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Question		Answer
acceptance criteria start learning		A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
Agile start learning		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...
architecture management practice start learning		The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another
asset register start learning		A database or list of assets, capturing key attributes such as ownership and financial value.
availability start learning		The ability of an IT service or other configuration item to perform its agreed function when required.
availability management practice start learning		The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
baseline start learning		A report or metric that serves as a starting point against which progress or change can be assessed.
best practice start learning		A way of working that has been proven to be successful by multiple organizations.
business analysis practice start learning		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.
business impact analysis (BIA) start learning		A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
business relationship manager (BRM) start learning		A role responsible for maintaining good relationships with one or more customers.
call start learning		An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged.
call/contact centre start learning		An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.
capability start learning		The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
capacity and performance management practice start learning		The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
capacity planning start learning		The activity of creating a plan that manages resources to meet demand for services.
change start learning		The addition, modification, or removal of anything that could have a direct or indirect effect on services.
change authority start learning		A person or group responsible for authorizing a change.
change enablement practice start learning		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.
change model start learning		A repeatable approach to the management of a particular type of change.
change schedule start learning		A calendar that shows planned and historical changes.
charging start learning		The activity that assigns a price for services.
cloud computing start learning		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.
confidentiality start learning		A security objective that ensures information is not made available or disclosed to unauthorized entities.
configuration start learning		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.
configuration item (CI) start learning		Any component that needs to be managed in order to deliver an IT service.
configuration management database (CMDB) start learning		A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.
configuration management system (CMS) start learning		A set of tools, data, and information that is used to support service configuration management.
configuration record start learning		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.
continual improvement practice start learning		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.
continuous integration / continuous delivery start learning		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.
cost start learning		The amount of money spent on a specific activity or resource.
cost centre start learning		A business unit or project to which costs are assigned.
critical success factor (CSF) start learning		A necessary precondition for the achievement of intended results.
culture start learning		A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
customer start learning		The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
dashboard start learning		A real-time graphical representation of data.
deliver and support start learning		The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
demand start learning		Input to the service value system based on opportunities and needs from internal and external stakeholders.
deployment start learning		The movement of any service component into any environment.
deployment management practice start learning		The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
design and transition start learning		The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
development environment start learning		An environment used to create or modify IT services or applications.
DevOps start learning		An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS).
disaster start learning		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.
disaster recovery plans start learning		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.
driver start learning		Something that influences strategy, objectives, or requirements.
effectiveness start learning		A measure of whether the objectives of a practice, service or activity have been achieved.
efficiency start learning		A measure of whether the right amount of resources have been used by a practice, service, or activity.
emergency change start learning		A change that must be introduced as soon as possible.
engage start learning		The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
environment start learning		A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Can also mean the external conditions that influence or affect something.
error start learning		A flaw or vulnerability that may cause incidents.
error control start learning		Problem management activities used to manage known errors.
escalation start learning		The act of sharing awareness or transferring ownership of an issue or work item.
event start learning		Any change of state that has significance for the management of a service or other configuration item.
external customer start learning		A customer who works for an organization other than the service provider.
failure start learning		A loss of ability to operate to specification, or to deliver the required output or outcome.
feedback loop start learning		A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
four dimensions of service management start learning		The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
goods start learning		Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities.
identity start learning		A unique name that is used to identify and grant system access rights to a user, person, or role.
incident start learning		An unplanned interruption to a service or reduction in the quality of a service.
incident management start learning		The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
information and technology start learning		One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.
information security management practice start learning		The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
information security policy start learning		The policy that governs an organization’s approach to information security management.
infrastructure and platform management practice start learning		The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties.
integrity start learning		A security objective that ensures information is only modified by authorized personnel and activities.
internal customer start learning		A customer who works for the same organization as the service provider.
Internet of Things start learning		The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity.
IT asset start learning		Any financially valuable component that can contribute to the delivery of an IT product or service.
IT asset management practice start learning		The practice of planning and managing the full lifecycle of all IT assets.
IT infrastructure start learning		All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services.
IT service start learning		A service based on the use of information technology.
ITIL start learning		Best-practice guidance for IT service management.
key performance indicator (KPI) start learning		An important metric used to evaluate the success in meeting an objective.
knowledge management practice start learning		The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization.
known error start learning		An approach that focuses on improving workflows by maximizing value through the elimination of waste.
lifecycle start learning		The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity.
live start learning		Refers to a service or other configuration item operating in the live environment.
live environment / production environment start learning		A controlled environment used in the delivery of IT services to service consumers.
maintainability start learning		The ease with which a service or other entity can be repaired or modified.
major incident start learning		An incident with significant business impact, requiring an immediate coordinated resolution.
maturity start learning		A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.
management system start learning		Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.
mean time between failures (MTBF) start learning		A metric of how frequently a service or other configuration item fails.
mean time to restore service (MTRS) start learning		A metric of how quickly a service is restored after a failure.
measurement and reporting start learning		The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.
minimum viable product (MVP) start learning		A product with just enough features to satisfy early customers, and to provide feedback for future product development.
model start learning		A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships.
modelling start learning		The activity of creating, maintaining, and utilizing models.
monitoring start learning		Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.
monitoring and event management practice start learning		The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
obtain/build start learning		The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
operational technology start learning		The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc.
organizational change management practice start learning		The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.
organizational resilience start learning		The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.
