ITIL Rnd2

Question 1

What is a practice?

Answer 1

a set of ORGANIZATIONAL SERVICES designed for performing work or ACCOMPLISHING AN OBJECTIVE.

Question 2

Change enablement

Answer 2

ensuring that RISKS are properly ASSESSED authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and products changes.

Question 3

Deployment management

Answer 3

the practice of moving new or changed HARDWARE, SOFTWARE, documentation, processes, or any other service component TO LIVE environments.

Question 4

Incident management

Answer 4

the practice of MINIMIZING the NEGATIVE IMPACTS of incidents by RESTORING normal SERVICE operation as QUICKLY as possible.

Question 5

Information security management

Answer 5

the practice of PROTECTING an organization by understanding and MANAGING RISKS to the confidentiality, integrity, and availability of information.

Question 6

IT asset management

Answer 6

the practice of planning and managing the full LIFECYCLE of all information technology (IT) assets

Question 7

Monitoring and event management

Answer 7

systematically observing SERVICES and service components, and recording and reporting selected changes of state identified as events.

Question 8

Problem management

Answer 8

REDUCING THE LIKLIHOOD and impact of incidents by IDENTIFYING ACTUAL and potential CAUSES of incidents, and managing workarounds and known errors.

Question 9

A problem

Answer 9

a cause, or potential cause, of one or more incidents.

Question 10

An incident is

Answer 10

an unplanned interruption to a service or reduction in the quality of a service.

Question 11

A workaround is

Answer 11

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

Question 12

A known error is

Answer 12

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

Question 13

Relationship management is the practice of

Answer 13

establishing and NURTURING links between an organization and its stakeholders at strategic and tactical levels.

Question 14

Release management is the practice of

Answer 14

making new and changed SERVICES and FEATURES available for USE.

Question 15

Service configuration management is

Answer 15

the practice of ensuring that ACCURATE and RELIABLE information about the configuration of services, and the configuration items that

Question 16

Service level management is the practice of

Answer 16

setting CLEAR business-based TARGETS for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Question 17

Service request management is the practice of

Answer 17

supporting the AGREED QUALITY of a service by handling all pre-defined, user-initiated service requests in an effective and USER-FRIENDLY MANNER.

Question 18

Supplier management is the practice of

Answer 18

ensuring that an organization’s SUPPLIERS and their performance levels are managed appropriately to support the provision of SEAMLESS quality products and services.