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ITIL 2011 > Cert Exam > Flashcards

Cert Exam Flashcards

0
Q

What are the components of service strategy?

A

Service portfolio mgmt, financial mgmt, business relationship management

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1
Q

What are the five stages of service lifecycle?

A

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

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2
Q

What are the elements of service design?

A

Design coordination, service level mgmt, supplier mgmt, service catalog mgmt, capacity mgmt, availability mgmt, IT service continuity mgmt, information security mgmt

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3
Q

What are the elements of service transition?

A

Change mgmt, Service asset and configuration mgmt, release and deployment mgmt, transition planning and support,knowledge mgmt

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4
Q

What are the elements of service operation?

A

Incident mgmt, problem mgmt, access mgmt, request fulfillment, event mgmt

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5
Q

What are the four functions of service operation?

A

Service desk, technical mgmt, IT operations mgmt, application mgmt

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6
Q

What is the single element of continual service improvement?

A

Seven-step improvement

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7
Q

What are the three characteristics of the ITIL approach?

A

Vendor neutral, non-prescriptive, best practice

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8
Q

What are sources for best practices?

A

Public frameworks, international standards, proprietary knowledge, education, academic research

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9
Q

What are advantages of public frameworks?

A

Validation, broad reviews, knowledge widely distributed, training and certification available

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10
Q

ITIL is adopted by organizations to enable them to:

A

Deliver value for customers through services

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11
Q

A service is:

A

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

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12
Q

An outcome is:

A

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

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13
Q

An IT service is comprised of:

A

Information technology, people and processes

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14
Q

What are the two types of IT services?

A

Customer facing services, supporting services

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15
Q

The value of a service is comprised of what two elements?

A

Utility and warranty

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16
Q

Utility represents:

A

A service’s functionality

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17
Q

Warranty is comprised of what four elements?

A

Availability, capacity, continuity,security

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18
Q

Warranty is defined as:

A

Ability to meet agreed requirements with agreed levels of continuity and security

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19
Q

Service management is described as:

A

Capabilities for providing value to customers through services

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20
Q

Who is involved in service management?

A

Everyone involved in delivering the service

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21
Q

ITSM is:

A

IT service mgmt

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22
Q

What are the three types of service providers?

A

Internal, shared, external

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23
Q

A shared services unit is:

A

An internal service provider that provides services to more than one business unit.

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24
Q

Who are the stakeholders in service management?

A

Customers, users, suppliers

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25
Q

What is the difference between internal and external customers?

A

Internal-work for same business as service provider

External-work for different business than provider

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26
Q

What are the four items included in delivering a service?

A

Assets, processes, functions, roles

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27
Q

What are the two types of assets?

A

Resources and capabilities

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28
Q

What is a key difference between resources and capabilities?

A

Resources-tangible

Capabilities- intangible

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29
Q

A process is:

A

A structured set of activities designed to accomplish an objective

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30
Q

What is a process?

A

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

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31
Q

Characteristics of a process:

A

Measurable
Delivers specific results
Value for customers and stakeholders
Responsive

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32
Q

List the four key functions.

A

Service desk
Technical mgmt
IT operations mgmt
Application mgmt

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33
Q

Define what a role is.

A

Set of responsibilities, activities and authorities assigned to a person or team.

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34
Q

List the three process roles.

A

Owner
Manager
Practitioner

35
Q

Who is ultimately responsible for a process?

A

Process owner

36
Q

What is CSI?

A

Continual service improvement

37
Q

A process practitioner is responsible for:

A

Carry out process activities

38
Q

Who is the single point of accountability for a service?

A

Service owner

39
Q

What does RACI stand for?

A

Responsible
Accountable
Consulted
Informed

40
Q

What are the four phases of service strategy?

A

Perspective
Position
Plans
Patterns

41
Q

What are the two aspects of service strategy?

A

Define strategy to deliver services

Define strategy to manage those services

42
Q

What are the basic concepts of service strategy?

A 
Outcomes
Types of services
Value creation
Risk mgmt
Governance
Service automation
43
Q

The result of carrying out an activity is:

A

an outcome

44
Q

What are the three classes of services?

