Simple ITIL Foundation Card Game

1. ITIL Foundation
Card Game
By: Mohamed Zohair
Business Development Consultant
Fingerprint Consultancy
mzohair@fpconsultancy.com

2. Service Design
Service Strategy
Service Transition
Service Operation
Continual Service
Improvement CSI
The “ Service Portfolio “ is delivered from ……

3. Service Design
Service Strategy
Service Transition
Service Operation
Continual Service
Improvement CSI
The “ Service Portfolio “ is delivered from ……

4. Utility Warranty
Grantee enough “ Capacity“ is service ……

5. Utility Warranty
Grantee enough “ Capacity“ is service ……

6. Resources Capabilities
Regarding to Assets, the Knowledge is considered as

7. Resources Capabilities
Regarding to Assets, the Knowledge is considered as

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. 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. Service Package
Service PipelineOne of the following NOT phase of service
type of Service Portfolio
Service Catalog

11. Service Package
Service PipelineOne of the following NOT phase of service
type of Service Portfolio
Service Catalog

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. 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. Availability Management
Which process is primarily supported by the analysis of Patterns of Business
Activity(PBA)?
Demand Management
Financial Management
Service Level Management

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. Core Service Package
Considering a typical ISP, the 24-hour phone support is an example of
Supporting Service Package
Service level Package

17. Core Service Package
Considering a typical ISP, the 24-hour phone support is an example of
Supporting Service Package
Service level Package

18. OperationalCustomer Designed
The service Catalog contain all …….. Services

19. OperationalCustomer Designed
The Service Catalog lists all ……….. Services

20. Customer Based SALService Based SLA Multi Level SAL
SLA agreement with an individual customer group, covering all
the services they use.

21. Customer Based SALService Based SLA Multi Level SAL
SLA agreement with an individual customer group, covering all
the services they use.

22. OLASLA UC
A Contract between an IT service provider and external
supplier.

23. OLASLA UC
A Contract between an IT service provider and external
supplier.

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. Key Performance
Indicators KPI
Service
improvement
Program SPI
Service Review
Periodic meeting with customer to evaluate the service
achievements is one of …….. activities

26. The ITIL focus on four Ps concept as the Four Ps are …….

27. The ITIL focus on four Ps concept as the Four Ps are …….

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. 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. Availability
Management
Capacity
Management
Service Continuity
Management
The ……….. Helps to ensure that the required IT service
provision can be recovered within agreed timeframes.

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. StandardNormal Emergency
The Planned changes is also called

33. StandardNormal Emergency
The Planned changes is also called

34. Change EvaluationChange Planning
Change
Authorization
Before ……. The RFC not committed to be done

35. Change EvaluationChange Planning
Change
Authorization
Before ……. The RFC not committed to be done

36. CABLocal Board
The standard changes required authorization from …………. team.

37. CABLocal Board
The standard changes required authorization from …………. team.

38. Asset ManagerChange Manger Availability Team
Who is responsible for define and manage the Configuration Items CI

39. Asset ManagerChange Manger Availability Team
Who is responsible for define and manage the Configuration Items CI

40. The three types of release are

41. MinorMajor Emergency
The three types of release are

42. THANK YOU