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ITIL Foundations > Module 2 - Lifecycle > Flashcards

Module 2 - Lifecycle Flashcards

1
Q

Define the following “Term of Interest”: Service Management

A

A set of specialized organizational capabilities for providing value to customers in the form of services

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2
Q

Define the following “Term of Interest”: IT Service Management

A

The implementation and management of quality IT Services that meet the needs of the business. IT Service Management is performed by IT service providers through an appropriate mix of people, process, and information technology

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3
Q

Define the following “Term of Interest”: Service

A

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

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4
Q

Define the following “Term of Interest”: Resource

A

A generic term that includes IT infrastructure, people, money or anything else that might help deliver an IT Service. Resources are considered to be assets of an organization

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5
Q

Define the following “Term of Interest”: Capability

A

The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity. Capabilities are intangible assets of an organization

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6
Q

Define the following “Term of Interest”: Service Asset

A

Any resource or capability used by a service provider to deliver services to a customer. Resources and Capabilities are types of service asset. Resources and capabilities serve as strategic assets as they help differentiate a service provider’s services

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7
Q

Define the following “Term of Interest”: Function

A

A team or group of people and the tools or other resources they use to carry out one or more processes or activities. In large organizations, a function may be broken out and performed by several departments, teams and groups, or it may be embodied within a single organizational unit (e.g. the service desk). In smaller organizations, one person or group can perform multiple functions (e.g. a technical management department could also incorporate the service desk function).

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8
Q

Define the following “Term of Interest”: Process

A

A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder

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9
Q

Define the following “Term of Interest”: Outcome

A

The result of carrying out an activity, following a process or delivering an IT service etc. The term is used to refer to intended results as well as to actual results.

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10
Q

Define the following “Term of Interest”: Service Owner

A

This person is responsible to the customer for the initiation, transition and ongoing maintenance and support of a particular service

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11
Q

What are some of the key tasks performed by the “Service Owner”

A
  • Understand the service and represent it across the organization
  • Serve as the point of escalation for major incidents
  • Represent the Service in Change Advisory Board meetings
  • Participates in internal service review meetings and works with the CSI manager to identify and prioritize service improvements
  • Responsible for ensuring that the service entry in the Service Catalog is accurate and is maintained
  • Participates in negotiating SLAs and OLAs
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12
Q

Define the following “Term of Interest”: Process Owner

A

This person is responsible for ensuring that all activities defined within the process are undertaken and performed successfully

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13
Q

What are a few of the key tasks performed by the Process Owner role

A
  • Defining and reviewing the Key Performance Indicators (KPIs)
  • Assisting with and being ultimately responsible for the process design and its effectiveness and eficiency
  • Ensuring all relevant staff have the required training in the process and are aware of their role in the process
  • That the process, roles, responsibilities and documentation are regularly reviewed and audited
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14
Q

Define the following “Term of Interest”: Process Manager

A

A role responsible for the operational management of a process. responsibilities include planning and coordination of all activities required to carry out, monitor, and report on the process

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15
Q

Although in larger organizations the roles may be separate the process manager is often also the

A

Process Owner

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16
Q

Define the following “Term of Interest”: Process Practitioner

A

A process Practitioner is responsible for carrying out one or more process activities. Sometimes combined with process manager role, sometimes large numbers of process practitioners carry out different parts of the process

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17
Q

Is the following a capability or a resource: Management

A

Capability

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18
Q

Is the following a capability or a resource: Financial Capital

A

Resource

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19
Q

Is the following a capability or a resource: Infrastructure

A

Resource

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20
Q

Is the following a capability or a resource: Organization

A

Capability

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21
Q

Is the following a capability or a resource: Processes

A

Capability

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22
Q

Is the following a capability or a resource: Applications

A

Resource

23
Q

Is the following a capability or a resource: Information

A

Resource

24
Q

Is the following a capability or a resource: Knowledge

A

Capability

25
Q

Is the following a capability or a resource: People (experience, skills, and relationships)

A

Capability

26
Q

Is the following a capability or a resource: People (number of employees)

A

Resources

27
Q

What are the three areas from which value should be defined?

A

Business outcomes achieved, customer’s preferences, customer’s perception

28
Q

What is the starting point for customer perception? What is this based on?

A

The “Reference Value” based on what the customer has heard about the service or that the customer is currently doing the activity themselves or some previous similar experience

29
Q

What is the name for perceived additional benefits and gains provided by the service provider?

A

the “Positive Difference”

30
Q

What is the name for the perception of what would be lost by investing in a service

A

the “Negative Difference”

31
Q

What is the name for the actual perception the customer has of how much better (or worse) the service is than the reference value?

