1 Why should monitoring and measuring be used when trying to improve services?
|
|
- Lee Fletcher
- 6 years ago
- Views:
Transcription
1 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve d) To validate, assign resources, purchase technology and train people 2 The ITIL core is structured around? a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle 3 Which of the following questions is NOT answered by information in the Service Portfolio? a) How should our resources and capabilities be allocated? b) What opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models? 4 Functions are BEST described as? a) A body of knowledge b) Closed loop systems c) Self-Contained units of organisations d) Projects focusing on transformation 5 A benefit of using Service Design tools is? a) To help ensure that standards and conventions are followed b) To help ensure that Events are detected as quickly as possible c) To help enable different applications to work together d) To help implement architectures that support the business strategy Page 2
2 6 Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle? a) Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement b) Service Strategy, Service Transition, and Service Operation c) Service Operation and Continual Service Improvement d) Continual Service Improvement 7 In which core publication can you find detailed descriptions of Service Portfolio Management, Demand Management and Financial Management? a) Service Operations b) Service Strategy c) Service Transition d) Continual Service Improvement 8 Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process a) 2 only b) 1 only c) Both of the above d) Neither of the above 9 Application Management is NOT responsible for? a) Documenting and maintaining the technical skills required to manage and support applications b) Managing applications through their lifecycle c) Assisting in the decision to build or buy new software d) Developing functionality required by the business Page 3
3 10 "If something cannot be measured, it should not be documented" is a principle that applies to which of the following? a) The Glossary of Terms b) A Service Level Agreement (SLA) c) An Incident Management record d) A Configuration Item (CI) 11 Which is the first activity of the Continual Service Improvement (CSI) model? a) Assess the current business situation b) Understand the vision of the business c) Agree on priorities for improvement d) Create and verify a plan 12 Which of the following BEST describes a Workaround? a) A technician uses a pre-defined technique to restore service as this Incident has been seen before b) A technician tries several approaches to solve an Incident. One of them works, although he does not know why c) After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved d) A device works intermittently, thus allowing the user to continue working at degraded levels of performance while the technician resolves the problem 13 An Incident occurs when: 1. A user is unable to access a service during service hours 2. An authorised IT staff member is unable to access a service during service hours 3. A network segment fails and the user is not aware of any disruption to service 4. A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT? a) All of the above b) 1 and 4 only c) 2 and 3 only d) None of the above Page 4
4 14 Which of the following benefits would be LEAST useful in supporting a business case for service improvement? a) Reduced technology investment by 20% due to more accurate capacity and performance modelling processes b) Reduced support manpower demand by 30% due to automated incident and problem management processes c) Reduced level of customer complaints due to more effective Service Level Management d) Reduced Problem resolution time by half due to improved knowledge management 15 The Information Security Policy should be available to which groups of people? a) Senior Business Managers and all IT staff b) Senior Business Managers, IT Executives and the Security Manager c) All Customers, Users and IT staff d) Information Security Management staff only 16 Which of the following statements are CORRECT? 1. A Process responds to specific events 2. A process is performance driven and able to be measured a) 1 only b) Both of the above c) Neither of the above d) 2 only 17 How does an organisation use Resources and Capabilities in creating value? a) They are used to create value in the form of output for production management b) They are used to create value in the form of goods and services c) They are used to create value to the IT organisation for Service Support d) They are used to create value to the IT organisation for Service Delivery Page 5
5 18 Which of the following is the CORRECT description of the Four Ps of Service Design? a) A four step process for the design of effective service management b) A definition of the people and products required for successful design c) A set of questions that should be asked when reviewing design specifications d) The four major areas that need to be considered in the design of effective service management 19 Demand Management is used to: a) Increase customer value b) Understand patterns of business activity c) Increase the value of IT d) Align business with IT cost 20 The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximise their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve d) To define and control the components of services and infrastructure and maintain accurate configuration records 21 The objective of the Change Management process is most accurately described as? a) Ensuring that all Changes are recorded, managed, tested and implemented in a controlled manner b) Ensuring that Changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all Changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing Changes to be made Page 6
