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ITIL > ITIL > Flashcards

ITIL Flashcards

1
Q

ITSM

A

IT service management

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2
Q

ITIL

A

Information Technology Infrastructure Library

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3
Q

4 Dimensions/perspectives or Factors Critical to Successful Value Delivery - These are the 4 resources

A

1) Organization and People
2) Information and Technology
3)Partners and Suppliers
4) Value Stream and Processes

4 Ps - People , Products, Partners, Processes

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4
Q

IT organization assess cost and impact and risks associated with what for each part of the SVS

A

4 D

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5
Q

ITIL framework built around a model called

A

Service Value System (SVS)

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6
Q

7 Principles

A

Start where you are
Think of work holistically
Optimize and automate
Progress Iteratively with feedback
Keep it simple and practice
Focus on Value
Collaborate and promote visibility

STOP KFC

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7
Q

Service

A

A way for the organization to create value for themselves and customers. Almost all services are IT enabled

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8
Q

Service Value Chain has 6 Step model - AKA IT lifecycle

A

This creates value

1) Plan
2) Engage
3) Design and Transition
4) Procurement/Building
5) Deliver and support
6) Improve

PED PID

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9
Q

5 parts of the SVS

A

Principles
Governance
Service Value Chain
Practices
Continuous Improvement

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10
Q

Governance

A

Means by which an organization is directed and controlled. Effective corp gov drives IT org to max value creation while minimizing cost and mitigating risks

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11
Q

Practices

A

Organization resources that can help accomplish an objective

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12
Q

3 Categories of Management practices

A

General (14)
Service(17)
Technical (3)

34

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13
Q

Service Management

A

Set of specialized organizational capability for enabling value for customers in the form of services

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14
Q

Value

A
  • perceived benefits, usefulness and important of somethings
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15
Q

Organization

A

Person/group that has its own functions with responsibilities - to achieve its obj - can vary in size and complexity and be 1+ people

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16
Q

Service consumer

A

when receiving services

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17
Q

Sponsor

A

Authorizes budget for service consumption

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18
Q

Customer

A

Defines req for a service

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19
Q

User

A

The role that uses a service

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20
Q

Product

A

a configuration of an org resources designed to offer value for a consumer

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21
Q

Service offering

A

1 or more services to meet needs of target consumer grp

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22
Q

Service relationship

A

coop between provider and consumer

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23
Q

Service relationships are valuable when

A

have more possitive effects than negative

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24
Q

Costs

A

Amount $ spent on activity/resource

25
Q

Two tyes of costs

A

Cost removed - from consumer by a service - eg managed office
Cost impacted - on consumer (eg staff training)

26
Q

Risk

A

Possible event that could cause harm/make it diff to reach obj

27
Q

2 types of risk

A

Risk removed - from consumer - eg cloud - so no need for hardware
Risk imposed - to consumer - eg security breach

28
Q

Utility

A

Functionality offered by product or service to meet a particular need - what a service does

29
Q

Warranty

A

assurance that service will meet agreed req

30
Q

Each of the 4 D affected by multiple factors

A

6 PESTLE
Political
Economical
Social
Technology
Legal
Environment

31
Q

Value Stream

A

Series of steps org use to create and deliver product/services to consumers

32
Q

Process

A

Set of act that transforms input to output

33
Q

Org agility

A

adapt to internal changes

34
Q

Org resilience

A

anticipate for ext changes

35
Q

Governance is realized through 3 activities

A

Evaluate
Direct
Monitor

36
Q

To do service management need to understand 3 things

A

Nature of value
Nature and scope of stakeholder
How value creation is enabled through services

37
Q

3 types of service offerings

A

Goods to be supplied -consumer attains ownership and respons (phone)
Access to resources -consumer received controlled access - access to mobile network
Service actions performed -provider fufil needs of consumer - eg user support

38
Q

3 parts of info security management

A

Prevention - ensure security events don’t occur
Detection - detect incidents that can’t be prevented
Correction - recover from incidents after detected

39
Q

3 points that we should evaluate and select suppliers based on

A

Importance and impact - value of service to business provided by supplier
Risk - risks assoc with using service
Cost - cost of service and its provision

40
Q

5 purposes of IT asset management

A

Max value
Control costs
Manage risks
Support decisionmaking about purchase/retirement of assets
Meet regulatory and contractual req

41
Q

IT asset

A

Any valuable component that can contribute to the delivery of an IT prod or service

42
Q

scope of IT asset management can include

A

software, hardware, networking, cloud services and client services

43
Q

ITAM

A

ITAM - sub practice - looking at management of IT lifecylces

44
Q

Software asset management (SAM)

A

infrastructure and process necess for effective management of software assets

45
Q

Event

A

Change in state with significance for management of service/configurable item (CI)

46
Q

types of events

A

Informational - successful tasks
Warning - when device reaching limit
Exception - error given off when system acts abnormally

47
Q

Incident

A

Unplanned interruption to a service or reduction in quality

48
Q

3 phases of problem management

A

Prob Identification- identify and log problem
Prob control -prob analysi and workarounds
Error control -manage known errors

49
Q

3 types of change

A

Standard change - low risk pre authorized changes (eg service requests)
Normal change - changes that need to be scheduled and authorized - need to go through entire change management process - eg website change - change board
Emergency change - need to be implemented as soon as possible

50
Q

Change authority

A

Person or group that authorizes the change

51
Q

Configurable item

A

Any component that needs to be managed in order to deliver an IT service

vs IT asset - same but has financial value

52
Q

Config management system

A

Set of tools and info used to support config management

53
Q

Release

A

Version of a service/CI or collection of CI that is made available for use. Can be small or large

54
Q

Request

A

Req from user that initiates a service action

55
Q

Service level

A

One/more metrics that define expected/achieved service quality

56
Q

Service level agreement

A

Documented agreement between a service provider and customer that identifies services req and expected level of service

57
Q

Resources to identify service level management

A

customer engagement and feedback
operational metrics
business metrics

58
Q

4 types of deployment

A

Phased - parts deployed to parts of an office at a time
Continuous - components are integrated and test and deployed just when they are needed - opportunity for customer feedback loops
Big bang - components deployed to all targets at one time
Pull - new /changed software available in a repository and customers choose

59
Q

Relationship between
events, changes, problem management

A

Problem management - identify known issues - > reults in known events (identify, analyze and control)

Events- changes in CI - 3 types - info, warning, exceptions - which are incidents

Events and incidents can result in changes that can be
Std, normal, emergency

ITIL (2 decks)

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