Index
A
access management
availability management
incident management
monitoring
objectives
purpose
request fulfillment
scope
service operation
accounting
financial management
active monitoring tools
event management
administrative management
agreed service time (AST)
availability
agreed objective
alerts
event management
allocated incident status
application development
vs. application management
application management
vs. application development
roles
service operation
transition planning and support
architecture
change management
configuration management system
configuration service management
definition
service design
assessment
CSI
event impact
event management
financial management
normal change
performance
resources
RFC
risk
service design
service strategy
SLM
supplier management
transition planning and support
assets. See also capabilities; resources; service asset and configuration management
SACM
service design
service transition
assigned incident status
assumptions
business cases
capacity plan
AST. See agreed service time
attributes, PBA
audits
CSI
process owner
SACM
authorization
normal change
service design
automation
capacity management, demand
classification
models
service catalog, demand
service management
service operation
availability
agreed service time
definition
downtime
event management
improving
reliability
resilience
service owner
serviceability
SLA
availability management
access management
downtime
incident management
monitoring
objectives
proactive activities
problem management
processes
purpose
RFC
risk
scope
service continuity management
service lifecycle
service operation
service providers
SKMS
SLA
SLM
SLR
B
backups
baselines
CSI
BCM. See business continuity plan
best practices
ITIL
supplier management
training
BIA. See business impact analysis
BRM. See business relationship management
BRMs. See business relationship managers
budgeting
CSI
financial management
transition planning and support
business capacity management
business cases
assumptions
business impacts
business objectives
financial management
business continuity plan (BCM)
business impacts
business cases
business objectives
business impact analysis (BIA)
ITSCM
business objectives
business cases
business impact
business relationship management (BRM)
processes
purpose
scope
service strategy
SLM
business relationship managers (BRMs)
service owner
SLM
business requirements
capacity plan
design coordination
SDP
SLM
C
CAB. See change advisory board
capabilities
definition
financial management
PBA
service design
service strategy
service transition
value
capacity management
change management
CSI
incident management
infrastructure services
monitoring
objectives
proactive activities
problem management
requirements
service design
service lifecycle
service providers
service transition
SLA
SLM
subprocesses
transition planning and support
capacity management information system (CMIS)
SKMS
capacity plan
assumptions
business requirements
impact
outputs
carbon footprint, service design
catastrophic failure
centralized service desk
change. See also request for change
emergency
problem management
models
record
transition measurement
types
change advisory board (CAB)
ECAB
normal change
RFC
roles
service owner
change management
architectures
CAB roles
capacity management
emergency change
incident management
interfaces with other processes
normal change
objectives
problem management
processes
purpose
release and deployment management
roles
SACM
scope
security
service design
service portfolio
service transition
SLM
solutions
standard change
triggers
types of change
change management system (CMS)
change manager
change schedule (CS)
charging
financial management
CIA. See confidentiality, availability, and integrity
CIs. See configuration items
classification
automation
PBA
closed incident status
cloud, service design
CMDBs. See configuration management databases
CMIS. See capacity management information system
CMMI
CMS. See change management system; configuration management system
COBIT
communication plan, service design
competence, service design roles
component capacity management
confidentiality, availability, and integrity (CIA)
configuration. See also service asset and configuration management
model
records
configuration items (CIs)
categories
configuration management system
description and definition
events
event management
incident management
OLAs
SACM
service lifecycle
configuration management databases (CMDBs)
configuration management system
configuration management system (CMS)
architecture
CIs
CMDBs
normal change
problem management
SACM
service design
SKMS
console management
constraints, service design
contingencies, business cases
continual service improvement (CSI)
assessment
audits
baselines
budgeting
capacity management
cost
governance
major problem review
measurement
metrics
objectives
PDCA
prioritization
problem management
process manager
process owner
purpose
quality management
register
review question answers
roles
scope
service delivery
service design
service lifecycle
service owner
service targets
seven-step improvement process
cost
measurement
scope
SKMS
SLA
SLM
stakeholders
standards
timescales
value
controls
financial management
IT operations control, service operation
processes
SACM
SPM
core services
cost
CSI
seven-step improvement process
services
value
critical success factor (CSF)
CS. See change schedule
CSF. See critical success factor
CSI. See continual service improvement
customers
BRM
IT service providers
processes
services
service catalog
