ITSM Lifecycle Fundamentals

Question 1

What are the stages of ITIL lifecycle?

Answer 1

Strategy
Design
Transition
Operation
Improvement

Question 2

What is PDCA?

Answer 2

Plan (Strategy & Design)
Do - (Transition)
Check (Operation
Act & Improvement)

Question 3

What is type 1 service provider?

Answer 3

Internal service provider

Service provider within same organisational department

Question 4

What is a type 2 service provider?

Answer 4

Shared service unit

Service provider from another business unit (department) within organisation

Question 5

What is a type 3 service provider?

Answer 5

External outsourced IT services

Question 6

What is a stakeholder?

Answer 6

People expecting results or accountable with ITSM

Question 7

What is governance?

Answer 7

Ensure processes are followed + responsible roles

Question 8

What is a function in ITIL?

Answer 8

A group/team

Question 9

What is a process owner responsible for?

Answer 9

Defining and documenting the process

Audit and monitor the process

Question 10

What is a process manager?

Answer 10

Managing day to day details regarding process

Question 11

What is a process practitioner?

Answer 11

Carries out activities defined within the processes

Question 12

What is a RACI chat?

Answer 12

Delegation for:
Responsible (performing the work)
Accountable (ensure is performed)
Consulted (seek help from)
Informed (process execution reported to)