ITIL Deck Flashcards
(71 cards)
The ITIL® 4 Foundation qualification is intended to?
Introduce candidates to the management of
modern IT-enabled services.
Key concepts of services and service management:
Service?
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.
Key concepts of services and service management:
Service management?
A set of specialized organizational capabilities for enabling value for
customers in the form of services.
Key concepts of services and service management:
Customer?
The role that defines the requirements for a service and takes responsibility for the
outcomes of service consumption.
Key concepts of services and service management:
User?
The role that uses services.
Key concepts of services and service management:
Sponsor?
The role that authorizes budget for service consumption.
Key concepts of services and service management:
Utility?
The functionality offered by a product or service to meet a particular need.
‘what the service does’
‘fit for purpose’
Key concepts of services and service management:
Warranty?
Assurance that a product or service will meet agreed requirements.
‘how the service performs’
‘fit for use’
Key concepts of creating value with services:
Value?
The perceived benefits, usefulness, and importance of something.
Key concepts of creating value with services:
Output?
A tangible or intangible deliverable of an activity.
Key concepts of creating value with services:
Outcome?
A result for a stakeholder enabled by one or more outputs.
Key concepts of creating value with services:
Cost?
The amount of money spent on a specific activity or resource.
Key concepts of creating value with services:
Risk?
A possible event that could cause harm or loss, or make it more difficult to achieve
objectives.
Key concepts of creating value with services:
Organization?
A person or a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives.
Key concepts of service relationships:
Service offering?
A formal description of one or more services, designed to address the needs
of a target consumer group.
Key concepts of service relationships:
Service relationship management?
Joint activities performed by a service provider and a
service consumer to ensure continual value co-creation based on agreed and available service
offerings.
Key concepts of service relationships:
Service provision?
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; fulfillment of the agreed service actions; service level management;
and continual improvement. It may also include the supply of goods.
Key concepts of service relationships:
Service consumption?
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 (if required).
The ITIL guiding principles:
Focus on value?
Everything that the organization does needs to map, directly or indirectly,
to value for the stakeholders.
The ITIL guiding principles:
Start where you are?
Do not start from scratch and build something new without
considering what is already available to be leveraged.
The ITIL guiding principles:
Progress iteratively with feedback?
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.
The ITIL guiding principles:
Collaborate and promote visibility?
Working together across boundaries produces results
that have greater buy-in, more relevance to objectives, and increased likelihood of longterm
success.
The ITIL guiding principles:
Think and work holistically?
No service, or element used to provide a service, stands
alone.
The ITIL guiding principles:
Keep it simple and practical?
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.