ITILv4 Create Deliver Support Flashcards
1
Q
AIOps
A
Combines big data, analytics, and machine learning in IT operations. Collect all monitoring data in one place and use Machine Learning to detect patterns and abnormalities.
2
Q
Alert
A
A notification that an action needs to be taken, a threshold has been reached, something has changed, or a failure has occurred.
3
Q
Big Data
A
Large volumes of structured, semi-structured, and unstructured data.
4
Q
Change
A
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
5
Q
Change Authority
A
A person or group who authorizes changes based on the change type and model.
6
Q
Change Enablement
A
Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
7
Q
Change Model
A
A repeatable approach to the management of a particular type of change.
8
Q
Change Schedule
A
Used to show planned and historical changes so that you can plan changes, communicate changes clearly, avoid conflicts, and assign resources appropriately.
9
Q
Cognitive Platforms
A
An Element of Robotic Process Automation that can “understand” customers’ queries and perform tasks which previously required human intervention.
10
Q
Collaboration
A
Working with others to achieve common goals.
11
Q
Configuration Item
A
Any component that needs to be managed in order to deliver an IT service.
12
Q
Continual Improvement Practice
A
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.
13
Q
Continual Improvement Register
A
A register that maintains possible improvements.
14
Q
Continuous Delivery
A
An approach to software development in which software can be released to production at any time. Frequent deployments are possible, but deployment decisions are taken case by case, usually because organizations prefer a slower rate of deployment.
15
Q
Continuous Deployment
A
An approach to software development in which changes go through the pipelines and are automatically put into the production environment, enabling multiple production deployments per day. Continuous Deployment relies on Continuous Delivery.
16
Q
Continuous Improvement Model
A
A model for providing a structured approach for implementing improvements
17
Q
Continuous Integration
A
An approach to integrating, building, and testing code within the software development environment.
18
Q
Cooperation
A
Working with others to achieve your own goals.
19
Q
Cost
A
The amount of money spent on a specific activity or resource.
Can also be expressed in non-monetary terms (time spent, people allocated, etc).
20
Q
Cultural Fit
A
Ability of an employee to work comfortably in an environment that corresponds with their own beliefs, values, and needs.
21
Q
Culture
A
Values, beliefs, attitudes, and behaviors underpinning an organization. It impacts how people treat each other and how they work together towards a common goal.
22
Q
Customer
A
A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption.
23
Q
Customer Orientation
A
An approach to sales and customer relations in which staff focus on helping customers meet long-term needs and wants.
24
Q
Data
A
Information that has been translated into a form that is efficient for moving or processing.
25
Data Science
Examination of data sets to formulate conclusions.
26
Deployment Management Practice purpose
To move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
27
Design Thinking
A practical and human-centered approach that accelerates innovation. It is used by product and service designers as well as organizations to solve complex problems and find practical, creative solutions that meet the needs of the organization and its customers.
28
Emergency Change
A Change that must be implemented ASAP. The Assessment and Authorization can be expedited.
29
Enhanced and Intelligent Process Automation
An Element of Robotic Process Automation that focuses on automating tasks that works with unstructured data (ex. email and documents). This type of automation "learns from experience" and applies the "knowledge" it gathers to other situations.
30
Event
Any change of state that has significance for the management of a service or other configuration item. They are typically identified through notifications created by the service, configuration item, or a monitoring tool.
31
Exception Event
An event indicating that investigation and perhaps even attention is needed, because something is not right.
32
Four Dimensions of Service Management
Different perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of Products and Services.
The Four Dimensions include: Information Technology, Organizations and People, Partners and Suppliers, Value Streams and Processes.
33
Goods
Something that is transferred from the supplier to the consumer, and the consumer takes ownership of it.
34
Governance
The means by which an organization is directed and controlled (using policies and regulations).
35
Guiding Principles
One of the five (5) components of the Service Value System. They are ecommendations that can guide an organization in all circumstances. The (7) Guiding Principles include: Focus on Value, Start Where You Are, Progress Iteratively with Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep it Simple and Practical, Optimize and Automate.
