Term
| What is ITILs definition of Service? |
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Definition
| A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs & risks. |
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Term
| X What is an IT Service made up of? How is it's expected outcome/s defined? |
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Definition
1. Technology, People & Processes
2. Its expected outcomes are defined in a Service Level Agreement (SLA) |
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Term
| What are the different types of IT Services? |
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Definition
1. Customer facing IT Services
2. Supporting Services |
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Term
| X What is ITILs definition of Service Management? |
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Definition
| a set of Specialized Organizational Capabilities for providing value to customers in the form of services. |
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Term
| What's a quick way of describing IT Service Management? |
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Definition
| Customer service for IT people |
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Term
| What is ITILs definition of IT Service Management? |
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Definition
| The implementation & management of quality IT services that meet the needs of the business. |
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Term
| What is ITILs definition of an IT Service Provider? |
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Definition
| Service provider that provides IT services to internal or external customers. |
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Term
| What are the types of IT Service Providers and which ones are Internal/External? |
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Definition
1. Internal Service Provider (Internal)
2. Shared Services Unit (Internal)
3. External Service Provider (External) |
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Term
| X What is a stakeholder and what are the types of stakeholders? |
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Definition
1. Someone with interest in or is affected by, whatever you're doing.
2. Types
a. Suppliers
b. Users
c. Customers |
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Term
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Definition
| Value = Utility + Warranty |
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Term
| What is ITILs definition for Utility? |
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Definition
| The functionality offered by a product or service to meet a particular need (what it does) |
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Term
| What does being FIT FOR PURPOSE mean? |
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Definition
| A service that provides the correct utility is said to be fit for purpose. |
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Term
| What is ITILs definition for Warranty? |
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Definition
| The assurance that a product or service will meet agreed requirements (How it does it) |
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Term
| What does being FIT FOR USE mean? |
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Definition
| A service that provides the correct warranty is said to be fit for use. |
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Term
| X What are the 4 parts to a Warranty? |
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Definition
1. Capacity
2. Availability
3. Continuity
4. Security |
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Term
| Every part of your services is ____ |
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Definition
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Term
| X What is ITILs definition of an Asset? |
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Definition
| any Resource or Capability. The assets of a service provider can include anything that may contribute to the delivery of a service. |
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Term
| What are the 2 types of assets? |
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Definition
1. Resources
2. Capabilities |
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Term
| X What is ITILs definition for Resources? |
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Definition
| A generic term that includes IT People, Infrastructure, Money, or anything else that may help deliver an IT service. |
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Term
| X What do Resources consist of? |
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Definition
1. Information
2. People
3. Finances
4. Infrastructure
5. Capital
6. Applications |
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Term
| What is ITILs definition of Capabilities? |
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Definition
| The ability of an organization, person, process, application, component or IT service to carry out an activity. |
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Term
| What are 2 qualities of capabilities? |
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Definition
1. They are intangible assets
2. They are what distinguishes you from competitors |
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Term
| X What are the different groups of capabilities? |
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Definition
1. Knowledge
2. People
3. Organization
4. Management
5. Procedures |
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Term
| X What are the statements ITIL uses when defining a Process? |
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Definition
1. may Define policies, standards, guidelines, activities, & work instructions if they're needed
2. may Include any of the roles, responsibilities, tools & managmenet controls required to reliabily deliver the outputs
3. A structured set of Activities designed to Accomplish A specific objective
4. Takes one or more defined inputs & turns them into defined outputs |
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Term
| X What are the benefits of Processes? |
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Definition
1. Better use of resources
2. Consistency
3. Accuracy
4. Recording
5. Traceability
6. Silo Breakdowns |
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Term
| X What is ITIL's definition of a Function? |
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Definition
| a team or Group of people & the Tools they use to carry out one or more processes or activities |
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Term
| The ______ units in your organization are the ____________________ of the service management processes. |
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Definition
1. Functional
2. Source of the people who perform the activities |
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Term
| X What is ITILs definition of a Role? |
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Definition
| a set of Responsibilities, Activities & Authorities granted to a person or team. It is defined in a process. |
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Term
| You must use ______, ______ & _____ to make best use of service management in your organization. |
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Definition
1. Processes
2. Functions
3. Roles |
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Term
| What are the really important roles that you need to know to better guide you in ITIL studies? |
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Definition
1. Service Owner
2. Process Owner
3. Process Manager
4. Process Practitioner |
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Term
| What is ITILs definition of a Service Owner? |
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Definition
| A role responsible for managing one or more services throughout their entire lifecycle. They are instrumental in the development of service strategy and are responsible for the content of the service portfolio. |
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Term
| What are at least 2 example responsibilities of a Service Owner? |
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Definition
1. Participates in internal service review meetings
2. Represents the service across the organization
3. Represents the service in change advisory board meetings
4. Is responsible for continual improvement of the service & management of change in the service |
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Term
| What is the definition of a Process Owner? |
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Definition
| The owner of a process which is accountable for it. |
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Term
| What are at least 2 example actions of a Process Owner? |
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Definition
1. Ensuring that the process is performed in accordance with the agreed & documented process
2. Documenting & publicizing the process
3. Defining & reviewing the measurement of the process using metrics such as key performance indicators |
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Term
| What must you remember about service management processes? |
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Definition
| You must ensure that every service management process you adopt has a defined process owner. |
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Term
| What is ITIL's definition of a Process Manager? |
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Definition
| Responsible for operational management of a process. Their responsibilities include planning & coordination of all activities to carry out, monitor & report on the processes. |
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Term
| One process may have ________ project manger/s? |
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Definition
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Term
| What must you remember about service management processes when dealing with Process Managers? |
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Definition
| You must ensure that every service management process that you adopt has a defined process manager - though this may, of course, be the same person as the process owner. |
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Term
| Define Process Practitioner |
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Definition
| The role that carries out one or many of the process activities |
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Term
| What is ITILs definition of Governance? |
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Definition
| Ensuring that policies & strategy are actually implemented, & that required processes are correctly followed. |
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Term
| X What does ITIL Governance include? |
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Definition
1. Defining Roles & responsibilities
2. Measuring & Reporting
3. taking Actions to resolve any issues identified |
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Term
| Why are controls put in place? |
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Definition
| To ensure that an organization is managed fairly & transparently |
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