ITIL 4 Foundation Glossary

Question 1

A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.

Answer 1

Acceptance criteria

Question 2

An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban.

Answer 2

Agile

Question 3

The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.

Answer 3

Architecture management practice

Question 4

A database or list of assets capturing key attributes such as ownership and financial value.

Answer 4

Asset register

Question 5

The ability of an IT service or other configuration item to perform its agreed function when required.

Answer 5

Availability

Question 6

The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.

Answer 6

Availability management practice

Question 7

A report or metric that serves as a starting point against which progress or change can be assessed.

Answer 7

Baseline

Question 8

A way of working that has been proven to be successful by multiple organizations.

Answer 8

Best practice

Question 9

The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.

Answer 9

Big data

Question 10

The practice of analysing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders.

Answer 10

Business analysis practice

Question 11

A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.

Answer 11

Business case

Question 12

A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

Answer 12

Business Impact Analysis (BIA)

Question 13

A role responsible for maintaining good relationships with one or more customers

Answer 13

Business Relationship Manager (BRM)

Question 14

An interaction (e.g. a telephone call) with the service desk, which could result in an incident or a service request being logged.

Answer 14

Call

Question 15

An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.

Answer 15

Call/contact centre

Question 16

The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.

Answer 16

Capability

Question 17

The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.

Answer 17

Capacity and performance management practice

Question 18

The activity of creating a plan that manages resources to meet demand for services

Answer 18

Capacity planning

Question 19

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

Answer 19

Change

Question 20

A person or group responsible for authorizing a change.

Answer 20

Change authority

Question 21

The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

Answer 21

Change control practice

Question 22

A repeatable approach to the management of a particular type of change

Answer 22

Change model

Question 23

A calendar that shows planned and historical changes

Answer 23

Change schedule

Question 24

The activity that assigns a price for services.

Answer 24

Charging

Question 25

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.

Answer 25

Cloud computing

Question 26

The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.

Answer 26

Compliance

Question 27

A security objective that ensures information is not made available or disclosed to unauthorized entities.

Answer 27

Confidentiality

Question 28

An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.

Answer 28

Configuration

Question 29

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

Answer 29

Configuration Item (CI)

Question 30

A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.

Answer 30

Configuration Management Database (CMDB)

Question 31

A record containing the details of a configuration item (CI). Each configuration record documents the lifecycle of a single CI. Configuration records are stored in a configuration management database.

Answer 31

Configuration record

Question 32

The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

Answer 32

Continual improvement practice

Question 33

An integrated set of practices and tools used to deploy software changes into the production environment. These software changes have already passed predefined automated tests.

Answer 33

Continuous deployment

Question 34

An integrated set of practices and tools used to merge developers’ code, build and test the resulting software, and package it so that it is ready for deployment.

Answer 34

Continuous integration/continuous delivery

Question 35

The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.

Answer 35

Control

Question 36

The amount of money spent on a specific activity or resource.

Answer 36

Cost

Question 37

A business unit or project to which costs are assigned.

Answer 37

Cost centre

Question 38

A necessary precondition for the achievement of intended results.

Answer 38

Critical success factor (CSF)

Question 39

A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.

Answer 39

Culture

Question 40

A role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 40

Customer

Question 41

The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.

Answer 41

Customer experience (CX)

Question 42

A real-time graphical representation of data.

Answer 42

Dashboard

Question 43

The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Answer 43

Deliver and support

Question 44

Input to the service value system based on opportunities and needs from internal and external stakeholders.

Answer 44

Demand

Question 45

The movement of any service component into any environment.

Answer 45

Deployment

Question 46

The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

Answer 46

Deployment management practice

Question 47

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

Answer 47

Design and transition

Question 48

A practical and human-cantered approach used by product and service designers to solve complex problem sand find practical and creative solutions that meet the needs of an organization and its customers.

Answer 48

Design thinking

Question 49

An environment used to create or modify IT services or applications.

