ITIL 4 cram card

product

configuration of resources, created by the organization, that will be potentially valuable for their customers.

organization

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

customer

the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

user

the role that uses services

sponsor

the role that authorizes the budget for service consumption. The term is also used to describe an organization individual that provides financial or other support for an initiative.

service management

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

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.

value

the perceived benefits, usefulness and importance of something.

outcome

result for a stakeholder enabled by one or more outputs.

output

tangible or intangible deliverable of an activity

cost

the amount of money spent on a specific activity or resource

risk

a possible event that could cause harm or loss or make it more difficult to achieve objectives

service relationship management

are the joint activities performed by a service provider and a service consumer to ensure continual value

service offering

a formal 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.

service provision

the activities performed by an organization to provided services, including management of the provider's resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.

service consumption

the activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions performed by the users and the receiving (acquiring) or goods (if required).

goods

have the ownership transferred to a consumer

access

does not have the ownership transferred to a consumer

actions

performed by the provider to address a consumer need

utility

functionality offered by a product or service to meet a particular need. What a service does (fit for purpose)

Warranty

the assurance that a product or service will meet agreed requirements. How a service performs 9fit for use)

service value system

a model representing how all the components and activities of an organization work together to facilitate value creation.

service value chain

the innermost cube containing 6 main activities in the service value system. Plan, improve, engage, design & transition, obtain/build, deliver & support

plan

ensures a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across and organization

improve

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

engage

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

design & transition

ensures products and services continually meet stakeholder expectations for quality, costs & time to market.

obtain/build

ensures service components are available when and where they are needed and that they meet agreed specifications

deliver & support

ensures services are delivered and supported according to agreed specifications and stakeholder expectations

four dimensions

are the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

organizations & people

ensures that the way an organization is structured and managed, as well as its roles, responsibilities and systems of authority and communication, is well defined and supports its overall strategy and operating model.

information and technology

includes the information and knowledge used to deliver services and the information and technologies used to manage all aspects of the service value system

partners and suppliers

encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

value streams and processes

defines the activities, workflows, controls and procedures needed to achieve the agreed objectives.

value stream

a series of steps an organization undertakes to create and deliver products and services to service consumers.

guiding principle

a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work or management structure.

focus on value

all activities conducted by the organization should link back, directly or indirectly to value for itself, its customers, and other stakeholders.

start where you are

do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood.

progress iteratively with feedback

do not attempt to do everything at once. Organize the work into manageable sections that can be completed in a timely manner. The focus on each effort will be sharper and easier to maintain.

collaborate and promote visibility

when initiatives involved the right people in correct roles, efforts benefit from better buy-in, more relevance and increased likelihood of long-term success

think and work holistically

No service, practice, process, department or supplier stands alone. The outputs that the organization delivers to itself, its customers and other stakeholders will suffer unless it works in an integrated way to handle activities as a whole, rather than as separate parts.

keep it simple and practical

if a process, service, action or metric fails to provide value or produce a useful outcome eliminate it. In a process procedure use the minimum number of steps necessary to accomplish the objectives. Always use outcome-based thinking to produce practical solutions that deliver results.

optimize and automate

Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable.

practice

a set of organizational resources designed for performing work or accomplishing an objective.

change enablement

the practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing change schedule in order to maximize the number of successful service and product changes.

change

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

deployment management

the practice of moving new or changed hardware, software, documentation, processes or any other service component to live environments.

incident management

the practice of minimizing the negative impacts of incidents by restoring normal service operations as quickly as possible

information security management

the practice of protecting an organization by understanding and managing risks as quickly as possible.

IT asset management

the practice of planning and managing the full lifecycle of all information technology assets

monitoring and event management

the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.

event

any change of state that has significance for the management o or other configuration item.

problem management

the practice of reducing the likelihood and impact of incidents by identifying actual potential causes of incidents, and managing workarounds and know errors.

problem

a cause or potential cause of one or more incidents

incident

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

workaround

a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available

known error

a problem that has been analyzed but has not been resolved.

continual improvement

the practice of aligning an organization's practices and services with changing business needs and through the ongoing identification and improvement of all elements involved in the effective management of products and services.

continual improvement model

a high level guide to support improvement initiatives using a cyclical seven steps framework.

IT asset

any financially valuable component that can contribute to the delivery of an IT product of service.

practice

a set of organizational resources designed for performing work or accomplishing an objective

relationship management

the practice of establishing and nurturing inks between an organization and its stakeholders at strategic and tactical levels.

release management

the practice of making new and changed services and features available for use.

service configuration management

the practice of ensuring that accurate and reliable information about the configuration of services and the configuration items that support them, is available when and where needed.

service level management

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

service request management

the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user- friendly manner.

supplier management

the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

service level agreement

a documented agreement between a service provider and a customer that identifies services required and the expected level of service.

service desk

the practice designed to capture demand for incident resolution and service requests. The entry point/single point of contact for the service provider with all of its users.

configuration item

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

it helps direct the incident to the correct support area

How does categorization of incidents assist incident management?

obtain/build

Which value chain activity creates service components?

the assurance that a product or service will meet agreed requirements

What is the definition of warranty?

protect

The purpose of the information security management practice is to _________ the organization's information.

3. The need to make beneficial changes 4. The need to protect customers and users

Which two needs should 'change control' balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users

outcomes

A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve.

engage

Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?

To capture demand for incident resolution and service requests

Which is a purpose of the 'service desk' practice?

The service value system

Which ITIL concept describes governance

continual improvement

Which practice is the responsibility of everyone in the organization?

it acquires approved service components to help fulfill service requests.

How does 'service request management' contribute to 'obtain/build' value chain activity?

a service offering

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

clearly defined service outcomes

What should be included in every service level agreement?

The costs removed by the service and the costs imposed by the service

What are the two types of cost that a service consumer should evaluate?

it can provide automated matching incidents to problems or known errors.

Which is a benefit of using an IT service management tool to support incident management?

determine who the service consumer is in each situation

What is the first step of the guiding principle 'focus on value'?

service desk

Which practice provides a single point of contact for users?

a change that doesn't need risk assessment because the change has been pre-authorized

What is a standard change?

progress iteratively with feedback

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

to ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless quality products and services.

What is the purpose of 'supplier management'?

a guiding principle can guide an organization in all circumstances

Which describes the nature of the guiding principles?

roles and responsibilities

Which is NOT a key focus of the 'information and technology' dimension?

a change authority should be assigned for each type of change and change model

Which statement about a change authority is CORRECT?

results for a stakeholder

what describes outcomes?

there should be a small team dedicated to leading continual improvement efforts

Which is a recommendation of the 'continual improvement' practice?

1. Continual improvement 4. Change control

Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control

value streams and processes

Which service management dimension is focused on activities and how these are coordinated?

service desks should have a practical understanding of the wider business

Which is a recommendation of the 'service desk' practice?

select a few key methods to suit the types of improvement that the organization handles.

How should an organization adopt 'continual improvement' methods?

enage

Which value chain activity includes presenting workarounds to users via a service portal?