Term
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Definition
| Mean(s) of delivering value to customers without requiring the customer to own specific costs and risks. |
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Term
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Definition
| A set of specialized capabilities for delivering value to customers in the form of services. |
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Term
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Definition
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Term
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Definition
| ITIL refers to a Good Practice as having wide acceptance and adoption as well as standing the test of time. |
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Term
| What are the four most common sources from a Good Practice comes from? |
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Definition
1. Standards
2. Public Framework
3. Academic Research
4. Proprietary Knowledge |
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Term
| The core of ITIL is structured around? |
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Definition
| Service Lifecycle, which consists of five phases. |
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Term
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Definition
| Structured sets of activities designed to achieve a specific objective. |
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Term
| What are the four basic characteristics of a process? |
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Definition
1. A Process transform inputs to outputs
2. A Process deliver(s) results to a specific customer or stakeholder
3. A Process is measurable
4. A Process is triggered by specific events. |
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Term
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Definition
| Process policies, ownership, documentation, review programs, etc... |
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Term
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Definition
| Includes process steps, procedures, work instructions, roles, triggers, metrics, inputs and outputs. |
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Term
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Definition
| Resources and capabilities required to support the process. |
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Term
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Definition
| A self-contained subset(s) of an organization intended to accomplish specific tasks, which usually take the form of a team of people and the tools they use. |
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Term
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Definition
| Defined as collections of specific responsibilities and privileges. May be held by individuals or teams. |
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Term
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Definition
1. Service Owner
2. Process Owner
3. Service Manager
4. Product Manager |
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Term
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Definition
| Accountable for the overall design, performance, integration, improvement, and management of a single service. |
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Term
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Definition
| Accountable for the overall design, performance, integration, improvement, and management of a single process. |
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Term
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Definition
| Accountable for the development, performance, and improvement of all services in the environment. |
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Term
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Definition
| Accountable for development, performance, and improvement of a group of related services. |
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Term
| The four major functions of ITIL Service Management |
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Definition
1. Service Desk
2. Technical Management
3. Application Management
4. IT Operations Management |
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Term
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Definition
| Provides a single point of contact between users and the IT organization. |
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Term
| Service Desk processes the following: |
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Definition
1. Inbound incidents
2. Service requests
3. Change requests |
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Term
| The four basic Service Desk configurations: |
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Definition
1. Local
2. Centralized
3. Virtual
4. Follow-the-Sun |
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Term
| Local Service Desk configuration |
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Definition
| Users and support staff are located on the same premise or campus. |
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Term
| Centralized Service Desk configuration |
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Definition
| Multiple user locations are serviced by a single support location. |
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Term
| Virtual Service Desk configuration: |
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Definition
| Multiple user locations are serviced by multiple service location which by utilizing call routing technical appear and responds to the user as a single entity. |
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Term
| Follow-the-Sun Service Desk configuration |
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Definition
| Identical to a Virtual Service Desk configuration but organized in such a way as to utilize support staff that are working during daylight/regular business hours. |
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