Itil Foundations

Front 1

What is the purpose of the Service Strategy?

Back 1

define the

- perspective

[Gretch hand box on Steph]

- position (competition & capabilities)

[ Bart army men fighting]

- plans

[Fireman Dan w/ map]

- patterns (repeatable actions)

[Diane rubber stamping]

Front 2

What are the outputs for the Service Strategy phase?

Back 2

Farting- bart, gret, dan, moo, peg, dad

1. Vision

2. Mission

3. Goals

4. Objectives

5. Policies

6. Service Charters

Front 3

Define Service

Back 3

Delivering value ->to customers->without ownership of costs & risks.

Front 4

What are the two types of services?

Back 4

1. Customer-facing (visible to customer)

2. Supporting (not visible but support customer facing services)

Front 5

Define Utility

Back 5

What the service does

(fit for purpose)

Front 6

Define Warranty

Back 6

Ability of a service to meet is requirements

(capacity, availability, continuity, security, usability, etc)

(fit for use)

Front 7

Value is created through what two primary elements?

Back 7

Utility & Warranty

Front 8

What is service management?

Back 8

Specialized capabilities for providing value to customers in the form of services.

Front 9

What is IT service management

Back 9

The implementation and management of quality IT services that meet the needs of the BUSINESS.

Front 10

What is a service profider

Back 10

Organization supplying services to customers.

Front 11

What are the three types of service providers

Back 11

1. internal
(embeded within one biz unit)

2. shared
(provides services to more than one biz unit)

3. external

(provides services to external customers)

Front 12

Definition of service provider

Back 12

organization supplies services to one or more customers.

Front 13

Define IT service provider

Back 13

Service provider that provides IT services to customers.

Front 14

define customers

Back 14

Those who pay for services.

Front 15

What are the two types of customers

Back 15

1. Internal (same biz as IT service provider)

2. External (different biz)

Front 16

Define users

Back 16

Those who consume/use services.

Front 17

Define Suppliers

Back 17

Third parties who supply goods or services.

Front 18

What are the two categories of assets

Back 18

1. Resources(people, money, etc)

2. Capabilities (abilities)

Front 19

what are two types of assets

Back 19

Customer - used by customer to achieve biz outcome

Service - used by SP to deliver services to customer

Front 20

Define process

Back 20

Structured set of activities designed to accomplish an objective.

Front 21

4 characteristics of a process

Back 21

1. measurable (cost, quality, etc)

2. delivers results (individually identifiable & countable)

3. value to customers/stakeholders

4. responsive to triggers

Front 22

What are 4 examples of functions

Back 22

1. Service Desk

2 . Technial Management

3. Operations Management

4. Application Management.

Front 23

Define Function

Back 23

Team or group of people & resources used to carry out a process.

Front 24

Define: Service Desk

Back 24

Function that provides single point of contact for users when there is a request or service disruption.

Front 25

Define: Technical Management

Back 25

Function that provides technical skills and resources needed to support an IT operation of services.
(mainframe, servers, networks, etc)

Front 26

Define: IT Operations Management

Back 26

Function that provides daily operational activities needed to manage IT services and infrastructure.

Front 27

Define: Application Mangement

Back 27

Function that is responsible for the lifecycle of applications. Design, testing

Front 28

What are the three process roles

Back 28

1. Owner

2. Manager

3. Practitioner

Front 29

What is the Process Owner's role

Back 29

Accountable for ensuring process if fit for purpose.

Front 30

What is the role of a process manager?

Back 30

responsible for operational management of the process.

Front 31

What is the role of the process practitioner

Back 31

responsible for carrying out one or more process activities.

Front 32

What is the service owner's role

Back 32

Single point of contact accountable for the delivery of a service.

Front 33

What is the RACI model

Back 33

A matrix the represents authority and responsibility relationships within and organization.

