ITIL Foundation card Game

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Simple ITIL Foundation Card Game

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ITIL Foundation card Game

  1. 1. ITIL Foundation Card Game By: Mohamed Zohair Business Development Consultant Fingerprint Consultancy mzohair@fpconsultancy.com
  2. 2. Service Design Service Strategy Service Transition Service Operation Continual Service Improvement CSI The “ Service Portfolio “ is delivered from ……
  3. 3. Service Design Service Strategy Service Transition Service Operation Continual Service Improvement CSI The “ Service Portfolio “ is delivered from ……
  4. 4. Utility Warranty Grantee enough “ Capacity“ is service ……
  5. 5. Utility Warranty Grantee enough “ Capacity“ is service ……
  6. 6. Resources Capabilities Regarding to Assets, the Knowledge is considered as
  7. 7. Resources Capabilities Regarding to Assets, the Knowledge is considered as
  8. 8. Resources Customers The goal of Service Portfolio is assist the IT organization in managing ……….. In service management across the organization and maximize them for value Investments ROI’s
  9. 9. Resources Customers The goal of Service Portfolio is assist the IT organization in managing ……….. In service management across the organization and maximize them for value Investments ROI’s
  10. 10. Service Package Service PipelineOne of the following NOT phase of service type of Service Portfolio Service Catalog
  11. 11. Service Package Service PipelineOne of the following NOT phase of service type of Service Portfolio Service Catalog
  12. 12. 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
  13. 13. 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
  14. 14. Availability Management Which process is primarily supported by the analysis of Patterns of Business Activity(PBA)? Demand Management Financial Management Service Level Management
  15. 15. Availability Management Which process is primarily supported by the analysis of Patterns of Business Activity(PBA)? Demand Management Financial Management Service Level Management
  16. 16. Core Service Package Considering a typical ISP, the 24-hour phone support is an example of Supporting Service Package Service level Package
  17. 17. Core Service Package Considering a typical ISP, the 24-hour phone support is an example of Supporting Service Package Service level Package
  18. 18. OperationalCustomer Designed The service Catalog contain all …….. Services
  19. 19. OperationalCustomer Designed The Service Catalog lists all ……….. Services
  20. 20. Customer Based SALService Based SLA Multi Level SAL SLA agreement with an individual customer group, covering all the services they use.
  21. 21. Customer Based SALService Based SLA Multi Level SAL SLA agreement with an individual customer group, covering all the services they use.
  22. 22. OLASLA UC A Contract between an IT service provider and external supplier.
  23. 23. OLASLA UC A Contract between an IT service provider and external supplier.
  24. 24. Key Performance Indicators KPI Service improvement Program SPI Service Review Periodic meeting with customer to evaluate the service achievements is one of …….. activities
  25. 25. Key Performance Indicators KPI Service improvement Program SPI Service Review Periodic meeting with customer to evaluate the service achievements is one of …….. activities
  26. 26. The ITIL focus on four Ps concept as the Four Ps are …….
  27. 27. The ITIL focus on four Ps concept as the Four Ps are …….
  28. 28. 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
  29. 29. 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
  30. 30. Availability Management Capacity Management Service Continuity Management The ……….. Helps to ensure that the required IT service provision can be recovered within agreed timeframes.
  31. 31. Availability Management Capacity Management Service Continuity Management The ……….. Helps to ensure that the required IT service provision can be recovered within agreed timeframes.
  32. 32. StandardNormal Emergency The Planned changes is also called
  33. 33. StandardNormal Emergency The Planned changes is also called
  34. 34. Change EvaluationChange Planning Change Authorization Before ……. The RFC not committed to be done
  35. 35. Change EvaluationChange Planning Change Authorization Before ……. The RFC not committed to be done
  36. 36. CABLocal Board The standard changes required authorization from …………. team.
  37. 37. CABLocal Board The standard changes required authorization from …………. team.
  38. 38. Asset ManagerChange Manger Availability Team Who is responsible for define and manage the Configuration Items CI
  39. 39. Asset ManagerChange Manger Availability Team Who is responsible for define and manage the Configuration Items CI
  40. 40. The three types of release are
  41. 41. MinorMajor Emergency The three types of release are
  42. 42. THANK YOU

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