This is the last part of the ITIL 2011 Foundation Flashcards series. It is going to be a little longer than the previous ITIL posts, but hang with me.
To see the answer, highlight the text after the “A:” letter
Q: Which entity creates Change Proposal?
A: the Change Proposal is created by the Service Portoflio Mgmt and is handed to Change Mgmt for authorization. Once authorized, the Service Porfolio Mgmt issues a service Charter.
Q: Management of the Underpinning Contracts is the responsibility of which process?
A: Supplier Mgmt.
Q: What is the output of Service Transition?
A: Service Transition Package STP.
Q: A process KPIs are also called…?
Q: Change vs Change Proposal?
A: change is the act of adding or modifying a new or changing service. Change proposal is a document that details the change to be made.
Q: true/false: Design coordination coordinates activities for the overall Service Design lifecycle or for individual designs.
Q: true/false: Change Review, which is part of the CAB agenda, includes reviewing both failed and successful changes.
Q: true/false: emergency changes have their own change models.
Q: true/false: Change Models contain complaints procedures.
Q: True/false: a Process is triggered by an event.
Q: true/false: a Process has functions that define the organization.
A: false. The process may have functions and associated roles and responsibilities, but it does not define the organization.
Q: What’s the relationship between Change Mgmt and SACM?
A: Change Mgmt updates the CMS items when the change is authorized.
Q: True/false: incidents are only those reported by phone to the Service Desk.
A: false. Any incident reported by any source (users, technicians, monitoring tools…) is an incident.
Q: True/false: Standard changes are performed by Service Desk
Q: What’s the difference and similarity between Service Investments Analysis and Service Valuation?
- Both are activities of Financial Mgmt
- Service Valuation: measurement of the total cost of providing an IT service to the business and measurement of the value to business, derived from this service.
- Service Investment Analysis SIA: is the analysis of the cost of delivering the IT service.
Q: true/false: KEDB can be consulted by Incident Mgmt
Q: What are the types of Service providers? (aka Business Models)
- Internal Service Provider
- External Service Provider
- Shared Service Provider
Q: What are the types of events in Service Operation book?
A: Information, Warning, Exception.
Q: From the perspective of Availability Mgmt, what are the levels of availability?
- service availability: concerned with the end-to-end availability of the service, and what the impact of a component failure has on its availability
- component availability
Q: true/false: proprietary knowledge is hard to adapt and reuse
Q: What’s in a CAB agenda?
- RFC evaluation (normal changes) sorted by priority,
- change schedules,
- unauthorized changes
- backed-out changes,
- failed changes,
- change reviews.