| A | B |
|---|
| Fit for Purpose (how service is built): | utility |
| Fit for Use (how service is delivered): | warranty |
| __________ provides a formal and universal standard for organizations seeking to have their Service Management capabilities audited and certified. | ISO/IEC 20000 |
| ITIL is a ____ _____ not a standard. | best practice |
| What are the Service Level Agreement types? | Service based SLA: a single service for all customers that use service; Customer based SLA: a single customer for all the services they use; Multi level SLA: corporate, customer and service |
| What is the Operational Level Agreement? | an agreement between an IT service provider and another part of the same organization |
| What is a Service Level Agreement? | an agreement between an IT service provider and a customer. describes IT service, service level targets and responsibilities of the IT service provider and customer |
| What are some components of Service Level Management Scope? | manage the expectation and perception of the business, customers and users; ensure the quality of service delivered matches those expectations and needs; establish and maintain service level agreements (SLA) and Operational Level Agreements (OLAs) |
| Define Service Level Management Objectives: | define, document, agree, monitor, measure, report and review IT services provided and instigate appropriate corrective measures |
| What is the purpose of the Service Level Management? | ensure that all current and planned IT services are delivered to agreed achievable targets |
| Which process ensures that utility and warranty requirements are properly addressed in the service design lifecycle stage? | design coordination |
| 5 major aspects of Service Design: | service solution; tools and systems for management information; architectures; measurement systems; processess |
| What is the Service Design Package (SDP) and which lifecycle stages use it? | represents documents and artifacts which define all aspects of an IT service and its requirements throughout each service.; Service Transition: to build, test and deploy/implement & Service Operations: to manage, support and maintain |
| Four P’s which must be considered when designing a service: | People, process, product/technology, partners/suppliers |
| Two types of services IT provides: | customer facing and supporting |
| What is the objective of Service Design? | Design IT services so effectively that minimal improvements during their lifecycle will be required |
| What is the purpose of Service Design? | design services which achieves the service provider’s strategy (new enhanced and retirement of services) |
| What is the purpose of Business Relationship Management? | establishing and maintaing a business relationship between the service provider and the customer |
| What are the three phases of Financial Management Scope? | Budgeting; Accounting; Charging |
| What is the purpose of Financial Management for IT services? | securing the appropriate level of funding; ensure appropriate commitment to service delivery |
| What are the objectives of Service Portfolio Management? | enabling decisions on which services to provide (delivering value); maintaining the definitive portfolio services |
| What is the purpose of Service Portfolio Management? | to ensure the right mix of services to balance investment |
| What is a business case and what will it contain? | a decision and support tool linking business impact to business outcomes; contains: risks and contingencies, impact, benefits, downsides/negatives, recommendations, financial analysis |
| What are the three phases to risk management? | identify risks, analyze risks, manage risks |
| What is risk and what are the phases of risk management? | risk is uncertainty of outcome (positive or negative); 2 phases: risk analysis, risk management |
| What drives the demand for services or provides insight into the demand for services? | Patterns of business activity |
| What are the three components of the Service Portfolio? | service pipeline: in design, build test and transition; service catalog: operations and transition (customers view of portfolio; retired services: phased out or retired |
| If Strategy, specifically Financial Management, is assessing the value of IT Services, which of these service provider types would they focus on? | All three: Type I, Type II, Type III |
| What are the three Service Provider Types? | Type I: internal service provider; Type II: Shared; Type III: External |
| What is Governance as presented by ITIL? | it defines the common directions, policies and rules that both the business and IT use to conduct business. |
| What are the business values of Service Strategy? | contribute to the value of the organization; understand types and levels of service needed to support customers; deliver and support services; respond quickly and effectively to business environment changes; help business achieve positive return on its investment; provide services effectively and efficiently; ensure consistent understanding of what is required and how it will be delivered through communication |
| What are the service strategy objectives? | understand the strategy; how value is created/delivered; identify opportunities to provide services and how to exploit them; define services, how they’ll be delivered, to whom and why |
| What is the purpose of the Service Strategy Lifecycle? | define the perspective, position and patterns that a derive provider needs to execute and organization business outcomes |
| 85% of the time its the _____ and not the people. | process |
| Four Categories of Key Performance Indicators (KPI): | Compliance, Quality, Performance, Value |
| Two Kinds of KPIs: | Qualitative and Quantitative |
