Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone. See ISO , Standard. Most commonly used in UK Government departments. IT Infrastructure All of the hardware, software, networks, facilities etc. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation.
IT Operations is also used as a synonym for Service Operation. See Operations Bridge. The Plan will also identify the triggers for Invocation, people to be involved, communications etc.
See Service Management. Job Description A Document which defines the Roles, responsibilities, skills and knowledge required by a particular person. Job Scheduling is carried out by IT Operations Management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year. The Problem is analysed in terms of what, where, when and extent.
Possible causes are identified. The most probable cause is tested. The true cause is verified. See Critical Success Factor. Knowledge Service Transition The Process responsible for gathering, analysing, Management storing and sharing knowledge and information within an Organisation.
The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. Known Errors are created and managed throughout their Lifecycle by Problem Management. Known Errors may also be identified by Development or Suppliers.
In some implementations a Known Error is documented using additional fields in a Problem Record. Live, Disposed etc. A line of Service is managed by a Product Manager and each Service Level Package is designed to support a particular market segment.
Maintainability is often measured and reported as MTRS. A Major Incident results in significant disruption to the Business. Management Information that is used to support decision making by managers.
Management Information often includes the values of KPIs such as "Percentage of Changes leading to Incidents", or "first time fix rate". This is a temporary measure and is usually combined with another Recovery Option. Marginal Cost does not include investment already made, for example the cost of developing new software and delivering training.
The most mature Processes and Functions are formally aligned to Business Objectives and Strategy, and are supported by a framework for continual improvement. See Maintainability, Mean Time to Repair. Middleware is usually purchased from a Supplier, rather than developed within the IT Service Provider. See Off the Shelf. It states what is to be achieved, but not how this should be done. See On-shore, Off-shore. NPV compares cash inflows to cash outflows.
Positive NPV indicates that an investment is worthwhile. Charges to Customers are calculated and Customers are informed of the charge, but no money is actually transferred. Notional Charging is sometimes introduced to ensure that Customers are aware of the Costs they incur, or as a stage during the introduction of real Charging.
Objective The defined purpose or aim of a Process, an Activity or an Organisation as a whole. Objectives are usually expressed as measurable targets. The term Objective is also informally used to mean a Requirement. See Outcome. OGC is a UK Government Government department that supports the delivery of the government's Commerce OGC procurement agenda through its work in collaborative procurement and in raising levels of procurement skills and capability with departments.
It also provides support for complex public sector projects. Off-shore Service Strategy Provision of Services from a location outside the country where the Customer is based, often in a different continent. See On-shore, Near-shore. On-shore Service Strategy Provision of Services from a location within the country where the Customer is based.
See Off-shore, Near-shore. Operate To perform as expected. Operate also means to perform one or more Operations. For example, to Operate a computer is to do the day-to-day Operations needed for it to perform as expected. Operation is also used to mean any pre- defined Activity or Transaction. For example loading a magnetic tape, accepting money at a point of sale, or reading data from a disk drive. The term Operational is also a synonym for Live.
Often repeating payments. For example staff costs, hardware maintenance and electricity also known as "current expenditure" or "revenue expenditure".
See Capital Expenditure. Operational Synonym for Operational Cost. The OLA defines the goods or Services to be provided and the responsibilities of both parties. See Service Level Agreement. Opportunity Cost represents the revenue that would have been generated by using the Resources in a different way.
For example the Opportunity Cost of purchasing a new Server may include not carrying out a Service Improvement activity that the money could have been spent on.
Opportunity cost analysis is used as part of a decision making processes, but is not treated as an actual Cost in any financial statement.
Organisation A company, legal entity or other institution. The term Organisation is sometimes used to refer to any entity which has People, Resources and Budgets. For example a Project or Business Unit. The term Outcome is used to refer to intended results, as well as to actual results. See Objective. A formula is used to calculate Pain Value based on the number of Users affected, the duration of the Downtime, the Impact on each User, and the cost to the Business if known.
Pareto Analysis is also used in Problem Management to prioritise possible Problem causes for investigation. See Value Network. See Active Monitoring. See User Profile. Percentage Service Design The amount of time that a Component is busy over a utilisation given period of time.
