V1) ITIL Foundation 4 First Look

Question 1

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

Answer 1

Practice

Question 2

ITIL 4 Practice:

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

Answer 2

Information Security Management

Question 3

ITIL 4 Practice:

Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Answer 3

Relationship Management

Question 4

ITIL 4 Practice:

Ensuring an organization’s suppliers and their performance are managed appropriately to support provision of seamless, quality products and services.

Answer 4

Supplier Management

Question 5

ITIL 4 Practice:

Ensuring services deliver agreed levels of availability to meet customer and user needs.

Answer 5

Availability Management

Question 6

ITIL 4 Practice:

Ensuring services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.

Answer 6

Capacity and Performance Management

Question 7

ITIL 4 Practice:

Planning and managing the full lifecycle of all IT assets.

Answer 7

IT Asset Management

Question 8

ITIL 4 Practice:

Ensuring service availability and performance is maintained at a sufficient level in the event of a disaster.

Answer 8

Service Continuity Management

Question 9

ITIL 4 Practice:

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

Answer 9

Monitoring and Event Management

Question 10

ITIL 4 Practice:

Making new and changed services and features available for use.

Answer 10

Release Management

Question 11

ITIL 4 Practice:

Ensuring accurate and reliable information about the configuration of services and the configuration items that support them is available when and where needed.

Answer 11

Service Configuration Management

Question 12

ITIL 4 Practice:

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

Answer 12

Deployment Management

Question 13

ITIL 4 Practice:

Aligning an organization’s practices and services with changing business needs through ongoing identification and improvement of all elements of effective management of products and services.

Answer 13

Continual Improvement

Question 14

ITIL 4 Practice:

Ensuring risks are properly assessed, authorizing changes to proceed, and managing a change schedule to maximize the number of successful IT changes.

Answer 14

Change Control

Question 15

ITIL 4 Practice:

Minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.

Answer 15

Incident Management

Question 16

ITIL 4 Practice:

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

Answer 16

Problem Management

Question 17

ITIL 4 Practice:

Supporting the agreed quality of service by handling all predefined, user-initiated service request in an effective and user-friendly way.

Answer 17

Service Request Management

Question 18

ITIL 4 Practice:

Capturing demand for incident resolution and service requests.

Answer 18

Service Desk

Question 19

ITIL 4 Practice:

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 19

Service Level Management

Question 20

ITIL 4 Guiding Principle:

• Everything we do must add value from the stakeholders’ perspective.

Answer 20

1. Focus on Value

Question 21

ITIL 4 Guiding Principle:

• Don’t start from scratch – leverage what’s already available.

• Observe directly and fully understand the current state first.

Answer 21

2. Start Where You Are

Question 22

ITIL 4 Guiding Principle:

• Don’t try to do everything at once.

• Organize work into smaller, manageable chunks done more often.

• Use feedback in each iteration to ensure actions are appropriate.

Answer 22

3. Progress Iteratively with Feedback

Question 23

ITIL 4 Guiding Principle:

• Work together across boundaries for more buy-in and success.

• Share information and build understanding and trust.

• Make work and consequences visible.

Answer 23

4. Collaborate and Promote Visibility

Question 24

ITIL 4 Guiding Principle:

• Work on the service, not just its parts.

• Integrate information, technology, organization, people, practices, partners, and agreements.

Answer 24

5. Think and Work Holistically

Question 25

ITIL 4 Guiding Principle:

• Eliminate anything that provides no value.

• Use the minimum number of steps to accomplish objectives.

• Use outcome-based thinking for practical solutions and results.

Answer 25

6. Keep it Simple and Practical

Question 26

ITIL 4 Guiding Principle:

• Use resources, particularly human resources, to best effect.

• Eliminate anything wasteful.

• User technology to achieve whatever it can do.

• Only use human intervention where it adds value.

Answer 26

7. Optimize and Automate

Question 27

ITIL 4 Service Value Chain Activity:

Foster a shared understanding of the vision, improvement direction, and status of all dimensions of service management, products, and services.

Answer 27

Plan

Question 28

ITIL 4 Service Value Chain Activity:

Ensure continual improvement of products, services, and practices across all value chain activities and service management dimensions.

Answer 28

Improve

Question 29

ITIL 4 Service Value Chain Activity:

Foster a good understanding of stakeholder needs, transparency, and continual engagement, and good relationships with all stakeholders.

Answer 29

Engage

Question 30

ITIL 4 Service Value Chain Activity:

Ensure products and services continually meet stakeholder expectations for quality, costs, and time-to-market.

Answer 30

Design and Transition

Question 31

ITIL 4 Service Value Chain Activity:

Ensure service components are available when needed and meet agreed specifications.

Answer 31

Obtain and Build

Question 32

ITIL 4 Service Value Chain Activity:

Ensure services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Answer 32

Deliver and Support