Lesson 6: ITIL Practices

Question 1

What is the purpose of Information Security Management?

Answer 1

To protect the information an organization needs to conduct its business.

Question 2

With what five aspects of information security do Information Security Management concern itself?

Answer 2

1. Confidentiality
2. Integrity
3. Availability
4. Authentication
5. Non-repudiation

Question 3

What are the three faces of information security management?

Answer 3

1. Protect
2. Detect
3. Correct

Question 4

What is the purpose of relationship management?

Answer 4

To establish and nurture links between the organization and its stakeholders.

Question 5

What is the purpose of supplier management?

Answer 5

To support the provision of seamless, quality products and services.

Question 6

What are the six key activities of supplier management?

Answer 6

1. Create a single point of visibility and control
2. Maintain a supplier strategy, policy and contract management info
3. Negotiate and agree on contracts and arrangements

Question 7

What are the six key activities of supplier management?

Answer 7

1. Create a single point of visibility and control
2. Maintain a supplier strategy, policy, and contract management info
3. Negotiate and agree on contracts and arrangements.
4. Manage relationships and contracts with internal and external suppliers
5. Manage supplier information (to SLA targets)
6. Contract renewal or termination

Question 8

What are the four supplier models?

Answer 8

1. Insourcing
2. Outsourcing
3. Multi-sourcing
4. Single-source/partnership

Question 9

What is the purpose of IT asset management?

Answer 9

To plan and manage the full lifecycle of all IT assets.

Question 10

What six things do IT asset management help organizations do?

Answer 10

1. Maximize value
2. Control costs
3. Manage risks
4. Suport decision-making
5. Reuse and retire assets
   6Meet regulatory and contractual requirements

Question 11

What is the definition of an IT asset?

Answer 11

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

Question 12

What is the purpose of service configuration management?

Answer 12

Accurate and reliable information about the configuration of services and the CIs that support them, including configuration and relationships.

Question 13

What is the definition of a configuration item?

Answer 13

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

Question 14

What is the purpose of monitoring and event management?

Answer 14

Observe services/services components and report selected changes of state.

Question 15

What is the definition of an event?

Answer 15

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

Question 16

What are the five key activities of event management?

Answer 16

1. What should be monitored/establishing a monitoring strategy
2. Implementing and maintaining monitoring
3. Establishing and maintaining monitoring thresholds
4. Establishing and maintaining monitoring policies
5. Implementing monitoring processes and automations

Question 17

What is the purpose of deployment management?

Answer 17

To move new or changed goods or services to live environments.

Question 18

What are the three types of deployment and release methods?

Answer 18

1. Big bang vs. phased
2. Manual vs. continuous
3. Push vs pull

Question 19

What is the purpose of release management?

Answer 19

To make new and changed (deployed) services available for use.

Question 20

What is the purpose of continual improvement?

Answer 20

Improve services, service components, practices, or any element involved in the management of products and services.

Question 21

What is the purpose of change enablement?

Answer 21

To maximize the number of successful IT changes.

Question 22

What is the definition of change?

Answer 22

The addition, modification, or removal of anything that could have an effect on the delivery of a service.

Question 23

What is the purpose of incident management?

Answer 23

Minimize negative impacts of incidents by restoring normal service operations.

Question 24

What is the definition of an incident?

Answer 24

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

Question 25

What is the purpose of problem management?

Answer 25

Reduce the likelihood and impact of incidents by identifying actual and potential causes.

Question 26

What are three components of problem management?

Answer 26

1. Problem
2. Known error
3. Workaround

Question 27

What is the definition of a problem?

Answer 27

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

Question 28

What is the definition of a known error?

Answer 28

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

Question 29

What is a workaround?

Answer 29

A solution that reduces or eliminates the impact of an incident or problem while a resolution is not yet available.

Question 30

What is the purpose of service request management?

Answer 30

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests.

Question 31

What is the purpose of the service desk?

Answer 31

To capture demand for incident resolution and service requests. It is also the point of communication for the service provider with all its users.

Question 32

What channels for access do service desks provide?

Answer 32

Phone calls, service portals, mobile apps, live chat, email, walk-in, text, social media, discussion forums.

Question 33

What is the purpose of service-level management?

Answer 33

To set clear business-based targets for service performance.