General Tips and Overview/Intro

Question 1

What is a system?

Answer 1

Collection of databases and tools to work with those DBs.

Question 2

What is a key word to look for if unsure?

Answer 2

VALUE

Question 3

What does bespoken solution mean?

Answer 3

custom built, made in house, made to order…

Question 4

What 3 reasons make ITIL successful?

Answer 4

Vendor neutral: applicable to any org
Scalable: not based on any specific tech, platform or industry
Non-prescriptive: useful in all types of service orgs and providers.

Question 5

Best practices definition?

Answer 5

A method that has proven itself in successful life.

Question 6

Why is ITIL successful?

Answer 6

vendor neutral, non-prescriptive, scalable.

Question 7

ITIL definition of Service?

Answer 7

A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.

Question 8

What are the two types of customers?

Answer 8

Internal & External.

Question 9

Three main stakeholders (besides service provider)?

Answer 9

Customers, Users, Suppliers.

Question 10

Difference between users and customers?

Answer 10

Customers execute the SLA or buy the IT goods. Users are who request and consume IT services.

Question 11

ITIL Value definition?

Answer 11

The combination of utility and warranty that produces a positive effect.

Question 12

ITIL Definition of Utility (value)?

Answer 12

The actual visible benefit of a service to meet a particular need. It is described as “fitness for purpose”.

Question 13

ITIL definition of Warranty (value)?

Answer 13

The assurance that a service will meet the customer’s requirements of it. Described as “fitness for use”.

Question 14

Describe 3 types of Service Providers?

Answer 14

I - internal service that is embedded within a business unit.
II - Shared services unit that provides several business units with service.
III - External service provider that is concerned with providing IT to customers outside the company.

Question 15

What are the 3 types of services?

Answer 15

Core: minimum features expected by customer.
Enhancing: next gen, adds excitement
Enabling: allows core/enhancing to work.

Question 16

What are the two main types of service assets?

Answer 16

Capabilities and Resources.
C: MGMT, Org, Processes, Knowledge, People
R: Capital, Infrastructure, Apps, Information, People

Question 17

ITIL definition of Process?

Answer 17

A set of activities that are used to accomplish an objective.

Question 18

4 things every process must contain?

Answer 18

Trigger
Deliver Output
To customer
Measurable

Question 19

ITIL Definition Process Model?

Answer 19

Visual representation of the workflow and decision-making that occurs within a process.

Question 20

ITIL Definiition of Governance?

Answer 20

A way of ensuring that policies and strategies are implemented, and that required processes are followed correctly.

Question 21

Describe RACI Model

Answer 21

Responsible, Accountable, Consulted, and Informed.

Question 22

ITIL definition of Functions

Answer 22

A TEAM or group of people AND THE TOOLS THEY USE to carry out one or more processes or activities.

Question 23

5 Phases of service life cycle?

Answer 23

Service Strategy, Service Design, Service Transition, Service Operation, & Continual Service Improvement.

Question 24

elevator pitch for Service Strategy?

Answer 24

This is the overall strategic planning of the IT service, taking into account financial planning and defining value to customer. “requirements”

Question 25

Elevator pitch for Service Design?

Answer 25

This is the design and development of services, service mgmt, and related processes. Typically starts when a customer requests a new or changed service.

Question 26

Elevator pitch for Service Transition?

Answer 26

Bridges gap between design and operation, this where you build, test, and deploy service before going live. You utilize many processes, systems, and functions.

Question 27

Elevator pitch for Service Operation?

Answer 27

Where customers first see value of the service as it’s turned over to them, Has it’s own processes and functions to provide the service at the agreed-upon level.

Question 28

Elevator pitch for Continual Service Improvement?

Answer 28

This can and should be applied anywhere in the life cycle. Uses measurements to identify strengths and weaknesses and is focused on making improvements throughout the life cycle.

Question 29

What is complementary guidance?

Answer 29

Blogs/articles how to implement…how other companies have done it, how does it relate to standards (PMP…)

Question 30

What must utility do?

Answer 30

improve performance or reduce constraints

Question 31

4 aspects of warranty?

Answer 31

Availability AND Capacity AND Security AND DR