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21 Cards in this Set
- Front
- Back
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What is the meaning of ITIL? |
IT Infrastructure Library |
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Latest version of ITIL? |
ITIL v3 |
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What is the ITIL aproach? |
Vendor neutral Non prescriptive Best practice |
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Examples of best practices sources |
Public frameworks: ITIL, PMBOK, Six sigma Standards: ISO 20000, ISO 27002 Propietary knowledge |
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ITIL enable organizations to: |
Deliver value for customers through services Integrate business and service strategies monitor, measure and optimize service provided performance Manage IT investment and budget Manage risk Manage knowledge Change organizational culture |
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What is service? |
A means of delivering value to customers by facilitating outcomes customer want to achieve without the ownership of specific costs and risks |
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what is outcome? |
Outcome is the result of carrying out an activity, following a process, or delivering an IT service. The term is often used to refer to intended results. |
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what is IT service? |
A service provided by an IT service provider. An IT service is made up of a combination of IT, people and processes. |
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Customer facing services and Supporting services |
IT services that are visible to the customer. IT services that support or underpin the customer facing services. |
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elements of value: |
Utility and Warranty |
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What is utility? |
Functionality offered by a service to meet a particular need or achieve a particular outcome. Its question is: fit for purpose? |
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What is Warranty? |
Assurance that a service will meet its agreed requeriments. Its question is: fit for use? |
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what are the components of warranty? |
Availability, Capacity, IT service contuinity and Security. |
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what is service management? |
A set of specialized organizational capabilities for providing value to customers in the form of services. |
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what is ITSM (IT service management)? |
The implementation and management of quality IT services that meet the needs of the business. |
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Challenges of service management: |
Services are intangible and difficult to measure, control and validate. Demand is tighly coupled with customer assets Little or no buffer between the service provider and the customer The perishable nature of service output and service capacity. |
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What is a service provider? |
An organization supplying services to one or more internal or external customers. |
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Types or service providers? |
Type I: Internal service provider Type II: Shared services unit Type III: External service provider |
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What is a type I service provider? |
An internal service provider that is embedded within a business unit. |
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What is a type II service provider? |
An internal service provider that provides shared IT services to more than one business unit. |
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What is type III service provider? |
A service provider that provides IT services to external customers. |
