Information and Technology Flashcards
What is the Information and Technology dimension in ITIL 4?
a) The component of service management that includes the information, knowledge, and technologies required for managing services.
b) Mnemonic: “IT’s the BRAIN” (Information Technology is the Brain Retaining And Implementing Necessary knowledge)
c) This mnemonic reminds you that the I&T dimension is like the brain of service management, storing and using essential information and tools.
Name three types of technologies that support service management.
a) Workflow management systems, knowledge bases, and inventory systems.
b) Mnemonic: “WiKi IS” (Workflow, Knowledge, Inventory Systems)
c) This acronym helps you remember three key technology types used in service management.
How does the Information and Technology dimension create value for customers?
a) By managing and providing accurate, timely, and relevant information while ensuring data security and privacy.
b) Mnemonic: “STAR Value” (Secure, Timely, Accurate, Relevant information creates Value)
c) This acronym reminds you of the key aspects of information that create value for customers.
What are two major considerations when choosing technology for a service?
a) Compatibility with current architecture and alignment with organizational strategy.
b) Mnemonic: “CAT Strategy” (Compatibility with Architecture and Technology aligns with Strategy)
c) This mnemonic helps you remember two crucial factors in technology selection.
What is a key challenge in information management related to personal data?
a) Compliance with data protection regulations like GDPR.
b) Mnemonic: “GDPR: Guard Data, Protect Rights”
c) This phrase helps you remember the purpose and importance of data protection regulations.
How do technological advancements impact service management?
a) They facilitate service delivery and provide a competitive edge to early adopters.
b) Mnemonic: “FACE IT” (Facilitate And Compete with Emerging Information Technology)
c) This acronym reminds you of the dual impact of new technologies on service management.
What should organizations consider about information in service management?
a) What information is managed, what supporting information is needed, and how it will be protected, managed, archived, and disposed of.
b) Mnemonic: “MAPS for Info” (Manage, Archive, Protect, Support Information)
c) This acronym helps you remember the key considerations for information management.
How does the Information and Technology dimension relate to other ITIL 4 dimensions?
a) It interacts with all other dimensions to create and deliver value in the Service Value System.
b) Mnemonic: “IT Connects OOPS” (Information Technology Connects Organizations, People, Partners, Suppliers)
c) This phrase reminds you that I&T links all other dimensions in the ITIL framework.
