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ITIL

Terms in this set (53)

Which phase is located in the core of the Service Lifecycle?
Service Strategy
Which phase will analyze the fact that an implementation of new software has caused a lot of interruptions?
Service transition
Which part of the Portfolio are we specifically talking about when discussing Service Portfolio Management?
Pipeline
What is VOI?
The speed in which the costs of a new service are recovered added with the intangible benefits
What is Utility?
The attributes of the service that have a positive effect on the business outcome
What does the abbreviation ITIL stand for?
Information Technology Infrastructure Library
Which phases of the Service Lifecycle are supported by Continual Service Improvement?
Service Strategy, Service Design, Service Transition, Service Operation, Continual Service improvement
What is a goal of all processes?
Deliver value to the business
Which phase is responsible for implementing the solution of problems?
Service Transition
What is the role of ITIL within IT Service Management?
provide an approach based on the best examples from practice
The manufacturer claims that the new line of central mainframes can reach an MTBF of 5000 hours. What does this mean?
Mainframes operate continuously for an average of 5000 hours
Key features of all IT services are recorded in...
The Service Catalogue
If a company decides to charge its internal customers for the IT services they use in order to improve general cost awareness, which function will make sure that the charges and the services to which they relate are formally agreed and documented?
Service Level Management
Performance Management and Resource Management are parts of which process?
Capacity Management
The data for financial administration are only to be made accessible to authorized users. The security management function takes steps to ensure this is so. What aspect of the data is primarily be ensured by the security management function by taking such steps?
Confidentiality
Which ITIL process uses Mean Time Between Failures (MTBF)?
Availability Management
Application Sizing is a technique used by Capacity Management. Why is Application Sizing Important?
The resources needed for an application and its performance can be predicted
A change has taken place in the IT infrastructure. How is Change Management related to the Configuration Management Database (CMDB)?
Provides Configuration Management with the data required to implement the change in the CMDB
"Warranty of a service" means?
Customers are assured of certain levels of availability, capacity, continuity and security
What is described by the following statement? "Maintains relationships between all service components and any related incidents, problems, known errors, change and release documentation"
The Configuration Management System
What is the description of 'impact'?
The effect that an incident has on the components of the IT infrastructure, including the consequences or the service that has been agreed upon.
The performance of the network in a large computer centre is monitored 24 hours a day. This produces data for which processes?
Availability Management, Capacity Management and Problem Management
What does the term Operations Control refer to?
Overseeing the execution and monitoring of operational activities and events
What is the role of Facilities Management?
The Management of the physical IT environment such as a data center
Which is the first activity of the Continual Service Improvement (CSI) model?
Understand the business vision and objectives
What roles are defined in the RACI model?
Responsible, Accountable, Consulted, Informed
The purpose of Event Management is?
The ability to detect events, make sense of them and determine the appropriate control action
A computer operator establishes that a memory disk is in danger of becoming completely full. He reports this to whom?
Incident Management
What does the term IT operations control refer to?
The execution and monitoring of operational activities and events
Which process is responsible for recording relationships between service components?
Service asset and configuration management (SACM)
What is the RACI model used for?
Documenting the roles and relationships of stakeholders in a process or activity
What is the MAIN goal or purpose of availability management?
To ensure that service availability meets the agreed needs of the business
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?
Service level management
Which role should ensure that process documentation is current and available?
The process owner
Agreeing business requirements and service levels for a new service is part of:
Service design
The information security policy should be available to which groups of people?
All customers, users and IT staff
What is the purpose of the request fulfillment process?
Dealing with service requests from the users
Plan, Do, Check, Act are the four stages of which quality improvement method?
The Deming Cycle
"Warranty of a service" means?
Customers are assured of certain levels of availability, capacity, continuity and security
What is the role of the emergency change advisory board (ECAB)?
To assist the change manager in evaluating emergency changes and to decide whether they should be approved
Which process has primary responsibility for establishing and maintaining the relationship between the service provider and its customer?
Business Relationship Management
Who is accountable for ensuring that a process is performing to the agreed standards?
The process owner
The release package is an output from which phase of the service lifecycle?
Service transition
In which information source would you find a complete list of current improvement opportunities and their benefits?
The continual service improvement register
Which element of the DIKW model cannot be supported by automation?
Wisdom
During the incident management process the service desk is often unable to resolve the incident themselves so they would escalate the incident to another specialist team. What type of escalation is this known as?
Problem management
What type of categorization would be assigned to a supplier if they are providing a service that has medium risk and impact to the business and medium value and importance?
actical supplier
In which stage of the service lifecycle is governance established?
Service strategy
Which functional group will normally take action on events?
IT management
Which service lifecycle publication provides guidance on testing?
Service Strategy
Which service operation function would contribute to the decision on whether to buy off-the-shelf software packages to support the business processes?
Application management
What is the main purpose of service transition planning and support?
To provide overall planning for service transition and coordinate the resources that they require
In order to optimize the efficiency of the change process, many low-risk routine changes may be categorized as pre-authorized by change management. What type of change is this known as?
A standard change
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