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ITIL 2011 Foundation Terms
Terms and Definitions
112
Management
Professional
04/29/2012
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Term
What is the service lifecycle?
 Definition
An approach to IT service management that emphasises the importance of coordination and control across the various functions, processes, and systems necessary to manage the full lifecycle of IT services. The service lifecycle approch considers the strategy, design, transition, operation and continual improvement of IT services. Also known as the service management lifecycle.
Term
What is a service?
 Definition
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Term
What is an IT service?
 Definition
A service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services.
Term
What is an outcome?
 Definition
The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results. See also objective.
Term
What is service management?
 Definition
A set of specialized organizational capabilities for providing value to customers in the form of services.
Term
What is IT service management (ITSM)?
 Definition
The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
Term
What is a process?
 Definition
A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.
Term
What is a function?
 Definition
A team or group of people and the tools or other resources they use to carry out one or more processes or activities – for example, the service desk.
Term
What is meant by the term utility?
 Definition
The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’, and can be used to determine whether a service is able to meet its required outcomes, or is ‘fit for purpose’. The business value of an IT service is created by the combination of utility and warranty.
Term
What is meant by the term warranty?
 Definition
Assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or contract, or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit for use’. The business value of an IT service is created by the combination of utility and warranty. See also service validation and testing.
Term
What are assets?
 Definition
Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of a service. Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure or financial capital.
Term
What is a resource?
 Definition
A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service. Resources are considered to be assets of an organization.
Term
What is meant by the term capability?
 Definition
The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity. Capabilities are intangible assets of an organization.
Term
What is a Pattern of Business Activity (PBA)?
 Definition
A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity.
Term
What is a service portfolio?
 Definition
The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services.
Term
What is meant by the term governance?
 Definition
Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.
Term
What is a business case in the context of ITIL?
 Definition
Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems.
Term
What is risk management?
 Definition
The process responsible for identifying, assessing and controlling risks. Risk management is also sometimes used to refer to the second part of the overall process after risks have been identified and assessed, as in ‘risk assessment and management’.
Term
Who or what is a service provider?
 Definition
An organization supplying services to one or more internal customers or external customers. Service provider is often used as an abbreviation for IT service provider.
Term
Who or what is an IT service provider?
 Definition
A service provider who provides IT services to an internal or external customer
Term
What is a service design package (SDP)
 Definition
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service,
Term
What is a service level agreement (SLA)?
 Definition
An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers.
Term
What is an operational level agreement (OLA)?
 Definition
An agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties.
Term
What is an underpinning contract (UC)?
 Definition
A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements. unit cost (ITIL Service Strategy) The cost to
Term
What is a service improvement plan (SIP)?
 Definition
A formal plan to implement improvements to a process or IT service.
Term
What is the service catalogue?
 Definition
A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. See also customer agreement portfolio; service catalogue management.
Term
What do you understand by the term availability?
 Definition
Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime. It is best practice to calculate availability of an IT service using measurements of the business output.
Term
In ITIL, what is an application?
 Definition
Software that provides functions which are required by an IT service. Each application may be part of more than one IT service. An application runs on one or more servers or clients.
Term
What is a configuration management system (CMS)?
 Definition
A set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analysing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes.
Term
What is a definitive media library (DML)?
 Definition
One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The definitive media library may also contain associated configuration items such as licences and documentation. It is a single logical storage area even if there are multiple locations. The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system.
Term
What is a service knowledge management system (SKMS)?
 Definition
A set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analysing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services.
Term
What is the definition of an incident in service operation
 Definition
