ItIl Flashcards
Product
Configuration of resources created by the org that is potentially valuable to customers
organization
a person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
customer
defines the requirements for service and takes responsibility for the outcomes of service consumption
user
uses services
sponsor
authorizes the budget for service consumption. provides financial or other support for initiative.
service management
set of specialized organizational capabilities for enabling value for customers in the form of services.
service
means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks
value
perceived benefits, usefullness, and importance of something
outcome
result for a stakeholder enabled by one or more outputs
output
tangible of intangible deliverable or an activity.
cost
amount of money spent on an activity or resource
risk
possible event that could cause harm or loss, or make it more difficult to achieve objective
service relationship management
joint activities performed by service provider and consumer to ensure continual value
service offering
formal description of one or more services, designed to address the needs of a target consumer group. may include goods, resources, and service actions
service provision
activities performed by an organization to provide services, continual improvement.
Service consumption
activities by an organization to consume services.
goods
ownership transferred to consumer
access
ownership not transferred to consumer
actions
performed by provider to address consumer need
service value system
model representing how all the components of an organization work together for value creation
service value chain
innermost section of service value system, 6 parts
parts of service value chain
Plan, Improve, engage, design & transition, obtain/build, deliver & support
the four dimensions
orgs and people, information and tech, partners and suppliers, value streams and processes
value stream
series of steps an org undertakes to create and deliver products and services to consumers
change enablement
ensure that risks are properly assessed, authorize changes to proceed and managing a change schedule to maximize successful changes
deployment management
practice of moving new or changed hardware, software, documentation, etc to live environments
incident management
minimize the negative impacts of incidents by restoring operation as quickly as possible
info sec management
protect and org by understanding and managing risks to the cia triad
IT asset management
plan and mange full lifecycle of all info tech assets
monitoring and event management
practice of observing and recording events
event
change of state that has significance
problem management
reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, manage workarounds, and known errors
problem
cause of incident
incident
unplanned interruption to service or reduction of quality
known error
problem that was analyzed but not solved
relationship management
practice of establishing and nurturing links between an org and its stakeholders
release management
practice of making services available for use
service configuration management
practice of ensuring that accurate and reliable information about the configuration of services and config items that support them, is available when needed
service request management
supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
supplier management
ensure that an orgs suppliers and their performance levels are managed appropriately to support the provision of quality products and services
service level agreement
documented agreement between provider and customer that identifies services required and the expected level of service.
configuration item
any component that needs to be managed in order to deliver and it service
service desk
capture demand for incident resolution and service requests, entry point/ single point of contact between provider and users
outcome
result enabled by one or more outputs
output
deliverable of an activity
