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Foundation Bridge EA

Foundation Bridge EA

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  • Foreword
  • 3 ITIL® v3 Certification Pathway
  • 4 Exam Specifics
  • 5 Exam Prerequisites
  • 6 Exam Hints
  • 7 The Art of Service Objective Tree
  • 8 Study Notes
  • 9 IT Service Management
  • 10 ITIL ® v3 Service Lifecycle
  • 11 Service Strategy
  • 12 Service Portfolio Management
  • 13 Demand Management
  • 14 Service Design
  • 15 Supplier Management
  • 16 Service Catalog Management
  • 17 Capacity Management
  • 18 Availability Management
  • 19 IT Service Continuity Management
  • 20 Information Security Management
  • 21 Service Transition
  • 22 Knowledge Management
  • 23 Service Asset and Configuration Management
  • 24 Change Management
  • 25 Release and Deployment Management
  • 26 Service Validation and Testing
  • 27 Service Operation
  • 28 Service Desk Function
  • 29 Technical Management Function
  • 30 IT Operations Management Function
  • 31 Application Management Function
  • 32 Event Management
  • 33 Problem Management
  • 34 Request Fulfilment
  • 35 Access Management
  • 36 Continual Service Improvement
  • 37 Service Measurement and Reporting
  • 38 Continual Service Improvement Process
  • 39 Practice Exam Questions
  • 40 Answers
  • 42 Glossary
  • 43 References

ITIL V3 Foundation Bridge Certification Exam Preparation Course in a Book for Passing the ITIL V3 Foundation Bridge Exam:
The 'How to Pass on Your First Try' Certification Study Guide

Notice of Rights: Copyright © The Art of Service. All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability: The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks: Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S. Patent and Trademark Office.

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The Art of Service is an Accredited Training Organization for this program and has been training this course for more than 8 years. However. the study notes and sample exam questions in this book will allow you to more easily prepare for an APMG ITIL ® Foundation exam. This book is not a replacement for completing the course.theartofservice. The strategies and content in this book is a result of experience and understanding of the ITIL® Foundation Program. The Art of Service http://www. While it is not possible to pre-empt every question and content that MAY be asked in the Foundation Bridging exams. and the exam requirements. This is a study aid to assist those who have completed an accredited course and preparing for the exam.Foreword This Exam Preparation book is intended for those preparing for the ITIL® V3 Foundation Bridging Exam. the more prepared you will be. These overviews are designed to help you to reference the knowledge gained through the course. This Book covers the main concepts of IT Service Management. Do not underestimate the value of your own notes and study aids. Only the new V3 content is covered in this exam preparation guide. we are unable to provide actual APMG Exams. Due to licensing rights.com/ . Ivanka Menken Executive Director. If the V2 process has not changed in V3 – it will not be covered or mentioned in this book. Each Process contains a summarized overview of key knowledge for the Foundation Bridging Exam. each phase and process in the Service Lifecycle and is followed by a Practice Exam (created by The Art of Service). The more you have.

............................................................................................. 17 Demand Management ............ 47 Copyright The Art of Service 2 ............... 21 Service Catalog Management............................................... 2 ITIL® v3 Certification Pathway................................ 5 Exam Prerequisites........................... 14 Service Strategy ........................................................................... 15 Service Portfolio Management.............................................. 32 Release and Deployment Management......................................................................... 19 Supplier Management.................. 24 Availability Management ............................... 27 Service Transition .......................... 41 Application Management Function.................................... 46 Continual Service Improvement.................................. 6 The Art of Service Objective Tree............................................... 38 Technical Management Function................................................................................................................................. 25 IT Service Continuity Management ............................................................................................................................................. 26 Information Security Management ........ 44 Request Fulfilment ................................... 31 Change Management ............................................................... 36 Service Operation .............................................................................................. 1 Table of Contents.................................................................................... 18 Service Design.......................... 29 Knowledge Management ................... 34 Service Validation and Testing ......................................................................... 30 Service Asset and Configuration Management........................................................................... 42 Event Management...........................................................................................2 Table of Contents 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 Foreword................................................................ 5 Exam Hints .......................................................................... 37 Service Desk Function ................................... 9 Study Notes ................................... 43 Problem Management...... 45 Access Management ............................... 10 IT Service Management.................................................. 4 Exam Specifics ............... 23 Capacity Management ............................................ 11 ITIL ® v3 Service Lifecycle ..................... 40 IT Operations Management Function................................................

........ Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks.......... and the publisher was aware of a trademark claim. is intended to convey endorsement or other affiliation with this book.................................. photocopying............. 50 Answers . 78 Glossary....... No such use...................................................... or otherwise................. Notice of Liability The information in this book is distributed on an “As Is” basis without warranty.............. No part of this book may be reproduced or transmitted in any form by any means.................................. 49 Practice Exam Questions............................................................. While every precaution has been taken in the preparation of the book.......................... or the use of any trade name...... mechanical............. 48 Continual Service Improvement Process .......... 3 Copyright The Art of Service ..... 80 References ... recording...... without the prior written permission of the publisher.................... electronic... Where those designations appear in this book........ 77 ACRONYMS ................................................... neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it....37 38 39 40 41 42 43 Service Measurement and Reporting....... 83 Notice of Rights All rights reserved.... the designations appear as requested by the owner of the trademark..... All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark..

Copyright The Art of Service 4 . you are required to gain a minimum of 22 points by completing various ITIL® v3 programs: o You must complete the v3 Foundation Program (2 points) o You must complete the Managing Across the Lifecycle Program (5 points) o The remaining 15 points must come from The Intermediate Stream (Capability and Lifecycle Programs) (The numbers on each program indicate the points value. a new certification path was also released.) It is yet to be finalized how the “Advanced Level” can be achieved. To achieve Expert status. The figure below demonstrates the possible pathways that you could take to achieve the Expert status. ending in the possible attainment of “Expert Status”. This new path encompasses all the new v3 Programs. but is expected to be based on demonstration of practical experience in ITIL and IT Service Management.3 ITIL® v3 Certification Pathway Since the launch of ITIL v3 in July 2007.

(Please check with your Accredited Examination Centre for more information on this). 5 Exam Prerequisites Accredited Foundation training is strongly recommended but not a Prerequisite. It is possible to do a paper based or a web based exam.4 Exam Specifics The APMG ITIL® v3 Foundation Bridging exam is: o Multiple choice exam o 30 minutes in length o 20 questions o Pass mark is 13/20 or 65% o Closed book exam o Only 1 answer out of 4 possible answers is correct. 5 Copyright The Art of Service .

generally 1/3 of the questions are basic content – memorizing definitions and terminology… 1/3 tests your understanding of the concepts. However to help you maximize your understanding of the exam process. you can pass the exam. with a reasonable amount of study. So.Ignore the singular or plural use of words. You need 13/20 to pass. If you break down the style of questions. o Plural schmural…. SD. with 4 possible answers. . Because the answer selections may contain answers which has 1 answer (eg Service Strategy). To an extent they are correct… IF you have done your study and understand the concepts you should get through the exam. activity/activities Copyright The Art of Service 6 .6 Exam Hints WE STRONGLY ADVISE THAT YOU REVIEW YOUR ITIL V2 FOUNDATION MATERIAL. APMG says that there are “no trick” questions. Identify the key words and use this to select your answer. The remaining 1/3 of the questions are aimed much more at a synthesis/application level to really test your understanding. these are some important hints that I have learnt and teach my students when preparing for the exam: o The most obvious is “read the question carefully”. EVEN THOUGH V2 CONTENT MAY NOT BE COVERED IN YOUR TRAINING PROGRAM THEY MAY ASK YOU QUESTIONS RELATED TO V2 PROCESSES! (and as such we have included a whole range of practice exam questions) As stated earlier – there are 20 multiple-choice questions. They are very specific about the wording of the question and what it is they are wanting. or more than 1 (eg SS. ST). To maintain ambiguity so as not to “give the answer away” they will mix and match the singular/plural…… eg is/are.

Which are relevant/correct for the question.a. When you see these.4…. X if you don’t. The word “primary” implies that the answer will be just “one” process. phase will do “it”. whatever. “All…every” .b. “Primary” – APMG likes to use this word. try and identify which contains more. it is likely that there will be more than 1 answer that is correct… you need to choose the “more/most correct”. b) 1. Therefore to help us deliver IT. If you see a response/question which contains either of these 2 words. – APMG likes to use the “which is correct…. When you get down to 2 possible responses. Look for the “allencompassing” answer. And the answer response will be for example – a) -1.o 1.More and more questions are appearing in the mock exams which seem to have the structure of consider the following (4) statements. I advise you physically mark these on the exam paper. You should have time. you need to consider these to apply to….These 2 words seems to trip my participants more than any other.ALL/EVERY possible scenario.c. If you are stuck – leave it and go back to the question at the end.d… . technology should help us as much as possible… o o o o o 7 Copyright The Art of Service .3. It is unlikely that primary means that more than 1 process.2. “Technology” – if you have a question that asks what would technology help? Everything (except wisdom)!!!! – We are in IT.4 c) all the above …and so on. and not just those related to the question. The strategy to answering these is to look at each statement. Eg . but not all encompassing).” type questions.2. or conversely which might only be “part” right (might be activities of that process. Then match your selections to the answer. tick if you agree. phase.availability management is responsible for ALL targets in SLA… NO – because there are many more targets in an SLA than just availability targets… be careful! Correct vs more Correct….

the focus of the course and exam is an awareness level. o Copyright The Art of Service 8 . Remember – at this level. with a basic understanding of the concepts and terminology of the ITIL v3 Service Lifecycle.o “Tools” – same as technology – Tools are there to make our job easier and to ensure consistency and repeatability as well as ensuring standards and conventions are followed – so it would make sense that Tools could help all of the above….

Once you get to the bottom.7 The Art of Service Objective Tree This Objective Tree is a very useful tool for understanding and “tunneling” down into how ITSM can contribute to achieving a corporate objective. This helps us to better understand how the Service Lifecycle can contribute to achieving the Business objectives The aim of the Objective tree is to walk down the tree to understand HOW each level of the organization is assisted in achieving their objective by receiving support from the level below. you then walk back up the tree. giving example of WHY each would be of benefit to the one above in achieving its objectives. ITIL contributes in the darker IT aspects in providing quality IT Service Management 9 Copyright The Art of Service .

