ITIL Practices Flashcards
The purpose of the ______________ ___________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
Deployment Management
A ________ __________ is any component that needs to be managed in order to deliver an IT service.
configuration item (CI)
The purpose of the ____________ ____________ management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
Service configuration
The purpose of the _____________ management practice is to make new and changed services and features available for us.
Release
The purpose the __________ and _____________ management practice is to systematically observe a service or service component, and record and report selected changes of state identified as events.
Monitoring, event
Any valuable component that can contribute to delivery of an IT product or service is?
IT asset
The purpose of the ______ __________ ______________ practice is to plan and manage the full lifecycle of all IT assets, to help the organization.
IT asset management
Service request management makes a significant contribution to normal service delivery. This activity of the value chain is mostly concerned with ensuring users continue to be productive, and sometimes heavily depends on fulfillment of their requests. Which service value chain activity does this Service request management practice application apply to?
Deliver and support
The fulfillment of service requests may require acquisition of pre-approved service components. Which service value chain activity does this Service request management practice application apply to?
Obtain/Build
Standard changes to services can be initiated and fulfilled as service requests. Which service value chain activity does this Service request management practice application apply to?
Design and transition
Service request management includes regular communication to collect user-specific requirements, set expectations and to provide status updates.Which service value chain activity does this Service request management practice application apply to?
Engage
Service request management can provide a channel for improvement initiatives, compliments and complaints from users. It also contributes to improvement by providing trend, quality and feedback information about fulfillment of requests. Which service value chain activity does this Service request management practice application apply to?
Improve
Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfillment can be streamlined. (service request management (T/F))
True
Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take additional advantage of automation. (Service request management) (T/F)
True
Service requests are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures. (T/F)
True
A __________ ___________ is a request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.
Service request
The purpose of the ___________ ______________ _________________ practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner.
Service request management
Service level management communicates service performance objectives to the operations and support teams and collects their feedback as an input for service improvement. Which service value chain activity does this Service level management practice application apply to?
Deliver and support
Service level management provides objectives for components and service performance, as well as for measurement and reporting capabilities of the products and services. Which service value chain activity does this Service level management practice application apply to?
Obtain/build
Service level management ensures ongoing engagement with customers and users through feedback processing and continual service review. Which service value chain activity does the Service level management practice application apply to?
Engage
Service level management can be a driving force for service improvement. Which service value chain activity does this Service level management practice application apply to?
Improve
Service level management supports planning of product and service portfolio and service offerings with information about the actual service performance and trends. Which service value chain activity does this Service level management practice application apply to?
Plan
The service desk is the coordination point of managing incidents and service requests. Which service value chain activity does this Service desk management practice application apply to?
Deliver and support
The service desk provides a channel for communicating with users about new and changed services. Service desk staff participate in release planning, testing and early life support. Which service value chain activity does this Service desk management practice application apply to?
Design and transition
The service desk is the main channel for tactical and operational engagement with users. Which service value chain activity does this Service Desk practice application apply to?
Engage
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment and value creation. Feedback from users is collected by the service desk to support continual improvement. Which service value chain activity does the Service desk management practice apply to?
Improve
Problem management makes a significant contribution by preventing incident repetition and supporting timely incident resolution. Which service value chain activity does problem management apply to?
Deliver and support
Problem management activities may identify product defects that are then managed as part which value chain activity?
Obtain/Build
Problem management provides information that helps to improve testing and knowledge transfer. Which service value chain activity does problem management apply to?
Design and transition
Problems that have a significant impact on services will be visible to customers and users. Which service value chain activity does problem management apply to?
Engage
Effective problem management provides the understanding needed to reduce the number of incidents, and the impact of incidents that can’t be prevented. (T/F)
True
Incident management makes a significant contribution to support. Deliver and support value chain activity includes resolving incidents and problems. (T/F)
True
Incidents may occur in development environments. Incident management practice ensures these incidents are resolved in timely and controlled manner. What part of service value chain activity does this incident management practice apply to?
Design and Transition
Obtain/Build
Incidents may occur in test environments, as well as during service release and deployment. Incident management practice ensures these incidents are resolved in a timely and controlled manner. What part of service value chain activity does this incident management practice apply to?
Design and transition
Incidents are visible to users, and significant incidents are also visible to customers. This incident management principle contributes to which service value chain activity?
