Exam Flashcards
A solution that reduces or eliminates the impact of an incident or a problem for which a full resolution is not yet available. Can reduce the likelihood of incidents
Workaround
Amount of money spent on a specific activity or reasource
Cost
What service management dimension says that: everyone should have an understanding of their involvement towards creating value
Organizations and People
A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
Risk
Person or group that approves a change
Change Authority
Configuration of an organizations resources designed to offer value for a consumer
Product
A cause or potential cause of one or more incidents
Problem
Set of organizational resources designed for performing work or accomplishing an objective
Management Practice
Activities performed by an organization to consume services
Service Consumption
Process of having external suppliers provide products and services that were previously provided internally
Out sourcing
Set of interrelated or interacting activities that transform inputs into outputs
Process
The functionality offered by a product or service to meet a particular need.
Utility
What are the 4 dimensions of Service Management:
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Series of steps an organization undertakes to create and deliver products and services to consumers
Value Stream
A recommendation that guides a company in all circumstances regardless of change in its mission, goals, type of work or management structure.
Guiding Principle
Allows action to be taken before any negative impact is exprerienced.
Warning Event
A problem that has been analyzed but has not been resolved
Known Error
What are the Guiding Principles:
- 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
Need to be scheduled, assessed and authorized following a process
Normal Change
New or changed software is made available in a controlled repository, and users download the software to client devices when they choose
Pull Deployment
Core of the service value system
Service value chain
What are the two key components of the ITIL Framework?
Service Value System and Four Dimensions Model
Any change of state that has significance for the management of a service or other configuration item (CI). Typically recognized through notifications created by an IT service, CI, or monitoring tool.
Event
Approves budget for service consumption
Sponsor
Service Value System Components:
- Service Value Chain
- Practices
- Guiding Principles
- Governance
- Continual Improvement
Which service value chain activity ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
Design and Transition
Cooperation between a service provider and service consumer
Service Relationship
One or more metric that define expected or achieved service quality
Service Level
Anyone who has an interest or involement
Stakeholder
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Relationship Management
Requires action even though business impact may not yet have been experienced
Exception Event
Request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery
Service Request
Which service value chain activity provides understanding of stakeholder needs, transparency, continual engagement and good relationship with all stakeholders
Engage
Low-risk, pre-authorized changes that are well understood and fully documented and can be implemented without needing additional authorization
Standard Change
Activities performed by an organization to provide services
Service Provision
The maximum amount of learning with the least effort
Minimum viable product
A person who uses the services
User
New or changed components are deployed to just part of the production environment at a time.
Phased Deployment
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
Service Level Agreement
Role performed by an organization in a service relationship to provide services
Service Providers
Assurance that a product or service will meet agreed requirements.
Warranty
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT Asset
How many Components are in part of the Service Value System:
Five
All exchanges with external parties to the service value chain are performed throught which activity.
Engage
Perceived benefits, usefulness and importance of something.
Value
Procurement of a product or service from one supplier
Single Source or Partnership
Organizational Silos
Resistant to change
Means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks
Service
Products and services are developed and/or delivered by the organization
In sourcing
Does not require action when identified
Informational Event
Tangible or intangible deliverable of an activity
Output
Set of Specialized organizational capabilites for enablling value for customers in the form of services
Service Management
What are the activities in the service value chain:
- Plan
- Improve
- Engage
- Design and Transition
- Obtain/Build
- Deliver and Support
New or changed components are deployed to all targets at the same time
Big Bang Deployment
How many activities make up the service value chain?
6
How all the components and activities of the company work together as a system to create value.
Service Value System (SVS)
Inputs of the Service Value System
Opportunity and Demand
What are the steps in the Continual Improvement Model:
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Take Action
- Did we get there?
- Keep the momentum going?
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
A version of a service or other configuration item (CI) or a collection of configuration itmes that is made available for use.
Release
Components are integrated, tested, and deployed when they are needed.
Continuous Delivery
Result for a stakeholder enabled by one or more outputs
Outcome
Set of tools, data, and information that is used to support service configuration management
Configuration Management System (CMS)
Which service value chain activity ensures a shared understanding of the vision, current standing and improvement direction across an organization
Plan
Number of Guiding Principles
7
Keeps information on its assets, costs and related contracts
Asset Register
Procurement of a product or service from more than one independent supplier
Multi-Sourcing
Person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Organization
Must be implemented ASAP. Not usually included in a change schedule and usually expedited to ensure they can be implemented quickly
Emergency Change
The addiction, modification or removal of anything that could have a direct or indirect effect on services
Change
All new resources are gained through which service value chain activity?
Obtain/Build
Defines requirements for a service and takes responsibility for the outcomes of service consumption
Customer
Unplanned interruption to a service or reduction in the quality of a service
Incident
A formal description of one or more services, designed to address the needs of a target consumer group
Service Offering
