Chapter 2 Flashcards
Business Case
A decision support and planning tool that projects the likely consequences of a business action. It provides justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks, and possible problems.
External Service Providers
Service provider that provides IT services to external customers, e.g., providing internet hosting solutions for multiple customers.
Functions
A team or group of people and tools they use to carry out one or more processes or activities. Functions provide units of organization responsible for specific outcomes. ITIL Functions covered include:
- Service Desk
- Technical Management
- Application Management
- IT Operations Management
Internal Service Providers
An internal service provider that is embedded within a business unit, e.g., one IT organization within each of the business units. The key factor is that the IT services provide a source of competitive advantage in the market space where the business exists.
IT Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services.
Process
A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.
Process are strategic assets when they create competitive advantage and market differentiation. They may define roles, responsibilities, tools, management controls, policies, standards, guidelines, activities, and work instructions if they are needed.
Process Owner
The person/role responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.
Ex. The owner for the Availability Management Process
Process Manager
The person/role responsible for the operational management of a process. There may be several managers for one process, and they report to the Process Owner.
Resources
A generic term that includes IT infrastructure, people, money, or anything else that might help deliver an IT service. Resources are also considered to be tangible assets of an organization.
Service
A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs or risks. The role of the service provider is to manage these costs and risks appropriately, spreading them over multiple customers if possible.
Service Owner
The person/role accountable for the delivery of a specific IT Service. They are responsible for continual improvement and management of change affecting services under their care.
Ex. The owner of the Payroll Service
Shared Service Provider
An internal service provider that provides shared IT service to more than one business unit, e.g., one IT organization to service all business in an umbrella organization. IT Services for this provider do not normally provide a source of competitive advantage but, instead, support effective and efficient business processes across an organization.
Baseline
(ITIL Continual Service Improvement) (ITIL Service Transition) 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 can be used as a starting point to measure the effect of a 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 to enable the IT infrastructure to be restored to a known configuration if s change or release fails.
