ITIL 4 Foundation: The 7 Key Practices
Continual Improvement - ✔✔ correct answer This practice keeps a register to track and manage
opportunities.
Continual Improvement - ✔✔ correct answer SWOT analysis is used with this practice.
Continual Improvement - ✔✔ correct answer Quick wins from "low-hanging fruit" tasks are an
aspect of this practice
Service Level Agreement - ✔✔ correct answer A documented agreement between a service provider
and a customer that identifies both services required and the expected level of service. They are
used to measure the performance of services from the customer's point of view. However, the
document must reflect business context.
Service Level Management - ✔✔ correct answer This practice uses SLAs to document both the
quality and the quantity of a service, and to establish a shared view of the services and target
performance levels with customers
Service Level Management - ✔✔ correct answer Maintains a catalog of services, and tracks both
operational and business metrics
Metric - ✔✔ correct answer A measurement or calculation that is monitored or reported for
management and improvement. In the Service Level Management practice, these are classified as
Change Authority - ✔✔ correct answer A ____________ ______________is the person or group who
authorizes a change. It's important that the right ___________ _______________ is assigned to each
type of change.
Change - ✔✔ correct answer The addition, modification, or removal of anything that could have a
direct or indirect effect on services.
Standard Changes - ✔✔ correct answer • Low-risk, pre-authorized, routine changes.
• Well-understood and fully documented.
• Implemented without needing additional
authorization.
• Risk assessment repeated only if there is a modification to the way it is carried out.
Continual Improvement - ✔✔ correct answer This practice keeps a register to track and manage
opportunities.
Continual Improvement - ✔✔ correct answer SWOT analysis is used with this practice.
Continual Improvement - ✔✔ correct answer Quick wins from "low-hanging fruit" tasks are an
aspect of this practice
Service Level Agreement - ✔✔ correct answer A documented agreement between a service provider
and a customer that identifies both services required and the expected level of service. They are
used to measure the performance of services from the customer's point of view. However, the
document must reflect business context.
Service Level Management - ✔✔ correct answer This practice uses SLAs to document both the
quality and the quantity of a service, and to establish a shared view of the services and target
performance levels with customers
Service Level Management - ✔✔ correct answer Maintains a catalog of services, and tracks both
operational and business metrics
Metric - ✔✔ correct answer A measurement or calculation that is monitored or reported for
management and improvement. In the Service Level Management practice, these are classified as
Change Authority - ✔✔ correct answer A ____________ ______________is the person or group who
authorizes a change. It's important that the right ___________ _______________ is assigned to each
type of change.
Change - ✔✔ correct answer The addition, modification, or removal of anything that could have a
direct or indirect effect on services.
Standard Changes - ✔✔ correct answer • Low-risk, pre-authorized, routine changes.
• Well-understood and fully documented.
• Implemented without needing additional
authorization.
• Risk assessment repeated only if there is a modification to the way it is carried out.
