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70 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What phase does Knowledge Management belong to?
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Service Transition
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What phase does Service Level Management belong to?
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Service Design
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What phase does Demand Management belong to?
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Service Strategy
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What phase does
Access Management belong to? |
Service Operation
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What phase does Business Relationship Management belong to?
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Service Strategy
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What phase does IT Service Continuity Management belong to?
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Service Design
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What phase does IT Financial Management belong to?
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Service Strategy
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What phase does Service Catalog Management belong to?
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Service Design
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Name the process and phase: Single source of consistent information on all agreed services available for customer viewing? It is a subset of the Service Portfolio and represents the present capabilities of the IT organization.
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Service Catalog Mgmt. Service Design
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Name the process and phase: Builds relationships and ensures agreed levels of service. This process gathers requirements, negotiates, agrees and monitors this agreement?
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Service Level Mgmt.
Service Design |
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Name the process/phase: To restore normal service as soon as possible.
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Incident Mgmt. Service Operation
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Name the process/phase: Enables an organization to account fully for the resources spend on IT service and to allocate those costs appropriately. To provide cost effective stewardship of IT assets and financial resources used.
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Financial Mgmt.
Service Strategy |
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Name the process/phase: Ensure the required IT technical and service facilities can be resumed within required and agreed timescales.
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IT Service Continuity Mgmt. Service Design
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Name the process/phase: To optimize service assets by managing, storing and providing information about Configuration Items and Service Assets throughout their lifecycle. Define, Control, Protect CIs.
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Service Asset & Config Mgmt.
Service Transition |
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Name the process/phase: What process has this two–fold purpose? 1) Establish a relationship between the provider and the customer based on understanding customer’s needs and 2) Ensure the provider is able to meet those needs over time.
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Business Relationship Mgmt. Service Strategy
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The three types of changes referenced by ITIL include:
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1) Standard
2) Normal 3) Emergency |
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ITIL compliance is essential for regulatory compliance. T/F
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False
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Which phase of the Service Lifecycle will protect the stability of an organization yet enables it to effect business change?
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Service Transition
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What does RACI stand for?
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Responsible
Accountable Consult Inform |
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In the Deming cycle, what is PDCA?
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Plan
Do Check Act |
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SLAs are typically structured in one of three ways. What are the three?
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Service Based
Customer Based Multi–Level |
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A Request for Change has been created and sent to Change Management. The request was recorded. What is the next step in the flow?
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Review RFC
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The Four P's refer to:
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People
Processes Partners Products |
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To what phase does this process belong: Availability Management
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Service Design
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To what phase does this process belong: Service Level Mgmt.
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Service Design
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To what phase does this process belong: Problem Mgmt.
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Service Operation
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To what phase does this process belong: Service Portfolio Mgmt.
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Service Strategy
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To what phase does this process belong: Request Fulfillment
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Service Operation
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To what phase does this process belong: Change Mgmt.
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Service Transition
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To what phase does this process belong: Design Coordination
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Service Design
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To what phase does this process belong? Incident Mgmt.
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Service Operation
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To what phase does this process belong? Supplier Mgmt.
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Service Design
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To what phase does this process belong? Release and Deployment Mgmt.
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Service Transition
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To what phase does this process belong? Event Mgmt.
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Service Operation
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What Process or Function is this Describing? To what Phase Does it Belong? To ensure standardized methods and procedures are used for efficient and prompt handing of all changes …
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Change Mgmt.
Service Transition |
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What Process or Function is this Describing? To what Phase Does it Belong? To detect events, make sense of them and determine the appropriate control action, minimizing disruption.
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Event Mgmt.
Service Operation |
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What Process or Function is this Describing? To what Phase Does it Belong? To ensure the security aspects to services and management activities are appropriately managed and controlled.
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Information Security Mgmt. Service Design
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What Process or Function is this Describing? To what Phase Does it Belong? Ensure the technical knowledge required to design, test, manage, improve services is identified, developed, refined.
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Technical Mgmt. Function Service Operation
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What Process or Function is this Describing? To what Phase Does it Belong? To assist the IT organization in managing investments in Service Management across the enterprise and maximizing them for value. This represents commitments and investments made by a service provide.
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Service Portfolio Mgmt. Service Strategy
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What Process or Function is this Describing? To what Phase Does it Belong? To ensure cost–justifiable IT capacity in all areas of IT always exists and is matched to the current/future needs.
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Capacity Mgmt.
Service Design |
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Define reliability:
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A. Implementing the security measures
B. Freedom from operational failure – metrics for how long an element can perform as agreed C. The ability of a supplier to meet the terms of its contract D. How quickly and effectively an element can be restored to normal working after failure |
B. Freedom from operational failure – metrics for how long an element can perform as agreed
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Define maintainability:
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A. Implementing the security measures
B. Freedom from operational failure – metrics for how long an element can perform as agreed C. The ability of a supplier to meet the terms of its contract D. How quickly and effectively an element can be restored to normal working after failure |
D. How quickly and effectively an element can be restored to normal working after failure
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"Normal working" is defined in the:
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Service Level Agreement
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List three types of capacity:
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Business
Service Component |
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List three types of notifications regarding Events:
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Information (reboot)
Warning (server reaching capacity) Exception (server went offline) |
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What phase has this goal?
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Managing the services currently utilized by business?
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Service Operation
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What phase has this goal?
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Planning and architecting services that fall within the business' strategy?
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Service Design
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Warranty is fit for:
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use
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Utility is fit for:
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purpose
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3 Provider types
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Internal
External Shared |
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An OLA – Operational Level Agreement is between what two parties?
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Provider and an internal department
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What is the main output of the Design phase?
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Service Design Package
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What are the five aspects of design?
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1) Service Solutions
2) Service Management Systems 3) Technology & Architecture 4) Processes 5) Measurement |
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List the 4 areas of Warranty:
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Availabiltiy, Capacity, Security, and Continuity
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What are the components of Service Portfolio Management:
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Service Pipeline
Service Catalog Retired Services |
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Define ITSM
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IT Service Managment
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Define ITIL
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IT Infrastructure Library
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Service Strategy
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Identify business needs
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Service Design
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Design the solution
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Service Transition
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Build and deliver
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Service Operation
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Incident & problem management
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Continual Service Improvement
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Measure and improve to increase efficiency, effectiveness and cost effectiveness
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List the four Functional Areas
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Service Desk
Technical Management (infrastructure teams) Application Management (CRM/ERP/Finance) Operations Management |
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Utility + Warranty =
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Value
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List the five aspects of Service Design:
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Service solution, service portfolio, processes, architecture, metrics
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List the five processes of Service Operation:
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Event management, incident management, request fulfillment, access management, problem management
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What four processes of Service Design make up "warranty"?
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Availability, capacity, security, & continuity management
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Service catalog contains...
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the services currently available to customers, including the details of all operations services being provided or those being prepared for transition.
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Vital Business Function is
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used to reflect the part of a business process that is critical to the success of the business.
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List the seven processes that comprise the Service Design function:
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Service catalog , service level , availability, capacity, security, continuity & supplier management
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