Untitled Deck Flashcards
(28 cards)
What is ITIL?
A framework for managing IT services to deliver value to customers; stands for Information Technology Infrastructure Library.
What are the 4 dimensions of service management?
Organizations and People; Information and Technology; Partners and Suppliers; Value Streams and Processes.
What is the Service Value System (SVS)?
A model describing how all components and activities of an organization work together to create value.
What is the Service Value Chain?
The central element of the SVS; a set of interconnected activities that an organization performs to deliver value.
What are the 6 activities of the Service Value Chain?
Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support.
What is a practice in ITIL?
Aligning the organization’s practices and services with changing business needs through ongoing identification and improvement of services.
How many practices are in ITIL 4?
34 management practices.
What are the 3 categories of ITIL practices?
General Management Practices, Service Management Practices, Technical Management Practices.
What is the purpose of the ‘Continual Improvement’ practice?
Aligning the organization’s practices and services with changing business needs through ongoing identification and improvement of services.
What is the definition of a service?
A means of enabling value co-creation by facilitating outcomes customers want to achieve without the customer managing specific costs and risks.
What is a stakeholder?
A person or organization with an interest or involvement in an organization, service, or practice.
What are the guiding principles of ITIL 4?
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.
What does ‘Focus on Value’ mean?
Everything the organization does should link back to value for the stakeholders.
What does ‘Start Where You Are’ mean?
Don’t discard existing practices or services; build on what you already have.
What does ‘Progress Iteratively with Feedback’ mean?
Work in small, manageable steps, checking for feedback at each stage.
What does ‘Collaborate and Promote Visibility’ mean?
Work together and ensure visibility to improve outcomes and avoid silos.
What does ‘Think and Work Holistically’ mean?
Consider the organization as a whole, not isolated parts.
What does ‘Keep It Simple and Practical’ mean?
Eliminate unnecessary complexity; do only what adds value.
What does ‘Optimize and Automate’ mean?
Make processes as effective as possible, then automate where appropriate.
What is an incident?
An unplanned interruption or reduction in the quality of a service.
What is a problem?
A cause or potential cause of one or more incidents.
What is a change?
The addition, modification, or removal of anything that could have an effect on IT services.
What is an event?
Any change of state that has significance for the management of a service or other configuration item.
What is a configuration item (CI)?
Any component that needs to be managed to deliver an IT service.
