ITSM Lifecycle Fundamentals Flashcards Preview

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Flashcards in ITSM Lifecycle Fundamentals Deck (12)
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1

What are the stages of ITIL lifecycle?

Strategy
Design
Transition
Operation
Improvement

2

What is PDCA?

Plan (Strategy & Design)
Do - (Transition)
Check (Operation
Act & Improvement)

3

What is type 1 service provider?

Internal service provider
Service provider within same organisational department

4

What is a type 2 service provider?

Shared service unit
Service provider from another business unit (department) within organisation

5

What is a type 3 service provider?

External outsourced IT services

6

What is a stakeholder?

People expecting results or accountable with ITSM

7

What is governance?

Ensure processes are followed + responsible roles

8

What is a function in ITIL?

A group/team

9

What is a process owner responsible for?

Defining and documenting the process
Audit and monitor the process

10

What is a process manager?

Managing day to day details regarding process

11

What is a process practitioner?

Carries out activities defined within the processes

12

What is a RACI chat?

Delegation for:
Responsible (performing the work)
Accountable (ensure is performed)
Consulted (seek help from)
Informed (process execution reported to)