ITIL final Exams

Chapter 2

1) Which term describes the functionality offered by a service?

- Utility
2) What is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve?
- A Service
3) Identify the missing word in the following sentence!
customer is a person who defines the requirements for a service and takes responsibility for the [?] of
service consumption.
- Outcomes
4) What is an output?
- Something created by carrying out an activity.
5) What term best describes a service that is 'fit for use'?
- Warranty
6) What term best describes a person or a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives?
- Organization
7) A service provider describes a package that includes a laptop with software, licenses, and support.
What is this package an example of?
- Service offering.
8) What are the two types of cost that a service consumer should evaluate?
- The costs removed by the service, and the costs imposed by the service.
9) Which joint activity performed by a service provider and service consumer ensures continual value co-
creation?
- Service relationship management.
Chapter 3

1) Which dimension of service management considers governance, management, and

communication?

- Organizations and people

2) Which is NOT a key focus of the ‘information and technology’ dimension?

- Roles and responsibilities

3) Which service management dimension is focused on activities and how these are coordinated?

- Value streams and processes

4) Which service management dimension is focused on an organization's relationships with other

organizations in order to deliver its services?

- Partners and suppliers

5) Which of these are a key focus of the ‘value streams and processes’ dimension?

- Activities that transform inputs into outputs

6) Your company has decided to implement a new management style that will significantly flatten

the management hierarchy within the company. Which dimension of service management is

most applicable to this change?

- Organizations and people

7) Which dimension of service management should be considered when deciding whether or not

moving the organization's web server from an on premise solution to the cloud is a good

decision in terms of compliance and security?

- Information and technology

8) Amir Training Center is an Authorized Training Organization for AXELOS. Which service

management dimension would be focused on the relationship between Amir Training Center

and AXELOS in regards to the company's delivery of ITIL 4 Foundation training to students?

- Partners and suppliers

Chapter 4

1) Which ITIL concept describes governance?

- The service value system

2) Which describes the nature of the guiding principles?
- A guiding principle is a recommendation used as guidance in all circumstances.

3) Which guiding principle is most affected by the customer experience (CX)?

- Focus on value.
4) You are working to design a new service for internal use across your organization. As part of
your design efforts, you form a small team with relevant stakeholders from the human
resources, information technology, sales, and other relevant departments to ensure the
service adequately meets each department's needs and hope this results in great acceptance
of the service when delivered. Which guiding principle best describes this scenario?
- Collaborate and promote visibility.
5) What is the first step of the guiding principle 'focus on value'?

Determine who the service consumer is in each situation.

6) Which guiding principle recommends organizing work into smaller, manageable sections that

can be executed and completed in a timely manner?

- Collaborate and promote visibility.

7) How do all value chain activities transform inputs to outputs?

- By using combinations of practices

8) What is the starting point for optimization?

- Understanding the vision and objectives of the organization

9) Your company has spent the last 12 months working on a new improvement to the customer

relationship management software in an effort to increase customer satisfaction by 4%. Amir

analyzes the current metrics and compares them against the baseline metrics from 12 months

ago. Which step of the continual improvement model is Amir working in?

- Did we get there?

10) Which guiding principle recommends assessing the current state and deciding what can be

reused?

- Start where you are.

11) During a review of the New Account Creation process at your company, you determine that the

current process requires 15 steps to create a new account. As you analyze each step, you find

that steps 3 and 5 provide no value to the process or the organization. Based on which guiding

principle should you eliminate steps 3 and 5 from the process?

- Keep it simple and practical.

12) Which of the following is NOT an activity within the service value chain?

- Practice
13) Your company has recently engaged a new supplier to provide you with 3 routers that will

handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is

currently configuring the devices in preparation for installation into the network architecture

based upon the design requirements. Which value chain activity would best categorize your

configuration actions in this scenario?

- Obtain/build.
14) Which value chain activity communicates the current status of all four dimensions of service

management?

- Plan
15) Which value chain activity creates service components?

- Obtain/build
16) Which value chain activity includes negotiation of contracts and agreements with suppliers and

partners?

- Engage
17) Which statement about the value chain activities is CORRECT?

Each value chain activity contributes to the value chain by transforming specific inputs into

- outputs

18) Which value chain activity includes presenting workarounds to users via a service portal?

