Block 1, Part 1: Why IT Service Management?

Question 1

What are the five stages of the service lifecycle?

Answer 1

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

Question 2

What is a service?

Answer 2

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

Question 3

What is an IT service?

Answer 3

A service provided by an IT service provider, made up of a combination of information technology, people and processes.

Question 4

What happens in the service strategy stage?

Answer 4

The stage defines what is necessary for the service provider to be able to support the needs of the business.

Question 5

What happens in the service design stage?

Answer 5

Services are designed and planned.

Question 6

What happens in the service transition stage?

Answer 6

Services are built, tested and put into operation.

Question 7

What happens in the service operation stage?

Answer 7

A service is run by a service provider.

Question 8

What happens in the continual service improvement stage?

Answer 8

Monitoring and reviewing in order to identify opportunities for improvements, and to ensure that the service continues to meet the needs of the business.

Question 9

What is the ITIL definition of value?

Answer 9

Determined from the perspective of the customer and derived from utility and warranty.

Question 10

What is the ITIL definition of warranty?

Answer 10

How what the customer receives from a service is provided.

Question 11

What is the ITIL definition of utility?

Answer 11

What the customer receives from a service.

Question 12

What is the ITIL definition of an outcome?

Answer 12

What the customer wants to achieve through using a service.

Question 13

What is the ITIL definition of effectiveness?

Answer 13

Whether IT is able to achieve its objectives.

Question 14

What is the ITIL definition of efficiency?

Answer 14

Whether IT uses an appropriate amount of resources.

Question 15

What is the ITIL definition of core services?

Answer 15

Services which deliver basic outcomes desired by customers, representing the value the customer wants and will pay for.

Question 16

What is the ITIL definition of enabling services?

Answer 16

Services which need to be in place for a core service to be delivered. Customers might not know these exist, but they are essential.

Question 17

What is the ITIL definition of enhancing services?

Answer 17

Services which are non-essential but added to a core service to empty the customer.

Question 18

What does a service package consist of?

Answer 18

Core, enabling and enhancing services.

Question 19

What is the ITIL definition of service management?

Answer 19

A set of specialised organisational capabilities for providing values to customers in the form of services.

Question 20

What three things must be true for an ITIL process?

Answer 20

There are one or more defined inputs, there is at least one specified output and it accomplishes a specified objective.

Question 21

What is the ITIL definition of a process?

Answer 21

A structured set of activities designed to accomplish a defined objective.

Question 22

What is the ITIL definition of a function?

Answer 22

A team or group of people and the tools they use to carry out one or more processes or activities. Responsible for carrying out a specific type of work and delivering specific end results.

Question 23

What is the ITIL definition of a role?

Answer 23

A set of responsibilities, activities and authorities granted to a person or a team.