The Itil V3 Foundations - Best Flash Cards

Front 1

Service

Back 1

Means of delivering value to customers by facilitating outcomes they desire

Front 2

Service Management

Back 2

Set of specialized organizational capabilities for providing value to customers through the provision of service

Front 3

ITIL

Back 3

Set of best practice guidance for IT service management

Front 4

Function

Back 4

Distinct sub-unit within an organization and the tools they use to carry out processes and activities

Front 5

Role

Back 5

Set of responsibilities and activities granted to a group or individual.

Front 6

Process

Back 6

Structured set of activities designed to accomplish a given objective.

Front 7

Improvement

Back 7

Measurable increase of a desirable metric or decrease of an undersirable metric.

Front 8

Benefit

Back 8

Gains realized as a result of an improvement.

Front 9

Baseline

Back 9

Benchmark against which future work performance is measured

Front 10

Snapshot

Back 10

Current state of a configuration as captured by a discovery tool.

Front 11

Capabilities

Back 11

Intangible assets of the organizations (e.g. people, processes, knowledge).

Front 12

Resources

Back 12

Tangible assets of the organization (e.g. PPE, cash, other assets used to deliver services)

Front 13

Core Services

Back 13

IT services that delivers the outcomes that customers need or desire

Front 14

Supporting Service

Back 14

IT services that enable or support Core Services

Front 15

VOI

Back 15

Value of Investment. Concerns measurement of non-monetary benefits of a decision.

Front 16

Service Provider

Back 16

Organization that supplies services to customers. Three types: internal, external, shared.

Front 17

Process Owner

Back 17

Oversees design, documentation, and performance of a process over time and takes steps to ensure that optimal outcomes are achieved.

Front 18

Service Owner

Back 18

Responsible for the initiation, transition, and ongoing maintenance of a service over its lifecycle.

Front 19

Utility

Back 19

Fitness for purpose.

Front 20

Warranty

Back 20

Fitness for use.

Front 21

Event

Back 21

Notifications created by a service or CI signaling the need for some type of action. Three types: exception, warning, and informative.

Front 22

Alert

Back 22

Triggers the event.

Front 23

Incident

Back 23

Unplanned interruption (or reduction in quality) of IT services.

Front 24

Timescales

Back 24

Timeframes for each stage of an incident, given the provisions of the SLA and immediate priorities.

Front 25

Model

Back 25

Refers to a standard method or template. Used for incidents, problems, requests, changes, releases, deployments and services.

Front 26

Problem

Back 26

Unknown cause of incident

Front 27

Known Error

Back 27

Known root cause of problem for which a workaround has been developed

Front 28

Workaround

Back 28

Temporary fix to an incident or problem, or method that allows customer to no long rely on the failed portion of the infrastructure

Front 29

Service Request

Back 29

Request from a user concerning the need for information, advice, or a standard change.

Front 30

Access

Back 30

The level and extent of a service's functionality to which a user is entitled

Front 31

Identity

Back 31

User information that distinguishes them as an individual.

Front 32

Rights

Back 32

Priveleges granted through access. Include read, write, execute, change and delete.

Front 33

Service Measurement

Back 33

Ability to predict and report service performance against predetermined targets.

Front 34

Service Manager

Back 34

Manages the development, implementation, evaluation and management of new and existing products and services.

Front 35

Service Package

Back 35

Detailed description of a service. Includes Service Level Package (SLP), core services provided, and support services provided.

Front 36

Service Level Package (SLP)

Back 36

Defined level of utility and warranty for a service package.

