ITIL/Foundation/Service Management

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This lesson introduces the main definitions used by both IT Service Management and Information Technology Infrastructure Library 2011.

Objectives and Skills

Objectives and skills for this IT Service management section of the ITIL foundation include:

Activities

  1. Review the Service definitions sub-chapter
  2. Review the Service composition sub-chapter
  3. Review the Stakeholders sub-chapter
  4. Review the Processes functions and roles sub-chapter
  5. Review the questions below.
  6. Use the Discuss page to post comments and questions regarding this lesson.

Review Questions

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Review all the ITIL definitions seen in the sub chapters previously listed:

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

1. What is the ITIL definition of an application

A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
→ This is infrastructure
Contributes to the delivery of a product or service to a business customer.
→ This is the business process
Software that provides functions which are required by an IT service.
The action of putting something into operation
→ This is a definition of an application, but in the Oxford dictionary.
Tools or other resources used to carry out one or more processes or activities.
→ This is part of a function

2. What is the ITIL definition of a best practice

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
A means of facilitating outcomes wanted by customer
→ This describes a service
A set of capabilities providing value to customers in the form of services
→ This is service management
Proven activities or processes that have been successfully used by multiple organizations.
The assurance that a product or service will meet agreed requirements.
→ This is the Warranty

3. What is the ITIL definition of a business case

Ability to carry out an activity.
→ This is capability
Covers how the utility will be delivered in order to fit the outcome use.
→ This is what we expect from the warranty
Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
The result of carrying out an activity, following a process, or delivering an IT service etc.
→ This is an outcome

4. What is the ITIL definition of a business process

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
Contributes to the delivery of a product or service to a business customer.
It delivers the basic outcomes desired by one or more customers
→ This is a core service
It is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
→ This is a supported service
The assurance that a product or service will meet agreed requirements.
→ This is the Warranty

5. What is the ITIL definition of a capability

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
A means of facilitating outcomes wanted by customer
→ This describes a service
Proven activities or processes that have been successfully used by multiple organizations.
→ This defines best practices
Refers to the ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
The result of carrying out an activity, following a process, or delivering an IT service etc.
→ This is an outcome

6. What is the ITIL definition of a core service?

A combination of information technology, people and processes.
→ This is an IT service
A subset of the IT infrastructure that is used for a particular purpose
→ This is the environment
It delivers the basic outcomes desired by one or more customers
The functionality offered by a product or service to meet a particular need.
→ This defines the utility

7. What is the ITIL definition of a customer

Someone who has to ensure the processes will be completed and will provide the results they are expected to give.
→ This applies to a process practitioner
The person or group who defines and agrees the service level targets.
A person who may be interested in the activities, targets, resources or deliverables.
→ This is a stakeholder
The person who uses the IT service on a day-to-day basis
→ This is a user

8. What is the ITIL definition of an enabling service?

A service added to a core service to make it more attractive to the customer.
→ This is an enhancing service
A service needed to deliver a core service.
Contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
→ this is a Service package
It is not directly viewed by the business, but is required by the IT service provider to deliver customer-facing services.
→ This is a supported service

9. What is the ITIL definition of an enhancing service?

A service added to a core service to make it more attractive to the customer.
A service needed to deliver a core service.
→ This is an enabling service
Contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
→ this is a Service package
It is not directly viewed by the business, but is required by the IT service provider to deliver customer-facing services.
→ This is a supported service

10. What is the ITIL definition of the environment

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
A performance driven set of activities that must be able to be measured
→ This describes a process
A subset of the IT infrastructure that is used for a particular purpose
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
→ This describes a function

11. What is the ITIL definition of a function

A basic task of a computer, especially one that corresponds to a single instruction from the user.
→ This is a definition of a function, but in the Oxford dictionary.
A subset of the IT infrastructure that is used for a particular purpose
→ This is the environment
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
Proven activities or processes that have been successfully used by multiple organizations.
→ This defines best practices
The functionality offered by a product or service to meet a particular need.
→ This defines the utility

