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ITIL Foundation v4 > ITIL Definitions > Flashcards

ITIL Definitions Flashcards

1
Q

A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders

A

Acceptance criteria

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2
Q

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 timeboxing. Some examples include Scrum, Lean, and Kanban

A

Agile

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3
Q

The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another

A

Architecture management practice

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4
Q

A database or list of assets, capturing key attributes such as ownership and financial value

A

Asset register

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5
Q

The ability of an IT service or other configuration item to perform its agreed function when required

A

Availability

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6
Q

The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users

A

Availability management practice

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7
Q

A report or metric that serves as a starting point against which progress or change can be assessed

A

Baseline

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8
Q

A way of working that have been proven to be successful by multiple organizations

A

Best practice

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9
Q

The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights

A

Big data

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10
Q

The practice of analyzing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders

A

Business analysis practice

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11
Q

A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks and issues

A

Business case

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12
Q

A key activity in the service continuity management practice that identifies vital business functions and their dependencies

A

Business impact analysis (BIA)

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13
Q

A role responsible for maintaining good relationships with one or more customers

A

Business relationship manager (BRM)

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14
Q

An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions

A

Call center

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15
Q

The ability of an organization, person, process, application, configuration item or IT service to carry out an activity

A

Capability

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16
Q

The practice of ensuring that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way

A

Capability and performance management practice

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17
Q

The activity of creating a plan that manages resources to meet demand for services

A

Capacity planning

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18
Q

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

A

Change

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19
Q

A person or group responsible for authorizing a change

A

Change authority

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20
Q

The practice of ensuring risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes

A

Change control practice

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21
Q

A repeatable approach to the management of a particular type of change

A

Change model

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22
Q

A calendar that shows planned and historical changes

A

Change schedule

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23
Q

The activity that assigns a price for services

A

Charging

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24
Q

A device or solution that is used directly by a user

A

Client

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25
Q

The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed

A

Compliance

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26
Q

A security objective that ensures information is not made available or disclosed to unauthorized entities

A

Confidentiality

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27
Q

An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs

A

Configuration

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28
Q

A database used to store configuration records throughout their lifecycle. Also maintains the relationships between configuration records

A

Configuration management database (CMDB)

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29
Q

A set of tools, data and information that is used to support service configuration management

A

Configuration management system (CMS)

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30
Q

A record containing the details of a configuration item (CI). Each of these records document the lifecycle of a single CI. These are stored in a configuration management database

A

Configuration record

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31
Q

The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services

A

Continual improvement practice

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32
Q

An integrated set of practices and tools used to merge developers’ code, build and test the resulting software, and package it so that it is ready for deployment

A

Continuous integration / continuous delivery (CI/CD)

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33
Q

A means of managing a risk, ensuring that a business objective is achieved, or that a process is followed

A

Control

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34
Q

The amount of money spent on a specific activity or resource

A

Cost

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35
Q

A business unit or project to which costs are assigned

A

Cost center

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36
Q

A necessary condition for the achievement of intended results

A

Critical Success Factor (CSF)

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37
Q

A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices

A

Culture

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38
Q

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

A

Customer

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39
Q

The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer

A

Customer experience (CX)

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40
Q

A real-time graphical representation of data

A

Dashboard

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41
Q

The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations

A

Deliver and support

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42
Q

Input to the service value system based on opportunities and needs from internal and external stakeholders

A

Demand

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43
Q

The movement of any service component into any environment

A

Deployment

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44
Q

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

A

Deployment management practice

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45
Q

The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market

A

Design and transition

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46
Q

A practical and human-centered approach used by product and service designers to solve complex problems, and find practical and creative solutions that meet the needs of an organization and its customers

A

Design thinking

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47
Q

An environment used to create or modify IT services or applications

A

Development environment

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48
Q

An organizational culture that aims to improve the flow of value to customers. It focuses on culture, automation, Lean, measurement, and sharing (CALMS)

A

DevOps

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49
Q

The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role

A

Digital transformation

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50
Q

A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition considering the four domains of service management

A

Disaster recovery plans

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51
Q

Something that influences strategy, objectives or requirements

A

Driver

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52
Q

A measure of whether the objectives of a practice, service or activity have been achieved

