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Axelos ITIL 4 Foundation Certification > Management Practices > Flashcards

Management Practices Flashcards

1
Q

Which practice is a joint activity performed by a Service Provider and Service Consumer ensures continual value co-creation?

A

Relationship Management

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2
Q

The Purpose Of The Change Enablement Practice Is To [X?] The Number Of [X?] Service And Product Changes By Ensuring That [X?] Have Been Properly Assessed, Authorizing Changes To Proceed, And Managing The Change Schedule.

A

Maximize, Successful, Risks

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3
Q

The Definition Of An Incident Is An [X?] Interruption To A Service Or A [X?] In The [X?] Of A Service.

A

Unplanned, Reduction, Quality

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4
Q

What Are The 3 Phases Of Problem Management?

A

Problem Identification, Problem Control, Error Control

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5
Q

What Is A Practice?

A

A Set Of Resources Designed For Performing Work Or Accomplishing An Objective

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6
Q

What Are The Three Categories Within The Itil Management Practices?​

A

Technical, General And Service

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7
Q

How Many ITIL Management Practices Are There?​

A

34

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8
Q

“Observe, record and report selected changes of state” is part of which practice?

A

Monitoring And Event Management Practice

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9
Q

The practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.

A

Incident Management

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10
Q

Which Practice Provides Support For Managing Feedback, Compliments And Complaints From Users?

A

Service Request Management

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11
Q

Which Practice May Involve The Initiation Of Disaster Recovery?

A

Incident Management

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12
Q

What Does The Service Request Management Practice Depend On For Maximum Efficiency?

A

Processes And Procedures

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13
Q

Which Practice Has The Purpose Of Ensuring That Accurate And Reliable Information Is Available About Configuration Items And The Relationships Between Them?

A

Service Configuration Management

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14
Q

Which Practice Has The Purpose Of Establish And Nurture The Links Between The Organization And Its Stakeholders At Strategic And Tactical Levels?

A

Relationship Management

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15
Q

Which Practice Has A Purpose That Includes Helping The Organization To Maximize Value, Control Costs And Manage Risks?

A

IT Asset Management

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16
Q

Which Practice Provides Visibility Of The Organization’S Services By Capturing And Reporting On Service Performance?

A

Service Level Management

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17
Q

Which Practice Includes The Classification And Ownership Of Queries And Requests From Users?

A

Service Desk

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18
Q

Which Practice Identifies Metrics That Reflect The Customer’S Experience Of A Service?

A

Service Level Management

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19
Q

Which Practice Provides A Single Point Of Contact For Users?

A

Service Desk

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20
Q

Which Role Submits Requests To The Service Desk?

A

User (Or Their Authorized Representative)

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21
Q

Which Practice Has The Purpose To Ensure That The Organization‘s Suppliers And Their Performance Are Managed Appropriately To Support The Seamless Provision Of Quality Products And Services?

A

Supplier Management

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22
Q

Which Practice Has The Purpose Of Capturing Demand For Incident Resolution And Service Requests?

A

Service Desk

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23
Q

Which Practice Includes Addressing Vulnerabilities That Were Not Identified Prior To Launch?

A

Problem Management

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24
Q

Which Practice Conducts Service Reviews To Ensure That Services Continue To Meet The Changing Needs Of The Organization?

A

Service Level Management

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25
Q

Which Practice Defines Service Level Agreements

A

Service Level Management

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26
Q

Which Practice Is Responsible For Making New Services Available For Use?

A

Release Management

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27
Q

Which Practice Is Responsible Moving A New Or Changed Service Or Its Components To A New Environment?

A

Deployment Management

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28
Q

Which Practice Plans, Coordinates, And Controls The Release Of New Or Changed Services Into A Production Environment?

A

Release Management

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29
Q

Which Practice Ensures Assessment And Authorization For Additions, Modifications Or Removals That Could Affect Services?

A

Change Control

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30
Q

Which Practice Ensures A Controlled And Coordinated Approach To Implementing Changes To Services Or Infrastructure?

A

Change Control

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31
Q

What is the core purpose of Incident Management?

A

To React Effectively When Incidents Occur, Minimize Their Impact, And Restore Normal Service As Quickly As Possible.

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32
Q

Define “Incident”

A

An Unplanned Interuption Or Reduction In The Quality Of A Service.

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33
Q

What Type Of Change Is Most Likely Managed By The Service Request Management Practice?

A

Standard Change

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34
Q

What Are The 3 Types Of Changes (In Order)?

A
  1. Standard Change
  2. Normal Change
  3. Emergency Change
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35
Q

What Is The Primary Use Of A Change Schedule?

A

To Plan Changes And Help Avoid Conflicts.

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36
Q

Define “Standard Change”

A

A Change That Is Well Understood, Fully Documented And Pre-Authorized.

37
Q

Define “Change”

A

To Add, Modify Or Remove Anything That Could Have A Direct Or Indirect Effect On Services.

38
Q

Which Practice Emphasizes Understanding Your Current State Before Making Changes?

A

Start Where You Are

39
Q

Every [?] Should Be [?] Based On Its Potential [?] And [?] .

A

Problem, Prioritized, Impact, Probability

40
Q

A Known Error Is . . .

A

The Status Assigned To A Problem After It Has Been Analyzed, but is not yet resolved.

41
Q

A Potential Cause Of One Or More Incidents?

A

Problem

42
Q

Define Workaround

A

A Temporary Solution That Minimizes Or Eliminates The Impact Of A Problem Or Incident.

