Key Concepts Flashcards
(103 cards)
1
Q
What is considered to be a result for a stakeholder enabled by one or more outputs, according to ITIL?
A
Outcomes
2
Q
What concept includes the management of the customer’s resources for service?
A
Service consumption
3
Q
What are activities performed by an organization to provide services?
A
Service provision
4
Q
What are joint activities between a provider and consumer to ensure continual value co-creation based on agreed upon and available service offerings?
A
Service relationship management
5
Q
What is a cooperation between a service provider and service consumer including provisioning and consumption?
A
Service relationship
6
Q
A person who authorizes the budget for service consumption
A
Sponsor
7
Q
The assurance that a product or service will meet agreed requirements
A
Warranty
8
Q
The management of services to meet the needs of customers
A
Service management
9
Q
Fit for purpose, the functionality offered by a product or service to meet a particular need
A
Utility
10
Q
A means of delivering value to customers by facilitating outcomes customers want to achieve
A
Service
11
Q
An individual who uses a service on a day-to-day basis
A
User
12
Q
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
A
Consumer
13
Q
What does the concept of warranty refer to in IT service management?
A
The assurance that a service will meet agreed-upon reliability, availability, and maintainability requirements
14
Q
What does the concept of utility refer to in the context of IT service management?
A
The functionality offered by a product or service to meet a particular need
15
Q
The expenditure incurred to produce and deliver a service
A
Cost
16
Q
An entity that enables people to work together, structured to meet objectives
A
Organization
17
Q
The perceived benefits, usefulness, and importance of something
A
Value
18
Q
The effect of uncertainty on objectives
A
Risk
19
Q
The result desired by a stakeholder from service consumption
A
Outcome
20
Q
The tangible or intangible deliverable of an activity
A
Output
21
Q
What is a service relationship in the context of IT service management?
A
A joint activity between a service provider and a service consumer to co-create value through service provision and consumption
22
Q
What is a service offering in the context of IT service management?
A
The details of a service’s features, costs, and benefits designed to meet the specific needs of service consumers
23
Q
What is an example of service provision?
A
A software company providing ongoing updates and support for its products
24
Q
What is an example of service consumption?
A
An individual subscribing to a cloud-based project management tool for team collaboration
25
What is an example of service relationship management within the Information Technology Infrastructure Library (ITIL) framework?
Facilitating regular meetings between IT service providers and customers to discuss service performance and improvement opportunities
26
What are the four dimensions of service management?
1. Organizations and people
2. Information and technology
3. Partners and suppliers
4. Value streams and processes
27
Which dimension of service management focuses on a series of steps an organization undertakes to create and deliver products to consumers?
Value streams and processes
28
What is the primary role of people in the "organizations and people" dimension of service management?
To define service management policies and processes
29
Which dimension of service management focuses on the roles and responsibilities of individuals within an organization?
Organizations and people
30
What does the "organizations and people" dimension of service management emphasize?
The roles and competencies of individuals in an organization
31
Which dimension of Information Technology Infrastructure Library (ITIL) service management focuses on managing the technological aspects of delivering IT services?
Information and technology
32
What is the focus of the "information and technology" dimension within Information Technology Infrastructure Library (ITIL) service management?
Managing and using information and technology to support services
33
Which dimension focuses on the management of relationships with third-party vendors and suppliers?
Partners and suppliers
34
What is the main purpose of managing partners and suppliers in Information Technology Infrastructure Library (ITIL) service management?
To ensure quality and consistency in service delivery
35
Which dimension of Information Technology Infrastructure Library (ITIL) service management involves mapping out the steps necessary to deliver services from initiation to delivery?
Value streams and processes
36
What is the primary goal of defining value streams and processes in Information Technology Infrastructure Library (ITIL) service management?
To improve the efficiency of service delivery
37
What is a key focus of the "information and technology" dimension in Information Technology Infrastructure Library (ITIL) service management?
Managing the information and technology that support services
38
Which statement describes the importance of technology in the "information and technology" dimension of Information Technology Infrastructure Library (ITIL) service management?
Technology provides the tools and platforms necessary for delivering and managing services.
39
Why is managing partners and suppliers critical in Information Technology Infrastructure Library (ITIL) service management?
To align external services with organizational goals
40
How do value streams and processes contribute to Information Technology Infrastructure Library (ITIL) service management?
By providing a framework for continuous improvement
41
How do well-defined value streams and processes aid in identifying inefficiencies within IT service management?
By mapping out each step in the service delivery and management process
42
Which question should be asked during the first step of the ITIL continual improvement process?
