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ITIL V4 Foundations Exam > ITIL Practices > Flashcards

ITIL Practices Flashcards

1
Q
A
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2
Q

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.

A

Deployment Management

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3
Q

A ________ __________ is any component that needs to be managed in order to deliver an IT service.

A

configuration item (CI)

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4
Q

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.

A

Service configuration

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5
Q

The purpose of the _____________ management practice is to make new and changed services and features available for us.

A

Release

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6
Q

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.

A

Monitoring, event

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7
Q

Any valuable component that can contribute to delivery of an IT product or service is?

A

IT asset

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8
Q

The purpose of the ______ __________ ______________ practice is to plan and manage the full lifecycle of all IT assets, to help the organization.

A

IT asset management

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9
Q

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?

A

Deliver and support

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10
Q

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?

A

Obtain/Build

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11
Q

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?

A

Design and transition

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12
Q

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?

A

Engage

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13
Q

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?

A

Improve

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14
Q

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))

A

True

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15
Q

Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take additional advantage of automation. (Service request management) (T/F)

A

True

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16
Q

Service requests are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures. (T/F)

A

True

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17
Q

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.

A

Service request

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18
Q

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.

A

Service request management

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19
Q

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?

A

Deliver and support

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20
Q

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?

A

Obtain/build

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21
Q

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?

A

Engage

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22
Q

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?

A

Improve

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23
Q

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?

A

Plan

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24
Q

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?

A

Deliver and support

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25
Q

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?

A

Design and transition

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26
Q

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?

A

Engage

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27
Q

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?

A

Improve

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28
Q

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?

A

Deliver and support

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29
Q

Problem management activities may identify product defects that are then managed as part which value chain activity?

A

Obtain/Build

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30
Q

Problem management provides information that helps to improve testing and knowledge transfer. Which service value chain activity does problem management apply to?

A

Design and transition

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31
Q

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?

A

Engage

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32
Q

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)

A

True

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33
Q

Incident management makes a significant contribution to support. Deliver and support value chain activity includes resolving incidents and problems. (T/F)

A

True

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34
Q

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?

A

Design and Transition
Obtain/Build

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35
Q

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?

A

Design and transition

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36
Q

Incidents are visible to users, and significant incidents are also visible to customers. This incident management principle contributes to which service value chain activity?

A

Engage

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37
Q

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)

A

True

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38
Q

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)

A

True

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39
Q

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?

A

obtain/build

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40
Q

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?

A

Design and tranistion

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41
Q

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?

A

Engage

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42
Q

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?

A

Improve

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43
Q

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)

A

True

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44
Q

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?

A

Plan

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45
Q

The organization’s policies, requirements and constraints INPUTS provided by the governing body are all considerations in which value chain activity?

A

Plan

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46
Q

The _____ value chain activity consolidates demands and opportunities INPUTS provided from the Engage activity

A

Plan

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47
Q

Knowledge and information INPUTS about new and changed products and services from design and transition and obtain/build activities inform which value chain activity?

A

Plan

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48
Q

Strategic, tactical and operational plans are OUTPUTS from the Plan value chain activity? (T/F)

A

True

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49
Q

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?

A

Improve

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50
Q

Product and service performance management information provided by deliver and support is an INPUT to which value chain activity?

A

Improve

51
Q

Engage provides stakeholders feedback to the improve value chain activity (T/F)

A

True

52
Q

Performance information and improvement opportunities are provided by all of the value chain activities to which value chain activity?

A

Improve

53
Q

Value chain performance information provided by improve are INPUTS to which value chain activities and the service value chain component?

A

Plan and Governing body

54
Q

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.

A

Engage

55
Q

Product and service portfolios are INPUTS provided to _________ from the plan value chain activity.

A

Engage

56
Q

Customers high level demand for services and products are provided by customers as an input to which value chain activity?

A

Engage

57
Q

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?

A

Engage

58
Q

The engage value chain activity provides consolidated demands and opportunities as an OUTPUT to which value chain activity?

A

Plan

59
Q

Product and service requirements are OUTPUTS provided by engage to which value chain activity?

A

Design and Transition

60
Q

Contracts and agreements with external and internal suppliers and partners for obtain/build and design/transition are OUTPUTS of which value chain activity?

A

Engage

61
Q

Service performance reports for customers are provided as an output from which value chain activity?

A

Engage

62
Q

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.

A

Design & Transition

63
Q

Portfolio decisions, architecture, and policies are all INPUTS provided to _________________ from Plan.

A

Design and Transition

64
Q

Improvement initiatives, plans and status reports are INPUTS provided to ___________________________ from Improve.

A

Design and Transition

65
Q

Service performance information are INPUTS provided to Design and Transition from ________________ and ______________________.

A

Deliver/Support and Improve

66
Q

Requirements and specifications for obtain/build are OUTPUTS of which value chain activity?

A

Design and Transition

67
Q

New and changed products and services to deliver and support are OUTPUTS of which value chain activity?

A

Design and Transition

68
Q

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

A

Obtain/Build

69
Q

Goods and services information provided by external and internal suppliers and partners are INPUTS from ________ to Obtain/Build

A

Engage

Engage interacts with suppliers and provides the information to Obtain/Build

70
Q

Service components for Deliver and Support are OUTPUTS from which value chain activity?

