Glossary Flashcards
What are acceptance criteria?
A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
What is 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, prioritisation, iterative and incremental delivery, and timeboxing.
What is architecture management?
The practice of providing an understanding of all the different elements that make up an organisation and how those elements relate to one another.
What is an asset register?
A database or list of assets, capturing key attributes such as ownership and financial value.
What is availability?
The ability of an IT service or other configuration item to perform its agreed function when required.
What is availability management?
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
What is a baseline?
A report or metric that serves as a starting point against which progress or change can be assessed.
What is best practice?
A way of working that has been proven to be successful by multiple organisations.
What is big data?
The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.
What is 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.
What is a business case?
A justification for expenditure of organisational resources, providing information about costs, benefits, options, risks, and issues.
What is business impact analysis (BIA)?
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
What is a business relationship manager (BRM)?
A role responsible for maintaining good relationships with one or more customers.
What is a 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.
What is a call/contact centre?
An organisation or business unit that handles large numbers of incoming and outgoing calls and other interactions.
