ITIL v4 Coursework Flashcards
What are the 4 dimensions of service management?
Organizations and people
Information and technology
Partners and Suppliers
Value streams and processes
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service management
The perceived benefits, usefulness and importance of something co-created through an active collaboration between providers, consumers and other organizations
Value
What is the purpose of an organization?
To create value for stakeholders
A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives
Organization
The provider can be external to the customer’s organization, or internal i.e. they can both be part of the same organization
Service provider
When receiving services, an organization takes on what role?
Service consumers
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
The role that uses services
User
The role that authorizes budget for service consumption
Sponsor
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Service
A configuration of an organization’s resources designed to offer value for a consumer
Product
A description of one or more services, designed to address the needs of a target consumer group
Service offering
A co-operation between a service provider and service consumer
Service relationship
Activities performed by an organization to provide services
Service provision
Activities performed by an organization to consume services
Service consumption
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Service relationship management
Ownership is transferred to the consumer and the consumer takes responsibility for future use
Goods
Ownership is not transferred to the consumer. Access is granted / licensed under agreed terms or conditions
Access to resources
Performed according to agreement with the consumer to address a consumer need
Service action
A tangible or intangible deliverable of an activity
Output
A result for a stakeholder enabled by one or more outputs
Outcomes
What are the two types of costs involved in service relationships
Costs removed from a consumer
Costs imposed on a consumer
The amount of money spent on a specific activity or resource
Cost
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Risk
The functionality offered by a product or service to meet a particular need
Utility
Assurance that a product or service will meet agreed requirements
Warranty
Which word is NOT part of the ITIL definition of service?
A. Outcome
B. Risk
C. Value
D. Output
D. Output
Which statement about warranty is correct?
A. Assurance that a product or service will meet agreed requirements
B. A configuration of an organization’s resources designed to offer value for a consumer
C. The perceived benefits, usefulness, and importance of something
D. The functionality offered by a product or service to meet a particular need
A. Assurance that a product or service will meet agreed requirements
Which statement about a sponsor is correct?
A. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
B. A role that is accountable for the delivery of a specific service
C. A person who authorizes budget for service consumption
D. A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
C. A person who authorizes budget for service consumption
PESTLE:
General lifestyle changes, changes in populations, distributions and demographics and the impact of different mixes of culture
Social
PESTLE:
Major current and emerging technologies of relevance for your business
Technological
PESTLE:
Worldwide and national proposed and passed legislation, requirements for working conditions, professional practice, contracting, etc.
Legal
PESTLE:
Local, national and international environmental impacts, outcomes of political and social factors
Environmental
A set of interrelated or interacting activities that transform inputs into outputs. Defines the sequence of actions and their dependencies
Process
A series of steps an organization undertakes to create and deliver products and services to consumers
Value stream
Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?
A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
B. Information and technology
Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?
A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
B. Information and technology
Which of these are influencing factors for partner and supplier strategy?
- Corporate hospitality
- Resource scarcity
- Demand patterns
- Personal relationship with supplier
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
SG-43
Which of these are influencing factors for partner and supplier strategy?
- Corporate hospitality
- Resource scarcity
- Demand patterns
- Personal relationship with supplier
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
B. 2 and 3
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
Guiding principles
ITIL SVS (Service Value System)
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
Guiding principles
ITIL SVS (Service Value System)
The means by which an organization is directed and controlled
Governance
ITIL SVS (Service Value System)
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
Service value chain
ITIL SVS (Service Value System)
Sets of organizational resources designed for performing work or accomplishing an objective
Practices
ITIL SVS (Service Value System)
A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations. ITIL 4 supports continual improvement with the ITIL continual improvement model
Continual improvement
7 Guiding Principles
Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders
Focus on value
7 Guiding Principles
Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programs, projects and people that can be used to create the desired outcome
Start where you are
7 Guiding Principles
Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organising work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort
Progress iteratively with feedback
7 Guiding Principles
Working together across boundaries produces results that have greater buy-in, more relevance to objectives and better likelihood of long-term success
Collaborate and promote visibility
7 Guiding Principles
No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and consumer will suffer unless the organization works on the service as a whole, not just on its parts
Think and work holistically
7 Guiding Principles
If a process, service, action or metric provides no value, or produces no useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s)
Keep it simple and practical
7 Guiding Principles
Resources of all types, particularly human resources (HR), should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value.
