Workbook for Course 1197 Achieving ITIL ® Foundation Certification 1197/WB/C.4/605/C.3 by Raymond Powell ITIL ® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Workbook for Course 1197
Achieving ITIL® Foundation Certification
1197/WB/C.4/605/C.3
by Raymond Powell
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015 Edition. No part of this document may be reproduced in any form without the written
permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected]. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
© LEARNING TREE INTERNATIONAL, INC.All rights reserved.
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No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, or translated into any language, without the prior written permission of the publisher.
Copying software used in this course is prohibited without the express permission of Learning Tree International, Inc. Making unauthorized
copies of such software violates federal copyright law, which includes both civil and criminal penalties.
1197-WB-i Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Workbook Contents
Assignment 1: ITIL and the Service Lifecycle ...................................................................... 1
Assignment 2: Service Strategy Key Concepts ................................................................... 5
Assignment 3: Service Design Key Concepts ..................................................................... 7
Assignment 4: Service Transition Key Concepts ............................................................... 11
Assignment 5: Service Operation Key Concepts ............................................................... 13
Assignment 6: Continual Service Improvement Key Concepts .......................................... 15
Additional Study Options 1: Processes and Functions Across the Lifecycle ..................... 17
Additional Study Options 2: IT Service Management and Service Strategy ...................... 23
Additional Study Options 3: Service Design ...................................................................... 27
Additional Study Options 4: Service Transition .................................................................. 33
Additional Study Options 5: Service Operation Processes ................................................ 39
Additional Study Options 6: Service Operation Functions ................................................. 43
Additional Study Options 7: Continual Service Improvement ............................................ 45
1197-WB-ii Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
1197-WB-1 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 1: ITIL and the Service Lifecycle
Part of preparing for the ITIL Foundation exam requires you to understand key concepts, definitions, and purposes used within the ITIL framework and across the lifecycle. The exam is intended for you to recognize the key concepts and match them to the definitions. This assignment is intended to provide you with the key terms and definitions and have you recognize and match them. Your tasks Task 1: Match the five phases of the service lifecycle with the purpose of each phase.
SERVICE STRATEGY
1. To ensure that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle
SERVICE DESIGN
2. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
SERVICE TRANSITION
3. To define the perspective, position, plans, and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes
SERVICE OPERATION
4. To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes
CONTINUAL SERVICE IMPROVEMENT
5. Design IT services together with the governing IT practices, processes, and policies
1197-WB-2 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 1: ITIL and the Service Lifecycle (continued)
Task 2: Match the concept or term in the left column with the definition in the right column.
SERVICE
1. A set of specialized
organizational capabilities for providing value to customers in the form of services
SERVICE MANAGEMENT
2. A team or group of people and the tools or other resources they use to carry out one or more processes and activities
UTILITY 3. Providing assurance in terms
of availability, capacity, security, and continuity
WARRANTY
4. A means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific costs and risks
FUNCTION
5. Comprises a set of responsibilities, activities, and authorities granted to a personor team
PROCESS
6. Supporting business outcomes in terms of enhancing or enabling the performance of customer assets
ROLE
7. A structured set of activities that achieve a specific objective
1197-WB-3 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 1: ITIL and the Service Lifecycle
(continued)
Task 3: Match the question in the left column with the answer in the right column.
What are the three types of service providers?
1. RACI Matrix
What two components are important to deliver value?
2. Internal service provider
Shared service unit External service provider
Which tool can be used to define roles and responsibilities?
3. Can be measured Delivers specific results Delivers to a customer or stakeholder Responds to specific events
What are the four characteristics of every
process?
4. Utility and Warranty
1197-WB-4 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
1197-WB-5 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 2: Service Strategy Key Concepts
This assignment is intended to provide key service strategy concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service strategy concept or term in the left column with the definition in the right column.
