Most Important Practices Flashcards
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
D. Change control
Ensures changes are controlled to avoid risks.
When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested
B. When the procedure for the standard change is created
Assessment happens when it’s first created.
Which statement about emergency changes is CORRECT?
A. The testing of emergency changes can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Needs fast implementation but still involves review.
Which practice coordinates the classification, ownership and communication of service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
B. Service desk
First point of contact for managing service requests.
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management
D. Incident management
Continuously updates information during incidents.
Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?
A. Change Control
B. IT asset management
C. Service desk
D. Service request management
D. Service request management
Handles user service requests and ensures quality.
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
B. Requesting information about how to create a document
Routine request for info or help, not an incident.
What is the purpose of the ‘deployment management’ practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
C. To move new or changed components to live environments
Ensures services/components are ready for use.
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
A. As soon as a solution for the problem has been identified
Done after proper analysis and need for change is clear.
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
A. costs
B. users
C. value
D. performances
D. performances
Focus on managing supplier performance.
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
C. Problem management
Reduces incidents by identifying root causes.
