ITIL Flash Cards

Term
What is the service lifecycle?
Definition
An approach to IT service management that emphasizes the
importance of coordination and control across the various
functions, processes, and systems necessary to manage the full
lifecycle of IT services. The service lifecycle approach
considers the strategy, design, transition, operation and
continual improvement of IT services. Also known as the
service management lifecycle.
Term
What is a service?
Definition
A means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of
specific costs and risks.
Term
What is an IT service?
Definition
A service provided by an IT service provider. An IT service is
made up of a combination of information technology, people
and processes. A customer-facing IT service directly supports
the business processes of one or more customers and its service
level targets should be defined in a service level agreement.
Other IT services, called supporting services, are not directly
used by the business but are required by the service provider to
deliver customer-facing services.
Term
What is an outcome?
Definition
The result of carrying out an activity, following a process, or
delivering an IT service etc. The term is used to refer to
intended results as well as to actual results. See also objective.
Term
What is service management?
Definition
A set of specialized organizational capabilities for providing
value to customers in the form of services.
Term
Definition
What is IT service management (ITSM)? The implementation and management of quality IT services that
meet the needs of the business. IT service management is
performed by IT service providers through an appropriate mix
of people, process and information technology.
Term
What is a process?
Definition
A structured set of activities designed to accomplish a specific
objective. A process takes one or more defined inputs and turns
them into defined outputs. It may include any of the roles,
responsibilities, tools and management controls required to
reliably deliver the outputs. A process may define policies,
standards, guidelines, activities and work instructions if they
are needed.
Term
What is a function?
Definition
A team or group of people and the tools or other resources they
use to carry out one or more processes or activities for
example, the service desk.
Term
What is meant by the term utility?
Definition
The functionality offered by a product or service to meet a
particular need. Utility can be summarized as what the service
does, and can be used to determine whether a service is able to
meet its required outcomes, or is fit for purpose. The business
value of an IT service is created by the combination of utility
and warranty.
Term
What is meant by the term warranty?
Definition
Assurance that a product or service will meet agreed
requirements. This may be a formal agreement such as a service
level agreement or contract, or it may be a marketing message
or brand image. Warranty refers to the ability of a service to be
available when needed, to provide the required capacity, and to
provide the required reliability in terms of continuity and
security. Warranty can be summarized as how the service is
delivered, and can be used to determine whether a service is
fit for use. The business value of an IT service is created by
the combination of utility and warranty. See also service
validation and testing.
Term
What are assets?
Definition
Any resource or capability. The assets of a service provider
include anything that could contribute to the delivery of a
service. Assets can be one of the following types: management,
organization, process, knowledge, people, information,
applications, infrastructure or financial capital.
Term
What is a resource?
Definition
A generic term that includes IT infrastructure, people, money or
anything else that might help to deliver an IT service.
Resources are considered to be assets of an organization.
Term
What is meant by the term capability?
Definition
The ability of an organization, person, process, application, IT
service or other configuration item to carry out an activity.
Capabilities are intangible assets of an organization.
Term
Definition
What is a Pattern of Business Activity (PBA)?
A workload profile of one or more business activities. Patterns
of business activity are used to help the IT service provider
understand and plan for different levels of business activity.
Term
What is a service portfolio?
Definition
The complete set of services that is managed by a service
provider. The service portfolio is used to manage the entire
lifecycle of all services, and includes three categories: service
pipeline(proposed or in development), service catalogue(live or
available for deployment), and retired services.
Term
Definition
What is meant by the term governance? Ensures that policies and strategy are actually implemented,
and that required processes are correctly followed. Governance
includes defining roles and responsibilities, measuring and
reporting, and taking actions to resolve any issues identified.
Term
Definition
What is a business case in the context of ITIL?
Justification for a significant item of expenditure. The business
case includes information about costs, benefits, options, issues,
risks and possible problems.
Term
What is risk management?
Definition
The process responsible for identifying, assessing and
controlling risks. Risk management is also sometimes used to
refer to the second part of the overall process after risks have
been identified and assessed, as in risk assessment and
management.
Term
Who or what is a service provider?
Definition
An organization supplying services to one or more internal
customers or external customers. Service provider is often used
as an abbreviation for IT service provider.
Term
Definition
Who or what is an IT service provider? A service provider who provides IT services to an internal or
external customer
Term
Definition
What is a service design package (SDP) Document(s) defining all aspects of an IT service and its
requirements through each stage of its lifecycle. A service
design package is produced for each new IT service,
Term
Definition
What is a service level agreement (SLA)?An agreement between an IT service provider and a customer.
A service level agreement describes the IT service, documents
service level targets, and specifies the responsibilities of the IT
service provider and the customer. A single agreement may
cover multiple IT services or multiple customers.
Term
Definition
What is an operational level agreement (OLA)?

An agreement between an IT service provider and another part
of the same organization. It supports the IT service providers
delivery of IT services to customers and defines the goods or
services to be provided and the responsibilities of both parties.
Term
Definition
What is an underpinning contract (UC)? A contract between an IT service provider and a third party. The
third party provides goods or services that support delivery of
an IT service to a customer. The underpinning contract defines
targets and responsibilities that are required to meet agreed
service level targets in one or more service level agreements.
unit cost (ITIL Service Strategy) The cost to
Term
Definition
What is a service improvement plan (SIP)?
A formal plan to implement improvements to a process or IT
service.
Term
What is the service catalogue?
Definition
A database or structured document with information about all
live IT services, including those available for deployment. The
service catalogue is part of the service portfolio and contains
information about two types of IT service: customer-facing
services that are visible to the business; and supporting services
required by the service provider to deliver customer-facing
services. See also customer agreement portfolio; service
catalogue management.
Term
Definition
What do you understand by the term availability
Ability of an IT service or other configuration item to perform
its agreed function when required. Availability is determined by
reliability, maintainability, serviceability, performance and
security. Availability is usually calculated as a percentage. This
calculation is often based on agreed service time and downtime.
It is best practice to calculate availability of an IT service using
measurements of the business output.
Term
In ITIL, what is an application?
Definition
Software that provides functions which are required by an IT
service. Each application may be part of more than one IT
service. An application runs on one or more servers or clients.
Term
Definition
What is a configuration management system
A set of tools, data and information that is used to support
service asset and configuration management. The CMS is part
of an overall service knowledge management system and
includes tools for collecting, storing, managing, updating,
analysing and presenting data about all configuration items and
their relationships. The CMS may also include information
about incidents, problems, known errors, changes and releases.
The CMS is maintained by service asset and configuration

