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28 Cards in this Set
- Front
- Back
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What are the five Phases or Stages of the Service Lifecycle? |
Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI). |
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What are the Processes within the Service Strategy Phase? |
Service Portfolio Financial Business Relationship Demand |
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What are the Processes within the Service Design Phase? |
Design Coordination Service Catalog Service Level Availabiliity Capacity IT Service Continuity Information Security Supplier |
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What are the Processes within the Service Transition Phase? |
Transition Planning and Support Change Service Asset and Configuration Release and Deployment Knowledge |
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What are the Processes within the Service Operation Phase? |
Event Incident Problem Request Fulfillment Access |
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What are the Seven-step Improvement Steps in Continual Service Improvement (CSI)? |
Identify Define Gather Process Analyze Present Implement |
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What is a Service? |
A means of delivering value to customers. |
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What is the function of a Service Provider? |
Supply services to one or more internal or external customers. |
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What is the difference between a Customer and a User? |
A Customer pays. A User consumes. |
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What is a Type I service provider? |
It is Internal and embedded within a business unit. |
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What is a Type II service provider? |
Shared Services Unit that provides internal service to more than one business unit. |
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What is a Type III service provider? |
It is External and operates under an Underpinning Contract (UC). |
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What are the Three Service Categories? |
Core - basic outcomes Enabling - needed to deliver a core service Enhancing - make a core service more exciting |
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What is Service Management? |
A set of specialized organization capabilities for providing value to customers. |
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What is an Asset? |
Any capability or resource. |
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What is a Capability? |
Represents a service provider's ability to coordinate, control, and deploy resources to produce value. |
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What is Governance? |
Ensures that policies and strategy are implemented and required processes are correctly followed. |
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What is ITIL? |
A set of best practice publications for IT service management. |
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What is a Function? |
A team or group of people and the tools or resources they use to carry out one or more processes or activities. |
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What is a Process? |
A structured set of activities designed to accomplish a specific objective. - Measurable - Delivers a specific result - Delivers result to a customer - Traceable to a specific trigger |
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What is a Role? |
A set of responsibilities, activities, and authorities granted to a person or team. |
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What are the four Key Roles? |
Process Owner Service Owner Process Manager Process Practitioner |
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What is the RACI Model? |
Who is: Responsible Accountable Consulted Informed |
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What is Service Automation? |
Helps reduce variations in the performance of individuals, process, and services. |
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Define "Identify Risks" |
Document along with potential consequences |
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Define "Analyze Risks" |
Quantify the impact and probability. Assign a code and/ or numeric value to allow ranking. Develop an action plan. |
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Define "Manage Risks" |
Review plan regularly to ensure actions are taken. Monitor risks and note status changes. |
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What is a Risk? |
A possible event that could cause harm or loss. |