R esponsible - people who execute

A ccountable - one person who owns outcome

C onsulted - people who are consulted, sme

I nformed - people who are kept up-to-date

Front 34

What are the 5 processes in Service Strategy

Back 34

1. Strategy management for IT services

[cabinet meeting]

2. Service portfolio management

[Bart - colored papers to Dan]

3. Financial management for IT services

[Peggy $]

4. Demand management

[Diane yelling get in line]

5. Business relationship management

[Gretch meeting with big wigs]

Front 35

What are the 8 processes for Service Design

Back 35

1. Design coordination

[Kimberley conductor sticks]

2. Service catalog management

[Dan catalog]

3. Service level management

[Bart diff sized balls]

4. Availability management

[Gretch with clock]

5. Capacity management

[Dave rolling balls]

6. IT service continuity management

[Jeri spanking line workers]

7. Information security management

[Steph shackling line workers]

8. Supplier management

[Moody ordering trucks of balls]

Front 36

What are the 7 processes in Service Transition

Back 36

1. Transition Planning

[Dan w/ map]

2. Change management

[Bart rainbow paint path]

3. Service asset and configuration management

[Anson stand desk configure]

4. Release and deployment management

[Pete pushing off]

5. Service validation and testing

[Dave counting falls]

6. Change evaluation

[Kimberley , not fushia!]

7. Knowledge management

[Gretch reading curious george]

Front 37

What are the 5 processes in Service Operation

Back 37

iPear

1. Event management

[Dan waving to event corner]

2. Incident management

[Moody taking bleeding knee ppl]

3. Request fulfillment

[Dave drinks server]

4. Problem management

[Kimberley w/ deaf, blind, dumb]

5. Access management

[Tony doorman]

Front 38

Define vendor neutral in terms of ITIL

Back 38

ITIL is not based on any specific technology or industry. Nor bound to any specific practice or company.

Front 39

Define non-perscriptive in terms of ITIL

Back 39

ITIL can be applied across various IT organizations because principals work broadly across them.

Front 40

Define best practice in ITIL terms

Back 40

ITIL framework is based on the learning experiences of the worlds leading and best-in-class service providers.

Front 41

The ITIL core is structured around what?

Back 41

A service lifecycle.

Front 42

Name 3 groups who are stakeholders in service management

Back 42

1. Customers & users

2. Service providers

3. Suppliers

Front 43

What is the purpose of the RACI model

Back 43

Document roles and relationships of stakeholders in a process.

Front 44

What does the service lifecycle refer to?

Back 44

All stages in the life of a service.

Front 45

According to RACI model how many people can be accountable for each activity?

Back 45

Only one.

Front 46

4 examples of inputs to Service Strategy

Back 46

1. Feedback

2. financial reports.

3. Requirements

4. Business cases

Front 47

Objectives of Service Strategy

Back 47

1. Establish strategy

2. Define services

3. Funding

4. Documentation of how

Front 48

What are the three ITIL classes of services

Back 48

1. Core - basic desires of customer

2. Enabling - needed to deliver a core service

3. Enhancing - added to a core service making more attractive.

Front 49

What are the 6 basic concepts for service strategy

Back 49

1. Outcomes - both intended and actual

2. Types - core, enabling, enhancing

3. Value - defined by customer, changes over time, affected by perceptions

4. Risk - identify, quantify, manage

5. Governance - oversight, roles, enforcement

6. Automation - Improves value/capacity

Front 50

3 Purposes of service portfolio management process

Back 50

Dog Toilet Mix

1. Ensure services are clearly Defined and linked to business objectives.

2. Ensure right Mix of services

3. Track the investment

Front 51

6 Objectives of service portfolio management process

Back 51

PETA Dog Cat

1. Prioritize which services keep

[Diane jelly beans]

2. Evaluate alignment with biz obj

[Dan paper planes]

3. Track ROI

[Anson taking bets]

4. Analyze services for retirement.

[Wilma flipping coin]

5. Defining and naming services

[Andrea shouting names]

6. Control services

[Jeri flipping colors 4 dan]

Front 52

What three category of services are in the service portfolio

Back 52

1. Services in the pipeline

2. Services in the catalogue

3. Services retired

Front 53

What is the purpose of the business relationship management process?

