2. HDI South Florida $$$ ITIL JEOPARDY $$$ Jeopardy Game Show

3. 1) Team to “Ring In” first must give an answer. 2) If the answer is right, the $ value with that question is added to the team's score. 3) A wrong answer or no answer will subtract the $ value from the team’s score. 4) After each question, touch pads must be passed to the next person in the team going clock-wise. 5) The team with the most $ value at the end of the game are the ITIL JEOPARDY CHAMPIONS!!!

4. First place light will start BLINKING Second place NO BLINKING

5. Who’s First – 6 wireless touch pads One touch pad per team

6. Are you READY!!! Who’s First?

7. President of HDI South Florida Chapter.

8. Who is Eddie Vidal?

13. ITIL Phases ITIL Acronyms ITIL Processes ITIL Roles ITIL Miscellaneous $100 $200 $300 $400 $500

14. ITIL Phases $100 Deals with the design and development of services and their related processes.

15. ITIL Phases $100 What is Service Design?

16. ITIL Phases $200 Consists of the management and coordination of the processing, systems and functions required for building, testing and development of new and changed services.

17. ITIL Phases $200 What is Service Transition?

18. ITIL Phases $300 Delivers guidance with designing, developing and implementing service management as a strategic asset.

19. ITIL Phases $300 What is Service Strategy?

20. ITIL Phases $400 An inherent part of both developing and delivering IT services by measuring and monitoring process compliance, quality, performance and business value.

21. ITIL Phases $400 What is Continual Service Improvement?

22. ITIL Phases $500 Involves coordinating and carrying out activities and processes required to provide and manage services for business users and customers within a specific agreed service level.

23. ITIL Phases $500 What is Service Operation?

24. ITIL Acronyms $100 A best practice based framework that offers a systematic approach to delivery of quality IT services.

25. ITIL Acronyms $100 What is ITIL (Information Technology Infrastructure Library)?

26. ITIL Acronyms $200 A place where original software is physically stored.

27. ITIL Acronyms $200 What is a DSL (Definitive Software Library)?

28. ITIL Acronyms $300 A formal meeting where changes are reviewed / approved before implementing / deploying in the IT production environment.

29. ITIL Acronyms $300 What is the CAB (Change Advisory Board)?

30. ITIL Acronyms $400 A metric that is used to indicate the performance level of an operation or process.

31. ITIL Acronyms $400 What is a KPI (Key Performance Indicator)?

32. ITIL Acronyms $500 An agreement made with internal IT departments for assuring support of service components.

33. ITIL Acronyms $500 What is an OLA (Operational Level Agreement)?

34. ITIL Processes $100 The most common process that is associated with the Service Desk.

35. ITIL Processes $100 What is Incident Management?

36. ITIL Processes $200 Responsible for recording the logical and physical relationship between various components of the IT infrastructure.

37. ITIL Processes $200 What is Configuration Management?

38. ITIL Processes $300 Grants approval for implementing a change.

39. ITIL Processes $300 What is Change Management?

40. ITIL Processes $400 Responsible for monitoring agreements with the business and / or suppliers.

41. ITIL Processes $400 What is Service Level Management?

42. ITIL Processes $500 Focuses specifically on tracing and finding the cause of recurring errors and documenting them.

43. ITIL Processes $500 What is Problem Management?

44. ITIL Roles $100 Ensures the smooth running of the process.

45. ITIL Roles $100 Who is a Process Owner?

46. ITIL Roles $200 After a change ensures security measures maintain the security level.

47. ITIL Roles $200 Who is a Security Analyst?

48. ITIL Roles $300 Is responsible for tracking and monitoring an incident resulting from an implementation change.

49. ITIL Roles $300 Who is a Service Desk Analyst?

50. ITIL Roles $400 Is responsible for continual improvement of the IT Service.

51. ITIL Roles $400 Who is a Service Owner?

52. ITIL Roles $500 A one-stop shop for handling any type of user problems or requests.

53. ITIL Roles $500 What is a Service Desk?

54. HDI Miscellaneous $100 Fill in the BLANK from Deming’s Quality Cycle. PLAN-DO-_ _ _ _ _ _ _ -ACT.

55. HDI Miscellaneous $100 What is CHECK?

56. HDI Miscellaneous $200 A term also used for routing or passing on incidents to another solution group. A- What is Classification? B- What is Registration? C- What is Escalation? D- What is Prioritization?

57. HDI Miscellaneous $200 C- What is Escalation?

58. HDI Miscellaneous $300 The process responsible for establishing and maintaining a KNOWN ERROR database. A- What is Change Management? B- What is Incident Management? C- What is Problem Management? D- What is Configuration Management?

59. HDI Miscellaneous $300 C- What is Problem Management?

60. HDI Miscellaneous $400 The key factor that determines the PRIORITY of an INCIDENT. A- What is the Incident customer’s name? B- What is the Incident Category? C- What is the Incident Impact? D- What are the wishes of the customer?

61. HDI Miscellaneous $400 C- What is the Incident Impact?

62. HDI Miscellaneous $500 Provides an overview of all IT Services. A- What is a Operational Level Agreement (OLA)? B- What is the Service Catalog? C- What is a Service Level Agreement (SLA)? D- What is a Service Window?

63. HDI Miscellaneous $500 B- What is the Service Catalog?

66. Final Jeopardy What is the vision, Where are we now, Where do we want to be, How do we get there, Did we get there, and How do we keep the momentum.

67. Final Jeopardy What is the Continual Service Improvement Model?

68. Credits Producer: HDI South Florida Event:April 8 th /10 Spring event Game: Eddie Vidal Score:Robert Pinto Host:Tony Di Perna Who’s First:HDI SE Region Sponsors: Carnival Cruise Lines TEK Systems CA