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14 Cards in this Set
- Front
- Back
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What does ITIL stand for? |
I.T Infrastructure Library |
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What is ITIL? |
A set of best practices for IT service managment |
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Who created ITIL? |
UK Govt, to document how the best companies approached management of IT services. |
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What are the 6 books in version 3 of ITIL? |
Service Life cycle, Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. |
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What is best practice? |
The best identified approach to a situation based upon observation from effective organisations in similar business circumstances. (Learning from others) |
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What are the Service operation processes? |
Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management. |
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How many books did Version 1 of ITIL have? |
40 Books |
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What is the purpose of Service Operation? |
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. |
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What is Service Operation responsible for? |
Ongoing management of technology that is used to deliver support services, carry out the activities and processes required to deliver and manage services at agreed levels. |
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What is the main objective of Service Desk? |
To serve as the main point of contact between users and IT. |
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What are the main benefits of having a service desk? |
Satisfied customers, costs reduced, resources allocated efficiently, new business opportunities, Improved communication and management. |
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What is a Local Service Desk? |
Located at a local business site allows for personal relationships to form between IT and users. This can have negative effects. |
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What are the three type of Service Desk? |
Local, Centralized, Virtual |
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What are two types of event monitoring tool? |
active and passive. active monitoring tools poll configuration items to make sure they are working correctly. Passive monitoring tools listen for notifications |
