ITIL Core Flashcards
This deck is the core terms in the itil exam
Utility
The functionality offered by a product or service to meet a particular need.
Product
A configuration of an organization’s resources, designed to offer value for a consumer.
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Customer
A person or organization that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
User
A person who uses the service on a day-to-day basis.
Sponsor
A person or group who provides resources and support for a project, program, or portfolio and is accountable for enabling success.
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Goods
Tangible commodities that are used to deliver an outcome.
Access
The act of obtaining, using, or benefiting from a service.
Actions
Activities performed by an organization to enable value creation.
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Offering
A formal description of one or more services, designed to address the needs of a target consumer group.
Service Provision
Activities performed by an organization to make services available to consumers.
Service Consumption
Activities performed by an organization to consume services.
Service
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.
Value
The perceived benefits, usefulness, and importance of something.
Outcome
A result for a stakeholder enabled by one or more outputs.
Output
A tangible or intangible deliverable of an activity.
Cost
The amount of money spent on a specific activity or resource.
Risk
A possible event that could cause harm or loss, or affect the ability to achieve objectives.
Warranty
Assurance that a product or service will meet agreed requirements.
Service Value System
A model representing how all the components and activities of an organization work together to facilitate value creation.
Service Value Chain
An operating model which outlines the key activities required to respond to demand and facilitate value realization.
PIEDOD
Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - activities in the Service Value Chain.
Four Dimensions
Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes - the four perspectives that are critical to a complete understanding of service management.
Organizations and People
The culture, structure, and capacity of an organization and its workforce.
Information and Technology
Information and knowledge necessary for the management of services, and the technologies required.
Partners and Suppliers
The organization’s relationships with other organizations that are involved in the design, development, delivery, support, and continual improvement of services.
Value Streams and Processes
A series of steps an organization undertakes to create and deliver products and services to a consumer.
Value Stream
A series of activities that an organization undertakes to create and deliver products and services.
Guiding Principles
Recommendations that guide an organization in all circumstances.
Practice
A set of organizational resources designed for performing work or accomplishing an objective.
Change Enablement
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 service and product changes.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Deployment Management
The practice of moving new or changed hardware, software, documentation, processes, or any other component to live environments.
Incident Management
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Information Security Management
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
IT Asset Management
The practice of planning and managing the full lifecycle of all IT assets.
Monitoring and Event Management
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Event
Any change of state that has significance for the management of a service or other configuration item.
Problem Management
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
A cause, or potential cause, of one or more incidents.
Known Error
A problem that has been analyzed but has not been resolved.
Continual Improvement
The ongoing activities to improve services, practices, or any element of the SVS.
Continual Improvement Model
A structured approach to identify improvement opportunities, create and implement improvement plans, and measure and evaluate the results.
IT Asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
Relationship Management
The practice of establishing and nurturing links between an organization and its stakeholders.
Release Management
The practice of making new and changed services and features available for use.
Service Configuration Management
The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.
Service Level Management
The practice of setting clear business-based targets for service performance, and ensuring that delivery of services is properly assessed, monitored, and managed against these targets.
Service Request Management
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Supplier Management
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the seamless provision of quality products and services.
Service Level Agreement
A documented agreement between a service provider and a customer that identifies services required and the expected level of service.
Service Desk
A point of communication that provides a single point of contact between a service provider and its users.
