WGU C846 ITIL, Business of IT C846 Already Passed

WGU C846 ITIL, Business of IT C846 Already Passed Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ____________IT. dependent on Who developed ITIL? The U.K. Government Which service lifecycle stage is considered to be the core of the lifecycle? Strategy A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Core Service Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets. Customer A service that is needed in order to deliver a core service. Enabling Service A service that is added to a core service to make it more attractive to the customer. Enhancing Service A team or group of people and the other resources or tools that are used to carry out a process or process activities. Function A service provided by an IT service provider. An IT service consists of a combination of information technology, people, and processes. IT Service The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results. Outcome A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. Process Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. Service A set of specialized organizational capabilities for providing value to customers in the form of services. Service Management Complete the sentence by filling in the missing word: ITIL is a framework of common best practices that provide ___________ for customers. value Complete the sentence by filling in the missing word: Service management provides a standardized approach that ensures ___________ for IT delivery. Best Practices "How do we truly create value for our customers?" is a question answered by which lifecycle stage? Service Strategy "How can we make a case for strategic investment?" is a question answered by which lifecycle stage? Service Strategy "How do we resolve conflicting demands for resource?" is a question answered by which lifecycle stage? Service Strategy "What services should we be offering and to whom?" is a question answered by which lifecycle stage? Service Strategy Utility is defined as what? Fit for purpose Warranty is defined as what? Fit for use Warranty requires assurance of which areas? Availability, capacity, security, and continuity True or false: A service asset is defined as any resource or capability of a service provider. True Any resource or capability. Assets Information held about a configuration item, such as serial number, make, model, and so on. Attribute The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of an organization. Capabilities Ensures that policies and strategy are actually implemented and that required processes are correctly followed. Governance The implementation and management of quality IT services that meet the needs of the business. IT Service Management (ITSM) A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. Patterns of Business Activity (PBA) A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. They are often considered to be assets of an organization. Resources The approach adopted to identify, document, analyze, and mitigate against the likelihood of potential impact to a project or service. Risk Management A centralized record of the risks that need to be managed. Risk Register A phase in the service lifecycle. Service strategy defines the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization's business outcomes. Service Strategy The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Utility The assurance that a product or service will meet the agreed requirements, fit for use. Warranty A person who uses an IT service on a daily basis is known as what? A user A set of responsibilities, activities, or authorities assigned to a person or team is known as what? A role Justification for a significant item of expenditure, identifying costs and benefits, including options considered. Business Case The process responsible for maintaining a positive relationship with customers. The business relationship manager's focus is strategic, ensuring that IT will deliver what is required by the business strategy. Business relationship management The process responsible for coordinating all service design activities, processes, and resources. Design coordination The complete set of services that is managed by a service provider. It includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services. Service portfolio The process that manages and maintains the service portfolio. It ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management An organization supplying services to one or more internal or external customers. Service provider True or false: Measurement and metrics are part of the five major aspects of service design. True True or false: People, process, products, and partners are four principles used to manage strategic outcomes. False True or false: Service management systems and tools are part of the five key aspects of service design. True True or false: Service design is solely concerned with the day-to-day enhancements and changes to service. False True or false: Service design is free to design according to the technical needs of the IT department. False Service pipeline, service catalog, and retired services are elements of which service management tool? Service Portfolio The structure of a system or IT service, including the relationships of components to each other. Architecture A set of criteria used to ensure that an IT service meets its functionality and quality requirements. Service acceptance criteria (SAC) A phase in the service lifecycle. Service design includes the design of the services, including governing practices, processes, and policies required to realize the service provider's strategy. Its objective is to facilitate the introduction of services into supported environments. Service design Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. Service design package (SDP) A written agreement between customers and IT service providers is known as what? SLA Complete the sentence by filling in the missing word: A legally binding agreement between IT service provider and a third party is called a supplier ___________. Contract An underpinning agreement between IT service providers and another part of the same organization that assists with the provision of services is called what? OLA Service description, service availability, and service review schedules are all terms you would expect to find documented in which type of agreement? Service-Level Agreement True or false: An SLA is a documented agreement between the customer and the IT service provider. It must be signed by both parties. True An agreement covering a single service used by multiple customers is known as which type of service-level agreement? Service-Based SLA An agreement covering multiple services used by a single customer is known as which type of service-level agreement? Customer-Based SLA An agreement covering services used across an organization is known as which type of service-level agreement? Corporate-Based SLA What does the acronym SLA stand for? Service-Level Agreement A service provider that provides IT services to internal or external customers. IT service provider An agreement between an IT service provider and another part of the same organization that assists in the provision of services. Operational-level agreements (OLAs) A formal plan to implement improvements to a processor IT service. Service improvement plan (SIP) A written agreement between the IT service provider and customer. A service-level agreement describes the IT service, documents service-level targets, and specifies the responsibilities of the IT service provider and the customer. Service-level agreement (SLA) A customer requirement for an