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ITIL Foundations Exam > Concepts > Flashcards

Concepts Flashcards

These are simplified concept that support the book definitions.

1
Q

What does Consulted mean in the RACI model?

A

Input of knowledge, information, and opinions

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2
Q

What is the purpose of Capacity Management?

A

Ensures cost justifiable IT Capacity and performance of services and that systems match agreed business needs.

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2
Q

What are the main activities of Service Strategy?

A
  • Define the market
  • Develop the offerings
  • Develop strategic assets
  • Prepare for execution
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3
Q

What are the catagories of suppliers

A

The four catagories of suppliers are:

  • Strategic
  • Tactical
  • Operational
  • Commodity
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4
Q

What is the differance between Business Relationship Management and Service level Management?

A

BRM

  • Identify customer needs. (Utility & Warranty)
  • Strategic and tactical focus. (Overall relationship)
  • Rated on customer satisfaction

SLM

  • Negotiate Service Level Agremments (SLAs)
  • Tactical and operational focus (Level of service)
  • Rated on user satisfaction (achievement of service levels)
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5
Q

What is the purpose of Service Operation?

A

To manage service delivery and support

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5
Q

What is the purpose of Service Level Management?

A

Ensures that agreed level of service is provided for all current and future services.

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5
Q

What does a two-view service catalog concept contain?

A

A two-view service catalog concept contains:

  • ​Business Service Catalog
  • Techncial Service Catalog
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5
Q

What is a Metric?

A

A Metric is something thatis measured and reported to help manage a process, IT service, or activity.

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6
Q

What is the definition of a User?

A

The person with hands on the keyboard who uses the IT servies for their routine activities.

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6
Q

What does a three-view Service Catalog concept contain?

A

A three-view Service Catalog concept contains:

  • Wholesale Catalog
  • Retail Catalog
  • Supporting Services Catalog
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7
Q

What is Component Availabilty?

A

Component availability is the measurement of the individual IT components

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8
Q

What is the purpose of Service of Transition?

A

To transition new and changed services into operation.

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8
Q

What is the purpose of Problem Management?

A

Manages the lifecycle of problems to proacttively prevent incidents from happening and minimizes the impact of incidents that cannot be prevented.

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9
Q

What processess make up Service Strategy?

A
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
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10
Q

What does Informed mean in the RACI model?

A

Kept up to date about process execution and quality.

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11
Q

What does Accountable mean in the RACI model?

A

One person who has ownership of quality and end result.

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11
Q

What is a Wholesale Catalog?

A

A Wholesale Catalog contains details fo all the IT services delivered to wholesale customers (customer-facing services), together with relationships to the customers they suppport.

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11
Q

What are the characteristics of a Specialized Service Desk structure?

A
  • Handles incidents for a specific IT Service
  • Allows direct service specialist communication.
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12
Q
A
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13
Q

What are the ITIL components?

A
  • Five core lifecycle books
  • Complementary publications (focused publications)
  • Web support services (value-added products)
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13
Q

What are the four Ps of Service Design?

A
  • People
  • Products
  • Partners
  • Processes
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14
Q

A warm stand-by of approximately 24 hours is also called a _______ .

A

Intermediate Recovery

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15
Q

What is the RACI model and what does it stand for?

A

Roles and responsibility matrix for the activities of a process that defines who is:

  • Responsible
  • Accountable
  • Consulted
  • Informed
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16
Q

What processes make up Service Operations?

A
  • Event Management
  • Request Fulfillment
  • Incident Management
  • Problem Management
  • Access Management
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16
Q

What functions make up Service Operation?

A
  • Techncial Management
  • Applications Management
  • IT Operations Management
  • Service Desk
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16
Q

What are the characteristics of a process?

A

SCREM

  • Specific results
  • Customer or stakeholders
  • Responds to a specific event trigger
  • Every process has an owner
  • Measureable (cost, quality, timely)
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17
Q

What is the formula for Incident Priority?

A

Impact + Urgency = Priority

(Business impact + Acceptable delay = Priority)

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18
Q

When you want to improve availability, what areas should you focus on?

