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ITIL FoundationCard Game
By: Mohamed ZohairBusiness Development Consultant Fingerprint Consultancy mzohair@fpconsultancy.com
Service Design
Service Strategy
Service Transition
Service Operation
Continual Service Improvement CSI
The “ Service Portfolio “ is delivered from ……
Service Design
Service Strategy
Service Transition
Service Operation
Continual Service Improvement CSI
The “ Service Portfolio “ is delivered from ……
Utility Warranty
Grantee enough “ Capacity“ is service ……
Utility Warranty
Grantee enough “ Capacity“ is service ……
Resources Capabilities
Regarding to Assets, the Knowledge is considered as
Resources Capabilities
Regarding to Assets, the Knowledge is considered as
Resources
Customers
The goal of Service Portfolio is assist the IT
organization in managing ……….. In service
management across the organization and
maximize them for valueInvestments
ROI’s
Resources
Customers
The goal of Service Portfolio is assist the IT
organization in managing ……….. In service
management across the organization and
maximize them for valueInvestments
ROI’s
Service Package
Service PipelineOne of the following NOT phase of service
type of Service Portfolio
Service Catalog
Service Package
Service PipelineOne of the following NOT phase of service
type of Service Portfolio
Service Catalog
Service Portfolio Manager
Demand ManagerThe ....... works with capacity management
to ensure that the service provider has
sufficient capacity to meet the required
needs.
Service Strategy Manager
Service Portfolio Manager
Demand ManagerThe ....... works with capacity management
to ensure that the service provider has
sufficient capacity to meet the required
needs.
Service Strategy Manager
Availability Management
Which process is primarily supported by the analysis of Patterns of Business
Activity(PBA)?
Demand Management
Financial Management
Service Level Management
Availability Management
Which process is primarily supported by the analysis of Patterns of Business
Activity(PBA)?
Demand Management
Financial Management
Service Level Management
Core Service Package
Considering a typical ISP, the 24-hour phone support is an example of
Supporting Service Package
Service level Package
Core Service Package
Considering a typical ISP, the 24-hour phone support is an example of
Supporting Service Package
Service level Package
Operational Customer Designed
The service Catalog contain all …….. Services
Operational Customer Designed
The Service Catalog lists all ……….. Services
Customer Based SALService Based SLA Multi Level SAL
SLA agreement with an individual customer group, covering all the services they use.
Customer Based SALService Based SLA Multi Level SAL
SLA agreement with an individual customer group, covering all the services they use.
OLASLA UC
A Contract between an IT service provider and external
supplier.
OLASLA UC
A Contract between an IT service provider and external
supplier.
Key Performance Indicators KPI
Service improvement Program SPI
Service Review
Periodic meeting with customer to evaluate the service
achievements is one of …….. activities
Key Performance Indicators KPI
Service improvement Program SPI
Service Review
Periodic meeting with customer to evaluate the service
achievements is one of …….. activities
The ITIL focus on four Ps concept as the Four Ps are …….
The ITIL focus on four Ps concept as the Four Ps are …….
Ability of service to perform
its agreed upon function at a
stated time
How long service can perform
its agreed upon function
without interruption
How quickly and effectively a
service can be restored to
normal work after failure
The ability of third party
supplier to meet the terms of
its contract
Serviceability Reliability MaintainabilityAvailability
Ability of service to perform
its agreed upon function at a
stated time
How long service can perform
its agreed upon function
without interruption
How quickly and effectively a
service can be restored to
normal work after failure
The ability of third party
supplier to meet the terms of
its contract
Serviceability
Reliability
Maintainability
Availability
Availability Management
Capacity Management
Service Continuity Management
The ……….. Helps to ensure that the required IT service provision can be recovered within agreed timeframes.
Availability Management
Capacity Management
Service Continuity Management
The ……….. Helps to ensure that the required IT service provision can be recovered within agreed timeframes.
StandardNormal Emergency
The Planned changes is also called
StandardNormal Emergency
The Planned changes is also called
Change EvaluationChange Planning Change Authorization
Before ……. The RFC not committed to be done
Change EvaluationChange Planning Change Authorization
Before ……. The RFC not committed to be done
CABLocal Board
The standard changes required authorization from …………. team.
CABLocal Board
The standard changes required authorization from …………. team.
Asset Manager Change Manger Availability Team
Who is responsible for define and manage the Configuration Items CI
Asset Manager Change Manger Availability Team
Who is responsible for define and manage the Configuration Items CI
The three types of release are
MinorMajor Emergency
The three types of release are
THANK YOU
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