Tag: ITIL V 4

The functionality offered by a service to meet a particular need Assurance that a service will meet agreed requirements The amount of money spent on a specific activity or resource The perceived benefits, usefulness, and importance of something The functionality offered by a service to...

Organizations and people Information and technology Partners and suppliers Value streams and processes Organizations and people The organization and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation,...

Incidents Problems Events Requests Events An event is any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.

The frequency of the customer’s requests for service delivery The consumer demand for the service The time needed to realistically deliver the service The service levels of the supplier The time needed to realistically deliver the service The expectations of users regarding fulfilment times should...

Organizations and people Information and technology Partners and suppliers Value streams and processes Value streams and processes Value stream is a series of steps an organization undertakes to create and deliver products and services to consumers. Process is a set of interrelated or interacting activities...

Measuring the performance over the first six months and basing a solution on the results Asking customers to provide numerical targets that meet their needs Asking customers open-ended questions to establish their requirements Using operational data to provide detailed service reports Asking customers to provide...

To establish and nurture the links between the organization and its stakeholders To align the organization’s practices and services with changing business needs To set clear business-based targets for service performance To support the agreed quality of a service handling for all agreed, user-initiated service...

Service requests are part of normal service delivery Complaints can be handled as service requests Service requests result from a failure in service Normal changes should be handled as service requests 1 and 2 2 and 3 3 and 4 1 and 4 1 and...

Progress iteratively with feedback Focus on value Think and work holistically Keep it simple and practical Keep it simple and practical The purpose of keep it simple and practical is to always use the minimum number of steps to accomplish an objective.

A service request A configuration item (CI) An incident An IT asset A configuration item (CI) A configuration item is any component that needs to be managed in order to deliver an IT service.