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ITIL v3 Fundamentals

Business of IT Applications

What are the core processes of ITIL? Service Level Management (Service Design stage) Change Management (Service Transition stage) Incident Management (Service Operation stage) Problem Management (Service Operation stage)
Service Level Management is part of what stage? Service Design Stage
Change Management in part of what stage? Service Transition Stage
Incident Management is part of what stage? Service Operation stage
Problem Management is part of what stage Service Operation stage
What does ITIL stand for? Information Technology Infrastructure Library
What is the Knowledge (DIKW) structure? Data, Information, Knowledge, Wisdom
What are the core ITIL processes? Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
What is Lifecycle (5 stages)? 1. Service Strategy, 2. Service Design, 3. Service Transition, 4. Service Operation, and 5. Continual Service Improvement.
What is RACI? Matrix used to clearly define roles. Stands for Responsible, Accountable, Consulted, Informed
What does R mean in RACI? Responsible – Person or people responsible for getting the job done. Each action or decision must have at least one role marked as R.
What does A mean in RACI? Accountable – The one person held accountable for each action. One and only one A can be designed for each action or decision.
What does C mean in RACI? Consulted – People whose opinions are sought.
What does I mean in RACI? Informed – People kept up-to-date on progress.
What are the 4 Process characteristics? 1. Measurable; 2. Specific Results; 3. Delivers to Customers; 4. Responds to a Specific Event
What is the definition of IT Service Management? The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology
What is the definition of Service? a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
What is the definition of Customer? Customers pay for the service. Users use the service.
What is the definition of Function? a team or group of people and the tools they use to carry out one or more processes or activities. For instance, service desk is an example for function which handles the service requests, complaints or questions of customers etc.
What is the definition of Role? ITIL roles or IT service management roles are used to define responsibilities. In particular, they are used to assign process owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions
What is the Key Role? Process Owner
What drives the Service Strategy? Market driven approach
Improved Outcome = _____? Created value
What are assets? applications, process, people
What are customer assets? assets that are used to create value for their own customers in the form of goods and services.
What are the 9 types of assets? Capabilities: 1. Management; 2. Organization; 3. Process; 4. Knowledge; Resources: 5. Financial Capital; 6. Infrastructure; 7. Applications; 8. Information 9, People (a Capability and a Resource)
What is a capability? an organization's ability to coordinate, control and deploy assets to produce value.
What is a resource? produces direct inputs for value creation.
Utility + Warranty = _______ Service Value
Define Utility? Fit for purpose
Define Warranty? Fit for use
What is a Service Portfolio? the core repository for all information for all services in an organization.
What is Governance? defines the common directions, policies and rules that the organization uses to deliver and maintain its services.
What is a Business Case? a document where you will explain why the investment in a new (or changed) service is worth the effort. That will include financial as well as non-financial explanations.
What is Risk Management? to identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
What are Outcomes? the result of carrying out an activity, following a process, or delivering an IT service etc. The outcome is used to refer to intended results, as well as to actual results.
What are the key roles of a service strategy? Service Provider and Supplier
What are the 4 P's of Service Design People: Processes: Products: Partners:
Capacity management is divided into what 3 categories Business Capacity Management (BCM) Service Capacity Management (SCM) Component Capacity Management (CCM)
IT Security Management focuses on the protection of what five basic qualities of information assets? Confidentiality: Integrity: Availability: Authenticity: Non-Repudiation:
Assurance that the transactions and the identities of parties to transactions are genuine defines what? Authenticity
Assurance that transactions, once completed, may not be reversed without approval defines what? Non-Repudiation
The objective of the Service Transition process is ______. To build and deploy IT services by also making sure that changes to services and Service Management processes are carried out in a coordinated way.
What are the processing activities of Service Transition? Change Management; Change Evaluation; Project Management; Application Development; Release and Deployment Management; Service Validation and Testing';Service Asset and Configuration management; Knowledge Management
what is the objective of Change Evaluation? To assess major changes, like the introduction of a new service or a substantial change to an existing service, before those changes are allowed to proceed to the next phase in their lifecycle.
What is the objective of Project Management? Planning and coordinating use of resources to deploy a major release within the predicted cost, time and quality estimates.
What is the objective of Application Development? makes available the applications and systems which provide the required functionality of IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.
What is the objective of Release and Deployment Management? to plan, schedule and control the movement of releases to test and live environments. The primary goal is to ensure that the integrity of the live environment is protected and that the correct components are released.
What is the objective of Service Validation and Testing? ensures that deployed releases and the resulting services meet customer expectations, and to verify that IT operations are able to support the new service.
What is the objective of Service Asset and Configuration Management? to maintain information about Configuration Items required to deliver an IT service, including their relationships.
What is the objective of Knowledge Management? to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
What is the objective of Event Management? to make sure CIs and services are constantly monitored and to filter and categorize Events in order to decide on appropriate actions.
What is the objective of Incident Management? to manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
What is the objective of Request Fulfillment? to fulfill Service Requests, which in most cases are minor Changes (e.g. requests to change a password) or requests for information.
What is the objective of Access Management? to grant authorized users the right to use a service while preventing access to unauthorized users - essentially execute policies defined in IS Management. Also referred to as Rights Management or Identity Management.
What is the objective of Problem Management? to manage the lifecycle of all problems. The primary objectives of Problem Management are to prevent Incidents from happening and to minimize the impact of incidents that cannot be prevented.
What is the objective of IT Operations Control? to monitor and control the IT services and their underlying infrastructure. Objective is to execute routine tasks related to the operation of infrastructure components and applications.
What is the objective of Facilities Management? to manage the physical environment where the IT infrastructure is located.
What is the objective of Application Management? responsible for managing applications throughout their lifecycle.
What is the objective of Technical Management? provides technical expertise and support for the management of the IT infrastructure. The objective of this is to make sure that IT services are delivered effectively and efficiently.
How is Value created? through a two-way relationship between a service organization and its customers.
Value can be created through a uni-directional relationship. (True/False) False.
Value is co-created with customers. (True/False) True
Created by: CountChocula7623