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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
Q

Everything an organization does should link back to value for itself, its customers, and stakeholders

A

Focus on Value

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26
Q

The current state should be investigated and observed to make sure it’s fully understood

A

Start Where You Are

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27
Q

Using feedback before, during and after each small task

A

Progress Iteratively with Feedback

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28
Q

Working together across boundaries promoting understanding and trust

A

Collaborate & Promote Visibility

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29
Q

No service or organization stands alone and must rely on all stakeholders to accomplish its goals

A

Think & Work Holistically

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30
Q

Using the minimum number of steps and resources to provide an output

A

Keep it Simple & Practical

31
Q

Using all resources to their best efficiency and automating repetitive tasks

A

Optimize & Automate

32
Q

Practice

A

A set of organizational resources designed for performing work or accomplishing an objective

33
Q

Continual Improvement

A

To align the organizations practices and services with changing business needs through ongoing identification and improvement of services

34
Q

Information Security Management

A

To protect the information needed by an organization to conduct its business

35
Q

Relationship Management

A

To establish and nurture the links between an organization and its stakeholders

36
Q

Supplier Management

A

Ensuring the organization’s suppliers and their performance support the provision of quality services

37
Q

Service Level Management Purpose

A

To set clear targets for service performance

38
Q

Balanced Bundle

A

A set of useful metrics for service consumers

39
Q

Service Level Agreement

A

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service

40
Q

Service Desk Purpose

A

To capture demand for incident resolution and service requests

41
Q

SPOC

A

Single Point of Contact

42
Q

Incident

A

An unplanned interruption or reduction of quality of a service

43
Q

Incident Management Purpose

A

To minimize the negative impact of incidents by restoring normal service functioning as quickly as possible

44
Q

Swarming

A

Throwing many different stakeholders at a problem until it becomes clear which one of them is best suited to continue

45
Q

Classification (Incident Management)

A

The specific type of incident (i.e. Email, Printer, Laptop, etc….)

46
Q

Service Request

A

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
Q

Self-Service

A

The fully automated provision of a service to a consumer (i.e. SSPR)

48
Q

Service Request Management Purpose

A

To support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner

49
Q

Monitoring and Event Management Purpose

A

To systematically observe services and service components and record/report service events

50
Q

Event

A

Any change of state of a service

51
Q

Problem Management Purpose

A

To reduce likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors

52
Q

Problem

A

The root cause of an incident or series of incidents

53
Q

ICE

A

I: Problem Identification
C: Problem Control
E: Error Control

54
Q

Change Enablement

A

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
Q

Change

A

The addition, modification, or removal of anything that could have a direct or indirect effect on services

56
Q

CICD

A

Continuous Integration, Continuous Deployment

57
Q

Normal Change

A

A change that needs to be scheduled, assessed, and authorized following a standard process.

58
Q

Standard Change

A

Low-risk, pre-authorized changes that do not require approval (i.e. SSPR)

59
Q

Emergency Change

A

A change that needs to be implemented as soon as possible

60
Q

IT Asset Management Purpose

A

To plan and manage the full lifecycle of all IT assets

61
Q

IT Asset

A

Any valuable component that can contribute to the delivery of an IT service

62
Q

Service Configuration Management Purpose

A

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
Q

CI

A

Configuration Item: Any component that needs to be configured in order to deliver an IT service

64
Q

CMS

A

Configuration Management System: A set of tools or data that is used to support service configuration management

65
Q

CMDB

A

Configuration Management Database: Where CIs are published

66
Q

Release Management Purpose

A

To make new and changed services and features available for use

67
Q

Release

A

A version of a service or other CI that is made available for use

68
Q

Deployment Management Purpose

A

To move new or changed hardware, software, documentation, processes, or any other component to live (production) environments

69
Q

Phased Development

A

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
Q

Continuous Delivery

A

Deploying changes when they are needed, providing frequent opportunities for feedback

71
Q

Big Bang Deployment

A

Deployment to the entire organization at once

72
Q

Pull Deployement

A

Services made available in a controlled repository, where users can download various applications, updates, or patches

73
Q
A

ITIL 4 (1 decks)

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