ITSM - General Questions

Question 1

CI

Answer 1

Configuration Item

Question 2

Define Service reporting

Answer 2

Reporting process that reports on results achieved and developments in service level. The aim is to convincingly support with facts any added value IT will have for the business.

Question 3

ITSM

Answer 3

IT Service Management

Question 4

POC

Answer 4

Proof of Concept

Question 5

Define ‘availability’

Answer 5

Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio, i.e., the proportion of time that the service is actually available for use by the customers within the agreed service

Question 6

ITIL

Answer 6

Information Technology Infrastructure

Question 7

Define ‘baseline’

Answer 7

A snapshot or a position which is recorded. Although the position may be updated later, the baseline remains unchanged and available as a reference of the original state and as a comparison against the current position (PRINCE2).

Question 8

CMDB

Answer 8

Configuration Management Database

Question 9

Define ‘Change Management’

Answer 9

Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes with minimum disruption.

Question 10

RCA

Answer 10

Root Cause Analysis

Question 11

Define ‘change record’

Answer 11

A record containing details of which CIs are affected by an authorized change (planned or implemented) and how.

Question 12

CSI

Answer 12

Continual Service Improvement

Question 13

Define ‘Configuration Item (CI)’

Answer 13

Component of an infrastructure or an item, such as a Request for Change, associated with an infrastructure which is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

Question 14

RFC

Answer 14

Request for Change

Question 15

Define ‘Configuration Management Database (CMDB)’

Answer 15

A database which contains all relevant details of each CI

Question 16

SIP

Answer 16

Service Improvement Plan

Question 17

Define ‘Definitive Software Library (DSL)’

Answer 17

The library in which the definitive authorized versions of all software CIs are stored and protected. It is a physical library or storage repository where master copies of software versions are placed. This one logical storage area may, in reality, consist of one or more physical software libraries or filestores.

Question 18

WIP

Answer 18

Work in Progress

Question 19

Define ‘known error’

Answer 19

An incident or problem for which the root cause is known and for which a temporary Work-around or a permanent alternative has been identified. If a business case exists, an RFC will be raised, but, in any event, it remains a known error unless it is permanently fixed by a change.

Question 20

BMP

Answer 20

Best management practice

Question 21

Define ‘Operational Level Agreement (OLA)’

Answer 21

An internal agreement covering the delivery of services which support the IT organization in their delivery of services.

Question 22

What is a ‘dashboard’

Answer 22

A graphical representation of overall IT service. Can be used to support service level management, event management and incident diagnosis.

Question 23

What is PRINCE2?

Answer 23

The standard UK government method for Project Management

Question 25

Define ‘priority’

Answer 25

Sequence in which an incident or problem needs to be resolved, based on impact and urgency.

Question 26

ISG

Answer 26

IT Steering Group - a formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned.

Question 27

Define ‘problem’

Answer 27

Unknown underlying cause of one or more incidents.

Question 28

PDCA

Answer 28

Plan-do-check-act

Question 29

What is ‘Problem Management’?

Answer 29

Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events.

Question 31

Define ‘Request For Change (RFC)’

Answer 31

Form, or screen, used to record details of a request for a change to any CI within an infrastructure or to procedures and items associated with the infrastructure.

Question 33

Define ‘Service Level Agreement (SLA)’

Answer 33

Written agreement between a Service Provider and the customer(s) that documents agreed Service Levels for a service.

Question 35

Define ‘Service Level Management (SLM)’

Answer 35

The process of defining, agreeing, documenting and managing the levels of customer IT service, that are