Term 1

Services
Definition 1

Service Strategy, Service Portfolio Management, Demand

Management, and Financial Management

A means of delivering value to customers without requiring

the customer to own specific costs and risks

Term 13

Term 2

Definition 13

Service Management
Definition 2

a set of specialized capabilities for delivering value to

customers in the form of services

What are the seven processes in the Service Design life

cycle phase?
Service Catalog Management, Service Level Management,
Availability Management, Capacity Management, Service
Continuity Management, IT
Security Management, Supplier Management

Term 3

Good Practices
Definition 3

best practices which have gained wide acceptance and

adoption
Term 4

Good Practices may come from a number of sources

including:
Definition 4

* Standards
* Public frameworks
* Academic research
* Proprietary knowledge

Term 14

What are the three processes in the Service Transition life

cycle phase?
Definition 14

Change Management, Service Asset and Configuration

Management, Release and Deployment Management
Term 15

What are the five processes in the Service Operation life

cycle phase?
Definition 15

Incident Management, Problem Management, Event

Management, Service Request Fulfillment, Access
Management

Term 5

What are the 5 phases of the Service

Life cycle?
Definition 5

*Service Design
*Service Strategy
*Service Operation
*Service Transition
*Continual Service Improvement
Term 6

Processes
Definition 6

Structured sets of activities designed to achieve a specific

objective

Term 16

How many steps are in the Continual Service Improvement

process?
Definition 16

Seven
Term 17

Functions
Definition 17

Self-contained subsets of an organization intended to

accomplish specific tasks
Term 18

Roles
Definition 18

defined collections of specific responsibilities and privileges

Term 7

What are the four basic characteristics of processes?

Definition 7

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

Term 19

Who may fill a role in an organization?

Definition 19

An individual or team
Term 20

What are the standard roles ITIL emphasizes?

Definition 20

Term 8

What are the three layers of the process structure?

Definition 8

Process control, the process itself, and process enablers

Term 9

What are some examples of things that fall under process

control?

Service Manager, Product Manager, Service Owner, and

Process Owner
Term 21

What is a Service Manager Accountable for?

Definition 21

Definition 9

development, performance, and improvement of all services

in the environment.

policies, ownership, documentation, and review programs

Term 22

Term 10

What is a Product Manager Accountable for?

What are some examples of things that fall under the

process itself?
Definition 10

Definition 22

development, performance, and improvement of a group of

related services

steps, procedures, work instructions, roles, triggers, metrics,

inputs, and outputs

Term 23

Term 11

Definition 23

What are some examples of things that fall under process

enablers?

What is a Service Owner accountable for?

overall design, performance, integration, improvement, and
management of a single service

Definition 11

resources and capabilities required to support the process

Term 24

Term 12

Definition 24

What are the four processes in the Service Strategy life cycle
phase?
Definition 12

What is a Process Owner accountable for?

overall design, performance, integration, improvement, and
management of a single process

Term 25

What are the four major ITIL functions?

Definition 25

Service Desk, Technical Management, Application

Management, and IT
Operations Management.

regular maintenance cycles associated with infrastructure

management
Term 38

What is the Facilities Management sub-function concerned

with?
Definition 38

Term 26

What does the Service Desk provide?

Definition 26

a single point of contact between users and the IT

organization

maintenance of the facilities which house IT operations

Term 39

What are the four roles within the RACI Model?

Definition 39

Responsible, Accountable, Consulted, and Informed

Term 27

What process does the Service Desk usually own?

Definition 27

Incident Management
Term 28

Define the Local Service Desk Configuration.

Definition 28

Users and support staff are located on the same premises

Term 29

Define the Centralized Service Desk Configuration.

Definition 29

Multiple user locations are serviced by a single support

location

Term 40

In the RACI model, for every task AT LEAST one person

must be
_________, and ONLY one person must be ____________.
Definition 40

Responsible; Accountable
Term 41

Service Strategy
Definition 41

the selection of services a Service Provider will offer to

customers
Term 42

What are the four reasons services are selected?

Term 30

Definition 42

Define the Virtual Service Desk Configuration.

* Provide value to customers

* Enable the Service Provider to capture value
* Fall within cost parameters acceptable to the Service
Provider
* Fall with risk parameters acceptable to the Service
Provider

Definition 30

Multiple user locations are serviced by multiple support

locations, utilizing call routing to appear to respond to user
requests as a single entity
Term 31

Define the Follow-the-Sun Service Desk Configuration.

Definition 31

Term 43

Identical to the virtual Service Desk configuration, except

shifts are set up to service the working hours of any time
zone

How does the Service Strategy offer value to Service

Providers and customers?

Term 32

What is the Technical Management function charged with?