- Engage
19) Which step of the continual improvement model is focused on outlining the steps that will be

undertaken by the organization in order to achieve its goals and move the organization closer

to achieving its vision?

- How do we get there?

20) What is the step after 'how do we keep the momentum going' in the continual improvement

model?

- What is the vision?

21) Which value chain activity ensures that service components are available when and where they

are needed and meet agreed specifications?

- Obtain/build.
22) Your company is currently spending $1.2 million per year on energy to run its data center. The

new CEO of the company wants the organization to become more environmentally friendly and

reduce its energy consumption from commercial power sources such as coal and nuclear

energy. To support this initiative, the IT Director has created a goal of reducing the power

consumption in the data center to less than $1 million next year. In which step of the continual

service model would the IT Director create this goal?

- Where do we want to be?

23) Your company is undergoing an improvement initiative to reduce the number of physical

servers in the data center by 50%. You are working as part of the deployment team trying to

achieve this goal. You are currently migrating physical servers into virtualized systems and

removing the physical servers from the data center. Which step of the continual improvement

model are you working on?

- Take Action.
24) Laila has been hired by your company to lead the process improvement efforts. You have

shared with her the overall vision for the process improvement and she begins to analyze your

current resources, processes, and metrics. What step of the continual improvement model is

Laila performing?

- Where are we now?

Chapter 5

1) How does categorization of incidents assist incident management?

- It helps direct the incident to the correct support area.

2) Identify the missing word in the following sentence.

The purpose of the information security management practice is to [?] the organization's

information.

- Protect
3) Which two needs should ‘change control’ balance?

1. The need to assess risks and expected benefits

2. The need to manage a change schedule

3. The need to make beneficial changes

4. The need to protect customers and users

- 3 and 4
4) Which is the purpose of the ‘service desk’ practice?

- To capture demand for incident resolution and service requests

5) Which practice is the responsibility of everyone in the organization?

- Continual improvement
6) What should be included in every service level agreement?

- Clearly defined service outcomes

7) Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

- 1 and 4
8) Which is a recommendation of the ‘service desk’ practice?

- Service desks should have a practical understanding of the wider business.

9) Which practice has the purpose of making new and changed services and features available

for use?

- Release management.
10) What is the definition of an event?

- Any change of state that has significance for the management of a configuration item or IT
service.
11) Which practice is responsible for moving components to live environments?

- Deployment management
12) Which practice provides support for managing feedback, compliments and complaints from

users?

- Service request management.

13) What type of change is MOST likely to be managed by the service request management

practice?

- A standard change

14) Which statement about change authorization is CORRECT?

- A change authority should be assigned to each type of change and change model.
15) Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

- Analyzed
16) What is defined as the practice of ensuring that accurate and reliable information about the

configuration of services, and the configuration items that support them, is available when and

where needed?

- Service configuration management.

17) Identify the missing word in the following sentence.

The [?] is the practice of capturing demand for incident resolution and service requests.

- Service desk.
18) Your company's external router has just malfunctioned and needs to be replaced. The entire

organization's connection to the Wide Area Network will remain offline until this router is

replaced. Which type of change should be initiated?

- Emergency
19) Which incidents should be logged?

- Every incident should be logged.

20) Identify the missing word(s) in the following sentence.

A(n) [?] is any component that needs to be managed in order to deliver an IT service.

- Configuration item
21) Identify the missing word in the following sentence:

Service [?] management is the practice of setting clear business-based targets for service

performance so that the delivery of a service can be properly assessed, monitored, and

managed against these targets.

- Level
22) Your laptop was connected to the corporate wireless network this morning but when you came

back from lunch, it refuses to connect to the network. What term best describes this scenario?

- Incident
23) During incident management, what is it called when the incident is passed on to the next higher

level of technician?

- Escalation
24) Your company has decided to use work-from-home employees to fulfill its service desk

requirements. Users call a central toll-free number and are routed to the next available service

desk analyst, regardless of where the analyst is physically located. Many of these employees

may be working from remote offices or their own home offices.

- Virtual
25) Which type of document should be written in easy-to-understand language to outline the

expectations and requirements for both the service provider and the customer?

