Block 1, Part 1: Why IT Service Management? Flashcards
What are the five stages of the service lifecycle?
Service strategy, service design, service transition, service operation, and continual service improvement.
What is a service?
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
What is an IT service?
A service provided by an IT service provider, made up of a combination of information technology, people and processes.
What happens in the service strategy stage?
The stage defines what is necessary for the service provider to be able to support the needs of the business.
What happens in the service design stage?
Services are designed and planned.
What happens in the service transition stage?
Services are built, tested and put into operation.
What happens in the service operation stage?
A service is run by a service provider.
What happens in the continual service improvement stage?
Monitoring and reviewing in order to identify opportunities for improvements, and to ensure that the service continues to meet the needs of the business.
What is the ITIL definition of value?
Determined from the perspective of the customer and derived from utility and warranty.
What is the ITIL definition of warranty?
How what the customer receives from a service is provided.
What is the ITIL definition of utility?
What the customer receives from a service.
What is the ITIL definition of an outcome?
What the customer wants to achieve through using a service.
What is the ITIL definition of effectiveness?
Whether IT is able to achieve its objectives.
What is the ITIL definition of efficiency?
Whether IT uses an appropriate amount of resources.
What is the ITIL definition of core services?
Services which deliver basic outcomes desired by customers, representing the value the customer wants and will pay for.
What is the ITIL definition of enabling services?
Services which need to be in place for a core service to be delivered. Customers might not know these exist, but they are essential.
What is the ITIL definition of enhancing services?
Services which are non-essential but added to a core service to empty the customer.
What does a service package consist of?
Core, enabling and enhancing services.
What is the ITIL definition of service management?
A set of specialised organisational capabilities for providing values to customers in the form of services.
What three things must be true for an ITIL process?
There are one or more defined inputs, there is at least one specified output and it accomplishes a specified objective.
What is the ITIL definition of a process?
A structured set of activities designed to accomplish a defined objective.
What is the ITIL definition of a function?
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.
What is the ITIL definition of a role?
A set of responsibilities, activities and authorities granted to a person or a team.