| What is a Key Performance Indicator (KPI)? | a metric that is used to help manage an IT service, process, plan, project or other activity. KPIs are used to measure the achievement of a critical success factor. |
| What is a Critical Success Factor (CSF)? | something that MUST happen if an IT service, process, plan, project or other activity is to succeed |
| Define Continual Service Improvement and what processes are under this phase: | continue to create and improve value through improvements and enhancements ; Seven Step Improvement |
| Define Service Operation lifecycle and what processes are under this phase: | achieve effectiveness and efficiency in the management, support and delivery of services; Event Management, Incident Management, Request Fulfillment, Problem Management, Access Management, Service Desk, Technical Management, Application Management |
| Define Service Transition lifecycle and what processes are under this phase: | transitions new and changed services into operations; Transition Planning and Support, Change Management, Service Asset and Configuration Management, Release and Deployment Management, Knowledge Management |
| Define Service Design lifecycle and what processes are under this phase: | turns a service strategy ingot a plan for delivering business objectives and design high quality, cost effective, consistent services; Design Coordination, Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Supplier Management |
| Define service strategy lifecycle and what processes are under this phase: | represents policies and objectives and understand organizational needs; Service Portfolio Management, Business Relationship Management, Financial Management for IT Services |
| What are the Service Lifecycle Processes? | Service strategy, service transition, continual service improvement, service design, service operation |
| What are the order of components in the Deming Cycle and what they represent? | Plan: identify scope, objectives, requirements; Do: allocate roles and responsibilities; Check: monitor, measure, review; Act: implement actual improvement |
| What is the Deming Cycle? | it is used to define a methodology for “steady ongoing improvement” |
| The three types of Metrics: | Technology: components & application based metrics; Service: End-to-end service; Process: critical success factors (CSF) and key performance indicators (KPI) (defined by Process Owners) |
| _______ whose doing what activities. | raci chart |
| _______ tells you how to do activities. | procedure |
| _______ are where services are born at. | strategy |
| What publications provide guidance/direction specific to industry sectors or organizational types? | Complementary publications/guidance; examples: adopting best practices for specific industry sectors, integrating ITIL with other operating models |
| What are the sources of Best PRactices? | Standards, industry practices, academic research, training & education, internal experience |
| what are the enablers of best practices? | Employers, customers, suppliers, advisors, TECHNOLOGY |
| Why is ITIL successful? What are its key characteristics? | ITIL is a framework that identifies best practices; vendor neutral, non prescriptive, best practices |
| services - internal vs external | internal: delivering between departments or business units in same org; external: delivered to a customer outside of your organization; both must be provided/delivered to achieve the agreed level of service |
| what is a service? | a service is a means of delivering value to the customer |
| who defines the Value of a service? | customer |
| what does the customer use to define the value of a service? | customer's perception, preferences and business outcomes help to define the VALUE of a service |
| What are the two types of IT service? | customer facing, supporting |
| When considering services in terms of their relationships to one another and to their customers, the three types of classifying services are: | Core: deliver basic outcomes; Enabling: required for delivery of core services; Enhancing: not essential to delivery of core services |
| What is the formula that identifies the Primary Elements of Value? | Utility + Warranty = Value (It takes both utility and warranty to create value) |
| Value creation through services: | business outcomes, preferences, perceptions |
| Utility: | is fit for purpose; utility is what the service does; the functionality offered by a product or service to meet a particular need |
| Warranty: | is fit for use; how the service is delivered; assurance that a product or service will meet its agreed requirements for availability, capacity, security, continuity |
| What is service management? | a set of specialized organization capabilities for delivering value to customers in the form of services |
| What are the primary elements that create value, that Service Management transform into value? | resources (budgets) and capabilities (assets) |
| Who is identified as a stakeholder? | any one or group that is positively or negatively impacted; Customer: those who buy goods or services, person or group who defines and agrees the service level targets |
| Define IT Service Management (ITSM): | the implementation and management of quality IT services that meet the needs of the business: |
| ITSM primarily focuses on: | people, process and technology |
| Customers - Internal & External | Internal: people or dept who work in the same organization as the service provider; External: people who are not employed by the org or a part of the business, that purchase services from the service provider that are described and defined in a legally binding contract or agreement |
| The definition of a PROCESS? | a structured set of activities designed to accomplish a specific objective; process take one or more inputs and transforms them into defined output |