GOVERNANCE 1. Service assets used as direct inputs
for production
RISK
2. The ability to tie the IT service provider and the business customer together by defining common directions, policies, and rules
PATTERNS OF BUSINESS ACTIVITIES
3. A decision-support and planning tool that projects the likely consequences of a business action
RESOURCES 4. A workload profile of one or more
business activities
CAPABILITIES 5. A possible event that could cause
harm or loss, or affect the ability to achieve objectives
SERVICE PORTFOLIO
6. Repository of commitments and investments made by a service provider across all customers and market spaces
BUSINESS CASE 7. Service assets used to deliver value
by managing and directing resources
1197-WB-6 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 2: Service Strategy Key Concepts (continued) Task 2: Match the service strategy process in the left column with the purpose in the right column.
SERVICE PORTFOLIO MANAGEMENT
1. To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes
FINANCIAL MANAGEMENT
2. To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs
BUSINESS RELATIONSHIP MANAGEMENT
3. To secure the appropriate level of funding to design, develop, and deliver services that meet the strategy of the organization
1197-WB-7 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 3: Service Design Key Concepts
This assignment is intended to provide you with the key service design concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service design concept or term in the left column with the definition in the right column.
FIVE ASPECTS OF DESIGN
1. A database or structured document with information about all live IT services, including those available for deployment
FOUR Ps OF DESIGN
2. A blueprint of what is required to deliver the necessary changes to accomplish the design of the new, changed, or retired service
SERVICE DESIGN PACKAGE
3. A written agreement between an IT service provider and a customer defining key service targets and responsibilities of both parties
SERVICE CATALOG
4. A contract between an IT service provider and an external supplier that defines targets and responsibilities that are required to meet targets in an SLA
SERVICE LEVEL AGREEMENT
5. Service solution Measurement design Process design Technology and architecture Management information systems
OPERATIONAL LEVEL AGREEMENT
6. People, process, products, partners
UNDERPINNING CONTRACT
7. An agreement between an IT service provider and an internal support group that assists with the provision of services
1197-WB-8 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 3: Service Design Key Concepts (continued)
Task 2: Match the service design concept in the left column with the process in the right column.
Business, service, and component level management
1. DESIGN COORDINATION
Availability, reliability, maintainability, serviceability
2. SERVICE LEVEL MANAGEMENT
Service improvement plan 3. SERVICE CATALOG
MANAGEMENT
Information security policy 4. SUPPLIER MANAGEMENT
Technical/support view Customer/business view
5. AVAILABILITY MANAGEMENT
Business impact analysis 6. CAPACITY MANAGEMENT
Supplier and contract management information
system
7. IT SERVICE CONTINUITY
MANAGEMENT
Service design package 8. INFORMATION SECURITY
MANAGEMENT
1197-WB-9 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 3: Service Design Key Concepts
(continued) Task 3: Match the service design process in the left column with the purpose in the right column.
DESIGN COORDINATION
1. To ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner
SERVICE LEVEL MANAGEMENT
2. To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally
SERVICE CATALOG MANAGEMENT
3. To obtain value for money from suppliers and ensure all contracts with suppliers meet business needs
SUPPLIER MANAGEMENT
4. To ensure that the capacity of IT services and the IT infrastructure meet the agreed capacity and performance-related requirements in a cost-effective and timely manner
AVAILABILITY MANAGEMENT
5. To ensure that all current and planned IT services are delivered to agreed achievable targets
CAPACITY MANAGEMENT
6. To reduce risks to IT services to agreed acceptable levels and to plan and prepare for the recovery of IT services
IT SERVICE CONTINUITY MANAGEMENT
7. To ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle
INFORMATION SECURITY MANAGEMENT
8. To align IT security with business security and ensure that the confidentiality, integrity, and availability of the organization’s assets, information, data, and IT services always match the agreed needs of the business
1197-WB-10 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
1197-WB-11 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 4:
Service Transition Key Concepts
This assignment is intended to provide you with the key service transition concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service transition concept or term in the left column with the definition in the right column.
