ITIL Exam
ITIL - Answer espouses the concept of continual improvement for services and the
processes that support the services.
ITIL® Foundation exam - Answer Foundation Certificate in IT service management
The service lifecycle has five distinct stages: - Answer service strategy, service design,
service transition, service operation, and continual service improvement.
Inputs and outputs - Answer Describes the relationship between this stage and others
Principles and key concepts - Answer Describes the purpose and approach to the stage
of the service lifecycle
Processes and Functions - Answer Describes the processes that are inherent within
each stage of the service life cycle
(KPIs), - Answer key performance indicators
(CSFs), - Answer critical success factors
The specific service strategy processes of - Answer Strategy Management for IT
Services • Service Portfolio Management • Financial Management • Demand
Management • Business Relationship Management
The specific processes in service design of - Answer Design Coordination • Service
Level Management • Service Catalog Management • Capacity Management •
Availability Management • IT Service Continuity Management • Information Security
Management • Supplier Management
Specific service transition processes of - Answer Transition Planning and Support •
Service Asset and Configuration Management • Evaluation • Service Validation and
Testing • Change Management • Release and Deployment Management • Knowledge
Management
The processes within service operation of - Answer Event Management • Incident
Management • Request Fulfillment • Problem Management • Access Management
IT service management is a different perspective on managing IT. - Answer Instead of
managing IT technology, IT service management involves organizing IT as a set of
services that are aligned to the business needs.
,The fact is the business doesn't want technology. The business wants the service that is
enabled by technology. - Answer Businesses are fine leaving the technology know- how
to IT, as long as they can achieve their business desired outcomes.
we judge a service and pay for a service by how the service meets our desired
outcomes. - Answer The services that business wants must be aligned to their business
desired outcomes in order to have any perceived value to the business.
A service is defined as " a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of specific costs and risks."
- Answer Services create value
Services remove the risk of ownership from customers
Services facilitate outcomes that customers want to achieve
Services reduce the effect of constraints
IT service management (ITSM) is a collection of shared responsibilities, plus
interrelated disciplines and processes, that enable an organization to measure, control,
and ultimately manage the IT infrastructure to deliver high- quality, cost- effective
services to meet both short- and long- term business requirements. - Answer ...
Service Management is defined as a "set of specialized organizational capabilities for
providing value to customers in the form of services ." - Answer service management is
the result of focusing an organization's capabilities and resources to produce value in
the form of services.
Good practices are practices that are commonly used within an organization. Good
practices are often derived from best practices until they are commonly performed and
become a commodity. - Answer At this point, they become good practice.
The IT Infrastructure Library® (ITIL®) is simply a set of practices that people just like
you have documented because they work well. - Answer ITIL® is not prescriptive in that
it does not document how to do things. It simply documents what can and should be
done.
The itSMF is a worldwide forum involved in promoting the concepts of IT service
management and organizing events and conferences to bring IT service management
practitioners together. - Answer ...
There are many reasons ITIL® is successful. - Answer First, it is vendor- neutral. ITIL®
focuses on processes, not specific tools, so ITIL® will work for any organization that
provides internal, external, or shared IT services.
Second, ITIL® is non- prescriptive. It is adaptable to meet the needs of any organization
with any type of customer.
The third, and perhaps the most important, reason is that ITIL® represents the
experiences and thought leadership of the world's best- in- class service providers.
, ISO 20000 is the ISO/IEC certification for organizations around IT service management.
- Answer ...
The service lifecycle defines five key stages within this lifecycle: - Answer service
strategy, service design, service transition, service operation and continual service
improvement.
ITIL® approaches the practice of service management through a framework called the
service lifecycle. - Answer ...
A process is defined as " a structured set of activities designed to accomplish a specific
set of objectives" - Answer a function is defined as " units of organizations specialized to
perform certain types of work and responsible for specific outcomes" .
For the exam, remember that processes must be measurable, have a specific output,
deliver value to a customer, and respond to a trigger. - Answer The term MaSsaCRe
may help remember this. M - Measurable S - Specific output C - Customer R - Respond
to a trigger
Process Control is defined - Answer as " the process of planning and regulating, with
the objective of performing a process in an effective, efficient and objective manner ."
Functions are defined as - Answer units of organizations specialized to perform certain
types of work and responsible for specific outcomes ."
A role is defined as - Answer "a set of responsibilities, activities and authorities granted
to a person or team."
The process owner is defined as - Answer the role accountable for ensuring that a
process is fit for purpose ."
The process owner is also responsible for the sponsorship of the process, defining
process key performance indicators (KPIs), ensuring the process is designed, and is
also responsible for identifying opportunities for improvement.
The process manager is defined as - Answer the role responsible for the operational
management of a process
The process practitioner role is defined as - Answer "the role responsible for carrying
out one or more process activities."
The service owner is defined as - Answer the role responsible to the customer for the
initiation, transition and ongoing maintenance and support of a particular service ."
