ITIL Foundation V3

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ITIL Foundation V3 Carlos Oliveira / May 31, 2013

description

Follows a series of flashcards I produced to study for the ITIL FOUNDATION V3 certification exam.

Transcript of ITIL Foundation V3

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ITIL Foundation V3

Carlos Oliveira / May 31, 2013

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Agenda

ITIL FoundationFlashcardsTraining & ReferenceQuestions

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IntroductionI am a forward-looking Information Systems Architect with a solid Oracle DBA background comprising the daily infrastructure tasks of the DBA, several projects as a Data Modeler, and performance management projects.

I Started on the mainframe business, and soon had a deep dive in application development for Oracle databases. After acquiring an Oracle certification, I worked on performance enhancement for applications using Oracle databases, and later worked several years as an infrastructure DBA, later I worked on data modeling projects and more recently a performance management project, on both application and database layers.

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“The limits of my language mean the limits of my world.”

Ludwig Wittgenstein

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Follows a series of flashcards I produced to study for the certification exam.Each of the following will be coded as:1 A – Front of card 11 B – Back of card 1

Flashcards

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PROCESSESSS

1 A

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PROCESSESSERVICE STRATEGY

• SERVICE PORTFOLIO MANAGEMENT

• BUSINESS RELATIONSHIP MANAGEMENT

• FINANCIAL MANAGEMENT

1 B

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PROCESSESSD

2 A

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PROCESSESSERVICE DESIGN

• DESIGN COORDINATION• SERVICE CATALOG MANAGEMENT• SUPPLIER MANAGEMENT• CAPACITY MANAGEMENT• AVAILABILITY MANAGEMENT• SERVICE LEVEL MANAGEMENT• IT SERVICE CONTINUITY MANAGEMENT• INFORMATION SECURITY MANAGEMENT

2 B

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PROCESSESST

3 A

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PROCESSESSERVICE TRANSITION

• TRANSITION PLANNING & SUPPORT• SERVICE ASSET & CONFIGURATION

MANAGEMENT• RELEASE & DEPLOYMENT MANAGEMENT• KNOWLEDGE MANAGEMENT• CHANGE MANAGEMENT

3 B

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PROCESSESSO

4 A

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PROCESSESSERVICE OPERATION

• REQUEST FULFILLMENT• EVENT MANAGEMENT• INCIDENT MANAGEMENT• PROBLEM MANAGEMENT• ACCESS MANAGEMENT

4 B

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PROCESSESCSI

5 A

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PROCESSESCONTINUAL SERVICE IMPROVEMENT

• 7 STEP IMPROVEMENT PROCESS

5 B

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INPUTS / OUTPUTS

6 A

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INPUTS/OUTPUTS

6 B

INPUT STAGE OUTPUT

SIP SS SLP

SLP SD SDP

SDP ST STP

STP SO Serv. Perf. Reports

Serv. Perf. Reports

CSI SIP

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UTILITY AND WARRANTY

7 A

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UTILITY AND WARRANTY

SERVICES - IN TERMS OR UTILITY AND WARRANTY

• UTILITY – FUNCTIONALITY – WHAT IT DOES – FIT FOR PURPOSE

• WARRANTY – PROMISE OR GUARANTEE – HOW WELL IT DOES – FIT FOR USE

VALUE DRIVES FROM UTILITY AND WARRANTY

7 B

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TYPES OF SERVICES

8 A

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TYPES OF SERVICES

8 B

ENABLING SERVICES (SUPPORTING SERVICES)

ENHANCING SERVICES (SUPPORTING SERVICES)

CORE SERVICES

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SERVICE PORTFOLIO

9 A

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SERVICE PORTFOLIO

• SERVICE PIPELINE – CONCEPT, DESIGN, TRANSITION

• SERVICE CATALOG – TRANSITION, OPERATION

• RETIRED SERVICES - RETIREMENT

9 B

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FRAMEWORK STRUCTURE

10 A

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FRAMEWORK STRUCTURE

• FRAMEWORK (ITIL)• STAGE (SS, SD, ST, SO, CSI)• PROCESSES / PLANS• ACTIVITIES• PROCEDURES• DOCUMENTED STEPS• WORK INSTRUCTIONS

10 B

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ABBREVIATIONS IN THIS DECK

11 A

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ABBREVIATIONS• SS – SERVICE STRATEGY• SD – SERVICE DESIGN• ST – SERVICE TRANSITION• SO – SERVICE OPERATION• CSI – CONTINUAL SERVICE IMPROVEMENT• SIP – SERVICE IMPROVEMENT PACKAGE• SLP – SERVICE LEVEL PACKAGE• SDP – SERVICE DESIGN PACKAGE• STP – SERVICE TRANSITION PACKAGE

11 B

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Training

Foundations of IT Service Management with ITIL 2011: ITIL Foundations Course in a Book BY Brady Orand Kindle version for USD 9,99 (my choice)

ANDROID APP: ITIL EXAM PREP (PREMIUM) GLOBAL.MES EXAM PREP QUESTIONS (THE BEST OF IT) OFFICIAL SAMPLE EXAMS

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Thank you

Carlos Oliveira / May 31, 2013