36
Incident
An unplanned interruption to a service or reduction in the quality of a service.
37
Incident Management
The practice of minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.
38
Information
Data that has been transformed into meaningful insight, statistics, reports, forecasts, and recommendations.
39
Information Security Management
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information. (CIA)
It is about establishing policies, processes, behaviors, risk management, and controls in relation to authentication, authorization, encryption, and non-repudiation (i.e., it is not about setting up the infrastructure in a secure manner, it is about the establishment of policies and procedures).
40
Informational Event
An event for which is logged but for which no action is required.
41
Instructional Event
An event that indicates something specific needs to be done.
42
IT Asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
43
IT Asset Management
The practice of planning and managing the full lifecycle of all IT Assets.
44
ITIL
Framework for the management of IT-enabled Services to Co-create value and drive organizational success in the digital era.
45
Job
A position within an organization that is assigned to a specific person.
46
Knowledge Management Practice purpose
To maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization.
47
Known Error
A problem that has been analyzed but has not been resolved. Even if there is a Workaround, the problem remains in this state until it is resolved.
48
Known Error Database
Database that is maintained by the Problem Management Practice that contains all open Known Errors that can be used by the Service Desk to help with incidents.
49
Machine Learning (ML)
An applied form of AI allowing systems to “learn” and “improve” without human interactions.
50
Metric
A measure or calculation that is monitored or reported for management and improvement.
51
Monitoring
Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.
52
Monitoring and Event Management
The practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.
53
Normal Change
A change that needs to be scheduled, assessed, and authorized by following a defined process.
54
Omnichannel Communications
Unified communications across multiple channels based on sharing information across the channels and providing a seamless communication experience.
55
Organization
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
56
Outcome
A result for a stakeholder enabled by one or more outputs.
57
Output
A Tangible or intangible deliverable of an activity. Something that occurs by carrying out an activity that contributes to the achievement of an outcome.
58
Pipeline
Set of tools, integrations, practices, and guardrails which allow a continuous and substantially automated flow of changes, from their initial design and development through to deployment into production.
59
Practice Success Factors
A complex functional component of a practice that is required for the Practice to fulfill its purpose.
60
Practices
A set of organizational resources designed for performing work or accomplishing an objective.
Three Categories: General Mgmt, Service Mgmt, Technical Mgmt
61
Prioritization
An action of selecting tasks to work on first when it is impossible to assign resources to all tasks in the backlog.
62
Proactive Problem Management
To prevent incidents from occurring the first time.
63
Problem
A cause, or potential cause, of prior, current, or future incidents.
64
Problem Management
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
65
Process Automation
An element of Robotic Process Automation that focuses on automating tasks that depend on structured data (ex. Spreadsheets).
66
Product
A configuration of an organization’s resources designed to offer value for a customer. Can be used by one or more service offerings.
67
Reactive Problem Management
To prevent incidents from recurring and may help to resolve open incidents.
68
Relationship Management
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
69
Release
A version of a service or other configuration item, or a collection of Configuration Items, that is made available for use.
70
Release Management
The Practice of making new and changed services and features available for use.
71
Release Management Practice purpose
To make new and changed services available for use.
72
Release Unit
A pre-defined set of configuration items or parts of configuration items that is the basic size to be included into a release.
73
Resource
Something you own or have access to.
74
Risk
A possible event that could cause harm or loss or make it more difficult to achieve objectives.
Consumers can contribute to risk reduction by making sure they communicate their requirements and constraints clearly.
75
Robotic Process Automation (RPA)
Use of Software robots (bots) to perform manually intensive, repetitive and mundane tasks.
76
Role
Set of responsibilities, activities, and authorizations granted to a pseron or team, in a specific context.
77
Servant Leadership
Leadership that is focused on the explicit support of people in their roles.
78
Service
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.
Services are based upon one or more products.
79
Service Actions
Actions performed by the provider to support the needs of the consumer.
80
Service Configuration Management
The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.
81
Service Consumer
An organization that uses the services provided to them by another organization within their own organization or external to their organization.
There are three different types of Service Consumers: Customers, Users, & Sponsors.
