Glossary 3 Flashcards
What is cost?
The amount of money spent on a specific activity or resource.
What is a cost centre?
A business unit or project to which costs are assigned.
What is a critical success factor (CSF)?
A necessary precondition for the achievement of intended results.
What is culture?
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
Who is a Customer?
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
What is customer experience (CX)?
The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.
What is a dashboard?
A real-time graphical representation of data.
What does deliver and support mean?
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholder expectations.
What is demand?
Input to the service value system based on opportunities and needs from internal and external stakeholders.
What is deployment?
The movement of any service component into any environment.
What is deployment management?
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
What is design and transition?
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time-to-market.
What is 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 organisation and its customers.
What is a development environment?
An environment used to create or modify IT services or applications.
What is DevOps?
An organisational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS).
