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ITILv4 Foundations > Practices > Flashcards

Practices Flashcards

1
Q

[?] is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

  1. Incdient Management
  2. Continual Improvement
  3. Risk Management
  4. Problem Management
A

Incident Management

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2
Q

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

A

Configuration Item (CI)

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3
Q

Which practice utilizes error control to manage known errors?

  1. Service Desk
  2. Incident Mangement
  3. Problem Management
  4. Risk Management
A

Problem Management

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4
Q

The practice of planning and managing the full lifecycle of all IT assets

  1. Insformation Security Management
  2. IT Asset Management
  3. Continual Improvement
  4. Organizational Change Management
A

IT Asset Management Practice

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5
Q

Which of the following terms is best described as a component that needs to be managed in order to deliver an IT service?

A

Configuration Item

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6
Q

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

A

IT Asset

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7
Q

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

A

Incident

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8
Q

Which practice focuses on maintaining the C.I.A (confidentiality, integrity, availability) of a service?

  1. Service Design
  2. Risk Management
  3. Availability Management
  4. Information Security Management
A

Information Security Management

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9
Q

Which practice focuses on managing risks associated with the CIA of information?

A

Information Security Management

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10
Q

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

A

Change enablement Practice

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11
Q

Recurring incidents in a service are being analyzed for a cause in an attempt to find a workaround. What is this an example of?

A

Problem Management

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12
Q

a version of a service or other configuration item, or a collection of configuration items, that is made available for use by Release management

A release is…

A

A release

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13
Q

[?] focuses on protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

A

Information Security Management

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14
Q

Monitoring and Event Management is the practice of …

A

systematically observing services and service components and recording and reporting selected changes of state identified as events

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15
Q

The practice of capturing demand for incident resolution and service request

A

Service Desk Practice

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16
Q

What can be applied to a known error in order to temporarily reduce or eliminate the impact of an incident?

A

Workaround

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17
Q

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

A

Problem

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18
Q

changes of state that have significance for a service, CI, or management team

A

Events

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19
Q

Error Control is a Problem Management activity used to…

A

manage known errors

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20
Q

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

A

Change

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21
Q

A user makes a request that initiates a service action. This service action has been agreed upon as a part of normal part of service delivery. Which practice would this be an example of?

A

Service Request Management

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22
Q

When is a request for change typically implemented?

A

For a Normal Change (Normal changes have not been pre-approved and as such require an evaluation, authorization, and a scheduling for change according to a standard set of processes.)

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23
Q

An organization is struggling to efficiently and effectively migrate changed aspects of a service into their production environment, which decreases the value of the service. Which of the following practices should they consider?

A

Deployment Management

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24
Q

Which practice under involves ensuring 3rd party vendors deliver services and products according to pre-approved performance levels?

A

Supplier Management

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25
Q

Which practice focuses on providing insight about a configuration items change of state?

A

Monitoring and Event Management

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26
Q

Which of the following practices involves consistently reviewing services and platforms provided to customers, so that value adding activities may be uncovered?

A

Continual Improvement

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27
Q

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

A

Continual Improvement Practice

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28
Q

a low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization or documentation.

A

A Standard Change

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29
Q

The Information Security management practice involves….

A

protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information, a.k.a the C.I.A triad.

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30
Q

Service request management is the practice of …

A

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

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31
Q

A service has changed and the features available for use have been altered. Which of the following focuses on making these changes available for use?

A

Release Management

32
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 Practice

33
Q

Which of the following is an example of a Service Request?

A

A user can’t remember their password and therefore can’t access the service being provided. And needs their password reset.

34
Q

Which practice is used to support the agreed quality of a service by ensuring that all pre-defined, user-initiated demands are handled in an effective and user-friendly manner?

A

Service Request Management

35
Q

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

A

Event

36
Q

The practice of protecting an organization by understanding and managing risks to confidentiality, integrity, and availability of information (CIA)

A

Information Security Management Practice

37
Q

What is considered the single point of communication between the service provider and all its customers?

A

Service Desk

38
Q

Organizations and People focuses on formal Organizational Structure and Culture. Organizational Culture is created by all of the following

A

vision, leadership, and values

39
Q

Emergency changes are….

A

used just for emergencies

40
Q

Which is defined as a financially valuable component that can contribute to the delivery of an IT product or service?

A

IT Asset

41
Q

Service Request Management

A

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.

42
Q

An alteration to a service has resulted in a new error after the service was deployed to customers. The new error has affected the ability of the service to meet its service level targets. Which ITIL practice would help mitigate the chance of this scenario occurring by ensuring that risks are properly assessed before alterations are made?

A

Change Enablement

43
Q

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

A

Supplier Management Practice

44
Q

It is 10:10 AM on a Sunday and a server in the data center has just experienced an outage. A change needs to be introduced as soon as possible. Which statement is true about the evaluation and assessment process for this change?

A

The evaluation and assessment needs to be accelerated

45
Q

An organization is attemtping to start a new project. The team started with a very complicated concept, continually included extra steps, and coud not find aspects to eliminate over time. Which guiding principle are they not adhering to?

A

Keep it Simple and Practical (Keep it Simple and Practical focuses on incorporating fewer steps, eliminating unnecessary procedures, and starting uncomplicated while adding valuable steps as they are discovered.)

46
Q

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

A

Relationship Management Practice

47
Q

The practice of making new and change services and features available for use

A

Release Management Practice

48
Q

Which ITIL Practice ensures that risks caused by alterations to services are properly assessed & managed before and after alterations are made?

A

Change enablement

49
Q

Change Enablement focuses on…

A

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

50
Q

A customer requests information about the configuration of services after a recent change. Which practice is responsible for ensuring that the configuration information about the service is accurate, reliable, and available when needed?

A

Service Configuration Management

51
Q

Configuration Items or CI’s are…

A

the component parts that make up the service.

52
Q

Which type of tasks would you most likely automate?

A

A standard task that is repeated.

53
Q

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

A

Incident Management Practice

54
Q

Incident Management focuses on…

A

minimization of business impact during service interruptions

55
Q

Service Level Management focuses on…

A

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

56
Q

Which practice includes the analysis of recurring errors so that future errors can be predicted, and incidents can be prevented from occurring?

A

Problem Management

57
Q

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

A

IT Asset

58
Q

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

A

IT Asset

59
Q

The practice of systematically observing service and service components and recording and reporting selected changes of stat identified as events (proactive monitoring to reduce incidents)

A

Monitoring and Event Management Practice

60
Q

Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors

A

Problem Management Practice

61
Q

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

A

Configuration Item (CI)

62
Q

The Deployment Management practice focuses on…

A

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

63
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 Practice

64
Q

Problem management attempts to…

A

reduce incidents through prevention by analysis.

65
Q

A management team is attempting to set clear business-based targets for service performance, to help with later assessments. Which practice is this an example of?

A

Service Level Management

66
Q

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

A

Change

67
Q

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

Problem

A

Problem

68
Q

The Continual Improvement practice focuses on…

A

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

69
Q

The C.I.A. triad is…

A

confidentiality, integrity, availability

70
Q

Removing known errors from an IT environment best describes which of the following?

A

Error control

71
Q

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

A

Deployment Management Practice

72
Q

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

A

Service Level Management Practice

73
Q

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

A

Event

74
Q

Which activity is used during a standard change to identify, analyze, and evaluate events that could cause harm or loss?

A

Risk Assessment

75
Q

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

A

Incident

ITILv4 Foundations (6 decks)

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