Book Flashcards by Joshua Lane

The core components of the ITIL SVS are (5 items):

Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789.
Created from westerngovernors-ebooks on 2025-05-16 18:39:11.

the ITIL service value chain
the ITIL practices
the ITIL guiding principles
governance
continual improvement.

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To ensure a holistic approach to service management, ITIL 4 outlines blank, from which each component of the SVS should be considered.

four dimensions of service management

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The four dimensions are:

organizations and people
information and technology
partners and suppliers
value streams and processes.

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Service provision includes (4 things):

management of the provider’s resources, configured to deliver the service
ensuring access to these resources for users
fulfilment of the agreed service actions
service level management and continual improvement.

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The consumer contributes to the reduction of risk through (3 things):

actively participating in the definition of the requirements of the service and the clarification of its required outcomes
clearly communicating the critical success factors (CSFs) and constraints that apply to the service
ensuring the provider has access to the necessary resources of the consumer throughout the service relationship.

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The complexity of organizations is growing, and it is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is bank.

well defined and supports its overall strategy and operating model

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When applied to the SVS, the blank dimension includes the information and knowledge necessary for the management of services, as well as the technologies required. It also incorporates the relationships between different components of the SVS, such as the inputs and outputs of activities and practices.

information and technology

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The blank encompasses an organization’s relationships 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 dimension

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Applied to the organization and its SVS, the blank dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

value streams and processes

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A blank is a series of steps that an organization uses to create and deliver products and services to a service consumer. A value stream is a combination of the organization’s value chain activities (see section 4.5 for more details on value chain activities and Appendix A for examples of value streams).

value stream

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A blank is a set of activities that transform inputs to outputs. Processes describe what is done to accomplish an objective, and well-defined processes can improve productivity within and across organizations. They are usually detailed in procedures, which outline who is involved in the process, and work instructions, which explain how they are carried out.

process

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The blank describes how all the components and activities of the organization work together as a system to enable value creation. Each organization’s SVS has interfaces with other organizations, forming an ecosystem that can in turn facilitate value for those organizations, their customers, and other stakeholders.

ITIL SVS

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The ITIL SVS includes the following components:

Guiding principles
Governance
Service value chain
Practices .
Continual improvement

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Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Guiding principles

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The means by which an organization is directed and controlled.

Governance

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

service value chain

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Sets of organizational resources designed for performing work or accomplishing an objective

practices

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A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations. ITIL 4 supports continual improvement with the ITIL continual improvement model.

continual improvement

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Blank trigger activities within the ITIL SVS, and these activities lead to the creation of value. Opportunity and demand are always entering into the system, but the organization does not automatically accept all opportunities or satisfy all demand.

Opportunity and demand

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A blank is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. A guiding principle is universal and enduring.

guiding principle

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Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

focus on value

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Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programmes, projects, and people that can be used to create the desired outcome. The current state should be investigated and observed directly to make sure it is fully understood.

start where you are

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Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort. Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.

progress iteratively with feedback

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Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success. Achieving objectives requires information, understanding, and trust. Work and consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible.

collaborate and promote visibility

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No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts. Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide a defined value Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:01:00.

think and work holistically

If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:01:28.

keep it simple and practical

Resources of all types, particularly HR, should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:02:00.

optimize and automate

All activities conducted by the organization should link back, directly or indirectly, to blank for itself, its customers, and other stakeholders. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:02:34.

value

In the process of eliminating old, unsuccessful methods or services and creating something better, there can be great temptation to remove what has been done in the past and build something completely new. This is rarely necessary, or a wise decision. This approach can be extremely wasteful, not only in terms of time, but also in terms of the loss of existing services, processes, people, and tools that could have significant value in the improvement effort. Do not start over without first considering blank. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:03:07.

what is already available to be leveraged

Resist the temptation to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into blank that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:03:46.

smaller, manageable sections

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance (because better information is available for decision-making) and blank. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:04:18.

increased likelihood of long-term success

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization’s activities should be focused on the blank. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:04:52.

delivery of value

Always use the blankj to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes. If a process, service, action, or metric fails to provide value or produce a useful outcome, then eliminate it. Although this principle may seem obvious, it is frequently ignored, resulting in overly complex methods of work that rarely maximize outcomes or minimize cost. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:05:26.

minimum number of steps

Organizations must maximize the value of the work carried out by their human and technical resources. The four dimensions model (outlined in Chapter 3) provides a holistic view of the various constraints, resource types, and other areas that should be considered when designing, managing, or operating an organization. blank can help organizations to scale up and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making. However, technology should not always be relied upon without the capability of human intervention, as automation for automation’s sake can increase costs and reduce organizational robustness and resilience. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:05:59.