Definition 32

Procurement, development, and management of the

technical skill sets and resources required to support the
infrastructure and the IT Service Management effort
Term 33

What is the primary objective of technical management?

Definition 33

to ensure that the Service Provider has the right skill sets
available to deliver the services it offers.

Definition 43

* Ensuring that the services they offer align with

business objectives.
* Ensuring that the services they offer are likely to offer
value.
* Ensuring that customers can be charged for the
services or that some mechanism exists by which the
services allow the value offered by the Service Provider
to be recognized.
* Ensuring that the Service Provider is in a position to
handle the costs and risks associated with the services
it offers.
Term 44

Term 34

Application management does not replace, but is supported

by
___________.

Business Case
Definition 44

A structured & documented justification for investment in

something expected to deliver value in return

Definition 34

Core Processes

Term 45

Value of service consists of what two components?

Term 35

Definition 45

What is IT Operations Management concerned with?

Utility and Warranty

Definition 35

the day-to-day maintenance of the IT infrastructure and the

facilities which house it
Term 36

What are the two sub functions IT Operations Management

are divided into?
Definition 36

Term 46

Utility
Definition 46

fitness for purpose involves the ability of the service to

remove constraints or increase the performance of the
customer

Operations Control and Facilities Management

Term 47

Term 37

Warranty

What is the Operations Control sub function concerned with?

Definition 37

Definition 47

fitness for use is the ability of the service to operate reliably

Term 48

Service Assets

Definition 48

resources and capabilities which a Service Provider must

allocate in order to offer a service

provides a means of understanding and managing costs &

opportunities associated with services in financial
terms

Term 49

Resources
Definition 49

raw materials which contribute to a service

Term 62

What are the three basic activities of IT Financial

Management?
Definition 62

Term 50

Accounting, Budgeting, and charging

Capabilities
Definition 50

Term 63

specialized skills or abilities an organization applies to

resources in order to create value

What is the Service Design life cycle about?

Term 51

Resources and Capabilities are types of __________.

Definition 63

the design of services and all supporting elements for

introduction into the live environment

Definition 51

Term 64

Assets

How does Service Design offer value?

Term 52

* Ensuring that services are aligned with business objectives

* Ensuring that services are able to provide the utility and
warranty required for them to meet the objectives outlined
during Service Strategy
* Ensuring that service management systems and tools are
capable of supporting service offerings
* Ensuring that service-e management processes are
capable of supporting service offerings
*Ensuring that service-e management processes are
capable of supporting service offerings
* Ensuring that services are constructed according to agreed
architectural standards
* Ensuring that services are designed so as to be
implemented efficiently
* Ensuring that services are designed so that their
performance can be measured

Service Portfolio
Definition 52

the entire set of services under management by a Service

Provider
Term 53

What are the three major parts of a Service Portfolio?

Definition 53

Service Pipeline, Service Catalog, and Retired Services

Term 54

What is the purpose of the Service Portfolio?

Definition 54

to help the Service Provider understand how its resources

are allocated toward maximizing the value it offers to
customers in the form of services.
Term 55

The cyclical relationship between the service provider and

the customer is known as the _____________.
Definition 55

Service Belt

Definition 64

Term 65

What life cycle phase targets quality?

Definition 65

Service Design

Term 56

Service Strategy Process

Definition 56

is concerned with the development of service concepts in

preparation for selection of services to be provided

Term 66

Service Catalog
Definition 66

the subset of the Service Portfolio which contains services

currently available to customers and users

Term 57

What are the four major activities in the Service Strategy

Process?

Term 67

Definition 57

People, Products, Processes, and Partners

Understand the market, Develop the offerings, Develop

strategic assets, Prepare for execution
Term 58

How does service portfolio management organize the

process?
Definition 58

by which services are identified, described, evaluated,

selected, and chartered
Term 59

The Demand Management process

Definition 59

concerned with understanding and influencing customer

demand

What are the four P's of Service Design?

Definition 67

Term 68

What are the Five Aspects of Service Design?

Definition 68

1. The new or changed service itself with special attention

to service requirements
2. Service Management processes required to support the
service
3. Service Management systems and tools required to
support the service (especially the Service Portfolio)
4. Technology Architectures used or referenced by the
service
5. Measurement systems & metrics necessary to understand
the performance of the service

Term 60

Demand management models demand in terms or

__________ and ____________.
Definition 60

User Profiles; Patterns of business activity

Term 61

IT Financial Management
Definition 61

Term 69

Service Catalog Management

Definition 69

Involves management and control of the Service Catalog

which contains information about services currently available
to customers for use
Term 70

Service Level Management

Definition 70

the process charged with securing & managing agreements

between customers and the service provider regarding the
levels of performance (utility) and levels of reliability
(warranty) associated with specific Services

capacity factors at the level of components or Configuration

Items.
Term 82

What is the primary task of CCM?

