Podcast
Questions and Answers
When a user expects (i) ____, he/she is more likely to be (ii) ____ the service delivered.
When a user expects (i) ____, he/she is more likely to be (ii) ____ the service delivered.
i) a lot from a service, ii) disappointed with
What does ITIL stand for?
What does ITIL stand for?
Information Technology Infrastructure Library
ITIL helps new companies avoid reinventing the wheel in IT management.
ITIL helps new companies avoid reinventing the wheel in IT management.
True
Which of the following sets of activities is for information security management?
Which of the following sets of activities is for information security management?
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Which definition best describes IT asset management practice?
Which definition best describes IT asset management practice?
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A fundamental component of a service that can be tracked, accounted for, and controlled is a description of a(n) __________.
A fundamental component of a service that can be tracked, accounted for, and controlled is a description of a(n) __________.
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A repository containing information about all the configuration items and the relationships between configuration items is a(n) __________.
A repository containing information about all the configuration items and the relationships between configuration items is a(n) __________.
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Which ITIL practice is about managing stakeholders in service delivery?
Which ITIL practice is about managing stakeholders in service delivery?
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What is one stage of the relationship management lifecycle?
What is one stage of the relationship management lifecycle?
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Single sourcing and multisourcing are special cases of outsourcing.
Single sourcing and multisourcing are special cases of outsourcing.
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Service levels are set and agreed to by the service provider and the customer in a document called a(n) __________.
Service levels are set and agreed to by the service provider and the customer in a document called a(n) __________.
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Which types of events can modern event management systems recognize?
Which types of events can modern event management systems recognize?
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Resolving an incident means __________.
Resolving an incident means __________.
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Three ITIL practices that fall under service operations include __________.
Three ITIL practices that fall under service operations include __________.
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What is a difference between a problem and a known error?
What is a difference between a problem and a known error?
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A step in the flow of a change control process related to an IT system or service is often true.
A step in the flow of a change control process related to an IT system or service is often true.
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What are the three major types of changes according to ITIL?
What are the three major types of changes according to ITIL?
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What is a valid difference between the release management practice and the change control practice?
What is a valid difference between the release management practice and the change control practice?
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Study Notes
The Difficulty of Customer Satisfaction
- High user expectations can lead to dissatisfaction with the service delivered, even if it's good.
ITIL
- ITIL stands for Information Technology Infrastructure Library
- ITIL helps businesses manage IT functions.
Information Security Management
- There are three sets of activities for information security management: detection, correction, and prevention.
IT Asset Management
- IT asset management is the process of planning and managing the full lifecycle of a company's IT assets
- A configuration item (CI) is a fundamental component of a service that can be tracked, accounted for, and controlled.
- A configuration management database (CMDB) is a repository of information about all configuration items and their relationships.
Relationship Management
- Relationship management is an ITIL practice that manages stakeholders involved in service delivery.
- The relationship management lifecycle includes stages like identification, action, planning, and engagement.
Outsourcing
- Single and multi sourcing are types of outsourcing.
Service Level Agreements
- Service level agreements (SLAs) are documents that set and agree upon service levels between a service provider and customer
Event Management Systems
- Modern event management systems recognize events like exceptions, warnings, and informational events
Incident Management
- Resolving an incident restores or improves a service to the level agreed upon in the SLA.
Service Operations
- ITIL service operations include incident management, monitoring and event management, and problem management.
Problems vs Known Errors
- Problems are created to investigate the root cause of an incident.
- Known errors are created when the root cause of an incident is known but a permanent solution hasn't been implemented.
- A step in the flow of a change control process related to an IT system or service is often required.
Types of Changes
- There are three major types of changes in ITIL: normal, emergency, and standard changes.
Release Management vs. Change Control
- Release management gathers requirements but change control doesn't
- Release management is specifically focused on changes to hardware.
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Description
This quiz explores key concepts around ITIL, customer satisfaction, information security management, and IT asset management. Test your knowledge on the principles and practices that can enhance service delivery and stakeholder relationships in IT. Perfect for those looking to deepen their understanding of IT management frameworks.
