ITIL 4 Foundation UPDATED Study Guide
QUESTIONS AND CORRECT ANSWERS
acceptance criteria - CORRECT ANSWERS A list of minimum
requirements that a service or service component must meet for it to be
acceptable to key stakeholders
Agile - CORRECT ANSWERS
Agile - CORRECT ANSWERS An umbrella term for a collection of
frameworks and techniques that together enable teams and individuals to work
in a way that is typified by collaboration, prioritization, iterative and
incremental delivery, and timeboxing.
architecture management practice - CORRECT ANSWERS The practice
of providing an understanding of all the different elements that make up an
organization and how those elements relate to one another
asset register - CORRECT ANSWERS A database or list of assets,
capturing key attributes such as ownership and financial value
availability - CORRECT ANSWERS The ability of an IT service or
other configuration item to perform its agreed function when required
availability management practice - CORRECT ANSWERS The practice
of ensuring that services deliver agreed levels of availability to meet the needs
of customers and users.
best practice - CORRECT ANSWERS A way of working that has been
proven to be successful by multiple organizations
,big data - CORRECT ANSWERS The use of very large volumes of
structured and unstructured data from a variety of sources to gain new insights
business analysis practice - CORRECT ANSWERS The practice of
analysing a business or some element of a business, defining its needs and
recommending solutions to address these needs and/or solve a business
problem, and create value for stakeholders
business case - CORRECT ANSWERS A justification for expenditure of
organizational resources, providing information about costs, benefits, options,
risks, and issues.
business impact analysis (BIA) - CORRECT ANSWERS A key activity
in the practice of service continuity management that identifies vital business
functions and their dependencies
business relationship manager (BRM) - CORRECT ANSWERS A role
responsible for maintaining good relationships with one or more customers
call - CORRECT ANSWERS An interaction (e.g. a telephone call) with
the service desk. A call could result in an incident or a service request being
logged
call/contact centre - CORRECT ANSWERS An organization or business
unit that handles large numbers of incoming and outgoing calls and other
interactions
capability - CORRECT ANSWERS The ability of an organization,
person, process, application, configuration item, or IT service to carry out an
activity
, capacity and performance management practice - CORRECT ANSWERS
The practice of ensuring that services achieve agreed and expected
performance levels, satisfying current and future demand in a cost-effective way
capacity planning - CORRECT ANSWERS The activity of creating a
plan that manages resources to meet demand for services
change - CORRECT ANSWERS The addition, modification, or removal
of anything that could have a direct or indirect effect on services
change authority - CORRECT ANSWERS A person or group
responsible for authorizing a change
change control practice - CORRECT ANSWERS The practice of
ensuring that risks are properly assessed, authorizing changes to proceed and
managing a change schedule in order to maximize the number of successful
service and product changes
change model - CORRECT ANSWERS A repeatable approach to the
management of a particular type of change
change schedule - CORRECT ANSWERS A calendar that shows
planned and historical changes
charging - CORRECT ANSWERS The activity that assigns a price for
services
cloud computing - CORRECT ANSWERS A model for enabling on-
demand network access to a shared pool of configurable computing resources
that can be rapidly provided with minimal management effort or provider
interaction
QUESTIONS AND CORRECT ANSWERS
acceptance criteria - CORRECT ANSWERS A list of minimum
requirements that a service or service component must meet for it to be
acceptable to key stakeholders
Agile - CORRECT ANSWERS
Agile - CORRECT ANSWERS An umbrella term for a collection of
frameworks and techniques that together enable teams and individuals to work
in a way that is typified by collaboration, prioritization, iterative and
incremental delivery, and timeboxing.
architecture management practice - CORRECT ANSWERS The practice
of providing an understanding of all the different elements that make up an
organization and how those elements relate to one another
asset register - CORRECT ANSWERS A database or list of assets,
capturing key attributes such as ownership and financial value
availability - CORRECT ANSWERS The ability of an IT service or
other configuration item to perform its agreed function when required
availability management practice - CORRECT ANSWERS The practice
of ensuring that services deliver agreed levels of availability to meet the needs
of customers and users.
best practice - CORRECT ANSWERS A way of working that has been
proven to be successful by multiple organizations
,big data - CORRECT ANSWERS The use of very large volumes of
structured and unstructured data from a variety of sources to gain new insights
business analysis practice - CORRECT ANSWERS The practice of
analysing a business or some element of a business, defining its needs and
recommending solutions to address these needs and/or solve a business
problem, and create value for stakeholders
business case - CORRECT ANSWERS A justification for expenditure of
organizational resources, providing information about costs, benefits, options,
risks, and issues.
business impact analysis (BIA) - CORRECT ANSWERS A key activity
in the practice of service continuity management that identifies vital business
functions and their dependencies
business relationship manager (BRM) - CORRECT ANSWERS A role
responsible for maintaining good relationships with one or more customers
call - CORRECT ANSWERS An interaction (e.g. a telephone call) with
the service desk. A call could result in an incident or a service request being
logged
call/contact centre - CORRECT ANSWERS An organization or business
unit that handles large numbers of incoming and outgoing calls and other
interactions
capability - CORRECT ANSWERS The ability of an organization,
person, process, application, configuration item, or IT service to carry out an
activity
, capacity and performance management practice - CORRECT ANSWERS
The practice of ensuring that services achieve agreed and expected
performance levels, satisfying current and future demand in a cost-effective way
capacity planning - CORRECT ANSWERS The activity of creating a
plan that manages resources to meet demand for services
change - CORRECT ANSWERS The addition, modification, or removal
of anything that could have a direct or indirect effect on services
change authority - CORRECT ANSWERS A person or group
responsible for authorizing a change
change control practice - CORRECT ANSWERS The practice of
ensuring that risks are properly assessed, authorizing changes to proceed and
managing a change schedule in order to maximize the number of successful
service and product changes
change model - CORRECT ANSWERS A repeatable approach to the
management of a particular type of change
change schedule - CORRECT ANSWERS A calendar that shows
planned and historical changes
charging - CORRECT ANSWERS The activity that assigns a price for
services
cloud computing - CORRECT ANSWERS A model for enabling on-
demand network access to a shared pool of configurable computing resources
that can be rapidly provided with minimal management effort or provider
interaction
