ITIL Practices

Question 1

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.

Answer 1

continual improvement

Question 2

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

Answer 2

Change

Question 3

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

Answer 3

Incident

Question 4

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

Answer 4

Problem

Question 5

A problem that has been analyzed and has not been resolved

Answer 5

Known Error

Question 6

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

Answer 6

Workaround

Question 7

Request from a user or user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery

Answer 7

Service Request

Question 8

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

Answer 8

Event

Question 9

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service

Answer 9

Service Level Agreement

Question 10

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

Answer 10

IT asset

Question 11

maximize the number of successful IT changes by: Ensuring that risks have been properly measured, Authorizing changes to proceed, and Managing the change schedule

Answer 11

the change enablement practice

Question 12

The person or group who authorizes a change

Answer 12

change authority

Question 13

Focusses on changes in products and services. Balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of changes

Answer 13

Change Enablement

Question 14

Manages the people aspects of changes. Ensures that improvements and organizational transformation initiatives are implemented successfully

Answer 14

Organizational Change Management

Question 15

Low-risk, pre-authorized changes that are well-understood and fully-documented. Can be implemented without the need of additional authorization.

Answer 15

Standard Changes

Question 16

Change that should be scheduled and assessed following a standard process that usually includes authorization. Can be low-risk changes or major changes.

Answer 16

Normal Changes

Question 17

Change that must be implemented as soon as possible usually to resolve an Incident. The process for assessment and authorization is expedited to ensure they can be implemented quickly. May be a separate change authority is required which includes senior managers who understand business risk.

Answer 17

Emergency Changes

Question 18

Helps to plan a change, Assists in communication, Avoids conflicts, and assigns resources. Also used to provide information needed for incident management, problem management, and improvement planning

Answer 18

change schedule

Question 19

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 19

Incident Management

Question 20

The key activities of _____________ : Log and manage the incidents, to Agree, document, and communicate the target resolution times and to Prioritize the incidents

Answer 20

Incident Management

Question 21

___________ the ___________ practice includes: Appropriating management and resource allocation to different types of incidents, Storing information about incidents in incident records, and Providing good-quality updates on incidents

Answer 21

Designing the Incident Management practice

Question 22

People in many different groups/teams, depending on the complexity of the issue or the incident type, working together to complete incident __________ and ___________

Answer 22

Incidents diagnosis and resolution

Question 23

A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management

Answer 23

Disaster Recovery Plans

Question 24

The purpose of _____________ is to reduce the likelihood and impacts of incidents by identifying actual and potential causes of incidents, and Managing workarounds and known errors

Answer 24

problem management

Question 25

Are the causes of incidents; Requires investigation and analysis to identify the causes, develop workarounds, and recommend longer term resolution

Answer 25

Problems

Question 26

Have an impact on users or business processes; Must be resolved so that the normal business activity can continue to work

Answer 26

Incidents

Question 27

Problem Identification, Problem Control, and Error Control are the 3 phases of

Answer 27

problem Management

Question 28

activities that identify and log problems

Answer 28

problem Identification

Question 29

activities that include analyzing problems and documenting workarounds and known errors

Answer 29

Problem control

Question 30

activities that manage known errors.

Answer 30

Error control

Question 31

To provide the promised quality of a service by handling all pre-defined, user-initiated service requests in an effective and comprehensible manner.

Answer 31

service request management

Question 32

Service requests should be standardized and automated, Policies should be established, Expectations should be clearly set, Opportunities for improvement should be identified, and Policies and workflows should be included

Answer 32

Service Request Management Guidelines

Question 33

- Understand demand for incident resolution and service requests - Act as the point of contact for the service provider along with its users - Provide a clear path for users to report issues, queries, and requests, and acknowledge, classify, own, and take action on them

Answer 33

The purpose of the Service Desk

Question 34

The purpose of the ___________ practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Answer 34

Service Level Management

Question 35

Requirements of ____________: - Focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers. - Engagement to understand and confirm the needs and requirements from customers. - Listening to build relationship and trust to show customers that they are valued and understood

Answer 35

Service level Management

Question 36

The Service Level Management involves _______ & _______ Information from these various sources - Customer engagement - Customer feedback - Operational Metrics - Business Metrics

Answer 36

Collating and Analyzing

Question 37

The purpose of the _______________ practice is to: - Protect the information used by organizations to run their business - Understand and manage risks to the confidentiality, integrity and availability of information - Maintain information security for authentication and non-repudiation

Answer 37

information security management

Question 38

ensures that someone is who they claim to be

Answer 38

authentication

Question 39

ensures that someone can’t deny that they took an action

Answer 39

non-repudiation

Question 40

Security is established by means of policies, processes, behaviours, risk management, and controls, which must maintain a balance between: P_________, D________, & C__________

Answer 40

- Prevention - Detection - Correction

Question 41

The purpose of the ______________ practice is to: - Establish and foster the links between the organization and its stakeholders at strategic and tactical levels - Identify, analyze, monitor, continually improve the relationships with and between stakeholders

Answer 41

relationship management

Question 42

The purpose of the ______________ practice is to: - Ensure that the supplier and their performance are managed appropriately to support the seamless provision of quality products and services. - Create more collaborative relationships with key supplier to uncover and realize new value and reduce risk of failure.”

Answer 42

Supplier Management

Question 43

The purpose of the _____________ practice is to plan and manage the lifecycle of all IT assets. This in turn helps the organization to: Maximize value for customers, Control costs and budgets, Manage risks, Make decisions in terms of purchase and reuse, Meet regulatory and contractual requirements

Answer 43

IT asset management

Question 44

The purpose of the _________________ practice is to Analyze service components, Record and report changes of state identified as events, Identify and prioritize infrastructure, services, business processes, and information security events, and to Establish the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.

Answer 44

monitoring and event management

Question 45

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

Answer 45

release management

Question 46

The purpose of the _______________ practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

Answer 46

service configuration management

Question 47

The purpose of the _________________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging

Answer 47

deployment management