Itil

Front 1

Good Practices

Back 1

Are sourced from public standards and frameworks and/or from proprietary models.

Front 2

Service

Back 2

Is a means of delivering value to customers by facilitating the outcomes that they want to achieve without the ownership of specific costs and risk.

Front 3

Service Management

Back 3

Is a set of specialized organizational capabilities for providing value to customers in the form of services.

Front 4

Function

Back 4

Is a team or group of people and the tools it uses to perform one or more processes or activities.

Front 5

Roles

Back 5

Is a set of responsibilities defined in a process and assigned to a person or team.

Front 6

Process

Back 6

Is a structured set of activities designed to accomplish a specific objective. The characteristics of these activities are Measurable, Specific Results, Deliver to Customers, and Respond to specific Events.

Front 7

Process Model

Back 7

Facilitates understanding and helps communicate the features of a process.

Front 8

RACI

Back 8

Is an authority matrix used to document the roles and relationships of the stakeholders in a process, where R=Responsible, A=Accountable, C=Consult, and I=Inform.

Front 9

Process Owner

Back 9

Is accountable for the overall quality of the process.

Front 10

Service Owner

Back 10

Is accountable for the delivery of a specific service.

Front 11

Process Manager

Back 11

Is accountable for the Operational Management of the process.

Front 12

Continual Service Improvement (CSI) Objective

Back 12

To review, analyze, and make recommendations on improvement opportunities in each Lifecycle phase to improve IT Service quality, the efficiency and effectiveness of enabling IT Service Management (ITSM) processes and the cost-effective delivery of IT Services.

Front 13

CSI Approach

Back 13

What is the vision, where are we now, where do we want to be, how do we get there, did we get there, and how do we keep the momentum going?

Front 14

CSI Register

Back 14

Repository for recording, prioritizing, assigning and tracking improvement opportunities and actions.

Front 15

Deming Cycle

Back 15

Plan, Do, Check, Act

Front 16

Need to Measure

Back 16

Validate, Define, Justify, and Intervene

Front 17

DIKW

Back 17

The Knowledge Management approach using: Data, Information, Knowledge, and Wisdom

Front 18

Types of Metrics

Back 18

Technology, Service, and process, metrics

Front 19

Seven-step Improvement Process

Back 19

(1) Identify the strategy for improvement (2) Define what you will measure (3) Gather the data (4) Process the data (5) Analyze the information and data (6) Present and use the information (7) and Implement improvement.