A

This is the “Net Difference” this will drive the customer’s decision to invest or not

32
Q

What are the five phases of the Lifecycle

A
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
33
Q

What is the focus of the following lifecycle phase: Strategy

A

Working with the business to plan appropriately for both long - and short - term service needs

34
Q

What is the focus of the following lifecycle phase: Design

A

Planning and architecting services that fall within the business’s strategy

35
Q

What is the focus of the following lifecycle phase: Transition

A
  • Moving planned business initiatives to live status
  • Retiring old services no longer of value to the business
  • Improving services to keep the business at or above required competitive levels
36
Q

What is the focus of the following lifecycle phase: Operation

A

Managing the services currently utilized by the business

37
Q

What is the focus of the following lifecycle phase: Continual Service Improvement

A

provides guidance utilizing best practices and proven quality management processes that assist and direct efforts for improvement in all of the lifecycle phases

38
Q

Describe the Customer benefit of the following phase: Service Strategy

A

provides guidance on how to design, develop and implement service management not only as an organizational capability but also as a strategic asset. It ensures that organizations are in a position to handle the costs and risks associated with their Service Portfolios and that the portfolios are set up for distinctive performance.

39
Q

Describe the Customer benefit of the following phase: Service Design

A

ensures the successful conversion of strategic objectives into portfolios of services and service assets

40
Q

Describe the Customer benefit of the following phase: Service Transition

A

Ensures successful transitioning of new and changed services into operations and controls the risks of failure and disruption of services

41
Q

Describe the Customer benefit of the following phase: Service Operation

A

ensures effective and efficient delivery and support of services, thus ensuring the value for both the customer and the service provider

42
Q

Describe the Customer benefit of the following phase: Continual Service Improvement

A

Provides structure for improvement efforts and outcomes, thus ensuring increased value

43
Q

Why should the RACI model be used and for what is it an acronym

A

The model is designed to make sure appropriate functional management of processes occurs.

  • Responsible
    • What needs to be done and by whom?
  • Accountable
    • Who are the owners of the results?
  • Consult
    • Who has ability to assist, guide?
  • Inform
    • Who needs/desires to know?
44
Q

Governance includes defining ___ and ___, ___ and ___ , and taking actions to resolve any issues identified

A

Governance includes defining Roles and Responsibilities, Measuring and Reporting , and taking actions to resolve any issues identified

45
Q

IT Governance is the responsibility of the ___ of ___ and ___ ___. It is an integral part of enterprise governance and consists of the leadership, organizational structures and processes that ensure that the organization’s IT sustains and extends the organization’s ___ and ___.

A

IT Governance is the responsibility of the board of directors and executive management. It is an integral part of enterprise governance and consists of the leadership, organizational structures and processes that ensure that the organization’s IT sustains and extends the organization’s strategies and objectives.

46
Q

What is the difference between Governance and Management

A

Governance focuses on making sound decisions, while Management deals with decision-making and execution

47
Q

What are the three parts of Risk Management

and define each

A
  • Identifying Risk
    • name the risk
    • get as many ideas as possible about what may threaten a project or strategy
    • document each with it’s potential consequences
  • Analyzing Risk
    • quantify impact and probability of risks
    • a risk with 100% probability is not a risk it is an “issue” and should thus be taken off risk plan
  • Managing Risk
    • once assessed and documented with their action plans this should be reviewed regularly to ensure that appropriate actions have been taken and are working as expected
48
Q

What are the four key characteristics that all processes have?

A

A Process must:

  • Be measurable: costs, performance, quality provided
  • Deliver specific results, consistently
  • Have customers or stakeholders whose expectations are met by the process
  • Respond to a specific event or trigger, thus making it traceable through its activities
49
Q

The Process Model organizes a process into three distinct components. Name and describe each

A
  • Process Control
    • all about process design and management. Good processes have a guiding policy, an owner, associated objectives, documentation and are measureable
  • Process Enablers
    • appropriate resources and capabilities (made up of people and tools, both of which play key roles in performing the activities of the process).
  • The Process itself
    • the collection of activities and roles required to successfully move inputs to outputs
50
Q

The four Ps of Design are what

A
  • People
  • Processes
  • Products
  • Partners
51
Q

Which of the following statements is correct for ALL processes?

A. they define functions as part of their design

B. they should deliver value for stakeholders

C. they are carried out by an external service provider in support of a customer

D. They are units of organizations responsible for specific outcomes

A

B. They should deliver value for stakeholders

52
Q

Which of the following statements about processes is/are Correct?

  1. All processes must have an owner
  2. A process Takes one or more inputs and turns them into defined outputs
  • A. 1 Only
  • B. 2 Only
  • C. Both of the Above
  • D. Neither of the Above
A

C. Both of the Above

53
Q

Whiche of the following activites should a Service Owner undertake?

    1. Representing a specific service across the organization
    1. Updating the Configuration Management Data Base (CMDB) after a change
    1. Helping to identify service improvements
    1. Representing a specific service in Change Advisory Board (CAB) meetings
A

1, 3 and 4 only

54
Q

What roles are defined in the RACI model?

A

Responsible, Accountable, Consulted, Informed

ITIL Foundations (7 decks)

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