Glossary Flashcards by Joshua Lane

A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.

acceptance criteria

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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 timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban.

Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789.
Created from westerngovernors-ebooks on 2025-05-16 11:21:20.

Agile

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The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.

architecture management practice

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A database or list of assets, capturing key attributes such as ownership and financial value.

asset register

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The ability of an IT service or other configuration item to perform its agreed function when required.

availability

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The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.

availability management practice

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A report or metric that serves as a starting point against which progress or change can be assessed.

baseline

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A way of working that has been proven to be successful by multiple organizations.

best practice

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The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.

big data

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The practice of analysing 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.

business analysis practice

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A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.

business care

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A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

business impact analysis (BIA)

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A role responsible for maintaining good relationships with one or more customers.

business relationship manager (BRM)

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An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged.

call

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An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.

call/contact centre

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The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.

capability

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The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.

capacity and performance management practice

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The activity of creating a plan that manages resources to meet demand for services.

capacity planning

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The addition, modification, or removal of anything that could have a direct or indirect effect on services.

change

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A person or group responsible for authorizing a change.

change authority

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The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

change enablement practice

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A repeatable approach to the management of a particular type of change.

change model

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A calendar that shows planned and historical changes.

change schedule

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The activity that assigns a price for services.

charging

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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 or provider interaction. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:50:41.

cloud computing

The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:51:04.

compliance

A security objective that ensures information is not made available or disclosed to unauthorized entities. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:51:25.

confidentiality

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:51:46.

configuration

Any component that needs to be managed in order to deliver an IT service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:52:13.

configuration item (CI)

A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:52:44.

configuration management database (CMDB)

A set of tools, data, and information that is used to support service configuration management. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:54:35.

configuration management system (CMS)

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:55:15.

configuration record

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:55:35.

continual improvement practice

An integrated set of practices and tools used to deploy software changes into the production environment. These software changes have already passed pre-defined automated tests. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:56:14.

continuous deployment

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:56:40.

continuous integration/continuous delivery

The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:57:11.

control

The amount of money spent on a specific activity or resource. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:57:31.

cost

A business unit or project to which costs are assigned. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:57:47.

cost centre

A necessary precondition for the achievement of intended results. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:58:08.

critical success factor (CSF)

A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:58:33.

culture

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:58:57.

customer

The sum of functional and emotional interactions with a service and service provider as perceived by a service customer. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:59:17.

customer experience (CX)

A real-time graphical representation of data. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 12:59:43.

dashboard

The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:00:02.

deliver and support

Input to the service value system based on opportunities and needs from internal and external stakeholders. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:00:22.

demand

The movement of any service component into any environment. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:00:47.

deployment

The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:01:05.

deployment management practice

The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:01:23.

design and transition

A practical and human-centred approach used by product and service designers to solve complex problems and find practical and creative solutions that meet the needs of an organization and its customers. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:01:47.

design thinking

An environment used to create or modify IT services or applications. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:02:06.

development environment

An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS). Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 13:02:28.

DevOps

The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:05:22.

digital transformation

A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an organization failing to provide critical business functions for some predetermined minimum period of time. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:05:51.

disaster

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:06:29.

disaster recovery plans

Something that influences strategy, objectives, or requirements. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:07:07.

driver

A measure of whether the objectives of a practice, service or activity have been achieved. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:07:41.

effectiveness

A measure of whether the right amount of resources have been used by a practice, service, or activity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:08:03.

efficiency

A change that must be introduced as soon as possible. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:09:15.

emergency change

The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:09:51.

engage

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:10:20.

environment

A flaw or vulnerability that may cause incidents. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:10:49.

error

Problem management activities used to manage known errors. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:11:27.

error control

The act of sharing awareness or transferring ownership of an issue or work item. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:11:56.

escalation

Any change of state that has significance for the management of a service or other configuration item. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:12:27.

event

A customer who works for an organization other than the service provider. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:12:50.

external customer

A loss of ability to operate to specification, or to deliver the required output or outcome. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:13:29.

failure

A technique whereby the outputs of one part of a system are used as inputs to the same part of the system. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:13:50.

feedback loop

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:14:36.

four dimensions of service management

Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:15:31.

goods

The means by which an organization is directed and controlled. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:15:57.

governance

A unique name that is used to identify and grant system access rights to a user, person, or role. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:16:19.

identity

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:16:39.

improve

An unplanned interruption to a service or reduction in the quality of a service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:17:00.

incident

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:17:33.

incident management

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:17:55.

information and technology

The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:18:32.

information security management practice

The policy that governs an organization’s approach to information security management. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:19:18.

information security policy

The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:19:45.

infrastructure and platform management practice

A security objective that ensures information is only modified by authorized personnel and activities. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:20:35.

integrity

A customer who works for the same organization as the service provider. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:21:24.

internal customer

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:21:51.

