Term 1

Services Definition 1

A means of delivering value to customers without requiring the customer to own specific costs and risks Term 2

Service Management Definition 2

a set of specialized capabilities for delivering value to customers in the form of services Term 3

Good Practices Definition 3

best practices which have gained wide acceptance and adoption Term 4

Good Practices may come from a number of sources including: Definition 4

* Standards * Public frameworks * Academic research * Proprietary knowledge Term 5

What are the 5 phases of the Service Life cycle? Definition 5

*Service Design *Service Strategy *Service Operation *Service Transition *Continual Service Improvement Term 6

Processes Definition 6

Structured sets of activities designed to achieve a specific objective Term 7

What are the four basic characteristics of processes? Definition 7

1. They transform inputs into outputs 2. They deliver results to a specific customer or stakeholder 3. They are measurable 4. They are triggered by specific Events Term 8

What are the three layers of the process structure? Definition 8

Process control, the process itself, and process enablers Term 9

What are some examples of things that fall under process control? Definition 9

policies, ownership, documentation, and review programs Term 10

What are some examples of things that fall under the process itself? Definition 10

steps, procedures, work instructions, roles, triggers, metrics, inputs, and outputs Term 11

What are some examples of things that fall under process enablers? Definition 11

resources and capabilities required to support the process Term 12

What are the four processes in the Service Strategy life cycle phase? Definition 12

Service Strategy, Service Portfolio Management, Demand Management, and Financial Management Term 13

What are the seven processes in the Service Design life cycle phase? Definition 13

Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, Supplier Management Term 14

What are the three processes in the Service Transition life cycle phase? Definition 14

Change Management, Service Asset and Configuration Management, Release and Deployment Management Term 15

What are the five processes in the Service Operation life cycle phase? Definition 15

Incident Management, Problem Management, Event Management, Service Request Fulfillment, Access Management Term 16

How many steps are in the Continual Service Improvement process? Definition 16

Seven Term 17

Functions Definition 17

Self-contained subsets of an organization intended to accomplish specific tasks Term 18

Roles Definition 18

defined collections of specific responsibilities and privileges Term 19

Who may fill a role in an organization? Definition 19

An individual or team Term 20

What are the standard roles ITIL emphasizes? Definition 20

Service Manager, Product Manager, Service Owner, and Process Owner Term 21

What is a Service Manager Accountable for? Definition 21

development, performance, and improvement of all services in the environment. Term 22

What is a Product Manager Accountable for? Definition 22

development, performance, and improvement of a group of related services Term 23

What is a Service Owner accountable for? Definition 23

overall design, performance, integration, improvement, and management of a single service Term 24

What is a Process Owner accountable for? Definition 24

overall design, performance, integration, improvement, and management of a single process

Term 25

What are the four major ITIL functions? Definition 25

Service Desk, Technical Management, Application Management, and IT Operations Management. Term 26

What does the Service Desk provide? Definition 26

a single point of contact between users and the IT organization Term 27

What process does the Service Desk usually own? Definition 27

Incident Management Term 28

Define the Local Service Desk Configuration. Definition 28

Users and support staff are located on the same premises Term 29

Define the Centralized Service Desk Configuration. Definition 29

Multiple user locations are serviced by a single support location Term 30

Define the Virtual Service Desk Configuration. Definition 30

Multiple user locations are serviced by multiple support locations, utilizing call routing to appear to respond to user requests as a single entity Term 31

Define the Follow-the-Sun Service Desk Configuration. Definition 31

Identical to the virtual Service Desk configuration, except shifts are set up to service the working hours of any time zone Term 32

What is the Technical Management function charged with? Definition 32

Procurement, development, and management of the technical skill sets and resources required to support the infrastructure and the IT Service Management effort Term 33

What is the primary objective of technical management? Definition 33

to ensure that the Service Provider has the right skill sets available to deliver the services it offers. Term 34

Application management does not replace, but is supported by ___________. Definition 34

Core Processes Term 35

What is IT Operations Management concerned with? Definition 35

the day-to-day maintenance of the IT infrastructure and the facilities which house it Term 36

What are the two sub functions IT Operations Management are divided into? Definition 36

