Term
| What are the 4 perspectives (4Ps) of ITSM? |
|
Definition
1) Partners/Suppliers Perspective
2) People Perspective (all people)
3) Products/Technology Perspective
4) Process Perspective |
|
|
Term
| ITIL divides an organization into what supporting layers that work towards meeting a number of organizational goals? |
|
Definition
| Organization, CORE Business Processes, IT Service Organization, IT Service Management, IT Technical Activities |
|
|
Term
| What is IT Service Management? |
|
Definition
| A set of specialized organizational capabilities for providing value to customers in the form of services. |
|
|
Term
|
Definition
The ability of an organization, person, process, application, CI or IT service to carry out an activity.
• The functions and processes utilized to manage services.
•Intangible assets of an organization that cannot be purchased, but must be developed and matured over time. |
|
|
Term
|
Definition
| A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT service. |
|
|
Term
|
Definition
A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. They may define roles, responsibilities, tools,
management controls, policies, standards, guidelines, activities and work instructions if they are needed. |
|
|
Term
|
Definition
| A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks. |
|
|
Term
|
Definition
A team or group of people and the tools they use to carry out one or more Processes or Activities. Functions provide units of organization responsible for specific outcomes.
• Service Desk
• Technical Management
• Application Management
• IT Operations Management |
|
|
Term
|
Definition
The person responsible for ensuring that the process is fit for the desired
purpose and is accountable for the outputs of that process. |
|
|
Term
|
Definition
| The person who is accountable for the delivery of a specific IT Service. They are responsible for continual improvement and management of change affecting Services under their care. |
|
|
Term
| What is a Process Manager? Who do the Process Manager report to? |
|
Definition
The person responsible for the operational management of a process. There
may be several Managers for the one process. They report to the Process
Owner. |
|
|
Term
| What are Internal Service Providers? |
|
Definition
| An internal service provider that is embedded within a business unit. |
|
|
Term
| What are Shared Service Providers? |
|
Definition
| An internal service provider that provides shared IT service to more than one business unit. |
|
|
Term
| What are External Service Providers? |
|
Definition
| Service providers that provides IT services to external customers. |
|
|
Term
|
Definition
| A decision support and planning tool that projects the likely consequences of a business action. It provides justification for a significant item of expenditure. Includes information about costs, benefits, options, issues, risks and possible problems. |
|
|
