ITIL Vocab Flashcards
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services
Value
The perceived benefits, usefulness, and the importance of something
Organization
A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives
Customer
The role that defines requirements for services and takes responsibility for outcomes from service consumption
User
The role that uses the service
Sponsor
The role that authorizes the budget for service consumption
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice or other entity
Service
A means of enabling value cocreation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Product
A configuration of resources, created by the organization, that will be potentially valuable for their customers
Service Offering
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
Service relationship management
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
Service Provisioning
consists of activities performed by a service provider to provide services
Service Consumption
consists of activities performed by a service consumer to consume services
Output
is a tangible or intangible deliverable of an activity
Outcome
is a result for a stakeholder enabled by one or more output
Costs
Refers to the amount of money spent on a specific activity or resource
Risks
Refers to possible events that could cause harm or loss, or make it more difficult to achieve objectives
Utility
The functionality offered by a product or service to meet a particular need
Warranty
The assurance that a product or service will meet agreed requirements
Process
A set of interrelated or interacting activities that transform inputs into outputs
4 Dimensions of Service Management
Organizations & people, Information & technology, partners & suppliers, and value streams & processes
Dimension 1 of Service Management: Organization & People
Culture, required staffing & competencies , roles & responsibilities, and formal organizational structure
Dimension 2 of Service Management: Information & Technology
Information and knowledge, technologies, and the relationships between the components
Dimension 3 of Service Management: Partners & Suppliers
service provider/service consumer relationship, organizations partner & supplier strategy, factors that influence supplier strategies, service integration & management
Value Stream
Series of steps to create and deliver services and value to service consumers
Dimension 4: Value Streams & Processes
Activities the organization undertakes, how the activities are organized, and how value is ensure for all stakeholders effectively and efficiently.
Service Value System (SVS)
Describes how all the components and activities of the organization work together as a system to enable value creation
Opportunities
Represents options or possibilities to add value for stakeholders or otherwise improve the organization
Demand
Is the need or desire for products or services among internal and external consumers
Components of the SVS (service value system)
Guiding Principals, Governance, service value chain, practices, continual improvement
The outcome of the service value system
value
Guiding Principals
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
Governance
Is the means by which an organization is directed and controlled
Practices
Sets of organizational resources designed for performing work or accomplishing an objective
Continual Improvement
Is recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders expectations.
Service Value Chain
an operating model that outlines the key activities required to respond to demand and facilitate value creation
Plan
This activity is to ensure a shared understanding of the vision, current status and improvement direction
Improve
this activity is to ensure continual improvement of products, services, and practices
Engage
This activity is to provide a good understanding of stakeholder needs
Design & Transition
This activity is to ensure that products & services continually meet stakeholder expectations for quality, cost and time to market
Obtain/Build
This activity is to ensure that service components are available when and where the are needed
Deliver & Support
This activity is to ensure that services are delivered and supported according to agreed specifications
7 Guiding Principals
Focus on value, start where you are, progress iteratively with feedback, collaborate & promote visibility, think & work holistically, keep it simple & practical, optimize & then automate
Practice
a set of organizational resources designed for performing work or accomplishing an objective
Process
a set of interrelated or interacting activities that transform inputs into outputs
General Management Practices
Continual improvement, information & security management, relationship management, supplier management
Service Management Practices
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
Technical Management Practice
Deployment management
Change enablement
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
Change
The addition, modification or removal of anything that could have a direct or indirect effect on services
Continual Improvement Practice
To align the organizations practices and services with changing business needs through ongoing improvement.
Continual Improvement Register
Database or structured document to track and manage improvement idea from identification through to final action
Information Security Management Practice
To protect the information needed by the organization to conduct its business
Relationship Management Practice
To estabis and nurture the links between the organization and its stakeholders at strategic and tactical levels
Supplier Management Practice
to ensure that the organizations suppliers and their performances are managed apropriately to support the seamless provision of quality products and services
Different Types of Changes
Standard (pre-authorized), Normal (scheduled), emergency (expedited)
Incident
an unplanned interruption to a service or reduction in the quality of a service
Incident Management Practice
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
IT Asset Management Practice
To plan and manage the full lifecycle of all IT assets to help the organization
IT Asset
Any financially valuable component that can contribute to the delivery of an IT product or service
Event
Any change of state that has significance for the management of a service or other configuration item
Monitoring and Even Management Practice
Manages events throughout their lifecycle in order ot prevent, minimize or eliminate their negative impact on the business
Problem Management Practice
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Problem
A cause or potential cause of one or more incidents
Known Error
A problem that has been analyzed and has not been resolved
Problem Managment
Problem identification, Problem Control, Error Control
Workaround
A solution that reduces or eliminate the impact of an incident or problem for which a full resolution is not yet available
Release Management Practice
Purpose is to make new and changed services and features available for use
Release
A version of a service or other configuration item or a collection of configuration items, that is made available for use
Service Configuration Management Practice
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)
Configuration Item
Any component that needs to be managed in order to deliver an IT service
Service Desk Practice
Is to capture demand for incident resolution and service requests (provides support for people and business)
Service Level Management Practice
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
SLA
A documented agreement between a service provider and a customer that identifies services required and the expected level of service
Service Request Management Pracitce
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
Deployment Management Practice
Is to move new or changed hardware, software, documentation, processes, or any other component to live environments
