ITIL practice details and purpose statements

Question 1

Protect the information needed by the organization to conduct its business.

Answer 1

Information security management

Question 2

A security objective that ensures information is not made available or disclosed to unauthorized entities.

Answer 2

Information security management: Confidentiality

Question 3

A security objective that ensures information is only modified by authorized personnel and activities.

Answer 3

Information security management: Integrity

Question 4

A security objective that ensures information is always accessible to authorized personnel whenever required.

Answer 4

Information security management: Availability

Question 5

Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Answer 5

Relationship management:

Question 6

Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision (sourcing) of quality products and services. This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

Answer 6

Supplier management

Question 7

Plan and manage the full life cycle of all IT assets, to help the organization maximize value; control costs; manage risks; support decision-making about purchase, re-use, and retirement of assets; and meet regulatory and contractual requirements.

Answer 7

IT asset management

Question 8

Any financially valuable component that can contribute to the delivery of an IT product or service.

Answer 8

IT asset management (IT asset)

Question 9

Systematically observe services and service components, and record and report selected changes of state identified as events.

Answer 9

Monitoring and event management

Question 10

The purpose of this practice is to make new and changed services and features available for use.

Answer 10

Release management

Question 11

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

Answer 11

Monitoring and event management: Monitoring

Question 12

Any change of state that has significance for the management of a service or other configuration item. Informational events, Warning events, Exception events,

Answer 12

Monitoring and event management: Event

Question 13

Recording and managing those monitored changes of state that are defined by the organization as an event, determining their significance, and identifying and initiating the correct control action to manage them.

Answer 13

Monitoring and event management: Event management

Question 14

The purpose of this practice is to make new and changed services and features available for use.

Answer 14

Release management

Question 15

Ensure that accurate and reliable information about the configuration of services, and the configuration items (CIs) that support them, is available when and where it is needed.

Answer 15

Service configuration management

Question 16

Any component that needs to be managed in order to deliver an IT service.

Answer 16

Service configuration management: Configuration item (CI)

Question 17

Move new or changed hardware, software, documentation, processes, or any other component to live environments.

Answer 17

Deployment management

Question 18

Align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.

Answer 18

Continual improvement

Question 19

Puts a strong focus on customer value, and ensures that improvement efforts can be linked back to the organization’s vision.

Answer 19

Continual improvement: Continual improvement model

Question 20

Database or structured document to track and manage improvement ideas from identification through to final action.

Answer 20

Continual improvement: Continual improvement register (CIR)

Question 21

Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 21

Change enablement

Question 22

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

Answer 22

Change

Question 23

A description of a proposed change used to initiate change enablement.

Answer 23

Request for change (RFC)

Question 24

A person or group responsible for authorizing a change.

Answer 24

Change authority

Question 25

A low-risk, *pre-authorized* change that is well understood and fully documented, and which can be implemented *without needing additional authorization.*

Answer 25

Standard change

Question 26

A change that must be scheduled, assessed, and authorized following a process.

Answer 26

Normal change

Question 27

A change that must be introduced as soon as possible.

Answer 27

Emergency change

Question 28

A calendar that shows planned and historical changes.

Answer 28

Change schedule

Question 29

A repeatable approach to the management of a particular type of change.

Answer 29

Change model

Question 30

A review after the implementation of a change, to evaluate success and identify opportunities for improvement.

Answer 30

Post-implementation review (PIR)

Question 31

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 31

Incident management

Question 32

An unplanned interruption to a service or reduction in the quality of a service. Outages and disruption service.

Answer 32

Incident

Question 33

An incident with significant business impact, requiring an immediate coordinated resolution.

Answer 33

Major incident

Question 34

A technique to help manage incidents, which involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks. War room style.

Answer 34

Swarming

Question 35

Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Answer 35

Problem management

Question 36

A cause, or potential cause, of one or more incidents. Repeating, recurring issue.

Answer 36

Problem

Question 37

A problem that has been analyzed but has not been resolved.

Answer 37

Known error

Question 38

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

Answer 38

Workaround

Question 39

Activities that identify and log problems. These include performing trend analysis of incident records; detection of duplicate and recurring issues by users, service desk, and technical support staff; during major incident management, identifying a risk that an incident could recur; analysing information received from suppliers and partners; and analysing information received from internal software developers, test teams, and project teams.

Answer 39

Problem identification

Question 40

Problem control activities include problem analysis, and documenting workarounds and known errors.

Answer 40

Problem control

Question 41

Manage known errors, which are problems where initial analysis has been completed; it usually means that faulty components have been identified. It also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits.

Answer 41

Error control

Question 42

Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user- friendly manner.

Answer 42

Service request management

Question 43

A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Answer 43

Service request

Question 44

Capture demand for incident resolution and service requests. It should also be the *entry point* and *single point of contact* for the service provider with all of its users.

Answer 44

Service desk

Question 45

The act of sharing awareness or transferring ownership of an issue or work item.

Answer 45

Escalation

Question 46

Set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Answer 46

Service level management

Question 47

One or more metrics that define expected or achieved service quality.

Answer 47

Service level

Question 48

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

Answer 48

Metric

Question 49

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

Answer 49

Service level agreement (SLA)