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Flashcards in Terms Deck (45)
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1

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

Continual Improvement

2

Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule

Change Control

3

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Incident Management

4

Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Problem Management

5

Support the agreed-upon quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner

Service Request Management

6

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

Service Desk

7

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

Service Level Management

8

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

Information Security Management

9

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

Relationship Management

10

Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services

Supplier Management

11

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

IT Asset Management

12

Systematically observe services and service components, and record and report selected changes of state identified as events

Monitoring & Event Management

13

Make new and changed services and features available for use

Release Management

14

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

Service Configuration Management

15

Move new or changed hardware, software, documentation, processes, or any other component to live environments

Deployment Management

16

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Service

17

Perceived benefits, usefulness, and importance of something

Value

18

Amount of money spent on a specific activity or resource

Cost

19

Possible events that could cause harm or loss, or make it more difficult to achieve objectives

Risk

20

A result for a stakeholder enabled by one or more outputs

Outcome

21

A tangible or intangible deliverable of an activity

Output

22

Functionality; what the service does; fit for purpose; support performance or remove constraints

Utility

23

Assurance that a product or service will meet agreed requirements; How the service performs; fit for use;

Warranty

24

Authorizes the budget for service consumption

Sponsor

25

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

Customer

26

A person who uses services

User

27

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

Service management

28

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

Service offering

29

Activities performed by an organization to provide services. Includes management of resources, service performance management and continual improvement.

Service provision

30

Activities performed by an organization to consume services. Includes management of the consumer’s resources needed to use the service.

Service consumption

31

A cooperation between a service provider and service consumer

Service relationship

32

Joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings

Relationship management

33

Person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives

Organization

34

Anything of financial value that can contribute to the delivery of an IT product or service

IT Asset

35

Any change of state that has significance for the management of a configuration item (CI) or IT service

Event

36

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

Configuration item

37

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.

Continual improvement register (CIR)

38

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

Change

39

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

Incident

40

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

Problem

41

A problem that has been analyzed and has not been resolved

Known Error

42

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.

Work Around

43

to ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way

Capacity & Performance Management

44

ensure that the availability and performance of a service is maintained at a sufficient level in the event of a disaster.

Service Continuity Management

45

The ability of an IT service or other configuration item (managed component) to perform its agreed function when required

Availability