Back 53

1. Establish relationship between service provider and customer based on customer needs (utility and warranty).

2. Identify customer needs that service provider is able to meet.

Front 54

What are 7 objectives of the business relationship management process?

Back 54

1. Prioritize services based on customer needs.

2. Ensure customer satisfaction.

3. Identify impacts, changes, and trends to the service

4. Establish requirements for changes services.

5. Ensure customer value is delivered.

6. Mediate conflicting requirements

7. Establish complaint/feedback process.

Front 55

Purpose of Financial Management Process

Back 55

Secure necessary funding required to design, build, and deploy services. Including evaluating cost and value relationships.

Front 56

What are 7 objectives of Financial Management process?

Back 56

1. Define cost management framework.

2. Secure funding.

3. Evaluate financial impact of changed strategies.

4. Report on expenditures.

5. Adhere to organization policies (financial)

6. Account for and forecast monies spent.

Front 57

What are the three main processes within Financial Management process?

Back 57

1. Accounting.

2. Budgeting.

3. Charging.

Front 58

What is a financial business case used for?

Back 58

Justification for a significant item of expenditure.

Front 59

How does an organization use resources and capabilities to create value?

Back 59

Create value in the form of goods and servcies.

Front 60

Meaning of service warranty

Back 60

Assurance of certain levels of

- availability

- capacity

- continuity

- security

Front 61

What process deals with compliments and complaints?

Back 61

Business relationship management

Front 62

All IT services deliver ______ to _____

Back 62

value to stakeholders

Front 63

What is a service Asset

Back 63

Any capability or resource of a service provider

Front 64

What are the inputs to Service Design

Back 64

Vision, goals, objectives, policies

(output from service strategy)

Front 65

What is the major outcome of Service Design

Back 65

Service Design Package

Front 66

What are the 8 processes in Service Design

Back 66

1. Design coordination

2. Service catalog management

3. Service level management

4. Availability management

5. Capacity management

6. IT service continuity management

7. Information security management

8. Supplier management

Front 67

What is the purpose of Service Design

Back 67

To realize the service provider's defined service strategy.

(practices, processes, policies)

Front 68

What are the objectives of Service Design

Back 68

To design IT services while minimizing the need to improve services throughout their life.

Front 69

Service Design includes consideration of what 4 things?

Back 69

1. Functional requirements

2. Service Level requirements

3. Business benefits.

4. Constraints.

Front 70

According to ITIL what is the value of Service Design (8)

Back 70

1. Reduce TCO (total cost ownership)

2. Improve quality

3. Improve consistency

4. Improve alignment with business needs

5. Improve alignment with customer values

6. Improve performance

7. Improve decision making.

8. Improve governance

9. Improve effectiveness of service management and IT processes.

10. Ease implementation of services

Front 71

What are the 4 Ps of service design

Back 71

People - stakeholders

Partners - suppliers

Products - used to deliver service

Processes - used to design, deliver, support, ect.

Front 72

What are the 5 major aspects of service design?

Back 72

STAMP

Service solutions

Tools and technology

Architecture

Measurement

Processes

Front 73

What is the Service Design Package?

Back 73

Details all aspects of a service at each stage of its lifecycle.

Front 74

Design Coordination:

Back 74

controls activities of the other seven design processes.

Front 75

Service Catalog Management:

Back 75

Ensures service catalogs are accurate.

Front 76

Service Level Management

Back 76

Define, negotiate, and manage agreements between service provider and customers.

Front 77

Supplier management

Back 77

manages...yep suppliers

Front 78

Availability management

Back 78

Ensures cost-justifiable availability exists (present & future)

Front 79

Capacity management

Back 79

Ensures cost-justifiable capacity exists (present & future)

Front 80

Continuity management

Back 80

aligns with overall business continuity

Front 81

Information security management

Back 81

Establish, manage, update security policies.