- Service Level Agreement

26) What is the purpose of the 'IT asset management' practice?

- Planning and managing the full lifecycle of all IT assets.

27) What is the purpose of the 'continual improvement' practice?

- Aligning an organization's practices and services with changing business needs through the
ongoing identification and improvement of all elements involved in the effective management of
products and services.
28) Your company's web server is currently experiencing a denial-of-service attack which is

preventing external users from accessing the company's e-commerce store. In order to stop

the attack, the information security team needs to add an IP block to the firewall's access

control list. Normally, any changes to the firewall's access control list must be approved

through change management first. Which type of change should be initiated by the information

security team?

- Emergency
29) Each time users attempt to log on to the domain using their username and password, they

receive an error that 'the authentication server is not responding'. This is happening to multiple

users across the network. How would you categorize this issue?

- Problem
30) What is defined as the practice of establishing and nurturing links between an organization

and its stakeholders at strategic and tactical levels?

- Relationship management
31) What is defined as the practice of systematically observing services and service components,

and recording and reporting selected changes of state identified as events?

- Monitoring and event management

32) Who can report an incident?

- Anyone
‫اختبار نهائي – افضل الممارسات البنية التحتية‬

*Providing customers with high service quality and enabling value is a procedure
described as :
: ‫إن تزويد العمالء بجودة خدمة عالية وقيمة تمكينية هو إجراء يوصف بأنه‬

Service management ( ‫( إدارة الخدمات‬

*There are two inputs for ITIL SVS :
1- Demand ‫الطلب‬
2- Opportunity ‫الفرصة‬
Guiding Principle focus on value ?
‫المبدأ التوجيهي التركيز على القيمة ؟‬

True
Fales
*Choose 2 There are two concepts were used by any organization to apply governance :
: ‫ هناك مفهومان تم استخدامهما من قبل أي منظمة لتطبيق الحوكمة‬2 ‫اختر‬

Monitoring ) ‫( مراقبة‬
Directing ) ‫( توجيه‬

*In organization , what does ITIL SVS describe ? Choose 2 :

: 2 ‫ ؟ اختر‬ITIL SVS ‫ ماذا تصف‬، ‫في المنظمة‬

Components ) ‫( عناصر‬
Activities ) ‫( أنشطة‬

*What is the first step of the guiding principle 'focus on value' ?

‫ما هي الخطوة األولى من المبدأ التوجيهي " التركيز على القيمة " ؟‬

Determine who the service consumer is in each situation .

. ‫تحديد من هو مستهلك الخدمة في كل حالة‬

*Which guiding principle recommends organizing work into, manageable sections that can
be executed and completed in a timely manner :
‫ما هو المبدأ التوجيهي الذي يوصي بتنظيم العمل في أقسام أصغر يمكن التحكم فيها والتي يمكن تنفيذها واستكمالها في الوقت المناسب‬

Progress iteratively with feedback . ) ‫( تقدم بشكل متكرر مع التغذية الراجعة‬

Based on ITIL concepts , the terms " outcome " and " output " have the same meaning ?
‫ فإن مصطلحي " النتيجة " و " اإلخراج " لها نفس المعنى ؟‬، ITIL ‫استنادا إلى مفاهيم‬
True

Fales

*In ITIL SVS. the main aim of improve is ensure continual improvement in three important
component :
: ‫ الهدف الرئيسي للتحسين هو ضمان التحسين المستمر في ثالثة مكونات مهمة‬. ITIL SVS ‫في‬

Products ‫منتجات‬
Services ‫خدمات‬
Practices ‫الممارسات‬

$- Value is defined as ;
: ‫تعرف القيمة على انها‬

The perceived benefits , usefulness , and importance of something .

. ‫ وأهمية شيء ما‬، ‫ والفائدة‬، ‫الفوائد المتصورة‬

$- Service Relationship is defined as :

: ‫تعرف عالقة الخدمة على انها‬

a cooperation between a service provider and a service consumer .

