ITIL Foundations - Full Review Flashcards
(102 cards)
1
Q
Service
A
Means of delivering value to customers by facilitating outcomes they desire
2
Q
Service Management
A
Set of specialized organizational capabilities for providing value to customers through the provision of service
3
Q
ITIL
A
Set of best practice guidance for IT service management
4
Q
Function
A
Distinct sub-unit within an organization and the tools they use to carry out processes and activities
5
Q
Role
A
Set of responsibilities and activities granted to a group or individual.
6
Q
Process
A
Structured set of activities designed to accomplish a given objective.
7
Q
Improvement
A
Measurable increase of a desirable metric or decrease of an undersirable metric.
8
Q
Benefit
A
Gains realized as a result of an improvement.
9
Q
Baseline
A
Benchmark against which future work performance is measured
10
Q
Snapshot
A
Current state of a configuration as captured by a discovery tool.
11
Q
Capabilities
A
Intangible assets of the organizations (e.g. people, processes, knowledge).
12
Q
Resources
A
Tangible assets of the organization (e.g. PPE, cash, other assets used to deliver services)
13
Q
Core Services
A
IT services that delivers the outcomes that customers need or desire
14
Q
Supporting Service
A
IT services that enable or support Core Services
15
Q
VOI
A
Value of Investment. Concerns measurement of non-monetary benefits of a decision.
16
Q
Service Provider
A
Organization that supplies services to customers. Three types: internal, external, shared.
17
Q
Process Owner
A
Oversees design, documentation, and performance of a process over time and takes steps to ensure that optimal outcomes are achieved.
18
Q
Service Owner
A
Responsible for the initiation, transition, and ongoing maintenance of a service over its lifecycle.
19
Q
Utility
A
Fitness for purpose.
20
Q
Warranty
A
Fitness for use.
21
Q
Event
A
Notifications created by a service or CI signaling the need for some type of action. Three types: exception, warning, and informative.
22
Q
Alert
A
Triggers the event.
23
Q
Incident
A
Unplanned interruption (or reduction in quality) of IT services.
24
Q
Timescales
A
Timeframes for each stage of an incident, given the provisions of the SLA and immediate priorities.
25
Model
Refers to a standard method or template. Used for incidents, problems, requests, changes, releases, deployments and services.
26
Problem
Unknown cause of incident
27
Known Error
Known root cause of problem for which a workaround has been developed
28
Workaround
Temporary fix to an incident or problem, or method that allows customer to no long rely on the failed portion of the infrastructure
29
Service Request
Request from a user concerning the need for information, advice, or a standard change.
30
Access
The level and extent of a service's functionality to which a user is entitled
31
Identity
User information that distinguishes them as an individual.
32
Rights
Priveleges granted through access. Include read, write, execute, change and delete.
33
Service Measurement
Ability to predict and report service performance against predetermined targets.
34
Service Manager
Manages the development, implementation, evaluation and management of new and existing products and services.
35
Service Package
Detailed description of a service. Includes Service Level Package (SLP), core services provided, and support services provided.
36
Service Level Package (SLP)
Defined level of utility and warranty for a service package.
37
Key Functions
Operations Management (includes operations control and facilities management)
Application Management
Technical Management
Service Desk
OATS""
38
Priority
Impact + Urgency
39
Types of Service Providers
Internal
Shared
External
ISE""
40
Delivery Modes
```
Insourcing
Co-Sourcing
Outsourcing
Partnership
Multisourcing
Business Process Outsourcing (BPO)
Application Service Provider (ASP)
Knowledge Process Outsourcing (KPO)
```
41
Service Strategy Processes
Service Strategy (Generate)
Portfolio Management
Demand Management
Financial Management
Generate PDF""
42
Service Operations Processes
Incident Management
Problem Management
Request Fulfillment
Access Management
Event Management
SO I PRAE""
43
Service Design Processes
Availability Management
Supplier Management
Service Level Management
Security Management
Capacity Management
Catalog Management
Continuity Management
SD = A+3(S+C)""
44
Service Transition Processes
Release & Deployment
Service Asset & Configuration
Change Management
ST Change: SAC ReDe""
45
Types of Metrics
Service metrics
Technology metrics
Process metrics
STP""
46
CSI Model
Strategy
Assessment
Target
Process Improvement
Measure
MoMENTum (how to keep it)
SAT PI MeasureMENT""
47
Why measure?
Intervene
Justify
Validate
Direct
I Just VD""
48
RFC
Request for Change
49
Outputs from Change Management
Projected Service Outage (PSO)
Change Schedule
Out (of) Change""
50
Types of Changes
Standard
Emergency
Normal
SEN""
51
Aspects of Service Design
```
Services
Technology
Architecture
Metrics
Processes
```
STAMP""
52
Characteristics of Processes
Measurable, deliver Specific results to Customers and Respond to specific events.
