ITIL Foundations

beef410's version from 2018-11-02 11:43

General Terms

Question Answer
Management Information SystemMIS - A formal term for using knowledge in decision making, analysis and visualization of information.
5 core componentsService Strategy - Service Design - Service Transition - Service Operations - Continual Service Improvement
Warranty AspectsSecurity, capability, availability and service continuity.
SLAService Level Agreement - An agreement between an IT service provider and customer. Describes the service, documents service-level targets and specifies the responsibilities of the IT service provider.
AvailabilityThe ability of an IT service or Configuration Item to perform the agreed function when required.
RACITool for identifying roles/responsibilities during the change process. Responsible - Accountable (Ownership) - Consulted - Informed. Forms a rubric showing resource responsibilities.
Service TransitionEnsures that agreed services are delivered from Service Design to Service Operations - Deployment
IncidentAny unplanned interruption to a service, a reduction in quality, or the failure of a CI that has not yet impacted a service.
ProblemThe underlying cause of one or more incidents. Cause is not generally known at creation and the Problem Management process is responsible for further investigation.
Known ErrorIs a problem with a documented root-cause and workaround. Their lifecycle is managed through the Problem Management process.
WorkaroundMethod of reducing or eliminating the impact of a problem for which a full resolution is not yet available. Documented in Known Error records, the problem will remain open until fully resolved.
Continual Service ImprovementFocuses on increasing the efficiency, maximizing the effectiveness, and optimizing the cost of services and the underlying ITSM processes.
CSFCritical Success Factor - That which must happen if an IT Service, process, plan or other activity is to succeed.
Demming CyclePlan Do Check Act
4P's of IT ServicePeople, Processes, Products, Partners
Three levels of a multi-level SLACorporate, Customer, Service Provider
ProcessesA structured set of activities designed to accomplish a specific objective. Takes one or more defined inputs and turns them into one or more defined outputs.
TriggerA circumstance that causes a process to begin.
Process OwnerEnsures the process is fit for the purpose its intended to serve. Aids in defining the process.
FunctionsGrouping of roles that are responsible for performing a defined process or activity. Service Desk - Technical Mgmt. - App. Mgmt. - Facilities Mgmt. - IT Ops Control
ValueThe utility and warranty of a service.
UtilityIs the service fit for purpose. Does it support performance or remove constraints?
WarrantyIs the service fit for use. Is it available? Is continuity high? Is capacity sufficient? Is it secure?
ResourcesTangible things/inputs
CapabilitiesIntangible things, skillsets/know-how/processes


Question Answer
DefinitionDefined collections of responsibilities and privileges. May be held by individuals or teams and they can hold more than one role.
Service OwnerAccountable for the overall design, performance, integration, improvement, and management of a single service.
Process OwnerAccountable for the overall design, performance, integration, improvement, and management of a single process.
Service ManagerAccountable for the development, performance, and improvement of all services in the environment.
Product ManagerAccountable for development, performance, and improvement of a group of related services.