Glossary Definitions

Question 1

Report or metric that serves as a starting point against which progress or change can be assessed

Answer 1

Baseline

Question 2

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

Answer 2

Change

Question 3

A person or group responsible for authorizing a change

Answer 3

Change Authority

Question 4

A calendar that shows planned and historical changes

Answer 4

Change Schedule

Question 5

Any component that needs to be managed in order to deliver an IT service

Answer 5

Configuration Item (CI)

Question 6

A role performed by an organization in a relationship that uses (or consumes) those services

Answer 6

Consumer

Question 7

Database or structured document to track and manage improvement ideas from identification through to final action

Answer 7

Continual Improvement Register (CIR)

Question 8

The amount of money spent on a specific activity or resource

Answer 8

Cost

Question 9

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Answer 9

Customer

Question 10

A change that must be introduced as soon as possible

Answer 10

Emergency Change

Question 11

Any change of state that has significance for the management of a service or other configuration item

Answer 11

Event

Question 12

Full Time Equivalent (2000 hours of work per year)

Answer 12

FTE

Question 13

A method to evaluate the scope and nature of the distance to be travelled from the starting point to the achievement of the initiative’s vision

Answer 13

Gap Analysis

Question 14

Transferred from the service provider over to the consumer

Answer 14

Goods

Question 15

The means by which an organization is directed and controlled

Answer 15

Governance

Question 16

A recommendation that guides an organization in all circumstances

Answer 16

Guiding Principles

Question 17

An unplanned interruption to a service or reduction in the quality of a service

Answer 17

Incident

Question 18

Any financially valuable component that can contribute to the delivery of an IT product or service

Answer 18

IT Asset

Question 19

A problem that has been analyzed but has not been resolved

Answer 19

Known Error

Question 20

A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives

Answer 20

Organization

Question 21

Having both the capacity and the ability to perform the functions required

Answer 21

Organizational capability

Question 22

A result for a stakeholder, enabled by one or more outputs

Answer 22

Outcome

Question 23

A tangible or intangible deliverable of an activity (may be expressed in non-monetary terms)

Answer 23

Output

Question 24

A set of organizational resources designed for performing work or accomplishing an objective

Answer 24

Practice

Question 25

A cause, or potential cause, of one or more incidents

Answer 25

Problem

Question 26

A set of interrelated or interacting activities that transforms inputs into outputs

Answer 26

Process

Question 27

A configuration of resources created by the organization that will be potentially valuable for its consumers

Answer 27

Product

Question 28

A version of a service or other configuration item, or a collection of configuration items, that is made available for use

Answer 28

Release

Question 29

A possible event that could cause harm, loss, or make it more difficult to achieve objectives

Answer 29

Risk

Question 30

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

Answer 30

Service

Question 31

An action performed to address a consumer's needs

Answer 31

Service Action

Question 32

The activities performed by an organization to consume the services

Answer 32

Service Consumption

Question 33

The point of communication between the service provider and all its users

Answer 33

Service Desk

Question 34

One or more metrics that define expected or achieved service quality

Answer 34

Service Level

Question 35

documented agreement between a service provider and a customer that identifies both services required and the expected level of service

Answer 35

Service Level Agreement (SLA)

Question 36

A set of specialized organizational capabilities for enabling value to customers in the form of services

Answer 36

Service Management

Question 37

It is a description of one or more services designed to address the needs of a target consumer group

Answer 37

Service Offering

Question 38

A role performed by an organization in a service relationship to provide services to consumers

Answer 38

Service Provider

Question 39

The activities performed by an organization to provide the services

Answer 39

Service Provision

Question 40

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

Answer 40

Service Relationship

Question 41

The activities that the service provider and the service consumer do together to enable value co-creation to occur based upon the service offerings

Answer 41

Service Relationship Management

Question 42

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

Answer 42

Service Request

Question 43

A framework for delivering value to customers through the delivery and management of IT-base services

Answer 43

Service Value System (SVS)

Question 44

A person who authorizes the budget for service consumption

Answer 44

Sponsor

Question 45

A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization

Answer 45

Standard Change

Question 46

A person who uses services

Answer 46

User

Question 47

Functionality offered by a product or service to meet a particular need (what a service does) Fit for Purpose

Answer 47

Utility

Question 48

The perceived benefits, usefulness, and importance of something

Answer 48

Value

Question 49

A series of steps an organization undertakes to create and deliver products and services to service consumers

Answer 49

Value Stream

Question 50

Assurance that a product or service will meet agreed requirements (how a service performs) Fit for Use

Answer 50

Warranty

Question 51

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some (blank) reduce the likelihood of incidents

Answer 51

Workaround

Question 52

Value chain activity to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization

Answer 52

Plan

Question 53

Value chain activity to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service

Answer 53

Improve

Question 54

Value chain activity to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stake holders

Answer 54

Engage

Question 55

Value Chain activity to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market

Answer 55

Design and Transition

Question 56

Value Chain activity to ensure that service components are available when and where they are needed, and meet agreed specifications

Answer 56

Obtain/Build

Question 57

Value chain activity to ensure that services are delivered and supported according to agree specifications and stakeholders' expectations

Answer 57

Deliver and Support