Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

ITIL Glossary > Service Transition > Flashcards

Service Transition Flashcards

1
Q

assembly

A

(ITIL Service Transition) A configuration item that is made up of a number of other CIs. For example, a server CI may contain CIs for CPUs, disks, memory etc.; an IT service CI may contain many hardware, software and other CIs. See also build; component CI.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

asset management

A

(ITIL Service Transition) A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle. See also service asset and configuration management; fixed asset management; software asset management.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

asset register

A

(ITIL Service Transition) A list of fixed assets that includes their ownership and value. See also fixed asset management.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

attribute

A

(ITIL Service Transition) A piece of information about a configuration item. Examples are name, location, version number and cost. Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as part of a configuration management system (CMS). See also relationship; configuration management system.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

back-out

A

(ITIL Service Transition) An activity that restores a service or other configuration item to a previous baseline. Back-out is used as a form of remediation when a change or release is not successful.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

build

A

(ITIL Service Transition) The activity of assembling a number of configuration items to create part of an IT service. The term is also used to refer to a release that is authorized for distribution – for example, server build or laptop build. See also configuration baseline.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

build environment

A

(ITIL Service Transition) A controlled environment where applications, IT services and other builds are assembled prior to being moved into a test or live environment.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

change

A

(ITIL Service Transition) The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

change advisory board (CAB)

A

(ITIL Service Transition) A group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: all areas within the IT service provider; the business; and third parties such as suppliers.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

change evaluation

A

(ITIL Service Transition) The process responsible for formal assessment of a new or changed IT service to ensure that risks have been managed and to help determine whether to authorize the change.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

change history

A

(ITIL Service Transition) Information about all changes made to a configuration item during its life. Change history consists of all those change records that apply to the CI.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

change management

A

(ITIL Service Transition) The process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

change model

A

(ITIL Service Transition) A repeatable way of dealing with a particular category of change. A change model defines specific agreed steps that will be followed for a change of this category. Change models may be very complex with many steps that require authorization (e.g. major software release) or may be very simple with no requirement for authorization (e.g. password reset). See also change advisory board; standard change.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

change record

A

(ITIL Service Transition) A record containing the details of a change. Each change record documents the lifecycle of a single change. A change record is created for every request for change that is received, even those that are subsequently rejected. Change records should reference the configuration items that are affected by the change. Change records may be stored in the configuration management system, or elsewhere in the service knowledge management system.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

change schedule

A

(ITIL Service Transition) A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes. A change schedule is sometimes called a forward schedule of change, even though it also contains information about changes that have already been implemented.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

change window

A

(ITIL Service Transition) A regular, agreed time when changes or releases may be implemented with minimal impact on services. Change windows are usually documented in service level agreements.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

CI type

A

(ITIL Service Transition) A category that is used to classify configuration items. The CI type identifies the required attributes and relationships for a configuration record. Common CI types include hardware, document, user etc.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

configuration

A

(ITIL Service Transition) A generic term used to describe a group of configuration items that work together to deliver an IT service, or a recognizable part of an IT service. Configuration is also used to describe the parameter settings for one or more configuration items.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

configuration baseline

A

(ITIL Service Transition) The baseline of a configuration that has been formally agreed and is managed through the change management process. A configuration baseline is used as a basis for future builds, releases and changes.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

configuration control

A

(ITIL Service Transition) The activity responsible for ensuring that adding, modifying or removing a configuration item is properly managed – for example, by submitting a request for change or service request.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

configuration identification

A

(ITIL Service Transition) The activity responsible for collecting information about configuration items and their relationships, and loading this information into the configuration management database. Configuration identification is also responsible for labeling the configuration items themselves, so that the corresponding configuration records can be found.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

configuration item (CI)

A

(ITIL Service Transition) Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management. Configuration items are under the control of change management. They typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

configuration management database (CMDB)

A

(ITIL Service Transition) A database used to store configuration records throughout their lifecycle. The configuration management system maintains one or more configuration management databases, and each database stores attributes of configuration items, and relationships with other configuration items.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

configuration management system (CMS)

