ITIL/Foundation/Overview

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This lesson introduces Information Technology Infrastructure Library 2011.

Nuvola apps package utilities.png Objectives and Skills[edit]

Objectives and skills for this ITIL introduction include:

  • Provide a first view on Information Technology Infrastructure Library

Nuvola apps korganizer.svg Activities[edit]

  1. Review the readings, then the questions below.
  2. Use the Discuss page to post comments and questions regarding this lesson.

Nuvola apps bookcase.svg Readings[edit]

  1. Read Wikipedia: Information Technology Infrastructure Library introduction
  2. Read Wikipedia: Information Technology Infrastructure Library, History chapter
  3. Read Wikipedia: Information Technology Infrastructure Library, Overview of ITIL 2007 Edition chapter

Nuvola apps package editors.png Review Questions[edit]

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1

What was the first ITIL release initial goals?

Enhance IT services quality.
Facilitate the creation of interoperable management products.
Help the financial audit community better manoeuvre in IT-related environments.

2

Select which definitions fit ITIL ?

A set of practices for IT service management that focuses on aligning IT services with the needs of business.
A standard that has to be followed.
An international standard for IT service management.
Refers to the implementation and management of quality information technology services.
Something independent of any vendor or supplier.

3

Who is nowadays owning ITIL ?

The British Office of Government Commerce
The Government of the United Kingdom
The IT Service Management Forum
The owner of ISO/IEC 20000

4

In which decade appears the first ITIL version?

1970s
1980s
1990s
2000s

5

Complete the following sentence with the correct values.

ITIL 2011 contains

core volumes and covers

processes.

6

Select which of the following definition best fits continual service improvement

Achieve the delivery of agreed levels of services both to end-users and the customers.
Clarify and prioritise service-provider investments in services.
Deliver services required by a business into live/operational use.
Encompass all elements relevant to technology service delivery.
Identify and implement improvements to the IT services that support the business processes.

7

Select which of the following definition best fits service design

Achieve the delivery of agreed levels of services both to end-users and the customers.
Clarify and prioritise service-provider investments in services.
Deliver services required by a business into live/operational use.
Encompass all elements relevant to technology service delivery.
Identify and implement improvements to the IT services that support the business processes.

8

Select which of the following definition best fits service strategy

Achieve the delivery of agreed levels of services both to end-users and the customers.
Clarify and prioritise service-provider investments in services.
Deliver services required by a business into live/operational use.
Encompass all elements relevant to technology service delivery.
Identify and implement improvements to the IT services that support the business processes.

9

Select which of the following definition best fits service operation

Achieve the delivery of agreed levels of services both to end-users and the customers.
Clarify and prioritise service-provider investments in services.
Deliver services required by a business into live/operational use.
Encompass all elements relevant to technology service delivery.
Identify and implement improvements to the IT services that support the business processes.

10

Select which of the following definition best fits service transition

Achieve the delivery of agreed levels of services both to end-users and the customers.
Clarify and prioritise service-provider investments in services.
Deliver services required by a business into live/operational use.
Encompass all elements relevant to technology service delivery.
Identify and implement improvements to the IT services that support the business processes.

11

Set the correct order number (from 1 to 5) of the five ITIL Core volumes

Continual Service Improvement

Service Design

Service Operation

Service Strategy

Service Transition

12

To what service lifecycle apply the following goals?

Cont. serv.
improvement
Design Operation Strategy Transition
Assess customers and market place needs.
Build and deploy new services.
Carry out routine tasks.
Determine what capabilities need to be developed.
Ensure changes to services and Service Management processes are properly carried out.
Ensure the service is properly delivered.
Fix services problems.
Fulfilling user request.
Use Quality management methods to gather lessons learned.

13

Who owns the following roles?

APM group The cabinet office The Stationery Office
Accredit and audit any examination institute and training organisation.
Create, maintain and deliver the ITIL qualification scheme.
Release all official ITIL publications.
Retain the rights of all intellectual property, copyrights and trademarks related to ITIL
Set up the standards and syllabuses which any delivering examination institute must adhere to.

14

In which phase are we making policies and setting objectives?

Continual Service Improvement.
Service Design.
Service Operation.
Service Strategy.
Service Transition.

15

Which lifecycle phase interacts directly with all the others?

Continual Service Improvement.
Service Design.
Service Operation.
Service Strategy.
Service Transition.

16

Once design steps begin, it is too late to think about strategy

False
True

17

What practices are covered by ITIL?

Check periodically the efficiency of the services
Ensure to use the last up to date technology available on the market

18

What lifecycle is often associated with the Plan Do Check Act method?

Continual Service Improvement.
Service Design.
Service Operation.
Service Strategy.
Service Transition.

19

In which part of ITIL the following topics are covered?

Cont. serv.
improvement
Design Operation Strategy Transition
Addresses how a planned service solution interacts with the larger business and technical environments
Balance between service reliability and cost
Develop the business-case
Define the service assets
Define the service management systems required to support the planned service solution
Define the service provider types
Define the supply chain required to support the planned service solution
Define the technology and architecture required to support the planned service solution
Monitor the problems
Perform a market analysis


Nuvola filesystems folder orange.png References[edit]

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ITIL 2011 Foundation
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