organizational velocity start learning		The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks.
organizations and people start learning		Dimension of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model
outcome start learning		A result for a stakeholder enabled by one or more outputs.
output start learning		A tangible or intangible deliverable of an activity.
outsourcing start learning		The process of having external suppliers provide products and services that were previously provided internally.
partners and suppliers start learning		One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.
partnership start learning		A relationship between two organizations that involves working closely together to achieve common goals and objectives.
performance start learning		A measure of what is achieved or delivered by a system, person, team, practice, or service.
pilot start learning		A test implementation of a service with a limited scope in a live environment.
portfolio management practice start learning		The practice of ensuring that an organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints.
post-implementation review (PIR) start learning		A review after the implementation of a change, to evaluate success and identify opportunities for improvement.
practice start learning		A set of organizational resources designed for performing work or accomplishing an objective.
problem start learning		A cause, or potential cause, of one or more incidents.
problem management practice start learning		The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
procedure start learning		A documented way to carry out an activity or a process
process start learning		A set of interrelated or interacting activities that transform inputs into outputs. Processes define the sequence of actions and their dependencies.
product start learning		A configuration of an organization’s resources designed to offer value for a consumer.
programme start learning		A set of related projects and activities, and an organization structure created to direct and oversee them.
project start learning		A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.
project management practice start learning		The practice of ensuring that all an organization’s projects are successfully delivered.
quick win start learning		An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.
record start learning		A document stating results achieved and providing evidence of activities performed.
recovery start learning		The activity of returning a configuration item to normal operation after a failure.
recovery point objective (RPO) start learning		The point to which information used by an activity must be restored to enable the activity to operate on resumption.
recovery time objective (RTO) start learning		The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.
relationship management practice start learning		The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
release start learning		A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
release management practice start learning		The practice of making new and changed services and features available for use.
reliability start learning		The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.
request catalogue start learning		A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.
request for change (RFC) start learning		A description of a proposed change used to initiate change enablement.
resolution start learning		The action of solving an incident or problem.
resource start learning		Personnel, material, finance or other entity required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner.
retire start learning		The act of permanently withdrawing a product, service, or other configuration item from use.
risk assessment start learning		An activity to identify, analyse, and evaluate risks.
risk management practice start learning		The practice of ensuring that an organization understands and effectively handles risks.
service start learning		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.
service action start learning		Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly.
service architecture start learning		A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service.
service catalogue start learning		Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.
service catalogue management practice start learning		The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience.
service configuration management practice start learning		The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed
service consumption start learning		Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
service continuity management practice start learning		The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.
service design practice start learning		The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.
service desk start learning		The point of communication between the service provider and all its users.
service desk practice start learning		The practice of capturing demand for incident resolution and service requests.
service financial management practice start learning		The practice of supporting an organization’s strategies and plans for service management by ensuring that the organization’s financial resources and investments are being used effectively
service level management practice start learning		The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
service offering start learning		A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.
service owner start learning		A role that is accountable for the delivery of a specific service.
service portfolio start learning		A complete set of products and services that are managed throughout their lifecycles by an organization.
service provider start learning		A role performed by an organization in a service relationship to provide services to consumers.
service provision start learning		Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; SL management
service relationship start learning		A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
service relationship management start learning		Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
service request start learning		A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
service request management practice start learning		The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
service validation and testing practice start learning		The practice of ensuring that new or changed products and services meet defined requirements.
service value system (SVS) start learning		A model representing how all the components and activities of an organization work together to facilitate value creation.
software development and management practice start learning		The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.
sourcing start learning		The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary.
specification start learning		A documented description of the properties of a product, service, or other configuration item.
sponsor start learning		The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.
standard start learning		A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject.
standard change start learning		A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
status start learning		A description of the specific states an entity can have at a given time.
strategy management practice start learning		The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.
supplier start learning		A stakeholder responsible for providing services that are used by an organization.
supplier management practice start learning		The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
support team start learning		A team with the responsibility to maintain normal operations, address users’ requests, and resolve incidents and problems related to specified products, services, or other configuration items.
system start learning		A combination of interacting elements organized and maintained to achieve one or more stated purposes.
systems thinking start learning		A holistic approach to analysis that focuses on the way that a system’s constituent parts work, interrelate, and interact over time, and within the context of other systems.
technical debt start learning		The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.
test environment start learning		A controlled environment established to test products, services, and other configuration items.
third party start learning		A stakeholder external to an organization.
throughput start learning		A measure of the amount of work performed by a product, service, or other system over a given period of time.
transaction start learning		A unit of work consisting of an exchange between two or more participants or systems.
use case start learning		A technique using realistic practical scenarios to define functional requirements and to design tests.
user start learning		The role that uses services.
utility start learning		The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’...
utility requirements start learning		Functional requirements which have been defined by the customer and are unique to a specific product.
validation start learning		Confirmation that the system, product, service, or other entity meets the agreed specification.
value chain activity start learning		A step of the value chain that an organization takes in the creation of value.
value streams and processes start learning		One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
warranty requirements start learning		Typically non-functional requirements captured as inputs from key stakeholders and other practices.
waterfall method start learning		A development approach that is linear and sequential with distinct objectives for each phase of development.
work instruction start learning		A detailed description to be followed in order to perform an activity.
workaround start learning		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.
workforce and talent management practice start learning		The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives.

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