aspect of an IT service. Service-level requirements are based on business objectives and used to negotiate agreed service-level targets. Service-level requirements (SLR) A contract between an IT service provider and a third party. The third party provides goods or services that support the delivery of an IT service to a customer. Underpinning contracts (UC) True or false: Demand management considers the patterns of business activity to understand demand for services. True True or false: Demand management may provide techniques for influencing demand for services. True An organization providing services to one or more internal or external customers is called what? IT Service Provider True or false: A supplier is a third party responsible for supplying goods or services that are required to deliver IT services. True Business capacity, service capacity, and component capacity management Name the subprocesses for capacity management. Initiation, requirements and strategy, implementation, and ongoing operation are stages in which service management process? IT Service Continuity Management True or false: The main objective of supplier management is to manage the relationship between IT service provider and supplier, while monitoring and managing the required performance. True Complete the sentence by filling in the missing word: Defining the security and access policies for all services is the responsibility of ____________ management. Information Security What does the acronym CMIS stand for? Capacity Management Information System What does the acronym AMIS stand for? Availability management information system The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management The business process is responsible for managing risks that could seriously affect the business and ensuring that critical business functions can be made available following a major disruption, within the timeframe the business requires. Business continuity management defines what will be required from its IT service provider in terms of IT service continuity management. Business continuity management (BCM) Business impact analysis is the activity in business continuity management that identifies vital business functions and their dependencies. It is used to identify what the business impact will be if an IT service is unavailable. Business impact analysis (BIA) The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed-on capacity and performance-related requirements in a cost-effective and timely manner. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management. Capacity management A plan drawn up to address the current and future capacity and performance requirements of the business. It shows current and historic usage of services and components and the expected increase or decrease for capacity for them over the next 12 to 18 months. It recommends actions to ensure sufficient but not excessive capacity will be available to match these demands; these actions could include purchase of new equipment and storage or reallocation of current devices. The plan considers changes in the business, such as downsizing, changes in the demand for individual services, and technical advances in components, and it puts forward plans to meet a number of possible scenarios. Capacity plan The process responsible for ensuring that the confidentiality, integrity, and availability of an organization's assets, information, data, and IT services match the agreed needs of the business. Information security management (ISM) The process responsible for managing risks that could seriously affect IT services. IT service continuity management supports business continuity management. IT service continuity management A metric for measuring and reporting availability, or uptime. MTBF is the average of the time between when the configuration item starts working until it next fails. Mean time between failures (MTBF) A metric used for measuring and reporting reliability. It is the mean time from when a system or IT service fails until it next fails. Mean time between service incidents (MTBSI) A metric used for measuring and reporting downtime. MTRS is the average time taken to restore an IT service or other configuration item after a failure. MTRS is measured from when the configuration item fails until it is fully restored and delivering its normal functionality. Mean time to restore service (MTRS) A database or structured document with information about all live IT services, which may include services available for deployment. Service catalog The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it. Service catalog management A set of tools and databases that are used to manage knowledge, information, and data. Service knowledge management system (SKMS) The process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and ensuring that all suppliers meet their contractual commitments. Supplier management Part of a business process that is critical to the success of the business. Vital business function (VBF) The role responsible for ensuring a process is carried out correctly is known as what? Process Owner True or false: The RACI matrix is used to understand the allocation of roles and responsibilities for an activity. True Responsible, Accountable, Consulted, Informed What does the acronym RACI stand for? A model which defines roles and responsibilities. RACI stands for Responsible, Accountable, Consulted, and Informed. RACI A formal proposal for a change to be made. It includes details of the proposed change and may be recorded on paper or electronically. Request for change (RFC) True or false: All processes share a common set of characteristics. True What is the change type for the definition "A change that follows the basic flow of assessment and authorization"? Normal Change What is the change type for the definition "A change that is preauthorized, as it has a known risk, known impact, and is carried out regularly"? Standard Change What is the change type for the definition "A change that needs to be implemented more quickly on a business-critical system"? Emergency Change What is the change output described by the definition "A fallback plan or proposal for remedial action where backout is not achievable"? Remediation Plan What is the change output described by the definition "A document detailing the effect of planned changes on agreed service availability"? Projected Service Outage Which role is normally responsible for chairing the change advisory board? Change Manager True or false: The ECAB is a group of processes to assist in the evaluation of changes that impact the business as a whole. False Failure of a critical component, causing a severe effect on a number of services, would justify which type of change? An emergency change Complete the sentence by filling in the missing word: An event that occurs requires detection and a specific action to be taken (for example, raising an incident) is called ________________. an exception What does the acronym RFC stand for? Request for change The addition, modification, or removal of anything that could affect IT services. Change A group of people who support the assessment, prioritization, authorization, and scheduling of changes. Change advisory board (CAB) The process responsible for controlling the lifecycle of all changes. Change management A high-level description and business case of a potential service or significant change. Once the change proposal has been authorized, the service will be chartered. Change proposal A record containing the details of a change. Each change record documents the lifecycle of a single change. Change record