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HM ITIL4 Glossary > Glossary Item to Definition > Flashcards

Glossary Item to Definition Flashcards

1
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>acceptance criteria</strong></span></p>

A

<p><span><strong>A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders. </strong></span></p>

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2
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>Agile</strong></span></p>

A

<p><span><strong>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, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban. </strong></span></p>

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3
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>architecture management practice</strong></span></p>

A

<p><span><strong>The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another. </strong></span></p>

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4
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>asset register</strong></span></p>

A

<p><span><strong>A database or list of assets, capturing key attributes such as ownership and financial value. </strong></span></p>

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5
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>availability</strong></span></p>

A

<p><span><strong>The ability of an IT service or other configuration item to perform its agreed function when required. </strong></span></p>

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6
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>availability management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users. </strong></span></p>

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7
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>baseline</strong></span></p>

A

<p><span><strong>A report or metric that serves as a starting point against which progress or change can be assessed. </strong></span></p>

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8
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>best practice</strong></span></p>

A

<p><span><strong>A way of working that has been proven to be successful by multiple organizations. </strong></span></p>

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9
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>big data</strong></span></p>

A

<p><span><strong>The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights. </strong></span></p>

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10
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>business analysis practice</strong></span></p>

A

<p><span><strong>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. </strong></span></p>

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11
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>business case</strong></span></p>

A

<p><span><strong>A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues. </strong></span></p>

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12
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>business impact analysis (BIA)</strong></span></p>

A

<p><span><strong>A key activity in the practice of service continuity management that identifies vital business functions and their dependencies. </strong></span></p>

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13
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>business relationship manager (BRM)</strong></span></p>

A

<p><span><strong>A role responsible for maintaining good relationships with one or more customers. </strong></span></p>

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14
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>call</strong></span></p>

A

<p><span><strong>An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged. </strong></span></p>

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15
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>call/contact centre</strong></span></p>

A

<p><span><strong>An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. </strong></span></p>

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16
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>capability</strong></span></p>

A

<p><span><strong>The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity. </strong></span></p>

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17
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>capacity and performance management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way. </strong></span></p>

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18
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>capacity planning</strong></span></p>

A

<p><span><strong>The activity of creating a plan that manages resources to meet demand for services. </strong></span></p>

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19
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>change</strong></span></p>

A

<p><span><strong>The addition, modification, or removal of anything that could have a direct or indirect effect on services. </strong></span></p>

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20
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>change authority</strong></span></p>

A

<p><span><strong>A person or group responsible for authorizing a change.</strong></span></p>

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21
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>change control practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes. </strong></span></p>

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22
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>change model</strong></span></p>

A

<p><span><strong>A repeatable approach to the management of a particular type of change. </strong></span></p>

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23
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>change schedule</strong></span></p>

A

<p><span><strong>A calendar that shows planned and historical changes. </strong></span></p>

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24
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>charging</strong></span></p>

A

<p><span><strong>The activity that assigns a price for services. </strong></span></p>

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25
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>cloud computing</strong></span></p>

A

<p><span><strong>A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction. </strong></span></p>

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26
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>compliance</strong></span></p>

A

<p><span><strong>The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed. </strong></span></p>

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27
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>confidentiality</strong></span></p>

A

<p><span><strong>A security objective that ensures information is not made available or disclosed to unauthorized entities. </strong></span></p>

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28
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>configuration</strong></span></p>

A

<p><span><strong>An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs. </strong></span></p>

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29
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>configuration item (CI)</strong></span></p>

A

<p><span><strong>Any component that needs to be managed in order to deliver an IT service. </strong></span></p>

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30
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>configuration management database (CMDB)</strong></span></p>

A

<p><span><strong>A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records. </strong></span></p>

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31
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>configuration management system (CMS)</strong></span></p>

A

<p><span><strong>A set of tools, data, and information that is used to support service configuration management. </strong></span></p>

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32
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>configuration record</strong></span></p>

