ITIL V4 Foundation Exam Flashcards
A Set of specialized organizational capabilities for enabling value to customers in the form of services is the DEFINITION of?
Service Managment
A set of specialized organizational capabilities for enabling value to customer in the form of services is the definition of
Service Management
Value is
the perceived benefits, usefulness and importance of something
The perceived benefits, usefulness, and importance of something is defined as
Value
Organization that delivers services is the DEFINITION of?
Service provider
Organizations that deliver services are
service providers
Those to whom services are delivered to
is the DEFINITION of?
Service Consumer
Those to whom services are delivered to are
service consumers
An _____________ is a person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives (common goals)
Organization
Customer (definition)
A person or role who defines the requirements for services and takes responsibility for outcomes from service consumption
A person or role who defines ________ for services and takes ________ for outcomes from service consumption (missing words, definition of what?)
Requirements, Responsibility
Customer
Person or role who uses services is the DEFINITION of? `
User
Person or role who authorizes the budget for service consumption is the DEFINITION of?
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 risksis the definition of?
Service
A means of enabling value co-creation by facilitating outcomes that customer want to achieve, without the customer having to manage specific costs and risks is the definition of
Service
A configuration of resources, created by the organization, that will be potentially valuable for their customers is the DEFINITION of?
Product
A description of one or more services, designed to address the needs of a target consumer group is the DEFINITION of?
Service Offering
What types of things may be included in a service offering?
Goods
Access to resources
Service Actions
Define Goods as a service offering
Ownership transferred to the consumer
Consumer assumes responsibility for future use
Define Access to Resources as a service offering
Ownership is not transferred to the consumer
Access is granted/licensed under agreed terms/conditions
Define Service Actions as a service offering
Performed by the provider to address a consumer need
Performed according to agreement with consumer
The joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings is the definition/purpose of what?
Service Relationship Management
The ________ activities performed by a service _______ and a service ________ to ensure continual _________ co-creation based on the agreed and available ______________ . (missing words, purpose of what?)
Joint, provider, consumer, value, service offerings
Service Relationship management
Who is responsible for managing resources configured to deliver a service?
Service Provider
Who is responsible for provisioning access to resources for users?
Service Provider
Who is responsible for the fulfillment of agreed service actions?
Service Provider
Who is responsible for measuring the performance of a service (service performance management) and continual improvement of service offerings?
Service Provider
Who is responsible for managing resources needed to consume a service?
Service Consumer
Who is primarily utilizing the services provided by the service provider?
Service Consumer
Who are service actions fulfilled for?
Service Consumer
Who assumes responsibility and ownership of acquired goods?
Service Consumer
A tangible or intangible deliverable of an activity is the definition of?
Output
A result for a stakeholder enabled by one or more outputs.
Outcome
(Outcomes achieve results)
Cost (definition/purpose)
Amount of money spent on a specific activity or resource
Service providers are also service consumers (T/F)
True
Concept of the Service Relationship Model
A service consumer can achieve instantaneous expected outcomes/value from a service offering provided by a service provider without costs (T/F)
False
A customer has costs imposed on them by consuming a service offering provided by a service provider
Uber example - A customer must have smart phone/data plan to consumer Ubers services.
A service provider can remove all risks and costs associated with consuming their services for a service consumer (T/F)
False
A service providers goal is to reduce the costs and risks with their service offerings but not all costs and risks are eliminated. Service Consumer is responsible for managing other costs and risks associated with consuming the service.
Possible events that could cause harm or loss, or make it more difficult to achieve objectives is the DEFINITION of?
Risk
One way a consumer _____________________ is by helping to define the requirements of a service and clarifying the outcomes required
contributes to risk reduction
By clearly communicating the critical success factors and constraints that apply to a service, a consumer helps to _____________________
contribute to the risk reduction
By ensuring a provider has access to the necessary resources of the consumer throughout the service relationship a customer _______________
contributes to the risk reduction
A service consumer can achieve instantaneous expected outcomes/value from a service offering provided by a service provider without risks (T/F)
False
A customer has risks imposed on them by consuming a service offering provided by a service provider
Uber example - A customer’s phone might fail or be dead, making it impossible to consume the provided service from Uber.
