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Itil > ITIL Core > Flashcards

ITIL Core Flashcards

This deck is the core terms in the itil exam

1
Q

Utility

A

The functionality offered by a product or service to meet a particular need.

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2
Q

Product

A

A configuration of an organization’s resources, designed to offer value for a consumer.

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3
Q

Organization

A

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

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4
Q

Customer

A

A person or organization that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

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5
Q

User

A

A person who uses the service on a day-to-day basis.

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6
Q

Sponsor

A

A person or group who provides resources and support for a project, program, or portfolio and is accountable for enabling success.

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7
Q

Service Management

A

A set of specialized organizational capabilities for enabling value to customers in the form of services.

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8
Q

Goods

A

Tangible commodities that are used to deliver an outcome.

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9
Q

Access

A

The act of obtaining, using, or benefiting from a service.

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10
Q

Actions

A

Activities performed by an organization to enable value creation.

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11
Q

Service Relationship Management

A

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

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12
Q

Service Offering

A

A formal description of one or more services, designed to address the needs of a target consumer group.

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13
Q

Service Provision

A

Activities performed by an organization to make services available to consumers.

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14
Q

Service Consumption

A

Activities performed by an organization to consume services.

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15
Q

Service

A

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.

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16
Q

Value

A

The perceived benefits, usefulness, and importance of something.

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17
Q

Outcome

A

A result for a stakeholder enabled by one or more outputs.

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18
Q

Output

A

A tangible or intangible deliverable of an activity.

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19
Q

Cost

A

The amount of money spent on a specific activity or resource.

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20
Q

Risk

A

A possible event that could cause harm or loss, or affect the ability to achieve objectives.

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21
Q

Warranty

A

Assurance that a product or service will meet agreed requirements.

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22
Q

Service Value System

A

A model representing how all the components and activities of an organization work together to facilitate value creation.

23
Q

Service Value Chain

A

An operating model which outlines the key activities required to respond to demand and facilitate value realization.

24
Q

PIEDOD

A

Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - activities in the Service Value Chain.

25
Q

Four Dimensions

A

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.

26
Q

Organizations and People

A

The culture, structure, and capacity of an organization and its workforce.

27
Q

Information and Technology

A

Information and knowledge necessary for the management of services, and the technologies required.

28
Q

Partners and Suppliers

A

The organization’s relationships with other organizations that are involved in the design, development, delivery, support, and continual improvement of services.

29
Q

Value Streams and Processes

A

A series of steps an organization undertakes to create and deliver products and services to a consumer.

30
Q

Value Stream

A

A series of activities that an organization undertakes to create and deliver products and services.

31
Q

Guiding Principles

A

Recommendations that guide an organization in all circumstances.

32
Q

Practice

A

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

33
Q

Change Enablement

A

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.

34
Q

Change

A

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

35
Q

Deployment Management

A

The practice of moving new or changed hardware, software, documentation, processes, or any other component to live environments.

36
Q

Incident Management

A

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

37
Q

Information Security Management

A

The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

38
Q

IT Asset Management

A

The practice of planning and managing the full lifecycle of all IT assets.

39
Q

Monitoring and Event Management

A

The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.

40
Q

Event

A

Any change of state that has significance for the management of a service or other configuration item.

41
Q

Problem Management

A

The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

42
Q

Problem

A

A cause, or potential cause, of one or more incidents.

43
Q

Known Error

A

A problem that has been analyzed but has not been resolved.

44
Q

Continual Improvement

A

The ongoing activities to improve services, practices, or any element of the SVS.

45
Q

Continual Improvement Model

A

A structured approach to identify improvement opportunities, create and implement improvement plans, and measure and evaluate the results.

46
Q

IT Asset

A

Any financially valuable component that can contribute to the delivery of an IT product or service.

47
Q

Relationship Management

A

The practice of establishing and nurturing links between an organization and its stakeholders.

48
Q

Release Management

A

The practice of making new and changed services and features available for use.

49
Q

Service Configuration Management

A

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.

50
Q

Service Level Management

A

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.

51
Q

Service Request Management

A

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.

52
Q

Supplier Management

A

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.

53
Q

Service Level Agreement

A

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

54
Q

Service Desk

A

A point of communication that provides a single point of contact between a service provider and its users.

Itil (1 decks)

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