ITIL Foundation Exam
service - Answer delivers value to customers, without ownership of specific costs and
risks
SACM - Answer Service Asset and Configuration Management
SACM purpose - Answer Purpose is to ensure you have accurate, meaningful and
relevant info about your asset
Service Asset - Answer Any resource or capability that could contribute to the delivery
of a service.
Configuration Item - Answer A service asset that needs to be managed in order to
deliver an IT service
CI - Answer Configuration Item
Configuration Record - Answer A set of attributes and relationships about a CI
Customer and Contract = - Answer banking core service
E-banking support service is supported by - Answer Applications
SKMS - Answer CMS + CIs + CMDBs
Definitive Media Library - Answer media not CIs included in the CMDB
Change Management purpose - Answer to control the lifecycle of all changes, enabling
beneficial changes to be made with minimum disruption to IT services
change - Answer the addition, modification or removal of anything that could have an
effect on IT services."
Change Management includes - Answer IT service changes
RFC = - Answer Request for Change
Change Record - Answer A capture of the details of the lifecycle of a change. Should
reference the CIs associated with the change
Standard Change - Answer Change to a service or CI
Emergency Change - Answer response to or in order to prevent a business-critical error
, Change types - Answer Standard and Emergency
Change Advisory Board - Answer a group of people who are tasked with evaluating
changes to the IT environment
Change process - Answer 7 steps
Change management excludes - Answer business strategic, minor operational, and
project changes
Event = - Answer "Any change of state that has significance for the management of a
configuration item (CI) or IT service
Alert - Answer An event that notifies staff of a failure or that a threshold has been
breached
Incident - Answer An unplanned interruption to an IT service, a reduction in the quality
of an IT service, or a failure of a CI that has not yet impacted an IT service
trigger - Answer An indication that some action or response to an event may be needed.
notification - Answer generated by the CI/system or a monitoring tool that indicates that
an event has occurred on the CI/Service/System.
Event management - Answer concerned with generating events and detecting
notifications that have been produced
Event monitoring - Answer Monitoring includes actively checking CIs to ensure that they
are working as they should, whether or not an event has been generated."
reason to use ITIL - Answer Management of IT services and budgetary controls
Source of IT best best practices - Answer proprietary knowledge, industry standards,
training
outcome - Answer result of doing something
IT service - Answer information tech, people, outcomes
types of services - Answer core, enabling, enhancing
IT service provider - Answer provide IT to internal or external customers
characteristic of a process - Answer respond to a trigger, delivers a specific result, is
measurable
service - Answer delivers value to customers, without ownership of specific costs and
risks
SACM - Answer Service Asset and Configuration Management
SACM purpose - Answer Purpose is to ensure you have accurate, meaningful and
relevant info about your asset
Service Asset - Answer Any resource or capability that could contribute to the delivery
of a service.
Configuration Item - Answer A service asset that needs to be managed in order to
deliver an IT service
CI - Answer Configuration Item
Configuration Record - Answer A set of attributes and relationships about a CI
Customer and Contract = - Answer banking core service
E-banking support service is supported by - Answer Applications
SKMS - Answer CMS + CIs + CMDBs
Definitive Media Library - Answer media not CIs included in the CMDB
Change Management purpose - Answer to control the lifecycle of all changes, enabling
beneficial changes to be made with minimum disruption to IT services
change - Answer the addition, modification or removal of anything that could have an
effect on IT services."
Change Management includes - Answer IT service changes
RFC = - Answer Request for Change
Change Record - Answer A capture of the details of the lifecycle of a change. Should
reference the CIs associated with the change
Standard Change - Answer Change to a service or CI
Emergency Change - Answer response to or in order to prevent a business-critical error
, Change types - Answer Standard and Emergency
Change Advisory Board - Answer a group of people who are tasked with evaluating
changes to the IT environment
Change process - Answer 7 steps
Change management excludes - Answer business strategic, minor operational, and
project changes
Event = - Answer "Any change of state that has significance for the management of a
configuration item (CI) or IT service
Alert - Answer An event that notifies staff of a failure or that a threshold has been
breached
Incident - Answer An unplanned interruption to an IT service, a reduction in the quality
of an IT service, or a failure of a CI that has not yet impacted an IT service
trigger - Answer An indication that some action or response to an event may be needed.
notification - Answer generated by the CI/system or a monitoring tool that indicates that
an event has occurred on the CI/Service/System.
Event management - Answer concerned with generating events and detecting
notifications that have been produced
Event monitoring - Answer Monitoring includes actively checking CIs to ensure that they
are working as they should, whether or not an event has been generated."
reason to use ITIL - Answer Management of IT services and budgetary controls
Source of IT best best practices - Answer proprietary knowledge, industry standards,
training
outcome - Answer result of doing something
IT service - Answer information tech, people, outcomes
types of services - Answer core, enabling, enhancing
IT service provider - Answer provide IT to internal or external customers
characteristic of a process - Answer respond to a trigger, delivers a specific result, is
measurable
