Training Crash Course Flashcards
Which SLA covers the agreed level for multiple services for one customer?
Customer-based SLA
Give the first two steps and then acronym for the rest of the seven-step improvement process.
Business vision
What to measure
G-PAPI
What is the acronym for the five aspects of service design?
STAMP
What is an agreement between service providers in the same organization?
OLA
What lifecycle stage minimizes the impact of service outages on a day-to-day basis?
Service operation
What are the two views of the service catalogue?
Business/customer and technical/supporting
What is the difference between functional and hierarchical escalation?
Functional escalation transfers horizontally based on needing deeper technical expertise; hierarchical involves management
What is the CSI approach versus CSI process?
Process is the seven steps; approach is “what/where/how…etc”
What contains the costs, benefits, and risks that will allow an organization to make an informed decision about an action?
A business case
Which process coordinates activities and resources, and makes sure design is reusable?
Design coordination
Which process ensures all service models conform to requirements?
Design coordination
What does STAMP stand for?
Solutions, Tools, Architecture, Measurement, Processes
How are functions related to processes?
They carry out processes. (They are not part of the process.)
Give the four P’s of service design.
People
Process
Products
Partner
Is ITIL prescriptive?
No
