ITIL and Customer Satisfaction Concepts

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Questions and Answers

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?

Information Technology Infrastructure Library

ITIL helps new companies avoid reinventing the wheel in IT management.

True

Which of the following sets of activities is for information security management?

Detection, correction, prevention Signup and view all the answers

Which definition best describes IT asset management practice?

The practice of planning and managing the full lifecycle of all of a company’s IT assets Signup and view all the answers

A fundamental component of a service that can be tracked, accounted for, and controlled is a description of a(n) __________.

Configuration item (CI) Signup and view all the answers

A repository containing information about all the configuration items and the relationships between configuration items is a(n) __________.

Configuration management database (CMDB) Signup and view all the answers

Which ITIL practice is about managing stakeholders in service delivery?

Relationship management Signup and view all the answers

What is one stage of the relationship management lifecycle?

Identify Signup and view all the answers

Single sourcing and multisourcing are special cases of outsourcing.

True Signup and view all the answers

Service levels are set and agreed to by the service provider and the customer in a document called a(n) __________.

Service level agreement (SLA) Signup and view all the answers

Which types of events can modern event management systems recognize?

Exception, warning, informational Signup and view all the answers

Resolving an incident means __________.

Restoring or improving the quality of the service to the level agreed to in the SLA Signup and view all the answers

Three ITIL practices that fall under service operations include __________.

Incident management practice, monitoring and event management practice, problem management practice Signup and view all the answers

What is a difference between a problem and a known error?

Problems are created to identify the root cause of an incident; known errors are created when the root cause of an incident is known but a permanent solution has not been implemented. Signup and view all the answers

A step in the flow of a change control process related to an IT system or service is often true.

True Signup and view all the answers

What are the three major types of changes according to ITIL?

Normal, emergency, standard Signup and view all the answers

What is a valid difference between the release management practice and the change control practice?

Requirements gathering happens as part of release management practice but not as part of change control practice. Signup and view all the answers

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.