Operations Control and Facilities Management Term 37

What is the Operations Control sub function concerned with? Definition 37

regular maintenance cycles associated with infrastructure management Term 38

What is the Facilities Management sub-function concerned with? Definition 38

maintenance of the facilities which house IT operations Term 39

What are the four roles within the RACI Model? Definition 39

Responsible, Accountable, Consulted, and Informed Term 40

In the RACI model, for every task AT LEAST one person must be _________, and ONLY one person must be ____________. Definition 40

Responsible; Accountable Term 41

Service Strategy Definition 41

the selection of services a Service Provider will offer to customers Term 42

What are the four reasons services are selected? Definition 42

* Provide value to customers * Enable the Service Provider to capture value * Fall within cost parameters acceptable to the Service Provider * Fall with risk parameters acceptable to the Service Provider Term 43

How does the Service Strategy offer value to Service Providers and customers? Definition 43

* Ensuring that the services they offer align with business objectives. * Ensuring that the services they offer are likely to offer value. * Ensuring that customers can be charged for the services or that some mechanism exists by which the services allow the value offered by the Service Provider to be recognized. * Ensuring that the Service Provider is in a position to handle the costs and risks associated with the services it offers. Term 44

Business Case Definition 44

A structured & documented justification for investment in something expected to deliver value in return Term 45

Value of service consists of what two components? Definition 45

Utility and Warranty Term 46

Utility Definition 46

fitness for purpose involves the ability of the service to remove constraints or increase the performance of the customer Term 47

Warranty Definition 47

fitness for use is the ability of the service to operate reliably Term 48

Service Assets

Definition 48

resources and capabilities which a Service Provider must allocate in order to offer a service Term 49

Resources Definition 49

raw materials which contribute to a service Term 50

Capabilities Definition 50

specialized skills or abilities an organization applies to resources in order to create value Term 51

Resources and Capabilities are types of __________. Definition 51

Assets Term 52

Service Portfolio Definition 52

the entire set of services under management by a Service Provider Term 53

What are the three major parts of a Service Portfolio? Definition 53

Service Pipeline, Service Catalog, and Retired Services Term 54

What is the purpose of the Service Portfolio? Definition 54

to help the Service Provider understand how its resources are allocated toward maximizing the value it offers to customers in the form of services. Term 55

The cyclical relationship between the service provider and the customer is known as the _____________. Definition 55

Service Belt Term 56

Service Strategy Process Definition 56

is concerned with the development of service concepts in preparation for selection of services to be provided Term 57

What are the four major activities in the Service Strategy Process? Definition 57

Understand the market, Develop the offerings, Develop strategic assets, Prepare for execution Term 58

How does service portfolio management organize the process? Definition 58

by which services are identified, described, evaluated, selected, and chartered Term 59

The Demand Management process Definition 59

concerned with understanding and influencing customer demand Term 60

Demand management models demand in terms or __________ and ____________. Definition 60

User Profiles; Patterns of business activity Term 61

IT Financial Management Definition 61

provides a means of understanding and managing costs & opportunities associated with services in financial terms Term 62

What are the three basic activities of IT Financial Management? Definition 62

Accounting, Budgeting, and charging Term 63

What is the Service Design life cycle about? Definition 63

the design of services and all supporting elements for introduction into the live environment Term 64

How does Service Design offer value? Definition 64

* Ensuring that services are aligned with business objectives * Ensuring that services are able to provide the utility and warranty required for them to meet the objectives outlined during Service Strategy * Ensuring that service management systems and tools are capable of supporting service offerings * Ensuring that service-e management processes are

capable of supporting service offerings *Ensuring that service-e management processes are capable of supporting service offerings * Ensuring that services are constructed according to agreed architectural standards * Ensuring that services are designed so as to be implemented efficiently * Ensuring that services are designed so that their performance can be measured Term 65

What life cycle phase targets quality? Definition 65

Service Design Term 66

Service Catalog Definition 66

the subset of the Service Portfolio which contains services currently available to customers and users Term 67

What are the four P's of Service Design? Definition 67

People, Products, Processes, and Partners Term 68

What are the Five Aspects of Service Design? Definition 68

1. The new or changed service itself with special attention to service requirements 2. Service Management processes required to support the service 3. Service Management systems and tools required to support the service (especially the Service Portfolio) 4. Technology Architectures used or referenced by the service 5. Measurement systems & metrics necessary to understand the performance of the service Term 69

Service Catalog Management Definition 69

Involves management and control of the Service Catalog which contains information about services currently available to customers for use Term 70

