ITIL

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1.

The 4 Ps of Service Design: People, Products, Partners,

26.

Processes

Relationship of CMDB, CMS, SKMS: CMDB is part of CMS is

part of SKMS (service knowledge system)

2.

Alert: Alerts means something failed

27.

Service Catalog: single source for all services provided

3.

aspects of availability: service and component (ability of a

28.

Service Design: design to meet agreed business requirements.

service to perform a function). Reliability (how long before it

breaks). Maintainability (internal) and servicable (3rd party) how long until it's fixed.
4.

7.

9.

31.

32.

33.

11.

define ITSM: IT Service Management - something that meets

34.

define process: set of activities designed to accomplish an

35.

Deming Cycle: Plan, Do, Check, Act

14.

DIKW structure: Data (who, what, when) -> knowledge

36.

SLM: Service Level Managements - ensures services are delivered

37.

SLM concepts: SLA, SLR (requirements or what the cust

as promised.
needs). SIP (improvement or how to fix). Service Review (how's it
going). SLAM chart (SLA monitoring for overview of success)

(how) -> wisdom (why)

15.

elements of value: utility (what the service does) and warranty

38.

VPF: Vital Business Function (fault tolerance, high availability,

39.

what is a known error: problem + root cause + workaround

40.

what is a service: a means of delivering value to customers by

continuous)

(how it's delivered)

16.

Event: change of state (notice, status). Think windows event

viewer

17.

Governance: policies and rules for conducting business.

Ensures strategy is implemented. Defines roles and
responsiblities.

18.

Incident: unplanned interruption or reduction of quality

19.

incident management: restores a service at the expense of

fixing it

20.

ISM: Information Security Management - Aligns IT security with

business security. CIA (confidentiality, integrity, availability)

21.

IT Service Continuity Management (ITSCM): essentially

22.

ITSCM requirements: BIA (business impact), risk assessment

23.

KPI (Key performance indicators): metrics which measure

24.

problem management: proactive prevent an incident or

25.

RACI?: Responsible, Accountable, Consulted, Informed

disaster recovery
(likelyhood of it happening)
success
minimize impact

Service Strategy: a plan a service provider needs to execute to

meet a customers business need. Defines how value is created
and delivered.

objective. Takes an input and turns them into defined outputs

13.

Service Provider Types: Internal (embedded within a unit like

networking). Shared (provides service to more than one
business). External (a customer/person)

the needs of a business

12.

Service Portfolio Management (SPM): defines services

provided, allow org to know which service to provide, evaluate
how services are achieving their strategy

in a service, process, plan, or other activity is to succeed

define functions: a person, team, or group with defined roles

Service Portfolio: what's coming -> what you have -> what's
being retired (phased out)

Critical Success Factor (CSSF: something that must happen

10.

Service Operation: delivers and manages a service to an

agreed level

Continual Service Improvement (CSI): aligns it service with

business needs. recommends what to improve and ensures
quality and measures outcome

Service Management stakeholders: customers, users,

suppliers

change types: standard (low risk), emergency (asap change),

normal (not standard or emergency)

8.

30.

capacity management role: assess change for impact and

assist with performance and incidents

Service Design Aspects: STAMP - Service solutions, Tools,

Archictures, Measurements, Processess

Capacity Management: ensure infrastructure meets service

capacity to perform requirements

6.

29.

Availability management 2 types?: reactive (monitoring,

measuring). Proactive (planning, improvement of availability)

5.

understand all aspects including process, support, doc, and

operational.

facilitating outcome