Chapter 2

Question 1

What are the five life cycle stages?

Answer 1

Service Strategy
Service design
Service transition
Service operations
continual service improvement

Question 2

What is service design?

and list a few examples of Service processes

Answer 2

we produce detailed plans for all services
You have a strategy that is tested and proven to be helpful to the customer and improve existing services 
- Incident management
-Design coordination
- Availability management
- Capacity management
- Service level management
- Supplier management

Question 3

What is Service Transition?

and list a few examples of Service processes

Answer 3

Enables you to have a foundation to work off of
New designs get built, tested, then implemented into the org
- Transition Planning and support
- Knowledge Management
- Change management
- Evaluation
- release and deployment management
- Service Asset and Configuration Management

Question 4

What is Service Operations?

and list a few examples of Service processes

Answer 4

Responsible for assisting end users, process/service that are live and running

• Incident management
• Event management
• Problem management
• Request fulfillment
• Access management
• Service desk
• Technical management
• Application management
• IT Operations management

Question 5

What is Continual Service Improvement?

and list a few examples of Service processes

Answer 5

Every process and function has a link to this in the organization
- 7 step improvement process

Question 6

What is service strategy?

and list a few examples of Service processes

Answer 6

deciding what kind of service we have to provide to the customer and what kind of resources we needed for those services (drawing up blueprint)

• strategy management
• service portfolio management
• Business relations management
• financial management
• Demand Management

Question 7

How do we keep the momentum going in ITIL (5)?

Answer 7

What is the vision?
-- Business vision mission and goals
Where are we now?
-- Baseline assessment
Where do we want to be?
-- measurable targets
How do we get there?
-- Service process and improvements
Did we get there?
-- Measurements and metrics

Question 8

What are the 7 steps for the improvement process?

Answer 8

• Enact and Enable outcome
• Enlighten and empower people
• Lower barriers and increase enablers
• Improve moments of truth
• Root out variation and dependency
• Lower Transaction costs
• Reflect and act at individual, team and org level

Question 9

What is the service life cycle?

Answer 9

• essential series of charges a service goes through in its life time
• looks at the changes and process that occur in its full life cycle

Question 10

What is a process?

Answer 10

set of coordinated activities combining resources and capabilities to produce an outcome that provided value to the customer

Question 11

What is a function?

Answer 11

unit of organization specialized to perform certain types of work and responsible for specific outcomes