A

Core
Enabling
Enhancing

45
Q

Value is composed of:

A

Business outcomes
Preferences
Perceptions

46
Q

Define a risk.

A

A potential event that could cause harm or loss.

47
Q

Define governance.

A

A single over arching area that ties the business and IT together

48
Q

What ensures that policies and strategy are actually implemented and that processes are followed?

A

Governance

49
Q

What are the benefits of service automation?

A

Improves utility and warranty of a service

Improves mgmt of capacity

50
Q

What are three processes of service strategy?

A

Service portfolio mgmt
Business relationship mgmt
Financial mgmt

51
Q

What process ensures clear definition of services that are linked to business outcomes?

A

Service portfolio mgmt

52
Q

Service portfolio management scope includes:

A

All services currently delivered
All services under consideration
All services that have been or are due to retire

53
Q

What are the three components of the service portfolio?

A

Service pipeline
Service catalog
Retired services

54
Q

What process maintains a business relationship between the provider and customer?

A

Business relationship mgmt

55
Q

What is the purpose of financial management?

A

Secure funding to design, develop and deliver services.

56
Q

What are the main processes of financial management?

A

Accounting
Budgeting
Charging

57
Q

What is included in a business case?

A 
Costs
Benefits
Options
Issues
Risks
58
Q

A service design package is output from what?

A

Service design lifecycle

59
Q

What three items are included in a service design?

A

IT services
Practices and processes
Policies

60
Q

What are some items to consider in service design?

A

Functional requirements
Service level requirements
Business benefits
Overall design constraints

61
Q

What is the key value in service design?

A

Reducing total cost of ownership

62
Q

People, processes, products, partners are all concepts of what?

A

Service design

63
Q

What are the five major aspects of design?

A 
Service solutions
Tools and technology
Architecture
Measurements and metrics
Processes
64
Q

Define a service design package.

A

Documents defining all aspects of an IT service and its requirements through all lifecycle stages.

65
Q

What are the processes of service design?

A 
Design coordination
Service catalog mgmt
Service level mgmt
Supplier mgmt
Availability mgmt
Capacity mgmt
IT service continuity mgmt
Information security mgmt
66
Q

What are the basic concepts of design coordination?

A

Ensures creation of a service design package

Ensures handoff of service design packages to service transition

67
Q

What is the purpose of service catalog management?

A

Provide and maintain a single source of information

68
Q

What area holds a database of information on all live IT services?

A

Service catalog

69
Q

What is CMS?

A

Configuration mgmt system

Set of tools used to manage configuration data.

70
Q

What are the two halves of a two view service catalog?

A

Business/customer view

Technical view

71
Q

The process responsible for negotiating service level agreements is what?

A

Service level mgmt

72
Q

What kind of targets are needed for service level management?

A

Specific, measurable targets

73
Q

What is SLR?

A

Service level requirement

A customer requirement for an aspect of a service.

74
Q

What is a service level target?

A

Commitment that is documented in an SLA.

75
Q

SLA is what?

A

Service level agreement

76
Q

An operational level agreement is what?

A

OLA

Agreement between a service provider and another part of the same organization.

77
Q

What is an underpinning contract?

A

A legally binding agreement between a service provider and a third party.

78
Q

What are the two types of SLA?

A

Service based - cross dept

Customer based - individual group

79
Q

What is the relationship between business relationship management and service level management?

A

Business relationship is high level focusing on overall relationship. Service level is more detailed and focuses on warranty issues.

80
Q

What does supplier management do?

A

Works collaboratively with SLM to define, negotiate, document and agree to terms of service with suppliers.

81
Q

What process is responsible for providing critical data to SLM to demonstrate performance against SLA targets?

A

Incident mgmt

82
Q

What is the purpose of availability management?

A

Ensure that the level of availability delivered on all services meets the agreed availability needs or service level targets.

83
Q

Availability management includes what two types of activities?

A

Reactive and proactive

84
Q

What are the five aspects of availability?

A 
Availability
Reliability 
Maintainability
Serviceability
VBF - vital business function
85
Q

What process ensures that the level of capacity delivered matches the agreed needs of the business?

A

Capacity mgmt

ITIL 2011 (1 decks)

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