Glossary extras

Question 1

Change

Answer 1

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

Question 2

Customer Experience

Answer 2

The entirety of interactions between a customer and a service provider organization.

Question 3

ITIL

Answer 3

A good practice guidance applicable to all types of organizations that provide services to businesses.

Question 4

ITIL framework

Answer 4

A source of good practice in service management.

Question 5

ITIL guiding priniciples

Answer 5

Help to guide organizational decisions and actions, and ensure a shared understanding and unified approach to ITSM throughout the organization.

Question 6

ITSM

Answer 6

Focused on creating and maintaining value for both users and customers.

Question 7

Opportunity

Answer 7

Option or possibility to add value for stakeholders or otherwise improve the organization.

Question 8

Process

Answer 8

A set of interrelated or interacting activities that transform inputs into outputs.

Question 9

Service

Answer 9

A means of enabling value co-creation by facilitating outcomes desirable to its customers without their having to manage cost or risks.

Question 10

Consumer

Answer 10

A generic role an organization takes on when it receives a service.

Question 11

Do something

Answer 11

Progress iteratively with feedback