Exam (elaborations)
ITIL 4 Vocab Questions and Answers
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Exam of 7 pages for the course ITIL 4 at ITIL 4 (ITIL 4 Vocab)
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ITIL 4 VocabKnown Error or Error - answer A problem that has been analyzed but not yet resolved.
Incident - answer Any unplanned interruption to a service or reduction in the quality of a
service.
Event - answer Any change of state that has significance for the management of a
configuration item or IT service.
Problem - answerA cause or potential cause, of one or more incidents.
IT Asset - answerAny valuable component that can contribute to the delivery of an IT
product or service.
Configuration item - answerAny component that needs to be managed in order to
deliver an IT service.
Warranty - answerThe assurance that a product or service will meet agreed
requirements. "fit for use";easy to measure
Service - answerMeans of enabling value co-creation by facilitating outcomes that
customers want to achieve, without the customer having to manage specific costs and
risks.
Utility - answerFunctionality offered by a product or service to meet a particular need. "fit
for purpose"
What are the four dimensions of Service Management? - answerOrganization& People,
Information & Tech, Partners & Suppliers, and Value Streams & processes.
Guiding Principle - answer7 recommendations that guide an organization in all
circumstances.
What are the components of Service Value Chain - answerEngage, Plan, Products &
Services, Improve, Obtain/build, Design & Transition, and Deliver & support
Three types of change - answerStandard, Normal, Emergency
Standard Change - answerlow risk and well understood; a change that doesn't need risk
assessment because the procedure has been pre-authorized.
, Normal Change - answerrequires some level of authorization through Change Authority
Emergency Change - answerAn expedited assessment and authorization process via
Special Change Authority
Incident Management - answerminimizing the negative impact of incidents by restoring
normal service operation as quickly as possible.
Deployment Mangement - answerTo move new or changed hardware, software,
documentation, processes, or any other component into the live environment.
A service provider describes a package that includes a laptop with software, licenses,
and support. What is this package and example of? - answerA Service Offering
Outcomes - answerResults for a stakeholder
The purpose of information security management practice is to ____ the organization's
information? - answerprotect
Which practice provides a single point of contact for users? - answerService Desk
What value chain activity includes negotiation of contracts and agreements with
suppliers and partners? - answerEngage
What is the recommendation of the 'continual improvement' practice? - answerThere
should be a small team dedicated to leading continual improvement efforts.
Which is a key consideration for the 'keep it simple and practical' guiding principle? -
answerUnderstand how each element contributes to value creation.
What is the purpose of the service desk practice? - answerTo capture demand for
incident resolution and service requests.
How does service request management' contribute to 'obtain/build' value chain activity?
- answerIt acquires pre-approved service components to help fulfill service requests.
What is the purpose of 'supplier management'? - answerTo ensure that the
organization's suppliers and their performance are managed appropriately to support
the provision of seamless, quality products and services.
Which service management dimension is focused on activities and how these are
coordinated? - answerValue streams and processes
What value chain activity includes presenting workarounds to users via a service portal?
- answerEngage
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