Definitions Flashcards
(211 cards)
1
Q
A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders
A
acceptance criteria
2
Q
An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and time-boxing. There are several specific methods (or frameworks) such as Scrum, Lean, and Kanban.
A
Agile
3
Q
The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another
A
architecture management pracitce
4
Q
A database or list of assets, capturing key attributes such as ownership and financial value
A
asset register
5
Q
The ability of an IT service or other configuration item to perform its agreed function when required
A
availability
6
Q
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users
A
availability management practice
7
Q
A report or metric that serves as a starting point against which progress or change can be assessed
A
baseline
8
Q
A way of working that has been proven to be successful by multiple organizations
A
best practice
9
Q
The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights
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big data
10
Q
The practice of analyzing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders.
A
business analysis practice
11
Q
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues
A
business case
12
Q
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies
A
business impact analysis (BIA)
13
Q
A role responsible for maintaining good relationships with one or more customers
A
business relationship manager (BRM)
14
Q
An interaction with the service desk. This could result in an incident or a service request being logged
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call
15
Q
An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions
A
call/contact center
16
Q
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
A
capability
17
Q
The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
A
capacity and performance management practice
18
Q
The activity of creating a plan that manages resources to meet demand for services
A
capacity planning
19
Q
The addition, modification, or removal of anything that could have a direct or indirect effect on services
A
change
20
Q
A person or group responsible for authorizing a change
A
change authority
21
Q
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule to maximize the number of successful IT changes
A
change control practice
22
Q
A repeatable approach to the management of a particular type of change
A
change model
23
Q
A calendar that shows planned and historical changes
A
change schedule
24
Q
The activity that assigns a price for services
A
charging
25
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort of provider interaction
cloud computing
26
The act of ensuring that a standard or set of guidelines is followed or that proper, consistent accounting or other practices are being employed
compliance
27
A security objective that ensures information is not made available or disclosed to unauthorized entities
confidentiality
28
An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.
configuration
29
Any component that needs to be managed to deliver an IT service
configuration item (CI)
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A database used to store configuration records throughout their life-cycle. The CMDB also maintains the relationships between configuration records
configuration management database (CMDB)
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A set of tools, data, and information that is used to support service configuration management
configuration management system (CMS)
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A record containing the details of a configuration item (CI). Each configuration record documents the lifecycle of a single CI. Configuration records are stored in a configuration management database.
configuration record
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The practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
continual improvement practice
34
An integrated set of practices and tools used to merge developers' code, build and test the resulting software, and package it so that it is ready for deployment
continuous integration/continuous delivery (CI/CD)
35
The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.
control
36
The amount of money spent on a specific activity or resource.
cost
37
A business unit or project to which costs are assigned.
cost center
38
A necessary precondition for the achievement of intended results
critical success factor (CSF)
39
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices
culture
40
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
customer
41
The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.
customer experience (CX)
42
A real-time graphical representation of data
dashboard
43
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders expectations
deliver and support
44
Input to the service value system based on opportunities and needs from internal and external stakeholders
demand
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The movement of any service component into any environment
deployment
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The practice of moving new or changed hardware, software, documentation processes, or any other service component to live environments
deployment management practice
47
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market
design and transition
48
A practical and human-centered approach used y product and service designers to solve complex problems and find practial and creative solutions that meet the needs of an organization and its customers
design thinking
49
An environment used to create or modify IT services or application
development environment
50
An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, lean, measurement, and sharing (CALMS).
DevOps
51
The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role.
digital transformation
52
A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management
disaster recovery plans
53
Something that influences strategy, objects, or requirements.
driver
54
A measure of whether the objectives of a practice, service or activity have been achieved
effectiveness
55
A measure of whether the right amount of resources have been used by a practice, service, or activity
efficiency
56
A change that must be introduced as soon as possible
emergency change
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The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with stakeholders
engage
58
A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Can also mean the external conditions that influence or affect something
environment
59
A flaw or vulnerability that may cause incidents
error
60
Problem management activities used to manage known errors.
error control
61
The act of sharing awareness or transferring ownership of an issue or work item.
escalation
62
Any change of state that has significance for the management of a service or other configuration item.
event
63
A customer who works for an organization other than the service provider
external customer
64
A loss of ability to operate to specification, or to deliver the required output or outcome
failure
65
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system
feedback loop
66
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services
four dimensions of service management
67
The means by which an organization is directed and controlled.
governance
68
A unique name that is used to identify and grant system access rights to a user, person, or role.
identity
69
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management
improve
70
An unplanned interruption to a service or reduction in the quality of a service
incident
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The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
incident management
72
One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system
information and technology
73
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information
information security management practice
74
A security objective that ensures information is only modified by authorized personnel activities
integrity
75
A customer who works for the same organization as the service provider
internal customer
76
The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity.