service design
service owner
service strategy
SLM
SLR
as stakeholders
value
customer satisfaction
BRM
measurement
services
SLA
SLM
customer-facing section, service portfolio
D
data gathering, seven-step improvement process
data processing, seven-step improvement process
Data-Information-Knowledge-Wisdom (DIKW)
seven-step improvement process
decision-making
knowledge management
SPM
definitive media library (DML)
release and deployment management
SACM
delivery. See service delivery
demand
automated capacity management
automated service catalog
capacity management
service design
service desk
service strategy
service transition
Deming, W. Edwards
departments
deployment. See release and deployment management
design. See service design
design coordination
business requirements
service design
SLM
desktop management
DIKW. See Data-Information-Knowledge-Wisdom
disaster recovery
divisions
DML. See definitive media library
documentation
emergency change
process owner
service design
downtime
availability
availability management
effects of
ITSCM
MTBF
SLA
E
ECAB. See emergency change advisory board
emergency change
problem management
emergency change advisory board (ECAB)
enabling services
enhancing services
escalation
incidents
service owner
events
definition
impact, assessment
event management
active monitoring tools
alerts
assessment
availability
CIs
licenses
major incidents
measurement
monitoring
objectives
passive monitoring tools
purpose
reports
scope
service operation
SLA
triggers
expanded incident lifecycle
incident management
uptime
Expert, ITIL qualifications scheme
external CIs
external customer-facing services
external customers
external services
external service providers
BRM
financial management
SPM
F
facilities management
service operation
features, objectives
financial capital
financial management
accounting
assessment
budgeting
business cases
capabilities
charging
controls
cycles
external service providers
internal service providers
objectives
problem management
processes, service strategy
purpose
resources
scope
service providers
SLM
fit for purpose
fit for use
follow the sun, service desk
Foundation Level, ITIL qualifications scheme
functions
definition
roles
service management
service operation
VBF
functional escalation, incidents
functional requirements
SDP
service design
G
governance
CSI
service design
service lifecycle
service strategy
groups
H
hierarchic escalation, incidents
Holden, Reed
I
impacts. See also business impact analysis
business
capacity plan
events, assessment
incident prioritization
improvement. See continual service improvement; service improvement plan
incidents
categorization
closure
definition
escalation
expanded incident lifecycle
incident management
uptime
hierarchic escalation
identification
logging
major
event management
hierarchic incident escalation
incident management
problem management
matching
models
prioritization
problem management
record
resolution
SLA
status
incident management
access management
availability management
capacity management
change management
CIs
expanded incident lifecycle
information security
major incidents
objectives
OLAs
prioritization
problem management
processes
purpose
SACM
scope
service design
service desk
service lifecycle
service operation
service owner
service transition
SLA
SLM
timescales
UCs
information security
incident management
policy
SLM
UCs
information security management (ISM)
infrastructure service
capacity management
initial diagnosis, incident management
inputs, processes
interface CIs
Intermediate Level, ITIL qualifications scheme
internal CIs
internal customer-facing services
internal customers
internal services
service owner
internal service providers
automation
financial management
OLAs
SPM
supplier management
investigation and diagnosis, incident management
ISM. See information security management
IT operations control, service operation
IT operations management
IT service, definition
IT service continuity, SLM
IT service continuity management (ITSCM)
BIA
downtime
lifecycle
risk
risk management
service continuity
service lifecycle
solutions
IT service management (ITSM)
definition
SLA
IT Service Management Forum (ITSMF)
IT service providers
customer
types
ITIL
best practices
nonprescriptive
qualifications scheme
Expert
Foundation Level
Intermediate Level
Master
service lifecycle
success
value
vendor neutrality
ITSCM. See IT service continuity management
ITSM. See IT service management
ITSMF. See IT Service Management Forum
K
KEDB. See known error database
key performance indicators (KPIs)
knowledge capture, automation
knowledge management
decision-making
DIKW
objectives
problem management
purpose
scope
service providers
service transition
SKMS
value
knowledge spiral
known error database (KEDB)
problem management
KPIs. See key performance indicators
L
licenses, event management
lifecycle. See service lifecycle
Lifecycle Courses, ITIL qualifications scheme
local service desk
M
maintenance
major incidents
event management
hierarchic incident escalation
incident management
problem management
major problem review, problem management
management information systems and tools, service design
Master, ITIL qualifications scheme
mean time between failures (MTBF)
downtime
mean time between service incidents (MTBSI)
mean time to repair (MTTR)
mean time to restore service (MTRS)
measurability, processes
measurement. See also metrics
automation
change transition
CSI
customer satisfaction
event management
service design
seven-step improvement process