Front 37

Key Functions

Back 37

Operations Management (includes operations control and facilities management)
Application Management
Technical Management
Service Desk

"OATS"

Front 38

Priority

Back 38

Impact + Urgency

Front 39

Types of Service Providers

Back 39

Internal
Shared
External

"ISE"

Front 40

Delivery Modes

Back 40

Insourcing
Co-Sourcing
Outsourcing
Partnership
Multisourcing
Business Process Outsourcing (BPO)
Application Service Provider (ASP)
Knowledge Process Outsourcing (KPO)

Front 41

Service Strategy Processes

Back 41

Service Strategy (Generate)
Portfolio Management
Demand Management
Financial Management

"Generate PDF"

Front 42

Service Operations Processes

Back 42

Incident Management

Problem Management
Request Fulfillment
Access Management
Event Management


"SO I PRAE"

Front 43

Service Design Processes

Back 43

Availability Management

Supplier Management
Service Level Management
Security Management

Capacity Management
Catalog Management
Continuity Management

"SD = A+3(S+C)"

Front 44

Service Transition Processes

Back 44

Release & Deployment
Service Asset & Configuration
Change Management

"ST Change: SAC ReDe"

Front 45

Types of Metrics

Back 45

Service metrics
Technology metrics
Process metrics

"STP"

Front 46

CSI Model

Back 46

Strategy
Assessment
Target

Process Improvement

Measure
MoMENTum (how to keep it)

"SAT PI MeasureMENT"

Front 47

Why measure?

Back 47

Intervene
Justify
Validate
Direct

"I Just VD"

Front 48

RFC

Back 48

Request for Change

Front 49

Outputs from Change Management

Back 49

Projected Service Outage (PSO)

Change Schedule

"Out (of) Change"

Front 50

Types of Changes

Back 50

Standard
Emergency
Normal

"SEN"

Front 51

Aspects of Service Design

Back 51

Services
Technology
Architecture
Metrics
Processes

"STAMP"

Front 52

Characteristics of Processes

Back 52

Measurable, deliver Specific results to Customers and Respond to specific events.

"MSCR"

Front 53

Service Lifecyle

Back 53

Define (the requirements)
Charter (to approve)
Develop (a design)
Build (offering)
Test (what you've built)
Release (into production)
Operate (in production)
Retire (the service)

Front 54

Process Model

Back 54

Processes use inputs to create outputs. Each process is:

(1) Controlled (owner, objective, documentation)
(2) Enabled (resourced, capabilities)
(3) Initiated (triggering event)

Front 55

ECAB

Back 55

Emergency Change Advisory Board

Front 56

7 Rs to consider when assessing change requests

Back 56

(1) Raised
(2) Reason
(3) Return
(4) Risks
(5) Resources
(6) Responsible
(7) Relationships

Front 57

Release Unit

Back 57

Group of CIs usually released together

Front 58

Release Package

Back 58

Group of Release Units (delta and full) that can be successfully released into the live environment and deployed

Front 59

Release & Deployment Methods (6)

Back 59

(1) Big Bang
(2) Phased
(3) Push
(4) Pull
(5) Automated
(6) Manual

Front 60

Methods to Forecast Demand (2)

Back 60

(1) Observe patterns of business activity
(2) Understand user profiles

Front 61

Main activities of the Service Strategy phase (4)

Back 61

(1) Define the market
(2) Develop the offerings
(3) Develop strategic assets
(4) Prepare for execution

Front 62

4 Ps to consider in Service Design

Back 62

(1) People
(2) Products
(3) Partners
(4) Processes

Front 63

Service Design Package

Back 63

Details aspects of a service through all stages of its lifecycle.It's a "service blueprint."

