WB Exercise 2 cont

Question 1

A stage in the service lifecycle at the end of deployment and before the service is fully accepted into operation. The service provider may provide additional resources for incident management and problem management during this time.

Answer 1

Early Life Support (ELS)

Question 2

A repeatable way of dealing with a particular category of change. One of these defines specific predefined steps that will be followed for a change of this category.

Answer 2

Change Model

Question 3

A group of people that advises the change manager in the assessment, prioritization, authorization, and scheduling of changes. It is usually made up of representatives from all areas within the IT service provider, the business, and third parties such as suppliers.

Answer 3

Change Advisory Board (CAB)

Question 4

One or more locations in which the definitive and approved versions of all media configuration items are securely stored. This may also contain associated CIs such as licenses and documentation.

Answer 4

Definitive media library (DML)

Question 5

These are managed through the change management process and used as a basis for future builds, releases, and changes. They can also be used to restore IT infrastructure to a known state if a change or release fails.

Answer 5

Configuration baseline

Question 6

Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each of these is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by configuration management.

Answer 6

Configuration item

Question 7

One or more changes to an IT service that are built, tested, and deployed together

Answer 7

Release

Question 8

A logical database containing data used by the service knowledge management system

Answer 8

Knowledge base