Basics

Question 0

What is a service provider?

Answer 0

A service provider supplies services to ones or more internal or external customers.

Question 1

What is a service?

Answer 1

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Question 2

What are the types of service providers?

Answer 2

Internal, shared services unit, external

Question 3

What are the service categories?

Answer 3

Core, enabling, enhancing.

Question 4

Who’s who in service management?

Answer 4

Customers, users and suppliers who have an interest in an organization, project or IT service are stakeholders in SM.

Question 5

What is SM?

Answer 5

SM is a set of specialized organizational capabilities for providing value to customers in the form of services.

Question 6

What is an asset

Answer 6

An asset is any capability or resource. Assets are used by both service providers and customers.

Question 7

What is a capability?

Answer 7

Capabilities represent a service providers ability to coordinate control and deploy resources to produce value. transforming capabilities and resources into valuable services is at the core of service management

Question 8

What is governance?

Answer 8

Governance ensures that policies and strategies are implemented and required processes are correctly followed

Question 9

What is ITIL core?

Answer 9

ITIL Core consists of five books that provide the best practice guidelines for an integrated service management process approach as required by ISO 20,000

Question 10

What does ITIL Core do?

Answer 10

Provide structure stability and strength to service management capabilities with durable principles methods and tools it is applicable to all types of service providers

Question 11

Service lifecycle

Answer 11

Service strategy, service design, service transition, service operation and continual service improvement

Question 12

What is a function?

Answer 12

A function is a team or group of people and the tools resources they use to carry out one or more processes or activities.

Question 13

Name the service operation functions

Answer 13

Service desk, technical management, IT operations management (IT operations control and facilities management), application management

Question 14

What is a process

Answer 14

A process is a structured set of activities designed to accomplish a specific objective. a process takes inputs and turns them into defined outputs

Question 15

What are the characteristics of a process?

Answer 15

Is measurable, delivers a specific result, delivers result to a customer, and traceable to a specific trigger.

Question 16

What is a role?

Answer 16

A role is a set of responsibilities activities and authorities granted to a person or team

Question 17

What are the key roles

Answer 17

Process owner, service owner, process manager, process practitioner

Question 18

What is the function of a process owner

Answer 18

The process owner is accountable for the overall process quality a.k.a. process sponsor

Question 19

What is a service owner?

Answer 19

Service owner is accountable for a service regardless of where the underpinning technologies processes or capabilities reside

Question 20

What is a process manager

Answer 20

Works with the process owner to plan and coordinate activities prioritize and make improvements.

Question 21

What is a process practitioner

Answer 21

Carries out one or more process activities

Question 22

What are the four components of the raci model

Answer 22

Responsible, accountable, consulted, and informed

Question 23

What are the steps to the continual’s service improvement approach?

Answer 23

What is the vision, where are we now, where do we want to be, how do we get there, did we get there.

Question 24

What the service automation do

Answer 24

Service automation helps reduce variations in the performance of individuals processes and services

Question 25

What are the steps to identifying risks?

Answer 25

Identify risks, analyze risks, manage risks.

Question 26

What is a risk?

Answer 26

A risk is a possible event that could cause harm or loss or effect and organizations ability to achieve it’s objectives.