12. What is the description of the infrastructure

A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
A set of specialized organizational capabilities for providing value to customers in the form of services.
→ this describes more service management
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
→ This describes a function
Contributes to the delivery of a product or service to a business customer.
→ This is the business process
It is made up of a combination of information technology, people and processes.
→ This is an IT service

13. What is the ITIL definition of an IT service?

Infrastructure, people, money or anything else that might help to deliver the customer requirements.
→ This is more resources
A set of specialized organizational capabilities for providing value to customers in the form of services.
→ this is service management
It is made up of a combination of information technology, people and processes.
It is not directly viewed by the business, but is required by the provider to deliver customer-facing services.
→ This is a supported service

14. What is the ITIL definition of an operational level agreement

An agreement between an IT service provider and another part of the same organization.
It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
→ It is related to service level agreement
Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
→ This is a business case
The assurance that a product or service will meet agreed requirements.
→ This is the Warranty

15. What is the ITIL definition of an outcome?

A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
→ This describes infrastructure
A service added to a core service to make it more attractive to the customer.
→ This is an enhancing service
A subset of the IT infrastructure that is used for a particular purpose
→ This is the environment
It contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
→ This is a service package
It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
→ It is related to service level agreement
It is based on business objectives and used to negotiate agreed service level targets.
→ This is more for service level requirement
The functionality offered by a product or service to meet a particular need.
→ This defines the utility
The result of carrying out an activity, following a process, or delivering an IT service etc.

16. What is the ITIL definition of a procedure?

A document containing detailed instructions that specify exactly what steps to follow to carry out an activity
→ This describes a work instruction
A document containing steps that specify how to achieve an activity.
Another term for subroutine
→ This is a definition of a procedure, but in the Oxford dictionary.

17. What is the ITIL definition of a process?

A means of facilitating outcomes wanted by customer
→ This describes a service
A structured set of activities designed to accomplish a specific objective.
An instance of a program being executed in a multitasking operating system
→ This is a definition of a process, but in the Oxford dictionary.
The result of carrying out an activity or delivering an IT service etc.
→ This is the outcome

18. What best depicts a process model?

Define how the desired processes might be performed
Define the levels of service being sold in plain language terms.
→ This could be expected from a service level agreement
Describes the service customer expectations.
→ This is related to Service level requirement
Is designed to add value for the customer and should not include unnecessary activities.
→ This applies to a business process
Its logic is that, whenever resources such as money or effort are consumed, they should be in support of a specific business need.
→ This is for business case
Presents a clear, concise and measurable description of the service provider's internal support relationships.
→ This has to view with operational level agreement

19. What is the ITIL definition of a RACI

A means of delivering value to customers
→ This is a service
A model used to help define roles and responsibilities.
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
→ This is a service design package
It is made up of a combination of information technology, people and processes
→ This depicts IT service
It maps out the range of skills as a two-dimensional table, by tagging each skill with a category and responsibility level.
→ This is related to SFIA
The result of carrying out an activity, following a process, or delivering an IT service.
→ This is an outcome

20. What is the ITIL definition of a resource?

A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
→ This describes infrastructure
A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
A means of facilitating outcomes wanted by customer
→ This describes a service
A person who has an interest in an organization, project, IT service etc.
→ This is a stakeholder
A set of capabilities providing value to customers in the form of services
→ This is service management
A subset of the IT infrastructure that is used for a particular purpose
→ This is the environment
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
→ This describes a function

21. What is the ITIL definition of a role

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is resources
A set of responsibilities, activities and authorities assigned to a person or team
Refers to the ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
→ This is capability

22. What is the ITIL definition of a service?

a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
a performance driven set of activities that must be able to be measured
→ This describes a process
a periodic routine inspection and maintenance
→ This is a definition of a service, but in the Oxford dictionary.
it delivers the basic outcomes desired by one or more customers
→ This is a core service

23. What is the ITIL definition of a service design package

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
It contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
→ This is a service package
It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
→ It is related to service level agreement
It is made up of a combination of information technology, people and processes.
→ This an IT service

