ITIL DPI Glossary

Question 1

Personally answerable for an activity. This cannot be delegated, unlike responsibility.

Answer 1

Accountable

Question 2

The means of managing a risk, ensuring that a business objective is achieved, or that a
process is followed

Answer 2

Control

Question 3

The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.

Answer 3

Bid data

Question 4

A justification for the expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.

Answer 4

Business case

Question 5

A role that facilitates the development, application, and advocation of new ways of
working.

Answer 5

Change agent (förändringsledare)

Question 6

An approach to sales and customer relations in which staff focus on helping customers to meet their long-term needs and wants.

Answer 6

Customer orientation

Question 7

The amount of time required to complete a discrete unit of work, converting inputs into
outputs.

Answer 7

Cycle time

Question 8

Both the act and result of ensuring that a standard or set of guidelines is followed, or
that proper, consistent accounting or other practices are being employed.

Answer 8

Compliance

Question 9

An evaluation using metrics and other evidence to determine whether an improvement has achieved its desired outcomes and, if not, what needs to be done to complete the work.

Answer 9

Improvement review

Question 10

A metric that is used to assess and manage something.

Answer 10

Indicator

Question 11

Leading, conducting, or guiding someone or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives

Answer 11

Directing

Question 12

A model which provides organizations with a structured approach to implementing
improvements.

Answer 12

ITIL continual Improvement model

Question 13

The ability to understand the way people feel and react, and to use this skill to make good judgements and to avoid or solve conflicts.

Answer 13

Emotional intelligence

Question 14

An operating model for service providers that covers all the key activities required to effectively manage products and services

Answer 14

ITIL Service value chain

Question 15

An activity that compares two sets of data and identifies the differences; for example, comparing a set of requirements with the actual delivery, or the current state of an organization with a target future state.

Answer 15

Gap analysis

Question 16

A step of the value chain that an organization takes in the creation of value

Answer 16

ITIL Service value chain activity

Question 17

The means by which an organization is directed
and controlled

Answer 17

Governance

Question 18

A recommended practice that allows some discretion in its interpretation, implementation, or use.

Answer 18

Guideline

Question 19

A method for visualizing work, identifying potential blockages and resource conflicts, and
managing work in progress.

Answer 19

Kanban

Question 20

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.

Answer 20

Improve

Question 21

something that show historical performance

Answer 21

Lagging indicators

Question 22

A deliberately introduced change that results in increased value for one or more stakeholders.

Answer 22

Improvement

Question 23

The time taken to complete the execution of a process, usually measured from a specific perspective (e.g. that of the customer).

Answer 23

Lead time

Question 24

Someting that help to predict future performance.

Answer 24

Leading indicator

Question 25

The routine running and management of an activity, product, service, or other configuration item

Answer 25

Operation

Question 26

A work environment where trust, respect, curiosity, enquiry, playfulness, and intensity all co-exist to support learning and discovery

Answer 26

Lean culture

Question 27

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Answer 27

Organization

Question 28

An evaluation of an improvement initiative or iteration for the purpose of understanding what did or did not go well and what should be done differently in the future in similar circumstances.

Answer 28

Lessons-learned analysis

Question 29

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

Answer 29

Plan

Question 30

Coordinated activities to define, control, supervise, and improve something.

Answer 30

Management

Question 31

Formally documented management expectations and intentions, used to direct decisions and activities.

Answer 31

Policy

Question 32

A means of decreasing uncertainty based on one or more observations that are expressed in quantifiable units.

Answer 32

Measurement

Question 33

A model used to help define roles and responsibilities

Answer 33

RACI

Question 34

A measurement or calculation that is monitored or reported for management and improvement

Answer 34

Metric

Question 35

A detailed communication of information or knowledge about a topic or event.

Answer 35

Report

Question 36

A short but complete description of the overall purpose and intentions of an organization.

Answer 36

Mission

Question 37

Used to describe the individual who has the authority and is expected to deliver a task or activity; this can be delegated

Answer 37

Responsible

Question 38

The use of multiple service providers offering similar (if not the same) services, balancing the risks of relying on a single provider with the overhead of managing work across multiple providers.

Answer 38

Multi-sourcing

Question 39

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.

Answer 39

Risk

Question 40

A metric used to measure customer loyalty; often used as a proxy to measure customer satisfaction

Answer 40

Net promoter score

Question 41

A _ is a set of responsibilities, activities, and authorizations granted to a person or team in a specific context.

Answer 41

Role

Question 42

A conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself

Answer 42

Operating model

Question 43

The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes.

Answer 43

Scope of control

Question 44

The coordination and orchestration of work across all suppliers involved in the development and delivery of products and services.

Answer 44

Service integration and management

Question 45

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Answer 45

Stakeholder

Question 46

One or more metrics that define expected or achieved service quality.

Answer 46

Service level

Question 47

A broad approach or course of action defined by an organization for achieving its objectives.

Answer 47

Strategy

Question 48

A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service.

Answer 48

Service Level Agreement (SLA)

Question 49

A methodology for identifying the most important limiting factor (i.e. constraint, often referred to as a bottleneck) that stands in the way of creating value, and then systematically correcting that constraint until it is no longer the limiting factor.

Answer 49

Theory of constraints

Question 50

A set of specialized organizational capabilities for enabling value for customers in the form of services

Answer 50

Service management

Question 51

A group or department that functions as centre of excellence for service managementensuring continual development and the consistent application of management practices across an organization

Answer 51

Service Management Office (SMO)

Question 52

An important component of the organizational culture that defines an organization’s behaviour in service relationships. A service mindset includes the shared values and guiding principles adopted and followed by an organization.

Answer 52

Service mindset

Question 53

The totality of a service’s characteristics that are relevant to its ability to satisfy stated and implied needs

Answer 53

Service quality

Question 54

A model representing how all the components and activities of an organization work together to facilitate value creation

Answer 54

Service Value System (SVS)

Question 55

The perceived benefits, usefulness, and importance of something

Answer 55

Value

Question 56

A series of steps an organization undertakes to create and deliver products and services to consumers

Answer 56

Value stream

Question 57

A visual representation of a service value stream which shows the flow of work, information, and resources.

Answer 57

Value stream map

Question 58

A Lean management technique to visualize the steps needed to convert demand into value, used to identify opportunities to improve.

Answer 58

Value stream mapping

Question 59

A defined aspiration of what an organization would like to become in the future.

Answer 59

Vision