Definition 82

Term 71

Service Level Management results in the creation of

____________.
Definition 71

Service Level Agreements

Term 72

Operation Level Agreements

Definition 72

performance agreements nearly identical in nature to SLAs

except that they exist between parts of the service provider
organization specifically for the purpose of supporting
upstream SLAs which require dependable performance by
multiple business units, functions, or teams within the service
provider organization
Term 73

What is the Availability Management process concerned

with?
Definition 73

Management and achievement of agreed availability

requirements as established in Service Level Agreements

to translate Service Capacity Management factors into

capacity requirements for individual components or
Configuration Items
Term 83

What is ITSCM, and what is it responsible for?

Definition 83

The IT Service Continuity Management process (ITSCM) is

responsible for ensuring that the IT Service Provider can
always provide minimum agreed Service Levels
Term 84

What does ITSCM result in?

Definition 84

the production of the IT Service Continuity Plan which is an

aspect of the overall Business Continuity Plan
Term 85

What is the IT Security Management process concerned

with?
Definition 85

protection of IT assets (including services) from security

threats

Term 74

Term 86

Availability

What are the five basic qualities of information assets that IT

Security Management protects?

Definition 74

the ability of a system, service, or configuration item to

perform its function when required

Definition 86

Confidentiality, Integrity, Availability, Authenticity, NonRepudiation

Term 75

What is Capacity Management concerned with?

Term 87

Definition 75

What is the Supplier Management process charged with?

Ensuring that cost-effective capacity exists at all times which

meets or exceeds the agreed needs of the business as
established in Service Level Agreements
Term 76

Capacity

Definition 87

Obtaining value for money from third party suppliers

Term 88

What is Service Transition concerned with?

Definition 88

The maximum throughput a service, system, or device can

handle

Management of change and, more specifically, with the

introduction of new and changed services into the live
Environment

Term 77

Term 89

What are the 3 major activities of Capacity Management?

Service V-Model

Definition 76

Definition 77

Definition 89

Business Capacity Management, Service Capacity

Management, and Component Capacity Management

Defines progressive levels activity and corresponding levels

of testing/valid toward a define objective such as a release or
major change

Term 78

What capacity factors does Business Capacity Management

address?

Term 90

Change

Definition 78

Definition 90

Capacity factors which exist primarily at the business level

such as mergers, acquisitions, plans for new facilities,
reductions in force, etc.

the addition, removal, or modification of anything that could

have an effect on an IT service

Term 79

What capacity factors does Service Capacity Management

address?

Term 91

What are the three types of change?

Definition 91

Normal, Standard, and Emergency

Definition 79

Capacity factors at the service level.

Term 92

Who reviews Emergency Changes?

Definition 92

Term 80

What is the primary task of Service Capacity Management?

Definition 80

To translate business capacity factors into capacity

requirements for services

Emergency Change Advisory Board

Term 93

Who approves requests for changes?

Definition 93

Change Authority
Term 81

What capacity factors does Component Capacity

Management address?
Definition 81

31 of 47
Term 94

Change Model
Definition 94

a template or pre-defined set of steps, procedures, and

guidelines for execution a specific type of change

* Internal and External Focus

* Cost and Quality
* Stability and Flexibility

Term 95

Release
Definition 95

a collection of changes which must be implemented together

in order accomplish a specific objective or set of objectives

Term 107

During Service Operation, the importance and criticality of

____________ is especially acute
Definition 107

Communication
Term 96

Release Unit
Definition 96

the particular set of configuration items released together for

a specific deployment effort
Term 97

Baseline
Definition 97

the documented and validated configuration of a component,

system, service, etc.

Term 108

Incident
Definition 108

any occurrence which causes or may cause interruption or

degradation to an IT Service
Term 109

Problem
Definition 109

the unknown underlying cause of one or more incidents

Term 98

Term 110

Configuration Management System

Error

Definition 98

Definition 110

the controlled repository and interfaces for management of

information concerning items under configuration control
(Configuration Items) in the environment.

the known underlying cause of one or more incidents

Term 111

Known Error
Definition 111

Term 99

Configuration Item
Definition 99

anything which has significance for the delivery of an IT

Service.
Term 100

At a minimum, what should the record of a configuration item

include?

the known cause of an incident for which a workaround also

exists
Term 112

Event
Definition 112

any change of state of an infrastructure or other item which

has significance for the delivery of a service

Definition 100

a unique identifier and the location of the CI

Term 101

What is Change Management concerned with?

