Itil 4

Front 1

What is Service Management?

Back 1

A set of specialized organizational capabilities for enabling value to customers in the form of services

Front 2

What is value?

Back 2

The perceived benefits, usefulness, and importance of something.

Front 3

What is customer?

Back 3

Defines the requirements for services.

Front 4

What is a user?

Back 4

A person who uses the service.

Front 5

What is sponsor?

Back 5

Authorizes budgets for services

Front 6

What is a supplier?

Back 6

External partner who provides services to the organization.

Front 7

What is organization?

Back 7

A group of people that has its own functions, responsibilities, and authorities to achieve specific objectives

Front 8

What is a service?

Back 8

The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer have to manage specific costs and risks.

Front 9

What is product?

Back 9

A configuration of resources, created by the organization, that will be potentially valuable to customers.

Front 10

What is service offering?

Back 10

A specific mix of services and products sold to a specific customer. Goods. Access to resources, and service actions

Front 11

How does the service desk practice contribute to the engage service value chain activity?

Back 11

By acting as the main channel for operational engagement with users

Front 12

Who are the main parties involved in the definition of SLAs?

Back 12

Service provider and customer

Front 13

Why should you utilize a configuration management database (CMDB) within your organization?

Back 13

To get an overview of all your Configuration Instruments (CIs) and understand their relationships

Front 14

Which guiding principle emphasize the need to understand the flow of work, identify bottlenecks, and remove waste?

Back 14

Collaborate and promote visibility

Front 15

The percentage of successful versus failed changes is an example of what?

Back 15

A key performance indicator

Front 16

Reusing resources if possible is a recommendation of which guiding principle?

Back 16

Start where you are

Front 17

What is the perceived benefit, usefulness, and importance of some thing?

Back 17

Value.

Front 18

How does the service request practice contribute to the obtain/build service value chain activity?

Back 18

Acquisition of pre-approved service components may be fulfilled through service requests

Front 19

What is output and outcome?

Back 19

Output is a tangible or intangible deliverable of an activity. Outcome is a result for a stakeholder enabled by one or more outputs.

Front 20

What is VOIP?

Back 20

Value streams & processes

Organizations & people

Information & technology

Partners & suppliers

Front 21

What is Value streams and processes?

Back 21

Activities the organization undertakes, organization of these activities, ensuring value to stakeholders, and exercise value stream mapping.

Front 22

What is organization and people?

Back 22

Organizational structures, decision making habits, staffing and skill requirements, and culture and leadership styles.

Front 23

What is Information and technology?

Back 23

Information and tools needed, technologies and innovation, relationship between components, and culture of knowledge management.

Front 24

What are Partners and suppliers?

Back 24

Relationship with external vendors, factors that influence suppliers strategies, service integration management, and vendor selection procedures.

Front 25

what does the service value system (SVS) do? What is it composed of?

Back 25

The SVS describes how all the components and activities of the organization work together as a system to enable value creation. It’s composed of guiding principles, governance, practices, and continual improvement

Front 26

What does the service value CHAIN do?

Back 26

SVC transforms demand into actual value. A series of steps an organization takes to co-create value with customers. These steps can be mapped to the service value chain (SVC) in any combination. Ex. Handling of incidents or developing new applications

Front 27

What is a practice?

Back 27

Is a set or organizational resources designed to perform work or accomplish an objective

Front 28

What’s the difference between an incident and a major incident?

Back 28

Incident is an unplanned interruption or reduction of quality must be logged, prioritized and managed through their lifecycle. Uses same categorization as problem tickets. Swarming May help with complex issues.

Major incidents need a separate procedure. Swarming can be used for quicker solutions

Front 29

What are the seven guiding principles?

Back 29

1. Focus on value. 2. Start where you are. 3. Progress iteratively with feedback. 4.Collaborate and promote visibility. 5. Think and work holistically. 6. Keep it simple and practical. 7. Optimize and automate

Front 30

What’s the difference between Utility and Warranty?

Back 30

Utility is the functionality offered by a product or service to meet a particular need. Determines whether a service is “fit for purpose”

Warranty is the assurance that a product or service will meet agreed requirements. Determines whether a service is “fit for use”

Front 31

What are the four dimensions of service management?

Back 31

1. Organizations & people

2. Information & technology

3. Partners & suppliers

4. Value streams & processes

Front 32

What does dimension 1: organizations & people entail?

Back 32

Formal organizational structures, culture, required staffing and competencies, and roles and responsibilities.

Front 33

What does dimension 2, information & technology entail?

Back 33

Information and knowledge, technologies, and relationships between the components

Front 34

What does dimension 3: partners and suppliers entail?

Back 34

Service provider/ service consumer relationships, factors that influence supplier strategies, service integration and management, service partnerships, goods and service supply.

Front 35

What is dimension 4: value streams & processes entail?

Back 35

Defines activities, workflows, controls and procedures needed to achieve agreed objectives. Steps an organization takes to create and deliver products and services to service consumers.

Front 36

What is a change?

Back 36

A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services

Front 37

What is service provisioning?

Back 37

Gives access to resources for users, fulfillment of the agreed service actions, performance management and continual improvement

Front 38

What is service consumption?

Back 38

Management of consumer resources needed to consume the service, utilization of provider’s resources, requesting service actions to fulfill, receipt of or acquiring of goods.