Performance Service Strategy An approach to Organisational Culture that Anatomy integrates, and actively manages, leadership and strategy, people development, technology enablement, performance management and innovation.
These include Monitoring, Threshold detection, Performance analysis and Tuning, and implementing Changes related to Performance and Capacity.
A Pilot is used to reduce Risk and to gain User feedback and Acceptance. See Test, Evaluation. Plan A detailed proposal which describes the Activities and Resources needed to achieve an Objective. DO: Implement the Plan and manage the Processes. Downtime Planned Downtime is often used for maintenance, upgrades and testing. See Change Window, Downtime. Planning An Activity responsible for creating one or more Plans.
For example, Capacity Planning. Policy Formally documented management expectations and intentions. Policies are used to direct decisions, and to ensure consistent and appropriate development and implementation of Processes, Standards, Roles, Activities, IT Infrastructure etc. See Recovery Option, Fixed Facility.
Practice A way of working, or a way in which work must be done. See Best Practice. Prerequisite for An Activity that needs to be completed, or a condition that needs to be Success PFS met, to enable successful implementation of a Plan or Process. Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken. Proactive Service Operation Monitoring that looks for patterns of Events to Monitoring predict possible future Failures. See Reactive Monitoring.
Problem Service Operation A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimise the Impact of Incidents that cannot be prevented. Each Problem Record documents the Lifecycle of a single Problem.
Procedure A Document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes. See Work Instruction. Process A structured set of Activities designed to accomplish a specific Objective.
A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. Process Control The Activity of planning and regulating a Process, with the Objective of performing the Process in an Effective, Efficient, and consistent manner.
The Process Manager's responsibilities include Planning and co-ordination of all Activities required to carry out, monitor and report on the Process.
The Process Manager Role is often assigned to the person who carries out the Process Owner Role, but the two Roles may be separate in larger Organisations. This Role is often assigned to the same person who carries out the Process Manager Role, but the two Roles may be separate in larger Organisations. Production Synonym for Live Environment. A Profit Centre can be created with the objective of making a profit, recovering Costs, or running at a loss.
Programme A number of Projects and Activities that are planned and managed together to achieve an overall set of related Objectives and other Outcomes. Project A temporary Organisation, with people and other Assets required to achieve an Objective or other Outcome.
Each Project has a Lifecycle that typically includes initiation, Planning, execution, Closure etc. See Validation. Quality The ability of a product, Service, or Process to provide the intended value.
For example, a hardware Component can be considered to be of high Quality if it performs as expected and delivers the required Reliability. Process Quality also requires an ability to monitor Effectiveness and Efficiency, and to improve them if necessary.
See Quality Management System. See ISO Quick Win Continual Service Improvement An improvement Activity which is expected to provide a Return on Investment in a short period of time with relatively small Cost and effort.
See Pareto Principle. See Stakeholder. For example submitting a batch job when the previous job completes, or logging an Incident when an Error occurs. See Proactive Monitoring. An agreement between two Arrangement Organisations to share resources in an emergency.
For example, Computer Room space or use of a mainframe. Record A Document containing the results or other output from a Process or Activity. Records are evidence of the fact that an Activity took place and may be paper or electronic. For example, an Audit report, an Incident Record, or the minutes of a meeting.
Recovery of an IT Service often includes recovering data to a known consistent state. Recovery Options may make use of dedicated facilities, or Third Party facilities shared by multiple Businesses. Recovery Point Objective is expressed as a length of time before the Failure. For example a Recovery Point Objective of one day may be supported by daily Backups, and up to 24 hours of data may be lost. See Business Impact Analysis. Redundancy Synonym for Fault Tolerance.
The term Redundant also has a generic meaning of obsolete, or no longer needed. In Configuration Management it is a link between two Configuration Items that identifies a dependency or connection between them.
Release Service Transition A collection of hardware, software, documentation, Processes or other Components required to implement one or more approved Changes to IT Services.
The contents of each Release are managed, Tested, and Deployed as a single entity. The Release Identification typically includes a reference to the Configuration Item and a version number.