8 Study Notes The following Study notes are broken down into the following topics: o Service Management as a concept and relevant terminology o ITIL Service Lifecycle as a concept and relevant terminology o Service Strategy Phase and relevant processes o Service Design Phase and relevant processes o Service Transition Phase and relevant processes o Service Operation Phase and relevant functions and processes o Continual Service Improvement Phase and relevant processes Again these study notes are not intended to replace an accredited ITIL Foundation Program. Copyright The Art of Service 10 . These notes are supplementary and may not include EVERY concept that may be tested.

1. Characteristics of every process include: •They are measurable.1. 9. Service Process: a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.2 o o o o 9. The added value to ITSM is that is business aligned and maintains a holistic Service Lifecycle approach. A process owner is responsible for improvements to their process and ensuring that the process is fit for the desired purpose. process driven management of quality IT Services. Example: The owner for the Availability Management Process 11 Copyright The Art of Service .3 Four Perspectives of ITSM (as found in Service Design Phase): People Partners Process Products Process vs. •They deliver specific results •They deliver outcomes to customers or stakeholders •They respond to specific events (triggers) Service: a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks. They are accountable for the outputs of that process.1 Basic Concepts: 9.9 IT Service Management 9.1.1 ITSM is the effective and efficient.

even if they might not do it themselves). R – Responsibility (actually does the work for that activity but is responsible to the function or position that has an “A” against it. The process owner and service owner are accountable for the process or service under their care. eg Process Owner C – Consult (advice / guidance / information can be gained from this function or position prior to the action taking place).A service owner is accountable for the delivery of a specific IT Service and is responsible for continual improvement and management of change affecting Services under their care. I – Inform (the function or position that is told about the event after it has happened).1. However they may not be responsible for performing many of the actual activities required for the process or service.) eg Process manager A – Accountability (is made accountable for ensuring that the action takes place. General Rules •Only 1 “A” per Row (ensures accountability. A Process Manager is responsible for the operational (daily) management of a process. Example: The owner of the Payroll Service.4 RACI Model The RACI model helps show how a process actually does work end to end across several functional groups by defining roles and responsibilities. more than one “A” would confuse this) •At least 1 “R” per Row (shows that actions are taking place) 9.1. There may be several Managers for the one process. 9.5 Service Provider Types o Internal Service Provider o Shared Service Provider o External Service Provider Copyright The Art of Service 12 . as well as organizational structure.

Resources: A generic term that includes IT Infrastructure. test.1. filing cabinets. people. Resources are also considered to be tangible assets of an organization. money or anything else that might help to deliver an IT service. User: An organization’s staff member/employee who “uses” the IT service System: refers to a range of repositories for storing and accessing information – can include databases. Capabilities: The functions and processes utilized to manage services. but must be developed and matured over time. monitor.6 Roles: There are many roles associated with ITIL processes. 9. eg Service Design Manager. facilities. Customer: refers to the person who “pays” for the service. or has the authority to request a service. software. storage cupboards etc 13 Copyright The Art of Service . deliver.9. Each process should have a Process Manager eg Incident Manager. control and support IT Services ITSM: A set of specialized organizational capabilities for providing value to customers in the form of services. networks. Capabilities are intangible assets of an organization and cannot be purchased. Good Practice: (also referred to as Best Practice) That which is successful in “wide industry use” Functions: A team or group of people and the tools they use to carry out one or more Processes or Activities. Functions provide units of organization responsible for specific outcomes. services and support elements that are required to develop.2 Key Terms: IT Infrastructure: all the hardware. It is also reasonable for each Phase to have a Manager.

Copyright The Art of Service 14 . no longer does ITIL just answer the how questions. capacity and continuity? By first asking these questions it enables a service provider to provide overall strategic objectives for the IT organization. which will then be used to direct how services are designed. transitioned. but also why?’ ‘ •Why does a customer need this service? •Why should the customer purchase services from us? •Why should we provide (x) levels of availability.10 ITIL ® v3 Service Lifecycle Version 3 maintains a holistic view covering the entire lifecycle of a service. supported and improved in order to deliver maximum value to customers and stakeholders.

Service Strategy is just this – identifying your strengths and capabilities as well as understanding your clientele’s needs. As the old adage goes – no point selling ice to Eskimos…. All before you begin to find location.Indian) and whether it is a financially viable idea.1. decide menu etc. prepare and cook the meal. and ensuring there is alignment between the 2. as a Chef. To do this you might identify if are there already too many Indian restaurants. buy the ingredients. Well what does this actually mean? To explain some of the key concepts I will use an analogy that most (food lovers) will understand.1 Creating Service Value Analogy The official definition of a Service is “a means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks”. The first thing you would do is identify what it is you do best (your style of cooking . The 15 Copyright The Art of Service . go to a grocery store. you woke up one day and decided to start your own business in your neighbourhood. While I do enjoy cooking. I would need to. take these ingredients home. who your clientele are (would an Indian restaurant be successful in a predominantly Chinese neighbourhood?) and so on. 11. there are often times where I wish to enjoy quality food without the time and effort required to prepare a meal.11 Service Strategy Objective: o Design. set the table and of course clean up the kitchen afterwards. You would then identify if there is a need in your neighbourhood for such a restaurant. develop and implement service management as a strategic asset and assisting growth of the organization o Define the strategic objectives of the IT organization Basic Concepts: Analogy If suddenly. If I was to cook.

capacity.alternative of course. Utility + Warranty = Value o Utility (fit for purpose) features and support of service o Warranty (fit for use) – defines levels of availability. options. continuity Service Packages o Core Service Package o Supporting Service Package o Service Level Packages 11. Includes information about costs. Now consider how I would identify the quality and value of that service being provided. A business case is a justification for a significant item of expenditure. Copyright The Art of Service 16 . benefits.2 Business Case A decision support and planning tool that projects the likely consequences of a business action. It isn’t just the quality of the food itself that will influence my perceptions but also: • • • • • The cleanliness of the restaurant The friendliness and customer service skills of the waiters and other staff The ambience of the restaurant (lighting. music. security.1. decorations etc. risks and possible problems. I can go to a restaurant that delivers a service that provides me with the same outcome (a nice meal) without the time. effort and general fuss if I was to cook it myself. issues.) The time taken to receive my meal (and was it what I asked for?) Did they offer water on top of normal drinks and beverages? If just one of these factors don’t meet my expectations than ultimately the perceived quality and value being delivered to me as a customer are negatively impacted.

12.2 o o o 12. as well as prioritizing strengths. These portfolios are used to articulate business needs and the provider’s response to those needs. They include the complete set of services managed by a Service Provider.1. the provider 12.1.2 Key Terms: Service Pipeline: Proposed or in development Service Catalogue – live/operational or ready for deployment services Retired Services – decommissioned services 17 Copyright The Art of Service .1 Basic Concepts: 12.3 o o o Service Portfolio contains: Service Pipeline Service Catalogue Retired Services Investment Categories Run the Business Grow the Business Transform the Business 12.1.1 A Service Portfolio describes provider’s services in terms of business value. weaknesses and risks of you.12 Service Portfolio Management Goal: To assist the IT organization in managing investments in service management across the enterprise and maximizing them for value.

1 Basic Concepts: 13.1.1 Demand Management is responsible for understanding and strategically responding to business demands for services by: o Analyzing patterns of business activity and user profiles.1.13 Demand Management Goal: To assist the IT Service Provider in understanding and influencing Customer demand for Services and the provision of Capacity to meet these demands in order to reduce excess capacity needs 13. o Influence demand in line with the strategic objectives 13.2 Two ways to influence or manage demand: o Physical/Technical constraints o Financial constraints 13.2 Key terms: (Specific for Demand Management that you might see on exam!!!!!) PBA: Patterns of Business Activity Influence user behaviour Copyright The Art of Service 18 .

14. A Service Design Package is produced for each new IT Service.14 Service Design Objective: Convert strategic objectives into portfolios of services and service assets.2 Aspects of Service Design o Service Solutions o Service Management systems & tools o Technology Architectures o Processes o Measurement Systems and Metrics All to ensure that standards and conventions are followed 14.1.1 Basic Concepts: 14. major Change.3 Service Design Packages Defines all aspects of an IT Service and its requirements through each stage of its Lifecycle. 14. Service Design is also concerned with the design of new and modified processes required to deliver and support these services.1 Service Design’s ultimate concern is the design of new or modified services for introduction into a production (live) environment.1.1. 19 Copyright The Art of Service . or IT Service Retirement.

resources and capabilities needed and agreed Copyright The Art of Service 20 .4 Typical Service Design Package contents: •Business Requirements •Service Applicability •Service Contacts •Service Functional Requirements •Service Level Requirements •Service Program •Service Transition Plan •Service Operational Plan •Service Acceptance Criteria •Service Design & Topology •Organizational Readiness Assessment.1. 14.14.2 Key terms: Service Solution: includes all of the functional requirements.

o Business Process Outsourcing: Formal arrangements where an external organization provides and manages the other organization’s entire business process(es) or functions(s) in a low cost location. maintain. where external organizations provide domain based processes and business expertise rather than just process expertise and requires advanced analytical and specialized skills from the outsourcing organization.15 Supplier Management Goal: To manage suppliers and the services they supply. 15. The focus here tends to be on strategic partnerships that leverage critical expertise or market opportunities. operate. Supplier Management works closely with SLM.1.1 Types of Outsourcing Arrangements: o Outsourcing: Using one or more external suppliers to manage or assist in managing IT Services. using a number of outsourcing organizations working together to co-source key elements within the lifecycle. Common examples are accounting. The complexities and costs of such shared software can be reduced and provided to organizations that could otherwise not justify the investment.1 Basic Concepts: NOTE – This was previously part of Service Level Management. and/or support IT service(s). o Application Service Provision: Where external organizations provide shared computer based services to customer organizations over a network. It is now its OWN process. 15. develop. transition. payroll and call centre operations. o Co-sourcing: An informal combination of insourcing and outsourcing. 21 Copyright The Art of Service . o Partnership or multi-sourcing: Formal arrangements between two or more organizations to work together to design. to provide seamless quality of IT service to the business and ensure that value for money is obtained. o Knowledge Process Outsourcing: This is a new enhancement of Business Process Outsourcing.

