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ITILv4 Foundations > ITILv4 Definitions > Flashcards

ITILv4 Definitions Flashcards

1
Q

Change

A

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

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2
Q

Change Authority

A

A person or group who authorizes changes based on the change type and model.

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3
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.

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4
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.

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5
Q

Configuration Item

A

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

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6
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.

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7
Q

Continual Improvement Register

A

A register that maintains possible improvements.

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8
Q

Continuous Improvement Model

A

A model for providing a structured approach for implementing improvements

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9
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).

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10
Q

Customer

A

A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption.

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11
Q

Emergency Change

A

A Change that must be implemented ASAP. The Assessment and Authorization can be expedited.

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12
Q

Event

A

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.

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13
Q

Four Dimensions of Service Management

A

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.

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14
Q

Goods

A

Something that is transferred from the supplier to the consumer, and the consumer takes ownership of it.

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15
Q

Governance

A

The means by which an organization is directed and controlled (using policies and regulations).

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16
Q

Guiding Principles

A

One of the five (5) components of the Service Value System. They are recommendations that can guide an organization in all circumstances.

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17
Q

Incident

A

An unplanned interruption to a service or reduction in the quality of a service.

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18
Q

Incident Management

A

The practice of minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.

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19
Q

Information Security Management

A

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).

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20
Q

IT Asset

A

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

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21
Q

IT Asset Management

A

The practice of planning and managing the full lifecycle of all IT Assets.

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22
Q

ITIL

A

Framework for the management of IT-enabled Services to Co-create value and drive organizational success in the digital era.

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23
Q

Known Error

A

A problem that has been analyzed but has not been resolved.

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24
Q

Known Error Database

A

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.

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25
Q

Monitoring and Event Management

A

The practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.

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26
Q

Normal Change

A

A change that needs to be scheduled, assessed, and authorized by following a defined process.

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27
Q

Organization

A

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

28
Q

Outcome

A

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

29
Q

Output

A

A Tangible or intangible deliverable of an activity. Something that occurs by carrying out an activity that contributes to the achievement of an outcome.

30
Q

Practices

A

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

Three Categories: General Mgmt, Service Mgmt, Technical Mgmt

31
Q

Problem

A

A cause, or potential cause, of prior, current, or future incidents.

32
Q

Problem Management

A

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

33
Q

Product

A

A configuration of an organization’s resources designed to offer value for a customer. Can be used by one or more service offerings.

34
Q

Relationship Management

A

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

35
Q

Release

A

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

36
Q

Release Management

A

The Practice of making new and changed services and features available for use.

37
Q

Resource

A

Something you own or have access to.

38
Q

Risk

A

A possible event that could cause harm or loss or make it more difficult to achieve objectives.

39
Q

Service

A

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.

Based upon one or more products.

40
Q

Service Actions

A

Actions performed by the provider to support the needs of the consumer.

41
Q

Service Configuration Management

A

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.

42
Q

Service Consumer

A

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.

43
Q

Service Consumption

A

Activities performed by an organization to consume services and/or goods.

44
Q

Service Desk

A

The practice of capturing demand for incident resolution and service requests.

45
Q

Service Level Agreement

A

A document that details the service performance requirements in order to meet the needs/outcomes of the stakeholders.

46
Q

Service Level Management

A

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.

47
Q

Service Management

A

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

48
Q

Service Offering

A

A formal description of one or more services, designed to address the needs of a target consumer group.

49
Q

Service Provider

A

An organization that delivers services to consumers within its own organization or external to its own organization.

50
Q

Service Provisioning

A

Activities performed by an organization to provide services and/or goods.

51
Q

Service Relationship

A

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

52
Q

Service Relationship Management

A

Joint activities performed by a Service Provider and a Service Consumer to ensure continual value co-creation based on agreed and available service offerings.

53
Q

Service Request Management

A

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.

54
Q

Service Value Chain

A

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).

55
Q

Service Value Stream

A

Specific combinations of Service Value Chain activities coupled with various Practices to accomplish an objective.

56
Q

Service Value System (SVS)

A

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

57
Q

Seven (7) Guiding Principles

A

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

58
Q

Sponsor

A

A role that authorizes budget for service consumption.

59
Q

Stakeholder

A

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

60
Q

Standard Change

A

A pre-defined, pre-approved, low-risk common change that follows a well-defined procedure.

61
Q

User

A

A role that uses services.

62
Q

Utility

A

The functionality offered by a product or service to meet a particular need (fit for purpose).

63
Q

Value

A

Perceived benefits, usefulness, and importance of something – from the stakeholder’s perspective.

64
Q

Warranty

A

Assurance that a product or service will meet agreed requirements (fit for use via SLA).

65
Q

Workaround

A

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

66
Q

Service Request

A

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.

ITILv4 Foundations (1 decks)

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