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30 Cards in this Set

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What do the letters ITIL stand for?
Information Technology Infrastructure Library
What is ITIL?
a collection of best practices for IT service management
True or False: ITL is a step-by-step how to manual for IT Service Management.
FALSE
What is the philosophy of ITIL?
"good practice structures with
room for self-optimization"
3 places you can find best practices
1. public frameworks
2. standards
3. proprietary knowledge of organizations and individuals
5 ITIL Service Lifecycle areas
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
What is the ITIL value to a business?
positive impact on customer satisfaction and the overall justification it provides for the IT organization itself
Service
a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks
IT Service Management
a set of specialized organizational capabilities for providing value to customers in the form of services
The act of transforming resources into valuable services is at the core of ___________?
IT Service Management
The ____________ take the form of functions and processes for managing services over a Lifecycle.
capabilities
What are the IT Service Provider Types?
Type I – Internal Service Provider
Type II – Shared Services Unit
Type III – External Service Provider
Type I – Internal Service Provider
business functions that are embedded within the business units they serve
Type II – Shared Services Unit
business functions that are consolidated and then shared among several business units they serve
Type III – External Service Provider
businesses external to the organization
Functions
A team or group of people and the tools they use to carry out one or more processes or activities and are responsible for specific outcomes.
What are the 4 Functions in ITIL?
1. Service Desk
2. Technical Management
3. Application Management
4. IT Operations Management
Processes
set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers o stakeholders
What are the characteristics of a Process?
1. Are Measurable
2. Deliver Specific Results
3. Have Customers
4. Respond to Specific Events
Process Owner
responsible for ensuring that the process is being performed (all activities defined within the process are undertaken) according to the agreed and documented process, and that it is meeting the aims of the process definition
Service Owner
accountable for a specific service within an organization regardless of where the underpinning technology components, processes or professional capabilities reside
Roles
Defined in a process as a set of responsibilities, activities and authorities granted to a person or team
What is the RACI Model used for?
Documenting the roles and relationships of stakeholders in a process or activity
What do the letters in the RACI Model stand for?
Responsibility
Accountability
Consulted
Informed
In the RACI Model Responsibility is defined as?
correct execution of process and activities
In the RACI Model Accountability is defined as?
ownership of quality, and end result of process
In the RACI Model Consulted is defined as?
involvement through input of knowledge and information
In the RACI Model Informed is defined as?
receiving information about process execution and quality
The automation of service assists with...
1. Integrating Service Management processes

2. Removing variation in the performance of processes
The automation of service processes helps to...
1. Improve the quality of service

2. Reduces both costs and risks by reducing complexity and uncertainty