ITIL 4 Foundation Flashcards
What is a ITIL?
A set of best practices and guidance in ITSM
What is the means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks?
The Service Definition
What is Utility definition?
The FUNCTIONALITY offered by a product or service to meet a particular need
“What the service does” and “fit for purpose” are associated with what definition?
Utility definition
What is Warranty definition?
Assurance that a product or service will meet agreed requirements
“How the service performs” and “Fit for use” are associate with what definition?
Warranty definition
What is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
An Organization
What role defines the requirements for a service and takes responsibility for the outcomes of the service consumption?
Customer
The role that uses services
User
The role that authorizes budget for service consumption
Sponsor
What is Service Management?
A set of specialized organizational capabilities for enabling value for customers in the form of services
What are some examples of organizational capabilities?
Management, Organization, Process, Knowledge, Peoples’ skills and knowledge
What are some examples of organizational resources?
Financial Capital, Infrastructure, Applications, Information, and People
What is Value in ITIL?
The perceived benefits, usefulness and importance of something
A tangible or intangible deliverable of an activity is called?
An Output
Making the burger, computer, or house
A result for a stakeholder enabled by one or more outputs is what?
Outcome
Customer gets to eat the burger, create apps on the computer, or start a family in a dream home
What are the 3 elements that makes up Service Offering?
Goods, Access to Resources, & Service Actions
A description of one or more services, designed to address the needs of a target consumer group.
Service Offering
‘Ownership is transferred to the consumer’ is a description of what Service Offering component?
Goods
‘Ownership is not transferred to the consumer’ is a description of what Service Offering component?
Access to Resources
Access to the mobile network & network storage are examples of what component of Serving Offering ?
Access to Resources
What component of Service Offering is performed by the Service provider to address a consumer’s needs
Service Actions
User Support, & Replacement of a piece of equipment are examples of what Service Offering component?
Service Actions
What is a cooperation between a service provider and service consumer?
A Service Relationship
Activities performed by an organization to provide services are called what?
Service Provision
Service Provision includes:
Access to resources, Fulfillment of the agreed service actions, SLM (Service Level Management), Continual Improvement, and Management of Resources
What includes service actions performed by users, and management of the consumer’s resources needed to use the service?
Service Consumption
Activities performed in order to consume is called?
Service Consumption
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings is called what?
Service Relationship Management
