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ITILV4 > Quick Reference Guide > Flashcards

Quick Reference Guide Flashcards

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1
Q

What is a ‘service’?

A

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.

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2
Q

What is ‘utility’?

A

What the service does – the functionality offered to meet a particular need (“fit for purpose”).

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3
Q

What is ‘warranty’?

A

How the service performs – assurance that the service meets agreed requirements (“fit for use”).

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4
Q

What is ‘service management’?

A

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

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5
Q

What is the difference between a ‘customer’, ‘user’, and ‘sponsor’?

A

Customer: defines service requirements and is responsible for outcomes.

User: uses the service.

Sponsor: approves the budget or provides financial/support bac

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6
Q

What are the 7 Guiding Principles of ITIL 4?

A

Focus on value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Optimize and automate

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7
Q

What does ‘Focus on value’ mean?

A

Everything the organization does should map to value for stakeholders, emphasizing user experience.

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8
Q

What does ‘Start where you are’ mean?

A

Don’t start from scratch. Leverage existing services, processes, and capabilities.

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9
Q

What does ‘Progress iteratively with feedback’ mean?

A

Work in small steps with regular feedback to stay focused and adapt to change.

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10
Q

What does ‘Collaborate and promote visibility’ mean?

A

Collaborate across boundaries, share information openly, and promote transparency

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11
Q

What is value?

A

The perceived benefits, usefulness, and importance of something.

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12
Q

What is an output?

A

A tangible or intangible deliverable of an activity.

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13
Q

What is an outcome?

A

A result enabled by one or more outputs

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14
Q

What is a risk?

A

A possible event causing harm/loss or uncertainty of outcomes.

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15
Q

What is an organization in ITIL?

A

A group of people with roles and responsibilities working toward shared objectives.

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16
Q

What is a service offering?

A

A formal description of services designed to meet the needs of a target consumer group.

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17
Q

What is service provision?

A

Activities by a provider to deliver services, including resource management and service actions.

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18
Q

What is service consumption?

A

Activities by consumers to use services, including management of required resources.

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19
Q

What does ‘Think and work holistically’ mean?

A

Treat services and systems as interconnected, not isolated parts.

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20
Q

What does ‘Keep it simple and practical’ mean?

A

Eliminate unnecessary steps and focus on outcomes.

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21
Q

What does ‘Optimize and automate’ mean?

A

Remove waste and use technology to improve efficiency.

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22
Q

What are the 4 dimensions of service management?

A

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

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23
Q

What is the ITIL Service Value System (SVS)?

A

A model showing how components and activities work together to create value.

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24
Q

What are the components of Service Value System (SVS)?

