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ITIL V.4 Definitions Exam Questions with Correct Answers
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ITIL V.4 Definitions Exam Questions with Correct Answers
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ITIL V.4 Definitions Exam Questions withCorrect Answers
acceptance criteria - Answer-A list of minimum requirements that a service or service
component must meet for it to be acceptable to key stakeholders.
Agile - Answer-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 - Answer-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 - Answer-A database or list of assets, capturing key attributes such as
ownership and financial value.
availability - Answer-The ability of an IT service or other configuration item to perform its
agreed function when required.
availability management practice - Answer-The practice of ensuring that services deliver
agreed levels of availability to meet the needs of customers and users.
baseline - Answer-A report or metric that serves as a starting point against which
progress or change can be assessed.
best practice - Answer-A way of working that has been proven to be successful by
multiple organizations.
big data - Answer-The use of very large volumes of structured and unstructured data
from a variety of sources to gain new insights.
business analysis practice - Answer-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 - Answer-A justification for expenditure of organizational resources,
providing information about costs, benefits, options, risks, and issues.
business impact analysis (BIA) - Answer-A key activity in the practice of service
continuity management that identifies vital business functions and their dependencies.
,business relationship manager (BRM) - Answer-A role responsible for maintaining good
relationships with one or more customers.
call - Answer-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 - Answer-An organization or business unit that handles large
numbers of incoming and outgoing calls and other interactions.
capability - Answer-The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
capacity and performance management practice - Answer-The practice of ensuring that
services achieve agreed and expected performance levels, satisfying current and future
demand in a cost-effective way.
capacity planning - Answer-The activity of creating a plan that manages resources to
meet demand for services.
change - Answer-The addition, modification, or removal of anything that could have a
direct or indirect effect on services.
change authority - Answer-A person or group responsible for authorizing a change.
change control practice - Answer-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 - Answer-A repeatable approach to the management of a particular type
of change.
change schedule - Answer-A calendar that shows planned and historical changes.
charging - Answer-The activity that assigns a price for services.
cloud computing - Answer-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.
compliance - Answer-The act of ensuring that a standard or set of guidelines is
followed, or that proper, consistent accounting or other practices are being employed.
confidentiality - Answer-A security objective that ensures information is not made
available or disclosed to unauthorized entities.
, configuration - Answer-An arrangement of configuration items (CIs) or other resources
that work together to deliver a product or service. Can also be used to describe the
parameter settings for one or more CIs.
configuration item (CI) - Answer-Any component that needs to be managed in order to
deliver an IT service.
configuration management database (CMDB) - Answer-A database used to store
configuration records throughout their lifecycle. The CMDB also maintains the
relationships between configuration records.
configuration management system (CMS) - Answer-A set of tools, data, and information
that is used to support service configuration management.
configuration record - Answer-A record containing the details of a configuration item
(CI). Each configuration record documents the lifecycle of a single CI. Configuration
records are stored in a configuration management database.
continual improvement practice - Answer-The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification
and improvement of all elements involved in the effective management of products and
services.
continuous deployment - Answer-An integrated set of practices and tools used to deploy
software changes into the production environment. These software changes have
already passed pre-defined automated tests.
continuous integration / continuous delivery - Answer-An integrated set of practices and
tools used to merge developers' code, build and test the resulting software, and
package it so that it is ready for deployment.
control - Answer-The means of managing a risk, ensuring that a business objective is
achieved, or that a process is followed.
cost - Answer-The amount of money spent on a specific activity or resource.
cost centre - Answer-A business unit or project to which costs are assigned.
critical success factor (CSF) - Answer-A necessary precondition for the achievement of
intended results.
culture - Answer-A set of values that is shared by a group of people, including
expectations about how people should behave, ideas, beliefs, and practices.
customer - Answer-A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
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