ITIL Exam Flashcards
What are the 3 practices?
General Management Practices, Service Management Practices, and Technical Management Practices.
What is service request management?
A comprehensive practice that focuses on efficiently managing and fulfilling service requests from users or customers
What is a user?
A person who uses a service
What is a customer?
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
What is a sponsor?
A person who authorises budget for service consumption.
What is service level management?
Creating, negotiating, and monitoring Service Level Agreements (SLAs) between service providers and consumers. Its key tasks include defining service levels, negotiating SLAs, monitoring service performance, conducting reviews, and driving continuous improvement efforts based on feedback and data analysis.
What is the watermelon effect?
Something that focuses on the metrics, rather than the outcome. Making it appear good, but has bad functionality
What is the agreement of responsibilities for for consumer and service provider?
Service Provider Responsibilities: Delivering services as per agreed service levels, continuously improving services, and maintaining clear communication channels.
Service Consumer Responsibilities: Clearly communicating requirements, adhering to agreements, providing support, and participating in service reviews.
What are the 3 stages of changes for change enablement?
1 - Request for change
2 - Change evaluation
3 - Change authorisation
What are the 3 stages for problem managment?
1 - problem identification
2 - problem control (prioritising / finding a cause)
3 - error control (coming up with a resolution - if needed
Explain standard change
Low-risk change that isn’t pre-approved and follows documented, repeatable tasks
Explain normal change
An intermediary risk that is not urgent or pre-approved. A through review process is conducted before reviewing
Explain emergency change
An urgent situation and a change needs to be implemented as quickly as possible - high risk
Define IT asset
financially viable component that contributes to the delivery
Define event
Any change of state having significance for management service, or configuration item
Define configuration item
Any component that needs to be managed in order to deliver IT service
Define change
Any addition, modification, or removal of anything that has a direct or indirect effect on services
Define problem
A cause, or potential cause, of one or more incidents
Define known error
A problem that has been analysed, but not resolved
Define incident
An unplanned interruption to agreed or normal level of service
Under the realm of ‘service’ what is a PROCESS and what is a FUNCTION
PROCESS = Service Request Management
FUNCTION = Service Desk
Define utility
functionality offered by a product/service to meet a particular need
Define warrenty
Assurance that the product will meet agreed requirements
What are the 3 consumer roles?
Customer = defined requirements & takes responsibility for outcomes
Person = person who uses services
Sponsor = person who authorises the budget for service consumption
