ITIL V 4 Examinable term of Concepts

Value Streams and Processes

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

incident management

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

deployment management practice

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

IT asset management practice

The practice of planning and managing the full lifecycle of all IT assets.

problem management practice

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

Service Level Management

The practice of setting 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 relationship

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

Service Level Agreement (SLA)

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

Service Offering

A formal description of one or more services, designed to address the needs of a target consumer group.

Standard Change

A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.

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.

Service Value System (SVS)

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

Organization

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

Change Authority

A person or group responsible for authorizing a change.

sponsor

A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

risk

A possible event that could cause harm or list, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the contest of measuring the probability of positive outcomes as well as negative outcomes.

Known Error

A problem that has been analyzed and has not been resolved

Change model

A repeatable approach to the management of a particular type of change

service request

A request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Outcome

A result for a stakeholder enabled by one of more outputs

service provider

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

Value Stream

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

Service Management

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

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.

supplier

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

Output

A tangible or intangible deliverable of an activity.

Cost

The amount of money spent on a specific activity or resource

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.

Utility

The functionality offered by a product or service to meet a particular need. Represent what the service does and what can be used to determine whether a service is "fit for purpose"

Service Desk

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

service request management practice

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.

monitoring and event management practice

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

Information security management practice

The practice or protecting an organization by understanding and managing risks to the confidentially, integrity, and availability of information

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

Plan

The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

improve

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

Design and Transition

The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.

Obtain/Build

The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.

Deliver and Support

The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.

Engage

The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

product

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

Vision

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

warranty

assurance that products or service will meet agreed requirements.

Practice

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

Service desk practice

the practice of capturing demand for incident resolution and service requests

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.

event

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

Configuration item (CI)

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

IT Asset

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

Value

The perceived benefits, usefulness, and importance of something.

continual improvement practice

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

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.

supplier management practice

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.

Change schedule

A calendar that shows planned and historical changes.

Problem

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

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).

service provision

Activities performed by an organization to provide services. It includes management of the provider's resources, configuration to deliver the service; ensuring access to these resources for users; fulfilment of agreed service actions; service level management; and continual improvement. It may also include the supply of goods.

ITIL service value chain

An operating model for service providers that covers all the key activities required to effectively manage products and services.

Incident

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

ITIL

Best-practice guidance for IT service management.

relationship management practice

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Demand

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

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.

release management practice

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

Change Enablement Practice

The practice of maximizing 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

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.

Organization 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.

Service level

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

Error Control

Problem management activities used to manage known errors.

ITIL guiding principles

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

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 responsibility

Change

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