Bash, the Crucial Exams Chat Bot
AI Bot
Key Concepts of Service Management (ITIL 4) Flashcards
ITIL 4 Foundation Flashcards
Study our Key Concepts of Service Management (ITIL 4) flashcards for the ITIL 4 Foundation exam with 35+ flashcards. View as flashcards, a searchable table, or as a fun matching game.
| Front | Back |
| Access right | Permission for a user or consumer to use a service or a component of a service |
| Capability | An intangible ability of an organization person process application or team to carry out an activity |
| Change | Addition modification or removal of anything that could affect services |
| Configuration item | Any component that needs to be managed to deliver an IT service including infrastructure applications documentation and personnel |
| Continual improvement | Ongoing activities to improve products services and practices to meet changing requirements and increase value |
| Cost | Monetary amount spent to deliver operate and improve a service including resources and capabilities |
| Customer | The person or organization that defines service requirements and is the recipient of the service |
| Good | A tangible component of a service offering such as hardware or packaged software |
| Incident | An unplanned interruption or reduction in quality of a service |
| Key performance indicator | KPI metric used to evaluate the effectiveness or performance of a service or process |
| OLA | An agreement between internal groups supporting a service that defines their responsibilities and performance targets |
| Outcome | The result for a stakeholder enabled by one or more outputs |
| Outcomes vs Outputs | Outputs are deliverables; outcomes are stakeholder effects and value realized |
| Output | An output is a tangible or intangible deliverable produced by an activity or service |
| Problem | The cause of one or more incidents or a potential cause of incidents |
| RACI model | A responsibility assignment framework listing Responsible Accountable Consulted and Informed roles |
| Resource | A tangible component like people technology or information used to deliver services |
| Risk | Possible event or condition that could affect the achievement of objectives causing positive or negative effects |
| Service | A means of enabling value for customers by facilitating outcomes customers want to achieve without the customer having to manage specific costs and risks |
| Service asset | Anything that contributes to the delivery of services such as people processes information and technology |
| Service catalogue | Records of available services with details intended for customers and users |
| Service consumer | A person or organization that uses a service |
| Service offering | A description of one or more services and their associated goods access rights and service actions |
| Service provider | An organization that provides one or more services to one or more service consumers |
| Service relationship | The interactions between a service provider and a service consumer focused on value co creation |
| Service value chain | Operational model within the service value system that defines key activities required to respond to demand and facilitate value creation |
| Service value system | Model describing how all components and activities work together to facilitate value creation through IT enabled services |
| SLA | An agreement between a service provider and a customer that documents service targets and responsibilities |
| Sponsor | Person or group that provides financial resources for services and ensures business justification |
| Stakeholder | Any person or organization that has an interest in an organization services or service management |
| User | Person who uses a service to perform their job tasks |
| Utility | The functionality offered by a product or service to meet a need; what it does |
| Value co creation | The joint activities by provider and consumer that create value from services |
| Value of a service | Perceived benefits usefulness and importance of a service to a stakeholder |
| Warranty | Assurance that a product or service will meet agreed requirements such as availability capacity continuity and security |
About the Flashcards
Flashcards for the ITIL 4 Foundation exam cover core service management terms and concise definitions commonly tested on the exam. Cards reinforce distinctions such as outputs versus outcomes, utility and warranty, and the roles of customers, users, sponsors, service providers, and other stakeholders. Entries also clarify service offerings, goods, access rights, and the nature of service relationships that enable value co-creation.
Operational models and common practices are summarized for quick review: the service value system and service value chain, configuration items, incidents, problems, and change control, plus continual improvement. Cards also cover assets, resources and capabilities, cost and risk, SLAs and OLAs, RACI assignments, and key performance indicators.
Topics covered in this flashcard deck:
- Service concepts and terms
- Value, outcomes, outputs
- Roles and stakeholders
- Service value system
- Incidents, problems, change
- SLAs, OLAs, KPIs