Definitions

Question 1

Service management:

SERVICE

Answer 1

A means of enabling value co–creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Question 2

Service management:

Service Management

Answer 2

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Question 3

Service management:

SPONSOR

Answer 3

A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

Question 4

Service management:

USER

Answer 4

A person who uses services.

Question 5

Service management:

UTILITY

Answer 5

The functionality offered by a product or service to meet a particular need. Utility can be summarized as “what the Service does“ and can be used to determine whether a service is “fit for purpose“.

To have Utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

Question 6

Service management:

WARRANTY

Answer 6

Assurance that a product or service will meet agreed requirements. Warranty can be summarized as “how the service performs“ and can be used to determine whether a service is “fit for use“.

Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formula agreement, or it may be a marketing message or brand image.

Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or “warranty“, if all defined and agreed conditions are met.

Question 7

Service management:

Customer

Answer 7

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 8

ITIL Terms:

Change

Answer 8

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

Question 9

ITIL Terms:

Configuration Item (CI)

Answer 9

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

Question 10

ITIL Terms:

IT Asset

Answer 10

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

Question 11

ITIL Terms:

Event

Answer 11

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

Question 12

ITIL Terms:

Known Error

Answer 12

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

Question 13

ITIL Terms:

Incident

Answer 13

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

Question 14

ITIL Terms:

Problem

Answer 14

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

Question 15

15 ITIL Practices:
Service Management Practices:

Problem Management

Answer 15

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

Question 16

15 ITIL Practices:
Service Management Practices:

Change control practice

Answer 16

The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

Question 17

15 ITIL Practices:
Service Management Practices:

continual improvement practice

Answer 17

The practice of aligning an organizations practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

Question 18

15 ITIL Practices:
Technical Management Practices:

Deployment Management Practice

Answer 18

The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

Question 19

15 ITIL Practices:
General Management Practices:

Information Security Management Practice

Answer 19

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

Question 20

15 ITIL Practices:
Service Management Practices:

Incident Management Practice

Answer 20

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Question 21

15 ITIL Practices:
Service Management Practices:

IT Asset Management Practice

Answer 21

The practice of planning and managing the full lifecycle of all IT assets.

Question 22

15 ITIL Practices:
Service Management Practices:

Monitoring and Event Management Practice

Answer 22

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

Question 23

15 ITIL Practices:
Service Management Practices:

Release Management Practice

Answer 23

The practice of making new and changed services and features available for use.

Question 24

15 ITIL Practices:
General Management Practices:

Relationship Management Practice

Answer 24

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Question 25

15 ITIL Practices:
General Management Practices:

Supplier Management Practice

Answer 25

The practice of ensuring that an organization suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

Question 26

15 ITIL Practices:
Service Management Practices:

Service Configuration Management Practice

Answer 26

The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

Question 27

15 ITIL Practices:
Service Management Practices:

Service Desk Practice

Answer 27

The practice of capturing demand for incident resolution and service requests.

Question 28

15 ITIL Practices:
Service Management Practices:

Service Level Management Practice

Answer 28

The practice of 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.

Question 29

15 ITIL Practices:
Service Management Practices:

Service Request Management Practice

Answer 29

The practice of supporting the agreed quality of a service by handling all pre-defined, user–initiated service requests in an effective and user-friendly manner.