A

(ITIL Service Transition) A set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes. See also configuration management database.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

configuration record

A

(ITIL Service Transition) A record containing the details of a configuration item. Each configuration record documents the lifecycle of a single configuration item. Configuration records are stored in a configuration management database and maintained as part of a configuration management system.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

configuration structure

A

(ITIL Service Transition) The hierarchy and other relationships between all the configuration items that comprise a configuration.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

Data-to- Information-to- Knowledge-to- Wisdom (DIKW)

A

(ITIL Service Transition) A way of understanding the relationships between data, information, knowledge and wisdom. DIKW shows how each of these builds on the others.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

definitive media library (DML)

A

(ITIL Service Transition) One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The definitive media library may also contain associated configuration items such as licenses and documentation. It is a single logical storage area even if there are multiple locations. The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system.

29
Q

deployment

A

(ITIL Service Transition) The activity responsible for movement of new or changed hardware, software, documentation, process etc. to the live environment. Deployment is part of the release and deployment management process.

30
Q

early life support (ELS)

A

(ITIL Service Transition) A stage in the service lifecycle that occurs at the end of deployment and before the service is fully accepted into operation. During early life support, the service provider reviews key performance indicators, service levels and monitoring thresholds and may implement improvements to ensure that service targets can be met. The service provider may also provide additional resources for incident and problem management during this time.

31
Q

emergency change

A

(ITIL Service Transition) A change that must be introduced as soon as possible – for example, to resolve a major incident or implement a security patch. The change management process will normally have a specific procedure for handling emergency changes. See also emergency change advisory board.

32
Q

emergency change advisory board (ECAB)

A

(ITIL Service Transition) A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a meeting is called, and depends on the nature of the emergency change.

33
Q

environment

A

(ITIL Service Transition) A subset of the IT infrastructure that is used for a particular purpose – for example, live environment, test environment, build environment. Also used in the term ‘physical environment’ to mean the accommodation, air conditioning, power system etc. Environment is used as a generic term to mean the external conditions that influence or affect something.

34
Q

fixed asset

A

(ITIL Service Transition) A tangible business asset that has a long-term useful life (for example, a building, a piece of land, a server or a software license). See also service asset; configuration item.

35
Q

fixed asset management

A

(ITIL Service Transition) The process responsible for tracking and reporting the value and ownership of fixed assets throughout their lifecycle. Fixed asset management maintains the asset register and is usually carried out by the overall business, rather than by the IT organization. Fixed asset management is sometimes called financial asset management and is not described in detail within the core ITIL publications.

36
Q

knowledge base

A

(ITIL Service Transition) A logical database containing data and information used by the service knowledge management system.

37
Q

knowledge management

A

(ITIL Service Transition) The process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The knowledge management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge. See also Data-to-Information-to-Knowledge to-Wisdom; service knowledge management system.

38
Q

live

A

(ITIL Service Transition) Refers to an IT service or other configuration item that is being used to deliver service to a customer.

39
Q

live environment

A

(ITIL Service Transition) A controlled environment containing live configuration items used to deliver IT services to customers.

40
Q

normal change

A

(ITIL Service Transition) A change that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process.

41
Q

pilot

A

(ITIL Service Transition) A limited deployment of an IT service, a release or a process to the live environment. A pilot is used to reduce risk and to gain user feedback and acceptance. See also change evaluation; test.

42
Q

projected service outage (PSO)

A

(ITIL Service Transition) A document that identifies the effect of planned changes, maintenance activities and test plans on agreed service levels.

43
Q

qualification

A

(ITIL Service Transition) An activity that ensures that the IT infrastructure is appropriate and correctly configured to support an application or IT service. See also validation.

44
Q

quality assurance (QA)

A

(ITIL Service Transition) The process responsible for ensuring that the quality of a service, process or other service asset will provide its intended value. Quality assurance is also used to refer to a function or team that performs quality assurance. This process is not described in detail within the core ITIL publications. See also service validation and testing.

45
Q

release

A

(ITIL Service Transition) One or more changes to an IT service that are built, tested and deployed together. A single release may include changes to hardware, software, documentation, processes and other components.

46
Q

release and deployment management

A

(ITIL Service Transition) The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services.

47
Q

release identification

A

(ITIL Service Transition) A naming convention used to uniquely identify a release. The release identification typically includes a reference to the configuration item and a version number – for example, Microsoft Office 2010 SR2.

