ITIL Brain Dump Flashcards
Key concepts and definitions - define Outcome
a result for a stakeholder enabled by one or more outputs
What is the acronym for the 4 dimensions
VOIP
What does the V mean in the voip acronym
Value Streams and processes
What does the o mean in the voip acronym
Organizations and People
What does the I mean in the voip acronym
Information and Technology
What does the p mean in the voip acronym
Partners and Suppliers
What does the p mean in the PESTLE acronym
Political
PESTLE is about ______ factors
External factors
What does the first e mean in the PESTLE acronym
Economical
What does the s mean in the PESTLE acronym
Social
What does the t mean in the PESTLE acronym
Technological
What does the L mean in the PESTLE acronym
Legal
What does the second e mean in the PESTLE acronym
Environmental
The guiding principles can be used for any industry for any company even for implementation of ITIL 4 itself
T or F
True
Guiding principles are what?
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
the service value chain is part of the service value system
true or false
true
What does the service value do?
It transforms demand to actual value
What is the acronym to help you remember the activities in the service value chain? PIE___
PIEDOD
What does the P mean in the PIEDOD acronym
Plan
Ensures Shared understanding of vision, current status and direction
What does the I mean in the PIEDOD acronym
Improvement
Continual improvement of products and services
What does the E mean in the PIEDOD acronym
Engage
Understanding stakeholders needs and demands
What does the first D mean in the PIEDOD acronym
Design and transition
Make sure that services meet stakeholder needs
What does the O mean in the PIEDOD acronym
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.
What does the second D mean in the PIEDOD acronym
Deliver and Support
Ensure SLA confirm delivery
ITIl v4 calls SOP’s ____ instead
Value Streams
What IS ITIL
The IT Infrastructure Library (ITIL) is an IT service management framework that outlines best practices for delivering IT services.
what does the acronym ITIL mean
Information Technology Infrastructure Library
What does the acronym piedod stand for?
Acronym – PIEDOD – plan, improve, engage, design and transition, obtain/build, Deliver and Support)
What is the definition of a PRACTICE
A practice is a set of organizational resources designed to perform work or accomplish an objective
PIEDOD, PESTLE, VOIP
___ is the externals
___ is the service value chain
___ is the 4 dimensions
PESTLE is the externals
PIEDOD is service value chain
VOIP is the 4 dimentions
What is the acronym to remember the ITIL Service Value Chain
PIEDOD
What is the acronym to remember the externals
PESTLE
What is the acronym to remember the 4 dimensions
VOIP
