Concepts Flashcards
These are simplified concept that support the book definitions.
What does Consulted mean in the RACI model?
Input of knowledge, information, and opinions
What is the purpose of Capacity Management?
Ensures cost justifiable IT Capacity and performance of services and that systems match agreed business needs.
What are the main activities of Service Strategy?
- Define the market
- Develop the offerings
- Develop strategic assets
- Prepare for execution
What are the catagories of suppliers
The four catagories of suppliers are:
- Strategic
- Tactical
- Operational
- Commodity
What is the differance between Business Relationship Management and Service level Management?
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)
What is the purpose of Service Operation?
To manage service delivery and support
What is the purpose of Service Level Management?
Ensures that agreed level of service is provided for all current and future services.
What does a two-view service catalog concept contain?
A two-view service catalog concept contains:
- Business Service Catalog
- Techncial Service Catalog
What is a Metric?
A Metric is something thatis measured and reported to help manage a process, IT service, or activity.
What is the definition of a User?
The person with hands on the keyboard who uses the IT servies for their routine activities.
What does a three-view Service Catalog concept contain?
A three-view Service Catalog concept contains:
- Wholesale Catalog
- Retail Catalog
- Supporting Services Catalog
What is Component Availabilty?
Component availability is the measurement of the individual IT components
What is the purpose of Service of Transition?
To transition new and changed services into operation.
What is the purpose of Problem Management?
Manages the lifecycle of problems to proacttively prevent incidents from happening and minimizes the impact of incidents that cannot be prevented.
What processess make up Service Strategy?
- Service Portfolio Management
- Financial Management
- Business Relationship Management
What does Informed mean in the RACI model?
Kept up to date about process execution and quality.
What does Accountable mean in the RACI model?
One person who has ownership of quality and end result.
What is a Wholesale Catalog?
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.
What are the characteristics of a Specialized Service Desk structure?
- Handles incidents for a specific IT Service
- Allows direct service specialist communication.
What are the ITIL components?
- Five core lifecycle books
- Complementary publications (focused publications)
- Web support services (value-added products)
What are the four Ps of Service Design?
- People
- Products
- Partners
- Processes
A warm stand-by of approximately 24 hours is also called a _______ .
Intermediate Recovery
What is the RACI model and what does it stand for?
Roles and responsibility matrix for the activities of a process that defines who is:
- Responsible
- Accountable
- Consulted
- Informed
What processes make up Service Operations?
- Event Management
- Request Fulfillment
- Incident Management
- Problem Management
- Access Management
What functions make up Service Operation?
- Techncial Management
- Applications Management
- IT Operations Management
- Service Desk
What are the characteristics of a process?
SCREM
- Specific results
- Customer or stakeholders
- Responds to a specific event trigger
- Every process has an owner
- Measureable (cost, quality, timely)
What is the formula for Incident Priority?
Impact + Urgency = Priority
(Business impact + Acceptable delay = Priority)
When you want to improve availability, what areas should you focus on?
The four areas that improve availablity are:
- Reliability
- Resilience
- Maintainability
- Serviceability
What is the purpose of Service Asset and Configuration Management?
Defines and controls IT service assets and components; maintains accurate configuration records.
What are the five aspects of Service Design?
STAMP
- Service Solutions Design
- Service Management Systems and Tools
- Technology Architectures and Tools
- Measurement Systems
- Processess
What is a Supporting Services Catalog?
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.
What is the purpose of Service Porfolio Management?
Decides what services to offer, provides direction to servie design, manages all aspects of the Service Porfolio
What is a Key Performance Indicator?
A Key Performance Indicator reflects key process aspects such as quality, performance, value and compliance. They can be both qualitative and quantitative.
What is the purpose of Information Security Management?
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
What is the purpose of Transition Planning and Support?
Provides overall planning for service transitions and to coordinate the resources that they require.
What processes make up Service Transition?