. ‫التعاون بين مقدم الخدمة ومستهلك الخدمة‬

* There are three types of service offering ( Choose three ) :

: ( ‫هناك ثالثة أنواع من تقديم الخدمات ( اختر ثالثة‬

Goods ‫متاع‬

access to resources ‫الوصول إلى الموارد‬

service actions ‫إجراءات الخدمة‬

Stakeholder is considered as a person or an organization ?
‫يعتبر صاحب المصلحة شخصا أو منظمة ؟‬

True
Fales
* Organization culture is created from ( Choose two ) :
: ) ‫يتم إنشاء ثقافة المنظمة من ( اختر اثنين‬

Shared value ‫القيمة المشتركة‬

Organizations objectives ‫أهداف المنظمات‬

Environmental factors is considered as one of the four dimensions of service management ?

‫تعتبر العوامل البيئية أحد األبعاد األربعة إلدارة الخدمات ؟‬

True
Fales

* Service consumer can be :

: ‫يمكن أن يكون مستهلك الخدمة‬
Customer , user and sponsor ‫ عميل وراعي‬, ‫مستخدم‬

* The highly aim of ITIL is to :

: ‫ هو‬ITIL ‫الهدف الكبير من‬
IT service management ( ITSM ) ‫إدارة خدمات تكنولوجيا المعلومات‬

Or

Focuses on aligning IT services ‫يركز على مواءمة خدمات تكنولوجيا المعلومات‬

*The key components of ITIL 4 are :

: ‫ هي‬ITIL 4 ‫المكونات الرئيسية لـ‬

1- ITIL Service Value System ( SVS ) . ‫نظام قيمة خدمة‬

2- The four dimensions model . ‫نموذج األبعاد األربعة‬

From External Factors Pastel model are used :

: ‫من العوامل الخارجية يتم استخدام نموذج الباستيل‬

PASTEL is an acronym for political ,Economic , Social , Technological , Legal , and influence
how a service provider operates .
. ‫ وتؤثر على كيفية عمل مزود الخدمة‬، ‫ وقانونية‬، ‫ وتكنولوجية‬، ‫ واجتماعية‬، ‫ واقتصادية‬، ‫الباستيل هي اختصار لكلمات سياسية‬
Definitions and
Keywords
Service A set of specialized organizational capabilities for enabling ‫مجموعة من القدرات التنظيمية المتخصصة للتمكين‬
Management: value for customers in the form of services. .‫القيمة للعمالء في شكل خدمات‬

Value: The perceived benefits, usefulness, and importance of ‫الفوائد المتصورة وفائدتها‬
something ‫وأهميتها‬

Organization: A person or a group of people that has its own functions with ‫شئ ما‬
"‫شخص أو مجموعة من األشخاص لها وظائفها الخاصة مع المسؤوليات والسلطات والعالقات لتحقيقها‬
responsibilities, authorities, and relationships to achieve its ‫"أهداف‬
objectives

Customer: A person who defines the requirements for a service and takes ‫الشخص الذي يحدد متطلبات الخدمة‬
responsibility for the outcomes of service consumption ‫ويأخذها‬

User: A person who uses services ‫استهالك الخدمة‬ ‫يستخدم نتائج‬

‫الخدمات‬ ‫المسؤولية عن‬
‫شخص‬

Sponsor: A person who authorizes budget for service consumption ‫الشخص الذي يرخص الميزانية الستهالك الخدمة‬

Service: A means of enabling value co-creation by facilitating outcomes ‫وسيلة لتمكين خلق القيمة المشتركة من خالل تسهيل‬
that customers want to achieve, without the customer having to ‫النتائج‬
manage specific costs and risks.
. ‫ دون أن يضطر العميل إلى إدارة تكاليف ومخاطر محددة‬، ‫التي يرغب العمالء في تحقيقها‬

Product: A configuration of an organization’s resources designed to offer ‫تكوين موارد المؤسسة المصممة‬
value for a consumer. ‫لتقديمها‬

Service A formal description of one or more services, designed to . ‫للمستهلك‬

‫لواحدة أو أكثر من الخدمات المصممة‬ ‫وصف رسمي‬‫قيمة‬
Offering: address the needs of a target consumer group. ‫ل‬

