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©
2006
Hewlett-Packard
Development
Company,L.P.The
information
contained
herein
is
subject
to
change
without
noticeITIL
V3OverviewAgenda2221十一月2023What
is
ITIL?Service
Management
as
apracticeService
LifecycleService
StrategyService
DesignService
TransitionService
OperationContinual
Service
ImprovementConcepts,
PrinciplesReferences
&
ResourcesWhat
is
ITIL?IT
Service
Management
as
apracticeProduced
by
Office
of
Government
Commerce
(OGC)Non
proprietary
and
Crown
CopyrightPublished
by
The
Stationery
OfficeGuidance
rather
than
standardOrganizations
will
need
to
adopt
and
adapt
the
processesSupported
by
software
solutionsThe
UK's
Office
of
Government
Commerce
(OGC)
has
documented
a
set
ofprocesses
and
procedures
for
the
delivery
and
support
of
high
qualityITservices
that
are
designed
and
managed
to
meet
the
needs
of
an
organization.These
processes
and
procedures
are
referred
to
as
the
Information
TechnologyInfrastructure
Library
(ITIL).
As
of
version
3,
ITIL
comprises
five
core
books.321十一月2023What’s
different
about
v3?421十一月2023ITIL
V2ProcessbasedITIL
V3Structured
according
to
the
ITService
lifecycleCentered
on
business
valueSeeing
IT
as
a
Strategic
BusinessUnitCreating
a
way
to
integrate
IT
Processes,
People
and
Toolswith
the
Business
Strategy
and
desired
OutcomesIncreased
scopeITIL
V2ServiceSupportServiceDeliveryTheBusinessBusinessPerspectiveThe521十一月2023TechnologyICTInfrastructureManagementApplicationManagementSecurityManagementPlanning
to
implement
Service
ManagementSoftware
AssetManagementService
LifecycleITIL
V3621十一月2023ITILServiceOperationContinual
ServiceImprovementSeSrveircveice
DeDseigsnignSSeervrvicicee
StrategyServiceTransitionService
Management
as
apractice721十一月2023ServiceService
Management(Best)
PracticeService
Management
as
apractice821十一月2023What
is
a‘Service’?a
means
of
delivering
value
to
customers
byfacilitatingoutcomes
customers
want
to
achieve
without
theownership
of
specific
costs
and
risksServices
facilitate
outcomes
by
enhancing
the
performanceofassociated
tasks
and
reducing
the
effect
of
constraints.Service
Management
as
apractice921十一月2023What
is
‘Service
Management’?a
set
of
specialized
organizational
capabilitiesforproviding
value
to
customersin
the
form
of
servicesThese
capabilities
include
the
Functions
and
Processes
used
tomanage
services
over
their
lifecycle
(strategy,
design,transition,
operation,
and
continual
improvement).The
act
of
transforming
resources
into
valuable
services
is
atthe
core
of
service
management.Four
Perspectives
of
ITSM:
People,
Partners,
Process,ProductsProcess:
a
set
of
coordinated
activities
combining
and
implementingresources
and
capabilities
in
order
to
produce
an
outcome
and
provide
value
to
customers
orstakeholders.Characteristics
of
every
process
include:They
are
measurable,They
deliver
specific
resultsThey
deliver
outcomes
to
customers
or
stakeholdersThey
respond
to
specific
events
(triggers)A
process
owner
is
responsible
for
improvements
and
ensuring
that
the
process
is
fit
for
the
desiredpurpose.
