ITIL Deck

Question 1

The ITIL® 4 Foundation qualification is intended to?

Answer 1

Introduce candidates to the management of
modern IT-enabled services.

Question 2

Key concepts of services and service management:
Service?

Answer 2

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 3

Key concepts of services and service management:
Service management?

Answer 3

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

Question 4

Key concepts of services and service management:
Customer?

Answer 4

The role that defines the requirements for a service and takes responsibility for the
outcomes of service consumption.

Question 5

Key concepts of services and service management:
User?

Answer 5

The role that uses services.

Question 6

Key concepts of services and service management:
Sponsor?

Answer 6

The role that authorizes budget for service consumption.

Question 7

Key concepts of services and service management:
Utility?

Answer 7

The functionality offered by a product or service to meet a particular need.
‘what the service does’
‘fit for purpose’

Question 8

Key concepts of services and service management:
Warranty?

Answer 8

Assurance that a product or service will meet agreed requirements.
‘how the service performs’
‘fit for use’

Question 9

Key concepts of creating value with services:
Value?

Answer 9

The perceived benefits, usefulness, and importance of something.

Question 10

Key concepts of creating value with services:
Output?

Answer 10

A tangible or intangible deliverable of an activity.

Question 11

Key concepts of creating value with services:
Outcome?

Answer 11

A result for a stakeholder enabled by one or more outputs.

Question 12

Key concepts of creating value with services:
Cost?

Answer 12

The amount of money spent on a specific activity or resource.

Question 13

Key concepts of creating value with services:
Risk?

Answer 13

A possible event that could cause harm or loss, or make it more difficult to achieve
objectives.

Question 14

Key concepts of creating value with services:
Organization?

Answer 14

A person or a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives.

Question 15

Key concepts of service relationships:
Service offering?

Answer 15

A formal description of one or more services, designed to address the needs
of a target consumer group.

Question 16

Key concepts of service relationships:
Service relationship management?

Answer 16

Joint activities performed by a service provider and a
service consumer to ensure continual value co-creation based on agreed and available service
offerings.

Question 17

Key concepts of service relationships:
Service provision?

Answer 17

Activities performed by an organization to provide services. It includes
management of the provider’s resources, configured to deliver the service; ensuring access to
these resources for users; fulfillment of the agreed service actions; service level management;
and continual improvement. It may also include the supply of goods.

Question 18

Key concepts of service relationships:
Service consumption?

Answer 18

Activities performed by an organization to consume services. It includes
the management of the consumer’s resources needed to use the service, service actions
performed by users, and the receiving (acquiring) of goods (if required).

Question 19

The ITIL guiding principles:
Focus on value?

Answer 19

Everything that the organization does needs to map, directly or indirectly,
to value for the stakeholders.

Question 20

The ITIL guiding principles:
Start where you are?

Answer 20

Do not start from scratch and build something new without
considering what is already available to be leveraged.

Question 21

The ITIL guiding principles:
Progress iteratively with feedback?

Answer 21

Do not attempt to do everything at once. Even huge
initiatives must be accomplished iteratively. By organizing work into smaller, manageable
sections that can be executed and completed in a timely manner.

Question 22

The ITIL guiding principles:
Collaborate and promote visibility?

Answer 22

Working together across boundaries produces results
that have greater buy-in, more relevance to objectives, and increased likelihood of longterm
success.

Question 23

The ITIL guiding principles:
Think and work holistically?

Answer 23

No service, or element used to provide a service, stands
alone.

Question 24

The ITIL guiding principles:
Keep it simple and practical?

Answer 24

If a process, service, action, or metric fails to provide value or
produce a useful outcome, eliminate it. In a process or procedure, use the minimum number
of steps necessary to accomplish the objective(s). Always use outcome-based thinking to
produce practical solutions that deliver results.

Question 25

The ITIL guiding principles: Optimize and automate?

Answer 25

Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.

Question 26

The four dimensions of service management: Organizations and people?

Answer 26

This dimension ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Question 27

The four dimensions of service management: Information and technology?

Answer 27

This dimension includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

Question 28

The four dimensions of service management: Partners and suppliers?

Answer 28

This dimension encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

Question 29

The four dimensions of service management: Value streams and processes?

Answer 29

This dimension defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Question 30

The ITIL service value system (SVS)

Answer 30

The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.

Question 31

The ITIL service value system (SVS): Opportunity?

Answer 31

The possibility to add value for stakeholders or to improve the organization.

Question 32

The ITIL service value system (SVS): Demand?

Answer 32

The need or desire for products and services from internal and external customers.

Question 33

The ITIL service value system (SVS): Value?

Answer 33

The perceived benefits, usefulness and importance of something.

Question 34

The ITIL service value system (SVS): Guiding principles?

Answer 34

Recommendations that guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Question 35

The ITIL service value system (SVS): Governance?

Answer 35

The means by which an organization is directed and controlled.

Question 36

The ITIL service value system (SVS): Service value chain?

Answer 36

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.

Question 37

The ITIL service value system (SVS): Practices?

Answer 37

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

Question 38

The ITIL service value system (SVS): Continual improvement

Answer 38

A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

Question 39

The service value chain (SVC) and value chain activities: Plan?

Answer 39

The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Question 40

The service value chain (SVC) and value chain activities: Improve?

Answer 40

The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Question 41

The service value chain (SVC) and value chain activities: Engage?

Answer 41

The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Question 42

The service value chain (SVC) and value chain activities: Design & transition?

