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ITIL for Dummies C3
Outlining the Structure of ITIL
56
Computer Science
Post-Graduate
05/18/2016

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Term
ITIL describes capabilities for managing IT services. What are the 4 main elements of these capabilities?
Definition
Process
Functions
Roles
The Service Lifecycle
Term
What are the stages in the ITIL Service Lifecycle?
Definition
(SDTOC)
Strategy
Design
Transition
Operation
Continual Service Improvement
Term
What is the main goal you try to achieve in the service strategy phase?
What decisions do you need to make?
Definition
The main goal is to set the strategic direction of your IT services.
You must decide who your customers are and what services you'll provide for them.
Term
What are the 2 main areas of the Service Strategy Stage?
Definition
1. Service Management as a strategic asset
2. The processes that enable you to manage your set of IT services
Term
What is the main purpose of the Service Design Stage?
Definition
Designing the new or changed services for introduction into the live environment.
Term
What are the processes incorporated by the Design Stage?
Definition
1. Design Coordination
2. Service Level Management
3. Service Catalogue Management
4. Supplier Management
5. Availability Management
6. Capacity Management
7. IT Service Continuity Management
8. Information Security Management
Term
What is the main goal to achieve in the Service Transition phase?
Definition
To help organizations plan & manage changes to services & deploy releases into the live environment successfully.
Term
What are the main components of the Service Transition phase?
Definition
1. Build
2. Test
3. Implementation
Term
In the Service Transition phase what are the processes needed to control the implementation of new or changed services into the live environment?
Definition
1. Transition Planning & Support
2. Change Management
3. Service Asset & Configuration Management
4. Release & Deployment Management
5. Knowledge Management
6. Change Evaluation
7. Service Validation & Testing
Term
What is the main goal in the Service Operation phase?
Definition
To deliver and support your IT services
Term
In which phase do you realize the strategic objectives?
Definition
The Service Operation Phase
Term
What are the main processes in the Service Operation phase?
Definition
1. Event Management
2. Incident Management
3. Request Fulfilment
4. Problem Management
5. Access Management
Term
What is the primary purpose of the Continual Service Improvement phase?
Definition
To continually align & realign IT services to changing business needs by identifying & implementing improvements
Term
What are the main activities of CSI?
Definition
1. Identify opportunities for Improvement
2. Prioritize improvements
3. Set up & run improvement projects
Term
In the Continual Service Improvement phase do you usually have one improvement project or a number of projects?
Definition
a number of initiatives or projects
Term
What are the stages in the IT Development Project Lifecycle
Definition
BRDBTID
Business case
Requirements
Design
Build
Test
Implement
Deliver & Support
Term
What items in the IT Development Project Lifecycle correlate with the Service Strategy phase in the ITIL Service Lifecycle?
Definition
Business Case
Term
What items in the IT Development Project Lifecycle correlate with the Service Design phase in the ITIL Service Lifecycle?
Definition
Requirements
Design
Term
What items in the IT Development Project Lifecycle correlate with the Service Transition phase in the ITIL Service Lifecycle?
Definition
Build
Test
Implement
Term
What items in the IT Development Project Lifecycle correlate with the Continual Service Improvement phase in the ITIL Service Lifecycle
Definition
Improve
Term
What items in the IT Development Project Lifecycle correlate with the Service Operation phase in the ITIL Service Lifecycle?
Definition
Deliver & Support
Term
In this stage of the IT Development Project Lifecycle you use this to justify the cost & effort involved in providing the new service or changing an existing service.
Definition
Business Case
Term
Which stage of the IT Development Project Lifecycle triggers the project initiation?
Definition
Business Case
Term
In this stage of the IT Development Project Lifecycle you identify & analyze the detailed requirements of the service or change.
Definition
Requirements
Term
In this stage of the IT Development Project Lifecycle you generate an outline or outlines of the service/s that meets requirements.
Definition
Design
Term
In this stage of the IT Development Project Lifecycle you acquire the solution by building the hardware, connect with servers and networks, and/or program software.
Definition
Build
Term
In this stage of the IT Development Project Lifecycle you check the service to see if it meets the needs of the business, works in the way you expected & can be supported.
Definition
Test
Term
In this stage of the IT Development Project Lifecycle you launch the new or changed service into the live operational environment.
Definition
Implement
Term
In this stage of the IT Development Project Lifecycle the service is now in the live or production environment and you must make sure it works and fix it quickly when it goes wrong.
Definition
Deliver & Support
Term
In this stage of the IT Development Project Lifecycle you optimize the way it was delivered.
Definition
Improve
Term
The ____________ and the _________________ functions provide resources for the service operation stage.
Definition
Service desk,
IT Operations Management
Term
The ___________________ & _______________________ functions provide resources for every stage of the lifecycle.
Definition
Technical Management,
Application Management
Term
Remember, the _______________ and ____________________ functions have an understanding of the skills and knowledge required to design and manage the technology and applications.
Definition
Technical Management,
Application Management
Term
How do you find practitioners in your company to work on your project?
Definition
Compare the skills required to the skills available within the organization, by carrying out a skill analysis.
Term
To help you decide which of your staff should do what, ITIL suggests four main functions. What are they?
Definition
Service Desk IT,
Operations Management,
Technical Management,
Application Management
Term
Define the ITIL definition of Service Desk
Definition
The main aim of a service desk is to provide a single point of contact between the service provider and the user. The user needs a simple, consistent method of getting a resolution.
Term
What are some of the things that the Service Desk does?
Definition
1. Log incidents and service requests and allocate categories and priorities.
2. Provide first-line investigation and diagnosis.
3. Resolve incidents and service requests, where possible.
4. Escalate incidents and service requests to other parties to resolve within agreed timescales.
5. Keep users informed of progress
6. Close all resolved incidents, service requests and other calls.
7. Conduct satisfaction surveys.
Term
The service desk function has most involvement with which processes
Definition
Incident Management,
Request Fulfilment,
Access Management
Term
The timescales for responding to incidents and requests are agreed and recorded in what?
Definition
The Service Level Agreement
Term
What are the types of Service Desk organization?
Definition
Local Service Desk,
Centralized Service Desk,
Virtual Service Desk,
Follow-the-Sun Service Desk
Term
The response the users get from the service desk staff influences _________________________.
Definition
their opinion of the entire IT department or organization
Term
Make sure Service Desk staff have what?
Definition
Interpersonal Skills,
Business Awareness,
Technical Awareness,
Understanding of Procedures & Documentation.
Term
Give the ITIL Definition of IT Operations Management
Definition
ITIL Definition - The IT operations management function has a dual role:
1. Be responsible for executing the activities and performance standards defined during service design and tested during service transition
2. Be part of the process of adding value to the business by being able continually to adapt to business requirements and demand
Term
In order to achieve a balance between stability and adaptability, the IT operations management team needs what?
Definition
1. An understanding of how technology is used to provide IT services
2. An understanding of the relative importance of the services & their impact on the business
3. Clearly differentiated metrics to report to the business on the achievement of service objectives
4. IT operations staff who understand exactly how the performance of the technology affects the delivery of the IT services
5. Procedures & manuals that outline the role of IT operations
Term
IT Operations Management typically has activities comprised of what?
Definition