management and is used by all IT service management
processes.
Term
Definition
What is a definitive media library (DML)?One or more locations in which the definitive and authorized
versions of all software configuration items are securely stored.
The definitive media library may also contain associated
configuration items such as licences and documentation. It is a
single logical storage area even if there are multiple locations.
The definitive media library is controlled by service asset and
configuration management and is recorded in the configuration
management system.
Term
Definition
What is a service knowledge managementAsystem
set of tools and databases that is used to manage knowledge,
information and data. The service knowledge management
system includes the configuration management system, as well
as other databases and information systems. The service
knowledge management system includes tools for collecting,
storing, managing, updating, analysing and presenting all the
knowledge, information and data that an IT service provider
will need to manage the full lifecycle of IT services.
Term
Definition
What is the definition of an incident in service
An unplanned
operationinterruption to an IT service or reduction in the
quality of an IT service. Failure of a configuration item that has
not yet affected service is also an incident for example, failure
of one disk from a mirror set.
Term
Definition
What is the definition of impact in serviceAoperation?
measure of the effect of an incident, problem or change on
business processes. Impact is often based on how service levels
will be affected. Impact and urgency are used to assign priority.
Term
Definition
What is the definition of urgency in service
A measure
operation?
of how long it will be until an incident, problem or
change has a significant impact on the business. For example, a
high-impact incident may have low urgency if the impact will
not affect the business until the end of the financial year. Impact
and urgency are used to assign priority.
Term
Definition
What is the definition of priority in service
A operation?
category used to identify the relative importance of an
incident, problem or change. Priority is based on impact and
urgency, and is used to identify required times for actions to be
taken. For example, the service level agreement may state that
Priority 2 incidents must be resolved within 12 hours.
Term
Definition
What is the definition of a problem in service
A cause
operation
of one or more incidents. The cause is not usually
known at the time a problem record is created, and the problem
management process is responsible for further investigation.
Term
Definition
What is the definition of a known error (KE)
A problem
in service
that has a documented root cause and a workaround.
operation?
Known errors are created and managed throughout their
lifecycle by problem management. Known errors may also be
identified by development or suppliers.
Term
Definition
What is the definition of a workaround inReducing
service operation?
or eliminating the impact of an incident or problem
for which a full resolution is not yet available for example, by
restarting a failed configuration item. Workarounds for
problems are documented in known error records. Workarounds
for incidents that do not have associated problem records are
documented in the incident record.
Term
Definition
What is the known error database (KEDB)
A in
database
servicecontaining all known error records. This database is
operation?
created by problem management and used by incident and
problem management. The known error database may be part of
the configuration management system, or may be stored
elsewhere in the service knowledge management system.
Term
What is an event in service operation?
Definition
A change of state that has significance for the management of
an IT service or other configuration item. The term is also used
to mean an alert or notification created by any IT service,
configuration item or monitoring tool. Events typically require
IT operations personnel to take actions, and often lead to
incidents being logged.
Term
What is an alert in service operation
Definition
A notification that a threshold has been reached, something has
changed, or a failure has occurred. Alerts are often created and
managed by system management tools and are managed by the
event management process
Term
What is a service request?
Definition
A formal request from a user for something to be provided for
example, a request for information or advice; to reset a
password; or to install a workstation for a new user. Service
requests are managed by the request fulfilment process, usually
in conjunction with the service desk. Service requests may be
linked to a request for change as part of fulfilling the request.
Term
What is a metric?
Definition
Something that is measured and reported to help manage a
process, IT service or activity. See also key performance
indicator.
Term
Definition
What is meant by the term critcal successSomething
factor
that must happen if an IT service, process, plan,
project or other activity is to succeed. Key performance
indicators are used to measure the achievement of each critical
success factor. For example, a critical success factor of protect
IT services when making changes could be measured by key
performance indicators such as percentage reduction of
unsuccessful changes, percentage reduction in changes
causing incidents etc.
Term
Definition
What is a key performance indicator (KPI)?
A metric that is used to help manage an IT service, process,
plan, project or other activity. Key performance indicators are
used to measure the achievement of critical success factors.
Many metrics may be measured, but only the most important of
these are defined as key performance indicators and used to
actively manage and report on the process, IT service or
activity. They should be selected to ensure that efficiency,
effectiveness and cost effectiveness are all managed.
Term
Process - Access Management
Definition
The process
responsible for allowing users to make use of
IT services, data or other assets. Access
management helps to protect the
confidentiality, integrity and availability of
assets by ensuring that only authorized users
are able to access or modify them. Access
management implements the policies of
information security management and is
sometimes referred to as rights management
or identity management.
Term
Process - Availability Management
Definition
The process
responsible for ensuring that IT services
meet the current and future availability needs
of the business in a cost-effective and timely
manner. Availability management defines,
analyses, plans, measures and improves all
aspects of the availability of IT services, and
ensures that all IT infrastructures, processes,
tools, roles etc. are appropriate for the
agreed service level targets for availability
Term
Definition
Process - Business relationship management
The process
responsible for maintaining a positive
relationship with customers. Business
relationship management identifies customer
needs and ensures that the service provider
is able to meet these needs with an
appropriate catalogue of services. This
process has strong links with service level
management.
Term
Process - Capacity management
Definition
The process responsible for
ensuring that the capacity of IT services and
the IT infrastructure is able to meet agreed
capacity- and performance-related
requirements in a cost-effective and timely
manner. Capacity management considers all
resources required to deliver an IT service,
and is concerned with meeting both the
current and future capacity and performance
needs of the business. Capacity
management includes three sub-processes:
business capacity management, service
capacity management, and component
capacity management.
Term
Process - Change management
Definition
The process
responsible for controlling the lifecycle of all
changes, enabling beneficial changes to be
made with minimum disruption to IT services.
Term
Process - Design coordination
Definition
The process
responsible for coordinating all service
design activities, processes and resources.
Design coordination ensures the consistent
and effective design of new or changed IT
services, service management information
systems, architectures, technology,
processes, information and metrics.
Term
Process - Demand management (x)
Definition
The process responsible for understanding,
anticipating and influencing customer
demand for services. Demand management
works with capacity management to ensure
that the service provider has sufficient
capacity to meet the required demand. At a
strategic level, demand management can
involve analysis of patterns of business

activity and user profiles, while at a tactical
level, it can involve the use of differential
charging to encourage customers to use IT
services at less busy times, or require shortterm
activities to respond to unexpected
demand or the failure of a configuration item.
Term
Process - Change evaluation (x)
Definition
The process
responsible for formal assessment of a new
or changed IT service to ensure that risks
have been managed and to help determine
whether to authorize the change.
Term
Process - Event management
Definition
The process
responsible for managing events throughout
their lifecycle. Event management is one of
the main activities of IT operations.
Term
Definition
Process - Financial management for IT services
The function and
processes responsible for managing an IT
service providers budgeting, accounting and
charging requirements. Financial
management for IT services secures an
appropriate level of funding to design,
develop and deliver services that meet the
strategy of the organization in a cost-effective
manner.
Term
Process - Incident management
Definition
The process
responsible for managing the lifecycle of all
incidents. Incident management ensures that
normal service operation is restored as
quickly as possible and the business impact
is minimized.
Term
Definition
Process - Information security management
The framework of
policy, processes, functions, standards,
guidelines and tools that ensures an
organization can achieve its information
security management objectives.
Term
Definition
Process - IT service continuity management
The process
responsible for managing risks that could

seriously affect IT services. IT service
continuity management ensures that the IT
service provider can always provide minimum
agreed service levels, by reducing the risk to
an acceptable level and planning for the
recovery of IT services. IT service continuity
management supports business continuity
management.
Term
Process - Knowledge management
Definition
The process
responsible for sharing perspectives, ideas,
experience and information, and for ensuring
that these are available in the right place and
at the right time. The knowledge
management process enables informed
decisions, and improves efficiency by
reducing the need to rediscover knowledge.
See also Data-to-Information-to-KnowledgetoWisdom; service knowledge management
system.
Term
Process - Problem management
Definition
The process
problems. Problem management proactively
prevents incidents from happening and
minimizes the impact of incidents that cannot
be prevented.
Term
Definition
Process - Release and deployment management
The process
responsible for planning, scheduling and
controlling the build, test and deployment of
releases, and for delivering new functionality
required by the business while protecting the
integrity of existing services.
Term
Process - Request fulfillment
Definition
The process
service requests.
Term
Definition
Process - Service asset and configuration The
management
process
responsible for ensuring that the assets
required to deliver services are properly
controlled, and that accurate and reliable
information about those assets is available
when and where it is needed. This

information includes details of how the assets
have been configured and the relationships
between assets.
Term
Definition
Process - Service catalogue management The process
responsible for providing and maintaining the
service catalogue and for ensuring that it is
available to those who are authorized to
access it.
Term
Process - Service level management
Definition
The process
responsible for negotiating achievable
service level agreements and ensuring that
these are met. It is responsible for ensuring
that all IT service management processes,
operational level agreements and
underpinning contracts are appropriate for
the agreed service level targets. Service level
management monitors and reports on service
levels, holds regular service reviews with
customers, and identifies required
improvements.
Term
Definition
Process - Service portfolio management The process
responsible for managing the service
portfolio. Service portfolio management
ensures that the service provider has the
right mix of services to meet required
business outcomes at an appropriate level of
investment. Service portfolio management
considers services in terms of the business
value that they provide.
Term
Definition
Process - Service validation and testing (x)
The process
responsible for validation and testing of a
new or changed IT service. Service validation
and testing ensures that the IT service
matches its design specification and will meet
the needs of the business.
Term
Definition
Process - Seven step improvement processThe
process responsible for defining and
managing the steps needed to identify,
define, gather, process, analyse, present and
implement improvements. The performance

