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ITIL > ITIL 4 Glossary > Flashcards

ITIL 4 Glossary Flashcards

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1
Q

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 time-boxing.

A

Agile

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2
Q

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

A

Change

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3
Q

The amount of money spent on a specific activity or resource (Does not have to be monetary)

A

Cost

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4
Q

A necessary precondition for the achievement of intended results

A

Critical Success Factor (CSF)

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5
Q

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

A

Customer

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6
Q

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

A

Customer Experience (CX)

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7
Q

The person or group who authorizes a change

A

Change Authority

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8
Q

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

A

Configuration Item (CI)

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9
Q

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

A

Demand

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10
Q

A structured database or document that is used to track and manage improvement opportunities

A

Continual Improvement Register (CIR)

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11
Q

An organizational culture that aims to improve the flow of value to customers

A

DevOps

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12
Q

The practice of aligning an organizations practices and services with changing business needs and through the ongoing identification and improvement of all elements involved in effective management of Products or services

A

Continual Improvement Practice

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13
Q

Any change of state that has significance for the management of a service or other CI

A

Event

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14
Q

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

A

Feedback loop

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15
Q

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

A

Kanban

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16
Q

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

A

Four dimensions of service management

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17
Q

A problem that has been analyzed but has not been resolved

A

Know error

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18
Q

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

A

Key Performance Indicator (KPI)

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19
Q

The means by which an organization is directed and controlled

A

Governance

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20
Q

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

A

Lean

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21
Q

The measure of the system as a whole and not the sum of its parts

A

Holistic

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22
Q

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

A

Metric

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23
Q

This dimension includes information and knowledge used to deliver services used to manage all aspects of the SVS

A

Information and technology

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24
Q

The overall purpose and intentions of an organization

A

Mission

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25
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
Minimum viable product
26
Any financially valuable component that can contribute to the delivery of an it product
It asset
27
Options or possibilities to add value for the stakeholders or otherwise improve the organization
Opportunity
28
Best practice guidance for IT service management
ITIL
29
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
30
Recommendations that can lead an organization in all circumstances, regardless of changes in its goal, straggles, types of work, or management structure,
ITIL guiding principles
31
This dimension 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
Organizations and people
32
An operating model for service providers that covers all the key activities required to effectively manage products and services
ITIL service value chain
33
A result for a stakeholder enabled by one or more outputs
Outcome
34
A tangible or intangible deliverable of an activity
Output
35
A possible event that could cause harm or loss, or make it difficult to achieve objectives
Risk
36
This dimension 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
Partners and suppliers
37
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
Service
38
A relationship between two organizations that involve working closely together to achieve common goals and objectives
Partnership
39
Structured information about all the services and service offerings for a service provider
Service catalog
40
A measure of what is achieved or delivered by a system, person, team, practice, or service.
Performance
41
Sets of organizational resources designed for performing work and accomplishing an objective
Practice
42
A cause, or potential cause, of one or more incidents
Problem
43
Activities performed by an organization to consume services.
Service consumption
44
The point of communication between the service provider and all of its users
Service desk
45
A set of interrelated and interacting activities that transform inputs into outputs; defines the sequence of actions and their dependencies
Process
46
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service management
47
A configuration of an organization’s resources designed to offer value for a consumer
Product
48
A formal description of one or more services, designed to address the needs of a target consumer group. This includes goods, access to resources and service actions
Service offering
49
A version of a service or other configuration item, or a collection of configuration items, that is made available for use
Release
50
A role performed by an organization in a service relationship to provide services to consumers
Service provider
51
Personnel, material, finance and other entity required for the execution of an activity or the achievement of an objective. This can be owned by the organization or used with permission from the other owner
Resource
52
What are the 7 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
53
What are the four dimensions of service management?
1. Organizations and People 2. Information and technology 3. Partners and suppliers 4. Value streams and processes
54
What are the service value chain activities
``` PIEDOD Plan Improve Engage Design and transition obtain and build Deliver and support ```
55
The practice of protecting an organization by understanding and managing risks to the confidentially,integrity and availability of information
Information Security Management
56
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Relationship management practice
57
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the providing of seamless quality products and services
Supplier management Practice
58
Name 3 general management practices
Continual improvement practice Information security management practice Supplier management practice
59
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 IT changes
Change enablement practice
60
The practice of minimizing the negative impact of incidents by restoring normal service operations as quickly as possible
Incident management practice
61
The practice of planning and managing the full life cycle of all it assets
IT Asset Management Practice
62
The practice of systemically observing services and service components and recording and reporting selected changes of state identified as events
Monitoring and event management practice
63
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem Management Practice
64
The practice of making new and changes services and features available for use
Release management practice
65
The practice of ensuring that accurate and reliable information of the configuration of services, and the configuration items that support them, is available when and where needed
Service configuration management
66
The practice of capturing demand for incident resolution and service requests
Service Desk Practice
67
The practice of setting clear business-bases targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Service level management practice
68
The practice of supporting the agreed quality of a service by handling all predefined, user initiated service requests In an effective and user friendly manner
Service request management practice
69
The practice of moving a new or changed hardware,software,documentation,process, or any other service components to live environments
Deployment management practices

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