ITIL Foundations - Service Desk Training Flashcards
What are the five stages of the Service Management life cycle?
Service Design, Service Transition, Service Operation, Service Strategy and Continual Service Improvement
Name the stage of the service life cycle that has the Service Desk as one of its functions.
Service Operation
Name three of the Processes relating to Service Transition.
Change Management, Service Asset & Configuration Management, Release & Deployment Management, Knowledge Management, Transition Planning & Support, Service Validation & Testing, Evaluation
Which stage of the service life cycle has the Knowledge Base as one of its functions?
Service Transition
Name the five processes of Service Operation.
Event Management, Incident Management, Problem Management, Access Management, Request Fulfillment.
What are the four P’s of Service Design?
People, Processes, Products, Partners.
Which stage of the service life cycle has the Service Level Agreement (SLA) as one of its key concepts?
Service Design
Name three of the seven R’s of Change management.
Who RAISED the Change? What is the REASON for the change? What RETURN will the change deliver? What RISKS are there is we do or do not carry out the change? What RESOURCES will be required to perform this change? Who is RESPONSIBLE for this change being performed? What RELATIONSHIPS are there between this and other changes?
Which service life cycle stage studies risk and cost in order to create value?
Service Strategy
Name the three processes of Service Strategy.
Demand Management, Financial Management, Service Portfolio Management
Which stage of the service life cycle is responsible for management of the Service Catalog?
Service Design, and to some extent Service Strategy
What are the five questions related to Continual Service Improvement?
What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there?
What is the seven step process for Continual Service Improvement?
Define what you should measure, Define what you can measure, Gather the data, Process the data, Analyze the data, Present and use the information, Implement corrective action.
What are the four P’s of Service Strategy?
Perspective, Position, Plan, Pattern.
Which life cycle stage is responsible for Service Continuity Management?
Service Design
Which life cycle stage is responsible for Information Security Management?
Service Design
What is the first activity of the CSI approach?
Understand the business vision and objectives
Where does the service life cycle start?
Service Strategy
Does the service life cycle ever end?
No
What are the characteristics of a process?
Measurable, delivers specific results, delivers primary results to customers, responds to specific events
What does the RACI model stand for?
Responsible, Accountable, Consulted, Informed
Name three of the processes of Service Design.
Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Supplier Management
Which part of the service life cycle is in direct contact with customers?
Service Operation
Which stage of the ITIL Winning Strategy is responsible for Change Management?
Service Transition
What are the four aspects of the Deming Cycle?
Plan, Do, Check, Act
Which stage of the ITIL Winning Strategy is responsible for granting user access?
Service Operation (Access Management)
Which processes of Service Operation are directly used by the Service Desk?
Incident Management and Request Fulfillment
What are the three main types of events?
Informational, Warning, Exception
Which phase of the ITIL Winning Strategy is responsible for maintaining and organizing CI’s (Configuration Items)?
Service Transition
Assets are categorized as what two distinct types?
Capabilities and Resources
Trending of issues within the process of Incident Management leads to what other Service Operation process?
Problem Management
Self Help tools are categorized under which phase of the Service life cycle?
Service Operation
What other Service Operation process is the precursor to Access Management?
Request Fulfillment
Which phase comes directly after Service Design in the service life cycle?
Service Transition
Which phase comes directly after Service Transition in the service life cycle?
Service Operation
Which phase of the ITIL winning strategy is responsible for creating new solutions for IT problems?
Service Design
Which phase of the service life cycle is responsible for achieving the right balance between stability and responsiveness?
Service Operation
Which process of Service Operation is responsible for categorizing the frequency and impact of issues?
Event Management
The Incident Manager is a role in what phase of the service life cycle?
Service Operation
The Availability Manager is a role in what phase of the service life cycle?
Service Design
The Change Manager is a role in what phase of the service life cycle?
Service Transition
The Service Portfolio is managed by which phase of the ITIL winning strategy?
Service Strategy
What is a Role?
A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by a single person.
What is a Process?
A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
What is a Function?
A team or group of people and the tools they use to carry out one or more Processes or Activities. For example: the Service Desk.
What is the first step in Continual Service Improvement?
Identify Vision, Strategy, and Goals.
What are the three main types of Metrics associated with Continual Service Improvement?
Service, Technology, and Process (STP)
In Continual Service Improvement, what should you do after defining what you can measure?
Gather the data.
Which stages of the service life cycle should practice CSI?
All stages should continually improve.
Is the Service Desk a Process, Function, or Role?
Function
