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HM ITIL4 Glossary > Definition to Glossary Item > Flashcards

Definition to Glossary Item Flashcards

1
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>acceptance criteria</strong></span></p>

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2
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>Agile</strong></span></p>

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3
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>architecture management practice</strong></span></p>

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4
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>asset register</strong></span></p>

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5
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>availability</strong></span></p>

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6
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>availability management practice</strong></span></p>

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7
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>baseline</strong></span></p>

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8
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A way of working that has been proven to be successful by multiple organizations. </p>

A

<p><span><strong>best practice</strong></span></p>

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9
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>big data</strong></span></p>

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10
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>business analysis practice</strong></span></p>

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11
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>business case</strong></span></p>

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12
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>business impact analysis (BIA)</strong></span></p>

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13
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A role responsible for maintaining good relationships with one or more customers. </p>

A

<p><span><strong>business relationship manager (BRM)</strong></span></p>

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14
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>call</strong></span></p>

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15
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>call/contact centre</strong></span></p>

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16
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>capability</strong></span></p>

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17
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>capacity and performance management practice</strong></span></p>

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18
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The activity of creating a plan that manages resources to meet demand for services. </p>

A

<p><span><strong>capacity planning</strong></span></p>

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19
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>change</strong></span></p>

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20
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person or group responsible for authorizing a change.</p>

A

<p><span><strong>change authority</strong></span></p>

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21
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>change control practice</strong></span></p>

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22
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A repeatable approach to the management of a particular type of change. </p>

A

<p><span><strong>change model</strong></span></p>

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23
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A calendar that shows planned and historical changes. </p>

A

<p><span><strong>change schedule</strong></span></p>

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24
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The activity that assigns a price for services. </p>

A

<p><span><strong>charging</strong></span></p>

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25
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>cloud computing</strong></span></p>

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26
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed. </p>

A

<p><span><strong>compliance</strong></span></p>

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27
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A security objective that ensures information is not made available or disclosed to unauthorized entities. </p>

A

<p><span><strong>confidentiality</strong></span></p>

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28
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>configuration</strong></span></p>

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29
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Any component that needs to be managed in order to deliver an IT service. </p>

A

<p><span><strong>configuration item (CI)</strong></span></p>

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30
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records. </p>

A

<p><span><strong>configuration management database (CMDB)</strong></span></p>

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31
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A set of tools, data, and information that is used to support service configuration management. </p>

A

<p><span><strong>configuration management system (CMS)</strong></span></p>

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32
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>configuration record</strong></span></p>

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33
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of aligning an organizationÕs 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. </p>

A

<p><span><strong>continual improvement practice</strong></span></p>

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34
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>continuous deployment</strong></span></p>

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35
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An integrated set of practices and tools used to merge developersÕ code, build and test the resulting software, and package it so that it is ready for deployment. </p>

A

<p><span><strong>continuous integration/continuous delivery</strong></span></p>

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36
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. </p>

A

<p><span><strong>control</strong></span></p>

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37
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The amount of money spent on a specific activity or resource. </p>

A

<p><span><strong>cost</strong></span></p>

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38
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A business unit or project to which costs are assigned. </p>

A

<p><span><strong>cost centre</strong></span></p>

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39
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A necessary precondition for the achievement of intended results. </p>

A

<p><span><strong>critical success factor (CSF)</strong></span></p>

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40
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. </p>

A

<p><span><strong>culture</strong></span></p>

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41
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. </p>

A

<p><span><strong>customer</strong></span></p>

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42
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer. </p>

A

<p><span><strong>customer experience (CX)</strong></span></p>

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43
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A real-time graphical representation of data. </p>

A

<p><span><strong>dashboard</strong></span></p>

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44
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholdersÕ expectations. </p>

A

<p><span><strong>deliver and support</strong></span></p>

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45
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Input to the service value system based on opportunities and needs from internal and external stakeholders. </p>

A

<p><span><strong>demand</strong></span></p>

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46
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The movement of any service component into any environment. </p>

A

<p><span><strong>deployment</strong></span></p>

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47
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments. </p>

A

<p><span><strong>deployment management practice</strong></span></p>

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48
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. </p>

A

<p><span><strong>design and transition</strong></span></p>

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49
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>design thinking</strong></span></p>

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50
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An environment used to create or modify IT services or applications. </p>

A

<p><span><strong>development environment</strong></span></p>

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51
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS). </p>

A

<p><span><strong>DevOps</strong></span></p>

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52
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role. </p>

