ITIL/Foundation/Overview

< ITIL < Foundation

This lesson introduces Information Technology Infrastructure Library 2011.

Objectives and Skills

Objectives and skills for this ITIL introduction include:

Activities

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

Readings

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

Review Questions

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1. Select which definitions fit ITIL ?

A set of practices for IT service management that focuses on aligning IT services with the needs of business.
→ This is the first sentence of Wikipedia article[1]
A standard that has to be followed.
→ This has more practices that have to be adapted to the business context than something to strictly follow.
An international standard for IT service management.
→ This is the definition of ISO/IEC 20000[2]
Refers to the implementation and management of quality information technology services.
→ This is the definition of IT service management[3]
Something independent of any vendor or supplier.

2. Who is nowadays owning ITIL ?

The British Office of Government Commerce
→ ...In July 2011, ... The OGC is no longer listed as the owner of ITIL, following the consolidation of OGC into the Cabinet Office...[4]
The Government of the United Kingdom
→ ... the ownership is now listed as being with HM Government rather than the Office of Government Commerce (OGC)...[1]
The IT Service Management Forum
→ ...The itSMF is concerned with promoting ITIL[5]... but does not own it.
The owner of ISO/IEC 20000

3. In which decade appears the first ITIL version?

1970s
1980s
→ ... After the initial publication in 1989–96, the number of books quickly grew within ITIL v1 to more than 30 volumes...[4]
1990s
2000s

4. Complete the following sentence with the correct values.

ITIL 2011 contains core volumes and covers processes.
→ ...the 2011 edition consists of five core publications... There are twenty-six processes listed in ITIL 2011 edition ...[6]

5. Select which of the following definition best fits continual service improvement

Achieve the delivery of agreed levels of services both to end-users and the customers.
→ Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs)...[7]
Clarify and prioritise service-provider investments in services.
→ The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume provides guidance on clarification and prioritisation of service-provider investments in services...[8]
Deliver services required by a business into live/operational use.
→ Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than business as usual (BAU)...[9]
Encompass all elements relevant to technology service delivery.
→ The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself...[10]
Identify and implement improvements to the IT services that support the business processes.
→ Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes...[11]

6. Select which of the following definition best fits service design

Achieve the delivery of agreed levels of services both to end-users and the customers.
→ Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs)...[7]
Clarify and prioritise service-provider investments in services.
→ The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume provides guidance on clarification and prioritisation of service-provider investments in services...[8]
Deliver services required by a business into live/operational use.
→ Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than business as usual (BAU)...[9]
Encompass all elements relevant to technology service delivery.
→ The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself...[10]
Identify and implement improvements to the IT services that support the business processes.
→ Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes...[11]

7. Select which of the following definition best fits service strategy

Achieve the delivery of agreed levels of services both to end-users and the customers.
→ Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs)...[7]
Clarify and prioritise service-provider investments in services.
→ The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume provides guidance on clarification and prioritisation of service-provider investments in services...[8]
Deliver services required by a business into live/operational use.
→ Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than business as usual (BAU)...[9]
Encompass all elements relevant to technology service delivery.
→ The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself...[10]
Identify and implement improvements to the IT services that support the business processes.
→ Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes...[11]

8. Select which of the following definition best fits service operation

Achieve the delivery of agreed levels of services both to end-users and the customers.
→ Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs)...[7]
Clarify and prioritise service-provider investments in services.
→ The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume provides guidance on clarification and prioritisation of service-provider investments in services...[8]
Deliver services required by a business into live/operational use.
→ Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than business as usual (BAU)...[9]
Encompass all elements relevant to technology service delivery.
→ The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself...[10]
Identify and implement improvements to the IT services that support the business processes.
→ Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes...[11]

9. Select which of the following definition best fits service transition

Achieve the delivery of agreed levels of services both to end-users and the customers.
→ Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs)...[7]
Clarify and prioritise service-provider investments in services.
→ The centre and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume provides guidance on clarification and prioritisation of service-provider investments in services...[8]
Deliver services required by a business into live/operational use.
→ Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than business as usual (BAU)...[9]
Encompass all elements relevant to technology service delivery.
→ The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself...[10]
Identify and implement improvements to the IT services that support the business processes.
→ Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes...[11]

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

Continual Service Improvement
→ ... 5. ITIL Continual Service Improvement ...[6]
Service Design
→ ... 2. ITIL Service Design ...[6]
Service Operation
→ ... 4. ITIL Service Operation...[6]
Service Strategy
→ ... 1. ITIL Service Strategy...[6]
Service Transition
→ ... 3. ITIL Service Transition...[6]

11. In which part of ITIL the following topics are covered?

Cont. serv.
improvement		 Design Operation Strategy Transition
Addresses how a planned service solution interacts with the larger business and technical environments
→ ... service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service ...[10]
Balance between service reliability and cost
→ ... Also the monitoring of problems and balance between service reliability and cost etc. are considered ...[7]
Develop the business-case
→ ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...[8]
Define the service assets
→ ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...[8]
Define the service management systems required to support the planned service solution
→ ... service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service ...[10]
Define the service provider types
→ ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...[8]
Define the supply chain required to support the planned service solution
→ ... service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service ...[10]
Define the technology and architecture required to support the planned service solution
→ ... service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service ...[10]
Monitor the problems
→ ... Also the monitoring of problems and balance between service reliability and cost etc. are considered ...[7]
Perform a market analysis
→ ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...[8]

12. Who owns the following roles?

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

13. In which phase are we making policies and setting objectives?

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

14. Which lifecycle phase interacts directly with all the others?

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

Your score is 0 / 0
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  9. ↑ Cite error: Invalid <ref> tag; no text was provided for refs named W:ITIL_ST
  10. ↑ Cite error: Invalid <ref> tag; no text was provided for refs named W:ITIL_SD
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References

ITIL 2011 Foundation
Certification
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