Internet of Things
77
Any valuable component that can contribute to the delivery of an IT product or service
IT asset
78
The practice of planning and managing the full life-cycle of all IT assets
IT asset management practice
79
All the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage and support IT services
IT infrastructure
80
A service based on the use of information technology
IT service
81
Best-practice guidance for IT service management
ITIL
82
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
ITIL guiding principles
83
An operating model for service providers that covers all the key activities required to effectively manage products and services
ITIL service value chain
84
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
Kanban
85
An important metric used to evaluate the success in meeting an objective
key performance indicator (KPI)
86
The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization
knowledge management practice
87
A problem that has been analyzed but has not been resolved.
known error
88
An approach that focuses on improving workflows by maximizing value through the elimination of waste
Lean
89
The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity
lifecycle
90
Refers to a service or other configuration item operating in the live environment
live
91
A controlled environment used in the delivery of IT services to service consumers
live environment, or production environment
92
The ease with which a service or other entity can be repaired or modified
maintainability
93
An incident with significant business impact, requiring an immediate coordinated resolution
major incident
94
Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives
management system
95
A measure of the reliability, efficiency and effectiveness of an organization, practice, or process
maturity
96
A metric of how frequently a service or other configuration item fails.
mean time between failures (MTBF)
97
A metric of how quickly a service is restored after a failure
mean time to restore service (MTRS)
98
The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty
measurement and reporting
99
A measurement or calculation that is monitored or reported for management and improvement
metric
100
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
minimum viable product (MVP)
101
A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done.
mission statement
102
A representation of a system, practice, process, service, or other entity that is used to understand and predict its behavior and relationships
model
103
The activity of creating, maintaining, and utilizing models
modelling
104
Repeated observation of a system, practice, process, service or other entity to detect events and to ensure that the current status is known
monitoring
105
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events
monitoring and event management practice
106
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications
obtain/build
107
The routine running and management of an activity, product, service, or other configuration item
operation
108
The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as values, pumps, etc...
operational technology
109
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
organization
110
The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes
organizational change management practice
111
The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences
organizational resilience
112
The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks
organizational velocity
113
One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
organizations and people
114
A result for a stakeholder enabled by one or more outputs
outcome
115
A tangible or intangible deliverable of an activity
output
116
The process of having external suppliers provide products and services that were previously provided internally
outsourcing
117
One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services
partners and suppliers
118
A relationship between two organizations that involves working closely together to achieve common goals and objectives
partnership
119
A measure of what is achieved or delivered by a system, person, team, practice, or service.
performance
120
A test implementation of a service with a limited scope in a live environment
pilot
121
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
122
Formally documented management expectations and intentions, used to direct decisions and activities
policy
123
The practice of ensuring that an organization has the right mix of programs, projects, products, and services to execute its strategy within its funding and resource constraints
portfolio management practice
124
A review after the implementation of a change, to evaluate success and identify opportunities for improvement
post-implementation review (PIR)
125
A set of organizational resources designed for performing work or accomplishing an objective
practice
126
A cause, or potential cause, of one or more incidents
problem
127
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workaround and known errors.
problem management practice
128
A documented way to carry out an activity or a process
procedure
129
A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies.
process
130
A configuration of an organization's resources designed to offer value for a consumer
product
131
A set of related projects and activities, and an organization structure created to direct and oversee them
program
132
A temporary structure that is created for delivering one or more outputs (or products) according to an agreed business case
project
133
The practice of ensuring that all of an organization's projects are successfully delivered
project management practice
134
An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort
quick win
135
A document stating results achieved and providing evidence of activities performed
record
136
The activity of returning a configuration item to normal operation after a failure
recovery
137
The point to which information used by an activity must be restored to enable the activity to operate on resumption.
recovery point objective (RPO)
138
The maximum acceptable period following a service disruption that can elapse before the lack of business functionality severely impacts the organization
recovery time objective (RTO)
139
The practice of establishing and nurturing links between an organizational and its stakeholders at strategic and tactical levels.
relationship management practice
140
A version of a service or other configuration item, or a collection of configuration items, that is made available for use
release
141
The practice of making new and changed services and features available for use
release management practice
142
The ability of a product, service, or other configuration item to perform its intended function for a specified period or number of cycles.
