Glossary

Question 1

A list of minimum requirements that a service of service component must meet for it to be acceptable to key stakeholders

Answer 1

acceptance criteria

Question 2

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.

Answer 2

Agile

Question 3

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

Answer 3

architecture management practice

Question 4

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

Answer 4

asset register

Question 5

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

Answer 5

availability

Question 6

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

Answer 6

availability management practice

Question 7

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

Answer 7

baseline

Question 8

A way of working that has been proven to be successful by multiple organizations.

Answer 8

best practice

Question 9

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

Answer 9

big data

Question 10

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.

Answer 10

business analysis practice

Question 11

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

Answer 11

business case

Question 12

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

Answer 12

business impact analysis (BIA)

Question 13

A role responsible for maintaining good relationships with one or more customers.

Answer 13

business relationship manager (BRM)

Question 14

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

Answer 14

call

Question 15

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

Answer 15

call/contact centre

Question 16

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

Answer 16

capability

Question 17

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

Answer 17

capacity and performance management practice

Question 18

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

Answer 18

capacity planning

Question 19

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

Answer 19

change

Question 20

A person or group responsible for authorizing a change.

Answer 20

change authority

Question 21

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.

Answer 21

change control practice

Question 22

A repeatable approach to the management of a particular type of change.

Answer 22

change model

Question 23

A calendar that shows planned and historical changes.

Answer 23

change schedule

Question 24

The activity that assigns a price for services.

Answer 24

charging

Question 25

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.

Answer 25

cloud computing

Question 26

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

Answer 26

compliance

Question 27

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

Answer 27

confidentiality

Question 28

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.

Answer 28

configuration

Question 29

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

Answer 29

configuration item (CI)

Question 30

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

Answer 30

configuration management database (CMDB)

Question 31

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

Answer 31

configuration management system (CMS)

Question 32

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 (CMBD).

Answer 32

configuration record

Question 33

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.

Answer 33

continual improvement practice

Question 34

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.

Answer 34

continuous deployment

Question 35

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.

Answer 35

continuous integration / continuous delivery

Question 36

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

Answer 36

control

Question 37

The amount of money spent on a specific activity or resource.

Answer 37

cost

Question 38

A business unit or project to which costs are assigned.

Answer 38

cost centre

Question 39

A necessary precondition for the achievement of intended results.

Answer 39

critical success factor (CSF)

Question 40

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

Answer 40

culture

Question 41

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

Answer 41

customer

Question 42

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

Answer 42

customer experience (CX)

Question 43

A real-time graphical representation of data.

Answer 43

dashboard

Question 44

The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Answer 44

deliver and support

Question 45

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

Answer 45

demand

Question 46

The movement of any service component into any environment.

Answer 46

deployment

Question 47

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

Answer 47

deployment management practice

Question 48

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

Answer 48

design and transition

Question 49

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.

Answer 49

design thinking

Question 50

An environment used to create or modify IT services or applications.

Answer 50

development environment

Question 51

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

Answer 51

DevOps

Question 52

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

Answer 52

digital transformation

Question 53

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.

Answer 53

disaster

Question 54

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.

Answer 54

disaster recovery plans

Question 55

Something that influences strategy, objectives, or requirements.

Answer 55

driver

Question 56

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

Answer 56

effectiveness

Question 57

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

Answer 57

efficiency

Question 58

A change that mustbe introduced as soon as possible.

Answer 58

emergency change

Question 59

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

Answer 59

engage

Question 60

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.

Answer 60

environment

Question 61

A flaw or vulnerability that may cause incidents

Answer 61

error

Question 62

Problem management activities used to manage known errors.

Answer 62

error control

Question 63

The act of sharing awareness or transferring ownership of an issue or work item.

Answer 63

escalation

Question 64

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

Answer 64

event

Question 65

A customer who works for an organization other than the service provider.

Answer 65

external customer

Question 66

A loss of ability to operate to specification, or to deliver the required output or outcome.

Answer 66

failure

Question 67

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

Answer 67

feedback loop

Question 68

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

Answer 68

four dimensions of service management

Question 69

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.

Answer 69

goods

Question 70

The means by which an organization is directed and controlled.

Answer 70

governance

Question 71

A unique name that is used to identify and grant system access rights to a user, person, or role

Answer 71

identity

Question 72

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.

Answer 72

improve

Question 73

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

Answer 73

incident

Question 74

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

Answer 74

incident management

Question 75

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.

Answer 75

information and technology

Question 76

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

Answer 76

information security management practice

Question 77

The policy that governs an organization’s approach to information security management.

Answer 77

information security policy

Question 78

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.

Answer 78

infrastructure and platform management practice

Question 79

A security objective that ensures information is only modified by authorized personnel and activities.

