ITIL4
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29 questions
| 🇬🇧 | 🇬🇧 |
| Organization | Person or group with responsibilities, authorities and relationships tp achieve objectives |
| Service offering | Description of one or more service to address needs of target consumer group |
| Service Value Chain | Operatonal model that outlines the activities required to respond to demand and facilitate value creation through products and services |
| Service management | Set of organizational capabilities for enabling value in form of services |
| Focus on Value | All activities conducted by the organization should link back to value for itself, it's customers and other stakeholders |
| Guiding principle | Recommendation that guides an organization in all circumstances |
| Product | Configuration of an organization's resources designed to offer value for a customer |
| Problem | A cause or potential cause of one or more incidents |
| Service | Means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks |
| What is thinking and working holistically | Working in integrated way to deliver value |
| Release | Version of a service or other CI, or collection of CIs, that is made available for use |
| Configuration Item | Any component that needs to be managed in order to deliver an IT service |
| Service value stream | Specific combination of activities and practices designed for a particular scenario |
| Opportunities | Possibilities to add value for stakeholders or improve the organization |
| Practices | Sets of resources for performing work or accomplishing an objective |
| What is CIR | Database or structured document where ideas are tracked and managed |
| Asset | Any financially valuable component that can contribute to the delivery of IT product or service |
| Change | Addition, modification or removal of anything that could have a direct or indirect effect on IT service |
| Change schedule | Used to help plan changes, assist in communication, avoid conflicts and assign resources |
| Process | Set of interrelated or interactive activities that transform inputs into outputs |
| Demand | Desire or need of internal or external consumers for products and services |
| SVS | Framework that facilitates integration/coordination of various org. components/activities and provides strong/unified/value focused direction for the organization |
| Engage activity | Provides understanding of stakeholder needs & promoting transparency/continual engagement/good relations |
| Design/transition activity | Ensures products/services continually meet stakeholders expectations for quality, cost & time to market |
| Obtain/Build | Ensure that service components that meet specifications are available when/where needed |
| Governance | System by which organization is directed and controlled |
| Plan | Understanding vision, current status and improvement direction for all 4 dimensions & all products and services |
| Service Desk | To capture demand of incident resolution and service requests |
| Service Request Management | Support agreed quality of a service by handling all agreed user-initiated service requests in effective and user friendly manner |