Incident Commander
"This ITIL practice tracks an organizations response and performance through IT incidents."
What is Incident Management?
"This type of change is low-risk, pre-authorized, and follows a documented, repeatable process — often used for routine updates or access requests."
What is a standard change?
"This is a curated list of available IT services for customers to choose from."
What is a Service Catalog?
"This KPI tracks the average time agents respond to a customer contact?"
What is Average Speed of Answer (ASA)?
"This value driven service delivery framework helps organizations deliver IT services through effective IT Service Management (ITSM) practices."
What is Information Technology Infrastructure Library (ITIL)?
"This is the simplest definition of an IT incident."
What is an unplanned service interruption?
"This group of people assesses risk and authorizes major changes."
What is the Change Advisory Board (CAB)?
"One involves restoring normal service after an unplanned interruption. The other is a user-initiated request for access to a service or resource — no disruption involved."
What’s the difference between a Service Request and an Incident?
"This internal agreement supports SLAs by defining how internal teams deliver parts of a service."
What is an Operational Level Agreement (OLA)?
"In ITIL v4, value is co-created through this relationship between the service provider and the service consumer."
What is service relationship management?
"Target response time: 4 hours vs. four to 16 hours."
What is the difference between a P1 Major Incident and a standard one?
"This type of change must be implemented as soon as possible to resolve a major incident or prevent a critical business impact. It may skip some standard approvals due to urgency."
What is an emergency change?
"This practice ensures efficient handling of user requests."
What is Request Fulfillment?
"These are measurable values used to evaluate how effectively services are delivered, such as First Contact Resolution, MTTR, and Customer Satisfaction."
What are Key Performance Indicators (KPIs)?
"This is the central model in ITIL v4, showing how all components and activities work together to create value."
What is the Service Value System (SVS)?
"This KPI measures the average time to resolve incident tickets in incident management."
What is Mean Time to Resolve (MTTR)?
"This term describes a change that was not properly assessed, documented, or authorized."
What is an unauthorized change?
"These agreements between IT organizations and their customers support transparency and accountability."
What are SLAs or Service Level Agreements?
"Unlike a formal SLA, this informal EXPECTATION sets the tone for performance expectations without documented agreements."
What is a Service Level Expectation?
"This flexible operating model in ITIL v4 describes six key activities that guide service delivery, from demand to value."
What is the Service Value Chain?
In 1999 this current I&T division leader managed the CIC IT Service Desk at Los Alamos National Laboratory."
Who is Jason Mossman?
"What previous name did LANL I&T use for its change-scheduling tool?"
DST.
Extra credit... What does DST stand for?
"This security team ensures that security features of classified and unclassified computer systems are identified and implemented for classified systems and networks."
What are Information System Security Officers (ISSOs)?
"This metric measures the COMPLIANCE for how often a service or support team meets the response or resolution times defined in an SLA."
What is SLA Compliance?
"These reusable organizational resources include processes, tools, people, and partners, and are used to deliver value."
What are the Four Dimensions of Service Management? (Organizations & people, information & technology, partners & suppliers, value streams & processes)