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ITIL Pink Elephant

ITIL Pink Elephant Review Questions

QuestionAnswer
A service is a means of .... delivering (value) by facilitating (outcomes) for the business, either by enhancing (performance) or removing (constraints).
What two things must services deliver in order to create value? Utility and Warranty
Utility is ) fit for Purpose
Warranty is ) fit for Use
What are the four aspects to Warranty? )Availability, Capacity, Security, Continuity
What are the two primary categories of assets used to deliver Services? Resources, Capabilities
Two aspects of Service Management are: Resources & Capabilities.... Organizational Capabilities
Process create ..... for external customers or stakeholders value
Name the parts of the generic process model Process Control, Process, Process Enablers
Characteristics of a process ? 1) are (measurable) and (performance) driven 2) Produce specific ( results) 3) Deliver results to (specific customer or stakeholder) 4) Responds to a specific (event (trigger) )
Three types of metrics: ) Process, Service, Technology (PST)
What is a Critical Success Factor? Something that must occur for a process or service to be successful.
What is the measurement called that indicates progress in achieving a CSF (Critical Success Factor)? KPI - Key Performance Indicator.
Name two types of KPIs - 2 Qs? Quantitative and Qualitative
Name four categories of KPIs: ) Value, Quality, Performance, Compliance
Roles are defined as part of _______ processes
Responsibilities and Authorities can be assigned to roles using ...... model RACI
Four aspects of the Deming Cycle: ) Plan, Do, Check, Act (PDCA)
Five phases of the Service Lifecycle ) Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement (SDTOC)
Which phase of the Serivce Lifecycle represents learing & improvement? Continual Service Improvement
Which phase of the Service Life cycle represents policies and objectives, and is where we model and plan services? Service Strategy
What are the objectives of Service Strategy? What services do we offer and to whom; How do we differentiate ourselves from competing alternatives; Implement IT Service Mgmt as a strategic asset- think and act strategically.
Three types of service providers: ) Type I (Insternal SP), II (shared services Unit), III (External SP)
What are the three parts of the Service Portfolio? Pipeline, Catalog & Retired Services
The Service Portfolio describes services in terms of business ____________. value
Two views of the Service Catalog? 1. Business 2. Technical
Threee views of the Service Catalog? 1. Retail, 2. Wholesale, 3. Supporting
Two phases of Risk Mgmt? Risk Analysis, Risk Mgmt
Effective Risk Mgmt requires two types of actions. They are ? Risk Identification, Risk Exposure control
What is a decision support and planning tool used in Service Strategy that links business impact and business objectives? Business Case
What are the three processes we discussed in Service Strategy? ) Service Portfolio Mgmt, Financial Mgmt, Business Relationship Mgmt
What drives the demand for IT Services? Patterns of Business Activity
What is the purpose of Fin.Mgmt? Secure the appropriate level of funding, Ensure the appropriate commitment to service delivery, Identify the balance between the cost and quality of the service, Maintain the balance of supply and demand
What is the purpose of the Business Relationship Mgmt ?1. Establish and maintain a business relationship between the provider and customer.
What is the purpose of the Business Relationship Mgmt ?2. Identify the customer's needs and ensure that the (service) provider understands and is able to meet these needs.
What is the purpose of the Business Relationship Mgmt ?3. To assist the business in articulating the value of the service.
Created by: rsomanchi
 

 



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