Terms

Question 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

Answer 1

Continual Improvement

Question 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

Answer 2

Change Control

Question 3

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

Answer 3

Incident Management

Question 4

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

Answer 4

Problem Management

Question 5

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

Answer 5

Service Request Management

Question 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

Answer 6

Service Desk

Question 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

Answer 7

Service Level Management

Question 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

Answer 8

Information Security Management

Question 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

Answer 9

Relationship Management

Question 10

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

Answer 10

Supplier Management

Question 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

Answer 11

IT Asset Management

Question 12

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

Answer 12

Monitoring & Event Management

Question 13

Make new and changed services and features available for use

Answer 13

Release Management

Question 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

Answer 14

Service Configuration Management

Question 15

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

Answer 15

Deployment Management

Question 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

Answer 16

Service

Question 17

Perceived benefits, usefulness, and importance of something

Answer 17

Value

Question 18

Amount of money spent on a specific activity or resource

Answer 18

Cost

Question 19

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

Answer 19

Risk

Question 20

A result for a stakeholder enabled by one or more outputs

Answer 20

Outcome

Question 21

A tangible or intangible deliverable of an activity

Answer 21

Output

Question 22

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

Answer 22

Utility

Question 23

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

Answer 23

Warranty

Question 24

Authorizes the budget for service consumption

Answer 24

Sponsor

Question 25

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

Answer 25

Customer

Question 26

A person who uses services

Answer 26

User

Question 27

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

Answer 27

Service management

Question 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

Answer 28

Service offering

Question 29

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

Answer 29

Service provision

Question 30

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

Answer 30

Service consumption

Question 31

A cooperation between a service provider and service consumer

Answer 31

Service relationship

Question 32

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

Answer 32

Relationship management

Question 33

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

Answer 33

Organization

Question 34

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

Answer 34

IT Asset

Question 35

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

Answer 35

Event

Question 36

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

Answer 36

Configuration item

Question 37

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.

Answer 37

Continual improvement register (CIR)

Question 38

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

Answer 38

Change

Question 39

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

Answer 39

Incident

Question 40

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

Answer 40

Problem

Question 41

A problem that has been analyzed and has not been resolved

Answer 41

Known Error

Question 42

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.

Answer 42

Work Around

Question 43

to ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way

Answer 43

Capacity & Performance Management

Question 44

ensure that the availability and performance of a service is maintained at a sufficient level in the event of a disaster.

Answer 44

Service Continuity Management

Question 45

The ability of an IT service or other configuration item (managed component) to perform its agreed function when required

Answer 45

Availability