mediation, BRM
metrics
CSI
processes
process owner
services
service design
models
automation
change
configuration
incidents
problems
service management
monitoring
access management
active monitoring tools
event management
automation
availability management
capacity management
event management
passive monitoring tools
event management
performance
process manager
service design
service owner
SLAM
transition planning and support
MTBF. See mean time between failures
MTBSI. See mean time between service incidents
MTRS. See mean time to restore service
MTTR. See mean time to repair
N
Nagle, Tom
negotiation, SLR
Network Operations Center (NOC)
nonadherence, process owner
nonprescriptive, ITIL
normal change
assessment
authorization
CAB
configuration management system
RFC
normal service operation
O
objectives
access management
administrative management
agreed
availability management
BRM
business
capacity management
change management
CSI
event management
features
financial management
incident management
ISM
knowledge management
operations management
problem management
processes
release and deployment management
request fulfillment
SACM
service catalog management
service design
service desk
service operation
service strategy
SLM
SPM
supplier management
technical management
transition planning and support
offshore service desk
OLAs. See operational-level agreements
on hold incident status
open incident status
Operational Support and Analysis, ITIL qualifications scheme
operational-level agreements (OLAs)
CIs
incident escalation
incident management
internal service providers
RACI
SLA
UCs
operations management
objectives
service operation
optimization, automation
organization CIs
organizational readiness assessment, SDP
outcomes
BRM
definition
release and deployment management
services
service design
service transition
outputs
capacity plan
major problem review
processes
service design
solutions
P
packages
release and deployment management
SDP
contents
service catalog management
service transition
partners, service design
passive monitoring tools
event management
pattern of business activity (PBA)
attributes
classification
service management
pattern recognition/analysis, automation
PBA. See pattern of business activity
PDCA. See Plan-Do-Check-Act
people
recruitment
resources
service design
service operation
performance
assessment
monitoring
service owner
service transition
supplier management
Plan-Do-Check-Act (PDCA)
CSI
seven-step improvement process
Planning, Protection, and Optimization, ITIL qualifications scheme
policy
information security
release and deployment management
portfolio. See service portfolio; service portfolio management
presentation, seven-step improvement process
printing
prioritization
automation
CSI
incidents
incident management
problems
transition planning and support
proactive activities
availability management
capacity management
problem management
problems
categorization
closure
definition
detection
investigation and diagnosis
logging
models
prioritization
resolution
problem management
availability management
capacity management
change management
configuration management system
CSI
financial management
incidents
incident management
interfaces
KEDB
knowledge management
major incidents
major problem review
objectives
proactive activities
processes
purpose
reactive activities
release and deployment management
response time
SACM
scope
service continuity management
service design
service strategy
service transition
SLM
workarounds
processes
availability management
BRM
change management
customers
definition
financial management, service strategy
incident management
measurability
metrics
objectives
problem management
request fulfillment
results
service design
service operation
major
other
service strategy
service transition
stakeholders
supplier management
transition planning and support
process manager
resources
service design roles
process model
process owner
documentation
process manager
service design roles
process practitioner
procurement process, service design
products, service design
projected service outage (PSO)
proprietary knowledge
PSO. See projected service outage
purpose
access management
availability management
BRM
change management
CSI
event management
financial management
incident management
ISM
knowledge management
problem management
release and deployment management
request fulfillment
SACM
service catalog management
service operation
service strategy
service transition
SLA
SLM
SPM
supplier management
transition planning and support
utility
Q
quality management
R
RACI. See responsible, accountable, consulted, informed
RAG. See red, amber, and green report
reactive activities, problem management
recruitment
red, amber, and green report (RAG)
redundancy
register, CSI
Release, Control, and Validation, ITIL qualifications scheme
release and deployment management
change management
DML
objectives
outcomes
phases
problem management
purpose
release packages
release policy
scope
service transition
training
warranty
release packages
release policy
reliability
availability
SLA
remediation plan
reports
event management
RAG
service
supplier management
request for change (RFC)
assessment
availability management
CAB
normal change
problem management
request fulfillment
access management
objectives
processes
purpose
scope
service catalog management
service operation
standards
requirements
BRM
business
capacity plan
design coordination
SDP
SLM
capacity management
functional
SDP
service design
PBA
SLR
availability management