of the IT service provider is continually
measured by this process and improvements
are made to processes, IT services and IT
infrastructure in order to increase efficiency,
effectiveness and cost effectiveness.
Opportunities for improvement are recorded
and managed in the CSI register.
Term
Definition
Process - Strategy management for IT services
The process
(x)
responsible for defining and maintaining an
organizations perspective, position, plans
and patterns with regard to its services and
the management of those services. Once the
strategy has been defined, strategy
management for IT services is also
responsible for ensuring that it achieves its
intended business outcomes
Term
Process - Supplier management
Definition
The process
responsible for obtaining value for money
from suppliers, ensuring that all contracts and
agreements with suppliers support the needs
of the business, and that all suppliers meet
their contractual commitments. See also
supplier and contract management
information system.
Term
Definition
Process - Transition planning and supportThe process
responsible for planning all service transition
processes and coordinating the resources
that they require.
Term
Function - Application management
Definition
The function
responsible for managing applications
throughout their lifecycle.
Term
Definition
Function - IT Operations management The function within
an IT service provider that performs the daily
activities needed to manage IT services and
the supporting IT infrastructure. IT operations
management includes IT operations control
and facilities management.
Term
Function - Service desk
Definition
The single point of
contact between the service provider and the
users. A typical service desk manages
incidents and service requests, and also
handles communication with the users
Term
Function - Technical management
Definition
The function
responsible for providing technical skills in
support of IT services and management of
the IT infrastructure. Technical management
defines the roles of support groups, as well
as the tools, processes and procedures
required.
Term
Life cycle stage - Service Operation
Definition
A stage in the
lifecycle of a service. Service operation
coordinates and carries out the activities and
processes required to deliver and manage
services at agreed levels to business users
and customers. Service operation also
manages the technology that is used to
deliver and support services. Service
operation includes the following processes:
event management, incident management,
request fulfilment, problem management, and
access management. Service operation also
includes the following functions: service desk,
technical management, IT operations
management, and application management.
Although these processes and functions are
associated with service operation, most
processes and functions have activities that
take place across multiple stages of the
service lifecycle.
Term
Life cycle stage - Service Strategy
Definition
A stage in the
lifecycle of a service. Service strategy defines
the perspective, position, plans and patterns
that a service provider needs to execute to
meet an organizations business outcomes.
Service strategy includes the following
processes: strategy management for IT
services, service portfolio management,
financial management for IT services,
demand management, and business
relationship management. Although these
processes are associated with service
strategy, most processes have activities that
take place across multiple stages of the

service lifecycle.
Term
Life cycle stage - Service Transition
Definition
A stage in the
lifecycle of a service. Service transition
ensures that new, modified or retired services
meet the expectations of the business as
documented in the service strategy and
service design stages of the lifecycle. Service
transition includes the following processes:
transition planning and support, change
management, service asset and configuration
management, release and deployment
management, service validation and testing,
change evaluation, and knowledge
management. Although these processes are
associated with service transition, most
processes have activities that take place
across multiple stages of the service
lifecycle.
Term
Life cycle stage - Service Design
Definition
A stage in the lifecycle
of a service. Service design includes the
design of the services, governing practices,
processes and policies required to realize the
service providers strategy and to facilitate
the introduction of services into supported
environments. Service design includes the
following processes: design coordination,
service catalogue management, service level
management, availability management,
capacity management, IT service continuity
management, information security
management, and supplier management.
Although these processes are associated
with service design, most processes have
activities that take place across multiple
stages of the service lifecycle
Term
Definition
Life cycle stage - Continual Service Improvement
A
stage in the lifecycle of a service. Continual
service improvement ensures that services
are aligned with changing business needs by
identifying and implementing improvements
to IT services that support business
processes. The performance of the IT service
provider is continually measured and
improvements are made to processes, IT
services and IT infrastructure in order to
increase efficiency, effectiveness and cost

effectiveness. Continual service improvement
includes the seven-step improvement
process. Although this process is associated
with continual service improvement, most
processes have activities that take place
across multiple stages of the service
lifecycle.
Term
Process Owner
Definition
A Role responsible for ensuring that a Process is Fit for
Purpose. The Process Owner's responsibilities include
sponsorship, Design, Change Management and continual
improvement of the Process and its Metrics.
Term
Service Owner
Definition
A Role which is accountable for the delivery of a specific IT
Service.
Term
Processes in Service Strategy
Definition
Business Relationship Management
Demand Management
Financial Management for IT Services
Service Portfolio Management
Strategy Managament for IT Services
Term
Definition
Processes in Service Design (ISSAC IS Dead)
IT Service Continuity Management
Supplier Management
Service Catalogue Management
Availability Management
Capacity Management
Information Security Management
Service Level Managament
Design Coordination
Term
Definition
Processes in Service Transtion (RoaSTS CoCK)
Release and Deployment Management
Service Asset and Configuration Management
Transition Planning and Support
Service Validation and Testing
Change Evaluation
Change Management
Knowledge Management
Term
Definition
Processes in Service Operation (A PIER)
Access Management
Problem Management
Incident Management
Event Management
Request Fulfillment
Term
Definition
Processes in Continual Service Improvement
Seven Step Improvement Process
Term
4 Ps of Service Strategy
Definition
Perspective: where the service strategy is articulated as a
mission statement or vision statement.
Position: where the service strategy is expressed in a specific

way that allows comparison between competitors.
Plan: where the service strategy is asked as a question.
Pattern: where the service strategy is defined as a consistent set

of activities to be performed in a defined period of time.
Term
4 Ps of Service Design
Definition
People: People are in charge of providing IT services. These
professionals should have the skills and competencies required
for providing services.
Products: The products are the tools, services, and technology

used in the delivery of, and support of, the services.
Processes: Processes support and manage the services being

offered so that the services meet customer expectations and
agreed service levels. All processes must be measureable.
Partners: When designing services, vendors, manufacturers, and

suppliers should be considered as they will be utilized to
support the service once it is live.
Term
Definition
What are the 3 IT Service Provider Types?Type I - Internal service provider: exists within an organization
and provides service solely for a unique business unit
Type II - Shared service unit: exists within an organization, but

provides service for more then one business unit
Type III - External service provider: operates outside

organization
Term
4 balances of Service Operation
Definition
Internal IT view Vs external business view
Stability Vs Responsiveness
Quality of service Vs Cost of service
Reactive Vs Proactive
Term
Definition
Which are the progressive phases on the service lifecycle?
Service Design
Service Transition
Service Operation
Term
Definition
What is meant by the term serviceability?The ability of a Third Party Supplier to meet the terms of their
Contract. This Contract will include agreed levels of Reliability,
Maintainability or Availability for a Configuration Item.
Term
What are tension metrics?
Definition
A set of related Metrics, in which improvements to one Metric
have a negative effect on another. Tension Metrics are designed
to ensure that an appropriate balance is achieved.
Term
Good practice VS Best practice
Definition
A good practice is standards and frameworks that are
established and in wide industry use and it includes proprietary

knowledge.
Term
What is a Service Model?
Definition
A graphical representation of a business opportunity to create
value.
Term
Process Model
Definition
A process (activities, metrics, roles, procedures, instructions,
improvements) that uses inputs to create outputs (outcome and
review).
The process is controlled (owner, objective, documentation,

feedback) and enabled (resources and capabilities) and is
initiated by a trigger.
Term
Steps in the Service Lifecylce are?
Definition
Requirements, defined, analyzed, approved, chartered,
designed, developed, built, test, release, operational and retired.
Term
Definition
What are the characteristics of a process?MSCR Measureable, deliver Specificresults to Customers and
Respond to a specific event (trigger)
Term
Definition
What are the 5 aspects of Service Design STAMP: Services, Technologies, Architectures, Metrics and
Processes
Term
Definition
What are the 3 types of metrics (STP)?
Service Metrics - Used to measure and report end to
end service, e.g. % availability of a web service
Technology Metrics - associated with components,

used internall to understand capability of the
technology on which the service depends, e.g. MTBF
Process Metrics - measure the qualitry performance,

value and compliance of a service management
process as a way of identifying improvement
oppoortunities, e.g % o faiked changes
Term
What are the steps in the CSI Model?
Definition
1.
Define what you should measure
2.
Define what you can measure
3.
Gather the data
4.
Process the data
5.
Analkyse the data
6.
Present and use the information
7.
Implement corrective action
Term
Definition
What are the 7 Rs of Change ManagementWhat we need to consider when assessing a change:
Who raised the change?
What is the reason for the change?
What is tbe return required from the change?
what are the risks involved in tne change?
What resources are require to make the change?
Who is responsible for the build, test and

imokementation of the change?
What are the relationships between this and other

changes?
Term
Definition
What are the main activities of Service Strategy
Define the market, develop the offerings, develop strategic
assets and prepare for execution.
Term
What is the V Model?
Definition
Service validation model that builds in service validation and
testing early in the service lifecycle.
Term
Definition
What are the areas of focus to improve availability
Reliability ability to remain operational without
failure
Resilience ability to remain operational despite

failure
Maintainability ability to maintain in operational

condition
Serviceability ability of service provider to keep

service available
MTTR mean time to repair
MTBF mean time between failure
MTBSI mean time between system incidents
Term
Definition
What are the 3 levels of Capacity Management
BCM Business Capacity Management
SCM Service Capacity Management
CCM Component Capacity Management
Term
Definition
What are the process objectives of ServiceIncident
Operations
Management To restore service as quickly as
possible within agreed service levels and minimize
the impact to the business.
Event Management detect and make sense of events and
determine appropriate controls.
Request Fulfillment provide a channel for users to request and
receive standard services.

