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ITIL v3 Foundation

nelsen1142 Inglés 178 fichas

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  1. 1• Higher IT service quality is always required while fewer resources are availableTrue
  2. 2o Users are not interested in the processes / technology, rather they just need to utilize the service to achieve?business goals
  3. 3IT services are increasingly provided as ______________ to the external customersbusiness services
  4. 4The need to balance IT services request and quality with available resources to deliver the maximum value to the business = __________IT service management
  5. 5A service isa means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
  6. 6What are two types of customers ?internal (within the same organization)
    external (outside the organization)
  7. 7outcome is the result of carrying out an activity, including intended and actual resultsTrue
  8. 8IT ServiceA service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes
  9. 9customer-facing IT servicedirectly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement
  10. 10supporting servicesare not directly used by the business but are required by the service provider to deliver customer-facing services.
  11. 11IT Servicesconsist of taking care the design, implementation and maintenance of all the components that are required to fulfill a business objective for the users
  12. 12Types of services1) Core Services: required directly by customers to deliver an intended outcome
    2) Enabling Services: needed to ensure core services can be delivered successfully, not visible to customers
    3) Enhancing Services: created to add features / values to the customers, not essential
  13. 13Types of IT serviceso Supporting Services
    o Internal Customer-facing Services
    o External Customer-facing Services
  14. 14service packageis a collection of two or more [generic] services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes
  15. 15Stakeholdersare individuals or groups that have an interest in an organization, service, or project and are potentially interested or engaged in the activities, resources, targets, or deliverables from service management
  16. 16Service providersare organizations supplying services to one or more internal or external customers.
  17. 17Service Managementis a set of specialized organizational capabilities for providing value to customers in the form of services
  18. 18Capabilitiesfunctions and processes for managing services over a lifecycle
  19. 19The act of transforming resources into valuable services is at the core of ?service management
  20. 20IT Service ManagementThe implementation and management of quality IT services that meet the needs of the business
  21. 21IT service management is performed by IT service providers (to internal or external customers) through an appropriate mix ofpeople, process and information technology.
  22. 22Types of IT Service Providerso Type I: Internal Service Provider – service providers located within the business unit
    o Type II: Shared Services Unit – supports several business units, e.g. centralized IT department
    o Type III: External Service Provider
  23. 23suppliersonly provide an element of the service which is not visible to the customer
  24. 24A process is ?a set of activities designed to turn input(s) into output(s) in order to accomplish a specific objective (need to be measurable)
  25. 25The process is considered_______if all the objectives of the output are meteffective
  26. 26Each process is owned by a _______responsible for the process and improvement, ensuring the process meets the defined objectivesprocess owner
  27. 27• Benefits of Process Automation with IT Serviceo Capacity Management – Improve quality
    o Optimization – handle complex tasks better
    o Measurement – for improvement as human factor is ruled out
  28. 28FunctionA team or group of people and the tools they use (resources) to carry out one or more processes or activities
  29. 29RoleA set of responsibilities, activities and authorities granted to a person or team
  30. 30Defined roles in ITILGroup
    Team
    Department
    Division
  31. 31The ITIL Service Lifecycle1. Service Strategy (SS)
    2. Service Design (SD)
    3. Service Transition (ST)
    4. Service Operation (SO)
    5. Continual Service Improvement (CSI)
  32. 32Service Portfolio Management (SPM)ensure the appropriate mix of services to meet customer requirements,
  33. 33Service Portfoliothe complete set of services managed by a service provider (representing all the commitments and investments)
  34. 34three sections of the Service Portfolio pipeline section – pre-operational services, conceptual services
     service catalogue section – customer-facing, live operational services
     retired section – retired services
  35. 35Purpose of Financial Management for IT Servicesto secure enough funding for all the IT services (design, develop and deliver) and to control IT expenditures by balancing quality and cost, thus avoiding commitment to services that are not financially viable
  36. 36Business Relationship Management Process (BRM)to establish relationship between the service provider and customers and to ensure customers satisfaction by responding to changing requirements and managing customer expectation
  37. 37Objectives of BRMo understand customer’s needs and prioritize services accordingly to meet user requirements
    o maintain good communication
    o handle conflicts and complaints effectively
  38. 38A business case is ...the justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems.