Technology

Every organization is directed by a blank, i.e. a person or group of people who are accountable at the highest level for the performance and compliance of the organization. All sizes and types of organization perform governance activities; the governing body may be a board of directors or executive managers who take on a separate governance role when they are performing governance activities. The governing body is accountable for the organization’s compliance with policies and any external regulations. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:06:51.

governing body

The six value chain activities are blank. These activities represent the steps an organization takes in the creation of value. Each activity transforms inputs into outputs. These inputs can be demand from outside the value chain or outputs of other activities. All the activities are interconnected, with each activity receiving and providing triggers for further action. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:07:26.

* plan * improve * engage * design and transition * obtain/build * deliver and support.

The purpose of the blank 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 the organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:08:19.

plan

The purpose of the blank 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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:08:51.

improve

The purpose of the blank value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 19:09:18.

engage

The purpose of the blank value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market

design and transition

The purpose of the blank value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.

obtain/build

The purpose of the blank value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations

deliver and support

Each improvement initiative should support the organization’s goals and objectives. The first step of the continual improvement model is to define the blank. This provides context for all subsequent decisions and links individual actions to the organization’s vision for the future. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:53:10.

vision of the initiative

The success of an improvement initiative depends on a clear and accurate understanding of the blank and the impact of the initiative. An improvement can be thought of as a journey from Point A to Point B, and this step clearly defines what Point A looks like. A journey cannot be mapped out if the starting point is not known. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:53:53.

starting point

Just as the previous step (Step 2) describes Point A on the improvement journey, Step 3 outlines what Point B, the blank for the next step of the journey, should look like. A journey cannot be mapped out if the destination is not clear. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:54:33.

target state

The blank for Step 4 can be a straightforward and direct route to completing a single simple improvement, or it may be more involved. The most effective approach to executing the improvement may not be clear, and it will sometimes be necessary to design experiments that will test which options have the most potential. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:55:11.

plan

In Step 5 the plan for the improvement is blank. This could involve a traditional waterfall-style approach, but it could be more appropriate to follow an Agile approach by experimenting, iterating, changing directions, or even going back to previous steps. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:55:45.

acted upon

Too often, once an improvement plan is set in motion, it is assumed that the expected benefits have been achieved, and that attention can be redirected to the next initiative. In reality, the path to improvement is filled with various obstacles, so blank. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:56:21.

success must be validated

If the improvement has delivered the expected value, the focus of the initiative should shift to blank and reinforcing any new methods introduced. This is to ensure that the progress made will not be lost and to build support and momentum for the next improvements. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:57:04.

marketing these successes

In ITIL, a blank is a set of organizational resources designed for performing work or accomplishing an objective. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:58:00.

management practice

blank have been adopted and adapted for service management from general business management domains. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:58:27.

General management practices

blank have been developed in service management and ITSM industries. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:58:51.

Service management practices

Blank have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 08:59:16.

Technical management practices

The purpose of the blank is to provide an understanding of all the different elements that make up an organization and how those elements interrelate, enabling the organization to effectively achieve its current and future objectives. It provides the principles, standards, and tools that enable an organization to manage complex change in a structured and Agile way. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:00:15.

architecture management practice

The architecture management practice is responsible for developing and maintaining a reference architecture that describes the current and target architectures for the business, information, data, application, technology, and environment perspectives. This is used as a basis for all the BLANK value chain activity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:00:57.

Plan

Which step - Many opportunities for improvement are identified through review of the business, service, information, technical, and environment architectures. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:01:38.

Improve

Which step - The architecture management practice facilitates the ability to understand the organization’s readiness to address new or under-served markets and a wider variety of products and services, and more quickly respond to changing circumstances. The architecture management practice is responsible for assessing the organization’s capabilities in terms of how they align with all the detailed activities required to co-create value for the organization and its customers. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:02:14.

Engage

Which step - Once a new or changed product or service is approved to be developed, the architecture, design, and build teams will continually evaluate whether the product/service meets the investment objectives. The architecture management practice is responsible for the service architecture, which describes the structure (how the service components fit together) and the dynamics (activities, flow of resources, and interactions) of the service. A service model can be used as a template or blueprint for multiple services and is essential to the design and transition activity.

Design and transition

Which step - The reference architectures (business, service, information, technical, and environmental) facilitate identification of what products, services, or service components need to be obtained or built. * Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:03:42.

Obtain/build

Which step - The reference architectures are used continually as part of the operation, restoration, and maintenance of products and services.

Deliver and support

The purpose of the blank 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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:04:35.

continual improvement practice

Which step - The continual improvement practice is applied to planning activities, methods, and techniques to make sure they are relevant to the organization’s current objectives and context. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:05:20.