A

Obtain/Build

Spare parts/consumables
ex. Replacement switch for servers due to an outage/incident

71
Q

Service components for Design and Transition are OUTPUTS from which value chain activity?

A

Obtain/Build

ex. Built new web service

72
Q

The purpose of the _____________________________ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholder expectations. The

A

Deliver and Support

73
Q

New and changed products and services are provided to which value chain activity as INPUTS?

A

Deliver and Support

74
Q

Service components, like replacements or consumables, are provided to Deliver and Support as inputs from which value chain activity?

A

Obtain/Build

75
Q

The services delivered to customers and users are an OUTPUT of which value chain activity?

A

Deliver and Support

76
Q

Information on the completion of user support tasks are provided to engage as an OUTPUT of which value chain activity?

A

Deliver and Support

77
Q

Product and service performance information is provided to engage and improve as an OUTPUT of which value chain activity?

A

Deliver and Support

78
Q

Service performance information is also provided to Design and Transition from which value chain activity as an OUTPUT?

A

Deliver and Support

79
Q

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.

A

Continual Improvement Practice

80
Q

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?

A

Continual Improvement

81
Q

Each improvement initiative should support the organization’s goals and objectives is the purpose of what step in the Continual Improvement practice?

A

What is the Vision?
(step 1)

82
Q

Taking in a holistic and organization wide approach to improvement initiatives is integral to the Continual Improvement practice (T/F)

A

True

83
Q

The continual improvement initiative must be documented and agreed upon at a high level for the continual improvement practice (T/F)

A

True

84
Q

Holistic improvement across the organization fails to be realized without an established and agreed upon vision (T/F)

A

True

Key to Continual Improvement

85
Q

Understanding the current state of your services and products is the purpose of which step of the Continual Improvement Practice?

A

Where are we now?

86
Q

A report or metric that services as a starting point against which progress or change can be assessed is the definition of ______________

A

Baseline

87
Q

Objective measurements are used in the current state assessment to determine which step of the Continual Improvement Practice?

A

Where are we now?

88
Q

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?

A

Where do we want to be?

89
Q

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 __________-

A

Gap analysis

90
Q

Key performance indicators and critical success factors are examples of metrics of _____________.

A

Gap analysis metrics

91
Q

Create a plan and check progress after each iteration in your plan is the purpose of which continual improvement practice step?

A

How do we get there?

92
Q

Continuing to focus on measuring progress towards vision and emphasizing visibility for all stakeholders is the purpose of which Continual Improvement practice step?

A

Take Action

93
Q

Conducting a current state assessment AGAIN is which step of the Continual Improvement pratice?

A

Did we get there?

94
Q

Attempting to continue the improvement gains across the organization is the purpose of which Continual Improvement practice step?

A

How do we keep the momentum going?

95
Q

A set of organizational resources designed for performing work or accompishing an objective is the definition of ________________.

A

Practices

96
Q

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.

A

Continual Improvement

97
Q

A ________________________________ (CIR) is a database or structured document to track and manage improvement ideas from identification through to final action.

A

continual improvement registrar

98
Q

The purpose of the ________________________________ management practice is to protect the information needed by an organization to conduct its business functions.

A

information security

99
Q

_______________________ management practice includes understanding and managing the risks of:
- confidentiality
- integrity
- availability
- authentication
- non-repudiation

A

information security

100
Q

The purpose of the _______________________ management practice is to establish and nurture the links between the organization and its stakehholders at strategic and tactical levels.

A

Relationship management practice

101
Q

Identifying, analyzing, monitoring and continual improvement initiatives with and between the stakeholder relationships are the central activities of which practice?

A

Relationship management

102
Q

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

A

Supplier management

103
Q

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?

A

Supplier Management practice

104
Q

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

A

Change Enablement

105
Q

A __________ is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services.

A

Change

106
Q

A change that is pre-authorized and implemented without additional authorization is what?

A

Standard change

107
Q

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?

A

Normal change

108
Q

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?

A

Emergency change

109
Q

the person or group who authorizes a change is known as a _____________ ____________.

A

Change authority

110
Q

The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. (T/F)

A

True

111
Q

The purpose of the ____________________ management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

A

Incident management

112
Q

An ______________ is an unplanned interruption to a service, or reduction in the quality of service.

A

Incident

113
Q

Incidents should not be logged (T/F)

A

False

114
Q

Incidents should be managed to meet agreed target resolution times. (T/F)

A

True

115
Q

Incidents should not be prioritized (T/F)

A

False

116
Q

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.

A

Problem management

117
Q

A ____________ is a cause, or potential cause, of one or more prior, current or future incidents.

A

Problem

118
Q

A ________ _________ is a problem that has been analyzed and has not been resolved.

A

Known error

119
Q

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.

A

Workaround

120
Q

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.

A

Service Desk

121
Q

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

A

Service

122
Q

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

A

Service level agreement (SLA)

123
Q

__________ is a tool to measure the performance of services from the customer’s point of view.

A

SLA

ITIL V4 Foundations Exam (2 decks)

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