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ITIL 2011 Foundation Flashcards: set #9

To see the answer, highlight the text after the “A:” letter.


Q: Define a Problem

A: it’s the cause of one or more incidents

Q: Define Access Management

A: It helps protect the resources’ CIA triad; it’s the execution of policies from Information Security Mgmt.

Q: Define the purpose of Transition planning and Support

A: The purpose of Transition Planning and Support is:

– to plan the transition of any process
– to plan and coordinate the required resources, present and future
– uses project management approaches and standards such as PRINCE2 and PMP
– to ensure that the service transition is consistent with the requirements layed in Service Design
– to manage conflicting needs for resources
– to provide service transition policies and procedures

Q: What does Service Validation and Testing do?

A: validates a new or changing service

Q: Define Change Evaluation

A: It makes sure that risks are managed

Q: With which process does Change Evaluation work in conjuction?

A: Change Mgmt process.

Q: What is the purpose of Service Catalog Mgmt?

A: to ensure the availability of the catalog of services to those who are authorized to access them.

Q: What is the purpose of Capacity Mgmt?

A: to ensure that services have the capacity requirements to meet business needs.

Q: What is the purpose of Supplier Mgmt?

A: to obtain value for money from suppliers.

Q: True/false: Service Desk is not a function.

A: False. Service Desk is a function.

Q: What is the purpose of the Service Desk?

A: It is the point of contact between users and service provider

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