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ITIL > Foundation > Flashcards

Foundation Flashcards

1
Q

What are the four different Service Desk types?

A

Local, Centralised, Virtual and Follow the Sun

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2
Q

The key stages of the ITIL process model.

A

Service Strategy, Service Design, Service Transition, Service Operation

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3
Q

What is the 3rd stage in the ITIL process model?

A

Service Transition

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4
Q

What is the 2nd stage in the ITIL process model?

A

Service Design

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5
Q

What is the 1st stage in the ITIL process model?

A

Service Strategy

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6
Q

What is the 4th stage in the ITIL process model?

A

Service Operation

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7
Q

When is CSI applicable?

A

Throughout the entire process

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8
Q

How many steps does CSI involve?

A

7

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9
Q

What does SLA stand for?

A

Service Level Agreement (SLA)

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10
Q

What does OLA stand for?

A

Object Level Agreement (OLA)

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11
Q

What does SKMS stand for?

A

Service Knowledge Management System (SKMS)

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12
Q

What does CMS stand for?

A

Configuration Management System (CMS)

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13
Q

What does CMDB stand for?

A

Configuration Management Database (CMDB)

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14
Q

What is the KEDB?

A

Known Error Database (KEDB)

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15
Q

What does ITSCM stand for?

A

IT Service Continuity Management (ITSCM)

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16
Q

Under which step does the Deming Cycle come under?

A

Continual Service Improvement (CSI)

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17
Q

What is the CAB?

A

Change Advisory Board (CAB)

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18
Q

What is ECAB?

A

Emergency Change Advisory Board (ECAB)

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19
Q

What is the DML?

A

Definitive Media Library (DML)

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20
Q

Which stage negotiates supplier contracts?

A

Service Design

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21
Q

What is the Deming Cycle?

A

A Continual Service Improvement (CSI) Model

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22
Q

How many steps does the Deming Cycle have?

A

4

23
Q

What are the Deming Cycle steps?

A

Plan, do, check, act

24
Q

What does ITIL stand for?

A

Information Technology Infrastructure Library

25
Q

What is ITIL?

A

A body of knowledge and best practices for successful IT Service management

26
Q

What does MTBF stand for?

A

Mean time between failures

27
Q

What does RTO stand for?

A

Recovery time objective

28
Q

What is a service that is no longer in use called?

A

Retired

29
Q

What is a Service Catalogue?

A

An organised collection of any and all IT related Services

30
Q

Define Service Pipeline.

A

Service pipeline is the concept that defines all services that are conceptual or are currently under development

31
Q

What stage does Business Relationship Management come under?

A

Service Strategy

32
Q

What stage does Demand Management come under?

A

Service Strategy

33
Q

What stage does Service Level Management come under?

A

Service Design

34
Q

What does SLM stand for?

A

Service Level Management (SLM)

35
Q

Who deals with requests for change?

A

The Change Advisory Board (CAB)

36
Q

What does SDP stand for?

A

Service Design Package (SDP)

37
Q

Which stage deals with Release and Deployment Management?

A

Service Transition

38
Q

Which stage deals with Change Management?

A

Service Transition

39
Q

What does LTBO stand for?

A

Long Term Business Objectives (LTBO)

40
Q

What is the order of processes defined by the process model?

A

Service Strategy, Service Design, Service Transition, Service Operation

41
Q

How many categories are there that a service can be categorised into?

A

3

42
Q

What are the 3 categories a service can be categorised as?

A

Core Service, Enabling Service, Enhancing Service

43
Q

What is a Core Service?

A

A service that deliver the basic outcome the customer desires

44
Q

What is an Enabling Service?

A

A service necessary to deliver a Core Service

45
Q

What is a Enhancing Service?

A

A service that adds onto the Core Service to make it more attractive to the customer, they don’t for fill customer requirements but instead enhance the experience.

46
Q

Which service type is designed to enhance the experience?

A

An Enhancing Service

47
Q

What is a Stakeholder?

A

Anyone that has an interest in an organisation supplying one or more services to customers - Internal or External

48
Q

How many types of Service Providers are there?

A

3

49
Q

What are the 3 types of Service Providers?

A

Type 1 - Internal
Type 2 - Shared Services Unit (SSU)
Type 3 - External

50
Q

Define Shared Services Unit (SSU)

A

An Internal Service Provider that provides services to multiple business units

51
Q

What is a Customer?

A

Anyone that purchases goods or a service

52
Q

What are the four main characteristics of a process?

A

Measurability, Specific Results, Customers, Responsiveness to specific triggers

53
Q

What is the role of facilities management?

A

To manage the physical environment where the IT infrastructure is located

54
Q

What is the objective of capacity management?

A

To ensure that the capacity of IT services and Infrastructure is able to deliver the agreed service s
level targets in an efficient and cost-effective manner.

ITIL (1 decks)

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