Practices Flashcards
[?] is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
- Incdient Management
- Continual Improvement
- Risk Management
- Problem Management
Incident Management
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
Which practice utilizes error control to manage known errors?
- Service Desk
- Incident Mangement
- Problem Management
- Risk Management
Problem Management
The practice of planning and managing the full lifecycle of all IT assets
- Insformation Security Management
- IT Asset Management
- Continual Improvement
- Organizational Change Management
IT Asset Management Practice
Which of the following terms is best described as a component that needs to be managed in order to deliver an IT service?
Configuration Item
Any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
An unplanned interruption to a service or reduction in the quality of a service
Incident
Which practice focuses on maintaining the C.I.A (confidentiality, integrity, availability) of a service?
- Service Design
- Risk Management
- Availability Management
- Information Security Management
Information Security Management
Which practice focuses on managing risks associated with the CIA of information?
Information Security Management
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
Change enablement Practice
Recurring incidents in a service are being analyzed for a cause in an attempt to find a workaround. What is this an example of?
Problem Management
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 release
[?] focuses on protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Information Security Management
Monitoring and Event Management is the practice of …
systematically observing services and service components and recording and reporting selected changes of state identified as events
The practice of capturing demand for incident resolution and service request
Service Desk Practice
What can be applied to a known error in order to temporarily reduce or eliminate the impact of an incident?
Workaround
A cause, or potential cause, of one or more incidents
Problem
changes of state that have significance for a service, CI, or management team
Events
Error Control is a Problem Management activity used to…
manage known errors
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
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?
Service Request Management
When is a request for change typically implemented?
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.)
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?
Deployment Management
Which practice under involves ensuring 3rd party vendors deliver services and products according to pre-approved performance levels?
Supplier Management
Which practice focuses on providing insight about a configuration items change of state?
Monitoring and Event Management
Which of the following practices involves consistently reviewing services and platforms provided to customers, so that value adding activities may be uncovered?
Continual Improvement
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
Continual Improvement Practice
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 Standard Change
The Information Security management practice involves….
protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information, a.k.a the C.I.A triad.
Service request management is 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 has changed and the features available for use have been altered. Which of the following focuses on making these changes available for use?
Release Management
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 Practice
Which of the following is an example of a Service Request?
A user can’t remember their password and therefore can’t access the service being provided. And needs their password reset.
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?
Service Request Management
Any change of state that has significance for the management of a service or other configuration item
Event
The practice of protecting an organization by understanding and managing risks to confidentiality, integrity, and availability of information (CIA)
Information Security Management Practice
What is considered the single point of communication between the service provider and all its customers?
Service Desk
Organizations and People focuses on formal Organizational Structure and Culture. Organizational Culture is created by all of the following
vision, leadership, and values
Emergency changes are….
used just for emergencies
Which is defined as a financially valuable component that can contribute to the delivery of an IT product or service?
IT Asset
Service Request Management
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.
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?
Change Enablement
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
Supplier Management Practice
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?
The evaluation and assessment needs to be accelerated
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?
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.)
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Relationship Management Practice
The practice of making new and change services and features available for use
Release Management Practice
Which ITIL Practice ensures that risks caused by alterations to services are properly assessed & managed before and after alterations are made?
Change enablement
Change Enablement focuses on…
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 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?
Service Configuration Management
Configuration Items or CI’s are…
the component parts that make up the service.
Which type of tasks would you most likely automate?
A standard task that is repeated.
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Incident Management Practice
Incident Management focuses on…
minimization of business impact during service interruptions
Service Level Management focuses on…
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
Which practice includes the analysis of recurring errors so that future errors can be predicted, and incidents can be prevented from occurring?
Problem Management
Any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
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)
Monitoring and Event Management Practice
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
Problem Management Practice
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
The Deployment Management practice focuses on…
moving new or changed hardware, software, documentation, processes, or any other service component to live production environments.
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 Practice
Problem management attempts to…
reduce incidents through prevention by analysis.
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?
Service Level Management
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
A cause, or potential cause, of one or more incidents
Problem
Problem
The Continual Improvement practice focuses on…
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
The C.I.A. triad is…
confidentiality, integrity, availability
Removing known errors from an IT environment best describes which of the following?
Error control
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments
Deployment Management Practice
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
Service Level Management Practice
Any change of state that has significance for the management of a service or other configuration item
Event
Which activity is used during a standard change to identify, analyze, and evaluate events that could cause harm or loss?
Risk Assessment
An unplanned interruption to a service or reduction in the quality of a service
Incident