Term 113

Who, in most cases, owns the Incident Management

process?
Definition 113

Definition 101

The Service Desk

recording, evaluating, approving, testing, and reviewing

changes to services, systems, and other Configuration Items

Term 114

Term 102

What are the seven major activities which make up the

Change Management Process?
Definition 102

Recording RFC's, Reviewing RFC's, Assesment and

Evaluation of RFC's, Authorization of RFC's, Planning,
Implementation Coordination, Review and Closure
Term 103

What are the five components of Service Asset and

Configuration Management?

Incident Management consists of a what basic activities or

steps?
Definition 114

Detection, Logging, Classification, Prioritization, Investigation

and Initial Diagnosis, Escalation, Resolution and Recovery,
Closure
Term 115

What is Problem Management concerned with?

Definition 115

the identification and correction of flaws or errors in the

environment which cause incidents

Definition 103

Planning, Identification, Control, Status Accounting,

Verification and Audit
Term 104

What are the four minor Service Transition Processes?

Definition 104

Transition Planning and Support, Service Validation and

Testing, Evaluation, and Knowledge Management
Term 105

What is the only service life cycle phase in which value is

realized by customers?
Definition 105

Service Operation

Term 116

What are the major sub processes of Problem Management?

Definition 116

Reactive and Proactive Problem Management

Term 117

What two things does the Problem Management Process

issue?
Definition 117

Requests for Change and Work

Arounds
Term 118

What is one of the most important outputs of the Problem

Management process?
Definition 118

Term 106

ITIL emphasizes the importance of striving to achieve and

maintain balance during Service Operation in the form of
specific balances between:
Definition 106

* Reactive and Proactive Focus

the Known Error Database (KEDB)

Term 119

What is Event Management concerned with?

Definition 119

detection of events in the infrastructure and with selection of

appropriate response actions

What are the guiding questions in the Continual Service

Improvement Model?

Term 120

Definition 133

What are the three basic types of events?

What is the Vision, Where are we now, Where do we want to

be, How do we want to get there, Did we get there, how do
we maintain momentum

Definition 120

Informational, Warning, and Exception

Term 121

Service Request Fulfillment is:

Term 134

Definition 121

What should Continual Service Improvement produce?

the process charged with assisting users in situations where

no service degradation or interruption is involved

Definition 134

Term 122

How can Service Request Fulfillment reduce the load on the

Incident Management process?
Definition 122

by providing a means of addressing non-incident related

requests before they enter the Incident Management
stream
Term 123

What is the Access Management process charged with?

Definition 123

Providing authorized parties with appropriate access to

service and information as specified in the Information
Security Policy
Term 124

Does the Access Management process ever set security

policy?
Definition 124

No
Term 125

What is Continual Service Improvement about?

Definition 125

The alignment and re-alignment of services, processes,

functions, etc. with changing business needs
Term 126

What are the four basic purposes for measurements?

Definition 126

Justify, Direct, Intervene, and Validate

Term 127

Objectives
Definition 127

Establish the reason for measurement

Service Improvement Plan

Term 135

What are the steps in the Seven Step Improvement

Process?
Definition 135

* Decide what should be measured

* Decide what can be measured
* Gather the data
* Process the data
* Analyze the data
* Present and use the data
* Implement corrective action
Term 136

Bounded Rationality
Definition 136

Refers to the limits which constrain humans ability to

entertain more than a few factors at a time when seeking to
make decisions in complex situations.
Term 137

True or false: all phases of the Service Lifecycle can be

supported very effectively using technology & automation.
Definition 137

True
Term 138

Processes should be _________ prior to automating them.

Definition 138

Simplified
Term 139

The application of service management has varying degrees

of ROI, depending on the business impact. Which of the
following tangible measures is commonly associated with
improved reliability?
Definition 139

Term 128

MTBF - Mean Time Between Failure

Critical Success Factors

Definition 128

Term 140

Define specific things that must happen if objectives are to

be achieved

What is the correct order for the ISPL acquisition process

from a customer supplier- interaction point-of-view?
Definition 140

Term 129

Key Performance Indicators:

Definition 129

Are metrics which specifically indicate progress or

performance around or toward Critical Success Factors?
Term 130

Metrics
Definition 130

Are the definitions of what will be measured and how it will

be measured
Term 131

Measurements
Definition 131

Are the actual readings taken based upon a specific metric

Term 132

What are the four steps of the Deming Cycle?

Definition 132

Plan, Do, Check, Act

Term 133

1. Make RFP 2. Make Proposal 3.

Select 4. Negotiate Contract 5. Make
Decisions
Term 141

What is the initial Incident Management process in the

correct order?
Definition 141

1. Incident Logging
2. Incident Categorization
3. Incident Prioritization
4. Incident Diagnosis
5. Incident Escalation