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Flashcards in Terms Deck (43)
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1

Continual Improvement

Align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services

2

Change Control

Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule

3

Incident Management

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

4

Problem Management

Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

5

Service Request Management

Support the agreed-upon quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner

6

Service Desk

Capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users

7

Service Level Management

Set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets

8

Information Security Management

Protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security

9

Relationship Management

Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels including the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders

10

Supplier Management

Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services

11

IT Asset Management

Plan and manage the full lifecycle of all IT assets, to help the organization maximize value; control cost; manage risk; support decision-making about purchase, reuse and retirement of assets; meet regulatory and contractual requirements

12

Monitoring & Event Management

Systematically observe services and service components, and record and report selected changes of state identified as events

13

Release Management

Make new and changed services and features available for use

14

Service Configuration Management

Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed

15

Deployment Management

Move new or changed hardware, software, documentation, processes, or any other component to live environments

16

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

17

Value

Perceived benefits, usefulness, and importance of something

18

Cost

Amount of money spent on a specific activity or resource

19

Risk

Possible events that could cause harm or loss, or make it more difficult to achieve objectives

20

Outcome

A result for a stakeholder enabled by one or more outputs

21

Output

A tangible or intangible deliverable of an activity

22

Utility

Functionality; what the service does; fit for purpose; support performance or remove constraints

23

Warranty

Assurance that a product or service will meet agreed requirements; How the service performs; fit for use;

24

Sponsor

Authorizes the budget for service consumption

25

Customer

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

26

User

A person who uses services

27

Service management

Set of specialized organizational capabilities for enabling value to customers in the form of services

28

Service offering

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

29

Service provision

Activities performed by an organization to provide services. Includes management of resources, service performance management and continual improvement.

30

Service consumption

Activities performed by an organization to consume services. Includes management of the consumer’s resources needed to use the service.

31

Service relationship

A cooperation between a service provider and service consumer

32

Service relationship

A cooperation between a service provider and service consumer

33

Service relationship management

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

34

Organization

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

35

IT Asset

Anything of financial value that can contribute to the delivery of an IT product or service

36

Event

Any change of state that has significance for the management of a configuration item (CI) or IT service

37

Configuration item

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

38

Continual improvement register (CIR)

Used to track and manage improvement ideas from identification through final action. Multiple CIRs can be maintained on individual, team, departmental, business unit and organizational levels.

39

Change

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

40

Incident

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

41

Problem

A cause, or potential cause, of one or more incidents

42

Known Error

A problem that has been analyzed and has not been resolved

43

Work Around

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