ITIL 4 Fundamentals Flashcards
Service
Outcomes that the customers want to achieve.
Product
A configuration of resources, created by the organization, that will potentially be valuable for their customers.
Service Provider
Organizations that deliver services
Service Consumer
Organizations that use services
Customer
A person who defines requirements for services and takes responsibility for outcomes of service consumption
User
A person who uses a service
Sponsor
A person who authorizes the budget for service consumption
Service Relationship
A cooperation between a service provider and service consumer
Service Consumption
Activities performed by an organization to consume services
Service Action
Activities performed by an organization to provide services
Organization
A person or group that has its own functions, responsibilities, and relationships to achieve its objectives. Its purpose is to provide value for stakeholders
Output
A tangible or intangible deliverable
Outcome
The result for a stakeholder enabled by one or more outputs
Value
Perceived benefits, usefulness, and importance of something
Cost
The amount of money spent on a specific activity or resource
Risks
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The amount of time spent on a project is an example of what? (Value, Cost, or Risk)
Cost
Valuable service relationship
More positive effects than negative ones
Utility
The functionality offered by a service to meet a particular need. Utility can be summarized as “what a service does”
Warranty
Assurance that a service will meet agreed requirements. Warranty can be summarized as “how a service performs”
List the 3 types of service offerings and give examples
Goods such as a laptop from asset management
Access such as permissions to enter a folder
Service Actions such as a password reset
Service Catalog
A list of all the services provided by a provider
Line of Service
Services grouped together in a logical way (i.e. Phone Services)
Value Stream
A process that takes one or more inputs and turns them into defined outputs
Everything an organization does should link back to value for itself, its customers, and stakeholders
Focus on Value
The current state should be investigated and observed to make sure it’s fully understood
Start Where You Are
Using feedback before, during and after each small task
Progress Iteratively with Feedback
Working together across boundaries promoting understanding and trust
Collaborate & Promote Visibility
No service or organization stands alone and must rely on all stakeholders to accomplish its goals
Think & Work Holistically
Using the minimum number of steps and resources to provide an output
Keep it Simple & Practical
Using all resources to their best efficiency and automating repetitive tasks
Optimize & Automate
Practice
A set of organizational resources designed for performing work or accomplishing an objective
Continual Improvement
To align the organizations practices and services with changing business needs through ongoing identification and improvement of services
Information Security Management
To protect the information needed by an organization to conduct its business
Relationship Management
To establish and nurture the links between an organization and its stakeholders
Supplier Management
Ensuring the organization’s suppliers and their performance support the provision of quality services
Service Level Management Purpose
To set clear targets for service performance
Balanced Bundle
A set of useful metrics for service consumers
Service Level Agreement
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
Service Desk Purpose
To capture demand for incident resolution and service requests
SPOC
Single Point of Contact
Incident
An unplanned interruption or reduction of quality of a service
Incident Management Purpose
To minimize the negative impact of incidents by restoring normal service functioning as quickly as possible
Swarming
Throwing many different stakeholders at a problem until it becomes clear which one of them is best suited to continue
Classification (Incident Management)
The specific type of incident (i.e. Email, Printer, Laptop, etc….)
Service Request
A request from a user (or their representative) that initiates a service action which has been agreed as a normal part of service delivery
Self-Service
The fully automated provision of a service to a consumer (i.e. SSPR)
Service Request Management Purpose
To support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner
Monitoring and Event Management Purpose
To systematically observe services and service components and record/report service events
Event
Any change of state of a service
Problem Management Purpose
To reduce likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
Problem
The root cause of an incident or series of incidents
ICE
I: Problem Identification
C: Problem Control
E: Error Control
Change Enablement
To maximize the number of service and product changes by ensuring that risks have been properly assessed, authorizing changed to proceed, and managing the change schedule
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services
CICD
Continuous Integration, Continuous Deployment
Normal Change
A change that needs to be scheduled, assessed, and authorized following a standard process.
Standard Change
Low-risk, pre-authorized changes that do not require approval (i.e. SSPR)
Emergency Change
A change that needs to be implemented as soon as possible
IT Asset Management Purpose
To plan and manage the full lifecycle of all IT assets
IT Asset
Any valuable component that can contribute to the delivery of an IT service
Service Configuration Management Purpose
To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when it is needed
CI
Configuration Item: Any component that needs to be configured in order to deliver an IT service
CMS
Configuration Management System: A set of tools or data that is used to support service configuration management
CMDB
Configuration Management Database: Where CIs are published
Release Management Purpose
To make new and changed services and features available for use
Release
A version of a service or other CI that is made available for use
Deployment Management Purpose
To move new or changed hardware, software, documentation, processes, or any other component to live (production) environments
Phased Development
Deploying a change to smaller parts of the production environment incrementally, typically by department (i.e. to Accounting, then to Compliance, then to etc….)
Continuous Delivery
Deploying changes when they are needed, providing frequent opportunities for feedback
Big Bang Deployment
Deployment to the entire organization at once
Pull Deployement
Services made available in a controlled repository, where users can download various applications, updates, or patches
