CH1: Service Management as a Practice Flashcards
ITIL
Information Technology Infrastructure
What is ITIL
ITIL is a framework of best practices for managing and delivering IT services.
When was ITIL Developed and by who
ITIL was developed in the 1980s by the United Kingdom’s Office of Government Commerce (OGC)
Why is ITIL so successful
It is vendor-neutral and applicable to organizations of all sizes, across various industries.
What is a service?
Services are a means of delivering value to customers, by facilitating the outcomes customers want to achieve, without the ownership of costs and risks.
What is an outcome?
The result of carrying out an activity, following process or delivering an IT Service
What are Core Service?
The services that deliver the basic outcomes required by one or more customers.
Example - The use of an email server
What are Enabling Service?
The services that are needed to ensure that the core service can eb delivered successfully.
Example - The infrastructure needed for the email server.
What are Enhancing Services?
Additional services that enhance the core service, making it more attractive or appealing to the customer.
What are Stakeholders?
Individuals or groups that have an interest in an organization, service, or project.
What is Service Management?
A set of specialized organizational capabilities for providing value to customers in the form of services.
What is a Service Provider?
An organization supplying services to one ore more internal or external customers.
ITSM
IT Service Management
The implementation and management of quality IT services that meet the needs of the business.
What is a Process?
A process is a structured set of activities designed to accomplish a specific objective.
What is a Function?
A team or group of people and the other resources or tools used to carry out a process.
What is a Group?
A number of people who are performing similar activities
What is a Team?
A more formal structure of those working together with a common objective.
What is a Department?
Formal organizational structures within an organization.
What is a Division?
A number of departments that have been grouped together with an organization.
Capacity Management
Automation for capacity management enables a more rapid response to demand variations without human intervention and allows management for a 24hour service
Measurement
Automation that allows for a consistent measurement and identification of improvement.
Knowledge Capture
System driven knowledge capture that reduces the reliance on individual knowledge and the difficulties of sharing proprietary knowledge.
5 ITIL service lifecycle publications
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Service Strategy
Covers the core of the lifecycle, setting the strategic approach for service management activities