Front 39

What are the 6 key activities of the service value chain? hint PIEDOD. These are universally applicable.

Back 39

Plan ensure shared understanding of vision

Improve continual improvement of products & services. Engage understand stakeholder needs and demands. Design & transition make sure services meet stakeholder needs. Obtain & build ensure components are available when needed. Deliver and support ensure SLA conform service delivery.

Front 40

What is a Change Authority?

Back 40

The person or group who authorizes a change.

Front 41

What is the purpose of Change Control?

Back 41

The purpose of change control is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Front 42

What is the Service Value Chain apart of?

Back 42

SVC is apart of the Service Value System

Front 43

What are the top seven most important practices?

Back 43

Continual improvement, change enablement, incident management, problem management, service desk, service level management, and service request management.

Front 44

What is Continual Improvement?

Back 44

Continual improvement happens everywhere in the organization. Ideas must be reprioritized as new ones are added. Responsibility of everyone, all four dimensions of VOIP need to be considered during any improvement initiative.

Front 45

With continual improvement, how do we answer the following questions: Where are we now? Where do we want to be? How do we get there? Did we get there?

Back 45

For where are we now, perform baseline assessments. For where do we want to be, define measurable targets. For how do we get there, define improvement plan. For did we get there, evaluate metrics and KPIs

Front 46

What is change enablement?

Back 46

The purpose is to maximize the number of successful changes through proper risk assessment and minimize the negative impact of failed changes.

Front 47

What are the types of change enablement?

Back 47

Standard: pre-authorized, low risk, low cost, basically Service Requests.

Normal: authorization depends on what kind of change it is. Goes through the normal change workflow.

Emergency: needs rapid action. May have a separate change authority

Front 48

What is incident management?

Back 48

The purpose of incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Front 49

What is the purpose of problem management? What are the phases?

Back 49

Reduce the likelihood of recurring incidents and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Phases: problem identification, problem control, and error control

Front 50

What is a problem?

Back 50

A problem is unknown cause of one or more incidents

Front 51

What is a known error?

Back 51

A problem with a known root cause but no solution yet

Front 52

What is a workaround?

Back 52

Is an alternative solution, reducing the impact of the problem.

Front 53

What is the purpose of the service desk?

Back 53

The purpose is to capture demand for incidents and service requests. Single point of contact between service provider and users.

Front 54

What are the skills of the service desk?

Back 54

Incident analysis and prioritization. Effect communication. Emotional intelligence. Excellent customer service skills.

Front 55

What’s the purpose of service level management?

Back 55

To set clear business based targets for service performance, so that the delivery of a service can be measured properly.

Front 56

What is an SLA, OLA, and UC?

Back 56

SLA: agreement between customer and service provider.

OLA: agreement between different units of the same organization.

UC: agreement between service provider and external supplier.

Front 57

What are the recommendations for the Service Level Management?

Back 57

Clear language, no jargon, simply written and easy to understand.

Should relate to defined outcomes.

Listen actively to customer needs

Front 58

What is the purpose of Service Request Management?

Back 58

The purpose is to support the agreed quality of services by handling all pre-defined, user-initiated service requests

Front 59

What is a service request?

Back 59

A formal request for something other than incident resolution (ex. Information, advice, how-to questions)

Front 60

What is Information Security Management?

Back 60

Protects info needed by organizations to conduct business. Ensures appropriate levels of confidentiality, integrity, availability, authentication, and non-repudiation.

Front 61

What is relationship management? What are the key parts of relationship management?

Back 61

Relationship Management establishes and nurtures links between organizations and stakeholders at strategic and tactical levels. Makes sure we find the best possible ways to communicate and collaborate with different internal and external stakeholders. Relationships are identified, analyzed, monitored, and improved

Front 62

What is Supplier Management?

Back 62

Ensures that suppliers of the organization and their performances are managed to support seamless service provisions to customers. The goal is to make sure we get what we paid for from our vendors and suppliers. Agreements and contracts are made in the form of Underpinning Contracts.

Front 63

What does IT asset management do? And what is an IT asset?

Back 63

An IT asset is any financially valuable component that can contribute to the delivery of IT products or services.

IT asset management manages the full lifecycle of IT assets to: maximize their value, control their costs, support decisions about reusing or purchasing new assets

Front 64

What is Monitoring & Event Management?

Back 64

Observes services and components and records changes in their state. Identifies those events, categorizes them and establishes standard responses.

Front 65

What is an Event?

Back 65

Event is any change of state that has a significance for the management of a configuration item or service.

Front 66

What is release management?

Back 66

The purpose of release management is to make new and changed services available for use.

Front 67

What is a release?

Back 67

A release is a version of a service or other configuration items, or a collection of configuration items, that is made available for use. These are disconnected from deployments through canary/dark releases.

Front 68

What is Service Configuration Management?

Back 68

Ensures accurate information is available when needed about services, configuration items, and their relationships.

Front 69

What is a Configuration item (CI), Configuration Management Database (CMDB), and Configuration Management System (CMS)

Back 69

CI is any component that needs to be managed to deliver an IT service.

CMDB is a database or collection of databases holding CIs and their connections.

CMS is a frontend /user interface for CMDBs

Front 70

What is deployment management?

Back 70

The purpose of deployment management is to move new or changed hardware, software, documentation, processes, or any other component to live/testing/ staging environments. Deployment does NOT equal Release.