ITIL Sample Test 2 Notes Flashcards Preview

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Flashcards in ITIL Sample Test 2 Notes Deck (25)
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1

The term _____ _____ is most applicable to the specialized organizational capabilities which provide value to customers in the form of services. (Service Lifecycle)

Service Management

2

_____ are measurable because they are performance based. In addition, _____ respond to specific event and have specific results.

Processes

3

A _____ is a specialized subdivision of an organization.

Function

4

_____ _____ _____ encompasses information on services which is visible to the client (The Business Service), as well as, internal information regarding services; such as their relationship with CI's (SD)

Technical Service Catalogue

5

The _____ _____ is a subset of the _____ _____ and only includes services which are approved and active in Service Operation.

Service Catalogue
Service Portfollio

6

Availabiltiy, Capacity, Continuity, and Security are examples of

Warranty

7

A _____ _____ _____ may contain one or more Configuration Management Databases (CMDB), but a CMDB may not contain a _____.

Configuration Management Systems (CMS)

8

Knowledge, capital, and infrastructure are all types of service assets which contribute to the basis of _____ for a service.

Value

9

"Fitness of Use" describes the concept of

Warranty

10

_____ is what a customer receives.

Utility

11

_____ affirms how it will be delivered.

Warranty

12

Business Case, Pre-program ROI, and Post-program ROI are all techniques used when seeking _____ for an ITIL project.

Financing

13

A _____ _____ _____ is the formal plan used to implement improvements to an IT Service; and is a result of the CSI plan.

Service Improvement Plan (SIP)

14

A _____ _____ reflects a decision-making, support, and planning instrument that prepares for the likely consequences of a business action.

Business Case

15

An _____ describes a significant change of state related to the management of an IT Service of Configuration Item.

Event

16

An _____ is a notification created by an IT Service for a specific event.

Alert

17

For an IT Service to suceed, one or more _____ _____ _____ must be identified and measured by an associated KPI.

Critical Success Factor (CSF's)

18

_____ _____, under Service Operation, is responsible for managing the overall lifecycle of all Service Requests.

Request Fulfillment

19

Market focus, distinguishing one's capabilities, and performance anatomy are all goals of _____ _____.

Service Strategy

20

The _____ _____ _____ _____ is used to manage the entire lifecycle of supplier contracts, and is a component of the Service Knowledge Management System.

Service and Contract Database (SCD)

21

Substitution, disruption, and distinctiveness are all _____ of outsourcing. Vendor competition is not one of them.

Risks

22

Process to plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by business while protecting the integrity of existing systems.

Release and Deployment Management

23

The _____ _____ _____ ensures the appropriate services from a business customer/user perspective.

Business Service Catalog(s)

24

The _____ _____ _____ contains more detailed descriptions of systems and components that comprise a service.

IT Service Catalog

25

_____ _____ _____ is tasked with the negotiating service levels for all services within the service catalog.

Service Level Management