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125 Cards in this Set
- Front
- Back
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Prioritizes improvement programs according to strategic objectives (process)
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Continual Service Improvement
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Which role reviews RFCs?
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Change Manager
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Represents the concept of outcomes desired by customers in combination with the services available to facilitate those outcomes (Term)
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Market Space
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Follow the Sun (3 ideas)
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- dispersed geographically
- provides 24hr support - safeguards for different cultures |
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Define - Diagnostic utilities
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- context-sensitive tools that
- execute automated scripts - diagnosing incidents in a short amount of time. |
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Role responsible for identifying and documenting the value of services within an org. and provides cost information.
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IT Financial Manager
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In service design, ensures agreed levels of availability from the SLA is met, and maintains an Availability Plan (management activity)
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Availability Management
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Which ITIL process relies on Quality and Change Management?
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Continual Service Improvement
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What role is responsible for ensuring IT capacity is adequate for the delivery of services, products, and maintains a capacity plan?
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Capacity Manager
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Activity of planning and regulating a process with the objective of performing a process in an effective, efficient, and consistent manner is?
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Process Control
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Role responsible for formally authorizing changes, and may delegate responsibility to another role
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Change Authority
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Incidents which do not reflect a failure in the IT infrastructure
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Service Request
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Role responsible for owning, maintaining, and protecting the Known Error Database
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Problem Manager
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Which (ITIL process) is heavily aligned with Plan, Do, Check, Act?
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Continual Service Improvement
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A secure repository, where authorized versions of all media CI are protected and stored.
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Definitive Media Library
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Where would information relating to an organization's Service CIs be stored?
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Configuration Management System
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Which ITIL Process covers topics on the development of internal and external markets, service assets and service catalog?
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Service Strategy
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Output of service strategy is used by ____ (process) ?
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Service Design
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What technology allows users to find resolutions with out the help the service desk?
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Self-help technology
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From the customers perspective, what are the two most important components of a service?
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utility and warranty
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What ITIL process is useful for developing policies, guidelines, and processes?
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Service Strategy
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How quickly a service can be restored after a failure. (term)
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Maintainability
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What role defines control, protection, and performs test to seek information vulnerabilities?
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Security Manager
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What serves as a blueprint for service management functions and processes?
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Service Model
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An addition, modification, or removal of a supported service component to resolve an error found in a service (term)
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Service Change
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Who is in charge of build, test, release, installation, and upgrades?
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Release and Deployment Manager
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Which ITIL process does not implement strategy and change?
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Continual Process Improvement - encompasses learning and improvement
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What type of metrics are caputred in key performance indicators, and critical success factors?
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Process Metrics
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Is an error report an incident?
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Yes
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What process owns Service Level Management? (two)
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Service Design, and Continual Service Improvement
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What is the term for an underlying root cause of an incident?
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Problem
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Which CSI model consists of 6 steps?
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CSI model
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What role is responsible for sizing and performance testing of new services?
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Capacity Manager
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What are the four basic process objectives of Service Measurement under CSI?
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Validate, Direct, Justify, Intervene
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If a baseline is not yet established, the first measurement will be the baseline. T/F
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True
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Identifying the business requirements is part of service design. T/F
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False, part of service strategy
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Manual vs automated processes fall under what service transition process?
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Release and deployment
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What (service) design process ensures remain available during disasters?
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Service continuity management
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The customer can be the business itself. T/F
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False
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Does service level management track incidents due to capacity?
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No
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What is a function?
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Tools used by people to carry out processes or activities
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What is the term for iterative development model which begins with the definition of service requirements??
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Service-V Model
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Service Pipeline
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responsible for storing only those services which are in development
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What management process is comprised of the following four key aspects: Availability, Reliability, Maintainability, Serviceability?
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Availability Management
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Processes are strategic. T/F
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False
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Service desk identifies root causes. T/F
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False, technical team does
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What type of metrics are associated with system components, application performance, and availability?
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Technology metrics
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What (management) process would measure time to resolve an underlying root cause?
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Problem management
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What role assures auto responses from services are properly defined and executed?
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Event Manager
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What model prescribes the definition of service requirements, followed by validation and acceptance? (model)
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Service-V Model
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What role is responsible for management of Demand incentive and penalty schemes?
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Demand Manager
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What should the service management tool always reference?
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Service portfolio
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What type of reporting allows for summary view of overall IT performance and availability, often related in management reports to customers and users?
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Dashboards
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Define scalability
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The measure of a service's ability to increase or decrease in performance and cost in response to Changes in throughout or demand.
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A service management tool is least likely to be dependent on perception. T/F
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True
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What process is Service Catalogue Management apart of?
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Service Design
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What is "fitness for use"?
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warranty
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What process is applied when planning to design and modify services?
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Service Design
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The RACI model identifies process delivery gaps. T/F
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True
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What two areas of service improvement will Service Automation affect?
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Utility & Warranty
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What process is used by an org. to meet the objectives of confidentiality?
