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Practices Flashcards

1
Q

[?] is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

  1. Incdient Management
  2. Continual Improvement
  3. Risk Management
  4. Problem Management
A

Incident Management

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2
Q

Any component that needs to be managed in order to deliver an IT service

A

Configuration Item (CI)

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3
Q

Which practice utilizes error control to manage known errors?

  1. Service Desk
  2. Incident Mangement
  3. Problem Management
  4. Risk Management
A

Problem Management

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4
Q

The practice of planning and managing the full lifecycle of all IT assets

  1. Insformation Security Management
  2. IT Asset Management
  3. Continual Improvement
  4. Organizational Change Management
A

IT Asset Management Practice

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5
Q

Which of the following terms is best described as a component that needs to be managed in order to deliver an IT service?

A

Configuration Item

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6
Q

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

A

IT Asset

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7
Q

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

A

Incident

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8
Q

Which practice focuses on maintaining the C.I.A (confidentiality, integrity, availability) of a service?

  1. Service Design
  2. Risk Management
  3. Availability Management
  4. Information Security Management
A

Information Security Management

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9
Q

Which practice focuses on managing risks associated with the CIA of information?

A

Information Security Management

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10
Q

Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes

A

Change enablement Practice

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11
Q

Recurring incidents in a service are being analyzed for a cause in an attempt to find a workaround. What is this an example of?

A

Problem Management

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12
Q

a version of a service or other configuration item, or a collection of configuration items, that is made available for use by Release management

A release is…

A

A release

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13
Q

[?] focuses on protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

A

Information Security Management

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14
Q

Monitoring and Event Management is the practice of …

A

systematically observing services and service components and recording and reporting selected changes of state identified as events

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15
Q

The practice of capturing demand for incident resolution and service request

A

Service Desk Practice

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16
Q

What can be applied to a known error in order to temporarily reduce or eliminate the impact of an incident?

A

Workaround

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17
Q

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

A

Problem

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18
Q

changes of state that have significance for a service, CI, or management team

A

Events

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19
Q

Error Control is a Problem Management activity used to…

A

manage known errors

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20
Q

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

A

Change

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21
Q

A user makes a request that initiates a service action. This service action has been agreed upon as a part of normal part of service delivery. Which practice would this be an example of?

A

Service Request Management

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22
Q

When is a request for change typically implemented?

A

For a Normal Change (Normal changes have not been pre-approved and as such require an evaluation, authorization, and a scheduling for change according to a standard set of processes.)

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23
Q

An organization is struggling to efficiently and effectively migrate changed aspects of a service into their production environment, which decreases the value of the service. Which of the following practices should they consider?

A

Deployment Management

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24
Q

Which practice under involves ensuring 3rd party vendors deliver services and products according to pre-approved performance levels?

A

Supplier Management

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25
Which practice focuses on providing insight about a configuration items change of state?
Monitoring and Event Management
26
Which of the following practices involves consistently reviewing services and platforms provided to customers, so that value adding activities may be uncovered?
Continual Improvement
27
The practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
Continual Improvement Practice
28
a low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization or documentation.
A Standard Change
29
The Information Security management practice involves....
protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information, a.k.a the C.I.A triad.
30
Service request management is the practice of ...
supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
31
A service has changed and the features available for use have been altered. Which of the following focuses on making these changes available for use?
Release Management
32
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Service Request Management Practice
33
Which of the following is an example of a Service Request?
A user can’t remember their password and therefore can’t access the service being provided. And needs their password reset.
34
Which practice is used to support the agreed quality of a service by ensuring that all pre-defined, user-initiated demands are handled in an effective and user-friendly manner?
Service Request Management
35
Any change of state that has significance for the management of a service or other configuration item
Event
36
The practice of protecting an organization by understanding and managing risks to confidentiality, integrity, and availability of information (CIA)
Information Security Management Practice
37
What is considered the single point of communication between the service provider and all its customers?
Service Desk
38
Organizations and People focuses on formal Organizational Structure and Culture. Organizational Culture is created by all of the following
vision, leadership, and values
39
Emergency changes are....
used just for emergencies
40
Which is defined as a financially valuable component that can contribute to the delivery of an IT product or service?
IT Asset
41
Service Request Management
the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
42
An alteration to a service has resulted in a new error after the service was deployed to customers. The new error has affected the ability of the service to meet its service level targets. Which ITIL practice would help mitigate the chance of this scenario occurring by ensuring that risks are properly assessed before alterations are made?
Change Enablement
43
The practice of ensuring that an organization's suppliers and their performance levels are manage appropriately to support the provision of seamless quality products and service
Supplier Management Practice
44
It is 10:10 AM on a Sunday and a server in the data center has just experienced an outage. A change needs to be introduced as soon as possible. Which statement is true about the evaluation and assessment process for this change?
The evaluation and assessment needs to be accelerated
45
An organization is attemtping to start a new project. The team started with a very complicated concept, continually included extra steps, and coud not find aspects to eliminate over time. Which guiding principle are they not adhering to?
Keep it Simple and Practical (Keep it Simple and Practical focuses on incorporating fewer steps, eliminating unnecessary procedures, and starting uncomplicated while adding valuable steps as they are discovered.)
46
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Relationship Management Practice
47
The practice of making new and change services and features available for use
Release Management Practice
48
Which ITIL Practice ensures that risks caused by alterations to services are properly assessed & managed before and after alterations are made?
Change enablement
49
Change Enablement focuses on...
ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes
50
A customer requests information about the configuration of services after a recent change. Which practice is responsible for ensuring that the configuration information about the service is accurate, reliable, and available when needed?
Service Configuration Management
51
Configuration Items or CI's are...
the component parts that make up the service.
52
Which type of tasks would you most likely automate?
A standard task that is repeated.
53
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Incident Management Practice
54
Incident Management focuses on...
minimization of business impact during service interruptions
55
Service Level Management focuses on...
the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
56
Which practice includes the analysis of recurring errors so that future errors can be predicted, and incidents can be prevented from occurring?
Problem Management
57
Any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
58
any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
59
The practice of systematically observing service and service components and recording and reporting selected changes of stat identified as events (proactive monitoring to reduce incidents)
Monitoring and Event Management Practice
60
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
Problem Management Practice
61
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
62
The Deployment Management practice focuses on...
moving new or changed hardware, software, documentation, processes, or any other service component to live production environments.
63
The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed
Service Configuration Management Practice
64
Problem management attempts to...
reduce incidents through prevention by analysis.
65
A management team is attempting to set clear business-based targets for service performance, to help with later assessments. Which practice is this an example of?
Service Level Management
66
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
67
A cause, or potential cause, of one or more incidents Problem
Problem
68
The Continual Improvement practice focuses on...
aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
69
The C.I.A. triad is...
confidentiality, integrity, availability
70
Removing known errors from an IT environment best describes which of the following?
Error control
71
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments
Deployment Management Practice
72
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and manage against these targets
Service Level Management Practice
73
Any change of state that has significance for the management of a service or other configuration item
Event
74
Which activity is used during a standard change to identify, analyze, and evaluate events that could cause harm or loss?
Risk Assessment
75
An unplanned interruption to a service or reduction in the quality of a service
Incident

ITILv4 Foundations (6 decks)

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