3 Flashcards
(30 cards)
What is the definition of organizational resilience?
The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental change and sudden disruptions.
What is the definition of a stakeholder in ITIL?
Anyone who has an interest in or is affected by the service.
What is value co-creation?
The active collaboration between provider and consumer to create value.
What does ‘service offering’ mean?
A description of one or more services, designed to address the needs of a target consumer group.
What is included in a service offering?
Goods, access to resources, and service actions.
What are service actions?
Actions performed to address a consumer’s needs, either performed by the service provider or jointly with the consumer.
What is the purpose of Portfolio Management?
To ensure the organization has the right mix of programs, projects, and services to achieve its strategic objectives.
What is the purpose of Architecture Management?
To provide an understanding of all elements in an organization and how they interrelate, ensuring alignment with strategic goals.
What is the purpose of Workforce and Talent Management?
To ensure the organization has the right people with the right skills in the right roles.
What is the purpose of Service Financial Management?
To support the organization’s strategies and plans by ensuring that the financial resources and investments are managed effectively.
What is the purpose of Service Design?
To design products and services that meet the organization’s needs.
What is the purpose of Service Validation and Testing?
To ensure that new or changed products and services meet defined requirements.
What is the purpose of Problem Identification?
To analyze and identify potential problems before they cause incidents.
What is a workaround?
A temporary solution used to reduce or eliminate the impact of an incident or problem.
What is the purpose of Service Continuity Management?
To ensure the availability of services in the event of a disaster or other major disruption.
What is the purpose of Measurement and Reporting?
To support good decision-making and continual improvement by collecting, analyzing, and reporting relevant data.
What is the definition of a warranty breach?
When a service does not meet one or more agreed warranty terms.
What is automation in ITIL?
The use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention.
What is an example of general management practices?
Continual Improvement, Information Security Management, Relationship Management.
What is an example of service management practices?
Incident Management, Service Desk, Change Enablement.
What is an example of technical management practices?
Deployment Management, Infrastructure and Platform Management, Software Development and Management.
What is the definition of a governance body?
A person or group responsible for evaluating, directing, and monitoring an organization’s governance.
What is the Plan activity in the Service Value Chain?
Ensuring a shared understanding of the vision, current status, and improvement direction.
What is the Improve activity in the Service Value Chain?
Ensuring continual improvement of products, services, and practices across all value chain activities.
