ITIL 4 Foundation Cards
Service Level
"One or more metrics that define expected or achieved service quality".
Release
A version of a service or other configuration item, or a collection of configuration items, that is made available for use"
Relationship Management
The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
Release Management
The purpose of the release management practice is to make new and changed services and features available for use.
Service Configuration Management
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when needed.
IT Asset Management
The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets.
Information security management
The purpose of the information security management practice is to protect the information needed by the organization to conduct its business.
Problem Management
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.
Service Level Management
The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, and monitored against these targets.
Service Request Management
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in a effective and user-friendly manner.
Supplier Management
The purpose of the supplier management practice is to ensure that the organizations suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.
Business metrics
These can be any business activity that is deemed useful or valuable by the customer and used as a means of gauging the success of the service.
Problem
A cause, or potential cause, of one or more incidents
Known Error
A problem that has been analyzed but has not been resolved.
Events
Any change of state that has significance for the management of a service or other configuration item(CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.
Configuration Item(CI)
Any component that needs to be managed in order to deliver an IT service
Change
"The addition, modification, or removal of anything that could have a direct or indirect effect on services".
Warning Events
Allow action to be taken before any negative impact
Service Value Chain
An operating model which outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services 6: Plan, Improve, Engage, Design And Transition, Obtain/Build, Deliver And Support.
Automation is Key
Automation is key to successful monitoring and event management.
(CMS)
Configuration management system. The IT asset register is often combined (or federated with the information stored in CMS
Information Events
Do not require action
Decentralize Change Approval
In High-velocity organizations, it is a common practice to decentralize change approval, making the peer review a top predictor of high performance.
Incident Management
Incident Management practice is to minimize the negative impact of incidents by restoring Normal service operation as quickly as possible.
Operational metrics
Low-level indicators of various operational activities and may include system availability, incident response and fix times, change and request processing times, and system response times.
Change Control
Must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes
Error Control
Problems where initial analysis has been completed, it usually means faulty components have been identified.
Exception Event
Require action!
Change Enablement
The Practice to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Monitoring and Event Management
The Purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events.
Change authority
The person or group who authorizes a change