Problem Management to prevent problems and resulting
incidents from happening and to eliminate
recurring incidents and minimize impact of those that cannot be
prevented.
Access Management granting authorized users the right to use
a service and prevent access by nonauthorized users.
Term
Definition
What are the process objectives of ServiceRelease
Transition
and Deployment Management to create clear,
comprehensive release and deployment plans to build, test and
deploy change projects into the environment.
Change Management
Respond to the changing business requirements
while maximizing value and
reducing incidents, disruption and re-work.
Service Asset and Configuration Management protect the

integrity of service assets and configuration
items through the service lifecycle.
Term
Definition
What are the process objectives of ServiceInformation
Design
Security Management provide a focus for all
Dead)?
aspects of IT security and manage all IT security activities. To
protect the interests of these relying on information.
Service Catalog Management Create and manage an accurate
service catalog.
Service Level Management negotiate, agree and document
service levels and ensure that all operational services and their
performance are measured in a consist way.
Availability Management ensure that the levels of service
availability are delivered in all services to match or exceed the
current and future agreed needs of the business.
Capacity Management ensure a cost justifiable IT capacity
always exists in all areas of IT and is matched to current and
future agreed levels. IT

Service Continuity ensure that the required IT technical and
service facilities can be resumed within required and agreed
timescales in the event of a major disruption.
Supplier Management manage supplier relationship and
performance.
Design Coordination - ensure the goals and objectives of the
design stage are met
Term
Definition
What are the process objectives of ServiceFinancial
Strategy Management operational visibility into the financial aspects of IT services to enh
DiBS)?
making, operational control and ensure value capture and creation.
Service Portfolio Management Decide what services to offer, understanding why customers
Demand Management understand customer requirements for services and how they vary ov
business cycle and ensure the provision of the service at the appropriate level.
Business Relationship Management - to establish a relationship between the service provider
Strategy Management for IT Services - to assess the service providers offerings, capabilities,
strategy to serve customers
Term
Definition
What are the three sub-processes of Capacity Management
Business Capacity Management
Cards - 2
Service Capacity Management
Component Capacity Management
Term
Definition
The successful diagnosis of a problem results in a KE. On the
When a review of the change has lead to a satisfactory result.
basis of this KE a RFC may be raised. When can the KE be
closed?
Term
Definition
When an organization decides to control the flow of incident
information within the IT organization, which ITIL process
would it be putting in place?
Term
Definition
When must a Post Implementation Review take place?
Incident Management
After every change.
Term
Definition
IT Service Continuity Management responsibilities include...
Analyzing risks. Testing back-out arrangements. Drawing up
back-out scenarios.
Term
Definition
Which ITIL process has the objective of helping to monitor the
IT services by maintaining a logical model of the IT
infrastructure and IT services?
Configuration Management.
Term
Definition
According to the Deming quality circle a number of steps must
be performed repeatedly in order to ensure good performance.
Plan-Do-Check-Act
Term
Definition
The Deming quality circle is a model for control based on
quality. Which step in this model must be taken first?
Planning
Term
Definition
A process is a logically coherent series of activities for a predefined goal. What is the process owner responsible for?
The result of the process.
Term
Definition
What is the difference between a process and a project?A process is continuous and has no end date, whereas a project
has a finite life span.
Term
Definition
What is the basis of the ITIL approach to service management?
Term
The following is one benefit of ITIL...
Interrelated Activities.
Definition
The quality and the costs of the IT services can be controlled
more efficiently.
Term
Definition
Which activity takes place immediately after recording and
registering an incident.
Term
Definition
In an organization, the purchasing department has relocated
their IT resources. A service desk employee has been
comissioned to relocate this departments workstations. In
which ITIL process is this employee now playing a role?
Definition
Information is regularly exchanged between Problem
Management and Change Management. What information is
this?
Classification
Change Management
Term
Term
Definition
In IT Service Continuity Management various precautionary
measures are taken, for example using an emergency power
provision. Which ITIL process could also initiate this kind of
measure?
Term
Definition
The __________ functions as the first contact for the customer.
Term
RFCs resulting from known errors.
Availability Management.
Service Desk.
Definition
Which ITIL process or which ITIL department has

responsibilites that include distributing information to users?
Term
Definition
Is the following statement True or False? Solving a problem IS
NOT a Service Desk activity.
Term
Definition
Who is responsible for tracking and monitoring an incident?
Service Desk
True.
Service Desk
Term
Definition
A call to the Service Desk regarding a system message that a
printer is not working would be classified as an __________
Incident
Term
Definition
Is the following statement true or false? The Service Desk is a
process.
False. The service desk is a department.
Term
Definition
One of problem management's tasks is to proactively prevent

incidents. With this in mind is the following statement true or
false? Analyzing reported incidents in order to make
recommendations can be categorized as being proactive.
True.
Term
Definition
One of the objectives of problem management is to minimize
the impact of problems on IT services. Which activity needs to
be carried out by problem management in order to achieve this?
Managing Known Errors.
Term
Definition
Which status is a problem assigned once its cause has been
identified?
Known Error.
Term
Definition
Which activitiy in the problem management process is
responsible for generating Requests for Change (RFC) ?
Error Control.
Term
Definition
When the cause of one or more incidents is not known,
additional resources are assigned to identify the cause. Which
ITIL process is responsible for this?
Problem Management.
Term
Definition
Which ITIL process provides change proposals in order to
eliminate structural errors?
Problem Management.
Term
Definition
When is a known error identified?
When the cause of the problem is known.
Term
Definition
Is the following statement true or false? Analyzing trends is
part of proactive problem management.
True.
Term
Definition
Which ITIL process is responsible for tracing the underlying
cause of errors.
Problem Management
Term
Definition
Is the following statement true or false? Trend analysis is an
example of proactive problem management.
True.
Term
Definition
How does problem management contribute to a higher solution
By making a knowledge database available.
percentage of first-line support?
Term
Definition
What is the primary task of error control?
Correcting known errors.
Term
Definition
What is the term used for a situation derived from a series of
incidents with the same characteristics?
Term
What is meant by the urgency of an incident?
Definition
The degree to which the soulution of an incident tolerates delay.
Term
Definition
Company.com calls the service desk and reports that the system
is slow. He asks whether he can be given another pc like his
colleague's which is much faster. Which term is applicable to
this situation?
Term
Definition
Reports of different types arrive at a service desk. A report that
is printer is not working would be also known as an
__________
Term
Definition
Which ITIL process has the following objective? Correcting
malfunctions in the services as quickly as possible by
minimizing the consequences of the malfunctions, so that the
user is hindered as little as possible.
Term
Incident.
Incident Management.
Assign an incident number.
Term
Definition
Which ITIL process has the task of classifying incoming
interruption reports?
Definition
Which of the following parties involved in an incident
determines whether that incident can be closed?
Term
Definition
What is the use of additional technical expertise in the Incident
Management process called?
Term
Incident.
Definition
What is the first step when registering an incident?
Term
A problem.
Definition
Incident Management
User
Functional Escalation.
Of which ITIL process are Reliability, Servicability and

