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Flashcards in ITIL Test Cards Deck (42)
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1

List the ITIL Lifecycle Processes

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operations
5. Continual Serive Improvement

2

List the Service Strategy Processes

1. Service Portfollio Management
2. Financial Management for IT Services
3. Demand Management (not testable)
4. Business Relationship Management

3

List the Service Design Processes

1. Design Coordination
2. Service Catalog Management
3. Service Level Management
4. Availability Management
5. Capacity Management
6. IT Service Continuity Management
7. Supplier Management
8. Information Security Management

4

List the Service Transition Processes

1. Asset and Configuration Management
2. Change Management
3. Knowledge Management
4. Transition Planning & Support
5. Release & Deployment Management
6. Service Validation & Testing (not testable)
7. Change Evaluation (not testable)

5

List the Service Operation Processes

1. Incident Management
2. Problem Management
3. Request Fulfillment
4. Event Management
5. Access Management

6

List the 7-Step Improvement Process for CSI

1. Identify the strategy for improvement
2. Define what you will measure
3. Gather the data
4. Process the data
5. Analyze the information & data
6. Present & use the information
7. Implement improvement

7

Utility + Warranty =

Value

8

An event that launches a process

Trigger

9

Name the Service Provider Types

1. Type I - Internal Service Provider
2. Type II - Shared Service Provider
3. Type III - Exteral Service Provider

10

3 Financial Services for IT Processes

1. Budgeting
2. Accounting
3. Charging

11

Business Case Structure

1. Introduction
2. Methods & Assumptions
3. Business Impacts
4. Risk & Contingencies
5. Recommendations

12

Service Portfollio Areas

1. Service Pipeline
2. Service Catalog
3. Retired Services

13

Works to minimize the impact of incidents that arises.

Incident Management

14

Works to eliminate the underlying causes of incidents, thus improving service performance.

Problem Management

15

Involved in monitoring and automation efforts to ensure that services are managed effectively.

Event Management

16

Works to enforce the Information Security Management policies and ensures users have access only to services they have rights or priviledges to access.

Access Management

17

Handles and attempts to resolve requests from users that are not incident-related.

Request Fullfillment

18

Scope of CSI

1. Overall health of ITSM
2. Continual alignment of the Service Portfollio
3. Maturity of IT processes for each service
4. Continual improvement of all aspects of the IT service & the assets that support them.

19

Used to establish an initial data point to determine if a service or process needs to be improved.

Baselines (CSI)

20

Assits in determining what should be improved & what methods would be best to assist in making improvements.

CSI Model

21

CSI Metrics

1. Technology
2. Process
3. Service

22

Used to record , categorize & prioritize all the improvement opportunities.

CSI Register

23

The CSI Register is stored as part of the ________.

SKMS - Service Knowledge Management System

24

Focused on component & application metrics such as performance and availability.

Technology Metrics (CSI)

25

CSF's, KPI's and activity metrics for the service manament processes themselves.

Process Metrics (CSI)

26

These metrics are the results of the end-to-end service.

Service Metrics (CSI)

27

Deming Cycle (CSI)

Plan - Do - Check - Act

28

- Define Overall Vision
- Business Need
- Strategy
- Tactical Goals
- Operational Goals

Identify the Strategy for Improvement

29

- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Did we get there?
- How do we keep the monentum going?

Six Steps of the CSI Model

30

The following four reasons drive ______.
- Validate
- Direct
- Justify
- Intervene

Measurements

31

Two kinds of KPI's

- Qualitative
- Quantitative

32

- Assessments
- Gap Analysis
- Balanced Scorecard
- SWOT
- Deming Cycle

Methods & Techniques of CSI

33

A set of specialized organizational capabilities for providing value to customers in the form of services.

Service Management

34

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service

35

A generic term that includes IT infrastructure, people, money, or anything else that might help deliver an IT Service.

Resource

36

The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.

Capability

37

Resources are considered to be _____ of an organization.

Assets

38

Capabilities are ________ assets of an organization.

Intangible

39

Any resource or capacity used by a service provider to deliver services to a customer.

Service Asset

40

A team or group of people and the tools or other resources they use to carry out one or more processes or activities.

Function

41

Objective of the Service Transition

.

41

A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder.

Process