ITILv4 MSF Flashcards
ITILv4 Monitor Support and Fulfill
1
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.
2
Q
Change
A
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
3
Q
Change Authority
A
A person or group who authorizes changes based on the change type and model.
4
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.
5
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.
6
Q
Configuration Item
A
Any component that needs to be managed in order to deliver an IT service.
7
Q
Contextual Intelligence
A
When a Practice has taken into account all of the surrounding datapoints that are relevent for and/or contribute to the event, incident, or service request.
8
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.
9
Q
Continual Improvement Register
A
A register that maintains possible improvements.
10
Q
Continuous Improvement Model
A
A model for providing a structured approach for implementing improvements
11
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).
12
Q
Customer
A
A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption.
13
Q
Emergency Change
A
A Change that must be implemented ASAP. The Assessment and Authorization can be expedited.
14
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.
15
Q
Event Aggregation
A
Process of taking multiple alerts and processing them as one notification.
16
Q
Event Correlation
A
Process of identifying the relationship between multiple notifications
17
Q
Event Filtering
A
Noftifications are not generated on every message.
18
Q
Exception Event
A
An event indicating that investigation and perhaps even attention is needed, because something is not right.
19
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.
The Four Dimensions include: Information Technology, Organizations and People, Partners and Suppliers, Value Streams and Processes.
20
Q
Goods
A
Something that is transferred from the supplier to the consumer, and the consumer takes ownership of it.
21
Q
Governance
A
The means by which an organization is directed and controlled (using policies and regulations).
22
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. 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.
23
Q
Incident
A
An unplanned interruption to a service or reduction in the quality of a service.
24
Q
Incident Handling and Resolution Process
A
Incident Detection –> Incident Registration –> Incident Classification –> Incident Diagnosis –> Incident Resolution –> Incident Closure
25
Incident Management
The practice of minimizing the negative impact of incidents by restoring normal service operations as quickly as possible.
26
Incident Manager
A dedicated person or team responsible for all or many incidents, or the owner/manager of the affected product, service, or Configuration Item.
27
Incident Model
A repeatable approach to the management of a particular type of incident.
28
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).
29
Informational Event
An event which is logged but for which no action is required.
30
Instructional Event
An event that indicates something specific needs to be done.
31
IT Asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
32
IT Asset Management
The practice of planning and managing the full lifecycle of all IT Assets.
33
ITIL
Framework for the management of IT-enabled Services to Co-create value and drive organizational success in the digital era.
34
ITIL Maturity Model Level 1
ITIL Maturity Model Level that says the practice is not well organized; performance is initial/intuitive. It may occasionally or partially achieve its purpose through an incomplete set of activities.
35
ITIL Maturity Model Level 2
ITIL Maturity Model Level that says the practice systematically achieves its purpose through a basic set of activities supported by specialized resources.
36
ITIL Maturity Model Level 3
ITIL Maturity Model Level that says the practice is well defined and achieves its purpose in an organized way, using dedicated resources and relying on inputs from other practices that are integrated into a service management system.
37
ITIL Maturity Model Level 4
ITIL Maturity Model Level that says the practice achieves its purpose in a highly organized way, and its performance is continually measured and assessed in the context of the service management system.
38
ITIL Maturity Model Level 5
ITIL Maturity Model Level that says the practice is continually improving organizational capabilities associated with its purpose.
39
Known Error
A problem that has been analyzed but has not been resolved.
40
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.
41
LACMT Model
L: Leader Decision-making (Delegating, overseeing other activities, providing incentives and motivation, and evaluating outcomes).
A: Administrator (Assigning and prioritizing tasks, record-keeping, ongoing reporting, and initiating basic improvements).
C: Coordinator / Communicator (Coordinating multiple parties, maintaining communication between stakeholders, and running awareness campaigns).
M: Methods and Techniques Expert (Designing and implementing work techniques, documenting procedures, consulting on processes, work analysis, and continual improvement).
T: Technical Expert (Providing technical (IT) expertise and conducting expertise-based assignments).
42
Major Incident
An incident with significant business impact, requiring an immediate, coordinated resolution.
43
Metric
A measure or calculation that is monitored or reported for management and improvement.
44
Models
Units of work that can be put together in groups that perform or are managed in a similar fashion
45
Moment of Truth
Any episode in which the customer or user comes into contact with an aspect of the organization and gets an impression of the quality of its service. It is the basis for setting and fulfilling client expectations and ultimately achieving client satisfaction.
46
Monitoring
Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.
47
Monitoring and Event Management
The practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.
48
Normal Change
A change that needs to be scheduled, assessed, and authorized by following a defined process.
49
Omnichannel Communications
Unified communications across multiple channels based on sharing information across the channels and providing a seamless communication experience.
50
Organization
A person or group of people that has it own functions with responsibilities, authorities, and relationships to achieve its objectives.
51
Outcome
A result for a stakeholder enabled by one or more outputs.
52
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.
53
Phases of Problem Management
Problem Identification --> Problem Control --> Error Control
54
Practice Success Factors
A complex functional component of a practice that is required for the Practice to fulfill its purpose.
