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My ITIL Review
Terms in this set (176)
What is a Service?
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term 'service' is sometimes used as a synonym for core service, IT service or service package.
The result of carrying out an activity, following a process, or delivering an IT service. Intended and/or actual results
A service provided by an IT service provider, An IT service is made up of a combination of information technology, people, and processes.
What is Service Management?
A set of specialized capabilities for providing value to customers in the form of services. The more mature a service provider's capabilities are, the greater its ability to consistently produce quality services that meet the needs of the customer in a timely and cost-effective manner. The service provider is specialized with capabilities.
ITSM (IT Service Management)
The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and information technology.
IT services that are visible to the customer. These are normally services that support the customer's business processes and facilitate one or more outcomes desired by the customer.
IT services that support or underpin the customer-facing services. These are typically invisible to the customerbut are essential to the delivery of the customer-facing services.
Difficult to replicate; often undocumented; less desirable than Public Frameworks
Who determines the value of a service?
Fit for Purpose; are the widgets there?
Fit for Use; do the widgets work?
Value is defined by 3 things:
Outcomes, preference, perceptions
What are the 3 types of Service Providers?
Internal, Shared Services, External
What is a function?
4 characteristics of every process
Measurable, Delivers result, provides value, responds to specific triggers
How many can be accountable?
How many can be responsible?
Service Strategy Processes
Service Design Processes
Business Relationship Management
Handling complaints and compliments
Key Tool in Financial Management
Very close relationship with Demand Management
4 P's of Service Design
People, Processes, Partners, Products
Key Output of Service Design
Service Design Package
5 Key aspects of Service Design
What are the 2 views in the 2 View Catalog?
What are the 2 customer views in a 3 View Catalog?
What does Service Level Management Negotiate?
What are the 3 characteristics of the ITIL Approach?
Mutil-Level SLA structure
Corporate level, Customer level, Service level
Supplier and Contract Management information System
What are the 4 categories of Suppliers?
What are the aspects Availability
availability, reliability, maintainability, serviceability, Vital Business Functions
3 sub-processes of capacity management
What is Service Transition Lifecycle
What are the process of Service Transition Lifecycle?
Ensure minimal unpredicted impact on production services, operations, and support organizations to increase customer and user satisfaction
Transition Planning and Support Process
Service Asset and configuration Management (SACM)
Ensures Configuration Items are identified, controlled, audited, and delivered
What is a Configuration Item?
Any asset or component that needs to be managed to deliver a service; Falls under Change Management
Examples of CIs
Service Lifecycle CI, Service CI, Organization CI, Internal CI, External CI, Interface CI
Service Lifecycle CI
What is the Configuration Management System (CMS)?
What is a CMDB?
Holds configuration records
Definitive Media Library (DML)
The store of the master copies of software, code, licenses, or documentation; passed testing and quality
Change Management Process
Receives Requests for Changes and evaluates those request based on risks and impact and then monitors the implementation of those changes to minimize the disruption of changes; responds to changing business requirements
communicates the overall description of the change
the addition, modification, or removal of a CI; the change itself
3 Types of Change
Standard, Normal, Emergency
Steps to be taken to handle the change
Chronological order of steps to be taken
Responsibilities associated with the change
Timescales and Thresholds
pre-authorized changes that are low risk and common
must be implemented quickly in response to a disruption or potential disruption
Follow normal change management procedures
Change Advisory Board (CAB)
Evaluates, assesses, prioritizes and scheduling of changes
Emergency Change Advisory Board (ECAB)
Makes decisions about high-impact emergency changes
Actions to take if the change fails; how to recover; back-out and continuity plans
Processes that interface with Change Management
Release and Deployment management
Plan, schedule, and control the build, test, and deployment of new functionality or to protect integrity of existing services
Activities of Release and Deployment
Knowledge Management Process
Share perspectives, ideas, experience, and information that culminate into information assets for informed decision making and reduce the need to rediscover knowledge; maintain SKMS
The way the data, information, knowledge, and wisdom are stored and used
Raw discreet facts
Data in context
What we understand about an experience
What is used to make informed decisions
Service Knowledge Management System is focused on the storage of knowledge
Deliver and manage services at the agreed-upon levels and the technology that is used to deliver those services
5 Processes of Service Operation
Event management, Incident Management, Problem Management, Request fulfillment, Access Management
4 Functions of Service Operation
Service Desk, Application Management, IT Operations Management, Technical Management
Single point of contact for all users; communication point for users of operational issues; coordination point for several IT functions and processes; handles incidents, service requests, general questions; owns incident management
Fix has been applied
Service Has been verified restored by customer
What is an event?
