D336 ITIL Study Guide with Complete Solutions
Acceptance Criteria
A list of minimum requirements that a service or service component must meet for it to be
acceptable to key stakeholders.
Agile
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. There are several specific methods (or frameworks) that
are classed as Agile, such as Scrum, Lean, and Kanban.
architecture management practice
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
A database or list of assets, capturing key attributes such as ownership and financial value.
availability
The ability of an IT service or other configuration item to perform its agreed function when
required.
availability management practice
The practice of ensuring that services deliver agreed levels of availability to meet the needs of
customers and users.
,baseline
A report or metric that serves as a starting point against which progress or change can be
assessed.
best practice
A way of working that has been proven to be successful by multiple organizations.
big data
The use of very large volumes of structured and unstructured data from a variety of sources to
gain new insights.
business analysis practice
The practice of analyzing 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
A justification for expenditure of organizational resources, providing information about costs,
benefits, options, risks, and issues.
business impact analysis (BIA)
A key activity in the practice of service continuity management that identifies vital business
functions and their dependencies.
business relationship manager (BRM)
A role responsible for maintaining good relationships with one or more customers.
, capability
The ability of an organization, person, process, application, configuration item, or IT service to
carry out an activity.
capacity and performance management practice
The practice of ensuring that services achieve agreed and expected performance levels, satisfying
current and future demand in a cost-effective way.
capacity planning
The activity of creating a plan that manages resources to meet demand for services.
change
The addition, modification, or removal of anything that could have a direct or indirect effect on
services.
change authority
A person or group responsible for authorizing a change.
change enablement practice
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
A repeatable approach to the management of a particular type of change.
Acceptance Criteria
A list of minimum requirements that a service or service component must meet for it to be
acceptable to key stakeholders.
Agile
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. There are several specific methods (or frameworks) that
are classed as Agile, such as Scrum, Lean, and Kanban.
architecture management practice
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
A database or list of assets, capturing key attributes such as ownership and financial value.
availability
The ability of an IT service or other configuration item to perform its agreed function when
required.
availability management practice
The practice of ensuring that services deliver agreed levels of availability to meet the needs of
customers and users.
,baseline
A report or metric that serves as a starting point against which progress or change can be
assessed.
best practice
A way of working that has been proven to be successful by multiple organizations.
big data
The use of very large volumes of structured and unstructured data from a variety of sources to
gain new insights.
business analysis practice
The practice of analyzing 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
A justification for expenditure of organizational resources, providing information about costs,
benefits, options, risks, and issues.
business impact analysis (BIA)
A key activity in the practice of service continuity management that identifies vital business
functions and their dependencies.
business relationship manager (BRM)
A role responsible for maintaining good relationships with one or more customers.
, capability
The ability of an organization, person, process, application, configuration item, or IT service to
carry out an activity.
capacity and performance management practice
The practice of ensuring that services achieve agreed and expected performance levels, satisfying
current and future demand in a cost-effective way.
capacity planning
The activity of creating a plan that manages resources to meet demand for services.
change
The addition, modification, or removal of anything that could have a direct or indirect effect on
services.
change authority
A person or group responsible for authorizing a change.
change enablement practice
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
A repeatable approach to the management of a particular type of change.
