ITIL 4 cheat sheet

Flashcards from https://purplegriffon.com/blog/itil4-foundation-the-definitive with some preformatting

Service

Means of enabling value co-creation without managing specific costs and risks

Utility

Functionality offered by a product or service to meet a particular need

Warranty

Assurance that a product or service will meet agreed requirements

Customer

Person defining service requirements and taking responsibility for outcomes

User

Person using services

Sponsor

Person authorizing budget for service consumption

Service Management

Specialized capabilities for enabling value for customers

Cost

Amount of money spent on a specific activity or resource

Value

Perceived benefits, usefulness, and importance of something

Organization

Group of people with functions, responsibilities, and relationships

Outcome

Result the customer/user wants to achieve

Output

Tangible or intangible deliverable of an activity

Risk

Possible event causing difficulties or uncertainty of outcome

Service Offering

Includes goods, resources, actions

Service Relationship Management

Cooperation on Service Provision, Consumption, and Relationship Management

ITIL Guiding Principles

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

4 Dimensions of Service Management

Organizations and people, Information and technology, Partners and suppliers, Value streams and processes

ITIL Service Value Chain

Plan, Improve, Engage, Design & transition, Obtain/build, Deliver & support

Service Value Streams

Specific instances of the generic value chain for particular situations

Continual Improvement

Aligning practices and services with changing business needs

Change Control/Enablement

Maximizing successful IT changes by proper assessment and authorization

Incident Management

Minimizing negative impact by restoring normal service operation

Problem Management

Reducing likelihood and impact of incidents by identifying causes

Service Request Management

Handling pre-defined, user-initiated service requests effectively

Service Desk

Capturing demand for incident resolution and service requests

Service Level Management

Setting clear business-based targets for service performance

Focus on value

Emphasize the importance of knowing who is being served.

Start where you are

Begin the process with the current situation in mind.

Progress iteratively with feedback

Complete smaller outputs sooner and incorporate feedback.

Collaborate and promote visibility

Make work visible and encourage collaboration.

Think and work holistically

Consider the big picture, especially regarding value.

Keep it simple and practical

Eliminate unnecessary steps to reduce waste.

Optimize and automate

Prioritize optimization before automating processes.

Service Management - Organizations and people

Includes aspects like culture, structure, and governance within an organization.

Service Management - Information and technology

Emphasizes that information management is crucial for delivering value in IT Services.

Service Management - Partners and suppliers

Involves varying levels of integration and formality with different partners and suppliers.

Service Management - Value streams and processes

Value Streams are steps to create and deliver products/services, while Processes are activities converting inputs into outputs.

Service Value Chain - Plan

"ensure a shared understanding of the vision, current status, and improvement direction for all dimensions and products and services across the organization."

Service Value Chain - Improve

"ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."

Service Value Chain - Engage

"provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders."

Service Value Chain - Design & transition

"ensure that products and services continually meet stakeholder expectations for quality, costs, and time-to-market."

Service Value Chain - Obtain/build

"ensure that service components are available when and where they are needed, and meet agreed specifications."

Service Value Chain - Deliver & support

"ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations."

Information security management

Protecting business information; CIA; Authentication & Non-repudiation

Relationship management

Establishing and nurturing links at strategic and tactical levels

Supplier management

Managing suppliers to ensure seamless delivery of products and services

IT asset management

Planning and managing the full lifecycle of IT assets

IT Asset

Any valuable component that can contribute to the delivery of an IT product or service

Monitoring and event management

Observing, recording, and reporting changes of state

Event

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

Release management

Making new and changed services and features available for use

Service configuration management

Providing accurate and reliable information about services and CIs

Configuration Item (CI)

A component that needs to be managed to deliver an IT service

Deployment management

Moving services or service components to environments

What is the vision of the continual improvement model?

Align the organization’s practices and services with changing business needs through ongoing identification and improvement.

What is the definition of a Change?

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

What is the purpose of Incident management?

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

What is the definition of an Incident?

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

What is the goal of Problem management?

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.

What is the definition of a Problem?

A “cause, or potential cause, of one or more incidents.”

What is the definition of a Known Error?

A “problem that has been analyzed and has not been resolved.”

What is the purpose of Service request management?

Support the agreed quality of a service by handling all pre-defined, user-initiated service requests effectively.

What is the definition of a Service Request?

A “request from a user or user’s authorized representative that initiates a service action agreed as a normal part of service delivery.”

What is the focus of the Service desk?

Capture demand for incident resolution and service requests, serving as the entry point and single point of contact for the service provider with all users.

Continual Improvement

Aligning practices and services with changing business needs through ongoing identification and enhancement.

Continual Improvement Model

A framework involving vision, current status, desired outcome, action steps, assessment, momentum maintenance.

Change Control/Enablement

Maximizing successful IT changes by assessing risks, authorizing changes, and managing schedules.

Change

Addition, modification, or removal affecting services, categorized as Standard, Normal, Emergency.

Incident Management

Minimizing negative impact by restoring service quickly; Incident:Unplanned service interruption or quality reduction.

Problem Management

Identifying and managing causes of incidents to reduce their likelihood and impact.

Known Error

Analyzed problem awaiting resolution.

Service Request Management

Handling user-initiated service requests effectively; Service Request:User-initiated action agreed upon in service delivery.

Service Desk

Capturing incident and service request demand, serving as the service provider's contact point with users.

Service Level Management

Setting business-based service performance targets for proper assessment, monitoring, and management.

SLAs

Service Level Agreements defining service levels, outcomes, involving stakeholders, and being easy to understand.

ITIL 7 Guiding Principles

• 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