An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.
Term
What is the definition of impact in service operation?
 Definition
A measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority.
Term
What is the definition of urgency in service operation?
 Definition
A measure of how long it will be until an incident, problem or change has a significant impact on the business. For example, a high-impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign priority.
Term
What is the definition of priority in service operation?
 Definition
A category used to identify the relative importance of an incident, problem or change. Priority is based on impact and urgency, and is used to identify required times for actions to be taken. For example, the service level agreement may state that Priority 2 incidents must be resolved within 12 hours.
Term
What is the definition of a problem in service operation
 Definition
A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.
Term
What is the definition of a known error (KE) in service operation?
 Definition
A problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or suppliers.
Term
What is the definition of a workaround in service operation?
 Definition
Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available – for example, by restarting a failed configuration item. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record.
Term
What is the known error database (KEDB) in service operation?
 Definition
A database containing all known error records. This database is created by problem management and used by incident and problem management. The known error database may be part of the configuration management system, or may be stored elsewhere in the service knowledge management system.
Term
What is an event in service operation?
 Definition
A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.
Term
What is an alert in service operation
 Definition
A notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process
Term
What is a service request?
 Definition
A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.
Term
What is a metric?
 Definition
Something that is measured and reported to help manage a process, IT service or activity. See also key performance indicator.
Term
What is meant by the term critcal success factor (CSF)?
 Definition
Something that must happen if an IT service, process, plan, project or other activity is to succeed. Key performance indicators are used to measure the achievement of each critical success factor. For example, a critical success factor of ‘protect IT services when making changes’ could be measured by key performance indicators such as ‘percentage reduction of unsuccessful changes’, ‘percentage reduction in changes causing incidents’ etc.
Term
What is a key performance indicator (KPI)?
 Definition
A metric that is used to help manage an IT service, process, plan, project or other activity. Key performance indicators are used to measure the achievement of critical success factors. Many metrics may be measured, but only the most important of these are defined as key performance indicators and used to actively manage and report on the process, IT service or activity. They should be selected to ensure that efficiency, effectiveness and cost effectiveness are all managed.
Term
Process - Access Management
 Definition
The process
responsible for allowing users to make use of
IT services, data or other assets. Access
management helps to protect the
confidentiality, integrity and availability of
assets by ensuring that only authorized users
are able to access or modify them. Access
management implements the policies of
information security management and is
sometimes referred to as rights management
or identity management.
Term
Process - Availability Management
 Definition
The process
responsible for ensuring that IT services
meet the current and future availability needs
of the business in a cost-effective and timely
manner. Availability management defines,
analyses, plans, measures and improves all
aspects of the availability of IT services, and
ensures that all IT infrastructures, processes,
tools, roles etc. are appropriate for the
agreed service level targets for availability
Term
Process - Business relationship management
 Definition
The process
responsible for maintaining a positive
relationship with customers. Business
relationship management identifies customer
needs and ensures that the service provider
is able to meet these needs with an
appropriate catalogue of services. This
process has strong links with service level
management.
Term
Process - Capacity management
 Definition
The process responsible for
ensuring that the capacity of IT services and
the IT infrastructure is able to meet agreed
capacity- and performance-related
requirements in a cost-effective and timely
manner. Capacity management considers all
resources required to deliver an IT service,
and is concerned with meeting both the
current and future capacity and performance
needs of the business. Capacity
management includes three sub-processes:
business capacity management, service
capacity management, and component
capacity management.
Term
Process - Change management
 Definition
The process
responsible for controlling the lifecycle of all
changes, enabling beneficial changes to be
made with minimum disruption to IT services.
Term
Process - Design coordination
 Definition
The process
responsible for coordinating all service
design activities, processes and resources.
Design coordination ensures the consistent
and effective design of new or changed IT
services, service management information
systems, architectures, technology,
processes, information and metrics.
Term
Process - Demand management (x)
 Definition
The process responsible for understanding,
anticipating and influencing customer
