AI Generated Flashcards
(66 cards)
Service management is defined as?
A set of specialized organizational capabilities for enabling value to customers in the form of services.
What does ITIL stand for?
Information Technology Infrastructure Library
True or False: ITIL 4 is the latest version of ITIL.
True
What is the primary purpose of ITIL?
To provide a framework for IT service management.
Fill in the blank: The ITIL service value system (SVS) is designed to ensure __________.
a holistic approach to service management.
What are the four dimensions of service management in ITIL 4?
Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes.
Multiple Choice: Which of the following is NOT one of the ITIL guiding principles?
A) Focus on value
B) Start where you are
C) Optimize and automate
D) Ignore feedback
D) Ignore feedback
What is a service in ITIL?
A means of delivering value to customers by facilitating outcomes that customers want to achieve.
True or False: ITIL 4 introduces the concept of ‘co-creation of value’.
True
What is a service value chain?
A model that outlines the key activities required to respond to demand and facilitate value realization.
Fill in the blank: The five components of the ITIL service value chain are Engage, __________, Deliver and Support, Improve.
Plan
What is the role of the ‘Service Desk’ in ITIL?
To serve as the primary point of contact between service providers and users.
Multiple Choice: Which ITIL practice focuses on managing changes to minimize risk?
A) Change Control
B) Incident Management
C) Problem Management
D) Service Level Management
A) Change Control
What is the purpose of ‘Incident Management’ in ITIL?
To restore normal service operation as quickly as possible and minimize impact on the business.
True or False: Continual Improvement is a key practice in ITIL 4.
True
What does the term ‘Value Stream’ refer to in ITIL?
A series of steps that an organization takes to deliver a product or service to a customer.
Fill in the blank: ITIL 4 emphasizes the importance of __________ in achieving effective service management.
collaboration
What is the significance of the ‘Service Level Agreement’ (SLA)?
It defines the expected level of service between a service provider and a customer.
Multiple Choice: Which practice is responsible for understanding and managing stakeholder expectations?
A) Service Level Management
B) Stakeholder Management
C) Portfolio Management
D) Service Configuration Management
B) Stakeholder Management
What is ‘Problem Management’ in ITIL?
The practice aimed at managing the lifecycle of all problems that occur in IT services.
True or False: ITIL 4 promotes a rigid approach to service management.
False
What is the purpose of ‘Change Control’ in ITIL?
To ensure that changes are made with minimal disruption to services.
Fill in the blank: ITIL 4 encourages organizations to adopt a __________ mindset towards service management.
customer-centric
What does the ‘Continual Improvement Model’ provide?
A structured approach to identifying and implementing improvements.