ITIL4 Foundation
What is the definition of Availability?
An important metric used to evaluate the success in meeting an objective.
A necessary precondition for the achievement of intended results.
The right mix of programmes, projects, products, and services to execute the organization's strategy within its funding and resource constraints.
The ability of an IT service or other configuration item to perform its agreed function when required.
What is ONE of the key concepts of Service Management?
Products and services
Guiding principles
Keep it simple and practical
Service offering
What is the purpose of the 'service level management' practice?
To help the organisation maximize value, control costs, manage risks and support decision-making
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Set clear business based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
What should all 'continual improvement' decisions be based on?
Details of how services are measured
An up-to-date balanced scorecard
Assessments conducted within the business analysis practice
Accurate and carefully analysed data
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Change control
Problem management
Continual improvement
Service desk
Which dimension includes the knowledge needed for the management of services?
Information and technology
Organizations and people
Partners and suppliers
Value streams and processes
What takes place in the 'Did we get there' step of the continual improvement model?
An initial baseline assessment
Verifying that improvements have been achieved by evaluating metrics and KPIs
Understanding priorities for improvement
A review of the detailed CSI plan
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Progress iteratively with feedback
Think and work holistically
Keep it simple and practical
Focus on value
Identify the missing word : A user is [?] that uses services.
An organization
A role
A team
A supplier
Which two practices use workarounds?
Problem management and incident management
Change enablement and continual improvement
Change enablement and problem management
Incident management and continual improvement
What is the definition of Service Management?
The perceived benefits, usefulness, and importance of something.
A set of specialized organizational capabilities for enabling value for customers in the form of services.
When receiving services, an organization takes on the role of the service consumer.
Services in the form of service offerings
What is the purpose of the deployment management practice?
To make new or changed services available for use
To ensure services achieve agreed and expected performance
To move new or changed components to live environments
To set clear business-based targets for service performance
Which is a key requirement for a successful service level agreement?
It should be simply written and easy to understand
It should relate to simple operational metrics
It should be based on the service providers view of the service
It should be written in legal language
Which competencies are required by the 'service level management' practice?
Balanced scorecard reviews and maturity assessment
Incident analysis and prioritization
Business analysis and commercial management
Problem investigation and resolution
Which is part of service provision?
The grouping of one or more services based on one or more products
The joint activities performed to ensure continual value co-creation
The commitment towards Lean culture
The management of resources configured to deliver the service
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