ITIL Introduction

Question 1

ITIL characteristics

Answer 1

• Vendor-Neutral
• Non-Prescriptive
• Best Practice

Question 2

Effectiveness

Answer 2

Ability to meet quality requirements

Question 3

Efficiency

Answer 3

Ability to meet cost and time requirements

Question 4

ITIL Philosophy

Answer 4

best practice structures with room for self-improvement

Question 5

Functions

Answer 5

Organizational unites specialized to carry out one or more processes or activities and are responsible for specific outcomes

Question 6

Processes

Answer 6

create value for stakeholders through, coordinated sets of activities designed to accomplish a specific objective 
•	Measurable
•	Specific results
•	Customers
•	Respond to specific events

Question 7

Services

Answer 7

Means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks
• Internal services have to be linked to external services before their contribution to business outcomes can be understood and measured

Question 8

Core, enabling, and enhancing services

Answer 8

• Core – the primary outcome(s) and value that customers want
• Enabling – Necessary for customers to use the core services, taken for granted
• Enhancing Service – provide the differentiation itself – the ‘excitement factor’
o Tend to drift over time to be subsumed into core or enabling services, become expected

Question 9

Service value: utility and warranty

Answer 9

• Utility - The functionality offered by a product or service to meet a particular need
• Warranty – the assurance that a product or service will meet its agreed requirements

Question 10

Service assets: resources and capabilities

Answer 10

• Anything that could contribute to the delivery of a service

Question 11

Stakeholders

Answer 11

• Have an interest in an organization
• Includes suppliers
• Internal – functions, groups, and teams
• External – Customers, users, suppliers

Question 12

Service Providers

Answer 12

• An organization supplying services to one or more internal customers or external customers
• Type 1 – Internal Service Provider – Business functions embedded within the business units they serve
• Type 2 – Shared Services Unit – Business functions that are consolidated and then shared among several business units they serve
• Type 3 – External Service Provider – Business external to the organization

Question 13

Customers

Answer 13

• Internal and External
• Must be provided with agreed level of service, with the same levels of customer service
• They are not the same

Question 14

RACI

Answer 14

Responsible – The person or people responsible for getting the job done.
Accountable – The person who has ownership of quality and the end result. Only one person can be accountable for each task.
Consulted – The people who are consulted and whose opinions are sought.
Informed – The people who are kept up to date on progress.

Question 15

Service Owner

Answer 15

• Accountable for a specific service within an organization
• Represents the service
• Understanding the service

Question 16

Process Owner

Answer 16

• Accountable for ensuring that a process is fit for purpose
• Defining, evaluating, maintaining, strategy
• Auditing

Question 17

Process Manager

Answer 17

• Accountable for operational management of a process

* Work with process owner to plan/coordinate all process activities

Question 18

Process Practitioner

Answer 18

• Responsible for carrying out one or more process activities