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Question 1

A set of organizational resources designed for performing work or accomplishing an objective.

Answer 1

Practice

Question 2

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 product changes.

Answer 2

Change enablement

Question 3

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

Answer 3

Change

Question 4

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

Answer 4

Deployment management

Question 5

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

Answer 5

Incident management

Question 6

The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

Answer 6

Information security management

Question 7

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

Answer 7

IT asset management

Question 8

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

Answer 8

Monitoring and event management

Question 9

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

Answer 9

Event

Question 10

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

Answer 10

Problem management

Question 11

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

Answer 11

Problem

Question 12

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

Answer 12

Incident

Question 13

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

Answer 13

Workaround

Question 14

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

Answer 14

Known error

Question 15

The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

Answer 15

Continual improvement

Question 16

A high-level guide to support improvement initiatives using a cyclical sevel steps framework.

Answer 16

Continual improvement model

Question 17

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

Answer 17

IT Asset

Question 18

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Answer 18

Relationship management

Question 19

The practice of making new and changed services and features available for use.

Answer 19

Release management

Question 20

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.

Answer 20

Service configuration management

Question 21

The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 21

Service level management

Question 22

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.

Answer 22

Service request management

Question 23

The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

Answer 23

Supplier management

Question 24

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

Answer 24

Service Level Agreement (SLA)

Question 25

The practice designed to capture demand for incident resolution and service requests.

Answer 25

Service desk