For example Microsoft Office SR2. The primary Objective of Release Management is to ensure that the integrity of the Live Environment is protected and that the correct Components are released. This group does not include any other Processes. Release Process is also used as a synonym for Release Management Process. A Release Unit typically includes sufficient Components to perform a useful Function.
Release Window Synonym for Change Window. The term Reliability can also be used to state how likely it is that a Process, Function etc. See Availability. Request for Service Transition A formal proposal for a Change to be made. Requirement Service Design A formal statement of what is needed.
See Statement of Requirements. For example, an armoured cable will resist failure when put under stress. See Fault Tolerance. Resources are considered to be Assets of an Organisation. See Capability, Service Asset. Response Time A measure of the time taken to complete an Operation or Transaction. Used in Capacity Management as a measure of IT Infrastructure Performance, and in Incident Management as a measure of the time taken to answer the phone, or to start Diagnosis. Responsiveness A measurement of the time taken to respond to something.
This is the primary Objective of Incident Management. Retired is a stage in the Lifecycle of many Configuration Items. In the simplest sense it is the net profit of an investment divided by the net worth of the assets invested. For example, if an alternate data centre has been in use, then this phase will bring the primary data centre back into operation, and restore the ability to invoke IT Service Continuity Plans again.
Reviews are typically carried out at predefined points in the Lifecycle, and especially after Closure. The purpose of a Review is to ensure that all Deliverables have been provided, and to identify opportunities for improvement. See Post Implementation Review. For example the Right to modify particular data, or to authorize a Change. Risk A possible Event that could cause harm or loss, or affect the ability to achieve Objectives.
A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred. Risk Assessment The initial steps of Risk Management. Analysing the value of Assets to the business, identifying Threats to those Assets, and evaluating how Vulnerable each Asset is to those Threats. Risk Assessment can be quantitative based on numerical data or qualitative.
Risk Management The Process responsible for identifying, assessing and controlling Risks. See Risk Assessment. Role A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by a single person.
Most often used to refer to complex or phased Deployments or Deployments to multiple locations. See Service Failure Analysis. Second-line Service Operation The second level in a hierarchy of Support Groups Support involved in the resolution of Incidents and investigation of Problems. This approach separates "what" is to be done from "how" it is to be done. Server Service Operation A computer that is connected to a network and provides software Functions that are used by other computers.
Service A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks. See Acceptance. See Asset.
The Resources used by each IT Service and the pattern of usage over time are collected, recorded, and analysed for use in the Capacity Plan. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.
See Contract Portfolio. Service Culture A Customer oriented Culture. See Design. SFA is a time constrained, project-like activity, rather than an ongoing process of analysis. See Root Cause Analysis. For example, "Monday-Friday to except public holidays". Service Hours should be defined in a Service Level Agreement. See Operational Level Agreement.
This can be found under the "Training Material" tab. Log in with your trainer account to access the material. In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. It is written in the same concise way as the previous editions and covering all the facts. These are described in detail.
This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations.
Also the other new and revised concepts of ITIL are covered in this book. Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management.
This will be an invaluable day to day reference for all practitioners. Score: 4. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. Score: 5. Service providers and customers each stand to realize tremendous value from this paradigm shift-if they can take advantage of it. Cloud Computing brings together the realistic, start-to-finish guidance they need to plan, implement, and manage cloud solution architectures for tomorrow's virtualized data centers.
It introduces cloud 'newcomers' to essential concepts, and offers experienced operations professionals detailed guidance on delivering Infrastructure as a Service IaaS , Platform as a Service PaaS , and Software as a Service SaaS. A Memoir of the REV. John Hodgson PDF. Addicted to Danger PDF. Ajurweda dla kobiet PDF. Ako Abdul-samad PDF. Use the right-hand menu to navigate. It is the prerequisite for any further ITIL certifications.
Each question will include 4 possible answers from which you must provide the best answer to the question. Most people have 1 hour to complete the exam. People who are not taking the exam in their native language have an additional 15 minutes to finish and may use a dictionary. Quickly understand key changes and actionable concepts, written by ITIL 4 contributors. You are not required to take an ITIL training course before you sit for the exam, but training is strongly recommended.
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