2 Key Terms: SCD: Supplier Contract Database SSIP: Supplier Service Improvement Plan UC: Underpinning Contract Copyright The Art of Service 22 . to monitoring and reviewing performance and renewal/termination of contracts. 15.Supplier Management manages all aspects of External Suppliers involved in provision of IT Services from tender.

16.1 Basic Concepts: NOTE – This was previously part of Service Level Management.2 Forms part of Service Portfolio 23 Copyright The Art of Service .1 Creation and maintenance of Service Catalogue –which contains 2 parts: o Business Service Catalogue o Plain English using clear and concise language o Customer facing document o Technical Service Catalogue o Technical Language o Non Customer facing (designed for IT department use) 16. Service Catalogue Management works closely with SLM to assist with development of SC (Business Services Catalogue part) 16. maintained and contains accurate information on all operational services and those ready for deployment. It is now its OWN process.1.1.16 Service Catalog Management Goal: To ensure that a Service Catalogue is produced.

2 Key Terms: CMIS: Capacity Management Information System Copyright The Art of Service 24 . 17.1. in a timely manner.1 Basic Concepts: 17.1 Same as version 2 – except CDB is now called CMIS 17.2 Works closely with.1.17 Capacity Management Goal: The goal of the Capacity Management process is to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future needs of the business. and uses Demand Management strategies from Demand Management Process 17.

1.1 Same as version 2 – except ADB is now called AMIS 18.1.2 Works closely with Information Security Management and Access Management 18.1 Basic Concepts: 18. 18.2 Key Terms: AMIS: Availability Management Information System 25 Copyright The Art of Service .18 Availability Management Goal: To ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business in a cost-effective manner.

$$) o Fast recovery (hot standby.2 Recovery Options: o Do nothing! o Manual back-up o Reciprocal agreement o Gradual recovery (cold standby. $) o Intermediate recovery (warm standby.1. 19. $$$) Copyright The Art of Service 26 .19 IT Service Continuity Management Goal: To support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scales.1.1 Basic Concepts: 19. $$$)(new) o Immediate recovery (hot standby.1 Basically same as version 2 19.

20 Information Security Management Goal: To align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities. integrity and availability (CIA) of an organization’s assets.1.To ensure that the confidentiality. information. 20. 20.4 o o o o Security Measures: Prevention/Reduction Detection/Repression Correction/Recovery Evaluation 27 Copyright The Art of Service . data and IT services is maintained.1.3 Information Security Management must consider the following four perspectives to ensure that a balanced approach to security: o Organizational o Procedural o Physical o Technical 20.1 Basic Concepts 20.1. standards and measures 20.1.2 Scope: .1 Defines policies.

Security Incident: Any incident that may interfere with achieving the SLA security requirements. This depends on the continuity provided by the information processing systems. completeness and timeliness of the information. Integrity: Accuracy. Availability: The information should be accessible at any agreed time. materialization of a threat Copyright The Art of Service 28 . Security Baseline: The security level adopted by the IT organization for its own security and from the point of view of good ‘due diligence’.2 Key Terms: Confidentiality: Protecting information against unauthorized access and use.20.

2 The Service Design Manager would hand over the Service Design Package to the Service Transition Manager. test and release) ANY service in a consistent and repeatable way.1.1 Basic Concepts: 21. 21.3 Service Transition should be involved early in the design of services 29 Copyright The Art of Service . 21. 21.1 The focus here is developing the ability/capability for the IT Department to transition (build. This will enable IT department to effectively manage MANY changes/transitions.21 Service Transition Objective: The development and improvement of capabilities for transitioning new and changed services into operation.1. The processes contained within Service Transition have this responsibility.1.

1. 22. quality and relevant data and information to be available to staff.2 Data to Wisdom Graph: Data – Information – Knowledge – Wisdom 22.22 Knowledge Management Goal: To enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. which contains: o CMDB (Configuration Management Database) Copyright The Art of Service 30 . 22. This requires accessible.3 Development of Service Knowledge Management System (SKMS) o SKMS – contains: o CMS (Configuration Mgt System).1 Basic Concept: 22.1.1 The primary purpose is to improve efficiency by reducing the need to rediscover knowledge.1.

storing and providing information about Configuration Items (CI’s) and Service Assets throughout their life cycle. shared assets.1.1. EXAM HINT .1 Basic Concepts: 23. controlling.1.1 Previously known as Configuration Management 23.2 Scope: The scope covers interfaces to internal and external service providers where there are assets and configuration items that need to be controlled e.3 CMDB still exists but is part of a greater CMS (Configuration Management System) 31 Copyright The Art of Service .23 Service Asset and Configuration Management Goal: To support the agreed IT service provision by managing.g.LOOK FOR KEY WORDS SUCH AS “LOGICAL MODEL” AND “MAINTAINING ACCURATE RECORDS” 23. 23.

5 Assessing and Evaluating – “The 7 ‘R’s” of Change Mgt are questions that must be answered to correctly assess the impact of the change and to assist in making informed decisions.1 Basically same as v2 – 24.1.1 Basic Concept: 24.1.3 FSC – now known as Change Schedule as it also contains completed changes 24.24 Change Management Goal: To ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes. Copyright The Art of Service 32 . and consequently to improve the day-to-day operations of the organization.1.1.4 PSA – now known as PSO (Projected Service Outage) 24.2 CAB/EC – now known as ECAB (Emergency CAB) 24.1. in order to minimize the impact of Change-related Incidents upon service quality. 24.

CAB = Change Advisory Board: Provide expert advice to Change Management.2 Key Terms: RFC: Request For Change: Standard form to capture and process ALL Changes to any CI. Change Schedule: Schedule of Approved Changes and the planned implementation dates. with representatives from Financial. PSO = Projected Service Outage: A document that identifies the effect of planned changes. IT background and customers ECAB = Emergency CAB: Subgroup of CAB with authority to make urgent change decisions. maintenance activities and test plans on agreed service levels. PIR: Post Implementation Review 33 Copyright The Art of Service .24.

formerly DHS and Definitive Media Library (DML).1.3 o o o Options for Releases: Big Bang vs.25 Release and Deployment Management Goal: To deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to Service Operation. Pull Manual vs.1 Basic Concepts: 25.2 Responsible for Definitive Spares (DS). Automatic Copyright The Art of Service 34 .1. 25. formerly DSL 25.1 Formerly known as Release Management 25. Phased Push vs.1.

35 Copyright The Art of Service . incident management and rapid knowledge development. The DML should include definitive copies of purchased software (along with license documents or information) as well as software developed on site. Early Life Support: engaging the Development teams in the “early life” of a newly transitioned service to assist with initial support. Details recorded in the CMDB.2 Key Terms: Release: A collection of authorized Changes to an IT Service. These can then be used when needed for additional systems or in the recovery from Incidents. Also known as a Release Package Release Unit: A Release Unit describes the portion of a service of IT infrastructure that is normally released together according to the organizations release policy.25. Definitive Media Library (DML): The secure library in which the definitive authorized versions of all media CIs are stored and protected. controlled by Release Management. The unit may vary depending on type(s) or item(s) of service asset or service component such as hardware or software. Definitive Spares: Physical storage of all spare IT components and assemblies maintained at the same level as those within the live environment.

1 Service V Model o The Service V Model is used to provide a framework for organizing the levels of testing and validation required for new or changed services in order to justify release to the customer for trial and assessment. with direct involvement by the equivalent party on the right hand side (Service Transition Phase).1 Basic Concept: 26.26 Service Validation and Testing Goal: To ensure that new or changed IT Services match the design specification and will meet the needs of the business. Each stage of the development is then correlated with associated testing and validation activities according to the defined test model to be used. from high level functional requirements down to the detailed release and component criteria. o The left hand side represents the specification of the service acceptance/review criteria. 26. o It shows that validation and test planning should begin early in the life of a Service. Copyright The Art of Service 36 .1. Primarily developed in Service Design Phase. o The right hand side focuses on the validation and test activities that are performed against the specifications defined on the left hand side. initially with the definition of the service requirements.

Proactive 37 Copyright The Art of Service . External Business View o Stability vs.1 Service Operation is where value is seen from the customer perspective 27.27 Service Operation Objective: To enable effectiveness and efficiency in delivery and support of IT services.1.1.1 Basic Concepts: 27. Responsiveness o Quality of Service vs. 27. Cost of Service o Reactive vs.2 Achieving The Balance – “balance” is the key word here… look for that!!! o Internal IT view vs.

1.4 Self Help – refers to any means where the user may assist themselves to seek support – eg: o FAQ o Intranet forms/requests o Web based support o Back end process handling software “Calling Service Desk is NOT an example of Self Help! 28.a Help Desk is NOT a structure of a service desk! 28.5 Service Desk is a good opportunity for staff to develop skills and move into more technical roles.1.28 Service Desk Function Goal: To support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities.1 Service Desk Function no longer recognizes Call Centre and Help Desk – only Service Desk 28. 28.1. 28.1 Basic Concept: 28.2 The Service Desk is meant to the SINGLE POINT OF CONTACT for users. Copyright The Art of Service 38 .1.3 o o o o Service Desk Organizational Structures Local Service Desk Centralized Service Desk Virtual Service Desk Follow the sun (new) NOTE .1.

in that it enables the organization to manage CIA of the organization’s data and intellectual property. Change (MAC) E. Service Request: Request for information or status of a service (not related to loss of service) Includes Standard Changes. Effectively the execution of both Availability and Information Security management. Asking for changes to functionality of applications or supporting infrastructure – not a pre-approved or standard change.g. E.g.28. Add. or a reduction in the quality of that service. A failure of a CI that has not yet affected service is also classified as an incident. Request for Change: Request to Move. Contact details.2 Key Terms: Incident: Any event which is not part of the standard operation of a service and which causes. or may cause an interruption to. 39 Copyright The Art of Service . and the prevention of access to non-authorized users. Access Rights: Providing User or user groups rights to use a service. Service availability. request for common software.

o Ensures resources are effectively trained and deployed to design. build. operate and improve the technology to deliver and support IT Services.1 Technical Management simply refers to the teams/departments of IT support and design staff that manage/support/build/test the Hardware side of IT: o Custodian of technical knowledge and expertise related to managing the IT Infrastructure. 29. o Provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure o Plays an important role in providing the actual resources to support the IT Service Management lifecycle.29 Technical Management Function Goal: Technical Management will provide guidance to IT Operations about how best to carry out the ongoing operational management of technology.1 Basic Concepts: 29. Copyright The Art of Service 40 .1. transition. This will partly be carried out during the Service Design phase but will be an everyday communication with IT Operations as they seek to achieve stability and optimum performance.

