ITIL Sample Test 5 Notes Flashcards Preview

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Flashcards in ITIL Sample Test 5 Notes Deck (20)
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1

One of Service Operation's key goals is achieving balance between the Internal IT View and the External Business View, as well as, _____ _____ _____.

Stability and responsiveness

2

An appropriate _____ must be struck between stability and responsiveness.

Balance

3

Too much focus on _____ can cause IT to ignore changing business requirements.

Stability

4

Too much focus on _____ can result in a decrease in the stability of the infrastructure.

Responsiveness

5

Which Service Design process is concerned with negotiating and establishing performance targets?

Service Level Management

6

_____ _____ _____ concerns itself with determining, negotiating, and establishing service delivery target levels.

Service Level Management

7

Which process is focused on the underlying IT Infrastructure?

Component Capacity Management

8

_____ _____ _____ provides for the identification and managemnt of IT infrastructure components such as CPU, memory, bandwidth, and disk utilization.

Component Capacity Management

9

Predicting and balancing capabilities, resources, and demand are the goals of which process?

Capacity Management

10

To be most effective, the _____ _____ process must be impartial to all groups within an organization. This impartiality allows the _____ _____ team to make decisions that best support the organization as a whole.

Change Management.

11

_____ _____ _____ are responsible for deploying and managing service level agreements, as well as, the supporting vendor contracts the service requires.

Service Level Managers

12

The _____ _____ _____ is the body of experts that the Change Manager relies on for advice and information when changes are proposed. The _____ _____ _____ is composed of representitives from various stakeholder groups such as IT, Finance, HR, or even 3rd party suppliers.

Change Advisory Board (CAB)

13

Although the _____ _____ is responsible for authorizing changes, he or she must have Financial, Business, and Technology approval before final approval is granted.

Change Manager

14

_____ comes from having knowledge and experience to make sound judgments and decisions. It is a quality that can not be captured in a database or tool.

Wisdom

15

ITIL describes a model for ensuring a service is ready for release to customers that involves specifying and validating all requirements. What is this model called?

Service V

16

Spare equipment and components that are preconfigured and maintained at the same level as the production environment are housed in an inventory called _____ _____.

Definitive Spares

17

_____ _____ _____ uses organizational, procedural, physical, and technical controls to secure IT assets.

Information Security Management

18

_____ _____ addresses the symptoms of an unplanned disruption or outage to restore service operation as quickly as possible.

Incident Management

19

The Release and Deployment Manager must coordinate tasks, deadlines, and delivery of services and service changes with many different groups within an organization. _____ _____ skills would be most beneficial for this role.

Project Management

20

A new or modified service that is released to all users is known as what type of deployment?

Big Bang