Optimize and automate
Which of these are guiding principles of ITIL?
- Collaborate and promote visibility
- Keep it simple and practical
- Maximize benefit to the enterprise
- Empower and excite
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
A. 1 and 2
What term typically refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention?
A. Continuous Delivery
B. Automation
C. Optimization
D. Technical debt
B. Automation
To make something as effective and useful as it needs to be
Optimization
Which of these is connected to the “think and work holistically” principle?
A. Judging what to keep
B. Involve the right people
C. Role of measurement
D. Altering one element can impact others
D. Altering one element can impact others
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/ services
Continual improvement
Which step of the continual improvement model would involve “Evaluate metrics and Key Performance Indicators”?
A. What is the vision?
B. Where are we now?
C. Where do we want to be?
D. Did we get there?
C. Where do we want to be
Which of the following is NOT a step in the continual improvement model?
A. What is the vision?
B. Did we get there?
C. How might we fail?
D. Where are we now?
C. How might we fail?
In the continual improvement model which step is immediately before “Did we get there”?
A. How do we get there?
B. Take action
C. What lessons can we learn?
D. What is the vision?
B. Take action
What are the six value chain activities?
Plan
Improve
Engage
Design and transition
Obtain/build
Deliver and support
To ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization
Plan
To provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders
Engage
To ensure that products and services continually meet stakeholder expectations for quality, costs and time-to-market
Design and transition
To ensure that service components are available when and where they are needed, and meet agreed specifications
Obtain / build
To ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations
Deliver and support
To ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management
Improve
Which value chain activity delivers service components?
A. Demand
B. Improve
C. Engage
D. Obtain/ Build
D. Obtain/ Build
Which of these elements are considered SVC activities?
- Value
- Products and services
- Engage
- Improve
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
C. 3 and 4
A set of organizational resources designed for performing work or accomplishing an objective
Practices
To protect the information needed by the organization to conduct its business
Information security
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring and continual improvement of relationships with and between stakeholders
Relationship management
To ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
Supplier management
8 ITIL Practices
Protect business information; CIA; Authentication & Non-repudiation
Information security management
8 ITIL Practices
Establish and nurture links at strategic and tactical levels
Relationship management
8 ITIL Practices
Manage suppliers to ensure seamless delivery of products and services
Supplier management
8 ITIL Practices
Plan and manage the full lifecycle of IT assets
IT asset management
8 ITIL Practices
Observe, record and report changes of state
Monitoring and event management
8 ITIL Practices
Make new and changed services and features available for use
Release management
8 ITIL Practices
Accurate and reliable information about services and CIs (configuration items)
Service configuration management
8 ITIL Practices
Move services or service components to environments
Deployment management
8 ITIL Practices
What General Management practice is used here?
- Creating a single point of visibility and control
- Negotiating and agreeing contracts and arrangements
- Managing relationships and contracts with internal and external suppliers
- Managing supplier performance
- Evaluation based on importance, impact, risk, costs
Supplier management
8 ITIL Practices
What General Management practice is used here?
- Should apply to all relevant parties
- Contributes to all service value chain activities and multiple value streams
Relationship management
What are the four supplier management strategies?