Functionality offered by a product or service to meet a particular need is the definition of?
Utility
The purpose of ____________ Requires that a service supports the performance of the consumer or remove constraints from the consumer
What a service DOES
Utility
A family wants to purchase a new car, the car must drive from point A to point B, has good A/C/Heat and gets great gas mileage. The family decides to purchase a brand new Toyota Prius.
The brand new cards ability to fulfill the requirements of fitting the whole family and driving from point A to point B is an example of?
Utility (Fit for Purpose)
A family wants to purchase a new car, the car must drive from point A to point B, has good A/C/Heat and gets great gas mileage. The family decides to purchase a brand new Toyota Prius.
The brand new cards ability to fulfill the requirements of good AC/Heat and great gas mileage is an example of?
Warranty (Fit for Use)
Assurance that a product or service will meet agreed requirements
Warranty
The purpose of ________________ Requires that a service has defined and agreed conditions that are met. Typically addresses areas such as availability, capacity, security levels and continuity.
How the service PERFORMS
Warranty
Services do NOT need utility and warranty to make them operate successfully (T/F)
False
Both utility and warranty are required for the successful operation of a service
Four dimensions of Service Management are
Organizations and People
Information AND technology
Partners and Suppliers
Values streams and processes
- Systems of Authority
- Roles and Responsibilities
- Right level of workforce capacity and competence
- Culture
Are the 4 characteristics of which of the 4 dimensions of the Service Management framework?
Organizations and people
Structures and systems of authority are sufficient to improve an organizations effectiveness (T/F)
False
Organizations need CULTURE to support its objectives
The following are characteristics of which part of the Organizations and People dimension of Service Management?
- Shared values and attitudes
- Communication
- Leaders champion and advocate values
- Trust and transparency
Culture
The following are examples of how _____________ are supported in an _____________.
- Management/leadership styles
- Continually updating skills and competencies
- Communication and collaboration
- Broad knowledge plus specialization
- common objectives: facilitating value co-creation
- breaking down silos**
people, organization
Information and technology, within the 4 dimensions of Service Management, are the same thing (T/F)
False
Information and technology are broken down into two distinct components:
Information and knowledge
Technologies
Technologies supporting Service Management can be thought of as the technologies that ________________________________
Support internal staff so that they can support the end user
The following are examples of technologies that support which part of the Information and Technology Service Management dimension?
- Workflow management
- knowledge bases
- communication systems
- inventory systems
- mobile platforms
- cloud solutions
- analytical tools
- remote collaboration
- artificial intelligence
- machine learning
IT Service Managment
Technologies that support IT Services can be thought of as the technologies required to ___________________
support the end user.
Technologies is broken down into two components within the Information and Technology dimension
Technologies supporting Service Management
Technologies support IT Services
Technologies that support IT Service Management ensures the business can _________ properly to provide services to end users
Function
Examples of technologies that support ________________ are:
- IT Architecture
- Databases
- blockchain
- cognitive computing
- applications
- communication systems
- artificial intelligence
- cloud computing
- mobile applications
IT Services
Criteria for what within which dimension of Service Management?
- Information
- Availability
- Reliability
- Accessibility
- Timeliness
- Accuracy
- Relevance
Information in Informationand Technology
The purpose of the ________________ ___ _______________ dimension of Service Management is the organizations relationships with other organizations to design, develop, deliver and support and/or continually improve services.
Partners and Suppliers
__________________ Share common goals and risk, collaborate to achieve desired outcomes
Partners
The purpose of a ____________ is Formal contracts that have clear separation of responsibilities, often times providing goods and service supply.
Supplier
An organizations strategy when it comes to using partners and suppliers should be based on its _________, ______________, and __________________________.
Goals, Culture, Business Environment
Partners and suppliers are EXTERNAL to the organization (T/F)
True
Partners to an organization are critical to the businesses continuation (T/F)
True
Suppliers are critical to the continuity of a business (T/F)
False
Activities, workflows, controls and procedures needed to achieve agreed objectives is the DEFINITION of?
Value Streams and Processes
A series of steps an organization undertakes to create and deliver products and services to service consumers. Combines the organization’s value chain activities is the DEFINITION of?
Value streams
A set of interrelated or interacting activities that transforms inputs into outputs is the DEFINITION of?