A

<p><span><strong>A record containing the details of a configuration item (CI). Each configuration record documents the lifecycle of a single CI. Configuration records are stored in a configuration management database. </strong></span></p>

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33
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>continual improvement practice</strong></span></p>

A

<p><span><strong>The practice of aligning an organizationÕs practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services. </strong></span></p>

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34
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>continuous deployment</strong></span></p>

A

<p><span><strong>An integrated set of practices and tools used to deploy software changes into the production environment. These software changes have already passed pre-defined automated tests. </strong></span></p>

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35
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>continuous integration/continuous delivery</strong></span></p>

A

<p><span><strong>An integrated set of practices and tools used to merge developersÕ code, build and test the resulting software, and package it so that it is ready for deployment. </strong></span></p>

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36
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>control</strong></span></p>

A

<p><span><strong>The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. </strong></span></p>

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37
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>cost</strong></span></p>

A

<p><span><strong>The amount of money spent on a specific activity or resource. </strong></span></p>

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38
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>cost centre</strong></span></p>

A

<p><span><strong>A business unit or project to which costs are assigned. </strong></span></p>

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39
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>critical success factor (CSF)</strong></span></p>

A

<p><span><strong>A necessary precondition for the achievement of intended results. </strong></span></p>

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40
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>culture</strong></span></p>

A

<p><span><strong>A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. </strong></span></p>

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41
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>customer</strong></span></p>

A

<p><span><strong>A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. </strong></span></p>

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42
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>customer experience (CX)</strong></span></p>

A

<p><span><strong>The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer. </strong></span></p>

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43
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>dashboard</strong></span></p>

A

<p><span><strong>A real-time graphical representation of data. </strong></span></p>

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44
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>deliver and support</strong></span></p>

A

<p><span><strong>The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholdersÕ expectations. </strong></span></p>

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45
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>demand</strong></span></p>

A

<p><span><strong>Input to the service value system based on opportunities and needs from internal and external stakeholders. </strong></span></p>

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46
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>deployment</strong></span></p>

A

<p><span><strong>The movement of any service component into any environment. </strong></span></p>

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47
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>deployment management practice</strong></span></p>

A

<p><span><strong>The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments. </strong></span></p>

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48
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>design and transition</strong></span></p>

A

<p><span><strong>The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. </strong></span></p>

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49
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>design thinking</strong></span></p>

A

<p><span><strong>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 organization and its customers. </strong></span></p>

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50
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>development environment</strong></span></p>

A

<p><span><strong>An environment used to create or modify IT services or applications. </strong></span></p>

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51
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>DevOps</strong></span></p>

A

<p><span><strong>An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS). </strong></span></p>

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52
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>digital transformation</strong></span></p>

A

<p><span><strong>The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role. </strong></span></p>

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53
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>disaster</strong></span></p>

A

<p><span><strong>A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an organization failing to provide critical business functions for some predetermined minimum period of time. </strong></span></p>

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54
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>disaster recovery plans</strong></span></p>

A

<p><span><strong>A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management. </strong></span></p>

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55
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>driver</strong></span></p>

A

<p><span><strong>Something that influences strategy, objectives, or requirements. </strong></span></p>

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56
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>effectiveness</strong></span></p>

A

<p><span><strong>A measure of whether the objectives of a practice, service or activity have been achieved. </strong></span></p>

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57
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>efficiency</strong></span></p>

A

<p><span><strong>A measure of whether the right amount of resources have been used by a practice, service, or activity. </strong></span></p>

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58
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>emergency change</strong></span></p>

A

<p><span><strong>A change that must be introduced as soon as possible. </strong></span></p>

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59
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>engage</strong></span></p>

A

<p><span><strong>The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders. </strong></span></p>

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60
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>environment</strong></span></p>

A

<p><span><strong>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. </strong></span></p>

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61
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>error</strong></span></p>

A

<p><span><strong>A flaw or vulnerability that may cause incidents. </strong></span></p>

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62
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>error control</strong></span></p>

A

<p><span><strong>Problem management activities used to manage known errors. </strong></span></p>

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63
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>escalation</strong></span></p>

