ITILFIND03: Generic Concepts and Definitions – this topic requires that the students demonstrate an understanding of some key terminologies and describe the major concepts of service management. They should be able to describe the following major ideas:

• • Utility and warranty, assets, capabilities, and resources, as well as service portfolio and service catalog;• Governance, business case, risk management, service provider, and supplier;• Service-level and operational-level agreement as well as underpinning contract;• Service knowledge management system, availability, and service design package;• Configuration management system and configuration item;• Definitive media library, change and change types, event, alert, as well as incident;• Impact, urgency, priority, and service request;• Problem, workaround, known error, along with a known error database;• Role of communication within service operation, release policy, and types of services;• Change proposals, CSI register, outcomes, and a pattern of business activities;• Customers, users, as well as a deming cycle.

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ITIL is a framework for managing the delivery of the IT services around the world. It is a model for their lifecycle that recommends particular activities and processes from the development, design, delivery, as well as support of these services. Most companies adopt this framework to ensure that the delivery of their services aligns with a set of well-defined and consistent processes that include best practices. You need to understand that besides improving their delivery, these practices bring the best level of service to the users and reduce the cost of its development and deployment.

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