They
are
accountable
for
the
outputs
of
that
process.A
service
owner
is
accountable
for
the
delivery
of
a
specific
IT
Service
and
is
responsible
forcontinual
improvement
and
management
of
change
affecting
Services
under
their
care.The
process
owner
and
service
owner
are
accountable
for
the
process
or
service
under
their
care.However
they
may
not
be
responsible
for
performing
many
of
the
actual
activities
required
for
the
processorservice.1021十一月2023RACIModelTheRACImodelhelpsshowhowaprocessactuallydoesworkendtoendacrossseveralfunctionalgroupsbydefiningrolesandresponsibilities,aswellasorganizationalstructure.R––Responsibility(actuallydoestheworkforthatactivitybutis
responsibletothefunctionorpositionthathasa“n”Aa“”gainstit.)eg
ProcessmanagerA––Accountability(ismadeaccountableforensuringthattheactiontakesplace,eveniftheymightnotdoitthemselves).egProcessOwnerC––Consult(advice/guidance/informationcanbegainedfromthisfunctionorpositionpriortotheactiontakingplace).–I–Inform(thefunctionorpositionthatistoldabouttheeventafterithashappened).GeneralRulesOnly“1”Ap“”erRow(ensuresaccountability,morethanon“eA“”would
confusethis)Atleast“1R”“p”erRow(showsthatactionsaretakingplace)1131十二月2022Function-units
oforganizations
specialized
to
perform
certain
typesofworkandresponsibleforspecificoutcomesCustomer:
referstotheperson
who
“pays””forthe
service,
or
has
theauthority
torequesta
serviceUser:
Anorganization’sstaff
member/employee
who
“uses”theITservice1231十二月20221.Implementation
of
ITILServiceManagement
requires
preparingandplanningtheeffectiveandefficient
useof:A.People,
Process,
Partners,SuppliersB.People,
Process,
Products,TechnologyC.People,
Process,
Products,PartnersD.People,
Products,Technology,Partners1331十二月2022Implementation
ofITILService
Management
requires
preparing
andplanningtheeffectiveand
efficient
useof:People,Process,Partners,SuppliersPeople,Process,Products,TechnologyPeople,Process,Products,PartnersPeople,Products,Technology,
Partners1431十二月20222.HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone-theprocessownerC.Two-theprocessownerandtheprocessenactorD.Onlyone-theprocessarchitect1531十二月20222.HowmanypeopleshouldbeaccountableforaprocessasdefinedintheRACImodel?A.AsmanyasnecessarytocompletetheactivityB.Onlyone-theprocessownerC.Two-theprocessownerandtheprocessenactorD.Onlyone-theprocessarchitect1631十二月2022WhichofthefollowingistheBESTdefinitionofthetermServiceManagement?AsetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservicesAgroupofinteracting,interrelated,orindependentcomponentsthatformaunifiedwhole,operatingtogetherforacommonpurposeC.ThemanagementoffunctionswithinanorganizationtoperformcertainactivitiesD.Unitsoforganizationswithrolestoperformcertainactivities1731十二月2022Whichof
the
followingistheBESTdefinitionof
the
termServiceManagement?Asetofspecializedorganizational
capabilitiesforproviding
valuetocustomersintheformofservicesAgroup
of
interacting,
interrelated,orindependentcomponents
thatforma
unifiedwhole,
operatingtogetherfora
common
purposeThe
management
offunctions
within
anorganization
toperformcertainactivitiesUnitsoforganizations
with
rolestoperformcertainactivities1831十二月20224.Which
roleisaccountablefor
aspecificservicewithinanorganization?A.TheServiceLevelManagerB.TheBusinessRelationship
ManagerC.TheServiceOwnerD.TheServiceContinuity
Manager1931十二月2022Which
role
isaccountable
for
a
specific
servicewithin
anorganization?The
ServiceLevelManagerThe
BusinessRelationship
ManagerThe
ServiceOwnerThe
ServiceContinuityManager2031十二月2022Whichof
the
followingstatementsis
INCORRECT?TheServiceOwner:Is
responsible
for
the
day-to-daymonitoringandoperation
oftheservicethey
ownIs
responsible
for
continualimprovementandthemanagement
of
changeaffecting
theservicetheyownIs
aprimarystakeholderin
all
of
the
underlyingITprocesses
whichsupporttheservicetheyownIs
accountable
for
aspecificservicewithinan
organization2131十二月20225.WhichofthefollowingstatementsisINCORRECT?TheServiceOwner:A.Isresponsiblefortheday-to-daymonitoringandoperationoftheservicetheyownB.IsresponsibleforcontinualimprovementandthemanagementofchangeaffectingtheservicetheyownC.IsaprimarystakeholderinalloftheunderlyingITprocesseswhichsupporttheservicetheyownD.Isaccountableforaspecificservicewithinanorganization2231十二月20226.In
thephrasePeople,Processes,
Products
andPartners;.