Front 82

What are the two primary purposes of Design Coordination process?

Back 82

1. ensure goals and objectives of service design are met.

2. provide single point of coordination and control of design processes.

Front 83

What are 7 objectives of Design Coordination process

Back 83

1. Consistent design

2. Coordinate activities

3. Plan & coordinate resources and capabilities required to design.

4. Produce design package.

5. Monitor and improve design processes

6. Ensure reusable standards and practices.

Front 84

Purpose of service catalog management process

Back 84

Provide and maintain single source of information about operational services.

Front 85

Define Service Catalog

Back 85

database of documents with info about live IT services.

Front 86

Configuration Management System:

Back 86

set of tools and databases used to manage IT service providers configuration data.

Front 87

What three views does the service catalog offer

Back 87

1. Wholesale

2. Retail Customer

3. Supporting Services

Front 88

What is the purpose of Service Level Management Process

Back 88

Negotiate and ensure service targets are met:OLA, UC, SLA.

Front 89

What two processes focus on warranty and on utility for contracts?

Back 89

Warranty - Service Level Management

Utility - Business Relationship Management

Front 90

What is a Service Level Requirement

Back 90

a customer requirement for an IT service based on business objectives.

Front 91

What is a Service Level Target

Back 91

A commitment that is documented in an SLA, should be SMART.

Front 92

SLA between?

OLA between?

UC between?

Back 92

SLA - service provider and customer

OLA - service provider and another part of org delivering service

UC - service provider and third party supplier.

Front 93

The structure types of SLAs

Back 93

1. Service based = one for all customers

2. Customer based = one for each customer

3. Multi-level = layered approach (corporate + customer + service)

Front 94

What are the 6 activities of Service Level Management

Back 94

1. Design SLA framework

2. Produce SLRs

3. Negotiate SLAs, OLAs, UCs

4. Monitor SLAs

5. Produce service reports

6. Conduct reviews and improve

7. Improve customer satisfaction

8. Handle feedback (complaints & compliments)

Front 95

Availability Management Process purpose

Back 95

Ensure level of availability is delivered in IT services meeting agreed targets.

Front 96

What are the two key elements of Availability Management Process

Back 96

1. Reactive activities - monitoring and responding

2. Proactive - proactive planning and improvement.

Front 97

Availability:

Back 97

Ability to perform its agreed function when required.

Front 98

Reliability:

Back 98

How long can perform agreed function without interruption.

Front 99

Maintainability:

Back 99

how quickly can be restored to normal after a failure.

Front 100

Serviceability:

Back 100

ability of supplier to meet terms of contract.

Front 101

Vital Business Function

Back 101

Critical business process to business.

Front 102

What are the 3 sub-processes of Capacity Management?

Back 102

1. Business capacity - translates business needs

2. Service capacity - manages and predicts end-to-end performance of services.

3. Component capacity - manages and predicts performance of a component of service.

Front 103

Purpose of Service Continuity Management Process

Back 103

To support overall continuity by managing service risks.

Front 104

Information Security Management:

Back 104

Align IT security with business security

Front 105

What are the 4 objectives of Information Security Management

Back 105

Ensure:

1. Confidentiality of info

2. integrity of info

3. Availability of info

4. Authenticity of transactions

Front 106

What are the four major areas that need to be considered in the design of a service management?

Back 106

4 Ps

1. People

2. Products

3. Processes

4. Partners

Front 107

Major inputs to Service Transition

Back 107

Service Design Package, requests for change.

Front 108

Purpose of Service Transition

Back 108

To ensure new, modified, or retired services meet expectations of the business.

Front 109

What are the three main characteristics of ITIL?

Back 109

1. Vendor neutral

2. Non-prescriptive

3. Best practice

Front 110

What are the 5 core service lifecycle stages of ITIL?

Back 110

1. Strategy

2. Design

3. Transition

4. Operation

5. Continous Improvement

Front 111

What does service Strategy lifecycle stage provide guidance for?

