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ITIL Glossary > Service Design > Flashcards

Service Design Flashcards

1
Q

agreed service time (AST)

A

(ITIL Service Design) A synonym for service hours, commonly used in formal calculations of availability. See also downtime.

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2
Q

application portfolio

A

(ITIL Service Design) A database or structured document used to manage applications throughout their lifecycle. The application portfolio contains key attributes of all applications. The application portfolio is sometimes implemented as part of the service portfolio, or as part of the configuration management system.

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3
Q

application service provider (ASP)

A

(ITIL Service Design) An external service provider that provides IT services using applications running at the service provider’s premises. Users access the applications by network connections to the service provider.

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4
Q

application sizing

A

(ITIL Service Design) The activity responsible for understanding the resource requirements needed to support a new application, or a major change to an existing application. Application sizing helps to ensure that the IT service can meet its agreed service level targets for capacity and performance.

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5
Q

architecture

A

(ITIL Service Design) The structure of a system or IT service, including the relationships of components to each other and to the environment they are in. Architecture also includes the standards and guidelines that guide the design and evolution of the system.

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6
Q

availability

A

(ITIL Service Design) Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime. It is best practice to calculate availability of an IT service using measurements of the business output.

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7
Q

availability management (AM)

A

(ITIL Service Design) The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability. See also availability management information system.

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8
Q

availability management information system (AMIS)

A

(ITIL Service Design) A set of tools, data and information that is used to support availability management. See also service knowledge management system.

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9
Q

availability plan

A

(ITIL Service Design) A plan to ensure that existing and future availability requirements for IT services can be provided cost-effectively.

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10
Q

backup

A

(ITIL Service Design) (ITIL Service Operation) Copying data to protect against loss of integrity or availability of the original.

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11
Q

brainstorming

A

(ITIL Service Design) (ITIL Service Operation) A technique that helps a team to generate ideas. Ideas are not reviewed during the brainstorming session, but at a later stage. Brainstorming is often used by problem management to identify possible causes.

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12
Q

business continuity management (BCM)

A

(ITIL Service Design) The business process responsible for managing risks that could seriously affect the business. Business continuity management safeguards the interests of key stakeholders, reputation, brand and value-creating activities. The process involves reducing risks to an acceptable level and planning for the recovery of business processes should a disruption to the business occur. Business continuity management sets the objectives, scope and requirements for IT service continuity management.

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13
Q

business continuity plan (BCP)

A

(ITIL Service Design) A plan defining the steps required to restore business processes following a disruption. The plan also identifies the triggers for invocation, people to be involved, communications etc. IT service continuity plans form a significant part of business continuity plans.

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14
Q

capacity

A

(ITIL Service Design) The maximum throughput that a configuration item or IT service can deliver. For some types of CI, capacity may be the size or volume – for example, a disk drive.

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15
Q

capacity management information system (CMIS)

A

(ITIL Service Design) A set of tools, data and information that is used to support capacity management. See also service knowledge management system.

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16
Q

capacity plan

A

(ITIL Service Design) A plan used to manage the resources required to deliver IT services. The plan contains details of current and historic usage of IT services and components, and any issues that need to be addressed (including related improvement activities). The plan also contains scenarios for different predictions of business demand and costed options to deliver the agreed service level targets.

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17
Q

capacity planning

A

(ITIL Service Design) The activity within capacity management responsible for creating a capacity plan.

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18
Q

confidentiality

A

(ITIL Service Design) A security principle that requires that data should only be accessed by authorized people.

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19
Q

continuous availability

A

(ITIL Service Design) An approach or design to achieve 100% availability. A continuously available IT service has no planned or unplanned downtime.

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20
Q

continuous operation

A

(ITIL Service Design) An approach or design to eliminate planned downtime of an IT service. Note that individual configuration items may be down even though the IT service is available.

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21
Q

customer-facing service

A

(ITIL Service Design) An IT service that is visible to the customer. These are normally services that support the customer’s business processes and facilitate one or more outcomes desired by the customer. All live customer-facing services, including those available for deployment, are recorded in the service catalogue along with customer-visible information about deliverables, prices, contact points, ordering and request processes. Other information such as relationships to supporting services and other CIs will also be recorded for internal use by the IT service provider.

