V1) ITIL Foundation 4 First Look Flashcards
A set of organizational resources designed for performing work or accomplishing an objective.
Practice
ITIL 4 Practice:
Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Information Security Management
ITIL 4 Practice:
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Relationship Management
ITIL 4 Practice:
Ensuring an organization’s suppliers and their performance are managed appropriately to support provision of seamless, quality products and services.
Supplier Management
ITIL 4 Practice:
Ensuring services deliver agreed levels of availability to meet customer and user needs.
Availability Management
ITIL 4 Practice:
Ensuring services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.
Capacity and Performance Management
ITIL 4 Practice:
Planning and managing the full lifecycle of all IT assets.
IT Asset Management
ITIL 4 Practice:
Ensuring service availability and performance is maintained at a sufficient level in the event of a disaster.
Service Continuity Management
ITIL 4 Practice:
Systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Monitoring and Event Management
ITIL 4 Practice:
Making new and changed services and features available for use.
Release Management
ITIL 4 Practice:
Ensuring accurate and reliable information about the configuration of services and the configuration items that support them is available when and where needed.
Service Configuration Management
ITIL 4 Practice:
Moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
Deployment Management
ITIL 4 Practice:
Aligning an organization’s practices and services with changing business needs through ongoing identification and improvement of all elements of effective management of products and services.
Continual Improvement
ITIL 4 Practice:
Ensuring risks are properly assessed, authorizing changes to proceed, and managing a change schedule to maximize the number of successful IT changes.
Change Control
ITIL 4 Practice:
Minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.
Incident Management
ITIL 4 Practice:
Reducing the likelihood of impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem Management
ITIL 4 Practice:
Supporting the agreed quality of service by handling all predefined, user-initiated service request in an effective and user-friendly way.
Service Request Management
ITIL 4 Practice:
Capturing demand for incident resolution and service requests.
Service Desk
ITIL 4 Practice:
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service Level Management
ITIL 4 Guiding Principle:
• Everything we do must add value from the stakeholders’ perspective.
- Focus on Value
ITIL 4 Guiding Principle:
• Don’t start from scratch – leverage what’s already available.
• Observe directly and fully understand the current state first.
- Start Where You Are
ITIL 4 Guiding Principle:
• Don’t try to do everything at once.
• Organize work into smaller, manageable chunks done more often.
• Use feedback in each iteration to ensure actions are appropriate.
- Progress Iteratively with Feedback
ITIL 4 Guiding Principle:
• Work together across boundaries for more buy-in and success.
• Share information and build understanding and trust.
• Make work and consequences visible.
- Collaborate and Promote Visibility
ITIL 4 Guiding Principle:
• Work on the service, not just its parts.
• Integrate information, technology, organization, people, practices, partners, and agreements.
- Think and Work Holistically
ITIL 4 Guiding Principle:
• Eliminate anything that provides no value.
• Use the minimum number of steps to accomplish objectives.
• Use outcome-based thinking for practical solutions and results.
- Keep it Simple and Practical
ITIL 4 Guiding Principle:
• Use resources, particularly human resources, to best effect.
• Eliminate anything wasteful.
• User technology to achieve whatever it can do.
• Only use human intervention where it adds value.
- Optimize and Automate
ITIL 4 Service Value Chain Activity:
Foster a shared understanding of the vision, improvement direction, and status of all dimensions of service management, products, and services.
Plan
ITIL 4 Service Value Chain Activity:
Ensure continual improvement of products, services, and practices across all value chain activities and service management dimensions.
Improve
ITIL 4 Service Value Chain Activity:
Foster a good understanding of stakeholder needs, transparency, and continual engagement, and good relationships with all stakeholders.
Engage
ITIL 4 Service Value Chain Activity:
Ensure products and services continually meet stakeholder expectations for quality, costs, and time-to-market.
Design and Transition
ITIL 4 Service Value Chain Activity:
Ensure service components are available when needed and meet agreed specifications.
Obtain and Build
ITIL 4 Service Value Chain Activity:
Ensure services are delivered and supported according to agreed specifications and stakeholders’ expectations.
Deliver and Support
