ITIL Sample Test 1 Notes Flashcards Preview

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Flashcards in ITIL Sample Test 1 Notes Deck (12)
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1

A set of specialized organizational capablities for providing value to customers in the form of services.

Service Management

2

Any item, such as, a service component or an asset of the organization which is under the control of Configuration Management is known as what?

Configuration Item

3

Includes any item which, or will be, under the control of Configuration Management.

Configuration Item

4

A _____ optimizes work methods by focusing on specific outcomes.

Function

5

A _____ can be performed by as little as one person within an organization. In smaller organizations, single persons may be multifunctional. _____ hierarchies increase cross-functional coordination, eliminating silos within an organization.

Function

6

What role is responsible for formally authorizing changes, and may delegate this responsibility to another role based on pre-defined parameters, such as risk and costs.

Change Authority

7

Under CSI, what type of metrics are computed from component metrics?

Service Metrics

8

Focused on component and application metrics such as performance and availability.

Technology Metrics

9

CSF's, KPI's and activity metrics for the service management processes

Process Metrics

10

These metrics are the result of the end-to-end service.

Service Metrics

11

Technology, Process, and Service Metrics are needed for ______ activities.

CSI

12

The activity of planning and regulating a process, with the objective of performing the process in an effective, efficient, and consistent manner.

Process Control