To define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization's business outcomes
What is purpose of Service Strategy?
100
Design IT services, together with the governing IT practices, processes and policies, to realize the service providers strategy.
What is the purpose of Service Design?
100
Build, Test, and Deploy
What is the purpose of Service Transition?
100
Any change of state that has significance for the management of a configuration item (CI)
What is Event?
100
Defines the directions, policies and rules for conducting business are common for both the business and IT
What is Governance?
200
The 3 processes found in Strategy.
What is Service Portfolio Management, Financial Management of IT Services, and Business Relationship Management?
200
The 4 things that need to be considered when designing services.
What is people, products, partners, and processes?
200
Ensure the assets required to deliver services are properly controlled.
What is purpose of Service Asset and Configuration Management?
200
Restore normal service, minimize the adverse impact and ensure the best possible levels of service quality and availability is maintained.
What is purpose of Incident Management?
200
The 3 types of service provider types.
What is Type I - internal service provider, Type II - shared services unit, Type III - external services provider?
300
Secures appropriate funding for implementation and delivery of service
What is Financial Management of IT Services?
300
The output of the Service Design lifecycle.
What is Service Design Package?
300
The body that supports the authorization of changes and to assist Change Management in the assessment, prioritization and scheduling of changes.
What is Change Advisory Board (CAB)?
300
Prevention and elimination, not restoration of service.
What is Problem Management?
300
A decision support and planning tool
What is Business Case?
400
Establish and maintain a business relationship between the service provider and customer
What is Business Relationship Management?
400
5 major aspects of Service Design.
What is STAMP? Service solutions, tools, architecture, measurements, processes.
400
Improve the quality of management decision making
What is purpose of Knowledge Management?
400
Provides the right for users to be able to use a service or group of services.
What is Access Management?
400
Set of pre-defined steps for handling a known type of event.
What is a model?
500
Ensures the right mix of services and tracks the investment of services.
What is Service Portfolio Management?
500
The 8 processes in Service Design.
What is design coordination, SLM, Service Catalog, Supplier, Security, Availability, Continuity, Capacity?
500
The 5 processes we discuss in Service Transition.
What is Transition Planning and Support, Change, Release and Deployment, SACM, Knowledge.
500
The 4 functions in Service Operations.
What is service desk, technical management, applications management, and IT Operations management?