ITIL/Foundation/Overview

This lesson introduces Information Technology Infrastructure Library 2011.

[[image:Nuvola_apps_package_utilities.png | 24px]] Objectives and Skills
Objectives and skills for this ITIL introduction include:
 * Provide a first view on Information Technology Infrastructure Library

[[image:Nuvola_apps_korganizer.svg | 24px]] Activities

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

[[image:Nuvola_apps_bookcase.svg | 24px]] Readings

 * 1) Read  Information Technology Infrastructure Library introduction
 * 2) Read  Information Technology Infrastructure Library, History chapter
 * 3) Read  Information Technology Infrastructure Library, Overview of ITIL 2007 Edition chapter

[[image:Nuvola_apps_package_editors.png | 24px]] Review Questions
{What was the first ITIL release initial goals? + Enhance IT services quality. - Facilitate the creation of interoperable management products. - Help the financial audit community better manoeuvre in IT-related environments.
 * type=""}
 * The reason […] was a lack of quality of the IT services procured by the British Government.
 * This was the expectation that drove the TeleManagement Forum creation in network domain..
 * This is what was expected from COBIT (Control Objectives for Information and Related Technologies) in its first release in 1996..

{Select which definitions fit ITIL ? + A set of practices for IT service management that focuses on aligning IT services with the needs of business. - A standard that has to be followed. - An international standard for IT service management. - Refers to the implementation and management of quality information technology services. + Something independent of any vendor or supplier.
 * type="[]"}
 * This is the first sentence of Wikipedia article
 * This has more practices that have to be adapted to the business context than something to strictly follow.
 * This is the definition of ISO/IEC 20000
 * This is the definition of IT service management

{Who is nowadays owning ITIL ? - The British Office of Government Commerce + The Government of the United Kingdom - The IT Service Management Forum - The owner of ISO/IEC 20000
 * type=""}
 * ...In July 2011, ... The OGC is no longer listed as the owner of ITIL, following the consolidation of OGC into the Cabinet Office...
 * ... the ownership is now listed as being with HM Government rather than the Office of Government Commerce (OGC)...
 * ...The itSMF is concerned with promoting ITIL ... but does not own it.

{In which decade appears the first ITIL version? - 1970s + 1980s - 1990s - 2000s
 * type=""}
 * ... After the initial publication in 1989–96, the number of books quickly grew within ITIL v1 to more than 30 volumes...

{Complete the following sentence with the correct values. ITIL 2011 contains { 5 _3 } core volumes and covers { 26 _3 } processes.
 * type="{}"}
 * ...the 2011 edition consists of five core publications... There are twenty-six processes listed in ITIL 2011 edition ...

{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. - Clarify and prioritise service-provider investments in services. - Deliver services required by a business into live/operational use. - Encompass all elements relevant to technology service delivery. + Identify and implement improvements to the IT services that support the business processes.
 * type=""}
 * 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)...
 * 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...
 * 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)...
 * 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...
 * 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...

{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. - Clarify and prioritise service-provider investments in services. - Deliver services required by a business into live/operational use. + Encompass all elements relevant to technology service delivery. - Identify and implement improvements to the IT services that support the business processes.
 * type=""}
 * 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)...
 * 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...
 * 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)...
 * 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...
 * 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...

{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. + Clarify and prioritise service-provider investments in services. - Deliver services required by a business into live/operational use. - Encompass all elements relevant to technology service delivery. - Identify and implement improvements to the IT services that support the business processes.
 * type=""}
 * 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)...
 * 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...
 * 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)...
 * 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...
 * 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...

{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. - Clarify and prioritise service-provider investments in services. - Deliver services required by a business into live/operational use. - Encompass all elements relevant to technology service delivery. - Identify and implement improvements to the IT services that support the business processes.
 * type=""}
 * 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)...
 * 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...
 * 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)...
 * 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...
 * 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...

{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. - Clarify and prioritise service-provider investments in services. + Deliver services required by a business into live/operational use. - Encompass all elements relevant to technology service delivery. - Identify and implement improvements to the IT services that support the business processes.
 * type=""}
 * 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)...
 * 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...
 * 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)...
 * 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...
 * 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...

{ Set the correct order number (from 1 to 5) of the five ITIL Core volumes
 * type="{}"}
 * ... 5. ITIL Continual Service Improvement ...
 * ... 2. ITIL Service Design ...
 * ... 4. ITIL Service Operation...
 * ... 1. ITIL Service Strategy...
 * ... 3. ITIL Service Transition...

{To what service lifecycle apply the following goals? ---+- Assess customers and market place needs. + Build and deploy new services. --+-- Carry out routine tasks. ---+- Determine what capabilities need to be developed. + Ensure changes to services and Service Management processes are properly carried out. --+-- Ensure the service is properly delivered. --+-- Fix services problems. --+-- Fulfilling user request. + Use Quality management methods to gather lessons learned.
 * type=""}
 * Cont. serv. improvement | Design | Operation | Strategy | Transition
 * All these goals are described in the IT Process wiki, at ITIL processes page.

{Who owns the following roles? +-- 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.
 * type="[]"}
 * APM group | The cabinet office | The Stationery Office

{In which phase are we making policies and setting objectives? - Continual Service Improvement. - Service Design. - Service Operation. + Service Strategy. - Service Transition.
 * type=""}

{Which lifecycle phase interacts directly with all the others? + Continual Service Improvement. - Service Design. - Service Operation. - Service Strategy. - Service Transition.
 * type=""}

{Once design steps begin, it is too late to think about strategy + False - True
 * type=""}
 * It is recommended to assess in a regular manner the current situation and seek or future developments that will be the starting point of a new strategy definition.

{What practices are covered by ITIL? + Check periodically the efficiency of the services - Ensure to use the last up to date technology available on the market
 * type="[]"}
 * This is the aim of the Continual Service Improvement.
 * New technology is not a goal but a mean to achieve customer expectations.

{What lifecycle is often associated with the Plan Do Check Act method? + Continual Service Improvement. - Service Design. - Service Operation. - Service Strategy. - Service Transition.
 * type=""}
 * Plan Do Check Act (PDCA) method is definitely part of the Continual Service Improvement lifecycle.

{In which part of ITIL the following topics are covered? -+--- Addresses how a planned service solution interacts with the larger business and technical environments --+-- Balance between service reliability and cost ---+- Develop the business-case ---+- Define the service assets -+--- Define the service management systems required to support the planned service solution ---+- Define the service provider types -+--- Define the supply chain required to support the planned service solution -+--- Define the technology and architecture required to support the planned service solution --+-- Monitor the problems ---+- Perform a market analysis
 * type=""}
 * Cont. serv. improvement | Design | Operation | Strategy | Transition
 * ... 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 ...
 * ... Also the monitoring of problems and balance between service reliability and cost etc. are considered ...
 * ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...
 * ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...
 * ... 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 ...
 * ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...
 * ... 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 ...
 * ... 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 ...
 * ... Also the monitoring of problems and balance between service reliability and cost etc. are considered ...
 * ... Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types ...