A

<p><span><strong>digital transformation</strong></span></p>

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53
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>disaster</strong></span></p>

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54
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>disaster recovery plans</strong></span></p>

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55
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Something that influences strategy, objectives, or requirements. </p>

A

<p><span><strong>driver</strong></span></p>

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56
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A measure of whether the objectives of a practice, service or activity have been achieved. </p>

A

<p><span><strong>effectiveness</strong></span></p>

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57
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A measure of whether the right amount of resources have been used by a practice, service, or activity. </p>

A

<p><span><strong>efficiency</strong></span></p>

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58
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A change that must be introduced as soon as possible. </p>

A

<p><span><strong>emergency change</strong></span></p>

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59
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders. </p>

A

<p><span><strong>engage</strong></span></p>

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60
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>environment</strong></span></p>

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61
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A flaw or vulnerability that may cause incidents. </p>

A

<p><span><strong>error</strong></span></p>

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62
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Problem management activities used to manage known errors. </p>

A

<p><span><strong>error control</strong></span></p>

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63
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The act of sharing awareness or transferring ownership of an issue or work item.</p>

A

<p><span><strong>escalation</strong></span></p>

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64
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Any change of state that has significance for the management of a service or other configuration item. </p>

A

<p><span><strong>event</strong></span></p>

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65
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A customer who works for an organization other than the service provider. </p>

A

<p><span><strong>external customer</strong></span></p>

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66
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A loss of ability to operate to specification, or to deliver the required output or outcome. </p>

A

<p><span><strong>failure</strong></span></p>

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67
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>four dimensions of service management</strong></span></p>

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68
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>goods</strong></span></p>

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69
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The means by which an organization is directed and controlled. </p>

A

<p><span><strong>governance</strong></span></p>

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70
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A unique name that is used to identify and grant system access rights to a user, person, or role. </p>

A

<p><span><strong>identity</strong></span></p>

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71
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>improve</strong></span></p>

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72
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An unplanned interruption to a service or reduction in the quality of a service. </p>

A

<p><span><strong>incident</strong></span></p>

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73
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. </p>

A

<p><span><strong>incident management</strong></span></p>

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74
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>information and technology</strong></span></p>

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75
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information. </p>

A

<p><span><strong>information security management practice</strong></span></p>

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76
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The policy that governs an organizationÕs approach to information security management. </p>

A

<p><span><strong>information security policy</strong></span></p>

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77
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>infrastructure and platform management practice</strong></span></p>

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78
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A security objective that ensures information is only modified by authorized personnel and activities. </p>

A

<p><span><strong>integrity</strong></span></p>

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79
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A technique whereby the outputs of one part of a system are used as inputs to the same part of the system. </p>

A

<p><span><strong>feedback loop</strong></span></p>

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80
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A customer who works for the same organization as the service provider. </p>

A

<p><span><strong>internal customer</strong></span></p>

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81
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>Internet of Things</strong></span></p>

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82
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Any financially valuable component that can contribute to the delivery of an IT product or service. </p>

A

<p><span><strong>IT asset</strong></span></p>

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83
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of planning and managing the full lifecycle of all IT assets. </p>

A

<p><span><strong>IT asset management practice</strong></span></p>

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84
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services. </p>

A

<p><span><strong>IT infrastructure</strong></span></p>

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85
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A service based on the use of information technology. </p>

A

<p><span><strong>IT service</strong></span></p>

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86
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Best-practice guidance for IT service management. </p>

A

<p><span><strong>ITIL</strong></span></p>

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87
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. </p>

A

<p><span><strong>ITIL guiding principles</strong></span></p>

88
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An operating model for service providers that covers all the key activities required to effectively manage products and services. </p>

A

<p><span><strong>ITIL service value chain</strong></span></p>

89
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress. </p>

A

<p><span><strong>Kanban</strong></span></p>

90
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An important metric used to evaluate the success in meeting an objective. </p>

A

<p><span><strong>key performance indicator (KPI)</strong></span></p>

91
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization. </p>

A

<p><span><strong>knowledge management practice</strong></span></p>

92
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A problem that has been analysed but has not been resolved. </p>

A

<p><span><strong>known error</strong></span></p>

93
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An approach that focuses on improving workflows by maximizing value through the elimination of waste. </p>

A

<p><span><strong>Lean</strong></span></p>

94
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity. </p>

A

<p><span><strong>lifecycle</strong></span></p>

95
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Refers to a service or other configuration item operating in the live environment. </p>

