ITIL Flashcards
____ are units of organizations specialized to perform certain types of work and are responsible for specific outcomes.
What are Functions?
What is Service Lifestyle?
ITIL Core is built around a
What are the 5 core books of ITIL service lifecycle?
Service Design, Service Strategy, Service Transition, Service Operation, Continual Service Improvement
What is use?
Warranty is defined as fitness for ___.
What is Service Level Agreement (SLA)?
An agreement between a service provider and customer.
What is Service Strategy?
This is the first of 5 ITIL core book.
What is Service Transition?
This is the next core book after Service Design.
What is close?
Change management takes these steps dealing with a request for change…. Review change, plan updates, assess and evaluate change, record request for change, record request, _____ change, coordinate implementation, review request for change, authorize updates.
What are Processes?
There are 20 of these ___ in ITIL. They are a structured set of activities designed to accomplish a specific objective.
What is Operational Level Agreement (OLA)?
This is an agreement between a service provider and other internal units.
What is Service Operation?
The Configuration Management process falls in this main ITIL Service Lifestyle phase/book.
What is measure?
This is probably one of Mike Hoyt’s favorite quotes… “If you can’t _____ it, then you can’t manage it.”
What is processes?
STAMP stands for…. service Solutions service management systems and Tools technology Architectures Measurement systems and metrics and ________
What is a Service Desk?
This function takes care of receipt and logging of user calls, keeping users informed of progress, first line investigation and diagnosis.
What is Service Catalog?
A ___ ____ holds services that are live or transitioning.
What is a business case?
A _____ ____ articulates the reason for undertaking an improvement initiative along with the costs, benefits and risks.
What is a change management?
80% of incidents are caused by _____ management.
What is Service Transition?
This phase of the service lifestyle ensures that the service can be managed, operated and supported in accordance with the requirements and constraints specified within Service Design.
What is the RACI model?
This model is used to define roles and responsibilities.
What is value?
A service is a means of delivering ___ to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
What is demand?
Understanding patterns of business of business activity and user profiles describes ____ management.
What is an Incident?
When a user contacts the Service Desk about slow performance of an application it is known as an ____.
What is mean time between failures?
MTBF stands for…
What is Service Improvement Plan (SIP)?
This addresses service quality service issues.
