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29 Cards in this Set
- Front
- Back
What is the APM Group's role in ITIL?
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provides accreditation and certification
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What group provides accreditation and certification for ITIL?
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APM Group (APMG)
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What is the Office of Government Commerce's role in ITIL?
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oversees development and maintenance of ITIL
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What group oversees development and maintenance of ITIL?
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Office of Government Commerce (OGC)
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What is the Examination Institute for Information Science's role in ITIL?
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develops and organizes exams
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What group develops and organizes ITIL exams?
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Examination Institute for Information Science (EXIN)
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What is the role of The Stationery Office in ITIL?
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publishes ITIL
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What group publishes ITIL?
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The Stationery Office (TSO)
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What are the 4 causes of ITIL's success?
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it is non-prescriptive, non-proprietary, provides best practices, and provides good practices
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What are the 3 v2 certification levels?
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Foundation, Practitioner, and Manager
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What are the 4 levels of v3 certification?
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Foundation, Intermediate, Expert, and Advanced
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Value to the customer consists of what two parts?
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utility and warranty
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What is utility?
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fitness for a purpose
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What is warranty?
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a guarantee of a level of service
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What is the utility effect?
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a greater probability of achieving a customer's goals
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What is the warranty effect?
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a decrease in possible customer losses from performance variations
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What are the 5 phases of the ITIL service lifecycle?
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service strategy, service design, service transition, service operation, and continual service improvement
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How many volumes are in ITIL?
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Five- one for each phase
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What are the 4 objectives of the Service Transition phase?
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selecting resources and capability, controlling visible errors and anticipating risk, meeting service requirements and constraints, and meeting customer expectations
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What are improvements?
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results that show a tangible positive difference when a process has been applied
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What are benefits?
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measurable results from the implementation of an improvement
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What is Return on Investment?
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(benefit - cost of benefit) / cost of benefit, expressed as a percentage
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What is Value on Investment?
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additional (often non-monetary) value derived from benefits gained
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What is a process?
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an organized set of activities created in order to achieve a specific objective
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What does a process do?
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turns a defined input into a defined output
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What are the 4 characteristics of a process?
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measureable, aimed at a specific result, aimed at customers and stakeholders, and occurs as a response to an event or trigger
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What is a function?
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a specialized unit that performs a specific type of work and creates specific results
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What is a role?
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a set of connected behaviors, responsibilities, and activities appointed to a particular person, team, or group
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What are the 2 types of control methods?
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process-based control perspectives and lifecycle-based control perspectives
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