ITIL Glossary Terms Flashcards
Study Guide
Service
“Means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risk”
IT Service Management (ITSM)
“Complete set of activities required to provide value to a customer through services, including policies and strategies to Plan, Design, Deliver, Operate, and Control IT services”
Information Technology Infrastructure Library
“Developed as a framework for organizations to use in order to perform ITSM”
Best Practices
“Proven activities or processes that have been successfully used by many different organizations in a specific industry”
Process
“Set of coordinated activities combining resources and capability to produce an outcome that creates value for the customer”
Functions
“Self-contained unit of an organization specialized to perform specific tasks and are responsible for an outcome”
Roles
“A collection of specific responsibilities, duties, or positions within a process or function”
Service Owner
“Accountable for the overall design, performance, integration, improvement, and management of a single service”
Process Owner
“Accountable for the overall design, performance, integration, improvement, and management of a single process”
Service Manager
“Accountable for the development, performance, and improvement of all services”
Process Manager
“Accountable for the development, performance, and improvement of all processes”
Product Manager
“Accountable for the development, performance, and improvement of a group of related services”
Process Practitioner
“Responsible for actually conducting the actions and functions associated with operating the service”
Service Desk
“Provides a single, central point of contact for all users of IT services”
Local service Desk
“Located physically close to the customers they support”
Centralized service Desk
“Makes better use of resources, improves consistency, and centralizes management”
Virtualized service Desk
“Doesn’t require a centralized location, but can still make better use of resources, improves consistency, and centralizes management” Excerpt From: Dion, Jason. “ITIL®v3 Foundations: A Time-Compressed Resource To Passing The ITIL®v3 Foundations Exam On Your 1st Attempt! (Cram to Pass).” JasonDion.com, 2017-07-28T07:00:00+00:00. iBooks. This material may be protected by copyright.
Follow-the-sun
“Combines local, centralized, and virtual service desks, allowing for 24x7 coverage across all time zones”
Technical Management
“Responsible for the procurement, development, and management of the technical skill sets and resources required to support the infrastructure and the ITSM efforts”
Application Management
“Provide end-to-end management of applications in the environment which involves cultivating the skill sets and resources to support all phases of the lifecycle”
Application Development
“Focused on design and construction of a application solution to gain initial utility”
IT Service Management
“Monitors and controls the IT services and IT infrastructure.”
Operations Control
“Monitors the infrastructure for optimal performance minute-by-minute and conducts the normal maintenance cycles required”
Facilities Management
“Concerned with physical environment of the IT infrastructure, including the power, cooling, fire suppression, and physical access to the data centers and server rooms.”
RACI Model
“A generic tool for reviewing and assigning four key roles to any activity: Responsible, Accountable, Consulted, and Informed”
Responsible (RACI)
“Role for the person who executes or performs the activity”
Accountable (RACI)
“The person who owns the activity and must answer for its outcomes”
Consulted (RACI)
“The person who reviews and provides advice and authorization for the activity”
Informed (RACI)
“The person who receives updates on activity’s progress”
Service Strategy
“Establishes and manages the broadest policies and standards to govern how a Service Provider will operate”
Business Case Analysis
“A structured and documented justification for a new investment that argues the benefits and costs of a particular service”
Return on Investment
“The expected financial growth created by a service”
Value on Investment
“The expected non-financial return created by a service, such as in a service providers increased recognition or reputation”
Utility
“Fit for purpose of a given service”
Warranty
“Fit for use of a given service”
Value
“Created from the balance between utility and warranty”
Service assets
“Resources and capabilities which the service provider must allocate to provide a given service”
Resources
“Tangible items that contribute to a service”
Capabilities
“Intangible items that contribute to a service”
Service Portfolio Management Process
“Process concerned with managing the services that comprise the service portfolio”
Service Portfolio
“Complete set of services under management by a service provider”
Strategy Management Process
“Ensures a service strategy is defined, maintained, and managed”
Demand Management Process
“Used to identify the demand for a particular service to prevent capacity limitations”
Financial Management Process
“Used to understand and manage financial resources, costs, and opportunities for a service”
Budgeting
“Forecasting and planning of how to spend money in relation to providing a service”
Accounting
“Tracking of money by cost centers and against the original budge”
Charging
“Getting payment from the customers for services”
Service Design
“Conducts the detailed planning of the service and all supporting materials to allow it into the live environment”
People
“Consist of the technical staff, users, customers, stakeholders, board executives, and many others”
Processes
“Set of coordinated activities combining resources and capability to produce an outcome that creates value for the customer; ITIL®v3 Lifecycle contains 26 distinct processes”
Products
“Made up of other services, technology (hardware, software, etc.), and tools needed to support the services”
Partners
“People and organizations that help the service provider provide excellent services”
Service Catalog Management Process
“Involves management and control of the Service Catalog”
Service Catalog
“A database or structured document with information about all live services including those available for deployment that it is widely available to those who are approved to access it”
Simple Service Catalog
“Simplified matrix of available services including comprehensive and accurate information”
Business or Customer Service Catalog
“Identifies the business processes that are being supported by the services and detailed versions can include service hours, SLA info, escalation paths, etc.”