SERVICE CHANGE
1. Includes: A high-level description, including business outcomes and levels of warranty and utility required A full business case An outline schedule
CHANGE PROPOSAL 2. Pre-defined way to deal with
particular types of changes
CHANGE ADVISORY BOARD
3. A set of tools and databases used to manage all of the IT service provider’s configuration data
CHANGE MODEL 4. The addition, modification, or
removal of anything that could have an effect on IT services
CONFIGURATION ITEM
5. A secure library in which the definitive authorized versions of all media CIs are stored and protected
CONFIGURATION MANAGEMENT SYSTEM
6. A body that assists change management to assess, evaluate, and prioritize changes
DEFINITIVE MEDIA LIBRARY 7. Any component or other service
asset that needs to be managed in order to deliver an IT service
1197-WB-12 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 4: Service Transition Key Concepts (continued)
Task 2: Match the service transition process in the left column with the purpose in the right column.
TRANSITION PLANNING
AND SUPPORT
1. To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
CHANGE
MANAGEMENT
2. To ensure that these are available in the right place at the right time to enable informed decision
SERVICE ASSET AND
CONFIGURATION MANAGEMENT
3. To plan, schedule, and control the build, test, and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services
RELEASE AND DEPLOYMENT MANAGEMENT
4. To provide overall planning for service transition and to coordinate the resources that they require
KNOWLEDGE MANAGEMENT
5. To ensure that assets required to deliver services are properly controlled, and accurate and reliable information about those assets is available when and where it is needed
1197-WB-13 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 5: Service Operation Key Concepts
This assignment is intended to provide you with the key service operation concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service operation concept or term in the left column with the definition in the right column.
INCIDENT 1. A problem with a documented
root cause and a workaround
PROBLEM
2. A repository of all known errors including all information relevant to minimizing the impact of resulting incidents
KNOWN ERROR 3. Any change of state that has
significance for the management of a configuration item or service
WORKAROUND 4. Local, Centralized, Virtual,
Follow-the-sun
KEDB
5. An unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a CI that has not yet impacted a service
EVENT 6. A generic term for the many
types of demands or requests made by users
ALERT
7. A temporary, predefined way of overcoming incidents caused by a problem before a full resolution is available
PRIORITY 8. The underlying cause of one or
more incidents
SERVICE REQUEST
9. A warning that threshold has been breached, something has changed, or a failure has occurred
SERVICE DESK TYPES 10. Impact and Urgency
1197-WB-14 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 5: Service Operation Key Concepts (continued)
Task 2: Match the service operation process in the left column with the purpose in the right column.
INCIDENT MANAGEMENT
1. To provide the right for users to be able to use a service or group of services, executing policies and actions defined in information security management
PROBLEM MANAGEMENT
2. Prevent the occurrence of problems and resulting incidents Eliminate recurring incidents Minimize the adverse impact of unavoidable incidents
REQUEST FULLFILMENT
3. To manage events throughout their lifecycle by detecting events, making sense of them, and determining the appropriate control action
EVENT MANAGEMENT
4. To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality and availability are maintained
ACCESS MANAGEMENT
5. Provide a channel for users to request and receive standard predefined and approved services
1197-WB-15 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Assignment 6: Continual Service Improvement Key Concepts
This assignment is intended to provide you with the key continual service improvement concepts and terms and have you recognize and match them. Your tasks Task 1: Match the continual service improvement concept or term in the left column with the definition in the right column.
