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ITIL Foundations > ITIL Foundations - Full Review > Flashcards

ITIL Foundations - Full Review Flashcards

1
Q

Service

A

Means of delivering value to customers by facilitating outcomes they desire

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2
Q

Service Management

A

Set of specialized organizational capabilities for providing value to customers through the provision of service

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3
Q

ITIL

A

Set of best practice guidance for IT service management

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4
Q

Function

A

Distinct sub-unit within an organization and the tools they use to carry out processes and activities

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5
Q

Role

A

Set of responsibilities and activities granted to a group or individual.

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6
Q

Process

A

Structured set of activities designed to accomplish a given objective.

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7
Q

Improvement

A

Measurable increase of a desirable metric or decrease of an undersirable metric.

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8
Q

Benefit

A

Gains realized as a result of an improvement.

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9
Q

Baseline

A

Benchmark against which future work performance is measured

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10
Q

Snapshot

A

Current state of a configuration as captured by a discovery tool.

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11
Q

Capabilities

A

Intangible assets of the organizations (e.g. people, processes, knowledge).

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12
Q

Resources

A

Tangible assets of the organization (e.g. PPE, cash, other assets used to deliver services)

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13
Q

Core Services

A

IT services that delivers the outcomes that customers need or desire

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14
Q

Supporting Service

A

IT services that enable or support Core Services

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15
Q

VOI

A

Value of Investment. Concerns measurement of non-monetary benefits of a decision.

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16
Q

Service Provider

A

Organization that supplies services to customers. Three types: internal, external, shared.

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17
Q

Process Owner

A

Oversees design, documentation, and performance of a process over time and takes steps to ensure that optimal outcomes are achieved.

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18
Q

Service Owner

A

Responsible for the initiation, transition, and ongoing maintenance of a service over its lifecycle.

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19
Q

Utility

A

Fitness for purpose.

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20
Q

Warranty

A

Fitness for use.

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21
Q

Event

A

Notifications created by a service or CI signaling the need for some type of action. Three types: exception, warning, and informative.

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22
Q

Alert

A

Triggers the event.

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23
Q

Incident

A

Unplanned interruption (or reduction in quality) of IT services.

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24
Q

Timescales

A

Timeframes for each stage of an incident, given the provisions of the SLA and immediate priorities.

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25
Q

Model

A

Refers to a standard method or template. Used for incidents, problems, requests, changes, releases, deployments and services.

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26
Q

Problem

A

Unknown cause of incident

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27
Q

Known Error

A

Known root cause of problem for which a workaround has been developed

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28
Q

Workaround

A

Temporary fix to an incident or problem, or method that allows customer to no long rely on the failed portion of the infrastructure

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29
Q

Service Request

A

Request from a user concerning the need for information, advice, or a standard change.

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30
Q

Access

A

The level and extent of a service’s functionality to which a user is entitled

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31
Q

Identity

A

User information that distinguishes them as an individual.

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32
Q

Rights

A

Priveleges granted through access. Include read, write, execute, change and delete.

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33
Q

Service Measurement

A

Ability to predict and report service performance against predetermined targets.

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34
Q

Service Manager

A

Manages the development, implementation, evaluation and management of new and existing products and services.

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35
Q

Service Package

A

Detailed description of a service. Includes Service Level Package (SLP), core services provided, and support services provided.

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36
Q

Service Level Package (SLP)

A

Defined level of utility and warranty for a service package.

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37
Q

Key Functions

A

Operations Management (includes operations control and facilities management)
Application Management
Technical Management
Service Desk

OATS””

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38
Q

Priority

A

Impact + Urgency

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39
Q

Types of Service Providers

A

Internal
Shared
External

ISE””

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40
Q

Delivery Modes

A 
Insourcing
Co-Sourcing 
Outsourcing 
Partnership 
Multisourcing 
Business Process Outsourcing (BPO) 
Application Service Provider (ASP) 
Knowledge Process Outsourcing (KPO)
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41
Q

Service Strategy Processes

A

Service Strategy (Generate)
Portfolio Management
Demand Management
Financial Management

Generate PDF””

42
Q

Service Operations Processes

A

Incident Management

Problem Management
Request Fulfillment
Access Management
Event Management

SO I PRAE””

43
Q

Service Design Processes

A

Availability Management

Supplier Management
Service Level Management
Security Management

Capacity Management
Catalog Management
Continuity Management

SD = A+3(S+C)””

44
Q

Service Transition Processes

A

Release & Deployment
Service Asset & Configuration
Change Management

ST Change: SAC ReDe””

45
Q

Types of Metrics

A

Service metrics
Technology metrics
Process metrics

STP””

46
Q

CSI Model

A

Strategy
Assessment
Target

Process Improvement

Measure
MoMENTum (how to keep it)

SAT PI MeasureMENT””

47
Q

Why measure?

A

Intervene
Justify
Validate
Direct

I Just VD””

48
Q

RFC

A

Request for Change

49
Q

Outputs from Change Management

A

Projected Service Outage (PSO)

Change Schedule

Out (of) Change””

50
Q

Types of Changes

A

Standard
Emergency
Normal

SEN””

51
Q

Aspects of Service Design

A 
Services 
Technology 
Architecture 
Metrics
Processes

STAMP””

52
Q

Characteristics of Processes

A

Measurable, deliver Specific results to Customers and Respond to specific events.