Answer 79

integrity

Question 80

A customer who works for the same organization as the service provider.

Answer 80

internal customer

Question 81

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.

Answer 81

Internet of Things

Question 82

Any financiallyvaluable component that can contribute to the delivery of an IT product or service.

Answer 82

IT asset

Question 83

The practice of planning and managing the full lifecycle of all IT assets.

Answer 83

IT asset management practice

Question 84

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

Answer 84

IT infrastructure

Question 85

A service based on the use of information technology.

Answer 85

IT service

Question 86

Best-practice guidance for IT service management

Answer 86

ITIL

Question 87

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

Answer 87

ITIL guiding principles

Question 88

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

Answer 88

ITIL service value chain

Question 89

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

Answer 89

Kanban

Question 90

An important metric used to evaluate the success in meeting an objective.

Answer 90

key performance indicator (KPI)

Question 91

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

Answer 91

knowledge management practice

Question 92

A problem that has been analysed but has not been resolved.

Answer 92

known error

Question 93

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

Answer 93

Lean

Question 94

The full set of stages, transitions, and associated statuses in the life of aservice, product, practice, or other entity.

Answer 94

lifecycle

Question 95

Refers to a service or other configuration item operating in the live environment.

Answer 95

live

Question 96

A controlled environment used in the delivery of IT services to service consumers.

Answer 96

live environment

Question 97

Theease with which a service or other entity can be repaired or modified.

Answer 97

maintainability

Question 98

An incident with significant business impact, requiring an immediate coordinated resolution.

Answer 98

major incident

Question 99

Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.

Answer 99

management system

Question 100

A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.

Answer 100

maturity

Question 101

A metric of how frequently a service or other configuration item fails.

Answer 101

mean time between failures (MTBF)

Question 102

A metric of how quickly a service is restored after a failure.

Answer 102

mean time to restore service (MTRS)

Question 103

The practice of supporting good decision-making and continual improvementby decreasing levels of uncertainty.

Answer 103

measurement and reporting

Question 104

A measurement or calculation that is monitored or reported for management and improvement.

Answer 104

metric

Question 105

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

Answer 105

minimum viable product (MVP)

Question 106

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.

Answer 106

mission statement

Question 107

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

Answer 107

model

Question 108

The activity of creating, maintaining, and utilizing models.

Answer 108

modelling

Question 109

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

Answer 109

monitoring

Question 110

The practice of systematically observing services and service components, andrecording and reporting selected changes of state identified as events.

Answer 110

monitoring and event management practice

Question 111

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

Answer 111

obtain/build

Question 112

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

Answer 112

operation

Question 113

The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devicessuch as valves, pumps, etc.

Answer 113

operational technology

Question 114

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

Answer 114

organization

Question 115

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.

Answer 115

organizational change management practice

Question 116

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

Answer 116

organizational resilience

Question 117

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

Answer 117

organizational velocityThe speed, effectiveness, and efficiency with which an

Question 118

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.

Answer 118

organizations and people

Question 119

A result for a stakeholder enabled by one or more outputs.

Answer 119

outcome

Question 120

A tangible or intangible deliverable of an activity.

Answer 120

output

Question 121

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

Answer 121

outsourcing

Question 122

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.

Answer 122

partners and suppliers

Question 123

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

Answer 123

partnership

Question 124

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

Answer 124

performance

Question 125

A test implementation of a service with a limited scope in a live environment.

Answer 125

pilot

Question 126

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.

Answer 126

plan

Question 127

Formally documented management expectations and intentions, used to direct decisions and activities.

Answer 127

policy

Question 128

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.

Answer 128

portfolio management practice

Question 129

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

Answer 129

post-implementation review (PIR)

Question 130

A set of organizational resources designed for performing work or accomplishing an objective.

Answer 130

practice

Question 131

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

Answer 131

problem

Question 132

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

Answer 132

problem management practice

Question 133

A documented way to carry out an activity or a process.

Answer 133

procedure

Question 134

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.

Answer 134

process

Question 135

A configuration of an organization’s resources designed to offer value for a consumer.

Answer 135

product

Question 136

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

Answer 136

programme

Question 137

A controlled environment used in the delivery of IT services to service consumers.

Answer 137

production environment

Question 138

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

Answer 138

project

Question 139

The practice of ensuring that all an organization’s projects are successfully delivered.

Answer 139

project management practice

Question 140

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

Answer 140

quick win

Question 141

A document stating results achieved and providing evidence of activities performed.

Answer 141

record

Question 142

The activity of returning a configuration item to normal operation after a failure.

Answer 142

recovery

Question 143

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

Answer 143

recovery point objective (RPO)

Question 144

Themaximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.

Answer 144

recovery time objective (RTO)

Question 145

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

Answer 145

relationship management practice

Question 146

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

Answer 146

release

Question 147

The practice of making new and changed services and features available for use.