30.1 Basic Concepts: 30. Analogy It’s like Spock on Star Trek on the “Bridge” monitoring the “Dashboard” and alerting any inconsistencies to Kirk….30 IT Operations Management Function o Goal: To perform the daily operational activities needed to manage the IT Infrastructure.1 These are the teams that “watch over” the network on a daily basis to ensure that all is “running well” and doing the daily activities required to maintain the delivery and support of services.2 2 Sub Functions: o IT operations Control o Doing the “Spock” o Think IT operations Bridge or Networks Operation Centre (NOC) o Facilities Management o Management of the physical IT environment.1. This is done according to the performance standards defined during Service Design. usually data centers or computer rooms 41 Copyright The Art of Service . 30.1.

1 o Application Management is usually divided into departments based on the application portfolio of the organization allowing easier specialization and more focused support. testing and improvement of applications that form part of IT Services. o Assist in the design and deployment of those applications. o Managing Applications throughout their lifecycle.1.31 Application Management Function Goal: Support Business processes by designing and supporting Application software to assist with service delivery 31.1 Basic Concepts: 31. o Identify skills required to support the applications o Deciding whether to build or buy Copyright The Art of Service 42 . o Support the organization’s business processes by helping to identify functional and manageability requirements for application software. and plays an important role in design. o Provide ongoing support and improvement of those applications. o Supports and maintains operational applications.

32 Event Management
Goal: To enable stability in IT Services Delivery and Support by monitoring all events that occur throughout the IT infrastructure to allow for normal service operation and to detect and escalate exceptions.

32.1 Basic Concepts:

32.1.1 Event Management is about monitoring and escalating events which MAY HAVE SIGNIFICANCE FOR THE MANAGEMENT OF THE IT INFRASTRUCTURE. 32.1.2 NOT just exception events!

32.1.3 o o o o

Examples: Disk reaching capacity Successful backup Backups failed Print Outputs

32.2 Key Terms:
Event: a change of state that has significance for the management of a Configuration Item (including IT Services). This can be detected by technical staff or be automated alerts or notifications created by CI monitoring tools. Alert: A warning that a threshold has been reached or something has been changed. (An event has occurred) Trigger: An indication that some action or response to an Event may be needed.


Copyright The Art of Service

33 Problem Management
Goal: To minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure, and to prevent the recurrence of Incidents related to these errors.

33.1 Basic Concepts:

33.1.1 Error Control has been replaced by Reactive Problem Management 33.1.2 Activities (New) o Reactive Problem Management o Detection/logging/investigation etc o Proactive Problem Management o Trend analysis o Major Problem Reviews o Targeting Preventive action

Copyright The Art of Service


34 Request Fulfilment
Goal: To provide an effective and efficient channel for users to make requests, gain information and obtain standard Services.

34.1 Basic Concepts:

34.1.1 Carried out by the Service Desk Function, desktop support or other groups as required

34.2 Key Terms:
A Service Request is: o A request for information or advice o A request for a standard change o A request for access to an IT Service o NOT related to a loss of service (i.e. incident) o NOT a normal change


Copyright The Art of Service

monitoring identity status Logging and Tracking access. integrity and availability (CIA) of information and infrastructure. providing rights.35 Access Management Goal: To grant authorized users the right to use a Service while preventing access to non-authorized users in order to protect the confidentiality.1.2 Activities: Verification. Removing or restricting rights Copyright The Art of Service 46 .1 Basic Concepts: 35. 35.1 Relationship with other Processes: Access Management is the execution of policies and actions defined in Information Security and Availability Management.1. 35.

1 CSI provides guidance in creating and maintaining value for your customers through better design implementation and support of services. managing. implement o Never stops – cyclic as many times as required 47 Copyright The Art of Service .Scope.1.Funds. Roles and Responsibilities o Do .1.1. objectives. survey. requirements.DO – “DD”) o Plan .2 CSI Model: o 6 steps (ok – this is corny – but think “six” model… “sexy” model… . To help you – I will share my techniques I use with my students. assess. NOTE – there are 3 models that you need to be able to memorize and discern in CSI – and they will test you on these.to discern from “7 step improvement process”) o What is the vision? – business objectives o Where are we now? – baseline assessments o Where do we want to be? – Targets o How do we get there? – Process Improvement o Did we get there? – Measurements and metrics o How do we keep the momentum going (last step!!!!) 36. reports. Policies.3 Deming Cycle (remember Deming…. changing o Check .36 Continual Service Improvement Objective: To ensure continual improvements to IT Service Management Processes and IT Services. 36. 36.1 Basic Concepts: 36. report o Act Policy on improvement.Monitor against plans.

o To justify actions/expenses/measures taken or applied. They help to determine the overall health of a process. .g. – Process Owner Service Metrics: The results of the end-to-end service. Technology Metrics: Often associated with component and application-based metrics such as performance. o To direct resources (time & money) in the most appropriate way. o To intervene when necessary.1 There are four reasons why it is important to measure and report: o To validate that we are supporting the strategy and vision.SLM Copyright The Art of Service 48 . availability etc – System architects/designers Process Metrics: Captured in the form of KPIs and activity metrics for the service management processes.37 Service Measurement and Reporting Goal: To coordinate the design of metrics. CSI uses these metrics to identify improvement opportunities for each process.1 Basic Concepts: 37. 37. to avoid breaching SLAs) 37. (e. Component metrics are use to calculate the service metrics.1.2 o o o Types of Metrics: Technology Metrics Process Metrics Service Metrics 37. data collection and reporting activities from the other processes and functions. performance. Four key questions KPIs can help answer are centered around quality. value and compliance.2 Key Terms: Baseline: A benchmark used as a reference point for later comparison.1.

49 Copyright The Art of Service .1.1 Basic Concepts: 38.1 7 Step Improvement Process o Define what we should measure o Define what we can measure o Gather data o Process data o Analyse data o Present information o Implement corrective action NOTE – to help remember this – I recommend you memorize the first letters: “DDG PAPI”. ( I even sing these letters to “Old Macdonald had a farm”) 7 letters – 7 steps… From here – you will be able to relate letters to the possible answers.38 Continual Service Improvement Process (aka 7 Step Improvement Process) Goal: To coordinate a structured approach for improvements to IT services and ITSM processes 38.

More Sample exams can be purchased from EXIN at www. Service Transition and Service Operation Service Strategy. Service Transition.exinbookshop. an evaluation is performed. we are unable to use official APMG ITIL Foundation Mock Exam questions. Service Design.39 Practice Exam Questions Due to licensing rights. What is this evaluation called? a) b) c) d) Forward Schedule of Changes (FSC) Post Implementation Review (PIR) Service Improvement Programme (SIP) Service Level Requirement (SLR) Question 2 Defining the value and objectives of IT Services is the primary concern of which of the following elements of the Service Lifecycle? a) b) c) d) Service Strategy Service Strategy and Continual Service Improvement Service Strategy. Service Operation and Continual Service Improvement Question 3 The main objective of Availability Management is? a) To provide maximum availability for IT Services b) To ensure that service availability matches or exceeds the agreed needs of the business c) To ensure that all targets in Service Level Agreements (SLAs) for customers are continually delivered d) To guarantee availability levels for services and components Copyright The Art of Service 50 .com Question 1 After a Change has been implemented.

how do we get there? c) Define what you should measure. where are we now. analyse data and present data b) What is the vision.Question 4 What does the Service V model represent? a) The utility and performance requirements of new and changed services b) The path to Service Delivery and Service Support for efficient and effective utilization of resources c) A strategy for the successful completion of all IT changes d) Levels of Configuration and testing required to deliver a Service Capability Question 5 What is another term for Uptime? a) b) c) d) Mean Time Between Failures (MTBF) Mean Time to Restore Service (MTRS) Mean Time Between System Incidents (MTBSI) Relationship between MTBF and MTBSI Question 6 What is the CORRECT order of the first four activities in the 7 Step Improvement Process? a) Gather data. Check. Do. gather data and process data d) Plan. Act 51 Copyright The Art of Service . define what you can measure. what do we want to be. process data.

The design of services 2. The design of the measurement systems. ? a) b) c) d) The design of Functions The design of Service Level Agreements The design of applications The design of processes Question 9 Which is the first activity of the Continual Service Improvement (CSI) model? a) b) c) d) Assess the current business situation Understand the vision of the business Agree on priorities for improvement Create and verify a plan Copyright The Art of Service 52 . The design of Service Management systems and tools 3. The design of technology architecture and management systems 4.Question 7 What is the main reason for establishing a baseline? a) b) c) d) To standardise operation For later comparison For knowing the cost of services provided For roles and responsibility to be clear Question 8 Which aspect of Service Design is missing from the list below? 1. methods and metrics to be used 5.

Question 10 Which ITIL process is involved in performing risk assessments and a business impact analysis to determine appropriate "countermeasures" to be implemented? a) b) c) d) Availability Management Problem Management IT Service Continuity Management Service Asset & Configuration Management Question 11 Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. 3 and 4 only All of the above Question 12 Which of the following BEST describes the purpose of Event Management? a) To detect events. make sense of them and determine the appropriate control action b) To monitor interactions and exceptions within the infrastructure c) To monitor and control the activities of technical staff d) To detect and escalate exceptions to normal service operation 53 Copyright The Art of Service . Distribution and installation of patches 4. 3 and 4 only 2. Automated workflow of ITIL processes 2. Measurement and reporting systems 3. Performance testing of new and modified services a) b) c) d) 1. 2 and 3 only 1.