Products
refersto:A.ITInfrastructureandApplicationsB.Services,technologyandtoolsC.Goodsprovidedbythirdparties
to
supportthe
IT
ServicesD.Allassets
belongingtotheServiceProvider2331十二月20226.InthephrasePeople,Processes,ProductsandPartners;.Productsrefersto:A.ITInfrastructureandApplicationsB.Services,technologyandtoolsC.GoodsprovidedbythirdpartiestosupporttheITServicesD.AllassetsbelongingtotheServiceProvider2431十二月2022AProcessOwner
has
been
identified
with
an
"I"
ina
RACImatrix.Which
ofthefollowing
wouldbeexpectedofthem?Tellothers
abouttheprogress
ofanactivityPerform
an
activityBe
kept
up
todate
ontheprogress
ofanactivityManage
anactivity2531十二月20227.AProcessOwnerhasbeenidentifiedwithan"I"inaRACImatrix.Whichofthefollowingwouldbeexpectedofthem?A.TellothersabouttheprogressofanactivityB.PerformanactivityC.BekeptuptodateontheprogressofanactivityD.Manageanactivity2631十二月2022Which
ofthefollowingis
NOT
a
characteristic
of
a
process?Itis
measurableDelivers
specificresultsResponds
tospecific
eventsAmethod
ofstructuring
anorganization2731十二月20228.WhichofthefollowingisNOTacharacteristicofaprocess?A.ItismeasurableB.DeliversspecificresultsC.RespondstospecificeventsD.Amethodofstructuringanorganization2831十二月20229.WhichofthefollowingstatementsisCORRECT?A.ProcessownersaremoreimportanttoservicemanagementthanserviceownersB.Service
ownersaremoreimportanttoservicemanagement
thanprocessownersC.Service
ownersareasimportant
to
servicemanagementasprocess
ownersD.Process
ownersandserviceownersare
notrequiredwithinthe
sameorganization2931十二月2022Which
ofthefollowingstatementsis
CORRECT?Processowners
are
more
important
toservice
management
than
service
ownersServiceowners
are
more
important
toservice
management
than
process
ownersServiceowners
are
asimportantto
servicemanagement
asprocess
ownersProcessowners
and
serviceowners
arenotrequired
withinthesameorganization3031十二月2022Whichofthefollowing
statementsisCORRECTforevery
process?
1.
Itdelivers
itsprimary
results
toacustomerorstakeholder2.
It
defines
activitiesthat
are
executed
by
asingle
functionBothof
the
above1onlyNeither3131十二月202210.WhichofthefollowingstatementsisCORRECTforeveryprocess?1.Itdeliversitsprimaryresultstoacustomerorstakeholder2.ItdefinesactivitiesthatareexecutedbyasinglefunctionA.BothoftheaboveB.1onlyC.Neither3231十二月2022requiredtrainingA.1,3and4onlyB.AlloftheaboveC.1,2and3onlyD.1,2and4only3331十二月2022KeyPerformanceIndicators(KPIs)3.Improving
theprocess
4.
Ensuringprocessstaffundertake
therequiredtraining1,3
and4
onlyAllofthe
above1,2
and3
only1,2
and4
only3431十二月2022Whichofthefollowing
statementsaboutprocesses
is
INCORRECT?They
areunitsoforganizations
designed
to
performcertaintypesofworkWemust
be
abletomeasurethem
in
arelevantmannerThey
deliverspecificresultsThey
respondtospecificevents3531十二月202212.WhichofthefollowingstatementsaboutprocessesisINCORRECT?A.TheyareunitsoforganizationsdesignedtoperformcertaintypesofworkB.WemustbeabletomeasuretheminarelevantmannerC.TheydeliverspecificresultsD.Theyrespondtospecificevents3631十二月2022ServiceStrategyITILSSeervrvicicee
Strategy3731十二月2022ServiceStrategy3831十二月2022ShowsorganizationshowtotransformServiceManagementintoastrategicassetandtothenthinkandactinastrategicmannerGuidanceon:Whatservicesshouldweofferandtowhom??Howtocreatevalueforcustomers?Howdowedifferentiateourselvesfromcompetingalternatives?Utility+Warranty=ValueUtility(fitforpurpose)featuresandsupportofserviceWarranty
(fit
for
use)
–defines
levelsof
availability,
capacity,security,continuityService
DesignITILSeSrveircveice
DeDseigsnignSSeervrvicicee
Strategy3931十二月2022ServiceDesign4031十二月2022Providesguidanceforthedesignanddevelopmentofservicesandservicemanagementprocesses.Scopenewservices,andthechangesandimprovementsfunctional&operationalrequirementsValuetobusinessThecostofserviceisdesignedServiceTransitionITILSeSrveircveice
DeDseigsnignSSeervrvicicee
Strategy4131十二月2022ServiceTransitionService
Transition4231十二月2022Testseach
serviceanddeploysthemintooperationsaftercareful
planningScopeNewservice,existingservicePackage,build,test,and
deployareleaseintoproductionEstablishthe
serviceValuetobusinessThecostofservice
is
validatedService
OperationITILServiceOperation4331十二月2022SeSrveircveice
DeDseigsnignSSeervrvicicee
