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ITIL Foundation > ITIL Foundation > Flashcards

ITIL Foundation Flashcards

1
Q

accounting

A

The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, and managing variance from the budget.

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2
Q

activity

A

A set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans and are documented in procedures.

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3
Q

alert

A

A notification that a threshold has been reached, something has changed, or a failure has occurred. They are often created and managed by system management tools and are managed by the event management process.

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4
Q

application

A

Software that provides functions that are required by an IT service. Each application may be part of more than one IT service. An application runs on one or more servers or clients.

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5
Q

application sizing

A

The activity responsible for understanding
the resource requirements needed to support a new application or a major change to an existing application. Application sizing helps ensure that the IT service can meet its agreed service level targets for capacity and performance.

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6
Q

asset

A

Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of a service. Assets can be one of the following
types: management, organization, process, knowledge, people, information, applications, infrastructure, or financial capital. See also customer asset; service asset; strategic asset.

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7
Q

attribute

A

A piece of information about a configuration item. Examples are name, location, version number, and cost. Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as part of a configuration management system (CMS). See also relationship; configuration management system.

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8
Q

availability

A

Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance, and security. Availability is usually calculated as a
percentage. This calculation is often based on agreed service time and downtime. It is best practice to calculate availability of an IT service using measurements of the business output.

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9
Q

availability management information system (AMIS)

A

A set of tools, data, and information that is
used to support availability management.
See also service knowledge management system.

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10
Q

baseline

A

A snapshot that is used as a reference point. Many snapshots may be taken and recorded over time, but only some will be used as baselines.

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11
Q

benchmark

A

A baseline that is used to compare related data sets as part of a benchmarking exercise. For example, a recent snapshot of a process can be compared to a previous baseline of that process, or a current baseline can be compared to industry data or best practice. See also benchmarking; baseline.

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12
Q

benchmarking

A

The process responsible for comparing a benchmark with related data sets, such as a more recent snapshot, industry data, or best practice. The term is also used to mean creating a series of benchmarks over time and comparing the results to measure progress or improvement. This process is not described in detail within the core ITIL? publications

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13
Q

Best Management Practice (BMP)

A

The Best Management Practice portfolio is owned by the Cabinet Office, part of HM Government. Formerly owned by CCTA and then OGC, the BMP functions moved to the Cabinet Office in June 2010. The BMP portfolio includes guidance on IT service management and project, program, risk, portfolio, and value management. There is also a management maturity model as well as related glossaries of
terms.

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14
Q

best practice

A

Proven activities or processes that have been successfully used by multiple organizations. ITIL? is an example of best practice.

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15
Q

budget

A

A list of all the money an organization or business unit plans to receive and plans to pay out over a specified period of time.
See also budgeting.

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16
Q

budgeting

A

The activity of predicting and controlling the spending of money. Budgeting consists of a periodic negotiation cycle to set future
budgets (usually annual) and the day-to-day monitoring and adjusting of current budgets.

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17
Q

build

A

The activity of assembling a number of configuration items to create part of an IT service. The term is also used to refer to a release that is authorized for distribution. For example: server build or laptop build See also configuration baseline.

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18
Q

business case

A

Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks, and possible problems.

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19
Q

business continuity plan (BCP)

A

A plan defining the steps required to restore business processes following a disruption. The plan also identifies the triggers for invocation, people to be involved, communications, etc. IT service continuity plans form a significant part of business continuity plan.

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20
Q

business impact analysis (BIA)

A

Business impact analysis is the activity in business continuity management that identifies vital business functions and their dependencies. These dependencies may include suppliers, people, other business processes, IT services, etc. Business impact analysis defines the recovery requirements for IT services. These requirements include recovery time objectives, recovery point objectives, and minimum service level targets for each IT service.

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21
Q

business relationship management

A

The process responsible for maintaining a positive relationship with customers. Business relationship management identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalog of services. This process has strong links with service level management.

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22
Q

capability

A

The ability of an organization, person, process, application, IT service, or other configuration item to carry out an activity. Capabilities are intangible assets of an organization. See also resource.

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23
Q

capacity

A

The maximum throughput that a configuration item or IT service can deliver. For some types of CIs, capacity may be the size or volume. For example: a disk drive

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24
Q

capacity management information system (CMIS)

A

A set of tools, data, and information that is used to support capacity management.
See also service knowledge management system.

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25
Q

capacity planning

A

The activity within capacity management responsible for creating a capacity plan.

26
Q

change advisory board (CAB)

A

A group of people that support the assessment, prioritization, authorization, and scheduling of changes. A change advisory board is usually made up of representatives from all areas within the IT service provider, the business, and third parties, such as suppliers.

27
Q

change model

A

A repeatable way of dealing with a particular category of change. A change model defines specific agreed steps that will be followed for a change of this category. Change models may be very complex with many steps that require authorization (e.g., major software release) or may be very simple with no requirement for authorization (e.g., password reset). See also change advisory board; standard change.

28
Q

change

A

The addition, modification, or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics, and documentation, as well as changes to IT services and other
configuration items.

29
Q

change proposal

A

A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule. Change proposals are normally created by the service portfolio management process and are passed to change management for authorization. Change management will review the potential impact on other services, on shared resources, and on the overall change schedule. Once the change proposal has been authorized, service portfolio management will charter the service.

30
Q

change record

A

A record containing the details of a change. Each change record documents the lifecycle of a single change. A change record is created for every request for change that is received, even those that are subsequently rejected. Change
records should reference the configuration items that are affected by the change. Change records may be stored in the configuration management system or elsewhere in the service knowledge management system.

31
Q

change request

A

See request for change.

32
Q

change schedule

A

A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes. A change schedule is sometimes called a forward schedule of change, even though it also contains information about changes that have already been implemented.

