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ITIL > Definitions > Flashcards

Definitions Flashcards

1
Q

ITIL Definition of Service Management

A

A set of specialized organizational capabilities for enabling value for customers in the form of services.

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2
Q

ITIL Definition of a Product

A

A configuration of an organization’s resources designed to offer value for a consumer.

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3
Q

ITIL Definition of a Service

A

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

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4
Q

ITIL Definition of an Organization

A

A person or a group of people that has its own functionswith responsibilities, authorities, and relationships to achieve its objectives.

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5
Q

ITIL Definition of a Customer

A

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

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6
Q

ITIL Definition of a Sponsor

A

A person who authorizes budget for service consumption.

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7
Q

ITIL Definition of a User

A

A person who uses services.

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8
Q

ITIL Definition of Value

A

The perceived benefits, usefulness, and importance of something.

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9
Q

ITIL Definition of Output

A

A tangible or intangible deliverable of an activity.

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10
Q

ITIL Definition of Outcome

A

A result for a stakeholder enabled by one or more outputs.

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11
Q

ITIL Definition of Costs

A

The amount of money spent on a specific activity or

resource.

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12
Q

ITIL Definition of Risk

A

A possible event that could cause harm or loss or make it more difficult to achieve objectives.

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13
Q

ITIL Definition of Utility of a Service

A

The utility is the functionality offered by a product or a service to meet a particular need.

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14
Q

ITIL Definition of Warranty of a Service

A

Warranty provides assurance that a product or a service will meet its agreed requirements.

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15
Q

ITIL Definition of Service Relationships

A

A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.

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16
Q

Holistic Approach to Service Management

A

The Four Dimensions

1. Organization and people
2. Information and technology
3. Suppliers and partners
4. Value streams and processes
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17
Q

ITIL Definition of Value Streams

A

A series of steps an organization undertakes to create and deliver products and services to consumers.

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18
Q

ITIL Definition of a Process

A

A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies.

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19
Q

ITIL Definition of Service Value System

A

The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.

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20
Q

ITIL Definition of Opportunity

A

Opportunity represents options or possibilities to add value for stakeholders or otherwise improve the organization.

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21
Q

ITIL Definition of Demand

A

Demand represents the need or desire for products and services from internal and external customers.

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22
Q

ITIL Definition of Guiding Principle

A

A recommendation that guides an organization in all circumstances.

23
Q

ITIL Definition of Focus on Value Guiding Principle

A

All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

24
Q

ITIL Definition of General Management Practices

A

General management practices have been adopted and adapted for service management from general business management domains.

25
Q

ITIL Definition of Service Management Practices

A

Service management practices have been developed in service management and ITSM industries.

26
Q

ITIL Definition of Technical Management Practices

A

Technical management practices have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services.

27
Q

ITIL Definition of Relationship Management Practice

A

The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

28
Q

ITIL Definition of Supplier Management Practice

A

The purpose of the supplier management practice is to
ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

29
Q

ITIL Definition of Service Level Management

A

The purpose of the service level management practice is to set clear, business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

30
Q

ITIL Definition of Service Level

A

One or more metrics that define expected or achieved service quality.

31
Q

ITIL Definition of Service Level Agreement

A

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

32
Q

ITIL Definition of Information Security Management Practice

A

The purpose of the information security management practice is to protect the information needed by the organization to conduct its business.

33
Q

ITIL Definition of IT Asset Management Practice

A

The purpose of the IT asset management practice is to plan and manage the full life cycle of all IT assets, to help the organization:
• maximize value
• control costs
• manage risks
• support decision-making about purchase, re-use, retirement, and disposal of assets
• meet regulatory and contractual requirements

34
Q

ITIL Definition of IT Asset

A

Any financially valuable component that can contribute to the delivery of an IT product or service.

35
Q

ITIL Definition of Service Configuration Management

A

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
This includes information on how CIs are configured and the relationships between them.

36
Q

ITIL Definition of Configuration Item

A

Any component that needs to be managed in order to deliver an IT service.

37
Q

ITIL Definition of Configuration Management System

A

A set of tools, data, and information that is used to support service configuration management.

38
Q

ITIL Definition of Continual Improvement Practice

A

The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.

39
Q

ITIL Definition of Monitoring and Event Management

Practice

A

The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events.

40
Q

ITIL Definition of an Event

A

Any change of state that has significance for the management of a service or other configuration item (CI).

41
Q

ITIL Definition of Incident

A

An unplanned interruption to a service or reduction in the quality of a service.

42
Q

ITIL Definition of Incident Management Practice

A

The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

43
Q

ITIL Definition of Problem

A

A cause, or potential cause, of one or more incidents.

44
Q

ITIL Definition of Known Error

A

A problem that has been analyzed but has not been resolved.

45
Q

ITIL Definition of Workaround

A

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

46
Q

ITIL Definition of Service Request Management Practice

A

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

47
Q

ITIL Definition of a Service Request

A

A request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.

48
Q

ITIL Definition of Change

A

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

49
Q

ITIL Definition of Change Control Practice

A

The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

50
Q

ITIL Definition of a Release

A

A version of a service or other configuration item, or a collection of configuration items, that is made available for use.

51
Q

ITIL Definition of Release Management Practice

A

The purpose of the release management practice is to make new and changed services and features available for use.

52
Q

ITIL Definition of Deployment Management Practice

A

The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.

53
Q

ITIL Definition of Service Desk Practice

A

The purpose of the service desk practice is to capture
demand for incident resolution and service requests. It
should also be the entry point and single point of contact for the service provider with all of its users.

54
Q

ITIL guiding principles

A
  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

ITIL (2 decks)

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