Ch.6 Flashcards
Asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
Availability
The ability of an IT service or other configuration items to perform its agreed function when required.
Capacity and performance management practice
Ensures that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Event
Any change of state that has significance for the management of a service or other CI (configuration item).
Incident
An unplanned interruption to a service or reduction in the quality of service.
Information security management practice
Protects the information needed by the organization to conduct its business.
Relationship management practice
Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.
Release
A version of a service or other CI (configuration item)—or a collection of Cis—that’s made available for use.
Service desk practice
Captures demand for incident resolution and service requests.
Service request management practice
Supports the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Service-level agreement
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Service-level management practice
Sets clear business-based targets for service levels and ensures that delivery of services is properly assessed, monitored, and managed against these targets.
Supplier management practice
Ensures that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.