A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes. Change schedule (CS) A change that must be introduced as soon as possible, for example, to resolve a major incident or implement a security patch. Emergency change A subgroup of the change advisory board that makes assessments and decisions about emergency changes. Emergency change advisory board (ECAB) A document that identifies the effect of planned changes, maintenance activities, and test plans on agreed service levels. Projected service outage (PSO) A plan for actions to be taken to recover after a failed change or release. Remediation may include backout, invocation of service continuity plans, or other actions designed to enable the business process to continue. Remediation plan A phase in the service lifecycle. Service transition ensures that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service transition A preauthorized change that is low-risk, is relatively common, and follows a procedure or work instruction. Standard change A set of discrete facts about an event, often in raw form, is known as what, as part of knowledge management? Data Rationalization and/or context applied to a set of discrete facts are known as what, as part of knowledge management? Information Combining experience, ideas, insights, values, and judgments that are applied to contextual facts are known as what? Knowledge Informed decision-making use of the application of understanding of contextual facts is known as what? Wisdom True or false: Service asset and configuration management is the process that manages all assets of an organization. False A service level agreement is categorized under which category for service asset and configuration management? Document True or false: All infrastructure components should be recorded as configuration items. False True or false: One of the benefits of the configuration management system is that relationships between configuration items can be recorded. True Mechanisms for the automation of release build, installation, and release distribution to improve efficiency would be captured in which document associated to the release and deployment management process? Release policy Which deployment option is described here: "A rollout is delivered to all targets/users at the same time." Big bang "A rollout is delivered to a part of the whole target audience and rolled out to the rest when the rollout is shown to be successful" is a description of which deployment option? Phased Which deployment option is described here: "A rollout is delivered on-demand or forced to the target recipients"? Pull/push "A rollout is delivered through a system or other approach suitable for the demands of the infrastructure and organization" is a description of which deployment option? Automation or manual True or false: The configuration management database (CMDB) may hold records about configuration items (CIs) that are held in the definitive media library (DML). True Which of these items would you expect to find recorded as part of the configuration management system: release records, change records, and business process documentation? Release and change records What does the acronym CMS stand for? Configuration management system What does the acronym CMDB stand for? Configuration management database What does the acronym DML stand for? Definitive media library The process responsible for formal assessment of a new or changed IT service to ensure that risks have been managed and to help determine whether to authorize the change. Change evaluation Any component or other service asset that needs to be managed in order to deliver an IT service. Configuration items (CIs) A database used to store configuration records throughout their lifecycle. Configuration management database (CMDB) A set of tools, data, and information that is used to support service asset and configuration management. It may include a federated approach to managing CMDBs. Configuration management system (CMS) One or more secure locations containing the definitive and authorized versions of all software. It may also hold license documentation. Definitive media library (DML) The extra support given at the end of deployment until the new or changed service is accepted as fully operational. The service is reviewed to ensure that it will be able to meet the service targets. Early-life support The process responsible for sharing perspectives, ideas, experience, and information, as well as for ensuring that these are available in the right place and at the right time. Knowledge management The process responsible for planning, scheduling, and controlling the build, test, and deployment of releases and for delivering new functionality required by the business while protecting the integrity of existing services. Release and deployment management The process responsible for ensuring that the assets required to deliver services are properly controlled. It focuses on the management and provision of accurate and reliable information about those assets and ensures that it is available when and where it is needed. Service asset and configuration management (SACM) The process responsible for validating and testing a new or changed IT service to ensure it meets the requirements of the business. Service validation and testing The process responsible for planning all service transition processes and coordinating the resources they require. Transition planning and support True or false: Technology is important in the support of all stages of the service lifecycle. True Which of these are not recognized as functions of the service lifecycle: technical management, operations management, infrastructure management, application management, or service desk? Infrastructure management True or false: The service desk is one of a set of multiple contact points for users to communicate with the IT department. False Complete the sentence by filling in the missing word: All business locations/sites utilize a single service desk whose staff may be located at any site. This is called a __________________ service desk structure. virtual True or false: The service desk staff should be both business and technically aware to provide good service. True Which of these skills and attributes are not important for service desk staff: telephone communication skills, technical awareness, patience, debating skills, business awareness, or empathy? Debating skills Complete the sentence by filling in the missing word: The service desk is responsible for logging all incidents and ______________ at point of contact. service requests What type of service desk is described in the following statement? "Each business location/site has its own service desk." Local service desk What type of service desk is described in the following statement: "All business locations/sites utilize a single service desk that is located at one location or site." Centralized service desk How would you describe the virtual type of service desk? A single service desk whose staff may be located at any site What type of service desk is described in the following statement? "All business locations/sites, including those globally placed, are able to contact a constantly manned single service desk staffed by personnel who may be located at any site." "Follow the sun" service desk The function responsible for managing applications throughout their lifecycle. Application management The function responsible for managing the physical environment where the IT infrastructure is located. Facilities management A form of virtual service desk, with calls routed according to the time of day. Follow the sun The function within an IT service provider that performs the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations management includes IT operations control and facilities management. IT operations management This is also known as IT operations management. It is the function within an IT service provider that carries out the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations management includes IT operations control and facilities management. Operations management The single point of contact between the service provider and the users. Service desk A phase in the service lifecycle. Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management What is the technique called differential charging used for as part of financial management? Influencing user behavior Service monitoring, conducting service reviews, and managing customer complaints are all part of the responsibilities of which role? Service-level manager What is the change output described by the definition "A document detailing the authorized changes that will take place and dates of implementation"? Change schedule True or false: Incident management is the process that identifies the root cause of incidents and ensures they do not recur. False What is this definition describing? "An unplanned interruption to an IT service or reduction in the quality of an IT service." Incident What is this definition describing? "Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available." Workaround What is this definition describing? "A category used to identify the relative importance of an incident, problem, or change, based on impact and urgency." Priority What is this definition describing? "An incident which causes a serious impact to the business and may require an adjusted process flow." Major incident True or false: Known errors capture the status of a problem when the root cause has been identified and there is a workaround. These records are stored in the known error database (KEDB). True Complete the sentence by filling in the missing word: Identifying and recording workarounds for incidents allowing faster incident resolution is an objective of the __________________ management process. problem Complete the sentence by filling in the missing word: Eliminating recurring incidents is an objective of the ________________ management process. problem What does the acronym KEDB stand for? Known error database The processes responsible for managing an IT service provider's budgeting, accounting, and charging requirements. Financial management Transferring an incident, problem, or change to a technical team with a higher level of expertise or authority. Functional escalation Informing or involving more senior levels of management in an incident, problem, or change. Hierarchic escalation A measure of the effect of an incident, problem, or change on business processes. Impact and urgency are used to assign priority. Impact An unplanned interruption to an IT service or reduction in the quality of an IT service. Incident The process responsible for managing the lifecycle of all incidents. It focuses on restoring normal service as quickly as possible. Incident management A record containing the details of the lifecycle of a single incident. Incident record A database created by problem management containing all known error records and workarounds where available. Known error database (KEDB) An operational state that is defined as where services and configuration items are performing within their agreed service and operational levels. Normal service operation The relative importance of an incident, problem, or change. Priority is based on impact and urgency. Priority The unknown, underlying cause of one or more incidents. Problem The process responsible for managing the lifecycle of all problems. Its purpose is to prevent problems and resultant incidents from occurring. Problem management The process responsible for negotiating achievable service level agreements and ensuring that they are met. It manages SLAs and the associated underpinning agreements and contract, and ensures that the targets for service provision are agreed and managed. Service-level management A measure of how long it will be until an incident, problem, or change has a significant impact on the business. Urgency A means of reducing or eliminating the impact of an incident or problem (often by the service desk) for which a full resolution is not yet available. Workaround True or false: Part of the request fulfillment process may be the provision of a self-help tool. True Complete the sentence by filling in the missing word: An event that occurs and requires detection and recording but no specific action is called ___________. Informational True or false: Access management is responsible for verifying the identity of the requestor. True The process responsible for allowing users to make use of IT services, data, or other assets. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. Access management A notification that a threshold has been reached, something has changed, or a failure has occurred. Alert A change of state that has significance for the management of an IT service or other configuration item. Event The process responsible for managing events throughout their lifecycle. Event management The process responsible for managing the lifecycle of all service requests. Request fulfillment Complete the sentence by filling in the missing word: CSI supports service ____________ in the review of testing and acceptance criteria to ensure IT services are delivered to meet business needs. transition True or false: The continual service improvement stage of the service lifecycle is concerned only with improvement in the service operation and service transition stages. False A snapshot that is verified against the live environment, which is used as a reference point. Baseline Continual service improvement is a phase of the service lifecycle. It is concerned with the improvement of services, processes, and service management across the whole lifecycle. Continual service improvement (CSI) Something that must happen if an IT service, process, plan, project, or other activity is to succeed. Critical success factor (CSF) A database or structured document used to record and manage improvement opportunities throughout their lifecycle. CSI register The Plan-Do-Check-Act approaches to quality management. Deming cycle A metric that is used to help manage an IT service, process, plan, project, or other activity. Key performance indicators are used to measure the achievement of critical success factors. Key performance indicators (KPIs) The process responsible for defining and managing the steps needed to identify, define, gather, process, analyze, present, and implement improvements. Seven-step improvement process This is considered the core of the life cycle management process Strategy life cycle A service that produces the basic outcome of the customers desire Core Service Someone who buys good or services Customer A service needed to deliver a core service Enabling service A service that is added to the core to make it more attractive Enhancing service A service carried out by an IT provider. Consist of a combination of IT technology, people, and processes IT Service The result of carrying out an activity, following a process, delivering an IT service. The term is used for intended results as well as actual results Outcome Is a set of structured set of activities designed to accomplish a specific objective. Process A mean to deliver value to a customer by facilitating the outcome a customer wants without the ownership and cost and risk. Service A set of specialized organizational capabilities