ITIL V3 Foundations

Cards

Three types of Service Provider types include: 1. Internal 2. Shared services unit 3. External
Name the four functions of V3: 1. Service desk 2. Technical Mgmt 3. Application Mgmt. 4. IT Operations
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A Service
Process, RACI, change, incident, problem and requests are types of these: Models
The five questions of CSI that answer the question, How do we keep the momentum going? What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there?
The person accountable for overall process quality - works with line managers to ensure resources are available and trained is? Process Owner
The person accountable for a specific service - regardless of where the underpinning technology, processes or capabilities reside is? Service Owner
A model/authority matrix that is often used to map roles and responsibilities to processes and activities is called? A RACI model
Four characteristics of a process include: Specific event Specific results Customer Measureable
Five stages of ITIL V3 Life Cycle Strategy Design Transistion Operation Continual Service Improvement
The goal of this stage is to design, develop and implement service management is called: Service Strategy
Attributes of a service that have a positive impact on performance is called: Utility
The term that is used when service is available as needed with sufficient capacity, continuity and security is called: Warranty
What two things make up Value? Utility Warranty
What term means fit for purpose? Utility
What term means fit for use? Warranty
The warranty processes are: Availability Capacity Continuity Security
What increases the probability of achieving outcomes? Utility
What decreases possible losses from performance variations? Warranty
Who defines and differentiates value? The customer
What is defined by both business outcomes and customer perceptions? Value
What includes all of the roles, responsibilites, tools and management controls required to reliabily delivers the outputs? A process
What is a structured set of activities designed to accomplish a specific objective? A process
Are processes open-loop systems or closed-loop systems? Closed loop
What represents teh complete set of services managed by a service provider? Service Portfolio
The service portfolio is made up of what components? Service Pipeline Service Catalog Retired Services
The processes included in Service Transition are: Change Service Asset and Configuration Release and Deployment Knowledge
The processes included in the Service Operations cycle include: Event Incident Problem Request Fulfillment Access
The process included in CSI includes: 7-step improvement
CSI stands for: Continual Service Improvement
What articulates the reason for undertaking an improvement initiative along with the costs, benefits, and risks? A business case
What is ROI Return on Investment
What is VOI Value on Investment
Are business cases included in the Service Portfolio or the Service Catalog Service Portfolia
What is BITA Business IT Alignment
Which ITIL book creates value by better service design, transition and operation? Continual Service Improvement
Which ITIL book manages service delivery and support Service Operation
Which ITIL book transitions new and changed services into operations? Service Transition
Which ITIL book designs and develops services and service management processes. Service Design
What book designs, develops adn implements service management? Service Strategy
What represents the complete set of services managed by a service provider? Service Portfolio
What enables the business and IT to quantify, in financial terms, teh value of services and their underlying assets, adn to qualify operational forecasting? Financial Mgmt
What helps the business and IT identify,document and agree on the value to services. Financial Mgmt
Financial Mgmt uses what three processes? Accounting Budgeting Charging
What manages frequency, volume and duration of services? Demand Mgmt
PBA Pattern of Business Activity
PBA's influence what? demand
A pattern of user demand for IT services is called? A user profile
One or more predefined PBA's are used to construct what? User Profiles
True or False The KEDB is the same as the SKMS? False
T or F The KEDB should be used during incident diagnosis phase to tyr to speed up the resolution process. True
T or F Access to the KEDB should be limited to the Service Desk False
T or F Supplier Mgmt negotiates OLA's with internal groups to support the delivery of service False
T or F Supplier Mgmt negotiates external agreements to support the delivery of services True
Define RACI Responsible Accountable Consulted Informed
The Management of the physical IT environment such as the Data Center is called? Facilities Management
A pre-authorized Change that has an accepted and established procedure is called? Standard Change
T or F All processes must have an owner. True
T or F All processes take one or more inputs and turns them into defined outputs. True
Which phase of the Service Lifecycle provides a framework for evaluating service capability and risk profile before a service is deployed? Service Transition
What is the first activity of CSI? Understand the business objectives
T or F KPI's can be both qualitative and quantitative? T
T or F KPI's should relate to a CSF? True
T or F CSI uses process metrics to identify improvement opportunites T
Define PBA? Patterns of business activity?
T or F A change process model outlines steps that should be taken to handle a change True
What supports business goals and objectives? CSF
The three metric types include: Service Technical Process
Custodian of technical expertise for managing the IT infrastructure is called: Technical Mgmt
SPOC for customers is called: Service Desk
This group provides guidance to IT Operations about ongoing operational managmenet of applications Application Mgmt
Functions that perform activities such as console managmenet, print and output management and has a role within IT Operations Mgmt is called? IT Operations Control
Request for a proven, repeatable, preapproved and Proceduralized service Service Request
Problems that have a documented root cause and workaround is called? Known Error
Predefined techniques used to reduce or eliminate the impact of an incdient or problem is called? Workaround
The four knowledge types are: Data Information Knowledge Wisdom
Portion of the IT infrastructure normally released together is called? Release Unit
A single release until or a structured set of release units is called? Release Package
A pre-approved, low risk change that follows a procedure is called? Standard Change
Predefined set of procedures for a particular category of changes is called? Change Model
A unique change that is not standard is called? Normal Change