Service Level Management Definition 70

the process charged with securing & managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific Services Term 71

Service Level Management results in the creation of ____________. Definition 71

Service Level Agreements Term 72

Operation Level Agreements Definition 72

performance agreements nearly identical in nature to SLAs except that they exist between parts of the service provider organization specifically for the purpose of supporting upstream SLAs which require dependable performance by multiple business units, functions, or teams within the service provider organization Term 73

What is the Availability Management process concerned with? Definition 73

Management and achievement of agreed availability requirements as established in Service Level Agreements Term 74

Availability Definition 74

the ability of a system, service, or configuration item to perform its function when required Term 75

What is Capacity Management concerned with? Definition 75

Ensuring that cost-effective capacity exists at all times which meets or exceeds the agreed needs of the business as established in Service Level Agreements Term 76

Capacity Definition 76

The maximum throughput a service, system, or device can handle Term 77

What are the 3 major activities of Capacity Management? Definition 77

Business Capacity Management, Service Capacity Management, and Component Capacity Management Term 78

What capacity factors does Business Capacity Management address? Definition 78

Capacity factors which exist primarily at the business level such as mergers, acquisitions, plans for new facilities, reductions in force, etc. Term 79

What capacity factors does Service Capacity Management address? Definition 79

Capacity factors at the service level. Term 80

What is the primary task of Service Capacity Management? Definition 80

To translate business capacity factors into capacity requirements for services Term 81

What capacity factors does Component Capacity Management address? Definition 81

capacity factors at the level of components or Configuration Items. Term 82

What is the primary task of CCM? Definition 82

to translate Service Capacity Management factors into capacity requirements for individual components or Configuration Items Term 83

What is ITSCM, and what is it responsible for? Definition 83

The IT Service Continuity Management process (ITSCM) is responsible for ensuring that the IT Service Provider can always provide minimum agreed Service Levels Term 84

What does ITSCM result in? Definition 84

the production of the IT Service Continuity Plan which is an aspect of the overall Business Continuity Plan Term 85

What is the IT Security Management process concerned with? Definition 85

protection of IT assets (including services) from security threats Term 86

What are the five basic qualities of information assets that IT Security Management protects? Definition 86

Confidentiality, Integrity, Availability, Authenticity, Non-Repudiation Term 87

What is the Supplier Management process charged with? Definition 87

Obtaining value for money from third party suppliers Term 88

What is Service Transition concerned with? Definition 88

Management of change and, more specifically, with the introduction of new and changed services into the live Environment Term 89

Service V-Model Definition 89

Defines progressive levels activity and corresponding levels of testing/valid toward a define objective such as a release or major change Term 90

Change Definition 90

the addition, removal, or modification of anything that could have an effect on an IT service Term 91

What are the three types of change? Definition 91

Normal, Standard, and Emergency Term 92

Who reviews Emergency Changes? Definition 92

Emergency Change Advisory Board Term 93

Who approves requests for changes? Definition 93

Change Authority 31 of 47 Term 94

Change Model Definition 94

a template or pre-defined set of steps, procedures, and guidelines for execution a specific type of change Term 95

Release Definition 95

a collection of changes which must be implemented together in order accomplish a specific objective or set of objectives Term 96

Release Unit Definition 96

the particular set of configuration items released together for a specific deployment effort Term 97

Baseline Definition 97

the documented and validated configuration of a component, system, service, etc. Term 98

Configuration Management System Definition 98

the controlled repository and interfaces for management of information concerning items under configuration control (Configuration Items) in the environment. Term 99

Configuration Item Definition 99

anything which has significance for the delivery of an IT Service. Term 100

At a minimum, what should the record of a configuration item include? Definition 100

a unique identifier and the location of the CI Term 101

What is Change Management concerned with? Definition 101

recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items Term 102

What are the seven major activities which make up the Change Management Process? Definition 102

Recording RFC's, Reviewing RFC's, Assesment and Evaluation of RFC's, Authorization of RFC's, Planning, Implementation Coordination, Review and Closure Term 103

What are the five components of Service Asset and Configuration Management? Definition 103

Planning, Identification, Control, Status Accounting, Verification and Audit Term 104

What are the four minor Service Transition Processes? Definition 104

Transition Planning and Support, Service Validation and Testing, Evaluation, and Knowledge Management Term 105

What is the only service life cycle phase in which value is realized by customers? Definition 105

