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ITIL > Summary of Terminology > Flashcards

Summary of Terminology Flashcards

1
Q

What is Service Management?

A

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

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2
Q

What is Value?

A

The perceived benefits, usefulness and importance of something

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3
Q

What is an Organization?

A

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

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4
Q

What is a Customer?

A

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

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5
Q

What is a User?

A

The role that person who uses services.

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6
Q

What is Sponsor?

A

The role that authorizes budget for service consumption.

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7
Q

What is a 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.

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8
Q

What is a Product?

A

A configuration of an organization’s resources designed to offer value for a consumer

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9
Q

What is Service Offering?

A

A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions

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10
Q

What is Service Relationship?

A

A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management.

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11
Q

What is 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.

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12
Q

What is Service provision ?

A

Activities performed by an organization to provide services

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13
Q

What is Service consumption?

A

Activities performed by an organization to consume services.

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14
Q

What is an Outcome?

A

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

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15
Q

What is an Output?

A

A tangible or intangible deliverable of an activity.

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16
Q

What is a Cost ?

A

The amount of money spent on a specific activity or resource. Costs can be expressed in non-monetary terms, such as time spent and people allocated.

17
Q

What is a Risk?

A

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

18
Q

What is a Utility?

A

The functionality offered by a product or service to meet a particular need.

19
Q

What is a Warranty?

A

Assurance that a product or service will meet agreed requirements.

20
Q

What is a Value stream?

A

A series of steps an organization undertakes to create and deliver products and services to consumers.

21
Q

What is a Process?

A

A set of interrelated or interacting activities that transforms inputs into outputs. Processes define the sequence of activities and their dependencies.

22
Q

What is an IT asset?

A

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

23
Q

What is Configuration item (CI) ?

A

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

24
Q

What is Event?

A

Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.

25
Q

What is Change?

A

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

26
Q

What is Change authority?

A

A person or group who authorizes a change.

27
Q

What is Incident?

A

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

28
Q

What is Problem?

A

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

29
Q

What is Known error?

A

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

30
Q

What is Workaround ?

A

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

31
Q

What is 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.

32
Q

What is Service level agreement (SLA)?

A

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

ITIL (2 decks)

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