CSI REGISTER 1. Technology, process, services
DEMING CYCLE 2. Set of questions asked to build
a culture of improvement
CSI APPROACH 3. Plan, do, check, act
METRIC TYPES 4. A repository to record all the
improvement opportunities
1197-WB-16 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
1197-WB-17 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 1:
Processes and Functions Across the Lifecycle
The ITIL framework defines the service lifecycle. It is made up of a number of stages, each stage having its own purpose. A number of processes and functions have also been defined that provide the mechanisms to achieve the objectives of each of the lifecycle stages. Your task This assignment contains:
• A brief description of the objectives of each of the service lifecycle stages
• A brief overview of each of the processes and functions
You should think about each of the processes and functions, and decide which of the lifecycle stages has the strongest link and is most likely to “own” that process or function. For example, you may think that incident management has the strongest links with the service operation stage of the service lifecycle because it appears to be a day-to-day activity aimed at fixing faults.
1197-WB-18 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 1: Processes and Functions Across the Lifecycle (continued) SERVICE LIFECYCLE STAGES
SERVICE STRATEGY To define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes
SERVICE DESIGN To design IT services together with the governing IT practices, processes and policies to realize the service provider’s strategy
SERVICE TRANSITION To ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle
SERVICE OPERATION To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
CONTINUAL SERVICE IMPROVEMENT To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes
1197-WB-19 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 1: Processes and Functions Across the Lifecycle
(continued)
SERVICE MANAGEMENT PROCESSES FINANCIAL MANAGEMENT To secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization
ACCESS MANAGEMENT To provide the right for users to be able to use a service or group of services, executing policies and actions defined in information security management
BUSINESS RELATIONSHIP MANAGEMENT To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs
SERVICE LEVEL MANAGEMENT To ensure that all current and planned IT services are delivered to agreed achievable targets
RELEASE AND DEPLOYMENT MANAGEMENT To plan, schedule and control the build, test and deployment of releases and to deliver new functionality required by the business while protecting the integrity of existing services
IT SERVICE CONTINUITY MANAGEMENT To reduce risks to IT services to agreed acceptable levels and to plan and prepare for the recovery of IT services
AVAILABILITY MANAGEMENT To ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner
EVENT MANAGEMENT To manage events throughout their lifecycle by detecting events, making sense of them and determining the appropriate control action
SERVICE CATALOG MANAGEMENT To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it
KNOWLEDGE MANAGEMENT To share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions and to improve efficiency by reducing the need to rediscover knowledge
1197-WB-20 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 1: Processes and Functions Across the Lifecycle (continued) SERVICE MANAGEMENT PROCESSES (continued)
CHANGE MANAGEMENT To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
SERVICE ASSET AND CONFIGURATION MANAGEMENT To ensure that assets required to deliver services are properly controlled and accurate and reliable information about those assets is available when and where it is needed
INFORMATION SECURITY MANAGEMENT To align IT security with business security and ensure that the confidentiality, integrity and availability of the organization’s assets, information, data and IT services always matches the agreed needs of the business
INCIDENT MANAGEMENT To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality and availability are maintained
PROBLEM MANAGEMENT To manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal
CAPACITY MANAGEMENT To ensure that the capacity of IT services and the IT infrastructure meets the agreed capacity- and performance-related requirements in a cost-effective and timely manner
REQUEST FULFILLMENT To manage the lifecycle of all service requests from users
PROCESS SUPPLIER MANAGEMENT To obtain value for money from suppliers and ensure all contracts with suppliers meet business needs
SERVICE PORTFOLIO MANAGEMENT To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes
DESIGN COORDINATION To ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle
TRANSITION PLANNING AND SUPPORT To provide overall planning for service transitions and to coordinate the resources that they require
SEVEN-STEP IMPROVEMENT PROCESS To define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements
1197-WB-21 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 1: Processes and Functions Across the Lifecycle
(continued)
SERVICE MANAGEMENT FUNCTIONS
THE SERVICE DESK To be the single point of contact for IT users on a day-by-day basis and to handle all incidents and service requests
TECHNICAL MANAGEMENT To be the custodian of technical knowledge and expertise related to managing the IT infrastructure and to provide and manage the actual resources to support the IT Service Management Lifecycle
APPLICATION MANAGEMENT To be the custodian of expertise and provide the actual resources necessary to manage applications throughout the IT Service management Lifecycle
IT OPERATIONS MANAGEMENT Oversees the execution and monitoring of operational activities and events and to manage the physical environment including data centers, recovery sites and the associated power and cooling equipment
1197-WB-22 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
1197-WB-23 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 2: IT Service Management and Service Strategy
Task 1: In the table below, write the name of the missing term and provide an example of how it is used.
