ITIL 4 Create, Deliver, and Support Practices Guide
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Questions and Answers

What type of records should be maintained for hardware?

  • Roadshow schedules
  • Deployment toolset records
  • Contract records
  • Maintenance schedules (correct)

    • What should be clearly defined during the installation of hardware?

  • Interface between parties
  • Warranty certificates
  • Configuration management tool
  • Value stream design (correct)

    • What can service providers implement before deploying software?

  • Partnerships
  • Automated deployment toolset
  • Roadshows
  • Additional controls (correct)

    • What is used to make software available for use or ordering?

    <p>Automated deployment toolset</p> Signup and view all the answers

    Who can perform roadshows for service consumers?

    <p>Service provider staff</p> Signup and view all the answers

    What is the primary focus of the Service Design practice?

    <p>Establishing and maintaining an effective organization-wide approach to service design</p> Signup and view all the answers

    What is populated with documentation?

    <p>Management tool</p> Signup and view all the answers

    Why may each organization's approach to service design be different?

    <p>Because of unique factors assessed before choosing a design approach</p> Signup and view all the answers

    What is essential for an organization when choosing a design approach?

    <p>All of the above</p> Signup and view all the answers

    What is critical for orchestrating design efforts in service design?

    <p>Taking a holistic approach</p> Signup and view all the answers

    What should an organization assess when establishing an effective organization-wide approach to service design?

    <p>All of the above, plus additional factors</p> Signup and view all the answers

    What is a result of combining several approaches and defining several service design models?

    <p>The ability to accommodate for every type of product or service</p> Signup and view all the answers

    What may be a result of a holistic approach to designing services?

    <p>A better involvement of customers and users in the service design process</p> Signup and view all the answers

    What is critical to start with when establishing an effective organization-wide approach to service design?

    <p>Defining the strategic goals and services portfolio</p> Signup and view all the answers

    What is the primary goal of a test strategy in a project?

    <p>To achieve the optimum test coverage in the time available</p> Signup and view all the answers

    What is one of the key aspects of a test strategy in terms of risk management?

    <p>Mitigating the level of business risk associated with implementing new software</p> Signup and view all the answers

    What should a test strategy be aligned to?

    <p>The development methodology, technologies, and nature of the system being developed</p> Signup and view all the answers

    What should a test strategy consider in terms of development methodology?

    <p>The development methodology being employed</p> Signup and view all the answers

    What is one of the key aspects of a test strategy in terms of test coverage?

    <p>Achieving the optimum test coverage in the time available</p> Signup and view all the answers

    What should a test strategy address in terms of test planning?

    <p>Test planning and control</p> Signup and view all the answers

    What is one of the key aspects of a test strategy in terms of confidence in delivery?

    <p>Establishing a high level of confidence in the delivery of software as early as possible</p> Signup and view all the answers

    What should a test strategy consider in terms of testing?

    <p>All aspects of testing including test organization, planning, analysis, design, preparation, implementation, and progress</p> Signup and view all the answers

    What is the primary focus of the Service Design practice?

    <p>Designing services that meet business needs</p> Signup and view all the answers

    What is the purpose of the Service Validation and Testing practice?

    <p>To validate and test services against agreed requirements</p> Signup and view all the answers

    What is the main goal of the Change Enablement practice?

    <p>To manage and coordinate changes</p> Signup and view all the answers

    What is the primary focus of the Deployment Management practice?

    <p>Planning and building the deployment of services</p> Signup and view all the answers

    What is the main goal of the Release Management practice?

    <p>To manage and coordinate releases</p> Signup and view all the answers

    What is the primary focus of the Service Desk practice?

    <p>Providing support to users</p> Signup and view all the answers

    What is the main goal of the Incident Management practice?

    <p>To restore normal service operation as quickly as possible</p> Signup and view all the answers

    What is the main goal of the Monitoring and Event Management practice?

    <p>To detect and respond to events</p> Signup and view all the answers

    What is the primary focus of the Knowledge Management practice?

    <p>Capturing and sharing knowledge</p> Signup and view all the answers

    What is the primary focus of the Service Level Management practice?

    <p>Ensuring that agreed service levels are met</p> Signup and view all the answers

    What is a key aspect of the Release Management practice?

    <p>Establishing and maintaining effective approaches for the release of services and service components</p> Signup and view all the answers

    What is the primary goal of the Release Management practice?