  39. 39Business cases are built in Business Relationship Management process and evaluated in Service Portfolio Management processTrue
  40. 40Service Portfolio Managementprovides information for the whole service lifecycle
  41. 41Financial Managementmanages costs and budgets for the whole service lifecycle
  42. 42• Business Relationship Managementprovides high-level, strategic interface with customers
  43. 43The Service Design lifecycle stage is an important area as the design is often accountable for the success or failure of the servicesTrue
  44. 44• Service Design is involved inboth planning new services and changing existing services to ensure service strategy are fulfilled.
  45. 45A service needs to provide ____________ (level of service, including security, service continuity, capacity, etc.) in order to deliver valueutility and warranty
  46. 46The purpose of Service Design is todeliver a new service that can deliver the strategic outcome required by the design. both the services and the service management processes need to be included
  47. 47A Key Output of Service Design is?Service Design Package
  48. 48A service design package consists ofone or more documents that describe all aspects of the service throughout its lifecycle, for use in transition and operation of the service.
  49. 49Services are composed of the following elementsutility, warranty, resources and capabilities
  50. 50Key Elements of Service Design (SD)• People
    • Processes
    • Products
    • Partners
  51. 51A service catalogue is ?a database or structured document with information about all live IT services, including those available for deployment.
  52. 52The service catalogue is part of theservice portfolio
  53. 53Purpose of Service Catalog Management is toprovide and maintain a single source of consistent information on all operational / ready-to-deploy services
  54. 54Poor availability is the primary cause for customer dissatisfactionTrue
  55. 55Availability is theability of an IT service or other configuration item to perform its agreed function when required.
  56. 56Availability FormulaAvailability % =
    Agreed service time - dwn time / AST * 100
  57. 57availability management is primarily concerned aboutcustomer satisfaction
  58. 58Reliability is a measure of ?how long a service, component, or CI can perform its agreed function without interruption- measured by mean time between failures / incidents
  59. 59Maintainabilityhow quickly the fault can be overcome, measured by mean time to restore service (MTRS)NOT mean time to repair (MTTR)
  60. 60Maintainability formulaTotal downtime in hours
    ______________________
    Number of service breaks
  61. 61Serviceability isthe ability of a third-party supplier to meet the terms of its contract - the time taken by the contractor to restore the service
  62. 62two key elements of the Concepts of availabilityReactive activities -These involve the monitoring, measuring, analysis and management of all events, incidents and problems involving unavailability
    Proactive activities- These involve the proactive planning, design and improvement of availability.
  63. 63Information securityprovides the strategic direction for security activities and ensures objectives are achieved.
  64. 64Information Security Management System (ISMS)standards, management procedures and guidelines supporting the information security policies
  65. 65Supplier Management isthe process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business and that all suppliers meet their contractual commitments
  66. 66Supplier performance is directly related to service performance, therefore in the service design phraseTrue
  67. 67Capacity Management isresponsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed current and future capacity and performance needs in a cost-effective and timely manner.
  68. 68Business Capacity Managementto calculate and forecast needs according to the business plan
  69. 69Service Capacity Management– to understand how the use of individual live services vary over time and deliver agreed capacity for individual services
  70. 70Component Capacity Managementto understand the utilization and capabilities of all components for end-to-end service, to clear bottleneck
  71. 71Capacity Plancaptures the current and future requirements and proposes action steps for the 12 to 18 months ahead and to be reviewed at least annually
  72. 72IT service continuity management (ITSCM)is responsible for the continuity of the IT services required by the business in times of disasters or extreme events to recover the IT services.