Definition Term Example of how it is used
A decision support and planning tool that projects the likely consequences of a business action
A workload profile of one or more business activities
Ties the IT service provider and the business customer together by defining common directions, policies and rules
Measure by the extent to which the service meets customer expectations
A possible event that could cause harm or loss
Task 2: Fill in the missing words. Value is created for a c_______ when a service has the right levels of both
w_______ and u________ .
U_______ is described as “fit for_______” and is achieved when a service
enhances the p_________ of the customer, or removes c_________.
W_______ is described as “fit for _______” and is achieved when a service
has the right levels of security, a______, continuity, and c________.
1197-WB-24 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 2: IT Service Management and Service Strategy (continued) Task 3: For each listed service asset, indicate whether it is a resource or capability. The first one has been completed for you. Also fill in the missing service asset.
Service Asset Resource or Capability
Applications Resource
Knowledge
Organization
Infrastructure
?
Management
Information
Financial capital
Processes
Task 4: An external internet service provider’s service catalog has the following services. Label each one as “core,” “enabling” or “enhancing.”
Service Core, Enabling or Enhancing
Additional 2 GB of online storage
24 x 7 telephone service desk
Router installation and set up
24 x 7 internet access
In ITIL terminology, what type of service provider is the one described above?
A. Type I
B. Type II
C. Type III
1197-WB-25 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 2: IT Service Management and Service Strategy
(continued)
Task 5: Which of the following are service strategy processes discussed at the Foundation level?
1. Availability management
2. Problem management
3. Capacity management
4. Financial management for IT services
5. Business relationship management
6. Service portfolio management
7. Change management
8. Service level management
9. Incident management
10. Release and deployment management Task 6: Where on this RACI matrix do you see a mistake or inconsistency?
1197-WB-26 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 2: IT Service Management and Service Strategy (continued) List three benefits of using a RACI matrix: A RACI matrix will help to:
1. _________________________________________________________
2. _________________________________________________________
3. _________________________________________________________
1197-WB-27 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 3: Service Design
Task 1: Supply the missing terms.
Definition Term
The ability of third-party suppliers to meet the terms of their contract regarding availability, reliability and maintainability
Documents the current levels of resource utilization and service performance and forecasts the future requirements for resource to support the proposed IT services based upon consideration of the business strategy and plans
A database or structured document with information about all live IT services, including those available for deployment
An analysis that answers the following questions:
• How much could the organization lose by a service disruption or disaster?
• How quickly would the losses mount up?
• How long before the business was unable to operate?
• When and how should services be recovered (based on a cost/benefit analysis)?
This type of SLA covers all the services received by a single customer group
1197-WB-28 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 3: Service Design (continued) Task 2: In the graphic below, what are the missing agreements?
1197-WB-29 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 3: Service Design
(continued)
Task 3: Which of the following are service design processes discussed at the Foundation level?
1. Availability management
2. Event management
3. Capacity management
4. Financial management for IT services
5. Problem management
6. Design coordination
7. Change management
8. Information security management
9. Service catalog management
10. Service level management
11. Service portfolio management
12. IT service continuity management
13. Supplier management Which service design process takes information from all the other processes? _____________________________________________________________
1197-WB-30 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 3: Service Design (continued) Task 4: How often should service review meetings take place?
