EX0-101 Deck 1 Flashcards
What is ITIL?
ITIL is made up of a collection of “best practices” found across the range of IT service providers.
What does ITIL offer?
A systematic approach to the delivery of quality IT services.
What are the four ITIL qualification levels?
Foundation Level
Intermediate Level
ITIL Expert
ITIL Master
What is IT Governance
IT Governance consists of a comprehensive framework of structures, processes and relational mechanisims
What is an IT Governance Structure?
Structures involved the existence of responsible functions such as IT executives and accounts, and a diversity of IT Committees.
What is an IT Governance Process?
Processes refer to strategic IT decision-making and monitoring
What is an IT Governance Relational Mechanism?
Relational mechanisms include business/IT participation and partnerships, strategic dialogue and shared learning.
What is the Kaizen Principle?
Improvement works best in smaller steps
What is CMMI?
Capability Maturity Model Integration
What are the two levels of CMMI?
Staged and Continuous
How does Continuous CMMI work?
Improvement is measured using capability levels and maturity is measured for a particular process across an organization.
How does Staged CMMI work?
Improvement is measured using maturity levels for a set of processes across an organization.
What are the five maturity levels of CMMI?
1) Initial
2) Managed
3) Defined
4) Quantitatively managed
5) Optimizing
In CMMI, describe the initial level
Processes are ad hoc and chaotic
In CMMI, describe the managed level
The projects of the organization have ensured that processes are planned and executed in accordance with policy
In CMMI, describe the defined level
Processes are well characterized and understood, and are described in standards, procedures, tools and methods
In CMMI, describe the quantitativley managed level
The organization and projects establish quantitative objectives for quality and process performance, and use them as criteria in managing process
In CMMI, describe the optimizing level
Focuses on continually improving process performance through incremental and innovative process and technological improvements.
What are the customer / user benefits of ITSM frameworks?
1) The provision of IT services becomes more customer-focused and agreements about service quality improve the relationship
2) The services are described better, in customer language, and in more appropriate detail
3) Management of service quality, availability, reliability and service costs is improved
4) Communication with the IT organization is improved by agreeing on the points of contact
What are the IT organization benefits of ITSM frameworks?
1) The IT organization develops a clearer structure, becomes more efficient and is more focused on the corporate objectives.
