Flashcards · Project Management
ITIL 4 Foundation Flashcards
Free flashcards for ITIL 4 Foundation: flip each card to reveal the definition. Built from the ITIL 4 Foundation glossary as a study aid, these are concept checks, not real exam questions.
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- Service management
- Capabilities for delivering value through services.
- Service
- A means of enabling value co-creation without owning the costs/risks.
- Value
- The perceived benefits, usefulness and importance of something.
- Utility
- "Fit for purpose" - what a service does.
- Warranty
- "Fit for use" - how well a service performs.
- Outcome
- A result for a stakeholder enabled by outputs.
- Cost / risk
- The money spent / the possibility of harm or loss.
- Service relationship
- The cooperation between provider and consumer.
- SVS
- Service Value System - how components create value.
- Service value chain
- The six core activities that turn demand into value.
- Guiding principle
- A recommendation that guides an organisation always.
- Four dimensions
- People, information/tech, partners, value streams.
- Practice
- A set of resources for performing work (e.g., incident management).
- Incident
- An unplanned interruption or reduction in service quality.
- Problem
- A cause, or potential cause, of one or more incidents.
- Change
- The addition, modification or removal of anything that could affect services.
- Service request
- A predefined, user-initiated request for something.
- Service desk
- The single point of contact between provider and users.
- Continual improvement
- Ongoing alignment of services with changing needs.
- Configuration item
- Any component that needs to be managed to deliver a service.