17 Questions
What is an asset in the context of ITIL Service Strategy?
Any resource or capability that contributes to the delivery of a service
What is a business unit in the context of ITIL?
A segment of the business that has its own plans, metrics, income and costs
What is a baseline in the context of ITIL?
A snapshot used as a reference point
What is the primary purpose of a Change Advisory Board?
To support the assessment, prioritization, authorization and scheduling of changes
What is a Change Proposal?
A document that includes a high level description of a potential service introduction or significant change
What is the purpose of a Charter?
To create a document that contains details of a new service, a significant change or other significant project
What is an event in ITIL?
A change of state that has significance for the management of an IT service or other configuration item
What is a function in ITIL?
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
What does governance ensure in ITIL?
That policies and strategy are actually implemented
What is the purpose of a Definitive Media Library (DML)?
To store authorized versions of software configuration items
What is a key characteristic of a process?
It is a set of structured activities designed to achieve a specific objective
What is reliability in the context of ITIL?
A measure of how long an IT service can perform its agreed function without interruption
What is the main function of Remote Monitoring and Management (RMM) software?
To remotely monitor and manage multiple computer systems and networks
What is one of the benefits of using Remote Monitoring and Management (RMM) software?
Increased productivity through automation of routine tasks
What is a key benefit of using a ticketing system such as osTicket for customer support?
Improved customer satisfaction
What is the primary purpose of calculating MTTR in reliability engineering and maintenance management?
To identify areas for improvement in the repair process and optimize maintenance strategies
What is the primary focus of the Mean Time Between Failures (MTBF) metric?
The average time between failures of a system or component during its operation
Test your knowledge of ITIL Service Management terminology with this quiz covering key concepts such as Architecture, Assets, and Availability.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