43
Q

What Happens If A Workaround Becomes The Permanent Way Of Dealing With A Problem That Cannot Be Resolved Cost- Effectively?

A

The Problem Remains In The Known Error Status.

44
Q

Which 2 Practices Are Typically Involved In The Implementation Of A Problem Resolution?

A
  • Continual Improvement
  • Change Control
45
Q

The Earliest Point A Workaround Can Be Documented In Problem Management?

A

After The Problem Has Been Logged.

46
Q

**[?] **Moves Components To Live Environments;
**[?] **Makes New And Changed Components Available For Use

A

Deployment Management (Moves)
Release Management (Makes Available For Use)

What Happens When You Get Deployed In The Military? [You Move]

Release Management Must “Release” Before Deployment Management Can “Deploy”

47
Q

How Does Increased Automation Impact The Service Desk Practice?

A

It Enhances The Ability To Concentrate On Customer Experience In Areas Were Personal Interaction Is Required.

48
Q

What Is The Purpose Of Service Level Management

A

To Set Clear Business Based Targets For Service Level To Ensure The Delivery Of Services Can Be Properly Assessed, Monitored, And Mainaged Against The Targets

49
Q

Service Level Management Ensures The Organization Meets The Defined Services Through The …

4 Actions

A

Collection, Analysis, Storage, Reporting Of Relevant Metrics.

50
Q

How Does Categorization Of Incidents Assist The ‘Incident Management’ Practice?

A

It Helps Direct The Incident To The Correct Support Area

Categorization = Support Area

Prioritization = Impact

51
Q

How Do Target Resolution Times Function In Incident Management?

A

They Are Agreed Upon, Documented, And Communicated To Set User Expectations.

52
Q

What Are The 14 General Management Practices?

A
  1. Continual Improvement
  2. Information Security Management
  3. Relationship Management
  4. Supplier Management**
  5. Architecture Management
  6. Knowledge Management
  7. Measurement And Reporting
  8. Organizational Change Management
  9. Portfolio Management
  10. Project Management
  11. Risk Management
  12. Service Financial Management
  13. Strategy Management
  14. Workforce And Talent Management
53
Q

The Purpose Of The ‘Information Security Management’ Practice Is To ____ The Organization’S Information.

A

Protect

54
Q

Which Practice Involves Identifying, Understanding, And Engaging With The Various Groups Or Individuals Who Have An Interest In Your Service?

A

Relationship Management

55
Q

Relationship Management requires [?] of both the [?] and [?]?

A

Co-operation, Service Provider, Service Consumer

56
Q

Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?

A

Information Security Management

57
Q

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A

Change Enablement

58
Q

Which practice has a strong influence on the user experience and perception of the service provider?

A

Service Desk

59
Q

Which practice is used to understand customers requirements for services?

A

Relationship Management

60
Q

Which practice is responsible for handling various user requests, inluding feedback, compliments and complaints?

A

Service Request Management

61
Q

What is the purpose of the ‘monitoring and event management’ practice?

A

To systematically observe services and service components

62
Q

What is the purpose of the ‘continual improvement’ practice?

A

To align the organization’s practices and services with changing business needs

63
Q

Which is an element of the ‘relationship management’ practice?

A

To identify, analyze, monitor, and continually improve links with stakeholders

64
Q

What is a change schedule primarily used for?

A

To help plan changes, assist in communication and avoid conflicts

65
Q

[?] impact incidents should be resoved [?] so the resource required is reduced.

A

Low impact incidents should be resoved efficiently so the resource required is reduced.

66
Q

Which is an activity of ‘problem identification’?

A

Analysing information from software developers

67
Q

Why should some service requests be fullfilled with no additional approvals?

A

To streamline the fullfilment workflow

68
Q

Incident Management resolves the [?] impact incidents first.

A

Highest

69
Q

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A

A Standard Change

70
Q

Which type of change is most likely to be initiated as part of the ‘Service Request Management’ practice?

A

A Standard Chage

71
Q

The ‘incident management’ practice should maintain [?] for logging and managing incidents.

A

Formal Process

72
Q

What is required by all service desk staff?

A

Demonstration of emotional intelligence

73
Q

Which is an activity of the ‘problem management’ practice?

A

Prioritization of problems based on the risk that they pose

74
Q

Which skill is required by the ‘service level management’ practice?

A

Supplier Management

75
Q

What is the main benefit of ‘problem managment’?

A

Reducing the number and impact of incidents

76
Q

Which will not be handled as a service request

A

The degredation of a service

77
Q

Incident Management has [?]; Where as service desk has [?]

A

Formal Process, Process and Procedures

78
Q

A Request From A User Which Is A Normal Part Of Service Delivery

A

Standard Change

79
Q

The practice of 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.

A

Change Enablement

80
Q

The practice of moving new or changed hardware, software,
documentation, processes, or any other service component to live environments.

A

Deployment Management

81
Q

The practice of planning and managing the full lifecycle of all information technology (IT) assets.

A

ITAM - IT Asset Management

82
Q

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

A

Monitoring and Event Management

83
Q

The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

A

Problem Management

84
Q

What is a set of organizational
resources designed for performing work
or accomplishing an objective?

A

A Practice

85
Q

The practice of ensuring that accurate and
reliable information about the configuration of services, and the configuration items that
support them, is available when and where needed.

A

Service Configuration Management

86
Q

What is an SLA - Service Level Agreement

A

A documented agreement
between a service provider and
a customer that identifies
services required and the
expected level of service

87
Q

The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner.

A

Service Request Management

88
Q
A

Axelos ITIL 4 Foundation Certification (7 decks)

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