C846 Flash Cards from U-certify, WGU C846 ITIL, Business of IT C846, Top Exam Questions and answers, rated

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C846 Flash Cards from U-certify, WGU C846 ITIL, Business of IT C846, Top Exam Questions and answers, rated A+ dependent on - ✔✔-Complete the sentence by filling in the missing word: IT servic... e management is important for organizations because businesses are ____________IT. The U.K. Government - ✔✔-Who developed ITIL? Strategy - ✔✔-Which service lifecycle stage is considered to be the core of the lifecycle? Core Service - ✔✔-A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Customer - ✔✔-Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets. Enabling Service - ✔✔-A service that is needed in order to deliver a core service. Enhancing Service - ✔✔-A service that is added to a core service to make it more attractive to the customer. Function - ✔✔-A team or group of people and the other resources or tools that are used to carry out a process or process activities. IT Service - ✔✔-A service provided by an IT service provider. An IT service consists of a combination of information technology, people, and processes. Outcome - ✔✔-The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results. Process - ✔✔-A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. Service - ✔✔-Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. Service Management - ✔✔-A set of specialized organizational capabilities for providing value to customers in the form of services. value - ✔✔-Complete the sentence by filling in the missing word: ITIL is a framework of common best practices that provide ___________ for customers. Best Practices - ✔✔-Complete the sentence by filling in the missing word: Service management provides a standardized approach that ensures ___________ for IT delivery. Service Strategy - ✔✔-"How do we truly create value for our customers?" is a question answered by which lifecycle stage? Service Strategy - ✔✔-"How can we make a case for strategic investment?" is a question answered by which lifecycle stage? Service Strategy - ✔✔-"How do we resolve conflicting demands for resource?" is a question answered by which lifecycle stage? Service Strategy - ✔✔-"What services should we be offering and to whom?" is a question answered by which lifecycle stage? Fit for purpose - ✔✔-Utility is defined as what? Fit for use - ✔✔-Warranty is defined as what? Availability, capacity, security, and continuity - ✔✔-Warranty requires assurance of which areas? True - ✔✔-True or false: A service asset is defined as any resource or capability of a service provider. Assets - ✔✔-Any resource or capability. Attribute - ✔✔-Information held about a configuration item, such as serial number, make, model, and so on. Capabilities - ✔✔-The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of an organization. Governance - ✔✔-Ensures that policies and strategy are actually implemented and that required processes are correctly followed. IT Service Management (ITSM) - ✔✔-The implementation and management of quality IT services that meet the needs of the business. Patterns of Business Activity (PBA) - ✔✔-A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. Resources - ✔✔-A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. They are often considered to be assets of an organization. Risk Management - ✔✔-The approach adopted to identify, document, analyze, and mitigate against the likelihood of potential impact to a project or service. Risk Register - ✔✔-A centralized record of the risks that need to be managed. Service Strategy - ✔✔-A phase in the service lifecycle. Service strategy defines the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization's business outcomes. Utility - ✔✔-The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Warranty - ✔✔-The assurance that a product or service will meet the agreed requirements, fit for use. A user - ✔✔-A person who uses an IT service on a daily basis is known as what? A role - ✔✔-A set of responsibilities, activities, or authorities assigned to a person or team is known as what? Business Case - ✔✔-Justification for a significant item of expenditure, identifying costs and benefits, including options considered. Business relationship management - ✔✔-The process responsible for maintaining a positive relationship with customers. The business relationship manager's focus is strategic, ensuring that IT will deliver what is required by the business strategy. Design coordination - ✔✔-The process responsible for coordinating all service design activities, processes, and resources. Service portfolio - ✔✔-The complete set of services that is managed by a service provider. It includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services. Service portfolio management - ✔✔-The process that manages and maintains the service portfolio. It ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service provider - ✔✔-An organization supplying services to one or more internal or external customers. True - ✔✔-True or false: Measurement and metrics are part of the five major aspects of service design. False - ✔✔-True or false: People, process, products, and partners are four principles used to manage strategic outcomes. True - ✔✔-True or false: Service management systems and tools are part of the five key aspects of service design. False - ✔✔-True or false: Service design is solely concerned with the day-to-day enhancements and changes to service. False - ✔✔-True or false: Service design is free to design according to the technical needs of the IT department. Service Portfolio - ✔✔-Service pipeline, service catalog, and retired services are elements of which service management tool? Architecture - ✔✔-The structure of a system or IT service, including the relationships of components to each other. Service acceptance criteria (SAC) - ✔✔-A set of criteria used to ensure that an IT service meets its functionality and quality requirements. Service design - ✔✔-A phase in the service lifecycle. Service design includes the design of the services, including