Service Operation Term 106

ITIL emphasizes the importance of striving to achieve and maintain balance during Service Operation in the form of specific balances between: Definition 106

* Reactive and Proactive Focus

* Internal and External Focus * Cost and Quality * Stability and Flexibility Term 107

During Service Operation, the importance and criticality of ____________ is especially acute Definition 107

Communication Term 108

Incident Definition 108

any occurrence which causes or may cause interruption or degradation to an IT Service Term 109

Problem Definition 109

the unknown underlying cause of one or more incidents Term 110

Error Definition 110

the known underlying cause of one or more incidents Term 111

Known Error Definition 111

the known cause of an incident for which a workaround also exists Term 112

Event Definition 112

any change of state of an infrastructure or other item which has significance for the delivery of a service Term 113

Who, in most cases, owns the Incident Management process? Definition 113

The Service Desk Term 114

Incident Management consists of a what basic activities or steps? Definition 114

Detection, Logging, Classification, Prioritization, Investigation and Initial Diagnosis, Escalation, Resolution and Recovery, Closure Term 115

What is Problem Management concerned with? Definition 115

the identification and correction of flaws or errors in the environment which cause incidents Term 116

What are the major sub processes of Problem Management? Definition 116

Reactive and Proactive Problem Management Term 117

What two things does the Problem Management Process issue? Definition 117

Requests for Change and Work Arounds Term 118

What is one of the most important outputs of the Problem Management process? Definition 118

the Known Error Database (KEDB) Term 119

What is Event Management concerned with? Definition 119

detection of events in the infrastructure and with selection of

appropriate response actions Term 120

What are the three basic types of events? Definition 120

Informational, Warning, and Exception Term 121

Service Request Fulfillment is: Definition 121

the process charged with assisting users in situations where no service degradation or interruption is involved Term 122

How can Service Request Fulfillment reduce the load on the Incident Management process? Definition 122

by providing a means of addressing non-incident related requests before they enter the Incident Management stream Term 123

What is the Access Management process charged with? Definition 123

Providing authorized parties with appropriate access to service and information as specified in the Information Security Policy Term 124

Does the Access Management process ever set security policy? Definition 124

No Term 125

What is Continual Service Improvement about? Definition 125

The alignment and re-alignment of services, processes, functions, etc. with changing business needs Term 126

What are the four basic purposes for measurements? Definition 126

Justify, Direct, Intervene, and Validate Term 127

Objectives Definition 127

Establish the reason for measurement Term 128

Critical Success Factors Definition 128

Define specific things that must happen if objectives are to be achieved Term 129

Key Performance Indicators: Definition 129

Are metrics which specifically indicate progress or performance around or toward Critical Success Factors? Term 130

Metrics Definition 130

Are the definitions of what will be measured and how it will be measured Term 131

Measurements Definition 131

Are the actual readings taken based upon a specific metric Term 132

What are the four steps of the Deming Cycle? Definition 132

Plan, Do, Check, Act Term 133

What are the guiding questions in the Continual Service Improvement Model? Definition 133

What is the Vision, Where are we now, Where do we want to be, How do we want to get there, Did we get there, how do we maintain momentum Term 134

What should Continual Service Improvement produce? Definition 134

Service Improvement Plan Term 135

What are the steps in the Seven Step Improvement Process? Definition 135

* Decide what should be measured * Decide what can be measured * Gather the data * Process the data * Analyze the data * Present and use the data * Implement corrective action Term 136

Bounded Rationality Definition 136

Refers to the limits which constrain humans ability to entertain more than a few factors at a time when seeking to make decisions in complex situations. Term 137

True or false: all phases of the Service Lifecycle can be supported very effectively using technology & automation. Definition 137

True Term 138

Processes should be _________ prior to automating them. Definition 138

Simplified Term 139

The application of service management has varying degrees of ROI, depending on the business impact. Which of the following tangible measures is commonly associated with improved reliability? Definition 139

MTBF - Mean Time Between Failure Term 140

What is the correct order for the ISPL acquisition process from a customer supplier- interaction point-of-view? Definition 140

1. Make RFP 2. Make Proposal 3. Select 4. Negotiate Contract 5. Make Decisions Term 141

What is the initial Incident Management process in the correct order? Definition 141

1. Incident Logging 2. Incident Categorization 3. Incident Prioritization 4. Incident Diagnosis 5. Incident Escalation