Internet of Things (IoT)

Any financially valuable component that can contribute to the delivery of an IT product or service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:22:28.

IT asset

The practice of planning and managing the full lifecycle of all IT assets. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:23:01.

IT asset management practice

All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:23:35.

IT infrastructure

A service based on the use of information technology. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:24:01.

IT service

Best-practice guidance for IT service management. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:24:25.

ITIL

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:24:57.

ITIL guiding principles

An operating model for service providers that covers all the key activities required to effectively manage products and services. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:25:33.

ITIL service value chain

A step of the value chain that an organization takes in the creation of value. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:26:03.

ITIL value chain activity

A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:26:32.

Kanban

An important metric used to evaluate the success in meeting an objective. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:26:54.

key performance indicator (KPI)

The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:27:28.

knowledge management practice

A problem that has been analysed but has not been resolved. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:28:12.

known error

An approach that focuses on improving workflows by maximizing value through the elimination of waste. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:28:38.

lean

The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:29:18.

lifecycle

Refers to a service or other configuration item operating in the live environment. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:29:58.

live

A controlled environment used in the delivery of IT services to service consumers. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:30:28.

live environment

The ease with which a service or other entity can be repaired or modified. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:31:01.

maintainability

An incident with significant business impact, requiring an immediate coordinated resolution. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:31:27.

major incident

Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:31:56.

management system

A measure of the reliability, efficiency and effectiveness of an organization, practice, or process. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:32:57.

maturity

A metric of how frequently a service or other configuration item fails. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:33:24.

mean time between failures (MTBF)

A metric of how quickly a service is restored after a failure. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:34:05.

mean time to restore services (MTRS)

The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:34:57.

measurement and reporting

A measurement or calculation that is monitored or reported for management and improvement. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:35:17.

metric

A product with just enough features to satisfy early customers, and to provide feedback for future product development. miLimited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:36:07.

minimum viable product (MVP)

A short but complete description of the overall purpose and intentions of an organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:37:11.

mission

A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:37:40.

model

The activity of creating, maintaining, and utilizing models. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:38:00.

modeling

Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:38:21.

monitoring

The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:38:45.

monitoring and event management practice

The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:39:23.

obtain/build

The routine running and management of an activity, product, service, or other configuration item. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:39:45.

operation

The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:40:08.

operational technology

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:40:32.

organization

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:40:54.

organizational change management practice

The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:41:28.

organizational resilience

The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 16:42:05.

Organizational velocity

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:16:27.

organizations and people

A result for a stakeholder enabled by one or more outputs. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:16:53.

outcome

A tangible or intangible deliverable of an activity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:17:11.

output

The process of having external suppliers provide products and services that were previously provided internally. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:17:29.

outsourcing

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:17:51.

partners and suppliers

A relationship between two organizations that involves working closely together to achieve common goals and objectives. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:18:14.

partnership

A measure of what is achieved or delivered by a system, person, team, practice, or service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:18:36.

performance

A test implementation of a service with a limited scope in a live environment. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:18:54.

pilot

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:19:13.

plan

Formally documented management expectations and intentions, used to direct decisions and activities. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:19:37.

plan

The practice of ensuring that an organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:19:57.

portfolio management practice

A review after the implementation of a change, to evaluate success and identify opportunities for improvement. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:20:24.

post-implementation review (PIR)

A set of organizational resources designed for performing work or accomplishing an objective. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:20:53.

practice

A cause, or potential cause, of one or more incidents. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:21:20.

problem

The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:21:39.

problem management practice

A documented way to carry out an activity or a process. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:22:01.

procedure

A set of interrelated or interacting activities that transform inputs into outputs. Processes define the sequence of activities and their dependencies. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:22:19.

process

A configuration of an organization’s resources designed to offer value for a consumer. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:22:38.

product

A set of related projects and activities, and an organization structure created to direct and oversee them. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:23:01.

programme

A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:23:21.

project

The practice of ensuring that all an organization’s projects are successfully delivered. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:23:44.

project management practice

An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:24:24.

quick win

A document stating results achieved and providing evidence of activities performed. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:24:55.

record

The activity of returning a configuration item to normal operation after a failure. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:25:17.

recovery

The point to which information used by an activity must be restored to enable the activity to operate on resumption. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:25:35.

recovery point objective (RPO)

The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:25:58.

recovery time objective (RTO)

