ITIL 4 Foundation Terms 4 Exam (EN)
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
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 configuration management practice
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.
organizational change management practice
The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.
change enablement practice
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.
availability management practice
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
relationship management practice
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
release management practice
The practice of making new and changed services and features available for use.
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.
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.
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.
IT asset management practice
The practice of planning and managing the full lifecycle of all IT assets.
information security management practice
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
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 practice
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 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.
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.
engage
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
change schedule
A calendar that shows planned and historical changes.
problem
A cause, or potential cause, of one or more incidents.
user
A person who uses services.
resource
A person, or other entity, that is required for the execution of an activity or the achievement of an objective. ___________ used by an organization may be owned by the organization or used according to an agreement with the resource owner.
service offering
A formal 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.
standard change
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
effectiveness
A measure of whether the objectives of a practice, service or activity have been achieved.
efficiency
A measure of whether the right amount of resources have been used by a practice, service, or activity.
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.
stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
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.
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 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.
known error
A problem that has been analysed but has not been resolved.
partnership
A relationship between two organizations that involves working closely together to achieve common goals and objectives.
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 or more outputs.
service provider
A role performed by an organization in a service relationship to provide services to consumers.
confidentiality
A security objective that ensures information is not made available or disclosed to unauthorized entities.
integrity
A security objective that ensures information is only modified by authorized personnel and activities.
value stream
A series of steps an organization undertakes to create and deliver products and services to consumers.
IT service
A service based on the use of information technology.
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).
incident
An unplanned interruption to a service or reduction in the quality of a service.
event
Any change of state that has significance for the management of a service or other configuration item.
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.
emergency change
A change that must be introduced as soon as possible.
product
A configuration of an organization's resources designed to offer value for consumer.
service relationship
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
external customer
A customer who works for an organization other than the service provider.
internal customer
A customer who works for the same organization as the service provider.
service management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
culture
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some ___________ 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.
service provision
Activities performed by an organization to provide services. It includes management of the provider's resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the 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.
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.
asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
warranty
Assurance that a product or service will meet agreed requirements. ________ can be summarized as 'how the service performs' and can be used to determine whether a service is 'fit for use'. ________ typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity.
demand
Input to the service value system 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.
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.
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.
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.
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.
monitoring
Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.
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.
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.
utility
The functionality offered by a product or service to meet a particular need. _________ can be summarized as 'what the service does' and can be used to determine whether a service is 'fit for purpose'.
governance
The means by which an organization is directed and controlled.
deployment
The movement of any service component into any environment.
value
The perceived benefits, usefulness, and importance of something.
service desk
The point of communication between the service provider and all its users.