6 22 The 7 Step Improvement Process can most accurately be described as? a) The Seven P's of Continual Service Improvement (CSI) b) A service improvement methodology based on the Deming Cycle c) A set of roles and responsibilities for managing service improvements d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action 23 Which of the following statements are CORRECT? 1. Service Transition provides guidance on moving new and changed services into production 2. Service Transition provides guidance on testing 3. Service Transition provides guidance on the transfer of services to or from an external service provider a) 1 and 2 only b) 1 only c) All of the above d) 1 and 3 only 24 What is the best definition of an Incident Model? a) The template used to define the Incident logging form used to report Incidents b) A type of Incident involving a standard (or model) type of Configuration Item (CI) c) A set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that is easy to solve 25 Which of the following areas would technology help to support? 1. Self Help 2. Measurement and reporting systems 3. Release and deployment 4. Process design a) 1, 2 and 3 only b) 1, 3 and 4 only c) 2, 3 and 4 only d) All of the above Page 7
7 26 A Customer Service Catalogue should contain which? a) The version information of all software b) The organisational structure of the company c) Asset information d) Details of all operational services 27 Which of the following would NOT be stored in the Definitive Media Library (DML)? a) Master copies of software b) Backups of application data c) Software licences d) Master copies of controlled documentation 28 "Warranty of a service" means? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability, capacity, continuity and security 29 Which of the following activities are included in Access Management? 1. Verifying the identity of users requesting access to services 2. Setting the rights or privileges of systems to allow access to authorised users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to a) 2 and 4 only b) 1 and 3 only c) 2 and 3 only d) 1 and 2 only Page 8
8 30 Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources b) Insourcing relies on external organisation(s) resources; outsourcing relies on internal resources c) Insourcing relies on co-sourcing; outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning 31 Facilities Management refers to? a) The Management of IT services that are viewed as "utilities", such as printers or network access b) The Management of an outsourcing contract c) The Management of the physical IT environment such as a Data Centre d) The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure 32 Which aspect of Service Design is missing from the list below? 1. The design of services 2. The design of service management systems and tools 3. The design of technology architecture and management systems 4. The design of the processes required 5.? a) The design of functions b) The design of Service Level Agreements (SLAs) c) The design of applications d) The design of measurement systems, methods and metrics 33 Which of the following roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner a) 1 and 2 only b) 1 and 3 only c) All of the above d) 2 and 3 only Page 9
9 34 Which of the following is the most appropriate approach to carrying out Service Operations? a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure b) Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realised and the customer obtains the benefit of the services d) IT Operations does not take an internal or external view as they execute processes defined by Service Design 35 Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management 36 Which activities would you expect a Service Owner to undertake? 1. Representing a specific service across the organisation 2. Updating the Configuration Management Data Base (CMDB) after a change 3. Helping to identify service improvements 4. Representing a specific service in Change Advisory Board (CAB) meetings a) 1, 2 and 4 only b) All of the above c) 1 and 4 only d) 1, 3 and 4 only Page 10
10 37 Which of the following are aims of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services, operations and support 4. To provide cost justifiable IT capacity that is matched to the needs of the business a) 1, 2 and 3 only b) All of the above c) 1 and 3 only d) 1, 3 and 4 only 38 Which of the following statements is always CORRECT about 'good practice'? a) It must be adopted by all organisations b) It is something that is in wide industry use c) It is documented in international standards d) It is based on ITIL 39 What is the purpose of the Request Fulfilment Process? a) Dealing with Service Requests from the users b) Making sure all requests within an IT organisation are fulfilled c) Ensuring fulfilment of Change Requests d) Making sure the Service Level Agreement (SLA) is met 40 A Process Owner is responsible for which of the following? a) Purchasing tools to support the process b) Ensuring that targets specified in a Service Level Agreement (SLA) are met c) Carrying out activities defined in the process d) Monitoring and improving the process Page 11
11 ANSWER SHEET Q A Syllabus Ref Q A Syllabus Ref 1 A A C D B C C C A D D D B B B D D D B A B C A D A C C B C B B D B A D B B A D D Page 1
12
The ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL Foundation Examination Sample Paper A, version 5.1
The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Free ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 4 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service is not very
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service Level Package
Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
ITIL Foundation mock exam 1 1. The Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPI) 3. Improve the process 4. Perform
ITIL V3 Foundation Certification - Sample Exam 1
ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of
Roles within ITIL V3. Contents
Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for
Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
The ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
Service Transition. ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1
Service Transition ITIL is a registered trade mark of AXELOS Limited.. The Swirl logo is a trade mark of AXELOS Limited.. 1 Lesson Objectives Service Transition - Introduction - Purpose and Objectives
Terms of Use - The Official ITIL Accreditor Sample Examination Papers
ITIL Sample Papers Terms of Use - The Official ITIL Accreditor Sample Examination Papers Please note that by downloading and/or using this document, you have agreed accepted to comply with the terms of
Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service
ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,
1. Which of the following best means Combination of Internal & External Sourcing? 3. Which of the following CANNOT be stored and managed by a tool?