  73. 73Service Design not only involves providing the utility but also the warrantyTrue
  74. 74RACIresponsible, accountable, consulted, informed
  75. 75each service has a single__________ that is _______________for delivering the service across all process areas in an effective and efficient mannerservice owner
    accountable
  76. 76Process Owner• accountable for a single process (for all affecting services)
    • process owner is accountable for the end-to-end process (including all activities)
  77. 77Process Manager• responsible for managing the actual implementation of the process
  78. 78Process Practitioner• responsible for carrying out the process activity (can also be the process manager) under the guidance of the process manager
  79. 79The RACI Model• identify the responsibilities and accountabilities for each process task to avoid confusion
  80. 80RACIo Responsible – people (at least one) who “get the job done” by actually carrying out the task
    o Accountable – one person (only one) who owns the task and ensures that the quality of the work meeting the requirements
    o Consulted – people (if any) who are consulted for their opinion / expertise over a process activity
    o Informed – people (if any)who are updated for the progress of the activity
  81. 81The RACI matrix• The RACI matrix
    A B C D
    Activity 1 AR C I I
    Activity 2 A R C C
    Activity 3 R A I C
    Activity 4 A R C I
  82. 82The purpose of Service Transition isto ensure that the agreed services are delivered from service design to service operation effectively
  83. 83Objectives of Service Transition (ST)• Plan and manage changes to services (either introducing new or retiring existing services) and to deploy the new services successfully to support business objectives while ensuring the integrity of all existing services
  84. 84Processes of Service Transition (ST)• Knowledge Management
    • Transition Planning and Support
    • Change Management
    • Service Asset and Configuration Management (SACM)
    • Release and Deployment Management
  85. 85An IT Change is ...the addition, modification or removal of anything that could have an effect on IT services
  86. 86Change requests are submitted asRequests for Change (RFC)
  87. 87Change Records are to be used tocapture the details of the lifecycle of the changes making references to the configuration items affected (stored in configuration management system), one change record for each individual change
  88. 88changes can be approved without a back-out or remediation plan (to restore the initial configuration)False
    (changes should always have a back-out plan to restore the initial configuration)
  89. 89Remediations are ...actions taken to recover after a failed change or release
  90. 90Types of Changeso Standard Change
    o Emergency Change
    o Normal Change
  91. 91Standard Changea change to a service or other configuration item, which has a preauthorized approach to its execution, well understood for risks, follow a standard procedure with a predefined trigger -- RFC not required
  92. 92Emergency Changea change in response to or in order to prevent a business-critical error
  93. 93Normal ChangeTypical flow (information stored in SKMS):
    Create the request for change (RFC) -> trigger the creation of the change record
  94. 94Change Advisory Board (CAB)determine whether normal changes should be authorized
    include people from business and technical sides, stakeholders to reflect a balanced view
  95. 95Transition Planning and Support Processa key process for Service Transition
    covers the interface between service transition, project management and business engagement
  96. 96Technical Management Functionprovides resources for managing the infrastructure
  97. 97Service Asset and Configuration Management Process (SACM)to ensure the control of IT assets for services by having an accurate record of the assets and their relationships and configuration
  98. 98Service Asset (SA)any resource or capability that could contribute to the delivery of a service
  99. 99Configuration Item (CI)a service asset that needs to be managed in order to deliver an IT service
  100. 100Configuration Record (CR)a set of attributes and relationships about a CI in configuration management databases (CMDBs)
  101. 101Configuration Model (CM)a model of the services, assets, and infrastructure of each configuration item and their relationships to each other for planning and decision use
  102. 102One of the most crucial factors is to define the ______________ required to manage configuration items successfullylevel of detail
  103. 103Definitive Media Library (DML)consists of a number of software libraries or file storage areas (physical or electronic), which are managed and kept separate from the live, test, or development storage areas
  104. 104Definitive Media Library (DML) requires ...policies for retention, security, backup, archive
  105. 105Knowledge Management Process purpose is...to ensure timely retrieval of relevant ideas, perspectives, experience, and information to the correct audience for informed decision making (facilitate reuse of knowledge)
  106. 106service knowledge management system (SMKS)is a set of tools and databases that is used to manage knowledge, information and data
  107. 107Data-Information-Knowledge-Wisdom Structure (DIKW)o data – raw facts,( date and time of incidents)
    o information – data in context, (average time between incidents)
    o knowledge – apply experience
    o wisdom – apply the knowledge with common-sense judgement
  108. 108Release and Deployment Management Processthe build, test, and deployment of the release is successfully delivered with minimal adverse impact to business and other services
  109. 109Four Phases of Release and Deploymento Release Build and Test
    o Release and Deployment Planning
    o Deployment
    o Review and Close
  110. 110Release Build and Testthe release package is built, tested, and checked into the DML, end with authorization to include the package in DML
  111. 111Release and Deployment Planningbegins with planning a release and ends with change authorization to create the release
  112. 112Deploymentdeploy the package from DML and handover the service to operation, early life support might be needed for faster response and knowledge transfer
  113. 113Review and Closecapture lessons learned and address issues
  114. 114Big-bang optionnew or changed service is deployed to all user areas in one operation. This will often be used when introducing an Application change
  115. 115Phased approachthe service is deployed to a part of the user base initially, and then this operation is repeated for subsequent parts of the user base via a scheduled roll out plan
  116. 116Push approachis used where the service component is deployed from the centre and pushed out to the target locations
  117. 117Pull approachis used for software releases where the software is made available in a central location but users are free to pull the software down to their own location at a time of their choosing or when a user workstation restarts
  118. 118The purpose of Service Operation (SO)is to deliver the agreed level of end-to-end service to the organization, including the maintenance and management of the services within the operational budget.
