Reference Card Vocab - Page 2 Flashcards
What defines the perspective, position, plans and patterns that a service provider must execute to meet an organization’s business outcomes?
Service strategy
What designs IT services and the governing IT practices, processes and policies to realize the service provider’s strategy?
Service design
What ensures that new, modified, retired or transferred services meet the expectations of the business?
Service transition
What coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
Service operation
What aligns IT services with changing business needs by identifying and implementing improvements?
Continual service improvement
What ensures the right mix of services?
Service portfolio management
What secures funding needed to meet strategy?
Financial management
What understands, anticipates, and influences demand?
Demand management
What maintains relationships and identifies needs?
Business relationship management
What coordinates and controls Service Design activities and processes?
Design coordination
What provides information about services that are live and being prepared for deployment?
Service catalog management
What ensures an agreed level of service is provided for all current and future services?
Service level management
What ensures service availability meets agreed needs?
Availability management
What ensures capacity and performance of services and infrastructure meets agreed needs?
Capacity management
What manages risks to ensure minimum continuity-related service levels meet agreed needs?
IT service continuity management
What ensures CIA of assets, information, data, and IT services meets agreed needs?
Information security management
What manages suppliers and their services; ensures seamless IT service quality and value for money?
Supplier management
What plans, transitions, and coordinates resources?
Transition planning and support
What controls changes throughout their lifecycle?
Change management
What controls assets required to deliver services?
Service asset and configuration management
What builds, tests, and deploys releases?
Release and deployment management
What enables informed decisions by ensuring the right information is delivered to the right place or person at the right time?
Knowledge management
What detects and manages events?
Event management
What restores normal service operation as quiclky as possible to minimize business impact and maintain agreed levels of service quality?
Incident management
What manages service requests from users?
Request fulfillment
What provides users the right to use a service or group of services?
Access management