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Information Security Management
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What stage of the Deming cycle requires actual implementation of improvements?
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Act
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Resources and Capabilities fall under process control. T/F
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False
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An organization should document and control defined processes. T/F
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False, owner should
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a problem who's root cause has already been determined is a(n) ____
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known error
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Failure of a configuration item which has not yet impacted a service is a(n) ____?
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Incident
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What does Service Design pass onto Service Transition for each new service, or major change?
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Service Design Package
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which (service process) consists of creating and maintaining customer value.
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CSI
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The most important objective of service design is the design of new or modified service for introduction. T/F
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True
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Define: Disaggregation
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The shift of an organization from utilizing a type 1 to a type 2 service provider
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"Capabilities which provide value to their customers in the form of services" is ....
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Service Management
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A database with details of all services supplied to customers, including Configuration Items
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Technical Service Catalogue
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What process encompasses Financial Management, Demand Management, and Service Portfolio Management?
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Service Strategy
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Value is an asset. T/F
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False
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Infrastructure is an asset. T/F
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True
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Service catalogue, Service pipeline, and Retired Services make up the _____
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Service Portfolio
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Value is a technique used for seeking financing for ITIL projects. T/F
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False
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Request fulfillment is responsible for....
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managing the lifecycle of all Service Requests
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Service Level Agreement is a result of service improvement. T/F
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True
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Total Cost of Ownership is a result of service improvement. T/F
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False
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The Help desk will be manned with extra staff for the first two weeks after deployment. This is?
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Early Life support
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When does requirements traceability occur?
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service validation and testing
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What type of release is typically implemented as a temporary workaround?
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Emergency release
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What does M_o_R stand for?
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Management of Risk
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What are the three categories of data?
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Operational, tactical, strategic
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What are the 4 Ps?
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Personnel, Processes, Products, Partners
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What is the second step of service strategy process?
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development of the offer
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Service Architecture is a aspect of service design. T/F
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False, Technology Architecture is
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What combination represents an item in the service catalog?
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service archetype & customer asset
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criteria for use in balancing conflicting project and organization objectives.
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tension metrics
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What strategy is derived from the interaction of an org. with its environment, and exhibits a type of convergence in which ideas and actions from multiple sources integrate into a pattern?
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Emergent strategy
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What document defines the relationship between it groups, goods and services, and roles?
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Operational Level Agreement
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ISO has an impact on the design of ______?
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Services
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What is the SMART model used for?
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to elaborate requirements.
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What is a consequence of an internal service?
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Growth of the company is tied to growth of that business unit.
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performance menasurement framework that uses financial and non financial metrics to give managers a 'balanced' view of organizational performance is ....
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Balanced score card
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Process Management is a service design process. T/F
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False, no such thing as 'process management'
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Benchmarking is handled by the CSI Manager. T/F
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False, its handled by the Service Manager
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Deployment of a new web browser is what kind of change?
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Standard change
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Likelihood that a risk will occur and its possible impact is ____
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risk category of change
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Tool for mapping out different configuration levels at which building and testing must take place
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V Model
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What is DIKW
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Data to Information to Knowledge to Wisdom
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Technical is an availability measure perspective. T/F
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False
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Instructions are an attribute of a CI. T/F
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False; instructions are a CI, not an attribute
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what does SPO stand for?
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Service Provisioning Optimizations
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a company can serve a client with a range of 15 users to up to 1000 users. What is this?
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Diversity
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Policy requiring that all improvements must go through change management is?
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CSI
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A detailed description of a core service that may be shared by two+ service level packages is?
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Core service package
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Charging for IT services where charges are calculated and customers are informed of the charge but no money is actually transferred is?
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notional charging
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an external organization takes over a business process is?
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business process outsourcing
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what is the term for a CMS that gets data from different CMDBs?
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Federated CMDB
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What is the next step after forming a strategy?
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document the current situation
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What type of organization focuses on fast, informal, and ad hoc provisioning?
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Network Structure
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What is the main challenge in implementation of IT Security Management?
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adequate support of the company.
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What typeof service asset is controlled by SACM
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Configuration Item
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What is the process owner responsible for?
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the result of the process
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status, root cause, and workaround are the main phases of _____?
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Lifecyle of a known error
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What is a generic form of outsourcing?
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Internal
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Internal and external risks are two types of criteria that can be used to evaluate business impact. T/F
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False, customer service and finance are
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Measurement and analysis of SLA achievement is a objective of _____
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CSI
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What kind of control system is Service Management?
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closed-loop control system
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What diagram represents the relationships between processes and departments?
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rummler-brache swim lane diagram
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Maximum amount of data that may be lost when service is restored is?
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Recovery point objective
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What capacity management sub process focuses on the performance and utilization of disk, CPU, and memory?
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Component capacity management
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Accuracy of the service catalog is a KPI of Service Design. T/F
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False; service catalog must exists before a SLA is designed.
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