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74 Cards in this Set

  • Front
  • Back
To maintain a positive relationship with customers. It identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs
Service Strategy > Business Relationship Management
To assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, it is also responsible for ensuring the implementation of the strategy.
Service Strategy > Strategy Management for IT Services
It ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment
Service Strategy > Service Portfolio Management
To understand, anticipate and influence customer need for services. It works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required need
Service Strategy > Demand Management
To manage the service provider's budgeting, accounting and charging requirements
Service Strategy > Financial Management for IT Services
To ensure IT services, processes and systems adhere with enterprise policies and legal requirements.
Service Design > Compliance Management
To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. It is also responsible for ensuring that all __(A)___ and ___(B)___ are appropriate, and to monitor and report on service levels
Service Design > Service Level Management

(A) Operational Level Agreements
(B) Underpinning Contracts
It ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics
Service Design > Design coordination
To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments
Service Design > Supplier management
To ensure that the __(A)__ of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. It considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.
Service Design > Capacity Management

(A) capacity
To define, analyze, plan, measure and improve all aspects of the __(A)__ of IT services. It is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed availability targets
Service Design > Availability Management

(A) availability
To manage risks that could seriously impact IT services. It ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. It should be designed to support Business Continuity Management
Service Design > IT Service Continuity Management (ITSCM)
To ensure the confidentiality, integrity and availability of an organization's __(A)__, data and IT services. It usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider
Service Design > Information Security Management

(A) information
To identify, assess and control ____. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats
Service Design > Risk Management
To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.
Service Design > Architecture Management
To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally.
Service Design > Service Catalogue Management
To control the lifecycle of all "alterations". The primary objective is to enable beneficial "alternations" to be made, with minimum disruption to IT services.
ITIL Service Transition > Change Management
To assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their lifecycle.
ITIL Service Transition > Change Evaluation
To plan, schedule and control the movement of releases to test and live environments. The primary goal of this process is to ensure that the integrity of the live environment is protected and that the correct components are released
ITIL Service Transition > Release and Deployment Management
To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors
ITIL Service Transition > Application Development
To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
ITIL Service Transition > Service Validation and Testing
To maintain information about Configuration Items required to deliver an IT service, including their relationships
ITIL Service Transition > Service Asset and Configuration Management
To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates.
ITIL Service Transition > Project Management (Transition Planning and Support)
To gather, analyze, store and share knowledge and information within an organization. The primary purpose of this process is to improve efficiency by reducing the need to rediscover "what was already learned/discovered"
ITIL Service Transition > Knowledge Management
To fulfill "A formal request from a user for something to be provided", which in most cases are minor (standard) Changes or asking for information.
Service Operation > Request Management

Service Request: A formal request from a user for something to be provided
To grant authorized users the right to use a service, while preventing access to non-authorized users. It essentially execute policies defined in Information Security Management. It is sometimes also referred to as Rights Management or Identity Management.
Service Operation > Access Management
To make sure CIs and services are constantly monitored, and to filter and categorize __(A)__ in order to decide on appropriate actions
Service Operation > Event Management

(A) Events
To manage the lifecycle of all "Service Interruptions". The primary objective of this process is to return the IT service to users as quickly as possible.
Service Operation > Incident Management

(A) Incidents {an unplanned interruption or reduction in quality of an IT service (a Service Interruption). }
To manage the lifecycle of all "A cause of one or more Incidents." The primary objectives of this process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive "this process" analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant "incident".
Service Operation > Problem Management

Problem: A cause of one or more Incidents
To manage the physical environment where the IT infrastructure is located. It includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring
Service Operation > Facilities Management

Facilities: the physical environment where the IT infrastructure is located
To monitor and control the IT services and their underlying infrastructure. The process executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.
Service Operation > IT Operations Control
is responsible for managing "software" throughout their lifecycle.
Service Operation > Application Management
It provides technical expertise and support for the management of the IT infrastructure
Service Operation > Technical Management
To "go over" business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.
Continual Service Improvement > Service Review
To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular bench markings, audits, maturity assessments and reviews
Continual Service Improvement > Process Evaluation
To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation
Continual Service Improvement > Definition of CSI Initiatives
To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary
Continual Service Improvement > Monitoring of CSI Initiatives
Decide on how to serve customers. Starting from an assessment of customer needs and the market place, this process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner
ITIL Service Strategy
"figure out the implementation of" new IT services. The scope of this process includes the "proposed implementation" of new services, as well as changes and improvements to existing ones
ITIL Service Design
Build and deploy IT services. It also makes sure that changes to services and Service Management processes are carried out in a coordinated way
ITIL Service Transition
Make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks
ITIL Service Operation
This process uses methods from quality management in order to learn from past successes and failures. This process aims to improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000
Continual Service Improvement (CSI)
“Delivers value to customers, without ownership of specific costs and risks” is a description of
A service
“Restores normal operations as soon as possible” is the definition of
incident management
“Investigates the underlying cause of issues” is an activity of
problem management
“Monitors targets according to contractual obligations” is an activity of
supplier management.
“Ensure that all current and planned IT services are delivered to agreed achievable targets” is the purpose of
service-level management
“Ensure there is a high-level relationship with customers to capture business demands” is a purpose of
business relationship management
“Ensure users have a single point of contact for all operational issues” is a purpose of
the service desk
“Ensure there is a smooth transition of services to and from service providers” is a purpose of
service transition
“Define, document, agree, monitor, measure, report, and review services” is an agreed-upon objective of
service-level management
“Monitor changes throughout their lifecycle” is an objective of
change management
“Respond to service requests and inquiries promptly” is an objective of
request fulfillment
“Establish the root cause of incidents and problems efficiently and cost effectively” is an objective of
problem management
“A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer” refers to
an SLA
“The complete set of services managed by a service provider, used to manage the entire lifecycle of all services” refers to
the service portfolio
“Justification for a particular item of expenditure, including information about costs, benefits, options, and risks” refers to
a business case
“A database or document with information about all live IT services” is the ITIL definition of
the service catalog.
“To provide overall planning and coordination of resources for service transition” best description of the purpose of
transition planning and support process
“To provide coordination for all change management activities” refers to
a change management purpose
“To provide planning for all designs in the service lifecycle” refers to a purpose of
design coordination,
“To provide planning for operational activities during release management” would be involved in the planning phase of
release and deployment
“An unplanned interruption to an IT service or reduction in the quality of an IT service” is the ITIL definition of
an incident
“A fault that causes failures in the IT infrastructure” describes a ______, not ______
problem, not an incident.
“The cause of one or more incidents” is the definition of a
problem
“An event that notifies staff of a failure or that a threshold that has been breached” is the definition of
an alert
“An unplanned interruption to a service” is the definition of
an incident
“The unknown, underlying cause of one or more incidents” is the definition of
a problem.
“A change of state that has significance for the management of a CI” is the definition of
an event
The purpose of ___ is to continue to support the business with IT services, in the face of changing business needs
continual service improvement lifecycle stage
The purpose of ___ is to define the strategic approach for service management across the whole of the lifecycle.
service strategy lifecycle stage
“To ensure that the changes to the services deliver the anticipated and required business value” are objects of
service transition
“To set the expectations for the performance and use of the new or modified services” are objects of
service transition
“To identify the services and the customers who use them” is an objective of
service strategy