ITIL Review Flashcards
Service Relationship: A cooperation between a service provider and service consumer.
What do service relationships include?
Service relationships include:
Service provision
Service consumption
Service relationship management
6 Activities of the service value chain
Plan
Improve
Engage
Design and transition
Obtain/Build
Deliver and Support
Purpose of the Service Value chain - PLAN
To ensure a shared understanding of the vison, current status and improvement direction for all four dimensions and all products and services across the organization.
To Ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management. Is the purpose of what of the following Service Value Chain:
Plan
Improve
Engage
Design and transition
Obtain/Build
Deliver and Support
Improve
Which General management Practices describes the following:
which provides organizations with a structured approach to implementing
improvements
- Continual improvement
- Information security
management
- Relationship management
- Supplier management
Continual improvement
Which General management Practices describes the following:
Align the organization’s practices and services with changing business needs through the ongoing identification and
improvement of services, service components, practices or any element involved in the efficient and effective management
of products and services
-Continual improvement
-Information security management
-Relationship management
-Supplier management
Continual improvement
What are the key actives of continual improvement
There are many methods, models and techniques that can be employed for making improvements.
Different types of improvements may call for different improvement methods
Eight key activities for continual improvement are listed below
What is the Continual Improvement Register (CIR)
A database or structured document
There may be more than one CIR in an ORG
Who maintains a Continual Improvement Register (CIR)
There may be more than one CIR in an organization, often maintained by one or more of the following:
Individual
Team
Department
Business Unit
Organizational Level
What are the steps of the continual improvement model?
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Take Action
Did we get there?
How do we keep the momentum going?
What is the purpose of Information security management?
Protect the information needed by the organization to conduct its business.
What is the purpose of relationship management
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
What general management practice ensures the following:
Stakeholder needs are understood
Stakeholder satisfaction is high
Customers’ priorities are established and articulated
Stakeholder complaints are handled well
Conflicting stakeholder requirements are mediated appropriately
Products and services facilitate value creation
The organization facilitates value creation
GMPs:
- Continual improvement
- Information security management
- Relationship management
- Supplier management
Relationship management
Which General management practice purpose is the following:
Ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of
seamless, quality products, services, and components
GMPs:
- Continual improvement
- Information security management
- Relationship management
- Supplier management
Supplier management
What are the Service Management Practices?
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management
What Service management practice has the following purpose:
Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to
proceed, and managing a change schedule
Service management practices:
Change enablement
Incident management
IT Asset management
Monitoring and Event management
Problem Management
Release Management
Service Configuration management
Service Desk
Service Level management
Service Request management
Change enablement
What is a change defined as?
The addition, modification or removal of anything that could have a direct or inderect effect on services.
What are the types of changes?
Standard
Normal
Emergency
What is a normal change?
A change that needs to be scheduled, assessed and authorized following a standard process
What is a standard change?
Low risk, pre-authorized changes that are well understood and fully-documented.
What is an emergency change?
A change that needs to be implemented as soon as possible.
What is the purpose of incident management?
Minimize the negative impact of incidents by restoring normal service operations as quickly as possible.
What is a change assessment
All changes should be assessed by people who are able to understand the risks and the expected benefits and then authorized before they are deployed
What is a change authorization
a person/group who authroizes a change.
