Introduction to Unit 14 IT Service Delivery

Any activity/process performed by an organisation that requires IT system(s) to achieve its aims.

• IT service

• IT service catalogue

• IT service life cycle

• IT service strategy

A document where all IT services for an organisation are identified and their requirements described.

• IT service

• IT service catalogue

• IT service life cycle

• IT service strategy

A methodology for identifying, defining, planning and evaluating a solution to meet the IT service needs of an organisation.

• IT system

• IT service catalogue

• IT service life cycle

• IT service strategy

Formal documentation used by organisations to identify IT service requirements to operate and prioritise their importance in relation to the needs of the organisation.

• IT system

• IT service catalogue

• IT service life cycle

• IT service strategy

An integrated set of software and hardware components for collecting, storing, and processing data and information; ranging from a single digital device to large networks of computers.

• IT system

• Processes

• IT service life cycle

• IT service strategy

A series of logically related activities completed by an organisation that produce a defined set of results when performed together.

• IT system

• Processes

• IT service life cycle

• IT service strategy

Three of the five ITIL service life cycle stages...

• Service design

• Service transition

• Service delivery/operation

• Service elevator

• Service equipment

Project methodologies include which of the following?

• PRINCE2

• Agile

• Rapid Waterfall

• Lean

Which methodology?

Streamlining and eliminating waste to deliver more with less.

• Lean

• RAD

• Agile

• PRINCE2

Which methodology?

Controlled project management that leaves nothing to chance.

• Lean

• RAD

• Waterfall

• PRINCE2