1. Delivering & measuring the value of the services

2. Ensuring that a device or system is actually working

3. Focusing on shorter-term, repetitive day-to-day activities

4. Turning plans developed in other service lifecycle stages into actions

Term
IT Operations Management functions are split into what sub-functions?
Definition
1. IT operations Control
2. Facilities Management
Term
What activities does IT Operations control consist of?
Definition
1. Backup & restore data on behalf of technical & applications' teams
2. Console Management: observing and monitoring components of services
3. Involvement in resolving incidents
4. Job Scheduling
5. Print & outprint
Term
What activities does Facilities Management consist of?
Definition
1. Movement of a Data Center
2. Management of the physical IT environment
3. Management of power & cooling equipment
Term
Give the ITIL definition of the Technical Management Function.
Definition
The technical management function has a dual role as:
1. Custodian of technical knowledge & expertise related to managing the IT infrastructure
2. Provider of the resources to support the service lifecycle
Term
What are the most common skills needed when dealing with teams in the Technical Management Function?
Definition
1. Databases
2. Directory services
3. Mainframes & servers
4. Network support
5. Storage
6. The Internet
Term
What are the typical activities in the Technical Management Function?
Definition
1. Defining standards & architectures during the strategy & design stages
2. Designing & delivering training programs for technical staff, service desk & users
3. Getting involved in projects during service design, service transition, CSI & operational projects, such as operating system upgrades, server consolidation projects or physical moves
4. Identifying & documenting skill needs, including developing skills inventories & conducting training needs analyses
5. Identifying the knowledge & expertise required to manage & operate the IT infrastructure & deliver IT services
6. Recruiting or contracting in resources
7. Resolving incidents & problems as part of second-line or higher-level support
Term
How does ITIL distinguish between application management & application development?
Definition
1. Application development tends to involve the programming of applications and often the analysis of application requirements & the design of the application.
2. Application management provides the overall control of applications, along with a strategy for how applications are acquired & developed in the organization.
Term
What are the roles involved in Application Management?
Definition
1. Custodian of knowledge & expertise related to managing applications
2. Provider of the resources to support the service lifecycle
Term
How are application management teams organized?
Definition
The way they are organized depends on the applications you provide.
Term
What are the typical activities involved in Managing Applications?
Definition
1. Assisting in the design & deployment of applications
2. Assisting in the ongoing support of those applications
3. Defining overall strategy, policies & application architectures
4. Getting involved in the testing & validation of applications
5. Identifying functional & manageability requirements for application software
6. Providing guidance to IT operations about how best to manage applications
Term
When would you define the requirement for skills & resources needed to support applications?
When are they expanded?
When are they developed?
Definition
1. During the Service Strategy phase
2. During the Service Design Stage
3. During the remainder of the service lifecycle
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