Words Flashcards
What are acceptance criteria?
A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
What is Agile?
An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing.
Specific methods include Scrum, Lean, and Kanban.
What is architecture management practice?
The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.
What is an asset register?
A database or list of assets, capturing key attributes such as ownership and financial value.
What does availability refer to?
The ability of an IT service or other configuration item to perform its agreed function when required.
What is availability management practice?
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
What is a baseline?
A report or metric that serves as a starting point against which progress or change can be assessed.
What is best practice?
A way of working that has been proven to be successful by multiple organizations.
What is big data?
The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.
What is business analysis practice?
The practice of analysing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders.
What is a business case?
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
What is business impact analysis (BIA)?
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
What is a business relationship manager (BRM)?
A role responsible for maintaining good relationships with one or more customers.
What is a call?
An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged.
What is a call/contact centre?
An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.
What is capability?
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
What is capacity and performance management practice?
The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
What is capacity planning?
The activity of creating a plan that manages resources to meet demand for services.
What is change?
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
What is change authority?
A person or group responsible for authorizing a change.
What is change enablement practice?
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.
What is a change model?
A repeatable approach to the management of a particular type of change.
What is a change schedule?
A calendar that shows planned and historical changes.
What is charging?
The activity that assigns a price for services.
What is cloud computing?
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
What is compliance?
The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
What is confidentiality?
A security objective that ensures information is not made available or disclosed to unauthorized entities.
What is configuration?
An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.
What is a configuration item (CI)?
Any component that needs to be managed in order to deliver an IT service.
What is a configuration management database (CMDB)?
A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.
What is a configuration management system (CMS)?
A set of tools, data, and information that is used to support service configuration management.
What is a configuration record?
A record containing the details of a configuration item (CI). Each configuration record documents the lifecycle of a single CI. Configuration records are stored in a configuration management database.
What is continual improvement practice?
The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
What is continuous deployment?
An integrated set of practices and tools used to deploy software changes into the production environment. These software changes have already passed pre-defined automated tests.
What is continuous integration/continuous delivery?
An integrated set of practices and tools used to merge developers’ code, build and test the resulting software, and package it so that it is ready for deployment.
What is control?
The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.
What is cost?
The amount of money spent on a specific activity or resource.
What is a cost centre?
A business unit or project to which costs are assigned.
What is a critical success factor (CSF)?
A necessary precondition for the achievement of intended results.
What is culture?
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
Who is a customer?
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
What is customer experience (CX)?
The sum of functional and emotional interactions with a service and service provider as perceived by a service customer.
What is a dashboard?
A real-time graphical representation of data.
What is deliver and support?
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
What is demand?
Input to the service value system based on opportunities and needs from internal and external stakeholders.
What is deployment?
The movement of any service component into any environment.
What is deployment management practice?
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
What is design and transition?
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
What is design thinking?
A practical and human-centred approach used by product and service designers to solve complex problems and find practical and creative solutions that meet the needs of an organization and its customers.
What is a development environment?
An environment used to create or modify IT services or applications.
What is DevOps?
An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS).
What is digital transformation?
The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role.
What is a disaster?
A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an organization failing to provide critical business functions for some predetermined minimum period of time.
What are disaster recovery plans?
A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management.
What is a driver?
Something that influences strategy, objectives, or requirements.
What is effectiveness?
A measure of whether the objectives of a practice, service or activity have been achieved.
What is efficiency?
A measure of whether the right amount of resources have been used by a practice, service, or activity.
What is an emergency change?
A change that must be introduced as soon as possible.
Acceptance Criteria – Minimum requirements a service or product must meet.
Agile – A flexible approach to software development and project management.
Architecture Management Practice – Defines technology structure to align with business needs.
Asset Register – A database or list of assets with key details.
Availability – The ability of a service or system to perform as needed.
Availability Management – Ensures services meet availability needs.
Backup – Copying data for recovery in case of loss.
Baseline – A fixed reference point for comparison and control.
Business Case – Justification for investment with benefits and costs.
Business Impact Analysis (BIA) – Assesses effects of disruptions on business.
Capability – The ability to perform an activity or function.
Capacity and Performance Management – Ensures resources meet demand efficiently.
Change – Addition, modification, or removal of something.
Change Enablement – Ensures beneficial changes with minimal risks.
Change Model – A repeatable process for managing specific changes.
Configuration Item (CI) – A component that must be managed for service delivery.
Configuration Management Database (CMDB) – A database storing configuration information.
Continual Improvement – Ongoing enhancement of services and processes.
Contract – A formal agreement between two parties.
Customer – A person or group receiving and benefiting from a service.
Customer Experience (CX) – Perception of service quality by the customer.
Demand – Need for a product or service.
Deployment Management – Moves new or changed components into production.
DevOps – Combines development and operations for faster delivery.
Emergency Change – A change that must happen urgently.
Engagement – Interaction between a service provider and stakeholders.
Enterprise Architecture – Structure aligning IT with business goals.
Escalation – Transferring issues to higher authority for resolution.
Event – A change of state with significance for service management.
Governance – Framework ensuring alignment with business objectives.
Incident – An unplanned service interruption.
Incident Management – Restoring service as quickly as possible.
Indicator – A metric used to measure performance.
IT Asset – Any IT component with value to the organization.
