Terms Flashcards
Continual Improvement
Align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services
Change Control
Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule
Incident Management
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Problem Management
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Service Request Management
Support the agreed-upon quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Service Desk
Capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users
Service Level Management
Set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Information Security Management
Protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security
Relationship Management
Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels including the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders
Supplier Management
Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services
IT Asset Management
Plan and manage the full lifecycle of all IT assets, to help the organization maximize value; control cost; manage risk; support decision-making about purchase, reuse and retirement of assets; meet regulatory and contractual requirements
Monitoring & Event Management
Systematically observe services and service components, and record and report selected changes of state identified as events
Release Management
Make new and changed services and features available for use
Service Configuration Management
Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed
Deployment Management
Move new or changed hardware, software, documentation, processes, or any other component to live environments
Service
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
Value
Perceived benefits, usefulness, and importance of something
Cost
Amount of money spent on a specific activity or resource
Risk
Possible events that could cause harm or loss, or make it more difficult to achieve objectives
Outcome
A result for a stakeholder enabled by one or more outputs
Output
A tangible or intangible deliverable of an activity
Utility
Functionality; what the service does; fit for purpose; support performance or remove constraints
Warranty
Assurance that a product or service will meet agreed requirements; How the service performs; fit for use;
Sponsor
Authorizes the budget for service consumption
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
User
A person who uses services
Service management
Set of specialized organizational capabilities for enabling value to customers in the form of services
Service offering
A description of one or more services, designed to address the needs of a target consumer group. May include goods, access to resources and service actions
Service provision
Activities performed by an organization to provide services. Includes management of resources, service performance management and continual improvement.
Service consumption
Activities performed by an organization to consume services. Includes management of the consumer’s resources needed to use the service.
Service relationship
A cooperation between a service provider and service consumer
Service relationship
A cooperation between a service provider and service consumer
Service relationship management
Joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings
Organization
Person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
IT Asset
Anything of financial value that can contribute to the delivery of an IT product or service
Event
Any change of state that has significance for the management of a configuration item (CI) or IT service
Configuration item
Any component that needs to be managed in order to deliver an IT service
Continual improvement register (CIR)
Used to track and manage improvement ideas from identification through final action. Multiple CIRs can be maintained on individual, team, departmental, business unit and organizational levels.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Incident
An unplanned interruption to a service or reduction in the quality of a service
Problem
A cause, or potential cause, of one or more incidents
Known Error
A problem that has been analyzed and has not been resolved
Work Around
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.
