5 Flashcards
(30 cards)
What is the purpose of the guiding principle ‘Optimize and Automate’?
Maximize efficiency by optimizing processes and then automating repetitive tasks when appropriate.
What is the purpose of the guiding principle ‘Think and Work Holistically’?
Understand and manage systems as a whole, not just individual parts.
What is the purpose of the guiding principle ‘Keep It Simple and Practical’?
Eliminate unnecessary complexity; use the minimum needed to achieve objectives.
What is the difference between availability and reliability?
Availability is service uptime; reliability is the ability to keep operating without failure.
What is mean time to restore service (MTRS)?
The average time taken to restore a service after an incident.
What is mean time between failures (MTBF)?
The average time a service operates before experiencing a failure.
What is an underpinning contract (UC)?
A contract between an IT service provider and a third party, supporting the delivery of services to customers.
What is an operational level agreement (OLA)?
An agreement between internal teams defining their responsibilities to support service delivery.
What is capacity management focused on?
Ensuring services meet current and future performance and capacity demands.
What is availability management focused on?
Ensuring services are available when and where needed.
What is the main goal of service financial management?
Ensure that the organization’s financial resources are used effectively to achieve its goals.
What is the purpose of the service catalogue?
Provide a structured, comprehensive list of all live services and their details.
What is an example of a change model?
A predefined approach for handling a particular type of change, including steps and responsibilities.
What is the difference between service monitoring and event management?
Monitoring is observing services; event management is interpreting significant changes detected by monitoring.
What is a service transition?
The phase where new or changed services are built, tested, and deployed into production.
What is the purpose of continual improvement?
Ensure that services, processes, and practices are aligned with business needs and evolve over time.
What is CSI (Continual Service Improvement) related to?
Ongoing identification and implementation of improvements to services and practices.
What is the difference between internal and external customers?
Internal customers work inside the organization; external customers are outside paying clients.
What is the difference between reactive and proactive problem management?
Reactive addresses known issues; proactive identifies and resolves potential issues before they occur.
What is a critical success factor (CSF)?
A necessary condition or activity that must happen for a process or service to be successful.
What is a key performance indicator (KPI)?
A measurable value used to track progress toward a critical success factor.
What does shift-left mean?
Moving work closer to the source (such as empowering the service desk or users) to improve efficiency.
What does governance ensure in the SVS?
That policies and continual monitoring guide organizational activities and decisions.
What is the definition of a practice owner?
A person accountable for the performance and improvement of a specific ITIL practice.