Process
_____________________ are designed to accomplish a specific objective.
Processes
The purpose of ________________ ______________ optimizations is to reduce non-value add activities and improve value adding activities to enhance the experience for the consumer.
Value stream
To improve productivity within and across the organization, processes should be ______________________
well-defined.
Process model components
Inputs > Activities > Outputs
Value stream model components
Value Stream Steps 1,2,3 etc.
Which are value add, which are non-value add?
How can the value stream be optimized to increase efficiencies and enhance user experience?
How all of the components and activities of the organization work together as a system to enable value creation describes what ITIL concept?
Service Value System (SVS)
What are the 3 basic blocks of the Service Value System?
Demand (input)
Value Chain Activities
Value (output)
Ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services is the PURPOSE of which ITIL concept?
Service Value System (SVS)
The purpose of ________________________________ is to ensure that the organization continually ____________________ with all stakeholders through the use and management of ____________ and _______________.
SVS, co-create value, products, services
Options or possibilities to add value for stakeholders or otherwise improve the organization is the DEFINITON of?
Opportunities
The need or desire for products and services among internal and external customers is the DEFINITION of?
Demand
What are the inputs of the SVS?
Opportunities and demand
What are the outputs/outcomes of the SVS?
Value
Components of the SVS
Guiding principles
Governance
Service Value Chain
Practices
Continual Improvement
The purpose of the __________________ ________________ are Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, type of work or management structure
The Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, type of work or management structure are referred to as
The ITIL Guiding Principles
The purpose of ______________ Service Value System dimension, is the means by which an organization is directed and controlled.
Governance
Set of interconnected activities that an organization performs in order to deliver a valuable product or service to consumers to facilitate value realization is the PURPOSE of which ITIL concept?
Service Value Chain (SVS)
A set of interconnected activities that an organization performs in order to deliver a valuable product or service to is consumers to facilitate value realization is referred to as
Service Value Chain Activities
Sets of organizational resources designed for performing work or accomplishing an objective is the PURPOSE of what?
ITIL practices in the SVS
Sets of organizational resources designed for performing work or accomplishing an objective are referred to as
Practice (34 ITIL practices)
A recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders expectations is the PURPOSE of which SVS component?
Continual Improvement (SVS)
A recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders expectations is referred to as
the Continual Improvement practice
When an organization is adopting new a service management approach and adapting ITIL guidance to their specific needs and circumstances, what can they use to aid this effort?
the ITIL guiding principles
The seven guiding principles are:
Focus on Value
Start where you are
Progress Iteratively with feedback
Collaborate and Promote Visibility
Think and work holistically
Keep it practical and simple
Optimize and Automate
Everything an organization does should link back directly, or indirectly, to value for itself, its customers and other stakeholders is the purpose of what guiding principle?
Focus on Value
The following are the steps of which guiding principle?
- Understand & Identify the Service Consumer
- Understand the consumer’s perspective of value
- Map value to intended outcomes, which may change over time
- Understand the customer experience and/or the user experience
Focus on value
Knowing how a consumer uses each service is an important application of what guiding principle?
Focusing on value guiding principle
All staff should be focused on the value (T/F)
True
Focusing on value should be included in both operational and continual improvement initiatives (T/F)
True
Every improvement initiative should include a focus on value step (T/F)
True
When engaging in any improvement initiatives, do not start over without first considering what is already available to be leveraged is the purpose of what guiding principle?
Start where you are
When undertaking an improvement initiative, if the initiative requires completely starting over from scratch, less risk is introduced by starting over completely as opposed to starting from where you are (T/F)
False
When evaluating an improvement initiative, accurate information from direct observation should be obtained to support decision making (T/F)
True
What should be used to support the direct observation information obtained during an improvement initiative analysis?
Measurements that are appropriate and effective, measures of outcomes not outputs.
Determining if practices and services can be replicated or expanded during an improvement initiative is an important application of what?
Start where you are guiding principle
Working in a time-boxed, iterative manner with feedback loops embedded into the process allows for greater flexibility, faster responses to customer and business needs, the ability to discover and respond to failure earlier, and an overall improvement in quality is the purpose of what?
Progress Iteratively with Feedback guiding principle
A situation where part of the output of an activity is used for new input is the DEFINITION of?
