Glossary Definitions Flashcards
Memorize key terms
Report or metric that serves as a starting point against which progress or change can be assessed
Baseline
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
A person or group responsible for authorizing a change
Change Authority
A calendar that shows planned and historical changes
Change Schedule
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
A role performed by an organization in a relationship that uses (or consumes) those services
Consumer
Database or structured document to track and manage improvement ideas from identification through to final action
Continual Improvement Register (CIR)
The amount of money spent on a specific activity or resource
Cost
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
A change that must be introduced as soon as possible
Emergency Change
Any change of state that has significance for the management of a service or other configuration item
Event
Full Time Equivalent (2000 hours of work per year)
FTE
A method to evaluate the scope and nature of the distance to be travelled from the starting point to the achievement of the initiative’s vision
Gap Analysis
Transferred from the service provider over to the consumer
Goods
The means by which an organization is directed and controlled
Governance
A recommendation that guides an organization in all circumstances
Guiding Principles
An unplanned interruption to a service or reduction in the quality of a service
Incident
Any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
A problem that has been analyzed but has not been resolved
Known Error
A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives
Organization
Having both the capacity and the ability to perform the functions required
Organizational capability
A result for a stakeholder, enabled by one or more outputs
Outcome
A tangible or intangible deliverable of an activity (may be expressed in non-monetary terms)
Output
A set of organizational resources designed for performing work or accomplishing an objective
Practice
A cause, or potential cause, of one or more incidents
Problem
A set of interrelated or interacting activities that transforms inputs into outputs
Process
A configuration of resources created by the organization that will be potentially valuable for its consumers
Product
A version of a service or other configuration item, or a collection of configuration items, that is made available for use
Release
A possible event that could cause harm, loss, or make it more difficult to achieve objectives
Risk
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
Service
An action performed to address a consumer’s needs
Service Action
The activities performed by an organization to consume the services
Service Consumption
The point of communication between the service provider and all its users
Service Desk
One or more metrics that define expected or achieved service quality
Service Level
documented agreement between a service provider and a customer that identifies both services required and the expected level of service
Service Level Agreement (SLA)
A set of specialized organizational capabilities for enabling value to customers in the form of services
Service Management
It is a description of one or more services designed to address the needs of a target consumer group
Service Offering
A role performed by an organization in a service relationship to provide services to consumers
Service Provider
The activities performed by an organization to provide the services
Service Provision
A cooperation between a service provider and service consumer including service provision, service consumption, and service relationship management
Service Relationship
The activities that the service provider and the service consumer do together to enable value co-creation to occur based upon the service offerings
Service Relationship Management
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
Service Request
A framework for delivering value to customers through the delivery and management of IT-base services
Service Value System (SVS)
A person who authorizes the budget for service consumption
Sponsor
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization
Standard Change
A person who uses services
User
Functionality offered by a product or service to meet a particular need (what a service does) Fit for Purpose
Utility
The perceived benefits, usefulness, and importance of something
Value
A series of steps an organization undertakes to create and deliver products and services to service consumers
Value Stream
Assurance that a product or service will meet agreed requirements (how a service performs) Fit for Use
Warranty
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some (blank) reduce the likelihood of incidents
Workaround
Value chain activity to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization
Plan
Value chain activity to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service
Improve
Value chain activity to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stake holders
Engage
Value Chain activity to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market
Design and Transition
Value Chain activity to ensure that service components are available when and where they are needed, and meet agreed specifications
Obtain/Build
Value chain activity to ensure that services are delivered and supported according to agree specifications and stakeholders’ expectations
Deliver and Support
