ITIL 4 SCM flashcards
ITIL 4 SCM · Build recall with a focused review session.
33 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Value stream
- A combination of value chain activities and practices that produces a specific outcome for a defined consumer, mapped per service or product rather than per department.
- Flow efficiency
- Touch time divided by lead time, expressed as a percentage; it shows how much of the elapsed time work is actively progressed rather than waiting.
- Lead time
- Total elapsed time from the triggering demand to the delivered outcome, including all queues, handoffs, and waiting periods in the value stream.
- Service value chain
- Six activities - Plan, Improve, Engage, Design and Transition, Obtain/Build, Deliver and Support - combined with practices to form value streams.
- Utility and warranty
- Utility is fit for purpose, the functional outcomes a service supports; warranty is fit for use, covering availability, capacity, continuity, and security assurance.
- Build versus buy
- A decision weighing strategic differentiation, total cost of ownership, time to market, capability maturity, compliance risk, and exit or portability risk.
- Waste in value streams
- Non-value-adding steps such as handoffs, queues, rework, excess approval layers, duplicate data capture, and controls that do not change the work item's state.
- Practice
- A set of organizational resources designed for performing work or accomplishing an objective; ITIL 4 defines 34 practices across three management categories.
- Major incident
- An incident with significant business impact requiring a separate escalation path, a dedicated team, and a defined stakeholder communication cadence until resolution.
- Error control
- The problem management phase that manages known errors through to permanent resolution, including assessing and closing them once fixes are deployed.
- Standard change
- A low-risk, pre-authorized change with a defined trigger and procedure that does not require individual assessment and authorization each time.
- Service desk role
- The single point of contact between the service provider and users, owning incident logging, communication, and user satisfaction while resolution may sit elsewhere.
- Continual improvement model
- A seven-step cycle: vision, current position, target position, how to get there, take action, did we get there, and keep momentum.
- Service level management
- The practice that negotiates service level agreements, monitors performance against them, and reports results to support consumer and provider decision-making.
- Release versus deployment
- A release makes a service or component available for use; deployment moves it into the live environment, possibly to only a subset of users.
- Blue-green deployment
- A pattern running two identical environments where traffic switches to the new version, allowing fast rollback by switching back if defects appear.
- Shift left
- Moving work such as testing, security checks, and known-error resolution earlier in the value stream to reduce the cost of correction.
- Priority from impact and urgency
- Priority is derived from impact multiplied or combined with urgency; priority then sets response and resolution targets rather than the reverse.
- Business service catalogue
- The consumer-facing view of services describing outcomes, available offerings, and ordering information, kept consistent with the technical service catalogue.
- Service request workflow
- Pre-defined, low-risk, repeatable requests fulfilled through automated workflows; requests that alter the environment route to change enablement instead.
- Definition of done
- Criteria confirming a service is complete: consumer outcomes met, warranty verified, monitoring and support in place, knowledge published, staff trained.
- Four dimensions
- Organizations and people, information and technology, partners and suppliers, and value streams and processes; all four must be balanced for effective service management.
- CMDB integrity
- Achieved through defined configuration item scope, ownership, automated discovery where possible, and reconciliation rules; an unmaintained CMDB becomes a liability.
- Automation selection rule
- Automate high-volume, rule-based, low-judgment tasks first; retain human judgment for exceptions, risk acceptance, and consumer-facing negotiation.
- Observability
- The capability to infer internal system state from logs, metrics, and traces, enabling faster diagnosis and reducing mean time to restore service.
- Information security triad
- Confidentiality, integrity, and availability; controls must be proportionate to risk and applied across the value stream, including supplier components.
- Capture data once
- An integration principle: data is recorded at its source and shared through interfaces, since duplicate manual entry creates waste and defects.
- Capacity versus performance
- Capacity is the resource available to meet demand; performance is the measured outcome; forecasting and thresholds connect the two before breaches occur.
- Supplier segmentation
- Classifying suppliers by value and risk so strategic suppliers get joint governance and roadmaps while commodity suppliers get standardized contracts and reviews.
- Service financial management
- Budgeting, accounting, and charging that link cost to services, enabling evidence-based decisions on investment, pricing, and service retirement.
- Improvement register
- A record of improvement opportunities with owner, expected benefit, and status; unowned entries are deprioritized or formally closed.
- Risk treatment options
- Treat, tolerate, transfer, or terminate a risk, with each risk recorded with likelihood, impact, and owner and reviewed at defined intervals.
- Practices per value chain activity
- Each value chain activity draws on specific practices, for example Deliver and Support relies on incident, problem, service request, and service desk practices.