ITIL Revision 2 Flashcards
What is a process? Choose either 1, 2 or both:
- ) A team or group of people and the tools and resources that they use to carry out activities
- ) A structured set of objectives designed to accomplish a specific objective
2.) A structured set of objectives designed to accomplish a specific objective
How does Service strategy provide value to a business?
By supporting the creation and maintenance of a portfolio of quantified services that’ll enable the business to achieve a positive return on its investment in services
If a change is needed urgently, because of poor planning or sudden changes in business requirements, this should be treated as what type of change?
A normal change
Which of the following ISN’T included in the structure of a DML (Definitive Media Library):
A.) Naming convention for file store areas
B.) Security arrangements for submitting changes
C.) Audit procedures
D.) Service Level Agreement (SLA)
D.) Service Level Agreement (SLA)
The design of Management Information Systems (MIS) and tools are considered by which area of the service design stage?
Service design aspects
Within continual service improvement (CSI), what’s the business question that should be asked by the IT service provider to understand what the ultimate and long-term goals are?
What’s the vision?
What’s the best way to describe the economic value of a service?
The total value that the customer perceives in the ability to meet desired outcomes
Which sub-process of capacity management is focused on the IT infrastructure that underpins services?
Component capacity management (CCM)
Knowledge management is typically displayed within a structure - what are the elements of this structure?
Data - information - knowledge - wisdom (DIKW)
Which of the following ISN’T an objective of the request fulfilment process?
A.) Assist with general information, complaints or comments
B.) Provide information to users and customers about the availability of services
C.) Increase visibility and communication of incidents to business and IT support staff
D.) Provide a channel for users to request and receive standard services
C.) Increase visibility and communication of incidents to business and IT support staff
Before the first service level requirement (SLR) can be agreed, what should be in place?
The service catalogue
Which other area of ITIL provides info to capacity management through continual monitoring of performance?
Service operation
Which service operation process is executed by all technical and application management functions?
Access management
Which of the following are the responsibilities of a practice practitioner:
A.) Carrying out one or more activities of a process
B.) Understanding how their role contributes to the overall delivery of a service and the creation of value for the business
C.) Working with service owners and other process managers to ensure the smooth running of the service
D.) Ensuring that inputs, outputs and interfaces for their activities are correct
1, 2 and 4 ONLY
