Business of IT - Applications - D336
ACTUAL QUESTIONS AND CORRECT
ANSWERS
acceptance criteria - CORRECT ANSWERS✅✅A list of minimum requirements that a
service or service component must meet for it to be acceptable to key stakeholders.
Agile - CORRECT ANSWERS✅✅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 ANSWERS✅✅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 ANSWERS✅✅A database or list of assets, capturing key
attributes such as ownership and financial value.
availability - CORRECT ANSWERS✅✅The ability of an IT service or other configuration
item to perform its agreed function when required.
availability management practice - CORRECT ANSWERS✅✅The practice of ensuring that
services deliver agreed levels of availability to meet the needs of customers and users.
baseline - CORRECT ANSWERS✅✅A report or metric that serves as a starting point
against which progress or change can be assessed.
best practice - CORRECT ANSWERS✅✅A way of working that has been proven to be
successful by multiple organizations.
big data - CORRECT ANSWERS✅✅The use of very large volumes of structured and
unstructured data from a variety of sources to gain new insights.
,business analysis practice - CORRECT ANSWERS✅✅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 ANSWERS✅✅A justification for expenditure of organizational
resources, providing information about costs, benefits, options, risks, and issues.
business impact analysis (BIA) - CORRECT ANSWERS✅✅A key activity in the practice of
service continuity management that identifies vital business functions and their dependencies.
business relationship manager (BRM) - CORRECT ANSWERS✅✅A role responsible for
maintaining good relationships with one or more customers.
call - CORRECT ANSWERS✅✅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 ANSWERS✅✅An organization or business unit that
handles large numbers of incoming and outgoing calls and other interactions.
capability - CORRECT ANSWERS✅✅The ability of an organization, person, process,
application, configuration item, or IT service to carry out an activity.
capacity and performance management practice - CORRECT ANSWERS✅✅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 ANSWERS✅✅The activity of creating a plan that manages
resources to meet demand for services.
change - CORRECT ANSWERS✅✅The addition, modification, or removal of anything that
could have a direct or indirect effect on services.
, change authority - CORRECT ANSWERS✅✅A person or group responsible for authorizing
a change.
change enablement practice - CORRECT ANSWERS✅✅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 ANSWERS✅✅A repeatable approach to the management of a
particular type of change.
change schedule - CORRECT ANSWERS✅✅A calendar that shows planned and historical
changes.
charging - CORRECT ANSWERS✅✅The activity that assigns a price for services.
cloud computing - CORRECT ANSWERS✅✅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 ANSWERS✅✅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 ANSWERS✅✅A security objective that ensures information is
not made available or disclosed to unauthorized entities.
configuration - CORRECT ANSWERS✅✅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) - CORRECT ANSWERS✅✅Any component that needs to be
managed in order to deliver an IT service.
ACTUAL QUESTIONS AND CORRECT
ANSWERS
acceptance criteria - CORRECT ANSWERS✅✅A list of minimum requirements that a
service or service component must meet for it to be acceptable to key stakeholders.
Agile - CORRECT ANSWERS✅✅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 ANSWERS✅✅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 ANSWERS✅✅A database or list of assets, capturing key
attributes such as ownership and financial value.
availability - CORRECT ANSWERS✅✅The ability of an IT service or other configuration
item to perform its agreed function when required.
availability management practice - CORRECT ANSWERS✅✅The practice of ensuring that
services deliver agreed levels of availability to meet the needs of customers and users.
baseline - CORRECT ANSWERS✅✅A report or metric that serves as a starting point
against which progress or change can be assessed.
best practice - CORRECT ANSWERS✅✅A way of working that has been proven to be
successful by multiple organizations.
big data - CORRECT ANSWERS✅✅The use of very large volumes of structured and
unstructured data from a variety of sources to gain new insights.
,business analysis practice - CORRECT ANSWERS✅✅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 ANSWERS✅✅A justification for expenditure of organizational
resources, providing information about costs, benefits, options, risks, and issues.
business impact analysis (BIA) - CORRECT ANSWERS✅✅A key activity in the practice of
service continuity management that identifies vital business functions and their dependencies.
business relationship manager (BRM) - CORRECT ANSWERS✅✅A role responsible for
maintaining good relationships with one or more customers.
call - CORRECT ANSWERS✅✅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 ANSWERS✅✅An organization or business unit that
handles large numbers of incoming and outgoing calls and other interactions.
capability - CORRECT ANSWERS✅✅The ability of an organization, person, process,
application, configuration item, or IT service to carry out an activity.
capacity and performance management practice - CORRECT ANSWERS✅✅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 ANSWERS✅✅The activity of creating a plan that manages
resources to meet demand for services.
change - CORRECT ANSWERS✅✅The addition, modification, or removal of anything that
could have a direct or indirect effect on services.
, change authority - CORRECT ANSWERS✅✅A person or group responsible for authorizing
a change.
change enablement practice - CORRECT ANSWERS✅✅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 ANSWERS✅✅A repeatable approach to the management of a
particular type of change.
change schedule - CORRECT ANSWERS✅✅A calendar that shows planned and historical
changes.
charging - CORRECT ANSWERS✅✅The activity that assigns a price for services.
cloud computing - CORRECT ANSWERS✅✅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 ANSWERS✅✅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 ANSWERS✅✅A security objective that ensures information is
not made available or disclosed to unauthorized entities.
configuration - CORRECT ANSWERS✅✅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) - CORRECT ANSWERS✅✅Any component that needs to be
managed in order to deliver an IT service.
