CIAN Basic Certificate cheat sheet

ITSM is a set of specialized organizational capabilities for enabling value to customers in the form of services.

A service is a means of enabling value co-creation by facilitating outcomes customers want, without the customer owning specific costs and risks.

A configuration item (CI) is any component that needs to be managed in order to deliver an IT service; CIs are recorded in the configuration management system.

The four dimensions of service management are organizations and people, information and technology, partners and suppliers, and value streams and processes.

Utility is fit for purpose (what the service does); warranty is fit for use (how well it performs: availability, capacity, security, continuity).

A value stream is a series of steps an organization undertakes to create and deliver products and services to consumers.

A process is a set of interrelated or interacting activities that transform inputs into outputs; it defines WHAT is done, not WHO does it.

A function is a team or group of people and the tools they use that carry out one or more processes or activities.

Internal and external customers both consume services; external customers are outside the organization, internal customers are within it.

A service relationship is the cooperation between a service provider and a service consumer, including service provision, service consumption, and service relationship management.

The service consumer roles are customer (defines requirements and takes responsibility for outcomes), user (uses the service), and sponsor (authorizes the budget).

Value is co-created through the interaction of the provider and the consumer; the provider does not create value alone.

Outcomes are results enabled for a stakeholder; outputs are tangible or intangible deliverables that may or may not lead to outcomes.

The service value chain has six activities: plan, improve, engage, design and transition, obtain/build, and deliver and support.

The service value system (SVS) components are guiding principles, governance, the service value chain, practices, and continual improvement.

Guiding principles include focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate.

Cost and risk are transferred from the consumer to the provider through service consumption; the provider's value proposition must cover both.

A product is a configuration of resources designed to offer value; services are realized through products and resources.

Service design coordinates people, processes, products, and partners to convert service strategy into a workable service solution.

The four Ps of service design are people, processes, products, and partners.

Service level agreements (SLAs) document agreed service levels between a provider and a customer; operational level agreements (OLAs) support SLAs internally.

Underpinning contracts (UCs) are agreements with external suppliers that support the delivery of services.

A service catalogue is a structured document containing information about all live services; it may have a business-facing and a technical view.

Release management moves new or changed services into the live environment; deployment moves components to a specific location.

A standard change is a low-risk, pre-authorized change that follows a defined procedure; a normal change requires assessment and authorization.

An emergency change is implemented as soon as possible to resolve a major incident or security issue, with retrospective authorization.

Change enablement aims to maximize the number of successful service and product changes by ensuring risks are properly assessed.

An incident is an unplanned interruption to a service or reduction in the quality of a service; incidents are resolved, not root-caused.

A problem is a cause, or potential cause, of one or more incidents; problem management identifies root causes and workarounds.

A workaround is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

The incident management process goal is to restore normal service operation as quickly as possible and minimize adverse impact on business operations.

A service request is a user-initiated request for something, such as a password reset or information, handled by request fulfillment.

Major incident is an incident with significant business impact that requires a separate, escalated management process.

The service desk is the single point of contact (SPOC) between the service provider and users for day-to-day activities.

The known error database (KED) stores details of problems and their workarounds for faster incident resolution.

Access management grants authorized users the right to use a service while preventing access to non-authorized users.

Continual improvement aligns services with changing business needs by identifying and implementing improvements to products, services, and practices.

The continual improvement model steps are: what is the vision, where are we now, where do we want to be, how do we get there, take action, and did we get there.

A key performance indicator (KPI) is a metric that measures critical success factors; CSFs are the things that must go well for a process to succeed.

A metric is a measurement of a system or process; a measurement is the value assigned to a metric at a point in time.

The Deming cycle (PDCA) is Plan-Do-Check-Act, a four-step cycle for continual improvement.

Leading indicators predict future performance; lagging indicators report on past performance.

The balanced scorecard measures performance across four perspectives: financial, customer, internal processes, and learning and growth.

Trend analysis examines data over time to identify patterns and anticipate future behavior.

The improvement register records and prioritizes improvement opportunities and their status.

Governance is the means by which an organization is directed and controlled; it evaluates, directs, and monitors.

The three governance activities are evaluate, direct, and monitor (EDM); they set direction and ensure compliance.

Risk is the possible occurrence of an event that could cause harm or loss, or affect the ability to achieve objectives; it is measured by likelihood and impact.

Risk management identifies, assesses, and controls risks; risk treatment options include avoid, mitigate, transfer, and accept.

Compliance means conforming to a rule such as a policy, standard, law, or regulation; non-compliance can carry legal and financial penalties.

A policy is a set of guidelines and rules that govern behavior; a standard defines mandatory requirements; a procedure describes steps to accomplish a task.

The three lines of defense model: operational management (first line), risk and compliance functions (second line), and internal audit (third line).

Information security management preserves confidentiality, integrity, and availability (the CIA triad) of information.

Separation of duties and least privilege are access controls that reduce the risk of fraud and unauthorized access.