48
Q

release package

A

(ITIL Service Transition) A set of configuration items that will be built, tested and deployed together as a single release. Each release package will usually include one or more release units.

49
Q

release record

A

(ITIL Service Transition) A record that defines the content of a release. A release record has relationships with all configuration items that are affected by the release. Release records may be in the configuration management system or elsewhere in the service knowledge management system.

50
Q

release unit

A

(ITIL Service Transition) Components of an IT service that are normally released together. A release unit typically includes sufficient components to perform a useful function. For example, one release unit could be a desktop PC, including hardware, software, licenses, documentation etc. A different release unit may be the complete payroll application, including IT operations procedures and user training.

51
Q

remediation

A

(ITIL Service Transition) Actions taken to recover after a failed change or release. Remediation may include back-out, invocation of service continuity plans, or other actions designed to enable the business process to continue.

52
Q

request for change (RFC)

A

(ITIL Service Transition) A formal proposal for a change to be made. It includes details of the proposed change, and may be recorded on paper or electronically. The term is often misused to mean a change record, or the change itself.

53
Q

retire

A

(ITIL Service Transition) Permanent removal of an IT service, or other configuration item, from the live environment. Being retired is a stage in the lifecycle of many configuration items.

54
Q

service acceptance criteria (SAC)

A

(ITIL Service Transition) A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the IT service provider is ready to operate the new IT service when it has been deployed. See also acceptance.

55
Q

service knowledge management system (SKMS)

A

(ITIL Service Transition) A set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analyzing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services. See also knowledge management.

56
Q

service transition

A

(ITIL Service Transition) A stage in the lifecycle of a service. Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service transition includes the following processes: transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change evaluation, and knowledge management. Although these processes are associated with service transition, most processes have activities that take place across multiple stages of the service lifecycle. See also transition.

57
Q

service validation and testing

A

(ITIL Service Transition) The process responsible for validation and testing of a new or changed IT service. Service validation and testing ensures that the IT service matches its design specification and will meet the needs of the business.

58
Q

software asset management (SAM)

A

(ITIL Service Transition) The process responsible for tracking and reporting the use and ownership of software assets throughout their lifecycle. Software asset management is part of an overall service asset and configuration management process. This process is not described in detail within the core ITIL publications.

59
Q

standard change

A

(ITIL Service Transition) A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction – for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request. See also change model.

60
Q

status accounting

A

(ITIL Service Transition) The activity responsible for recording and reporting the lifecycle of each configuration item.

61
Q

test

A

(ITIL Service Transition) An activity that verifies that a configuration item, IT service, process etc. meets its specification or agreed requirements. See also acceptance; service validation and testing.

62
Q

test environment

A

(ITIL Service Transition) A controlled environment used to test configuration items, releases, IT services, processes etc.

63
Q

transition

A

(ITIL Service Transition) A change in state, corresponding to a movement of an IT service or other configuration item from one lifecycle status to the next.

64
Q

transition planning and support

A

(ITIL Service Transition) The process responsible for planning all service transition processes and coordinating the resources that they require.

65
Q

validation

A

(ITIL Service Transition) An activity that ensures a new or changed IT service, process, plan or other deliverable meets the needs of the business. Validation ensures that business requirements are met even though these may have changed since the original design. See also acceptance; qualification; service validation and testing; verification.

66
Q

verification

A

(ITIL Service Transition) An activity that ensures that a new or changed IT service, process, plan or other deliverable is complete, accurate, reliable and matches its design specification. See also acceptance; validation; service validation and testing.

67
Q

verification and audit

A

(ITIL Service Transition) The activities responsible for ensuring that information in the configuration management system is accurate and that all configuration items have been identified and recorded. Verification includes routine checks that are part of other processes – for example, verifying the serial number of a desktop PC when a user logs an incident. Audit is a periodic, formal check.

68
Q

version

A

(ITIL Service Transition) A version is used to identify a specific baseline of a configuration item. Versions typically use a naming convention that enables the sequence or date of each baseline to be identified. For example, payroll application version 3 contains updated functionality from version 2.

ITIL Glossary (7 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions