ITIL/Foundation/Service Management

This lesson introduces the main definitions used by both IT Service Management and Information Technology Infrastructure Library 2011.

Objectives and Skills

Objectives and skills for this IT Service management section of the ITIL foundation include:

• Define the main ITIL components.

Activities

1. Review the Service definitions sub-chapter
2. Review the Service composition sub-chapter
3. Review the Stakeholders sub-chapter
4. Review the Processes functions and roles sub-chapter
5. Review the questions below.
6. Use the Discuss page to post comments and questions regarding this lesson.

Review Questions

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Review all the ITIL definitions seen in the sub chapters previously listed:

Point added for a correct answer:
Points for an incorrect answer:
Ignore the questions' coefficients:

1 ITIL is nowadays the only one framework available for IT service management

	False.
	True.

2 What is the ITIL definition of an application

	A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
	Contributes to the delivery of a product or service to a business customer.
	Software that provides functions which are required by an IT service.
	The action of putting something into operation
	Tools or other resources used to carry out one or more processes or activities.

3 What is the ITIL definition of a best practice

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	A means of facilitating outcomes wanted by customer
	A set of capabilities providing value to customers in the form of services
	Proven activities or processes that have been successfully used by multiple organizations.
	The assurance that a product or service will meet agreed requirements.

4 What is the ITIL definition of a business case

	Ability to carry out an activity.
	Covers how the utility will be delivered in order to fit the outcome use.
	Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
	The result of carrying out an activity, following a process, or delivering an IT service etc.

5 What is the ITIL definition of a business process

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	Contributes to the delivery of a product or service to a business customer.
	It delivers the basic outcomes desired by one or more customers
	It is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
	The assurance that a product or service will meet agreed requirements.

6 What is the ITIL definition of a capability

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	A means of facilitating outcomes wanted by customer
	Proven activities or processes that have been successfully used by multiple organizations.
	Refers to the ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
	The result of carrying out an activity, following a process, or delivering an IT service etc.

7 What is the ITIL definition of a core service?

	A combination of information technology, people and processes.
	A subset of the IT infrastructure that is used for a particular purpose
	It delivers the basic outcomes desired by one or more customers
	The functionality offered by a product or service to meet a particular need.

8 What is the ITIL definition of a customer

	Someone who has to ensure the processes will be completed and will provide the results they are expected to give.
	The person or group who defines and agrees the service level targets.
	A person who may be interested in the activities, targets, resources or deliverables.
	The person who uses the IT service on a day-to-day basis

9 What is the ITIL definition of an enabling service?

	A service added to a core service to make it more attractive to the customer.
	A service needed to deliver a core service.
	Contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
	It is not directly viewed by the business, but is required by the IT service provider to deliver customer-facing services.

10 What is the ITIL definition of an enhancing service?

	A service added to a core service to make it more attractive to the customer.
	A service needed to deliver a core service.
	Contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
	It is not directly viewed by the business, but is required by the IT service provider to deliver customer-facing services.

11 What is the ITIL definition of the environment

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	A performance driven set of activities that must be able to be measured
	A subset of the IT infrastructure that is used for a particular purpose
	A team or group of people and the tools or other resources they use to carry out one or more processes or activities

12 What is the ITIL definition of a function

	A basic task of a computer, especially one that corresponds to a single instruction from the user.
	A subset of the IT infrastructure that is used for a particular purpose
	A team or group of people and the tools or other resources they use to carry out one or more processes or activities
	Proven activities or processes that have been successfully used by multiple organizations.
	The functionality offered by a product or service to meet a particular need.

13 What is the description of the infrastructure

	A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
	A set of specialized organizational capabilities for providing value to customers in the form of services.
	A team or group of people and the tools or other resources they use to carry out one or more processes or activities
	Contributes to the delivery of a product or service to a business customer.
	It is made up of a combination of information technology, people and processes.

14 What is the ITIL definition of an IT service?

	Infrastructure, people, money or anything else that might help to deliver the customer requirements.
	A set of specialized organizational capabilities for providing value to customers in the form of services.
	It is made up of a combination of information technology, people and processes.
	It is not directly viewed by the business, but is required by the provider to deliver customer-facing services.

15 What is the ITIL definition of an operational level agreement

	An agreement between an IT service provider and another part of the same organization.
	It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
	Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
	The assurance that a product or service will meet agreed requirements.

16 What is the ITIL definition of an outcome?

	A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
	A service added to a core service to make it more attractive to the customer.
	A subset of the IT infrastructure that is used for a particular purpose
	It contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
	It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
	It is based on business objectives and used to negotiate agreed service level targets.
	The functionality offered by a product or service to meet a particular need.
	The result of carrying out an activity, following a process, or delivering an IT service etc.

17 What is the ITIL definition of a procedure?

	A document containing detailed instructions that specify exactly what steps to follow to carry out an activity
	A document containing steps that specify how to achieve an activity.
	Another term for subroutine

18 What is the ITIL definition of a process?

	A means of facilitating outcomes wanted by customer
	A structured set of activities designed to accomplish a specific objective.
	An instance of a program being executed in a multitasking operating system
	The result of carrying out an activity or delivering an IT service etc.

