ITIL 4 Foundation Exam A+ Pass
acceptance criteria - Answer- A list of minimum requirements that a service or service
component must meet for it to be acceptable to key stakeholders
Agile - Answer-
Agile - Answer- An umbrella term for a collection of frameworks and techniques that
together enable teams and individuals to work in a way that is typified by collaboration,
prioritization, iterative and incremental delivery, and timeboxing.
architecture management practice - Answer- The practice of providing an understanding
of all the different elements that make up an organization and how those elements
relate to one another
asset register - Answer- A database or list of assets, capturing key attributes such as
ownership and financial value
availability - Answer- The ability of an IT service or other configuration item to perform
its agreed function when required
availability management practice - Answer- The practice of ensuring that services
deliver agreed levels of availability to meet the needs of customers and users.
best practice - Answer- A way of working that has been proven to be successful by
multiple organizations
big data - Answer- The use of very large volumes of structured and unstructured data
from a variety of sources to gain new insights
business analysis practice - Answer- The practice of analysing a business or some
element of a business, defining its needs and recommending solutions to address these
needs and/or solve a business problem, and create value for stakeholders
business case - Answer- A justification for expenditure of organizational resources,
providing information about costs, benefits, options, risks, and issues.
business impact analysis (BIA) - Answer- A key activity in the practice of service
continuity management that identifies vital business functions and their dependencies
business relationship manager (BRM) - Answer- A role responsible for maintaining good
relationships with one or more customers
call - Answer- An interaction (e.g. a telephone call) with the service desk. A call could
result in an incident or a service request being logged
,call/contact centre - Answer- An organization or business unit that handles large
numbers of incoming and outgoing calls and other interactions
capability - Answer- The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity
capacity and performance management practice - Answer- The practice of ensuring that
services achieve agreed and expected performance levels, satisfying current and future
demand in a cost-effective way
capacity planning - Answer- The activity of creating a plan that manages resources to
meet demand for services
change - Answer- The addition, modification, or removal of anything that could have a
direct or indirect effect on services
change authority - Answer- A person or group responsible for authorizing a change
change control practice - Answer- The practice of ensuring that risks are properly
assessed, authorizing changes to proceed and managing a change schedule in order to
maximize the number of successful service and product changes
change model - Answer- A repeatable approach to the management of a particular type
of change
change schedule - Answer- A calendar that shows planned and historical changes
charging - Answer- The activity that assigns a price for services
cloud computing - Answer- A model for enabling on-demand network access to a
shared pool of configurable computing resources that can be rapidly provided with
minimal management effort or provider interaction
compliance - Answer- The act of ensuring that a standard or set of guidelines is
followed, or that proper, consistent accounting or other practices are being employed
confidentiality - Answer- A security objective that ensures information is not made
available or disclosed to unauthorized entities
baseline - Answer- A report or metric that serves as a starting point against which
progress or change can be assessed
configuration - Answer- An arrangement of configuration items (CIs) or other resources
that work together to deliver a product or service. Can also be used to describe the
parameter settings for one or more CIs
, configuration item (CI) - Answer- Any component that needs to be managed in order to
deliver an IT service
configuration management database (CMDB) - Answer- A database used to store
configuration records throughout their lifecycle. The CMDB also maintains the
relationships between configuration records
configuration management system (CMS) - Answer- A set of tools, data, and
information that is used to support service configuration management
configuration record - Answer- A record containing the details of a configuration item
(CI). Each configuration record documents the lifecycle of a single CI. Configuration
records are stored in a configuration management database.
continual improvement practice - Answer- The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification
and improvement of all elements involved in the effective management of products and
services
continuous deployment - Answer- An integrated set of practices and tools used to
deploy software changes into the production environment. These software changes
have already passed pre-defined automated tests
continuous integration / continuous delivery - Answer- An integrated set of practices and
tools used to merge developers' code, build and test the resulting software, and
package it so that it is ready for deployment
control - Answer- The means of managing a risk, ensuring that a business objective is
achieved, or that a process is followed
cost - Answer- The amount of money spent on a specific activity or resource.
cost centre - Answer- A business unit or project to which costs are assigned
critical success factor (CSF) - Answer- A necessary precondition for the achievement of
intended results
culture - Answer- A set of values that is shared by a group of people, including
expectations about how people should behave, ideas, beliefs, and practices.
