ITIL Practitioner

Question 1

4 components of the service definition

Answer 1

value / outcomes / costs / risks

Question 2

service

Answer 2

A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific cost and risks

Question 3

service provider

Answer 3

An organization supplying services to one or more internal or external customers

Question 4

customer

Answer 4

Someone who buys goods or services. IT customer is the person or group who defines and agrees the SLT.

Question 5

value network

Answer 5

A complex set of relationships between two or more groups or organizations. Value is generated through exchange of knowledge, information, goods or services.

Question 6

value

Answer 6

The benefits delivered in proportion to the resources put into acquiring them. The value of a service comes from what it enables someone to do. Services contribute value to an organization only when their value is perceived to be higher than the cost of obtaining the service.

Question 7

outcome

Answer 7

The result of carrying out an activity, following a process, or delivering an IT service etc. The term refers to intended as well as actual results.

Question 8

output

Answer 8

A specialist product (the tangible or intangible artefact) that is produced, constructed or created as a result of a planned activity and handed to a user(s)

Question 9

cost

Answer 9

The amount of money spent on a specific activity, IT service or business unit. Costs consist of real cost (money), notional cost (e.g. people’s time) and depreciation.

Question 10

risk

Answer 10

A possible event that could cause harm or loss, or affext the ability to achieve objectives

Question 11

service management

Answer 11

A set of specialized organizational capabilities for providing value to customers in the form of services

Question 12

guiding principles

Answer 12

1/ focus on value 2/ design for experience 3/ start where you are 4/ work holistically 5/ progress iteratively 6/ observe directly 7/ be transparent 8/ collaborate 9/ keep it simple

Question 13

4 value characteristics

Answer 13

1) defined by customer
2) affordable mix of features
3) achievement of objetives
4) changing over time & circumstances

Question 14

steps of the CSI approach

Answer 14

1/ What is the vision 2/ Where are we now? 3/ Where do we want to be? 4/ How do we get there? 5/ Did we get there? 6/ How do we keep the momentum going?

Question 15

MVP

Answer 15

Minimum Viable Product

The smallest thing you can build that will still deliver value to the customer.

Question 16

SIAM

Answer 16

Service integration and management. How to manage multiple service providers in consistent and efficient way

Question 17

Technology delivery model

Answer 17

Focused on efficient delivery and mgmt. of individual technical components and/or systems (installation, maintenance, upgrading, preventing failures etc.)

Question 18

Service provider model

Answer 18

Holistic mgmt. of fit-for purpose and fit-for-use services. The focus is on delivering results (outcomes) and making things easier for the customer.