Video 1

Question 1

I.T.I.L

Answer 1

Information Technology Infrastructure Library: a community defined framework and library of I.T. service management best practices. Began in England as a project by the central computer & Telecommunications agency (CCTA). Been around since the 1980s

Question 2

Organization : OGC

Answer 2

The office of government commerce is the owner of I.T.I.L

Question 3

Organization : itSMF

Answer 3

The I.T service management forum is a global non-profit organization that supports I.T service management, particularly through publications in the ITSM library series

Question 4

Organization : Axelos

Answer 4

Since 2015 this organization has defined the I.T.I.L exams, qualification schemes, certification systems and accredits the examination institutes

Question 5

Organization : Exam institutes

Answer 5

People Cert

Question 6

Why I.TI.L?

Answer 6

Recognized worldwide as a best practice approach for delivering I.T services and I.T service management
Biggest Challenge: Making it feel valued

Question 7

Best Practices

Answer 7

An industry wide method that has proven itself in practice

1) documented 2) Measurable 3) Actionable 4) Specific

Question 8

I.T Services

Answer 8

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

Question 9

What is the value of a service

Answer 9

Defined by the customer based on: Preferences ( What we need it to do) , Value, Business Outcomes ( Did it do what it’s supposed to cost), and perceptions

Question 10

What is an outcome?

Answer 10

The result of carrying out an activity, following a process, or delivering on I.T Service

Question 11

How to create value

Answer 11

Utility and Warranty

Question 12

Utility

Answer 12

The actual, visible benefit of a service to meet particular outcome it is described as “ Fitness For Purpose” in I.T.IL ( does what it is suppose to do)

Question 13

Warranty

Answer 13

The guarantee that a service will meet the customers requirements. It’s described as “Fitness For Use” in I.T.I.: ( Does it do what it’s suppose to do it when it’s suppose to do it”

Question 14

Core Services

Answer 14

The services provided to the customer

Question 15

Enabling Services

Answer 15

The services used to provide the core services to the customer

Question 16

Enhancing Services

Answer 16

Additional services used to make the core services more attractive to the customer

Question 17

Types of Customers: Internal

Answer 17

Made up of people who work in the same organization as the provider of services ( Always treat like paying customers)

Question 18

Types of Customers: External

Answer 18

Made up of people who are not employed by the provider of the services

Question 19

Internal Services

Answer 19

Services provided to departments within the same organization ( Internal customers)

Question 20

External Services

Answer 20

Services provided to external customers

Question 21

Stakeholders

Answer 21

Anyone who has an interest in an organization and the services it offers
EXAMPLES: Partners, Shareholders, Customers, Suppliers, User, Employees, Providers

Question 22

Service Management

Answer 22

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

Question 23

I.T Service Management

Answer 23

The implantation and management of quality I.T services that meet the needs of the business performed by I.T service providers through an appropriate mix of people, processes and information technology