SLM
research, service management
resilience
availability
redundancy
resolution and recovery, incident management
resolved incident status
resources
assessment
definition
financial capital
financial management
PBA
people
process manager
process owner
service design
service strategy
service transition
transition planning and support
value
response time
problem management
service design
SLA
responsibilities
BRM
processes
roles
responsible, accountable, consulted, informed (RACI)
OLA
roles
SACM
service design roles
results
processes
value
retired services
service portfolio
return on investment (ROI)
RFC. See request for change
risk
analysis
assessment
availability management
business cases
identifying
ITSCM
release and deployment management
service transition
standard change
supplier management
transition planning and support
risk management
ITSCM
service management
service strategy
ROI. See return on investment
roles
application management
CAB
change management
CSI
definition
functions
processes
RACI
responsibilities
service design
competence
process manager
process owner
process practitioner
RACI
service owner
training
service desk
SIP
technical management
routing, automation
S
SAC. See service acceptance criteria
SACM. See service asset and configuration management
SCMIS. See supplier and contract management information system
scope
access management
availability management
BRM
change management
CSI
seven-step improvement process
event management
financial management
incident management
ISM
knowledge management
problem management
release and deployment management
request fulfillment
SACM
service catalog management
service design
service operation
service strategy
service transition
SLA
SLM
SPM
supplier management
transition planning and support
SDP. See service design package
security
change management
information
incident management
policy
SLM
UCs
ISM
SLA
training
security management information system (SMIS)
SKMS
self-service technology, automation
services
BRM
composition of
core
cost
customers
customer satisfaction
definition
external
metrics
outcomes
relationships
service catalog management
service management
service operation
service strategy
SLA
types
value
service acceptance criteria (SAC), SDP
service asset and configuration management (SACM)
assets
audits
change management
CIs
configuration management system
configuration model
controls
DML
incident management
objectives
problem management
purpose
RACI
scope
service catalog management
service lifecycle
service management processes
service catalog
customers
definition
service owner
service portfolio
two-view
three-view
service catalog management
objectives
purpose
request fulfillment
SACM
scope
SDP
services
service continuity
ITSCM
SLA
SLM
strategy
service continuity management. See also IT service continuity management
availability management
problem management
service owner
service delivery
CSI
process manager
process practitioner
service owner
SLM
service design
architectures
assessment
assets
authorization process
automation
capabilities
capacity management
carbon footprint
change management
cloud
communication plan
configuration management system
constraints
CSI
customers
demand
design coordination
documentation
functional requirements
governance
incident management
key elements
major aspects of
management information systems and tools
measurement
metrics
monitoring
objectives
outcomes
outputs
partners
people
problem management
processes
procurement process
products
purpose
resources
response time
review question answers
roles
competence
process manager
process owner
process practitioner
RACI
service owner
training
scope
service lifecycle
SLA
solutions
strategy
supporting services
TCO
training
transition planning and support
utility
value
warranty
service design package (SDP)
contents
service catalog management
service transition
service desk
centralized
demand
follow the sun
incident escalation
incident management
local
objectives
offshore
organizational structures
roles
service operation
specialized groups
staffing
virtual
service improvement plan (SIP)
roles
SLM
service knowledge information system (SKMS)
availability management
CMIS
configuration management system
CSI
knowledge management
SMIS
service level agreement (SLA)
availability
availability management
building
capacity management
contents
CSI
customer satisfaction
downtime
event management
incident management
ITSM
multilevel structure
OLAs
purpose
reliability
response time
scope
security
services
service continuity
service design
service owner
service providers
SLM
SLR
structuring
supplier management
supporting services
throughput
UCs
versions
service level management (SLM)
assessment
availability management
BRM
BRMs
business requirements
capacity management
change management
CSI
customers
customer satisfaction
design coordination
financial management
incident management
information security
interfacing with other services
IT service continuity
major problem review
objectives
problem management
purpose
review question answers
scope
service delivery
service targets
SIP
SLA
SLR
success criteria
supplier management
users
utility
warranty
service level requirements (SLR)
availability management
customers
negotiation
SLA
SLM
utility
warranty
service lifecycle
availability management
capacity management
CIs
CSI
governance
incident management
ITIL
ITSCM
SACM
SDP
service design
service management
service operation
service strategy
service transition
service management. See also IT service management
automation