55
Practice Success Factors for Incident Management
1. Detect incidents early
2. Resolve incidents quickly and effectively
3. Continually improve Incident Management Practice
56
Practice Success Factors for Monitoring and Event Management
1. Establish and maintain approaches/models that describe the types of events and monitoring capabilities needed to detect them.
2. Ensure that timely, relevant, and sufficient monitoring data is available to stakeholders.
3. Ensure the events are detected, interpreted, and acted upon as quickly as possible if necessary.
57
Practice Success Factors for Problem Management
1. Identify and understand problems and their impact on services.
2. Optimize problem resolution and mitigation.
58
Practice Success Factors for Service Request Management
1. Ensure that the Service Request Fulfillment procedures for all services are optimized.
2. Ensure that all Service Requests are fulfilled according to the agreed procedures and to user satisfaction.
59
Practice Success Factors for the Service Desk
1. Enable and continually improve effective, efficient, and convenient communications between the service provider and its users.
2. Enable the effective integration of user communications into value streams.
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
Problem Management that focuses on identifying problems BEFORE they cause any Incidents. The goal is to minimize the probability and/or impact of incidents by assessing the risk of the issue and developing an appropriate response.
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
Problem Model
A model defined and used to manage different types of problems effectively and efficiently.
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
Purpose of Problem Management Error Control Phase
Identification of the best course of action for the known error, planning and implementation of problem solutions or periodic control of known errors, and Planning, communication, & implementation of the Problem Workarounds.
68
Purpose of Problem Management Problem Control Phase
Understand the impact of a Problem by investigating and analyzing it, and identify the most appropriate owner for each Error.
69
Purpose of Problem Management Problem Identification Phase
Assess the potential impact of errors and vulnerabilities to decide whether they are worth an investigation.
70
Reactive Problem Management
Problem Management that focuses on investigating the causes of incidents that have already happened. The goal is to prevent reoccurrences of an issue by analyzing symptoms and trying to identify causes.
71
Relationship Management
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
72
Release
A version of a service or other configuration item, or a collection of Configuration Items, that is made available for use.
73
Release Management
The Practice of making new and changed services and features available for use.
74
Remediation
An error was found and actions were taken that reduce the effect of the error (ex. minimize the likelihood of experiencing an incident as a result of the error).
75
Request Catalog
A view of the Service Catalog providing details on Service Requests for existing and new services, which is made available to the user.
76
Resolution
An error was found, and it was addressed in a way such that the error will not occur again.
77
Resource
Something you own or have access to.
78
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.
79
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.
They are based upon one or more products.
80
Service Actions
Actions performed by the provider to support the needs of the consumer.
81
Service Catalog
Listing and Description of all services offered by a Service Provider.
82
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.
83
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: Customers, Users, & Sponsors.
84
Service Consumption
Activities performed by an organization to consume services and/or goods.
85
Service Desk
The practice of capturing demand for incident resolution and service requests. It should also be the single point of contact for all users.
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 Health-Model
An end-to-end map of all the components in a Service including what needs to be monitored in order to show that those components are working effectively to support the Service.
88
Service Integration and Management (SIAM)
An approach whereby organizations manage and integrate multiple suppliers in a value stream
89
Service Level Agreement
A document that details the service performance requirements in order to meet the needs/outcomes of the stakeholders.
90
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.
91
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.
92
Service Offering
A formal description of one or more services, designed to address the needs of a target consumer group.
93
Service Provider
An organization that delivers services to consumers within its own organization or external to its own organization.
94
Service Provisioning
Activities performed by an organization to provide services and/or goods.
95
Service Relationship
A cooperation between a service provider and service consumer. They include service provision, service consumption, and service relationship management.
96
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.
97
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.
98
Service Request Lifecycle
Submission --> Assessment and Assignment --> Fulfillment --> Process-tracking and Potential Escalation --> Closure and Evaluation --> Follow-up
99
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.
100
Service Request Model
A repeatable predefined approach to the fulfillment of a particular type of Service Request.
101
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).
102
Service Value Stream
A series of steps an organization undertakes to create and deliver products and services to customers.
103
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.
104
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.
105
Shift Left
An approach to managing work that focuses on moving activities closer to the source of the work, in order to avoid potentially expensive delays or escalations.
106
Sponsor
A role that authorizes budget for service consumption.
107
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
108
Standard Change
A pre-defined, pre-approved, low-risk common change that follows a well-defined procedure.
109
Swarming
A technique for solving various complex tasks. Multiple people with different areas of expertise work together on a task until it becomes clear which competencies are the most relevant and needed.
110
Task Priority
The importance of a task relative to other tasks.
111
Technical Debt
The total rework backlog accumulated by choosing workarounds instead of systemic solutions that would take longer.
112
Threshold
The value of a metric that triggers a pre-defined response.
113
User
A role that uses services.
114
Utility
The functionality offered by a product or service to meet a particular need (fit for purpose).
115
Value
Perceived benefits, usefulness, and importance of something – from the stakeholder’s perspective.
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 reduce the likelihood of incidents.
119
Systemic Solution
A solution applied to a system - where an issue is identified and fixed in the system in question. It does not necessarily fix the underlying problem. It essentially masks the issue from occurring in the system in question.