Answer 49

Development environment

Question 50

An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS).

Answer 50

DevOps

Question 51

The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role.

Answer 51

Digital transformation

Question 52

A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an organization failing to provide critical business functions for some predetermined minimum period.

Answer 52

Disaster

Question 53

A set of clearly defined plans related to how an organization will recover from a disaster as well as return to apre-disaster condition, considering the four dimensions of service management.

Answer 53

Disaster recovery plans

Question 54

Something that influences strategy, objectives, or requirements.

Answer 54

Driver

Question 55

A measure of whether the objectives of a practice, service or activity have been achieved

Answer 55

Effectiveness

Question 56

A measure of whether the right amount of resources have been used by a practice, service, or activity

Answer 56

Efficiency

Question 57

A change that must be introduced as soon as possible

Answer 57

Emergency change

Question 58

The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Answer 58

Engage

Question 59

A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Can also mean the external conditions that influence or affect something.

Answer 59

Environment

Question 60

A flaw or vulnerability that may cause incidents

Answer 60

Error

Question 61

Problem management activities used to manage known errors.

Answer 61

Error control

Question 62

The act of sharing awareness or transferring ownership of an issue or work item.

Answer 62

Escalation

Question 63

Any change of state that has significance for the management of a service or other configuration item.

Answer 63

Event

Question 64

A customer who works for an organization other than the service provider

Answer 64

External customer

Question 65

A loss of ability to operate to specification, or to deliver the required output or outcome

Answer 65

Failure

Question 66

A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.

Answer 66

Feedback loop

Question 67

The four perspectives that are critical to the effective and efficient facilitation of value for customers another stakeholders in the form of products and services.

Answer 67

Four dimensions of service management

Question 68

Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities.

Answer 68

Goods

Question 69

The means by which an organization is directed and controlled.

Answer 69

Governance

Question 70

A unique name that is used to identify and grant system access rights to a user, person, or role.

Answer 70

Identity

Question 71

The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Answer 71

Improve

Question 72

An unplanned interruption to a service or reduction in the quality of a service.

Answer 72

Incident

Question 73

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 73

Incident management

Question 74

One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

Answer 74

Information and technology

Question 75

The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

Answer 75

information security management practice

Question 76

The policy that governs an organization’s approach to information security management.

Answer 76

Information security policy

Question 77

The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties.

Answer 77

Infrastructure and platform management practice

Question 78

A security objective that ensures information is only modified by authorized personnel and activities.

Answer 78

Integrity

Question 79

A customer who works for the same organization as the service provider

Answer 79

Internal customer

Question 80

The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity.

Answer 80

Internet of Things

Question 81

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

Answer 81

IT asset

Question 82

The practice of planning and managing the full lifecycle of all IT assets

Answer 82

IT asset management practice

Question 83

All the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services.

Answer 83

IT infrastructure

Question 84

A service based on the use of information technology.

Answer 84

IT service

Question 85

Best-practice guidance for IT service management.

Answer 85

ITIL

Question 86

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

Answer 86

ITIL guiding principles

Question 87

An operating model for service providers that covers all the key activities required to effectively manage products and services.

Answer 87

ITIL service value chain

Question 88

A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.

Answer 88

Kanban

Question 89

An important metric used to evaluate the success in meeting an objective.

Answer 89

Key performance indicator (KPI)

Question 90

The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization.

Answer 90

Knowledge management practice

Question 91

A problem that has been analysed but has not been resolved.

Answer 91

Known error

Question 92

An approach that focuses on improving workflows by maximizing value through the elimination of waste.

Answer 92

Lean

Question 93

The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity.

Answer 93

Lifecycle

Question 94

Refers to a service or other configuration item operating in the live environment.

Answer 94

Live

Question 95

A controlled environment used in the delivery of IT services to service consumers

Answer 95

Live environment

Question 96

The ease with which a service or other entity can be repaired or modified.

