Foundation Flashcards
Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are _______ IT.
dependent on
Who developed ITIL?
The U.K. government
Complete the sentence by filling in the missing word: ITIL is a framework of common best practices that provide ___________for customers.
value
Complete the sentence by filling in the missing word: Service management provides a standardized approach that ensures ______for IT delivery.
best practices
Which service lifecycle stage is considered to be the core of the lifecycle?
Strategy
A person who uses an IT service on a daily basis is known as what?
A user.
A set of responsibilities, activities, or authorities assigned to a person or team is known as what?
A role.
The role responsible for ensuring a process is carried out correctly is known as what?
Process owner
True or false:
All processes share a common set of characteristics.
True
True or false:
The RACI matrix is used to understand the allocation of roles and responsibilities for an activity.
True
“How do we truly create value for our customers?” is a question answered by which lifecycle stage?
Service strategy
“How can we make a case for strategic investment?” is a question answered by which lifecycle stage?
Service strategy
“How do we resolve conflicting demands for resource?” is a question answered by which lifecycle stage?
Service strategy
“What services should we be offering and to whom?” is a question answered by which lifecycle stage?
Service strategy
Utility is defined as what?
Fit for purpose
Warranty is defined as what?
Fit for use
Warranty requires assurance of which areas?
Availability, capacity, security, and continuity
True or false:
A service asset is defined as any resource or capability of a service provider.
True
Service pipeline, service catalog, and retired services are elements of which service management tool?
Service portfolio
True or false:
Demand management considers the patterns of business activity to understand demand for services.
True
True or false: Demand management may provide techniques for influencing demand for services.
True
What is the technique called differential charging used for as part of financial management?
Influencing user behavior
True or false: Measurement and metrics are part of the five major aspects of service design.
True
True or false: People, process, products, and partners are four principles used to manage strategic outcomes.
False
True or false: Service management systems and tools are part of the five key aspects of service design.
True
True or false: Service design is solely concerned with the day-to-day enhancements and changes to service.
False
True or false: Service design is free to design according to the technical needs of the IT department.
False
A written agreement between customers and IT service providers is known as what?
SLA
Service Level Agreement
Complete the sentence by filling in the missing word: A legally binding agreement between IT service provider and a third party is called a supplier____________.
contract
An organization providing services to one or more internal or external customers is called what?
IT service provider
An underpinning agreement between IT service providers and another part of the same organization that assists with the provision of services is called what?
OLA
Operational Level agreement
True or false: A supplier is a third party responsible for supplying goods or services that are required to deliver IT services.
True
Service description, service availability, and service review schedules are all terms you would expect to find documented in which type of agreement?
Service-level agreement
True or false: An SLA is a documented agreement between the customer and the IT service provider. It must be signed by both parties.
True
Service monitoring, conducting service reviews, and managing customer complaints are all part of the responsibilities of which role?
Service-level manager
