Management Practices Flashcards
Which practice is a joint activity performed by a Service Provider and Service Consumer ensures continual value co-creation?
Relationship Management
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.
Maximize, Successful, Risks
The Definition Of An Incident Is An [X?] Interruption To A Service Or A [X?] In The [X?] Of A Service.
Unplanned, Reduction, Quality
What Are The 3 Phases Of Problem Management?
Problem Identification, Problem Control, Error Control
What Is A Practice?
A Set Of Resources Designed For Performing Work Or Accomplishing An Objective
What Are The Three Categories Within The Itil Management Practices?
Technical, General And Service
How Many ITIL Management Practices Are There?
34
“Observe, record and report selected changes of state” is part of which practice?
Monitoring And Event Management Practice
The practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.
Incident Management
Which Practice Provides Support For Managing Feedback, Compliments And Complaints From Users?
Service Request Management
Which Practice May Involve The Initiation Of Disaster Recovery?
Incident Management
What Does The Service Request Management Practice Depend On For Maximum Efficiency?
Processes And Procedures
Which Practice Has The Purpose Of Ensuring That Accurate And Reliable Information Is Available About Configuration Items And The Relationships Between Them?
Service Configuration Management
Which Practice Has The Purpose Of Establish And Nurture The Links Between The Organization And Its Stakeholders At Strategic And Tactical Levels?
Relationship Management
Which Practice Has A Purpose That Includes Helping The Organization To Maximize Value, Control Costs And Manage Risks?
IT Asset Management
Which Practice Provides Visibility Of The Organization’S Services By Capturing And Reporting On Service Performance?
Service Level Management
Which Practice Includes The Classification And Ownership Of Queries And Requests From Users?
Service Desk
Which Practice Identifies Metrics That Reflect The Customer’S Experience Of A Service?
Service Level Management
Which Practice Provides A Single Point Of Contact For Users?
Service Desk
Which Role Submits Requests To The Service Desk?
User (Or Their Authorized Representative)
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?
Supplier Management
Which Practice Has The Purpose Of Capturing Demand For Incident Resolution And Service Requests?
Service Desk
Which Practice Includes Addressing Vulnerabilities That Were Not Identified Prior To Launch?
Problem Management
Which Practice Conducts Service Reviews To Ensure That Services Continue To Meet The Changing Needs Of The Organization?
Service Level Management
Which Practice Defines Service Level Agreements
Service Level Management
Which Practice Is Responsible For Making New Services Available For Use?
Release Management
Which Practice Is Responsible Moving A New Or Changed Service Or Its Components To A New Environment?
Deployment Management
Which Practice Plans, Coordinates, And Controls The Release Of New Or Changed Services Into A Production Environment?
Release Management
Which Practice Ensures Assessment And Authorization For Additions, Modifications Or Removals That Could Affect Services?
Change Control
Which Practice Ensures A Controlled And Coordinated Approach To Implementing Changes To Services Or Infrastructure?
Change Control
What is the core purpose of Incident Management?
To React Effectively When Incidents Occur, Minimize Their Impact, And Restore Normal Service As Quickly As Possible.
Define “Incident”
An Unplanned Interuption Or Reduction In The Quality Of A Service.
What Type Of Change Is Most Likely Managed By The Service Request Management Practice?
Standard Change
What Are The 3 Types Of Changes (In Order)?
- Standard Change
- Normal Change
- Emergency Change
What Is The Primary Use Of A Change Schedule?
To Plan Changes And Help Avoid Conflicts.
Define “Standard Change”
A Change That Is Well Understood, Fully Documented And Pre-Authorized.
Define “Change”
To Add, Modify Or Remove Anything That Could Have A Direct Or Indirect Effect On Services.
Which Practice Emphasizes Understanding Your Current State Before Making Changes?
Start Where You Are
Every [?] Should Be [?] Based On Its Potential [?] And [?] .
Problem, Prioritized, Impact, Probability
A Known Error Is . . .
The Status Assigned To A Problem After It Has Been Analyzed, but is not yet resolved.
A Potential Cause Of One Or More Incidents?
Problem
Define Workaround
A Temporary Solution That Minimizes Or Eliminates The Impact Of A Problem Or Incident.
