Terminology Flashcards
Understand ITIL4 terms and their definitions
The perceived benefits, usefulness, and importance of something.
Value
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Management
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to
achieve its objectives.
Organization
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.
Service
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Customer
The role that uses services
User
The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.
Sponsor
The functionality offered by a product or service to meet a particular need. __________ can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.
Utility
Assurance that a product or service will meet agreed requirements. _____________ can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’.
Warranty
A tangible or intangible deliverable of an activity.
Output
A result for a stakeholder enabled by one or more outputs.
Outcome
The amount of money spent on a specific activity or resource.
Cost
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
Risk
A formal description of one or more services, designed to address the needs of a target consumer group. A _______________ may include goods, access to resources, and service actions.
Service offering
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service relationship management
Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management;
and continual improvement. It may also include the supply of goods.
Service provision
Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
Service consumption
This dimension ensures that the way an organization is structured
and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
Organizations and people
This dimension includes the information and knowledge used
to deliver services, and the information and technologies used to manage all aspects of the service value system.
Information and technology
This dimension encompasses the relationships an organization has
with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also incorporates contracts and other
agreements between the organization and its partners or suppliers
Partners and suppliers
This dimension defines the activities, workflows, controls, and
procedures needed to achieve the agreed objectives.
Value streams and processes
The possibility to add value for stakeholders or to improve the organization. (In the SVS)
Opportunity
The need or desire for products and services from internal and external customers. (In the SVS)
Demand
Recommendations that guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure. (In the SVS)
Guiding Principles
The means by which an organization is directed and controlled. (In the SVS)
Governance
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. (In the SVS)
Service Value Chain
Sets of organizational resources designed for performing work or accomplishing an objective. (In the SVS)
Practices
A recurring organizational activity performed at all levels to ensure
that an organization’s performance continually meets stakeholders’ expectations.
Continual Improvement
The purpose of the _________ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
Plan
The purpose of the __________ value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of
service management.
Improve
The purpose of the _________ value chain activity is to provide a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
Engage
The purpose of the ______________ value chain activity is to ensure products and services continually meet stakeholder expectations for quality, costs, and time to market.
Design & Transition
The purpose of the ______________value chain activity is to ensure that service components are available when and where they are needed, and that they meet agreed specifications.
Obtain/Build
The purpose of the ____________ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholder’s expectations.
Deliver and Support
The purpose of this practice is 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).
Information security management
The purpose of this practice is 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.
Relationship Management
The purpose of this practice is to ensure that the organization’s
suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.
Supplier Management
The purpose of this practice is to plan and manage the full life cycle
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; and meet regulatory and contractual requirements.
IT Asset Management
What is an IT Asset?
Any financially valuable component that can contribute to the delivery of an IT product or service.
The purpose of this practice is 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, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents
Monitoring and event management
What is Monitoring?
The repeated observation of a system, practice, process, service, or other entity to detect events and ensure that the current status is known.
What is an event?
Any change of state that has significance for the management of a service or other configuration item.
The three event types are:
i. Informational events, which do not require action at the time they are identified, but analyzing the data gathered from them at a later date may uncover desirable, proactive steps that can be beneficial to the service.
ii. Warning events, which allow action to be taken before any negative impact is actually experienced by the business.
iii. Exception events, which indicate that a breach to an established norm has been identified, and require action, even though business impact may not yet have been experienced.
What is event management?
Recording and managing those monitored changes of state that are
defined by the organization as an event, determining their significance, and identifying and initiating the correct control action to manage them.
The purpose of this practice is to make new and changed services and features available for use.
Release management
The purpose of this practice is to ensure that accurate
and reliable information about the configuration of services, and the configuration items (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
Service configuration management
Any component that needs to be managed in order to deliver an IT
service.
Configuration item (CI)
The purpose of this practice is to move new or changed
hardware, software, documentation, processes, or any other component to live environments.
Deployment Management
The purpose of this practice is to align the organization’s practices
and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services
Continual improvement
A structured approach to implementing improvements.
Use of the model increases the likelihood that ITSM initiatives will be successful, puts a strong focus on customer value, and ensures that improvement efforts can be linked back to the organization’s vision. The model supports an iterative approach to improvement, dividing work into manageable pieces with separate goals that can be achieved incrementally
Continual Improvement Model
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
A low-risk, pre-authorized change that is well understood and fully
documented, and which can be implemented without needing additional authorization
Standard change
A change that must be scheduled, assessed, and authorized following a process.
Normal change
A change that must be introduced as soon as possible
Emergency change
The purpose of this practice is to maximize the number of successful
service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Change enablement
The purpose of this practice is to minimize the negative impact of
incidents by restoring normal service operation as quickly as possible.
Incident Management
An unplanned interruption to a service or reduction in the quality of a service.
Incident
The purpose of this practice is to reduce the likelihood and impact of
incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
A cause, or potential cause, of one or more incidents.
Problem
A problem that has been analyzed but has not been resolved.
Known error
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.
Work around
The purpose of this practice is to support the agreed quality
of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Service request management
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.
Service request
The purpose of this practice is 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.
Service desk
The purpose of this practice is to set clear business-based targets
for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
Service level management
A documented agreement between a service provider and
a customer that identifies both services required and the expected level of service.
Service level agreement (SLA)