19 What best depicts a process model?

	Define how the desired processes might be performed
	Define the levels of service being sold in plain language terms.
	Describes the service customer expectations.
	Is designed to add value for the customer and should not include unnecessary activities.
	Its logic is that, whenever resources such as money or effort are consumed, they should be in support of a specific business need.
	Presents a clear, concise and measurable description of the service provider's internal support relationships.

20 What is the ITIL definition of a RACI

	A means of delivering value to customers
	A model used to help define roles and responsibilities.
	Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
	It is made up of a combination of information technology, people and processes
	It maps out the range of skills as a two-dimensional table, by tagging each skill with a category and responsibility level.
	The result of carrying out an activity, following a process, or delivering an IT service.

21 What is the ITIL definition of a resource?

	A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	A means of facilitating outcomes wanted by customer
	A person who has an interest in an organization, project, IT service etc.
	A set of capabilities providing value to customers in the form of services
	A subset of the IT infrastructure that is used for a particular purpose
	A team or group of people and the tools or other resources they use to carry out one or more processes or activities

22 What is the ITIL definition of a role

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	A set of responsibilities, activities and authorities assigned to a person or team
	Refers to the ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.

23 What is the ITIL definition of a service?

	a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
	a performance driven set of activities that must be able to be measured
	a periodic routine inspection and maintenance
	it delivers the basic outcomes desired by one or more customers

24 What is the ITIL definition of a service design package

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
	It contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
	It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
	It is made up of a combination of information technology, people and processes.

25 What is the ITIL definition of a service level agreement

	An agreement between an IT service provider and another part of the same organization.
	It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
	Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.

26 What is the ITIL definition of a service level requirement

	Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
	It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
	It is based on business objectives and used to negotiate agreed service level targets.
	Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.

27 What is the ITIL definition of the service management

	A means of facilitating outcomes wanted by customer
	A set of specialized organizational capabilities for providing value to customers in the form of services.
	Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
	It is made up of a combination of information technology, people and processes.

28 What is the ITIL definition of a service package?

	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	A set of specialized organizational capabilities for providing value to customers in the form of services.
	It contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
	It is made up of a combination of information technology, people and processes.

29 What is the ITIL definition of a service provider

	A role responsible for managing one or more services throughout their entire lifecycle.
	A third party responsible for supplying goods or services that are required to deliver IT services.
	An organization supplying services to one or more internal customers or external customers.

30 What is the ITIL definition of a type I service provider

	A service provider that provides IT services to external customers.
	An internal service provider that is embedded within a business unit.
	An internal service provider that provides shared IT services to more than one business unit.

31 What is the ITIL definition of a type II service provider

	A service provider that provides IT services to external customers.
	An internal service provider that is embedded within a business unit.
	An internal service provider that provides shared IT services to more than one business unit.

32 What is the ITIL definition of a type III service provider

	A service provider that provides IT services to external customers.
	An internal service provider that is embedded within a business unit.
	An internal service provider that provides shared IT services to more than one business unit.

33 What is the ITIL definition of a stakeholder

	A person who has an interest in an organization, project, IT service etc.
	An organization supplying services to one or more internal customers or external customers.
	The person or group who defines and agrees the service level targets.

34 What is the ITIL definition of a supplier

	A person acting as a temporary substitute for another
	A third party responsible for supplying goods or services that are required to deliver IT services.
	An organization supplying services to one or more internal customers or external customers.
	The person or group who defines and agrees the service level targets.

35 What is the ITIL definition of a supporting service?

	A service added to a core service to make it more attractive to the customer.
	A service needed to deliver a core service.
	It is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
	It is self-contained with capabilities and resources necessary for its performance

36 What is the ITIL definition of a user

	The person or group who defines and agrees the service level targets.
	The person in charge of some of the task of a process.
	The person who uses the IT service on a day-to-day basis

37 What is the ITIL definition of an utility

	A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
	A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
	It is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
	A team or group of people and the tools or other resources they use to carry out one or more processes or activities
	Proven activities or processes that have been successfully used by multiple organizations.
	Software that provides functions which are required by an IT service.
	The functionality offered by a product or service to meet a particular need.

38 What is the ITIL definition of a warranty?

	A written guarantee promising to repair or replace if necessary what has been delivered within a specified period of time
	Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
	Refers to the ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
	The assurance that a product or service will meet agreed requirements.
	The functionality offered by a product or service to meet a particular need.

39 What is the ITIL definition of a work instruction?

	A document containing detailed instructions that specify exactly what steps to follow to carry out an activity
	A document containing steps that specify how to achieve an activity.
	Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.

40 What of the following does ITIL expect from ITSM?

	Add flexibility by splitting development and production in two separate streams.
	Facilitate relationship between business and IT services.

References

ITIL 2011 Foundation
Certification		Strategy