- Transition Planning & Support
- Change Management
- Service Assest & Configuration Management
- Release & Deployment
- Knowledge Management
What does DIKW stand for?
Data, Information, Knowledge, Wisdom
What does Serviceability mean?
Serviceability is the ability of service provider to keep service available
What are the characteristics of a Local Sevice Desk structure?
- 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
What is the purpose of Event Management?
Detects and evaluates changes of state for CIs or IT services to determine their significance and then take appropriate actions.
What is a Business Service Catalog?
A Business Service Catalog contains the services delivered to the customer and visible by the customer.
What are the four Service Operations functions?
The four Service Operations functions are:
- Service Desk
- Technical Management
- IT Operations Mangement
- Applications Management
What is the purpose of Supplier Management?
Manages suppliers and their servies to provide seamless IT service quality, ensuring value for money.
When should you produce a Service Design Package?
The Service Design Package is produced for:
- New IT services
- Major changes to a service
- IT service retirement
What is the purpose of a multi-level SLA?
A multi-level SLA contains a combination of service, customer, and corporate SLAs
A Service Level Agreement is between…
A Service Level Agreement is between a IT service provider and customers.
What is the purpose of Seven Step Improvement?
Identifies and implements improvements throughout the service lifecycle.
What are the two types of incident escalation?
The two types of incident escalation are:
- Functional
- Hierarchical
What do Service Assets consist of?
Service Assests consist of capabilities and resources.
What is the purpose of Change Management?
Responds to changing business requirements and controls changes throughout the lifecycle wihile minimizing incidents and business disruptions.
What are the three SLA structures?
The three SLA structures are:
- Service-based
- Customer-based
- Multi-level
What does Resilience mean?
Resilience is the ability to remain operational despite failure.
What are the types of customers?
- Internal
- External
What is the purpose of Business Relationship Mangement?
Ensures the service provider understands the business requirements of the customer and is able to provide services that meet those needs.
What is the difference between a functional and a hierarchical escalation?
A functional escalation is an escalation based on technical knowledge or access.
A hierarchical escalation is an escalation based on a management decision.
What is the purpose of Knowledge Management?
Gathers, analyzes, stores and shares IT knowledge and information within an organization.
An Operational Level Agreement is between…
An Operational Level Agreement is between internal IT functional departments.
What is the purpose of Request Fulfillment?
Handles the service requests from the users
What are the three types of event significance?
The three types of event significance are:
- Informational
- Warning
- Exception
What is Service Availability?
Service availability is an end-to-end measurement of the service
What are the three types of metrics?
The three types of metrics are:
- Service
- Technology
- Process
What is the purpose of Release and Deployment?
Build, tests, and deploys services into the controlled environment that meet the stakeholders requirement and objectives.
What is the purpose of Design Coordination?
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.
What is the purpose Acess Management?
Grants authorized users the right to use an IT service, data, or other asset and prevents access by unauthorized users.
What are the types of service providers?
- Type 1 - Internal
- Type 2 - Shared Services
- Type 3 - External
What is the purpose of Continual Service Improvement?
To create and maintain business value through better service design, transition, & operation.
What are the three service classifications?
- Core services
- Enabling services
- Enhancing services
What is the purpose of IT Service Continutity Management?
Ensures required IT technical and service facilities can be recovered within agreed business timescales in the event of a major disruption
What are the five Capabilities that make up Service Assets?
The five Capabilities that make up Service Assets are:
- Management
- Organization
- Processess
- Knowledge
- Experience
What does Responsible mean in the RACI model?
Correct execution of process or activity
An Underpinning Contract is between…
An Underpinning Contract is between an IT service provider and an external supplier.
What are the contents of a Service Design Package?
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
What are the two sub-functions of IT Operations Management?
The two sub-funcitons of IT Operations Management are:
- Operations Control
- Facilities Managment
What are the types of services?
- Internal customer-facing services
- External customer-facing services
- Supporting services
What are the characteristics of a Virtual Service Desk structure?