for providing value to customers in the form of services Service Management How do we truly create value for a customer. How we can make the case for a strategic investment. Resolves conflicting demands for resources. What services we should be offering to whom Service strategy Fit for purpose Utility Fit for use Warranty Availability, Capacity, Security and continuity. Warranty Requires assurance in what area Any resource or capability Assets Information held about a configuration item such as a serial number, make or model Attribute The ability of an organization, person process, application. IT service to carry out an activity Capabilities Ensures that policies and strategies are actually implemented and processes are followed correctly Governance The implementation and management of quality IT services that meet the needs of the business. IT Service management A Work load of one or more business activities. Used to help the IT service provider understand and plan for different levels of business activity. PBA - Patterns of Business Activity A Generic term that includes IT infrastructure people, money, or anything else that might help IT delivery a service Resources The approach adopted to identify document, analyze, mitigate against the likelihood of a potential impact to service. Risk Management A phase of the service life cycle, service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organizations business outcome. Service Strategy The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Utility The assurance that a product or service will meet the agreed requirements, fit for use. Warranty A person who uses IT daily User A Set of responsibilities, activities, or authorities assigned to a person or a team. Role Justification for significant items of expenditure, identifying cost and benefits, including considering other options. Business Case The process of maintaining a positive relationship with customers. The business relationship manager focuses IT strategy ensuring that it will deliver what is required by the business strategy. Business relationship Management The process responsible for coordinating all service design activities, process and resources. Design Coordination The complete set of services that is managed by a service provider. It includes 3 categories: Service Pipeline (future), Service catalog (live) Retired services Service portfolio The process that maintains the service portfolio. It ensures that the service provider has the right mix of services that meet the required business outcomes at an appropriate level of investing. Service Portfolio Management An organization providing services to an internal or external customer. Service provider Service Pipeline, Service Catalog, Retired Services Service Portfolio The structure of a system or IT service, including the relationship of components to each other. Architecture A document defining all aspects of an IT service and its requirements though each stage of its life cycle Service Acceptance Criteria (SDP) A written agreement between the service provider and the customer. SLA A legally binding agreement between the IT service provider and a third party supplier. Supplier Contract An underpinning agreement between IT service providers and another part of the same organization that assist with the provision of services. OLA Service description, Service Availability, Service Review Schedules Service level Agreement Agreement that must be signed by both parties SLA An agreement covering a single service used by multiple customers. Service based SLA An agreement covering multiple services used by a single customer Customer Based SLA An agreement covering services used across an organization. Corporate based SLA A formal plan to implement improvements to a processor IT service SIP- Service improvement plan A customer requirement for an aspect of an IT service. Service level requirements are based off business objectives and used to negotiate agreed service level targets. SLR- Service level Requirements A contract between an IT service level provider and a third party. The third party provides goods and services that support the delivery of an IT service to a customer. UC- Underpinning Contracts considers the patterns of business activity to understand the demands of the service. May provide techniques for influencing the demands for services. Demand Management An organization providing services to one or more internal or external customers IT Service Provider A third party supplying goods or services that are required to deliver IT services. Supplier Business Capacity, Service Capacity, Component Capacity. Capacity Management Initiation, requirements and strategy, implementation and on going operations. IT service continuity Management Manages the relationship between the IT service provider and supplier while monitoring and management the required performance. Supplier Management Defines the security and access policies for all services Information Security Capacity Management Information System CMIS Availability Management Information System AMIS The process for ensuring IT services meet the current and future availability needs of the business in a cost effective and timely manner. Availability Management Business process for managing risk that could possibly disrupt critical business functions. Ensures that critical business functions are made available following a major disruption. BCM- Business Continuity Management Its the part of business continuity that identifies vital business functions and their dependencies. It is used to decide which business functions will be impacted if IT service is unavailable. BIA - Business impact Analysis The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet the agreed on capacity and performance requirements in a cost effective and timely manner. 3 subsets are: Business capacity Management, Service Capacity Management, Component Capacity Management. Capacity Management A plan drawn up to address current and future capacity and performance requirements. It shows current and historic useage of services and components and their respective increase or decrease in capacity for the next 18 to 24 months. The plan suggest actions to ensure sufficient but not excessive capacity. Capacity Plan The process that ensures that the CIA of an organizations assets match the agreed needs of a business. ISM- Information Security Management The process responsible for managing risk that could seriously affect IT servides. IT service Continuity Management Is the average of the time between when a configuration item starts working until it fails next time. MTBF- Meantime between failure A metric used for measuring and reporting reliability. It's the measurement from when a system fails until when it fails again. MTBSI- Meantime between service incidents A metric for reporting downtime. It is the average time taken to restore an IT service or another configuration item after a failure. The measurement is from the time of failure until it is restored. MTRS- Meantime to restore service A database or structured document with information about all live IT services, which may include services available for deployment. Service Catalog The process for providing and maintaining the service catalog and ensuring it is available to those who are authorized to access it. Service Catalog Management A set of tools and databases that are used to manage knowledge, information and data. SKMS - Service knowledge management system. The process responsible for obtaining value from suppliers, ensuring contracts and agreements support the needs of the business and ensuring that suppliers