What is the vision?
43
What is the central element in ITIL that converts inputs to outputs?
Service value chain
44
What is the main goal of the "focus on value" principle in the Information Technology Infrastructure Library (ITIL)?
To ensure services deliver what is valuable to the business and its customers
45
What is the goal of the "start where you are" principle in the Information Technology Infrastructure Library (ITIL)?
To leverage existing services, capabilities, and resources
46
What is the key approach of the "progress iteratively with feedback" principle in the Information Technology Infrastructure Library (ITIL)?
To make improvements in manageable increments based on feedback
47
What does the "collaborate and promote visibility" principle encourage in Information Technology Infrastructure Library (ITIL) service management?
For teams to work together and share information openly
48
What is the focus of the "think and work holistically" principle in the Information Technology Infrastructure Library (ITIL)?
To consider the entire service management ecosystem
49
What does the "keep it simple and practical" principle advise in the Information Technology Infrastructure Library (ITIL)?
Simplify processes and use practical solutions
50
What is the aim of the "optimize and automate" principle in the Information Technology Infrastructure Library (ITIL)?
To make processes as efficient as possible before using automation
51
What does the Information Technology Infrastructure Library (ITIL) service value system (SVS) primarily aim to provide?
A framework for delivering and managing IT services that provide value to customers
52
How does the service value chain support the creation of value streams in the Information Technology Infrastructure Library (ITIL)?
By outlining a series of interconnected activities that can be combined to create value streams tailored to specific outcomes
53
What is the main purpose of the "Plan" activity in the Information Technology Infrastructure Library (ITIL) service value chain?
To set the overall strategy, policies, and guidelines for service management
54
What does the "Improve" activity in the Information Technology Infrastructure Library (ITIL) service value chain aim to achieve?
To continually enhance service management practices and services
55
What is the primary goal of the "Engage" activity in the Information Technology Infrastructure Library (ITIL) service value chain?
To communicate with stakeholders to ensure their needs and expectations are met
56
How do the "Plan," "Improve," and "Engage" activities in the Information Technology Infrastructure Library (ITIL) service value chain work together to support service management?
By providing a strategic framework that guides service management, facilitates continuous improvement, and ensures alignment with stakeholder needs
57
What is the main focus of the "Design and Transition" activity in the Information Technology Infrastructure Library (ITIL) service value chain?
Creating and implementing new or changed IT services
58
What is the primary goal of the "Obtain and Build" activity in the Information Technology Infrastructure Library (ITIL) service value chain?
To acquire and develop the components and resources needed for IT services
59
What does the "Deliver and Support" activity in the Information Technology Infrastructure Library (ITIL) service value chain aim to accomplish?
To ensure that IT services are delivered efficiently and meet customer needs
60
What is an incident in IT service management?
An unplanned interruption to an IT service or reduction in its quality
61
What is a problem in the context of IT service management?
The underlying cause of one or more incidents
62
What is the primary goal of continual service improvement (CSI) in the Information Technology Infrastructure Library (ITIL)?
To enhance the efficiency, effectiveness, and adaptability of IT services and processes
63
What is a key feature of the Information Technology Infrastructure Library (ITIL) continual improvement model?
It follows an iterative approach that starts with understanding the vision, assessing the current state, and defining improvement steps.
64
Which step initiates the continual improvement model process?
What is the vision?
65
What step directly follows "Where are we now?" in the Information Technology Infrastructure Library (ITIL) continual improvement model?
Where do we want to be?
66
Which step in the Information Technology Infrastructure Library (ITIL) continual improvement model is focused on evaluating whether the improvement actions achieved the desired outcomes?
Did we get there?
67
In the Information Technology Infrastructure Library (ITIL) continual improvement model, which step is responsible for planning the actions required to achieve the identified improvements?
How do we get there?
68
Which management practice is used when restoring operations back to normal as quickly as possible?
Incident management
69
Which technical management practice can implement new computer components with the Big Bang approach?
Deployment management
70
Any valuable component that can contribute to the delivery of an IT product or service
IT asset
71
The addition, modification, or removal of anything that could directly or indirectly affect services
Change
72
A problem that has been analyzed but has not been resolved
Known error
73
Any change of state that has significance for the management of an IT service or other configuration item
Event
74
Any component that needs to be managed to deliver an IT service
Configuration item
75
The process of planning, coordinating, drafting, agreeing upon, monitoring, and reporting on service-level agreements and the ongoing management of service quality
Service level management
76
The process of managing the lifecycle of all incidents to ensure that normal service operation is restored as quickly as possible
Incident management
77
The process of managing requests from users that are not incidents, typically for information, advice, or for a standard change
Service request management
78
The process of managing the lifecycle of all problems to minimize the adverse impact of incidents and problems on the business caused by errors within the IT infrastructure
Problem management
79
What is the primary objective of relationship management within the Information Technology Infrastructure Library (ITIL) service management framework?
