Module 2.2 - ITIL v3 Foundation - more of those TLA's PDF Print E-mail
Written by David Noel-Davies   
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Module 2.2 - ITIL v3 Foundation - more of those TLA's
Pop quiz of module 1
Service Operations (SO)
Internal IT views vs. external business view
The value of communication
Continual Service Improvment
pop quiz for module 2


Q) What is a service?

  • <!--[if !supportLists]-->a)     <!--[endif]-->A business benefit facilitated by IT in support of a tactical goal
  • <!--[if !supportLists]-->b)    <!--[endif]-->An intangible output supporting the availability, distribution and manipulation of information
  • <!--[if !supportLists]-->c)     <!--[endif]-->A customer-funded deliverable designed to meet a commercial aspiration
  • <!--[if !supportLists]-->d)    <!--[endif]-->A means of facilitating outcomes desired by customers


Q) What is Service Management?

  • <!--[if !supportLists]-->a)     <!--[endif]-->A set of specialized organizational capabilities providing value to customers in the form of services
  • <!--[if !supportLists]-->b)    <!--[endif]-->A set of books defining best practice techniques for managing services over their lifecycle
  • <!--[if !supportLists]-->c)     <!--[endif]-->A set of resources for managing the IT infrastructure over its lifecycle
  • <!--[if !supportLists]-->d)    <!--[endif]-->A functional model designed to vertically integrate and align IT capabilities


Q)What is the difference between a role and a function?

  • <!--[if !supportLists]-->a)     <!--[endif]-->A role is singular (one person)  while a function is plural (many people)
  • <!--[if !supportLists]-->b)    <!--[endif]-->A function provides the resources and tools needed to execute processes and activities while a role defines responsibilities and authorities
  • <!--[if !supportLists]-->c)     <!--[endif]-->A role can be performed by an individual or team while a function can only be performed by an individual
  • <!--[if !supportLists]-->d)    <!--[endif]-->A function needs to be managed while a role does not.


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