Important/Other practices

Question 1

set of organizational resources designed to perform work or accomplish an objective

Answer 1

practices

Question 2

happens everywhere in org, 4 dimensions need to be considered during any improvement initiative, ideas need to be re-prioritized

Answer 2

continual improvement

Question 3

what is the vision -> where are we now -> where do we want to be ->
how do we get there ->
take action ->
did we get there ->
momentum

Answer 3

continual improvement practice

Question 4

maximizes the number of successful changes through proper risk assessment and minimize negative impact of failed changes

Answer 4

change enablement

Question 5

pre-authorized, low risk, low cost (service requests)

Answer 5

standard changes

Question 6

authorization depends on what kind of change it is

Answer 6

normal changes

Question 7

needs rapid action, possibly has separate change authority

Answer 7

emergency changes

Question 8

minimizes negative impact of incidents by restoring normal operation asap

Answer 8

incident management

Question 9

unplanned interruption or reduction of quality, uses same categorization as problem tickets

Answer 9

incident

Question 10

need a separate procedure from regular incidents

Answer 10

major incident

Question 11

reduces likelihood of recurring incidents by identifying root causes and eliminating them

Answer 11

problem management

Question 12

unknown cause of one or more incidents

Answer 12

problem

Question 13

a problem with a known root cause but no solution

Answer 13

known error

Question 14

alternate solution, reducing the impact of the problem

Answer 14

workaround

Question 15

problem management phases

Answer 15

problem identification -> problem control -> error control

Question 16

captures demand for incidents and service requests, single point of contact between service provider and users

Answer 16

service desk

Question 17

service desk process

Answer 17

issues, requests, queries ->
SPOC ->
acknowledge ->
classify ->
own ->
act

Question 18

service desk skills

Answer 18

incident analysis, effective communication, emotional intelligence, customer service skills

Question 19

sets clear business based targets for service performance, so the delivery of a service can be measured properly

Answer 19

service level management

Question 20

agreement between customer and service provider

Answer 20

SLA (service level agreement)

Question 21

agreement between different units of the same org

Answer 21

OLA (operational level agreement)

Question 22

agreement between service provider and external supplier

Answer 22

UC (underpinning contract)

Question 23

supports the agreed quality of services by handling all pre-defined user-initiated service requests

Answer 23

service request management

Question 24

formal request for something other than incident resolution

Answer 24

service request

Question 25

protects info needed by orgs to conduct business

Answer 25

information security management

Question 26

establishes and nurtures links between orgs and stakeholders at strategic and tactical levels

Answer 26

relationship management

Question 27

ensures that suppliers of the org and their performances are managed to support seamless service provision

Answer 27

supplier management

Question 28

plans and manages the full lifecycle of IT assets

Answer 28

IT asset management

Question 29

any financially valuable component that can contribute to the delivery of IT products or services

Answer 29

IT asset

Question 30

observes services and components and records changes in their state

Answer 30

monitoring and event management

Question 31

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

Answer 31

event

Question 32

event types

Answer 32

information, warning, exception

Question 33

makes new and changed services and features available for use

Answer 33

release management

Question 34

version of a service that is made available for use

Answer 34

release

Question 35

releases are disconnected from deployments with

Answer 35

canary/dark releases

Question 36

ensures accurate information is available when needed about services, configuration items and their relationships

Answer 36

service configuration management

Question 37

any component that needs to be managed to deliver an IT service

Answer 37

CI (configuration item)

Question 38

a db or collection of dbs holding CIs and connections

Answer 38

CMDB (configuration management databases)

Question 39

a frontend/user interface for CMDBs

Answer 39

CMS (configuration management system)

Question 40

moves new or changed hardware, software, documentation, or other components from one environment to the next

Answer 40

deployment management