Maintainability components?
Term
What is the meaning of the term serviceability?
Definition
The degree to which the provision of IT services can be
supported by maintenance contracts.
Term
Definition
What's the definition of the term "Mean Time To Repair"
(MTTR)?
Average downtime of a service.
Term
Definition
Which ITIL process manager requires a report specifying the
duration of an interruption of a configuration item?
Availability Manager
Term
Definition
The application sizing activity is part of capacity management.
Determining the hardware capacity required to support new or
What is application sizing?
adapted applications.
Term
Definition
The capacity manager asks the user of an application whether a
certain activity can be peformed at night so the CPU is not
overloaded during the day. What part of the capacity
management process does this refer to?
Term
Definition
For what is capacity management responsible?
Term
Demand Management
Definition
Which ITIL process is responsible for determining the
hardware necessary in order to support an application.
Term
Definition
An analysis has been made regarding the expansion of the
customer information db. The result indicates that the
mainframe disk capacity must be increased. Which process is
responsible for sharing this information on time?
Definition
The cash registers ina supermarket experience network
disruptions daily between 4pm and 6pm. Which ITIL process is
responsible for solving these difficulties on a structural basis?
resource management.
Capacity Management
Capacity Management
Term
Term
Definition
In change management, a number of activities take place
Problem Management.
Determining the urgency of the change.
between the acceptance of a reques for change and the

completion of the change. Which activity is performed after
acceptance of a request for change?
Term
Where are the statuses of changes recorded?
Definition
In the configuration management database. (CMDB)
Term
Definition
A user reports a PC problem to the Service Desk. A service
desk rep determines that the PC is defective and indicates that
according to the services catalogue, the PC will be replaced
within three hours. Which ITIL process is responsible this?
Term
Definition
Who decides the category of a change?
Term
Definition
An organization plaons on implementing a new network
operating system. Before the actual implementation takes place,
the plan of approach for achieving the implementation is
discussed. Under whose leadership is the discussion held?
Term
Change Management
Definition
What is a change that must be made quickly called?
The change manager.
The change manager
An urgent change.
Term
Definition
Changes are divided into categories. What criterion definesThe
a consequences of the change such as limited, substantial,
category for a change?
significant, etc.
Term
Definition
When implementing a new version of an application both
Change managmement plays a coordinating role in this phase.
change management and release management are involved.
What is the responsibility of the change management process
here?
Term
Definition
What is a request to replace something within the IT
infrastructure called?
Term
Definition
In the change management process, which role is ultimately
responsible for the entire process?
Term
Definition
Which ITIL process is responsible for handling an application
Request for change.
Change Manager
Change Management
for a new workstation according to a standard working method?

Term
Definition
Where is the planning of changes kept up to date?
FSC (Forward Schedule of Changes)
Term
Definition
What is the term used for a fully described and approved
change that does not have to be evaluated by change
management each time?
Standard Change
Term
Definition
Which ITIL process aims to prevent incidents resulting from
changes to the IT infrastructrue?
Change Management
Term
Definition
Which subject should be one of the standard items on the
agenda of a meeting of the Change Advisory Board (CAB)?
Ongoing or concluded changes.
Term
Definition
A power failure has knocked out the entire IT infrastructure.
When the continuity manager expects the failure to last longer
Fortunately, there is an ITSC Plan available. When should than the maximum period of time mentioned in the service
power failure be considered a disaster to enact the ITSC Plan?
level agreement.
Term
Definition
Which ITIL process is responsible for analyzing risks and
counter measures?
IT service continuity management
Term
Definition
Which ITIL process aims to trace business-critical services for
which supplementary emergency measures must be taken?
Term
Definition
Which ITIL process carries out a risk analysis on the possible
threats to and vulnerabilities of the IT infrastructure?
Term
Definition
Is the following statement true or false? The service catalogue
describes all services that can be supplied by the IT
management organization.
True
Term
Definition
Which aspects are described in a Service Level AgreementThe quality expressed in quantity and costs of the services
(SLA)
offered.
Term
Definition
What aspects would you not expect to see in a Service level
The average utilization Level of the service desk
report designed for the customer?
Term
Definition
How can an organization determine the effectiveness of the
Service Level Management process?
Term
Definition
Which ITIL process is responsible for creating the cost
agreements for extra support of the service desk?
By measuring customer satisfaction.
Service Level Management
Term
Definition
Users have complained about the e-mail service. An evaluation
of the service has been performed. Which activity takes place
after the evaluation of a service?
Adjusting of the service.
Term
Definition
Where are activities documented with the aim of improving an
IT service?
Service Improvement Program (SIP)
Term
Definition
In the service level management process, what happens during
the activity called "monitoring"?
Guarding agreements with the customer
Term
Definition
Which ITIL process verifies that the modifications which have
been made to the IT infrastucture have been properly
documented?
Configuration Management
Term
Definition
Information and Communication Technologies (ICT) includes
Asset Management monitors aspects such as depreciation and
both Asset Management and Configuration Management. Whatconfiguration management monitors aspects such as the
is the difference between the two?
relationships between the configuration items.
Term
Definition
In the company.com company a specific component of the IT
infrastructure has been modified. This could have consequences
for other components. What ITIL process should be set up in
order to provide good insight into these consequences?
Term
Definition
What does the term 'detail level' mean in the context of the
configuration management database (CMDB)?
Configuration Management
The depth of the database structure.
Term
Definition
Which ITIL process includes the activity of describing and
registering all components in the IT infrastucture?
Term
What is a baseline in the IT infrastructure?
Term
configuration management
Definition
A standard configuration (such as a standard workstation)
Definition
For which of the following activities of configuration
management are audits regularly implemented?
verification
Term
Definition
Which data, for a new configuration item (CI), is recorded in
The relationship to other configuration items.
the configuration management database (cmdb)?
Term
Definition
A number of new PCs have been installed at a company's
offices. Recording data regarding the PCs would be a
responsibility of which process?
Configuration Management.
Term
Definition
True or false? The following question can not be answered
directly from the CMDB. Which members of the staff of
deparment X have moved to department Y?
True.
Term
Definition
What is the criterion used by change management in
determining the category for a request for change?
Term
When is a back-out plan invoked?
Impact
Definition
When it is found that something went wrong when
implementing a change.
Term
Definition
Release management has distributed a defective release. As aRelease Management will implement the back-out plan.
result, monthly invoicing has come to a standstill. This has very
radical consequences for the business and has been reproted as
an incident. According to ITIL best practices, what should hap
Term
Definition
What is the first activity when implementing a release?
Term
Definition
The spell check module of a word-processing software package
contains a number of errors. The development department has
compiling the release schedule
Release Management
corrected these errors in a new version. Which process is

responsible for ensuring this updated version is tested?
Term
Definition
Best describe the contents fo the Definitive Software Library.
Authorized versions of all softtware used on the infrastructure.
Term
Definition
Software is checked for viruses before it goes into the
Definitive Software Library (DSL). What ITL process is
responsible for ensuring that only virus-free software is put into
the DSL?
Release Management
Term
Definition
Which ITIL process is responsible for annually allocating the
costs of underpinning contracts?
Financial Management for IT Services.
Term
Definition
Which ITIL process is responsible for setting up the cost
allocation system?
Financial Management for IT services.
Term
Definition
Which activity in the ITIL process "Financial Management for
IT Services" is responsible for billing the services that were
provided to the customer?
Charging
Term
Definition
Which ITIL process provides an insight, through the modeling
activity, into trends that could cause performance problems in
the future?
Capacity Management.
Term
Term
Definition
Which ITIL process has responsibility in preventing
unauthorized access to data?
Security Management.
Definition
Where are agreements regarding security management
recorded?
In a Service Level Agreement. (SLA)
Term
Definition
Which ITIL process handles the implementation of the policy
for access management and access to information systems?
security management
Term
Definition
Which ITIL process ensures that the information that has been
made available satisfies the specified information security
security management
requirements?
Term
Definition
The correctness of data best describes the basic concept of
integrity in which process?
security management
Term
Definition
Security Management includes a number of sub-processes.
Which activity of Security management leads to a security subclause in the Service Level Agreement (SLA)?
Plan
Cards 3
Cards
Term
Financial Management
Definition
is
is part of which Service?

Service Strategy
Strategy, Design, Transition, Operation
Term
Definition
is

Service Strategy
Term
Demand Management
Definition
Demand Management
is

Service Strategy
Term
Service Catalog Management
Definition
is

Service Design
Term
Definition
is

Service Design
Term
Capacity Management
Definition
Capacity Management
is

Service Design
Term
Definition
is

Service Design
Term
Definition
is

Service Design
Term
Definition
is

Service Design
Term
Supplier Management
Definition
Supplier Management
is

Service Design
Term
Definition
is

Service Transition
Term
Definition
is

Service Transition
Term
Testing and Validation
Definition
Testing and Validation
is

Service Transition
Term
Evaluation
Definition
Evaluation
is

Service Transition
Term
Change Management
Definition
Change Management
is

Service Transition
Term
Asset and Configuration Management
Definition
is

Service Transition
Term
Definition
is

Service Transition
Term
Incident Management
Definition
Incident Management
is

Service Operation
Term
Problem Management
Definition
Problem Management
is

Service Operation
Term
Event Management
Definition
Event Management
is

Service Operation
Term
Access Management
Definition
Access Management
is

Service Operation
Term
Request Fulfillment
Definition
Request Fulfillment
is

Service Operation
Cards - 4
Term
Definition
5 Areas of ITIL Life Cycle
1) Service Strategy
2) Service Design
3) Service Transition
4) Service Operation
5) Continual Service Improvement
Term
Definition
Service Strategy Steps
(FSDBS)
Financial Management for IT
Demand Management
Business Relaionship Management
Service Strategy for ITSM
Term
Definition
Service Design
(D ASS CISS)
Design Coordination
Availability Managment
Service Catalogue Management
Capacity Management
Security Management
Supplier Management
Term
Definition
Service Transition
(CC TRACKS)
Change Management
Change Evaluation
Release and Development Management
Service Validation and Testing
Cards
Term
Definition
Good Practice
Good practices permit organizations to operate in dynamic

environments with the need to:
1. Learn and adapt
2. Improve performance while managing
trade-offs
3. Benchmark using industry good practices
to differentiate themselves against peers to
close gaps in capabilities
Term
Definition
A service is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of specific
costs and risks
Service Management
Term
Definition
Service Portfolio: Three Parts
Service Pipeline (Concept)