Back 111

Guidance for PRIORITIZING and selecting new opportunities.

Front 112

What does service Design lifecycle stage provide guidance for?

Back 112

Guidance for gathering REQUIREMENTS.

Front 113

What does service Transition lifecycle stage provide guidance for?

Back 113

Guidance for INTRODUCING new services.

Front 114

What does service Operational lifecycle stage provide guidance for?

Back 114

Guidance for SUPPORTING operational services.

Front 115

What does Continual Service ImprovementI lifecycle stage provide guidance for?

Back 115

Guidance for measuring and IMPROVING services.

Front 116

Value is created through what two primary elements?

Back 116

1. Utility (what the service does).

2. Warranty (how service is delivered: availability, capacity, security...).

Front 117

What is role of CSI Manager?

Back 117

CSI Manager is responsible for continual service improvement in organization.

Front 118

What 5 processes are in Service Operation phase?

Back 118

iPEAR

iNCIDENT mgmt

PROBLEM mgmt

EVENT mgmt

ACCESS mgmt

REQUEST mgmt

Front 119

The ITIL core is structured around:

a. An operations lifecycle

b. An IT management lifecycle

c. A service lifecycle

d. An infrastructure lifecycle

Back 119

c. A service lifecycle

Front 120

Which of the following statements is MOST correct?

a. A process responds to specific triggers.

b. A process is measureable.

c. A process delivers value to customers and stakeholders.

d. All of the above

Back 120

d. All of the above

Front 121

Which of the following is NOT one of the ITIL core publications?

a. Service optimization

b. Service transition

c. Service design

d. Service strategy

Back 121

a. Service optimization

Front 122

What is the RACI model used for?

Back 122

Documenting roles for stakeholders in a process.

Front 123

Describe the 1st type of service provider:

Back 123

Internal - an internal service provider that is embeded within a business unit. (eg. every unit has their own duplicate HR dept)

Front 124

Describe the 2nd type of service provider:

Back 124

Shared: An internal service provider that provides shared IT services to more than one business unit (eg. multiple units share one HR dept)

Front 125

Describe the 3rd type of service provider:

Back 125

External: A service provider that provides IT service to external customers (eq. ISP)

Front 126

Describe the 2 basic concept of service strategy “Outcomes”:

Back 126

Outcome: the results of carrying out an activity, Intended & Actual.

Front 127

Describe the three types of service strategies:

Back 127

1. Core - service desired outcome by customer (specific level of utility and warranty).

2. Enabling - service needed to deliver core service (may or may no be visible).

3. Enhancing - service that is added to core service to make it more attractive.

Front 128

Describe 4 characteristics of Value:

Back 128

1. Defined by customer

2. Mix of affordable features

3. Allows customers to achieve objectives

4. Changes over time

Front 129

What are the three steps to risk management

Back 129

1. Identify

2. Analyze

3. Manage

Front 130

What is service strategy Governance for?

Back 130

Governance: ensures implementation of service properly. Defines roles, responsibilities, measurements, reports, response actions, etc.

Front 131

What two primary things does service automation improve?

Back 131

1. Improves utility and warranty.

2. Improves management capacity.

Front 132

What are the three ITIL Service Strategy Processes?

Back 132

Frick BP

1. Financial management

2. Business relationship management

3. Portfolio management

Front 133

Which services does portfolio management cover?

Back 133

All Services - current, retired, and under construction!

Front 134

2 purposes of Business Relationship Management Process?

Back 134

1. Establish and maintain relationship with customer & SP.

2. Identify customer needs.

Front 135

7 objectives of Business Relationship Management?

Back 135

1. Prioritize services

2. Customer satisfaction

3. Identify Impact

4. Establish requirements

5. Deliver value

6. Feedback processes

7. Mediate conflicts

Mick Jagger - sorting colored pills, impact faces, list desires, farting blue, STOP signage, knife + gun + bat

Front 136

What is the focus of BRM?

Back 136

1. Relationship with customer

2. Needs of customer