ITIL PRACTICE PAPER 1. Which of the following best means Combination of Internal & External Sourcing? A. Internal Sourcing-. B. External Sourcing C. Co-Sourcing D. Managed Services 2. Major Incidents require?
Course # 55011A. The ITIL Foundation Certificate in IT Service Management
Course # 55011A The ITIL Foundation Certificate in IT Service Management Course Outline Module 1: Introduction Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes
ITIL Foundation for IT Service Management 2011 Edition
ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering
Hong Kong Information Security Group TRAINING AGENDA
TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of
Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335
itil.org Service Management Essentials ITIL V3 Study Guide v1.0.0 Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box 940314 Amman 11194 Jordan Telephone: +962-65007335 Fax: +962-65007300 Email: info@saadehgroup.com
The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered trade mark of the Cabinet Office
Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management SYLLABUS The Swirl logo is a trade mark of the Cabinet Office ITIL is a registered
Trainning Education Services Av. Paulista, 777-15º andar SP Tel/Fax: 55+ (11) 3323-1676 www.trainning.com.br comercial@trainning.com.
Simulados ITIL Question 1 Which of the following is a Service desk activity? A) functioning as the first point of contact for the customer B) investigating the cause of disruptions for the customer C)
ITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting
ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary
EXIN IT Service Management Foundation based on ISO/IEC 20000
Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing
ITIL v3. Service Management
ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform
Integrating Project Management and Service Management
Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming
ITIL Service Lifecycle Stream
ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition
Service Management. A framework for providing worlds class IT services
Service Management A framework for providing worlds class IT services Barry Corless MISM Slide - 1 Copyright Remarc Technologies Ltd, 2007 These course notes were produced by Remarc Service Management,
How To Compare Itil To Togaf
ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service
About this guide. 4 The syllabus requires knowledge of this topic. 4. 8 This is material that may be of interest to the reader but is
About this guide This guide provides a quick reference to the ITIL framework for good practice in. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable
John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes
John Kacmarynski TLG Learning ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and es What is not defined cannot be controlled What is not controlled cannot be measured
White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.
White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed
ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor
ISO/IEC 20000 ITIL Service Management V.2 V s V.3 Project ACE Andy Evans Programme Director and Strategic Programme Advisor Introduction Andy Evans 7 years with the Global Brand Leader in IT Service Management
HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal
Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
ITIL V3 Over View ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
IT Organisation in Change
IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?