Front 64

Documents from Service Level Management (5)

Back 64

(1) Service Level Agreement (SLA)
(2) Operational Level Agreement (OLA)
(3) Underpinning Contract (UC)
(4) Service Level Requirements (SLR)
(5) Service Improvement Plan (SIP)

Front 65

3 Types of SLA Structures

Back 65

(1) Service
(2) Customer
(3) Multilevel/Corporate

Front 66

Availability Formula

Back 66

ASL Downtime / ASL * 100

Front 67

V-Model

Back 67

Model that builds in service validation and testing early in the service lifecyle

Front 68

Reliability

Back 68

Ability to remain operational without failure

Front 69

Resilience

Back 69

Ability to remain operational despite failure

Front 70

Maintainability

Back 70

Ability to maintain in operational condition

Front 71

Serviceability

Back 71

Ability of ASP to keep service available

Front 72

MTTR

Back 72

Mean Time To Repair

Front 73

MTBF

Back 73

Mean Time Between Failure

Front 74

MTBSI

Back 74

Mean Time Between System Incidents

Front 75

VBF

Back 75

Vital Business Function

Front 76

DIKW

Back 76

Data, Information, Knowledge, Wisdom

Front 77

CIA

Back 77

Refers to the requirements for the security of information: Confidentiality, Integrity, Authentication

Front 78

3 Levels of Capacity Management

Back 78

(1) Business - level
(2) Service - level
(3) Component - level

"BSC"

Front 79

Solution Procurement Steps (4)

Back 79

(1) Define Requirements
(2) Analyze Requirements
(3) Evaluate Vendors
(4) Select Vendor

Front 80

KEBD

Back 80

Known Error Database

Front 81

CMIS

Back 81

Capacity Management Information System

Front 82

ISMS

Back 82

Information Security Management System

Front 83

SCD

Back 83

Supplier Contract Database

Front 84

SKMS

Back 84

Service Knowledge Management System

Front 85

4 Levels of Service Knowledge Management System (SKMS)

Back 85

(1) Data/Information
(2) Integration of Information
(3) Knowledge Processing
(4) Presentation

Front 86

CMDB

Back 86

Configuration Management Database

Front 87

CMS

Back 87

Configuration Management System

Front 88

DML

Back 88

Definitive Media Library

Front 89

BIA

Back 89

Business Impact Analysis. Refers to understanding the financial costs of service outages.

Front 90

5 Recovery Options

Back 90

(1) Manual
(2) Reciprocal
(3) Gradual
(4) Intermediate
(5) Fast (Immediate)

Front 91

Contents of the Service Portfolio

Back 91

(1) Service Pipeline
(2) Service Catalog
(3) Retired Services

Front 92

Service Catalog

Back 92

Services in the live environment and/or those prepared to be transitioned into the live environment. Includes the Business Service Catalog and the Technical Service Catalog.

Front 93

Objective of Service Strategy (SS)

Back 93

To transform Service Management into a strategic asset by providing guidance on what services to offer and to whom.

Front 94

Objective of Service Design (SD)

Back 94

To design and develop services and processes in support of new and/or improved services.

improvements necessary to maintain value to customers

Front 95

Objective of Service Transition (ST)

Back 95

To plan and implement the deployment of all releases to create a new and/or improve an existing service. In essence, the objective is to realize the plans set forth in Service Design and release into operations.

Front 96

Objective of Service Operations (SO)

Back 96

To coordinate and manage day-to-day activities and processes that ensure delivery of agreed-upon levels of service (i.e. the level at which the plans, designs and optimizations are realized by the business).

Front 97

Objective of Continual Service Improvement (CSI)

Back 97

To align IT services to changing business needs by identifying and implementing improvements to (a) processes, (b) services, (c) activities, and (d) functions.

Front 98

Objective of Incident Management (SO)

Back 98

To restore service as quickly as possible (within agreed service levels) and minimize impact to the business.

Front 99

Objective of Event Management (SO)

Back 99

To detect and understand events and determine appropriate controls.

Front 100

Objective of Request Management (SO)

Back 100

To provide a channel through which users may request/receive standard services.

Front 101

Objective of Problem Management (SO)

Back 101

To prevent problems (and resulting incidents) and minimize the impact of those problems (and resulting incidents) that cannot be prevented.

Front 102

Objective of Access Management (SO)

Back 102

To grant authorized users the right to use a service, while preventing access to those NOT authorized to use the service.