MSCR""
53
Service Lifecyle
```
Define (the requirements)
Charter (to approve)
Develop (a design)
Build (offering)
Test (what you've built)
Release (into production)
Operate (in production)
Retire (the service)
```
54
Process Model
Processes use inputs to create outputs. Each process is:
| 1) Controlled (owner, objective, documentation
(2) Enabled (resourced, capabilities)
(3) Initiated (triggering event)
55
ECAB
Emergency Change Advisory Board (ECAB)
56
7 Rs to consider when assessing change requests
(1) Raised
(2) Reason
(3) Return
(4) Risks
(5) Resources
(6) Responsible
(7) Relationships
57
Release Unit
Group of CIs usually released together
58
Release Package
Group of Release Units (delta and full) that can be successfully released into the live environment and deployed
59
Release & Deployment Methods (6)
(1) Big Bang
(2) Phased
(3) Push
(4) Pull
(5) Automated
(6) Manual
60
Methods to Forecast Demand (2)
(1) Observe patterns of business activity
| (2) Understand user profiles
61
Main activities of the Service Strategy phase (4)
(1) Define the market
(2) Develop the offerings
(3) Develop strategic assets
(4) Prepare for execution
62
4 Ps to consider in Service Design
(1) People
(2) Products
(3) Partners
(4) Processes
63
Service Design Package
Details aspects of a service through all stages of its lifecycle.It's a service blueprint.""
64
Documents from Service Level Management (5)
(1) Service Level Agreement (SLA)
(2) Operational Level Agreement (OLA)
(3) Underpinning Contract (UC)
(4) Service Level Requirements (SLR)
(5) Service Improvement Plan (SIP)
65
3 Types of SLA Structures
(1) Service
(2) Customer
(3) Multilevel/Corporate
66
Availability Formula
ASL Downtime / ASL * 100
67
V-Model
Model that builds in service validation and testing early in the service lifecyle
68
Reliability
Ability to remain operational without failure
69
Resilience
Ability to remain operational despite failure
70
Maintainability
Ability to maintain in operational condition
71
Serviceability
Ability of ASP to keep service available
72
MTTR
Mean Time To Repair (MTTR)
73
MTBF
Mean Time Between Failure (MTBF)
74
MTBSI
Mean Time Between System Incidents (MTBSI)
75
VBF
Vital Business Function (VBF)
76
DIKW
Data, Information, Knowledge, Wisdom (DIKW)
77
CIA
Refers to the requirements for the security of information: Confidentiality, Integrity, Authentication
78
3 Levels of Capacity Management
(1) Business - level
(2) Service - level
(3) Component - level
BSC""
79
Solution Procurement Steps (4)
(1) Define Requirements
(2) Analyze Requirements
(3) Evaluate Vendors
(4) Select Vendor
80
KEBD
Known Error Database (KEDB)
81
CMIS
Capacity Management Information System (CMIS)
82
ISMS
Information Security Management System (ISMS)
83
SCD
Supplier Contract Database (SCD)
84
SKMS
Service Knowledge Management System (SKMS)
85
4 Levels of Service Knowledge Management System (SKMS)
(1) Data/Information
(2) Integration of Information
(3) Knowledge Processing
(4) Presentation
86
CMDB
Configuration Management Database (CMDB)
87
CMS
Configuration Management System (CMS)
88
DML
Definitive Media Library (DML)
89
BIA
Business Impact Analysis (BIA). Refers to understanding the financial costs of service outages.
90
5 Recovery Options
(1) Manual
(2) Reciprocal
(3) Gradual
(4) Intermediate
(5) Fast (Immediate)
91
Contents of the Service Portfolio
(1) Service Pipeline
(2) Service Catalog
(3) Retired Services
92
Service Catalog
Services in the live environment and/or those prepared to be transitioned into the live environment. Includes the Business Service Catalog and the Technical Service Catalog.
93
Objective of Service Strategy (SS)
To transform Service Management into a strategic asset by providing guidance on what services to offer and to whom.
94
Objective of Service Design (SD)
To design and develop services and processes in support of new and/or improved services.
improvements necessary to maintain value to customers
95
Objective of Service Transition (ST)
To plan and implement the deployment of all releases to create a new and/or improve an existing service. In essence, the objective is to realize the plans set forth in Service Design and release into operations.
96
Objective of Service Operations (SO)
To coordinate and manage day-to-day activities and processes that ensure delivery of agreed-upon levels of service (i.e. the level at which the plans, designs and optimizations are realized by the business).
97
Objective of Continual Service Improvement (CSI)
To align IT services to changing business needs by identifying and implementing improvements to (a) processes, (b) services, (c) activities, and (d) functions.
98
Objective of Incident Management (SO)
To restore service as quickly as possible (within agreed service levels) and minimize impact to the business.
99
Objective of Event Management (SO)
To detect and understand events and determine appropriate controls.
100
Objective of Request Management (SO)
To provide a channel through which users may request/receive standard services.
101
Objective of Problem Management (SO)
To prevent problems (and resulting incidents) and minimize the impact of those problems (and resulting incidents) that cannot be prevented.
102
Objective of Access Management (SO)
To grant authorized users the right to use a service, while preventing access to those NOT authorized to use the service.