An occurrence that is significant for the management of the IT infrastructure or to the delivery of a service. A change of state that has significance for the management of an IT service or other CI.
A notification that a threshold has been reached, something changed, or a failure has occurred
What is an incident?
An unplanned interruption to an IT service or a reduction in quality of an IT service or a failure of a CI
Normal Service Operation
The Operational State where services and CIs are performing within agreed service and operational levels
What is a problem?
Underlying cause of one or more incidents
Reactive Problem Management
Resolves problems in response to a specific incident or event
Proactive Problem Management
Triggered by improvement activities
Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet known
A problem that has a documented root cause and a workaround.
KEDB (Known Error Database)
Where known errors are kept
Predefined Approaches for defining and handling patterns or repeat problems
What is a model?
A set of predefined steps
Transferring an incident, problem, or change to a technical team with a higher level of expertise to assist in escalation
Informing or involving more senior levels of management to assist with an escalation
The highest category of impact for an incident. A significant disruption to the business.
Major Incident procedure
A separate procedure with shorter timescales and greater urgency
the span of time within which certain events should occur; defined and agreed upon for all incident stages based upon SLAs
Predefined steps taken to handle a particular type of incident
The set of activities to fulfill requests; manage the lifecycle of requests from users; can be handled via standard change
A request from a user; can be handled via Standard Change Request
Grants authorized users the right to use a service, while preventing access to non-authorized users by executing policies and actions defined in Information Security Management. The execution of the Information Security Policy.
A security principle that requires that data and systems should only be accessed by authorized people
A security principle that ensures data and configuration items are modified only by authorized personnel and activities.
Ability of an IT service or CI to perform its agreed function when required
Which of the following processes...
Which of the following functions...
4 Service Desk Structures
Local service desk, Centralized service desk, Virtual service desk, Follow the sun
Local Service Desk
co-located within the organization it serves. 1 service desk per site.
Centralized Service Desk
One service desk that Serves multiple facilities and sites; cost effective; diverse users and diverse skill sets of support
Virtual Service Desk
Service desk that is available at any time at any place
Follow the sun
Two or more service desks that covers local daytime hours and then hands off to the next geographical set of service desks
Specialist Groups within the service desk
Teams with specialized training or expertise
Plays a dual role in providing resources to support the service life-cycle and has technical knowledge and expertise to manage IT infrastructure; swift use of technical skills to diagnose and resolve technical failures
IT Operations Management
Executes ongoing daily activities and procedures required to maintain IT infrastructure;
IT Operations Control
IT Operations Control
Oversees the monitoring of operational activities and the execution of routing operation tasks
Management of physical IT environments (Data Centers, Computer rooms)
Plays a dual role in providing resources to support the service life-cycle and has technical knowledge and expertise to manage IT infrastructure;
Support the organizations business processes, Identifies requirements; assists in the design, deployment, and ongoing management of those applications
Service Level Agreement
Operational Level Agreement
CSI (Continual Service Improvement)
The purpose of the CSI stage is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.
What to measure
Why is it being measured
What the successful outcome should be
Part of the SKMS; Captures, records, and categorizes all improvement opportunities as well as the benefits that could be realized. Used to prioritize initiatives.
The Deming Cycle
A documented snapshot that is used as a reference point for later comparison.
Multiple levels that Baselines must be established
Strategic: Goals and Objectives
Tactical: Process Maturity
Operational: Including operational metrics and KPIs
The CSI Approach
Critical Success Factors (CSF)
Something that we have to do well to achieve what is desired. Does not have to be measurable.
Key Performance Indicators (KPI)
A subset of key and active metrics that are the indicators used to measure the achievement of critical success factors.
The measurable things that are used to measure the achievement of critical success factors.
3 Types of Metrics
measure components and applications
Measure the health of a process
measure of the end-to-end service performance
Seven-Step Improvement Process
Request for change
Configuration Management System
Where do we want to be?
Vital Business Function
How long can it perform the function without interruption
4 Objectives of Information Security Management
the ability of a third party supplier to meet the terms and conditions of its contract
What are the 3 views in a 3 view Service Catalouge?
Technical/Supporting, Wholesale, Retail
Service Design Package
3 Things that have made ITIL so successful
Service Operation's Value
3 Types of Changes
Request Fulfillment Process
Specialized Organizational Capabilities
3 Types of Events
Only process in CSI
the 7 step process
Known Error Record
documented root cause and workaround
2 Types of Assets
Resources and Capabilities
Primary Purpose of Incident Management
Restore Normal Operation
Primary Purpose of Problem Management
eliminate recurring incidents and minimize impact of other incidents
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