ITIL 4

____ is the need or desire for products and services among internal and external consumers.

Demand

Outcome-based thinking should be used to produce practical solutions which deliver valuable outcomes while using the minimum number of steps needed.

Keep it Simple and Practical

____ is the assurance that a product or service will meet agreed requirements.

Warranty

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

practice

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

product

Ownership is not transferred to the consumer Access is granted/licensed under agreed terms or conditions

Access to Resources

____ is the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention. ____ frequent and repetitive tasks helps organizations scale up and allows human resources to be used for more complex decision-making.

Automation Automating

Report or metric that serves as a starting point against which progress or change can be assessed.

Baseline

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

Collaborate and Promote Visibility

____ is a recurring organizational activity performed at all levels to ensure that organization's performance continually meets stakeholders' expectations.

Continual improvement

____ refer to the amount of money spent on a specific activity or resource.

Costs

A person who defines requirements for services and takes responsibility for outcomes from service consumption

Customer

Everything the organization does should link back, directly or indirectly, to value for itself, its customers and other stakeholders.

Focus on Value

A method to evaluate the scope and nature of the distance to be travelled from the starting point to the achievement of the initiative's vision.

Gap analysis

Ownership is transferred to the consumer Consumer takes responsibility for future use

Goods

____ is the means by which an organization is directed and controlled.

Governance

____ represent options or possibilities to add vale for stakeholders or otherwise improve the organization.

Opportunities

____ means to make something as effective and useful as makes sense. Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable.

Optimization

Working in a time-boxed, iterative manner with feedback loops embedded into the process allows for greater flexibility, faster responses to customer and business needs, the ability to discover and respond to failure earlier, and an overall improvement in quality.

Progress Iteratively with Feedback

____ are people, processes, documentation, information assets, technologies, supplier contracts, etc.

Resources

____ refer to possible events that could cause harm or loss, or make it more difficult to achieve objectives.

Risks

Performed by the provider to address a consumer need Performed according to agreement with the consumer

Service Actions

____ consists of activities performed by a service consumer to consume services.

Service consumption

____ is defined as a set of specialized organizational capabilities for enabling value to customers in the form of services.

Service management

____ consists of activities performed by a service provider to provide services.

Service provisioning

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

Service relationship management

In order to carry out a certain task, or respond to a particular situation, organizations create ____. ___ are specific combinations of activities and practices, and each one is designed for a particular scenario.

Service value streams

A person who authorizes the budget for service consumption

Sponsor

When engaged in any improvement initiative, do NOT start over without first considering what is already available to be leveraged

Start Where You Are

A holistic approach to service management requires an understanding of how all the parts of an organization work together in an integrated way.

Think and Work Holistically

A person who uses services

User

____ is the functionality offered by a product or service to meet a particular need.

Utility

Recall* The purpose of the ____ practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.

continual improvement

The ____ is a seven-step methodology that provides us with a framework of how we should do improvement operations within our organizations.

continual improvement model

A ____ is a database or structured document to track and manage improvement ideas from identification through to final action.

continual improvement register (CIR)

The purpose of the ____ value chain activity is to ensure that services are ____ according to agreed specifications and stakeholders' expectations.

deliver and support delivered and supported

The purpose of the ____ value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.

design and transition

The purpose of the ____ value chain activity is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.

engage

A ____ is a situation where part of the output of an activity is used for new input.

feedback loop

A ____ is a recommendation that guides an organization in all circumstances.

guiding principle

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

guiding principles

The purpose of the ____ value chain activity is to ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.

improve

Recall* The purpose of the ____ practice is to protect the information needed by the organization to conduct its business.

information security management

When a ____ becomes a target, it ceases to be a good ____.

measure

The purpose of the ____ value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.

obtain/build

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

organization

An ____ is a result for a stakeholder enabled by one or more outputs.

outcome

An ____ is a tangible or intangible deliverable of an activity.

output

The purpose of the ____ value chain activity is to ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization.

plan

The ITIL ____ are sets of organizational resources designed for performing work or accomplishing an objective.

practices

Recall* The purpose of the ____ practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

relationship management

A ____ is 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

Those to whom services are delivered are referred to as ____.

service consumers

A ____ is a description of one or more services, designed to address the needs of a target consumer group. A ____ may include goods, access to resources, and service actions.

service offering

Organizations who deliver services are referred to as ____.

service providers

The ____ is a set of interconnected activities that an organization performs in order to deliver a valuable product or service to its consumers and to facilitate value realization.

service value chain

The central element of the SVS is the ____, an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services.

service value chain

The ITIL ____ describes how all the components and activities of the organization work together as a system to enable value creation.

service value system (SVS)

Recall* The purpose of the ____ practice is to ensure the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products, services and components.

supplier management

A ____ is a series of steps an organization undertakes to create and deliver products and services to service consumers. It combines the organization's value chain activities.

value stream