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Service Portfolio Management is part of
Service Strategy
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Financial Management is part of
Service Strategy
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Demand Management is part of
Service Strategy
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Service Catalog Management is part of
Service Design
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Service Level Management is part of
Service Design
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Availability Management is part of
Service Design
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Capacity Management is part of
Service Design
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IT Service Continuity Management is part of
Service Design
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Supplier Management is part of
Service Design
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Information Security Management is part of
Service Design
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Asset and Configuration Management is part of
Service Transition
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Change Management is part of
Service Transition
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Knowledge Management is part of
Service Transition
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Transition Planning and Support is part of
Service Transition
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Release and Deployment Management is part of
Service Transition
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Validation and Testing is part of
Service Transition
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Evaluation is part of
Service Transition
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Incident Management is part of
Service Operation
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Problem Management is part of
Service Operation
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Request Fulfillment is part of
Service Operation
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Event Management is part of
Service Operation
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Access Management is part of
Service Operation
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The five components of the Service Lifecycle Strategy are
Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
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ITIL was developed by the
CCTA (Central Computer and Telecommunications AGency), now known as the OGC (Office of Government Commerce)
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____ Practices lead to ____ Practices and ____ Practices lead to ____ Practices
Best/Good; Good/Best
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Best Practice can be defined as a
Successful innovation
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What are some examples of complementary guidance?
COBIT, ISO 20000, Project Management, Six Sigma
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Name the four stages of the Deming Cycle
- Plan (Service Strategy and Service Design)
- Do (Service Transition)
- Check (Service Operation)
- Act (Continual Service Improvement)
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Keywords for correct answer in a lifecycle question
"Value" ("value" + "stakeholder"/"customer")
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Service Management is
Set of specialized organizational capabilities for providing value to customers in the form of services
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Service is
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
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Service Owner is
responsible to the customer for the initiation, transition, and ongoing maintenance and support of a particular service
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Service owner is responsible for
- understanding the service
- key point of escalation
- represents service in CAB
- participates in internal service reviews
- ensures service entry in Service Catalog is updated
- participates in negotiating SLAs and OLAs
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A Process is
a set of coordinated activities or steps combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer
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Process Owner is
responsible for ensuring that all activities defined within the process are undertaken and performed successfully
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Process Owner is responsible for
- defining and reviewing the KPIs
- assisting with and responsible for process design and effectiveness
- ensuring all relevant staff have training in the process and that the process is documented and reviewed
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A Function is
a team or group of people and the tools they use to carry out one or more processes or activities
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Capability is
the ability of an organization, person, process, application, configuration item or IT service t ocarry out an activity
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Resource includes
IT infrastructure, people, money, or anything else that might help deliver an IT service
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Service Asset is
anything contributing to the delivery of a service
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RACI stands for
- Responsible ("doer")
- Accountable ("throat to choke")
- Consult
- Inform
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Value is created by
Resources and Capabilities properly employed
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At what lifecycle stage is Continual Service Improvement?
Every stage
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