Itil V3 Service Lifecycle

Front 1

What is the APM Group's role in ITIL?

Back 1

provides accreditation and certification

Front 2

What group provides accreditation and certification for ITIL?

Back 2

APM Group (APMG)

Front 3

What is the Office of Government Commerce's role in ITIL?

Back 3

oversees development and maintenance of ITIL

Front 4

What group oversees development and maintenance of ITIL?

Back 4

Office of Government Commerce (OGC)

Front 5

What is the Examination Institute for Information Science's role in ITIL?

Back 5

develops and organizes exams

Front 6

What group develops and organizes ITIL exams?

Back 6

Examination Institute for Information Science (EXIN)

Front 7

What is the role of The Stationery Office in ITIL?

Back 7

publishes ITIL

Front 8

What group publishes ITIL?

Back 8

The Stationery Office (TSO)

Front 9

What are the 4 causes of ITIL's success?

Back 9

it is non-prescriptive, non-proprietary, provides best practices, and provides good practices

Front 10

What are the 3 v2 certification levels?

Back 10

Foundation, Practitioner, and Manager

Front 11

What are the 4 levels of v3 certification?

Back 11

Foundation, Intermediate, Expert, and Advanced

Front 12

Value to the customer consists of what two parts?

Back 12

utility and warranty

Front 13

What is utility?

Back 13

fitness for a purpose

Front 14

What is warranty?

Back 14

a guarantee of a level of service

Front 15

What is the utility effect?

Back 15

a greater probability of achieving a customer's goals

Front 16

What is the warranty effect?

Back 16

a decrease in possible customer losses from performance variations

Front 17

What are the 5 phases of the ITIL service lifecycle?

Back 17

service strategy, service design, service transition, service operation, and continual service improvement

Front 18

How many volumes are in ITIL?

Back 18

Five- one for each phase

Front 19

What are the 4 objectives of the Service Transition phase?

Back 19

selecting resources and capability, controlling visible errors and anticipating risk, meeting service requirements and constraints, and meeting customer expectations

Front 20

What are improvements?

Back 20

results that show a tangible positive difference when a process has been applied

Front 21

What are benefits?

Back 21

measurable results from the implementation of an improvement

Front 22

What is Return on Investment?

Back 22

(benefit - cost of benefit) / cost of benefit, expressed as a percentage

Front 23

What is Value on Investment?

Back 23

additional (often non-monetary) value derived from benefits gained

Front 24

What is a process?

Back 24

an organized set of activities created in order to achieve a specific objective

Front 25

What does a process do?

Back 25

turns a defined input into a defined output

Front 26

What are the 4 characteristics of a process?

Back 26

measureable, aimed at a specific result, aimed at customers and stakeholders, and occurs as a response to an event or trigger

Front 27

What is a function?

Back 27

a specialized unit that performs a specific type of work and creates specific results

Front 28

What is a role?

Back 28

a set of connected behaviors, responsibilities, and activities appointed to a particular person, team, or group

Front 29

What are the 2 types of control methods?

Back 29

process-based control perspectives and lifecycle-based control perspectives