Answer 96

Maintainability

Question 97

An incident with significant business impact, requiring an immediate coordinated resolution.

Answer 97

Major incident

Question 98

Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.

Answer 98

Management system

Question 99

A measure of the reliability, efficiency and effectiveness of an organization, practice, or process

Answer 99

Maturity

Question 100

A metric of how frequently a service or other configuration item fails.

Answer 100

Mean time between failures (MTBF)

Question 101

A metric of how quickly a service is restored after a failure.

Answer 101

Mean time to restore service (MTRS)

Question 102

The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.

Answer 102

Measurement and reporting

Question 103

A measurement or calculation that is monitored or reported for management and improvement.

Answer 103

Metric

Question 104

A short but complete description of the overall purpose and intentions of an organization.

Answer 104

Mission

Question 105

A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships.

Answer 105

Model

Question 106

The activity of creating, maintaining, and utilizing models.

Answer 106

Modelling

Question 107

Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.

Answer 107

Monitoring

Question 108

The practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.

Answer 108

Monitoring and event management practice

Question 109

The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.

Answer 109

Obtain or build

Question 110

The routine running and management of an activity, product, service, or other configuration item.

Answer 110

Operation

Question 111

The hardware and software solutions that detect or cause changes in physical processes through direct monitoring or control of physical devices such as valves, pumps, etc.

Answer 111

Operational technology

Question 112

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

Answer 112

Organization

Question 113

The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.

Answer 113

Organizational change management practice

Question 114

The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.

Answer 114

Organizational resilience

Question 115

The speed, effectiveness, and efficiency with which an organization operates. It influences time to market, quality, safety, costs, and risks.

Answer 115

Organizational velocity

Question 116

One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Answer 116

Organizations and people

Question 117

A result for a stakeholder enabled by one or more outputs.

Answer 117

Outcome

Question 118

A tangible or intangible deliverable of an activity.

Answer 118

Output

Question 119

The process of having external suppliers provide products and services that were previously provided internally.

Answer 119

Outsourcing

Question 120

One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

Answer 120

Partners and suppliers

Question 121

A relationship between two organizations that involves working closely together to achieve common goals and objectives.

Answer 121

Partnership

Question 122

A measure of what is achieved or delivered by a system, person, team, practice, or service

Answer 122

Performance

Question 123

A test implementation of a service with a limited scope in a live environment.

Answer 123

Pilot

Question 124

The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Answer 124

Plan

Question 125

Formally documented management expectations and intentions used to direct decisions and activities.

Answer 125

Policy

Question 126

The practice of ensuring that an organization has the right mix of programs, projects, products, and services to execute its strategy within its funding and resource constraints.

Answer 126

Portfolio management practice

Question 127

A review after the implementation of a change, to evaluate success and identify opportunities for improvement.

Answer 127

Post-implementation review (PIR)

Question 128

A set of organizational resources designed for performing work or accomplishing an objective.

Answer 128

Practice

Question 129

The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Answer 129

Problem management practice

Question 130

A documented way to carry out an activity or a process

Answer 130

Procedure

Question 131

A set of interrelated or interacting activities that transform inputs into outputs. It takes one or more defined inputs and turns them into defined outputs. It defines the sequence of actions and their dependencies.

Answer 131

Process

Question 132

A configuration of an organization’s resources designed to offer value for a consumer

Answer 132

Product

Question 133

A set of related projects and activities, and an organization structure created to direct and oversee them.

Answer 133

program

Question 134

A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.

Answer 134

Project

Question 135

The practice of ensuring that all an organization’s projects are successfully delivered.

Answer 135

Project management practice

Question 136

An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.

Answer 136

Quick win

Question 137

A document stating results achieved and providing evidence of activities performed

Answer 137

Record

Question 138

The activity of returning a configuration item to normal operation after a failure.