Engage
Incident records are a key input to improvement activities (improve service value chain activity), and are prioritized both in terms of incident frequency and severity. (T/F)
True
Changes (change enablement) may have an impact on delivery and support, and information about changes must be communicated to personnel who carry out this value chain activity. These people may also play a part in assessing and authorizing changes. (T/F)
True
Changes to components are subject to change control (management), whether they are built in house or obtained from suppliers. Which service value chain activity does change enablement apply to?
obtain/build
Many changes are initiated as as result of new or changed services. change control (management) activity is a major contributor to transition. Which service value chain activity does change enablement apply to?
Design and tranistion
Customers and users may need to be consulted or informed about changes, depending on the nature of the change. Which service value chain activity does change enablement apply to?
Engage
Many improvements will require changes to be made, and these should be assessed and authorized in the same way as all other changes. This applies to which service value chain activity from the change management perspective?
Improve
Changes to product and service portfolios, policies and procedures all require a certain level of control and the change control (management) practice is used to provide it (T/F)
True
Ensuring a shared understanding of the vision, current status and improvement direction for all 4 dimensions and all products and service across the organization is the purpose of which Value chain activity?
Plan
The organization’s policies, requirements and constraints INPUTS provided by the governing body are all considerations in which value chain activity?
Plan
The _____ value chain activity consolidates demands and opportunities INPUTS provided from the Engage activity
Plan
Knowledge and information INPUTS about new and changed products and services from design and transition and obtain/build activities inform which value chain activity?
Plan
Strategic, tactical and operational plans are OUTPUTS from the Plan value chain activity? (T/F)
True
Ensuring continual improvement of products, services and practices across all value chain activities and the 4 dimensions of service management is the purpose of which value chain activity?
Improve
Product and service performance management information provided by deliver and support is an INPUT to which value chain activity?
Improve
Engage provides stakeholders feedback to the improve value chain activity (T/F)
True
Performance information and improvement opportunities are provided by all of the value chain activities to which value chain activity?
Improve
Value chain performance information provided by improve are INPUTS to which value chain activities and the service value chain component?
Plan and Governing body
The purpose of the _________________ value chain activity is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.
Engage
Product and service portfolios are INPUTS provided to _________ from the plan value chain activity.
Engage
Customers high level demand for services and products are provided by customers as an input to which value chain activity?
Engage
Knowledge and information about new and changed products and services provided from design and transition and obtain/build are inputs to which value chain activity?
Engage
The engage value chain activity provides consolidated demands and opportunities as an OUTPUT to which value chain activity?
Plan
Product and service requirements are OUTPUTS provided by engage to which value chain activity?
Design and Transition
Contracts and agreements with external and internal suppliers and partners for obtain/build and design/transition are OUTPUTS of which value chain activity?
Engage
Service performance reports for customers are provided as an output from which value chain activity?
Engage
The purpose of the ____________ ______________ value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.
Design & Transition
Portfolio decisions, architecture, and policies are all INPUTS provided to _________________ from Plan.
Design and Transition
Improvement initiatives, plans and status reports are INPUTS provided to ___________________________ from Improve.
Design and Transition
Service performance information are INPUTS provided to Design and Transition from ________________ and ______________________.
Deliver/Support and Improve
Requirements and specifications for obtain/build are OUTPUTS of which value chain activity?
Design and Transition
New and changed products and services to deliver and support are OUTPUTS of which value chain activity?
Design and Transition
The purpose of the _________________________________ value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications
Obtain/Build
Goods and services information provided by external and internal suppliers and partners are INPUTS from ________ to Obtain/Build
Engage
Engage interacts with suppliers and provides the information to Obtain/Build
Service components for Deliver and Support are OUTPUTS from which value chain activity?
Obtain/Build
Spare parts/consumables
ex. Replacement switch for servers due to an outage/incident
Service components for Design and Transition are OUTPUTS from which value chain activity?
Obtain/Build
ex. Built new web service
The purpose of the _____________________________ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholder expectations. The
Deliver and Support
New and changed products and services are provided to which value chain activity as INPUTS?
Deliver and Support
Service components, like replacements or consumables, are provided to Deliver and Support as inputs from which value chain activity?
Obtain/Build
The services delivered to customers and users are an OUTPUT of which value chain activity?
Deliver and Support
Information on the completion of user support tasks are provided to engage as an OUTPUT of which value chain activity?
Deliver and Support
Product and service performance information is provided to engage and improve as an OUTPUT of which value chain activity?
Deliver and Support
Service performance information is also provided to Design and Transition from which value chain activity as an OUTPUT?
Deliver and Support
The purpose of the ____________________ _____________________ practice is to align the organization’s practices and services with the changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.
