Term
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Definition
| means of delivering value to customers w/o customer owning costs and risks |
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Term
| Service Management (definition) |
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Definition
| set of specialized capablities for delvering value to customers in the form of services; functions and processes |
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Term
| ITIL is a framework for what? |
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Definition
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Term
| Good Practices come from what sources? |
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Definition
| Standards, Public Frameworks, Academic Research, Proprieary Knowledge |
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Term
| Service Lifecycle is made up of what? |
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Definition
| Core structure of ITIL made up of 5 phases |
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Term
| What are the Phase of Service Lifecycle |
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Definition
| Service Strategy, Design, Transition, Operation, Continual Improvement |
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Term
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Definition
| a structured set of activities to achieve a specific objective |
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Term
| Characteristics of Processes |
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Definition
They transform inputs into outputs
They deliver results
They are measurable
They are triggered by specific events |
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Term
| Stucture of a Genereic Process in a 3 layer model? |
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Definition
| Process Control, Process itself, process enablers |
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Term
| What is required for Process Control? |
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Definition
| include process policies, ownership, documentation, review programs |
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Term
| What is involved in the Process itself? |
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Definition
| includes process steps, procedures, work instructions, roles, triggers, metrics, inputs, outputs |
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Term
| Types of Process Enablers? |
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Definition
| include resources and capablitites to support the process |
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Term
| What is included in under Service Strategy (Processes) |
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Definition
Service Strategy
Service Portfolio Management
Demand Management
Financial Management |
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Term
| What is included in under Service Design (Processes) |
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Definition
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
Service Continuity Management
IT Security Management
Supplier Management |
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Term
| What is included in under Service Transition (Processes) |
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Definition
Change Management
Service Asset and Configuration Management
Release adn Deployment Management |
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Term
| What is included in under Service Operation (Processes) |
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Definition
Incident Management
Problem Management
Event Management
Service Request Management
Access Management |
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Term
| What is included in under Continual Service Improvement (Processes) |
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Definition
| Seven Step Improvement Process |
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Term
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Definition
Self contained subsets of an organization intended to accomplish specific tasks; take the form of team or group of people and their tools
Take the form of team or group of people and tools |
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Term
| Difference between Process and Functions |
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Definition
Processes help organizations occomplish objectives across functional groups
Functions add structure and stability to the organization |
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Term
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Definition
| defined collections of specific responsibilties and privileges held by individuals or teams |
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Term
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Definition
| accountable for a specific service, understands and represents teh service to customer; helps determine availabiyt, performance, SLA; ensures meets agreed requirments; ensures CSI |
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Term
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Definition
| Accountable for overall process quality: Defines staregy policy and standards; defines and monitors KPI; Ensures process is performed as agreed; ensures CPI |
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Term
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Definition
| Accountable for the development, performance, improvement of all services in the environment |
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Term
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Definition
| responsible for operational (day to day) management of a process |
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Term
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Definition
| provides a single point of contact between users and IT organization |
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Term
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Definition
| Processes inbound incidents, service requests, change request, hub for communications internal to the IT Service Provider |
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Term
| Four Service Desk Configurations |
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Definition
| Local, Centralized, Virtual, Follow-the sun |
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Term
| Technical Management Function |
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Definition
| procurement, development, and management of technical skill sets and resources to support the infastructure |
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Term
| Objective of Technical Management |
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Definition
| ensure that teh Service Provider has the right skil sets to deliver the services offered |
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Term
| Application Management Function |
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Definition
| end to end managment of apps |
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Term
| IT Operations Management function |
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Definition
| day to day maintenance of the IT infrastucture and facilities |
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Term
| Two subfunctions of IT Operations Management |
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Definition
| Operations Control, Facilities Management |
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Term
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Definition
| regular maintenance cycles regarding: console management, backup and restore operations, media management, batch job execution |
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Term
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Definition
| maintenance of the facilities that house IT Operations: HVAC, Fire suppression, Facilities Access, Power |
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Term
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Definition
| generic tool for reviewing and assigning four key roles to important tasks or activities |
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Term
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Definition
| Responsible, Accountable (1), Consulted, Informed |
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