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Taruu Study Guide
ITIL V3 Questions based on the taruu study guide
141
Computer Science
Professional
04/01/2011
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Term
Services
 Definition
a means of delivering value to customers without requiring the customer to own specific costs and risks
Term
Service Management
 Definition
a set of specialized capabilities for delivering value to customers in the form of services
Term
Good Practices
 Definition
best practices which have gained wide acceptance and adoption
Term
Good Practices may come from a number of sources including:
 Definition
* Standards
* Public frameworks
* Academic research
* Proprietary knowledge
Term
What are the 5 phases of the service life cycle?
 Definition
*Service Design
*Service Strategy
*Service Operation
*Service Transition
*Continual Service Improvement
Term
Processes
 Definition
structured sets of activities designed to achieve a specific objective
Term
What are the four basic characteristics of processes?
 Definition
1. They transform inputs into outputs
2. They deliver results to a specific customer or stakeholder
3. They are measurable
4. They are triggered by specific events
Term
What are the three layers of the process structure?
 Definition
Process control, the process itself, and process enablers
Term
What are some examples of things that fall under process control?
 Definition
policies, ownership, documentation, and review programs
Term
What are some examples of things that fall under the process itself?
 Definition
steps, procedures, work instructions, roles, triggers, metrics, inputs, and outputs
Term
What are some examples of things that fall under process enablers?
 Definition
resources and capabilities required to support the process
Term
What are the four processes in the Service Strategy life cycle phase?
 Definition
Service Strategy, Service Portfolio Management, Demand Management, and Financial Management
Term
What are the seven processes in the Service Design life cycle phase?
 Definition
Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, Supplier Management
Term
What are the three processes in the Service Transition life cycle phase?
 Definition
Change Management, Service Asset and Configuration Management, Release and Deployment Management
Term
What are the five processes in the Service Operation life cycle phase?
 Definition
Incident Management, Problem Management, Event Management, Service Request Fulfillment, Access Management
Term
How many steps are in the Continual Service Improvement process?
 Definition
Seven
Term
Functions
 Definition
self-contained subsets of an organization intended to accomplish specific tasks
Term
Roles
 Definition
defined collections of specific responsibilities and privileges
Term
Who may fill a role in an organization?
 Definition
An individual or team
Term
What are the standard roles ITIL emphasizes?
 Definition
Service Manager, Product Manager, Service Owner, and Process Owner
Term
What is a Service Manager Accountable for?
 Definition
development, performance, and improvement of all services in the environment.
Term
What is a Product Manager Accountable for?
 Definition
development, performance, and improvement of a group of related services
Term
What is a Service Owner accountable for?
 Definition
overall design, performance, integration, improvement, and management of a single service
Term
What is a Process Owner accountable for?
 Definition
overall design, performance, integration, improvement, and management of a single process
Term
What are the four major ITIL functions?
 Definition
Service Desk, Technical Management, Application Management, and IT Operations Management.
Term
What does the Service Desk provide?
 Definition
a single point of contact between users and the IT organization
Term
What process does the Service Desk usually own?
 Definition
Incident Management
Term
Define the Local Service Desk Configuration.
 Definition
Users and support staff are located on the same premises
Term
Define the Centralized Service Desk Configuration.
 Definition
Multiple user locations are serviced by a single support location
Term
Define the Virtual Service Desk Configuration.
 Definition
Multiple user locations are serviced by multiple support locations, utilizing call routing to appear to respond to user requests as a single entity
Term
Define the Follow-the-Sun Service Desk Configuration.
 Definition
Identical to the virtual Service Desk configuration, except shifts are set up to service the working hours of any time zone
Term
What is the Technical Management function charged with?
 Definition
procurement, development, and management of the technical skill sets and resources required to support the infrastructure and the IT Service Management effort
Term
What is the primary objective of technical management?
 Definition
to ensure that the Service Provider has the right skill sets available to deliver the services it offers.
Term
Application management does not replace, but is supported by ___________.
 Definition
Core Processes
Term
What is IT Operations Management concerned with?
 Definition
the day-to-day maintenance of the IT infrastructure and the facilities which house it
Term
What are the two sub functions IT Operations Management are divided into?
 Definition
Operations Control and Facilities Management
Term
What is the Operations Control sub-function concerned with?