Answer 138

Recovery

Question 139

The point to which information used by an activity must be restored to enable the activity to operate on resumption.

Answer 139

Recovery point objective (RPO)

Question 140

The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.

Answer 140

Recovery time objective (RTO)

Question 141

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Answer 141

Relationship management practice

Question 142

A set of tools, data, and information that is used to support service configuration management.

Answer 142

Configuration Management System (CMS)

Question 143

A version of a service or other configuration item, or a collection of configuration items, that is made available for use.

Answer 143

Release

Question 144

The practice of making new and changed services and features available for use.

Answer 144

Release management practice

Question 145

The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.

Answer 145

Reliability

Question 146

A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.

Answer 146

Request catalogue

Question 147

A description of a proposed change used to initiate change control

Answer 147

Request for change (RFC)

Question 148

The action of solving an incident or problem.

Answer 148

Resolution

Question 149

A person, or other entity, that is required for the execution of an activity or the achievement of an objective. It can used by an organization may be owned by the organization or used according to an agreement with the owner.

Answer 149

Resource

Question 150

The act of permanently withdrawing a product, service, or other configuration item from use.

Answer 150

Retire

Question 151

A possible event that could cause harm or loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Answer 151

Risk

Question 152

An activity to identify, analyse, and evaluate risks.

Answer 152

Risk assessment

Question 153

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Answer 153

Service

Question 154

Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly.

Answer 154

Service action

Question 155

A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service.

Answer 155

Service architecture

Question 156

Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.

Answer 156

Service catalog

Question 157

The practice of providing a single source of consistent information on all services and service offerings and ensuring that it is available to the relevant audience.

Answer 157

Service catalog management practice

Question 158

The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

Answer 158

Service configuration management practice

Question 159

Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods

Answer 159

Service consumption

Question 160

The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.

Answer 160

Service continuity management practice

Question 161

The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.

Answer 161

Service design practice

Question 162

The point of communication between the service provider and all its users.

Answer 162

Service desk

Question 163

The practice of capturing demand for incident resolution and service requests.

Answer 163

Service desk practice

Question 164

One or more metrics that define expected or achieved service quality.

Answer 164

Service level

Question 165

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

Answer 165

Service level agreement (SLA)

Question 166

The practice of 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.

Answer 166

Service level management practice

Question 167

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Answer 167

Service management

Question 168

A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

Answer 168

Service offering

Question 169

A role that is accountable for the delivery of a specific service.

Answer 169

Service owner

Question 170

A complete set of products and services that are managed throughout their lifecycles by an organization.

Answer 170

Service portfolio

Question 171

A role performed by an organization in a service relationship to provide services to consumers.

Answer 171

Service provider

Question 172

Activities performed by an organization to provide services. It includes 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. It may also include the supply of goods.

Answer 172

Service provision

Question 173

A cooperation between a service provider and service consumer. It includes service provision, service consumption, and service relationship management.

Answer 173

Service relationship

Question 174

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Answer 174

Service relationship management

Question 175

A 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.

Answer 175

Service request

Question 176

The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 176

Service request management practice

Question 177

The practice of ensuring that new or changed products and services meet defined requirements.

Answer 177

Service validation and testing practice

Question 178

A model representing how all the components and activities of an organization work together to facilitate value creation.

Answer 178

Service value system (SVS)

Question 179

The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.

Answer 179

Software development and management practice

Question 180

The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary.

Answer 180

Sourcing

Question 181

A documented description of the properties of a product, service, or other configuration item

Answer 181

Specification

Question 182

A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

Answer 182

Sponsor

Question 183

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.

Answer 183

Stakeholder

Question 184

A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject.

Answer 184

Standard

Question 185

A low-risk, preauthorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.

Answer 185

Standard change

Question 186

A description of the specific states an entity can have at a given time

Answer 186

Status

Question 187

The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.