A. When there has been a problem
B. Never
C. Regularly
D. Whenever the service owner decides List at least one agenda item for a service review meeting: _____________________________________________________________ _____________________________________________________________ Task 5: A service design package should be produced for:
1. A new service
2. A major upgrade to an existing service
3. _________________________________________________________
1197-WB-31 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 3: Service Design
(continued)
Task 6: Fill in the graphic below with the five aspects of service design.
1197-WB-32 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 3: Service Design (continued) Task 7: What are the four Ps of service design? Write them in the table below. Associate each of the Ps you wrote with one of the phrases below (by drawing a line connecting the P to the phrase):
P Phrase
1.
Good IT Infrastructure tools and technology
2.
Relationships with manufacturers and suppliers
3.
Effectiveness and efficiency
4.
Having the right skills, appropriate training and the right service culture
1197-WB-33 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 4: Service Transition
Task 1: Supply the missing terms.
Definition Term
A predefined way to deal with a particular type of change
A preauthorized change that is low risk, relatively common, and follows a procedure or work instruction
A formal communication seeking an alteration to one or more configuration items
An asset, service component, or other item which is, or will be, under the control of configuration management
A set of tools and databases used to manage all of the IT service provider’s configuration data
Configuration of a service, product, or infrastructure that has been formally reviewed and agreed
Having the application and contextual awareness to provide a strong common-sense judgment
Which tool is described as giving “controlled access to knowledge, information, and data that is appropriate for each audience”?
A body that exists to support the authorization of changes and to assist change management in the assessment, prioritization, and scheduling of changes
1197-WB-34 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 4: Service Transition (continued) Task 2: What are three options for recovering a service in the event of a failed change or release?
1. _________________________________________________________
2. _________________________________________________________
3. _________________________________________________________ After remediation, what else should happen? _____________________________________________________________
1197-WB-35 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 4: Service Transition
(continued)
Task 3: Which of the following are service transition processes discussed at the Foundation level?
1. Release and deployment management
2. Capacity management
3. Event management
4. Transition planning and support
5. Financial management for IT services
6. Problem management
7. Change management
8. Service level management
9. Service portfolio management
10. Service asset and configuration management
11. Knowledge management
12. Supplier management Which service transition processes have an influence across the lifecycle? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________
1197-WB-36 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 4: Service Transition (continued) Task 4: Fill in the graphic below with the four phases of release and deployment management.
List at least one thing that would happen at a post implementation review: _____________________________________________________________ _____________________________________________________________
1197-WB-37 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 4: Service Transition
(continued)
Task 5: As part of which process within service transition is the definitive media library (DML) described?
_____________________________________________________________ How do we track what is in the DML?
_____________________________________________________________ Which of these items are not stored in the DML?
A. Copies of definitive software
B. Definitive spares
C. Copies of licenses
D. Copies of controlled documents
Task 6: For each service change in the table below, list its type.
Service change Type of change
A pre-authorized change that is low risk, relatively common, and follows a procedure or work instruction
A change that must be implemented as soon as possible
A service change that is not one of the other types
1197-WB-38 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 4: Service Transition (continued) Task 7: Complete this knowledge management graphic by putting the correct labels in the empty boxes.
1197-WB-39 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 5: Service Operation Processes
Task 1: Supply the missing terms.
Definition Term
A temporary, predefined way of overcoming incidents caused by a problem before a full resolution is available
The groups, departments, and teams that provide technical expertise and management of the IT infrastructure
A standard, predefined way of dealing with types of problems
A single point of contact for users on a day-to-day basis
The management of the physical environment including data centers, recovery sites, and the associated power and cooling equipment
A change of state that has significance for the management of an IT service or other configuration item
A problem with a documented root cause and a workaround
An unplanned interruption to an IT service or reduction in the quality of an IT service, or a failure of a CI that has not yet impacted a service
The groups, departments, and teams that are involved in managing and supporting operational applications
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
A warning that threshold has been breached, something has changed, or a failure has occurred
1197-WB-40 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 5: Service Operation Processes (continued) Task 2: Put the actitivies in the table below in order, numbering them 1 to 9. In addition, supply the missing activity.