demand for services. Demand management
works with capacity management to ensure
that the service provider has sufficient
capacity to meet the required demand. At a
strategic level, demand management can
involve analysis of patterns of business
activity and user profiles, while at a tactical
level, it can involve the use of differential
charging to encourage customers to use IT
services at less busy times, or require shortterm
activities to respond to unexpected
demand or the failure of a configuration item.
Term
Process - Change evaluation (x)
 Definition
The process
responsible for formal assessment of a new
or changed IT service to ensure that risks
have been managed and to help determine
whether to authorize the change.
Term
Process - Event management
 Definition
The process
responsible for managing events throughout
their lifecycle. Event management is one of
the main activities of IT operations.
Term
Process - Financial management for IT services
 Definition
The function and
processes responsible for managing an IT
service provider’s budgeting, accounting and
charging requirements. Financial
management for IT services secures an
appropriate level of funding to design,
develop and deliver services that meet the
strategy of the organization in a cost-effective
manner.
Term
Process - Incident management
 Definition
The process
responsible for managing the lifecycle of all
incidents. Incident management ensures that
normal service operation is restored as
quickly as possible and the business impact
is minimized.
Term
Process - Information security management
 Definition
The framework of
policy, processes, functions, standards,
guidelines and tools that ensures an
organization can achieve its information
security management objectives.
Term
Process - IT service continuity management
 Definition
The process
responsible for managing risks that could
seriously affect IT services. IT service
continuity management ensures that the IT
service provider can always provide minimum
agreed service levels, by reducing the risk to
an acceptable level and planning for the
recovery of IT services. IT service continuity
management supports business continuity
management.
Term
Process - Knowledge management
 Definition
The process
responsible for sharing perspectives, ideas,
experience and information, and for ensuring
that these are available in the right place and
at the right time. The knowledge
management process enables informed
decisions, and improves efficiency by
reducing the need to rediscover knowledge.
See also Data-to-Information-to-Knowledgeto-
Wisdom; service knowledge management
system.
Term
Process - Problem management
 Definition
The process
responsible for managing the lifecycle of all
problems. Problem management proactively
prevents incidents from happening and
minimizes the impact of incidents that cannot
be prevented.
Term
Process - Release and deployment management
 Definition
The process
responsible for planning, scheduling and
controlling the build, test and deployment of
releases, and for delivering new functionality
required by the business while protecting the
integrity of existing services.
Term
Process - Request fulfillment
 Definition
The process
responsible for managing the lifecycle of all
service requests.
Term
Process - Service asset and configuration management
 Definition
The process
responsible for ensuring that the assets
required to deliver services are properly
controlled, and that accurate and reliable
information about those assets is available
when and where it is needed. This
information includes details of how the assets
have been configured and the relationships
between assets.
Term
Process - Service catalogue management
 Definition
The process
responsible for providing and maintaining the
service catalogue and for ensuring that it is
available to those who are authorized to
access it.
Term
Process - Service level management
 Definition
The process
responsible for negotiating achievable
service level agreements and ensuring that
these are met. It is responsible for ensuring
that all IT service management processes,
operational level agreements and
underpinning contracts are appropriate for
the agreed service level targets. Service level
management monitors and reports on service
levels, holds regular service reviews with
customers, and identifies required
improvements.
Term
Process - Service portfolio management
 Definition
The process
responsible for managing the service
portfolio. Service portfolio management
ensures that the service provider has the
right mix of services to meet required
business outcomes at an appropriate level of
investment. Service portfolio management
considers services in terms of the business
value that they provide.
Term
Process - Service validation and testing (x)
 Definition
The process
responsible for validation and testing of a
new or changed IT service. Service validation
and testing ensures that the IT service
matches its design specification and will meet
the needs of the business.
Term
Process - Seven step improvement process
 Definition
The
process responsible for defining and
managing the steps needed to identify,
define, gather, process, analyse, present and
implement improvements. The performance
of the IT service provider is continually
measured by this process and improvements
are made to processes, IT services and IT
infrastructure in order to increase efficiency,
effectiveness and cost effectiveness.
Opportunities for improvement are recorded
and managed in the CSI register.
Term
Process - Strategy management for IT services (x)
 Definition
The process
responsible for defining and maintaining an
organization’s perspective, position, plans
and patterns with regard to its services and
the management of those services. Once the
strategy has been defined, strategy
management for IT services is also
