ITIL 4

DevOps

"systems view" that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations.

Supplier management practice

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

Relationship management practice

Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.

Value streams and processes dimension

Focuses on how the organization ensures that it's enabling value creation for all stakeholders efficiently and effectively.

Agile method

Focuses on the delivery of incremental changes to software products in response to the evolving needs of users.

Guiding Principles

Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization.

Organizations and people dimension

Includes the elements such as roles and responsibilities, formal organizational structure, culture, and staffing and competencies, all of which are related to the creation, delivery, and ongoing improvement of service.

Partners and suppliers dimension

Incorporates contracts and other agreements between the organization and its partners or suppliers.

Plan

Key outputs are strategic, tactical, and operational plans.

Service provision

Managing resources that are configured to deliver a service.

Service Value System

Opportunity/demand, guiding principles, governance, practices, continual improvement, and value.

Information security management practice

Protects the information needed by the organization to conduct its business.

Automation

Refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention.

Information technology service management (ITSM)

Remains focused on creating and maintaining value for both users and customers.

Customer experience

Represents the entirety of interactions between a customer and a service provider organization.

Exception events

Requires action, even though the business impact may not have been experienced.

Service Level Manager

Service Design role responsible for ensuring that all levels of service quality are agreed on and met.

Service Desk Manager

Service Operation role responsible for processing service requests.

Release and Deployment Management

Service Transition phase adds value to the business by ensuring that services are published in a consistent manner.

service-level management practice

Sets clear business-based targets for service levels and ensures that delivery of services is properly assessed, monitored, and managed against these targets.

Service request management practice

Supports the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

Availability

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

Organizational resilience

The ability of an organization to anticipate prepare for, respond to , and adapt to incremental changes and sudden disruptions as external conditions change.

Organizational agility

The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes.

Change

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

Cost

The amount of money spent on a specific activity or resource.

Demand

The need or desire for products and service among the organization's internal or external customers.

Value

The perceived benefits, usefulness, and importance of something.

Sponsor

The person authorizing the budget for the consumed service.

Recovery Point Objective (RPO)

The point to which information used by an activity must be restored to enable the activity to operate upon resumption.

Warranty

This term describes what a service does.

Service-level agreement

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

Change models

a reasonable approach to the management of a particular type of change

Disaster Recovery Plan (DRP)

a set of clearly defined plans related to how an organization recovers from a disaster and returns to its pre-disaster condition.

Cloud computing

a storage-based system for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provide with minimal management effort or provider interaction.

Feature flags

allow for a controlled way of releasing specific features to user

Confidentiality

data is only disclosed to authoried users

Availability

ensures that data is available and useable

Integrity

ensures that data is complete, accurate, and protected against modification.

Authenticity

ensures that data transactions can be trusted.

Value streams and processes

information and knowledge necessary for service management, as well as the technologies required.

Change control

it balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of change.

Organizational change management

manages the people aspects of change to ensure that improvements and organizational transformation initiatives are implemented successfully.

Swarming

many different stakeholders initially work together until it becomes clear which of them is best placed to continue and which can move on to other tasks.

Plan

outputs a product and service portfolio for engage

Risk management

practice of ensuring that an organization understands and effectively handles risks.

Service Level Management

process responsible for interfacing with Incident Management to evaluate SLAs

Plan

receives input regarding knowledge and info about third party service components from engage.

IT Service Management output

resources and capabilities representing service provider assets.

outcome

results desired by a stakeholder

output

tangible or intangible deliverable if an activity

Recovery Time Objective (RTO)

the maximum agreed-upon time within which a product or activity must be resumed, or resources must be recovered.

Deployment management

to move new/changed hardware, software, documentation, processes, or any other component to live environments.

Plan

value chain activity. Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management, and all products and services throughout the organization.

Improve

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

Design and transition

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

Obtain/build

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

Deliver and support

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

Engage

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

Outcome

A result as perceived by a stakeholder - that is enabled by one or more outputs.

Value stream

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

Process

A set of interrelated or interacting activities that transform inputs into outputs.

Service management

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

Framework

A source of good practice in service management.

Output

A tangible or intangible deliverable of an activity.

Release

A version of a service or other CI - or a collections of CIs - that's made available for use.

Service Value Chain (SVC)

A flexible model for the creation, delivery, and continual improvement of services.

Service offering

A formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions.

Utility

A functionality offered by a product or service to meet a particular need.

Service consumer

A generic role an organization takes on when it receives services.

Information Technology Infrastructure Library (ITIL)

A good-practice guidance applicable to all types of organizations that provide services to businesses.

Business Impact Analysis (BIA)

A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

Value stream mapping

A lean practice that examines the stream, quantifies its waste, and in so doing, identifies its weakest link.

Service

A means of enabling value co-creation by facilitating outcomes desirable to customers-without their having to manage cost and risk.

A 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.

Governing body

A person or group who is accountable at the highest level for the performance and compliance of the ogranization.

Organization

A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives.

Customer

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Risk

A possible event that could cause harm or loss, or make the achievement of objectives more difficult.

Known error

A problem that's been analyzed but not resolved.

Guiding principles

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

Warning events

Allows the action to be taken before any negative impact is actually experienced by the business.

Warranty

An assurance that a product or service meets agreed-upon requirements.

Continual improvement

An ongoing organizational activity of continuous re-evaluation performed at all organizational levels to ensure that performance continually meets stakeholders' expectations.

Opportunity

An option or possibility to add value for stakeholders or otherwise improve the organization.

Incident

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

Event

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

Assets

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

Information and technology dimension

Applies to both the practice of service management, as well as the services being managed.

Service desk practice

Captures demand for incident resolution and service requests.

Standard changes

Changes that are low-risk, preauthorized and that are well understood and fully documented.

Emergency changes

Changes that must be implemented as soon as possible and that are not typically included in a change schedule.

Normal changes

Changes that must be scheduled, assessed, and authorized by following a process.

service offering

Combinations of goods, access to resources and service actions, to address the needs of different consumer groups.

Service Value Chain

Demand, engage, design & transition, obtain/build, deliver & support, products & services, improve, plan, and value.

Service Value System (SVS)

Describes how to components and activities of an organization interact to create value through IT-enabled services.

Informational events

Does not require action at the time the event is identified but analyzes the data gathered from it at a later date.

Governance

Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body.

ITIL practices

Enhance the flexibility of the service value chain by supporting multiple chain activities.

Capacity and performance management practice

Ensures that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.