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ITIL - Service Management > Service Management > Flashcards

Service Management Flashcards

1
Q

Define Service

A

Service is defined as 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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2
Q

Define process

A

A process is a structured set of activities designed to accomplish a specific objective. It takes one or more defined inputs and turns them into defined outputs.

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3
Q

Define Service Management

A

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. It is the set of processes that provide a service.

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4
Q

What are the tree types of service provider?

A

Internal service provider, external service provider, shared service provider

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5
Q

What is a function within Service Management?

A

A team or group of people and the tools or other resources they use to carry out one or more processes or activities.

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6
Q

Give examples of functions in ITIL

A

Service Desk, Operations Management, Technical Management, Application Management

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7
Q

What are the process owner’s responsibilities?

A 
- Responsible for a specific process - 
Strategy, policies and standards.
Design Process. Change Management.
Provide resources.
"Fit for purpose".
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8
Q

What are the process practitioner’s responsibilities?

A 
- Doing daily work - 
Executing process activities. 
Stakeholders.
Relationships.
Creating/updating records.
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9
Q

What are the process manager’s responsibilites?

A
  • Day-to-day boss -
    Operations management.
    Monitor/report performance.
    Managing resources. CSI/Improvements.
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10
Q

What are the service owner’s responsibilities?

A 
- Big boss -
CSI.
Support customer Accountable servicedelivery. 
BRM.
CAB. 
SLA/OLA
Customer communication.
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11
Q

Define utility

A

“Fit for purpose”. A service has required functionality, enchances performance or remove constraints. What is delivered?

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12
Q

Define warranty

A

“Fit for use”. A service has availability, continuity, security and capacity. How is it delivered?

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13
Q

Define risk

A

Risk is a possible event that could cause harm or loss, or affect the ability to achieve objectives

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14
Q

What are the two stages within Risk management?

A

Stage 1: Identify risks. Document and analyse them. Stage 2: Manage risks. Based on priority, action plans will be documented and reviewed.

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15
Q

What is governance?

A

Governance defines common directions, policies and rules for the business and IT. Ensure policies and strategy are implemented and processes are followed. Defines roles, responsibilities, measures and reports.

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16
Q

What is Patterns of Business Activity (BPA)?

A

A PBA is a workload profile of a business acitivity. Helps the IT service provider understand and plan for different levels of business acitivity.

17
Q

What needs to be included in PBA (Patterns of Business Activity) definitions?

A
  1. Classification: type of PBA and workload
  2. Attributes: volume, frequency, location, duration
  3. Requirements: performance, availability
  4. Service asset requirements: what is needed to fulfil demand?
18
Q

What is the RACI model?

A

Used to manage roles and resources during a piece of work or task. Provides a clear mapping of roles across different teams in the organization. The process owner is accountable for every acitivity within the process when the model is applied.

19
Q

What does the RACI model include?

A
  1. Responsible: resources who carry out tasks, reporting to the accountable resource.
  2. Accountable: one person with overall authority for the task
  3. Consulted: resources that have information required for the task
  4. Informed: resources who need an output from the task or need to know how it is progressing.
20
Q

What are the benefits with Service Management Automation?

A

Improve service asset performance and service utility and warranty. Capacity can be adjusted easily. Can be measured and improved. Optimizing services and processes. Better service quality. Reduced costs and risks. Reduced complexity and uncertainty.

21
Q

Which service management areas benefit from automation?

A 
Design and modelling.
Service Catalogue.
Pattern recognition and analysis. 
Classification, prioritization and routing. 
Detection and monitoring. 
Optimization.
22
Q

What are the four characteristic features of a process?

A
  1. It responds to specific events
  2. Results are delivered to customers
  3. Results are pre-defined
  4. It is measurable

ITIL - Service Management (7 decks)

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