meet the contractual agreements. Supplier Management Part of the business process that is critical to the success of the business. VBF- Vital business function Is responsible for ensuring that the process is carried out correctly. Process Owner used to understand the allocations of roles and responsibility for an activity. RACI Responsible, Accountable, Consulted, Informed. RACI A formal proposal for a change to be made. RFC- Request for change All share a common set of characteristics Processes A change that follows the basic flow of assessments and authorizations. Normal Change A change that is needed to be implemented immediately on business critical systems. Emergency Change A fallback plan or proposal for remedial action where a back out plan is not achievable. Remediation Plan A document detailing the effect of planned changed on agreed service availability. Projected service Outage Has the Role to chair the CCB. Change Manager Failure of a critical component causing service impact on a number of services that would justify this type of change. Emergency Change An event that occurs requires detection and a specific action to be taken Exception The addition, modification, or removal of anything that could effect IT. Change The group of people who support the assessment, prioritization and authorizing for scheduling changes. CAB- Change advisory Board The process for controlling the lifecycles of change Change Management A high level description or business case of a potential service or significant change. Change Proposal A record containing the details of the change. Each record documents the life cycle of a single change Change management A document that list all authorized changes and their planned implementation, dates as well as the estimated dates of the longer term changes. CS Change Schedule A change that has to be done ASAP. Example: Security Patching. Emergency Change A subset of the CCB that deals with emergency changes. ECAB- Emergency Change Advisory Board A document that identifies the effects of the planned changes, maintenance activities, and test plans of agreed service levels. PSO Projected Service Outage A plan of actions to recover from a failed change or release. Remediation may include back out, invocation of continuity plans. Remediation Plan A phase in the service life cycle. It ensures that new modifies or retired services meet the expectations of the business as documented in the service strategy and service design stages of the life cycle. Service transition A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. Standard Change A set of discrete facts about an event, often in raw form part of knowledge management. Data Rationalization and context applied to a set of discrete facts and is part of knowledge management. Information Combining experience, ideas, insights, values, and judgments that are applied to contextual facts. Knowledge Informed decision making application of understanding contextual facts. Wisdom Where a service level agreement is categorized under this portion of service asset and configuration management. Document Mechanism for the automation of release build, installation, and release distribution to improve efficiency would be captured in this document associated to the release and deployment management process. Release Policy A roll out that is delivered to all targets at the same time. Big Bang A roll out that is delivered to part of the whole audience then rolled out to the rest when shown to be successful. Phased This is a roll out that is done on demand to target recipients. Pull/Push A roll out is delivered through a system or other approach suitable for the demands of the infrastructure and organization. Automation or manual Holds records about CI that are held in the definition media library DML. CMDB These items are recorded in the configuration management system. Release and change records Configuration management system. CMS Configuration management database CMDB Definitive media library. DML The process responsible for a formal assesment of a new or changed IT service to ensure that risk have been managed to help determine whether to authorize the change. Change evaluation A database used to store configuration records through their life cycle. CMDB A set of tools, data, and information that is used to support service assets and configuration management. It may include a federated approach to managing CMDBs. CMS-Configuration management system one of the more secure locations containing the definitive and authorized versions of all software. It may also hold license information. DML-Definitive media Library The extra support given at the end of deployment until the new change service is fully operational. The service is reviewed to ensure that it will be able to meet it's targets. Early Life Support The process responsible for sharing perspectives, ideas, experience, and information as well as ensuring that these are available in the right place at the right time. Knowledge management The process for planning, scheduling, and controlling the build test and deployment of releases and for delivering new functionality required by the business while protecting the integrity of existing services. Release and deployment management IT Infrastructure ITIL IT Service Management ITSM Integration Effectiveness Efficiency 3 clear objectives of service management guidance flexible a comprehensive framework compendium of best practices vendor neutral supported by solutions and tools ITIL is 1) Clearly defined agreed on documented roles and responsibilities 10 commandments ITIL 2) Clearly defined and agreed on and documented services 10 commandments 2 3) Clearly defined agreed on and documented processes 10 commandments 3 4) Clear ownership of services and processed as well as all other components of the infrastructure 10 commandments 4 5) Meaningful process and service metrics 10 commandments 5 6) Measurement of performance at the point of service delivery 10 commandments 6 7) Regular reviews of the performance of services and processes 10 commandments 7 8) Publication of reports on performance 10 commandments 8 9) A service improvement program 10 commandments 9 10) Clear communication between IT and users to establish and nurture trust between IT and the business 10 commandments 10 Proven activities or processes that have been successfully used by multiple organizations Best Practice Standards Industry Practices Academic Research Training and Education Internal Experience Sources of Best Practice Employees Customers Suppliers Advisors Technology Enablers of Best Practice Where the needs of the ultimate customer are being met The ultimate customer could be commercial or government, private or public sector Business the act, state, or right of possessing something Ownership A nominated individual or group empowered to exercise accountability for a specific configuration item (CI) Owner is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks Service 1) it is about delivering value, delivering value to customers, and giving customers something worthwhile. 