A

Effectiveness

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53
Q

A measure of whether the right amount of resources have been used by a practice, service or activity

A

Efficiency

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54
Q

The value-chain activity that provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders

A

Engage

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55
Q

A subset of the IT infrastructure that is used for a particular purpose. Can also mean the external conditions that influence or affect something

A

Environment

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56
Q

A flaw or vulnerability that may cause incidents

A

Error

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57
Q

Problem management activities used to manage known errors

A

Error control

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58
Q

The act of sharing awareness or transferring ownership of an issue or work item

A

Escalation

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59
Q

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

A

Event

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60
Q

A customer who works for an organization other than the service provider

A

External customer

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61
Q

A loss of ability to operate to specification, or to deliver the required output or outcome

A

Failure

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62
Q

A technique whereby the outputs of one part of a system are used as inputs to the same part of the system

A

Feedback loop

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63
Q

The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services

A

Four dimensions of service management

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64
Q

The means by which an organization is directed and controlled

A

Governance

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65
Q

A unique name that is used to identify and grant system access rights to a user, person or role

A

Identity

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66
Q

The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

A

Improve

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67
Q

An unplanned interruption to a service, or reduction in the quality of a service

A

Incident

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68
Q

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

A

Incident management

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69
Q

One of the four dimensions of service management. Includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system

A

Information and technology

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70
Q

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

A

Information security management practice

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71
Q

The policy that governs an organization’s approach to information security management

A

Information security policy

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72
Q

The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties

A

Infrastructure and platform management practice

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73
Q

A security objective that ensures information is only modified by authorized personnel and activities

A

Integrity

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74
Q

A customer who works for the same organization as the service provider

A

Internal customer

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75
Q

The interconnection via the internet of devices that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity

A

Internet of Things

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76
Q

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

A

IT asset

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77
Q

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

A

IT asset management practice

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78
Q

All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage and support IT services

A

IT infrastructure

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79
Q

A service based on the use of information technology

A

IT service

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80
Q

Best practice guidance for IT service management

A

ITIL

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81
Q

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

A

ITIL guiding principles

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82
Q

An operating model for service providers that covers all the key activities required to effectively manage products and services

A

ITIL service value chain

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83
Q

A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress

A

Kanban

84
Q

An important metric used to evaluate the success in meeting an objective

A

Key Performance Indicator (KPI)

85
Q

The practice of maintaining and improving the effective, efficient and convenient use of information and knowledge across an organization

A

Knowledge management practice

86
Q

A problem that has been analyzed but has not been resolved

A

Known error

87
Q

An approach that focuses on improving workflows by maximizing value through the elimination of waste

A

Lean

88
Q

The full set of stages, transitions and associated statuses in the life of a service, product, practice, or other entity

A

Lifecycle

89
Q

A controlled environment used in the delivery of IT services to service consumers

A

Live environment

90
Q

The ease with which a service or other entity can be repaired or modified

A

Maintainability

91
Q

An incident with significant business impact, requiring an immediate coordinated resolution

A

Major incident

92
Q

Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives

A

Management system

93
Q

A measure of the reliability, efficiency and effectiveness of an organization, practice, or process

A

Maturity

94
Q

A metric of how frequently a service or other configuration item fails

A

Mean time between failures (MTBF)

95
Q

A metric of how quickly a service is restored after a failure

A

Mean time to restore service (MTRS)

96
Q

The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty

A

Measurement and reporting

97
Q

A measurement or calculation that is monitored or reported for management and improvement

A

Metric

98
Q

A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done

A

Mission statement

99
Q

A representation of a system, practice, process, service, or other entity, that is used to understand and predict its behavior and relationships

A

Model

100
Q

The activity of creating, maintaining and utilizing models

A

Modelling

101
Q

Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known

A

Monitoring

102
Q

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

A

Monitoring and event management practice

103
Q

A product with just enough features to satisfy early customers, and to provide feedback for future product development

A

Minimum viable product (MVP)

104
Q

The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications

A

Obtain / Build

105
Q

The routine running and management of an activity, product, service, or other configuration item