ITIL Foundation Certification Program 3 / 3.5 Days
ITIL Foundation Certification Program 3 / 3.5 Days Course Overview ITIL is a set of best practices guidance that has become a worldwideadopted framework for Information Technology Service Management (ITSM)
ITIL Introducing service transition
ITIL Introducing service transition The goals of service transition Aligning the new or changed service with the organisational requirements and organisational operations Plan and manage the capacity and
INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly?
http://www.tutorialspoint.com/itil/interview.htm INTERVIEW QUESTIONS Copyright tutorialspoint.com Que: Which process is responsible for ensuring that the CMDB has been updated correctly? Release Management
ITIL Foundation Exam Study Guide
Brochure More information from http://www.researchandmarkets.com/reports/2246184/ ITIL Foundation Exam Study Guide Description: Everything you need to prepare for the ITIL exam Accredited to 2011 syllabus
Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies
Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management
Creating and Maturing a Service Catalog
Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting
EDUCORE ITIL FOUNDATION TRAINING
EDUCORE ITIL FOUNDATION TRAINING Professional Qualifications for ITIL PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service Management Overview The purpose of the ITIL Foundation
ITIL - QUICK REFERENCE GUIDE
http://www.tutorialspoint.com/itil/itil_quick_guide.htm ITIL - QUICK REFERENCE GUIDE Copyright tutorialspoint.com ITIL Overview ITIL is a framework providing best practice guidelines on all aspects of
An Implementation Roadmap
An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda
Overview of Service Support & Service
Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial
This volume is related to the topics of IT Governance and IT Portfolio Management.
ITIL Key Principles and Models This unit is aiming to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within
An ITIL Perspective for Storage Resource Management
An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage
SERV SER ICE DE SIGN
SERVICE DESIGN Service Design Set of specialized organizational capabilities for providing value to customers in the form of services SOURCE: ITIL Service Design Publication, p. 11 Service Design Goals
The safer, easier way to help you pass any IT exams. ITIL Foundation v.3. Title : Version : Demo 1 / 5
Exam : ITIL Title : ITIL Foundation v.3 Version : Demo 1 / 5 1.Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the service desk for service requests B.
ISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT. Guidelines for candidates who are taking the ICT Infrastructure Examination
ISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT Guidelines for candidates who are taking the ICT Infrastructure Examination This qualification is based on ITIL Infrastructure Management as
Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0
Service Support Configuration Management ITIL Configuration Management - 1 Goals of Configuration Management The goals of Configuration Management are to: Account for all the IT assets and configurations
Real World Proactive ITIL Continuous Improvement Practices Part 1. Mickey Nakamura
Real World Proactive ITIL Continuous Improvement Practices Part 1 Mickey Nakamura Part 1 Topics Mickey Nakamura Purpose of Today s Discussion Benefits of Proactive Continuous Improvement Lifecycle Approach
Service Improvement. Part 3 The Strategic View. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil
Service Improvement Part 3 The Strategic View Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Management House Customers Avail. Mgmt Capacity Mgmt Service Level Mgmt Continuity Mgmt Financial
ITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition
Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert
ITIL V3 Application Support Volume 1
ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain
ITIL A guide to service asset and configuration management
ITIL A guide to service asset and configuration management The goal of service asset and configuration management The goals of configuration management are to: Support many of the ITIL processes by providing
The Official ITIL v3 Foundation Study Aid Glossary of Terms and Definitions
The Official ITIL v3 Foundation Study Aid Glossary of Terms and s V1.0, November 2007 Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley
Ubertas Cloud Services: Service Definition
Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud
ITIL Essentials Study Guide
ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:
Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
Release & Deployment Management
1. Does the tool facilitate the management of the full lifecycle of Release and Deployment Management? For example, planning, building, testing, quality assurance, scheduling and deployment? Comments:
Exin ITIL. ITIL Foundation v.3. Version: 15.0. http://www.maitiku.com QQ:860424807
Exin ITIL ITIL Foundation v.3 Version: 15.0 Topic 1, Volume A QUESTION NO: 1 Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the service desk for service
Glossary of Terms and Definitions
Glossary of s and s ITIL V3 Glossary, v01, 30 May 2007 Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley Hanna of Hewlett-Packard in the
ITIL V3 differences from V2
ITIL V3 differences from V2 Stuart Rance FISM, CISSP 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda Overall differences Brief
ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon
ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon Executive Summary: This document is seven pages. Page one is informational/background only. What follows over the next six pages are
Problem Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
How To Create A Help Desk For A System Center System Manager
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
ITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
No Surprises! The Support Center s Role in Successful Change and Release Management
No Surprises! The Support Center s Role in Successful Change and Release Management How Change Impacts the Support Center Increased: Contact volume Stress Support costs Decreased: Customer satisfaction
Service Asset & Configuration Management PinkVERIFY
-11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to
What s New In ITIL V3?