reliability
143
A view of the service catalog, providing details on service requests for existing and new services, which is made available for the user.
request catalog
144
A description of a proposed change used to initiate change control
request for change (RFC)
145
The action of solving an incident or problem
resolution
146
A person, or other entity, that is required for the execution of an activity or the achievement of an objective.
resource
147
The act of permanently withdrawing a product, service, or other configuration item from use
retire
148
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes
risk
149
An activity to identify, analyze, and evaluate risks
risk assessment
150
The practice of ensuring that an origination understands and effectively handles risks
risk management practice
151
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
service
152
A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service
service architecture
153
Structured information provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service
service architecture
154
Structured information about all the services and service offerings of a service provider, relevant for a specific target audience
service catalog
155
The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience
service catalog management practice
156
The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed
service configuration management practice
157
Activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required)
service consumption
158
The practice of ensuring that service availability and performance are maintained at a sufficient level in the event of a disaster.
service continuity management practice
159
The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem
service design practice
160
The point of communication between the service provider and its users
service desk
161
The practice of capturing demand for incident resolution and service requests
service desk practice
162
The practice of supporting an organization's strategies and plans for service management by ensuring that the organization's financial resources and investments are being used effectively
service financial management practice
163
A set of measurable parameters defining expected or achieved service quality
service level
164
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
service level agreement (SLA)
165
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against the targets
service level management practice
166
A set of specialized organizational capabilities for enabling value for customers in the form of services.
service management
167
A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.
service offering
168
A role that is accountable for the delivery of a specific service
service owner
169
A complete set of products and services that are managed throughout their life-cycles by an organization
service portfolio
170
A role performed by an organization in a service relationship to provide services to consumers
service provider
171
Activities performed by an organization to provide services. It includes management of resources, configured to deliver the service, access to these resources for users, fulfillment of the agreed service actions, service performance management, and continual improvement. It may also include the supply of goods.
service provision
172
A cooperation between a service provider and service consumer. Service relationships include service provision, service, consumption, and service relationship management.
service relationship
173
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
service relationship management
174
A request from a user or user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery
service request
175
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
service request management practice
176
The practice of ensuring that new or changed products and services meet defined requirements
service validation and testing practice
177
A model representing how all the components and activities of an organization work together to facilitate value creation
service value system (SVS)
178
The practice of ensuring that applications meet stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability
software development and management practice
179
The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary
sourcing
180
A documented description of the properties of a product, service, or other configuration item.
specification
181
A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative
sponsor
182
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
stakeholder
183
A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject
standard
184
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization
standard change
185
A description of the specific states an entity can have at a given time
status
186
The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals
strategy management practice
187
A stakeholder responsible for providing services that are used by an organization
supplier
188
The practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
supplier management practice
189
A team with the responsibility to maintain normal operations, address users' requests, and resolve incidents and problems related to specified products, services, or other configuration items.
support team
190
A combination of interacting elements organized and maintained to achieve one or more stated purposes
system
191
A holistic approach to analysis that focuses on the way that a system's constituent parts work, interrelate, and interact over time, and within the context of other systems
systems thinking
192
The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer
technical debt
193
A controlled environment established to test products, services and other configuration items
test environment
194
A stakeholder external to an organization
third party
195
A measure of the amount of work performed by a product, service, or other system over a given period if time.
throughput
196
A unit of work consisting of an exchange between two or more participants or systems
transaction
197
A technique using realistic practical scenarios to define functional requirements and to design tests.
use case
198
A person who uses services
user
199
The functionality offered by a product or service to meet a particular need
utility
200
Functional requirements which have been defined by the customer and are unique to a specific product
utility requirements
201
Confirmation that the system, product, service, or other entity meets the agreed specification
validation
202
The perceived benefits, usefulness, and importance of something.
value
203
A series of steps an organizations undertakes to create and deliver products and services to consumers
value stream
204
One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives
value streams and processes
205
A defined aspiration of what an organization would like to become in the future
vision
206
Assurance that a product or service will meet agreed requirements.
warranty
207
Typically non-functional requirements captured as inputs from key stakeholders and other practices
warranty requirements
208
A development approach that is linear and sequential with distinct objectives for each phase of the development
waterfall method
209
A detailed description to be followed to perform an activity
work instruction
210
A solution that reduces ore eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
workaround
211
The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives
workforce and talent management practice
