ITIL 4 Terms & Definitions
A set of specialized organizational capabilities for enabling value for customers in the form of services.
What is Service Management?
An unplanned interruption to a service or reduction in the quality of a service.
What is an Incident?
The underlying root cause of one or more incidents.
What is a Problem?
Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.
What is focus on value?
Is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization.
What is the purpose of Knowledge Management practice?
A configuration of an organization’s resources designed to offer value for a consumer.
What is a product?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
What is the purpose or objective of incident management?
Is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
What is the purpose of the problem management practice?
Do not start from scratch and build something new without considering what is already available to be leveraged.
What is start where you are?
Is to ensure that all projects in the organization are successfully delivered.
What is the purpose of the project management practice?
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
What is an Organization?
The duration of time from when an incident is created until it is resolved.
What is the Mean Time To Resolution (MTTR)?
A problem that has been analyzed but has not been resolved.
What is a Known Error?
The duration of time from when a request is submitted until it is fulfilled.
What is the Mean Time To Fulfilment (MTTF)?
Is to support good decision-making and continual improvement by decreasing the levels of uncertainty.
What is the purpose of the measurement and reporting practice?
The means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
What is a Service?
It has a separate procedure, with shorter timescales and greater urgency.
What is a Major Incident
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.
What is a workaround?
Working together across boundaries produces results with greater buy-in, more relevance to objectives, and an increased likelihood of long-term success.
What is collaborate and promote visibility?
Is to protect the information needed by the organization to conduct its business.
What is the purpose of the information security management practice?
An operating model for service providers that covers all the key activities required to effectively manage products and services.
What is the ITIL service value chain?
Defined here as service operation within SLA limits.
What is Normal Service Operations?
These activities include problem analysis, and documenting workarounds and known errors.
What are problem control activities?
A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
What is a Guiding Principle?
Is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices.
What is continual improvement practice?