Term
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Definition
a means of delivering value to customers without requiring the customer to own specific
costs and risks
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Term
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Definition
set of specialized capabilities for delivering value to customers in the form of
services
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Term
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Definition
a framework for IT Service Management
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Term
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Definition
best practices which have gained wide acceptance and adoption. In short, Good
Practices have withstood the test of time
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Term
| Sources of Good Practices |
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Definition
may come from a number of sources
*
*
*
*
Proprietary knowledge Academic researchStandards Public frameworks
including:
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Term
| 5 Phases of Service Lifecycle |
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Definition
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement |
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Term
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Definition
structured sets of activities
designed to achieve a specific objective
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Term
| 4 Basic Characteristics of Processes |
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Definition
1.They transform inputs into outputs
2.They deliver results to a specific customer or stakeholder
3.They are measurable
4.They are triggered by specific events
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Term
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Definition
process policies, ownership, documentation, review programs, etc.
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Term
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Definition
process steps, procedures, work instructions, roles, triggers, metrics,
inputs, and outputs.
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Term
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Definition
resources and capabilities required to support the process
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Term
| What processes are in the Service Strategy lifecycle phase? |
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Definition
-Service Strategy
-Service Portfolio Management
-Demand Management
-Financial Management
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Term
| What processes are in the Service Design lifecycle phase? |
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Definition
-Service Catalog Management
-Service Level Managemen Availability Management
-Capacity Management
-Service Continuity Management
-IT Security Management
-Supplier Management
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Term
| What processes are in the Service Transition lifecycle phase? |
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Definition
-Change Management
-Service Asset and Configuration Mgmt
-Release and Deployment Mgmt
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-Service Validation and Testing *
Transition Planning and Support *
-Evaluation *
-Knowledge Management *
*Processes not covered as part of the ITIL® v3 Foundation Exam
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Term
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Definition
self-contained subsets of an organization intended to accomplish specific tasks.
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Term
| Contrast between Functions and Processes |
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Definition
functions usually take the form of a team or group of people and the tools they use. Whereas processes help organizations accomplish specific objectives--often across multiple functional groups--functions add
structure and stability to organizations.
Functions generally map fairly directly to the organizational chart of an organization and are supported by budgets and reporting structures. Processes, by contrast, typically do not have budgets and reporting structures. Both functions and processes involve roles.
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Term
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Definition
-defined collections of specific responsibilities and privileges.
-may be held by individuals
or teams.
-Individuals and teams may hold more than one role
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Term
| Examples of standard roles |
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Definition
-Service Owner
-Process Owner
-Product Manager
-Service Manager
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Term
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Definition
Accountable for the overall design, performance, integration, improvement,
and management of a single service
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Term
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Definition
Accountable for the overall design, performance, integration, improvement,
and management of a single process
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Term
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Definition
Accountable for the development, performance, and improvement of all
services in the environment
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Term
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Definition
Accountable for development, performance, and improvement of a group of
related services
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