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ITIL Flashcards

(59 cards)

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1
Q

ITSM

A

IT service management

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2
Q

ITIL

A

Information Technology Infrastructure Library

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3
Q

4 Dimensions/perspectives or Factors Critical to Successful Value Delivery - These are the 4 resources

A

1) Organization and People
2) Information and Technology
3)Partners and Suppliers
4) Value Stream and Processes

4 Ps - People , Products, Partners, Processes

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4
Q

IT organization assess cost and impact and risks associated with what for each part of the SVS

A

4 D

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5
Q

ITIL framework built around a model called

A

Service Value System (SVS)

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6
Q

7 Principles

A

Start where you are
Think of work holistically
Optimize and automate
Progress Iteratively with feedback
Keep it simple and practice
Focus on Value
Collaborate and promote visibility

STOP KFC

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7
Q

Service

A

A way for the organization to create value for themselves and customers. Almost all services are IT enabled

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8
Q

Service Value Chain has 6 Step model - AKA IT lifecycle

A

This creates value

1) Plan
2) Engage
3) Design and Transition
4) Procurement/Building
5) Deliver and support
6) Improve

PED PID

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9
Q

5 parts of the SVS

A

Principles
Governance
Service Value Chain
Practices
Continuous Improvement

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10
Q

Governance

A

Means by which an organization is directed and controlled. Effective corp gov drives IT org to max value creation while minimizing cost and mitigating risks

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11
Q

Practices

A

Organization resources that can help accomplish an objective

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12
Q

3 Categories of Management practices

A

General (14)
Service(17)
Technical (3)

34

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13
Q

Service Management

A

Set of specialized organizational capability for enabling value for customers in the form of services

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14
Q

Value

A
  • perceived benefits, usefulness and important of somethings
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15
Q

Organization

A

Person/group that has its own functions with responsibilities - to achieve its obj - can vary in size and complexity and be 1+ people

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16
Q

Service consumer

A

when receiving services

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17
Q

Sponsor

A

Authorizes budget for service consumption

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18
Q

Customer

A

Defines req for a service

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19
Q

User

A

The role that uses a service

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20
Q

Product

A

a configuration of an org resources designed to offer value for a consumer

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21
Q

Service offering

A

1 or more services to meet needs of target consumer grp

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22
Q

Service relationship

A

coop between provider and consumer

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23
Q

Service relationships are valuable when

A

have more possitive effects than negative

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24
Q

Costs

Study These Flashcards
A

Amount $ spent on activity/resource

25
Two tyes of costs
Cost removed - from consumer by a service - eg managed office Cost impacted - on consumer (eg staff training)
26
Risk
Possible event that could cause harm/make it diff to reach obj
27
2 types of risk
Risk removed - from consumer - eg cloud - so no need for hardware Risk imposed - to consumer - eg security breach
28
Utility
Functionality offered by product or service to meet a particular need - what a service does
29
Warranty
assurance that service will meet agreed req
30
Each of the 4 D affected by multiple factors
6 PESTLE Political Economical Social Technology Legal Environment
31
Value Stream
Series of steps org use to create and deliver product/services to consumers
32
Process
Set of act that transforms input to output
33
Org agility
adapt to internal changes
34
Org resilience
anticipate for ext changes
35
Governance is realized through 3 activities
Evaluate Direct Monitor
36
To do service management need to understand 3 things
Nature of value Nature and scope of stakeholder How value creation is enabled through services
37
3 types of service offerings
Goods to be supplied -consumer attains ownership and respons (phone) Access to resources -consumer received controlled access - access to mobile network Service actions performed -provider fufil needs of consumer - eg user support
38
3 parts of info security management
Prevention - ensure security events don't occur Detection - detect incidents that can't be prevented Correction - recover from incidents after detected
39
3 points that we should evaluate and select suppliers based on
Importance and impact - value of service to business provided by supplier Risk - risks assoc with using service Cost - cost of service and its provision
40
5 purposes of IT asset management
Max value Control costs Manage risks Support decisionmaking about purchase/retirement of assets Meet regulatory and contractual req
41
IT asset
Any valuable component that can contribute to the delivery of an IT prod or service
42
scope of IT asset management can include
software, hardware, networking, cloud services and client services
43
ITAM
ITAM - sub practice - looking at management of IT lifecylces
44
Software asset management (SAM)
infrastructure and process necess for effective management of software assets
45
Event
Change in state with significance for management of service/configurable item (CI)
46
types of events
Informational - successful tasks Warning - when device reaching limit Exception - error given off when system acts abnormally
47
Incident
Unplanned interruption to a service or reduction in quality
48
3 phases of problem management
Prob Identification- identify and log problem Prob control -prob analysi and workarounds Error control -manage known errors
49
3 types of change
Standard change - low risk pre authorized changes (eg service requests) Normal change - changes that need to be scheduled and authorized - need to go through entire change management process - eg website change - change board Emergency change - need to be implemented as soon as possible
50
Change authority
Person or group that authorizes the change
51
Configurable item
Any component that needs to be managed in order to deliver an IT service vs IT asset - same but has financial value
52
Config management system
Set of tools and info used to support config management
53
Release
Version of a service/CI or collection of CI that is made available for use. Can be small or large
54
Request
Req from user that initiates a service action
55
Service level
One/more metrics that define expected/achieved service quality
56
Service level agreement
Documented agreement between a service provider and customer that identifies services req and expected level of service
57
Resources to identify service level management
customer engagement and feedback operational metrics business metrics
58
4 types of deployment
Phased - parts deployed to parts of an office at a time Continuous - components are integrated and test and deployed just when they are needed - opportunity for customer feedback loops Big bang - components deployed to all targets at one time Pull - new /changed software available in a repository and customers choose
59
Relationship between events, changes, problem management
Problem management - identify known issues - > reults in known events (identify, analyze and control) Events- changes in CI - 3 types - info, warning, exceptions - which are incidents Events and incidents can result in changes that can be Std, normal, emergency

ITIL (2 decks)

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