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22
Q

demand management

A

(ITIL Service Design) (ITIL Service Strategy) The process responsible for understanding, anticipating and influencing customer demand for services. Demand management works with capacity management to ensure that the service provider has sufficient capacity to meet the required demand. At a strategic level, demand management can involve analysis of patterns of business activity and user profiles, while at a tactical level, it can involve the use of differential charging to encourage customers to use IT services at less busy times, or require short-term activities to respond to unexpected demand or the failure of a configuration item.

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23
Q

design

A

(ITIL Service Design) An activity or process that identifies requirements and then defines a solution that is able to meet these requirements. See also service design.

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24
Q

design coordination

A

(ITIL Service Design) The process responsible for coordinating all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.

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25
Q

development

A

(ITIL Service Design) The process responsible for creating or modifying an IT service or application ready for subsequent release and deployment. Development is also used to mean the role or function that carries out development work. This process is not described in detail within the core ITIL publications.

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26
Q

development environment

A

(ITIL Service Design) An environment used to create or modify IT services or applications. Development environments are not typically subjected to the same degree of control as test or live environments. See also development.

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27
Q

downtime

A

(ITIL Service Design) (ITIL Service Operation) The time when an IT service or other configuration item is not available during its agreed service time. The availability of an IT service is often calculated from agreed service time and downtime.

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28
Q

fast recovery

A

(ITIL Service Design) A recovery option that is also known as hot standby. Fast recovery normally uses a dedicated fixed facility with computer systems and software configured ready to run the IT services. Fast recovery typically takes up to 24 hours but may be quicker if there is no need to restore data from backups.

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29
Q

fault tolerance

A

(ITIL Service Design) The ability of an IT service or other configuration item to continue to operate correctly after failure of a component part. See also countermeasure; resilience.

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30
Q

fixed facility

A

(ITIL Service Design) A permanent building, available for use when needed by an IT service continuity plan. See also portable facility; recovery option.

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31
Q

gradual recovery

A

(ITIL Service Design) A recovery option that is also known as cold standby. Gradual recovery typically uses a portable or fixed facility that has environmental support and network cabling, but no computer systems. The hardware and software are installed as part of the IT service continuity plan. Gradual recovery typically takes more than three days, and may take significantly longer.

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32
Q

high availability

A

(ITIL Service Design) An approach or design that minimizes or hides the effects of configuration item failure from the users of an IT service. High availability solutions are designed to achieve an agreed level of availability and make use of techniques such as fault tolerance, resilience and fast recovery to reduce the number and impact of incidents.

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33
Q

immediate recovery

A

(ITIL Service Design) A recovery option that is also known as hot standby. Provision is made to recover the IT service with no significant loss of service to the customer. Immediate recovery typically uses mirroring, load balancing and split-site technologies.

34
Q

information security management (ISM)

A

(ITIL Service Design) The process responsible for ensuring that the confidentiality, integrity and availability of an organization’s assets, information, data and IT services match the agreed needs of the business. Information security management supports business security and has a wider scope than that of the IT service provider, and includes handling of paper, building access, phone calls etc. for the entire organization. See also security management information system.

35
Q

information security management system (ISMS)

A

(ITIL Service Design) The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization can achieve its information security management objectives. See also security management information system.

36
Q

information security policy

A

(ITIL Service Design) The policy that governs the organization’s approach to information security management.

37
Q

integrity

A

(ITIL Service Design) A security principle that ensures data and configuration items are modified only by authorized personnel and activities. Integrity considers all possible causes of modification, including software and hardware failure, environmental events, and human intervention.

38
Q

intermediate recovery

A

(ITIL Service Design) A recovery option that is also known as warm standby. Intermediate recovery usually uses a shared portable or fixed facility that has computer systems and network components. The hardware and software will need to be configured, and data will need to be restored, as part of the IT service continuity plan. Typical recovery times for intermediate recovery are one to three days.

39
Q

invocation

A

(ITIL Service Design) Initiation of the steps defined in a plan – for example, initiating the IT service continuity plan for one or more IT services.

40
Q

IT service continuity management (ITSCM)

A

(ITIL Service Design) The process responsible for managing risks that could seriously affect IT services. IT service continuity management ensures that the IT service provider can always provide minimum agreed service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services. IT service continuity management supports business continuity management.

41
Q

IT service continuity plan

A

(ITIL Service Design) A plan defining the steps required to recover one or more IT services. The plan also identifies the triggers for invocation, people to be involved, communications etc. The IT service continuity plan should be part of a business continuity plan.

