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ITIL v3 MV

ITIL v3 with teacher MV

QuestionAnswer
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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