Session 1 | ITIL Overview

Question 1

What does the acronym ITIL stand for?

Answer 1

Information Technology Infrastructure Library

Question 2

What is ITIL?

Answer 2

A detailed set of best practices for IT service management.

ITIL describes the process that a service provider goes through in order to provide the customer with best and most up to date service possible.

Question 3

What are the books of ITIL?

We say books because the L stands for library

Answer 3

1 - Service Strategy
2 - Service Design
3 - Service Transition
4 - Service Operation
5 - Continual Service Improvements

Question 4

Book #1 of ITIL - Service Strategy

What is the main concept of this book?

Answer 4

The vision and the mission

All strategical decisions or whatever it is that you are looking to achieve.

Question 5

Book #2 of ITIL - Service Design

What is the main concept of this book?

Answer 5

The plan, the blueprint, the timeline, etc..

4 things should be taken into account when designing a service

• People, processes, products, and partners.

Question 6

Book #3 of ITIL - Service Transition

What is the main concept of this book?

Answer 6

The process:

The process of managing a projects change and development.

Question 7

Book #4 of ITIL - Service Operation

What is the main concept of this book?

Answer 7

The day to day operation

This would be generic upkeep, tickets, etc..

Question 8

Book #5 of ITIL - Continual Service Improvement

What is the main concept of this book?

Answer 8

The upgrades

Making small incremental (step-wise) improvements throughout the entire lifecycle.

Question 9

What are the 5 subcategories of Service Strategy?

Answer 9

1 - Strategy Management for IT Service
2 - Financial Management
3 - Service Portfolio Management
4 - Demand Management
5 - Business Relationship Management

Question 10

Subcategory of Service Strategy

1 - Strategy Management for IT service

• Define

Answer 10

Everything must be done considering the 4 ps of strategy

Perspective, position, plans, and patterns

Question 11

Subcategory of Service Strategy

2 - Financial Management

• Define

Answer 11

How to manage costs.

Question 12

Subcategory of Service Strategy

3 - Service Portfolio Management

• Define

Answer 12

A collection (or portfolio) of past, present, and future services being provided to a company.

There are 3 major parts
Service Pipeline - services coming up
Service Catalog - services currently in use
Retired Services - services that have been… retired.. are you not listening?

This helps organize the process by which companies can see which services help, and which don’t… where they have been, and where they are going.

Question 13

Subcategory of Service Strategy

4 - Demand Management

• Define

Answer 13

It focuses on understanding and influencing user/customer demand.

Question 14

Subcategory of Service Strategy

5 - Business Relationship Management

• Define

Answer 14

Maintain positive relationship with users / customers..

Identify needs of current and future customers so services can be developed for those needs to be met.

Question 15

What are the 8 subcategories of Service Design?

Answer 15

1 - Design Coordination
2 - Service Level Management
3 - Availability Management
4 - Capacity Management
5 - IT Service Continuity Operations
6 - Information Security Management
7 - Service Catalog Management
8 - Supplier Management

Question 16

Subcategory of Service Design

1 - Design Coordination

• Define

Answer 16

A process which is the single point of contact for all collaboration and coordination in regards to service design

Design coordination is just us working together (coordination) on the plan (service design)

Question 17

Subcategory of Service Design

2 - Service Level Management

• Define

Answer 17

A process which keeps track of all services and agreements made between the customer and the service provider.
This leads to a Service Level Agreement (SLA)

Question 18

Subcategory of Service Design

3 - Availability Management

• Define

Answer 18

This process is concerned with the management and completion of the agreed upon availability.
“Are we available to do things for the customer when we said we would be available?”

Question 19

Subcategory of Service Design

4 - Capacity Management

• Define

Answer 19

This process ensures that the cost-effective capacity meets or exceeds the needs of the business.

“What is the demand that will be put upon us; can we predict and understand it to plan accordingly?”

There are 3 major areas

• BCM : Business Capacity Management
• SCM : Service Capacity Management
• CCM : Component Capacity Management

Question 20

Subcategory of Service Design

5 - IT Service Continuity Operations

• Define

Answer 20

This process ensures that the service provider will always be able to provide the minimum level of service that was agreed upon. If something bad should happen.. specific things should continue to stay up and running.

Question 21

Subcategory of Service Design

6 - Information Security Management

• Define

Answer 21

Protect the information of the organization
There are 5 basic aspects
- Confidentiality
- Integrity
- Availability
- Authenticity
- Non-repudiation

Question 22

Subcategory of Service Design

7 - Service Catalog Management

• Define

Answer 22

Creating and keeping up to date the catalog of all services that are provided to customers and users.

There are 2 types

• Business service catalog : available to consumers
• Technical service catalog: available to IT staff and management

Question 23

Subcategory of Service Design

8 - Supplier Management

• Define

Answer 23

This process is used to obtain valuable funds from third-party suppliers. It handles supplier evaluation, contract negotiations, performance reviews, renewals, and terminations.

Question 24

What are the 8 subcategories of Service Transition?

Answer 24

1 - Transition Planning and Support
2 - Service Asset and Config Management
3 - Release and Deployment Management
4 - Change Management
5 - Change Evaluation
6 - Service Evaluation and Testing
7 - Knowledge Management

Question 25

Subcategory of Service Transition 1 - Transition Planning and Support - Define

Answer 25

This process focuses on planning and supporting to ensure the release of features or resources within the predicted costs, time, and quality estimates.

