6 Purpose/Key Terms of 15 ITIL Practices

Question 1

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

Answer 1

IT asset

Question 2

any change of state that has significance for the management of a service or other configuration item.

Answer 2

event

Question 3

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

Answer 3

configuration item

Question 4

the addition, modification, or removal of anything that could have a direct or indirect
effect on services

Answer 4

change

Question 5

an unplanned interruption to a service or reduction in the quality of a service

Answer 5

incident

Question 6

a cause, or potential cause, of one or more incidents

Answer 6

problem

Question 7

a problem that has been analyzed but has not been resolved

Answer 7

known error

Question 8

The purpose of this practice is to protect the information needed by the organization to conduct its business.

Answer 8

information security management

Question 9

This ITIL practice includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took action).

Answer 9

Information security management

Question 10

What are the 3 security objectives of information security management?

Answer 10

-confidentiality
-integrity
-availability

Question 11

This security objective of information security management ensures information is not made available or disclosed to unauthorized entities.

Answer 11

confidentiality

Question 12

This security objective of information security management ensures information is only modified by authorized personnel and activities.

Answer 12

integrity

Question 13

This security objective of information security management ensures information is always accessible to authorized personnel whenever required.

Answer 13

availability

Question 14

The purpose of this ITIL practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

Answer 14

relationship management

Question 15

This ITIL practice includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Answer 15

relationship management

Question 16

The purpose of this ITIL practice is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

Answer 16

supplier management

Question 17

This ITIL practice includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

Answer 17

supplier management

Question 18

Key term of supplier management:

-the activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary.

Answer 18

sourcing

Question 19

A purpose of this ITIL practice is to plan and manage the full life cycle of all IT assets, to help the organization maximize value, control costs, manage risks

Answer 19

IT asset management

Question 20

A purpose of this ITIL practice is to support decision-making about purchase, re-use, and retirement of assets and meet regulatory and contractual agreements.

Answer 20

IT asset management

Question 21

The purpose of this ITIL practice is to systematically observe services and service components, and record and report selected changes of state identified as events.

Answer 21

monitoring and event management

Question 22

The purpose of this ITIL practice is to make new and changed services and features available for use.

Answer 22

monitoring and event management

Question 23

The ITIL practice identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.

Answer 23

monitoring and event management

Question 24

the repeated observation of a system, practice, process, service, or other entity to detect events and ensure that the current status is known

Answer 24

monitoring

Question 25

any change of state that has significance for the management of a service or other configuration item

Answer 25

event

Question 26

the 3 event types of monitoring and event management

Answer 26

-informational -warning -exception

Question 27

_________ events do not require action at the time they are identified, but analyzing the data gathered from them at a later date may uncover desirable, proactive steps that can be beneficial to the service

Answer 27

informational

Question 28

_______ events allow action to be taken before any negative impact is actually experienced by the business

Answer 28

warning

Question 29

________ events indicate that a breach to an established norm has been identified, and require action, even though business impact may not yet have been experienced

Answer 29

exception

Question 30

________ management: -recording and managing those monitored changes of state that are defined by the organization as an event, determining their significance, and identifying and initiating the correct control action to manage them

Answer 30

event

Question 31

The purpose of this ITIL practice is to make new and changed services and features available for use

Answer 31

release management

Question 32

The purpose of this ITIL practice is to ensure that accurate and reliable information about the configuration of services, and the configuration items (CIs) that support them, is available when and where it is needed.

Answer 32

service configuration management

Question 33

The purpose of this ITIL practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.

Answer 33

deployment management

Question 34

_________ management may also be involved in deploying components to other environments for testing or staging.

Answer 34

deployment management

Question 35

The purpose of this ITIL practice is to align the organization's practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.

Answer 35

continual improvement

Question 36

The purpose of this ITIL practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule

Answer 36

change enablement

Question 37

The purpose of this ITIL practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 37

incident management

Question 38

The purpose of this ITIL practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Answer 38

problem management

Question 39

The purpose of this practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 39

service request management

Question 40

The purpose of this ITIL practice is to capture demand for incident resolution and service requests

Answer 40

service desk

Question 41

The purpose of this practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Answer 41

service level management