A

The four areas that improve availablity are:

  • Reliability
  • Resilience
  • Maintainability
  • Serviceability
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19
Q

What is the purpose of Service Asset and Configuration Management?

A

Defines and controls IT service assets and components; maintains accurate configuration records.

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20
Q

What are the five aspects of Service Design?

A

STAMP

  • Service Solutions Design
  • Service Management Systems and Tools
  • Technology Architectures and Tools
  • Measurement Systems
  • Processess
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20
Q

What is a Supporting Services Catalog?

A

A Supporting Services Catalog contains details of all IT supporting services, together with relationshhips to the customer-facing services necessary to support the provision of the service to the customers.

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21
Q

What is the purpose of Service Porfolio Management?

A

Decides what services to offer, provides direction to servie design, manages all aspects of the Service Porfolio

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22
Q

What is a Key Performance Indicator?

A

A Key Performance Indicator reflects key process aspects such as quality, performance, value and compliance. They can be both qualitative and quantitative.

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24
Q

What is the purpose of Information Security Management?

A

Manages information security in all service and service managment activities. Responsible for reating the ISP (Information Security Policy)

The CIA processes of ITIL - Confidentiality, Integrity, & Availability

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24
Q

What is the purpose of Transition Planning and Support?

A

Provides overall planning for service transitions and to coordinate the resources that they require.

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26
Q

What processes make up Service Transition?

A
  • Transition Planning & Support
  • Change Management
  • Service Assest & Configuration Management
  • Release & Deployment
  • Knowledge Management
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26
Q

What does DIKW stand for?

A

Data, Information, Knowledge, Wisdom

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27
Q

What does Serviceability mean?

A

Serviceability is the ability of service provider to keep service available

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28
Q

What are the characteristics of a Local Sevice Desk structure?

A
  • Co-located with or physically close to users it serves.
  • Has a clear visible presence
  • Addresses local issue such as cultural difference, language, time zones, and local VIPs
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30
Q

What is the purpose of Event Management?

A

Detects and evaluates changes of state for CIs or IT services to determine their significance and then take appropriate actions.

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31
Q

What is a Business Service Catalog?

A

A Business Service Catalog contains the services delivered to the customer and visible by the customer.

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32
Q

What are the four Service Operations functions?

A

The four Service Operations functions are:

  • Service Desk
  • Technical Management
  • IT Operations Mangement
  • Applications Management
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34
Q

What is the purpose of Supplier Management?

A

Manages suppliers and their servies to provide seamless IT service quality, ensuring value for money.

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35
Q

When should you produce a Service Design Package?

A

The Service Design Package is produced for:

  • New IT services
  • Major changes to a service
  • IT service retirement
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35
Q

What is the purpose of a multi-level SLA?

A

A multi-level SLA contains a combination of service, customer, and corporate SLAs

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36
Q

A Service Level Agreement is between…

A

A Service Level Agreement is between a IT service provider and customers.

37
Q

What is the purpose of Seven Step Improvement?

A

Identifies and implements improvements throughout the service lifecycle.

38
Q

What are the two types of incident escalation?

A

The two types of incident escalation are:

  • Functional
  • Hierarchical
39
Q

What do Service Assets consist of?

A

Service Assests consist of capabilities and resources.

41
Q

What is the purpose of Change Management?

A

Responds to changing business requirements and controls changes throughout the lifecycle wihile minimizing incidents and business disruptions.

42
Q

What are the three SLA structures?

A

The three SLA structures are:

  • Service-based
  • Customer-based
  • Multi-level
43
Q

What does Resilience mean?

A

Resilience is the ability to remain operational despite failure.

44
Q

What are the types of customers?

A
  • Internal
  • External
45
Q

What is the purpose of Business Relationship Mangement?

A

Ensures the service provider understands the business requirements of the customer and is able to provide services that meet those needs.

46
Q

What is the difference between a functional and a hierarchical escalation?

A

A functional escalation is an escalation based on technical knowledge or access.

A hierarchical escalation is an escalation based on a management decision.

47
Q

What is the purpose of Knowledge Management?

A

Gathers, analyzes, stores and shares IT knowledge and information within an organization.

48
Q

An Operational Level Agreement is between…

A

An Operational Level Agreement is between internal IT functional departments.

