Wgu ITIL V4

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ITIL 4 F

539 term ker Practice questions for this set Learn1 / 7Study using Learn Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body.GovernanceEnables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body.ITIL (Information Technology Infrastructure Library) A good-practice guidance applicable to all types of organizations that provide services to businesses.Choose an answer 1 ITIL (Information Technology Infrastructure Library) 2Governance 3service consumer4SVS (service value system) Don't know?

ITIL frameworkA source of good practice in service management.ITIL guiding principlesHelp to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization.ITIL practicesEnhance the flexibility of the service value chain by supporting multiple chain activities SVS (service value system)Describes how the components and activities of an organization interact to create value through IT-enabled services.The ITIL service value chainA flexible model for the creation, delivery, and continual improvement of services.costThe amount of money spent on a specific activity or resource.organizationA person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives.OutcomeA result as perceived by a stakeholder—that is enabled by one or more outputs.OutputA tangible or intangible deliverable of an activity.RiskA possible event that could cause harm or loss, or make the achievement of objectives more difficult.ServiceA means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk.service consumerA generic role an organization takes on when it receives services.Service managementA set of specialized organizational capabilities for enabling value for customers in the form of services.Service offeringA formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions.SponsorThe person authorizing the budget for the consumed service.UtilityA functionality offered by a product or service to meet a particular need.ValueThe perceived benefits, usefulness, and importance of something.WarrantyAn assurance that a product or service meets agreed-upon requirements.planThe value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

improveThe value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.engageThe value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.design and transitionThe value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.obtain/buildThe value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.deliver and supportThe value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.Service Value Chain AcronymP.I.E.D.O.D relationship management practiceThe practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.supplier management practiceThe practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.availability management practiceThe practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.availabilityThe ability of an IT service or other configuration item to perform its agreed function when required.capacity and performance management practice The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.service continuity management practiceThe practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.information security management practiceThe practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.IT assetAny financially valuable component that can contribute to the delivery of an IT product or service.service configuration management practiceThe practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.configuration item (CI)Any component that needs to be managed in order to deliver an IT service.

configuration management system (CMS)A set of tools, data, and information that is used to support service configuration management.configuration management database (CMDB)A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.release management practiceThe practice of making new and changed services and features available for use.waterfall methodA development approach that is linear and sequential with distinct objectives for each phase of development.agileAn umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban.DevOpsAn organizational culture that aims to improve the flow of value to customers.DevOps focuses on culture, automation, Lean, measurement, and sharing

(CALMS).

deployment management practiceThe practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.service deskThe point of communication between the service provider and all its users.eventAny change of state that has significance for the management of a service or other configuration item.monitoring and event management practiceThe practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.Information Eventthe event does not require any immediate action and does not represent an exception.Warning Eventthe event is generated when a device or service, (application / utility), is approaching an agreed threshold Exception EventThis mean that the business service is impacted and the device or service presents a failure, performance degradation or loss of functionality incidentAn unplanned interruption to a service or reduction in the quality of a service.incident managementThe practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.problemA cause, or potential cause, of one or more incidents.known errorA problem that has been analysed but has not been resolved.