Business of IT Applications Flashcards
Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ____________IT.
dependent on
Who developed ITIL?
The U.K. Government
Which service lifecycle stage is considered to be the core of the lifecycle?
Strategy
Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets.
Customer
A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services).
Core Service
A service that is needed in order to deliver a core service.
Enabling service
A service that is added to a core service to make it more attractive to the customer.
Function
What is it called when A service is provided by an IT service provider?
An IT service consists of a combination of information technology, people, and processes.
IT Service
The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results.
Outcome
A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs.
Process
A means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks.
Service
A set of specialized organizational capabilities for providing value to customers in the form of services.
Service Management
True or false: Measurement and metrics are part of the five major aspects of service design.
True
True or false: People, process, products, and partners are four principles used to manage strategic outcomes.
False
True or false: Service management systems and tools are part of the five key aspects of service design.
False
True or false: Service design is free to design according to the technical needs of the IT department.
False
Service pipeline, service catalog, and retired services are elements of which service management tool?
Service portfolio
The structure of a system or IT service, including the relationships of components to each other.
Architecture
A set of criteria used to ensure that an IT service meets its functionality and quality requirements.
Service acceptance criteria (SAC)
A phase in the service lifecycle. Service design includes the design of the services, including governing practices, processes, and policies required to realize the service provider’s strategy. Its objective is to facilitate the introduction of services into supported environments.
Service design
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
Service design package (SDP)
Service management provides a standardized approach that ensures ___________ for IT delivery.
best practices
ITIL is a framework of common best practices that provide ___________ for customers.
value
“How do we truly create value for our customers?” is a question answered by which lifecycle stage?
Service strategy
“How can we make a case for strategic investment?” is a question answered by which lifecycle stage?
Service strategy
“How do we resolve conflicting demands for resource?” is a question answered by which lifecycle stage?
Service strategy
“What services should we be offering and to whom?” is a question answered by which lifecycle stage?
Service strategy
Utility is defined as what?
Fit for purpose
Warranty is defined as what?
Fit for use
Warranty requires assurance of which areas?
Availability, capacity, security, and continuity
True or false: A service asset is defined as any resource or capability of a service provider.
True
Any resource or capability.
Assets
Information held about a configuration item, such as serial number, make, model, and so on.
The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of an organization.
Capabilities
Ensures that policies and strategy are actually implemented and that required processes are correctly followed.
Governance
The implementation and management of quality IT services that meet the needs of the business.
ITSM
A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity.
Patterns of business activity (PBA)
A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. They are often considered to be assets of an organization.
Resources
The approach adopted to identify, document, analyze, and mitigate against the likelihood of potential impact to a project or service.
Risk register
A phase in the service lifecycle. Service strategy defines the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization’s business outcomes.
Service strategy
The functionality offered by a product or service to meet a particular need or whether it is fit for purpose.
Utility
The assurance that a product or service will meet the agreed requirements, fit for use.
Warranty
A person who uses an IT service on a daily basis is known as what?
User
A set of responsibilities, activities, or authorities assigned to a person or team is known as what?
Role
What is the technique called differential charging used for as part of financial management?
Influencing user behavior
Justification for a significant item of expenditure, identifying costs and benefits, including options considered.
Business Case
The process responsible for maintaining a positive relationship with customers. The business relationship manager’s focus is strategic, ensuring that IT will deliver what is required by the business strategy.
Business relationship management
The process responsible for coordinating all service design activities, processes, and resources.
Design coordination
The complete set of services that is managed by a service provider. It includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services.
Service portfolio
The process that manages and maintains the service portfolio. It ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Service portfolio management
An organization supplying services to one or more internal or external customers.
Service provider
A written agreement between customers and IT service providers is known as what?
SLA
A legally binding agreement between IT service provider and a third party is called a supplier ___________.
Contract
An underpinning agreement between IT service providers and another part of the same organization that assists with the provision of services is called what?
OLA
Service description, service availability, and service review schedules are all terms you would expect to find documented in which type of agreement?
SLA
True or false: An SLA is a documented agreement between the customer and the IT service provider. It must be signed by both parties.
True
An agreement covering a single service used by multiple customers is known as which type of service-level agreement?
Service- based SLA
An agreement covering multiple services used by a single customer is known as which type of service-level agreement?
Customer-based SLA
An agreement covering services used across an organization is known as which type of service-level agreement?