24. What is the ITIL definition of a service level agreement

An agreement between an IT service provider and another part of the same organization.
→ This is an operational level agreement
It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
→ This is a business case

25. What is the ITIL definition of a service level requirement

Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
→ This is service design package
It describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
→ It is related to service level agreement
It is based on business objectives and used to negotiate agreed service level targets.
Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
→ This is a business case

26. What is the ITIL definition of the service management

A means of facilitating outcomes wanted by customer
→ This describes a service
A set of specialized organizational capabilities for providing value to customers in the form of services.
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
→ This is service design package
It is made up of a combination of information technology, people and processes.
→ This is an IT service

27. What is the ITIL definition of a service package?

A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
A set of specialized organizational capabilities for providing value to customers in the form of services.
→ this describes more service management
It contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
It is made up of a combination of information technology, people and processes.
→ This is an IT service

28. What is the ITIL definition of a service provider

A role responsible for managing one or more services throughout their entire lifecycle.
→ This is a service owner
A third party responsible for supplying goods or services that are required to deliver IT services.
→ This is a supplier
An organization supplying services to one or more internal customers or external customers.

29. What is the ITIL definition of a type I service provider

A service provider that provides IT services to external customers.
→ This is type III service provider
An internal service provider that is embedded within a business unit.
An internal service provider that provides shared IT services to more than one business unit.
→ This is type II service provider

30. What is the ITIL definition of a type II service provider

A service provider that provides IT services to external customers.
→ This is type III service provider
An internal service provider that is embedded within a business unit.
→ This is type I service provider
An internal service provider that provides shared IT services to more than one business unit.

31. What is the ITIL definition of a type III service provider

A service provider that provides IT services to external customers.
An internal service provider that is embedded within a business unit.
→ This is type I service provider
An internal service provider that provides shared IT services to more than one business unit.
→ This is type II service provider

32. What is the ITIL definition of a stakeholder

A person who has an interest in an organization, project, IT service etc.
An organization supplying services to one or more internal customers or external customers.
→ This is a service provider
The person or group who defines and agrees the service level targets.
→ This is the customer

33. What is the ITIL definition of a supplier

A person acting as a temporary substitute for another
→ This is a definition of a supplier, but in the Oxford dictionary.
A third party responsible for supplying goods or services that are required to deliver IT services.
An organization supplying services to one or more internal customers or external customers.
→ This is a service provider
The person or group who defines and agrees the service level targets.
→ This is the customer

34. What is the ITIL definition of a supporting service?

A service added to a core service to make it more attractive to the customer.
→ This is an enhancing service
A service needed to deliver a core service.
→ This is an enabling service
It is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
It is self-contained with capabilities and resources necessary for its performance
→ This describes more a function

35. What is the ITIL definition of a user

The person or group who defines and agrees the service level targets.
→ This is the customer
The person in charge of some of the task of a process.
→ This depicts a process practitioner
The person who uses the IT service on a day-to-day basis

36. What is the ITIL definition of an utility

A combined set of hardware, software, networks, facilities, etc. (including all of the information technology), in order to develop, test, deliver, monitor, control or support IT services.
→ This describes infrastructure
A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
→ This is related to resources
It is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
→ This is a supported service
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
→ This describes a function
Proven activities or processes that have been successfully used by multiple organizations.
→ This defines best practices
Software that provides functions which are required by an IT service.
→ This is the definition of an application
The functionality offered by a product or service to meet a particular need.

37. What is the ITIL definition of a warranty?

A written guarantee promising to repair or replace if necessary what has been delivered within a specified period of time
→ This is a definition of a warranty, but in the Oxford dictionary.
Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
→ This is a business case
Refers to the ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
→ This is capability
The assurance that a product or service will meet agreed requirements.
The functionality offered by a product or service to meet a particular need.
→ This defines the utility

38. What is the ITIL definition of a work instruction?

A document containing detailed instructions that specify exactly what steps to follow to carry out an activity
A document containing steps that specify how to achieve an activity.
→ This describes a procedure
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
→ This is service design package

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