Studied by 8 people
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
Note
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