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ITIL V4 > ITIL Vocab > Flashcards

ITIL Vocab Flashcards

1
Q

Service Management

A

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

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2
Q

Value

A

The perceived benefits, usefulness, and the importance of something

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3
Q

Organization

A

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

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4
Q

Customer

A

The role that defines requirements for services and takes responsibility for outcomes from service consumption

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5
Q

User

A

The role that uses the service

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6
Q

Sponsor

A

The role that authorizes the budget for service consumption

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7
Q

Stakeholder

A

A person or organization that has an interest or involvement in an organization, product, service, practice or other entity

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8
Q

Service

A

A means of enabling value cocreation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

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9
Q

Product

A

A configuration of resources, created by the organization, that will be potentially valuable for their customers

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10
Q

Service Offering

A

A 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

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11
Q

Service relationship management

A

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

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12
Q

Service Provisioning

A

consists of activities performed by a service provider to provide services

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13
Q

Service Consumption

A

consists of activities performed by a service consumer to consume services

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14
Q

Output

A

is a tangible or intangible deliverable of an activity

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15
Q

Outcome

A

is a result for a stakeholder enabled by one or more output

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16
Q

Costs

A

Refers to the amount of money spent on a specific activity or resource

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17
Q

Risks

A

Refers to possible events that could cause harm or loss, or make it more difficult to achieve objectives

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18
Q

Utility

A

The functionality offered by a product or service to meet a particular need

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19
Q

Warranty

A

The assurance that a product or service will meet agreed requirements

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20
Q

Process

A

A set of interrelated or interacting activities that transform inputs into outputs

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21
Q

4 Dimensions of Service Management

A

Organizations & people, Information & technology, partners & suppliers, and value streams & processes

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22
Q

Dimension 1 of Service Management: Organization & People

A

Culture, required staffing & competencies , roles & responsibilities, and formal organizational structure

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23
Q

Dimension 2 of Service Management: Information & Technology

A

Information and knowledge, technologies, and the relationships between the components

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24
Q

Dimension 3 of Service Management: Partners & Suppliers

A

service provider/service consumer relationship, organizations partner & supplier strategy, factors that influence supplier strategies, service integration & management

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25
Q

Value Stream

A

Series of steps to create and deliver services and value to service consumers

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26
Q

Dimension 4: Value Streams & Processes

A

Activities the organization undertakes, how the activities are organized, and how value is ensure for all stakeholders effectively and efficiently.

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27
Q

Service Value System (SVS)

A

Describes how all the components and activities of the organization work together as a system to enable value creation

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28
Q

Opportunities

A

Represents options or possibilities to add value for stakeholders or otherwise improve the organization

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29
Q

Demand

A

Is the need or desire for products or services among internal and external consumers

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30
Q

Components of the SVS (service value system)

A

Guiding Principals, Governance, service value chain, practices, continual improvement

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31
Q

The outcome of the service value system

A

value

32
Q

Guiding Principals

A

There are 7 of them, and they are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

33
Q

Governance

A

Is the means by which an organization is directed and controlled

34
Q

Practices

A

Sets of organizational resources designed for performing work or accomplishing an objective

35
Q

Continual Improvement

A

Is recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders expectations.

36
Q

Service Value Chain

A

an operating model that outlines the key activities required to respond to demand and facilitate value creation

37
Q

Plan

A

This activity is to ensure a shared understanding of the vision, current status and improvement direction

38
Q

Improve

A

this activity is to ensure continual improvement of products, services, and practices

39
Q

Engage

A

This activity is to provide a good understanding of stakeholder needs

40
Q

Design & Transition

A

This activity is to ensure that products & services continually meet stakeholder expectations for quality, cost and time to market

41
Q

Obtain/Build

A

This activity is to ensure that service components are available when and where the are needed

42
Q

Deliver & Support

A

This activity is to ensure that services are delivered and supported according to agreed specifications

43
Q

7 Guiding Principals

A

Focus on value, start where you are, progress iteratively with feedback, collaborate & promote visibility, think & work holistically, keep it simple & practical, optimize & then automate

44
Q

Practice

A

a set of organizational resources designed for performing work or accomplishing an objective

45
Q

Process

A

a set of interrelated or interacting activities that transform inputs into outputs

46
Q

General Management Practices

A

Continual improvement, information & security management, relationship management, supplier management

47
Q

Service Management Practices

A

Change enablement, incident management, IT asset management, monitoring & event management, problem management, release management, service configuration management, service desk, service level management, service request management

48
Q

Technical Management Practice

A

Deployment management

49
Q

Change enablement

A

to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule

50
Q

Change

A

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

51
Q

Continual Improvement Practice

A

To align the organizations practices and services with changing business needs through ongoing improvement.

52
Q

Continual Improvement Register

A

Database or structured document to track and manage improvement idea from identification through to final action

53
Q

Information Security Management Practice

A

To protect the information needed by the organization to conduct its business

54
Q

Relationship Management Practice

A

To estabis and nurture the links between the organization and its stakeholders at strategic and tactical levels

55
Q

Supplier Management Practice

A

to ensure that the organizations suppliers and their performances are managed apropriately to support the seamless provision of quality products and services

56
Q

Different Types of Changes

A

Standard (pre-authorized), Normal (scheduled), emergency (expedited)

57
Q

Incident

A

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

58
Q

Incident Management Practice

A

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

59
Q

IT Asset Management Practice

A

To plan and manage the full lifecycle of all IT assets to help the organization

60
Q

IT Asset

A

Any financially valuable component that can contribute to the delivery of an IT product or service

61
Q

Event

A

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

62
Q

Monitoring and Even Management Practice

A

Manages events throughout their lifecycle in order ot prevent, minimize or eliminate their negative impact on the business

63
Q

Problem Management Practice

A

Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

64
Q

Problem

A

A cause or potential cause of one or more incidents

65
Q

Known Error

A

A problem that has been analyzed and has not been resolved

66
Q

Problem Managment

A

Problem identification, Problem Control, Error Control

67
Q

Workaround

A

A solution that reduces or eliminate the impact of an incident or problem for which a full resolution is not yet available

68
Q

Release Management Practice

A

Purpose is to make new and changed services and features available for use

69
Q

Release

A

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

70
Q

Service Configuration Management Practice

A

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. (e.g. Tableau and where/how data travels)

71
Q

Configuration Item

A

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

72
Q

Service Desk Practice

A

Is to capture demand for incident resolution and service requests (provides support for people and business)

73
Q

Service Level Management Practice

A

To set clear business based targets for service levels and to ensure that delivery of services is properly assessed, monitored, and managed against these targets

74
Q

SLA

A

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

75
Q

Service Request Management Pracitce

A

To support the agreed quality of service by handling all pre-defined, user initiated service requests in an effective and user friendly manner (normal part of service delivery, not a degradation of service) upload of FRPL data

76
Q

Deployment Management Practice

A

Is to move new or changed hardware, software, documentation, processes, or any other component to live environments

ITIL V4 (1 decks)

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