2) you do that by facilitating the outcomes customers want to achieve...helping them do something they want... 3) specific (risk) being detailed 4) you accept there has to be some level of cost and risk when you receive a service but as the recipient of the service you don't want to concerned about all the specific details behind it Service def explained The result of carrying out an activity, following a process, or delivering an IT service Outcome A set of specialized organizational capabilities for providing value to customers in the form of services Service Management The implementation and management of quality IT services that meet the needs of the business ITSM is performed by IT service providers through an appropriate mix of people, process, and information technology. IT Service Management ITSM People or organizations that provide services to internal or external customers Service Providers An internal service provider that is embedded within the business unit it serves Service Provider type 1 An internal service provider whose services are shared among more than one business unit. Also known as a shared service unit Service Provider Type 2 Provides services to external customers Service Provider Type 3 Customers Users (or end users) Suppliers Stakeholders These are the people or organization that commission and perhaps pay for the service being provided Typically management level people with whom service providers will have regular formal review meetings Customers These are people who are having their business activities facilitated at that very moment by the IT services Users A third party service provider (type 3). It is someone with whom you have a contractual relationship Suppliers A set of coordinated activities combining resources and capabilities to produce an outcome that creates value for the customer Process 1) It responds to a specific event (trigger) 2) It is measurable. Include such elements as performance, cost, quality, duration, and productivity 3) It produces a specific result (identifiable) 4) It delivers its result to a defined customer in a way that meets their expectations 4 Characteristics of every Process A unit of organization specialized to perform certain types of work and responsible for specific outcomes. Function The major building blocks of an organization Where the activities of processes are performed Functions A position, responsibility, or duty within a process or function Role 1) Service Owner 2) Process Owner 3) Process Manager 4) Process Practioner 4 generic roles fundamental to ITIL Initiation, transition, and ongoing maintenance of the Service. Prime customer contact for service related issues. Ensuring service delivery meets customer requirements. Identifying service improvement and raising RFCs. Liasing with process owners throughout the service management lifecycle. Effective reporting and monitoring. Accountable for the delivery of the service Service Owner Initiation, transition, and ongoing maintenance of the process. Defining process strategy, policy, and standards. Assisting with process design. Ensuring process documentation is available and current. Auditing the process for efficiency, effectiveness, and compliance. Communicating information to ensure awareness. Provisioning resources and training. Providing input to service improvement programs. Process Owner Help to plan and coordinate activities. Ensure all activities are carried out as required. Appoint people to the required roles. Manage resources assigned to the process. Help ensure smooth running of services. Monitor and report on process performance. Identify improvement opportunities. Help prioritize improvements in the CSI register. Make improvements to the process implementation. Process Manager Carrying out one or more activities of the process. Working with other stakeholders to ensure that all contributions to the process are effective. Ensuring that inputs, outputs, and interfaces for their activities are correct. Creating or updating records to show that activities have been carried out correctly. Process Practitioner Responsible Accountable Consulted Informed RACI Ensuring fairness and transparency. Ensuring that it is the business need that determines who gets what, how much, and when they get it. Ensures we focus on conformance and compliance, especially to legislative requirements, and to business performance imperatives. The aims must be to meet audit requirements and to use your resources to maximize the creation of value to the business. Governance Uncertainty of Outcome Risk 1) Identify 2) Analyze 3) Manage Accept Avoid Mitigate Transfer 3 activities in Risk Management Vendor Neutrality No prescriptive Best Practice ITIL Success A service provided by an IT Service Provider IT Service Core Services Enabling Services Enhancing Services Identifying Types of Service Services that deliver the basic outcomes required by one or more customers Core Services Services that are needed to ensure that the core service can be delivered successfully Enabling Services Additional services that enhance the core service Enhancing Services These are people who work in the same organization as the service provider Internal Customers These are people who are not employed by the organization or are employed by a separate legal entity External Customers These are individual or groups that buy goods or services Customers Individuals or groups that use the service on a day to day basis Users Third parties who have responsibility for the supply of goods or services that are required to deliver IT services Suppliers Customers Users Suppliers Stakeholders A set of specialized organizational capabilities for providing value to customers in the form of services Service Management An organization supplying services to one or more internal or external customers Service Provider The organization of the resources and capabilities and their use in delivering valuable services Core of Service Management Process Owners Process Policy Process Objectives Process Documentation Process Feedback Process Control Process Activities Process Metrics Process Roles Process Procedures Process Instructions Process Improvement Process Process Resources Process Capabilities Process Enablers Measurability Specific Results Customers/Stakeholders Responds to a Trigger Process Characteristics A team or group of people and the other resources or tools that are used to carry out a process or process activities Function Group Team Departments Division Defined Roles A number of people who are performing similar activities Group A more formal structure for those working together with a common objective Team Formal organizational structures within an organization Departments A number of departments that have been grouped together often self contained within an organization Division Service Desk Technical Management Application Management IT Operations Management Basic function of service lifecycle Single point of contact into the IT service provider Service Desk Expertise and management of the technological infrastructure Technical Management Expertise and management of the applications Application Management Day to day management of the infrastructure and applications including operation control and facilities IT Operations Management Capacity Management Measurement Optimization Knowledge Capture Service Automation Advantages what the service does fit for purpose? utility how it is delivered fit for use? warranty performance supported? constraints removed? utility... available enough? capacity enough? continuous enough? secure enough? warranty... The functionality offered by a product or a service to meet a specific customer need utility def Provides the assurance that a product or service will meet the agreed requirements warranty def able to meet the required outcomes fit for purpose how the service is delivered fit for use Ensures that processes and procedures are actually implemented and that required processes are correctly followed. Includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified governance Identify Risks Analysis of Risks Managing Risks Risks Classification Attributes Requirements Service Asset Requirements PBA Patterns of Business Activity Identifies the type of PBA and may reference it's origins (user or automated) , the type and impact of the outcomes that are supported, and the workload associated Classification frequency volume location duration Attributes Includes performance, security, availability, privacy, and tolerance for delays. Some can be classified as warranty considerations Requirements This is used by design teams to capture and understand what is required to support a specific PBA in terms of resource and capability Service Asset Requirements Define the strategic approach for service management across the service lifecycle What is the purpose of the service strategy lifecycle? 