ITIL Foundations v4 Word Scramble

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Term	Definition
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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