itil foundation v3

ITIL Foundation V3

Carlos Oliveira / May 31, 2013

Agenda

ITIL FoundationFlashcardsTraining & ReferenceQuestions

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.

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

Ludwig Wittgenstein

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

PROCESSESSS

1 A

PROCESSESSERVICE STRATEGY

• SERVICE PORTFOLIO MANAGEMENT

• BUSINESS RELATIONSHIP MANAGEMENT

• FINANCIAL MANAGEMENT

1 B

PROCESSESSD

2 A

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

PROCESSESST

3 A

PROCESSESSERVICE TRANSITION

• TRANSITION PLANNING & SUPPORT• SERVICE ASSET & CONFIGURATION

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

3 B

PROCESSESSO

4 A

PROCESSESSERVICE OPERATION

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

4 B

PROCESSESCSI

5 A

PROCESSESCONTINUAL SERVICE IMPROVEMENT

• 7 STEP IMPROVEMENT PROCESS

5 B

INPUTS / OUTPUTS

6 A

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

UTILITY AND WARRANTY

7 A

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

TYPES OF SERVICES

8 A

TYPES OF SERVICES

8 B

ENABLING SERVICES (SUPPORTING SERVICES)

ENHANCING SERVICES (SUPPORTING SERVICES)

CORE SERVICES

SERVICE PORTFOLIO

9 A

SERVICE PORTFOLIO

• SERVICE PIPELINE – CONCEPT, DESIGN, TRANSITION

• SERVICE CATALOG – TRANSITION, OPERATION

• RETIRED SERVICES - RETIREMENT

9 B

FRAMEWORK STRUCTURE

10 A

FRAMEWORK STRUCTURE

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

10 B

ABBREVIATIONS IN THIS DECK

11 A

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

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

Thank you

Carlos Oliveira / May 31, 2013