ITIL app Flashcards
Which is the BEST description of an organization?
Any person or group of people that is responsible for what it achieves
Which is a key activity in the ‘continual improvement’ practice?
Creating business cases
Which state about ‘incident management’ is CORRECT?
Every incident should be logged and managed, and resolved in a time that meets user expectations
What is the service value chain
It is six activities that create and manage products and services
Which terms describes what a services does?
Utility
Which TWO are required for successful continual improvement?
High level commitment and leadership and including contribution to improvement in staff obejctives
What is co-created through active collaboration between providers and consumers
Value
What is the purpose of the ‘service configuration management’ practice?
To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
Why does a change authority need to communicate widely
To gather input for use in risk assessment and to ensure people in IT and the business are fully prepared
Which statement about the guiding principle ‘collaborate and promote visibility’ is CORRECT?
When stakeholders have poor visibility of improvement work, they may think it has low priority
Which is NOT an example of a service request
A request to resolve an unplanned interruption to a service
Which practice has purpose to ensure that accurate and reliable information about services is available when and were it is needed
Service configuration management
Which are inputs to the service value system?
Opportunity and demand
What is a purpose of the ‘change control’ practice
To maximize the number of successful IT changes by ensuring that risks have been properly assessed
Which statement about the ITIL guiding principles CORRECT?
They enable the appropriate adaptation of service management
