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
Who determines value?
The customer
How many stages does release and deployment management have?
4
Which process owns the definitive media library?
SACM
For thinking about capacity, finish the phrase “all capacity starts with…”
BS (business and service)
Then components
What are the parts of the service portfolio?
Service pipeline
Service catalogue
Retired services
Which SLA covers the agreed level for one service, possibly many customers?
Service-based SLA
What are the four stages in release and deployment management?
Plan
Release and test
Deploy
Review and close
When can a known error record be created?
Any time that is useful
Which of the 4 P’s of service design describes services, technologies, and tools?
Products
Which two processes facilitate good management of service and customer assets?
Financial management and SACM
Technology, process, and service are what?
The three metrics that support the CSI activities
What is “fit for purpose”?
Utility
What is “fit for use”?
Warranty
What process ensures utility and warranty are addressed?
Design coordination