Service Catlogue (Current or upcoming)
Retired Services
Term
Definition
Service
Term
A service is a means of delivering value to

customers by facilitating outcomes customers
want to achieve without the ownership of specific
costs and risks.
Definition
Requirement to bring a service out of retirement

Three E's
Term
Efficient
Effective
Economical
Definition
Utility and Warranty
The presence of both creates value.
Utility
What the customer gets
Warranty
Term
How the it is delivered to the customer

(Assurance)
Definition
Service Owner
Term
The Service Owner is accountable for a specific

service within an organization regardless of where
the underpinning technology components,
processes or professional capabilities reside.
Definition
Service Manager
Term
Manages the development, implementation,

evaluation and on going management of new and
existing products and services
Definition
Service Provider
Term
An Organization supplying Services
Definition
Supplier
Term
A Third Party responsible for supplying goods or

services that are required to deliver IT Services.
Definition
Contract
A legally binding agreement between two or more

parties.
Term
Definition
Functions, Roles, and Processes
Term
Functions are units of organizations

specialized to perform certain types of
work and re responsible for specific
outcomes
Roles refers to a set of connected

behaviors or actions that are performed by
a person, team or group in a specifi context
Processes define activities or actions
Definition
Process Owner
Term
Accountable for the overall quality of the process

and oversees the management of, and
organizational compliance to, the process flows,
procedures, data models, policies and
technologies associated with the IT business
process
Definition
Process Manager
Term
Responsible for ensuring that their process is

being performed according to the agreed and
documented process and is meeting the aims of
the process definition
Definition
Process Model
A process under control
Planning and regulating a process
Performing a process in an effective,
efficient and consistent manner

Once under control they can be repeated and become
manageable
Term
Definition
Process Characteristics
Term
Measurable
Specific results
Have customers
Respond to specific events
Definition
RACI Model
Defines roles
Responsible
Accountable
Consulted
Informed
* Never have more than one person accountable for a process
Term
Definition
Integrated Service Managment Tool Requirements
Term
Data structure, data handling and

integration
Integration of multi-vendor infrastructure

components
Conformity to international open standards
Flexibility in implementation, usage and

data sharing
Usability - Ease of use permitted by the

user interface
Definition
Service Automation
Term
Automation is considered to improve the

utility and warranty of services.
The capacity of automated resources can

be more easily adjusted in response to
variations in demand volumes.
Automated resources can handle capacity

with fewer restrictions on time of access
Definition
The Service Lifecycle
Service Strategy - Business Requirements
Service Design - Functional Requirements
Service Transition - Change Mgmt
Service Operation - Day to day activities
Continual Service Improvement Incremental Improvement
Term
Definition
Role of IT Governance Across the Service Lifecycle
Transparency
Control
Compliance to regulatory requirements
Types of governance
Term
Enterprise
Corporate
IT
Definition
Service Strategy : Goals/Objectives
Term
To provide guidance on how to design,

develop and implement service
management
To provide direction of service growth
Provide guidance on the principles

supporting the practice of service
management that are useful for developing
SM policies, guidelines and prcoesses
across the ITIL Service Lifecycle
Definition
Service Strategy answers such as:
What services should we offer?
How do we differentiate ourselves from the

competing alternatives?
How do we truly create value for our
customers?
Term
How do we capture value for our

stakeholders?
How can we make a case for strategic

investments?
How can we provide visibility and control

over value creation?
How should we define service quality?
How do we choose paths for improving

service quality
Definition
Value Creation Through Service
Term
Value is in terms of the customer's business

outcomes
Value also highly dependent on customer's

perception
Definition
Service Assets
Term
Are basis for value creation
Resources and capabilities are used to

create value in the form of goods and
services
Definition
Resources and Capabilities
Resources
o
Relatively easier to acquire
compared to capabilities
Term
Management, people, and

knowledge are used to transform
resources
Such as people, applications,

infrastructure
Capabilities
o
Cannot produce value without

appropriate resources
Organizational ability to coordinate,

control, deploy resources to produce
value
Experience, knowledge, information

based, and embedded within PPT
Solving problems, handling

situations, managing risks,
analyzing failures.
Definition
Service Strategy Processes
Term
Generation
Demand Management
Risk Managment
Definition
Demand Management Goals/Objectives
Understand and influence customer

demand for services and provision of
capacity to meet demand
Term
Definition
Demand Management Challenges
Term
DM is a critical aspect of service

management
Poorly manages demand is a source of risk

for service providers
Excess capacity generates cost without

creating value
Definition
Patterns of business activity (PBA)
Term
Business processes are the primary source

of demand of services
PBA influence the demand patterns seen by

the service providers
Study customers business identity
Definition
Business Activity Patterns and User Profiles
BAP
o
Drive demand for services
Customer assets generate patterns

of business activity
PBA define interactions with

customers, suppliers, partners and
other stakeholders
UP
o
Term
Based on roles and responsibilities

within org for people, functions and
operations for process and
applications
Definition
Service Packages Parts
Term
Core Services
Service Level Packages (SLP)
Line of Service (LOS)
Definition
Demand Management Roles
Term
Business Relationship Managers (BRM)
Product Manager
Definition
Financial Management Goals/Objectives
To Provide the business and IT with the quantification, in
financial terms, of the value of IT services, the value of the
assets underlying the provisioning of those services, and the
qualification of the operational forecasting
Term
Definition
Financial Management Basic Concepts
Accounting
Term
Budgeting
Charging
Definition
Business Case
Term
A decision and support planning tool that

projects the likely consequences of a
business action
An output of Service Strategy
Definition
Service Design Goals / Objectives
Term
Provide guidance to design appropriate and

innovative IT services, including their
architectures, processes, policies and
documentation, to meet current and future
agreed business requirements
Definition
Value of service design to business
Term
Reduced TCO
Improved quality of service
Improved consistency of service
Easier implementation of new or changed

services
Definition
Four P's of Service Design
People
Processes
Products
Partners
*Items to consider in the design process
Term
Definition
Five Major Service Design Aspects (SDA)
1.
Designing Service Solutions
2. Designing supporting systems

3. Designing technology architectures
4. Designing process
5. Designing of measurement systems and
metrics
Term
Definition
Service design package (SDP)
Term
Defines all aspects of an IT service and its

requirements through each stage of its
lifecycle
Definition
Service Design Processes
Term
Supplier Management
Capacity Management
Definition
Service Level Management (SLM)
Term
To ensure that an agreed level of IT service

is provided for all current IT services, and
that future services are delivered to agreed
achievable targests.
Definition
SLM Activities
Term
Define, document, agree, monitor, measure,

report and review the level of IT services provided
Definition
Service Level Agreement (SLA)
Term
An agreement between the IT service provider and

the customer that defines responsibilities on both
sides
Definition
Operational Level Agreement (OLA)
Term
An agreement between and IT service provider

and another part of the same organization
Definition
Underpinning Contract (UC)
A contract between an IT service provider and a

third party. (Supplier)
Term
Definition
SLA structure
Term
Service-Based SLA
Customer-Based SLA
Multi-Level SLA
o
Corporate
Customer
Service
Definition
Service Level Requirement (SLR)
Term
Service level requirements for all services must be

determined and the ability to deliver against these
requirements will be assessed and finally agreed
in a formal SLA
Definition
SLA Monitoring (SLAM) Chart
Periodic reports incorporating details of performance against all
SLA targets, together with details of any trends or specific
actions being undertaken to improve service quality
Term
Definition
Service Review
Term
Periodic review meetings must be held on a

regular basis with customers (SLA review)
Definition
Service Improvement Program (SIP)
Term
Identify and implement whatever actions

are ncessary to overcome difficulties and
restore service quality
Definition
Service Level Manager
Responsible for ensuring that aims of the Service Level
Management are met.
Term
Definition
Challenges of Critical Success Factors
Term
Lack of accurate commitment from the

business and customers
The tools and resources
Can become bureaucratic administrative

process rather than active and proactive
process that delivers measureable benefits
to the business
Definition
Term
Ensure that a service catalog is produced and

maintained, containing accurate information on all
operational services and those being prepared to
run operationally
Definition
Service Catalogue Components
The business service catalogue
The technical service catalogue
Term
Definition
Availability Management Goal / Objective
Term
Ensure that the level of service availability

delivered in all services is matched to or
exceeds the current and future agreed
needs of the business, in a cost-effective
manner.
Definition
Availability
Term
"Ability of a Configuration Item or IT

