Lesson 6 Part 1

Question 1

Any financially valuable component that contributes to the delivery of an IT product or service

Answer 1

IT asset

Question 2

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Answer 2

Change

Question 3

It is the development of improvement-related methods and techniques and the propagation of a continual improvement culture across the organization, in alignment with the organization’s overall strategy.

Answer 3

Continual Improvement Practice

Question 4

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

Answer 4

Incident

Question 5

The Continual improvement practice is integral to the _______ and __________ of every other practice as well as to the complete lifecycle of all services and the SVS itself.

Answer 5

development; maintenance

Question 6

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

Answer 6

Problem

Question 7

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

Answer 7

Configuration item

Question 8

It defines the organization’s plan for how it will leverage the contribution of suppliers in the achievement of its overall service management strategy.

Answer 8

Supplier Strategy

Question 9

It interacts with every other practice.

Answer 9

Information Security Management

Question 10

The purpose is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 10

Change Enablement

Question 11

A problem that has been analyzed but has not been resolved

Answer 11

Known Error

Question 12

The required security is established by means of policies, processes, behaviors, risk management, and controls, which must maintain a balance between:

Answer 12

1. Prevention
2. Detection
3. Correction

Question 13

The purpose of this management practice is to protect information needed by organization to conduct its business.

Answer 13

Information Security Management

Question 14

The purpose of this management is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

Answer 14

Supplier Management

Question 15

Different types of supplier relationships between an organization and its suppliers that need to be considered as part of the organization’s sourcing strategy include:

Answer 15

1. Insourcing
2. Outsourcing
3. Single source/Partnership
4. Multisourcing

Question 16

What are the 3 types or changes:

Answer 16

1. Standard Changes
2. Normal Changes
3. Emergency Changes

Question 17

Any change of state that has significance for the management of a service or other configuration item (CI)

Answer 17

Event

Question 18

The purpose of this management is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

Answer 18

Relationship Management

Question 19

A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets the stakeholders’ expectations

Answer 19

Continual Improvement

Question 20

A successful ______________ requires a thorough understanding of an organization’s objectives, the resources required to deliver that strategy, the environmental factors, and the risks associated with implementing specific approaches.

Answer 20

Sourcing strategy