governing practices, processes, and policies required to realize the service provider's strategy. Its objective is to facilitate the introduction of services into supported environments. Service design package (SDP) - ✔✔-Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. SLA - ✔✔-A written agreement between customers and IT service providers is known as what? Contract - ✔✔-Complete the sentence by filling in the missing word: A legally binding agreement between IT service provider and a third party is called a supplier ___________. OLA - ✔✔-An underpinning agreement between IT service providers and another part of the same organization that assists with the provision of services is called what? Service-Level Agreement - ✔✔-Service description, service availability, and service review schedules are all terms you would expect to find documented in which type of agreement? True - ✔✔-True or false: An SLA is a documented agreement between the customer and the IT service provider. It must be signed by both parties. Service-Based SLA - ✔✔-An agreement covering a single service used by multiple customers is known as which type of service-level agreement? Customer-Based SLA - ✔✔-An agreement covering multiple services used by a single customer is known as which type of service-level agreement? Corporate-Based SLA - ✔✔-An agreement covering services used across an organization is known as which type of service-level agreement? Service-Level Agreement - ✔✔-What does the acronym SLA stand for? IT service provider - ✔✔-A service provider that provides IT services to internal or external customers. Operational-level agreements (OLAs) - ✔✔-An agreement between an IT service provider and another part of the same organization that assists in the provision of services. Service improvement plan (SIP) - ✔✔-A formal plan to implement improvements to a processor IT service. Service-level agreement (SLA) - ✔✔-A written agreement between the IT service provider and customer. A service-level agreement describes the IT service, documents service-level targets, and specifies the responsibilities of the IT service provider and the customer. Service-level requirements (SLR) - ✔✔-A customer requirement for an aspect of an IT service. Servicelevel requirements are based on business objectives and used to negotiate agreed service-level targets. Underpinning contracts (UC) - ✔✔-A contract between an IT service provider and a third party. The third party provides goods or services that support the delivery of an IT service to a customer. True - ✔✔-True or false: Demand management considers the patterns of business activity to understand demand for services. True - ✔✔-True or false: Demand management may provide techniques for influencing demand for services. IT Service Provider - ✔✔-An organization providing services to one or more internal or external customers is called what? True - ✔✔-True or false: A supplier is a third party responsible for supplying goods or services that are required to deliver IT services. Name the subprocesses for capacity management. - ✔✔-Business capacity, service capacity, and component capacity management IT Service Continuity Management - ✔✔-Initiation, requirements and strategy, implementation, and ongoing operation are stages in which service management process? True - ✔✔-True or false: The main objective of supplier management is to manage the relationship between IT service provider and supplier, while monitoring and managing the required performance. Information Security - ✔✔-Complete the sentence by filling in the missing word: Defining the security and access policies for all services is the responsibility of ____________ management. Capacity Management Information System - ✔✔-What does the acronym CMIS stand for? Availability management information system - ✔✔-What does the acronym AMIS stand for? Availability management - ✔✔-The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Business continuity management (BCM) - ✔✔-The business process is responsible for managing risks that could seriously affect the business and ensuring that critical business functions can be made available following a major disruption, within the timeframe the business requires. Business continuity management defines what will be required from its IT service provider in terms of IT service continuity management. Business impact analysis (BIA) - ✔✔-Business impact analysis is the activity in business continuity management that identifies vital business functions and their dependencies. It is used to identify what the business impact will be if an IT service is unavailable. Capacity management - ✔✔-The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed-on capacity and performance-related requirements in a costeffective and timely manner. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management. Capacity plan - ✔✔-A plan drawn up to address the current and future capacity and performance requirements of the business. It shows current and historic usage of services and components and the expected increase or decrease for capacity for them over the next 12 to 18 months. It recommends actions to ensure sufficient but not excessive capacity will be available to match these demands; these actions could include purchase of new equipment and storage or reallocation of current devices. The plan considers changes in the business, such as downsizing, changes in the demand for individual services, and technical advances in components, and it puts forward plans to meet a number of possible scenarios. Information security management (ISM) - ✔✔-The process responsible for ensuring that the confidentiality, integrity, and availability of an organization's assets, information, data, and IT services match the agreed needs of the business. IT service continuity management - ✔✔-The process responsible for managing risks that could seriously affect IT services. IT service continuity management supports business continuity management. Mean time between failures (MTBF) - ✔✔-A metric for measuring and reporting availability, or