ITIL 4 MP flashcards
ITIL 4 MP · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Swarming
- A technique in which a group of people with the relevant skills works together on an incident or task until it is resolved, replacing tiered escalation and reducing handoffs and delay.
- Deployment versus release
- Deployment moves a component into a live environment, while release makes it available to users; the two can be separated, for example by using feature toggles.
- Service desk
- The single point of contact between the service provider and its users, capturing demand, resolving incidents and requests, and keeping users informed of progress.
- Change enablement
- The practice of maximizing successful service and product changes by assessing risk, authorizing changes, and managing the change schedule and change models.
- Known error
- A problem that has a documented root cause and a workaround, recorded so that future related incidents can be diagnosed and resolved more quickly.
- Standard change
- A low-risk, pre-authorized change that follows a predefined procedure and does not need separate authorization each time it is implemented.
- Shift left
- Moving activities such as testing, security checks and defect detection earlier in the value stream, where defects are cheaper and quicker to correct.
- Minimum viable product
- The smallest version of a product that delivers enough value to be released, so that real user feedback can guide further development.
- Customer journey
- The end-to-end sequence of stages a customer passes through when engaging with a service provider, used to design and improve the overall experience.
- Moment of truth
- Any interaction point where a customer forms a judgement about the service provider; such moments disproportionately shape the perceived service experience.
- Utility and warranty
- Utility is fit for purpose, the functionality the service provides; warranty is fit for use, the assurance of availability, capacity, security and continuity.
- Net Promoter Score
- A loyalty metric calculated as the percentage of promoters scoring 9 or 10 minus the percentage of detractors scoring 0 to 6, ranging from −100 to +100.
- Customer effort score
- A measure of how much effort a customer had to expend to get a request or issue resolved; lower effort indicates a better service experience.
- Service level agreement
- A documented agreement between a service provider and a customer that identifies the services required and the agreed service level targets.
- Service consumer roles
- Customer, who defines requirements and owns outcomes; user, who consumes the service day to day; sponsor, who authorizes and pays for the service.
- Onboarding
- The activities that give new users or customers access, knowledge and clear expectations so they can start using a service effectively.
- VUCA
- An acronym for volatility, uncertainty, complexity and ambiguity, describing the turbulent and unpredictable conditions in which high-velocity organizations operate.
- High-velocity IT objectives
- The five objectives defined in ITIL 4 High-velocity IT: valuable investments, fast development, resilient operations, co-created value and assured conformance.
- Cynefin framework
- A sense-making model with clear, complicated, complex, chaotic and confusion domains, each calling for a different response such as probe–sense–respond in complex.
- Error budget
- The amount of unreliability a service can tolerate, typically 100% minus its service level objective; spending it permits faster change, exhausting it triggers reliability work.
- Chaos engineering
- Deliberately introducing controlled failures into a live or test system to test its resilience and build confidence before real failures occur.
- Blameless post-incident review
- A structured review of an incident that focuses on systemic conditions and learning rather than individual blame, so people report facts openly.
- Canary release
- Releasing a new version to a small subset of users or traffic first, monitoring results, then widening exposure or rolling back if problems appear.
- Feature toggle
- A runtime switch that enables or disables functionality without redeploying code, decoupling deployment from release and enabling experiments and rapid rollback.
- Evaluate, direct, monitor
- The three governance activities: evaluate the organization's needs and options, direct strategy and policy, and monitor performance and conformance against them.
- Continual improvement model
- A seven-step ITIL model: what is the vision, where are we now, where do we want to be, how do we get there, take action, did we get there, how do we keep momentum.
- Continual improvement register
- A record of improvement opportunities, each with description, owner, status and estimated value, used to prioritize and track improvement work.
- Leading and lagging indicators
- Leading indicators predict future performance and allow early corrective action; lagging indicators confirm results only after the fact.
- Risk treatment options
- The four ways of responding to an assessed risk: avoid the activity, modify the risk, share or transfer it, or retain and accept it.
- Residual risk
- The level of risk remaining after existing controls and treatments have been applied, as opposed to inherent risk before any controls.
- RACI model
- A responsibility assignment matrix in which responsible parties do the work, one party is accountable, others are consulted for input, and others are informed.
- Critical success factor
- The few things that must go well for an organization or initiative to succeed; key performance indicators are used to measure progress against them.