WB Exercise 1 Flashcards
All people who have an interest in an organization, project, IT service, etc. They may be interested in the activities, targets, resources, or deliverables and may include customers, partners, employees, shareholders, owners, etc.
Stakeholder
The process responsible for formal assessment of a new or changed IT service to ensure that risks have been managed and to help determine whether to authorize the change
Change Evaluation
A change that is not an emergency change or a standard change
Normal change
The activities responsible for ensuring that information in the configuration management system is accurate and that all configuration items have been identified and recorded
Verification and audit
A document that identifies the effect of planned changes, maintenance activities, and test plans on agreed service levels
Projected service outage document
An activity that ensures a new or changed IT service, process, plan, or other deliverable meets the needs of the business. This activity ensures that business requirements are met even though they may have changed since the original design.
Validation
A set of tools and databases that are used to support service asset and configuration management. It is part of an overall service knowledge management system.
Configuration management system (CMS)
The current state of a configuration item, process, or any other set of data recorded at a specific point in time. These can be captured by discovery tools or by manual techniques such as an assessment.
Snapshot
A limited deployment of an IT service, a release or a process to the live environment used to reduce risk and to gain user feedback and acceptance.
Pilot
A preauthorized change that is low risk, relatively common and follows a procedure or work instruction. Requests for change are not required to implement these, and they are logged and tracked using a different mechanism, such as a service request.
Standard change
Components of an IT service that are normally released together. Typically includes sufficient components to perform a useful function.
Release unit
Actions taken to recover after a failed change or release
Remediation
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle, produced for each new IT service, major change, or IT service retirement.
Service design package (SDP)
A set of tools and databases that is used to manage knowledge, information and data. It includes the configuration management system, as well as other databases and information systems.
Service knowledge management system (SKMS)
A controlled environment used to test configuration items, builds, IT services, processes, etc.
Test environment
