ITIL ITIL-4-Foundation - ITIL 4 Foundation Exam

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To systematically observe services and service components, and record and report selected changes of state

To protect the information needed by the organization to conduct its business

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

A customer

A user

A configuration item (CI)

An IT asset

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

Change control

Problem management

Service desk

Service catalogue management

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

closed

logged

analysed

escalated

Service management

Continual improvement

A service

An IT asset

Service value streams

Value realization

Customer engagement

The application of practices