customer - Answer- A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
customer experience (CX) - Answer- The sum of functional and emotional interactions
with a service and service provider as perceived by a service consumer
acceptance criteria - Answer- A list of minimum requirements that a service or service
component must meet for it to be acceptable to key stakeholders
Agile - Answer-
Agile - Answer- An umbrella term for a collection of frameworks and techniques that
together enable teams and individuals to work in a way that is typified by collaboration,
prioritization, iterative and incremental delivery, and timeboxing.
architecture management practice - Answer- The practice of providing an understanding
of all the different elements that make up an organization and how those elements
relate to one another
asset register - Answer- A database or list of assets, capturing key attributes such as
ownership and financial value
availability - Answer- The ability of an IT service or other configuration item to perform
its agreed function when required
availability management practice - Answer- The practice of ensuring that services
deliver agreed levels of availability to meet the needs of customers and users.
best practice - Answer- A way of working that has been proven to be successful by
multiple organizations
big data - Answer- The use of very large volumes of structured and unstructured data
from a variety of sources to gain new insights
business analysis practice - Answer- The practice of analysing a business or some
element of a business, defining its needs and recommending solutions to address these
needs and/or solve a business problem, and create value for stakeholders
business case - Answer- A justification for expenditure of organizational resources,
providing information about costs, benefits, options, risks, and issues.
business impact analysis (BIA) - Answer- A key activity in the practice of service
continuity management that identifies vital business functions and their dependencies
business relationship manager (BRM) - Answer- A role responsible for maintaining good
relationships with one or more customers
call - Answer- An interaction (e.g. a telephone call) with the service desk. A call could
result in an incident or a service request being logged
,call/contact centre - Answer- An organization or business unit that handles large
numbers of incoming and outgoing calls and other interactions
capability - Answer- The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity
capacity and performance management practice - Answer- The practice of ensuring that
services achieve agreed and expected performance levels, satisfying current and future
demand in a cost-effective way
capacity planning - Answer- The activity of creating a plan that manages resources to
meet demand for services
change - Answer- The addition, modification, or removal of anything that could have a
direct or indirect effect on services
change authority - Answer- A person or group responsible for authorizing a change
change control practice - Answer- The practice of ensuring that risks are properly
assessed, authorizing changes to proceed and managing a change schedule in order to
maximize the number of successful service and product changes
change model - Answer- A repeatable approach to the management of a particular type
of change
change schedule - Answer- A calendar that shows planned and historical changes
charging - Answer- The activity that assigns a price for services
cloud computing - Answer- A model for enabling on-demand network access to a
shared pool of configurable computing resources that can be rapidly provided with
minimal management effort or provider interaction
compliance - Answer- The act of ensuring that a standard or set of guidelines is
followed, or that proper, consistent accounting or other practices are being employed
confidentiality - Answer- A security objective that ensures information is not made
available or disclosed to unauthorized entities
baseline - Answer- A report or metric that serves as a starting point against which
progress or change can be assessed
configuration - Answer- An arrangement of configuration items (CIs) or other resources
that work together to deliver a product or service. Can also be used to describe the
parameter settings for one or more CIs
, configuration item (CI) - Answer- Any component that needs to be managed in order to
deliver an IT service
configuration management database (CMDB) - Answer- A database used to store
configuration records throughout their lifecycle. The CMDB also maintains the
relationships between configuration records
configuration management system (CMS) - Answer- A set of tools, data, and
information that is used to support service configuration management
configuration record - Answer- A record containing the details of a configuration item
(CI). Each configuration record documents the lifecycle of a single CI. Configuration
records are stored in a configuration management database.
continual improvement practice - Answer- The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification
and improvement of all elements involved in the effective management of products and
services
continuous deployment - Answer- An integrated set of practices and tools used to
deploy software changes into the production environment. These software changes
have already passed pre-defined automated tests
continuous integration / continuous delivery - Answer- An integrated set of practices and
tools used to merge developers' code, build and test the resulting software, and
package it so that it is ready for deployment
control - Answer- The means of managing a risk, ensuring that a business objective is
achieved, or that a process is followed
cost - Answer- The amount of money spent on a specific activity or resource.
cost centre - Answer- A business unit or project to which costs are assigned
critical success factor (CSF) - Answer- A necessary precondition for the achievement of
intended results
culture - Answer- A set of values that is shared by a group of people, including
expectations about how people should behave, ideas, beliefs, and practices.
customer - Answer- A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
customer experience (CX) - Answer- The sum of functional and emotional interactions
with a service and service provider as perceived by a service consumer
