Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 6

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

A possible event that could cause harm or loss

Something created by carrying out an activity

A result for a stakeholder

A change of state that has significance for the management of a configuration item

Immediate escalation

Specialist teams

A separate process

Third party support

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

A problem that has been analyzed and has not been resolved

Any change of state that has significance for the management of a service or other configuration item (CI)

Focus on value

Keep it simple and practical

Start where you are

Progress interactively with feedback

It reduces the number of metrics that need to be collected

It reports each service element separately

It provides an outcome-based view of services

It facilitates the automatic collection of metrics

Service management

Practices

A value stream

Service level management

To help plan, authorize and schedule emergency changes

To publish a list of service requests that users can select

To ensure that a single change authority reviews every change

To help plan changes, assist in communication and avoid conflicts

A customer

A user

A configuration item (CI)

An IT asset

Service management

Warranty

Cost

Utility

The degradation of a service

The replacement of a toner cartridge

The provision of a laptop

A complaint about a support team

A set of specialized assets for transitioning services into the live operational environment

A set of specialized organizational capabilities for delivering value to customers in the form of services

The capability of supplier to deliver services to providers in exchange for money

The capability of service providers to minimize their costs without reducing the value of the services

Only add controls and metrics when they are needed

Design controls and metrics first, then remove those not adding value

Design controls and metrics and add them individually until all are implemented

Only add controls and metrics that are required for compliance

Inputs, outputs and triggers

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives