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ITIL Intermediate - Service Design > Definitions > Flashcards

Definitions Flashcards

1
Q

Acceptance

A

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2
Q

Agreed Service Time

A

A synonym for Service Hours, commonly used in formal calculations of Availability. See Downtime.

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3
Q

Agreement

A

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4
Q

Analytical Modeling

A

(Service Strategy) (Service Design) (Continual Service Improvement) A technique that uses mathematical Models to predict the behavior of a Configuration Item or IT Service. Analytical Models are commonly used in Capacity Management and Availability Management. See Modeling.

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5
Q

Application

A

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6
Q

Application Portfolio

A

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7
Q

Application Service Provider

A

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8
Q

Application Sizing

A

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9
Q

Architecture

A

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10
Q

Availability

A

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11
Q

Availability Management Information System (AMIS)

A

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12
Q

Availability Plan

A

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13
Q

Capacity

A

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14
Q

Brainstorming

A

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15
Q

Budgeting

A

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16
Q

Business Capacity Plan

A

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17
Q

Business Continuity Management

A

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18
Q

Business Continuity Plan

A

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19
Q

Business Objective

A

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20
Q

Business Service

A

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21
Q

Capacity Management Information System (CMIS)

A

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22
Q

Capacity Plan

A

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23
Q

Capacity Planning

A

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24
Q

Commercial Off the Shelf (COTS)

A

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25
Q

Component Capacity Management

A

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26
Q

Component Failure Impact Analysis

A

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27
Q

Confidentiality

A

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28
Q

Continual Service Improvement

A

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29
Q

Continuous Availability

A

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30
Q

Continuous Operation

A

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31
Q

Countermeasure

A

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32
Q

Crisis Management

A

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33
Q

CSI Register

A

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34
Q

Customer-Facing Service

A

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35
Q

Design

A

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36
Q

Development

A

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37
Q

Development Environment

A

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38
Q

Downtime

A

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39
Q

Effectiveness

A

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40
Q

Efficiency

A

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41
Q

Expanded Incident Lifecycle

A

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42
Q

Fast Recovery

A

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43
Q

Fault Tolerance

A

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44
Q

Fault Tree Analysis

A

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45
Q

Fixed Facility

A

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46
Q

Governance

A

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47
Q

Gradual Recovery

A

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48
Q

High Availability

A

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49
Q

Immediate Recovery

A

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50
Q

Service Model

A

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51
Q

Invocation

A

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52
Q

IT Service Continuity Plan

A

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53
Q

Key Performance Indicator (KPI)

A

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54
Q

Maintainability

A

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55
Q

Management Information System

A

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56
Q

Management of Risk (MoR)

A

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57
Q

Information Security Management System

A

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58
Q

Information Security Policy

A

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59
Q

Information System

A

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60
Q

Integrity

A

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61
Q

Intermediate Recovery

A

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62
Q

Management System

A

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63
Q

Mean Time Between Service Incidents

A

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64
Q

Mean Time to Repair

A

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65
Q

Mean Time to Restore Service

A

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66
Q

Middleware

A

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67
Q

Operational Level Agreement

A

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68
Q

Outcome

A

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69
Q

Percentage Utilization

A

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70
Q

Plan-Do-Check-Act

A

Deming Model: (add more)

71
Q

Planned Downtime

A

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72
Q

Portable Facility

A

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73
Q

Project

A

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74
Q

Project Management Office (PMO)

A

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75
Q

Reciprocal Arrangement

A

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76
Q

Recovery

A

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77
Q

Recovery Option

A

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78
Q

Redundancy

A

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79
Q

Reliability

A

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80
Q

Resiliance

A

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81
Q

Return to Normal

A

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82
Q

Risk Management

A

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83
Q

Service Capacity Management

A

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84
Q

Service Catalog

A

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85
Q

Service Charter

A

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86
Q

Service Failure Analysis

A

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87
Q

Service Hours

A

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88
Q

Service Knowledge Management System

A

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89
Q

Service Level Agreement (SLA)

A

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90
Q

Service Level Requirement

A

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91
Q

Service Level Target

A

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92
Q

Serviceability

A

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93
Q

Simulation Modelling

A

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94
Q

Single Point of Failure

A

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95
Q

SMART

A

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96
Q

Standby

A

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97
Q

Statement of Requirements

A

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98
Q

Supplier

A

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99
Q

Supplier & Contract Management Information System

A

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100
Q

Supporting Service

A

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101
Q

Terms of Reference

A

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102
Q

Threat

A

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103
Q

Throughput

A

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104
Q

Tuning

A

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105
Q

Underpinning Contract

A

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106
Q

Usability

A

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107
Q

Use Case

A

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108
Q

Vital Business Function

A

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109
Q

Vulnerability

A

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110
Q

Activity

A

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.

111
Q

Alert

A

(Service Operation) A warning that a threshold has been reached, something has changed, oar a Failure has occurred. alerts are often created and managed by System Management tools and are managed by the Event Management Process.

ITIL Intermediate - Service Design (9 decks)

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