Art of Science - ITIL Foundation Glossary Flashcards
DEFINE: External Service Provider
Service provider that provides IT services to external customers (e.g. Internet hosting solutions providers.
Define Baselines
A snapshot that is used as a reference point. Many snapshots may be taken and recorded over time but only some will be used as baselines. For example:
- An ITSM baseline could be used as a starting point to measure the effect of the service improvement plan.
- A performance baseline can be used to measure changes in performance over the lifetime of an IT service.
- A configuration baseline can be used as part of a back-out plan do it able the IT infrastructure to be restored to a configuration of the cicerones fails.
(ITIL Service Strategy)
ACCOUNTING
The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, managing variance from the budget.
ACTIVITY
A set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans and are documented in procedures.
(ITIL Service Operation)
ALERT
A notification that a threshold has been reached, something has been changed, or failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process.
APPLICATION
Software that provides functions that are required by an IT service. Each application may be part of more than one IT service. An application runs on one or more servers or clients.
(ITIL Service Design)
APPLICATION SIZING
The activity responsible for understanding the resource requirements needed to support a new application or a major change to an existing application. Application sizing helps ensure that the IT service can meet its agreed service-level targets for capacity and performance.
ASSET
Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of the service. Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure, or financial capital. *See also customer asset; service asset; strategic asset.
(ITIL Service Transition)
ATTRIBUTE
A piece of information about a configuration item. Examples are name, location, version number, and cost. Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as part of a good configuration management system (CMS). *See also relationship; configuration management system.
