ITIL Guiding Principles

Question 1

an umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and time boxing. There are several specific methods that are classed as Agile, Scrum, Lean, and Kanban.

Answer 1

Agile

Question 2

the movement of any service component into any environment.

Answer 2

deployment

Question 3

an organizational culture that aims to improve the flow of value to customers.

Answer 3

DevOps

Question 4

a measure of whether the objectives of a practice, service, or activity have been achieved.

Answer 4

effectiveness

Question 5

a measure of whether the right amount of resources have been used by a practice, service, or activity.

Answer 5

efficiency

Question 6

the value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Answer 6

engage

Question 7

a subset of the IT infrastructure that is used for a particular purpose (live or test). Can also mean the external conditions that influence or affect something.

Answer 7

environment

Question 8

a loss of ability to operate to specification, or to deliver the required output or outcome

Answer 8

failure

Question 9

the value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Answer 9

improve

Question 10

recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Answer 10

ITIL Guiding Principles

Question 11

a method of visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.

Answer 11

Kanban

Question 12

an approach that focuses on improving workflows by maximizing value through the elimination of waste.

Answer 12

Lean

Question 13

a measurement or calculation that is monitored or reported for management and improvement.

Answer 13

metric

Question 14

a representation of a system, practice, process, service, or other entity that is used to understand and predict its behavior and relationships

Answer 14

model

Question 15

repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.

Answer 15

monitoring

Question 16

the routine running and management of an activity, product, service, or other configuration item.

Answer 16

operation

Question 17

a measure of what is achieved or delivered by a system, person, team, practice, or service.

Answer 17

performance

Question 18

formally documented management expectations and intentions, used to direct decisions and activities.

Answer 18

policy

Question 19

an improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.

Answer 19

quick win