42
Q

IT steering group (ISG)

A

(ITIL Service Design) (ITIL Service Strategy) A formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned. An IT steering group includes senior representatives from the business and the IT service provider. Also known as IT strategy group or IT steering committee.

43
Q

maintainability

A

(ITIL Service Design) A measure of how quickly and effectively an IT service or other configuration item can be restored to normal working after a failure. Maintainability is often measured and reported as MTRS. Maintainability is also used in the context of software or IT service development to mean ability to be changed or repaired easily.

44
Q

management information system (MIS)

A

(ITIL Service Design) A set of tools, data and information that is used to support a process or function. Examples include the availability management information system and the supplier and contract management information system. See also service knowledge management system.

45
Q

mean time between failures (MTBF)

A

(ITIL Service Design) A metric for measuring and reporting reliability. MTBF is the average time that an IT service or other configuration item can perform its agreed function without interruption. This is measured from when the configuration item starts working, until it next fails.

46
Q

mean time between service incidents (MTBSI)

A

(ITIL Service Design) A metric used for measuring and reporting reliability. It is the mean time from when a system or IT service fails, until it next fails. MTBSI is equal to MTBF plus MTRS.

47
Q

middleware

A

(ITIL Service Design) Software that connects two or more software components or applications. Middleware is usually purchased from a supplier, rather than developed within the IT service provider. See also commercial off the shelf.

48
Q

percentage utilization

A

(ITIL Service Design) The amount of time that a component is busy over a given period of time. For example, if a CPU is busy for 1,800 seconds in a one-hour period, its utilization is 50%.

49
Q

planned downtime

A

(ITIL Service Design) Agreed time when an IT service will not be available. Planned downtime is often used for maintenance, upgrades and testing. See also change window; downtime.

50
Q

portable facility

A

(ITIL Service Design) A prefabricated building, or a large vehicle, provided by a third party and moved to a site when needed according to an IT service continuity plan. See also fixed facility; recovery option.

51
Q

project management office (PMO)

A

(ITIL Service Design) (ITIL Service Strategy) A function or group responsible for managing the lifecycle of projects. See also charter; project portfolio.

52
Q

project portfolio

A

(ITIL Service Design) (ITIL Service Strategy) A database or structured document used to manage projects throughout their lifecycle. The project portfolio is used to coordinate projects and ensure that they meet their objectives in a cost-effective and timely manner. In larger organizations, the project portfolio is typically defined and maintained by a project management office. The project portfolio is important to service portfolio management as new services and significant changes are normally managed as projects. See also charter.

53
Q

RACI

A

(ITIL Service Design) A model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted and informed.

54
Q

reciprocal arrangement

A

(ITIL Service Design) A recovery option. An agreement between two organizations to share resources in an emergency – for example, high- speed printing facilities or computer room space.

55
Q

recovery

A

(ITIL Service Design) (ITIL Service Operation) Returning a configuration item or an IT service to a working state. Recovery of an IT service often includes recovering data to a known consistent state. After recovery, further steps may be needed before the IT service can be made available to the users (restoration).

56
Q

recovery option

A

(ITIL Service Design) A strategy for responding to an interruption to service. Commonly used strategies are manual workaround, reciprocal arrangement, gradual recovery, intermediate recovery, fast recovery, and immediate recovery. Recovery options may make use of dedicated facilities or third-party facilities shared by multiple businesses.

57
Q

recovery point objective (RPO)

A

(ITIL Service Design) (ITIL Service Operation) The maximum amount of data that may be lost when service is restored after an interruption. The recovery point objective is expressed as a length of time before the failure. For example, a recovery point objective of one day may be supported by daily backups, and up to 24 hours of data may be lost. Recovery point objectives for each IT service should be negotiated, agreed and documented, and used as requirements for service design and IT service continuity plans.

58
Q

recovery time objective (RTO)

A

(ITIL Service Design) (ITIL Service Operation) The maximum time allowed for the recovery of an IT service following an interruption. The service level to be provided may be less than normal service level targets. Recovery time objectives for each IT service should be negotiated, agreed and documented. See also business impact analysis.

59
Q

redundancy

A

(ITIL Service Design) Use of one or more additional configuration items to provide fault tolerance. The term also has a generic meaning of obsolescence, or no longer needed.

60
Q

requirement

A

(ITIL Service Design) A formal statement of what is needed – for example, a service level requirement, a project requirement or the required deliverables for a process. See also statement of requirements.