Service Joint activities performed by a service provider and a service ‫ومستهلك الخدمة لضمان استمرار خلق القيمة المشتركة‬. ‫الخدمة‬
‫مستهدفة‬ ‫مستهلكين‬
‫مقدم‬ ‫مجموعةيقوم بها‬ ‫احتياجات‬
‫المشتركة التي‬ ‫تلبية‬
‫األنشطة‬
relationship consumer to ensure continual value co-creation based on ‫على‬
‫أساس‬
management agreed and available service offerings
‫عروض الخدمة المتفق عليها والمتاحة‬

Output: A tangible or intangible deliverable of an activity. .‫ناتج ملموس أو غير ملموس لنشاط ما‬

Outcome: A result for a stakeholder enabled by one or more outputs ‫نتيجة ألصحاب المصلحة يتم تمكينها من خالل واحد أو أكثر من المخرجات‬

Cost: The amount of money spent on a specific activity or resource. .‫مقدار األموال التي يتم إنفاقها على نشاط أو مورد معين‬

Risk: A possible event that could cause harm or loss, or make it more ‫ ويمكن‬.‫ أو يجعل تحقيق األهداف أكثر صعوبة‬، ‫حدث محتمل يمكن أن يتسبب في ضرر أو خسارة‬
difficult to achieve objectives. Can also be defined as ‫تعريفه أيضًا على‬
‫أنه‬
uncertainty of outcome.
. ‫عدم اليقين من النتيجة‬

Utility ‘what the The functionality offered by a product or service to meet a particular .‫الوظيفة التي يوفرها منتج أو خدمة لتلبية حاجة معينة‬
service does’ need. " ."‫تحديد ما إذا كانت الخدمة مناسبة للغرض‬
Determine whether a service is ‘fit for purpose’.

Warranty Assurance that a product or service will meet agreed requirements. ‫ضمان تلبية المنتج أو الخدمة للمتطلبات المتفق‬
‘how the Determine whether a service is ‘fit for use’. .‫عليها‬
service perform
" ."‫تحديد ما إذا كانت الخدمة مناسبة لالستخدام‬
s’
ITIL Guiding Focus on value Start where you are ‫التركيز على القيمة ابدأ من حيث‬
Principles Progress iteratively with feedback Collaborate and promote visibility ‫أنت‬
Think and work holistically
‫تقدم بشكل متكرر مع المالحظات التعاون وتعزيز الرؤية فكر واعمل بشكل‬
Keep it simple and practical ‫شامل‬
Optimize and automate
‫اجعلها بسيطة‬
‫وعملية‬

The Four 1- Organizations and People 1- ‫المنظمات واألفراد‬

Dimensions of 2- Information and technology 3- Partners and suppliers 2- ‫ الشركاء والموردون‬-3 ‫المعلومات والتكنولوجيا‬
4- ‫" تيارات القيمة والعمليات‬
Service 4- Value streams and processes
Management

Opportunities represent options or possibilities to add value for stakeholders ‫تمثل خيارات أو احتماالت إلضافة قيمة ألصحاب‬
or otherwise improve the organization ‫المصلحة‬

Demand is the need or desire for products and services among internal ‫بطريقة أخرى‬
‫المنتجات والخدمات‬ ‫المنظمة‬
‫الرغبة في‬ ‫هيتحسين‬
‫الحاجة أو‬ ‫أو‬
and external consumers. ‫الداخلية‬

Governance: Is a system by which an organization is directed and controlled. . ‫الخارجيون‬

.‫توجيه المنظمة والتحكم فيها‬ ‫والمستهلكونمن خالله‬
‫هو نظام يتم‬
Service Value A set of interconnected activities that an organization perform to ‫مجموعة من األنشطة المترابطة التي تؤديها المؤسسة لتقديم‬
Chain deliver a service. .‫خدمة‬
The steps an organization takes in the creation of value.
. ‫الخطوات التي تتخذها المنظمة في خلق القيمة‬

Plan ensure a shared understanding of the vision, current status, ‫ضمان فهم مشترك للرؤية والوضع الحالي‬
and improvement direction for all four dimensions ،

Improve to ensure continual improvement of products, services, and ‫األربعةوالخدمات‬ ‫األبعاد‬

