ITIL Service Strategy

Question 1

Service Strategy

Answer 1

A service lifecycle phase determines which types of service should be offered to which customers and markets.

Question 2

The main Service Strategy goal

Answer 2

Think about WHY something is to be done before thinking of HOW to do it.

Question 3

4 Ps of Service Strategy

Answer 3

perspective / position / plan / pattern

Question 4

service portfolio

Answer 4

The complete set of services that are managed by a service provider.

Question 5

business case

Answer 5

Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.

Question 6

business case structure

Answer 6

1) introduction 2) methods and assumptions 3) business impact 4) risks and contingencies 5) recommendations

Question 7

risk

Answer 7

A possible Event that could cause harm or loss, or affect the ability to achieve Objectives.

Question 8

How is a risk measured?

Answer 8

By the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred.

Question 9

Activities of strategy generation process:

Answer 9

1) define market
2) develop the offerings
3) develop the strategic assets
4) prepare for execution

Question 10

service providers types:

Answer 10

1) type I (internal) 2) type II (shared) 3) type III (external)

Question 11

service provisioning methods:

Answer 11

1] managed services (itself financing) 2] shared services (collective use of infrastructures & resources) 3] utility-based (spotřební)

Question 12

service strategy processes:

Answer 12

1] Service Mngt for IT services 2] Service Portfolio Mngt 3] Financial Mngt for IT services 4] Demand Mngt 5] Business relationship Mngt

Question 13

Strategy Management for IT services

Answer 13

The process that ensures that the strategy is defined, maintained and achieves its purpose.

Question 14

activities of Strategy Mngt for IT services:

Answer 14

1] strategic assessment 2] strategy generation 3] strategy execution 4] strategy measurement & evaluation

Question 15

Service Portfolio Mngt

Answer 15

Dynamic method for governing investments in service management across the enterprise and managing them for value.

Question 16

the main Service Portfolio Mngt goal:

Answer 16

To realize and create maximum value, while at the same time keeping a lid on risks and costs.

Question 17

parts of a service portfolio:

Answer 17

s. pipeline / s. catalogue / retired s.

Question 18

purpose of service models

Answer 18

To analyze the impact of new services or changes to existing services; to assessing existing assets to support new services.

Question 19

service charter

Answer 19

A document containing details of new or changed service and authorized by SPM. It defines the requirements from business/customer for the service, including a description of the expected utility and warranty, as well as outline budgets and timescales.

Question 20

Activities of Service Portfolio Mngt:

Answer 20

1] define 2] analyze 3] approve 4] charter

Question 21

Financial Management

Answer 21

The function and processes responsible for managing an IT Services provider’s budgeting, accounting, and charging requirements.

Question 22

goals of FM:

Answer 22

1) to provide operational visibility and decision making 2) financial quantification of the value of IT services 3) ensure proper funding for the delivery and consumption of services

Question 23

Demand Management

Answer 23

To understand and influence customers demand for services and the provision of capacity to meet these demands. On the strategic level it means understand the pattern of business activity.

Question 24

goals of Demand Management:

Answer 24

1] to avoid excess capacity-generating costs (without creating value) 2] to prevent insufficient capacity (that impacts on the quality of services delivered)

Question 25

Pattern of Business Activity

Answer 25

Workload profile of one or more Business Activities.

Question 26

Activity-base Demand Management

Answer 26

Analyzing and tracking the activity patterns of the business process makes it possible to predict demand for services.

Question 27

user profile

Answer 27

A pattern of user demand for services. Each user profile includes one or more PBA.

Question 28

service package

Answer 28

A detailed description of an IT service that is available to be delivered to customers. It includes an SLP and one or more core services and supporting services.

Question 29

Service Level Package (SLP)

Answer 29

A defined level of utility and warranty for a particular service package. Each SLP is designed to meet the needs of a particular PBA.

Question 30

Core Service Package (CSP)

Answer 30

A detailed description of a core service that may be shared by two or more SLP.

Question 31

Business Relationship Management

Answer 31

The process responsible for maintaining a positive relationship with customers.

Question 32

customer portfolio

Answer 32

A database or structured document of all customers.

Question 33

customer agreement portfolio

Answer 33

A database or structured document used to manage service contracts or agreements.