responsible for ensuring that it achieves its
intended business outcomes
Term
Process - Supplier management
 Definition
The process
responsible for obtaining value for money
from suppliers, ensuring that all contracts and
agreements with suppliers support the needs
of the business, and that all suppliers meet
their contractual commitments. See also
supplier and contract management
information system.
Term
Process - Transition planning and support
 Definition
The process
responsible for planning all service transition
processes and coordinating the resources
that they require.
Term
Function - Application management
 Definition
The function
responsible for managing applications
throughout their lifecycle.
Term
Function - IT Operations management
 Definition
The function within
an IT service provider that performs the daily
activities needed to manage IT services and
the supporting IT infrastructure. IT operations
management includes IT operations control
and facilities management.
Term
Function - Service desk
 Definition
The single point of
contact between the service provider and the
users. A typical service desk manages
incidents and service requests, and also
handles communication with the users
Term
Function - Technical management
 Definition
The function
responsible for providing technical skills in
support of IT services and management of
the IT infrastructure. Technical management
defines the roles of support groups, as well
as the tools, processes and procedures
required.
Term
Life cycle stage - Service Operation
 Definition
A stage in the
lifecycle of a service. Service operation
coordinates and carries out the activities and
processes required to deliver and manage
services at agreed levels to business users
and customers. Service operation also
manages the technology that is used to
deliver and support services. Service
operation includes the following processes:
event management, incident management,
request fulfilment, problem management, and
access management. Service operation also
includes the following functions: service desk,
technical management, IT operations
management, and application management.
Although these processes and functions are
associated with service operation, most
processes and functions have activities that
take place across multiple stages of the
service lifecycle.
Term
Life cycle stage - Service Strategy
 Definition
A stage in the
lifecycle of a service. Service strategy defines
the perspective, position, plans and patterns
that a service provider needs to execute to
meet an organization’s business outcomes.
Service strategy includes the following
processes: strategy management for IT
services, service portfolio management,
financial management for IT services,
demand management, and business
relationship management. Although these
processes are associated with service
strategy, most processes have activities that
take place across multiple stages of the
service lifecycle.
Term
Life cycle stage - Service Transition
 Definition
A stage in the
lifecycle of a service. Service transition
ensures that new, modified or retired services
meet the expectations of the business as
documented in the service strategy and
service design stages of the lifecycle. Service
transition includes the following processes:
transition planning and support, change
management, service asset and configuration
management, release and deployment
management, service validation and testing,
change evaluation, and knowledge
management. Although these processes are
associated with service transition, most
processes have activities that take place
across multiple stages of the service
lifecycle.
Term
Life cycle stage - Service Design
 Definition
A stage in the lifecycle
of a service. Service design includes the
design of the services, governing practices,
processes and policies required to realize the
service provider’s strategy and to facilitate
the introduction of services into supported
environments. Service design includes the
following processes: design coordination,
service catalogue management, service level
management, availability management,
capacity management, IT service continuity
management, information security
management, and supplier management.
Although these processes are associated
with service design, most processes have
activities that take place across multiple
stages of the service lifecycle
Term
Life cycle stage - Continual Service Improvement
 Definition
A
stage in the lifecycle of a service. Continual
service improvement ensures that services
are aligned with changing business needs by
identifying and implementing improvements
to IT services that support business
processes. The performance of the IT service
provider is continually measured and
improvements are made to processes, IT
services and IT infrastructure in order to
increase efficiency, effectiveness and cost
effectiveness. Continual service improvement
includes the seven-step improvement
process. Although this process is associated
with continual service improvement, most
processes have activities that take place
across multiple stages of the service
lifecycle.
Term
Process Owner
 Definition
A Role responsible for ensuring that a Process is Fit for Purpose. The Process Owner's responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its Metrics.
Term
Service Owner
 Definition
A Role which is accountable for the delivery of a specific IT Service.
Term
Processes in Service Strategy
 Definition
  • Business Relationship Management
  • Demand Management
  • Financial Management for IT Services
  • Service Portfolio Management
  • Strategy Managament for IT Services
Term
Processes in Service Design (ISSAC IS Dead)
 Definition
  • IT Service Continuity Management
  • Supplier Management
  • Service Catalogue Management
  • Availability Management
  • Capacity Management