    <p>To ensure the effective release of services and service components in the context of the organization's value streams and service relationships</p> Signup and view all the answers

    What does the Release Management practice involve in terms of defining approaches and models?

    <p>Defining and agreeing upon approaches and models to follow the release of new and changed services and service components</p> Signup and view all the answers

    What is a characteristic of release models in organizations?

    <p>They are defined by the organization's and product's specifics</p> Signup and view all the answers

    What is the purpose of release management models in organizations?

    <p>To ensure the effective release of services and service components</p> Signup and view all the answers

    What is a key consideration when defining release management models?

    <p>The product's specifics</p> Signup and view all the answers

    Study Notes

    ITIL 4: Create, Deliver, and Support Practices Guide

    Service Design

    • Purpose: To design services that meet customer and business requirements
    • Practice success factors:
      • Establishing and maintaining an effective organization-wide approach to service design
      • Ensuring that services are fit for purpose and fit for use throughout their life cycle

    Software Development and Management

    • Purpose: To develop and manage software applications that meet customer and business requirements
    • Scope: Includes software development, testing, and deployment
    • Practice success factors:
      • Establishing and maintaining effective approaches to software development and management
      • Ensuring that software applications meet customer and business requirements

    Service Validation and Testing

    • Purpose: To validate and test services to ensure they meet customer and business requirements
    • Scope: Includes testing and validation of services and service components
    • Practice success factors:
      • Establishing and maintaining effective approaches to service validation and testing
      • Ensuring that services meet agreed criteria and are fit for purpose

    Change Enablement

    • Purpose: To enable changes to services and service components
    • Scope: Includes change management, deployment, and release management
    • Practice success factors:
      • Establishing and maintaining effective approaches to change enablement
      • Ensuring that changes are implemented with minimal disruption to services

    Deployment Management

    • Purpose: To deploy services and service components into production
    • Scope: Includes deployment, release, and deployment management
    • Practice success factors:
      • Establishing and maintaining effective approaches to deployment management
      • Ensuring that services and service components are deployed correctly and efficiently

    Release Management

    • Purpose: To manage the release of services and service components
    • Scope: Includes release planning, build, and deployment
    • Practice success factors:
      • Establishing and maintaining effective approaches to release management
      • Ensuring that releases are planned, built, and deployed correctly and efficiently

    Service Desk

    • Purpose: To provide support and maintenance services to customers
    • Scope: Includes incident management, problem management, and service request fulfillment
    • Practice success factors:
      • Establishing and maintaining effective approaches to service desk operations
      • Ensuring that customer requests are fulfilled efficiently and effectively

    Incident Management

    • Purpose: To restore normal service operation as quickly as possible
    • Scope: Includes incident detection, diagnosis, and resolution
    • Practice success factors:
      • Establishing and maintaining effective approaches to incident management
      • Ensuring that incidents are resolved quickly and efficiently

    Knowledge Management

    • Purpose: To manage knowledge and information to support service management
    • Scope: Includes knowledge management, information management, and data management
    • Practice success factors:
      • Establishing and maintaining effective approaches to knowledge management
      • Ensuring that knowledge and information are managed and shared effectively

    Monitoring and Event Management

    • Purpose: To monitor and manage events to ensure service quality and continuity
    • Scope: Includes event monitoring, incident detection, and problem management
    • Practice success factors:
      • Establishing and maintaining effective approaches to monitoring and event management
      • Ensuring that events are monitored and managed effectively to prevent service disruptions

    Service Level Management

    • Purpose: To manage service levels to ensure customer satisfaction and business requirements
    • Scope: Includes service level agreements, service level management, and service reporting
    • Practice success factors:
      • Establishing and maintaining effective approaches to service level management
      • Ensuring that service levels meet customer and business requirements

    Problem Management

    • Purpose: To identify, analyze, and resolve problems to prevent service disruptions
    • Scope: Includes problem detection, diagnosis, and resolution
    • Practice success factors:
      • Establishing and maintaining effective approaches to problem management
      • Ensuring that problems are identified, analyzed, and resolved quickly and efficiently

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    Description

    This quiz is based on the ITIL 4 Create, Deliver, and Support practices guide, covering the principles and methods for IT service management. Test your knowledge on ITIL 4 best practices and frameworks.

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