A

Guiding principles

Governance

Service value chain

Practices

Continual improvement

Opportunity/demand leading to value

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25
What are the 6 activities of the Service Value Chain?
Plan Improve Engage Design & transition Obtain/build Deliver & support
26
What is the 'Organizations and People' dimension?
It ensures that the organization’s structure, roles, responsibilities, authority systems, and communication are well defined and support its overall strategy and operating model.
27
What is the 'Information and Technology' dimension?
It includes the information and knowledge used to deliver services, and the technologies used to manage all aspects of the service value system.
28
What is the 'Partners and Suppliers' dimension?
It encompasses the organization’s relationships with other organizations involved in designing, delivering, or improving services, including contracts and agreements.
29
What is the 'Value Streams and Processes' dimension?
It defines the workflows, activities, controls, and procedures needed to achieve agreed service objectives.
30
What is 'Opportunity' in the ITIL SVS?
The possibility to add value for stakeholders or improve the organization
31
What is 'Demand' in the ITIL SVS?
The need or desire for products and services from internal or external customers.
32
What is 'Value' in the ITIL SVS?
The perceived benefits, usefulness, and importance of something.
33
What are 'Guiding Principles' in the ITIL SVS?
Recommendations that guide an organization in all circumstances, regardless of changes in goals, strategies, or structure
34
What is 'Governance' in the ITIL SVS?
The means by which an organization is directed and controlled.
35
What is the 'Service Value Chain' in the ITIL SVS?
A set of interconnected activities an organization performs to deliver a valuable product or service and facilitate value realization.
36
What are 'Practices' in the ITIL SVS?
Sets of organizational resources designed to perform work or accomplish objectives.
37
What is 'Continual Improvement' in the ITIL SVS?
A recurring organizational activity performed at all levels to ensure ongoing alignment with stakeholder expectations, supported by the continual improvement model.
38
What is the purpose of the 'Plan' activity in the Service Value Chain?
To ensure a shared understanding of the vision, current status, and improvement direction for all dimensions, products, and service
39
What is the purpose of the 'Improve' activity in the Service Value Chain?
To ensure continual improvement of products, services, practices, and all value chain activities across all four dimensions.
40
What is the purpose of the 'Engage' activity in the Service Value Chain?
To provide understanding of stakeholder needs, maintain transparency, support continual engagement, and foster good stakeholder relationships.
41
What is the purpose of the 'Design and Transition' activity in the Service Value Chain?
To ensure that products and services continually meet stakeholder expectations for quality, cost, and time to market.
42
What is the purpose of the 'Obtain/Build' activity in the Service Value Chain?
To ensure that service components are available when and where needed, and that they meet agreed specifications.
43
What is the purpose of the 'Deliver and Support' activity in the Service Value Chain?
To ensure that services are delivered and supported according to agreed specifications and stakeholder expectations.
44
What is the purpose of Information Security Management?
To protect the information needed by the organization to conduct business, by managing risks to confidentiality, integrity, and availability
45
What does 'Confidentiality' mean in information security?
Ensuring information is not disclosed to unauthorized individuals.
46
What does 'Integrity' mean in information security?
Ensuring information is only modified by authorized personnel and activities
47
What does 'Availability' mean in information security?
Ensuring information is accessible to authorized users when needed.
48
What is 'Authentication' in this context?
Verifying that someone is who they claim to be.
49
What is 'Non-repudiation'?
Ensuring a person cannot deny the validity of their actions.
50
Relationship Management
To establish and maintain strong links with stakeholders at both strategic and tactical levels, including ongoing analysis and improvement.
51
What is the purpose of Supplier Management?
Planning and obtaining resources from specific source types (internal/external, centralized/distributed, open/proprietary).
52
What is the purpose of IT Asset Management?
To manage the full lifecycle of IT assets to maximize value, control cost, manage risk, and support decisions about purchasing, reuse, and retirement.
53
What is an 'IT Asset'?
Any financially valuable component that contributes to delivering an IT product or service.
54
What is the purpose of Monitoring and Event Management?
To continuously monitor services, detect significant changes (events), and respond to ensure service availability and stability.
55
What is an 'event' in ITIL?
Any change of state that is significant for the management of a service or configuration item.
56
What are the types of events?
Informational, warnings, or exceptions.
57
What is the purpose of Release Management?
To make new and changed services and features available for use.
58
What is the purpose of Service Configuration Management?
To ensure accurate and reliable information about service configuration items (CIs) and their relationships is available when needed.
59
What is a Configuration Item (CI)?
Any component that needs to be managed to deliver an IT service
60
What is the purpose of Deployment Management?
To move new or changed components (hardware, software, documentation, etc.) into live or staging environments.
61
What is the purpose of Continual Improvement?
To align services and practices with changing business needs by continuously improving products, services, and processes.
62
What is the Continual Improvement Model?
A structured, iterative approach for implementing improvements, focused on value and organizational goals.
63
What is the Continual Improvement Register (CIR)?
A structured document or database used to track and manage improvement ideas from start to completion.
64
What is the purpose of Change Enablement?
To maximize the number of successful service and product changes by assessing risks, authorizing changes, and managing the change schedule.
65
What is a 'Change' in ITIL?
The addition, modification, or removal of anything that could affect IT services directly or indirectly.
66
What is a 'Request for Change (RFC)'?
A formal proposal for a change, used to initiate the change enablement process.
67
Who is the 'Change Authority'?
A person or group responsible for authorizing a change.
68
What is a 'Standard Change'?
A low-risk, pre-authorized, well-understood change that doesn't require additional authorization.
69
What is a 'Normal Change'?
A change that must be assessed, authorized, and scheduled via a formal process.
70
What is an 'Emergency Change'?
A change that must be implemented as soon as possible due to urgent need.
71
What is a 'Change Schedule'?
A calendar showing planned and historical changes
72
What is a 'Change Model'?
A repeatable approach to managing a specific type of change.
73
What is a 'Post-Implementation Review (PIR)'?
A review after a change has been implemented to evaluate its success and identify areas for improvement.
74
What is the purpose of Incident Management?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
75
What is an 'Incident'?
An unplanned interruption to a service or a reduction in the quality of a service.
76
What is a 'Major Incident'?
An incident with significant business impact that requires an immediate coordinated resolution.
77
What is 'Swarming' in incident management?
A technique where multiple stakeholders work together initially to quickly diagnose and resolve incidents before assigning ownership.
78
What is the purpose of Problem Management?
To reduce the likelihood and impact of incidents by identifying causes and managing workarounds and known errors.
79
What is a 'Problem'?
A cause, or potential cause, of one or more incidents.
80
What is a 'Known Error'?
A problem that has been analyzed but not yet resolved.
81
What is a 'Workaround'?
A temporary solution that reduces or eliminates the impact of an incident or problem without fully resolving it.
82
What is 'Problem Identification'?
Activities that detect and log problems using data from incidents, users, technical staff, and suppliers.
83
What is 'Problem Control'?
Analyzing problems and documenting workarounds and known errors.
84
What is 'Error Control'?
Managing known errors and evaluating permanent solutions, often resulting in a change request if justified.
85
What is the purpose of Service Request Management?
To efficiently handle user-initiated service requests, improving service quality and user satisfaction.
86
What are common examples of service requests?
Password resets, software installations, and access requests.
87
What is a 'Service Request Model'?
A predefined, standardized process for fulfilling a specific type of service request.
88
What is a 'Request Catalogue'?
A user-facing list of available service requests.
89
Who are key roles in handling service requests?
Service desk agents, technical specialists, and service owners
90
How does automation improve Service Request Management?
It speeds up fulfillment, reduces manual work, and ensures consistency and compliance with SLAs.
91
What is the role of the Service Desk?
It acts as the central point of contact between users and the service provider, handling incidents and service requests.
92
How does the Service Desk contribute to business success?
By ensuring seamless communication, resolving issues efficiently, and maintaining service continuity.
93
What is 'Escalation' in the context of the Service Desk?
The process of transferring ownership or raising awareness of an issue when more expertise or authority is required.
94
Why is effective escalation important?
It enables timely resolution of issues and helps prevent operational delays or bottlenecks.
95
What is the purpose of Service Level Management (SLM)?
To define, agree, monitor, and report on service levels to ensure that IT services meet business expectations
96
What are Service Level Agreements (SLAs)?
Formal agreements between service providers and customers that define expected service quality levels, such as availability and response time.
97
What is the 'Watermelon Effect'?
When SLA metrics appear positive (green) but user satisfaction is low due to hidden issues, like service failures during critical times.
98
Why is a user-centric approach important in SLM?
It ensures services align with business needs and user experience, not just technical metrics.
98
How does SLM integrate with other practices?
It supports and enhances Incident Management, Change Enablement, Service Desk operations, and continual improvement.

ITILV4 (1 decks)

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