ITIL v3 Foundations

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Author:
dyoungfl
ID:
107956
Filename:
ITIL v3 Foundations
Updated:
2011-10-10 23:45:02
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ITIL Foundations
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ITIL Foundations
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  1. Service Portfolio Management is part of
    Service Strategy
  2. Financial Management is part of
    Service Strategy
  3. Demand Management is part of
    Service Strategy
  4. Service Catalog Management is part of
    Service Design
  5. Service Level Management is part of
    Service Design
  6. Availability Management is part of
    Service Design
  7. Capacity Management is part of
    Service Design
  8. IT Service Continuity Management is part of
    Service Design
  9. Supplier Management is part of
    Service Design
  10. Information Security Management is part of
    Service Design
  11. Asset and Configuration Management is part of
    Service Transition
  12. Change Management is part of
    Service Transition
  13. Knowledge Management is part of
    Service Transition
  14. Transition Planning and Support is part of
    Service Transition
  15. Release and Deployment Management is part of
    Service Transition
  16. Validation and Testing is part of
    Service Transition
  17. Evaluation is part of
    Service Transition
  18. Incident Management is part of
    Service Operation
  19. Problem Management is part of
    Service Operation
  20. Request Fulfillment is part of
    Service Operation
  21. Event Management is part of
    Service Operation
  22. Access Management is part of
    Service Operation
  23. The five components of the Service Lifecycle Strategy are
    Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
  24. ITIL was developed by the
    CCTA (Central Computer and Telecommunications AGency), now known as the OGC (Office of Government Commerce)
  25. ____ Practices lead to ____ Practices and ____ Practices lead to ____ Practices
    Best/Good; Good/Best
  26. Best Practice can be defined as a
    Successful innovation
  27. What are some examples of complementary guidance?
    COBIT, ISO 20000, Project Management, Six Sigma
  28. Name the four stages of the Deming Cycle
    • Plan (Service Strategy and Service Design)
    • Do (Service Transition)
    • Check (Service Operation)
    • Act (Continual Service Improvement)
  29. Keywords for correct answer in a lifecycle question
    "Value" ("value" + "stakeholder"/"customer")
  30. Service Management is
    Set of specialized organizational capabilities for providing value to customers in the form of services
  31. Service is
    A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
  32. Service Owner is
    responsible to the customer for the initiation, transition, and ongoing maintenance and support of a particular service
  33. Service owner is responsible for
    • understanding the service
    • key point of escalation
    • represents service in CAB
    • participates in internal service reviews
    • ensures service entry in Service Catalog is updated
    • participates in negotiating SLAs and OLAs
  34. A Process is
    a set of coordinated activities or steps combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer
  35. Process Owner is
    responsible for ensuring that all activities defined within the process are undertaken and performed successfully
  36. Process Owner is responsible for
    • defining and reviewing the KPIs
    • assisting with and responsible for process design and effectiveness
    • ensuring all relevant staff have training in the process and that the process is documented and reviewed
  37. A Function is
    a team or group of people and the tools they use to carry out one or more processes or activities
  38. Capability is
    the ability of an organization, person, process, application, configuration item or IT service t ocarry out an activity
  39. Resource includes
    IT infrastructure, people, money, or anything else that might help deliver an IT service
  40. Service Asset is
    anything contributing to the delivery of a service
  41. RACI stands for
    • Responsible ("doer")
    • Accountable ("throat to choke")
    • Consult
    • Inform
  42. Value is created by
    Resources and Capabilities properly employed
  43. At what lifecycle stage is Continual Service Improvement?
    Every stage

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