Section 9

Question 1

Change Enablement

Answer 1

Maximizes the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Question 2

Incident Mangement

Answer 2

Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.

Question 3

Problem Management

Answer 3

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

Question 4

Service Desk

Answer 4

Capture demand for incident resolution and service requests.

Question 5

Service Level Management

Answer 5

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

Question 6

Service Request Management

Answer 6

Supports the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

Question 7

IT Asset Management

Answer 7

To plan and manage the full lifecycle of all IT assets, to help the organization:

1. Maximize value.
2. Control costs.
3. Manage risks.
4. Support decision-making about purchase, re-use, and retirement of assets.
5. Meet regulatory & contractual requirements.

Question 8

Monitoring & Event Management

Answer 8

Systematically observes a service or service component, and record and report selected changes of state identified as events.

Question 9

Release Management

Answer 9

To make new and changed services and features available for use.

Question 10

Service Configuration Management

Answer 10

Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

Question 11

What are the two things Change Enablement needs to balance?

Answer 11

1. The beneficial effects of changes.
2. Protecting ourselves against the adverse effects of changes.

Anytime you change something you introduce a risk of failure.

Question 12

Change

Answer 12

Addition, modification, or removal of anything taht could have a direct or indirect effect on IT services.

Question 13

What are the three types of changes?

Answer 13

1. Standard (pre-authorized; low-risk & well-understood. e.g. a password reset request).
2. Normal (require some level of authorization based on the level of change. planned & scheduled in advance. e.g. a server upgrade from 2018 to 2019).
3. Emergency (have an expedited assessment & authorization process. A change that must be introduced as soon as possible. Failure to plan is not an emergency change. e.g. service failure.).

Question 14

Change Authority

Answer 14

A person or group responsible for authorizing a change.

Question 15

Change Schedule

Answer 15

Used to help plan, changes, assist in communication, avoid conflicts, and assign resources.

Question 16

Incident

Answer 16

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

Question 17

Swarming

Answer 17

Involves many different stakeholders working together initially, until it becomes very clear which of them is best placed to continue and who can move on to other tasks.

Question 18

What does good incident resolution rely on?

Answer 18

Collaboration and information sharing.

Question 19

Problem

Answer 19

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

Question 20

Known Error

Answer 20

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

Question 21

Workaround

Answer 21

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

Question 22

What are the four types of service desks?

Answer 22

1. Local service desk (located close to users it serves).
2. Centralized service desk (one location for serving all users).
3. Virtual service desk (allows techs to be located in a variety of locations globally).
4. Follow the sun service desk (a combination of desks throughout the globe to provide 24/7 support).

Question 23

What are the four service desk steps in progression?

Answer 23

1. Acknowledge.
2. Classify.
3. Own.
4. Act.

Question 24

Why does the service desk effect its users’ perception of the service provider?

Answer 24

They are the main and primary point of contact for the user.

Question 25

Service Level Agreement (SLA)

Answer 25

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

Question 26

What 5 things does a good SLA have?

Answer 26

1. It is related to a defined service.
2. The agreement is between the service provider and the service consumer (not customer).
3. Must be simply written and easy to understand.

Question 27

Service Request

Answer 27

A request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.

Question 28

What three phases go into a service request?

Answer 28

1. Initiate.
2. Approve.
3. Fulfill.

Question 29

IT Asset

Answer 29

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

Question 30

Event

Answer 30

Any change of state that has significance for the management of a configuration item (CI) or IT service.

Question 31

Configuration Item (CI)

Answer 31

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