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:26:45.

relationship management practice

A version of a service or other configuration item, or a collection of configuration items, that is made available for use. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:27:16.

release

The practice of making new and changed services and features available for use. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:27:55.

release management practice

The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:28:29.

reliability

A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:28:58.

request catalogue

A description of a proposed change used to initiate change enablement. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:29:22.

request for change (RFC)

The action of solving an incident or problem. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:30:03.

resolution

Personnel, material, finance, or other entity that is required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:30:37.

resource

The act of permanently withdrawing a product, service, or other configuration item from use. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:31:00.

retire

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:31:27.

risk

An activity to identify, analyse, and evaluate risks. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:31:47.

risk assessment

The practice of ensuring that an organization understands and effectively handles risks. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:32:14.

risk management practice

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:32:46.

service

Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:33:40.

service action

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:34:14.

service architecture

Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:34:54.

service catalogue

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:35:40.

service catalogue management practice

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:36:46.

service configuration management practice

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). Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:37:08.

service consumption

The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:37:38.

service continuity management practice

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:38:12.

service design practice

The point of communication between the service provider and all its users. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:38:46.

service desk

The practice of capturing demand for incident resolution and service requests. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:39:05.

service desk practice

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:39:34.

service financial management practice

One or more metrics that define expected or achieved service quality. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:42:44.

service level

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:43:08.

service level agreement (SLA)

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 these targets. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:43:34.

service level management practice

A set of specialized organizational capabilities for enabling value for customers in the form of services Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:44:05.

service management

A formal 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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:44:27.

service offering

A role that is accountable for the delivery of a specific service. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:44:56.

service owner

A complete set of products and services that are managed throughout their lifecycles by an organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:45:14.

service portfolio

A role performed by an organization in a service relationship to provide services to consumers. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:45:38.

service provider

Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:45:57.

service provision

A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 17:46:18.

service relationship

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:16:40.

service relationship management

A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:17:07.

service request

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:17:29.

service request management practice

The practice of ensuring that new or changed products and services meet defined requirements. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:17:54.

service validation and testing practice

A model representing how all the components and activities of an organization work together to facilitate value creation. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:18:25.

service value system (SVS)

The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:18:53.

software development and management practice

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:19:31.

sourcing

A documented description of the properties of a product, service, or other configuration item. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:19:59.

specification

The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:20:18.

sponsor

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:20:40.

stakeholder

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:21:06.

standard

A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:21:25.

standard change

A description of the specific states an entity can have at a given time. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:21:44.

status

The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:22:39.

strategy management practice

A stakeholder responsible for providing services that are used by an organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:23:07.

supplier

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:23:27.

supplier management practice

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:23:47.

support team

A combination of interacting elements organized and maintained to achieve one or more stated purposes Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:24:27.

system

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:24:51.

systems thinking

The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:25:18.

technical debt

A controlled environment established to test products, services, and other configuration items. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:25:48.

test environment

A stakeholder external to an organization. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:26:18.

third party

A measure of the amount of work performed by a product, service, or other system over a given period of time. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:26:39.

throughput

A unit of work consisting of an exchange between two or more participants or systems. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:27:29.

transaction

A technique using realistic practical scenarios to define functional requirements and to design tests. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:27:48.

use case

The role that uses services. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:28:20.

user

The sum of the functional and emotional interactions with a service and service provider as perceived by a user. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:28:51.

user experience (UX)

The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:29:25.

utility

Functional requirements which have been defined by the customer and are unique to a specific product. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:29:49.

utility requirements

Confirmation that the system, product, service, or other entity meets the agreed specification. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:30:35.

validation

The perceived benefits, usefulness, and importance of something. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:31:41.

value

A series of steps an organization undertakes to create and deliver products and services to consumers. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:32:16.

value stream

One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:32:44.

value steam and processes

A defined aspiration of what an organization would like to become in the future. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:33:03.

vision

Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or ‘warranty’, if all defined and agreed conditions are met. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:33:25.

warranty

Typically non-functional requirements captured as inputs from key stakeholders and other practices. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:33:51.

warranty requirement

A development approach that is linear and sequential with distinct objectives for each phase of development. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:34:20.

waterfall method

A detailed description to be followed in order to perform an activity. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:34:49.

work instruction

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:35:07.

workaround

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. Limited, AXELOS. ITIL Foundation: ITIL 4 Edition, The Stationery Office Ltd, 2019. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/westerngovernors-ebooks/detail.action?docID=5709789. Created from westerngovernors-ebooks on 2025-05-16 18:35:29.

workforce and talent management practice

Glossary Flashcards

(218 cards)