Insourcing
Outsourcing
Single source or partnership
Multi-sourcing
Supplier Management Strategies
The products or services are developed and/or delivered internally by the organization
Insourcing
Supplier Management Strategies
The process of having external suppliers provide products and services that were previously provided internally. Outsourcing involves substitution, that is, the replacement of internal capability by that of the supplier
Outsourcing
Supplier Management Strategies
Procurement of a product or service from one supplier. This can either be a single supplier that supplies all services directly or an external service integrator that manages the relationships with all suppliers and integrates their services on behalf of the organization
Single source or partnership
Supplier Management Strategies
Procurement of a product or service from more than one independent supplier. These products and services can be combined to form new services which the organization can provide to internal and external customers. As organizations place more focus on increased specialization and compartmentalization of capabilities to increase agility, multi-sourcing is increasingly a preferred option
Multi-sourcing
Identify the missing words. The purpose of the ______ practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
A. Supplier management
B. Service continuity management
C. Relationship management
D. Service Desk
C. Relationship management
To set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored and managed against these targets
Service level management
Service Management Practices
- Must be related to a defined ‘service’ in the service catalogue
- Should relate to defined outcomes and not simply operational metrics.
- Should reflect an ‘agreement’ between all stakeholders
- Must be simply written / easy to understand and use, for all parties
Service Level Agreements (SLAs)
Service Level Management
This involves initial listening, discovery and information capture on which to base metrics, measurement and ongoing progress discussions
Customer engagement
Service Level Management
This is ideally gathered from a number of sources, both formal and informal
Customer feedback
Service Level Management
Both event-based, from immediate feedback such as follow up questions to specific incidents, and from more reflective periodic surveys that gauge feedback on the overall service experience
Surverys
Service Level Management
Agreed between the service provider and their customer, based on what the customer values as important
Key business-related measures
Service Level Management
These are the low-level indicators of various operational activities and may include system availability, incident response and fix times
Operational metrics
Service Level Management
These can be any business activity that is deemed useful or valuable by the customer and used as a means of gauging the success of the service
Business metrics
To systematically observe services and service components, and record and report selected changes of state identified as events
Monitoring and event management
Monitoring and Event Management
Do not require action at the time they are identified
Informational events
Monitoring and Event Management
Allow action to be taken before any negative impact is actually experienced by the business
Warning events
Monitoring and Event Management
Indicate that a breach to an established norm has been identified and requires action
Exception events
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Incident management
An unplanned interruption to a service, or reduction in the quality of a service
Incident
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Problem management
A cause, or potential cause, of one or more incidents
Problem
A problem that has been analyzed and has not been resolved
Known error
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available
Workaround
Consider all contributory causes, including causes that contributed to the duration and impact of incidents, as well as those that led to the incidents happening
Problem Control
Manage known errors. A known error is a problem where initial analysis is complete; it usually means that faulty components have been identified. Includes identification of potential permanent solutions
Error control
Many _____ management activities rely on the knowledge and experience of staff, rather than on following detailed procedures
problem
Which term means a solution that reduces or eliminates the impact of an incident or problem for a which a full resolution is not yet available?
A. Standard change
B. Known error
C. Workaround
D. Resolution
C. Workaround
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost effectively?
A. The problem remains in the known error status
B. A change request is submitted to change enablement
C. Problem management restores the service as soon as possible
D. The problem record is deleted
A. The problem remains in the known error status
To provide a clear path for users to report issues, queries and requests, and have them acknowledged, classified, owned and actioned
Service desk
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Service request management
A request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery
Service request
Which of these practices may service request management redirect to?