StrategyServiceTransition44Service
OperationCoordinateandcarryoutday-to-dayactivitiesandprocessesto
deliverandmanageservicesat
agreedlevelsScopeOngoingmanagement
of:services,people,processes,productsValue
tobusinessWhereactual
valueofstrategy,designandtransition
are
realizedby
thecustomersandusersFroma
customerviewpoint,
Service31
十二月O2022perationiswhere
actualvalue
isseen4531十二月2022Continual
Service
ImprovementITILServiceOperationContinual
ServiceImprovementSeSrveircveice
DeDseigsnignSSeervrvicicee
StrategyServiceTransition46ContinualServiceImprovementcontinuallyalignsITservicestochangingbusinessneedsbyidentifyingimprovementstoefficiencyandeffectivenessGuidanceinevaluatingandimprovingservicequality,theservicelifecycleanditsunderlyingprocessesScope–Overallhealthof…;Alignmentof…;MaturityofprocessesValuetobusiness–Improvements;Benefits;ROI(ReturnonInvestme31十n二t月)20;22VOI(ValueonInvestment)References&Resources4731十二月2022CoursesITILV3Overview(grow@HP)ReadingsITILV3PublicationsAnIntroductoryOverviewofITIL®®V3.pdf1.WhatistheBESTdescriptionofthepurposeofServiceOperation?A.TodecidehowITwillengagewithsuppliersduringtheServiceManagementLifecycleB.ToproactivelypreventalloutagestoITServicesC.TodesignandbuildprocessesthatwillmeetbusinessneedsD.TodeliverandmanageITServicesatagreedlevelstobusinessusersandcustomers4831十二月2022What
isthe
BEST
descriptionof
the
purposeof
Service
Operation?Todecide
how
ITwillengage
with
suppliers
during
the
ServiceManagement
LifecycleToproactively
preventalloutages
toIT
ServicesTodesign
and
build
processes
that
will
meet
business
needsTodeliver
and
manageIT
Services
atagreed
levels
to
businessusersandcustomers4931十二月2022Event
Management,Problem
Management,Access
Managementand
RequestFulfillment
arepartofwhichstage
ofthe
Service
Lifecycle?ServiceStrategyServiceTransitionServiceOperationContinual
ServiceImprovement5031十二月2022Event
Management,Problem
Management,Access
Managementand
RequestFulfillment
arepartofwhichstage
ofthe
Service
Lifecycle?ServiceStrategyServiceTransitionServiceOperationContinual
ServiceImprovement5131十二月20223.Whichofthefollowingarethetwoprimaryelementsthatcreatevalueforcustomers?A.ValueonInvestment(VOI),ReturnonInvestment(ROI)B.CustomerandUsersatisfactionC.UnderstandingServiceRequirementsandWarrantyD.UtilityandWarranty5231十二月2022Which
ofthefollowingare
the
two
primaryelements
that
createvalue
forcustomers?Value
on
Investment
(VOI),Return
onInvestment(ROI)Customer
andUsersatisfactionUnderstanding
ServiceRequirements
and
WarrantyUtilityandWarranty5331十二月20224.TheinformationthatispassedtoServiceTransitiontoenablethemtoimplementanewserviceiscalled:A.AServiceLevelPackageB.AServiceTransitionPackageC.AServiceDesignPackageD.ANewServicePackage5431十二月2022The
information
that
is
passedtoServiceTransition
to
enablethem
toimplementanewserviceiscalled:AServiceLevel
PackageAServiceTransitionPackageAServiceDesignPackageANewServicePackage5531十二月2022One
ofthefive
majoraspectsof
Service
Design
isthedesignof
service
solutions.Which
ofthefollowing
doesthisinclude?OnlycapabilitiesneededandagreedOnlyresources
and
capabilities
neededOnlyrequirementsneededandagreedRequirements,resources
and
capabilitiesneeded
and
agreed5631十二月2022Oneofthefivemajoraspects
of
ServiceDesign
is
thedesignofservicesolutions.Whichofthefollowing
doesthisinclude?Only
capabilitiesneededand
agreedOnly
resourcesandcapabilities
neededOnly
requirementsneededand
agreedRequirements,
resourcesandcapabilities
neededandagreed5731十二月2022Which
stage
of
theService
Lifecycle
is
MOST
concernedwithdefiningpoliciesand
objectives?ServiceDesignServiceTransitionServiceStrategyServiceOperation5831十二月20226.WhichstageoftheServiceLifecycleisMOSTconcernedwithdefiningpoliciesandobjectives?A.ServiceDesignB.ServiceTransitionC.ServiceStrategyD.ServiceOperation5931十二月20227.Which
of
thefollowingisMOSTconcernedwiththedesign
of
neworchanged
services?A.ChangeManagementB.Service
TransitionC.Service
StrategyD.Service
Design6031十二月20227.WhichofthefollowingisMOSTconcernedwiththedesignofneworchangedservices?A.ChangeManagementB.ServiceTransitionC.ServiceStrategyD.ServiceDesign6131十二月20228.WhichofthefollowingaregoalsofServiceOperatio
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