foundation glossary Flashcards

1
Q

acceptance criteria

A

A list of minimum requirements

that a service or service component must meet for it

to be acceptable to key stakeholders.

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2
Q

Agile

A

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

  1. collaboration,
  2. prioritization,
  3. iterative
  4. and incremental delivery,
  5. and timeboxing.

There are several specific methods (or frameworks) that are classed as Agile, such as

  1. Scrum,
  2. Lean, and
  3. Kanban
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3
Q

architecture management practice

A

The practice

of providing an understanding of

all the different elements

that make up an organization

and how those elements relate to one another

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4
Q

asset register

A

A database or list of assets,

capturing key attributes

such as ownership and financial value.

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5
Q

availability

A

The ability of an IT service

or other configuration item

to perform its agreed function when required.

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6
Q

availability management practice

A

The practice

of ensuring that services deliver

agreed levels of availability

to meet the needs of

customers and users.

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7
Q

baseline

A

A report or metric

that serves as a starting point

against which progress or change

can be assessed.

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8
Q

best practice

A

A way of working

that has been proven

to be successful

by multiple organizations

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9
Q

big data

A

The use

of very large volumes

of structured and unstructured data

from a variety of sources

to gain new insights.

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10
Q

business analysis practice

A

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.

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11
Q

business case

A

A justification

for expenditure of organizational resources,

providing information about

  1. costs,
  2. benefits,
  3. options,
  4. risks,
  5. and issues.
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12
Q

business impact analysis (BIA)

A

A key activity

in the practice of service continuity management

that identifies vital business functions

and their dependencies.

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13
Q

business relationship manager (BRM)

A

A role

responsible for maintaining good relationships

with one or more customers.

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14
Q

call

A

An interaction (e.g. a telephone call)

with the service desk.

A call could result in

an incident or a service request

being logged.

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15
Q

call/contact centre

A

An organization or business unit

that handles large numbers

of incoming and outgoing calls

and other interactions.

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16
Q

capability

A

The ability

  1. of an organization,
  2. person,
  3. process,
  4. application,
  5. configuration item,
  6. or IT service

to carry out an activity

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17
Q

capacity and performance management practic

A

The practice

of ensuring that services

achieve agreed and expected performance levels,

satisfying current and future demand

in a cost-effective way.

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18
Q

capacity planning

A

The activity of creating a plan that manages resources to meet demand for services.

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19
Q

change

A

The

  1. addition,
  2. modification,
  3. or removal

of anything that

could have a direct or indirect effect on services

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20
Q

change authority

A

A person or group

responsible for authorizing a change.

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21
Q

change control practice

A

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.

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22
Q

change model

A

A repeatable approach

to the management

of a particular type of change

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23
Q

change schedule

A

A calendar

that shows planned

and historical changes

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24
Q

charging

A

The activity

that assigns a price

for services.