To establish and maintain a positive relationship between the service provider and the consumer
80
What is the primary purpose of supplier management within the Information Technology Infrastructure Library (ITIL) service management framework?
To ensure that suppliers and the services they provide are managed to support the seamless provision of quality IT services
81
What is the primary purpose of IT asset management within the Information Technology Infrastructure Library (ITIL) service management framework?
To manage the IT assets across the business units to support the management of the IT infrastructure
82
What is the primary purpose of monitoring and event management within the Information Technology Infrastructure Library (ITIL) service management framework?
To systematically observe services and service components and record and report selected changes of state identified as events
83
What is the primary purpose of release management within the Information Technology Infrastructure Library (ITIL) service management framework?
To plan, schedule, and control the movement of releases to test and live environments
84
What is the primary purpose of service configuration management within the Information Technology Infrastructure Library (ITIL) service management framework?
To manage service delivery assets effectively and ensure their details are available when needed
85
The process that oversees and implements the movement of new or changed hardware, software, documentation, processes, or any other service component to live environments
Deployment
86
The ongoing activity of enhancing services and processes in alignment with changing business needs and feedback
Continual improvement
87
The structured practice that ensures all changes are assessed, approved, managed, and implemented in a controlled manner
Change control
88
What is the primary purpose of the service desk function in the Information Technology Infrastructure Library (ITIL)?
To act as the primary point of contact between service providers and users for day-to-day activities
89
What is the role of a change authority within the change enablement process?
To assess, authorize, and oversee changes to ensure implementation is managed efficiently and effectively
90
What distinguishes standard changes from normal and emergency changes in the context of change enablement?
Standard changes are low-risk, pre-authorized changes that do not require additional authorization each time they are implemented.
91
How does change enablement contribute to the service value chain?
It provides a structured approach to managing changes across all value chain activities, ensuring alignment with business objectives.
92
What is the primary purpose of incident management within the Information Technology Infrastructure Library (ITIL) framework?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
93
How does effective incident management contribute to the Information Technology Infrastructure Library (ITIL) service value chain?
By ensuring incidents are resolved promptly, supporting the "Deliver and Support" and "Engage" activities of the service value chain, and enhancing overall service quality
94
How are incidents prioritized within the Information Technology Infrastructure Library (ITIL) incident management process?
Based on an agreed classification that considers their impact on the business and urgency, ensuring that incidents with the highest business impact are resolved first
95
What distinguishes problem management from incident management within the Information Technology Infrastructure Library (ITIL) framework?
Problem management focuses on identifying and removing the root causes of incidents to prevent future occurrences, whereas incident management aims to restore service operation as quickly as possible after an incident.
96
How does effective problem management contribute to IT service improvement?
By reducing the recurrence of incidents, improving service reliability, and enhancing user satisfaction through the identification and resolution of underlying problems
97
What is the primary goal of problem identification in the Information Technology Infrastructure Library's (ITIL) problem management practice?
To identify and fix IT service and infrastructure problems early by analyzing trends, reviewing major incidents, and working with stakeholders to ensure service quality is maintained
98
How do workarounds contribute to problem management according to Information Technology Infrastructure Library (ITIL) practices?
Workarounds serve as temporary solutions to reduce or eliminate the impact of incidents or problems for which a full resolution is not yet available, thus maintaining service continuity.
99
How does service request management ensure effective and user-friendly handling of service requests within the Information Technology Infrastructure Library (ITIL) framework?
By making request processes uniform and automatic, ensuring users know the status and when to expect completion
100
What are the key benefits of leveraging automation within service request management?
Automation lets users handle some requests, like installing software, on their own, improving efficiency without needing direct help from IT.
101
What is the primary function of the service desk within the Information Technology Infrastructure Library (ITIL) framework?
To be the main contact for users, handling their service requests and incident needs efficiently and clearly from start to finish
102
According to Information Technology Infrastructure Library (ITIL) practices, how does the service desk contribute to the service value chain?
The service desk helps make constant improvements, shares service updates, and manages incidents and requests by monitoring, assessing, and engaging with users.
103