 

  • Information Security Management
  • Service Level Managament

 

  • Design Coordination
Term
Processes in Service Transtion (RoaSTS CoCK)
 Definition
  • Release and Deployment Management
  • Service Asset and Configuration Management
  • Transition Planning and Support
  • Service Validation and Testing
  • Change Evaluation
  • Change Management
  • Knowledge Management
Term
Processes in Service Operation (A PIER)
 Definition
  • Access Management

 

  • Problem Management
  • Incident Management
  • Event Management
  • Request Fulfillment
Term
Processes in Continual Service Improvement
 Definition
  • Seven Step Improvement Process
Term
4 Ps of Service Strategy
 Definition

Perspective: where the service strategy is articulated as a mission statement or vision statement.

 

Position: where the service strategy is expressed in a specific way that allows comparison between competitors.

 

Plan: where the service strategy is asked as a question.

 

 Pattern: where the service strategy is defined as a consistent set of activities to be performed in a defined period of time.
Term
4 Ps of Service Design
 Definition

People: People are in charge of providing IT services. These professionals should have the skills and competencies required for providing services.

 

Products: The products are the tools, services, and technology used in the delivery of, and support of, the services.

 

Processes: Processes support and manage the services being offered so that the services meet customer expectations and agreed service levels. All processes must be measureable.

 

Partners: When designing services, vendors, manufacturers, and suppliers should be considered as they will be utilized to support the service once it is live.
Term
What are the 3 IT Service Provider Types?
 Definition

Type I - Internal service provider: exists within an organization and provides service solely for a unique business unit

 

Type II -  Shared service unit: exists within an organization, but provides service for more then one business unit

 

Type III - External service provider: operates outside organization
Term
4 balances of Service Operation
 Definition

Internal IT view Vs external business view

 

Stability Vs Responsiveness

 

Quality of service Vs Cost of service

 

Reactive Vs Proactive
Term
Which are the progressive phases on the service lifecycle?
 Definition
  • Service Design
  • Service Transition
  • Service Operation
Term
What is meant by the term serviceability?
 Definition
The ability of a Third Party Supplier to meet the terms of their Contract. This Contract will include agreed levels of Reliability, Maintainability or Availability for a Configuration Item.
Term
What are tension metrics?
 Definition
A set of related Metrics, in which improvements to one Metric have a negative effect on another. Tension Metrics are designed to ensure that an appropriate balance is achieved.
Term

Good practice VS Best practice

 Definition

A good practice is standards and frameworks that are established and in wide industry use and it includes proprietary knowledge.
Term
What is a Service Model?
 Definition
A graphical representation of a business opportunity to create value.
Term
Process Model
 Definition

A process (activities, metrics, roles, procedures, instructions, improvements) that uses inputs to create outputs (outcome and review).

 

The process is controlled (owner, objective, documentation, feedback) and enabled (resources and capabilities) and is initiated by a trigger.
Term
Steps in the Service Lifecylce are?
 Definition

Requirements, defined, analyzed, approved, chartered, designed, developed, built, test, release, operational and retired.
Term
What are the characteristics of a process?
 Definition

MSCR – Measureable, deliver Specific results to Customers and Respond to a specific event (trigger)
Term
What are the 5 aspects of Service Design?
 Definition