A

<p><span><strong>The act of sharing awareness or transferring ownership of an issue or work item.</strong></span></p>

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64
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>event</strong></span></p>

A

<p><span><strong>Any change of state that has significance for the management of a service or other configuration item. </strong></span></p>

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65
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>external customer</strong></span></p>

A

<p><span><strong>A customer who works for an organization other than the service provider. </strong></span></p>

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66
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>failure</strong></span></p>

A

<p><span><strong>A loss of ability to operate to specification, or to deliver the required output or outcome. </strong></span></p>

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67
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>four dimensions of service management</strong></span></p>

A

<p><span><strong>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. </strong></span></p>

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68
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>goods</strong></span></p>

A

<p><span><strong>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. </strong></span></p>

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69
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>governance</strong></span></p>

A

<p><span><strong>The means by which an organization is directed and controlled. </strong></span></p>

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70
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>identity</strong></span></p>

A

<p><span><strong>A unique name that is used to identify and grant system access rights to a user, person, or role. </strong></span></p>

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71
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>improve</strong></span></p>

A

<p><span><strong>The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. </strong></span></p>

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72
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>incident</strong></span></p>

A

<p><span><strong>An unplanned interruption to a service or reduction in the quality of a service. </strong></span></p>

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73
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>incident management</strong></span></p>

A

<p><span><strong>The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. </strong></span></p>

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74
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>information and technology</strong></span></p>

A

<p><span><strong>One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system. </strong></span></p>

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75
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>information security management practice</strong></span></p>

A

<p><span><strong>The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information. </strong></span></p>

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76
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>information security policy</strong></span></p>

A

<p><span><strong>The policy that governs an organizationÕs approach to information security management. </strong></span></p>

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77
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>infrastructure and platform management practice</strong></span></p>

A

<p><span><strong>The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties. </strong></span></p>

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78
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>integrity</strong></span></p>

A

<p><span><strong>A security objective that ensures information is only modified by authorized personnel and activities. </strong></span></p>

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79
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>feedback loop</strong></span></p>

A

<p><span><strong>A technique whereby the outputs of one part of a system are used as inputs to the same part of the system. </strong></span></p>

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80
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>internal customer</strong></span></p>

A

<p><span><strong>A customer who works for the same organization as the service provider. </strong></span></p>

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81
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>Internet of Things</strong></span></p>

A

<p><span><strong>The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity. </strong></span></p>

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82
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>IT asset</strong></span></p>

A

<p><span><strong>Any financially valuable component that can contribute to the delivery of an IT product or service. </strong></span></p>

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83
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>IT asset management practice</strong></span></p>

A

<p><span><strong>The practice of planning and managing the full lifecycle of all IT assets. </strong></span></p>

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84
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>IT infrastructure</strong></span></p>

A

<p><span><strong>All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services. </strong></span></p>

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85
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>IT service</strong></span></p>

A

<p><span><strong>A service based on the use of information technology. </strong></span></p>

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86
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>ITIL</strong></span></p>

A

<p><span><strong>Best-practice guidance for IT service management. </strong></span></p>

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87
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>ITIL guiding principles</strong></span></p>

A

<p><span><strong>Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. </strong></span></p>

88
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>ITIL service value chain</strong></span></p>

A

<p><span><strong>An operating model for service providers that covers all the key activities required to effectively manage products and services. </strong></span></p>

89
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>Kanban</strong></span></p>

A

<p><span><strong>A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress. </strong></span></p>

90
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>key performance indicator (KPI)</strong></span></p>

A

<p><span><strong>An important metric used to evaluate the success in meeting an objective. </strong></span></p>

91
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>knowledge management practice</strong></span></p>

A

<p><span><strong>The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization. </strong></span></p>

92
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>known error</strong></span></p>

A

<p><span><strong>A problem that has been analysed but has not been resolved. </strong></span></p>

93
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>Lean</strong></span></p>

A

<p><span><strong>An approach that focuses on improving workflows by maximizing value through the elimination of waste. </strong></span></p>