A

Operation

106
Q

The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc

A

Operational technology

107
Q

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

A

Organization

108
Q

The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes

A

Organizational change management practice

109
Q

The ability of an organization to anticipate, prepare for, respond to and adapt to unplanned external influence

A

Organizational resilience

110
Q

The speed, effectiveness and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs and risks

A

Organizational velocity

111
Q

One of the four dimensions of service management. Ensures that the way an organization is structured and managed, as well as its roles, responsibilities and systems of authority and communication, are well-defined and support its overall strategy and operating model

A

Organizations and people

112
Q

A result for a stakeholder enabled by one or more outputs

A

Outcome

113
Q

A tangible or intangible deliverable of an activity

A

Output

114
Q

The process of having external suppliers provide products and services that were previously provided internally

A

Outsourcing

115
Q

One of the four dimensions of service management. 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

A

Partners and suppliers

116
Q

A relationship between two organizations, which involves working closely together to achieve common goals and objectives

A

Partnership

117
Q

A measure of what is achieved or delivered by a system, person, team, practice or service

A

Performance

118
Q

A test implementation of a service with a limited scope in a live environment

A

Pilot

119
Q

The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization

A

Plan

120
Q

Formally documented management expectations and intentions, used to direct decisions and activities

A

Policy

121
Q

The practice of ensuring that an organization has the right mix of programs, projects, products and services to execute its strategy within its funding and resource constraints

A

Portfolio management practice

122
Q

A review after the implementation of a change, to evaluate success and identify opportunities for improvement

A

Post implementation review (PIR)

123
Q

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

A

Practice

124
Q

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

A

Problem

125
Q

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

A

Problem management practice

126
Q

A documented way to carry out an activity or a process

A

Procedure

127
Q

A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies

A

Process

128
Q

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

A

Product

129
Q

A set of related projects and activities and an organization structure created to direct and oversee them

A

Programme

130
Q

A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case

A

Project

131
Q

The practice of ensuring that all of an organization’s projects are successfully delivered

A

Project management practice

132
Q

An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort

A

Quick win

133
Q

A document stating results achieved and providing evidence of activities performed

A

Record

134
Q

The activity of returning a configuration item to normal operation after a failure

A

Recovery

135
Q

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

A

Relationship management practice

136
Q

The point to which information used by an activity must be restored to enable the activity to operate on resumption

A

Recovery Point Objective (RPO)

137
Q

The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization

A

Recovery Time Objective (RTO)

138
Q

A version of a service or other configuration item, or a collection of configuration items, that is made available for use

A

Release

139
Q

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

A

Release management practice

140
Q

The ability of a product, service or other configuration item to perform its intended function for a specified period of time or number of cycles

A

Reliability

141
Q

A view of the service catalogue, providing details on service requests for existing and new services available for the user

A

Request catalog

142
Q

A description of a proposed change used to initiate change control

A

Request for Change (RFC)

143
Q

The action of solving an incident or problem

A

Resolution

144
Q

A person, or other entity, that is required for the execution of an activity or the achievement of an objective

A

Resource

145
Q

The act of permanently withdrawing a product, service, or other configuration item, from use

A

Retire

146
Q

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes

A

Risk

147
Q

An activity to identify, analyze and evaluate risks

A

Risk assessment

148
Q

The practice of ensuring that an organization understands and effectively handles risks

A

Risk management practice

149
Q

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

A

Service

150
Q

A view of all the services provided by an organization. Includes interactions between the services, and service models that describe the structure and dynamics of each service

A

Service architecture

151
Q

Structured information about all the services and service offerings of a service provider, relevant for a specific target audience

A

Service catalog

152
Q

The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience

A

Service catalog management practice

153
Q

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

A

Service configuration management practice

154
Q

The practice of designing products and services that are fit for purpose, fit for use and that can be delivered by the organization and its ecosystem

A

Service design practice

155
Q

The point of communication between the service provider and all of its users

A

Service desk

156
Q

The practice of capturing demand for incident resolution and service requests

A

Service desk practice

157
Q

The practice of supporting an organization’s strategies and plans for service management by ensuring the organization’s financial resources and investments are being used effectively

