Term
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Definition
| the single point of contact between the service provider and it's users, managing incidents, service requests, and communication with the users |
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Term
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Definition
| the complete set of services managed by the service provider, including the service pipeline, service catalog, and retired services categories |
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Term
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Definition
| the process responsible for restoring normal service operation as quickly as possible |
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Term
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Definition
| the function that includes IT operations control and facilities managment |
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Term
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Definition
| a person who consumes or uses a service on a day to day basis |
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Term
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Definition
| any resource or capability of a service provider |
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Term
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Definition
| the role accountable for one or more services throughout their lifecycle |
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Term
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Definition
| someone who buys goods or services |
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Term
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Definition
| the process responsible for negotiating service level agreements with customers |
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Term
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Definition
| the process responsible for authorizing changes to CIs (Configuration Items) |
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Term
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Definition
| the process responsible for ensuring services meet or exceed current and future availability needs of the business in a cost effective way |
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Term
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Definition
| a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks |
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Term
| service catalog managment |
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Definition
| the process responsible for providing and maintaining a database or structured document with information about all live IT services, including those available for deployment |
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Term
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Definition
| the functionality offered by a product or service to meet a particular need. (fit for purpose) |
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Term
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Definition
| the process responsible for preventing incidents from happening and minimizing the impact of incidents that cannot be prevented |
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Term
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Definition
| the function responsible for providing expertise and skills to support the management of services and infrastructure |
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Term
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Definition
| the role accountable for a process, including responsibilities for process sponsorship, design ,and improvement |
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Term
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Definition
| the function responsible for managing applications throughout their lifecycle |
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Term
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Definition
| the process that negotiates contracts with external service proviers |
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Term
| configuration management system (CMS) |
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Definition
| a service management tool that is part of the SKMS (Service knowledge management system) and maintains one or more CMDBs (configuration management databases) |
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Term
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Definition
| assurance that a product or service will meet agreed requirements including availability, capacity, continuity and security (fit for use) |
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Term
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Definition
| the process responsible for protecting the confidentiality, integrity, and availability of asset s by ensuring that only authorized users are able to access or modify them |
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Term
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Definition
| a set of specialized organizational capabilities for providing value to customers in form form of goods and services |
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Term
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Definition
| the stage in the life cycle responsible for ensuring new or changed services meet the expectations of the business prior to implementation |
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Term
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Definition
| actions taken to recover after a failed change or release |
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Term
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Definition
| the stages in the service lifecycle that develops services, governing practices, processes, and policies required to realize the service provider's strategy and facilitate the introduction of services into supported environments. |
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Term
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Definition
| the process responsible for sharing perspective, ideas, experiences, and information and ensuring that these are available in the right place and at the right time |
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Term
| operational level agreement (OLA) |
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Definition
| an agreement between and IT service provider and another part of the same organization |
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Term
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Definition
| the stage of the service lifecycle responsible for delivering and managing services at their agreed-upon levels |
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Term
| release and deployment management |
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Definition
| the process responsible for planning, scheduling, building, testing, and deploying new functionality required by the business while protecting the integrity of the existing services |
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Term
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Definition
| an agreement between an IT service provider and a third party |
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Term
| business relationship management |
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Definition
| the process responsible for maintaining a positive relationship with customers |
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Term
| financial management for IT services |
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Definition
| the process responsible for managing an organization's accounting, budgeting, and charging requirements |
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Term
| transition planning and support |
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Definition
| the process responsible for planning all service transition processes and the resources they require |
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Term
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Definition
| the process responsible for detecting changes of state that are significant to the delivery of services and managing these occurrences throughout their lifecycle |
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Term
| information security management |
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Definition
| the process responsible for ensuring that the confidentiality, integrity and availability of an organizations's assets, information, data, and IT services match the agreed needs of the business |
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Term
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Definition
| the stage in the service lifecycle that defines the perspective, position, plans, and patterns of a service provider to meet an organization's business outcomes |
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Term
| IT service continuity management |
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Definition
| the process responsible for managing risks that could seriously affect IT services by taking steps to reduce risks to acceptable levels and planning for the recovery of services |
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Term
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Definition
| justification for a significant item of expenditure |
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Term
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Definition
| the process that contains three sub-processes; business ___________ management, service __________ management, and component ____________ management. |
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Term
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Definition
| the process responsible for managing the lifecycle of all service requests |
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Term
| service asset and configuration management |
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Definition
| the process responsible for producing reliable information related to how assets are configured and the relationships between them. |
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Term
| continual service improvement (CSI) |
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Definition
| the lifecycle stage that ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services |
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Term
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Definition
| an agreement between and IT service provider an it's customer |
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Term
| List the 5 core STAGES of the SERVICE LIFECYCLE |
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Definition
| Service Strategy, Service Design, Service Transition, Service Operation, CSI (Continual Service Improvement) |
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Term
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Definition
| a structured set of activities designed to accomplish a specific objective. Inputs -> outputs. |
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Term
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Definition
| a team or a group of people and the tools or resources they use to carry out one or more processes or activities |
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Term
| Name the PROCESSES in the Strategy Stage (3) |
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Definition
| service portfolio management, business relationship management, financial management for IT services (there are two more NOT included in Foundations test) |
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Term
| Name the PROCESSES in the Design Stage (8) |
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Definition
| Design coordination, service catalog management, service level management, supplier management, availability management, capacity management, IT Services continuity management, information security management |
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Term
| Name the PROCESSES in the Transition Stage (5) |
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Definition
| Transition planning and support, service asset and configuration management, change management, release and deployment management, knowledge management (there are two more that are NOT included on the Foundations test) |
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Term
| Name the PROCESSES that are in the Operations Stage (5) |
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Definition
| event management, incident management, problem management, request fulfillment, access management (+ 4 FUNCTIONS) |
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Term
| Name the FUNCTIONS that are in the Operations Stage (4) |
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Definition
| Service desk, application management, IT operations management, technical management (+ 5 PROCESSES) |
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Term
| Name the 7 steps in the CSI Stage |
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Definition
| identify, define, gather, process, analyze, present, implement (IDGPAPI) I DiG PAPI. I think it's a JLO song. |
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