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25
cloud computing
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.
26
compliance
The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
27
confidentiality
A security objective that ensures information is not made available or disclosed to unauthorized entities.
28
configuration
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.
29
configuration item (CI)
Any component that needs to be managed in order to deliver an IT service.
30
configuration management database (CMDB)
A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.
31
configuration management system (CMS)
A set of tools, data, and information that is used to support service configuration management.
32
configuration record
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.
33
continual improvement practice
The practice of aligning an organization’s 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.
34
continuous deployment
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.
35
continuous integration/continuous delivery
An integrated set of practices and tools used to merge developers’ code, build and test the resulting software, and package it so that it is ready for deployment
36
control
The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.
37
cost
The amount of money spent on a specific activity or resource.
38
cost centre
A business unit or project to which costs are assigned.
39
critical success factor (CSF)
A necessary precondition for the achievement of intended results.
40
culture
A set of values that is shared by a group of people, including expectations about 1. how people should behave, 2. ideas, 3. beliefs, 4. and practices.
41
customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
42
customer experience (CX)
The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.
43
dashboard
A real-time graphical representation of data
44
deliver and support
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
45
demand
Input to the service value system based on opportunities and needs from internal and external stakeholders.
46
deployment
The movement of any service component into any environment.
47
deployment management practice
The practice of moving new or changed 1. hardware, 2. software, 3. documentation, 4. processes, 5. or any other service component to live environments
48
design and transition
The value chain activity that ensures products and services continually meet stakeholder expectations for 1. quality, 2. costs, 3. and time to market.
49
design thinking
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
50
development environment
An environment used to create or modify IT services or applications.
51
DevOps
An organizational culture that aims to improve the flow of value to customers. DevOps focuses on 1. culture, 2. automation, 3. Lean, 4. measurement, 5. and sharing (CALMS).
52
digital transformation
The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role
53
disaster
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.
54
disaster recovery plans
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.
55
driver
Something that influences strategy, objectives, or requirements.
56
effectiveness
A measure of whether the objectives of a practice, service or activity have been achieved.
57
efficiency
A measure of whether the right amount of resources have been used by a practice, service, or activity.
58
emergency change
A change that must be introduced as soon as possible.
59
engage
The value chain activity that provides a good understanding of 1. stakeholder needs, 2. transparency, 3. continual engagement, 4. and good relationships with all stakeholders.
60
environment
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.
61
error
A flaw or vulnerability that may cause incidents.
62
error control
Problem management activities used to manage known errors.
63
escalation
The act of sharing awareness or transferring ownership of an issue or work item.
64
event
Any change of state that has significance for the management of a service or other configuration item.
65
external customer
A customer who works for an organization other than the service provider.
66
failure
A loss of ability to operate to specification, or to deliver the required output or outcome
67
feedback loop
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
68
four dimensions of service management
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
69
goods
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.
70
governance
The means by which an organization is directed and controlled.
71
identity
A unique name that is used to identify and grant system access rights to a user, person, or role.
72
improve
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.
73
incident
An unplanned interruption to a service or reduction in the quality of a service.
74
incident management
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
75
information and technology
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.
76
information security management practice
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
77
information security policy
The policy that governs an organization’s approach to information security management.
78
infrastructure and platform management practice
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.
79
integrity
A security objective that ensures information is only modified by authorized personnel and activities.
80
internal customer
A customer who works for the same organization as the service provider.
81
Internet of Things
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.
82
IT asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
83
IT asset management practice
The practice of planning and managing the full lifecycle of all IT assets.
84
IT infrastructure
All of the 1. hardware, 2. software, 3. networks, 4. and facilities that are required to 1. develop, 2. test, 3. deliver, 4. monitor, 5. manage, 6. and support IT services.
85
IT service
A service based on the use of information technology
86
ITIL
Best-practice guidance for IT service management.
87
ITIL guiding principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its 1. goals, 2. strategies, 3. type of work, 4. or management structure.
88
ITIL service value chain
An operating model for service providers that covers all the key activities required to effectively manage products and services.
89
Kanban
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
90
key performance indicator (KPI)
An important metric used to evaluate the success in meeting an objective.
91
knowledge management practice
The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization.
92
known error
A problem that has been analysed but has not been resolved.
93
Lean
An approach that focuses on improving workflows by maximizing value through the elimination of waste
94
lifecycle
The full set of 1. stages, 2. transitions, 3. and associated statuses in the life of a 1. service, 2. product, 3. practice, 4. or other entity.