Question 26

Subcategory of Service Transition 2 - Service Asset and Config Management - Define

Answer 26

This process evaluates and keeps track of all assets and resources that are required to deliver an IT service.. How do all of these assets work together and how are they configured? This helps in problem management and handling issues when changing things.

Question 27

Subcategory of Service Transition 3 - Release and Deployment Management - Define

Answer 27

The process of planning, scheduling, and controlling the movement of releasing to live testing. It is crucial to maintain the integrity of the live environment.. so that only the correct components are released.

Question 28

Subcategory of Service Transition 4 - Change Management - Define

Answer 28

The process of controlling what changes are being made while services are in the transition stage. They must cause minimal disruption to IT services.

Question 29

Subcategory of Service Transition 5 - Change Evaluation - Define

Answer 29

``` The process of determining what changes are worth following through and which changes need to be cut. There are 3 types of changes.. - Standard - Normal - Emergency changes ```

Question 30

Subcategory of Service Transition 6 - Service Evaluation and Testing - Define

Answer 30

This process ensures that whatever is deployed will meet the expectations of the customer and is supported by IT operations.

Question 31

Subcategory of Service Transition 7 - Knowledge Management - Define

Answer 31

Gather, analyze, store, and share knowledge. What do we know, and how can we use what we know? Are there things we can forget because they’re no longer relevant?

Question 32

What are the 9 subcategories of Service Operations?

Answer 32

``` (5 Processes) 1 - Incident Management 2 - Problem Management 3 - Access Management 4 - Event Management 5 - Request Fulfillment ``` ``` (4 Functions) 6 - Service Desk 7 - Technical Management 8 - Application Management 9 - IT Operations Management ```

Question 33

Subcategory of Service Operation 1 - Incident Management - Define

Answer 33

(Process) Manages the lifecycle of services.. Keeps track of degradation of services in order to restore services as early as possible.

Question 34

Subcategory of Service Operation 2 - Problem Management - Define

Answer 34

(Process) A problem refers to the cause of one or more incidents. Problem management includes finding and identifying these causes to prevent issues and minimizing issues which cannot be avoided.

Question 35

Subcategory of Service Operation 3 - Access Management - Define

Answer 35

(Process) This grants authorization to users and prevents unauthorized access. It executes policies set forth by the Information Security Management.

Question 36

Subcategory of Service Operation 4 - Event Management - Define

Answer 36

(Process) Monitoring, identifying, and detecting different events. It ensures constant monitoring of configuration items and services. It also filters and categorizes these events to decide appropriate actions. Different events include - Informational - Provide info, can state something about completion or something that has happened Warning - If this continues in a specific way, something bad could happen. Exception - This is when something actually does go wrong. Essentially an incident

Question 37

Subcategory of Service Operation 5 - Request Fulfillment - Define

Answer 37

(Process) This is a process that fulfills (usually minor) service requests or requests for information.

Question 38

Subcategory of Service Operation 6 - Service Desk - Define

Answer 38

(Function) Acts as a single point of contact for users who are using the service. It handles all the communication required from users and manages incidents and service requests. This is different from a help desk.. a help desk is often much smaller in scope and is reactive in nature. Service desks deal with the wider needs of an organization.

Question 39

Subcategory of Service Operation 7 - Technical Management - Define

Answer 39

(Function) This function is made up of departments and teams that provide expert knowledge and technical skills for IT services and IT infrastructure. Technical management ensures and maintains a stable technical infrastructure by testing, managing, and refining IT services and technology. It acts like a custodian.

Question 40

Subcategory of Service Operation 8 - Application Management - Define

Answer 40

(Function) Responsible for managing and application throughout its life cycle.

Question 41

Subcategory of Service Operation 9 - IT Operations Management - Define

Answer 41

(Function) Monitors and controls IT services and their underlying infrastructure. It can involve activities such as.. Job scheduling, backing up and restoring, print and output management, and regular maintenance

Question 42

What are the 7 steps within the improvement process for Continual Service Improvement?

Answer 42

1 - Identifying improvement strategies 2 - Defining what will be measured 3 - Gathering data 4 - Processing data 5 - Analyzing data 6 - Presenting and using information obtained from the data 7 - Using the information for improvement

Question 43

What is a RACI chart?

Answer 43

(Also know as a RACI matrix or a RACI model) it is a diagram that shows key roles and responsibilities of people along with major tasks for a project.

Question 44

What does RACI in RACI model, RACI chart, RACI matrix, etc… stand for?

Answer 44

Responsible - who is responsible for doing the actual work for the task Accountable - who is accountable for the success of the task and is the decision maker (the project manager typically)(this should be a single person whenever possible to avoid confusion and slow decision making) Consulted - who needs to be consulted for details and additional info on requirements. (Typically the person consulted is the subject matter expert) Informed - who needs to be kept informed of major updates (typically senior leadership)

Question 45

What is an SLA and how is it different from an OLA?

Answer 45

SLA stands for Service Level Agreement and is a measurable, concise, and clear agreement between the customer and the service provider which is overseen by SLM (Service Level Management). It is different from an OLA in that OLA refers to the Operational Level of Agreement. OLA is an agreement in respect to maintenance and other services.. it is an agreement between different support groups working to provide the intended SLA. SLA is between the service provider and the customer.. and OLA is between different departments within the service provider.