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ITIL 4 Foundation Study > Glossary Definitions > Flashcards

Glossary Definitions Flashcards

Memorize key terms

1
Q

Report or metric that serves as a starting point against which progress or change can be assessed

A

Baseline

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2
Q

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

A

Change

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3
Q

A person or group responsible for authorizing a change

A

Change Authority

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4
Q

A calendar that shows planned and historical changes

A

Change Schedule

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5
Q

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

A

Configuration Item (CI)

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6
Q

A role performed by an organization in a relationship that uses (or consumes) those services

A

Consumer

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7
Q

Database or structured document to track and manage improvement ideas from identification through to final action

A

Continual Improvement Register (CIR)

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8
Q

The amount of money spent on a specific activity or resource

A

Cost

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9
Q

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

A

Customer

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10
Q

A change that must be introduced as soon as possible

A

Emergency Change

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11
Q

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

A

Event

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12
Q

Full Time Equivalent (2000 hours of work per year)

A

FTE

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13
Q

A method to evaluate the scope and nature of the distance to be travelled from the starting point to the achievement of the initiative’s vision

A

Gap Analysis

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14
Q

Transferred from the service provider over to the consumer

A

Goods

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15
Q

The means by which an organization is directed and controlled

A

Governance

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16
Q

A recommendation that guides an organization in all circumstances

A

Guiding Principles

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17
Q

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

A

Incident

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18
Q

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

A

IT Asset

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19
Q

A problem that has been analyzed but has not been resolved

A

Known Error

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20
Q

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

A

Organization

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21
Q

Having both the capacity and the ability to perform the functions required

A

Organizational capability

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22
Q

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

A

Outcome

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23
Q

A tangible or intangible deliverable of an activity (may be expressed in non-monetary terms)

A

Output

24
Q

A set of organizational resources designed for performing work or accomplishing an objective

A

Practice

25
Q

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

A

Problem

26
Q

A set of interrelated or interacting activities that transforms inputs into outputs

A

Process

27
Q

A configuration of resources created by the organization that will be potentially valuable for its consumers

A

Product

28
Q

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

A

Release

29
Q

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

A

Risk

30
Q

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

A

Service

31
Q

An action performed to address a consumer’s needs

A

Service Action

32
Q

The activities performed by an organization to consume the services

A

Service Consumption

33
Q

The point of communication between the service provider and all its users

A

Service Desk

34
Q

One or more metrics that define expected or achieved service quality

A

Service Level

35
Q

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

A

Service Level Agreement (SLA)

36
Q

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

A

Service Management

37
Q

It is a description of one or more services designed to address the needs of a target consumer group

A

Service Offering

38
Q

A role performed by an organization in a service relationship to provide services to consumers

A

Service Provider

39
Q

The activities performed by an organization to provide the services

A

Service Provision

40
Q

A cooperation between a service provider and service consumer including service provision, service consumption, and service relationship management

A

Service Relationship

41
Q

The activities that the service provider and the service consumer do together to enable value co-creation to occur based upon the service offerings

A

Service Relationship Management

42
Q

A 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

A

Service Request

43
Q

A framework for delivering value to customers through the delivery and management of IT-base services

A

Service Value System (SVS)

44
Q

A person who authorizes the budget for service consumption

A

Sponsor

45
Q

A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization

A

Standard Change

46
Q

A person who uses services

A

User

47
Q

Functionality offered by a product or service to meet a particular need (what a service does) Fit for Purpose

A

Utility

48
Q

The perceived benefits, usefulness, and importance of something

A

Value

49
Q

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

A

Value Stream

50
Q

Assurance that a product or service will meet agreed requirements (how a service performs) Fit for Use

A

Warranty

51
Q

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

A

Workaround

52
Q

Value chain activity to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization

A

Plan

53
Q

Value chain activity to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service

A

Improve

54
Q

Value chain activity to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stake holders

A

Engage

55
Q

Value Chain activity to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market

A

Design and Transition

56
Q

Value Chain activity to ensure that service components are available when and where they are needed, and meet agreed specifications

A

Obtain/Build

57
Q

Value chain activity to ensure that services are delivered and supported according to agree specifications and stakeholders’ expectations

A

Deliver and Support

ITIL 4 Foundation Study (2 decks)

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