Answer 42

The purpose of the design & transition value chain activity is to ensure products and services continually meet stakeholder expectations for quality, costs, and time to market.

Question 43

The service value chain (SVC) and value chain activities: Obtain/build?

Answer 43

The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed, and that they meet agreed specifications.

Question 44

The service value chain (SVC) and value chain activities: Deliver & support?

Answer 44

The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholder’s expectations.

Question 45

ITIL practice

Answer 45

1. Information security management. 2. Relationship management. 3. Supplier management. 4. IT asset management. 5. Monitoring and event management. 6. Release management. 7. Service configuration management. 8. Deployment management. 9. Continual improvement. 10. Change enablement. 11. Incident management. 12. Problem management. 13. Service request management. 14. Service desk. 15.Service level Management

Question 46

Information security management

Answer 46

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

Question 47

Security objectives include:

Answer 47

*Confidentiality: A security objective that ensures information is not made available or disclosed to unauthorized entities. * Integrity: A security objective that ensures information is only modified by authorized personnel and activities. * Availability: A security objective that ensures information is always accessible to authorized personnel whenever required. *Non-repudiation (ensuring that someone can’t deny that they took an action).

Question 48

Relationship management

Answer 48

The purpose of this practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Question 49

Supplier management

Answer 49

The purpose of this 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.

Question 50

Supplier management: Sourcing:

Answer 50

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.

Question 51

IT asset management

Answer 51

The purpose of this practice is to plan and manage the full life cycle of all IT assets, to help the organization maximize value; control costs; manage risks; support decision-making about purchase, re-use, and retirement of assets; and meet regulatory and contractual requirements.

Question 52

IT asset management: IT asset?

Answer 52

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

Question 53

Monitoring and event management:

Answer 53

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

Question 54

Monitoring and event management: Monitoring:

Answer 54

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

Question 55

Monitoring and event management: Event:

Answer 55

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

Question 56

Monitoring and event management: Event: The three event types are:

Answer 56

i. Informational events, which do not require action at the time they are identified, but analysing the data gathered from them at a later date may uncover desirable, proactive steps that can be beneficial to the service. ii. Warning events, which allow action to be taken before any negative impact is actually experienced by the business. iii. Exception events, which indicate that a breach to an established norm has been identified, and require action, even though business impact may not yet have been experienced.

Question 57

Monitoring and event management: Event management:

Answer 57

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.

Question 58

Release management:

Answer 58

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

Question 59

Service configuration management:

Answer 59

The purpose of this 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. Configuration item (CI): Any component that needs to be managed in order to deliver an IT service.

Question 60

Deployment management:

Answer 60

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

Question 61

Continual improvement:

Answer 61

The purpose of this 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.

Question 62

The continual improvement model:

Answer 62

A structured approach to implementing improvements. Use of the model increases the likelihood that ITSM initiatives will be successful, puts a strong focus on customer value, and ensures that improvement efforts can be linked back to the organization’s vision.

Question 63

Continual improvement register (CIR):

Answer 63

Database or structured document to track and manage improvement ideas from identification through to final action

Question 64

Change enablement:

Answer 64

The purpose of this 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.

Question 65

Change enablement: Key terms include:

Answer 65

* Change: The addition, modification, or removal of anything that could have a direct or indirect effect on services. * Request for change (RFC): A description of a proposed change used to initiate change enablement. * Change authority: A person or group responsible for authorizing a change. * Standard change: A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization. * Normal change: A change that must be scheduled, assessed, and authorized following a process. * Emergency change: A change that must be introduced as soon as possible. * Change schedule: A calendar that shows planned and historical changes. * Change model: A repeatable approach to the management of a particular type of change. * Post-implementation review (PIR): A review after the implementation of a change, to evaluate success and identify opportunities for improvement

Question 66

Incident management

Answer 66

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

Question 67

Incident management: Key terms include:

Answer 67

* Incident: An unplanned interruption to a service or reduction in the quality of a service. * Major incident: An incident with significant business impact, requiring an immediate coordinated resolution. * Swarming: A technique to help manage incidents, which involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks.

Question 68

Problem management

Answer 68

The purpose of this practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. * Problem: A cause, or potential cause, of one or more incidents. * Known error: A problem that has been analyzed but has not been resolved. * Workaround: A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents. * Problem identification: Activities that identify and log problems. These include performing trend analysis of incident records; detection of duplicate and recurring issues by users, service desk, and technical support staff; during major incident management, identifying a risk that an incident could recur; analysing information received from suppliers and partners; and analysing information received from internal software developers, test teams, and project teams. * Problem control: Problem control activities include problem analysis, and documenting workarounds and known errors. * Error control: manage known errors, which are problems where initial analysis has been completed; it usually means that faulty components have been identified. Error control also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits.

Question 69

Service request management

Answer 69

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. * Service request: A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Question 70

Service desk

Answer 70

The purpose of this practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. Escalation: The act of sharing awareness or transferring ownership of an issue or work item.

Question 71

Service level management

Answer 71

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. Service level: One or more metrics that define expected or achieved service quality. Metric: A measurement or calculation that is monitored or reported for management and improvement. Service level agreement (SLA): A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. * Watermelon effect: Like a watermelon the SLA may appear green on the outside but is actually red inside. For instance, a system may have been unavailable for an amount of time that is acceptable according to the SLA, but if the unavailability occurred when there was an important process happening, customer/user satisfaction will be low, even though the SLA was met.