3 and 4 only All of the above Question 14 Which of the following is NOT a step in the Continual Service Improvement (CSI) model? a) b) c) d) What is the vision? Did we get there? Is there budget? Where are we now? Question 15 Which of the following statements about Supplier Management is INCORRECT? a) Supplier Management ensures that suppliers meet business expectations b) Supplier Management provides capabilities for seamless quality in IT services c) Supplier Management negotiates internal and external agreements to support the delivery of services d) Supplier Management should be involved in all stages of the service lifecycle. from Strategy through Design and Transition to Operations and Improvement Copyright The Art of Service 54 . a) b) c) d) Requirements Portfolio Service Pipeline Configuration Management System Service Catalogue 1 and 3 only 1. 4. 3. 2.Question 13 Which of the following are Service Portfolio components within the Service Lifecycle? 1. 2 and 4 only 2.

continuity and security c) The service has been tested appropriately with no errors being found d) All customers are given free support for the service for a stated period of time Question 17 A Process owner is responsible for which of the following? a) Purchasing tools to support the Process b) Defining the targets that will be used to evaluate process performance c) Ensuring that availability targets specified in SLAs are met d) Carrying out all the activities defined in the Process Question 18 Functions are best described as? a) b) c) d) Self-Contained units of organizations Inter-related activities with a defined goal or output Closed loop control systems A team of IT staff who provide a single point of contact for all user communication 55 Copyright The Art of Service .Question 16 "Warranty of a service" means which of the following? a) The service is fit for purpose b) Customers are assured of certain levels of availability. capacity.

Service Lifecycle approach to ITSM based on international best practices b) Repeatable and adaptable ITSM processes c) An international standard for ITSM d) The best way for an organization to improve its IT service delivery and support Copyright The Art of Service 56 .Question 19 How do organizations use Resources and Capabilities in creating value? a) They are used to create value in the form of network availability b) They are used to create value in the form of goods and services c) They are used to create value to the IT organization for Service Design d) They are used to create value to the IT organization for Service Transition Question 20 IT Service Management is best described as? a) A set of specialized organizational capabilities for providing value to customers in the form of services. b) The processes required to deliver and support services c) The processes that enable efficient IT service delivery and support d) A technically focused set of management practices for IT service delivery Question 21 ITIL can be best described as? a) A holistic.

Product. People Question 25 Which of the following statements is ALWAYS CORRECT about 'good practice’? a) b) c) d) It is a strict set of rules and practices to be complied with It is something that is successful in wide industry use It is used by the most profitable international organizations It is always based on ITIL Copyright The Art of Service 57 . Management. Partner. Management.Question 22 Processes can be described as? a) Activities designed to make delivering IT Services more effective and efficient b) People and the tools they use to carry out activities that gain revenue c) Inter-related activities carried out for the purpose of creating value for customers or stakeholders d) Capabilities used to reduce IT costs Question 23 The ITIL V3 framework is best described as? a) b) c) d) An Service Delivery Lifecycle An IT Management Lifecycle A Service Lifecycle An Infrastructure Lifecycle Question 24 What are the four perspectives(attributes) considered for IT Service Management? a) b) c) d) Process. People Hardware. Product. Software. People Technology. Pricing. Process Process. Process.

and recovery from. it should not be documented" is a principle that applies to which of the following? a) b) c) d) The Glossary of Terms A Service Level Agreement (SLA) An Incident Management record A Configuration Item (CI) Question 27 Technical Management is NOT responsible for? a) Maintenance of the technical Infrastructure b) Documenting and maintaining the technical skills required to manage and support the IT Infrastructure c) Defining the Operational Level Agreements for the various technical teams d) Diagnosis of. technical failures Question 28 The BEST definition of an event is? a) An occurrence that is significant for the management of the IT Infrastructure or delivery of services b) An occurrence where a capacity threshold has been exceeded and an agreed Service Level has already been impacted c) A known system defect that causes low impact incidents d) A planned meeting between Service Level Managers and customers Copyright The Art of Service 58 .Question 26 "If something cannot be measured.

Implement Plan. Do. Check. Audit Plan. Monitor. Do. Report Plan. Measure. Act Question 30 The goal of Service Asset and Configuration Management is to? a) b) c) d) Account for all the financial assets of the organization Provide a logical model of the IT infrastructure Build service models to justify ITIL implementations Provide capabilities for managing documents across the organization Question 31 What is missing from the following Service Strategy processes? Service Portfolio Management Demand Management a) b) c) d) Financial Management for IT Services Service Level Management Supplier Management Information Security Management 59 Copyright The Art of Service . Check.Question 29 The four stages of the Deming Cycle are? a) b) c) d) Plan. Re-Act. Act.

the relevant Configuration Items have been identified. Question 33 Which ITIL process is responsible for drawing up a charging system? a) b) c) d) Demand Management Supplier Management Financial Management for IT Services Service Level Management.Question 32 What is the difference between a Known Error and a Problem? a) The underlying cause of a Known Error is known. Service Level Management Technical Management Contract Management Copyright The Art of Service 60 . c) A Known Error always originates from an Incident. This is not always the case with a Problem d) With a Problem. The underlying cause of a Problem is not known b) A Known Error involves an error in the IT infrastructure. A Problem does not involve such an error. This is not the case with a Known Error. Question 34 Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) b) c) d) Supplier Management.

measure. d) They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target 61 Copyright The Art of Service . To validate. It appears that the network is congested due to multiple connections. monitor and change To validate. direct. justify and intervene. assign resources.Question 35 Who is authorised to establish an agreement with the IT organisation for the purchase of IT Services? a) b) c) d) the user the Service Level Manager the Chief Information Officer the customer Question 36 Why should monitoring and measuring be used when trying to improve services? a) b) c) d) To validate. What kind of actions should the Service Desk analyst take in this instance? a) They should ask the Capacity Manager to expand the capacity of the network b) They should ask the Problem Manager to look into the problem right away c) They should ask the Security Manager to check whether too many authorizations may have been issued. plan. purchase technology and train people Question 37 There have been multiple incidents recorded by the Service Desk. act and improve To validate.

Question 38 What is the best definition of an Incident Model? a) A type of incident involving an authorized Configuration Item (CI) b) The template used by Service Desk analysts to record incidents c) A set of pre-defined steps to be followed when dealing with a known type of incident d) An Incident that is easy is solved at first contact Question 39 What is the name of the activity within the Capacity Management process whose purpose is to predict the future capacity requirements of new and changed services? a) b) c) d) Application Sizing Demand Management Modeling Tuning Question 40 What is the RACI model used for? a) Documenting the roles and relationships of stakeholders in a process or activity b) Defining requirements for a new service or process c) Analysing the business impact of an incident d) Creating a balanced scorecard showing the overall status of Service Management Copyright The Art of Service 62 .

Service Level Management 63 Copyright The Art of Service .# Question 43 Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction? a) b) c) d) Change Management Incident Management Problem Management.Question 41 What is the role of the Emergency Change Advisory Board (ECAB)? a) To make sure the Change Manager responds urgently to emergency changes b) To assist the Change Manager to implement urgent changes c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved d) To assist the Change Manager in rushing the emergency change process so that changes can occur quickly Question 42 Which information does the "Financial Management for IT Services" process deliver to Service Level Management? a) b) c) d) the cost of hiring new IT staff The costs of the Financial Management system The total costs Application Management How much has been spent on IT services per client.

2 and 4 Question 45 A Service Catalogue should contain which of the following? a) b) c) d) The Licence information of all software Decommissioned Services Proposed or in development Services Details of all operational services Question 46 A Service Level Package is best described as? a) A definite level of utility and warranty associated with a service package b) A description of customer requirements used to negotiate a Service Level Agreement c) A description of the value that the customer wants and for which they are willing to pay d) A document showing the Service Levels achieved during an agreed reporting period Copyright The Art of Service 64 . 3 and 4 1. Customer Metrics a) b) c) d) 1. 2 and 3 2. Technology Metrics 5. Service Metrics 4.Question 44 Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. User Metrics 3. 4 and 5 1.

Reporting service levels back to the customer. Question 49 Operations Control refers to? a) The managers of the Event and Access Management Processes b) Overseeing the monitoring and escalatng of IT operational events and activities c) The tools used to monitor the status of the IT Network d) The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available 65 Copyright The Art of Service . b) Enabling users to resolve Problems c) Finding permanent solutions to ineffective business processes d) Contributing to the reduction of outages.Question 47 A Service owner is responsible for which of the following? a) b) c) d) Recommending improvements to services under their care Defining and documenting Service Requirements Carrying out the activities needed to support a Service. Question 48 Incident Management has a value to the business by? a) Helping to minimize infrastructure cost of adding new technology.

Incident Management 2. 2) CSI provides guidance on improvements to services 3) CSI provides guidance on improvement of all phases except Service Strategy 4) CSI provides guidance on measurement of processes a) b) c) d) 1 and 2 only 2 only 1. ? a) b) c) d) Access Management and Request Fulfilment Event Management and Service Desk. Facilities Management and Event Management. ? 5.Question 50 Which are the missing Service Operation processes from the following? 1. Event Management 4. Change Management and Service Level Management. 2 and 4 All of the above Copyright The Art of Service 66 . Problem Management 3. Question 51 Which is correct: 1) CSI provides guidance on improving efficiency and effectiveness.