Service to perform its agreed Function
when required"
Definition
Reliability
Term
A measure of how long a service,

component or CI can perform is agreed
function without interruption
Definition
Maintainability
Term
A measure of how quickly and effectively a

service, component or CI can be restored to
normal working state after a failure.
Definition
Serviceability
Term
Ability of a supplier to meet the terms of thier

contract
Definition
Availabity Managment IS
Term
Definition
Information Security Management ISM
Goals/Objectives
Term
Align IT security with business security and ensure

that information security is effectively managed in
all sercie and Service Management activities
Definition
Information Security Framework
Term
Provides a basis ofr the development of a costeffective information security program that
supports the business objectives
Definition
Information Security Policy
Term
Information Security Management activities should

be focused on and driven by an overall informaiton
Security Policy and a set of underpinning specifica
security policies
Definition
Infomation Security Management System
Term
Provides a basis for the development of a costeffective information secuirty program that
supports the business objectives
Definition
Supplier Managment Goal / Objective
Term
A virtual respository of all Availability

Management data, usualy stored in
mulitple physical locations
Manage suppliers and the services they supply, to

provide seamless quality of IT services to the
business, ensuring value for money is obtained.
Definition
Supplier Contract Database
Term
A database or structured document used to

manage supplier contracts through-out their
Lifecycle
Definition
Capacity Management Goals / Objectives Ensure that cost-justifiable IT capacity in all areas
of IT always exists and is matched to the current
and future agreed needs of the business, in
timely manner.
Term
Definition
Types of capacity management (Sub processes)
Term
Business Capacity Management
Service Capacity Management
Component Capacity Management
Definition
The Capacity Plan
Term
Contains information on the current usage of

service and components, and plans for the
development of IT capacity to meet the needs in
the growth of both existing service and any agreed
new services
Definition
IT Service Continuity Management Goal / Objective
Term
Support the overall business continuity

management process
Ensure that the required IT technical and
service facilities can be resumed within
required, and agreed, business timescales
Definition
Business Continuity Management (BCM)

The business process responsible for managing
risks that could seriously affect the business
Term
Definition
Business Continuity Plan (BCP)
Term
Defines the steps required to restore business

processes following a disruption
Definition
Risk
Term
Uncertainty of outcome, whether positive

opportunity or negative threat
Definition
Risk Analysis
Term
Risk identification and risk assessment to identify

potential threats to continuity and the likelihood of
threats becoming reality
Definition
Service Transition Goals / Objectives
Term
Provide guidance on managing the

complexity related to changes to services
and service managment processes
Develop and improve capabilities for

transitioning new and changed services
into operations
Prevent undesired consequences while

allowing for innovation
Control the risks of failure and disruption
Definition
Value of Service Transition to the Business
Term
Align the new or changed service with the

customer's business requirements and
business operations
Definition
Service Transition Processes (ST)
Term
Change Management
Service Asset and Configuration

Management
Definition
Change Management Goal
Term
To ensure that standardization methods

and procedures are used for efficient and
prompt handling of all changes
Respond to the customer's changing

business requirements while maximizing
value and reducing incidents, disruption
and re-work.
Definition
Change Management Scope
Term
Covers changes to base-lined service assets and

configuration items across the whole service
lifecycle
Definition
Service Change
"The addition, modification or removal of

authorized, planned or supported service or
service component and its associated
documentation"
Term
Definition
Change Management Policies
Established to increase the Change success rate
Service
Definition
Mean(s) of delivering value to customers without requiring the
customer to own specific costs and risks.
Cards
Term
Term
Service Management
Term
Definition
A set of specialized capabilities for delivering value to
customers in the form of services.
Definition
ITIL is a framework for?
Term
What is a Good Practice?
IT Service Management
Definition
ITIL refers to a Good Practice as having wide acceptance and
adoption as well as standing the test of time.
Term
Definition
What are the four most common sources from a Good Practice
comes from?
1. Standards
2. Public Framework
3. Academic Research
4. Proprietary Knowledge
Term
The core of ITIL is structured around?
Term
Definition
Service Lifecycle, which consists of five phases.
Definition
What is a Process?
Term
Structured sets of activities designed to achieve a specific

objective.
Definition
What are the four basic characteristics of a process?
1. A Process transform inputs to outputs
2. A Process deliver(s) results to a specific customer or
stakeholder
3. A Process is measurable
4. A Process is triggered by specific events.
Term
Process Control
Definition
Process policies, ownership, documentation, review programs,
etc...
The Process itself
Definition
Includes process steps, procedures, work instructions, roles,
triggers, metrics, inputs and outputs.
Term
Term
Process Enablers
Term
Functions
Term
Roles
Term
Definition
Resources and capabilities required to support the process.
Definition
A self-contained subset(s) of an organization intended to
accomplish specific tasks, which usually take the form of a
team of people and the tools they use.
Definition
Defined as collections of specific responsibilities and
privileges. May be held by individuals or teams.
Definition
Standard ITIL Roles:
1. Service Owner
2. Process Owner
3. Service Manager
4. Product Manager
Term
Service Owner
Definition
Accountable for the overall design, performance, integration,
improvement, and management of a single service.
Process Owner
Definition
Accountable for the overall design, performance, integration,
improvement, and management of a single process.
Term
Term
Service Manager
Definition
Accountable for the development, performance, and
improvement of all services in the environment.
Product Manager
Definition
Accountable for development, performance, and improvement
of a group of related services.
Term
Term
Definition
The four major functions of ITIL Service Management
1. Service Desk
2. Technical Management
3. Application Management
4. IT Operations Management
Term
Service Desk
Term
Definition
Provides a single point of contact between users and the IT
organization.
Definition
Service Desk processes the following:
1. Inbound incidents
2. Service requests
3. Change requests
Term
Definition
The four basic Service Desk configurations:
1. Local
2. Centralized
3. Virtual
4. Follow-the-Sun
Term
Local Service Desk configuration
Term
Centralized Service Desk configuration
Term
Virtual Service Desk configuration:
Term
Follow-the-Sun Service Desk configuration
Definition
Users and support staff are located on the same premise or
campus.
Definition
Multiple user locations are serviced by a single support
location.
Definition
Multiple user locations are serviced by multiple service
location which by utilizing call routing technical appear and
responds to the user as a single entity.
Definition
Identical to a Virtual Service Desk configuration but organized
in such a way as to utilize support staff that are working during
daylight/regular business hours.
Cards
Term
Service
Definition
a means of delivering value to customers by facilitating the
outcomes customers want to achieve without the ownership of
specific costs and risks.
Service Management
Definition
a set of specialised organisational capabilities for providing
value to customers in the form of services.
Term
Term
Resource
Definition
a generic term that includes IT infrastructure, people, money, or
anything else that might help to deliver an IT service. They are
considered to be assets of an organisation.
Term
Capability
Definition
the ability of a service organisation, person, process,
application, Configuration Item, or IT service to carry out an
activity. These are intangible assets of an organisation.
Utility
Definition
is the functionality offered by a product or service from the
customer's perspective.
Term
Term
Warranty
Term
Service Package
Term
Process
Term
Function
Term
Role
Term
Service Portfolio
Term
Business Case
Definition
a promise or guarantee that a product or service will meet its
agreed requirements. This may be a formal agreement such as a
Service Level Agreement or contract, or it may be a marketing
message or brand image.
Definition
a detailed description of an IT service that is available to be
delivered to customers. This includes one or more core services
and supporting services, as well as a Service Level Package.
Definition
a set of coordinated activities combining and implementing
resources and capabilities in order to produce an outcome,
which, directly or indirectly, creates value for an external
customer or stakeholder.
Definition
an organisational unit specialised to perform certain types of
work and is responsible for specific outcomes. It is selfcontained with capabilities and resources necessary for its
performance and outcomes.
Definition
a set of responsibilities, activities and authorities granted to a
person or team. This is defined in a process.
Definition
the complete set of services that are managed by a service
provider
Definition
a justification for a significant item of expenditure. It includes
information about costs, benefits, options, issues, risks and

