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ITIL v3 MV
ITIL v3 with teacher MV
| Question | Answer |
|---|---|
| Best practices become what? | good practices which become commodities, generally accepted principles, or regulatory requirements |
| Is ITIL the same as ITSM? | No, ITSM is ITIL, ISO, Six Sigma, Cobit, and everything else you use to manage IT services |
| Business is | inseparable from IT |
| The 5 core ITIL phases are | Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement |
| Other ITIL books outside the 5 core books could be | Other best practices, International Standards, Certified Training, Web support services |
| A service delivers value to a customer without | ownership of the costs and risks of facilitating the outcomes themselves |
| Service management is | a set of specialized organizational capabilities for providing value for customers in the form of services |
| Capability is | an organization's capacity, competency, and confidence for action. The ability to achieve something. |
| Functions are | self-contained units of organizations with their own capabilities and resources. ex. Helpdesk |
| A role is | a set of responsibilities, activities, and authorities defined in a process that are assigned to a person or team. |
| Is responsible for the process | Process owner |
| Is accountable accountable for the delivery of a specific service | Service owner |
| Is responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. | Process manager |
| What is a process | Takes one or more inputs and turn them into defined outputs |
| You can't improve a process without | metrics |
| 4 Characteristics of a process are | Measurable, Specific results, Customers, Respond to an event |
| 3 D's of ITIL | Document, Document, Document |
| Resources include | anything and everything necessary to provide a service. |
| Is the blueprint for a service | Service Design Package(SDP) |
| Provides guidance on how to design, develop, and implement Service Management | Service Strategy |
| 3 Parts of Service Strategy | Demand management, Service Portfolio Management, Financial Management |
| 7 Parts of Service Design | Service level management, Service Catalog Management, Availability Management, Capacity Management, Information Security Management, Service Continuity Management, Supplier Management |
| 4 Parts of Service Transition | Change Management, Service Asset and configuration management, Release and deployment management, Knowledge Management |
| Insourcing | Utilizes internal organizational resources |
| Outsourcing | utilizes the resources of an external organization in a formal arrangement |
| Co-sourcing | combination of insourcing and outsourcing |
| Business Process Outsourcing (BPO) | an organization provides and manages the other organization's entire business process and or function at a low cost location. ex accounting, payroll, call center |
| Multisourcing (partnership) | multiple organizations work together to design, develop, transition, maintain, operate, and/or support IT services |
| Knowledge Process Outsourcing (KPO) | organizations provides domain-based processes and business expertise rather than just expertise |
| SLM | Service Level Management |
| Service Level Management | manages/monitors performance against all SLA targets |
| SIP | Service Improvement Program. Opened for all breeches in SLA. |
| SCM | Service Catalog Management |
| Service Catalog Management | process manages the information contained in the Service Catalog and ensures that it's accurate and reflects the current details, status, interfaces, and dependencies of all services |
| AM | Availability Management |
| Availability Management | process to ensure that the level of service availability matches or exceeds the current and future needs of the business |
| MTBSI | Mean Time Between Service Incidents |
| MTBF | Mean Time Between Failures |
| Two measures of reliability | MTBSI and MTBF |
| MTRS | Mean Time to Restore Service |
| Measures maintainability | MTRS (Mean Time to Restore Service) |
| A measure of how long a configuration item (CI) can perform service without interruption | Reliability |
| A measure of how quickly and effectively a configuration item (CI) can be restored to normal after a failure | Maintainability |
| The ability of a third party supplier to meet the terms of it's contract. | Serviceability |
| ISM | Information Security Management |
| 3 Parts of Information Security Management | Confidentiality(who), Integrity(accurate), Available(usable when required) |
| Contains the standards, management procedures, and guideline supporting information security policies | Information Security Management System (ISMS) |
| Ensures Underpinning contracts and agreements with suppliers are aligned with business needs and support; agreed targets in SLRs SLAs | Supplier Management (SM) Process |
| 3 sub-processes of Capacity Management (CM) | Business Capacity Management, Service Capacity Management, Component Capacity Management |
