Terms

Question 1

Continual Improvement

Answer 1

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

Question 2

Change Control

Answer 2

Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule

Question 3

Incident Management

Answer 3

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 4

Problem Management

Answer 4

Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 5

Service Request Management

Answer 5

Support the agreed-upon quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner

Question 6

Service Desk

Answer 6

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

Question 7

Service Level Management

Answer 7

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

Question 8

Information Security Management

Answer 8

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

Question 9

Relationship Management

Answer 9

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

Question 10

Supplier Management

Answer 10

Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services

Question 11

IT Asset Management

Answer 11

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

Question 12

Monitoring & Event Management

Answer 12

Systematically observe services and service components, and record and report selected changes of state identified as events

Question 13

Release Management

Answer 13

Make new and changed services and features available for use

Question 14

Service Configuration Management

Answer 14

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

Question 15

Deployment Management

Answer 15

Move new or changed hardware, software, documentation, processes, or any other component to live environments

Question 16

Service

Answer 16

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

Question 17

Value

Answer 17

Perceived benefits, usefulness, and importance of something

Question 18

Cost

Answer 18

Amount of money spent on a specific activity or resource

Question 19

Risk

Answer 19

Possible events that could cause harm or loss, or make it more difficult to achieve objectives

Question 20

Outcome

Answer 20

A result for a stakeholder enabled by one or more outputs

Question 21

Output

Answer 21

A tangible or intangible deliverable of an activity

Question 22

Utility

Answer 22

Functionality; what the service does; fit for purpose; support performance or remove constraints

Question 23

Warranty

Answer 23

Assurance that a product or service will meet agreed requirements; How the service performs; fit for use;

Question 24

Sponsor

Answer 24

Authorizes the budget for service consumption

Question 25

Customer

Answer 25

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Question 26

User

Answer 26

A person who uses services

Question 27

Service management

Answer 27

Set of specialized organizational capabilities for enabling value to customers in the form of services

Question 28

Service offering

Answer 28

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

Question 29

Service provision

Answer 29

Activities performed by an organization to provide services. Includes management of resources, service performance management and continual improvement.

Question 30

Service consumption

Answer 30

Activities performed by an organization to consume services. Includes management of the consumer’s resources needed to use the service.

Question 31

Service relationship

Answer 31

A cooperation between a service provider and service consumer

Question 32

Service relationship

Answer 32

A cooperation between a service provider and service consumer

Question 33

Service relationship management

Answer 33

Joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings

Question 34

Organization

Answer 34

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

Question 35

IT Asset

Answer 35

Anything of financial value that can contribute to the delivery of an IT product or service

Question 36

Event

Answer 36

Any change of state that has significance for the management of a configuration item (CI) or IT service

Question 37

Configuration item

Answer 37

Any component that needs to be managed in order to deliver an IT service

Question 38

Continual improvement register (CIR)

Answer 38

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.

Question 39

Change

Answer 39

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Question 40

Incident

Answer 40

An unplanned interruption to a service or reduction in the quality of a service

Question 41

Problem

Answer 41

A cause, or potential cause, of one or more incidents

Question 42

Known Error

Answer 42

A problem that has been analyzed and has not been resolved

Question 43

Work Around

Answer 43

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.