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ITIL Training 2019 > ITIL Terms > Flashcards

ITIL Terms Flashcards

1
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 time-boxing. These frameworks are classed as Scrum, Lean, and Kanban.

A

Agile

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2
Q

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

A

Change

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3
Q

The person or group who authorizes a change

A

Change Authority

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4
Q

any component that needs to be managed in order to deliver an IT service.

A

Configuration Item (CI)

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5
Q

a structured database or document that is used to track and manage improvement opportunities

A

Continual Improvement Register (CIR)

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6
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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7
Q

the amount of money spent on a specific activity

A

Cost

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8
Q

a necessary precondition for the achievement of intended results

A

Critical Success Factor (CSF)

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9
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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10
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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11
Q

Input to the SVS based on opportunities and needs from internal and external stakeholders.

A

Demand

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12
Q

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

A

DevOps

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13
Q

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

A

Event

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14
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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15
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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16
Q

the means by which an organization is directed and controlled

A

Governance

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17
Q

the treatment of the system as a whole and not just the sum of its parts.

A

Holistic

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18
Q

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

A

Incident

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19
Q

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.

A

Information and Technology

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20
Q

any financially valuable component that can contribute to delivery of an IT product or service.

A

IT Asset

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21
Q

best practice guidance for ITSM

A

ITIL

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22
Q

recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, types of work or management structure.

A

ITIL Guiding Principles

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23
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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24
Q

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

A

Kanban

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25
Q

a problem that has been analyzed but has not been resolved

A

Known Error

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26
Q

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

A

KPI

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27
Q

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

A

Lean

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28
Q

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

A

Metric

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29
Q

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

A

MVP

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30
Q

Options or possibilities to add value for stakeholders or otherwise improve the organization

A

Opportunity

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31
Q

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

A

Organization

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32
Q

one of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

A

Organizations and People

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33
Q

a result for a stakeholder enabled by one or more outputs.

A

Outcome

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34
Q

a tangible or intangible deliverable of an activity.

A

Output

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35
Q

one of the four dimensions of service management. it 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

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36
Q

a relationship between two organizations that involves working closely together to achieve common goals and objectives.

A

Partnership

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37
Q

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

A

Performance

38
Q

a cause, or potential cause, of one or more incidents.

A

Problem

39
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. These define the sequence of actions and their dependencies.

A

Process

40
Q

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

A

Product

41
Q

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

A

Release

42
Q

a possible event that could cause harm or loss, or make it more difficult to achieve objectives. This 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

43
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

44
Q

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

A

Service Catalog

45
Q

activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).

A

Service Consumption

46
Q

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

A

Service Desk

47
Q

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

A

Service Management

48
Q

a formal 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

49
Q

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

A

Service Provider

50
Q

activities performed by an organization to provide services. It includes management of the provider’s 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.

A

Service Provision

51
Q

a cooperation between a service provider and service consumer. Include service provision, service consumption, and service relationship management.

A

Service Relationship

52
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

53
Q

a request from a user or user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

A

Service Request

54
Q

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

A

SLA

55
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

56
Q

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

A

Supplier

57
Q

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

A

Service Value System (SVS)

58
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

59
Q

a method of continual improvement that involves identifying the weakest link in the value chain (constraint) and then making systematic improvements until it is no longer the weakest link.

A

Theory of Constraints (TOC)

60
Q

a person who uses services.

A

User

61
Q

the functionality offered by a product or service to meet a particular need. Can be summarized as “what the service does” and can be used to determine whether a service is “fit for purpose.” To have this a service must either support the performance of the consumer or remove constraints form the consumer. Many services do both.

A

Utility

62
Q

the perceived benefits, usefulness, and importance of something.

A

Value

63
Q

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

A

Value Stream

64
Q

one of the four dimensions of service management. it defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

A

Value Stream and Processes

65
Q

assurance that a product or service will meet agreed requirements. Can be summarized as “how the service performs” and can be used to determine whether the service is “fit for use.” Often relates to service levels aligned with the needs of service consumers.

A

Warranty

66
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

67
Q

What type of change is:

  • Low Risk, pre-authorized, routine
  • well understood and fully documented
  • Implemented without needing additional authorization
A

Standard Change

68
Q

What type of change is:

- using a standard process, these changes are scheduled, assessed and authorized

A

Normal Change

69
Q

What type of change is:

  • implemented as soon as possible
  • assessment and authorization is expedited
  • may require separate change authority
A

Emergency Change

70
Q

a popular agile technique for managing incidents that begins with multiple stakeholders working together to manage an incident.

A

Swarming

71
Q

includes analyzing the problems and documenting workarounds and known errors

A

Problem Control

72
Q
  1. Problem Identification
  2. Problem Control
  3. Error Control
A

Phases of Problem Management

73
Q

you need to identify and log problems including: performing trend analysis of incident records and reviewing recurring issues by users, service desk, and technical support staff.

A

Problem Identification

74
Q

manages known errors

A

Error Control

75
Q

the purpose of this practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

A

Relationship Management

76
Q

the purpose of this practice is to protect the information needed by the organization to conduct its business in a reliable and secure way

A

Information Security Management

77
Q

The purpose of this practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality of products and services

A

Supplier Management

78
Q
  1. Relationship Management
  2. Information Security Management
  3. Supplier Management
A

General Management Practices

79
Q
  1. Service Configuration Management
  2. IT Asset Management
  3. Monitoring and Event Management
  4. Release Management
A

Service Management Practices

80
Q

the purpose of this practice is to ensure that accurate and reliable information about the configuration of services, and the CI’s that support them is available when and where it is needed

A

Service Configuration Management

81
Q

the purpose is to plan and manage the full lifecycle of all IT assets, which helps the organization maximize value, control costs, manage risks, support decision-making about purchase, reuse, and retirements of assets, and meet regulatory and contractual requirements.

A

IT Asset Management

82
Q

the purpose is to systematically observe services and service components, and record and report selected changes of state identified as events.

A

Monitoring and Event Management

83
Q

the purpose is to make new and changed services and features available for use.

A

Release Management

84
Q

the purpose is to move new or changed hardware, software, documentation, processes or any other component to live environments.

A

Deployment Management

85
Q
  1. Plan
  2. Improve
  3. Engage
  4. Design and Transition
  5. Obtain/Build
  6. Deliver/Support
A

Service Value Chain

86
Q

ensures a shared understanding of the vision, current status, and the improvement direction.

A

Plan

87
Q

ensures continual improvement of products and services and also practices.

A

Improve

88
Q

provides a good understanding of stakeholder needs, facilitates transparency and provides continual engagement and good relationships with all stakeholders

A

Engage

89
Q

ensures that services are delivered and supported according to the agreed specifications and the stakeholder’s expectations.

A

Deliver and Support

90
Q

ensures that products and services meet stakeholder expectations for quality, cots, and time to market.

A

Design and Transition

91
Q

ensures that service components are available when and where they are needed and that they meet the agreed specifications.

A

Obtain/Build

ITIL Training 2019 (1 decks)

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