uptime. MTBF is the average of the time between when the configuration item starts working until it next fails. Mean time between service incidents (MTBSI) - ✔✔-A metric used for measuring and reporting reliability. It is the mean time from when a system or IT service fails until it next fails. Mean time to restore service (MTRS) - ✔✔-A metric used for measuring and reporting downtime. MTRS is the average time taken to restore an IT service or other configuration item after a failure. MTRS is measured from when the configuration item fails until it is fully restored and delivering its normal functionality. Service catalog - ✔✔-A database or structured document with information about all live IT services, which may include services available for deployment. Service catalog management - ✔✔-The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it. Service knowledge management system (SKMS) - ✔✔-A set of tools and databases that are used to manage knowledge, information, and data. Supplier management - ✔✔-The process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and ensuring that all suppliers meet their contractual commitments. Vital business function (VBF) - ✔✔-Part of a business process that is critical to the success of the business. Process Owner - ✔✔-The role responsible for ensuring a process is carried out correctly is known as what? True - ✔✔-True or false: The RACI matrix is used to understand the allocation of roles and responsibilities for an activity. What does the acronym RACI stand for? - ✔✔-Responsible, Accountable, Consulted, Informed RACI - ✔✔-A model which defines roles and responsibilities. RACI stands for Responsible, Accountable, Consulted, and Informed. Request for change (RFC) - ✔✔-A formal proposal for a change to be made. It includes details of the proposed change and may be recorded on paper or electronically. True - ✔✔-True or false: All processes share a common set of characteristics. Normal Change - ✔✔-What is the change type for the definition "A change that follows the basic flow of assessment and authorization"? Standard Change - ✔✔-What is the change type for the definition "A change that is preauthorized, as it has a known risk, known impact, and is carried out regularly"? Emergency Change - ✔✔-What is the change type for the definition "A change that needs to be implemented more quickly on a business-critical system"? Remediation Plan - ✔✔-What is the change output described by the definition "A fallback plan or proposal for remedial action where backout is not achievable"? Projected Service Outage - ✔✔-What is the change output described by the definition "A document detailing the effect of planned changes on agreed service availability"? Change Manager - ✔✔-Which role is normally responsible for chairing the change advisory board? False - ✔✔-True or false: The ECAB is a group of processes to assist in the evaluation of changes that impact the business as a whole. An emergency change - ✔✔-Failure of a critical component, causing a severe effect on a number of services, would justify which type of change? an exception - ✔✔-Complete the sentence by filling in the missing word: An event that occurs requires detection and a specific action to be taken (for example, raising an incident) is called ________________. Request for change - ✔✔-What does the acronym RFC stand for? Change - ✔✔-The addition, modification, or removal of anything that could affect IT services. Change advisory board (CAB) - ✔✔-A group of people who support the assessment, prioritization, authorization, and scheduling of changes. Change management - ✔✔-The process responsible for controlling the lifecycle of all changes. Change proposal - ✔✔-A high-level description and business case of a potential service or significant change. Once the change proposal has been authorized, the service will be chartered. Change record - ✔✔-A record containing the details of a change. Each change record documents the lifecycle of a single change. Change schedule (CS) - ✔✔-A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes. Emergency change - ✔✔-A change that must be introduced as soon as possible, for example, to resolve a major incident or implement a security patch. Emergency change advisory board (ECAB) - ✔✔-A subgroup of the change advisory board that makes assessments and decisions about emergency changes. Projected service outage (PSO) - ✔✔-A document that identifies the effect of planned changes, maintenance activities, and test plans on agreed service levels. Remediation plan - ✔✔-A plan for actions to be taken to recover after a failed change or release. Remediation may include backout, invocation of service continuity plans, or other actions designed to enable the business process to continue. Service transition - ✔✔-A phase in the service lifecycle. Service transition ensures that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Standard change - ✔✔-A preauthorized change that is low-risk, is relatively common, and follows a procedure or work instruction. Data - ✔✔-A set of discrete facts about an event, often in raw form, is known as what, as part of knowledge management? Information - ✔✔-Rationalization and/or context applied to a set of discrete facts are known as what, as part of knowledge management? Knowledge - ✔✔-Combining experience, ideas, insights, values, and judgments that are applied to contextual facts are known as what? Wisdom - ✔✔-Informed decision-making use of the application of understanding of contextual facts is known as what? False - ✔✔-True or false: Service asset and configuration management is the process that manages all assets of an organization. Document - ✔✔-A service level agreement is categorized under which category for service asset and configuration management? False - ✔✔-True or false: All infrastructure components should be recorded as configuration items. True - ✔✔-True or false: One of the benefits of the configuration management system is that relationships between configuration items can be recorde [Show More]

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