| Purpose of Service Transition | plan and manage the capacity and resources required to package, build, test and deploy a release into production and provide high quality knowledge |
| Service Knowledge Management System (SKMS) | encapsulates all knowledge bases and systems |
| 5 Part of service transition | Change Management, Service Asset Management, Configuration Management, Release Management, Deployment Management |
| Business Impact Analysis (BIA) is commonly used by which ITIL process | Service Continuity Management (SCM) |
| 3 Types of changes defined by ITIL | Normal, Standard, Emergency |
| (blank) are the core of the ITIL framework | functions |
| Two parts to service value | Utility and Warranty |
| The entire collection of services under management by a Service Provider is ? | The Service Portfolio |
| 4 stages Demming cycle | Plan, Do, Check, Act |
| Service Level Management is responsible for | SLAs, OLAs, and Service Reviews |
| 3 major types of metrics in ITIL | Service Metrics, Process Metrics, Technology Metrics |
| The ability of a component, CI, or Service to perform it's function when it's required | Availability |
| 3 basic activities of Financial Management | Accounting, Budgeting, and Charging |
| 3 sub-processes beneath Capacity Management | Business Capacity Management, Service Capacity Management, and Component Capacity Management |
| The single point of contact between IT and users | Service Desk |
| One or more secured locations to house validated software | Definitive Media Library |
| Expressed as a percentage of total agreed uptime | Availability |
| Any occurrence in the environment which has significance for the delivery of a service | Event |
| The uncertainty of an outcome | Risk |
| Post Implementation Review (PIR) is most closely associated with what ITIL process | Change Management |
| A set of predefined steps used to handle a particular type of incident that has been seen before is know as | Workaround |
| Incident management priority is a combination of | impact and urgency |
| The unknown underlying cause of one or more incidents | Problem |
| Coordinates and performs the activities and processes required to deliver and manage services at agreed levels to the business users and customers | Service Operations |
| fit for purpose; functionality offered by a product or service to meet a particular need | Utility |
| fit for use; a promise or guarantee that availability, capacity, continuity, and security are all meeting customer expectations | Warranty |
| Description, Value proposition, business cases, priorities, risks, offerings and packages, cost and pricing | Parts of Service Portfolio |
| services, supported products, policies, procedures, support terms, entry points and escalations, and pricing and chargeback | Service Catalog |
| Process includes activities to understand and influence customer demand for services and the provision of capacity to meet demands | Demand Management |
| 3 Parts of Financial Management | Accounting, Budgeting, and Charging |
| 5 aspects of Service Design | Identify Business and Service Requirements, Service Portfolio, Technology and architecture, Process design, Measurement design |
| All processes must have an | Owner (input and output) |
| A measure of how long a CI or service can perform it's agreed function without interruption | Availability |
| A measure of how quickly and effectively a CI or IT Service can be restored to normal working after a failure | Maintainability |
| The ability of a third party Supplier to meet the terms of it's contract in regards to Reliability, Maintainability, or availability for a CI | Serviceability |
| 4 Levels of Suppliers | Strategic, tactical, operational, commodity |
| Type of organization that provides a shared computer-based services to customer organizations over a network | Application Service Provides (ASP) |
| To plan and manage the capacity and resources required to package, build, test, and deploy a release into production | |
| 5 Parts of Service management | Change Management, Service Asset Management, Configuration Management, Release Management, and Deployment Management |
| Is a way of predefining the steps that should be taken to handle a process in an agreed way | Process Model |
| A change is | an addition, modification, removal, documentation, authorized, or planned |
| 3 Parts of Change priority | Impact, Complexity, Resources |
| Defines and controls(records) the components of services and infrastructure | Service Asset and Configuration Management |
| 3 considerations of Release management | Big bang vs phased, Push vs Pull, Automation vs manual |
| Process to ensure the right information is delivered to the appropriate place or competent person at that right time to enable informed decision making | Knowledge Management |
Created by:
richardbsaunders
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