  119. 119Service Management Processincludes event, incident, problem and access management and request fulfillment
  120. 120ITIL names 4 main functionstechnical management
    application management
    operations management
    service desk
  121. 121Technical Management Functionto manage and develop the IT infrastructure, including the groups/teams that provide infrastructure support
  122. 122Application Management Functioninvolved in every stage of the service lifecycle of application, from ascertaining the requirements through design and transition and then operation and improvement
  123. 123IT Operations Management Functioncarry out day-to-day activities for the delivery of the services to ensure SLA is met – i.e. provide quality service in an efficient and cost effective manner
  124. 124Technical and Application Management Functions define the activities to be carried out by ______________?Operations Management Function
  125. 125Operations Management Function is primarily concerned about ___________ and _____________stability and availability
  126. 126Facilities Managementresponsible for physical IT environment (including power supply, UPS, power for disaster recovery sites, air conditioning and work with third parties on data center projects
  127. 127Service Desk Function•responsible for dealing with a variety of service activities through calls, web interface or reported events
    • the single point of contact for users of IT services
    • critical for customer satisfaction as it is most visible
  128. 128Local Service Deskco-located with users in the office, efficient but expensive
  129. 129Centralized Service Deskeconomy of scale, better coordination, knowledge and mind sharing, no direct physical interaction with users
  130. 130Virtual Service Deskphysically separated service desks linked together with a common system to log issues and communications
  131. 131Requests are not incidents as no service has been impactedTrue
  132. 132Incident Managementfix faults as quickly as possible, to resume service, incidents will NEVER become problems
  133. 133Problem Managementfind the root cause to prevent faults from happening again, to improve overall quality and free up resources needed to deal with repeated incidents
  134. 134An incident is defined as ...an unplanned interruption to an IT service, a reduction in the quality of an IT service, or a failure of a CI (configuration item) that has not yet impacted an IT service.
  135. 135Incident Management is responsible for progressing all incidents from reporting to closing – usually the responsibility of the_____________________service desk
  136. 136Incident Management is responsible torestore normal service operation (defined in SLA) as soon as possible and minimize impact to business operations
  137. 137A problem is defined as ...an underlying cause of one or more incidents
  138. 138A known error is a .....a problem that has a documented root cause and a workaround.