The type of testing to be done for release Question 54 Which of the following is a responsibility of Service Level Management? a) Design the configuration management system from a business perspective b) Create technology metrics to align with customer needs c) Supporting the creation of a Business Service Catalogue d) Train service desk on how to deal with customer complaints about service 67 Copyright The Art of Service . Question 53 Which of the following is a good use of a baseline? a) b) c) d) The desired end state of a project A marker or starting point for later comparison The current desktop models in use. but does not know why c) After reporting the problem to the Service Desk. thus allowing the user to continue working with interrupted levels of performance while the support person resolves the problem. One of them works. the user works on another task while the problem is identified and resolved. d) A service works now and then.Question 52 Which of the following BEST describes a Workaround? a) A Service Desk Operator uses a pre-defined technique to restore service as this Incident has been seen before b) A second level support person uses trial and error to solve an Incident.

guaranteeing that the Configuration Items are constantly kept up-to-date. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They are costlier to implement compared to processes a) b) c) d) 1. Question 56 Which of the following is NOT an example of a Service Request? a) A user calls the Service Desk to order a toner cartridge b) A user calls the Service Desk because they would like to change the functionality of an application. documenting the fallback arrangements reporting regarding availability. They rely on processes for cross-functional coordination 4. All of the above.Question 55 Which of the following is an activity of IT Service Continuity Management? a) b) c) d) advising end users of a system failure. c) A Manager submits a request for a new employee to be given access to an application d) A user logs onto an internal web site to download a licensed copy of software from a list of approved options Question 57 Which of the following statements are CORRECT about Functions? 1. 2 and 3 only 1. 2 and 4 only. None of the above# Copyright The Art of Service 68 .

outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing.Question 58 Which of the following statements CORRECTLY defines Outsourcing delivery model options? a) Insourcing relies on internal resources. c) Insourcing relies on co-sourcing. Only one person can be accountable for an activity. a) b) c) d) All the above 1 only 2 only None of the above Question 60 Which of the following best describes the primary objective of Knowledge Management? a) Auditing the configuration management system from a business perspective b) Reducing the staffing requirements for the Service Desk and other support teams c) To ensure reliable and secure information and data is available throughout the Service Lifecycle d) To reduce the average Mean Time to Restore (MTTR) for incidents affecting Service availability 69 Copyright The Art of Service . outsourcing relies on external organisation(s) resources b) Insourcing relies on external organisation(s) resources. Question 59 Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity or 2. outsourcing relies on application service provisioning. outsourcing relies on internal resources.

Service Transition provides guidance on releases 3. Service Transition provides guidance on transitioning new services into live environment 2. Service Transition provides guidance on the transfer of services to or from an external provider Which of the above statements is CORRECT? a) 1 and 2 only b) 1 only c) All of the above d) 1 and 3 only Question 62 Which activity in Service Asset & Configuration Management would help to ascertain which Configuration Items are undergoing maintenance at a particular moment in time? a) b) c) d) control verification and audit identification.Question 61 Consider the following statements: 1. status accounting Question 63 In which ITIL process are negotiations held with the customer about the availability and capacity levels to be provided? a) b) c) d) Availability Management Capacity Management Financial Management for IT Services Service Level Management Copyright The Art of Service 70 .

To ensure that training occurs for new service to operations and support staff 3. Big bang vs Phased 2. 3 and 4 only Copyright The Art of Service 71 .Question 64 The following options are considered within which process? 1. Push and Pull 3. To provide cost justifiable IT availability that is matched to the needs of the business a) b) c) d) 1. To develop a release and deployment policy 2. To ensure that new services are tested prior to release 4. 2 and 3 only All of the above 1 and 3 only 1. Automated vs Manual a) b) c) d) Incident Management Release and Deployment Management Service Asset and Configuration Management Service Catalogue Management Question 65 The main benefit of using Service Design tools is? a) To help ensure that design standards and conventions are followed b) To help ensure that incidents are detected as quickly as possible c) To help enable different CIs to work together d) To help collate metrics used for improvement Question 66 Which of the following are objectives of the Release and Deployment Management process? 1.

Question 67 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 Question 68 Which of the following BEST describes a Local Service Desk structure? a) A Service Desk that also provides onsite technical support to its users b) A Service Desk where analysts only speak one language c) A Service Desk that is situated in the same location as the users it serves d) A Service Desk that could be in any physical location but uses telecommunications and systems to make it appear that they are in the same location Question 69 Which of the following is NOT one of the ITIL phases? a) b) c) d) Service Organization Service Transition Service Design Service Strategy Copyright The Art of Service 72 .

Question 70 Which of the following statements is CORRECT about patterns of demand generated by the customer's business? a) b) c) d) They are driven by patterns of business activity It is impossible to predict how they behave It is impossible to influence demand patterns They are driven by the delivery schedule generated by capacity management Question 71 Which is NOT and objective of Service Design Phase? a) Ensure that IT staff are trained and able to carry out building and testing of new service b) Convert strategic objectives in portfolios of services and service assets c) Ensure production and maintenance of Service Catalog d) Ensure cost justifiable capacity of service is matched to business needs Question 72 Demand Management is primarily used to: a) b) c) d) Increase customer perception Eliminate excess capacity needs Increase the value of IT Services Align business with IT needs 73 Copyright The Art of Service .

Service Operation. users and IT staff Information Security Management staff only Question 75 The objective of Service Asset and Configuration Management is best described as? a) To maximize the performance characteristics of Configuration Items (CIs) in b) To manage CIs from an operational perspective c) To ensure that assets and CIs deliver the business requirements they were designed to achieve d) To define and control the components of services and infrastructure and maintain accurate configuration records Copyright The Art of Service 74 .Question 73 Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy. Service Transition. Service Design. Service Design. and Service Operation c) Service Transition and Continual Service Improvement d) Continual Service Improvement Question 74 The Information Security Policy should be available to which groups of people? a) b) c) d) Senior Account managers and all IT staff Senior managers. IT executives and the Service Desk All customers. and Continual Service Improvement b) Service Strategy.

managed. to ensure that services are designed to meet business needs b) To deliver and support IT Services c) To manage the technology used to deliver services d) To monitor the performance of technology and processes Question 78 Which of the following questions is NOT answered by Service Portfolio Management? a) b) c) d) How should our resources and capabilities be allocated? What are the pricing or chargeback models? Why should a customer buy these services? What are the support procedures for this service? 75 Copyright The Art of Service .Question 76 The objective of the Change Management process is most accurately described as? a) Ensuring that all changes are recorded. tested and implemented in a controlled manner b) Ensuring that emergency changes to IT infrastructure are managed efficiently and effectively c) Ensuring that changes have appropriate rollback plans in the event of a major incident d) Maximizing services by allowing changes to be made quickly Question 77 Which of the following is NOT an objective of Service Operation? a) Thorough testing.

Question 79 Which of the following would NOT be stored in the Definitive Media Library (DML)? a) b) c) d) Master copies of authorized software Backups tapes of financial data Software licences Master copies of controlled documentation Question 80 A major Incident: 1) Requires shorter timescales 2) requires a separate system 3) requires a separate procedure Which of the above is true? a) All of the above b) 1 and 3 only c) 1 and 2 only d) 2 and 3 only Copyright The Art of Service 76 .

40 Answers 1. D 8. A 25. A 51. B 13. C 65. D 33. B 34. A 44. A 16. C 37. B 53. B 30. D 79. A 32. A 36. B 4. B 23. B 60. A 70. C 72. D 39. A 35. C 26. C 10. A 50. A 40. B 17. A 24. B 47. A 74. D 3. C 78. A 6. D 15. A 73. D 52. B 41. C 31. D 66. D 12. C 14. A 80. A 9. B 7. C 64. B 21. A 28. D 49. A 43. B 57. C 42. C 58. B 77 Copyright The Art of Service . B 5. A 54. C 27. A 69. A 56. C 71. C 63. D 46. B 11. A 75. C 19. D 77. C 55. D 67. A 22. B 68. C 48. A 2. A 62. C 18. B 38. B 20. B 59. B 76. A 61. B 29. C 45.

41 ACRONYMS AM Availability Management AMIS Availability Management Information System BCM Business Capacity Management BCP Business Continuity Plan BIA Business Impact Analysis CAB Change Advisory Board ECAB Emergency Change Advisory Board CFIA Component Failure Impact Analysis CI Configuration Item CMDB Configuration Management Database CMIS Capacity Management Information System CMS Configuration Management System CSF Critical Success Factor CSI Continual Service Improvement CSIP Continual Service Improvement Program CSP Core Service Package DIKW Data-to-Information-to-Knowledge-to-Wisdom DML Definitive Media Library DS Definitive Spares FTA Fault Tree Analysis ISM Information Security Management ISMS Information Security Management System ITSCM IT Service Continuity Management ITSM IT Service Management IVR Interactive Voice Response KEDB Known Error Database KPI Key Performance Indicator MoR Management of Risk Copyright The Art of Service 78 .

MTBF Mean Time Between Failures MTBSI Mean Time Between Service Incidents MTRS Mean Time to Restore Service OGC Office of Government Commerce OLA Operational Level Agreement PBA Pattern of Business Activity PIR Post Implementation Review PSO Projected Service Outage QA Quality Assurance QMS Quality Management System RFC Request for Change ROI Return on Investment SAC Service Acceptance Criteria SACM Service Asset and Configuration Management SCD Supplier and Contract Database SIP Service Improvement Plan SKMS Service Knowledge Management System SLA Service Level Agreement SLM Service Level Management SLP Service Level Package SLR Service Level Requirement SPM Service Portfolio Management SPOF Single Point of Failure SSIP Supplier Service Improvement Plan TCO Total Cost of Ownership TQM Total Quality Management UC Underpinning Contract VBF Vital Business Function VOI Value on Investment 79 Copyright The Art of Service .

or reduction in the quality of an IT service Known Error: A problem that has a documented Root Cause and a Workaround KEDB: Known Error Database Copyright The Art of Service 80 . Asset: Any resource or capability. Application Sizing: Determines the hardware or network capacity to support new or modified applications and the predicted workload. DML: Definitive Media Library Function: A team or group of people and the tools they use to carry out one or more processes or activities. something has changed. Incident: An unplanned interruption to. or a failure has occurred. Baselines: A benchmark used as a reference point for later comparison. CMDB: Configuration Management Database CMS: Configuration Management System Configuration Item (CI): Any component that needs to be managed in order to deliver an IT Service.42 Glossary Alert: A warning that a threshold has been reached.

