ITIL Basics

Question 1

What does ITIL stand for?

Answer 1

Information Technology Infrastructure Library

Question 2

When and Where did ITIL Begin?

Answer 2

1980s UK

Question 3

Every Organization is a ___________

Answer 3

Service Organization

Question 4

What is Service Management?

Answer 4

Service Management is a set of specialized organizational capabilities for enabling value for customers in the form of services.

Question 5

Service?

Answer 5

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Question 6

Who are Service Consumers?

Answer 6

Customer
User
Sponsor

Question 7

What is a Customer?

Answer 7

A person who defines the requirements for a service and takes responsibility for the outcomes of services consumption

Question 8

What is a User?

Answer 8

A person who uses the service

Question 9

What is a Sponsor?

Answer 9

A person who authorizes budget for service consumption

Question 10

Who are additional Stakeholders?

Answer 10

Service Provider
Service Provider Employees
Society and community
Charity Organizations
Shareholders

Question 11

What is Value?

Answer 11

The perceived benefits, usefulness and importance of something

Question 12

How is Value Co-Created?

Answer 12

Involves multiple stakeholders and is subject to the perception of the stakeholder

Question 13

What are the two types of Cost?

Answer 13

Imposed costs

Removed Costs

Question 14

Imposed costs?

Answer 14

The monthly charge for internet, passed on to consumer

Question 15

Removed Costs?

Answer 15

costs removed from consumer, not passed on to consumer

Question 16

What are the types of risks?

Answer 16

Removed Risks

Imposed Risk

Question 17

Removed Risks?

Answer 17

removed from consumer by the service offering

Question 18

imposed risks?

Answer 18

like a security breach by provider

Question 19

How should risks be handled?

Answer 19

Risks should be managed and end users should be educated properly of the risks

Question 20

What is utility?

Answer 20

Fit for purpose

Question 21

What is Warranty?

Answer 21

Fit for use

Question 22

What is Service Relationship?

Answer 22

A cooperation between a service provider and service consumer.

Question 23

Basics of Service Relationships?

Answer 23

Service Provision
Service Consumption
Service Relationship Management

Question 24

What is a Guiding Principle in ITIL 4?

Answer 24

a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies or structures. Universal and Enduring

Question 25

What are the 7 Guiding Principles - ITIL 4?

Answer 25

1. Focus on Value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7. Optimize and automate

Question 26

Focus on the value?

Answer 26

- Understand and identify the service consumer - understand the consumers perspective of user - map value to intended outcomes, which change over time - understand the customer experience

Question 27

Start Where you are?

Answer 27

- look at what exists - determine if successful practices/services can be replicated - apply risk mangement skills in decision making - recognize that you might need to start fresh

Question 28

Progress Iteratively with Feedback?

Answer 28

- Comprehend the whole but do something - the ecosystem is constantly changing, use feedback - fast does not mean incomplete

Question 29

Collaborate and Promote Visibility?

Answer 29

- Collaboration does not mean consensus - communicate in a way the audience can hear - Decision can only be made on visible data

Question 30

Think and Work Holistically?

Answer 30

- Recognize the complexity of the systems - Collaboration is key to working holistically - look for patterns between system elements when possible - Automation can facilitate holistic work

Question 31

Keep it simple and practical?

Answer 31

- Ensure Value - simplicity is the ultimate sophistication - Do fewer things but do them better - Respect the time of the people involved - Easier to understand, easier to adopt

Question 32

Optimize & Automate?

Answer 32

- Simplify and or optimize before automating - Define your metrics - Understand and agree to the context for the optimization

Question 33

What do the Guiding Principles help with?

Answer 33

Value Co-Creation