‫للمنتجات‬ ‫التحسين لجميع‬
‫المستمر‬ ‫لضمان التحسين‬
‫واتجاه‬
practices ‫و‬

Engage provide a good understanding of stakeholder needs, ‫الممارساتجيد الحتياجات أصحاب المصلحة‬
‫توفير فهم‬
transparency, and continual engagement and good relationships with ،
all stakeholders
‫الشفافية والمشاركة المستمرة والعالقات الجيدة مع جميع أصحاب المصلحة‬

Design and ensure that products and services continually meet stakeholder ‫التأكد من أن المنتجات والخدمات تلبي باستمرار أصحاب‬
transition expectations for quality, costs, and time to market ‫المصلحة‬

Obtain/build ensure that service components are available when and where ‫متىالتسويق‬
‫ووقت‬ ‫والتكاليف‬
‫الخدمة‬ ‫الجودةمكونات‬ ‫توقعات‬
‫من توفر‬ ‫تأكد‬
they are needed and meet agreed specifications ‫وأين‬

Deliver and ensure that services are delivered and supported according to ‫بالمواصفات المتفق عليها‬
‫وتفيودعمها وفقًا‬ ‫تقديمإليها‬
‫الخدمات‬ ‫ضمانحاجة‬
‫هناك‬
support agreed specifications and stakeholders’ expectations ‫لـ‬

Practices ‫المواصفات المتفق عليها وتوقعات أصحاب المصلحة‬

Information Protect the information needed by the organization to conduct ‫حماية المعلومات التي تحتاجها المنظمة‬
security its business ‫إلجراء‬
management
Relationship Establish and nurture the links between the organization and ‫عملها ورعاية الروابط بين المنظمة‬
‫إنشاء‬
management its stakeholders at strategic and tactical levels ‫و‬

Supplier Ensure that the organization’s suppliers and their ‫المستويات االستراتيجية والتكتيكية‬ ‫مورديعلى‬
‫المنظمة‬ ‫المصلحة‬ ‫أصحاب‬
‫من أن‬ ‫تأكد‬
management performances are managed appropriately to support the seamless ‫و‬
provision of quality products and services.
. ‫تتم إدارة األداء بشكل مناسب لدعم التوفير السلس للمنتجات والخدمات عالية الجودة‬

IT asset Plan and manage the full lifecycle of all IT assets "‫تخطيط وإدارة دورة الحياة الكاملة لجميع أصول تكنولوجيا المعلومات‬
management • maximize value • ‫تعظيم القيمة‬
• ‫مراقبة التكاليف‬
• control costs
• ‫إدارة المخاطر‬
• manage risks • ‫دعم اتخاذ القرار بشأن شراء األصول وإعادة استخدامها وسحبها والتخلص منها‬
• support decision-making about purchase, re-use, retirement, and • ‫" استيفاء المتطلبات التنظيمية والتعاقدية‬
disposal of assets
• meet regulatory and contractual requirements

IT asset Any financially valuable component that can contribute to the ‫أي مكون ذي قيمة مالية يمكن أن يساهم‬
delivery of an IT product or service. ‫في‬

Monitoring and Systematically observe services and service components, and . ‫المعلومات‬
، ‫منهجي‬ ‫تكنولوجيا‬
‫الخدمة بشكل‬ ‫الخدماتخدمة‬
‫ومكونات‬ ‫مراقبةمنتج أو‬
‫تسليم‬
event record and report selected changes of state identified as events ‫و‬
management
Service Ensure that accurate and reliable information about the ‫والموثوقةللدولة التي تم تحديدها على أنها أحداث‬
‫التغييرات المحددة‬ ‫واإلبالغ عن‬
‫المعلومات الدقيقة‬ ‫تسجيل‬
‫من أن‬ ‫تأكد‬
configuration configuration of services, and the CIs that support them, is available ‫حول‬
management when and where it is needed
‫ متاحة عندما وحيثما تكون هناك حاجة إليها‬، ‫ التي تدعمها‬CIs ‫ و‬، ‫تكوين الخدمات‬

Configuration Any component that needs to be managed in order to deliver an ‫أي مكون يحتاج إلى إدارته لتقديم‬
item IT service. ‫ملف‬
(CI)
Deployment Move new or changed hardware, software, documentation, .‫المعلومات‬
‫والوثائق الجديدة أو‬ ‫تكنولوجيا‬
‫والبرامج‬ ‫خدمةاألجهزة‬
‫نقل‬
management processes, or any other component to live environments ‫المتغيرة‬

