ITIL Terms Flashcards
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 time-boxing. These frameworks are classed as Scrum, Lean, and Kanban.
Agile
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
The person or group who authorizes a change
Change Authority
any component that needs to be managed in order to deliver an IT service.
Configuration Item (CI)
a structured database or document that is used to track and manage improvement opportunities
Continual Improvement Register (CIR)
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
Continual Improvement Practice
the amount of money spent on a specific activity
Cost
a necessary precondition for the achievement of intended results
Critical Success Factor (CSF)
a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Customer
the sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.
Customer Experience (CX)
Input to the SVS based on opportunities and needs from internal and external stakeholders.
Demand
an organizational culture that aims to improve the flow of value to customers. Focuses on culture, automation, Lean, measurement, and sharing (CALMS)
DevOps
Any change of state that has significance for the management of a service or other configuration item.
Event
a technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
Feedback Loop
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.
Four Dimensions of Service Management
the means by which an organization is directed and controlled
Governance
the treatment of the system as a whole and not just the sum of its parts.
Holistic
an unplanned interruption to a service, or reduction in the quality of a service
Incident
one of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the info and technologies used to manage all aspects of the SVS.
Information and Technology
any financially valuable component that can contribute to delivery of an IT product or service.
IT Asset
best practice guidance for ITSM
ITIL
recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, types of work or management structure.
ITIL Guiding Principles
An operating model for service providers that covers all the key activities required to effectively manage products and services.
ITIL Service Value Chain
a method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.
Kanban