Year: 2021

A change authority should be assigned to each type of change and change model Centralizing change authorization to a single person is the most effective means of authorization The authorization of normal changes should be expedited to ensure they can be implemented quickly Standard changes...

A service An output A practice Continual improvement A service is a means of enabling value cocreation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.

Focus on value Collaborate and promote visibility Think and work holistically Keep it simple and practical Collaborate and promote visibility Collaborate and promote visibility states Insufficient visibility of work leads to poor decision-making, which in turn impacts the organizations ability to improve internal capabilities. It...

A normal change An emergency change A standard change An application change A standard change Fulfilment of service requests may include changes to services or their components. Usually these are standard changes. and standard changes are low-risk, preauthorized changes that are well understood, fully documented,...

Incident management Service request management Service-level management IT asset management Incident management In some extreme cases, disaster recovery plans may be invoked to resolve an incident.

Change enablement Service request management Problem management Incident management The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. Each service request may include one...

The purpose of the ________ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives. Focus on value guiding principle Four dimensions of service management Service value system Service request management practice Service value system The purpose...

Securing stakeholder engagement Understanding the vision and objectives of the organization Determining where the most positive impact would be Standardizing practices and services Understanding the vision and objectives of the organization The first step of the principle optimize and automate is to understand and agree...

1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions 1 and 2 2 and 3 3 and 4 1 and 4 1...

By determining service demand By using a combination of practices By using a single functional team By implementing process automation By using a combination of practices To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.