Release Make new and changed services and features available for use. ‫للبيئات الحية‬
.‫والمتغيرة متاحة لالستخدام‬ ‫والميزات آخر‬
‫الجديدة‬ ‫الخدمات أي مكون‬
‫ أو‬، ‫العمليات‬
‫جعل‬
management
Continual Align the organization’s practices and services with changing ‫قم بمواءمة ممارسات وخدمات المنظمة مع‬
improvement business needs ‫التغيير‬

Change Maximize the number of successful service and product changes by ‫عددالعمل‬
، ‫التغييرات الناجحة في الخدمة والمنتج من خالل ضمان تقييم المخاطر بشكل صحيح‬ ‫احتياجات‬
‫تعظيم‬
enablement ensuring that risks have been properly assessed, authorizing changes ‫ وإدارة‬، ‫والسماح بالتغييرات للمضي قد ًما‬
‫التغيير‬
to proceed, and managing the change
schedule. .‫جدول‬

Change The addition, modification, or removal of anything that could ‫إضافة أو تعديل أو إزالة أي شيء يمكن أن‬
have a direct or indirect effect on services. ‫يكون‬

Incident Minimize the negative impact of incidents by restoring normal . ‫الخدمات‬

‫استعادة الوضع‬ ‫علىمن خالل‬ ‫السلبيمباشر‬
‫للحوادث‬ ‫التأثيرأو غير‬
‫تأثيرمنمباشر‬ ‫لها‬
‫التقليل‬
management service operation as quickly as possible. ‫الطبيعي‬

. ‫تشغيل الخدمة في أسرع وقت ممكن‬

Incident An unplanned interruption to a service or reduction in the ‫االنقطاع غير المخطط له لخدمة أو تخفيض‬
quality of a service. ‫في‬

Problem Reduce the likelihood and impact of incidents by identifying "‫ وتأثير الحوادث من خالل تحديدها‬.‫احتمالية‬
‫جودة الخدمة‬
‫تقليل‬
management actual and potential causes of incidents and managing workarounds ‫" األسباب الفعلية والمحتملة للحوادث وإدارة الحلول واألخطاء المعروفة‬.
and known errors.

Problem A cause, or potential cause, of one or more incidents. .‫سبب أو سبب محتمل لحادث واحد أو أكثر‬

Known error A problem that has been analyzed but has not been resolved. .‫مشكلة تم تحليلها ولكن لم يتم حلها‬

Service desk Capture demand for incident resolution and service requests. .‫تسجيل الطلب لحل الحوادث وطلبات الخدمة‬

Service level Set clear business-based targets for service levels, and to ، ‫ضع أهدافًا واضحة تستند إلى األعمال التجارية لمستويات الخدمة‬
management ensure that delivery of services is properly assessed, monitored, and ‫وإلى‬
managed against these targets.
. ‫التأكد من أن تقديم الخدمات يتم تقييمه ومراقبته وإدارته بشكل صحيح مقابل هذه األهداف‬

Service level one or more metrics that define expected or achieved service ‫مقياس واحد أو أكثر يحدد الخدمة المتوقعة أو‬
quality. ‫المحققة‬

Service level A documented agreement between a service provider and a .‫جودة‬

‫اتفاقية موثقة بين مقدم الخدمة‬
agreement customer that identifies both services required and the expected ‫وأ‬
level of service.
. ‫العميل الذي يحدد كالً من الخدمات المطلوبة والمستوى المتوقع للخدمة‬

Service Support the agreed quality of a service by handling all pre- ‫دعم الجودة المتفق عليها للخدمة من خالل التعامل مع‬
request defined, user-initiated service requests in an effective and user- ‫جميع‬
Management friendly manner
‫طلبات خدمة محددة يبدأها المستخدم بطريقة فعالة وسهلة االستخدام‬

Service request A request from a user or a user’s authorized representative ‫طلب من مستخدم أو ممثل مفوض‬
that initiates a service action which has been agreed as a normal ‫للمستخدم‬
part of service delivery
‫التي تبدأ بإجراء خدمة تم االتفاق عليه كجزء عادي من تقديم الخدمة‬