Flashcards in Terms Deck (43)
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1
Continual Improvement
Align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services
2
Change Control
Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule
3
Incident Management
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
4
Problem Management
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
5
Service Request Management
Support the agreed-upon quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
6
Service Desk
Capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users
7
Service Level Management
Set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets
8
Information Security Management
Protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security
9
Relationship Management
Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels including the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders
10
Supplier Management
Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services
11
IT Asset Management
Plan and manage the full lifecycle of all IT assets, to help the organization maximize value; control cost; manage risk; support decision-making about purchase, reuse and retirement of assets; meet regulatory and contractual requirements
12
Monitoring & Event Management
Systematically observe services and service components, and record and report selected changes of state identified as events
13
Release Management
Make new and changed services and features available for use
14
Service Configuration Management
Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed
15
Deployment Management
Move new or changed hardware, software, documentation, processes, or any other component to live environments
16
Service
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
17
Value
Perceived benefits, usefulness, and importance of something
18
Cost
Amount of money spent on a specific activity or resource
19
Risk
Possible events that could cause harm or loss, or make it more difficult to achieve objectives
20
Outcome
A result for a stakeholder enabled by one or more outputs
21
Output
A tangible or intangible deliverable of an activity
22
Utility
Functionality; what the service does; fit for purpose; support performance or remove constraints
23
Warranty
Assurance that a product or service will meet agreed requirements; How the service performs; fit for use;
24
Sponsor
Authorizes the budget for service consumption
25
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
26
User
A person who uses services
27
Service management
Set of specialized organizational capabilities for enabling value to customers in the form of services
28
Service offering
A description of one or more services, designed to address the needs of a target consumer group. May include goods, access to resources and service actions
29
Service provision
Activities performed by an organization to provide services. Includes management of resources, service performance management and continual improvement.
30
Service consumption
Activities performed by an organization to consume services. Includes management of the consumer’s resources needed to use the service.
31
Service relationship
A cooperation between a service provider and service consumer
32
Service relationship
A cooperation between a service provider and service consumer
33
Service relationship management
Joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings
34
Organization
Person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
35
IT Asset
Anything of financial value that can contribute to the delivery of an IT product or service
36
Event
Any change of state that has significance for the management of a configuration item (CI) or IT service
37
Configuration item
Any component that needs to be managed in order to deliver an IT service
38
Continual improvement register (CIR)
Used to track and manage improvement ideas from identification through final action. Multiple CIRs can be maintained on individual, team, departmental, business unit and organizational levels.
39
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services
40
Incident
An unplanned interruption to a service or reduction in the quality of a service
41
Problem
A cause, or potential cause, of one or more incidents
42
Known Error
A problem that has been analyzed and has not been resolved
43