Feedback loop
When feedback is gathered during development, and smaller more manageable chunks are used to release new or changed functionality, the feedback becomes a _____________ result that helps to determine if the __________ are being met or if changes are needed in the plan.
tangible, targets
The benefits below relate to which guiding principle?
- Work can be completed simultaneously or sequentially
- Work is manageable and managed
- Receive tangible results through a continuous feedback loop
- Timely manner of feedback to respond quickly and make adjustments and assess success
- Chunks can be built onto to create future improvements
Progress Iteratively w/Feedback GP - Manageable chunks of work
The purpose of _________ ______________ ______________ _________ guiding principle is described as:
Initiatives that involve the right people in the correct roles, efforts benefit from better buy -in, more relevance and increased likelihood of long-term success
Collaborate and Promote Visibility Purpose
Initiatives that involve the right people in the correct roles, efforts benefit from better buy -in, more relevance and increased likelihood of long-term success is the purpose of what guiding principle?
Collaborate and Promote Visibility
If there isn’t transparency with stakeholders, there may be an impression that the work is not a priority. (T/F)
True
By openly collaborating and promoting visibility of team priorities and workload with stakeholders, we can effectively communicate where work is being done and how and with what priority.
If visibility into workloads is effectively communicated, poor decision-making will occur. (T/F)
False
By collaborating and promoting visibility, bandwidth and workloads openly, individuals can make correct decisions on assigning and prioritizing work. Bottlenecks and waste can be uncovered by communicating workloads
Recognizing the complexity of all the systems within an organization is an application of what guiding principle?
Thinking and working holistcally
A holistic approach to service management requires an understanding of how all parts of an organization work together in an integrated way is the PURPOSE of what guiding principle?
Thinking and working holistically guiding principle
______________ is key to thinking and working holistically.
Collaboration
To make something simplistic, you have to understand its complexity, and then proceed to some simple representation (T/F)
True
This is an application of the Thinking and Working Holistically guiding principle
Outcome-based thinking should be used to produce practical solutions which deliver valuable outcomes while using the minimum number of steps needed is the PURPOSE of what guiding principle?
Keep it Simple and Practical
Simplicity is the ultimate sophistication and best route to achieving quick wins is an application of which guiding principle?
Keep it Simple and Practical
One application of Keep it Simple and Practical is its easier to understand and more likely to adopt (T/F)
True
Optimization means to make something as effective and useful as makes sense. Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable is the PURPOSE of which guiding principle?
Optimize and automate
Automating frequent and repetitive tasks helps organizations scale up and allows human resources to be used for more complex decision-making (T/F)
True
To effectively optimize and automate, you have to define your metrics to define what good looks like and what value is provided and how (T/F)
True
The central element of the SVS is an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services is the PURPOSE of what?
Service Value Chain
Outcome based thinking should be used to produce practical solutions which deliver valuable outcomes using the minimum number of steps is the ultimate goal of which guiding principle?
Keep it Simple and Practical
_________ _____________ ___________ ______________ represent each of the steps an organization is going to take in the creation or co-creation of value
Service Value Chain activities
The Service Value Chain activities happen in sequential order every time (T/F)
False
The Service Value chain is a series of interconnected set of steps. Not a linear sequence of events.
Ensuring a shared understanding of the vision, current status and improvement direction for all 4 dimensions and all products and service across the organization is the purpose of which Value chain activity?
Plan
The organization’s policies, requirements and constraints INPUTS provided by the governing body are all considerations in which value chain activity?
Plan
The _____ value chain activity consolidates demands and opportunities INPUTS provided from the Engage activity
Plan
Knowledge and information INPUTS about new and changed products and services from design and transition and obtain/build activities inform which value chain activity?
Plan
Strategic, tactical and operational plans are OUTPUTS from the Plan value chain activity? (T/F)
True
Ensuring continual improvement of products, services and practices across all value chain activities and the 4 dimensions of service management is the purpose of which value chain activity?
Improve
Product and service performance management information provided by deliver and support is an INPUT to which value chain activity?
Improve
Engage provides stakeholders feedback to the improve value chain activity (T/F)
True
Performance information and improvement opportunities are provided by all of the value chain activities to which value chain activity?
