ITIL Basic Flashcards
Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services.
service
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risks.
utility
The functionality offered by a product or service from customer’s perspective. (what the customer gets)
warranty
A promise or guarantee that a product or service will meet its agreed requirements. (how is delivered)
parts of warranty are…
Availability, Capacity, Continuity, Security
parts of utility are…
Performance supported, Constrains removed
“Fit for purpose” is…
Utility
“Fir for use” is…
Warranty
resource
A generic term that includes anything that might help deliver an IT service (IT infrastructure, people, money etc.). Resource are considered to be assets of an organization.
capability
The ability to carry out an activity. An intagible assets of an organization.
process
A structured set of activities designed to accomplish a specific objective. It takes one ore more defined inputs and turns them into defined outputs.
procedure
A document containing steps that specify how to achieve an activity. Procedures are defined as part of processes.
work instruction
A document containing detailed instructions that specify exactly what steps to follow to carry out an activity.
process characteristics:
measurable,
specific results,
customers,
respond to a specific event
function
An organizational unit specialized to perform certain types of work and is responsible for specific outcomes. It self-contained with capabilities and resources necessary for its performance and outcomes.