A

<p><span><strong>live</strong></span></p>

96
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A controlled environment used in the delivery of IT services to service consumers.</p>

A

<p><span><strong>live environment</strong></span></p>

97
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The ease with which a service or other entity can be repaired or modified. </p>

A

<p><span><strong>maintainability</strong></span></p>

98
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An incident with significant business impact, requiring an immediate coordinated resolution. </p>

A

<p><span><strong>major incident</strong></span></p>

99
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives. </p>

A

<p><span><strong>management system</strong></span></p>

100
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A measure of the reliability, efficiency and effectiveness of an organization, practice, or process. </p>

A

<p><span><strong>maturity</strong></span></p>

101
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A metric of how frequently a service or other configuration item fails. </p>

A

<p><span><strong>mean time between failures (MTBF)</strong></span></p>

102
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A metric of how quickly a service is restored after a failure. </p>

A

<p><span><strong>mean time to restore service (MTRS)</strong></span></p>

103
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty. </p>

A

<p><span><strong>measurement and reporting</strong></span></p>

104
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A measurement or calculation that is monitored or reported for management and improvement. </p>

A

<p><span><strong>metric</strong></span></p>

105
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A product with just enough features to satisfy early customers, and to provide feedback for future product development. </p>

A

<p><span><strong>minimum viable product (MVP)</strong></span></p>

106
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done. </p>

A

<p><span><strong>mission statement</strong></span></p>

107
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships. </p>

A

<p><span><strong>model</strong></span></p>

108
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The activity of creating, maintaining, and utilizing models. </p>

A

<p><span><strong>modelling</strong></span></p>

109
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known. </p>

A

<p><span><strong>monitoring</strong></span></p>

110
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. </p>

A

<p><span><strong>monitoring and event management practice</strong></span></p>

111
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. </p>

A

<p><span><strong>obtain/build</strong></span></p>

112
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The routine running and management of an activity, product, service, or other configuration item. </p>

A

<p><span><strong>operation</strong></span></p>

113
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>operational technology</strong></span></p>

114
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. </p>

A

<p><span><strong>organization</strong></span></p>

115
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>organizational change management practice</strong></span></p>

116
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences. </p>

A

<p><span><strong>organizational resilience</strong></span></p>

117
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks. </p>

A

<p><span><strong>organizational velocity</strong></span></p>

118
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>organizations and people</strong></span></p>

119
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A result for a stakeholder enabled by one or more outputs. </p>

A

<p><span><strong>outcome</strong></span></p>

120
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A tangible or intangible deliverable of an activity. </p>

A

<p><span><strong>output</strong></span></p>

121
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The process of having external suppliers provide products and services that were previously provided internally. </p>

A

<p><span><strong>outsourcing</strong></span></p>

122
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>partners and suppliers</strong></span></p>

123
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A relationship between two organizations that involves working closely together to achieve common goals and objectives. </p>

A

<p><span><strong>partnership</strong></span></p>

124
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A measure of what is achieved or delivered by a system, person, team, practice, or service. </p>

A

<p><span><strong>performance</strong></span></p>

125
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A test implementation of a service with a limited scope in a live environment. </p>

A

<p><span><strong>pilot</strong></span></p>

126
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>plan</strong></span></p>

127
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Formally documented management expectations and intentions, used to direct decisions and activities. </p>

A

<p><span><strong>policy</strong></span></p>

128
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>portfolio management practice</strong></span></p>

129
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A review after the implementation of a change, to evaluate success and identify opportunities for improvement. </p>

A

<p><span><strong>post-implementation review (PIR)</strong></span></p>

130
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A set of organizational resources designed for performing work or accomplishing an objective. </p>

A

<p><span><strong>practice</strong></span></p>

131
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A cause, or potential cause, of one or more incidents. </p>

A

<p><span><strong>problem</strong></span></p>

132
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. </p>

A

<p><span><strong>problem management practice</strong></span></p>

133
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A documented way to carry out an activity or a process. </p>

A

<p><span><strong>procedure</strong></span></p>

134
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies. </p>

A

<p><span><strong>process</strong></span></p>

135
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A configuration of an organizationÕs resources designed to offer value for a consumer. </p>

A

<p><span><strong>product</strong></span></p>

136
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A controlled environment used in the delivery of IT services to service consumers.</p>

A

<p><span><strong>production environment</strong></span></p>

137
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A set of related projects and activities, and an organization structure created to direct and oversee them. </p>