94
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>lifecycle</strong></span></p>

A

<p><span><strong>The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity. </strong></span></p>

95
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>live</strong></span></p>

A

<p><span><strong>Refers to a service or other configuration item operating in the live environment. </strong></span></p>

96
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>live environment</strong></span></p>

A

<p><span><strong>A controlled environment used in the delivery of IT services to service consumers.</strong></span></p>

97
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>maintainability</strong></span></p>

A

<p><span><strong>The ease with which a service or other entity can be repaired or modified. </strong></span></p>

98
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>major incident</strong></span></p>

A

<p><span><strong>An incident with significant business impact, requiring an immediate coordinated resolution. </strong></span></p>

99
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>management system</strong></span></p>

A

<p><span><strong>Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives. </strong></span></p>

100
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>maturity</strong></span></p>

A

<p><span><strong>A measure of the reliability, efficiency and effectiveness of an organization, practice, or process. </strong></span></p>

101
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>mean time between failures (MTBF)</strong></span></p>

A

<p><span><strong>A metric of how frequently a service or other configuration item fails. </strong></span></p>

102
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>mean time to restore service (MTRS)</strong></span></p>

A

<p><span><strong>A metric of how quickly a service is restored after a failure. </strong></span></p>

103
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>measurement and reporting</strong></span></p>

A

<p><span><strong>The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty. </strong></span></p>

104
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>metric</strong></span></p>

A

<p><span><strong>A measurement or calculation that is monitored or reported for management and improvement. </strong></span></p>

105
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>minimum viable product (MVP)</strong></span></p>

A

<p><span><strong>A product with just enough features to satisfy early customers, and to provide feedback for future product development. </strong></span></p>

106
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>mission statement</strong></span></p>

A

<p><span><strong>A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done. </strong></span></p>

107
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>model</strong></span></p>

A

<p><span><strong>A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships. </strong></span></p>

108
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>modelling</strong></span></p>

A

<p><span><strong>The activity of creating, maintaining, and utilizing models. </strong></span></p>

109
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>monitoring</strong></span></p>

A

<p><span><strong>Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known. </strong></span></p>

110
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>monitoring and event management practice</strong></span></p>

A

<p><span><strong>The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. </strong></span></p>

111
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>obtain/build</strong></span></p>

A

<p><span><strong>The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. </strong></span></p>

112
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>operation</strong></span></p>

A

<p><span><strong>The routine running and management of an activity, product, service, or other configuration item. </strong></span></p>

113
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>operational technology</strong></span></p>

A

<p><span><strong>The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc. </strong></span></p>

114
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>organization</strong></span></p>

A

<p><span><strong>A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. </strong></span></p>

115
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>organizational change management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes. </strong></span></p>

116
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>organizational resilience</strong></span></p>

A

<p><span><strong>The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences. </strong></span></p>

117
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>organizational velocity</strong></span></p>

A

<p><span><strong>The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks. </strong></span></p>

118
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>organizations and people</strong></span></p>

A

<p><span><strong>One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model. </strong></span></p>

119
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>outcome</strong></span></p>

A

<p><span><strong>A result for a stakeholder enabled by one or more outputs. </strong></span></p>

120
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>output</strong></span></p>

A

<p><span><strong>A tangible or intangible deliverable of an activity. </strong></span></p>

121
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>outsourcing</strong></span></p>

A

<p><span><strong>The process of having external suppliers provide products and services that were previously provided internally. </strong></span></p>

122
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>partners and suppliers</strong></span></p>

A

<p><span><strong>One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. </strong></span></p>

123
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>partnership</strong></span></p>

A

<p><span><strong>A relationship between two organizations that involves working closely together to achieve common goals and objectives. </strong></span></p>

124
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>performance</strong></span></p>

A

<p><span><strong>A measure of what is achieved or delivered by a system, person, team, practice, or service. </strong></span></p>

125
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>pilot</strong></span></p>

A

<p><span><strong>A test implementation of a service with a limited scope in a live environment. </strong></span></p>