A

Service financial management practice

158
Q

A set of measurable parameters defining expected or achieved service quality

A

Service level

159
Q

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

A

Service Level Agreement (SLA)

160
Q

The practice of setting clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets

A

Service level management practice

161
Q

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

A

Service management

162
Q

A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions

A

Service offering

163
Q

A role that is accountable for the delivery of a specific service

A

Service owner

164
Q

A complete set of products and services that are managed throughout their lifecycle by an organization

A

Service portfolio

165
Q

A role performed by an organization in a service relationship to provide services to consumers

A

Service provider

166
Q

Activities performed by an organization to provide services. Includes management of resources configured to deliver the service, access to these resources for users, fulfillment of the agreed service actions, service performance management and continual improvement. It may also include the supply of goods

A

Service provision

167
Q

A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management

A

Service relationship

168
Q

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

A

Service relationship management

169
Q

A request from a user, or a user’s authorized representative, that initiates a service action agreed as a normal part of service delivery

A

Service request

170
Q

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

A

Service request management practice

171
Q

The practice of ensuring that new or changed products and services meet defined requirements

A

Service validation and testing practice

172
Q

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

A

Service value system

173
Q

The practice of ensuring that applications meet stakeholder needs, in terms of functionality, reliability, maintainability, compliance and auditability

A

Software development and management practice

174
Q

The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed and open or proprietary

A

Sourcing

175
Q

A documented description of the properties of a product, service, or other configuration item

A

Specification

176
Q

A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative

A

Sponsor

177
Q

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

A

Stakeholder

178
Q

A document established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines or characteristics for its subject

A

Standard

179
Q

A low-risk, pre-authorized change that is well-understood and fully-documented and which can be implemented without needing additional authorization

A

Standard Change

180
Q

A description of the specific states an entity can have at a given time

A

Status

181
Q

The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for carrying out those goals

A

Strategy management practice

182
Q

A stakeholder responsible for providing services that are used by an organization

A

Supplier

183
Q

The practice of ensuring that an organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services

A

Supplier management practice

184
Q

A team with the responsibility to maintain normal operations, address users’ requests and resolve incidents and problems related to specified products, services or other configuration items

A

Support team

185
Q

A combination of interacting elements organized and maintained to achieve one or more stated purposes

A

System

186
Q

A holistic approach to analysis that focuses on the way that a system’s constituent parts work, interrelate and interact over time, and within the context of other systems

A

Systems thinking

187
Q

The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer

A

Technical debt

188
Q

A controlled environment established to test products, services and other configuration items

A

Test environment

189
Q

A stakeholder external to an organization

A

Third-party

190
Q

A measure of the amount of work performed by a product, service, or other system over a given period of time

A

Throughput

191
Q

A unit of work consisting of an exchange between two or more participants or systems

A

Transaction

192
Q

A technique using realistic practical scenarios to define functional requirements and to design tests

A

Use case

193
Q

A person who uses services

A

User

194
Q

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

A

Utility

195
Q

Functional requirements which have been defined by the customer and are unique to a specific product

A

Utility requirements

196
Q

Confirmation that the system, product, service or other entity meets the agreed specification

A

Validation

197
Q

The perceived benefits, usefulness and importance of something

A

Value

198
Q

A series of steps an organization undertakes to create and deliver products and services to consumers

A

Value stream

199
Q

One of the four dimensions of service management. Defines the activities, workflows, controls and procedures needed to achieve agreed objectives

A

Value streams and processes

200
Q

A defined aspiration of what an organization would like to become in the future

A

Vision

201
Q

Assurance that a product or service will meet agreed requirements

A

Warranty

202
Q

Typically non-functional requirements captured as input from key stakeholders and other practices

A

Warranty requirements

203
Q

A development approach that is linear and sequential with distinct objectives for each phase of development

A

Waterfall method

204
Q

A detailed description to be followed in order to perform an activity

A

Work instruction

205
Q

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some of these reduce the likelihood of incidents

A

Workaround

206
Q

The practice of ensuring an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives

A

Workforce and talent management practice

ITIL Foundation v4 (4 decks)

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