A

<p><span><strong>programme</strong></span></p>

138
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case. </p>

A

<p><span><strong>project</strong></span></p>

139
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of ensuring that all an organizationÕs projects are successfully delivered. </p>

A

<p><span><strong>project management practice</strong></span></p>

140
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort. </p>

A

<p><span><strong>quick win</strong></span></p>

141
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A document stating results achieved and providing evidence of activities performed. </p>

A

<p><span><strong>record</strong></span></p>

142
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The activity of returning a configuration item to normal operation after a failure. </p>

A

<p><span><strong>recovery</strong></span></p>

143
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The point to which information used by an activity must be restored to enable the activity to operate on resumption. </p>

A

<p><span><strong>recovery point objective (RPO)</strong></span></p>

144
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization. </p>

A

<p><span><strong>recovery time objective (RTO)</strong></span></p>

145
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels. </p>

A

<p><span><strong>relationship management practice</strong></span></p>

146
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A version of a service or other configuration item, or a collection of configuration items, that is made available for use. </p>

A

<p><span><strong>release</strong></span></p>

147
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of making new and changed services and features available for use. </p>

A

<p><span><strong>release management practice</strong></span></p>

148
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>reliability</strong></span></p>

149
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user. </p>

A

<p><span><strong>request catalogue</strong></span></p>

150
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A description of a proposed change used to initiate change control. </p>

A

<p><span><strong>request for change (RFC)</strong></span></p>

151
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The action of solving an incident or problem. </p>

A

<p><span><strong>resolution</strong></span></p>

152
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person, 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. </p>

A

<p><span><strong>resource</strong></span></p>

153
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The act of permanently withdrawing a product, service, or other configuration item from use. </p>

A

<p><span><strong>retire</strong></span></p>

154
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>risk</strong></span></p>

155
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>An activity to identify, analyse, and evaluate risks. </p>

A

<p><span><strong>risk assessment</strong></span></p>

156
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of ensuring that an organization understands and effectively handles risks. </p>

A

<p><span><strong>risk management practice</strong></span></p>

157
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service</strong></span></p>

158
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service action</strong></span></p>

159
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service architecture</strong></span></p>

160
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. </p>

A

<p><span><strong>service catalogue</strong></span></p>

161
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service catalogue management practice</strong></span></p>

162
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service configuration management practice</strong></span></p>

163
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Activities performed by an organization to consume services. It includes the management of the consumerÕs resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required). </p>

A

<p><span><strong>service consumption</strong></span></p>

164
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster. </p>

A

<p><span><strong>service continuity management practice</strong></span></p>

165
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service design practice</strong></span></p>

166
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The point of communication between the service provider and all its users. </p>

A

<p><span><strong>service desk</strong></span></p>

167
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of capturing demand for incident resolution and service requests. </p>

A

<p><span><strong>service desk practice</strong></span></p>

168
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of supporting an organizationÕs strategies and plans for service management by ensuring that the organizationÕs financial resources and investments are being used effectively. </p>

A

<p><span><strong>service financial management practice</strong></span></p>

169
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>One or more metrics that define expected or achieved service quality. </p>

A

<p><span><strong>service level</strong></span></p>

170
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. </p>

A

<p><span><strong>service level agreement (SLA)</strong></span></p>

171
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service level management practice</strong></span></p>

172
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A set of specialized organizational capabilities for enabling value for customers in the form of services. </p>

A

<p><span><strong>service management</strong></span></p>

173
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service offering</strong></span></p>

174
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A role that is accountable for the delivery of a specific service. </p>

A

<p><span><strong>service owner</strong></span></p>

175
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A complete set of products and services that are managed throughout their lifecycles by an organization. </p>

A

<p><span><strong>service portfolio</strong></span></p>

176
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A role performed by an organization in a service relationship to provide services to consumers. </p>

A

<p><span><strong>service provider</strong></span></p>

177
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Activities performed by an organization to provide services. It includes management of the providerÕs 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. </p>

A

<p><span><strong>service provision</strong></span></p>

178
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management. </p>

A

<p><span><strong>service relationship</strong></span></p>

179
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>service relationship management</strong></span></p>

180
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A request from a user or a userÕs authorized representative that initiates a service action which has been agreed as a normal part of service delivery. </p>

A

<p><span><strong>service request</strong></span></p>

181
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>service request management practice</strong></span></p>

182
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of ensuring that new or changed products and services meet defined requirements. </p>