Improve
Value chain performance information provided by improve are INPUTS to which value chain activities and the service value chain component?
Plan and Governing body
The purpose of the _________________ value chain activity is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.
Engage
Product and service portfolios are INPUTS provided to _________ from the plan value chain activity.
Engage
Customers high level demand for services and products are provided by customers as an input to which value chain activity?
Engage
Knowledge and information about new and changed products and services provided from design and transition and obtain/build are inputs to which value chain activity?
Engage
The engage value chain activity provides consolidated demands and opportunities as an OUTPUT to which value chain activity?
Plan
Product and service requirements are OUTPUTS provided by engage to which value chain activity?
Design and Transition
Contracts and agreements with external and internal suppliers and partners for obtain/build and design/transition are OUTPUTS of which value chain activity?
Engage
Service performance reports for customers are provided as an output from which value chain activity?
Engage
The purpose of the ____________ ______________ value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.
Design & Transition
Portfolio decisions, architecture, and policies are all INPUTS provided to _________________ from Plan.
Design and Transition
Improvement initiatives, plans and status reports are INPUTS provided to ___________________________ from Improve.
Design and Transition
Service performance information are INPUTS provided to Design and Transition from ________________ and ______________________.
Deliver/Support and Improve
Requirements and specifications for obtain/build are OUTPUTS of which value chain activity?
Design and Transition
New and changed products and services to deliver and support are OUTPUTS of which value chain activity?
Design and Transition
The purpose of the _________________________________ value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications
Obtain/Build
Goods and services information provided by external and internal suppliers and partners are INPUTS from ________ to Obtain/Build
Engage
Engage interacts with suppliers and provides the information to Obtain/Build
Service components for Deliver and Support are OUTPUTS from which value chain activity?
Obtain/Build
Spare parts/consumables
ex. Replacement switch for servers due to an outage/incident
Service components for Design and Transition are OUTPUTS from which value chain activity?
Obtain/Build
ex. Built new web service
The purpose of the _____________________________ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholder expectations. The
Deliver and Support
New and changed products and services are provided to which value chain activity as INPUTS?
Deliver and Support
Service components, like replacements or consumables, are provided to Deliver and Support as inputs from which value chain activity?
Obtain/Build
The services delivered to customers and users are an OUTPUT of which value chain activity?
Deliver and Support
Information on the completion of user support tasks are provided to engage as an OUTPUT of which value chain activity?
Deliver and Support
Product and service performance information is provided to engage and improve as an OUTPUT of which value chain activity?
Deliver and Support
Service performance information is also provided to Design and Transition from which value chain activity as an OUTPUT?
Deliver and Support
The purpose of the ____________________ _____________________ practice is to align the organization’s practices and services with the 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 Practice
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?
These are the 7 steps of what ITIL practice?
Continual Improvement
Each improvement initiative should support the organization’s goals and objectives is the purpose of what step in the Continual Improvement practice?
What is the Vision?
(step 1)
Taking in a holistic and organization wide approach to improvement initiatives is integral to the Continual Improvement practice (T/F)
True
The continual improvement initiative must be documented and agreed upon at a high level for the continual improvement practice (T/F)
True
Holistic improvement across the organization fails to be realized without an established and agreed upon vision (T/F)
True
Key to Continual Improvement
Understanding the current state of your services and products is the purpose of which step of the Continual Improvement Practice?
Where are we now?
A report or metric that services as a starting point against which progress or change can be assessed is the definition of ______________
Baseline
Objective measurements are used in the current state assessment to determine which step of the Continual Improvement Practice?
Where are we now?
Conducting a gap analysis and analyzing the overall vision, where we currently are and where we want to be is the purpose of which step of the Continual Improvement practice?
Where do we want to be?
Method to evaluate scope and nature of the distance to be traveled from the starting point to the achievement of the continual improvement initiatives vision is the definition of __________-
Gap analysis
Key performance indicators and critical success factors are examples of metrics of _____________.
Gap analysis metrics
Create a plan and check progress after each iteration in your plan is the purpose of which continual improvement practice step?
How do we get there?
Continuing to focus on measuring progress towards vision and emphasizing visibility for all stakeholders is the purpose of which Continual Improvement practice step?