Activity Sequence number (1–9)
Initial diagnosis
Categorize
?
Escalate
Log
Investigate and diagnose
Identify
Prioritize
Resolve and recover
What process have we just described? _____________________________________________________________ Name at least two actions to take when an incident is closed. _____________________________________________________________
_____________________________________________________________
1197-WB-41 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 5: Service Operation Processes
(continued) Task 3: In the table below, categorize the events as informational (I), warning (W), or exception (E).
Event Category
An authorized user logs on to an available application
A network segment fails
A user inputs an incorrect password for the first time
Unlicensed software is detected
An air-conditioning unit in the data center stops working
A back-up process finishes successfully and on time
A user inputs an incorrect password for the third time and the account is locked
A database reaches a threshold of 60% full— performance will degrade at 70% full
The same database reaches 70% full
Task 4: List at least two ways that problem management can be proactive. _____________________________________________________________ _____________________________________________________________
_____________________________________________________________
1197-WB-42 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 5: Service Operation Processes (continued)
Task 5: Complete the table below, indicating whether each item is an incident, service request, or change.
Description Type
A user reports his monitor is not functioning correctly
A user reports that she has forgotten her password
Event management has reported that one of a clustered pair of servers has stopped functioning
A user has accidentally deleted a file and would like it restored
A user requires a new toner cartridge for a printer
A request is received for a new field to be added to an application’s database
An authorized user reports they are unable to log into an available system
A user wishes to complain about an IT service
1197-WB-43 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 6:
Service Operation Functions Task 1: Match the functions with the applicable activities by writing the number of each activity from the list below in the table. Note that there may be more than one activity per function, and each activity may be applicable to more than one function.
Function Activities
Service desk
Technical management
Application management
IT operations management
Activities
1. Maintain recovery sites
2. Provide resources to design, build, transition, and operate technology throughout the service lifecycle
3. Custodian of expertise
4. Close incidents and service requests
5. Oversee the execution and monitoring of operational activities and events
6. Back up and restore
7. Provide guidance to IT operations
8. Management of outsourced facilities management contracts
9. Log all incidents and service requests
1197-WB-44 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 6: Service Operation Functions (continued)
Task 2: In the graphic below, indicate the types of service desks depicted (local, centralized, and virtual):
1197-WB-45 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 7: Continual Service Improvement
Task 1: Supply the missing terms.
Definition Term
An initial data point from where it can be determined if a service or process needs improvement
Something that must happen if a process, project, plan, or IT service is to succeed
These are component- and application-based metrics such as application performance and server availability
Should be kept to record all the improvement opportunities and should be regarded as part of the service knowledge management system (SKMS)
Used to measure the achievement of a CSF— can be qualitative or quantitative Task 2: In the table below, provide the missing action and then number the actions according to the diagram on the right.
1197-WB-46 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 7: Continual Service Improvement (continued) Task 3: List the process metrics that should be measured:
• Q_____________
• P_____________
• V_____________
• C_____________ Task 4: Identify the boxes in the graphic below of the Deming Cycle.
1 = 2 = 3 = 4 =
1197-WB-47 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Additional Study Options 7: Continual Service Improvement
(continued)
Task 5: List three attributes that should be recorded in the CSI register: 1.____________________________________________________________ 2.____________________________________________________________ 3.____________________________________________________________ Who should be accountable and responsible for the CSI register? _____________________________________________________________ Task 6: Which stages of the service lifecycle would benefit from the use of tools, technology, and automation?
A. Only service operation because that is where technology and tools are actually used
B. All service lifecycle stages except service strategy because service strategy just makes the decision about which tool to use
C. All service lifecycle stages
D. Only service transition and service operation because the tools and technology must be tested before being used
1197-WB-48 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015
Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.