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ITIL > Chapter 1 > Flashcards

Chapter 1 Flashcards

1
Q

What is ITIL?

A

Information Technology Infrastructure Library

- a documented framework that helps us do “ITSM”

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2
Q

When was ITIL born?

A

1980

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3
Q

How many versions of ITIL have their been?

A

4

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4
Q

What is ITIL? (6) features/descriptions

A
  • Comprehensive framework
  • guidance
  • flexible
  • vendor-neutral
  • compendium of best practices
  • supported by a huge variety of software solutions and tools
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5
Q

What are some common misconceptions of ITIL?

A
  • not a standard
  • not a list of compulsory actions
  • not a method
  • not a substitute for leadership
  • not a product to implement
  • not to replace supervision or management
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6
Q

What is Compulsory in ITIL (Ten Commandments)?

A

Clearly defined, agreed on, and documented roles and responsibilities
Clearly defined, agreed on, and documented services
Clearly defined, agreed on, and documented processes
Clear ownership of services and processes, as well as all other components of the infrastructure
Meaningful process and service metrics
Measurement of performance at the point of service delivery
Regular reviews of the performance of services and processes
Publication of reports on performance
A service improvement program
Clear communication between IT and users to establish and nurture trust between IT and the business

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7
Q

What are the 3 axioms

A

Integration: To integrate IT and the business that it supports
Effectiveness: To drive up the quality of IT services
Efficiency: to drive down the cost of IT services

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8
Q

What are the 5 sources of best practice?

A 
Standards
Academic research
Industry practices
Training and education
Internal experience
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9
Q

Who can be enablers of best practices?

A 
Employees
Customers
Suppliers
Advisers
Technology
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10
Q

What are the roles of ITIL?

A

Service owner
Process Owner
Process manager
Process Practitioner

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11
Q

What is a service?

A

Delivering value to customers by completing objectives they want to achieve, without them having to deal with the costs and risks associated with ownership
Example: washing windows on a high rise

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12
Q

What is ownership?

A

that act of possessing something

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13
Q

What is business?

A

Where the needs of the customer are being met

These can be in both the public and private sector

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14
Q

What is the RACI Matrix

A

RESPONSIBLE
ACCOUNTABLE
CONSULTED
INFORMED

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15
Q

What is a process practitioner?

A

the workers in this chain of roles!
Some things this role performs are:
-Doing more than one activity for the job.
-Working with the stakeholders to make sure supplies meet ends.
-Creates, and updated records to prove that tasks have been completed.
-Ensures the input, and output are correct for their jobs

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16
Q

What is the process manager?

A
  • similar to a Process Owner in smaller organization.
  • helping to plan events, and identifying improvement opportunities.
  • Ensures all activities are carried out as needed.
17
Q

What is a process owner?

A
  • defines the standards, and policies.
  • assist with process design
  • Ensures that projects run smoothly,
  • Provides good training, and communicating crucial information.
18
Q

What is a service owner?

A

can own more than one service at a time.
Some responsibilities:
-Being efficient at monitoring, and reporting situations
-Primary customer contact for service-related problems.
-Looking for ways to improve services
-Holds accountability for nearly everything.

19
Q

What is an Outcome?

A

final or intended result for providing a service.

20
Q

What is Service Management?

A

Approach of an organization providing worth to customers in the form of services.

21
Q

What is an IT Service Management?

A

process, and procedures for an IT organization to control their services provided to customers.

22
Q

What are 3 types of service providers according to ITIL?

A

Type 1 - Provides services within their own business.

Type 2 - Provides services to more than one business.

Type 3 - Provides services to outside customers.

23
Q

What are the 3 types of stakeholders?

A

Customers
Users
Suppliers

24
Q

What is a Process?

A

arrangement of resources, and capabilities to result in the end process that would be to create a form of results for the customer

25
Q

What is a Function?

A

A Function is a certain type of organization to perform specific types of work, and is also responsible for set outcomes.

Functions are also considered to be major building blocks in organizations.

ITIL (7 decks)

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