95
live
Refers to a service or other configuration item operating in the live environment.
96
live environment
A controlled environment used in the delivery of IT services to service consumers
97
maintainability
The ease with which a service or other entity can be repaired or modified
98
major incident
An incident with significant business impact, requiring an immediate coordinated resolution.
99
management system
Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.
100
maturity
A measure of the 1. reliability, 2. efficiency and 3. effectiveness of an 1. organization, 2. practice, or 3. process.
101
mean time between failures (MTBF)
A metric of how frequently a service or other configuration item fails.
102
mean time to restore service (MTRS)
A metric of how quickly a service is restored after a failure.
103
measurement and reporting
The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.
104
metric
A measurement or calculation that is monitored or reported for management and improvement.
105
minimum viable product (MVP)
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
106
mission statement
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.
107
model
A representation of a 1. system, 2. practice, 3. process, 4. service, 5. or other entity that is used to understand and predict its behaviour and relationships.
108
monitoring
Repeated observation of a 1. system, 2. practice, 3. process, 4. service, 5. or other entity to detect events and to ensure that the current status is known.
109
monitoring and event management practice
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
110
obtain/build
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
111
operation
The routine running and management of an 1. activity, 2. product, 3. service, 4. or other configuration item.
112
operational technology
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.
113
organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
114
organizational change management practice
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.
115
organizational resilience
The ability of an organization to 1. anticipate, 2. prepare for, 3. respond to, 4. and adapt to unplanned external influences.
116
organizational velocity
The 1. speed, 2. effectiveness, and 3. efficiency with which an organization operates. Organizational velocity influences 1. time to market, 2. quality, 3. safety, 4. costs, 5. and risks.
117
organizations and people
One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as 1. its roles, 2. responsibilities, 3. and systems of authority 4. and communication, is well defined and supports its overall strategy and operating model.
118
outcome
A result for a stakeholder enabled by one or more outputs
119
output
A tangible or intangible deliverable of an activity.
120
outsourcing
The process of having external suppliers provide products and services that were previously provided internally.
121
partners and suppliers
One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the 1. design, 2. development, 3. deployment, 4. delivery, 5. support, 6. and/or continual improvement of services.
122
partnership
A relationship between two organizations that involves working closely together to achieve common goals and objectives.
123
performance
A measure of what is achieved or delivered 1. by a system, 2. person, 3. team, 4. practice, 5. or service.
124
pilot
A test implementation of a service with a limited scope in a live environment.
125
plan
The value chain activity that ensures a shared understanding 1. of the vision, 2. current status, 3. and improvement direction for all four dimensions and all products and services across an organization.
126
policy
Formally documented management expectations and intentions, used to direct decisions and activities
127
portfolio management practice
The practice of ensuring that an organization has the right mix of 1. programmes, 2. projects, 3. products, 4. and services to execute its strategy within its funding and resource constraints.
128
post-implementation review (PIR)
A review after the implementation of a change, to evaluate success and identify opportunities for improvement.
129
practice
A set of organizational resources designed for performing work or accomplishing an objective.
130
problem
A cause, or potential cause, of one or more incidents.
131
problem management practice
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
132
procedure
A documented way to carry out an activity or a process.
133
process
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
134
product
A configuration of an organization’s resources designed to offer value for a consumer
135
production environment
See live environment.
136
programme
A set of related projects and activities, and an organization structure created to direct and oversee them.
137
project
A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.
138
project management practice
The practice of ensuring that all an organization’s projects are successfully delivered.
139
quick win
An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.
140
record
A document stating results achieved and providing evidence of activities performed.
141
recovery
The activity of returning a configuration item to normal operation after a failure.
142
recovery point objective (RPO)
The point to which information used by an activity must be restored to enable the activity to operate on resumption.
143
recovery time objective (RTO)
The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.
144
relationship management practice
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
145
release
A version of a 1. service 2. or other configuration item, 3. or a collection of configuration items, that is made available for use.
146
release management practice
The practice of making new and changed services and features available for use.
147
reliability
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.
148
request catalogue
A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.
149
request for change (RFC)
A description of a proposed change used to initiate change control.
150
resolution
The action of solving an incident or problem.
151
resource
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.
152
retire
The act of permanently withdrawing a 1. product, 2. service, 3. or other configuration item from use.
153
risk
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.
154
risk assessment
An activity to identify, analyse, and evaluate risks.
155
risk management practice
The practice of ensuring that an organization understands and effectively handles risks.
156
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.
157
service action
Any action required to deliver a service output to a user. Service actions may be performed 1. by a service provider resource, 2. by service users, 3. or jointly.
158
service architecture
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.
159
service catalogue
Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.
