ITIL4 Flashcards
What are the 6 key activities of the service value chain
- Plan
- Improve
- Engage
- Design / Transition
- Obtain / Build
- Deliver / Support
What are the four dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
What are the 7 guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
What are the main parts of the service value system
Guiding principles Governance Service Value Chain Practices Continual Improvement
What is the definition of Service Management
set of specialized organizational capabilities for enabling value for customers in the form of services
What is value
the perceived benefits, usefulness and importance of something
How is value created
co-created through active collaboration between providers, consumers and other organizations
-not one directional
What is an organization
a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives
What are Service Providers
an organization who provision services.
-Provider can be internal or external to the consumer’s organization
Define Service Consumers
an organization who receive services
Define Customer
a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Define User
a person who uses services
Define Sponsor
person who authorizes budget for service consumption
Define Product
a configuration of an organization’s resources designed to offer value for a consumer
Define Service
means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks
Define Service Offering
a description of one or more services, designed to address the needs of a target consumer group
-may include goods, access to resources, and service actions
What are components of a service
- Goods
- Access of Resources
- Service Actions
Define Goods
-ownership transferred to consumer and consumer takes responsibility for future use
Define Access to Resources
Ownership not transferred to consumer
-access is granted/licensed under agreed terms or conditions
Define Service Actions
- performed by provider to address consumer need
- performed according to agreement with consumer
What is a service relationship
a cooperation between a service provider and service consumer
Define Service Provision
activities performed by an organization to provide services
Define Service Consumption
activities performed by an organization to consume services
What is Service Relationship Management
joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Output vs Outcome
Output is a tangible or intangible deliverable of an activity while Outcome is a result for a stakeholder based on or more outputs
What are the two types of Cost
Costs removed from the consumer
Costs imposed on the consumer
Define Risk
possible event that could cause harm or lost or make it more difficult to achieve objectives
-uncertainty of outcome
How can the consumer contribute to reduction of risk
- Actively participate in definition of the requirements of the service and clarification of its required outcomes
- Clearly communicating the critical success factors and constraints that apply to the service ensuring provider has access to the necessary resources of the consumer throughout the service relationship
Utility vs Warranty
Utility is the functionality offered by a product or service to meet a particular need
Warranty is assurance the product or service will meet agreed requirements
Which word is NOT part of the ITIL definition of service? A. Outcome B. Risk C. Value D. Output
D. Output
What are the four dimensions of Service Management
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
What is a Value Stream
A series of steps an organization undertakes to create and deliver products and services to consumers
What is a Process
A set of interrelated or interacting activities that transform inputs into outputs
What are some influencing factors that determine the strategy of Partners and Suppliers
Strategic Focus Corporate Culture Resource Scarcity Cost conerns Subject Matter Expert External Constraints Demand Patterns
How is the Guiding Principles used
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work or management structure
What is the Service Value Chain
A set of interconnected activities that an org performs to deliver a valuable product or service to its consuers and to facilitate value realization
What are some main principles of Focus on Value
- everything should link to value
- value defined by consumer’s needs
- value achieved through support of intended outcomes and optimization of the service consumer’s costs and risks
- value changes over time and in different circumstances
What questions can you ask about a customer’s perception of value
- who is the customer
- why does the customer use the service and what do the service help them do
- how does the services help the consumer meet their goals
- what are the cost/financial consequences and risk for the service consumer
What are some main principles of Start Where You Are
- access where you are
- understand the role of measurement
- look at what exists objectively as possible, using the customer or desired outcome as the starting point
- apply risk management skills
- recognize that sometimes nothing from current state can be reused
- see how examples of successful practices can be replicated or expanded upon
What are some principles of Progress Iteratively with Feedback
Try not to do all at once
-start small building into large improvement
What are some principles of Keep it Simple and Practical
- use minimum number of steps
- establish outcome based thinking
- eliminate things of no value
- handle exceptions generally not individually
- judge what to keep
- start with an uncomplicated approach
- agree on objectives
What is Optimization
make something as effective and useful as it needs to be within certain set of constraints that include financial limitations, compliance requirements, time constraints and resource availability
What is Automation
Use technology to perform a step or series of steps correctly and consistently with limited or no human intervention
What is the steps for 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 are the key focus on What is the vision
- the org’s vision and objectives need to be translated for the specific business unit, dept, team andor individual so that context, objectives and boundaries for any improvements are understood
- high level vision for planned improvement
What are the key steps in Where are we now
- clear and accurate understanding of the starting point and impact on initiative
- current state assessment
What are part of the current state assessement
existing services
- user’s perception of value received
- people’s compentencies and skills
- current processes and procedures involved
- capabilities of current technological solutions
What are key steps in Where do we want to be
- gap analysis from what is the vision and where are we now
- define one ore more prioritized actions along the way to complete the vision based on starting point
- improvement objectives can be set along with critical success factors and KPIs
What are key steps in How do we get there
Plan for a straightforward or more involved route for completing a single improvement
- it may be most effective to carry out work in a series of iterations
- with each iteration, there is opportunity to check progress, re-evaluate approach and change direction if appropriate.
