ITIL 4 Glossary Flashcards
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 time-boxing.
Agile
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
The amount of money spent on a specific activity or resource (Does not have to be monetary)
Cost
A necessary precondition for the achievement of intended results
Critical Success Factor (CSF)
The role that defines the requirements of a service and takes responsibility for the outcomes of service consumption
Customer
The sum of functional and emotional interactions with a service and service provider as perceived by a customer
Customer Experience (CX)
The person or group who authorizes a change
Change Authority
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
Input to the service value system based on opportunities and needs from internal and external stakeholders
Demand
A structured database or document that is used to track and manage improvement opportunities
Continual Improvement Register (CIR)
An organizational culture that aims to improve the flow of value to customers
DevOps
The practice of aligning an organizations practices and services with changing business needs and through the ongoing identification and improvement of all elements involved in effective management of Products or services
Continual Improvement Practice
Any change of state that has significance for the management of a service or other CI
Event
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system
Feedback loop
A method for visualizing work, identifying potential blockages and resource conflicts and managing work in progress
Kanban
The perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services
Four dimensions of service management
A problem that has been analyzed but has not been resolved
Know error
An important metric used to evaluate the success in meeting an objective
Key Performance Indicator (KPI)
The means by which an organization is directed and controlled
Governance
An approach that focuses on improving workflows by maximizing value through the elimination of waste
Lean
The measure of the system as a whole and not the sum of its parts
Holistic
A measurement or calculation that is monitored or reported for management and improvement
Metric
This dimension includes information and knowledge used to deliver services used to manage all aspects of the SVS
Information and technology
The overall purpose and intentions of an organization
Mission
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
Minimum viable product
Any financially valuable component that can contribute to the delivery of an it product
It asset
Options or possibilities to add value for the stakeholders or otherwise improve the organization
Opportunity
Best practice guidance for IT service management
ITIL
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
Recommendations that can lead an organization in all circumstances, regardless of changes in its goal, straggles, types of work, or management structure,
ITIL guiding principles
This dimension ensures that the way an organization is structured and managed, as well as its roles, responsibilities and systems of authority and communication, is well defined and supports its overall strategy and operating model
Organizations and people
An operating model for service providers that covers all the key activities required to effectively manage products and services
ITIL service value chain
A result for a stakeholder enabled by one or more outputs
Outcome
A tangible or intangible deliverable of an activity
Output
A possible event that could cause harm or loss, or make it difficult to achieve objectives
Risk
This dimension encompasses the relationships an organization has with other organizations that are involved in the design,development, deployment, delivery, support, and/or continual improvement of services
Partners and suppliers
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Service
A relationship between two organizations that involve working closely together to achieve common goals and objectives
Partnership
Structured information about all the services and service offerings for a service provider
Service catalog
A measure of what is achieved or delivered by a system, person, team, practice, or service.
Performance
Sets of organizational resources designed for performing work and accomplishing an objective
Practice
A cause, or potential cause, of one or more incidents
Problem
Activities performed by an organization to consume services.
Service consumption
The point of communication between the service provider and all of its users
Service desk
A set of interrelated and interacting activities that transform inputs into outputs; defines the sequence of actions and their dependencies
Process
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service management
A configuration of an organization’s resources designed to offer value for a consumer
Product
A formal description of one or more services, designed to address the needs of a target consumer group. This includes goods, access to resources and service actions
Service offering
A version of a service or other configuration item, or a collection of configuration items, that is made available for use
Release
A role performed by an organization in a service relationship to provide services to consumers
Service provider
Personnel, material, finance and other entity required for the execution of an activity or the achievement of an objective. This can be owned by the organization or used with permission from the other owner
Resource
What are the 7 guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
What are the four dimensions of service management?
- Organizations and People
- Information and technology
- Partners and suppliers
- Value streams and processes
What are the service value chain activities
PIEDOD Plan Improve Engage Design and transition obtain and build Deliver and support
The practice of protecting an organization by understanding and managing risks to the confidentially,integrity and availability of information
Information Security Management
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Relationship management practice
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the providing of seamless quality products and services
Supplier management Practice
Name 3 general management practices
Continual improvement practice
Information security management practice
Supplier management practice
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 IT changes
Change enablement practice
The practice of minimizing the negative impact of incidents by restoring normal service operations as quickly as possible
Incident management practice
The practice of planning and managing the full life cycle of all it assets
IT Asset Management Practice
The practice of systemically observing services and service components and recording and reporting selected changes of state identified as events
Monitoring and event management practice
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem Management Practice
The practice of making new and changes services and features available for use
Release management practice
The practice of ensuring that accurate and reliable information of the configuration of services, and the configuration items that support them, is available when and where needed
Service configuration management
The practice of capturing demand for incident resolution and service requests
Service Desk Practice
The practice of setting clear business-bases targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Service level management practice
The practice of supporting the agreed quality of a service by handling all predefined, user initiated service requests In an effective and user friendly manner
Service request management practice
The practice of moving a new or changed hardware,software,documentation,process, or any other service components to live environments
Deployment management practices
