ITIL Flashcards
Customer
Defines requirements for services
Organizations
A group of people that has its own functions, responsibilities, and authorities to achieve specific objectives.
Outcome
A result for a stakeholder enabled by one or more outputs
Output
A tangible or intangible deliverable of an activity.
Product
A configuration of resources, created by the organization that will be potentially valuable to customers.
Risk
Uncertainty of outcome. Can be good (opportunity) or bad (hazard).
Service
The 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 management
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Service offering
A specific mix of services and products sold to a specific customer.
Service relationship
A co-operation between a service provider and a service consumer.
Sponsor
Authorizes budgets for services
Supplier
External partner who provides services to the organization
User
A person who uses the service
Utility
Fit for purpose (functioning correctly). Service does what it’s meant to do. FUNCTIONALITY
Value
The perceived benefits, usefulness and importance of something.
Warranty
Fit for use. Service does this good enough – Availability, Capacity, Continuity, Security good enough? ASSURANCE
Change enablement
To maximize the number of successful changes through proper risk assessment and minimize the negative impact of failed changes.
Incident management
To minimize negative impact of incidents by restoring normal (lining back up with SLA’s) operation ASAP.
Problem management
To reduce likelihood of recurring incidents by identifying root causes and eliminating those.
Service desk
Capture demand for incidents and service requests. Service desk is a single point of contact between service provider and issues.
Service level management
To set clear business-based targets for service performance, so that the delivery of a service can be measured properly.
Service request management
To support the agreed quality of services by handling all pre-defined, user-initiated service requests.
