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ITIL 4 > ITIL 4 Fundamentals > Flashcards

ITIL 4 Fundamentals Flashcards

1
Q

Service

A

Outcomes that the customers want to achieve.

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2
Q

Product

A

A configuration of resources, created by the organization, that will potentially be valuable for their customers.

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3
Q

Service Provider

A

Organizations that deliver services

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4
Q

Service Consumer

A

Organizations that use services

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5
Q

Customer

A

A person who defines requirements for services and takes responsibility for outcomes of service consumption

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6
Q

User

A

A person who uses a service

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7
Q

Sponsor

A

A person who authorizes the budget for service consumption

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8
Q

Service Relationship

A

A cooperation between a service provider and service consumer

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9
Q

Service Consumption

A

Activities performed by an organization to consume services

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10
Q

Service Action

A

Activities performed by an organization to provide services

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11
Q

Organization

A

A person or group that has its own functions, responsibilities, and relationships to achieve its objectives. Its purpose is to provide value for stakeholders

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12
Q

Output

A

A tangible or intangible deliverable

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13
Q

Outcome

A

The result for a stakeholder enabled by one or more outputs

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14
Q

Value

A

Perceived benefits, usefulness, and importance of something

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15
Q

Cost

A

The amount of money spent on a specific activity or resource

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16
Q

Risks

A

A possible event that could cause harm or loss or make it more difficult to achieve objectives

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17
Q

The amount of time spent on a project is an example of what? (Value, Cost, or Risk)

A

Cost

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18
Q

Valuable service relationship

A

More positive effects than negative ones

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19
Q

Utility

A

The functionality offered by a service to meet a particular need. Utility can be summarized as “what a service does”

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20
Q

Warranty

A

Assurance that a service will meet agreed requirements. Warranty can be summarized as “how a service performs”

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21
Q

List the 3 types of service offerings and give examples

A

Goods such as a laptop from asset management
Access such as permissions to enter a folder
Service Actions such as a password reset

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22
Q

Service Catalog

A

A list of all the services provided by a provider

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23
Q

Line of Service

A

Services grouped together in a logical way (i.e. Phone Services)

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24
Q

Value Stream

A

A process that takes one or more inputs and turns them into defined outputs

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25
Everything an organization does should link back to value for itself, its customers, and stakeholders
Focus on Value
26
The current state should be investigated and observed to make sure it's fully understood
Start Where You Are
27
Using feedback before, during and after each small task
Progress Iteratively with Feedback
28
Working together across boundaries promoting understanding and trust
Collaborate & Promote Visibility
29
No service or organization stands alone and must rely on all stakeholders to accomplish its goals
Think & Work Holistically
30
Using the minimum number of steps and resources to provide an output
Keep it Simple & Practical
31
Using all resources to their best efficiency and automating repetitive tasks
Optimize & Automate
32
Practice
A set of organizational resources designed for performing work or accomplishing an objective
33
Continual Improvement
To align the organizations practices and services with changing business needs through ongoing identification and improvement of services
34
Information Security Management
To protect the information needed by an organization to conduct its business
35
Relationship Management
To establish and nurture the links between an organization and its stakeholders
36
Supplier Management
Ensuring the organization's suppliers and their performance support the provision of quality services
37
Service Level Management Purpose
To set clear targets for service performance
38
Balanced Bundle
A set of useful metrics for service consumers
39
Service Level Agreement
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
40
Service Desk Purpose
To capture demand for incident resolution and service requests
41
SPOC
Single Point of Contact
42
Incident
An unplanned interruption or reduction of quality of a service
43
Incident Management Purpose
To minimize the negative impact of incidents by restoring normal service functioning as quickly as possible
44
Swarming
Throwing many different stakeholders at a problem until it becomes clear which one of them is best suited to continue
45
Classification (Incident Management)
The specific type of incident (i.e. Email, Printer, Laptop, etc....)
46
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
47
Self-Service
The fully automated provision of a service to a consumer (i.e. SSPR)
48
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
49
Monitoring and Event Management Purpose
To systematically observe services and service components and record/report service events
50
Event
Any change of state of a service
51
Problem Management Purpose
To reduce likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
52
Problem
The root cause of an incident or series of incidents
53
ICE
I: Problem Identification C: Problem Control E: Error Control
54
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
55
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services
56
CICD
Continuous Integration, Continuous Deployment
57
Normal Change
A change that needs to be scheduled, assessed, and authorized following a standard process.
58
Standard Change
Low-risk, pre-authorized changes that do not require approval (i.e. SSPR)
59
Emergency Change
A change that needs to be implemented as soon as possible
60
IT Asset Management Purpose
To plan and manage the full lifecycle of all IT assets
61
IT Asset
Any valuable component that can contribute to the delivery of an IT service
62
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
63
CI
Configuration Item: Any component that needs to be configured in order to deliver an IT service
64
CMS
Configuration Management System: A set of tools or data that is used to support service configuration management
65
CMDB
Configuration Management Database: Where CIs are published
66
Release Management Purpose
To make new and changed services and features available for use
67
Release
A version of a service or other CI that is made available for use
68
Deployment Management Purpose
To move new or changed hardware, software, documentation, processes, or any other component to live (production) environments
69
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....)
70
Continuous Delivery
Deploying changes when they are needed, providing frequent opportunities for feedback
71
Big Bang Deployment
Deployment to the entire organization at once
72
Pull Deployement
Services made available in a controlled repository, where users can download various applications, updates, or patches
73

ITIL 4 (1 decks)

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