ITIL 4 Foundation Practices Flashcards

1
Q

The practice of the aligning an organizations practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services

A

Continual improvement practice

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2
Q

The practice of protecting an organization by understanding and managing risks to the confidentiality integrity and availability of information

A

Information security management

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3
Q

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

A

Relationship management

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4
Q

The practice of ensuring that an organizations suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

A

Supplier management

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5
Q

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

A

Change Enablement

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6
Q

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

A

Incident management

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7
Q

The practice of planning and managing the full cycle of all IT assets

A

IT asset management

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8
Q

The practice of systematically observing services and service components and recording and reporting selected changes of state identified as events

A

Monitoring an event management

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9
Q

The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

A

Problem management

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10
Q

The practice of making new and change services and features available for use

A

Release management

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11
Q

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

A

Service configuration management

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12
Q

The practice of capturing demand for incident resolution and service requests

A

Service desk

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13
Q

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

A

Service level management

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14
Q

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

A

Service request management

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15
Q

The practice of moving new or changed hardware software documentation processes or any other service component to live environments

A

Deployment management

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