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What is BITA
Business IT alignment
What is OCG
The organization that governs ITIL took over from CCTA
What is InformationTechnology Service Management Forum
Organizatin with chaapters in 40 countries dedicated to service management
what is difference between version 2 and 3
Service lifecycle was introducted Version 3
What does ITIL stand for?
Information Technology Infrastructure Library
What is ITIL?
The Systematic approach to dlivery of quality IT
What is IT governance according to Van Grembergen
IT governance consists of a comprehensive famework of structure, processes, and relational mechnaisms. Sturucture involves the responsible functions such as IT executives and accounts and a diversity of IT committees. Process refer to a strategic IT decision making and monitoring. Relational Mechanisms include business/IT participation and partnership, strategic diaglog, and shared learning
What is the difference between governance and management
Goverance creates a setting in which one can manage
what is the Kaizen principle
improvement in smaller setps works best
What is CMMI?
Capablity Maturity Model Integration provides both a staged and continual improvement model
Does ITIL focus on process or lifecycle management
What is a good practice
ITIL is a good practice. It is a practice that has proven itself in practice
What is a service
A service is a means of delivering value to customers by facilitating outcomes the customers wants to acheive without he ownership of specific costs or risks
What is value
utility - what the cusomer receives and warranty - how it is provided
What is service managemnt
is a set of specialized organizational capabilities fo providing value to customers in the form of services
What is a system?
A system is a group of interrelating or independent components that form a unified whole operating together for a common purpose
what is a function
function is a subdivision of an organization that is specialied in fulfilling a specific type of work and is responsible for specific end results. functions are independent subdivision with capabilities and resources that are required for their performance and results
What is a process
A process is a stuctured set of activities designed to accomplish a defined objective process reults in a goal oriented change and utilize feedback for self enhancing and self corrective actions
What are the five phses of service lifecycle
Service Strategy, Service Design, Service Transistion, Service Operation, continual Service improvement
What is service strategey?
- The four Ps
- perspective - clear vision
- position - take a clear vision and focus
- plan - form a precise notion of how the organization should develop itself
- pattern - maintain consistency in decisions and actions
What are the building blocks of well perforing service providers?
market focus, distinctive capabilities, performance anatomy
What does strategy perspective define
the convications, values and goals that govern the behavior of the entire organnization. It determines the direction through which the service provider can acheive its objectives
What is strategy as a position?
defines the distinguishing charactersitics of service provider in the eye of the customer
What is strategy as a plan
focuses on the organization action plan in a competitive market
What is strategy as a pattern
it represents the organizations procedures
What are the objectives of a service strategy
- define service objectives
- determine the direction for growth opportunities
- setting investment priorities
- defining outcomes learning objectives
- creating strategic assets
- identifying the competition
- surprising the competition
- surpassing the competition by delivering distinctive performances
- devising plans that will ensure dominance over the competition now and in the future
What is service value?
The utility and warranty
What is utility
Fitness for purpose. the increase of a possible profit
What is warranty
Fitness for use. stands for the decline in possible losses. Affirms how utility will be delivered. For example is is available enough, large enough, continuous enough
what are examples of capabilities?
management, organization, processes, knowledge, people (both cababilities and people)
What are examples of resources
capital, infrastructure, applications, information , peiopl (both a cpability and a resource
What are the types of service providers
type I - internal service provider, type II -shared Services Unit, type III - external service provider
What are the four acitivities in the service strategy process
define the market, development of the offer, development of strategic assests, preperation for implementation
What is a BRM and what is the role?
Business Relationship Manager is reposnible for having insight into the customers business and being familar with their objectives
What does the service portfolio represent
opportunities and readiness of a service provider to serve the customers and the market.
What are the 3 subsets of the service portolio?
- service catalogue
- service pipeline
- retired services
What are the business service catalogue and the technical service catalog role in the service catalogue
- The business service catalogue is the mapping of critical business processes to underlying IT services and keeping the details of those relationaships
- Technical Service Catalogue is not visible to the customer and contains deteial on the tehcnical comp[osition of the services
What is service management
the capability of an organiztion to deliver services to customers
What are the three types of information that determine the objectives of a service
What are the 3 ITIL processes at a strategic level
- Financail Management
- Demand Management
- Service Portfolio Management
In financial management what are the two esstinail value componenets
Provision value (production cost) and service value potential (value adding componenet)
What are the work metods in SPM (service portfolio managemtn)?
Define, Analyze, approve, Charter
What are the five phases of organizational development?
- Phase 1 - Network - informal, ad hoc
- Phase 2- Directive establishment of hierarchal structures
- Phase 3 - Delegation shift from finctional to process ownership
- Phase 4 - Coordination centralization of technical functions and decentralization of service management
- Phase 5 - Collaboration focus on improvement of cooperation with the business
What are the four steps recommended by ITIL preparing for automation
- Simplfy the process
- Clarify the flow of activities and allocation of tasks
- Minimize the area in which users interact with underlying system and process
- Do not rush implementaiton
What is a business case
a decision making suporrt and planning instrument that plans for the likely consequences of a business action
When determing preprogram ROI, what are the two decision criteri
- screening decision - NPV
- prefernce decision IRR
In what stage is the service portfolio and catalog define?
What do service models describe?
they describe how service assets interact with customer assets and create value foa given portfolio of contracts
What are the four definitions of quality
- level of excellence
- price-quality relationship
- confomrity to specificatons
- meeting or exceedling expecationtions
What is MTBF? Is a higher or lower MTBF better?
Higher better. Mean time between fialure
what is TCU
Total cost of utilization that includes the cost for direct consumption and also cost incurred indirectly
what is MRO
Mainteancne and Repair operations