Term
| ITIL describes capabilities for managing IT services. What are the 4 main elements of these capabilities? |
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Definition
Process
Functions
Roles
The Service Lifecycle |
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Term
| What are the stages in the ITIL Service Lifecycle? |
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Definition
(SDTOC)
Strategy
Design
Transition
Operation
Continual Service Improvement |
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Term
What is the main goal you try to achieve in the service strategy phase?
What decisions do you need to make? |
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Definition
The main goal is to set the strategic direction of your IT services.
You must decide who your customers are and what services you'll provide for them. |
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Term
| What are the 2 main areas of the Service Strategy Stage? |
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Definition
1. Service Management as a strategic asset
2. The processes that enable you to manage your set of IT services |
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Term
| What is the main purpose of the Service Design Stage? |
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Definition
| Designing the new or changed services for introduction into the live environment. |
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Term
| What are the processes incorporated by the Design Stage? |
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Definition
1. Design Coordination
2. Service Level Management
3. Service Catalogue Management
4. Supplier Management
5. Availability Management
6. Capacity Management
7. IT Service Continuity Management
8. Information Security Management |
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Term
| What is the main goal to achieve in the Service Transition phase? |
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Definition
| To help organizations plan & manage changes to services & deploy releases into the live environment successfully. |
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Term
| What are the main components of the Service Transition phase? |
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Definition
1. Build
2. Test
3. Implementation |
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Term
| In the Service Transition phase what are the processes needed to control the implementation of new or changed services into the live environment? |
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Definition
1. Transition Planning & Support
2. Change Management
3. Service Asset & Configuration Management
4. Release & Deployment Management
5. Knowledge Management
6. Change Evaluation
7. Service Validation & Testing |
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Term
| What is the main goal in the Service Operation phase? |
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Definition
| To deliver and support your IT services |
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Term
| In which phase do you realize the strategic objectives? |
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Definition
| The Service Operation Phase |
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Term
| What are the main processes in the Service Operation phase? |
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Definition
1. Event Management
2. Incident Management
3. Request Fulfilment
4. Problem Management
5. Access Management |
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Term
| What is the primary purpose of the Continual Service Improvement phase? |
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Definition
| To continually align & realign IT services to changing business needs by identifying & implementing improvements |
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Term
| What are the main activities of CSI? |
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Definition
1. Identify opportunities for Improvement
2. Prioritize improvements
3. Set up & run improvement projects |
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Term
| In the Continual Service Improvement phase do you usually have one improvement project or a number of projects? |
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Definition
| a number of initiatives or projects |
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Term
| What are the stages in the IT Development Project Lifecycle |
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Definition
BRDBTID
Business case
Requirements
Design
Build
Test
Implement
Deliver & Support |
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Term
| What items in the IT Development Project Lifecycle correlate with the Service Strategy phase in the ITIL Service Lifecycle? |
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Definition
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Term
| What items in the IT Development Project Lifecycle correlate with the Service Design phase in the ITIL Service Lifecycle? |
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Definition
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Term
| What items in the IT Development Project Lifecycle correlate with the Service Transition phase in the ITIL Service Lifecycle? |
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Definition
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Term
| What items in the IT Development Project Lifecycle correlate with the Continual Service Improvement phase in the ITIL Service Lifecycle |
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Definition
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Term
| What items in the IT Development Project Lifecycle correlate with the Service Operation phase in the ITIL Service Lifecycle? |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you use this to justify the cost & effort involved in providing the new service or changing an existing service. |
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Definition
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Term
| Which stage of the IT Development Project Lifecycle triggers the project initiation? |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you identify & analyze the detailed requirements of the service or change. |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you generate an outline or outlines of the service/s that meets requirements. |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you acquire the solution by building the hardware, connect with servers and networks, and/or program software. |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you check the service to see if it meets the needs of the business, works in the way you expected & can be supported. |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you launch the new or changed service into the live operational environment. |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle the service is now in the live or production environment and you must make sure it works and fix it quickly when it goes wrong. |
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Definition
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Term
| In this stage of the IT Development Project Lifecycle you optimize the way it was delivered. |
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Definition
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Term
| The ____________ and the _________________ functions provide resources for the service operation stage. |
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Definition
Service desk,
IT Operations Management |
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Term
| The ___________________ & _______________________ functions provide resources for every stage of the lifecycle. |
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Definition
Technical Management,
Application Management |
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Term
| Remember, the _______________ and ____________________ functions have an understanding of the skills and knowledge required to design and manage the technology and applications. |
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Definition
Technical Management,
Application Management |
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Term
| How do you find practitioners in your company to work on your project? |
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Definition
| Compare the skills required to the skills available within the organization, by carrying out a skill analysis. |
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Term
| To help you decide which of your staff should do what, ITIL suggests four main functions. What are they? |
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Definition
Service Desk IT,
Operations Management,
Technical Management,
Application Management |
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Term
| Define the ITIL definition of Service Desk |
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Definition
| The main aim of a service desk is to provide a single point of contact between the service provider and the user. The user needs a simple, consistent method of getting a resolution. |
