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ITIL4 > ITIL4 > Flashcards

ITIL4 Flashcards

1
Q

What are the 6 key activities of the service value chain

A
  • Plan
  • Improve
  • Engage
  • Design / Transition
  • Obtain / Build
  • Deliver / Support
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2
Q

What are the four dimensions of service management

A
  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
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3
Q

What are the 7 guiding principles

A
  1. Focus on value
  2. Start where you are
  3. Progress iteratively with feedback
  4. Collaborate and promote visibility
  5. Think and work holistically
  6. Keep it simple and practical
  7. Optimize and automate
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4
Q

What are the main parts of the service value system

A 
Guiding principles
Governance
Service Value Chain
Practices 
Continual Improvement
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5
Q

What is the definition of Service Management

A

set of specialized organizational capabilities for enabling value for customers in the form of services

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6
Q

What is value

A

the perceived benefits, usefulness and importance of something

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7
Q

How is value created

A

co-created through active collaboration between providers, consumers and other organizations
-not one directional

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8
Q

What is an organization

A

a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives

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9
Q

What are Service Providers

A

an organization who provision services.

-Provider can be internal or external to the consumer’s organization

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10
Q

Define Service Consumers

A

an organization who receive services

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11
Q

Define Customer

A

a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

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12
Q

Define User

A

a person who uses services

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13
Q

Define Sponsor

A

person who authorizes budget for service consumption

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14
Q

Define Product

A

a configuration of an organization’s resources designed to offer value for a consumer

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15
Q

Define Service

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

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16
Q

Define Service Offering

A

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

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17
Q

What are components of a service

A
  • Goods
  • Access of Resources
  • Service Actions
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18
Q

Define Goods

A

-ownership transferred to consumer and consumer takes responsibility for future use

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19
Q

Define Access to Resources

A

Ownership not transferred to consumer

-access is granted/licensed under agreed terms or conditions

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20
Q

Define Service Actions

A
  • performed by provider to address consumer need

- performed according to agreement with consumer

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21
Q

What is a service relationship

A

a cooperation between a service provider and service consumer

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22
Q

Define Service Provision

A

activities performed by an organization to provide services

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23
Q

Define Service Consumption

A

activities performed by an organization to consume services

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24
Q

What is Service Relationship Management

A

joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

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25
Q

Output vs Outcome

A

Output is a tangible or intangible deliverable of an activity while Outcome is a result for a stakeholder based on or more outputs

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26
Q

What are the two types of Cost

A

Costs removed from the consumer

Costs imposed on the consumer

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27
Q

Define Risk

A

possible event that could cause harm or lost or make it more difficult to achieve objectives
-uncertainty of outcome

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28
Q

How can the consumer contribute to reduction of risk

A
  • 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
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29
Q

Utility vs Warranty

A

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

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30
Q 
Which word is NOT part of the ITIL definition of service?
A. Outcome
B. Risk
C. Value
D. Output
A

D. Output

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31
Q

What are the four dimensions of Service Management

A

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

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32
Q

What is a Value Stream

A

A series of steps an organization undertakes to create and deliver products and services to consumers

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33
Q

What is a Process

A

A set of interrelated or interacting activities that transform inputs into outputs

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34
Q

What are some influencing factors that determine the strategy of Partners and Suppliers

A 
Strategic Focus
Corporate Culture
Resource Scarcity
Cost conerns
Subject Matter Expert
External Constraints
Demand Patterns
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35
Q

How is the Guiding Principles used

A

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work or management structure

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36
Q

What is the Service Value Chain

A

A set of interconnected activities that an org performs to deliver a valuable product or service to its consuers and to facilitate value realization

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37
Q

What are some main principles of Focus on Value

A
  • 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
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38
Q

What questions can you ask about a customer’s perception of value

A
  • 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
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39
Q

What are some main principles of Start Where You Are

A
  • 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
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40
Q

What are some principles of Progress Iteratively with Feedback

A

Try not to do all at once

-start small building into large improvement

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41
Q

What are some principles of Keep it Simple and Practical

A
  • 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
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42
Q

What is Optimization

A

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

43
Q

What is Automation

A

Use technology to perform a step or series of steps correctly and consistently with limited or no human intervention

44
Q

What is the steps for the Continual Improvement Model

A
  1. What is the vision
  2. Where are we now
  3. Where do we want to be
  4. How do we get there
  5. Take action
  6. Did we get there
  7. How do we keep the momentum going
45
Q

What are the key focus on What is the vision

A
  • 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
46
Q

What are the key steps in Where are we now

A
  • clear and accurate understanding of the starting point and impact on initiative
  • current state assessment
47
Q

What are part of the current state assessement

A

existing services

  • user’s perception of value received
  • people’s compentencies and skills
  • current processes and procedures involved
  • capabilities of current technological solutions
48
Q

What are key steps in Where do we want to be

A
  • 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
49
Q

What are key steps in How do we get there

A

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.
50
Q

What are key steps in Take Action

A

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

51
Q

What is the purpose of the Plan value chain

A

-ensure a shared understanding of the vision, current status of plans, and improvement directions of the organization

