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ITIL 4 > Terminology > Flashcards

Terminology Flashcards

1
Q

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

A

Service Management

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2
Q

The perceived benefits, usefulness and importance of something

A

Value

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3
Q

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

A

Organization

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4
Q

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

A

Customer

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5
Q

The person who uses services

A

User

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6
Q

The role authorizing budget for service consumption

A

Sponsor

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7
Q

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

A

Service

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8
Q

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

A

Product

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9
Q

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

A

Service offering

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10
Q

A co-operation between a service provider and service consumer. They include service provision, service consumption and xx management.

A

Service relationship

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11
Q

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

A

Service Relationship Management

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12
Q

Service provision

A

Activities performed by an organization to provide services

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13
Q

Service consumption

A

Activities performed by an organization to consume services

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14
Q

Outcome

A

A result for a stakeholder enabled by one or more outputs

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15
Q

Output

A

A tangible or intangible deliverable of an activity

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16
Q

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

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17
Q

Risk

A

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

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18
Q

Utility

A

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

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19
Q

Warranty

A

Assurance that a product or service will meet agreed requirements

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20
Q

Value Stream

A

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

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21
Q

Process

A

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

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22
Q

IT asset

A

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

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23
Q

Configuration Item (CI)

A

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

24
Q

Event

A

Any change of state that has significance for the management of a service or other configuration items. X X are typically recognized thorough notifications created by an IT service, CI, or monitoring tool.

25
Q

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

A

Change

26
Q

Providing information about deployed changes to help manage incidents & problems

A

Change Schedule

27
Q

Change authority

A

Person or group who authorizes a change

28
Q

Unplanned interruption to a service or reduction in the quality of a service

A

Incident

29
Q

Cause ot potential cause of prior, current or future incidents

A

problem

30
Q

A Problem that has been analyzed but not resolved

A

known error

31
Q

Solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some X reduce the likelihood of incidents

A

Workaround

32
Q

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

A

Service Request

33
Q

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

A

Service Level Agreement (SLA)

34
Q

Regular re-assessment of the effectiveness of workarounds

A

Problem control

35
Q

Four dimensions of service management

A

4 perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
- Organizations & people
- Information & technology
- Partners & Suppliers
- value streams and processes

36
Q

Service value system

A

Describes how all components and activities of the organization work together as a system to enable value creation.
The components for the SVS are:
- Guiding principles
-Governance
-Service value chain
-practices
-continual improvement

37
Q

A recommendation that guides organizations in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

A

Guiding principle

38
Q

The means by which an organization is directed and controlled

A

Governance

39
Q

Service value chain

A

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization

40
Q

Practice

A

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

41
Q

Continual Improvement

A

Continual improvement is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

42
Q

Plan

A

Service Value Chain activity that deals with the purchase of new products

43
Q

To protect the information needed by the organization to conduct its business.
This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).

A

Information security management

44
Q

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

A

Relationship Management

45
Q

To ensure that the organization’s X and their performances are managed appropriately to support the seamless provision of quality products and services.
This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

A

Supplier Management

46
Q

IT Asset management

A

To plan and manage the full lifecycle of all IT assets, to help the organization:
* maximize value
* control costs
* manage risks
* support decision-making about purchase, re-use, and retirement of assets
* meet regulatory and contractual requirements.

47
Q

To systematically observe services and service components, and record and report selected changes of state identified as events.
This practice identifies and prioritizes infrastructure, services, business processes, and information security events; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents.

A

Monitoring and event management

48
Q

To make new and changed services and features available for use.

A

Release Management

49
Q

To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
This includes information on how CIs are configured and the relationships between them.

A

service configuration management

50
Q

To move new or changed hardware, software, documentation, processes, or any other component to live environments.

A

Deployment management

51
Q

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.

A

Continual improvement (SWOT, balances scorecards)

52
Q

To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

A

Change enablement

53
Q

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

A

Incident Management

54
Q

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

A

Problem management

55
Q

Service request management

A

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

56
Q

To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

A

Service desk

57
Q

To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

A

Service level management

ITIL 4 (1 decks)

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