• 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