Technical or Supporting Service Catalog
“Provides another level of depth to the service catalog by covering infrastructure, applications, and outsourced services”
Alternate View Service Catalog
“Service catalog that can be displayed in various formats to show the relationships between various retail customers, business-to-business, and technical or supporting service providers”
Service Level Agreement
“Written agreement between IT service provider and customer providing key service targets and responsibilities of both parties”
Operational Level Agreement
“Underpinning written agreement between two elements of the service provider organization regarding key service targets and responsibilities of both parties for the services being supported”
Underpinning contract
“Legally binding agreement that conform to contract law and organizational contract policy and written in “legalese” by a lawyer”
Availability Management Process
“Concerned with meeting current and future availability needs of the business by ensuring that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost effective and timely manner”
Availability
“Ability of a service, system, or configuration item to perform its function, when required”
Service Availbility
“Focused on end-to-end service that is experienced by the end user or customer”
Component Availabilty
“Focused on each individual piece that together provides the end-to-end experience”
Capacity Management Process
“Concerned with meeting current and future capacity and performance-related needs of the business by ensuring that the capacity of IT services and of the IT infrastructure meets the agreed capacity and performance-related requirements in a cost-effective and timely manner”
Capacity
“Maximum throughput of a service, system, or configuration item”
Business Capacity Management
“Aligns capacity management to business plans and strategy”
Component Capacity Management
“Ensures an appropriate understanding of the technical components in the infrastructure by employing data analysis techniques to get maximum value from components”
IT Service Continuity Management Process
“Ensures that the service provider can always provide the minimum agreed upon service levels by managing the risks associated with a disaster (or other incidents) that could seriously affect critical IT services”
Information Security Management Process
“Aligns IT security with business security and to ensure the IT security aspects match agreed-upon needs of the business by protecting IT assets and services from security threats”
Confidentiality
“Ensures only those with a ”need to know” can access the information system or data held by the system”
Integrity
“Ensures that the data and services are complete, accurate, and unmodified”
ISO27000
“International standard for Information Systems Management”
Supplier Management Process
“Responsible for obtaining quality service from suppliers that provides fiscal value to meet the agreed upon needs of the business and ensures suppliers meet their contractual obligations”
Strategic suppliers
“Involves senior managers and sharing of confidential long-term plans”
Operational suppliers
“Involves supply of operational services”
Tactical Suppliers
“Involves significant commercial activity and business interaction”
Commodity Suppliers
“Involves provision of low-value products, such as printer ink or bathroom supplies”
Service V-Model
“Defines progressive levels of activity and levels of testing/validation towards a defined objective such as a release or major change”
Change Management Process
“Controls the lifecycle of all changes in order to enable beneficial changes to be made with a minimal disruption of IT services”
Change
“Addition, modification, or removal of anything that could have an effect on IT services”
Request for change
“Documented request to alter a service or other Configuration Item (CI)”
Normal change
“Change that has a uniqueness to them that represents a higher risk or uncertainty of outcome; this is the default type of change”
Standard change
“A typical day-to-day changes that are low-risk and well understood”
Emergency change
“Address unforeseen operational issues, such as failures, security threats, and vulnerabilities”
Change manager
“Protector and enforcer of the standards and processes to ensure positive change”
Change Advisory Board
“Focused on providing a go/no-go decision for all changes and meets on a regular basis (i.e. weekly)”
Emergency Change Advisory Board
“A special group convened by the Change Manager to advise on the approval/rejection and planning for an emergency change”
Change model
“Predefined steps, procedures, and guidelines taken to handling a certain type of change”
Release and Deployment Management process
“Responsible for the planning, scheduling, and controlling the build, test, and deployment of releases, as well as to deliver new functionality required by the business while protecting the integrity of existing services”
Release
“One or more changes to an IT service that are built, tested, and deployed together to achieve an objective and consists of software, hardware, configurations, or a combinations of these”
Release unit
“A particular set of configuration items released together for a specific deployment effort”
Service Asset and Configuration Management
“Ensures that assets needed to deliver services are managed and accurate/reliable information about them is available”
Configuration items
“The individual records in your Configuration Management DB (CMDB); a component or service asset that needs to be identified and managed”
Baseline
“Documented and validated configuration of a component, system, or service; A snapshot of a particular configuration at a moment in time”
Configuration management system
“An essential set of tools, data, and information on configurations; Part of the Service Knowledge Management System (SKMS) that includes information on incidents, service requests, changes, problems, releases, errors, and much more”
Definitive Media Library
“A secure storage area for authorized software versions for every configuration item, including the licensing information and documentation”
Service validation and testing process
“Provides a separate and more focused support for testing of the service, it systems, and its components prior to release”
Transition Planning and Support process
“Provides broader support for large-scale transitions and releases”
Evaluation Process
“Provides support for post-release evaluation and confirmation of customer acceptance of new and changed services”
Service transition
“Conducts the the management of change and, more specifically, with the introduction of new and changed services into the live environment”
