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
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
Service
A configuration of an organization’s resources designed to offer value for a consumer
Product
A set of organizational resources designed for performing work or accomplishing an objective
Product
Perceived benefits, usefulness, and importance of something
Value
Amount of money spent on a specific activity or resource
Cost
Possible events that could cause harm or loss, or make it more difficult to achieve objectives
Risk
A result for a stakeholder enabled by one or more outputs
Outcome
A tangible or intangible deliverable of an activity
Output
Functionality; what the service does; fit for purpose; support performance or remove constraints
Utility
Assurance that a product or service will meet agreed requirements; How the service performs; fit for use
Warranty
Authorizes the budget for service consumption
Sponsor
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
A person who uses services
User
Set of specialized organizational capabilities for enabling value to customers in the form of services
Service management
A description of one or more services, designed to address the needs of a target consumer group. May include goods, access to resources and service actions
Service offering
Activities performed by an organization to provide services. Includes management of resources, service performance management and continual improvement
Service provision
Activities performed by an organization to consume services. Includes management of the consumer’s resources needed to use the service
Service consumption
A cooperation between a service provider and service consumer
Service relationship
Joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings
Service relationship management
When a service provider’s services create new customer resources that a service consumer can then take to offer services downstream as a service provider to their customers
Service relationship model
Person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
Any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
Any change of state that has significance for the management of a configuration item (CI) or IT service
Event
Any component that needs to be managed in order to deliver an IT service
Configuration Item
Used to track and manage improvement ideas from identification through the final action. Multiple CIRs can be maintained on individual, team, departmental, business unit and organizational levels
Continual improvement register (CIR)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
An unplanned interruption to a service or reduction in the quality of a service
Incident
A cause or potential cause, of one or more incidents
Problem
A problem that has been analyzed and has not been resolved
Known error
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
Work Around