best practices of
BPA
definition
functions
industry practices
processes
characteristics
SACM
process model
proprietary knowledge
research
review question answers
risk management
services
service lifecycle
service operation
stakeholders
standards
training
transition planning and support
Service Offerings and Agreements, ITIL qualifications scheme
service operation
access management
application management
automation
availability management
event management
facilities management
functions
incident management
IT operations control
objectives
operations management
organizing for
overlapping responsibilities
people
purpose
request fulfillment
review question answers
scope
services
service desk
service lifecycle
service management
technical management
value
service operational acceptance plan, SDP
service owner
CAB
service design roles
service pipeline, service portfolio
service portfolio
change management
customer-facing section
retired services
service catalog
service pipeline
service providers
service strategy
service transition
value
service portfolio management (SPM)
external service providers
internal service providers
objectives
purpose
scope
service owner
service strategy
value
service providers. See also external service providers; internal service providers
availability management
BRM
capacity management
definition
financial management
knowledge management
service portfolio
service strategy
service transition
SLA
suppliers
service reports
supplier management
service requests, automation
service strategy
assessment
BRM
capabilities
customers
demand
financial management processes
governance
objectives
problem management
processes
purpose
resources
review question answers
risk management
scope
services
service lifecycle
service portfolio
service providers
SPM
stakeholders
utility
value
warranty
service targets
CSI
SLM
service transition
assets
capabilities
capacity management
change management
demand
incident management
knowledge management
outcomes
performance
problem management
processes
purpose
release and deployment management
resources
review question answers
risk
SACM
scope
SDP
service portfolio
service providers
stakeholders
transition planning and support
value
serviceability
seven-step improvement process
analysis
data gathering
data processing
DIKW
implementation
measurement
PDCA
presentation
strategy
SFIA. See Skills Framework for the Information Age
shared services unit
single point of contact (SPOC)
SIP. See service improvement plan
Six Sigma
Skills Framework for the Information Age (SFIA)
SKMS. See service knowledge information system
SLA. See service level agreement
SLA monitoring chart (SLAM)
SLAM. See SLA monitoring chart
SLM. See service level management
SLR. See service level requirements
SMIS. See security management information system
solutions
change management
ITSCM
outputs
service design
sourcing strategy, SDP
speed to market
SPM. See service portfolio management
SPOC. See single point of contact
stakeholders
CSI
processes
process practitioner
release and deployment management
SDP
service management
service owner
service strategy
service transition
transition planning and support
standards
CSI
process owner
request fulfillment
service management
service owner
supplier management
transition planning and support
standard change
strategy. See also service strategy
service continuity
service design
seven-step improvement process
success criteria, SLM
suppliers
categorization
service design
service providers
as stakeholders
supplier and contract management information system (SCMIS)
supplier management
assessment
best practices
definition
internal service providers
objectives
performance
processes
purpose
risk
scope
service reports
SLA
SLM
standards
UCs
value
supporting services. See also infrastructure service
service design
SLA
T
targets. See service targets
TCO. See total cost of ownership
teams
technical management
objectives
roles
service operation
transition planning and support
technology metrics
three-view service catalog
throughput, SLA
timescales
CSI
incident management
total cost of ownership (TCO)
service design
traffic light system
training
best practices
release and deployment management
security
service design
service design roles
service management
transition planning and support. See also service transition
application management
assessment
budgeting
capacity management
monitoring
objectives
prioritization
processes
purpose
resources
risk
scope
service design
service management
stakeholders
standards
technical management
triggers
change management
event management
processes
standard change
two-view service catalog
U
underpinning contracts (UCs)
definition
incident escalation
incident management
information security
OLAs
SLA
SLM
supplier management
uninterruptible power supply (UPS)
uptime
urgency, incident prioritization
users
SLM
as stakeholders
utility
definition
purpose
release and deployment management
service design
service strategy
SLM
SLR
V
value
calculation
capabilities
changes
components
cost
CSI
customers
features
ITIL
knowledge management
resources
results
services
service design
service operation
service portfolio
service strategy
service transition
SPM
supplier management
VBF. See vital business function
vendors
neutrality
service design
versions, SLA
virtual service desk
vital business function (VBF)
W
warranty
definition
release and deployment management
service design
service strategy
SLM
SLR
workarounds, problem management
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