Technical Management Practices

Question 1

What is the purpose of the deployment management practice in ITIL 4?

Answer 1

To move new or changed hardware, software, documentation, processes, or any other component to live environments.

Question 2

Which ITIL 4 practices work closely with deployment management but is considered separate?

Answer 2

Release management and change control.

Question 3

List the four distinct approaches to deployment mentioned in ITIL 4.

Answer 3

• Phased deployment
• Continuous delivery
• Big bang deployment
• Pull deployment

Question 4

What is a definitive media library in ITIL 4?

(DML)

Answer 4

A secure location where components available for deployment are maintained to ensure they are not modified before deployment.

Question 5

True or False:

Communication around deployments is part of deployment management in ITIL 4.

Answer 5

False

Communication around deployments belongs to release management, not deployment management.

Question 6

What is the purpose of the infrastructure and platform management practice in ITIL 4?

Answer 6

To oversee the infrastructure and platforms used by an organization.

Question 7

Fill in the blank:

IT infrastructure includes physical and/or virtual technology resources such as ______, storage, networks, client hardware, middleware, and operating-system software.

Answer 7

servers

In ITIL 4, servers are part of IT infrastructure that support the delivery and management of IT services.

Question 8

List the three cloud service models mentioned in ITIL 4.

Answer 8

• Software as a Service (SaaS)
• Platform as a Service (PaaS)
• Infrastructure as a Service (IaaS)

Question 9

What are the four cloud service deployment models in ITIL 4?

Answer 9

• Private cloud
• Public cloud
• Community cloud
• Hybrid cloud

Question 10

Which ITIL 4 practice provides information about technology opportunities and constraints for strategic and tactical planning?

Answer 10

Infrastructure and platform management

Question 11

What is the key skill of IT departments in managing cloud services according to ITIL?

Answer 11

The management and control of IT services, regardless of their physical location.

ITIL processes and controls are adaptable to support cloud service management.

Question 12

Why is a coordinated response essential in the management of cloud services?

Answer 12

A coordinated response is essential to address cloud service management at strategic, tactical, and operational levels.

Organizations focusing only on operational or tactical issues will suffer at other levels.

Question 13

List the practices involved in the operation and management of cloud-based services.

Answer 13

• Service financial management
• Supplier management
• Capacity and performance management
• Change control
• Incident management
• Deployment management

This is not a comprehensive list, but it highlights key practices in cloud service management.

Question 14

How does service financial management adjust for cloud computing?

Answer 14

Service financial management adjusts fiscal planning to prefer operational expenditure (OPEX) over capital expenditure (CAPEX).

Cloud services are often consumed as utilities and paid from the operational budget.

Question 15

What is the focus of supplier management in cloud services?

Answer 15

The focus shifts to acting as the front end for a full-on release management process, ensuring IT security, data protection, and regulatory compliance.

This involves routine assessments before onboarding new cloud offerings.

Question 16

What is the role of capacity and performance management in cloud services?

Answer 16

It establishes and monitors budgets, tracking thresholds and publishing warnings if demand increases cloud service costs.

This practice works closely with service financial management.

Question 17

How does change control adapt to cloud service environments?

Answer 17

Change control boundaries are redefined to accommodate minimal customer involvement and approval in cloud service changes.

Greater use of standard changes is necessary to leverage cloud platform benefits.

Question 18

What is the focus of incident management in cloud services?

Answer 18

The focus shifts to knowing which service is supported by which cloud provider and the information required to resolve issues.

Greater care is needed to support impacted customers and teams.

Question 19

What is the purpose of the software development and management practice?

Answer 19

To ensure applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.

This practice is critical for delivering customer value in technology-enabled business services.

Question 20

List the activities encompassed by the software development and management practice.

Answer 20

• Solution architecture
• Solution design
• Software development
• Software testing
• Management of code repositories
• Package creation
• Version control

These activities ensure applications are fit for purpose and use.

Question 21

What are the two generally accepted approaches to software development?

Answer 21

• Waterfall
• Agile

Question 22

How does software management contribute to the service value chain?

Answer 22

Software management contributes to all value chain activities except the Engage activity.

It provides information, supports improvements, designs and manages changes, and aids delivery and support.