4 Flashcards
(30 cards)
What is the definition of value?
The perceived benefits, usefulness, and importance of something.
What is the difference between outcome and output?
Outcome is the result achieved for a stakeholder; output is the specific deliverable produced.
What is a product lifecycle?
The full set of stages a product goes through, from concept to retirement.
What is the difference between warranty and service level agreement (SLA)?
Warranty is the assurance service will meet agreed requirements; SLA is the documented agreement on service performance targets.
What is a change schedule?
A calendar that shows authorized changes and their planned implementation dates.
What is a standard change?
A pre-authorized change that is low-risk, well-understood, and follows a documented procedure.
What is a normal change?
A change that needs to be scheduled, assessed, and authorized following the change process.
What is an emergency change?
A change that must be implemented as soon as possible to resolve a major incident or security issue.
What is the definition of a major incident?
An incident with significant business impact that requires urgent response.
What is a service consumer?
A person or organization that consumes or benefits from a service.
What is a service provider?
A person or organization that delivers services to consumers.
What is an organization in ITIL terms?
A person or group with its own functions, responsibilities, and relationships.
What is an example of a service request?
Requesting a password reset, access to an application, or a new piece of equipment.
What is the difference between incident management and problem management?
Incident management restores service quickly; problem management finds and fixes the root cause.
What is the scope of change enablement?
All changes to products and services, excluding organizational and strategic changes.
What is continual improvement register (CIR)?
A database or document used to record and manage improvement opportunities.
What is service level?
A measured level of service expected and agreed between a provider and consumer.
What are service performance metrics?
Quantitative measures used to assess service performance (e.g., uptime, response time).
What is an SLA breach?
When service performance does not meet agreed SLA targets.
What is service resilience?
The ability of a service to resist or recover from failures.
What is the Pareto principle?
The 80/20 rule: 80% of results come from 20% of the causes.
What is a risk owner?
A person or role responsible for managing a specific risk.
What is service experience?
A user’s perception of the service, shaped by interactions and outcomes.
What is the CAB (Change Advisory Board)?
A group of people who advise on the assessment, prioritization, and scheduling of changes.
