Professional Documents
Culture Documents
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Terms
What is ITIL?
What is Service
Management?
What is IT Service
Management (ITSM)?
Service
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4 perspectives of ITSM
What is a process?
Characteristics of a process
Function
Role
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Service owner
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Process owner
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What is RACI?
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Capabilities
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Resources
Description/Explanation
Information technology Infrastructure Library- A set of
best-practice publications for IT service management
A set of specialized organizational capabilities for
providing value to customers in the form of services
The implementation and management of quality IT
services that meet the needs of the business
A means of delivering value to Customers by facilitating
outcomes customers want to achieve without the
ownership of specific costs or risks.
People, partners, process, products
A set of coordinated activities combining and
implementing resources and capabilities in order to
produce an outcome and provide value to customers or
stakeholders
Processes are measurable, delivers specific results,
deliver primary outcomes to customers or stakeholders,
responds to specific events (Triggers)
A team or group of people and the tools or other
resources they use to carry out one or more processes or
activities. E.g. Service desk
A set of responsibilities, activities and authorities
assigned to a person or team
A role responsible for managing one or more services
throughout their entire lifecycle. Responsible for
developing strategy for their service
E.g. Owner of Email service
The person who is held accountable for ensuring that a
process is fit for purpose. His responsibilities include
sponsorship, design, continual improvement of the
process and its metrics
A model used to help define roles and responsible. RACI
stands for Responsible, Accountable, Consulted and
Informed
The ability of an organization, processes, people,
management, and Knowledge. They are intangible assets
of an organization.
A generic term that includes IT infrastructure, people,
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Best Practice
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Customer
User
Value creation
What is Utility?
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What is Warranty?
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3 Service Packages
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Business case
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Risk
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5 Lifecycles of ITIL
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Processes of Service
Strategy
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Service catalogue
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Retired services
Service Portfolio
management process
activities
Investment categories
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Objectives of Demand
management
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What is PBA?
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User profiles
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Purpose of Business
Relationship management
process
Key activities of BRM
process
Scope of BRM
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4 Ps of Service
Management
Processes in Service Design
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Purpose of Service
Catalogue Management
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Design processes
Design measurement methods and metrics
Service Design Package (SDP)
Business Requirements, Service Applicability, Service
Contacts, Service Functional Requirements, Service Level
Requirements, Service Program, Service Transition Plan,
Service Operational Plan, Service Acceptance Criteria,
Service Design & Topology, Organizational Readiness
Assessment etc.
People, Products, Partners, Processes
Service Catalogue Management
Service Level Management
Supplier Management
Capacity Management
Availability management
IT Service Continuity management
Information Security management
Design co-ordination
To provide and maintain single source of consistent
information on all operational services, and those being
prepared to run operationally, and to ensure that it is
widely available to those who are authorized to access it
Business Service Catalogue, Technical Service Catalogue
This contains details of all the IT services delivered to the
customer (customer facing services) together with the
relationships to the business units and business
processes that rely on the IT services
This contains details of all the supporting IT services,
together with relationships to the customer facing
services they underpin and the components
Wholesale Customer view, Retail customer view,
supporting services view
To ensure that all the current and planned IT services are
delivered to agreed achievable targets and to correct or
improve the level of service delivered
Detailed recording of the customers needs, forming the
basis for design criteria for the new or changed service
An agreement between an IT Service provider and a
customer. The SLA describes the IT service, Service level
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Purpose of Availability
management
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Availability
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Formula to calculate
availability
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Reliability
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Maintainability
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Serviceability
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What is MTBF?
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What is MTTR?
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Purpose of IT service
continuity management
process?
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Activities of IT service
continuity management
What is Business Continuity
management (BCM)?
Purpose of IT Security
Management
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Confidentiality
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Integrity
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Availability
Purpose of Design
coordination
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Scope of Design
coordination
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Purpose of Service
transition lifecycle phase
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Purpose of Transition,
planning & support process
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Processes of Service
Transition
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Purpose of Change
management
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Change types
Normal change
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Standard change
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Emergency change
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Remediation
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Change proposal
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7 Rs of Change
management
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What is a Configuration
item (CI)?
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Configuration baseline
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Configuration management
database (CMDB)
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Configuration management
system (CMS)
Definitive media library
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Definitive Spares
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Deployment management
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Release package
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Release types
Major release
Minor release
Emergency release
Release and deployment
approaches
Purpose of knowledge
management
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What is DIKW?
What is SKMS?
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Purpose of Service
Operations lifecycle
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Processes in Service
Operations lifecycle
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Functions in Service
operations lifecycle
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Purpose of Event
management
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Event
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Alert
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Trigger
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Types of events
Purpose of Incident
management
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What is an incident?
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What is an impact?
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Urgency
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Priority
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Incident model
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2 types of escalations
Major incident
Purpose of Problem
management
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Problem
Reactive Problem
management
Proactive problem
management
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What is KEDB?
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Purpose of Request
fulfillment
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Service Request
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Request model
Purpose of Access
management
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Activities of Access
management
What is Access?
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Identity
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Rights
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Purpose of Technical
management
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Role of Technical
management
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Purpose of Application
management
Activities of Application
management
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Purpose of IT operations
management
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Sub functions of IT
operations management
Role of IT operations
control
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Role of Facilities
management
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What is CSI?
Purpose of CSI
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Goal of Service
measurement and
reporting
What is service
measurement?
Reasons to monitor and
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measure
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CSI Register
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Improvement
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Benefit
Return on Investment (ROI)
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Baseline
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Types of Metrics
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Technology metrics
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Process metrics
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Service metrics
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What is PDCA?
Plan
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Do
Check
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Act
4 types of Key performance
Indicators
Purpose of Seven step
improvement process
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To justify
To intervene
To direct
Contains important information for the overall service
provider
Favorable outcome showing a measurable increase in a
desirable metric or a decrease in undesirable metric
Gain achieved from improvement
Quantifiable monetary benefit achieved by expending a
certain amount of money, usually expressed as a
percentage
Non-monetary benefit such as branding, achieved by
expending a certain amount of money
Benchmark used as a reference point for later
comparison
Technology metrics
Process metrics
Service metrics
Often associated with component and application-based
metrics such as performance, availability etc
Captured in the form of Key Performance Indicators
(KPIs) and activity metrics for the service management
processes. They help to determine the overall health of a
process
The results of the end-to-end service. Component
metrics are used to calculate the service metrics
Plan, Do, Check, Act Deming cycle
Establish the objectives and processes necessary to
deliver results in accordance with customer requirements
and the organizations policies
Implement the processes
Monitor and measure processes and product against
policies, objectives and requirement for the product and
report the results
Take actions to continually improve process performance
Quality, Performance, Value, and Compliance.
To define and manage the steps needed to identify,
define, gather, process, analyze, present and implement
improvements
Step
1. Identify the strategy for improvement
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3.
4.
5.
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7.
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Continual service
improvement model