Answer 187

Strategy management practice

Question 188

A stakeholder responsible for providing services that are used by an organization.

Answer 188

Supplier

Question 189

The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

Answer 189

Supplier management practice

Question 190

A team with the responsibility to maintain normal operations, address users’ requests, and resolve incidents and problems related to specified products, services, or other configuration items.

Answer 190

Support team

Question 191

A combination of interacting elements organized and maintained to achieve one or more stated purposes.

Answer 191

System

Question 192

A holistic approach to analysis that focuses on the way that a system’s constituent parts work, interrelate, and interact over time, and within the context of other systems.

Answer 192

Systems thinking

Question 193

The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.

Answer 193

Technical debt

Question 194

A controlled environment established to test products, services, and other configuration items

Answer 194

Test environment

Question 195

A stakeholder external to an organization.

Answer 195

Third party

Question 196

A measure of the amount of work performed by a product, service, or other system over a given period of time.

Answer 196

Throughput

Question 197

A unit of work consisting of an exchange between two or more participants or systems.

Answer 197

Transaction

Question 198

A technique using realistic practical scenarios to define functional requirements and to design tests.

Answer 198

Use case

Question 199

A person who uses services.

Answer 199

User

Question 200

The functionality offered by a product or service to meet a particular need. It can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have it, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

Answer 200

Utility

Question 201

Functional requirements which have been defined by the customer and are unique to a specific product.

Answer 201

Utility requirements

Question 202

Confirmation that the system, product, service, or other entity meets the agreed specification.

Answer 202

Validation

Question 203

The perceived benefits, usefulness, and importance of something.

Answer 203

Value

Question 204

A series of steps an organization undertakes to create and deliver products and services to consumers.

Answer 204

Value stream

Question 205

A defined aspiration of what an organization would like to become in the future

Answer 205

Vision

Question 206

Assurance that a product or service will meet agreed requirements. It can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. It often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. It typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to have it, if all defined and agreed conditions are met.

Answer 206

Warranty

Question 207

Typically, non-functional requirements captured as inputs from key stakeholders and other practices.

Answer 207

Warranty requirements

Question 208

A development approach that is linear and sequential with distinct objectives for each phase of development.

Answer 208

Waterfall method

Question 209

A detailed description to be followed in order to perform an activity

Answer 209

Work instruction

Question 210

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

Answer 210

Workaround

Question 211

The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives.

Answer 211

Workforce and talent management practice

Question 212

The four dimensions of Service Management

Answer 212

Question 213

Components of the Service Value System (SVS)

Answer 213

Question 214

Components of the Service Value Chain

Answer 214

Question 215

What are some of the main ITIL management practices?

Answer 215

• Continual improvement
• Change enablement
• Incident management
• Problem management
• Service request management
• Service desk
• Service level management
• Information security management
• Relationship management
• Supplier management
• IT Asset management
• Monitoring and Event Management
• Release management
• Service Configuration Management
• Deployment management

Question 216

Which ITIL practice involves the below?

Supplier planning
Evaluation of suppliers and contracts
Supplier and contract negotiation
Supplier categorization
Supplier and contract management
Warranty management
Performance management
Contract renewal or termination

Answer 216

Supplier Management Practice

Question 217

These are changes that need to be scheduled, assessed, and authorized
in order to follow a standard process

Answer 217

Normal changes

Question 218

The infrastructure and process necessary for the effective
management, control, and protection of the software assets within an
organization, throughout all stages of their lifecycle.

Answer 218

Software asset management (SAM)

Question 219

Two types of IT asset management

Answer 219

IT asset management (ITAM)

This is a sub-practice of asset management that is specifically aimed at managing the lifecycles and total costs of IT equipment and infrastructure.

Software asset management (SAM)

This is the infrastructure and process necessary for the effective management, control, and protection of the software assets within an organization, throughout all stages of their lifecycle

Question 220

Distinct approaches that can be used for deployment

Answer 220