Process Owner: Role responsible for ensuring that a process is fit for purpose. process. Modeling: A technique used to predict the future behaviour of a system. Remediation: Recovery to a known state after a failed Change or Release RFC: Request for Change Service: A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and risks Service Owner: Role that is accountable for the delivery of a specific IT service SCD: Supplier and Contracts Database Service Assets: Any capability or resource of a service provider 81 Copyright The Art of Service . CI etc MTBF: Mean Time Between Failures (Uptime) MTBSI: Mean Time Between Service Incidents MTRS: Mean Time to Restore Service (Downtime) OLA: Operational Level Agreement Process: A structured set of activities designed to accomplish a specific objective.Maintainability: A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure.

Often summarized as ‘what it does’. Maintainability of IT services/CI’s under control of external suppliers. Trigger An indication that some action or response to an event may be needed. SIP: Service Improvement Plan SKMS: Service Knowledge Management System SLA: Service Level Agreement SLM: Service Level Manager SLR: Service Level Requirements SSIP: Supplier Service Improvement Plan Status Accounting: Reporting of all current and historical data about each CI throughout its lifecycle. Copyright The Art of Service 82 . UC: Underpinning Contract Utility: Functionality offered by a product or service to meet a particular need.Serviceability: Measures Availability. VBF: Vital Business Function Warranty: A promise or guarantee that a product or service will meet its agreed requirements. Reliability. Tuning: Used to identify areas of the IT infrastructure that could be better utilized.

TSO Websites www.org www. Continual Service Improvement (2007) OGC.au www.com 83 Copyright The Art of Service . London. Service Design (2007) OGC. London. London. TSO ITIL.com. TSO ITIL. London.theartofservice. Service Transition (2007) OGC.43 References ITIL. London. Service Strategy (2007) OGC.theartofservice. TSO ITIL.artofservice. TSO ITIL. Service Operation (2007) OGC.

71. 9 assets. 42 application portfolio 42 Application Service Provision 21 application service provisioning 69 Application Sizing 62. 3 business 11. 75 articulate 17 customer's 73 business action 16 business activity 18.INDEX* A Access Management 2. 52. 15. 68 modified 80 operational 42 Art of Service 1-83 Art of Service ITIL 1 Art of Service Objective Tree 2. 23-7. 52. 59. 52. 50. 65. 73. 72 Business Continuity Management 26 business demands 18 business expectations 54 Copyright The Art of Service 84 . 5 APMG ITIL Foundation Mock Exam. 34. 42. 36-8. 29-32. 61 AMIS 25 AMIS Availability Management Information System 78 APMG 6-7 APMG ITIL 1. official 50 Application Management 42 total costs 63 Application Management Function 2. 80 Basic Concepts 11. 17. 73. 44. 21. 67. 36. 21. 46 Access Management and Request Fulfilment 66 Access Management Processes 65 accountability 12 Accredited Training Organization 1 act 51. 40-9 BCM Business Capacity Management 78 BCP Business Continuity Plan 78 BIA Business Impact Analysis 78 book 1. 17-19. 24-5. 79 business case 16. 15. organization s 27 Automated workflow of ITIL processes 53 Availability and Information Security management 39 Availability Management Information System 25 Availability Management Process 11 B backup 43 balance 37 baseline 48. 80 applications 39.

24. 15. 39. 16. 75. 74. 24. 47 business perspective 67. 81 authorized 35 completed 32 failed 81 normal 45 planned 33 changes/transitions 29 CI (Configuration Item) 31. 80-2 CI monitoring tools 43 CIA 27. 80-1 capacity 14. 70. 80 CMDB Configuration Management Database 78 85 Copyright The Art of Service . 43. 68. 19. 50-1. 39. 78. 20. 61. 43. see Configuration Items Closed book exam 5 CMDB 30-1. 70. 18. 56-7. 43. 54. 72 capacity levels 70 Capacity Management 2. 58. 63 Change Management and Service Level Management 66 Change Management process 75 Change Manager 63 Change Mgt 32 Change Schedule 32-3 changes 12. 67 Business Services Catalogue 23 business situation 52 business time scales 26 business value 17 C CAB Change Advisory Board 78 Calling Service Desk 38 capabilities 11. 39. 4 Change Advisory Board 33 change decisions 33 Change Management 2. 33. 63. 55.business expertise 21 Business Function 82 business objectives 9. 68. 32-3. 62. 75. 79. 68. 12. 29. 61. 62 Capacity Manager 61 capacity requirements 62 capacity threshold 58 Centralized Service Desk 38 Certification Pathway 2. 13. 74 business security 27 Business Service Catalogue 23. 46 CIs. 32-3. 35. 73 Capacity Management Information System 24 capacity management process 24. ineffective 65 business requirements 20. 59. 60. 69 business process 21 Business Process Outsourcing 21 business processes.

52. 62. 80 CMS Configuration Management System 78 confidentiality 27-8. 55 Contract Management Copyright 60 cook 15-16 Core Service Package 16 Cost of Service 37 costs 11. 23. see CI Configuration Items (CIs) 31. 73. 80 contact 38-9. 52. 19. 81 delivery of services 54. 63. 83 CSI Continual Service Improvement 78 CSI Model 47 CSIP Continual Service Improvement Program 78 CSP Core Service Package 78 customer complaints 67.CMIS 24 CMIS Capacity Management Information System 78 CMS 30-1. 33-4. 36. 74. 54. 64. 49 continuity 14. 80 Configuration Management 31 Configuration Management Database 30. 46 Configuration Item. 64-5. 21. 68. 34. 73 Demand Management Process 24 Demand Management strategies 24 departments 29. 81 customers Copyright 58 D data. 37. 42 Deployment Management 2. 47-8. 58. 6 Continual Service Improvement. 55. 70-1. 54. 71. 72 Customer demand for Services 18 Customer Metrics 64 customer organizations 21 customer perception 73 customer perspective 37 customers 11. 40. 41. 62 content 1. 50. 61. 81 cross-functional coordination 68 CSI (Continual Service Improvement) 2. 60. 57. 54. 66. 55-7. 67. 21. 16. 58 Demand Management 2. 42. 59-60. 67. 74-5. 74. 28. 80 configuration management system 31. 43. see CSI Continual Service Improvement Phase 10 Continual Service Improvement Process 3. 18. see DML Definitive Spares (DS) 34-5 delivery 12. 48. 47. 69. 67 Design and Transition to Operations and Improvement Copyright Copyright The Art of Service 54 86 . 15-16. organization s 39 Definitive Media Library. 70. 71 Deployment Management process 71 design 15. 52. 13-16.

43. 67 evaluation 27.design implementation 47 design specification 36 design staff 40 design standards 71 designations 3 development 17. 70 Financial Management system 63 Formal arrangements 21 Forward Schedule of Changes (FSC) 32. 18 Exam Preparation book 1 Exam Prerequisites 2. 6. 5 excess capacity 18. 63 emergency change process 63 emergency changes 63. 23. 36 Development of Service Knowledge Management System development Services 64 discern 47 DML (Definitive Media Library) 34-5. 60. 68. 36 functionality 39. 50 Foundation Bridging Exam 1 Foundation Program. 63. 80 Downtime 81 DS (Definitive Spares) 34-5 E ECAB (Emergency Change Advisory Board) 32-3. 79-81 Financial Management 59-60. 73 execution 39. 75 evaluating 63 errors 44. 66 Event Management and Service Desk 66 exam 1. 5 exam process 6 Exam Specifics 2. 8. accredited ITIL 10 FSC (Forward Schedule of Changes) 32. 46 Expert status 4 External Business View 37 External Service Provider Copyright 12 F Facilities Management 41 Facilities Management and Event Management failure 39. 50 functional requirements 20. 50 Event and Access Management Processes 65 Event Management 2. 63 ECAB Emergency Change Advisory Board 78 effort 15-16 Emergency CAB 32-3 Emergency Change Advisory Board (ECAB) 32-3. 29. 53. 82 30 66 87 Copyright The Art of Service . 76.

58. 11. 48. 43-4. 48-9 goal. 39. 27. 44-5. 60. 68. 39-41. 47. 74-5. 70 ITIL Service Lifecycle 10 ITIL V2 FOUNDATION MATERIAL 6 ITIL V3 framework 57 ITSM 9. 56 J justifiable capacity K Copyright The Art of Service 73 88 . defined 55 groups. 23-7. 59. 21. 13. 36. 63. 38. 34. 59 Goal 17-18. 30-2. 35. 26. 35. 80 G goal 24. 66. 41. 60. 69. 70 H holistic Service Lifecycle approach 11 I implementing resources 11 Incident Management 35. 65-6. functional 12 guidance 12. 56. 53. 40. 71 incident management record 58 Incident Manager 13 Incident Model 62 incidents 28. 79 ISM Information Security Management 78 ISMS Information Security Management System 78 IT-organization 38 ITIL 1-2. 55. 80 automated 72 multiple 61 record 62 Indian restaurants 15 Information Security and Availability Management 46 Information Security Management 2. 8-9. 32. 78 ITSM processes 49. 52. 65. 67.functions 10. 63. 21. 14. 58-60. 12-13. 56-7. 46. 75-6. 40-6. 4. 83 ITIL implementations 59 ITIL phases 72 ITIL processes 13. 74 Information Security Management and Access Management 25 infrastructure 13. 53. 71. 62. 82 technical 58 infrastructure cost 65 Infrastructure Lifecycle 57 Insourcing 69 Internal Service Provider 12 Intranet forms/requests 38 investment 21.

72 London 1. 43. 61. 69. 45. 33. 53. 43. 59 modified processes 19 monitor 13. 58. 59. 75 monitor interactions 53 monitoring 22. 35. 79. 30. 65. see MTBF Mean Time Between System Incidents (MTBSI) Mean Time to Restore (MTTR) 51. 47. 47-8. 48 Knowledge Management 2. 81 Mean Time to Restore Service (MTRS) 51. 54 defined test 36 chargeback 75 desktop 67 logical 31. 53. 73 Major Problem Reviews 44 malfunction 63 management 11-12. 43. 42. improved 72 Known Error 60. 51-2. 39. 81 memorize 47. 17. 65 monitoring identity status Logging 46 MoR Management of Risk Copyright 78 51. 81 89 Copyright The Art of Service . 49 metrics 19. Add. 64 application-based 48 model 36. 41.KEDB 78. Change) 39 Maintainability 81-2 maintenance 23. 22. 70. 80 Key Terms 13. 69 knowledge management. 47. 82 Lifecycle Programs 4 Local Service Desk 38 Local Service Desk structure 72 location 15. 80 L letters 49 liability 3 lifecycle 14. 28. 68 Managing Applications 42 Master 76 meal 15-16 Mean Time 51 average 69 Mean Time Between Failures. 83 M MAC (Move. 19. 52. 61. 65. 21. 24-5. 57-8 management decision 30 Management Lifecycle 57 management practices 56 management systems 52 managers 12-13.