Answer 147

release management practice

Question 148

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.

Answer 148

reliability

Question 149

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

Answer 149

request catalogue

Question 150

A description of a proposed change used to initiate change control.

Answer 150

request for change (RFC)

Question 151

The action of solving an incident or problem.

Answer 151

resolution

Question 152

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.

Answer 152

resource

Question 153

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

Answer 153

retire

Question 154

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.

Answer 154

risk

Question 155

An activity to identify, analyse, and evaluate risks.

Answer 155

risk assessment

Question 156

The practice of ensuring that an organization understands and effectively handles risks.

Answer 156

risk management practice

Question 157

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

Answer 157

service

Question 158

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.

Answer 158

service action

Question 159

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.

Answer 159

service architecture

Question 160

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

Answer 160

service catalogue

Question 161

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.

Answer 161

service catalogue management practice

Question 162

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.

Answer 162

service configuration management practice

Question 163

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).

Answer 163

service consumption

Question 164

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

Answer 164

service continuity management practice

Question 165

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.

Answer 165

service design practice

Question 166

The point of communication between the service provider and all its users.

Answer 166

service desk

Question 167

The practice of capturing demand for incident resolution and service requests

Answer 167

service desk practice

Question 168

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.

Answer 168

service financial management practice

Question 169

One or more metrics that define expected or achieved service quality.

Answer 169

service level

Question 170

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

Answer 170

service level agreement (SLA)

Question 171

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.

Answer 171

service level management practice

Question 172

A set of specialized organizational capabilities for enabling value for customers in the form of services

Answer 172

service management

Question 173

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.

Answer 173

service offering

Question 174

A role that is accountable for the delivery of a specific service.

Answer 174

service owner

Question 175

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

Answer 175

service portfolio

Question 176

A role performed by an organization in a service relationship to provide services to consumers

Answer 176

service provider

Question 177

Activities performed by an organization to provide services. It includes management of the provider’s 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.

Answer 177

service provision

Question 178

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

Answer 178

service relationship

Question 179

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

Answer 179

service relationship managementJoint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed

Question 180

A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Answer 180

service request

Question 181

The practiceof supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 181

service request management practice

Question 182

The practice of ensuring that new or changed products and services meet defined requirements.

Answer 182

service validation and testing practice

Question 183

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

Answer 183

service value system (SVS)

Question 184

The practice of ensuringthat applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability

Answer 184

software development and management practice

Question 185

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.

Answer 185

sourcing

Question 186

A documented description of the properties of a product, service, or other configuration item.

Answer 186

specification

Question 187

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

Answer 187

sponsor

Question 188

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

Answer 188

stakeholder

Question 189

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.

Answer 189

standard

Question 190

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

Answer 190

standard change

Question 191

A description of the specific states an entity can have at a given time.

Answer 191

status

Question 192

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

Answer 192

strategy management practice

Question 193

A stakeholder responsible for providing services that are used by an organization.

Answer 193

supplier

Question 194

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.

Answer 194

supplier management practice

Question 195

A team with the responsibility to maintain normal operations, address users’ requests, and resolve incidents and problems related to specified products, services, or other configuration items.

Answer 195

support team

Question 196

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

Answer 196

system

Question 197

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.

Answer 197

systems thinking

Question 198

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

Answer 198

technical debt

Question 199

A controlled environment established to test products, services, and other configuration items.

Answer 199

test environment

Question 200

A stakeholder external to an organization

Answer 200

third party

Question 201

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

Answer 201

throughput

Question 202

A unit of work consisting of an exchange between two or more participants or systems.

Answer 202

transaction

Question 203

A technique using realistic practicalscenarios to define functional requirements and to design tests.

Answer 203

use case

Question 204

A person who uses services.

Answer 204

user

Question 205

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.

Answer 205

utility

Question 206

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

Answer 206

utility requirements

Question 207

Confirmation that the system, product, service, or other entity meets the agreed specification.

Answer 207

validation

Question 208

The perceived benefits, usefulness, and importance of something.

Answer 208

value

Question 209

A series of steps an organization undertakes to create and deliver products and services to consumers.

Answer 209

value stream

Question 210

One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures neededto achieve the agreed objectives.

Answer 210

value streams and processes

Question 211

A defined aspiration of what an organization would like to become in the future.

Answer 211

vision

Question 212

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.

Answer 212

warranty

Question 213

Typically non-functional requirements captured as inputs from key stakeholders and other practices.

Answer 213

warranty requirements

Question 214

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

Answer 214

waterfall method

Question 215

A detailed description to be followed in order to perform an activity.

Answer 215

work instruction

Question 216

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.

Answer 216

workaround

Question 217

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.

Answer 217

workforce and talent management practice