Plan

Which step - The continual improvement practice is key to this value chain activity. It structures resources and activities, enabling improvement at all levels of the organization and the SVS.

Improve

Which steps - Each of these value chain activities is subject to continual improvement, and the continual improvement practice is applied to all of them.

Engage, design and transition, obtain/build, and deliver and support

The purpose of the blank 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). Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:06:40.

information security management

Which step - Information security must be considered in all planning activity and must be built into every practice and service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:07:26.

Plan

Which step Information security must be considered in all improvement value chain activity to ensure that vulnerabilities are not introduced when making improvements. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:08:00.

Improve

Which step - Information security requirements for new and changed services must be understood and captured. All levels of engagement, from operational to strategic, must support information security and encourage the behaviours needed. All stakeholders must contribute to information security, including customers, users, suppliers, etc. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:08:22.

Engage

Which step - Information security must be considered throughout this value chain activity, with effective controls being designed and transitioned into operation. The design and transition of all services must consider information security aspects as well as all other utility and warranty requirements. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:08:52.

Design and transition

Which step - Information security must be built into all components, based on the risk analysis, policies, procedures, and controls defined by information security management. This applies whether the components are built internally or procured from suppliers. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:09:16.

Obtain/build

Which step - Detection and correction of information security incidents must be an integral part of this value chain activity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:09:50.

Deliver and support

The purpose of the Blank is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:10:24.

knowledge management practice

The purpose of the blank is to support good decision-making and continual improvement by decreasing the levels of uncertainty. This is achieved through the collection of relevant data on various managed objects and the valid assessment of this data in an appropriate context. Managed objects include, but are not limited to, products and services, practices and value chain activities, teams and individuals, suppliers and partners, and the organization as a whole. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:10:57.

measurement and reporting practice

A necessary precondition for the achievement of intended results. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:35:00.

Critical success factor (CSF)

An important metric used to evaluate the success in meeting an objective. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-18 09:35:29.

Key performance indicator (KPI)

The purpose of the blank is to ensure that changes in an organization are smoothly and successfully implemented, and that lasting benefits are achieved by managing the human aspects of the changes. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 08:56:54.

organizational change management practice

The purpose of the blank is to ensure that the organization has the right mix of programmes, projects, products, and services to execute the organization’s strategy within its funding and resource constraints. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 08:57:48.

portfolio management practice

The purpose of the blank is to ensure that all projects in the organization are successfully delivered. This is achieved by planning, delegating, monitoring, and maintaining control of all aspects of a project, and keeping the motivation of the people involved. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 08:58:27.

project management practice

The purpose of the blank 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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 08:59:05.

relationship management practice

The purpose of the blank is to ensure that the organization understands and effectively handles risks. Managing risk is essential to ensuring the ongoing sustainability of an organization and creating value for its customers. Risk management is an integral part of all organizational activities and therefore central to the organization’s SVS (see section 2.5.3 for a definition of risk). Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 08:59:34.

risk management practice

The purpose of the blank is to support the organization’s strategies and plans for service management by ensuring that the organization’s financial resources and investments are being used effectively. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:00:02.

service financial management practice

The purpose of the blank is to formulate the goals of the organization and adopt the courses of action and allocation of resources necessary for achieving those goals. Strategy management establishes the organization’s direction, focuses effort, defines or clarifies the organization’s priorities, and provides consistency or guidance in response to the environment. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:00:34.

strategy management practice

The purpose of the blank is to ensure that the organization’s suppliers 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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:01:02.

supplier management practice

The purpose of the blank is to ensure that the organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives. The practice covers a broad set of activities focused on successfully engaging with the organization’s employees and people resources, including planning, recruitment, onboarding, learning and development, performance measurement, and succession planning. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:01:33.

workforce and talent management practice

The purpose of the blank is to ensure that services deliver agreed levels of availability to meet the needs of customers and users. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:02:13.

availability management practice

The purpose of the blank is to analyse a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders. Business analysis enables an organization to communicate its needs in a meaningful way, express the rationale for change, and design and describe solutions that enable value creation in alignment with the organization’s objectives. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:02:46.

business analysis practice

The purpose of the blank is to ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:03:15.

capacity and performance management practice

The purpose of the blank 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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:03:46.

change enablement practice

The purpose of the blank is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:04:13.

incident management practice

Some organizations use a technique called blank to help manage incidents. This involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:04:39.

swarming

The purpose of the blank is 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, retirement, and disposal of assets * meet regulatory and contractual requirements. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-19 09:05:17.

IT asset management practice

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