Change (MAC) 39 MTBF (Mean Time Between Failures) 51. 11-12 ownership 11. 13. 55-6. external 69 organization 9. 7. 65 network capacity 80 non-authorized users 39. 17. 59. 66 PIR (Post Implementation Review) 33. 81 Operational Level Agreements (OLAs) 58. 59 Copyright The Art of Service 90 . 42. 81 MTBSI (Mean Time Between System Incidents) 51. 69 Perspectives of ITSM 11 phase 1. 13-15. strategic 14-15. 69 knowledge process 21. 41. 51.Move. 69 outsourcing delivery model options 69 outsourcing organizations 21 owner 3. 21. 61. 60. Add. 56 Organizational Readiness Assessment 20 organizational structure 12 organizations release policy 35 organization s 21 organization s business processes 42 organization s staff member/employee 13 outcomes 11. 32. 73 OGC 83 OLAs (Operational Level Agreements) 58. 81 P Patterns of Business Activity 18 Payroll Service 12 PBA Pattern of Business Activity 79 performance 22. 28. 81 MTBSI Mean Time 79 MTRS (Mean Time to Restore Service) 51. 79. 30. 81 MTRS Mean Time to Restore Service 79 MTTR (Mean Time to Restore) 51. 21. 69. 48. 75 performance modelling processes 72 person 3. 39. 13. 18-19. 81 operational management 40 Operations Management Function 2. 15. 16 outsourcing 21. 53. 50 Plan 47. 68 external 21 profitable international 57 organizational capabilities. 81 N neighbourhood 15 network 13. 13. 60. 41 organisation. 79. specialized 13. 67. 46 O objectives. 79.

Post Implementation Review (PIR) 33, 50 practice exam questions 3, 6, 50 Proactive Problem Management 44 problem 60-1, 67, 80 Problem Management 2, 44, 53, 63, 66 problem management processes 72 Problem Manager 61 process data 49, 51 process expertise 21 Process Improvement 47 process manager 12-13 Process Metrics 48, 64 process owner 11-12, 48, 55, 81 processes 1, 6-7, 10-13, 19, 21, 23, 29, 33, 46, 48, 52, 55-7, 62-3, 66, 68, 80-1 [2] Projected Service Outage 32-3 provision 18, 22 PSO 32-3 PSO Projected Service Outage 79 publisher 3 Q QA Quality Assurance 79 QMS Quality Management System quality 9, 11, 16, 30, 39, 48, 80 perceived 16 seamless 21, 54 quality food 15


R RACI model 12, 62 RACI Model 12 Reactive Problem Management 44 Reduced level of customer complaints 72 Reduced Problem resolution time 72 Reduced technology investment 72 release 29, 34-6, 67, 70-1, 81 deploy 34 Release and Deployment Management 2, 34, 71 Release and Deployment Management process 71 Release Management 34-5 Release Package 35 Release Unit 35 request 13, 33, 39, 45, 68, 81 Request Fulfilment 2, 45 resources 13, 20, 40, 51, 56, 61, 68-9, 75, 80-1 direct 48 responsibilities 12, 29, 47, 52, 67 restaurant 15-16 Restore Service 67 Retired Services 17


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RFC Request for Change 79 rights 3, 46 risks 11, 15-17, 81 roles 13, 40, 42, 47, 52, 62-3, 81 Row 12 S SAC Service Acceptance Criteria 79 SACM Service Asset and Configuration Management 79 Schedule of Approved Changes 33 Scope 27, 31, 47 security 16, 27-8, 55 Security Incident 28 Self-Contained units of organizations 55 Self Help 38 Service Acceptance Criteria 20 service acceptance/review criteria 36 Service Applicability 20 Service Asset 35 Service Asset & Configuration Management 53, 70 Service Asset and Configuration Management 2, 31, 59, 71, 74 service assets 19, 31, 73, 81 service availability 25, 39, 69 service availability matches 50 Service Capability 51 Service Catalog 73 Service Catalog Management 2, 23 Service Catalogue 17, 23, 54, 64 Service Catalogue Management 71 Service Catalogue Management works 23 service component 35 Service Contacts 20 Service Continuity Management 2, 26, 53, 68, 78 service delivery 42, 56 Service Delivery and Service Support 51 Service Delivery Lifecycle 57 Service Design 2, 19, 29, 40-1, 50, 52, 56, 71-2, 74, 83 Service Design & Topology 20 Service Design Manager 13, 29 Service Design Package contents 20 Service Design Packages 19, 29 Service Design Phase 10-11, 36, 73 Service Design s 19 Service Desk 38, 61-2, 65, 67-9, 72, 74 Service Desk Function 2, 38, 45 Service Desk Operators 65, 67 Service Desk Organizational Structures 38 Service Functional Requirements 20 service improvement 72 Service Improvement Plan 82 Service Improvement Programme (SIP) 50, 82 Copyright The Art of Service


Service Incidents 79, 81 Service Knowledge Management System (SKMS) 30, 82 Service Level 33, 58, 64-5 Service Level Agreements, see SLAs Service Level Management 21, 23, 59-60, 63, 67 effective 72 Service Level Management Copyright 70 Service Level Manager 58, 61, 82 Service Level Packages 16, 64 Service Level Requirement (SLR) 20, 50, 79, 82 Service Level Requirements 20, 50, 82 Service Lifecycle 1-2, 8-9, 14, 30, 50, 54, 57, 69, 74 Service Lifecycle approach to ITSM 56 Service Management 1-2, 4, 9-11, 15, 17, 40, 56-7, 78 service management activities 27 Service Management Copyright 62 service management processes 47-8 service management systems 19, 52 Service Measurement 3, 48 Service Metrics 48, 64 service models 59 Service Operation 2, 34, 37, 74-5, 83 service operation, normal 43, 53 Service Operation and Continual Service Improvement 50 Service Operation Phase 10 Service Operation processes, missing 66 Service Operational Plan 20 Service Organization 72 service owner 12, 65, 81 Service Packages 16, 64 Service Pipeline 17, 54 Service Portfolio 17, 23, 54 Service Portfolio Management 2, 17, 59, 75 Service Program 20 service provider 14, 17-18, 81 Service Provider Types 12 service providers, external 31 service provision 26, 31, 38 service quality 32, 37 Service Request 39, 45, 68 service requirements 36, 65 Service Retirement 19 Service Solutions 19-20 Service Strategy 2, 6, 15, 50, 66, 74, 83 Service Strategy and Continual Service Improvement 50 Service Strategy Copyright 72 Service Strategy Phase 10 Service Strategy processes 59 Service Support 51 Service Transition 2, 29, 50, 53, 56, 70, 72, 74, 83 Service Transition and Continual Service Improvement 74


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7. 45 standby. 36. 64. 57. 59-60 Copyright The Art of Service 94 . 82 SLM Service Level Management 79 SLP Service Level Package 79 SLR. 43. 51. hot 26 Step Improvement Process 47. 58. 49. 82 SLM 21. 82 SKMS Service Knowledge Management System 79 SLA Service Level Agreement 79 SLAs (Service Level Agreements) 7. 35. 54 Supplier Management 2. 61. 55. 50. 54. 36 Service Value 15 service works 67 Serviceability 82 services 1-83 based 21 changed 29. 40. 55. 62 decommissioned 17. 62 Standard Changes 39. 63. see Service Level Requirement SLR Service Level Requirement 79 software 13. 14. 68 application 42 process handling 38 SPM Service Portfolio Management 79 SSIP Supplier Service Improvement Plan 79 stability 37. 42 customer service 16 SKMS (Service Knowledge Management System) 30. 48. 64. 68 staff 30. 64 portfolios of 19. 23. 73-4 stakeholders 11. 38. 36 Service Transition Plan 20 Service Validation 2. 73 provider s 17 standard 45 transitioned 35 services/CI s 82 Services Delivery and Support 43 services match 36 Shared Service Provider 12 SIP (Service Improvement Programme) 50. 51 strategy 1. 52. 21-2. 64 deployment 17 end-to-end 48 maximizing 75 modified 19. 57. 53 operational 23. 51.Service Transition and Service Operation 50 Service Transition Manager 29 Service Transition Phase 10. 82 SIP Service Improvement Plan 79 skills 38.

37 www. 67 terminology 6.theartofservice. 64. 65. 72. 19.au www. 60 Technical Management Function 2. 55.com 83 95 Copyright The Art of Service . 52 technology help 7. 16. 64. 55. 40. 64. 51-2. 13. 45. 51. 82 V V2 6 validation 36 VBF Vital Business Function Virtual Service Desk 38 vision 47-8. 52. 57. 18 basic 8 Uptime 51. 67-8. 28. 38. 65. 40 Technical Service Catalogue 23 technology 7-8. 8. 61. 82 T Table of Contents 2 Technical Management 40. 10 time 7. 31. 13.theartofservice. 74 authorized 46 utility 16. 80 TQM Total Quality Management 79 trademarks 3 Train service desk 67 tree 9 TSO 83 U understanding 1.Supplier Management works 21 Supplier Service Improvement Plan suppliers. 9. 15. 6. 65. 58. 55. 82 Support Business processes 42 support services 56 Supporting Service Package 16 synthesis/application level 6 system architects/designers 48 22.org www. 48. 81 users 13.com. 82 words 6-7 key 6. 75 purchase 61 Technology Architectures 19. 81 tools 8-9. 15-16. 54 79 W warranty 3. 53 Technology Metrics 48. 57. 70.artofservice. external 21-2.

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