- Incident management
- Change enablement
- Monitoring and event management
- Supplier management
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
A. 1 and 2
Which practice provides self-service logging for users:
A. Change enablement
B. Service desk
C. Problem management
D. Service level management
B. Service desk
What is the effect of increased automation on the service desk practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
A. Greater ability to focus on customer experience when personal contact is needed
To plan and manage the full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks, support decision-making about purchase, reuse and retirement of assets, meet regulatory and contractual requirements
IT Asset management
Any valuable component that can contribute to the delivery of an IT product or service
IT asset
To ensure that accurate and reliable information about the configuration of services and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them
Service configuration management
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
A piece of information about a configuration item, e.g. name, location, version number, cost
Attribute
A set of tools, data and information that is used to support service configuration management
Configuration management system
To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule
Change enablement
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
Change Enablement Types
Low-risk, pre-authorized, well understood, fully documented
Standard changes
Change Enablement Types
Need to be scheduled, assessed and authorized following a standard process
Normal changes
Change Enablement Types
Must be implemented as soon as possible, e.g. to resolve an incident or implement a security patch
Emergency changes
Change Enablement Types
Used to help plan changes, assist in communication, avoid conflicts and assign resources
Change schedule
To make new and changed services and features available for use
Release management
A version of a service or other configuration item, or a collection of configuration items, that is made available for use
Release
Used to document the timing for releases
Release schedule
Which of these are valid types of change?
- Normal change
- Operational change
- Network change
- Emergency change
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. 1 and 4
Identify the missing word in the following sentence. ________ is any valuable component that can contribute to the delivery of an IT product or service.
A. Configuration item
B. Server
C. IT asset
D. Resource
C. IT asset
The purpose of the release management practice is to:
A. Make new and changed services and features available for use
B. Confirm that the service meets the agreed specification
C. Move any service component into the live environment
D. Ensures that service components are available when and where they are needed, and they meet agreed specifications
A. Make new and changed services and features available for use
Which practice provides visibility of the organization’s services by capturing and reporting on service performance?
A. Service desk
B. Service request management
C. Service configuration management
D. Service level management
D. Service level management
To move new or changed hardware, software, documentation, processes, or any other component to live environments (it may also be involved in deploying components to other environments for testing or staging)
Deployment management
Deployment Management Approaches
The new or changed components are deployed to just part of the production environment at a time, for example to users in one office, or one country. This operation is repeated as many times as needed until the deployment is complete
Phased deployment
Deployment Management Approaches
Components are integrated, tested and deployed when they are needed, providing frequent opportunities for customer feedback loops
Continuous delivery
Deployment Management Approaches
New or changed components are deployed to all targets at the same time. This approach is sometimes needed when dependencies prevent the simultaneous use of both the old and new components. For example, there could be a database schema change that is not compatible with previous versions of some components
Big bang deployment
Deployment Management Approaches
New or changed software is made available in a controlled repository, and users download the software to client devices when they choose. This approach enables users to control the timing of updates, and can be integrated with request management to enable users to request software only when it is needed
Pull deployment
Stakeholders
Financial and non-financial incentives; career and professional development; sense of purpose
Service provider employees
Stakeholders
Financial benefits, such as dividends; sense of assurance and stability
Shareholders
Stakeholders
Benefits achieved; costs and risks optimized
Service Consumers
Stakeholders
Financial and non-financial contributions from other organizations
Charity Organizations
Stakeholders
Funding from the consumer; business development; image improvement
Service Provider
Stakeholders
Employment; taxes; organizations’ contribution to the development of the community
Society and Community
What practice is associated with the following:
Exception event detected by monitoring software
Monitoring and Event Management
What practice is associated with the following:
Incident automatically raised in response to alert from event management
Incident management
What practice is associated with the following:
Users informed of possible service disruption during incident investigation
Service desk
What practice is associated with the following:
Incident diagnosed
Incident management
What practice is associated with the following:
Users informed of break in the service to allow reload of service
Service desk
What practice is associated with the following:
Incident resolved
Incident management
What practice is associated with the following:
Incident closed by confirming with users
Service desk
What practice is associated with the following:
Multiple incidents spotted by trend analysis
Problem management
What practice is associated with the following:
Problem raised
Problem management
What practice is associated with the following:
Incidents common underlying cause discovered
Problem management
What practice is associated with the following:
Known error raised
Problem management
What practice is associated with the following:
Users contacted and informed of workaround
Service desk
What practice is associated with the following:
Structural resolution to problem identified and applied
Problem management
What practice is associated with the following:
Problem closed
Problem management
