ITIL 4 Foundation Glossary Flashcards
A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
Acceptance criteria
Service Validation concerns address:
utility
warranty
Note:
-Must be based on customer requirements.
-The acceptance criteria are then measured via testing, based on the organization’s test strategy.
An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban.
Agile
The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.
Architecture management practice
Business architecture:** allows the organisation’s capabilities to be compared with its strategy to identify gaps.
**Service architecture: provides a view of all services and interactions between services. *
Information systems architecture: provides a view of the logical and physical data and information assets of the organisation, including how they are managed and shared.
Technology architecture**: defines the software and hardware infrastructure of the organisation. **Environmental architecture: describes external factors affecting the organisation, and environmental controls. This could include a PESTEL analysis.
A database or list of assets capturing key attributes such as ownership and financial value.
Asset register
Scope:
The scope of asset management will usually include: •Software •Hardware •Networking •Cloud services •Client devices
The ability of an IT service or other configuration item to perform its agreed function when required.
Availability
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
Availability management practice
Service level management and relationship management can help availability management to talk to the customer and get precise definitions for ‘service up’ and ‘service down’.
A report or metric that serves as a starting point against which progress or change can be assessed.
Baseline
A way of working that has been proven to be successful by multiple organizations.
Best practice
The practice of analysing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders.
Business analysis practice
Business analysis takes a holistic view, considering: *Process *Organisation change *Technology *Policies *Information *Strategic planning
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
Business case
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
Business Impact Analysis (BIA)
Service continuity management “The purpose of the service continuity management practice is to ensure that the availability and performance of a service are maintained at sufficient levels in the case of a disaster.
A role responsible for maintaining good relationships with one or more customers
Business Relationship Manager (BRM)
An interaction (e.g. a telephone call) with the service desk, which could result in an incident or a service request being logged.
Call
An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.
Call/contact centre
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
Capability
The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
Capacity and performance management practice
The activity of creating a plan that manages resources to meet demand for services
Capacity planning
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
A person or group responsible for authorizing a change.
Change authority
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.
Change control practice
A repeatable approach to the management of a particular type of change
Change model
A calendar that shows planned and historical changes
Change schedule
The activity that assigns a price for services.
Charging
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
Cloud computing