MSCR””

53
Q

Service Lifecyle

A 
Define (the requirements) 
Charter (to approve) 
Develop (a design) 
Build (offering) 
Test (what you've built) 
Release (into production) 
Operate (in production) 
Retire (the service)
54
Q

Process Model

A

Processes use inputs to create outputs. Each process is:

1) Controlled (owner, objective, documentation
(2) Enabled (resourced, capabilities)
(3) Initiated (triggering event)

55
Q

ECAB

A

Emergency Change Advisory Board (ECAB)

56
Q

7 Rs to consider when assessing change requests

A

(1) Raised
(2) Reason
(3) Return
(4) Risks
(5) Resources
(6) Responsible
(7) Relationships

57
Q

Release Unit

A

Group of CIs usually released together

58
Q

Release Package

A

Group of Release Units (delta and full) that can be successfully released into the live environment and deployed

59
Q

Release & Deployment Methods (6)

A

(1) Big Bang
(2) Phased
(3) Push
(4) Pull
(5) Automated
(6) Manual

60
Q

Methods to Forecast Demand (2)

A

(1) Observe patterns of business activity

(2) Understand user profiles

61
Q

Main activities of the Service Strategy phase (4)

A

(1) Define the market
(2) Develop the offerings
(3) Develop strategic assets
(4) Prepare for execution

62
Q

4 Ps to consider in Service Design

A

(1) People
(2) Products
(3) Partners
(4) Processes

63
Q

Service Design Package

A

Details aspects of a service through all stages of its lifecycle.It’s a service blueprint.””

64
Q

Documents from Service Level Management (5)

A

(1) Service Level Agreement (SLA)
(2) Operational Level Agreement (OLA)
(3) Underpinning Contract (UC)
(4) Service Level Requirements (SLR)
(5) Service Improvement Plan (SIP)

65
Q

3 Types of SLA Structures

A

(1) Service
(2) Customer
(3) Multilevel/Corporate

66
Q

Availability Formula

A

ASL Downtime / ASL * 100

67
Q

V-Model

A

Model that builds in service validation and testing early in the service lifecyle

68
Q

Reliability

A

Ability to remain operational without failure

69
Q

Resilience

A

Ability to remain operational despite failure

70
Q

Maintainability

A

Ability to maintain in operational condition

71
Q

Serviceability

A

Ability of ASP to keep service available

72
Q

MTTR

A

Mean Time To Repair (MTTR)

73
Q

MTBF

A

Mean Time Between Failure (MTBF)

74
Q

MTBSI

A

Mean Time Between System Incidents (MTBSI)

75
Q

VBF

A

Vital Business Function (VBF)

76
Q

DIKW

A

Data, Information, Knowledge, Wisdom (DIKW)

77
Q

CIA

A

Refers to the requirements for the security of information: Confidentiality, Integrity, Authentication

78
Q

3 Levels of Capacity Management

A

(1) Business - level
(2) Service - level
(3) Component - level

BSC””

79
Q

Solution Procurement Steps (4)

A

(1) Define Requirements
(2) Analyze Requirements
(3) Evaluate Vendors
(4) Select Vendor

80
Q

KEBD

A

Known Error Database (KEDB)

81
Q

CMIS

A

Capacity Management Information System (CMIS)

82
Q

ISMS

A

Information Security Management System (ISMS)

83
Q

SCD

A

Supplier Contract Database (SCD)

84
Q

SKMS

A

Service Knowledge Management System (SKMS)

85
Q

4 Levels of Service Knowledge Management System (SKMS)

A

(1) Data/Information
(2) Integration of Information
(3) Knowledge Processing
(4) Presentation

86
Q

CMDB

A

Configuration Management Database (CMDB)

87
Q

CMS

A

Configuration Management System (CMS)

88
Q

DML

A

Definitive Media Library (DML)

89
Q

BIA

A

Business Impact Analysis (BIA). Refers to understanding the financial costs of service outages.

90
Q

5 Recovery Options

A

(1) Manual
(2) Reciprocal
(3) Gradual
(4) Intermediate
(5) Fast (Immediate)

91
Q

Contents of the Service Portfolio

A

(1) Service Pipeline
(2) Service Catalog
(3) Retired Services

92
Q

Service Catalog

A

Services in the live environment and/or those prepared to be transitioned into the live environment. Includes the Business Service Catalog and the Technical Service Catalog.

93
Q

Objective of Service Strategy (SS)

A

To transform Service Management into a strategic asset by providing guidance on what services to offer and to whom.

94
Q

Objective of Service Design (SD)

A

To design and develop services and processes in support of new and/or improved services.

improvements necessary to maintain value to customers

95
Q

Objective of Service Transition (ST)

A

To plan and implement the deployment of all releases to create a new and/or improve an existing service. In essence, the objective is to realize the plans set forth in Service Design and release into operations.

96
Q

Objective of Service Operations (SO)

A

To coordinate and manage day-to-day activities and processes that ensure delivery of agreed-upon levels of service (i.e. the level at which the plans, designs and optimizations are realized by the business).

97
Q

Objective of Continual Service Improvement (CSI)

A

To align IT services to changing business needs by identifying and implementing improvements to (a) processes, (b) services, (c) activities, and (d) functions.

98
Q

Objective of Incident Management (SO)

A

To restore service as quickly as possible (within agreed service levels) and minimize impact to the business.

99
Q

Objective of Event Management (SO)

A

To detect and understand events and determine appropriate controls.

100
Q

Objective of Request Management (SO)

A

To provide a channel through which users may request/receive standard services.

101
Q

Objective of Problem Management (SO)

A

To prevent problems (and resulting incidents) and minimize the impact of those problems (and resulting incidents) that cannot be prevented.

102
Q

Objective of Access Management (SO)

A

To grant authorized users the right to use a service, while preventing access to those NOT authorized to use the service.

ITIL Foundations (2 decks)

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