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Term
| What are some of the things that the Service Desk does? |
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Definition
1. Log incidents and service requests and allocate categories and priorities.
2. Provide first-line investigation and diagnosis.
3. Resolve incidents and service requests, where possible.
4. Escalate incidents and service requests to other parties to resolve within agreed timescales.
5. Keep users informed of progress
6. Close all resolved incidents, service requests and other calls.
7. Conduct satisfaction surveys. |
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Term
| The service desk function has most involvement with which processes |
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Definition
Incident Management,
Request Fulfilment,
Access Management |
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Term
| The timescales for responding to incidents and requests are agreed and recorded in what? |
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Definition
| The Service Level Agreement |
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Term
| What are the types of Service Desk organization? |
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Definition
Local Service Desk,
Centralized Service Desk,
Virtual Service Desk,
Follow-the-Sun Service Desk |
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Term
| The response the users get from the service desk staff influences _________________________. |
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Definition
| their opinion of the entire IT department or organization |
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Term
| Make sure Service Desk staff have what? |
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Definition
Interpersonal Skills,
Business Awareness,
Technical Awareness,
Understanding of Procedures & Documentation. |
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Term
| Give the ITIL Definition of IT Operations Management |
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Definition
ITIL Definition - The IT operations management function has a dual role:
1. Be responsible for executing the activities and performance standards defined during service design and tested during service transition
2. Be part of the process of adding value to the business by being able continually to adapt to business requirements and demand |
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Term
| In order to achieve a balance between stability and adaptability, the IT operations management team needs what? |
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Definition
1. An understanding of how technology is used to provide IT services
2. An understanding of the relative importance of the services & their impact on the business
3. Clearly differentiated metrics to report to the business on the achievement of service objectives
4. IT operations staff who understand exactly how the performance of the technology affects the delivery of the IT services
5. Procedures & manuals that outline the role of IT operations |
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Term
| IT Operations Management typically has activities comprised of what? |
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Definition
1. Delivering & measuring the value of the services
2. Ensuring that a device or system is actually working
3. Focusing on shorter-term, repetitive day-to-day activities
4. Turning plans developed in other service lifecycle stages into actions |
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Term
| IT Operations Management functions are split into what sub-functions? |
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Definition
1. IT operations Control
2. Facilities Management |
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Term
| What activities does IT Operations control consist of? |
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Definition
1. Backup & restore data on behalf of technical & applications' teams
2. Console Management: observing and monitoring components of services
3. Involvement in resolving incidents
4. Job Scheduling
5. Print & outprint |
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Term
| What activities does Facilities Management consist of? |
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Definition
1. Movement of a Data Center
2. Management of the physical IT environment
3. Management of power & cooling equipment |
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Term
| Give the ITIL definition of the Technical Management Function. |
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Definition
The technical management function has a dual role as:
1. Custodian of technical knowledge & expertise related to managing the IT infrastructure
2. Provider of the resources to support the service lifecycle |
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Term
| What are the most common skills needed when dealing with teams in the Technical Management Function? |
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Definition
1. Databases
2. Directory services
3. Mainframes & servers
4. Network support
5. Storage
6. The Internet |
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Term
| What are the typical activities in the Technical Management Function? |
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Definition
1. Defining standards & architectures during the strategy & design stages
2. Designing & delivering training programs for technical staff, service desk & users
3. Getting involved in projects during service design, service transition, CSI & operational projects, such as operating system upgrades, server consolidation projects or physical moves
4. Identifying & documenting skill needs, including developing skills inventories & conducting training needs analyses
5. Identifying the knowledge & expertise required to manage & operate the IT infrastructure & deliver IT services
6. Recruiting or contracting in resources
7. Resolving incidents & problems as part of second-line or higher-level support |
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Term
| How does ITIL distinguish between application management & application development? |
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Definition
1. Application development tends to involve the programming of applications and often the analysis of application requirements & the design of the application.
2. Application management provides the overall control of applications, along with a strategy for how applications are acquired & developed in the organization. |
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Term
| What are the roles involved in Application Management? |
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Definition
1. Custodian of knowledge & expertise related to managing applications
2. Provider of the resources to support the service lifecycle |
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Term
| How are application management teams organized? |
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Definition
| The way they are organized depends on the applications you provide. |
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Term
| What are the typical activities involved in Managing Applications? |
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Definition
1. Assisting in the design & deployment of applications
2. Assisting in the ongoing support of those applications
3. Defining overall strategy, policies & application architectures
4. Getting involved in the testing & validation of applications
5. Identifying functional & manageability requirements for application software
6. Providing guidance to IT operations about how best to manage applications |
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Term
When would you define the requirement for skills & resources needed to support applications?
When are they expanded?
When are they developed? |
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Definition
1. During the Service Strategy phase
2. During the Service Design Stage
3. During the remainder of the service lifecycle |
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