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ITIL 2011 > Cert Exam > Flashcards

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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
Who are the stakeholders in service management?
Customers, users, suppliers
25
What is the difference between internal and external customers?
Internal-work for same business as service provider | External-work for different business than provider
26
What are the four items included in delivering a service?
Assets, processes, functions, roles
27
What are the two types of assets?
Resources and capabilities
28
What is a key difference between resources and capabilities?
Resources-tangible | Capabilities- intangible
29
A process is:
A structured set of activities designed to accomplish an objective
30
What is a process?
A structured set of activities designed to accomplish a specific objective.
31
Characteristics of a process:
Measurable Delivers specific results Value for customers and stakeholders Responsive
32
List the four key functions.
Service desk Technical mgmt IT operations mgmt Application mgmt
33
Define what a role is.
Set of responsibilities, activities and authorities assigned to a person or team.
34
List the three process roles.
Owner Manager Practitioner
35
Who is ultimately responsible for a process?
Process owner
36
What is CSI?
Continual service improvement
37
A process practitioner is responsible for:
Carry out process activities
38
Who is the single point of accountability for a service?
Service owner
39
What does RACI stand for?
Responsible Accountable Consulted Informed
40
What are the four phases of service strategy?
Perspective Position Plans Patterns
41
What are the two aspects of service strategy?
Define strategy to deliver services | Define strategy to manage those services
42
What are the basic concepts of service strategy?
``` Outcomes Types of services Value creation Risk mgmt Governance Service automation ```
43
The result of carrying out an activity is:
an outcome
44
What are the three classes of services?
Core Enabling Enhancing
45
Value is composed of:
Business outcomes Preferences Perceptions
46
Define a risk.
A potential event that could cause harm or loss.
47
Define governance.
A single over arching area that ties the business and IT together
48
What ensures that policies and strategy are actually implemented and that processes are followed?
Governance
49
What are the benefits of service automation?
Improves utility and warranty of a service | Improves mgmt of capacity
50
What are three processes of service strategy?
Service portfolio mgmt Business relationship mgmt Financial mgmt
51
What process ensures clear definition of services that are linked to business outcomes?
Service portfolio mgmt
52
Service portfolio management scope includes:
All services currently delivered All services under consideration All services that have been or are due to retire
53
What are the three components of the service portfolio?
Service pipeline Service catalog Retired services
54
What process maintains a business relationship between the provider and customer?
Business relationship mgmt
55
What is the purpose of financial management?
Secure funding to design, develop and deliver services.
56
What are the main processes of financial management?
Accounting Budgeting Charging
57
What is included in a business case?
``` Costs Benefits Options Issues Risks ```
58
A service design package is output from what?
Service design lifecycle
59
What three items are included in a service design?
IT services Practices and processes Policies
60
What are some items to consider in service design?
Functional requirements Service level requirements Business benefits Overall design constraints
61
What is the key value in service design?
Reducing total cost of ownership
62
People, processes, products, partners are all concepts of what?
Service design
63
What are the five major aspects of design?
``` Service solutions Tools and technology Architecture Measurements and metrics Processes ```
64
Define a service design package.
Documents defining all aspects of an IT service and its requirements through all lifecycle stages.
65
What are the processes of service design?
``` Design coordination Service catalog mgmt Service level mgmt Supplier mgmt Availability mgmt Capacity mgmt IT service continuity mgmt Information security mgmt ```
66
What are the basic concepts of design coordination?
Ensures creation of a service design package | Ensures handoff of service design packages to service transition
67
What is the purpose of service catalog management?
Provide and maintain a single source of information
68
What area holds a database of information on all live IT services?
Service catalog
69
What is CMS?
Configuration mgmt system Set of tools used to manage configuration data.
70
What are the two halves of a two view service catalog?
Business/customer view | Technical view
71
The process responsible for negotiating service level agreements is what?
Service level mgmt
72
What kind of targets are needed for service level management?
Specific, measurable targets
73
What is SLR?
Service level requirement A customer requirement for an aspect of a service.
74
What is a service level target?
Commitment that is documented in an SLA.
75
SLA is what?
Service level agreement
76
An operational level agreement is what?
OLA | Agreement between a service provider and another part of the same organization.
77
What is an underpinning contract?
A legally binding agreement between a service provider and a third party.
78
What are the two types of SLA?
Service based - cross dept | Customer based - individual group
79
What is the relationship between business relationship management and service level management?
Business relationship is high level focusing on overall relationship. Service level is more detailed and focuses on warranty issues.
80
What does supplier management do?
Works collaboratively with SLM to define, negotiate, document and agree to terms of service with suppliers.
81
What process is responsible for providing critical data to SLM to demonstrate performance against SLA targets?
Incident mgmt
82
What is the purpose of availability management?
Ensure that the level of availability delivered on all services meets the agreed availability needs or service level targets.
83
Availability management includes what two types of activities?
Reactive and proactive
84
What are the five aspects of availability?
``` Availability Reliability Maintainability Serviceability VBF - vital business function ```
85
What process ensures that the level of capacity delivered matches the agreed needs of the business?
Capacity mgmt

ITIL 2011 (1 decks)

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