ITIL V.4 DEFINITIONS
acceptance criteria - correct answer A list of minimum requirements that a service
or service component must meet for it to be acceptable to key stakeholders.
Agile - correct 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. There are several specific methods (or frameworks) that are classed
as Agile, such as Scrum, Lean, and Kanban.
architecture management practice - correct 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 - correct answer A database or list of assets, capturing key
attributes such as ownership and financial value.
availability - correct answer The ability of an IT service or other configuration item
to perform its agreed function when required.
availability management practice - correct answer The practice of ensuring that
services deliver agreed levels of availability to meet the needs of customers and
users.
baseline - correct answer A report or metric that serves as a starting point against
which progress or change can be assessed.
best practice - correct answer A way of working that has been proven to be
successful by multiple organizations.
big data - correct answer The use of very large volumes of structured and
unstructured data from a variety of sources to gain new insights.
,business analysis practice - correct 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 - correct answer A justification for expenditure of organizational
resources, providing information about costs, benefits, options, risks, and
issues.
business impact analysis (BIA) - correct answer A key activity in the practice of
service continuity management that identifies vital business functions and their
dependencies.
business relationship manager (BRM) - correct answer A role responsible for
maintaining good relationships with one or more customers.
call - correct 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 - correct answer An organization or business unit that handles
large numbers of incoming and outgoing calls and other interactions.
capability - correct answer The ability of an organization, person, process,
application, configuration item, or IT service to carry out an activity.
capacity and performance management practice - correct 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 - correct answer The activity of creating a plan that manages
resources to meet demand for services.
, change - correct answer The addition, modification, or removal of anything that
could have a direct or indirect effect on services.
change authority - correct answer A person or group responsible for authorizing a
change.
change control practice - correct 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 - correct answer A repeatable approach to the management of a
particular type of change.
change schedule - correct answer A calendar that shows planned and historical
changes.
charging - correct answer The activity that assigns a price for services.
cloud computing - correct 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 - correct 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 - correct answer A security objective that ensures information is
not made available or disclosed to unauthorized entities.
configuration - correct 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.
acceptance criteria - correct answer A list of minimum requirements that a service
or service component must meet for it to be acceptable to key stakeholders.
Agile - correct 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. There are several specific methods (or frameworks) that are classed
as Agile, such as Scrum, Lean, and Kanban.
architecture management practice - correct 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 - correct answer A database or list of assets, capturing key
attributes such as ownership and financial value.
availability - correct answer The ability of an IT service or other configuration item
to perform its agreed function when required.
availability management practice - correct answer The practice of ensuring that
services deliver agreed levels of availability to meet the needs of customers and
users.
baseline - correct answer A report or metric that serves as a starting point against
which progress or change can be assessed.
best practice - correct answer A way of working that has been proven to be
successful by multiple organizations.
big data - correct answer The use of very large volumes of structured and
unstructured data from a variety of sources to gain new insights.
,business analysis practice - correct 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 - correct answer A justification for expenditure of organizational
resources, providing information about costs, benefits, options, risks, and
issues.
business impact analysis (BIA) - correct answer A key activity in the practice of
service continuity management that identifies vital business functions and their
dependencies.
business relationship manager (BRM) - correct answer A role responsible for
maintaining good relationships with one or more customers.
call - correct 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 - correct answer An organization or business unit that handles
large numbers of incoming and outgoing calls and other interactions.
capability - correct answer The ability of an organization, person, process,
application, configuration item, or IT service to carry out an activity.
capacity and performance management practice - correct 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 - correct answer The activity of creating a plan that manages
resources to meet demand for services.
, change - correct answer The addition, modification, or removal of anything that
could have a direct or indirect effect on services.
change authority - correct answer A person or group responsible for authorizing a
change.
change control practice - correct 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 - correct answer A repeatable approach to the management of a
particular type of change.
change schedule - correct answer A calendar that shows planned and historical
changes.
charging - correct answer The activity that assigns a price for services.
cloud computing - correct 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 - correct 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 - correct answer A security objective that ensures information is
not made available or disclosed to unauthorized entities.
configuration - correct 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.
