ITIL/Foundation/Overview

This lesson introduces Information Technology Infrastructure Library 2011.

Objectives and Skills

Objectives and skills for this ITIL introduction include:

• Provide a first view on Information Technology Infrastructure Library

Activities

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

Readings

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

Review Questions

Enable JavaScript to hide answers.

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

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

References

ITIL 2011 Foundation
		Certification