Key ITIL Practices Flashcards
How does prioritization of Incidents assist incident management?
-It determines the resource assigned to the incident
-It helps direct the incident to the correct support area
-It helps determine which incidents should be resolved first
-It determines how the service provider is perceived
It helps determine which incidents should be resolved first
*Priority is part of the classification of an incident or problem.
Higher priority means more impact & urgency to the business; in
turn, potentially specific types &/or more resources may need to
be assigned
Which is a purpose of the “problem management” practice?
-To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
-To maximize the number of successful IT changes by ensuring risks are properly assessed
-To set clear business-based targets for service performance
-To capture the demand for incident resolution and service request
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
*The objective of proactive and reactive problem management is
to reduce the likelihood of incidents and problems
How does “service level management” contribute to “obtain/build” value chain activity?
-It analyzes data to identify opportunities that provide new service request options
-It ensures users continue to be productive when they need assistance from the service provider
-It acquires pre-approved service components to help fulfill the service request
-It collects user-specific requirements, sets expectations, and provides status updates
It collects user-specific requirements, sets expectations, and provides status updates
*SLM gathers requirements & specifications for products &
services; then passes them on to the Plan, Design & Transition,
and Obtain/Build SVC activities
What should be included in every service level agreement?
-Details of the process-based metrics used
-Technical description of the service components and how they are operated
-Expectations of both parties
-Legal language
Expectations of both parties
*Every SLA should document both the service provider’s and the
service consumer’s expectations
What is a normal change?
-A change that is assessed, authorized, and scheduled as part of “continual improvement“
-A change that doesn’t need a risk assessment because it is required to resolve an incident
-A change that doesn’t need a risk assessment because the procedure has been pre-authorized
-A change that needs to be assessed, authorized, and scheduled by a change authority
A change that needs to be assessed, authorized, and scheduled by a change authority
*A Normal change type is for a change of any kind that we have no
prior experience with &/or for changes that are of major scale &
scope &/or changes with high risks that need more change
management in place
What is the purpose of “continual improvement”?
-To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
-To ensure that accurate and reliable information about the configuration of supplier’s services are available when and where it’s needed
-To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
-To ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
*Continual alignment with the business via continual improvement
over time increase value
Which statement about an emergency change is CORRECT?
-Emergency changes should be pre-approved and defined with change models
-Emergency changes can be implemented without authorization from a change authority
-Emergency changes require expedited handling and may reduce testing
-Emergency changes will be reviewed at the next scheduled change authority meeting
Emergency changes require expedited handling and may reduce testing
*An emergency change is to resolve a major incident or prevent
one. They eventually need to be fully documented and tested
Which is NOT a recommendation of the “continual improvement” practice?
-External suppliers should be included in improvement initiatives
-All improvements should be managed as multi-phase projects
-Continual improvements should be integrated with other practices
-There should be a small team dedicated to leading continual improvements efforts
All improvements should be managed as multi-phase projects
*l improvements aren’t the scale, scope &/or level of risk requiring any type of project. Some may be satisfied through a standard change model.
Which is NOT a recommendation of the “service desk” practice?
-Service desk should always be a physical team in a single fixed location
-Service desk can use technologies such as SMS and chat functions
-Service desk can be highly technical functions depending on the organization’s need
-Service desk should have a practical understanding of the wider business
Service desk should always be a physical team in a single fixed location
*here are many types or structures of service desks, and an organization can have as many as needed, so this is not true
Which practice has the purpose of maximizing the number of successful changes?
-Release management
-Change enablement
-Service request management
-Deployment management
Change enablement
*Change Enablement maximizes the number of successful changes
in many ways; including proper assessment, evaluation, and
prioritization of changes; as well as through the use of change
models and standard changes; especially by automating standard
changes
Which is the purpose of the “service desk” practice?
-To capture demand for incident resolution and service request
-To reduce the likelihood and impact of incidents by identifying actual and
potential causes of incidents
-To maximize the number of successful IT changes by ensuring risks are properly assessed
-To set clear business-based targets for service performance
To capture demand for incident resolution and service request
*The service desk as the Single Point of Contact should capture all
demand and requests from users
Which is NOT one of the steps of the “continual improvement” model?
-What improvement method will we use?
-Take action?
-How do we keep the momentum going?
-Where are we now?
-What improvement method will we use?
- Deciding on what improvement methods to use would be
part of overall continual improvement management, not a step in
the model
In which step of the “continual improvement” model do we define a high-level organizational objective of the improvement?
-Where are we now?
-What is the vision?
-How do we get there?
-How do we keep the momentum going?
What is the vision?
*This is where we work with the business to understand their
strategy, tactics, and objectives
Which of the steps of the “continual improvement” model has the strongest relationship to the guiding principle “start where you are”?
-What is the vision?
-Take action?
-Where are we now?
-How do we get there?
Where are we now?
*This is an analysis of our current state
Which of the following are subject to continual improvement?
- Products
- Practices
- Service components
- The entire Service value system
- Products, 2. Practices, 3. Service components, 4. The entire Service value system
- All areas of IT Service Management are candidates for
improvement, those listed as well as, for example, assets, automation, measurements, practices, processes, policies, products, partners, & suppliers.
Fill in the missing word(s): The Continual Improvement Register (CIR) is a structured
database or document used to track and manage _____ ?
-Improvement opportunities
-Changes
-Incidents
-Service request
Improvement opportunities
*The CIR is used by continual improvement teams within the CI
practice
Fill in the missing word(s): The Service Level Management practice’s purpose is to set
clear targets for service performance so that the delivery of a service
can be properly assessed, monitored, and managed.
-Technology-based
-System-based
-Service-based
-Business-based
Business-based
*Business based targets tell us if IT services are creating value for
the business, customers, & other stakeholders
Which of the following reflects ITIL guidance about SLA Requirements?
-Sets stretch targets to motivate service providers
-Related to key customer outcomes and customer satisfaction
-Written in technical detail
-Specifies system performance reporting
-Related to key customer outcomes and customer satisfaction
*Service Level Agreements are between a service provider and a service consumer, in most cases, the customer; who decides on the requirements they have in order to achieve the outcomes they require in the co-creation of value
Which of the following is true for a “change authority”?
-A single change authority should be identified for all changes
-Should allow changes only when there is no risk
-Different change authorities may be identified for different types of changes
-Changes in high-velocity organizations should be reviewed by a change advisory
board
Different change authorities may be identified for different types of changes
*Several change authorities, as well as change models, address
both the volume of work and depth and breadth of knowledge required to control changes
“The addition, modification or removal of anything that could have a direct or
indirect effect on services” is the ITIL® definition of a:
-Package
-Deployment
-Release
-Change
Change
*This all-inclusive definition helps ensure that we have control
over all changes
