CH1: Service Management as a Practice Flashcards
ITIL
Information Technology Infrastructure
What is ITIL
ITIL is a framework of best practices for managing and delivering IT services.
When was ITIL Developed and by who
ITIL was developed in the 1980s by the United Kingdom’s Office of Government Commerce (OGC)
Why is ITIL so successful
It is vendor-neutral and applicable to organizations of all sizes, across various industries.
What is a service?
Services are a means of delivering value to customers, by facilitating the outcomes customers want to achieve, without the ownership of costs and risks.
What is an outcome?
The result of carrying out an activity, following process or delivering an IT Service
What are Core Service?
The services that deliver the basic outcomes required by one or more customers.
Example - The use of an email server
What are Enabling Service?
The services that are needed to ensure that the core service can eb delivered successfully.
Example - The infrastructure needed for the email server.
What are Enhancing Services?
Additional services that enhance the core service, making it more attractive or appealing to the customer.
What are Stakeholders?
Individuals or groups that have an interest in an organization, service, or project.
What is Service Management?
A set of specialized organizational capabilities for providing value to customers in the form of services.
What is a Service Provider?
An organization supplying services to one ore more internal or external customers.
ITSM
IT Service Management
The implementation and management of quality IT services that meet the needs of the business.
What is a Process?
A process is a structured set of activities designed to accomplish a specific objective.
What is a Function?
A team or group of people and the other resources or tools used to carry out a process.
