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ITIL > ITIL Brain Dump > Flashcards

ITIL Brain Dump Flashcards

1
Q

Key concepts and definitions - define Outcome

A

a result for a stakeholder enabled by one or more outputs

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2
Q

What is the acronym for the 4 dimensions

A

VOIP

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3
Q

What does the V mean in the voip acronym

A

Value Streams and processes

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4
Q

What does the o mean in the voip acronym

A

Organizations and People

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5
Q

What does the I mean in the voip acronym

A

Information and Technology

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6
Q

What does the p mean in the voip acronym

A

Partners and Suppliers

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7
Q

What does the p mean in the PESTLE acronym

A

Political

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8
Q

PESTLE is about ______ factors

A

External factors

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9
Q

What does the first e mean in the PESTLE acronym

A

Economical

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10
Q

What does the s mean in the PESTLE acronym

A

Social

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11
Q

What does the t mean in the PESTLE acronym

A

Technological

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12
Q

What does the L mean in the PESTLE acronym

A

Legal

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13
Q

What does the second e mean in the PESTLE acronym

A

Environmental

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14
Q

The guiding principles can be used for any industry for any company even for implementation of ITIL 4 itself

T or F

A

True

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15
Q

Guiding principles are what?

A

Focus on Value

Start where you are

Progress Iteratively with feedback

Collaborate and promote visibility

Think and work Holistically

Keep is simple and practical

Optimize and automate

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16
Q

the service value chain is part of the service value system

true or false

A

true

17
Q

What does the service value do?

A

It transforms demand to actual value

18
Q

What is the acronym to help you remember the activities in the service value chain? PIE___

A

PIEDOD

19
Q

What does the P mean in the PIEDOD acronym

A

Plan

Ensures Shared understanding of vision, current status and direction

20
Q

What does the I mean in the PIEDOD acronym

A

Improvement

Continual improvement of products and services

21
Q

What does the E mean in the PIEDOD acronym

A

Engage

Understanding stakeholders needs and demands

22
Q

What does the first D mean in the PIEDOD acronym

A

Design and transition

Make sure that services meet stakeholder needs

23
Q

What does the O mean in the PIEDOD acronym

A

Obtain and build

ensure components are available when needed - hardware, licenses, software

building a service desk - would need people, headsets, pc’s, heldpdesk software etc.

24
Q

What does the second D mean in the PIEDOD acronym

A

Deliver and Support

Ensure SLA confirm delivery

25
Q

ITIl v4 calls SOP’s ____ instead

A

Value Streams

26
Q

What IS ITIL

A

The IT Infrastructure Library (ITIL) is an IT service management framework that outlines best practices for delivering IT services.

27
Q

what does the acronym ITIL mean

A

Information Technology Infrastructure Library

28
Q

What does the acronym piedod stand for?

A

Acronym – PIEDOD – plan, improve, engage, design and transition, obtain/build, Deliver and Support)

29
Q

What is the definition of a PRACTICE

A

A practice is a set of organizational resources designed to perform work or accomplish an objective

30
Q

PIEDOD, PESTLE, VOIP

___ is the externals

___ is the service value chain

___ is the 4 dimensions

A

PESTLE is the externals

PIEDOD is service value chain

VOIP is the 4 dimentions

31
Q

What is the acronym to remember the ITIL Service Value Chain

A

PIEDOD

32
Q

What is the acronym to remember the externals

A

PESTLE

33
Q

What is the acronym to remember the 4 dimensions

A

VOIP

ITIL (1 decks)

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