What s New In ITIL V3? George Spalding VP, Global Events Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices The ITIL Books (V2) T h e B u s i n e s s Planning To Implement Service
ITIL v3 (Lecture II) Service Management as a Practice
ITIL v3 (Lecture II) as a Practice 1 Processes Availability mgmt Knowledge mgmt Service cont mgmt Evaluation Supplier mgmt Validation & Testing Access mgmt Financial mgmt Info security mgmt Release & Deploy
Design Ideas. LANDesk Service Desk Suite
Design Ideas LANDesk Service Desk Suite LANDESK SERVICE DESK SUITE DESIGN IDEAS This document contains information that is the proprietary and confidential property of LANDesk Software, Inc. and/or its
Y AR ISSUE COMPLIMENT
COMPLIMENTARY ISSUE The IT Infrastructure Library An Introductory Overview of ITIL Version 1.0a Written by: Colin Rudd items Ltd Contributor: Gary Hodgkiss CGE&Y Edited by: Alison Cartlidge Xansa Published
ITIL A guide to release and deployment management
ITIL A guide to release and deployment management The goal of release and deployment management Release and deployment management aims to build, test and deliver services to the customers specified by
ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions
Page 1 of 15 Sample ITIL version 3 Foundation Examination Instructions 40 questions should be attempted. There are no trick questions. You have 60 minutes to complete this paper. Candidates sitting the
Configuration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer
Configuration Management Why we should care! Anne-Rose Suriel Senior Systems Engineer Agenda 1. Introduction to Configuration Management 2. Importance of Configuration Management 3. Should we care? 4.
CONFIGURATION MANAGEMENT
CONFIGURATION MANAGEMENT NOT HOW LOW, BUT HOW HIGH, AND WHY Matthew Burrows BSMimpact 1 BUSINESS SERVICE MANAGEMENT (BSM) Business Service (BSM) An approach to the management of IT Services that considers
Release and Deployment Management Software
( Bron: ITG, Integration Technologies Group; zie ook blz 13) (Service Transition) Release and Deployment Management Software 1. Does the tool facilitate the management of the full lifecycle of Release
ITIL glossary and abbreviations. English
ITIL glossary and abbreviations English This glossary may be freely downloaded. See www.itil-officialsite.com/internationalactivities/translatedglossaries.aspx for details of licence terms. AXELOS Limited
ICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen
ICTEC IT Services Issues 3.4.2008 IT Services? IT Services include (for example) Consulting, IT Strategy, IT Architecture, Process, Software Software development, deployment, maintenance, operation, Custom
Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL
1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But
ITIL glossary and abbreviations. English
ITIL glossary and abbreviations English 1 Acknowledgements We would like to thank Ashley Hanna (HP) and Stuart Rance (HP) who produced the original ITIL glossary in English in May 2007, and to Ashley Hanna
What are metrics? Why use metrics?
What are metrics? A business metric is any type of measurement used to gauge some quantifiable component of a company's performance, such as return on investment (ROI), employee and customer churn rates,
Glossary of Terms, Definitions and Acronyms
Acceptance to Acceptance Glossary of s, s and Acronyms V3, 30 May 2007 Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley Hanna of Hewlett-Packard
Information Technology Infrastructure Library -ITIL. IT Governance CEN 667
Information Technology Infrastructure Library -ITIL IT Governance CEN 667 1 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO 27000 series
MODULE CURRICULUM DOCUMENT
MODULE CURRICULUM DOCUMENT ITIL FOUNDATION (C383) Approved by: Boo Chong-han Director, School of Infocomm Date of Approval: 20 March 2015 Submitted by: Anne Tan Module Chair Effective Date: AY2015 Semester