ITIL

Question 1

____ are units of organizations specialized to perform certain types of work and are responsible for specific outcomes.

Answer 1

What are Functions?

Question 2

What is Service Lifestyle?

Answer 2

ITIL Core is built around a

Question 3

What are the 5 core books of ITIL service lifecycle?

Answer 3

Service Design, Service Strategy, Service Transition, Service Operation, Continual Service Improvement

Question 4

What is use?

Answer 4

Warranty is defined as fitness for ___.

Question 5

What is Service Level Agreement (SLA)?

Answer 5

An agreement between a service provider and customer.

Question 6

What is Service Strategy?

Answer 6

This is the first of 5 ITIL core book.

Question 7

What is Service Transition?

Answer 7

This is the next core book after Service Design.

Question 8

What is close?

Answer 8

Change management takes these steps dealing with a request for change…. Review change, plan updates, assess and evaluate change, record request for change, record request, _____ change, coordinate implementation, review request for change, authorize updates.

Question 9

What are Processes?

Answer 9

There are 20 of these ___ in ITIL. They are a structured set of activities designed to accomplish a specific objective.

Question 10

What is Operational Level Agreement (OLA)?

Answer 10

This is an agreement between a service provider and other internal units.

Question 11

What is Service Operation?

Answer 11

The Configuration Management process falls in this main ITIL Service Lifestyle phase/book.

Question 12

What is measure?

Answer 12

This is probably one of Mike Hoyt’s favorite quotes… “If you can’t _____ it, then you can’t manage it.”

Question 13

What is processes?

Answer 13

STAMP stands for…. service Solutions service management systems and Tools technology Architectures Measurement systems and metrics and ________

Question 14

What is a Service Desk?

Answer 14

This function takes care of receipt and logging of user calls, keeping users informed of progress, first line investigation and diagnosis.

Question 15

What is Service Catalog?

Answer 15

A ___ ____ holds services that are live or transitioning.

Question 16

What is a business case?

Answer 16

A _____ ____ articulates the reason for undertaking an improvement initiative along with the costs, benefits and risks.

Question 17

What is a change management?

Answer 17

80% of incidents are caused by _____ management.

Question 18

What is Service Transition?

Answer 18

This phase of the service lifestyle ensures that the service can be managed, operated and supported in accordance with the requirements and constraints specified within Service Design.

Question 19

What is the RACI model?

Answer 19

This model is used to define roles and responsibilities.

Question 20

What is value?

Answer 20

A service is a means of delivering ___ to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Question 21

What is demand?

Answer 21

Understanding patterns of business of business activity and user profiles describes ____ management.

Question 22

What is an Incident?

Answer 22

When a user contacts the Service Desk about slow performance of an application it is known as an ____.

Question 23

What is mean time between failures?

Answer 23

MTBF stands for…

Question 24

What is Service Improvement Plan (SIP)?

Answer 24

This addresses service quality service issues.