A customer is defined as " - Answer the person or group who defines and agrees to the
service level targets"
ITIL - Answer espouses the concept of continual improvement for services and the
processes that support the services.
ITIL® Foundation exam - Answer Foundation Certificate in IT service management
The service lifecycle has five distinct stages: - Answer service strategy, service design,
service transition, service operation, and continual service improvement.
Inputs and outputs - Answer Describes the relationship between this stage and others
Principles and key concepts - Answer Describes the purpose and approach to the stage
of the service lifecycle
Processes and Functions - Answer Describes the processes that are inherent within
each stage of the service life cycle
(KPIs), - Answer key performance indicators
(CSFs), - Answer critical success factors
The specific service strategy processes of - Answer Strategy Management for IT
Services • Service Portfolio Management • Financial Management • Demand
Management • Business Relationship Management
The specific processes in service design of - Answer Design Coordination • Service
Level Management • Service Catalog Management • Capacity Management •
Availability Management • IT Service Continuity Management • Information Security
Management • Supplier Management
Specific service transition processes of - Answer Transition Planning and Support •
Service Asset and Configuration Management • Evaluation • Service Validation and
Testing • Change Management • Release and Deployment Management • Knowledge
Management
The processes within service operation of - Answer Event Management • Incident
Management • Request Fulfillment • Problem Management • Access Management
IT service management is a different perspective on managing IT. - Answer Instead of
managing IT technology, IT service management involves organizing IT as a set of
services that are aligned to the business needs.
,The fact is the business doesn't want technology. The business wants the service that is
enabled by technology. - Answer Businesses are fine leaving the technology know- how
to IT, as long as they can achieve their business desired outcomes.
we judge a service and pay for a service by how the service meets our desired
outcomes. - Answer The services that business wants must be aligned to their business
desired outcomes in order to have any perceived value to the business.
A service is defined as " a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of specific costs and risks."
- Answer Services create value
Services remove the risk of ownership from customers
Services facilitate outcomes that customers want to achieve
Services reduce the effect of constraints
IT service management (ITSM) is a collection of shared responsibilities, plus
interrelated disciplines and processes, that enable an organization to measure, control,
and ultimately manage the IT infrastructure to deliver high- quality, cost- effective
services to meet both short- and long- term business requirements. - Answer ...
Service Management is defined as a "set of specialized organizational capabilities for
providing value to customers in the form of services ." - Answer service management is
the result of focusing an organization's capabilities and resources to produce value in
the form of services.
Good practices are practices that are commonly used within an organization. Good
practices are often derived from best practices until they are commonly performed and
become a commodity. - Answer At this point, they become good practice.
The IT Infrastructure Library® (ITIL®) is simply a set of practices that people just like
you have documented because they work well. - Answer ITIL® is not prescriptive in that
it does not document how to do things. It simply documents what can and should be
done.
The itSMF is a worldwide forum involved in promoting the concepts of IT service
management and organizing events and conferences to bring IT service management
practitioners together. - Answer ...
There are many reasons ITIL® is successful. - Answer First, it is vendor- neutral. ITIL®
focuses on processes, not specific tools, so ITIL® will work for any organization that
provides internal, external, or shared IT services.
Second, ITIL® is non- prescriptive. It is adaptable to meet the needs of any organization
with any type of customer.
The third, and perhaps the most important, reason is that ITIL® represents the
experiences and thought leadership of the world's best- in- class service providers.
, ISO 20000 is the ISO/IEC certification for organizations around IT service management.
- Answer ...
The service lifecycle defines five key stages within this lifecycle: - Answer service
strategy, service design, service transition, service operation and continual service
improvement.
ITIL® approaches the practice of service management through a framework called the
service lifecycle. - Answer ...
A process is defined as " a structured set of activities designed to accomplish a specific
set of objectives" - Answer a function is defined as " units of organizations specialized to
perform certain types of work and responsible for specific outcomes" .
For the exam, remember that processes must be measurable, have a specific output,
deliver value to a customer, and respond to a trigger. - Answer The term MaSsaCRe
may help remember this. M - Measurable S - Specific output C - Customer R - Respond
to a trigger
Process Control is defined - Answer as " the process of planning and regulating, with
the objective of performing a process in an effective, efficient and objective manner ."
Functions are defined as - Answer units of organizations specialized to perform certain
types of work and responsible for specific outcomes ."
A role is defined as - Answer "a set of responsibilities, activities and authorities granted
to a person or team."
The process owner is defined as - Answer the role accountable for ensuring that a
process is fit for purpose ."
The process owner is also responsible for the sponsorship of the process, defining
process key performance indicators (KPIs), ensuring the process is designed, and is
also responsible for identifying opportunities for improvement.
The process manager is defined as - Answer the role responsible for the operational
management of a process
The process practitioner role is defined as - Answer "the role responsible for carrying
out one or more process activities."
The service owner is defined as - Answer the role responsible to the customer for the
initiation, transition and ongoing maintenance and support of a particular service ."
A customer is defined as " - Answer the person or group who defines and agrees to the
service level targets"
