A
Which practice would include a formalized process for logging unplanned reduction in the quality of a service?
Incident management
Utility is defined as...
Fit for purpose
What considerations influence the supplier strategy of an organization?
Corporate culture of the organization
What is a KBA and what is it used for?
Knowledge Base Article, used for reference to the protocols and procedures of a given situation.
Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?
Event
What is the definition of service management?
A set of specialized organizational capabilities for enabling value to customers
Which value chain activity communicates the current status of all four dimensions of service management?
Plan
What is release management?
It is the practice of making new and changed services and features, available for use. (not the same as deployment)
What is a service level agreement used for?
To measure the performance of services from a customer's point of view
What is a known error?
A problem that has been analyzed, but not resolved yet.
How does 'service request management' contribute to 'design and transition' activity?
By initiating standard changes to fulfil service requests
Which describes outputs?
Tangible or intangible deliverables
Service consumption is...
the activities performed by an organization to consume services, which includes the management of the consumer's resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Collaborate and promote visibility
What is different about ITIL v4 compared to previous iterations of ITIL?
ITIL v4 is more pragmatic in its approach.
What type of change is MOST likely to be managed by the 'service request management' practice?
A standard change, which does not need authorization
What is the purpose of the 'service request management' practice?
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
How long does it take before you have to renew ITIL v4 certifications?
You don't they last for good.
Warranty is defined as...
Fit for use
What is usually included as part of 'incident management'?
Scripts for collecting initial information about incidents
What are the 3 of the Practices in ITIL v4?
General Management Practices
Service Management Practices
Technical Management Practices
What is service configuration management?
It is 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.
What is the purpose of the 'change enablement' practice?
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
What is service level management?
It is 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.
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.