Page 4-5 Flashcards
A set of organizational resources designed for performing work or accomplishing an objective.
Practice
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.
Change enablement
An addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
Deployment management
The practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.
Incident management
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Information security management
The practice of planning and managing the full lifecycle of all information technology assets.
IT asset management
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Monitoring and event management
Any change of state that has significance for the management of a service or other configuration item.
Event
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
A cause, or potential cause, of one or more incidents.
Problem
An unplanned interruption to a service or reduction in the quality of a service.
Incident
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.
Workaround
A problem that has been analyzed but has not been resolved.
Known error
The practice of aligning an organization’s 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.
Continual improvement
A high-level guide to support improvement initiatives using a cyclical sevel steps framework.
Continual improvement model
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT Asset
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Relationship management
The practice of making new and changed services and features available for use.
Release management
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.
Service configuration management
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.
Service level management
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.
Service request management
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
Supplier management
A documented agreement between a service provider and a customer that identifies services required and the expected level of service.
Service Level Agreement (SLA)
The practice designed to capture demand for incident resolution and service requests.
Service desk
