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
a problem that has been analyzed but has not been resolved
Known Error
an important metric used to evaluate the success in meeting an objective.
KPI
an approach that focuses on improving workflows by maximizing value through the elimination of waste
Lean
a measurement or calculation that is monitored or reported for management and improvement
Metric
a product with just enough features to satisfy early customers, and to provide feedback for future product development.
MVP
Options or possibilities to add value for stakeholders or otherwise improve the organization
Opportunity
a person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Organization
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.
Organizations and People
a result for a stakeholder enabled by one or more outputs.
Outcome
a tangible or intangible deliverable of an activity.
Output
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.
Partners and Suppliers
a relationship between two organizations that involves working closely together to achieve common goals and objectives.
Partnership
a measure of what is achieved or delivered by a system, person, team, practice, or service.
Performance
a cause, or potential cause, of one or more incidents.
Problem
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.
Process
a configuration of an organization’s resources designed to offer value for a consumer.
Product
a version of a service or other configuration item or a collection of configuration items, that is made available for use.
Release
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.
Risk
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.
Service
structured information about all the services and service offerings for a service provider, relevant for a specific target audience.
Service Catalog
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).
Service Consumption
the point of communication between the service provider and all of its users.
Service Desk
a set of specialized organizational capabilities for enabling value for customers in the form of services
Service Management
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
Service Offering
a role performed by an organization in a service relationship to provide services to consumers.
Service Provider
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.
Service Provision
a cooperation between a service provider and service consumer. Include service provision, service consumption, and service relationship management.
Service Relationship
joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Relationship Management
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.
Service Request
a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLA
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.
Sponsor
a stakeholder responsible for providing services that are used by an organization
Supplier
a model representing how all the components and activities of an organization work together to facilitate value creation.
Service Value System (SVS)
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.
Systems Thinking
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.
Theory of Constraints (TOC)
a person who uses services.
User
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.
Utility
the perceived benefits, usefulness, and importance of something.
Value
a series of steps an organization undertakes to create and deliver products and services to consumers
Value Stream
one of the four dimensions of service management. it defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
Value Stream and Processes
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.
Warranty
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.
Workaround
What type of change is:
- Low Risk, pre-authorized, routine
- well understood and fully documented
- Implemented without needing additional authorization
Standard Change
What type of change is:
- using a standard process, these changes are scheduled, assessed and authorized
Normal Change
What type of change is:
- implemented as soon as possible
- assessment and authorization is expedited
- may require separate change authority
Emergency Change
a popular agile technique for managing incidents that begins with multiple stakeholders working together to manage an incident.
Swarming
includes analyzing the problems and documenting workarounds and known errors
Problem Control
- Problem Identification
- Problem Control
- Error Control
Phases of Problem Management
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.
Problem Identification
manages known errors
Error Control
the purpose of this practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Relationship Management
the purpose of this practice is to protect the information needed by the organization to conduct its business in a reliable and secure way
Information Security Management
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
Supplier Management
- Relationship Management
- Information Security Management
- Supplier Management
General Management Practices
- Service Configuration Management
- IT Asset Management
- Monitoring and Event Management
- Release Management
Service Management Practices
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
Service Configuration Management
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.
IT Asset Management
the purpose is to systematically observe services and service components, and record and report selected changes of state identified as events.
Monitoring and Event Management
the purpose is to make new and changed services and features available for use.
Release Management
the purpose is to move new or changed hardware, software, documentation, processes or any other component to live environments.
Deployment Management
- Plan
- Improve
- Engage
- Design and Transition
- Obtain/Build
- Deliver/Support
Service Value Chain
ensures a shared understanding of the vision, current status, and the improvement direction.
Plan
ensures continual improvement of products and services and also practices.
Improve
provides a good understanding of stakeholder needs, facilitates transparency and provides continual engagement and good relationships with all stakeholders
Engage
ensures that services are delivered and supported according to the agreed specifications and the stakeholder’s expectations.
Deliver and Support
ensures that products and services meet stakeholder expectations for quality, cots, and time to market.
Design and Transition
ensures that service components are available when and where they are needed and that they meet the agreed specifications.
Obtain/Build