- Geographically ambigious
- Mimics a central service desk via a shared virtual tool.
What is the purpose of Incident Management?
Restores normal service operation as quickly as possible to minimize business impact and maintain service quality and availability.
What does C.I.A. stand for?
C.I.A stands for:
- Confidentiality
- Integrity
- Availability
What is a Retail Catalog?
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.
A cold stand-by of approximately 72 hours is also called a _______ .
Gradual Recovery
A hot stand-by that can be immediate is also called a _______ .
Immediate Recovery
Who are the key stakeholders in IT Service Management?
Organization, service providers, customers, consumers, users, partners, employees, shareholders, owners, suppliers.
What are the sections of the Service Portfolio?
- Service pipeline
- Service catalog
- Retired services
What is the purpose of a service-based SLA?
A service-based SLA covers one service for all of the customers of that service.
What is the purpose of Service Catalog Management?
Creates and manages an accurate service catalog that provides a single source of information for all live and transitioning services.
What is the purpose of Service Strategy?
To design, develop, and implement Service Management.
What are the three types of changes in the Change Mangement control process?
The three types of changes in the Change Management control process are:
- Normal
- Standard
- Emergency
What does Maintainability mean?
Maintainability is the ability to maintain in operational condition.
What is a Technical Service Catalog?
A Technical Service Catalog contains supporting services and CIs used to provide the service. (Is not visible to the customer)
What are the 5 documents from Service Level Management?
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)
What are the four primary roles?
- Process Owner
- Process Manager
- Process Practitioner
- Service Owner
What does Reliability mean?
Reliability is the ability to remain operational without failure.
What processes make up Service Design?
- Design Coordination
- Service Catalog Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
What is a Critical Success Factor?
A Critical Success Factor is something that must happen if a process, project, plan, or IT service is to succeed.
IT Service Management is performed by a mix of what?
- People
- Process
- Technology
What are the characteristics of a Follow the Sun Service Desk structure?
- Geographically dispersed
- Can provide regional support for time zones
- Allows 24/7 across multiple locations
What are the levels of Capacity Management?
The three levels of Capacity Management are:
- Business Capacity Management (BCM)
- Service Capacity Management (SCM)
- Component Capacity Management (CCM)
What are the characteristics of a Centralized Service Desk structure?
- Single location
- Improved efficency
- Improved cost-effectiveness
What processes make up Continual Servie Improvement?
- 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
What are the parts of the Deming Cycle of Continuous Improvement?
The Deming Cycle of Continuous Improvement are:
- Plan
- Do
- Check
- Act
What does SKMS stand for?
Service Knowledge Management System
What is the method for understanding service demand?
Patterns of Business Activity (PBA)
What are the five Service Desk structures?
The five Service Desk structures are:
- Local
- Centralized
- Virtual
- Follow the sun
- Specialized
How can you measure availability?
To measure availability, focus on the following to areas:
- Service availability
- Component availability
What are Service Lifecycle Stages?
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
What is the purpose of a customer-based SLA?
A customer-based SLA covers an individual customer group, covering all the service that they use.
What are the reasons for ITIL’s global acceptance?
- Vendor neutral
- Non-perscriptive
- Best practice
What is the definition of a customer?
The person who pays the bills and is authorized to negotiate for services provided by IT.
What is the definition of best practice?
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
What are the five Resources that make us Service Assets?
The five Resources that make up Service Assets are:
- Financial Capital
- Infrastructure
- Applications
- Information
- People
What is the purpose of Service Design?
To design and develop services and service management processes.
What is the purpose of Availability Management?
Ensures the level of service availability matches or exceeds agreed business needs.
Draw or describe the U + W = Value diagram
Utility (fit for purpose) + Warrenty (fit for use) = Value (business outcomes as seen through the filter of customer perceptions)
See attached diagram
What is the purpose of Financial Management?
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
What are the options for IT Service Continuity Management recovery?
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)