33
Q

change window

A

A regular, agreed time when changes or releases may be implemented with minimal impact on services. Change windows are usually documented in service level agreements.

34
Q

charging

A

Requiring payment for IT services. Charging for IT services is optional, and many organizations choose to treat their IT service provider as a cost center.

35
Q

CI Type

A

A category that is used to classify configuration items. The CI type identifies the required attributes and relationships for a configuration record. Common CI types
include hardware, document, user, etc.

36
Q

classification

A

The act of assigning a category to something. Classification is used
to ensure consistent management and reporting. Configuration items, incidents, problems, changes, etc. are usually classified.

37
Q

component

A

A general term that is used to mean one part of something more complex. For example, a computer system may be a component of an IT service; an application may be a component of a release unit. Components that need to be managed should be conguration items.

38
Q

condentiality

A

A security principle that requires that data

should only be accessed by authorized people

39
Q

configuration

A

A generic term used to describe a group
of conguration items that work together to deliver an IT service or a recognizable part of an IT service. Conguration is also used to describe the parameter settings for one or more conguration items

40
Q

configuration baseline

A

The baseline of a conguration that has been formally agreed and is managed through the change management process. A conguration baseline is used as a basis for future builds, releases, and changes.

41
Q

conguration item (CI)

A

Any component or other service asset that
needs to be managed in order to deliver an IT service. Information about each conguration item is recorded in a conguration record within the conguration management system and is maintained
throughout its lifecycle by service asset and conguration management.

Conguration items are under the control of change management. They usually include IT services, hardware, software, buildings,
people, and formal documentation, such as process documentation and service level agreements.

42
Q

conguration management database (CMDB)

A

A database used to store conguration
records throughout their lifecycle. The conguration management
system maintains one or more conguration management
databases, and each database stores attributes of conguration
items and relationships with other conguration items.

43
Q

conguration management system (CMS)

A

A set of tools, data, and information that is
used to support service asset and conguration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating,
analyzing, and presenting data about all conguration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes, and releases. The CMS is
maintained by service asset and conguration management and is used by all IT service management processes

44
Q

configuration record

A

A record containing the details of a
conguration item. Each conguration record documents the
lifecycle of a single conguration item. Conguration records are
stored in a conguration management database and are maintained
as part of a conguration management system.

45
Q

countermeasure

A

Can be used to refer to any type of control. The term is most often
used when referring to measures that increase resilience, fault
tolerance, or reliability of an IT service.

46
Q

critical success factor (CSF)

A

Something that must happen if an IT service, process, plan, project,
or other activity is to succeed. Key performance indicators are used
to measure the achievement of each critical success factor. For
example, a critical success factor of ‘protect IT services when making
changes’ could be measured by key performance indicators, such
as ‘percentage reduction of unsuccessful changes’, ‘percentage
reduction in changes causing incidents’, etc.

47
Q

CSI register

A

A database or structured document used to record and manage improvement opportunities throughout their lifecycle.

48
Q

customer asset

A

Any resource or capability of a customer.

See also asset

49
Q

customer portfolio

A

A database or structured document used
to record all customers of the IT service provider. The customer portfolio is the business relationship manager’s view of the
customers who receive services from the IT service provider.
See also service catalog; service portfolio.

50
Q

Data-to-Information-to-Knowledge-to-Wisdom (DIKW)

A

A way of understanding the relationships
between data, information, knowledge, and wisdom. DIKW shows
how each of these builds on the others.

51
Q

denitive media library (DML)

A

One or more locations in which the
denitive and authorized versions of all software conguration items are securely stored. The denitive media library may also
contain associated conguration items, such as licenses and
documentation. It is a single logical storage area, even if there are
multiple locations. The denitive media library is controlled by
service asset and conguration management and is recorded in the
conguration management system.

52
Q

Deming Cycle

A

See Plan-Do-Check-Act

53
Q

deployment

A

The activity responsible for movement
of new or changed hardware, software, documentation, process, etc. to the live environment. Deployment is part of the release and deployment management process.

54
Q

design coordination

A

The process responsible for coordinating
all service design activities, processes, and resources. Design coordination ensures the consistent and eective design of new
or changed IT services, service management information systems,
architectures, technology, processes, information, and metrics.

55
Q

document

A

Information in readable form. A document may be paper or electronic. For example: a policy statement, service level agreement,
incident record, or diagram of a computer room layout.
See also record

56
Q

downtime

A

The time when an IT service or other conguration item is not available during its agreed service time. The availability of an IT service is often calculated from
agreed service time and downtime.

57
Q

emergency change

A

A change that must be introduced as soon
as possible, for example, to resolve a major incident or implement a
security patch. The change management process will normally have
a specic procedure for handling emergency changes.
See also emergency change advisory board.

58
Q

emergency change advisory board (ECAB)

A

A subgroup of the change advisory board
that makes decisions about emergency changes. Membership may be decided at the time a meeting is called and depends on the nature of the emergency change.

59
Q

escalation

A

An activity that obtains additional
resources when these are needed to meet service level targets or
customer expectations. Escalation may be needed within any IT
service management process, but is most commonly associated
with incident management, problem management, and the
management of customer complaints. There are two types of
escalation: functional escalation and hierarchic escalation.

60
Q

event

A

A change of state that has signicance for
the management of an IT service or other conguration item. The
term is also used to mean an alert or notication created by any
IT service, conguration item, or monitoring tool. Events usually
require IT operations personnel to take actions and often lead to
incidents being logged.

61
Q

external customer

A

A customer who works for a dierent business from the IT service
provider.
See also external service provider; internal customer.

ITIL Foundation (1 decks)

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