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ITIL 4 > ITIL Review > Flashcards

ITIL Review Flashcards

1
Q

Service Relationship: A cooperation between a service provider and service consumer.

What do service relationships include?

A

Service relationships include:

Service provision

Service consumption

Service relationship management

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2
Q

6 Activities of the service value chain

A

Plan
Improve
Engage
Design and transition
Obtain/Build
Deliver and Support

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3
Q

Purpose of the Service Value chain - PLAN

A

To ensure a shared understanding of the vison, current status and improvement direction for all four dimensions and all products and services across the organization.

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4
Q

To Ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management. Is the purpose of what of the following Service Value Chain:

Plan
Improve
Engage
Design and transition
Obtain/Build
Deliver and Support

A

Improve

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5
Q

Which General management Practices describes the following:

which provides organizations with a structured approach to implementing
improvements

- Continual improvement 
- Information security 
       management
- Relationship management
     - Supplier management
A

Continual improvement

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6
Q

Which General management Practices describes the following:

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
-Information security management
-Relationship management
-Supplier management

A

Continual improvement

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7
Q

What are the key actives of continual improvement

A

There are many methods, models and techniques that can be employed for making improvements.

Different types of improvements may call for different improvement methods

Eight key activities for continual improvement are listed below

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8
Q

What is the Continual Improvement Register (CIR)

A

A database or structured document
There may be more than one CIR in an ORG

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9
Q

Who maintains a Continual Improvement Register (CIR)

A

There may be more than one CIR in an organization, often maintained by one or more of the following:

Individual

Team

Department

Business Unit

Organizational Level

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10
Q

What are the steps of the continual improvement model?

A

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?

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11
Q

What is the purpose of Information security management?

A

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

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12
Q

What is the purpose of relationship management

A

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

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13
Q

What general management practice ensures the following:

Stakeholder needs are understood
Stakeholder satisfaction is high
Customers’ priorities are established and articulated
Stakeholder complaints are handled well
Conflicting stakeholder requirements are mediated appropriately
Products and services facilitate value creation
The organization facilitates value creation

GMPs:
- Continual improvement
- Information security management
- Relationship management
- Supplier management

A

Relationship management

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14
Q

Which General management practice purpose is the following:

Ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of
seamless, quality products, services, and components

GMPs:
- Continual improvement
- Information security management
- Relationship management
- Supplier management

A

Supplier management

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15
Q

What are the Service Management Practices?

A

Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

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16
Q

What Service management practice has the following purpose:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Change enablement

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17
Q

What is a change defined as?

A

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

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18
Q

What are the types of changes?

A

Standard
Normal
Emergency

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19
Q

What is a normal change?

A

A change that needs to be scheduled, assessed and authorized following a standard process

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20
Q

What is a standard change?

A

Low risk, pre-authorized changes that are well understood and fully-documented.

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21
Q

What is an emergency change?

A

A change that needs to be implemented as soon as possible.

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22
Q

What is the purpose of incident management?

A

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

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23
Q

What is a change assessment

A

All changes should be assessed by people who are able to understand the risks and the expected benefits and then authorized before they are deployed

24
Q

What is a change authorization

A

a person/group who authroizes a change.

25
Q

Change Schedule

A

Takes place on a calendar that shows planned and historical changes to help proactively collaborate, communicate, and coordinate changes, prevent conflicts.

26
Q

What is the purpose of IT Asset management

A

To plan and manage the full lifecycle of all IT Assets, to help the organization:

maximize value

control costs

manage risks

support decision-making about purchase, reuse and retirement of assets

meet regulatory and contractual requirements.

27
Q

What service management process is defined as the following:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

IT Asset management

28
Q

What service management process is defined as the following:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

monitoring and Event management

29
Q

What is an event defined as?

A

Any change of state that has significance for the management of a configuration item or IT service.

30
Q

Events are classified as the following:

A

Information: These do not require action at the time they are identified

Warning: These allow to be taken before any negative impact is actually experienced by the business

Exception: These indicate that a breach to an established norm has been identified.

31
Q

What is the definition of an Incident?

A

Unplanned interruption to a service or reduction in the quality of a service

32
Q

What service management processes has the following purpose:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Problem Management

33
Q

What are the phases of problem management?

A
  1. Problem Identification
  2. Problem Control
  3. Error Control
34
Q

What is the definition of problem

A

a cause or potential cause of one or more incidents.

35
Q

What is the definition of a known error?

A

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

36
Q

What is the definition of workaround?

A

a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

37
Q

Incident routing is based on what?

A

It is based on incident category, which should help to identify the correct team.

38
Q

What service management processes has the following purpose:

Make new and changed services and features available for use

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Release management

39
Q

What is definition of Release?

A

it is a version of a service or other configuration item, or a collection of configuration items, that is made for available for use.

40
Q

What does problem management interfaces with?

A

Incident management
risk management
change management
knowledge management
continual improvement

41
Q

What service management processes has the following purpose:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Service Configuration management.

42
Q

What is Configuration Management Systems (CMS) defined as?

A

A set of tools, data and information used to support service configuration management.

43
Q

What is a configuration item (CI) defined as?

A

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

A CI is typically include items such as hardware, software, networks, buildings, people suppliers, and documentation.

44
Q

What service management processes has the following purpose:

Capture demand for incident resolution and service request

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Service Desk

45
Q

What does the service desk provide

A

A clear path for user to report issues, queries and request,, and have them acknowledged.

46
Q

What is a service

A

A means of enabling value co-creation by facilitating outcomes the customer wants without the customer having to manage specific costs and risks.

47
Q

Guiding principes

A

Recommendations that can guide an organization in all circumstances

48
Q

What service management processes has the following purpose:

Set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Service Level management (SLM)

49
Q

How does Service Level management provide visibility of the organization services?

A

Establishing a shared view of the serviceds with customers

Ensuring the organization meets the defined service levels

Performing service reviews to ensure services continue to provide expected value

Capture and report on service issues.

50
Q

What is an Service Level Agreement (SLA)

A

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

51
Q

What service management processes has the following purpose:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

Service Request Management

52
Q

What service management processes has the following purpose:

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

Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management

A

deployment management

53
Q

Definition of Service Request

A

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

54
Q

What are common deployment approaches

A

Phased
- Deployed to just part of the production enviroment at a time

Continuous
- components are integrated, tested and depoyed when they are needed

Big Bang
- New or changed components are deployed to all targets at the same time

Pull
- new or changed software is made available in a controlled repository, and users download the software to client devices when they choose.

55
Q
A

ITIL 4 (8 decks)

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