A

<p><span><strong>service validation and testing practice</strong></span></p>

183
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A model representing how all the components and activities of an organization work together to facilitate value creation. </p>

A

<p><span><strong>service value system (SVS)</strong></span></p>

184
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability. </p>

A

<p><span><strong>software development and management practice</strong></span></p>

185
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>sourcing</strong></span></p>

186
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A documented description of the properties of a product, service, or other configuration item. </p>

A

<p><span><strong>specification</strong></span></p>

187
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative. </p>

A

<p><span><strong>sponsor</strong></span></p>

188
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity. </p>

A

<p><span><strong>stakeholder</strong></span></p>

189
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>standard</strong></span></p>

190
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

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

A

<p><span><strong>standard change</strong></span></p>

191
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A description of the specific states an entity can have at a given time. </p>

A

<p><span><strong>status</strong></span></p>

192
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals. </p>

A

<p><span><strong>strategy management practice</strong></span></p>

193
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A stakeholder responsible for providing services that are used by an organization. </p>

A

<p><span><strong>supplier</strong></span></p>

194
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The practice of ensuring that an organizationÕs suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services. </p>

A

<p><span><strong>supplier management practice</strong></span></p>

195
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A team with the responsibility to maintain normal operations, address usersÕ requests, and resolve incidents and problems related to specified products, services, or other configuration items. </p>

A

<p><span><strong>support team</strong></span></p>

196
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A combination of interacting elements organized and maintained to achieve one or more stated purposes. </p>

A

<p><span><strong>system</strong></span></p>

197
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A holistic approach to analysis that focuses on the way that a systemÕs constituent parts work, interrelate, and interact over time, and within the context of other systems. </p>

A

<p><span><strong>systems thinking</strong></span></p>

198
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer. </p>

A

<p><span><strong>technical debt</strong></span></p>

199
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A controlled environment established to test products, services, and other configuration items. </p>

A

<p><span><strong>test environment</strong></span></p>

200
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A stakeholder external to an organization. </p>

A

<p><span><strong>third party</strong></span></p>

201
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A measure of the amount of work performed by a product, service, or other system over a given period of time. </p>

A

<p><span><strong>throughput</strong></span></p>

202
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A unit of work consisting of an exchange between two or more participants or systems. </p>

A

<p><span><strong>transaction</strong></span></p>

203
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A technique using realistic practical scenarios to define functional requirements and to design tests. </p>

A

<p><span><strong>use case</strong></span></p>

204
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A person who uses services. </p>

A

<p><span><strong>user</strong></span></p>

205
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The functionality offered by a product or service to meet a particular need. Utility can be summarized as Ôwhat the service doesÕ and can be used to determine whether a service is Ôfit for purposeÕ. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both. </p>

A

<p><span><strong>utility</strong></span></p>

206
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Functional requirements which have been defined by the customer and are unique to a specific product. </p>

A

<p><span><strong>utility requirements</strong></span></p>

207
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Confirmation that the system, product, service, or other entity meets the agreed specification. </p>

A

<p><span><strong>validation</strong></span></p>

208
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>The perceived benefits, usefulness, and importance of something. </p>

A

<p><span><strong>value</strong></span></p>

209
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A series of steps an organization undertakes to create and deliver products and services to consumers. </p>

A

<p><span><strong>value stream</strong></span></p>

210
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives. </p>

A

<p><span><strong>value streams and processes</strong></span></p>

211
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A defined aspiration of what an organization would like to become in the future. </p>

A

<p><span><strong>vision</strong></span></p>

212
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Assurance that a product or service will meet agreed requirements. Warranty can be summarized as Ôhow the service performsÕ and can be used to determine whether a service is Ôfit for useÕ. 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 ÔwarrantyÕ, if all defined and agreed conditions are met. </p>

A

<p><span><strong>warranty</strong></span></p>

213
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>Typically non-functional requirements captured as inputs from key stakeholders and other practices. </p>

A

<p><span><strong>warranty requirements</strong></span></p>

214
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A development approach that is linear and sequential with distinct objectives for each phase of development. </p>

A

<p><span><strong>waterfall method</strong></span></p>

215
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>A detailed description to be followed in order to perform an activity. </p>

A

<p><span><strong>work instruction</strong></span></p>

216
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>workaround</strong></span></p>

217
Q

<p><strong>What is the term for the following definition?</strong></p>

<p></p>

<p>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. </p>

A

<p><span><strong>workforce and talent management practice</strong></span></p>

HM ITIL4 Glossary (2 decks)

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