126
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>plan</strong></span></p>

A

<p><span><strong>The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization. </strong></span></p>

127
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>policy</strong></span></p>

A

<p><span><strong>Formally documented management expectations and intentions, used to direct decisions and activities. </strong></span></p>

128
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>portfolio management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that an organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints. </strong></span></p>

129
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>post-implementation review (PIR)</strong></span></p>

A

<p><span><strong>A review after the implementation of a change, to evaluate success and identify opportunities for improvement. </strong></span></p>

130
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>practice</strong></span></p>

A

<p><span><strong>A set of organizational resources designed for performing work or accomplishing an objective. </strong></span></p>

131
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>problem</strong></span></p>

A

<p><span><strong>A cause, or potential cause, of one or more incidents. </strong></span></p>

132
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>problem management practice</strong></span></p>

A

<p><span><strong>The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. </strong></span></p>

133
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>procedure</strong></span></p>

A

<p><span><strong>A documented way to carry out an activity or a process. </strong></span></p>

134
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>process</strong></span></p>

A

<p><span><strong>A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies. </strong></span></p>

135
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>product</strong></span></p>

A

<p><span><strong>A configuration of an organizationÕs resources designed to offer value for a consumer. </strong></span></p>

136
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>production environment</strong></span></p>

A

<p><span><strong>A controlled environment used in the delivery of IT services to service consumers.</strong></span></p>

137
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>programme</strong></span></p>

A

<p><span><strong>A set of related projects and activities, and an organization structure created to direct and oversee them. </strong></span></p>

138
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>project</strong></span></p>

A

<p><span><strong>A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case. </strong></span></p>

139
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>project management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that all an organizationÕs projects are successfully delivered. </strong></span></p>

140
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>quick win</strong></span></p>

A

<p><span><strong>An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort. </strong></span></p>

141
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>record</strong></span></p>

A

<p><span><strong>A document stating results achieved and providing evidence of activities performed. </strong></span></p>

142
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>recovery</strong></span></p>

A

<p><span><strong>The activity of returning a configuration item to normal operation after a failure. </strong></span></p>

143
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>recovery point objective (RPO)</strong></span></p>

A

<p><span><strong>The point to which information used by an activity must be restored to enable the activity to operate on resumption. </strong></span></p>

144
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>recovery time objective (RTO)</strong></span></p>

A

<p><span><strong>The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization. </strong></span></p>

145
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>relationship management practice</strong></span></p>

A

<p><span><strong>The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels. </strong></span></p>

146
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>release</strong></span></p>

A

<p><span><strong>A version of a service or other configuration item, or a collection of configuration items, that is made available for use. </strong></span></p>

147
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>release management practice</strong></span></p>

A

<p><span><strong>The practice of making new and changed services and features available for use. </strong></span></p>

148
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>reliability</strong></span></p>

A

<p><span><strong>The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles. </strong></span></p>

149
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>request catalogue</strong></span></p>

A

<p><span><strong>A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user. </strong></span></p>

150
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>request for change (RFC)</strong></span></p>

A

<p><span><strong>A description of a proposed change used to initiate change control. </strong></span></p>

151
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>resolution</strong></span></p>

A

<p><span><strong>The action of solving an incident or problem. </strong></span></p>

152
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>resource</strong></span></p>

A

<p><span><strong>A person, or other entity, that is required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner. </strong></span></p>

153
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>retire</strong></span></p>

A

<p><span><strong>The act of permanently withdrawing a product, service, or other configuration item from use. </strong></span></p>

154
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>risk</strong></span></p>

A

<p><span><strong>A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. </strong></span></p>

155
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>risk assessment</strong></span></p>

A

<p><span><strong>An activity to identify, analyse, and evaluate risks. </strong></span></p>

156
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>risk management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that an organization understands and effectively handles risks. </strong></span></p>

157
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service</strong></span></p>

A

<p><span><strong>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. </strong></span></p>

158
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service action</strong></span></p>

A

<p><span><strong>Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly. </strong></span></p>