Continual Improvement Practice
What is the Vision?
Where are we now?
Where do we want to be?
How do we get there?
Take Action
Did we get there?
How do we keep the momentum going?
These are the 7 steps of what ITIL practice?
Continual Improvement
Each improvement initiative should support the organization’s goals and objectives is the purpose of what step in the Continual Improvement practice?
What is the Vision?
(step 1)
Taking in a holistic and organization wide approach to improvement initiatives is integral to the Continual Improvement practice (T/F)
True
The continual improvement initiative must be documented and agreed upon at a high level for the continual improvement practice (T/F)
True
Holistic improvement across the organization fails to be realized without an established and agreed upon vision (T/F)
True
Key to Continual Improvement
Understanding the current state of your services and products is the purpose of which step of the Continual Improvement Practice?
Where are we now?
A report or metric that services as a starting point against which progress or change can be assessed is the definition of ______________
Baseline
Objective measurements are used in the current state assessment to determine which step of the Continual Improvement Practice?
Where are we now?
Conducting a gap analysis and analyzing the overall vision, where we currently are and where we want to be is the purpose of which step of the Continual Improvement practice?
Where do we want to be?
Method to evaluate scope and nature of the distance to be traveled from the starting point to the achievement of the continual improvement initiatives vision is the definition of __________-
Gap analysis
Key performance indicators and critical success factors are examples of metrics of _____________.
Gap analysis metrics
Create a plan and check progress after each iteration in your plan is the purpose of which continual improvement practice step?
How do we get there?
Continuing to focus on measuring progress towards vision and emphasizing visibility for all stakeholders is the purpose of which Continual Improvement practice step?
Take Action
Conducting a current state assessment AGAIN is which step of the Continual Improvement pratice?
Did we get there?
Attempting to continue the improvement gains across the organization is the purpose of which Continual Improvement practice step?
How do we keep the momentum going?
A set of organizational resources designed for performing work or accompishing an objective is the definition of ________________.
Practices
The purpose of the ________________________ practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.
Continual Improvement
A ________________________________ (CIR) is a database or structured document to track and manage improvement ideas from identification through to final action.
continual improvement registrar
The purpose of the ________________________________ management practice is to protect the information needed by an organization to conduct its business functions.
information security
_______________________ management practice includes understanding and managing the risks of:
- confidentiality
- integrity
- availability
- authentication
- non-repudiation
information security
The purpose of the _______________________ management practice is to establish and nurture the links between the organization and its stakehholders at strategic and tactical levels.
Relationship management practice
Identifying, analyzing, monitoring and continual improvement initiatives with and between the stakeholder relationships are the central activities of which practice?
Relationship management
The purpose of the ___________________ practice is to ensure the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products, services and components
Supplier management
Good relationships with suppliers to form a collaborative relationship to realize new value and reduce risk of failure is a goal of which ITIL practice?
Supplier Management practice
The purpose of the ___________________ _______________ practice is to maximize the number of successful IT changes by ensuring that risks have been properly, assessed, authorizing changes to proceed and managing the change schedule
Change Enablement
A __________ is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services.
Change
A change that is pre-authorized and implemented without additional authorization is what?
Standard change
A change requires authorization based on change type, is low-risk with someone who can make rapid decisions, and is very major is what type?
Normal change
A change that requires an expedited assessment and approval authority. The separate change authority may be different than the normal change authority. What type of change?
Emergency change
the person or group who authorizes a change is known as a _____________ ____________.
Change authority
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. (T/F)
True
The purpose of the ____________________ management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident management
An ______________ is an unplanned interruption to a service, or reduction in the quality of service.
Incident
Incidents should not be logged (T/F)
False
Incidents should be managed to meet agreed target resolution times. (T/F)
True
Incidents should not be prioritized (T/F)
False
The purpose of the ________________ management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
A ____________ is a cause, or potential cause, of one or more prior, current or future incidents.
Problem
A ________ _________ is a problem that has been analyzed and has not been resolved.
Known error
A ___________ is 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.
Workaround
The purpose of the _____________ ________ practice is to capture demand for incident resolution and service requests. It should also be the entry point/single point of contact for service provider with all of its users.
Service Desk
The purpose of the ____________ management practice is to set clear business-based targets of service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets
Service
A _________ __________ __________ is a documented agreement between a service provider and a customer that identifies services required and the expected level of service.
Service level agreement (SLA)
__________ is a tool to measure the performance of services from the customer’s point of view.
SLA