52
Q

What is the purpose of the Improve value chain

A

Ensure continual improvement of products, services, and practices across all value chain activities and four dimensions of service management

53
Q

What is the purpose of the Engage value chain

A

Provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders

54
Q

What is the purpose of Design and Transition

A

Ensure that products and services continually meet stakeholder expectation for quality, costs and time to market

55
Q

What is the purpose of Obtain and Build

A

Ensure service components are available when and where they are needed and meet agreed specifications

56
Q

What is the purpose of Deliver and Support

A

Ensure that services are delivered and supported according to agreed specifications and stakeholder’s expectations

57
Q

What are the different type or management practices

A

General
Service
Technical

58
Q

What are part of General Management Practices

A

Continual Improvement
Information Security Management
Relationship Management
Supplier Management

59
Q

What are part of Service Management Practices

A 
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
60
Q

What are some Technical Management Practices

A

Deployment Management

61
Q

What is a Continual Improvement Register

A

Document(s) used to track and manage improvement ideas from identification through to final action

62
Q

What is the purpose of the Continual Improvement Practice

A

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

63
Q

What are some principles of Continual Improvement practice

A
  • Select a few key methods

- continual improvement is everyone’s responsibilities

64
Q

What are some principles of Information Security Management

A
  • 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
65
Q

What is the purpose of Relationship Management

A

Establish and nurtures links between the organization and its stakeholders at strategic and tactical levels

66
Q

What are some principles central to Supplier Management

A
  • 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
67
Q

What are some Supplier Management activities

A
  • 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
68
Q

What is the purpose of Monitoring and Event Management

A

-systematically observe services and service components and record and report selected changes of state identified as events

69
Q

What is an Event

A

any change of state that has significance for the management of a configuration item or IT service

70
Q

What are some key activities of Monitoring and Event Management

A
  • 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
71
Q

What is the purpose of Incident Management

A

minimize the negative impact of incidents by restoring normal service operation as quickly as possible

72
Q

Define Incident

A

an unplanned interruption to a service, or reduction in the quality of service

73
Q

What are some key activities of Incident Management

A
  • 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
74
Q

What is the purpose of Problem Management

A

reduce likelihood and impact of incidents by indentifying actual and potential causes of incidents, and managing work arounds and known errors

75
Q

Define Problem

A

A cause or potential cause of one or more incidents

76
Q

Define Known Error

A

A problem that has been analyzed and has not been resolved

77
Q

Define Workaround

A

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

78
Q

What is involved in Problem Identification

A
  • 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
79
Q

What is the purpose of a Service Desk

A

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
80
Q

What is the purpose of Service Request Management

A

support he agreed quality of a service by handling all pre-defined user initiated service requests in an effective and user friendly manner

81
Q

Define Service Request

A

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

82
Q

What are some guidelines for Service Requests

A
  • 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
83
Q

What is the purpose of IT asset managment

A

Plan and manage the full lifecycle of all IT assets

84
Q

Define IT asset

A

Any valuable component that can contribute to the delivery of an IT product or service

85
Q

What is Software Asset Mangement

A

aimed at managing the acquisition, development, release, deployment, maintenance, and eventual retirement of software assets

86
Q

What are some benefits of IT asset Management

A
  • optimize use of resources
  • support decision making about purchase, reuse, and retirement asset
  • meet regulatory and contractual requirements
  • maximize value
  • control costs
  • manage risks
87
Q

What is the purpose of Service Configuration Management

A

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.

88
Q

What is a Configuration Item

A

Any component that needs to be managed in order to deliver and IT service

89
Q

What is an Atrribute

A

a piece of information about a configuration item, eg: name, location, version number,cost

90
Q

What is a Configuration Management System (CMS)

A

a set of tools, data, and information that is used to support service configuration managment

91
Q

What processes are needed for Service Configuration Management

A
  • 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
92
Q

What is the purpose of Change Control

A

Maximize the number of successful IT changes by ensuring that risks have been properly addressed, authorizing changes to proceed, and managing a change schedule

93
Q

Define what a Change is

A

the addition, modification, or removal of anything that could have a direct or indirect effect on services

94
Q

What is Organizational Change Management

A

manages the people aspects of changes to ensure that improvements and organizational transformation initiatives are implemented successfully

95
Q

What are Standard Changes

A

Low risk, pre-authorized, well understood, fully documented changes

96
Q

What are Normal Changes

A

Changes that need to be scheduled, assessed, and authorized following a standard process

97
Q

What are Emergency Changes

A

Changes that must be implemented as soon as possible, to resolve an incident or implement a security patch

98
Q

What is the purpose of Release Management

A

Make new and changed services and features available for use

99
Q

Define Release

A

A version of a service or other configuration item or collection of configuration items that is made available for use

100
Q

What are Blue/Green releases

A

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

101
Q

What is the purpose of Service Level Mangement

A

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

102
Q

What is the purpose of Deployment Management

A

Move new or changed hardware, software, documentation, processes and any other component to live environments

103
Q

What are some approaches to Deployment

A
  • Phased
  • Continuous
  • Big Bang
  • Pull

ITIL4 (1 decks)

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