foundation glossary Flashcards
acceptance criteria
A list of minimum requirements
that a service or service component must meet for it
to be acceptable to key stakeholders.
Agile
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
architecture management practice
The practice
of providing an understanding of
all the different elements
that make up an organization
and how those elements relate to one another
asset register
A database or list of assets,
capturing key attributes
such as ownership and financial value.
availability
The ability of an IT service
or other configuration item
to perform its agreed function when required.
availability management practice
The practice
of ensuring that services deliver
agreed levels of availability
to meet the needs of
customers and users.
baseline
A report or metric
that serves as a starting point
against which progress or change
can be assessed.
best practice
A way of working
that has been proven
to be successful
by multiple organizations
big data
The use
of very large volumes
of structured and unstructured data
from a variety of sources
to gain new insights.
business analysis practice
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 case
A justification
for expenditure of organizational resources,
providing information about
- costs,
- benefits,
- options,
- risks,
- and issues.
business impact analysis (BIA)
A key activity
in the practice of service continuity management
that identifies vital business functions
and their dependencies.
business relationship manager (BRM)
A role
responsible for maintaining good relationships
with one or more customers.
call
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/contact centre
An organization or business unit
that handles large numbers
of incoming and outgoing calls
and other interactions.
capability
The ability
- of an organization,
- person,
- process,
- application,
- configuration item,
- or IT service
to carry out an activity
capacity and performance management practic
The practice
of ensuring that services
achieve agreed and expected performance levels,
satisfying current and future demand
in a cost-effective way.
capacity planning
The activity of creating a plan that manages resources to meet demand for services.
change
The
- addition,
- modification,
- or removal
of anything that
could have a direct or indirect effect on services
change authority
A person or group
responsible for authorizing a change.
change control practice
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 model
A repeatable approach
to the management
of a particular type of change
change schedule
A calendar
that shows planned
and historical changes
charging
The activity
that assigns a price
for services.