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ITIL Foundation > ITIL Basics > Flashcards

ITIL Basics Flashcards

1
Q

What does ITIL stand for?

A

Information Technology Infrastructure Library

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2
Q

When and Where did ITIL Begin?

A

1980s UK

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3
Q

Every Organization is a ___________

A

Service Organization

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4
Q

What is Service Management?

A

Service Management is a set of specialized organizational capabilities for enabling value for customers in the form of services.

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5
Q

Service?

A

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

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6
Q

Who are Service Consumers?

A

Customer
User
Sponsor

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7
Q

What is a Customer?

A

A person who defines the requirements for a service and takes responsibility for the outcomes of services consumption

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8
Q

What is a User?

A

A person who uses the service

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9
Q

What is a Sponsor?

A

A person who authorizes budget for service consumption

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10
Q

Who are additional Stakeholders?

A 
Service Provider
Service Provider Employees
Society and community
Charity Organizations
Shareholders
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11
Q

What is Value?

A

The perceived benefits, usefulness and importance of something

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12
Q

How is Value Co-Created?

A

Involves multiple stakeholders and is subject to the perception of the stakeholder

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13
Q

What are the two types of Cost?

A

Imposed costs

Removed Costs

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14
Q

Imposed costs?

A

The monthly charge for internet, passed on to consumer

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15
Q

Removed Costs?

A

costs removed from consumer, not passed on to consumer

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16
Q

What are the types of risks?

A

Removed Risks

Imposed Risk

17
Q

Removed Risks?

A

removed from consumer by the service offering

18
Q

imposed risks?

A

like a security breach by provider

19
Q

How should risks be handled?

A

Risks should be managed and end users should be educated properly of the risks

20
Q

What is utility?

A

Fit for purpose

21
Q

What is Warranty?

A

Fit for use

22
Q

What is Service Relationship?

A

A cooperation between a service provider and service consumer.

23
Q

Basics of Service Relationships?

A

Service Provision
Service Consumption
Service Relationship Management

24
Q

What is a Guiding Principle in ITIL 4?

A

a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies or structures. Universal and Enduring

25
Q

What are the 7 Guiding Principles - ITIL 4?

A
  1. Focus on Value
  2. Start where you are
  3. Progress iteratively with feedback
  4. Collaborate and promote visibility
  5. Think and work holistically
  6. Keep it simple and practical
  7. Optimize and automate
26
Q

Focus on the value?

A
  • Understand and identify the service consumer
  • understand the consumers perspective of user
  • map value to intended outcomes, which change over time
  • understand the customer experience
27
Q

Start Where you are?

A
  • look at what exists
  • determine if successful practices/services can be replicated
  • apply risk mangement skills in decision making
  • recognize that you might need to start fresh
28
Q

Progress Iteratively with Feedback?

A
  • Comprehend the whole but do something
  • the ecosystem is constantly changing, use feedback
  • fast does not mean incomplete
29
Q

Collaborate and Promote Visibility?

A
  • Collaboration does not mean consensus
  • communicate in a way the audience can hear
  • Decision can only be made on visible data
30
Q

Think and Work Holistically?

A
  • Recognize the complexity of the systems
  • Collaboration is key to working holistically
  • look for patterns between system elements when possible
  • Automation can facilitate holistic work
31
Q

Keep it simple and practical?

A
  • Ensure Value
  • simplicity is the ultimate sophistication
  • Do fewer things but do them better
  • Respect the time of the people involved
  • Easier to understand, easier to adopt
32
Q

Optimize & Automate?

A
  • Simplify and or optimize before automating
  • Define your metrics
  • Understand and agree to the context for the optimization
33
Q

What do the Guiding Principles help with?

A

Value Co-Creation

ITIL Foundation (1 decks)

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