49
Q

What is the purpose of Request Fulfillment?

A

Handles the service requests from the users

50
Q

What are the three types of event significance?

A

The three types of event significance are:

  • Informational
  • Warning
  • Exception
51
Q

What is Service Availability?

A

Service availability is an end-to-end measurement of the service

52
Q

What are the three types of metrics?

A

The three types of metrics are:

  • Service
  • Technology
  • Process
54
Q

What is the purpose of Release and Deployment?

A

Build, tests, and deploys services into the controlled environment that meet the stakeholders requirement and objectives.

55
Q

What is the purpose of Design Coordination?

A

Ensures the goals and objectives of the serviec design stage are met by providing and maintaining a single point of coordination and control for all activities.

55
Q

What is the purpose Acess Management?

A

Grants authorized users the right to use an IT service, data, or other asset and prevents access by unauthorized users.

57
Q

What are the types of service providers?

A
  • Type 1 - Internal
  • Type 2 - Shared Services
  • Type 3 - External
59
Q

What is the purpose of Continual Service Improvement?

A

To create and maintain business value through better service design, transition, & operation.

60
Q

What are the three service classifications?

A
  • Core services
  • Enabling services
  • Enhancing services
61
Q

What is the purpose of IT Service Continutity Management?

A

Ensures required IT technical and service facilities can be recovered within agreed business timescales in the event of a major disruption

62
Q

What are the five Capabilities that make up Service Assets?

A

The five Capabilities that make up Service Assets are:

  • Management
  • Organization
  • Processess
  • Knowledge
  • Experience
64
Q

What does Responsible mean in the RACI model?

A

Correct execution of process or activity

64
Q

An Underpinning Contract is between…

A

An Underpinning Contract is between an IT service provider and an external supplier.

66
Q

What are the contents of a Service Design Package?

A

A Service Design Package should contain:

  • Requirements (business, service level, operational)
  • Service design and topology
  • Organizational readiness assessment
  • Transition strategy
  • Release strategy
  • Operational strategy
  • Service acceptance criteria
67
Q

What are the two sub-functions of IT Operations Management?

A

The two sub-funcitons of IT Operations Management are:

  • Operations Control
  • Facilities Managment
69
Q

What are the types of services?

A
  • Internal customer-facing services
  • External customer-facing services
  • Supporting services
70
Q

What are the characteristics of a Virtual Service Desk structure?

A
  • Geographically ambigious
  • Mimics a central service desk via a shared virtual tool.
72
Q

What is the purpose of Incident Management?

A

Restores normal service operation as quickly as possible to minimize business impact and maintain service quality and availability.

73
Q

What does C.I.A. stand for?

A

C.I.A stands for:

  • Confidentiality
  • Integrity
  • Availability
75
Q

What is a Retail Catalog?

A

A Retail Catalog contains details of all the IT services delivered to retail customers (customer-facing services), together with relationships to the customers they support.

76
Q

A cold stand-by of approximately 72 hours is also called a _______ .

A

Gradual Recovery

77
Q

A hot stand-by that can be immediate is also called a _______ .

A

Immediate Recovery

78
Q

Who are the key stakeholders in IT Service Management?

A

Organization, service providers, customers, consumers, users, partners, employees, shareholders, owners, suppliers.

79
Q

What are the sections of the Service Portfolio?

A
  • Service pipeline
  • Service catalog
  • Retired services
80
Q
A
81
Q

What is the purpose of a service-based SLA?

A

A service-based SLA covers one service for all of the customers of that service.

83
Q

What is the purpose of Service Catalog Management?

A

Creates and manages an accurate service catalog that provides a single source of information for all live and transitioning services.

85
Q

What is the purpose of Service Strategy?

A

To design, develop, and implement Service Management.

86
Q

What are the three types of changes in the Change Mangement control process?

A

The three types of changes in the Change Management control process are:

  • Normal
  • Standard
  • Emergency
87
Q

What does Maintainability mean?

A

Maintainability is the ability to maintain in operational condition.

88
Q

What is a Technical Service Catalog?

