Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 8

Service configuration management

Change enablement

Service request management

Service level management

protect

store

audit

provide

The process owner and process manager for each type of release

The roles and responsibilities for incident and problem resolution

The naming convention and expected frequency of each type of release

The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

Service requirement

Service agreement

Service consumption

Service provision

Event

Incident

Problem

Known error

The ‘improve’ value chain activity

An overall plan

Customer requirements

Feedback loops

Change management

Service level management

Access management

Continual service improvement

To maximize the number of successful service and product changes

To ensure accurate information about the configuration of services is available

To set clear business-based targets for service levels

To ensure that suppliers and their performance are managed appropriately

It is performed by customers using a mix of IT systems, services and processes

It is performed by IT service providers using a mix of suppliers and their products

It is performed by the service desk using a mix of people, process and technology

It is performed by IT service providers using a mix of people, process and technology

User

Change authority

Sponsor

Customer

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

Service provision, service consumption, service relationship management

Governance, service value chain, practices

Outcomes, utility, warranty

Customer value, stakeholder value, organization

Service level management

Service desk

Continual improvement

Change enablement