| Everything you do in IT is a ________. | process |
| What are the characteristics of a process? | Inputs: (Respond to specific events) also known as triggers and or events; Outputs: (Delivers results) also known as deliverables or products; Outputs are delivered to the customer and stakeholders; There are Metrics & Measures (Measurable) |
| Define what a function is: | a team or group of people and the tools or other resources they use to carry out one or more processes or activities |
| Define roles: | a set of responsibilities, activities and authorities granted to a person or team; defined in a process or function; one person or team may have multiple roles |
| The service owner is accountable for:? | delivery of a specific IT service and is a primary stakeholder in all of the underlying IT processes which enable or support the service. |
| The process owner is accountable for:? | ensuring a process is fit for purpose. |
| The process manager is accountable for:? | operational management of a process. |
| The process practioner is responsible for:? | carrying out one or more process activities |
| What is a RACI Model/Matrix and its purpose? | a model that is used to help define roles and responsibilities, it can assist in defining an organizations structure.; components include: accountable: only one person/individual can be accountable, responsible: does the work, dirty fingernails, sweat on the brow, consulted: they are the SME (subject matter experts), informed: notified of the status of the activities |
| What are the service catalog management objectives? | Provide and maintain a single sources of information on operational services; ensure the catalog is accurate and backed-up; contains information on services in operations and in transition; ensuring that the service catalog is available to those approved to access it |
| What are the Supplier Management Purpose & Objective? | obtain value for the money from suppliers; negotiate underpinning contracts; document, agree upon, manage and maintain the under pinning contract with suppliers; negotiate underpinning contracts; document, agree upon, manage and maintain the under pinning contract with suppliers |
| What is included within an underpinning contract? | financial agreement/arrangement relating to the contract; description of goods and services provided; responsibilities and dependencies of both parties |
| Which 2 processes review the Underpinning Contract on a regular basis? | supplier management, service level management |
| What is Information Security Management Purpose & Objective? | align IT security with Business security; protecting information from failures from Confidentility, Integrity & Availability |
| Who provides direction to Information Security Management on what information should be protected? | business management |
| What is the Availability Management Objective? | MEet or exceed the agreed upon Availability service targets (targets in the SLA) |
| What are the 2 aspects of Availability MAnagement? | Service & Component |
| What are the 2 key elements of Availability MAnagement? | reactive & proactive |
| the monitoring, measuring, analysis and management of all events (incident and problems) involving availability | reactive |
| proactive planning, designing and improvement of availability | proactive |
| Define reliability: | how long a component can function before it fails; freedom from failure |
| What is the objective of Capacity Management? | meeting or exceeding the agreed upon performance (capacity) service targets (targets in the SLA) |
| What are Capacity MAnagement 3 sub processes? | Business Capacity Management (BCM): all about the future; Component Capcity Mgmt (CCM): performance of the component; Service Capacity Mgmt (SCM): performance of the service |
| In IT Service Continuity Management what are the 3 inputs to the ITSCM Plan? | business continuity plan, business impact analysis, risk management |
| Who defines which services will be restored, in what order and how quickly, following a significantly impactful event? | business management in the form of the business continuity plan/strategy |
| What is the Service Transition Lifecycle Purpose? | ensure that new, modified or retired service meet the expectation of the business. (build, test and deploy new services, enhancements to existing services & retirement of services) |
| What is the Service Transition Lifecycle Objective? | plan and manage service changes efficiently and effectively; manage risks relating to changes; successfully deploy releases |
| What is a model? | predefined steps for handling a certain type of event in a agreed way |
| What are the components of a model? | steps to be taken; chronological order of the steps; responsibilities; timescales & thresholds; escalation procedures |
| What is the Service Asset & Configuration Management Purpose? | ensure the assests required to deliver services are properly controlled; ensure that accurate and reliable information about the assets is available |
| What is the Service Asset & Configuration Management Objective? | identify control and properly care for assets; identify, control, report, audit and verify services and other CIs; establish and maintain the CMS (configuration mgmt system); recording and controlling virtual and logical CIs; recording relationships between CIs - describes how the CIs work together to deliver a service |
| Define Definitive Media Library. | one of more locations in which the definitive and authorize versions of all software configuration items are securely stored. It does not contain backups or hardware. |
| What is the Change Management Purpose? | control the lifecycle of all changes, enabling beneficial changes to be made with minimal disruption to IT services. |
