ITIL Terms

Question 1

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.

Answer 1

Agile

Question 2

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

Answer 2

Change

Question 3

The person or group who authorizes a change

Answer 3

Change Authority

Question 4

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

Answer 4

Configuration Item (CI)

Question 5

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

Answer 5

Continual Improvement Register (CIR)

Question 6

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

Answer 6

Continual Improvement Practice

Question 7

the amount of money spent on a specific activity

Answer 7

Cost

Question 8

a necessary precondition for the achievement of intended results

Answer 8

Critical Success Factor (CSF)

Question 9

a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 9

Customer

Question 10

the sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.

Answer 10

Customer Experience (CX)

Question 11

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

Answer 11

Demand

Question 12

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

Answer 12

DevOps

Question 13

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

Answer 13

Event

Question 14

a technique whereby the outputs of one part of a system are used as inputs to the same part of the system.

Answer 14

Feedback Loop

Question 15

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.

Answer 15

Four Dimensions of Service Management

Question 16

the means by which an organization is directed and controlled

Answer 16

Governance

Question 17

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

Answer 17

Holistic

Question 18

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

Answer 18

Incident

Question 19

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.

Answer 19

Information and Technology

Question 20

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

Answer 20

IT Asset

Question 21

best practice guidance for ITSM

Answer 21

ITIL

Question 22

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

Answer 22

ITIL Guiding Principles

Question 23

An operating model for service providers that covers all the key activities required to effectively manage products and services.

Answer 23

ITIL Service Value Chain

Question 24

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

Answer 24

Kanban

Question 25

a problem that has been analyzed but has not been resolved

Answer 25

Known Error

Question 26

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

Answer 26

KPI

Question 27

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

Answer 27

Lean

Question 28

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

Answer 28

Metric

Question 29

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

Answer 29

MVP

Question 30

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

Answer 30

Opportunity

Question 31

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

Answer 31

Organization

Question 32

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.

Answer 32

Organizations and People

Question 33

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

Answer 33

Outcome

Question 34

a tangible or intangible deliverable of an activity.

Answer 34

Output

Question 35

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.

Answer 35

Partners and Suppliers

Question 36

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

Answer 36

Partnership

Question 37

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

Answer 37

Performance

Question 38

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

Answer 38

Problem

Question 39

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.

Answer 39

Process

Question 40

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

Answer 40

Product

Question 41

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

Answer 41

Release

Question 42

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.

Answer 42

Risk

Question 43

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.

Answer 43

Service

Question 44

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

Answer 44

Service Catalog

Question 45

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).

Answer 45

Service Consumption

Question 46

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

Answer 46

Service Desk

Question 47

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

Answer 47

Service Management

Question 48

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

Answer 48

Service Offering

Question 49

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

Answer 49

Service Provider

Question 50

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.

Answer 50

Service Provision

Question 51

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

Answer 51

Service Relationship

Question 52

joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Answer 52

Service Relationship Management

Question 53

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.

Answer 53

Service Request

Question 54

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

Answer 54

SLA

Question 55

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.

Answer 55

Sponsor

Question 56

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

Answer 56

Supplier

Question 57

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

Answer 57

Service Value System (SVS)

Question 58

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.

Answer 58

Systems Thinking

Question 59

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.

Answer 59

Theory of Constraints (TOC)

Question 60

a person who uses services.

Answer 60

User

Question 61

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.

Answer 61

Utility

Question 62

the perceived benefits, usefulness, and importance of something.

Answer 62

Value

Question 63

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

Answer 63

Value Stream

Question 64

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

Answer 64

Value Stream and Processes

Question 65

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.

Answer 65

Warranty

Question 66

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.

Answer 66

Workaround

Question 67

What type of change is: - Low Risk, pre-authorized, routine - well understood and fully documented - Implemented without needing additional authorization

Answer 67

Standard Change

Question 68

What type of change is: | - using a standard process, these changes are scheduled, assessed and authorized

Answer 68

Normal Change

Question 69

What type of change is: - implemented as soon as possible - assessment and authorization is expedited - may require separate change authority

Answer 69

Emergency Change

Question 70

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

Answer 70

Swarming

Question 71

includes analyzing the problems and documenting workarounds and known errors

Answer 71

Problem Control

Question 72

1. Problem Identification 2. Problem Control 3. Error Control

Answer 72

Phases of Problem Management

Question 73

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.

Answer 73

Problem Identification

Question 74

manages known errors

Answer 74

Error Control

Question 75

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

Answer 75

Relationship Management

Question 76

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

Answer 76

Information Security Management

Question 77

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

Answer 77

Supplier Management

Question 78

1. Relationship Management 2. Information Security Management 3. Supplier Management

Answer 78

General Management Practices

Question 79

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

Answer 79

Service Management Practices

Question 80

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

Answer 80

Service Configuration Management

Question 81

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.

Answer 81

IT Asset Management

Question 82

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

Answer 82

Monitoring and Event Management

Question 83

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

Answer 83

Release Management

Question 84

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

Answer 84

Deployment Management

Question 85

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

Answer 85

Service Value Chain

Question 86

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

Answer 86

Plan

Question 87

ensures continual improvement of products and services and also practices.

Answer 87

Improve

Question 88

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

Answer 88

Engage

Question 89

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

Answer 89

Deliver and Support

Question 90

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

Answer 90

Design and Transition

Question 91

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

Answer 91

Obtain/Build