STAMP: Services, Technologies, Architectures, Metrics and Processes
Term
What are the 3 types of metrics (STP)?
 Definition
  • Service Metrics - Used to measure and report end to end service, e.g. % availability of a web service
  • Technology Metrics - associated with components, used internall to understand capability of the technology on which the service depends, e.g. MTBF
  • Process Metrics - measure the qualitry performance, value and compliance of a service management process as a way of identifying improvement oppoortunities, e.g % o faiked changes
Term
What are the steps in the CSI Model?
 Definition
  1. Define what you should measure
  2. Define what you can measure
  3. Gather the data
  4. Process the data
  5. Analkyse the data
  6. Present and use the information
  7. Implement corrective action

 
Term
What are the 7 Rs of Change Management?
 Definition

What we need to consider when assessing a change:

 

  • Who raised the change?
  • What is the reason for the change?
  • What is tbe return required from the change?
  • what are the risks involved in tne change?
  • What resources are require to make the change?
  • Who is responsible for the build, test and imokementation of the change?
  • What are the relationships between this and other changes?
Term

What are the main activities of Service Strategy?

 Definition

Define the market, develop the offerings, develop strategic assets and prepare for execution.
Term
What is the V Model?
 Definition

Service validation model that builds in service validation and testing early in the service lifecycle.
Term

What are the areas of focus to improve availability?:

 Definition
  • Reliability – ability to remain operational without failure
  • Resilience – ability to remain operational despite failure
  • Maintainability – ability to maintain in operational condition
  • Serviceability – ability of service provider to keep service available
  • MTTR – mean time to repair
  • MTBF – mean time between failure
  • MTBSI – mean time between system incidents
Term
What are the 3 levels of Capacity Management?
 Definition

BCM – Business Capacity Management

SCM – Service Capacity Management

CCM – Component Capacity Management
Term
What are the process objectives of Service Operations?
 Definition

Incident Management – To restore service as quickly as possible within agreed service levels and minimize

the impact to the business.

Event Management – detect and make sense of events and determine appropriate controls.

Request Fulfillment – provide a channel for users to request and receive standard services.

Problem Management – to prevent problems and resulting incidents from happening and to eliminate

recurring incidents and minimize impact of those that cannot be prevented.

Access Management – granting authorized users the right to use a service and prevent access by nonauthorized users.
Term
What are the process objectives of Service Transition?
 Definition

Release and Deployment Management – to create clear, comprehensive release and deployment plans to build, test and deploy change projects into the environment.

 

Change Management

– Respond to the changing business requirements while maximizing value and

reducing incidents, disruption and re-work.

 

Service Asset and Configuration Management – protect the integrity of service assets and configuration

items through the service lifecycle.
Term
What are the process objectives of Service Design (ISSAC IS Dead)?
 Definition

Information Security Management – provide a focus for all aspects of IT security and manage all IT security activities. To protect the interests of these relying on information.

Service Catalog Management – Create and manage an accurate service catalog.

Service Level Management – negotiate, agree and document service levels and ensure that all operational services and their performance are measured in a consist way.

Availability Management – ensure that the levels of service availability are delivered in all services to match or exceed the current and future agreed needs of the business.

Capacity Management – ensure a cost justifiable IT capacity always exists in all areas of IT and is matched to current and future agreed levels. IT

Service Continuity – ensure that the required IT technical and service facilities can be resumed within required and agreed timescales in the event of a major disruption.

Supplier Management – manage supplier relationship and performance.

Design Coordination - ensure the goals and objectives of the design stage are met
Term
What are the process objectives of Service Strategy (FirSt DiBS)?
 Definition

Financial Management – operational visibility into the financial aspects of IT services to enhance decision
making, operational control and ensure value capture and creation.

 

Service Portfolio Management – Decide what services to offer, understanding why customers should buy them from us and provide direction to service design.


Demand Management – understand customer requirements for services and how they vary over the
business cycle and ensure the provision of the service at the appropriate level.
Business Relationship Management - to establish a relationship between the service provider and customer around understanding and meeting business requirements.

Strategy Management for IT Services - to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers
Term
What are the three sub-processes of Capacity Management?
 Definition
  • Business Capacity Management
  • Service Capacity Management
  • Component Capacity Management
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