160
service catalogue management practice
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.
161
service configuration management practice
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.
162
service consumption
Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
163
service continuity management practice
The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.
164
service design practice
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.
165
service desk
The point of communication between the service provider and all its users.
166
service desk practice
The practice of capturing demand for incident resolution and service requests
167
service financial management practice
The practice of supporting an organization’s strategies and plans for service management by ensuring that the organization’s financial resources and investments are being used effectively.
168
service level
One or more metrics that define expected or achieved service quality.
169
service level agreement (SLA)
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
170
service level management practice
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly 1. assessed, 2. monitored, 3. and managed against these targets.
171
service management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
172
service offering
A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include 1. goods, 2. access to resources, 3. and service actions.
173
service owner
A role that is accountable for the delivery of a specific service.
174
service portfolio
A complete set of products and services that are managed throughout their lifecycles by an organization.
175
service provider
A role performed by an organization in a service relationship to provide services to consumers
176
service provision
Activities performed by an organization to provide services. It includes 1. management of the provider’s resources, configured to deliver the service; 2. ensuring access to these resources for users; 3. fulfilment of the agreed service actions; 4. service level management; 5. and continual improvement. It may also include the supply of goods.
177
service relationship
A cooperation between a service provider and service consumer. Service relationships include 1. service provision, 2. service consumption, 3. and service relationship management.
178
service relationship management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
179
service request
A request from a user or a user’s authorized representative that initiates a service action which has been agreed a s a normal part of service delivery.
180
service request management practice
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.
181
service validation and testing practice
The practice of ensuring that new or changed products and services meet defined requirements.
182
service value system (SVS)
A model representing how all the components and activities of an organization work together to facilitate value creation.
183
software development and management practice
The practice of ensuring that applications meet stakeholder needs in terms of 1. functionality, 2. reliability, 3. maintainability, 4. compliance, 5. and auditability
184
sourcing
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.
185
specification
A documented description of the properties of a 1. product, 2. service, 3. or other configuration item.
186
sponsor
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.
187
stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
188
standard
A document, established by consensus and approved by a recognized body, that provides for 1. common and repeated use, 2. mandatory requirements, 3. guidelines, 4. or characteristics for its subject.
189
standard change
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization
190
status
A description of the specific states an entity can have at a given time.
191
strategy management practice
The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.
192
supplier
A stakeholder responsible for providing services that are used by an organization
193
supplier management practice
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
194
support team
A team with the responsibility to maintain normal operations address users’ requests, and resolve incidents and problems related to specified 1. products, 2. services, 3. or other configuration items.
195
system
A combination of interacting elements organized and maintained to achieve one or more stated purposes.
196
systems thinking
A holistic approach to analysis that focuses on the way that a system’s constituent parts work, interrelate, and interact over time, and within the context of other systems.
197
technical debt
The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer
198
test environment
A controlled environment established to test 1. products, 2. services, 3. and other configuration items.
199
third party
A stakeholder external to an organization
200
throughput
A measure of the amount of work performed by a 1. product, 2. service, 3. or other system over a given period of time
201
transaction
A unit of work consisting of an exchange between two or more participants or systems.
202
use case
A technique using realistic practical scenarios to define functional requirements and to design tests
203
user
A person who uses services
204
utility
The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both
205
utility requirements
Functional requirements which have been defined by the customer and are unique to a specific product.
206
validation
Confirmation that the 1. system, 2. product, 3. service, 4. or other entity meets the agreed specification.
207
value
The perceived benefits, usefulness, and importance of something
208
value stream
A series of steps an organization undertakes to create and deliver products and services to consumers.
209
value streams and processes
One of the four dimensions of service management. It defines the 1. activities, 2. workflows, 3. controls, 4. and procedures needed to achieve the agreed objectives.
210
vision
A defined aspiration of what an organization would like to become in the future.
211
warranty
Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. 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 ‘warranty’, if all defined and agreed conditions are met.
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warranty requirements
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
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waterfall method
A development approach that is linear and sequential with distinct objectives for each phase of development
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work instruction
A detailed description to be followed in order to perform an activity
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workaround
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
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workforce and talent management practice
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