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ITSM QuickStart Guide
Terms in this set (79)
Information Technology Service Management
Develops a language that can be shared between IT professionals, business managers, and financial managers
Is utilized to efficiently and effectively resolve customer issues
Key performance indicators (KPIs)
Ensures that all of the service expectations throughout the company are being adequately met
Used to dictate what happens when various systems and business modalities break down
Collects data about the demand for various media and the quantity and magnitude of data retrieval requests that will burden the company's service
Key principles for ITSM
-use of highly defined processes for management of IT assets
-maintaining of sting endpoint focus on services than just systems and tech themselves
-ongoing commitment of continual improvement of process and service quality
ITIL Service Life Cycle
Continual Service Improvement
Defines service priorities alongside service capacity
strategy management for IT services
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.
Service Portfolio Management
The process that manages and maintains the service portfolio. It ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Requires a clear definition of the business service being provided and the costs associated with failing to meet an anticipated demand
Business Relationship Management
The process responsible for maintaining a positive relationship with customers.
The stage in which the required service is designed and developed to the determined business objective
The process responsible for coordinating all service design activities, processes, and resources.
Service Catalog Management
The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it.
Service Level Management
the process of defining, agreeing upon, documenting and managing levels of service that are required and cost justified
Takes the time to plot risk against reward
Determined by the costs incurred in order to implement a potential solution
integrating the service component of the marketing mix with efforts to influence consumer demand
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.
IT Service Continuity Management
The process responsible for managing risks that could seriously affect IT services. IT service continuity management supports business continuity management.
Information Security Management
an integrated, systematic approach that coordinates people, policies, standards, processes, and controls used to safeguard critical systems and information from internal and external security threats
All internal and external regulations are reviewed, and compliance is incorporated into the design of the service.
Focuses on the tech available to the business and the tech that will be available to the business in the future
Ensures that the business' external suppliers of IT resources are prepared to meet the demands of the proposed Service Design.
This stage includes determining risks, constraints, and whether the service will meet requirements.
Process of making sure changes are made smoothly and efficiently and do not negatively affect systems reliability, security, confidentiality, integrity, and availability.
(ITIL Service Transition) 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.
Application Development and Customization
Devoted to building and revising applications that aid service objectives.
Release and Deployment Management
(ITIL Service Transition) 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.
Service Validation and Testing
(ITIL Service Transition) 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.
Service Asset and Configuration Management
The process responsible for producing reliable information related to how assets are configured and the relationships between them
Knowledge Management (KM)
Process of creating, acquiring, sharing, and managing knowledge to augment individual and organizational performance.
(ITIL Service Operation) 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. See also operation.
The process responsible for managing events throughout their lifecycle.
the process responsible for managing how incidents are identified and corrected
process responsible for handling service requests from IT users
(ITIL Service Operation) 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.
aims to resolve issues through the investigation and in-depth analysis of a major incident, or several incidents that are similar in nature, in order to identify the root cause
IT Operations Control
(ITIL Service Operation) The function responsible for monitoring and control of the IT services and IT infrastructure. See also operations bridge.
IT Facilities Management
Responsible for overseeing the maintenance and upkeep of IT equipment.
ITIL Application Management
Oversees the use of applications in the delivery and improvement of IT services
ITIL Technical Management
Refers to having the right personnel and tech in place to support an IT service and its underlying infrastructure.
Continual Service Improvement (CSI)
(ITIL Continual Service Improvement) 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. See also Plan-Do-Check-Act.
Meeting between customer and the service provider to review service achievements and contribute to Service Improvement Plan
Concerned with the methodology of the end result, like continuity and benchmarking.
Involves maintaining an ongoing stream of incoming data about the effectiveness of ongoing service processes.
customer relationship management
Initiated by the customer and are not closed until the customer has been serviced with some kind of a final resolution
a rigorous statistical analysis process that reduces defects in manufacturing and service-related processes
An international standard for IT service management.
Define, Measure, Analyze, Improve, Control
Project portfolio management
The management and selection of projects that support an organization's vision and mission. It is the balance of project priority, risk, reward, and return on investment. This is a senior management process.
Business Process Famework
The creation of a specific share language that can be used across servers different departments, external partners, clients, and suppliers.
Control Objectives for Information and Related Technology
A framework for helping organizations improve their processes and systems
Addresses the authority and control for key IT activities in organizations, including IT infrastructure, IT use, and project management
Happenings that both affect an organization's financial position and can be reliably measured.
Level 1: Initial
The CMM/CMMI level characterized by an immature software organization using ad hoc process
Level 2: Repeatable
Basic processes set up
Level 3: Defined
Documentation that is introduced that truly defines a process, also can be integrated to a master process
Level 4: Managed
Measurable goals for quality and productivity are established.
Level 5: Optimized
Able to be incorporated to inform corporate policy , since it is an optimized process
A database or structured document with information about all live IT services, including those available for deployment.
Configuration Management Database
One or more databases used to store configuration records throughout their lifecycle.
Ensures that all of the data that's used by the CMDB can be integrated together in a meaningful way
Service Manager 3 Basic Customer Questions
What service is expected and how is it delivered?
How is the service used?
How much does the service cost?
Service Manager 2 Basic IT Department capability Questions
How is the service supported?
How is the service delivered?
Key Roles of ITSM
Sets budget for project
Established service level target
Understand customer expectations
Understands how service is supported and delivered
Oversees critical processes such as a Change Management and Incident Management
Ensures ongoing service efficacy
Recommends service improvements and identifies expansion opportunities
Contributes to Service Catalog
KPI 1 Number of Implemented Preventative Measures
Tracks the number of security measures that have been implemented in response to a perceived vulnerability.
KPI 2 Implementation Duration
Tracks the time between the point at which a justified security concern is identified and the point in time when an appropriate resolution is in place.
KPI 3 Number of Major Security Incidents
Keeps track of the number of security incidents and assigns each incident a specific security level.
KPI 4 Number of Security-Related Service Downtimes
Keeps track the number of time that a security concern prevented service from being available to customers
KPI 5 Number of Security Tests
Keeps track the number of proactive steps that the IT department has taken to measure existing data security, such as tests and training.
KPI 6 Number of Identified Shortcomings during Security Tests
Takes the measurements quantified in KPI 5 and plots them against the shortcomings that were identified during the tests.
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