What are key steps in Take Action
continual focus on measuring progress towards vision and managing risk
ensuring visibility and overall awareness of initiative
-can even end up going to previous steps
What is the purpose of the Plan value chain
-ensure a shared understanding of the vision, current status of plans, and improvement directions of the organization
What is the purpose of the Improve value chain
Ensure continual improvement of products, services, and practices across all value chain activities and four dimensions of service management
What is the purpose of the Engage value chain
Provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders
What is the purpose of Design and Transition
Ensure that products and services continually meet stakeholder expectation for quality, costs and time to market
What is the purpose of Obtain and Build
Ensure service components are available when and where they are needed and meet agreed specifications
What is the purpose of Deliver and Support
Ensure that services are delivered and supported according to agreed specifications and stakeholder’s expectations
What are the different type or management practices
General
Service
Technical
What are part of General Management Practices
Continual Improvement
Information Security Management
Relationship Management
Supplier Management
What are part of Service Management Practices
Monitoring and Event Management Incident Management Problem Management Service Desk Service Request Management IT Asset Management Service Configuration Management Change Control Release Management Service level management
What are some Technical Management Practices
Deployment Management
What is a Continual Improvement Register
Document(s) used to track and manage improvement ideas from identification through to final action
What is the purpose of the Continual Improvement Practice
Align the organization’s practice and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the effecient and effective management of products/services
What are some principles of Continual Improvement practice
- Select a few key methods
- continual improvement is everyone’s responsibilities
What are some principles of Information Security Management
- protect the information needed by the org to do business
- manage risks to the confidentiality, integrity and availability of information
- monitor authentication and non-repudiation
- maintain balance between prevention, detection and correction
What is the purpose of Relationship Management
Establish and nurtures links between the organization and its stakeholders at strategic and tactical levels
What are some principles central to Supplier Management
- ensure that the org’s suppliers and their performances are managed appropriately to support the provision of seamless, quality products and services.
