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ITIL Foundations v4

WGU Business of IT - Applications – C846 Glossary Terms

TermDefinition
Agile method Focuses on the delivery of incremental changes to software products in response to the evolving needs of users.
Asset Any financially valuable component that can contribute to the delivery of an IT product or service.
Automation Refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention.
Availability The ability of an IT service or other configuration items to perform its agreed function when required.
Capacity and performance management practice Ensures that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.
Change The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Cloud computing A storage-based system for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
Continual improvement An ongoing organizational activity of continuous re-evaluation performed at all organizational levels to ensure that performance continually meets stakeholders' expectations.
Cost The amount of money spent on a specific activity or resource.
Customer experience Represents the entirety of interactions between a customer and a service provider organization.
Deliver and support value chain activity Ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations.
Demand The need or desire for products and services among the organization's internal or external consumers.
Design and transition value chain activity Ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.
Engage value chain activity Provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
Event Any change of state that has significance for the management of a service or other CI (configuration item).
Governance Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body.
Governing body A person or group who is accountable at the highest level for the performance and compliance of the organization.
Guiding principle A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Improve value chain activity Ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
Incident An unplanned interruption to a service or reduction in the quality of service.
Information and technology dimension Applies to both the practice of service management, as well as the services being managed.
Information security management practice Protects the information needed by the organization to conduct its business.
ITIL (Information Technology Infrastructure Library) A good-practice guidance applicable to all types of organizations that provide services to businesses.
ITIL framework A source of good practice in service management.
ITIL guiding principles Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization.
ITIL practices Enhance the flexibility of the service value chain by supporting multiple chain activities.
ITSM (information technology service management) Remains focused on creating and maintaining value for both users and customers.
Known error A problem that's been analyzed but not resolved.
Obtain/build value chain activity Ensures that service components are available when and where they are needed, and that they meet agreed specifications.
Opportunity An option or possibility to add value for stakeholders or otherwise improve the organization.
Organization A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives.
Organizational agility The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes.
Organizational resilience The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change.
Organizations and people dimension Includes the elements such as roles and responsibilities, formal organizational structure, culture, and staffing and competencies, all of which are related to the creation, delivery, and ongoing improvement of service.
Outcome A result as perceived by a stakeholder—that is enabled by one or more outputs.
Output A tangible or intangible deliverable of an activity.
Partners and suppliers dimension Incorporates contracts and other agreements between the organization and its partners or suppliers.
Plan value chain activity Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management, and all products and services throughout the organization.
Process A set of interrelated or interacting activities that transform inputs into outputs.
Relationship management practice Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.
Release A version of a service or other CI (configuration item)—or a collection of CI's—that's made available for use.
Risk A possible event that could cause harm or loss, or make the achievement of objectives more difficult.
Service A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk.
Service consumer A generic role an organization takes on when it receives services.
Service desk practice Captures demand for incident resolution and service requests.
Service management A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service offering A 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.
Service request management practice Supports the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Service-level agreement A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Service-level management practice Sets clear business-based targets for service levels and ensures that delivery of services is properly assessed, monitored, and managed against these targets.
Sponsor The person authorizing the budget for the consumed service.
Supplier management practice Ensures that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.
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 chain A flexible model for the creation, delivery, and continual improvement of services.
Utility A functionality offered by a product or service to meet a particular need.
Value The perceived benefits, usefulness, and importance of something.
Value stream A series of steps undertaken by an organization to create and deliver products and services to consumers.
Value stream mapping A lean practice that examines the stream, quantifies its waste, and in so doing, identifies its weakest link.
Value streams and processes dimension Focuses on how the organization ensures that it's enabling value creation for all stakeholders efficiently and effectively.
Warranty An assurance that a product or service meets agreed-upon requirements.
Created by: tylerj.scott
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