61
Q

resilience

A

(ITIL Service Design) The ability of an IT service or other configuration item to resist failure or to recover in a timely manner following a failure. For example, an armored cable will resist failure when put under stress. See also fault tolerance.

62
Q

return to normal

A

(ITIL Service Design) The phase of an IT service continuity plan during which full normal operations are resumed. For example, if an alternative data center has been in use, then this phase will bring the primary data center back into operation, and restore the ability to invoke IT service continuity plans again.

63
Q

security management information system (SMIS)

A

(ITIL Service Design) A set of tools, data and information that is used to support information security management. The security management information system is part of the information security management system. See also service knowledge management system.

64
Q

service catalogue

A

(ITIL Service Design) (ITIL Service Strategy) A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. See also customer agreement portfolio; service catalogue management.

65
Q

service catalogue management

A

(ITIL Service Design) The process responsible for providing and maintaining the service catalogue and for ensuring that it is available to those who are authorized to access it.

66
Q

service charter

A

(ITIL Service Design) (ITIL Service Strategy) A document that contains details of a new or changed service. New service introductions and significant service changes are documented in a charter and authorized by service portfolio management. Service charters are passed to the service design lifecycle stage where a new or modified service design package will be created. The term charter is also used to describe the act of authorizing the work required by each stage of the service lifecycle with respect to the new or changed service. See also change proposal; service portfolio; service catalogue.

67
Q

service design

A

(ITIL Service Design) A stage in the lifecycle of a service. Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: design coordination, service catalogue management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management. Although these processes are associated with service design, most processes have activities that take place across multiple stages of the service lifecycle. See also design.

68
Q

service design package (SDP)

A

(ITIL Service Design) Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change or IT service retirement.

69
Q

service failure analysis (SFA)

A

(ITIL Service Design) A technique that identifies underlying causes of one or more IT service interruptions. Service failure analysis identifies opportunities to improve the IT service provider’s processes and tools, and not just the IT infrastructure. It is a time-constrained, project-like activity, rather than an ongoing process of analysis.

70
Q

service hours

A

(ITIL Service Design) An agreed time period when a particular IT service should be available. For example, ‘Monday–Friday 08:00 to 17:00 except public holidays’. Service hours should be defined in a service level agreement.

71
Q

service level management (SLM)

A

(ITIL Service Design) The process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements.

72
Q

service option

A

(ITIL Service Design) (ITIL Service Strategy) A choice of utility and warranty offered to customers by a core service or service package. Service options are sometimes referred to as service level packages.

73
Q

single point of failure (SPOF)

A

(ITIL Service Design) Any configuration item that can cause an incident when it fails, and for which a countermeasure has not been implemented. A single point of failure may be a person or a step in a process or activity, as well as a component of the IT infrastructure. See also failure.

74
Q

standby

A

(ITIL Service Design) Used to refer to resources that are not required to deliver the live IT services, but are available to support IT service continuity plans. For example, a standby data center may be maintained to support hot standby, warm standby or cold standby arrangements.

75
Q

statement of requirements (SOR)

A

(ITIL Service Design) A document containing all requirements for a product purchase, or a new or changed IT service. See also terms of reference.

76
Q

terms of reference (TOR)

A

(ITIL Service Design) A document specifying the requirements, scope, deliverables, resources and schedule for a project or activity.

77
Q

throughput

A

(ITIL Service Design) A measure of the number of transactions or other operations performed in a fixed time – for example, 5,000 e-mails sent per hour, or 200 disk I/Os per second.

78
Q

underpinning contract (UC)

A

(ITIL Service Design) A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements.

79
Q

urgency

A

(ITIL Service Design) (ITIL Service Transition) A measure of how long it will be until an incident, problem or change has a significant impact on the business. For example, a high-impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign priority.

80
Q

usability

A

(ITIL Service Design) The ease with which an application, product or IT service can be used. Usability requirements are often included in a statement of requirements.

81
Q

use case

A

(ITIL Service Design) A technique used to define required functionality and objectives, and to design tests. Use cases define realistic scenarios that describe interactions between users and an IT service or other system.

82
Q

vital business function (VBF)

A

(ITIL Service Design) Part of a business process that is critical to the success of the business. Vital business functions are an important consideration of business continuity management, IT service continuity management and availability management.

ITIL Glossary (7 decks)

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