 Definition
regular maintenance cycles associated with infrastructure management
Term
What is the Facilities Management sub-function concerned with?
 Definition
maintenance of the facilities which house IT operations
Term
What are the four roles within the RACI Model?
 Definition
Responsible, Accountable, Consulted, and Informed
Term
In the RACI model, for every task AT LEAST one person must be _________, and ONLY one person must be ____________.
 Definition
Responsible; Accountable
Term
Service Strategy
 Definition
the selection of services a Service Provider will offer to customers
Term
What are the four reasons services are selected?
 Definition
* Provide value to customers
* Enable the Service Provider to capture value
* Fall within cost parameters acceptable to the Service Provider
* Fall with risk parameters acceptable to the Service Provider
Term
How does the Service Strategy offer value to Service Providers and customers?
 Definition
* Ensuring that the services they offer align with business objectives.
* Ensuring that the services they offer are likely to offer value.
* Ensuring that customers can be charged for the services or that some mechanism exists by which the services allow the value offered by the Service Provider to be recognized.
* Ensuring that the Service Provider is in a position to handle the costs and risks associated with the services it offers.
Term
Business Case
 Definition
a structured and documented justification for investment in something expected to deliver value in return
Term
Value of service consists of what two components?
 Definition
Utility and Warranty
Term
Utility
 Definition
‘fitness for purpose’ involves the ability of the service to remove constraints or increase the performance of the customer
Term
Warranty
 Definition
‘fitness for use’ is the ability of the service to operate reliably
Term
Service Assets
 Definition
resources and capabilities which a Service Provider must allocate in order to offer a service
Term
Resources
 Definition
raw materials which contribute to a service
Term
Capabilities
 Definition
specialized skills or abilities an organization applies to resources in order to create value
Term
Resources and Capabilities are types of __________.
 Definition
Assets
Term
Service Portfolio
 Definition
the entire set of services under management by a Service Provider
Term
What are the three major parts of a Service Portfolio?
 Definition
Service Pipeline, Service Catalog, and Retired Services
Term
What is the purpose of the Service Portfolio?
 Definition
to help the Service Provider understand how its resources are allocated toward maximizing the value it offers to customers in the form of services.
Term
The cyclical relationship between the service provider and the customer is known as the _____________.
 Definition
Service Belt
Term
Service Strategy Process
 Definition
is concerned with the development of service concepts in preparation for selection of services to be provided
Term
What are the four major activities in the Service Strategy Process?
 Definition
Understand the market, Develop the offerings, Develop strategic assets, Prepare for execution
Term
How does service portfolio management organize the process?
 Definition
by which services are identified, described, evaluated, selected, and chartered
Term
The Demand Management process
 Definition
concerned with understanding and influencing customer demand
Term
Demand management models demand in terms or __________ and ____________.
 Definition
User Profiles; Patterns of business activity
Term
IT Financial Management
 Definition
provides a means of understanding and managing costs and opportunities associated with services in financial terms
Term
What are the three basic activities of IT Financial Management?
 Definition
Accounting, Budgeting, and charging
Term
What is the Service Design life cycle about?
 Definition
the design of services and all supporting elements for introduction into the live environment
Term
How does Service Design offer value?
 Definition
* Ensuring that services are aligned with business objectives
* Ensuring that services are able to provide the utility and warranty required for them to meet the objectives outlined during Service Strategy
* Ensuring that service management systems and tools are capable of supporting service offerings
* Ensuring that service-e management processes are capable of supporting service offerings
* Ensuring that services are constructed according to agreed architectural standards
* Ensuring that services are designed so as to be implemented efficiently
* Ensuring that services are designed so that their performance can be measured
Term
What life cycle phase targets quality?
 Definition
Service Design
Term
Service Catalog
 Definition
the subset of the Service Portfolio which contains services currently available to customers and users
Term
What are the four P's of Service Design?
 Definition
People, Products, Processes, and Partners
Term
What are the Five Aspects of Service Design?
 Definition
1. The new or changed service itself – with special attention to service requirements
2. Service Management processes required to support the service
3. Service Management systems and tools required to support the service (especially the Service Portfolio)
4. Technology Architectures used or referenced by the service
5. Measurement systems and metrics necessary to understand the performance of the service
Term
Service Catalog Management
 Definition
involves management and control of the Service Catalog which contains information about services currently available to customers for use
Term
Service Level Management
 Definition
the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific services
Term
Service Level Management results in the creation of ____________.
