D336 - ITIL 4 All Terms

Organization

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

Value

The perceived benefits, usefulness, and importance of something.

Customers

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

Capability

The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.

Cloud Computing

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.

Driver

\n Something that influences strategy, objectives, or requirements.

Programme

A set of related projects and activities, and an organization structure created to direct and oversee them.

Change

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

Service Management

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

Practice

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

Customer Experience (CX)

The sum of functional and emotional interactions with a service and service provider as perceived by a service customer.

Value Stream

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

Digital Transformation

The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role.

Lean

An approach that focuses on improving workflows by maximizing value through the elimination of waste.

Agile

An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban.

DevOps

An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS).

Governance

The means by which an organization is directed and controlled.

Service Value System (SVS)

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

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.

What are the core components of the ITIL SVS?

The ITIL service value chain, the ITIL practices, the ITIL guiding principles, governance and continual improvement

Model

A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships.

Demands

Input to the service value system based on opportunities and needs from internal and external stakeholders.

Stakeholders

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.

Culture

A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.

Environment

A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Can also mean the external conditions that influence or affect something.

Four Dimensions of Service Management

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.

What are the Four Dimensions of Service Management?

Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes

Organizations and People

One of the four dimensions of service management. It 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

One of the four dimensions of service management. It 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

One of the four dimensions of service management. It 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

One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Service Provider

A role performed by an organization in a service relationship to provide services to consumers.

Product

A configuration of an organization's resources designed to offer value for a consumer.

Service Relationship

A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.

Outcome

A result for a stakeholder enabled by one or more outputs.

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. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

User

The role that uses services.

Service Consumption

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 users, and the receiving (acquiring) of goods (if required).

Sponsor

The role that authorizes budget for service consumption.

Performance

A measure of what is achieved or delivered by a system, person, team, practice, or service.

Supplier

A stakeholder responsible for providing services that are used by an organization.

Resources

Personnel, material, finance, or other entity that is required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner.

Configuration

An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.

Service Offering

A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods , access to resources, and service action s.

Goods

Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities.

Service Action

Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly.

Service Provision

Activities performed by an organization to provide services.

Service Relationship Management

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

Output

A tangible or intangible deliverable of an activity.

Business Relationship Manager (BRM)

A role responsible for maintaining good relationships with one or more customers.

What are the two types of cost in service relationships for the consumer?

costs removed from the consumer by the service (a part of the value proposition) and costs imposed on the consumer by the service (the costs of service consumption)

Event

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

Failure

A loss of ability to operate to specification, or to deliver the required output or outcome.

Critical Success Factor (CSFs)

A necessary precondition for the achievement of intended results.

What are the two risks to service consumers?

risks removed from a consumer by the service (part of the value proposition) and risks imposed on a consumer by the service (risks of service consumption)

Utility

The functionality offered by a product or service to meet a particular need. Utility can be summarized as 'what the service does' and can be used to determine whether a service is 'fit for purpose'. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

Warranty

Assurance that a product or service will meet agreed requirements. Warranty can be summarized as 'how the service performs' and can be used to determine whether a service is 'fit for use'. Warranty often relates to service level s aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. A service may be said to provide acceptable assurance, or 'warranty', if all defined and agreed conditions are met.

Service Level

One or more metrics that define expected or achieved service quality.

Availability

The ability of an IT service or other configuration item to perform its agreed function when required.

Outsourcing

The process of having external suppliers provide products and services that were previously provided internally.

Control

The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.

Efficiency

A measure of whether the right amount of resources have been used by a practice, service, or activity.

Management Systems

Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.

Monitoring

Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.

IT Service

A service based on the use of information technology.

Reliability

The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.

Compliance

The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.

Operation

The routine running and management of an activity, product, service, or other configuration item.

Internet of Things

The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity.

Service Architecture

A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service.

Measurement and Reporting

The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.

Incident Management

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Deployment

The movement of any service component into any environment.

Partnership

A relationship between two organizations that involves working closely together to achieve common goals and objectives.

Sourcing

The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary.

Policy

Formally documented management expectations and intentions, used to direct decisions and activities.

Procedures

A documented way to carry out an activity or a process.

Work Instructions

A detailed description to be followed in order to perform an activity.

Governance

The means by which an organization is directed and controlled.

Practices

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

Vision

A defined aspiration of what an organization would like to become in the future.

Organizational Resilience

The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.

External Customer

A customer who works for an organization other than the service provider.

Project

A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.

Metric

A measurement or calculation that is monitored or reported for management and improvement.

Standard

A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject.

Maintainability

The ease with which a service or other entity can be repaired or modified.

Live Environment

A controlled environment used in the delivery of IT services to service consumers.

Incident

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

Configuration Management Database

A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.

Feedback Loops

A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.

Service Desk

The point of communication between the service provider and all its users.

Status

A description of the specific states an entity can have at a given time.

Effectiveness

A measure of whether the objectives of a practice, service or activity have been achieved.

Minimum Viable Product (MVP)

A product with just enough features to satisfy early customers, and to provide feedback for future product development.

Problem

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

Workaround

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.

Internal Customer

A customer who works for the same organization as the service provider.

Quick Win

An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.