Fichas sobre ITIL v3 Foundation, creado por nelsen1142 el 05/06/2015.
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• Higher IT service quality is always required while fewer resources are available
o Users are not interested in the processes / technology, rather they just need to utilize the service to achieve?
IT services are increasingly provided as ______________ to the external customers
The need to balance IT services request and quality with available resources to deliver the maximum value to the business = __________
A service is
What are two types of customers ?
outcome is the result of carrying out an activity, including intended and actual results
IT Service
customer-facing IT service
supporting services
IT Services
Types of services
Types of IT services
service package
Stakeholders
Service providers
Service Management
Capabilities
The act of transforming resources into valuable services is at the core of ?
IT Service Management
IT service management is performed by IT service providers (to internal or external customers) through an appropriate mix of
Types of IT Service Providers
suppliers
A process is ?
The process is considered_______if all the objectives of the output are met
Each process is owned by a _______responsible for the process and improvement, ensuring the process meets the defined objectives
• Benefits of Process Automation with IT Service
Function
Role
Defined roles in ITIL
The ITIL Service Lifecycle
Service Portfolio Management (SPM)
Service Portfolio
three sections of the Service Portfolio
Purpose of Financial Management for IT Services
Business Relationship Management Process (BRM)
Objectives of BRM
A business case is ...
Business cases are built in Business Relationship Management process and evaluated in Service Portfolio Management process
Service Portfolio Management
Financial Management
• Business Relationship Management
The Service Design lifecycle stage is an important area as the design is often accountable for the success or failure of the services
• Service Design is involved in
A service needs to provide ____________ (level of service, including security, service continuity, capacity, etc.) in order to deliver value
The purpose of Service Design is to
A Key Output of Service Design is?
A service design package consists of
Services are composed of the following elements
Key Elements of Service Design (SD)
A service catalogue is ?
The service catalogue is part of the
Purpose of Service Catalog Management is to
Poor availability is the primary cause for customer dissatisfaction
Availability is the
Availability Formula
availability management is primarily concerned about
Reliability is a measure of ?
Maintainability
Maintainability formula
Serviceability is
two key elements of the Concepts of availability
Information security
Information Security Management System (ISMS)
Supplier Management is
Supplier performance is directly related to service performance, therefore in the service design phrase
Capacity Management is
Business Capacity Management
Service Capacity Management
Component Capacity Management
Capacity Plan
IT service continuity management (ITSCM)
Service Design not only involves providing the utility but also the warranty
RACI
each service has a single__________ that is _______________for delivering the service across all process areas in an effective and efficient manner
Process Owner
Process Manager
Process Practitioner
The RACI Model
RACI
The RACI matrix
The purpose of Service Transition is
Objectives of Service Transition (ST)
Processes of Service Transition (ST)
An IT Change is ...
Change requests are submitted as
Change Records are to be used to
changes can be approved without a back-out or remediation plan (to restore the initial configuration)
Remediations are ...
Types of Changes
Standard Change
Emergency Change
Normal Change
Change Advisory Board (CAB)
Transition Planning and Support Process
Technical Management Function
Service Asset and Configuration Management Process (SACM)
Service Asset (SA)
Configuration Item (CI)
Configuration Record (CR)
Configuration Model (CM)
One of the most crucial factors is to define the ______________ required to manage configuration items successfully
Definitive Media Library (DML)
Definitive Media Library (DML) requires ...
Knowledge Management Process purpose is...
service knowledge management system (SMKS)
Data-Information-Knowledge-Wisdom Structure (DIKW)
Release and Deployment Management Process
Four Phases of Release and Deployment
Release Build and Test
Release and Deployment Planning
Deployment
Review and Close
Big-bang option
Phased approach
Push approach
Pull approach
The purpose of Service Operation (SO)
Service Management Process
ITIL names 4 main functions
Technical Management Function
Application Management Function
IT Operations Management Function
Technical and Application Management Functions define the activities to be carried out by ______________?
Operations Management Function is primarily concerned about ___________ and _____________
Facilities Management
Service Desk Function
Local Service Desk
Centralized Service Desk
Virtual Service Desk
Requests are not incidents as no service has been impacted
Incident Management
Problem Management
An incident is defined as ...
Incident Management is responsible for progressing all incidents from reporting to closing – usually the responsibility of the_____________________
Incident Management is responsible to
A problem is defined as ...
A known error is a .....
A workaround is ....
workarounds for known errors are documented in the ___________________
Problem Management is the process to investigates the _____________ of incidents andimplements a permanent solution / workaround to prevent them from happening again
Incidents will not become problems
Lifecycle of Problem Management
Modern systems make use of________________ to monitor configuration items for signals and irregularities
active monitoring tools
passive monitoring tools
An event can be defined as ...
Request Fulfillment Process
A Service Request is ...
Access Management Process
Three types of Service Measurements
Critical Success Factor (CSF)
no more than two to five CSFs per process for manageable results
Key Performance Indicators (KPI)
Purpose of Continual Service Improvement (CSI)
Deming Cycle (PDCA Cycle)
Seven Steps (DIKW Model)
Understand why ITIL is successful
Understand that services may be grouped together
the three service provider types
name the characteristics of processes
automation is used to help improve__________ and ______________.
name the core stages of the service lifecycle
Understand the terms utility and warranty
differentiate between resources and capabilities
Understand the role of governance
Recall the purpose of the service portfolio management process
Identify the various components of the service portfolio
Identify the three main areas of the financial management process
It is important to remember also that service design includes the design of both _________and __________ services.
Understand why good service design is so valuable to the business
Understand the four P’s
the five key aspects of service design
service level management
IT service continuity management (ITSCM) is responsible for providing an agreed level of service in the event of a major disruption to normal working conditions.
Understand the roles and responsibilities of the service owner
service transition
Be able to identify the value service transition provides to the business