A

A Technical Service Catalog contains supporting services and CIs used to provide the service. (Is not visible to the customer)

89
Q

What are the 5 documents from Service Level Management?

A

The documents from Service Level Management are:

  • Service Level Agreements (SLA)
  • Operational Level Agreement (OLA)
  • Underpinning Contract (UC)
  • Service Level Requirements (SLR)
  • Service Improvement Plan (SIP)
90
Q

What are the four primary roles?

A
  • Process Owner
  • Process Manager
  • Process Practitioner
  • Service Owner
91
Q

What does Reliability mean?

A

Reliability is the ability to remain operational without failure.

93
Q

What processes make up Service Design?

A
  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
94
Q

What is a Critical Success Factor?

A

A Critical Success Factor is something that must happen if a process, project, plan, or IT service is to succeed.

95
Q

IT Service Management is performed by a mix of what?

A
  • People
  • Process
  • Technology
96
Q

What are the characteristics of a Follow the Sun Service Desk structure?

A
  • Geographically dispersed
  • Can provide regional support for time zones
  • Allows 24/7 across multiple locations
97
Q

What are the levels of Capacity Management?

A

The three levels of Capacity Management are:

  • Business Capacity Management (BCM)
  • Service Capacity Management (SCM)
  • Component Capacity Management (CCM)
98
Q

What are the characteristics of a Centralized Service Desk structure?

A
  • Single location
  • Improved efficency
  • Improved cost-effectiveness
99
Q

What processes make up Continual Servie Improvement?

A
  • Identify the strategy for improvement
  • Define what you will measure
  • Gather the data
  • Process the data
  • Analyze the information & data
  • Present and use the information
  • Implement improvements
100
Q

What are the parts of the Deming Cycle of Continuous Improvement?

A

​The Deming Cycle of Continuous Improvement are:

  • Plan
  • Do
  • Check
  • Act
102
Q

What does SKMS stand for?

A

Service Knowledge Management System

103
Q

What is the method for understanding service demand?

A

Patterns of Business Activity (PBA)

104
Q
A
105
Q

What are the five Service Desk structures?

A

The five Service Desk structures are:

  • Local
  • Centralized
  • Virtual
  • Follow the sun
  • Specialized
106
Q

How can you measure availability?

A

To measure availability, focus on the following to areas:

  • Service availability
  • Component availability
107
Q

What are Service Lifecycle Stages?

A
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
108
Q

What is the purpose of a customer-based SLA?

A

A customer-based SLA covers an individual customer group, covering all the service that they use.

109
Q

What are the reasons for ITIL’s global acceptance?

A
  • Vendor neutral
  • Non-perscriptive
  • Best practice
110
Q

What is the definition of a customer?

A

The person who pays the bills and is authorized to negotiate for services provided by IT.

111
Q

What is the definition of best practice?

A

Generally -accepted, informally-standardized techniques, methods or processes that have proven themselves over time across multiple organizations.

ITIL is an example of best practice for IT Service Management

112
Q

What are the five Resources that make us Service Assets?

A

The five Resources that make up Service Assets are:

  • Financial Capital
  • Infrastructure
  • Applications
  • Information
  • People
113
Q

What is the purpose of Service Design?

A

To design and develop services and service management processes.

114
Q

What is the purpose of Availability Management?

A

Ensures the level of service availability matches or exceeds agreed business needs.

115
Q

Draw or describe the U + W = Value diagram

A

Utility (fit for purpose) + Warrenty (fit for use) = Value (business outcomes as seen through the filter of customer perceptions)

See attached diagram

116
Q

What is the purpose of Financial Management?

A

Quantifies the value of services and their assets, qualifies operational forecasting, enhances decision making, ensures value capture and creation.

The ABC process of ITIL -Accounting, Budgeting, and Charging

117
Q

What are the options for IT Service Continuity Management recovery?

A

Options for IT Service Continuity Managment recovery are:

  • Stronghold/fortress
  • Do nothing
  • Return to manual (paper based)
  • Gradual recovery (cold stand-by: 72 hours)
  • Intermediate (warm stand-by: 24 hours)
  • Immediate (hot stand-by: immediate)

ITIL Foundations Exam (4 decks)

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