ITIL - SIMULADO N\u00b001 assesses knowledge of ITIL practices within IT Service Management. It covers Service Desk activities, roles of ITIL, Incident Management, Problem Management, and Change Management. Essential for understanding effective IT service management and operations.
Modifications to Service Level Agreements (SLAs)
Notices regarding modified Configuration Items (CIs)
Requests to the IT organisation for user support
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Availability
Integrity
Stability
Confidentiality
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Application Management
Capacity Management
Computer Operations Management
Release Management
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To provide an approach based on the best examples from practice
To serve as the international norm for IT Service Management
To serve as the standard model for IT service provision
To serve as a theoretical framework for process design
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Change Management
Configuration Management
Incident Management
Problem Management
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Post implementation review (evaluation after implementation)
Emergency release
Service request
Work-around
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Change Management
Configuration Management
Problem Management
Release Management
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Availability Management
IT Service Continuity Management
Service Level Management
Service Management
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Coordinating all modifications to the IT infrastructure
Recording incidents for later study
Approving all modifications made to the Known Error database
Signaling any user needs and modifying the IT infrastructure based on these needs
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To draw up service level agreements (SLAs)
To draw up reports regarding the number and nature of incidents that occurred during a specific period
To determine the availability of an IT service using the number of resolved incidents
To use together with other data to check whether the agreed upon service level is being provided
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Change Management
Configuration Management
Incident Management
Service Level Management
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Availability Management
Capacity Management
Change Management
Incident Management
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Checking whether there is any illegal software on the computers within the organisation
Saving the original copies of all authorised software within the organisation
Registering where what versions of software are available
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