Key Definitions Flashcards
Incident
An unplanned interruption or reduction in quality of a service
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services
IT Asset
Any financially valuable component that can contribute to the delivery of an
IT product or service
Config Item
any component that needs to be managed in order to deliver an IT service
Event
A change of state that has significance for the management of a service
Problem
The cause of an incident
Known Error
A problem that has been analysed but not yet resolved
Service
A means of enabling value co-creation without the customer having to manage specific costs and risks
Service management
A set of specialized organizational capabilities for enabling value in the form of services
Utility
Functionality. Fit for purpose
Warranty
Assurance that is fit for use
Service offering
formal description of one or more services, designed to address a need
Output
The outputs of a service. Deliverables
Outcome
The desired result of the output.
Customer
Defines the requirements of a service and takes responsibility for the outcomes
User
Uses the service
Sponsor
Authorises the budget for a service
Service management relationship
the joint activities performed by both provider and consumer to ensure the co-creation of value
