ITIL Terms Flashcards
Product
Configuration of resources, created by the organization, that will be potentially valuable for their customers.
Organization
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Customer
Is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumptions.
User
Is the role that uses services.
Sponsor
Is the role the authorizes the budget for service consumption. It’s also used to describe an organization or individual that provides financial or other support for an initiative.
Service
Is 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
Is the perceived benefits, usefulness, and importance of something.
Outcome
As a result for a stakeholder enabled by one or more outputs.
Cost
Is the amount of money spent on a specific activity or resource.
Output
Is a tangible or intangible deliverable of an activity.
Risk
Is a possible event that could cause harm or loss, or make it more difficult to achieve objectives.
Service relationship management
Are the joint activities performed by service provider in a service consumer to ensure continual value.
Service offering
Is a formal description of one or more services, design to address the needs of a target consumer group. A Service offering me include goods, access to resources, and service actions.
Service provision
The activities performed by an organization to provide services, including management of the providers resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.
Service consumption
Is the activities performed by an organization to consume services. It includes the management of the consumers resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
Service management
Is a set of specialized organizational capabilities for enabling value for customers in the form of services.
Utility
Is the functionality offered by a product or service to meet a particular need (what s service does/fit for purpose).
Warranty
Is the assurance that a product or service will meet agreed requirements. How a service performs (fit for use)
Service value system (SVS)
Is a model representing how all the components and activities of an organization work together to facilitate value creation.
Service value chain (SVC)
Is the innermost cube containing six main activities in the service value system. (Plan, improve, engage, design and transition, obtain/build, deliver and support.)
Plan
Ensures a shared understanding of the vision, current status, an improvement direction for all for dimensions and all products and services across an organization.
Improve
Insurance continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
Engage
Provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
Design & transition
Insurance products and services continually meat stick holder expectations for quality, cost, and time to market.
Obtain/build
Ensure service components are available when and where they are needed, and that they meet agreed specifications.
Deliver and support
Ensures services or delivered and supported according to agree to specifications and stakeholder expectations.
Four dimensions
Are the four perspectives that are critical to the effective and efficient facilitation of values for customers and other stake holders in the form of products and services.
Organizations and people, information and technology, partners in suppliers, value streams and processes.
Organizations and people
Ensures that the way in organization is structured and managed, as well as its roles, responsibilities, and systems of authority in communication, as well defined and supports its overall strategy and operating model.
Information and technology
Include the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.
Partners and suppliers
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.
Value streams and processes
Defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
Value stream
Is a series of steps an organization undertakes to create and deliver products and services to Service consumers.
Guiding principle
Focus on value
All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.
Start where you are
Do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood.
Progress iteratively with Feedback
Do not attempt to do everything at once. Organize the work into smaller, manageable sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain.
Collaborate and promote visibility
When initiatives involved the right people in the correct rolls, efforts benefit from better buy-in, more relevant, and increased likelihood of long-term success.
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outfits that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than a separate parts. All the organizations activity should be focused on delivery of value.
Keep it simple and practical
If a process, service, action, or metric fails to provide value or produce the useful outcome, eliminated. In a process or procedure, use the minimum number of steps necessary to accomplish the objectives. Always use outcome based thinking to produce practical solutions that deliver results.
Optimize and automate
Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable. Consider the for dimensions when designing, managing, or operating an organization and its processes. Human intervention should only happen where it contributes value to the process.
Practice
Is a set of organizational resources designed for performing work or accomplishing an objective.
Change enablement
Is the practice of ensuring that risks are properly assessed, authorizing changes to proceed in managing a change schedule in order to maximize the number of successful service and product changes.
Change
Is an addition, modification, or removal of anything that could have a direct or indirect effect on services.
Deployment management
Is the practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
Incident management
Is the practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.
Information security management
Is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
IT asset management
Is the practice of planning and managing the full lifecycle of all information technology assets
Monitoring and event management
Is the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Event
Is any change of state that has significance for the management of a service or other configuration item.
Problem management
Is the practice of reducing the likelihood an impact of incidence by identifying actual and potential causes of incidents, and managing workarounds unknown errors.
Problem
Is a cause, or potential cause, of one or more incidents.
Incident
An unplanned interruption to a service or reduction in the quality of service.
Work around
Is a solution that reduces or illuminates the impact of an incident or problem for which a full resolution is not yet available.
Known error
Is a problem that has been analyzed but has not been resolved
Continual improvement
Is the practice of aligning an organizations 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.
What is the vision? Where are we now? Where do we want to be? How do we get there? Take action. Did we get there? How do we keep the momentum going?
What is the vision?
Business vision, mission, goals and objectives.
Where are we now?
Perform baseline assessments
Where do we want to be?
Define measurable targets.
How do we get there?
Defined the improvement plan.
Take action
Execute improvement actions.
Did we get there?
Evaluate metrics and KPI’s
IT asset
Is any financially valuable component that can contribute to the delivery of an IT product or service.
Practice
Is a set of organizational resources designed for performing work or accomplishing an objective
Relationship management
Is the practice of establishing a nurturing links between an organization and its stakeholders at strategic and tactical levels.
Release management
Is the practice of making new and changed services and features available for use.
Service configuration management
Is the practice of ensuring the accurate and reliable information about the configuration of services, and the configuration items that support them, it’s available when and where needed.
Service level management
Is the practice of studying clear business based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service request management
Is the practice of supporting the agreed quality of a service by handling all predefined, user initiated service requests in an effective and user-friendly manner.
Supplier management
Is the practice of ensuring that in organization suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
Service level agreement SLA
Is a documented agreement between a service provider and a customer that identifies services required and the expected level of service.
Service desk
Is the practice designed to capture demand for incident resolution and service requests. The entry point/single point of contact for the service provider with all of its users.
Configuration item CI
Is any component that needs to be managed in order to deliver an IT service.