1) Defining a strategy that allows a service provider the guidance and recommendations to deliver services to meet a customers business outcomes 3) Defining a strategy for managing services that meet customers business outcomes Which two statements reflect the guidance found in the Service Strategy publication? the customer Who defines the value of a service? 1) the services IT provided 2) What the services achieved 3) how much the services cost ***NOT who designed the services To properly understand the value of a service, the IT service provider requires three pieces of information. 1) the business outcomes achieved 2) the customers preferences 3) the customers perception ***NOT the service providers preferences ITIl identifies three areas that will be used by customers in their understanding of value The service delivers the functionality required to meet a business outcome What is the meaning of utility of service? People Which one of these four assets can be classified as both a resource and a capability 1) Ensures that policies and strategy are actually implemented 2) Ensures that required processes are correctly followed Which of these statements about governance are true? analyze risks manage risks identify risks ***NOT calibrate risks The risk management approach consists of three stages. classification attributes requirements service asset requirements ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile? The business case The predicted costs and benefits of a proposed new service are documented in which of the following documents? value ITIL is a framework of common best practices that provide _____ for customers best practices Service management provides a standardized approach that ensures _____ for IT delivery service strategy "How do we truly create value for our customers?" is a question answered by which lifecycle stage? service strategy "How can we make a case for strategic investment" is a question answered by which lifecycle stage? service strategy "How do we resolve conflicting demands for a resource" is a question answered by which lifecycle stage? service strategy "What services should we be offering and to whom" is a question answered by which lifecycle stage? fit for purpose Utility is defined as what? fit for use Warranty is defined as what? Availability, capacity, security, and continuity Warranty requires assurance of what areas? true True or False. A service asset is defined as any resource or capability of a service provider Any resource or capability Assets Information held about a configuration item such as a serial number, make, model, etc Attribute The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of a corporation. Capabilities Ensures that policies and strategy are actually implemented and that required processes are correctly followed. Governance* The implementation and management of quality IT services that meet the needs of the business IT Service Management (ITSM) A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity Patterns of Business Activity (PBA) A generic term that includes IT infrastructure, people, money, or anything else that might help IT to deliver and IT service. They are often considered to be assets of an organization. Resources The approach adopted to identify, document, analyze, and mitigate against the likelihood of potential impact to a project or service Risk Management A centralized record of the risks that need to be managed Risk Register A phase in the service lifecycle. Service strategy defines the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization's business outcomes. Service Strategy The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Utility The assurance that a product or service will meet the agreed requirements or fit for use. Warranty Service Portfolio Management SPM The purpose of this process is to ensure that you have the appropriate mix of services delivered by the service provider to meet the requirements of the customer. The process enables you to track important information about your services, including the investment that has been made and the interaction with other services. The information captured in the service portfolio also ensures that you clearly define the services and link them to the business outcomes they support. Purpose of SPM Provide a process that allows an organization to manage its overall service provision. Maintain the definitive managed portfolio of services provided by the service provider. Provide an information source that allows the organization to understand and evaluate how the IT services provided enable them to achieve their desired outcomes. Provide control over which services are offered, to whom, with what level of investment, and under what conditions. Track the organizational spending on IT services throughout their lifecycle, allowing for regular reviews of the strategy to ensure that the appropriate investment is being made for the chosen strategic approach. Provide information to enable decision making regarding the viability of services and when they should be retired. Objectives of SPM Service portfolio management has a very broad scope, because it covers all the services a service provider delivers, as well as those that it is planning to deliver and those that have been retired from live operation. Scope of SPM To understand if the services being provided are delivering value. The process should cover the ability to track investment and expenditure on services. This can then be compared to the desired business outcomes. The primary concern of the service portfolio management process s the complete set of services managed by a service provider. This includes the contractual and financial commitments across internal, external, or third-party providers; new service development activity; and improvement initiatives. All services should be included, whether they are visible, customer-facing services or the enhancing, enabling services that support them. service portfolio the pipeline section, which contains information about the services that are in a pre-operational state; the service catalog section, which is the customer-facing section of the service portfolio that shows details of live operational services; and the retired section, which contains details of the services that have been retired The service portfolio consists of three sections: To design, develop, and deliver the services that meet the organizational requirements, you must secure an appropriate level of funding. At the same time, the financial management process should act as a gatekeeper for the expenditure on IT services to ensure that the service provider is not overextended financially for the services that the service provider is required to deliver Purpose of Financial Management Require a balance between the cost and quality of the service, in line with the balance of supply and demand between the service provider and their customers. Cost and quality are key factors in the