possible problems
Term
Risk
Definition
a possible Event that could cause harm or loss, or affect the
ability to achieve objectives.
Pattern of Business Activity
Definition
a workload profile of one or more business activities. Used to
help the IT Service Provider understand and plan for different
levels of business activity.
Term
Term
Service Design Package
Term
Architecture
Term
Definition
the structure of a system or an IT service, including
relationships of components to each other and to the
environment they are in. Also includes the standards and
guidelines which guide the design and evolution of the system.
System
Definition
a collection of components organised to acomplish a specific
function or set of functions.
Service Catalogue
Definition
a database or structured document with information about all
live IT services, including those available for deployment.
Term
Term
SLA
Term
Service Provider
Term
Definition
a document defining all aspects of an IT service and its
requirements through each stage of its lifecycle.
Definition
an agreement between an IT Service Provider and the IT
customer(s). Describes the IT service, service level targets and
the responsibilities of the IT Service Provider and the customer.
May cover single or multiple customers.
Definition
an organisation supplying services to one or more internal
customers or external customers.
Definition
OLA
Term
Underpinning Contract
Term
an underpinning agreement between an IT Service Provider and

another part of the same organisation that assists with the
provision of services. Defines the goods and services to be
provided and the responsibilities of both parties.
Definition
a legally binding agreement between an IT Service Provider
and a third party, called the supplier. Defines targets and
responsibilities that are required to meet agreed Service Level
Targets in an SLA.
Supplier
Definition
A third party responsible for supplying goods or services that
are required to deliver IT services.
Availability
Definition
the ability of a service, component or CI to perform its agreed
function when required.
Configuration Item
Definition
any component that needs to be managed in order to deliver an
IT service.
Term
Term
Term
Service Knowledge Management System
Term
Configuration Management System
Term
Definition
a set of tools and databases that are used to manage knowledge
and information. This stores, manages, updates, and presents all
information that an IT Service Provider needs to manage the
full lifecycle of IT services.
Definition
a set of tools and databases that are used to manage an IT
Service Provider's configuration data.
Change
Definition
the addition, modification, or removal of anything that could
have an effect on IT services. The scope should include
processes, documentation, etc.
Release Unit
Definition
a collection of components of an IT service that are normally
released together according to an organisation's release policy.
Term
Term
Definitive Media Library
Term
Definition
one or more locations in which the definitive and approved
versions of all software CIs are securely stored. May also
contain licences and documentation.
Event
Definition
a change of state which has significance for the management of
the IT infrastructure or the delivery of an IT service
Alert
Definition
a warning that a threshold has been reached, something has
changes, or a failure has occurred
Incident
Definition
an unplanned interruption to an IT service or reduction in the
quality of an IT service.
Workaround
Definition
a means to reducing or eliminating the impact of an Incident or
Prolem for which a full resolution is not yet available
Incident Model
Definition
a way of predefining the steps that should be taken to handle a
process for dealing with a particular type of Incident in an
agreed way
Service Request
Definition
a request from a user for information, or advice, or for a
Standard Change or for access to an IT service
Term
Term
Term
Term
Term
Term
Definition
Problem
the unknown cause of one or more Incidents
Known Error
Definition
a Problem that has a documented root cause and a Workaround
Term
Term
Resolution
Definition
an action taken to repair the root cause of an Incident or
Problem, or to implement a Workaround
Term
Access
Definition
the level and extent of a service's functionality or data that a
user is entitled to use
Identity
Definition
a unique name that is used to identify a user, person, or role.
Used to grant rights to that user, person, or role
Term
Term
Rights/Privileges
Term
IT Governance
Definition
entitlements, or permissions, granted to a user or role
Definition
the responsibility of the Board of Directors and executive
management. It is an integral part of enterprise governance and
consisits of the leadership and organisational structures and
processes that ensure that the organisation's IT sustains and
extends the organisation's strategy and objectives
Cards
Term
Service Strategy
Term
Service Strategy
Term
Service Strategy
Term
Service Design
Definition
The achievement of strategic goals or objectives requires the
use of strategic assets
Definition
To transform service management into strategic asset.
Definition
To see the relationships between various services, systems or
processes they manage and the business models, strategies or
objectives they support.
Definition
Design services to satisfy business objectives.
Term
Service Design
Definition
Design services that can be easily and efficiently developed and
enhanced within appropriate timescales and cost.
Service Design
Definition
Design efficient and effective processes for the design,
transition, operation and improvement of high-quality IT
services.
Term
Term
Definition
Service Design
Identify and manage risks
Term
Service Design
Term
Service Design
Term
Service Design
Term
Definition
Design secure and resilient IT infrastructures.
Definition
Design measurement methods and metrics for assessing the
effectiveness and efficiency of the design processes and their
deliverables.
Definition
Produce and maintain IT plans, Processes, policies,
architectures, frameworks and documents for the design of
quality IT solutions, to meet current and future agreed business
needs.
Definition
Service Transition
Term
Set customer expectations on how the performance and use of

the new or changed service can be used to enable bsuiness
change
Service Transition
Definition
Enable the business change project or customer to integrate a
release into their business processes and services
Service Transition
Definition
Reduce variations in the predicted and actual performance of
the transitioned services
Service Transition
Definition
Reduce the known errors and minimize the risks from
transioning the new or changed service into production
Service Transition
Definition
Ensure that the service can be used in accordance with the
requirements and constraints specified witin the service
requirements
Service Operation
Definition
The purpose is to coordinate and carry out the activities and
processes required to deliver and manage services at agreed
levels to business users and customers.
Service Operation
Definition
Also responsible for the ongoing management of technology
that is used to deliver and support services.
Term
Term
Term
Term
Term
Term
Service Operation
Term
Definition
Well-designed and well-implemented processes will be of little
value if the day-to-day operation of those processes is not
properly conducted, controlled and managed. Nor will service
improvements be possible if day-to-day activites to monitor
performance, assess metrics and gather data are not
systematically conducted during ____
Continual Service Improvement
Definition
Review, analyze and make recommendations on improvement
opportunities in each lifecycle phase and analyze Service Level
Achievement results
Definition
Identify and implement individual activities to improve IT
service quality and improve the efficiency and effectiveness of
enabling ITSM processes
Definition
Improve cost effectiveness of delivering IT serviecs without
sacrificing customer
Definition
Ensure applicable quality management methods are used to
support continual improvement activities
Term
Term
Term

ITIL Flash Cards

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ITIL Flash Cards

Uploaded by

Copyright:

Available Formats

Term

What is the service lifecycle?

What is an operational level agreement (OLA)?

The CMS is maintained by service asset and configuration

involve analysis of patterns of business

responsible for managing risks that could

when and where it is needed. This

implement improvements. The performance

take place across multiple stages of the

increase efficiency, effectiveness and cost

Business Relationship Management

Financial Management for IT Services

Service Portfolio Management

Strategy Managament for IT Services

Service Catalogue Management

Information Security Management

Service Level Managament

Service Asset and Configuration Management

Transition Planning and Support

Service Validation and Testing

Position: where the service strategy is expressed in a specific

Plan: where the service strategy is asked as a question.

Pattern: where the service strategy is defined as a consistent set

Products: The products are the tools, services, and technology

Processes: Processes support and manage the services being

Partners: When designing services, vendors, manufacturers, and

Type II - Shared service unit: exists within an organization, but

Type III - External service provider: operates outside

Quality of service Vs Cost of service

established and in wide industry use and it includes proprietary

The process is controlled (owner, objective, documentation,

Technology Metrics - associated with components,

Process Metrics - measure the qualitry performance,

oppoortunities, e.g % o faiked changes

Define what you should measure

Define what you can measure

Gather the data

Process the data

Analkyse the data

Present and use the information

Implement corrective action

Who raised the change?

What is the reason for the change?

What is tbe return required from the change?

what are the risks involved in tne change?

What resources are require to make the change?

Who is responsible for the build, test and

What are the relationships between this and other

assets and prepare for execution.

Resilience ability to remain operational despite

Maintainability ability to maintain in operational

Serviceability ability of service provider to keep

MTTR mean time to repair

MTBF mean time between failure

MTBSI mean time between system incidents

receive standard services.

Service Asset and Configuration Management protect the

future agreed levels. IT

Service Capacity Management

Component Capacity Management

After every change.

The result of the process.

RFCs resulting from known errors.