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1

A solution that reduces or eliminates the impact of an incident or a problem for which a full resolution is not yet available. Can reduce the likelihood of incidents

Workaround

2

Amount of money spent on a specific activity or reasource

Cost

3

What service management dimension says that: everyone should have an understanding of their involvement towards creating value

Organizations and People

4

A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

Risk

5

Person or group that approves a change

Change Authority

6

Configuration of an organizations resources designed to offer value for a consumer

Product

7

A cause or potential cause of one or more incidents

Problem

8

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

Management Practice

9

Activities performed by an organization to consume services

Service Consumption

10

Process of having external suppliers provide products and services that were previously provided internally

Out sourcing

11

Set of interrelated or interacting activities that transform inputs into outputs

Process

12

The functionality offered by a product or service to meet a particular need.

Utility

13

What are the 4 dimensions of Service Management:

- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes

14

Series of steps an organization undertakes to create and deliver products and services to consumers

Value Stream

15

A recommendation that guides a company in all circumstances regardless of change in its mission, goals, type of work or management structure.

Guiding Principle

16

Allows action to be taken before any negative impact is exprerienced.

Warning Event

17

A problem that has been analyzed but has not been resolved

Known Error

18

What are the Guiding Principles:

1. Focus on Value
2. Start Where You Are
3. Progress Iteratively With Feedback
4. Collaborate and Promote Visibility
5. Think and Work Holistically
6. Keep it Simple and Practical
7. Optimize and Automate

19

Need to be scheduled, assessed and authorized following a process

Normal Change

20

New or changed software is made available in a controlled repository, and users download the software to client devices when they choose

Pull Deployment

21

Core of the service value system

Service value chain

22

What are the two key components of the ITIL Framework?

Service Value System and Four Dimensions Model

23

Any change of state that has significance for the management of a service or other configuration item (CI). Typically recognized through notifications created by an IT service, CI, or monitoring tool.

Event

24

Approves budget for service consumption

Sponsor

25

Service Value System Components:

- Service Value Chain
- Practices
- Guiding Principles
- Governance
- Continual Improvement

26

Which service value chain activity ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.

Design and Transition

27

Cooperation between a service provider and service consumer

Service Relationship

28

One or more metric that define expected or achieved service quality

Service Level

29

Anyone who has an interest or involement

Stakeholder

30

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

31

Requires action even though business impact may not yet have been experienced

Exception Event

32

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

33

Which service value chain activity provides understanding of stakeholder needs, transparency, continual engagement and good relationship with all stakeholders

Engage

34

Low-risk, pre-authorized changes that are well understood and fully documented and can be implemented without needing additional authorization

Standard Change

35

Activities performed by an organization to provide services

Service Provision

36

The maximum amount of learning with the least effort

Minimum viable product

37

A person who uses the services

User

38

New or changed components are deployed to just part of the production environment at a time.

Phased Deployment

39

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service

Service Level Agreement

40

Role performed by an organization in a service relationship to provide services

Service Providers

41

Assurance that a product or service will meet agreed requirements.

Warranty

42

Any financially valuable component that can contribute to the delivery of an IT product or service.

IT Asset

43

How many Components are in part of the Service Value System:

Five

44

All exchanges with external parties to the service value chain are performed throught which activity.

Engage

45

Perceived benefits, usefulness and importance of something.

Value

46

Procurement of a product or service from one supplier

Single Source or Partnership

47

Organizational Silos

Resistant to change

48

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

49

Products and services are developed and/or delivered by the organization

In sourcing

50

Does not require action when identified

Informational Event

51

Tangible or intangible deliverable of an activity

Output

52

Set of Specialized organizational capabilites for enablling value for customers in the form of services

Service Management

53

What are the activities in the service value chain:

1. Plan
2. Improve
3. Engage
4. Design and Transition
5. Obtain/Build
6. Deliver and Support

54

New or changed components are deployed to all targets at the same time

Big Bang Deployment

55

How many activities make up the service value chain?

6

56

How all the components and activities of the company work together as a system to create value.

Service Value System (SVS)

57

Inputs of the Service Value System

Opportunity and Demand

58

What are the steps in the Continual Improvement Model:

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Take Action
6. Did we get there?
7. Keep the momentum going?

59

Any component that needs to be managed in order to deliver an IT service

Configuration Item (CI)

60

A version of a service or other configuration item (CI) or a collection of configuration itmes that is made available for use.

Release

61

Components are integrated, tested, and deployed when they are needed.

Continuous Delivery

62

Result for a stakeholder enabled by one or more outputs

Outcome

63

Set of tools, data, and information that is used to support service configuration management

Configuration Management System (CMS)

64

Which service value chain activity ensures a shared understanding of the vision, current standing and improvement direction across an organization

Plan

65

Number of Guiding Principles

7

66

Keeps information on its assets, costs and related contracts

Asset Register

67

Procurement of a product or service from more than one independent supplier

Multi-Sourcing

68

Person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Organization

69

Must be implemented ASAP. Not usually included in a change schedule and usually expedited to ensure they can be implemented quickly

Emergency Change

70

The addiction, modification or removal of anything that could have a direct or indirect effect on services

Change

71

All new resources are gained through which service value chain activity?

Obtain/Build

72

Defines requirements for a service and takes responsibility for the outcomes of service consumption

Customer

73

Unplanned interruption to a service or reduction in the quality of a service

Incident

74

A formal description of one or more services, designed to address the needs of a target consumer group

Service Offering