82
Service Consumption
Activities performed by an organization to consume services and/or goods.
83
Service Design Practice Purpose
To design products and services that are fit for purpose and use, and that can be delivered by the organization and its ecosystem. This includes planning and organizing people, partners and suppliers, information, communication, technology, and practices for new or changed products and services, and the interaction between the organization and its customers.
84
Service Desk
The practice of capturing demand for incident resolution and service requests. It should also be the entry point of contact for the service provider for all users.
85
Service Empathy
The ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of another party in order to establish, maintain, and improve the service relationship.
86
Service Empathy
The ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of another party in order to establish, maintain, and improve the service relationship.
87
Service Level Agreement
A document that details the service performance requirements in order to meet the needs/outcomes of the stakeholders.
Agreement that defines expected quality, service offerings, proposed value.
88
Service Level Management
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
89
Service Management
Concept that enables an organization to maximize business value from the use of information technology.
Definition: A set of specialized organizational capabilities for enabling value for customers in the form of services.
90
Service Mindset
Define’s an organization’s behavior in service relationships – includes shared values and the adopted guiding principles of an organization.
91
Service Offering
A formal description of one or more services, designed to address the needs of a target consumer group.
92
Service Provider
An organization that delivers services to consumers within its own organization or external to its own organization.
93
Service Provisioning
Activities performed by an organization to provide services and/or goods.
94
Service Relationship
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
95
Service Relationship Management
Joint activities performed by a Service Provider and a Service Consumer to ensure continual value co-creation based on agreed and available service offerings.
96
Service Request
A request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
97
Service Request Management
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
98
Service Validation & Testing purpose
To ensure that new or changed products and services meet defined requirements.
99
Service Value Chain
One of the five (5) components of the Service Value System. It is An operating model for service providers that covers all the key activities required to effectively manage products and services. It includes: Plan, Engage, Design, Obtain/Build, Deliver, Improve.
100
Service Value Stream
Specific combinations of Service Value Chain activities coupled with various Practices to accomplish an objective.
101
Service Value System (SVS)
A model for representing how all of the components and activities of an organization work together to facilitate value creation.
Five (5) Components include: Guiding Principles, Continual Improvement, Governance, Practices, Service Value Chain.
Six (6) Activities include: Plan, Engage, Design & Transition, Obtain/Build, Deliver & Support, Improve.
102
Seven (7) Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
103
Shift Left
An approach to managing work that focuses on moving activities closer to the source of the work, to avoid potentially expensive delays or escalations.
104
Software Development & Management Practice purpose
To ensure that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability.
105
Sponsor
A role that authorizes budget for service consumption.
106
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
107
Standard Change
A pre-defined, pre-approved, low-risk common change that follows a well-defined procedure.
108
Swarming
A technique for solving various complex tasks. In swarming, multiple people with different areas of expertise work together on a task until it becomes clear which competencies are the most relevant and needed.
109
Task Priority
The importance of a task relative to other tasks.
110
Threshold
The value of a metric that triggers a pre-defined response.
111
Toil
Work that includes some or all of the following characteristics: manual, repetitive, automatable, non-strategic, and linearly scaling.
112
User
A role that uses services.
113
Utility
The functionality offered by a product or service to meet a particular need (fit for purpose).
114
Value
Perceived benefits, usefulness, and importance of something – from the stakeholder’s perspective.
115
Value Leakage
* User is unable to derive maximum value from the sub-optimal product/service.
* When the value system between provider and business partner is misaligned; opportunities to create value are missed, provider solutions fail to fully meet the needs of the opportunity, the solution is deployed or operated in a suboptimal way.
116
Warning Event
An event that suspects something might be wrong.
117
Warranty
Assurance that a product or service will meet agreed requirements (fit for use via SLA).
118
Workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
119
Workforce Planning and Management purpose
To enable the organization, leaders, and Managers to focus on creating an effective and actionable people strategy (analyzing he current workforce, determining future workforce needs, identifying the gap between the present and the future, and implementing solutions) so that the organization can achieve its missions, goals, and strategic objectives.