What Happens If A Workaround Becomes The Permanent Way Of Dealing With A Problem That Cannot Be Resolved Cost- Effectively?
The Problem Remains In The Known Error Status.
Which 2 Practices Are Typically Involved In The Implementation Of A Problem Resolution?
- Continual Improvement
- Change Control
The Earliest Point A Workaround Can Be Documented In Problem Management?
After The Problem Has Been Logged.
**[?] **Moves Components To Live Environments;
**[?] **Makes New And Changed Components Available For Use
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”
How Does Increased Automation Impact The Service Desk Practice?
It Enhances The Ability To Concentrate On Customer Experience In Areas Were Personal Interaction Is Required.
What Is The Purpose Of Service Level Management
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
Service Level Management Ensures The Organization Meets The Defined Services Through The …
4 Actions
Collection, Analysis, Storage, Reporting Of Relevant Metrics.
How Does Categorization Of Incidents Assist The ‘Incident Management’ Practice?
It Helps Direct The Incident To The Correct Support Area
Categorization = Support Area
Prioritization = Impact
How Do Target Resolution Times Function In Incident Management?
They Are Agreed Upon, Documented, And Communicated To Set User Expectations.
What Are The 14 General Management Practices?
- Continual Improvement
- Information Security Management
- Relationship Management
- Supplier Management**
- Architecture Management
- Knowledge Management
- Measurement And Reporting
- Organizational Change Management
- Portfolio Management
- Project Management
- Risk Management
- Service Financial Management
- Strategy Management
- Workforce And Talent Management
The Purpose Of The ‘Information Security Management’ Practice Is To ____ The Organization’S Information.
Protect
Which Practice Involves Identifying, Understanding, And Engaging With The Various Groups Or Individuals Who Have An Interest In Your Service?
Relationship Management
Relationship Management requires [?] of both the [?] and [?]?
Co-operation, Service Provider, Service Consumer
Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?
Information Security Management
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Change Enablement
Which practice has a strong influence on the user experience and perception of the service provider?
Service Desk
Which practice is used to understand customers requirements for services?
Relationship Management
Which practice is responsible for handling various user requests, inluding feedback, compliments and complaints?
Service Request Management
What is the purpose of the ‘monitoring and event management’ practice?
To systematically observe services and service components
What is the purpose of the ‘continual improvement’ practice?
To align the organization’s practices and services with changing business needs
Which is an element of the ‘relationship management’ practice?
To identify, analyze, monitor, and continually improve links with stakeholders
What is a change schedule primarily used for?
To help plan changes, assist in communication and avoid conflicts
[?] impact incidents should be resoved [?] so the resource required is reduced.
Low impact incidents should be resoved efficiently so the resource required is reduced.
Which is an activity of ‘problem identification’?
Analysing information from software developers
Why should some service requests be fullfilled with no additional approvals?
To streamline the fullfilment workflow
Incident Management resolves the [?] impact incidents first.
Highest
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A Standard Change
Which type of change is most likely to be initiated as part of the ‘Service Request Management’ practice?
A Standard Chage
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
Formal Process
What is required by all service desk staff?
Demonstration of emotional intelligence
Which is an activity of the ‘problem management’ practice?
Prioritization of problems based on the risk that they pose
Which skill is required by the ‘service level management’ practice?
Supplier Management
What is the main benefit of ‘problem managment’?
Reducing the number and impact of incidents
Which will not be handled as a service request
The degredation of a service
Incident Management has [?]; Where as service desk has [?]
Formal Process, Process and Procedures
A Request From A User Which Is A Normal Part Of Service Delivery
Standard Change
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.
Change Enablement
The practice of moving new or changed hardware, software,
documentation, processes, or any other service component to live environments.
Deployment Management
The practice of planning and managing the full lifecycle of all information technology (IT) assets.
ITAM - IT Asset Management
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Monitoring and Event Management
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem Management
What is a set of organizational
resources designed for performing work
or accomplishing an objective?
A Practice
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.
Service Configuration Management
What is an SLA - Service Level Agreement
A documented agreement
between a service provider and
a customer that identifies
services required and the
expected level of service
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.
Service Request Management
