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29 Cards in this Set
- Front
- Back
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What is ITIL? |
Information Technology Infrastructure Library - Library of documented best practices - Started in the 1980's by UK Government - Current version 2011 ( July 2011) - Works well with industry standards an frameworks |
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What are the five volumes (lifecycle) of ITIL? |
1. Service Strategy (middle) 2. Service Design (outside) 3. Service Transition (outside) 4. Service Operation (outside ) 5. Continual Service Improvement (overall) |
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What are the 3 best practices of Service Management? |
- proprietary knowledge/ internal experience - Standards/Industry Practices - Training and Academic Research |
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What is Service? |
A means of delivering value to customers by facilitating outcomes coustomers want to acheive without the ownership of specific costs and risks. |
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What is IT Service? |
A service provided by an IT service provider, made up of technology, people and processes. |
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List 3 types of service and how they are associated with IT. |
1. Core Services = Email 2. Enabling Services = Infrastructure and Network 3. Enhancing Services = Web access, Mobile Access |
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What is Value? |
Value = Utility + Warranty |
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Define Utility and list it's characteristics |
Fit for Purpose - what it does - what the customers gets from the service - meeting the need - (convenience, peace of mind, ease of access, more options) |
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Define Warranty and list it's characteristics |
Fit for Use - how well it does - promise to meet requirements - availability, capacity, reliable, continuity, security |
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How is Value created? |
Service Assets = Resources + Capabilities |
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What are Resources? list examples. |
Tangible Assets - Infrastructure, people, money - can be purchased |
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What are capabilities list examples. |
Intangible assets - Ability to carry out an activity - Organization, process, knowledge, experience - Develop over time |
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What are the 4 steps for defining IT services? |
1. define major business processes 2. define enabling IT services 3. map IT systems to IT service 4. map IT components to IT systems |
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List 3 types of customer based services |
1. Supporting Service (aka infrastructure service) - not directly used by the business - required in order to support other services 2. Internal customer-facing service - directly supports a usiness process 3. External customer-facing service - directly provided by IT to an external customer |
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list the 2 nature of services |
1. Technical - Infrastructure (Email, Files and Storage Networking, printing etc) - Application (apps used in key business areas, ERP, specialized (eg: D2L) 2. Professional - Support/Maintain/Monitor Tech Services/Security/Project Management/IT Consulting |
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List all the types of service providers and there function. |
TYPE I - Internal Service Provider = Within a department, business units control them. TYPE II - Shared Service Provider = Within a company, shared between departments TYPE III - External Service Provider |
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What is Service Management? |
A set of specializedorganizational capabilities providing value to customers in theform of services.
- Functions and Processes - Monitoring and Optimization |
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What is good service management? |
A customer can find, order, receive, and be satisfied with a service. |
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What does Service Management allow a Service Provider to do? |
- Understand theservices they offer.
- Ensure the services do what the customer needs. - Understand the value and importanceof the services. - Understand and manage the costs andrisks of the services. |
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What is a Stakeholder? |
Stakeholders have aninterest (something to gain or lose) in anorganization, project, service, etc
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List 3 types of Stakeholders |
1. Customers (internal/external) 2. Users 3. Suppliers (vendors/consultants) |
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List and define the different types of customers. |
1. Internal - Employed by the same organization 2. External - Not employed by the organization - seperate legal entities |
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What is the difference between customer and user? |
The customers pay |
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What are Funtions? |
(WHO) Units oforganization specialized to performcertain types of workand responsible for specific outcomes. (Group, Team, Department,Division)•Have their own capabilities andresources•Have their own body of knowledge •Provide structure andstability to an organization •Defined roles and associatedauthority |
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What is a process? |
(What) A structured set of activities designed to accomplisha specific set of objectives •Takes one or more defined inputsand turns them into specific outputs •Includes roles, responsibilities and management control •Defines policies, guidelines, activities, procedures and work instructions •Closed loop system that provides feedbackfor corrective action |
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List the 3 steps in the process model |
1. Process Controls (policy, documentation, objectives, owner) 2. Process ( procedures, activities, metrics, roles) 3. Process Enablers (resources and capabilities) |
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List Characteristics to a process |
- Responds to a trigger - Turns inputs into outputs - Has Customers - Measurable (performance driven) - Specific Results |
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List characteristics of service automation |
- Capacity Management - Measurement - Optimization - Knowledge Capture |
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What is a role? |
A set ofresponsibilities, activities and authorities grantedto a person or team •A role is definedin a process •One person or teammay have multiple roles |