159
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service architecture</strong></span></p>

A

<p><span><strong>A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service. </strong></span></p>

160
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service catalogue</strong></span></p>

A

<p><span><strong>Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. </strong></span></p>

161
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service catalogue management practice</strong></span></p>

A

<p><span><strong>The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience. </strong></span></p>

162
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service configuration management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed. </strong></span></p>

163
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service consumption</strong></span></p>

A

<p><span><strong>Activities performed by an organization to consume services. It includes the management of the consumerÕs resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required). </strong></span></p>

164
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service continuity management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster. </strong></span></p>

165
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service design practice</strong></span></p>

A

<p><span><strong>The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem. </strong></span></p>

166
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service desk</strong></span></p>

A

<p><span><strong>The point of communication between the service provider and all its users. </strong></span></p>

167
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service desk practice</strong></span></p>

A

<p><span><strong>The practice of capturing demand for incident resolution and service requests. </strong></span></p>

168
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service financial management practice</strong></span></p>

A

<p><span><strong>The practice of supporting an organizationÕs strategies and plans for service management by ensuring that the organizationÕs financial resources and investments are being used effectively. </strong></span></p>

169
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service level</strong></span></p>

A

<p><span><strong>One or more metrics that define expected or achieved service quality. </strong></span></p>

170
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service level agreement (SLA)</strong></span></p>

A

<p><span><strong>A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. </strong></span></p>

171
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service level management practice</strong></span></p>

A

<p><span><strong>The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. </strong></span></p>

172
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service management</strong></span></p>

A

<p><span><strong>A set of specialized organizational capabilities for enabling value for customers in the form of services. </strong></span></p>

173
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service offering</strong></span></p>

A

<p><span><strong>A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions. </strong></span></p>

174
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service owner</strong></span></p>

A

<p><span><strong>A role that is accountable for the delivery of a specific service. </strong></span></p>

175
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service portfolio</strong></span></p>

A

<p><span><strong>A complete set of products and services that are managed throughout their lifecycles by an organization. </strong></span></p>

176
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service provider</strong></span></p>

A

<p><span><strong>A role performed by an organization in a service relationship to provide services to consumers. </strong></span></p>

177
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service provision</strong></span></p>

A

<p><span><strong>Activities performed by an organization to provide services. It includes management of the providerÕs resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods. </strong></span></p>

178
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service relationship</strong></span></p>

A

<p><span><strong>A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management. </strong></span></p>

179
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service relationship management</strong></span></p>

A

<p><span><strong>Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. </strong></span></p>

180
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service request</strong></span></p>

A

<p><span><strong>A request from a user or a userÕs authorized representative that initiates a service action which has been agreed as a normal part of service delivery. </strong></span></p>

181
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service request management practice</strong></span></p>

A

<p><span><strong>The practice of supporting the agreed quality of a service by handling all pre- defined, user-initiated service requests in an effective and user-friendly manner. </strong></span></p>

182
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service validation and testing practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that new or changed products and services meet defined requirements. </strong></span></p>

183
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>service value system (SVS)</strong></span></p>

A

<p><span><strong>A model representing how all the components and activities of an organization work together to facilitate value creation. </strong></span></p>

184
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>software development and management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability. </strong></span></p>

185
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>sourcing</strong></span></p>

A

<p><span><strong>The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary. </strong></span></p>

186
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>specification</strong></span></p>

A

<p><span><strong>A documented description of the properties of a product, service, or other configuration item. </strong></span></p>

187
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>sponsor</strong></span></p>

A

<p><span><strong>A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative. </strong></span></p>

188
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>stakeholder</strong></span></p>

A

<p><span><strong>A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity. </strong></span></p>

189
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>standard</strong></span></p>

A

<p><span><strong>A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject. </strong></span></p>

190
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>standard change</strong></span></p>

A

<p><span><strong>A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization. </strong></span></p>

191
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>status</strong></span></p>

A

<p><span><strong>A description of the specific states an entity can have at a given time. </strong></span></p>

192
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>strategy management practice</strong></span></p>