  139. 139A workaround is ....a way of reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available
  140. 140workarounds for known errors are documented in the ___________________known error records
  141. 141Problem Management is the process to investigates the _____________ of incidents andimplements a permanent solution / workaround to prevent them from happening againroot cause
  142. 142Incidents will not become problemsTrue, they must be handled separately
  143. 143Lifecycle of Problem Management1. Detecting Problems
    2. Logging Problems
    3. Categorizing Problems
    4. Prioritizing Problems
    5. Investigating and Diagnosing Problems
  144. 144Modern systems make use of________________ to monitor configuration items for signals and irregularitiesevent monitoring tools
  145. 145active monitoring toolsactively seek responses to confirm correctness (e.g. ping)
  146. 146passive monitoring toolsdetect events generated by CIs
  147. 147An event can be defined as ...any change of state that has significance for the management of a configuration item (CI) or IT service
  148. 148Request Fulfillment ProcessThe process for handling service requests for standard services, equipment, or information raised by users through the service desk
  149. 149A Service Request is ...a formal request from a user for something to be provided
  150. 150Access Management ProcessThe process of granting authorized users the right to use a service while preventing access to unauthorized users
  151. 151Three types of Service Measurements availability
     reliability
     performance
  152. 152Critical Success Factor (CSF)is something that must happen if an IT service, process, plan, process, or other activity is to succeed
  153. 153no more than two to five CSFs per process for manageable resultsTrue
  154. 154Key Performance Indicators (KPI)are used to measure whether the critical success factors are achieved
  155. 155Purpose of Continual Service Improvement (CSI)to seek ways to improve service effectiveness, process effectiveness and cost effectiveness
  156. 156Deming Cycle (PDCA Cycle)1.Plan-plan activity for improvement
    2.Do-implement new project
    3.Check-review results of the improvement
    4.Act-implement modicifications
  157. 157Seven Steps (DIKW Model)1. Identify the Strategy for Improvement (Wisdom)
    2. Define What You Will Measure (Data)
    3. Gather the Data (Data)
    4. Process the Data (Information)
    5. Analyze the Information and Data (Knowledge)
    6. Present and Use the Information (Knowledge)
    7. Implement Improvement (Wisdom)
  158. 158Understand why ITIL is successfulThe guidance that exists in the framework is based on a pragmatic approach of “adopt and adapt.” The key factors that make it successful are the nonprescriptive, vendor-neutral best practices that form the core service lifecycle publications.
  159. 159Understand that services may be grouped togethercore (business-critical services)
    enabling (services that support the delivery of core services)
    enhancing (services that add value to the core services)
  160. 160the three service provider typesType I (internal, within individual business units)
    Type II (shared, providing services shared across a number of business units)
    Type III (external, providing services to external customers)
  161. 161name the characteristics of processesThe characteristics of processes are that they are measurable, respond to a trigger, deliver a specific result, and deliver to a customer or stakeholder.
  162. 162automation is used to help improve__________ and ______________.efficiency /effectiveness
  163. 163name the core stages of the service lifecycleservice strategy
    service design
    service transition
    service operation
    continual service improvement
  164. 164Understand the terms utility and warrantyUtility ensures that the service is fit for the purpose, and warranty ensures that the service is fit for use. Both of these should be ensured to deliver value to customers.
  165. 165differentiate between resources and capabilitiesResources are items that could be used to assist in the delivery of a service, such as financial capital
    Capabilities are the assets that represent the organization’s ability to do something to achieve value, such as processes.
  166. 166Understand the role of governanceGovernance is a key part of service management throughout the lifecycle. It provides structure and standardization for the management of services and unites the IT service provider approach with that of the organization.
  167. 167Recall the purpose of the service portfolio management processThe process ensures you have an appropriate mix of services being delivered and developed for your customers
  168. 168Identify the various components of the service portfolioThe service portfolio comprises the:
    service pipeline
    service catalog
    retired services
  169. 169Identify the three main areas of the financial management processbudgeting
    IT accounting
    charging
  170. 170It is important to remember also that service design includes the design of both _________and __________ services.new and changed
  171. 171Understand why good service design is so valuable to the businessIt is essential that the new or changed design works efficiently and fulfills the business requirements in terms of capacity, continuity, availability, and security, in addition to delivering new functionality
  172. 172Understand the four P’speople, processes, products, and partners
  173. 173the five key aspects of service designSTAMP
    Solution
    Tools
    Architecture
    Measurements
    Processes
  174. 174service level managementSLM ensures that current IT services are delivered to agreed specific and measurable targets
  175. 175IT service continuity management (ITSCM) is responsible for providing an agreed level of service in the event of a major disruption to normal working conditions.True
  176. 176Understand the roles and responsibilities of the service ownerThe service owner is accountable for ensuring the delivery of the service. The service owner will liaise with process owners to ensure that the service is delivered to the highest standard possible
  177. 177service transitionThe purpose is to ensure that new, modified, or retired services meet the expectations of the business as agreed on in strategy and design
  178. 178Be able to identify the value service transition provides to the businessThis lifecycle stage provides value by delivering changes that are planned, built, tested, evaluated, implemented, and deployed according to expectation and specification, enabling controlled management of new or changed services into operation

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Fichas sobre ITIL v3 Foundation, creado por nelsen1142 el 05/06/2015.
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nelsen1142
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