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| The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. |
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| A practical and human-centered 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. |
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| An environment used to create or modify IT services or applications. |
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| An organizational culture that aims to improve the flow of value to customers. Dev Ops focuses on culture, automation, Lean, measurement, and sharing (CALMS). |
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| The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role. |
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| 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. |
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| 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. |
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| Something that influences strategy, objectives, or requirements. |
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| A measure of whether the objectives of a practice, service or activity have been achieved. |
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| A measure of whether the right amount of resources have been used by a practice, service, or activity. |
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| A change that must be introduced as soon as possible. |
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| The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders. |
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| 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. |
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| A flaw or vulnerability that may cause incidents. |
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| Problem management activities used to manage known errors. |
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| The act of sharing awareness or transferring ownership of an issue or work item. |
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| Any change of state that has significance for the management of a service or other configuration item. |
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| A customer who works for an organization other than the service provider. |
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| A loss of ability to operate to specification, or to deliver the required output or outcome. |
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| A technique whereby the outputs of one part of a system are used as inputs to the same part of the system. |
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