Take Action
Conducting a current state assessment AGAIN is which step of the Continual Improvement pratice?
Did we get there?
Attempting to continue the improvement gains across the organization is the purpose of which Continual Improvement practice step?
How do we keep the momentum going?
A set of organizational resources designed for performing work or accompishing an objective is the definition of ________________.
Practices
The purpose of the ________________________ practice is to 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
A ________________________________ (CIR) is a database or structured document to track and manage improvement ideas from identification through to final action.
continual improvement registrar
The purpose of the ________________________________ management practice is to protect the information needed by an organization to conduct its business functions.
information security
_______________________ management practice includes understanding and managing the risks of:
- confidentiality
- integrity
- availability
- authentication
- non-repudiation
information security
The purpose of the _______________________ management practice is to establish and nurture the links between the organization and its stakehholders at strategic and tactical levels.
Relationship management practice
Identifying, analyzing, monitoring and continual improvement initiatives with and between the stakeholder relationships are the central activities of which practice?
Relationship management
The purpose of the ___________________ practice is to ensure the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products, services and components
Supplier management
Good relationships with suppliers to form a collaborative relationship to realize new value and reduce risk of failure is a goal of which ITIL practice?
Supplier Management practice
The purpose of the ___________________ _______________ practice is to maximize the number of successful IT changes by ensuring that risks have been properly, assessed, authorizing changes to proceed and managing the change schedule
Change Enablement
A __________ is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services.
Change
A change that is pre-authorized and implemented without additional authorization is what?
Standard change
A change requires authorization based on change type, is low-risk with someone who can make rapid decisions, and is very major is what type?
Normal change
A change that requires an expedited assessment and approval authority. The separate change authority may be different than the normal change authority. What type of change?
Emergency change
the person or group who authorizes a change is known as a _____________ ____________.
Change authority
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. (T/F)
True
The purpose of the ____________________ management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident management
An ______________ is an unplanned interruption to a service, or reduction in the quality of service.
Incident
Incidents should not be logged (T/F)
False
Incidents should be managed to meet agreed target resolution times. (T/F)
True
Incidents should not be prioritized (T/F)
False
The purpose of the ________________ management practice is 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 ____________ is a cause, or potential cause, of one or more prior, current or future incidents.
Problem
A ________ _________ is a problem that has been analyzed and has not been resolved.
Known error
A ___________ is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Workaround
The purpose of the _____________ ________ practice is to capture demand for incident resolution and service requests. It should also be the entry point/single point of contact for service provider with all of its users.
Service Desk
The purpose of the ____________ management practice is to set clear business-based targets of service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets
Service
A _________ __________ __________ is a documented agreement between a service provider and a customer that identifies services required and the expected level of service.
Service level agreement (SLA)
__________ is a tool to measure the performance of services from the customer’s point of view.
SLA
Changes to product and service portfolios, policies and procedures all require a certain level of control and the change control (management) practice is used to provide it (T/F)
True
Many improvements will require changes to be made, and these should be assessed and authorized in the same way as all other changes. This applies to which service value chain activity from the change management perspective?
Improve
Customers and users may need to be consulted or informed about changes, depending on the nature of the change. Which service value chain activity does change enablement apply to?
Engage
Many changes are initiated as as result of new or changed services. change control (management) activity is a major contributor to transition. Which service value chain activity does change enablement apply to?
Design and tranistion
Changes to components are subject to change control (management), whether they are built in house or obtained from suppliers. Which service value chain activity does change enablement apply to?
obtain/build
Changes (change enablement) may have an impact on delivery and support, and information about changes must be communicated to personnel who carry out this value chain activity. These people may also play a part in assessing and authorizing changes. (T/F)
True
Incident records are a key input to improvement activities (improve service value chain activity), and are prioritized both in terms of incident frequency and severity. (T/F)
True
Incidents are visible to users, and significant incidents are also visible to customers. This incident management principle contributes to which service value chain activity?
Engage
Incidents may occur in test environments, as well as during service release and deployment. Incident management practice ensures these incidents are resolved in a timely and controlled manner. What part of service value chain activity does this incident management practice apply to?
Design and transition
Incidents may occur in development environments. Incident management practice ensures these incidents are resolved in timely and controlled manner. What part of service value chain activity does this incident management practice apply to?
