ITIL4 Foundation Definitions
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ITIL4 Foundation Definitions - Marcador
ITIL4 Foundation Definitions - Detalles
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Preguntas:
97 preguntas
| 🇬🇧 | 🇬🇧 |
| A role performed by an organization in a service relationship to provide services to consumers. | Service Provider |
| UTILITY + WARRANTY = | VALUE (equation) |
| The price customers are willing to pay for the valuable outcome (want to minimise these) | Costs incurred |
| The perceived benefit, usefulness and importance of something, that's over and above what they are paying you for it | Value (definition) |
| A co-operation between a service provider and service consumer. It includes service provision, service consumption and service relationship management. | Service relationship |
| Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. | Service Relationship Management |
| A role performed by an organization in a service relationship to provide services to consumers. | Service Provider |
| A model representing how all the components and activities of an organization work together to facilitate value creation. | Service Value System |
| One of the four dimensions of service management. Defines the activities, workflows, controls and procedures needed to achieve agreed objectives. | Value Streams and Processes |
| A series of steps an organization undertakes to create and deliver products and services to consumers. | Value Stream |
| Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. | Guiding Principles |
| An operating model for service providers that covers all the key activities required to effectively manage products and services. | Service Value Chain |
| The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. | Design and Transition |
| The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. | Obtain and Build |
| The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations. | Deliver and Support |
| This principle concentrates on understanding your customer/stakeholder, who they are and how they perceive value. | Focus on Value |
| A technique whereby the outputs of one part of a system are used as inputs to the same part of the system. | Feedback Loop |
| Product with just enough features to satisfy early customers, and to provide feedback for future product development. | Minimum Viable Product (MVP) |
| This principle allows for full transparency and communication with stakeholders | Collaborate and Promote Visibility |
| A person or group responsible for authorizing a change. | Change Authority |
| A calendar that shows planned and historical changes. | Change Schedule |
| A change that need to be scheduled, assessed and authorised following a pre-determined process | Normal Change |
| A low risk, pre-approved change that is well-understood, fully documented and can be implemented without additional authorisation | Standard Change |
| The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. | Incident Management Practice |
| The practice of planning and managing the full lifecycle of all IT assets until the end of their lifespan | IT Asset Management Practice |
| The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. | Monitoring and Event Management Practice |
| The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. | Problem Management Practice |
| The practice of making new and changed services and features available for use. | Release Management Practise |
| Any component that needs to be managed in order to deliver an IT service. | Configuration Item (CI) |
| The practice of capturing demand for incident resolution and service requests. | Service Desk Practice |
| A documented agreement between a service provider and a customer that identifies required and expected levels of service | Service Level Agreement (SLA) |
| The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. | Service Request Management Practice |
| The practice of moving new or changed hardware, software, documentation, processes, or any other service component to another (live) environment. | Deployment Management Practice |
| A role responsible for maintaining good relationships with one or more customers. | Business Relationship Manager (BRM) |
| The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels. | Relationship Management Practice |
| The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity and availability of information. | Information Security Management Practice |
| A description of a proposed change used to initiate change control | Request for Change (RFC) |