1: Service Management As A Practice

Question 1

ITIL focuses on the ___, ___, and ____ needed to support IT in business

Answer 1

Processes
Functions
Capabilities

Question 2

The goal of ITIL is to deliver ___ that support the ___ of the business by delivering ___ to organization

Answer 2

IT services
Requirements
Value

Question 3

Organizations use ____ to ensure they are using the best techniques and to benchmark themselves

Answer 3

Best practice approaches

Question 4

Best practice approaches must enable IT service providers to meet the needs of the ___ while remaining ___ and within the ___

Answer 4

Customer
Cost effective
Customer’s budget

Question 5

Define: ITIL

Answer 5

A best practices approach for delivering IT services and IT service management

Question 6

Organizations need to ___ themselves to peers to remain competitive and gain a ___

Answer 6

Compare

Competitive advantage

Question 7

Services facilitate desired outcomes by enhancing the ___ of ___ and reducing the effects of ___

Answer 7

Performance
Tasks
Constraints

Question 8

Services are a means of delivering ___ to customers.

Answer 8

Value

Question 9

The acronym ITIL stands for ___?

Answer 9

Information Technology Infrastructure Library

Question 10

What are the 3 sources of service management best practices?

Answer 10

1. Proprietary knowledge/internal experience
2. Standards/industry practice
3. Training/academic research

Question 11

A source of service management best practices, that is the knowledge held by an individual, specific to an organization, and often undocumented

Answer 11

Proprietary knowledge/internal experience

Question 12

A source of service management best practices, that is the knowledge that is common in the industry, vetted, and documented

Answer 12

Standards/industry practices

Question 13

Define: Outcome

Answer 13

The result of carrying out an activity, following a process, or delivering a service

Question 14

Define: IT Service

Answer 14

A service provided by an IT service provider

Question 15

What are the 3 types of service?

Answer 15

1. Core services
2. Enabling services
3. Enhancing Services

Question 16

Type of service that delivers the basic outcome required by the customer

Answer 16

Core service

Question 17

Type of services that are needed to ensure the core services can be delivered successfully

Answer 17

Enabling services

Question 18

Type of services that make the core service more attractive but are non essential to the delivery of the core service

Answer 18

Enhancing services

Question 19

Type of customer where the service provider is funded through an internal accounting system

Answer 19

Internal customer

Question 20

Type of customer where funding is direct and agreed to be paid via contract

Answer 20

External customer

Question 21

What is the difference between internal services and external services

Answer 21

Internal services are delivered between business units within the same organization.

External services are delivered to an external customer.

Question 22

Define: stakeholder

Answer 22

Individuals or groups that have an interest in an organization, service, or project

Question 23

What are the 3 types of stakeholders?

Answer 23

1. Customers
2. Users
3. Suppliers

Question 24

Type of stakeholder that buy goods and services

Answer 24

Customer

Question 25

ITIL publication that provides guidance on the maintenance of value creation and alignment to changing business needs

Answer 25

Continual Service Improvement

Question 26

Type of stakeholder that is responsible for agreeing on and defining the targets in the service level agreements with the IT service provider

Answer 26

Customer

Question 26

Type of stakeholder who is third party and responsible for the supply of goods or services required to deliver IT services

Answer 26

Suppliers

Question 27

Service Management is a set of specialized ___ for providing ___ to customers in the form of ___

Answer 27

organizational capabilities
value
services

Question 28

A service provider is an organization that supplies ___ to ___

Answer 28

services

customers

Question 29

ITSM stands for ___

Answer 29

Information Technology Service Management

Question 31

What are the 3 types of service providers?

Answer 31

Type I: Internal Service Provider
Type II: Shared Services Unit
Type III: External Services Provider

Question 32

ITIL publication provides guidance on the transition of new or changed services into the live environment, including the development and improvement of capabilities

Answer 32

Service Transition

Question 33

IT Service Management is the ___ and ___ of IT services that meet the needs of the business

Answer 33

implementation

management

Question 34

What is an IT service is made up of a combination of ___, ___, and ___

Answer 34

information technology
people
process

Question 36

IT service providers provide ___ to customers

Answer 36

IT services

Question 36

A ___ takes one or more defined inputs and turns them into outputs

Answer 36

Process

Question 37

What are four characteristics that apply to all processes?

Answer 37

1. Measure ability
2. Have a specific result
3. Meet the expectations of a customer
4. Set off by a trigger

Question 39

The 5 ITIL Publications are

Answer 39

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

Question 39

ITIL publication the provides the management of the day to day delivery of services, including optimizing effectiveness and efficiency

Answer 39

Service Operation

Question 40

ITIL publication that is the core of the lifecycle and sets the strategic approach for service management activities

Answer 40

Service Strategy

Question 40

ITIL publication that provides guidance on the design and development of services according to the requirements of the customer and the strategic approach

Answer 40

Service Design

Question 42

A team or group of people and resources that are use to carry out a process is a ___

Answer 42

function

Question 43

Type of stakeholder that use a service on a day to day basis

Answer 43

Users