Design and Transition
Obtain/Build
Incident management makes a significant contribution to support. Deliver and support value chain activity includes resolving incidents and problems. (T/F)
True
Effective problem management provides the understanding needed to reduce the number of incidents, and the impact of incidents that can’t be prevented. (T/F)
True
Problems that have a significant impact on services will be visible to customers and users. Which service value chain activity does problem management apply to?
Engage
Problem management provides information that helps to improve testing and knowledge transfer. Which service value chain activity does problem management apply to?
Design and transition
Problem management activities may identify product defects that are then managed as part which value chain activity?
Obtain/Build
Problem management makes a significant contribution by preventing incident repetition and supporting timely incident resolution. Which service value chain activity does problem management apply to?
Deliver and support
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment and value creation. Feedback from users is collected by the service desk to support continual improvement. Which service value chain activity does the Service desk management practice apply to?
Improve
The service desk is the main channel for tactical and operational engagement with users. Which service value chain activity does this Service Desk practice application apply to?
Engage
The service desk provides a channel for communicating with users about new and changed services. Service desk staff participate in release planning, testing and early life support. Which service value chain activity does this Service desk management practice application apply to?
Design and transition
The service desk is the coordination point of managing incidents and service requests. Which service value chain activity does this Service desk management practice application apply to?
Deliver and support
Service level management supports planning of product and service portfolio and service offerings with information about the actual service performance and trends. Which service value chain activity does this Service level management practice application apply to?
Plan
Service level management can be a driving force for service improvement. Which service value chain activity does this Service level management practice application apply to?
Improve
Service level management ensures ongoing engagement with customers and users through feedback processing and continual service review. Which service value chain activity does the Service level management practice application apply to?
Engage
Service level management provides an input to the design and development of new and changed services. Which service value chain activity does this Service level management practice application apply to?
Design and tranistion
Service level management provides objectives for components and service performance, as well as for measurement and reporting capabilities of the products and services. Which service value chain activity does this Service level management practice application apply to?
Obtain/build
Service level management communicates service performance objectives to the operations and support teams and collects their feedback as an input for service improvement. Which service value chain activity does this Service level management practice application apply to?
Deliver and support
The purpose of the ___________ ______________ _________________ practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner.
Service request management
A __________ ___________ is a request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.
Service request
Service requests and their fulfillment should be standardized and automated to the greatest degree possible (T/F)
True
Service requests are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures. (T/F)
True
Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take additional advantage of automation. (Service request management) (T/F)
True
Policies should be established regarding what service requests will be fulfilled with limited or even no additional approvals so that fulfillment can be streamlined. (service request management (T/F))
True
Service request management can provide a channel for improvement initiatives, compliments and complaints from users. It also contributes to improvement by providing trend, quality and feedback information about fulfillment of requests. Which service value chain activity does this Service request management practice application apply to?
Improve
Service request management includes regular communication to collect user-specific requirements, set expectations and to provide status updates.Which service value chain activity does this Service request management practice application apply to?
Engage
Standard changes to services can be initiated and fulfilled as service requests. Which service value chain activity does this Service request management practice application apply to?
Design and transition
The fulfillment of service requests may require acquisition of pre-approved service components. Which service value chain activity does this Service request management practice application apply to?
Obtain/Build
Service request management makes a significant contribution to normal service delivery. This activity of the value chain is mostly concerned with ensuring users continue to be productive, and sometimes heavily depends on fulfillment of their requests. Which service value chain activity does this Service request management practice application apply to?
Deliver and support
The purpose of the ______ __________ ______________ practice is to plan and manage the full lifecycle of all IT assets, to help the organization.
IT asset management
Any valuable component that can contribute to delivery of an IT product or service is?
IT asset
The purpose the __________ and _____________ management practice is to systematically observe a service or service component, and record and report selected changes of state identified as events.
Monitoring, event
The purpose of the _____________ management practice is to make new and changed services and features available for us.
Release
The purpose of the ____________ ____________ management practice is 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.
Service configuration
A ________ __________ is any component that needs to be managed in order to deliver an IT service.
configuration item (CI)
The purpose of the ______________ ___________ practice is 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
