Show:
A
M
D
P
I
100
____ are units of organizations specialized to perform certain types of work and are responsible for specific outcomes.
What are Functions?
100
ITIL Core is built around a ____ _____.
What is Service Lifestyle?
100
Service Design, Service Strategy, Service Transition, Service Operation, Continual Service Improvement
What are the 5 core books of ITIL service lifecycle?
100
Warranty is defined as fitness for ___.
What is use?
100
An agreement between a service provider and customer.
What is Service Level Agreement (SLA)?
200
This is the first of 5 ITIL core book.
What is Service Strategy?
200
This is the next core book after Service Design.
What is Service Transition?
200
Utility is defined as fitness for this.
What is purpose?
200
This is an agreement between a service provider and other internal units.
What is Operational Level Agreement (OLA)?
200
Change management takes these steps dealing with a request for change.... Review change, plan updates, assess and evaluate change, record request for change, record request, _____ change, coordinate implementation, review request for change, authorize updates.
What is close?
300
There are 20 of these ___ in ITIL. They are a structured set of activities designed to accomplish a specific objective.
What are Processes?
300
The Configuration Management process falls in this main ITIL Service Lifestyle phase/book.
What is Service Operation?
300
This is probably one of Mike Hoyt's favorite quotes... "If you can't _____ it, then you can't manage it."
What is measure?
300
STAMP stands for.... service Solutions service management systems and Tools technology Architectures Measurement systems and metrics and ________
What is processes?
300
This function takes care of receipt and logging of user calls, keeping users informed of progress, first line investigation and diagnosis.
What is a Service Desk?
400
A ___ ____ holds services that are live or transitioning.
What is Service Catalog?
400
A _____ ____ articulates the reason for undertaking an improvement initiative along with the costs, benefits and risks.
What is a business case?
400
80% of incidents are caused by _____ management.
What is a change management?
400
This phase of the service lifestyle ensures that the service can be managed, operated and supported in accordance with the requirements and constraints specified within Service Design.
What is Service Transition?
400
This model is used to define roles and responsibilities.
What is the RACI model?
500
A service is a means of delivering ___ to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
What is value?
500
Understanding patterns of business of business activity and user profiles describes ____ management.
What is demand?
500
When a user contacts the Service Desk about slow performance of an application it is known as an ____.
What is an Incident?
500
MTBF stands for...
What is mean time between failures?
500
This addresses service quality service issues.
What is Service Improvement Plan (SIP)?