- creating single point of visibility and control
- maintaining supplier strategy, policy and contract management information
What are some Supplier Management activities
- Supplier planning
- Evaluation of suppliers and contracts
- Supplier and contract negotiation
- Supplier categorization
- Supplier and contract management
- Performance / Warranty management
- Contract renewal and/or termination
What is the purpose of Monitoring and Event Management
-systematically observe services and service components and record and report selected changes of state identified as events
What is an Event
any change of state that has significance for the management of a configuration item or IT service
What are some key activities of Monitoring and Event Management
- identify what services,systems CIs or other service components should be monitored and establish monitoring strategy
- implement and maintain monitoring
- establish and maintain thresholds and other criteria for determining which changes of state will be treated as events
- establish and maintain policies for how each type of detected event should be handled
- implement processes and automations required to operationalize the defined thresholds, criteria and policies
What is the purpose of Incident Management
minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Define Incident
an unplanned interruption to a service, or reduction in the quality of service
What are some key activities of Incident Management
- log and manage incidents
- prioritize based on business impact
- escalation
- resolution and closure
- managed through toolsets to give access to service level, configuration and knowledge data
What is the purpose of Problem Management
reduce likelihood and impact of incidents by indentifying actual and potential causes of incidents, and managing work arounds and known errors
Define Problem
A cause or potential cause of one or more incidents
Define Known Error
A problem that has been analyzed and has not been resolved
Define Workaround
A solution that reduces or eliminates the impact of an incident or problem for which full resolution is not yet available. Some workarounds reduce likelihoods of incidents
What is involved in Problem Identification
- Perform trend analysis of incident records
- detection of duplicate and reoccurring issues by users, service desk and technical support
- major incident management identifying a risk that an incident could reoccur analyzing information received from suppliers and partners
- analyzing information received from internal software developers, test teams, and project teams
What is the purpose of a Service Desk
Provide clear path for users to report issues, queries and requests and have them acknowledged, classified, owned and actioned
- Capture demand for incident resolutions and service requests
- provide a single point of contact for IT
- focus on supporting ‘people and the business’ rather than simply technical issues
- serve as an empathetic and informed link between provider and user
What is the purpose of Service Request Management
support he agreed quality of a service by handling all pre-defined user initiated service requests in an effective and user friendly manner
Define Service Request
A request from the user or user’s authorized representative that initiates a service action that has been agreed as part of a normal part of service delivery
What are some guidelines for Service Requests
- Standardize and automate as much as possible
- Establish policies regarding what approval/ authorization is required.
- Clearly set user’s expectations
- Identify and implement opportunities for improvement
- Define difference between requests and incidents
- May require different workflow models
What is the purpose of IT asset managment
Plan and manage the full lifecycle of all IT assets
Define IT asset
Any valuable component that can contribute to the delivery of an IT product or service
What is Software Asset Mangement
aimed at managing the acquisition, development, release, deployment, maintenance, and eventual retirement of software assets
What are some benefits of IT asset Management
- optimize use of resources
- support decision making about purchase, reuse, and retirement asset
- meet regulatory and contractual requirements
- maximize value
- control costs
- manage risks
What is the purpose of Service Configuration Management
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.
What is a Configuration Item
Any component that needs to be managed in order to deliver and IT service
What is an Atrribute
a piece of information about a configuration item, eg: name, location, version number,cost
What is a Configuration Management System (CMS)
a set of tools, data, and information that is used to support service configuration managment
What processes are needed for Service Configuration Management
- identify new CIs and add them to the CMS
- update configuration data when changes are deployed
- verify that configuration records are correct
- audit applications and infrastructure to identify any not documented
What is the purpose of Change Control
Maximize the number of successful IT changes by ensuring that risks have been properly addressed, authorizing changes to proceed, and managing a change schedule
Define what a Change is
the addition, modification, or removal of anything that could have a direct or indirect effect on services
What is Organizational Change Management
manages the people aspects of changes to ensure that improvements and organizational transformation initiatives are implemented successfully
What are Standard Changes
Low risk, pre-authorized, well understood, fully documented changes
What are Normal Changes
Changes that need to be scheduled, assessed, and authorized following a standard process
What are Emergency Changes
Changes that must be implemented as soon as possible, to resolve an incident or implement a security patch
What is the purpose of Release Management
Make new and changed services and features available for use
Define Release
A version of a service or other configuration item or collection of configuration items that is made available for use
What are Blue/Green releases
A/B releases that use two mirrored production environments. Users can be switched to an environment that has been updated with the new functionality by use of network tools that connect them to the correct environment
What is the purpose of Service Level Mangement
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
What is the purpose of Deployment Management
Move new or changed hardware, software, documentation, processes and any other component to live environments
What are some approaches to Deployment
- Phased
- Continuous
- Big Bang
- Pull
