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10 Cards in this Set
- Front
- Back
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hat is the Service Life Cycle - 5
*Core of ITIL *Orginizes activities and services |
Service Design
*Service Strategy *Service Operation *Service Transition *Continual Service Improvement |
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Process characteristics are:
*Set of activities that create value |
*Inputs to outputs
*Delivers results to customer *Are measurable *Triggered by specific event. |
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What are the most important roles in ITIL?
*Roles are a collection of responsibilities & privileges |
*Service Owner
*Process Owner *Service Manager *Product manager |
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What are the 4 Major ITIL functions.
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*S*ervice Desk
*T*echnical Management *A*pplication management IT *O*peration Management |
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What are the 4 service desk configurations?
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*Local
*Centralized *Virtual *Follow the sun |
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What are the parts of IT Operation management.
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*Operations control
*Facilities management |
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What does RACI stand for?
"Model used to assign roles" |
*Responsible
*Accountable *Consulted *Informed |
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What are the 4 P's of service strategy?
Service strat involves the selection of services a business will offer. |
Perception
Position Planning Pattern |
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Service strategy helps business and customers by:
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*Assuring that the services offered are aligned with the business objectives.
*Assuring the services offered give value to the customer. *Assuring that the business can charge the customer. *Assuring that the business can handle the cost/risk that come with offering the service |
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What is Business Case?
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A documented justification to invest in something that will give value in return.
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