Corporate-based SLA
A service provider that provides IT services to internal or external customers.
IT Service Provider
An agreement between an IT service provider and another part of the same organization that assists in the provision of services.
Operational-level agreements (OLAs)
A formal plan to implement improvements to a processor IT service.
Service improvement plan
A written agreement between the IT service provider and customer. A service-level agreement describes the IT service, documents service-level targets, and specifies the responsibilities of the IT service provider and the customer.
SLA
A customer requirement for an aspect of an IT service. Service-level requirements are based on business objectives and used to negotiate agreed service-level targets.
Service Level Requirements (SLR)
A contract between an IT service provider and a third party. The third party provides goods or services that support the delivery of an IT service to a customer.
Underpinning contracts (UC)
What are the costs associated with SIP’s executing activities?
A Service Improvement Plan (SIP) has costs associated with executing the following activities:
- Staff resources trained in the right skill sets to support ITSM processes
- Tools for monitoring, gathering, processing, analyzing, and presenting data
- Constant internal/external assessments studies
- Service improvements either to services or service management process
- Management time to review, recommend, and monitor CSI progress
- Communication and understanding campaigns to change behaviors and ultimately culture
- Training and development on CSI activities
True or false: Demand management considers the patterns of business activity to understand demand for services.
True
True or false: Demand management may provide techniques for influencing demand for services.
True
An organization providing services to one or more internal or external customers is called what?
IT service provider
True or false: A supplier is a third party responsible for supplying goods or services that are required to deliver IT services.
True
Name the subprocesses for capacity management.
Business capacity, service capacity, and component capacity management
Initiation, requirements and strategy, implementation, and ongoing operation are stages in which service management process?
IT service continuity management
True or false: The main objective of supplier management is to manage the relationship between IT service provider and supplier, while monitoring and managing the required performance.
True
Defining the security and access policies for all services is the responsibility of ____________ management.
information security
What does the acronym CMIS stand for?
Capacity management information system
What does the acronym AMIS stand for?
Availability management information system
The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner.
Availability management
_______________ is responsible for managing risks that could seriously affect the business and ensuring that critical business functions can be made available following a major disruption, within the timeframe the business requires. Business continuity management defines what will be required from its IT service provider in terms of IT service continuity management.
Business continuity management (BCM)
The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed-on capacity and performance-related requirements in a cost-effective and timely manner. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management.
Capacity management
_______________ is the activity in business continuity management that identifies vital business functions and their dependencies. It is used to identify what the impact will be if an IT service is unavailable.
Business impact analysis (BIA)
A plan drawn up to address the current and future capacity and performance requirements of the business. It shows current and historic usage of services and components and the expected increase or decrease for capacity for them over the next 12 to 18 months. It recommends actions to ensure sufficient but not excessive capacity will be available to match these demands; these actions could include purchase of new equipment and storage or reallocation of current devices. The plan considers changes in the business, such as downsizing, changes in the demand for individual services, and technical advances in components, and it puts forward plans to meet a number of possible scenarios.
Capacity plan
The process responsible for ensuring that the confidentiality, integrity, and availability of an organization’s assets, information, data, and IT services match the agreed needs of the business.
Information security management (ISM)
The process responsible for managing risks that could seriously affect IT services. IT service continuity management supports business continuity management.
IT service continuity management
A metric used for measuring and reporting reliability. It is the mean time from when a system or IT service fails until it next fails.
Mean time between service incidents (MTBSI)
A metric used for measuring and reporting downtime. MTRS is the average time taken to restore an IT service or other configuration item after a failure. MTRS is measured from when the configuration item fails until it is fully restored and delivering its normal functionality.
Mean time to restore service (MTRS)
A database or structured document with information about all live IT services, which may include services available for deployment.
Service catalog
A set of tools and databases that are used to manage knowledge, information, and data.
Service knowledge management system (SKMS)
The process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and ensuring that all suppliers meet their contractual commitments.
Supplier management
Part of a business process that is critical to the success of the business.
Vital business function (VBF)
The role responsible for ensuring a process is carried out correctly is known as what?
Process owner
True or false: The RACI matrix is used to understand the allocation of roles and responsibilities for an activity.
True
What does the acronym RACI stand for?
Responsible, Accountable, Consulted, Informed
A formal proposal for a change to be made. It includes details of the proposed change and may be recorded on paper or electronically.
Request for change (RFC)
