4) ITIL SVS Flashcards
The means by which an organization is directed and controlled.
Governance
A set of organizational resources designed for performing work or accomplishing an objective.
Practice
A defined aspiration of what an organization would like to become in the future.
vision
The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.
organizational resilience
A customer who works for an organization other than the service provider.
external customer
A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.
project
A measurement or calculation that is monitored or reported for management and improvement.
metric
A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject.
standard
The ease with which a service or other entity can be repaired or modified.
maintainability
A controlled environment used in the delivery of IT services to service consumers.
live environment
An unplanned interruption to a service or reduction in the quality of a service.
incident
A database used to store configuration records throughout their lifecycle. The ___ also maintains the relationships between configuration records.
CMDB
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
feedback loop
An interaction with the service desk. A ___ could result in an incident or a service request being logged.
call
The point of communication between the service provider and all its users.
service desk
A description of the specific states an entity can have at a given time.
status
A measure of whether the objectives of a practice, service or activity have been achieved.
effectiveness
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
MVP
A cause, or potential cause, of one or more incidents.
problem
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some ___s reduce the likelihood of incidents.
workaround