A

<p><span><strong>The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals. </strong></span></p>

193
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>supplier</strong></span></p>

A

<p><span><strong>A stakeholder responsible for providing services that are used by an organization. </strong></span></p>

194
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>supplier management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that an organizationÕs suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services. </strong></span></p>

195
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>support team</strong></span></p>

A

<p><span><strong>A team with the responsibility to maintain normal operations, address usersÕ requests, and resolve incidents and problems related to specified products, services, or other configuration items. </strong></span></p>

196
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>system</strong></span></p>

A

<p><span><strong>A combination of interacting elements organized and maintained to achieve one or more stated purposes. </strong></span></p>

197
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>systems thinking</strong></span></p>

A

<p><span><strong>A holistic approach to analysis that focuses on the way that a systemÕs constituent parts work, interrelate, and interact over time, and within the context of other systems. </strong></span></p>

198
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>technical debt</strong></span></p>

A

<p><span><strong>The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer. </strong></span></p>

199
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>test environment</strong></span></p>

A

<p><span><strong>A controlled environment established to test products, services, and other configuration items. </strong></span></p>

200
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>third party</strong></span></p>

A

<p><span><strong>A stakeholder external to an organization. </strong></span></p>

201
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>throughput</strong></span></p>

A

<p><span><strong>A measure of the amount of work performed by a product, service, or other system over a given period of time. </strong></span></p>

202
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>transaction</strong></span></p>

A

<p><span><strong>A unit of work consisting of an exchange between two or more participants or systems. </strong></span></p>

203
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>use case</strong></span></p>

A

<p><span><strong>A technique using realistic practical scenarios to define functional requirements and to design tests. </strong></span></p>

204
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>user</strong></span></p>

A

<p><span><strong>A person who uses services. </strong></span></p>

205
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>utility</strong></span></p>

A

<p><span><strong>The functionality offered by a product or service to meet a particular need. Utility can be summarized as Ôwhat the service doesÕ and can be used to determine whether a service is Ôfit for purposeÕ. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both. </strong></span></p>

206
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>utility requirements</strong></span></p>

A

<p><span><strong>Functional requirements which have been defined by the customer and are unique to a specific product. </strong></span></p>

207
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>validation</strong></span></p>

A

<p><span><strong>Confirmation that the system, product, service, or other entity meets the agreed specification. </strong></span></p>

208
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>value</strong></span></p>

A

<p><span><strong>The perceived benefits, usefulness, and importance of something. </strong></span></p>

209
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>value stream</strong></span></p>

A

<p><span><strong>A series of steps an organization undertakes to create and deliver products and services to consumers. </strong></span></p>

210
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>value streams and processes</strong></span></p>

A

<p><span><strong>One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives. </strong></span></p>

211
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>vision</strong></span></p>

A

<p><span><strong>A defined aspiration of what an organization would like to become in the future. </strong></span></p>

212
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>warranty</strong></span></p>

A

<p><span><strong>Assurance that a product or service will meet agreed requirements. Warranty can be summarized as Ôhow the service performsÕ and can be used to determine whether a service is Ôfit for useÕ. Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or ÔwarrantyÕ, if all defined and agreed conditions are met. </strong></span></p>

213
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>warranty requirements</strong></span></p>

A

<p><span><strong>Typically non-functional requirements captured as inputs from key stakeholders and other practices. </strong></span></p>

214
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>waterfall method</strong></span></p>

A

<p><span><strong>A development approach that is linear and sequential with distinct objectives for each phase of development. </strong></span></p>

215
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>work instruction</strong></span></p>

A

<p><span><strong>A detailed description to be followed in order to perform an activity. </strong></span></p>

216
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>workaround</strong></span></p>

A

<p><span><strong>A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents. </strong></span></p>

217
Q

<p><strong>Describe the definition for </strong></p>

<p></p>

<p><span><strong>workforce and talent management practice</strong></span></p>

A

<p><span><strong>The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives. </strong></span></p>

HM ITIL4 Glossary (2 decks)

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