Exam Questions Flashcards
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
availability management practice
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
change
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.
change enablement practice
A calendar that shows planned and historical changes.
change schedule
A security objective that ensures information is not made available or disclosed to unauthorized entities.
confidentiality
Any component that needs to be managed in order to deliver an IT service.
configuration item (CI)
The amount of money spent on a specific activity or resource.
cost
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
culture
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customer
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
Input to the service value system based on opportunities and needs from internal and external stakeholders.
demand
The movement of any service component into any environment
deployment
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
deployment management practice
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
A measure of whether the objectives of a practice, service or activity have been achieved.
effectiveness
A measure of whether the right amount of resources have been used by a practice, service, or activity.
efficiency
A change that must be introduced as soon as possible.
emergency change
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
Problem management activities used to manage known errors.
error control
A customer who works for an organization other than the service provider.
external customer
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
four dimensions of service management
Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities.
goods
The means by which an organization is directed and controlled.
governance
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service
improve
An unplanned interruption to a service or reduction in the quality of a service.
incident
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
incident management
One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.
information and technology
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
information security management practice
A security objective that ensures information is only modified by authorized personnel and activities.
integrity
A customer who works for the same organization as the service provider.
internal customer
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT asset
The practice of planning and managing the full lifecycle of all IT assets.
IT asset management practice
Any financially valuable component that can contribute to the delivery of an IT product or service.
asset
A service based on the use of information technology.
IT service
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
ITIL guiding principles
An operating model for service providers that covers all the key activities required to effectively manage products and services.
ITIL service value chain
A problem that has been analysed but has not been resolved.
known error
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events
monitoring and event management practice
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications
obtain/build
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
organization
The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes
organizational change management practice
One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model
organizations and people
A result for a stakeholder enabled by one or more outputs.
outcome
A tangible or intangible deliverable of an activity
output
One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services
partners and suppliers
A relationship between two organizations that involves working closely together to achieve common goals and objectives.
partnership
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
A cause, or potential cause, of one or more incidents
problem
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
problem management practice
A configuration of an organization’s resources designed to offer value for consumer.
product
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
relationship management practice
The practice of making new and changed services and features available for use.
release management practice
A person, or other entity, that is required for the execution of an activity or the achievement of an objective. ___________ used by an organization may be owned by the organization or used according to an agreement with the resource owner.
resource
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
risk
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
service
The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.
service configuration management practice
Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
service consumption
The point of communication between the service provider and all its users
service desk
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
service level management practice
A set of specialized organizational capabilities for enabling value for customers in the form of services.
service management
A formal description of one or more services, designed to address the needs of a target consumer group. A __________________ may include goods, access to resources, and service actions.
service offering
A role performed by an organization in a service relationship to provide services to consumers.
service provider
Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.
service provision
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
service relationship
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
service relationship management
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
service request
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
service request management practice
A model representing how all the components and activities of an organization work together to facilitate value creation.
service value system (SVS)
A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.
sponsor
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
stakeholder
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
standard change
A stakeholder responsible for providing services that are used by an organization.
supplier
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
supplier management practice
A person who uses services
user
The functionality offered by a product or service to meet a particular need. _________ can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.
utility
The perceived benefits, usefulness, and importance of something.
value
A series of steps an organization undertakes to create and deliver products and services to consumers.
value stream
One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
value streams and processes
Assurance that a product or service will meet agreed requirements. ________ can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. ________ typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity
warranty
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some ___________ reduce the likelihood of incidents.
workaround
A person or group responsible for authorizing a change.
change authority
Any change of state that has significance for the management of a service or other configuration item.
event
Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.
monitoring
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
service level agreement (SLA)
“Ability to print an invoice at the click of a button. “
Of what is this an example?
example of utility
What is the best description of a warranty?
Fit for use
Which of the following activities is included in ‘service consumption’?
i. The management of the consumers’ resources to use the service
ii. The service uses, actions performed by users
iii. The receiving (acquiring) of goods
All of the given
Which guiding principles denotes the use of Kanban or scrum boards by developers?
Collaborate and promote visibility
“Sets of organizational resources designed for performing work or accomplishing an objective” are known as what in the service value system?
Practices
Which management practice supports the identification and improvement of services and developing techniques of an improvement culture across the organization?
Continual improvement
What is defined as “ Any component that needs to be managed in order to deliver an IT service”?
A configuration item
What is defined as “ Any valuable component that has contribute to the delivery of an IT product or service”?
An IT asset
A problem that has been analysed and has not been resolved.
known error
Who holds the responsibility of continual improvement in an organization?
Everyone
A change that has low risk and is well-understood and documented is known as?
Standard change
“A service level agreement is a documented agreement between a service provider and a customer that identifies both services required and the expected ____ of service”.
Level
What are the three phases of problem management?
Problem identification, problem control and error control
When might an effective incident workaround become a permanent way of dealing with some problems?
When resolving the problem is not viable or cost effective
Service level management includes collating and analyzing information from a number of sources. These sources include:
i. Customer engagement
ii. Customer feedback
iii. Operational metrics
iv. Business metrics
All of the given
Fulfillment of service request may include changes to services of their components; what are these usually managed as?
Standard changes
In ITIL 4, who should authorize a change to ensure efficiency and effectiveness?
Change authorities should be established for different types of changes
Which of the following assists in communication and aids in avoiding conflicts and assignment resources?
Change schedule
An ITIL 4, a _____ is defined as any change of state that has significance for the management of a Configuration Item (CI) or IT service.
Event
Which of the following are good examples of requests?
i. A request to provide access to a specific report
ii. A user phone to inquire about the office hours
iii. A user phone to report a printer out of order
iv. A user phone to get access to a printer
I, ii, and iV only
Which of the following statements regarding service requests is true?
i. A limited number of additional authorizations for requests are preferred
ii. Automation of requests should be encouraged to improve efficiencies
iii. Workflows for service requests should be established and documented
iv. Fulfilment for every request should be determined upfront and communicated to users
All of the given
Which of the following elements is a key to have as part of the service desk?
i. Intelligent telephony system
ii. Workflow systems for routing and escalation
iii. Workforce management and resource planning systems
iv. Knowledge base
v. Remote access tools
All of the given
Which of the following is not an aspect of the service level management practice?
Major incident reviews
The purpose of the ______ practice is to make new and changed services and features available for use.
Release management
_________ change may require a separate change authority, which includes senior managers who understand business risk.
Emergency
The technical teams have serial ideas on how a particular problem should be fixed and find the most cost-effective solutions. In ITIL 4 it is known as:
Error control
According to ITIL 4, “Change” is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on _______.
Services
