ITIL Flashcards
Align the organization’s practices and services with changing business needs through the ongoing identification and
improvement of services, service components, practices, or any element involved in the efficient and effective
management of products and services
Continual Improvement
Set clear business-based targets for service performance, so that the delivery of a service can be properly assessed,
monitored, and managed against these targets
Service Level Management
Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing
changes to proceed, and managing the change schedule
Change Enablement
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Incident Management
Support the agreed-upon quality of a service by handling all predefined, user-initiated service requests in an effective
and user-friendly manner
Service Request Management
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
Service Desk
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing
workarounds and known errors. . Phases include Problem Identification, Problem control, & Error Control.
Problem Management
Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels including
the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders
Relationship Management
Protect the information needed by the organization to conduct its business. This includes understanding and managing
risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security
Information Security Management
Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless
provision of quality products and services
Supplier Management
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
Service Configuration Management
Plan and manage the full lifecycle of all IT assets, to help the organization maximize value; control cost; manage risk;
support decision-making about purchase, reuse and retirement of assets; meet regulatory and contractual requirements
It Asset Management
Systematically observe services and service components, and record and report selected changes of state identified as
events
Monitoring & Event Management
Move new or changed hardware, software, documentation, processes, or any other component to live environments
Deployment Management
Make new and changed services and features available for use
Release Management
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form
of products and services.
4 Dimensions
A model representing how all the components and activities of an organization work together to facilitate value creation.
Service Value System
An operating model for service providers that covers all the key activities required to effectively manage products and services.
Service Value Chain
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, types of work, or
management structure
Guiding Principles
