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ITIL v3 Service Lifecycle Phases, Processes, and Functions
To reinforce relationships and membership of ITIL v3 Service Lifecycle Phases, Processes, and Functions
36
Computer Science
Professional
01/29/2010

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Cards

Term
List the 5 Service Lifecycle Phases
Definition

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Term
List the 3 processes in the Service Strategy Phase
Definition

Demand Management

IT Financial Management

Service Portfolio Management

Term
List the 7 processes in the Service Design Phase
Definition

Supplier Management

Information Security Management

Service Catalog Management

Service Level Management

IT Service Continuity Management

Availability Management

Capacity Management

Term

List the 5 processes in the Service Transition Phase

(one is missing from diagram)

Definition

Knowledge Management

Release and Deployment Management

Service Asset and Configuration Management

Change Management

Service Validation and Testing

Term
List the 5 processes in the Service Operation Phase
Definition

Event Management

Request Fulfillment Management

Access Management

Problem Management

Incident Management

Term
List the 4 functions in the Service Operation Phase
Definition

Service Desk Function

IT Operations Management Function

Application Management Function

Technical Management Function

Term
List the one process in the Continual Service Improvement Phase
Definition
Service Measurement and Reporting
Term

Which Service Lifecycle Phase includes

Demand Management?

Definition
Service Strategy
Term

Which Service Lifecycle Phase includes

IT Financial Management?

Definition
Service Strategy
Term

Which Service Lifecycle Phase includes

Supplier Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

Information Security Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

Service Catalog Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

Service Level Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

IT Service Continuity Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

Availability Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

Capacity Management?

Definition
Service Design
Term

Which Service Lifecycle Phase includes

 Knowledge Management?

Definition
Service Transition
Term

Which Service Lifecycle Phase includes

Release and Deployment Management?

Definition
Service Transition
Term

Which Service Lifecycle Phase includes

Service Asset and Configuration Management?

Definition
Service Transition
Term

Which Service Lifecycle Phase includes

Change Management?

Definition
Service Transition
Term

Which Service Lifecycle Phase includes the

Service Desk Function?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes the

IT Operations Management Function?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes the

Application Management Function?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes the

Technical Management Function?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes

Event Management?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes

Request Fulfillment Management?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes

Access Management?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes

Problem Management?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes

Incident Management?

Definition
Service Operation
Term

Which Service Lifecycle Phase includes

Service Measurement and Reporting?

Definition
Continual Service Improvement
Term
Define a PROCESS
Definition

A process is:

A structured set of coordinated activities designed to produce an outcome and provide value to customers or stakeholders.

Term

Process Principles:

ALL processes should be?

Definition
Measureable and performance driven (overall efficiency: cost, resource usage, effort, time)
Term
Define a SERVICE
Definition

A Service is:

a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks

Term
Define a FUNCTION
Definition

A Function is:

The logical grouping of roles and automated measures that execute a defined process, an activity, or both.

OR...

A team or group of people and the tools they use to carry out one or more processes or activities.  Functions provide units of organization responsible for specific outcomes.

Term

Process Principles:

Processes can create competitive advantage and market differentiation - because of these reasons, processes are considered __________ __________ of the business

Definition
Strategic Assets
Term

Process Principles:

Processes may define what types of things?

(Hint: Consider a typical process flowchart and what it

defines and refers to)

Definition

Processes may define:

Roles, responsibilities, tools, management controls, policies, standards, guidelines, activities, and work instructions if they are needed.

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