 Definition
Service Level Agreements
Term
Operation Level Agreements
 Definition
performance agreements nearly identical in nature to SLAs except that they exist between parts of the service provider organization specifically for the purpose of supporting ‘upstream’ SLAs which require dependable performance by multiple business units, functions, or teams within the service provider organization
Term
What is the Availability Management process concerned with?
 Definition
management and achievement of agreed availability requirements as established in Service Level Agreements
Term
Availability
 Definition
the ability of a system, service, or configuration item to perform its function when required
Term
What is Capacity Management concerned with?
 Definition
ensuring that cost-effective capacity exists at all times which meets or exceeds the agreed needs of the business as established in Service Level Agreements
Term
Capacity
 Definition
the maximum throughput a service, system, or device can handle
Term
What are the three major activities of Capacity Management?
 Definition
Business Capacity Management, Service Capacity Management, and Component Capacity Management
Term
What capacity factors does Business Capacity Management address?
 Definition
capacity factors which exist primarily at the business level such as mergers, acquisitions, plans for new facilities, reductions in force, etc.
Term
What capacity factors does Service Capacity Management address?
 Definition
capacity factors at the service level.
Term
What is the primary task of Service Capacity Management?
 Definition
to translate business capacity factors into capacity requirements for services
Term
What capacity factors does Component Capacity Management address?
 Definition
capacity factors at the level of components or Configuration Items.
Term
What is the primary task of CCM?
 Definition
to translate Service Capacity Management factors into capacity requirements for individual components or Configuration Items
Term
What is ITSCM, and what is it responsible for?
 Definition
The IT Service Continuity Management process (ITSCM) is responsible for ensuring that the IT Service Provider can always provide minimum agreed Service Levels
Term
What does ITSCM result in?
 Definition
the production of the IT Service Continuity Plan which is an aspect of the overall Business Continuity Plan
Term
What is the IT Security Management process concerned with?
 Definition
protection of IT assets (including services) from security threats
Term
What are the five basic qualities of information assets that IT Security Management protects?
 Definition
Confidentiality, Integrity, Availability, Authenticity, Non-Repudiation
Term
What is the Supplier Management process charged with?
 Definition
obtaining value for money from third-party suppliers
Term
What is Service Transition concerned with?
 Definition
management of change and, more specifically, with the introduction of new and changed services into the live environment
Term
Service V-Model
 Definition
defines progressive levels activity and corresponding levels of testing/valid toward a define objective such as a release or major change
Term
Change
 Definition
the addition, removal, or modification of anything that could have an effect on an IT service
Term
What are the three types of change?
 Definition
Normal, Standard, and Emergency
Term
Who reviews Emergency Changes?
 Definition
Emergency Change Advisory Board
Term
Who approves requests for changes?
 Definition
Change Authority
Term
Change Model
 Definition
a template or pre-defined set of steps, procedures, and guidelines for execution a specific type of change
Term
Release
 Definition
a collection of changes which must be implemented together in order accomplish a specific objective or set of objectives
Term
Release Unit
 Definition
the particular set of configuration items released together for a specific deployment effort
Term
Baseline
 Definition
the documented and validated configuration of a component, system, service, etc.
Term
Configuration Management System
 Definition
the controlled repository and interfaces for management of information concerning items under configuration control (Configuration Items) in the environment.
Term
Configuration Item
 Definition
anything which has significance for the delivery of an IT Service.
Term
At a minimum, what should the record of a configuration item include?
 Definition
a unique identifier and the location of the CI
Term
What is Change Management concerned with?
 Definition
recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items
Term
What are the seven major activities which make up the Change Management Process?
 Definition
Recording RFC's, Reviewing RFC's, Assesment and Evaluation of RFC's, Authorization of RFC's, Planning, Implementation Coordination, Review and Closure
Term
What are the five components of Service Asset and Configuration Management?
 Definition
Planning, Identification, Control, Status Accounting, Verification and Audit
Term
What are the four minor Service Transition Processes?
 Definition
Transition Planning and Support, Service Validation and Testing, Evaluation, and Knowledge Management
Term
What is the only service life cycle phase in which value is realized by customers?
