5) Key ITIL Practices Flashcards
The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.
architecture management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
A view of all the services provided by an organization. It includes interactions between the services, and the service models that describe the structure and dynamics of each service
service architecture
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
business case
Any component that needs to be managed in order to deliver an IT service.
CI
A CI is any component that needs to be managed in order to deliver an IT service.
What does CI stand for?
configuration item
The act of permanently withdrawing a product, service, or other configuration item from use.
retire
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
problem management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
information security management practice
A security objective that ensures information is not made available or disclosed to unauthorized entities.
confidentiality
A security objective that ensures information is only modified by authorized personnel and activities.
integrity
An activity to identify, analyze, and evaluate risks.
risk assessment
A unique name that is used to identify and grant system access rights to a user, person, or role.
identity
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
warranty requirements
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
A necessary precondition for the achievement of intended results.
CSF
A CSF is a necessary precondition for the achievement of intended results.
What does CSF stand for?
critical success factor
An important metric used to evaluate the success in meeting an objective.
KPI
A KPI is an important metric used to evaluate the success in meeting an objective.
What does KPI stand for?
key performance indicator
A real-time graphical representation of data.
dashboard
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures continual improvement of products, services, and practices across al value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.
organizational change management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The practice of ensuring that an organization has the right mix of programs, projects, products, and services to execute its strategy within its funding and resource constraints.
portfolio management practice
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
relationship management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The practice of ensuring that all an organization’s projects are successfully delivered.
project management practice
A development approach that is linear and sequential with distinct objectives for each phase of development.
waterfall method
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The act of sharing awareness or transferring ownership of an issue or work item.
escalation
The practice of ensuring that an organization understands and effectively handles risks.
risk management practice
Structured information about all the services offerings of a service provider, relevant for a specific target audience.
service catalogue
A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.
maturity
The practice of supporting an organization’s strategies and plans for service management by ensuring that the organization’s financial resources and investments are being used effectively.
service financial management practice
The activity that assigns a price for services.
charging
A business unit or project to which costs are assigned.
cost center
The activity that assigns a price for services.
charging
The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.
big data
The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.
technical debt
A unit of work consisting of an exchange between two or more participants or systems.
transaction
A document stating results achieved and providing evidence of activities performed.
record
The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.
strategy management practice
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
supplier management practice
The process of having external suppliers provide products and services that were previously provided internally.
outsourcing
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
risk
The amount of money spent on a specific activity or resource.
cost
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLA
The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to supports its business objectives.
workforce and talent management practice
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
An SLA is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
What does SLA stand for?
service level agreement
The speed, effectiveness, and efficiency with which an organization operates. ___ influences time to market, quality, safety, costs, and risks.
organizational velocity
The speed, effectiveness, and efficiency with which an organization operates. ___ influences time to market, quality, safety, costs, and risks.
organizational velocity
An SLA is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
What does SLA stand for?
service level agreement
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
availability management practice
A metric of how frequently a service or other configuration item fails.
MTBF
The MTBF is a metric of how frequently a service or other configuration item fails.
What does MTBF stand for?
mean time between failures
A metric of how quickly a service is restored after a failure.
MTRS
The MTRS is a metric of how quickly a service is restored after a failure.
What does MTRS stand for?
mean time to restore services
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