| Intended to speed up processes | models |
| Different types of CIs? | hardware, software, information |
| what does CI stand for? | configuration items |
| Change is all about _____ | approvals |
| Define Change: | the addition, modification or removal of anything that could have an effect on IT services |
| What is the Change Management Objective? | assist in better understanding of the risk and impact of a change; develop, document, implement, and employ standard methods and procedures for the efficient and effective handling of Changes; ensure all changes are reported to SACM |
| What is the Change Advisory Board and ECAB Purpose? | a body that exists to support the change manager with the authorization of changes; ECAB is a sub group of the CAB that makes decisions about emergency changes |
| What is Release and Deployment Purpose? | define and agree upon plans with customers and stakeholders; plan, schedule and control the building, testing and deployment of releases; deliver the functionality required by the business as defined within the service design package and defined by strategy. |
| What is Knowledge Management Purpose? | share perspectives, ideas, experiences and information |
| What is the DIKW structure and what is its purpose? | data, information, knowledge, wisdom; represent the hierarchical progression from data to wisdom |
| What is the objective of Knowledge Management? | to improve quality management decision making by ensuring that reliable and secure knowledge, information and data is available throughout the lifecycle |
| The experiences, ideas, insights and values of individuals is found in which level of DIKW? | knowledge |
| What is Service Operation Purpose? | deliver and manage services at agreed levels to the business users and customers; the service value is realized by the customer within Service Operation |
| What is an Event? | any CHANGE IN STATE that has significance for the management of a configuration item (CI) or IT service |
| What is an Incident? | an unplanned interruption to an IT service or reduction in the quality of that service |
| What is the formula used in prioritization? | Impact + Urgency = Priority |
| What is a service request? | a request from a user for advice, guidance or a standard change |
| What is a Problem? | the underlying cause of one or more incidents |
| What are the 4 types of Service Request? | standard change, information, advice, access |
| What is a workaround? | workarounds are documented in the problem record, or in the incident record if no problem record was logged |
| What is a known error? | a problem with a root cause and a workaround |
| Problem + Root cause + Workaround = ? | Known Error |
| When can a Known Error be raised? | anytimer it would be useful to do so - root cause found, workaround found or after both, but NOT ONLY after the root cause and workaround are found. |
| What is a KEDB and its purpose? | a db containing all Known Errors; stores previous knowledge of Incidents and Problems and how they were resolved to allow quicker diagnosis and resolution if they recur |
| Events are identified as: | normal operation, unusual but not an exception (alert), exception (incident) |
| What is Event Management Purpose? | detect an event, make sense of it, determine the appropriate control action |
| What is Event Management Purpose? | detect an event, make sense of it, determine the appropriate control action |
| Which process is involved in monitoring an IT service and detecting when the performance drops below an acceptable level? | event management |
| What is Event Management Scope? | recording and monitoring environmental conditions from within the data center; intrusion detection in the data center; monitoring status of configuration items |
| What is Incident Management Purpose? | restore normal service; reduce the adverse impact on business operations; ensure the best possible levels of service quality and availability are maintained |
| What is incident management scope? | incidents can be reported by any person but only the Service Desk can close an incident; detected by event management tools; reported and or logged by technical staff |
| Service Portfolio Management short form purpose: | right mix of services |
| Business Relationship Management short form purpose: | understand business objectives |
| Financial Management for IT Services short form purpose: | cost of service |
| Design Coordination short form purpose: | project management |
| Service Catalog Mgmt short form purpose: | accurate list of services |
| Service Level Mgmt (SLAs) short form purpose: | agreed achieveable targets |
| Availability Mgmt short form purpose: | meet or exceed availability targets |
| Capacity Mgmt short form purpose: | meet or exceed capacity targets, provide capacity at right cost |
| IT Service Continuity Mgmt short form purpose: | support business contrinuity |
| Information Security Mgmt short form purpose: | protect the information |
| Supplier Mgmt short form purpose: | get your money worth |
| Transition Planning & Support short form purpose: | what a supervisor does |
| Change Mgmt short form purpose: | in a controlled manner |
| Service Asset & Configuration short form purpose: | define and control |
| Release & DEployment short form purpose: | GO LIVE! |
| Knowledge short form purpose: | good data, good decisions |
| Event Mgmt short form purpose: | detect events, makes sense of them, determine appropriate control action |
| Activities of Service Asset and Configuration Mgmt (SACM)? | plan, ID, control, status accounting, audit/verification |
| ____ a service asset that needs to be managed in order to deliver services. | CI (configuration item) |
