Monday, 29 July 2013

ITIL–Just a little so I have the materials online for my class :)

ITIL is an ongoing process. It is not a one time activity. in the image below, we see how the process works.

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  • Why is ITIL so successful?
  • What is a Service?
  • What is an IT Service?
  • What is the difference between core services, enabling services, and enhancing services?
  • What is Service Management?
  • What is IT Service Management?
  • What is a Service Provider?
  • What are the three different types of Service Providers?
  • Who are the key stakeholders in Service Management?
  • What is the difference between Utility and Warranty?
  • How do Best Practices evolve?

Basic Concepts

  • What are assets, resources, and capabilities all about?
  • What is the definition for a process?
  • What are some of the key characteristics for a process?
  • What does the process model look like?
  • What is a function all about?
  • What is the difference between a group and a team?
  • What is a department all about?
  • What are the four key functions that ITIL Service Operation covers?
  • What is the definition for a role?
  • Why is organizational culture and behaviour so important?
  • What is a Service Portfolio?
  • What components do you find in a Portfolio?
  • What is the difference between customer-facing services and supporting services?
  • What is knowledge management all about?
  • What is the SKMS all about?
  • What is the CMS all about?
  • What is the CMDB all about?
  • What are the four layers of the knowledge management architecture?

Governance and Management Systems

  • What is Governance?
  • What is a Management System?
  • Why is a Management System?s approach useful?
  • What type of Management System Standards can be adopted by an organization?s Management System?
  • What is ISO/IEC 20000 all about?
  • What is Deming?s PDCA cycle all about?

The Service Lifecycle

  • What does the ITIL Service Lifecycle Model look like?
  • Which processes do you find in Service Strategy?
  • Which processes do you find in Service Design?
  • Which processes do you find in Service Transition?
  • Which processes do you find in Service Operation?
  • Which processes do you find in Continual Service Improvement?
  • Which is the key factor that determines the strength of the Service Lifecycle?

We'll cover questions for some of the other sections of our subject.

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