Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
ITIL 1
IT SERVICE MANAGEMENT CHAPTERS 1-1 to 3-11
| Question | Answer |
|---|---|
| What are the 5 core volumes that define each phase of the Service Lifecycle from initial definition to live operation and continual improvement? | Service Stategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO), Continual Service Improvement (CSI) |
| Focus is on developing the capacity to achieve and maintain a strategic advantage; to refine and create policies, guidelines and policies, guidelines and processes that cross all the ITIL Service Lifecycle; the 'axis' of the lifecycle. | Service Strategy (SS) |
| Takes the SS Strategy and creates the design that will eventually operationalize those buisness objectives; the focus is on the design for new change; changed and updated services. | Service Design (SD) |
| Provides guidance for the development and improvement of capabilities for transition new and changes services into live service operation. | Service Transition (ST) |
| Manages the day-to-day operation of a service and provides guidance on the effective and efficient delivery and support. | Service Operation (SO) |
| Provides critical guidance in creating and maintaining value for customers through better design, transition and operation of services; interacts with all phases of the lifecycle. | Continual Service Improvements (CSI) |
| A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risk. | Service |
| Typical service Constraints. | resources, regulations, contacts, etc. |
| Comprised of the components: Utility and Warranty. | Value |
| The functionality offered by a product or service from the customer's perspective. It is operationalized by achieving specified results or by preventing specific risks and costs. (fit for purpose) | Utility |
| A promise or guarantee that a product or service will meet its agreed requirements. It is operationalized by ensuring sufficient availability, capacity, continuity and security. (fit for use) | Warranty |
| The parameters that will allow a service to meet customer needs and at the same time, enhance performance and reduce the influence of those constraints. | Solution Space |
| A service provided to one or more customers by an IT Service is based on the use of information technology and supports the customer's business processes. | IT Service |
| An It Service is made form a combination of people, processes, products, and partners and should be defined in a service level agreement. | IT Service |
| A set of specialized organizational capabilities for providing value to customers in the form of services. | Service Management |
| A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT Service. | Resource |
| The ability of a service organization, person, process, application, configuration item or IT service to carry out an activity. | Capability |
| The implementation and management fo quality IT Services that meet the needs of the Business by IT Service Providers through an appropriate mix of people, process and information technology. | IT Service Management |
| Practices that allow an individual organization to realize value. | The concept of GOOD PRACTICE. |
| Practices that allow an individual organization to realize value and when those practices are utilized by other organizations it is. | The concept of BEST PRACTICE. |
| Organizations that are a fallacy as they would have to impliment every practice in every volume exactly as described without consideration for their operational | ITIL Compliant |
| 4 P's of Strategy | Perspective, Position, Plan, Pattern |
| clear vision and focus or mission which clearly demonstrates how the business interacts with a customer or how service are provided; truly a governing set of beliefs, values and a sense of purpose shared by the entive organization. | Perspective |
| clearly defined stance that defines the key policies (e.g., complete on the basis of value or low cost; bias toward utility or warranty, etc..) for service delivery; descriptive word is 'distinctiveness' | Position |
| A type of Position that focuses on a variety of customer's needs and aims to meetin them in a unique fashion | Variety-based positioning |
| A type of positioning where as service providers choose to provide most, if not all of the needs of a customer. | Needs-based positioning |
| A type of position that provide services respective of size, location, scale, structure of the customers' need. | Access-based positioning |
| Precision notion of organizational development which describes the transition(intended strategy) between 'as is' to 'to be' (e.g., method and executon of actions) | Plan |
| Consistency in decisions and actions over time which allows an organization to define fundamental work patterns or outcomes | Pattern |
| Align IT services with current and future business, Improve the quality of IT services to deliver value to the customer, Reduce the long term cost of service provision | Three Key Goals of IT Service Management |
| Services facilitate outcomes by the following: | Enhancing the performance of tasks, reducing the effect of constraints |
| IT Today is: | Require increasingly advanced methods to meet business needs, Use a diverse range of technologies, Failure to adopt structured, proactive working practices |
Created by:
serenity3
Popular Computers sets