 Definition
Service Operation
Term
ITIL® emphasizes the importance of striving to achieve and maintain balance during Service Operation in the form of specific balances between:
 Definition
* Reactive and Proactive Focus
* Internal and External Focus
* Cost and Quality
* Stability and Flexibility
Term
During Service Operation, the importance and criticality of ____________ is especially acute
 Definition
communication
Term
Incident
 Definition
any occurrence which causes or may cause interruption or degradation to an IT Service
Term
Problem
 Definition
the unknown underlying cause of one or more incidents
Term
Error
 Definition
the known underlying cause of one or more incidents
Term
Known Error
 Definition
the known cause of an incident for which a workaround also exists
Term
Event
 Definition
any change of state of an infrastructure or other item which has significance for the delivery of a service
Term
Who, in most cases, owns the Incident Management Process?
 Definition
The Service Desk
Term
Incident Management consists of a what basic activities or steps?
 Definition
Detection, Logging, Classification, Prioritization, Investigation and Initial Diagnosis, Escalation, Resolution and Recovery, Closure
Term
What is Problem Management concerned with?
 Definition
the identification and correction of flaws or errors in the environment which cause incidents
Term
What are the major sub processes of Problem Management?
 Definition
Reactive and Proactive Problem Management
Term
What two things does the Problem Management Process issue?
 Definition
Requests for Change and Work Arounds
Term
What is one of the most important outputs of the Problem Management process?
 Definition
the Known Error Database (KEDB)
Term
What is Event Management concerned with?
 Definition
detection of events in the infrastructure and with selection of appropriate response actions
Term
What are the three basic types of events?
 Definition
Informational, Warning, and Exception
Term
Service Request Fulfillment is:
 Definition
the process charged with assisting users in situations where no service degradation or interruption is involved
Term
How can Service Request Fulfillment reduce the load on the Incident Management process?
 Definition
by providing a means of addressing non-incident related requests before they enter the Incident Management stream
Term
What is the Access Management process charged with?
 Definition
providing authorized parties with appropriate access to service and information as specified in the Information Security Policy
Term
Does the Access Management process ever set security policy?
 Definition
no
Term
What is Continual Service Improvement about?
 Definition
the alignment and re-alignment of services, processes, functions, etc. with changing business needs
Term
What are the four basic purposes for measurements?
 Definition
Justify, Direct, Intervene, and Validate
Term
Objectives
 Definition
establish the reason for measurement
Term
Critical Success Factors
 Definition
define specific things that must happen if objectives are to be achieved
Term
Key Performance Indicators
 Definition
are metrics which specifically indicate progress or performance around or toward Critical Success Factors
Term
Metrics
 Definition
are the definitions of what will be measured and how it will be measured
Term
Measurements
 Definition
are the actual readings taken based upon a specific metric
Term
What are the four steps of the Deming Cycle?
 Definition
Plan, Do, Check, Act
Term
What are the guiding questions in the Continual Service Improvement Model?
 Definition
What is the Vision, Where are we now, Where do we want to be, How do we want to get there, Did we get there, how do we maintain momentum
Term
What should Continual Service Improvement produce?
 Definition
Service Improvement Plan
Term
What are the steps in the Seven Step Improvement Process?
 Definition
* Decide what should be measured
* Decide what can be measured
* Gather the data
* Process the data
* Analyze the data
* Present and use the data
* Implement corrective action
Term
Bounded Rationality
 Definition
refers to the limits which constrain humans’ ability to entertain more than a few factors at a time when seeking to make decisions in complex situations.
Term
True or False: all phases of the Service Lifecycle can be supported very effectively using technology and automation.
 Definition
True
Term
Processes should be _________ prior to automating them.
 Definition
Simplified
Term
The application of service management has varying degrees of ROI, depending on the business impact. Which of the following tangible measures is commonly associated with Improved reliability?
 Definition
MTBF - Mean Time Between Failure
Term
What is the correct order for the ISPL acquisition process from a customer-supplier-interaction point-of-view?
 Definition
1. Make RFP 2. Make Proposal 3. Select 4. Negotiate Contract 5. Make Decisions
Term
What is the initial Incident Management process in the correct order?
 Definition
1. Incident Logging 2. Incident Categorization 3. Incident Prioritization 4. Incident Diagnosis 5. Incident Escalation
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