Glossary 4 Flashcards
What is efficiency?
A measure of whether the right amount of resources have been used by a practice, service, or activity.
What is an emergency change?
A change that must be introduced as soon as possible.
What does it mean to engage?
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
What is an environment in IT?
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.
What is an error?
A flaw or vulnerability that may cause incidents.
What is error control?
Problem management activities used to manage known errors.
What is escalation?
The act of sharing awareness or transferring ownership of an issue or work item.
What is an event?
Any change of state that has significance for the management of a service or other configuration item.
Who is an external customer?
A customer who works for an organisation other than the service provider.
What is a failure?
A loss of ability to operate to specification, or to deliver the required output or outcome.
What is a feedback loop?
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
What are the 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.
What are goods in the context of service management?
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.
What is governance?
The means by which an organisation is directed and controlled.
What is identity in IT?
A unique name that is used to identify and grant system access rights to a user, person, or role.
