Term
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Definition
| A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders. |
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Term
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Definition
| 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. There are several specific methods (or frameworks) that are classed as Agile, such as Scrum, Lean, and Kanban. |
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Term
| architecture management practice |
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Definition
| The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another. |
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Term
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Definition
| A database or list of assets, capturing key attributes such as ownership and financial value. |
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Term
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Definition
| The ability of an IT service or other configuration item to perform its agreed function when required. |
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Term
| availability management practice |
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Definition
| The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users. |
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Term
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Definition
| A report or metric that serves as a starting point against which progress or change can be assessed. |
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Term
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Definition
| A way of working that has been proven to be successful by multiple organizations. |
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Term
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Definition
| The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights. |
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Term
| business analysis practice |
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Definition
| 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. |
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Term
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Definition
| A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues. |
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Term
| business impact analysis (BIA) |
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Definition
| A key activity in the practice of service continuity management that identifies vital business functions and their dependencies. |
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Term
| business relationship manager (BRM) |
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Definition
| A role responsible for maintaining good relationships with one or more customers. |
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Term
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Definition
| An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged. |
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Term
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Definition
| An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions. |
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Term
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Definition
| The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity. |
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Term
| capacity and performance management practice |
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Definition
| The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way. |
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Term
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Definition
| The activity of creating a plan that manages resources to meet demand for services. |
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Term
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Definition
| The addition, modification, or removal of anything that could have a direct or indirect effect on services. |
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Term
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Definition
| A person or group responsible for authorizing a change. |
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Term
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Definition
| 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. |
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Term
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Definition
| A repeatable approach to the management of a particular type of change. |
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Term
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Definition
| A calendar that shows planned and historical changes. |
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Term
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Definition
| The activity that assigns a price for services. |
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Term
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Definition
| 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. |
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Term
| CMMI (Capability Maturity Model Integration) |
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Definition
| A process level improvement training and appraisal program that defines five maturity levels (1 to 5) for processes: Initial, Managed, Defined, Quantitatively Managed, and Optimizing. |
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Term
| COBIT (Control Objectives for Information Technologies) |
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Definition
| A business-focused framework that defines a set of generic processes for the management of IT, with each process defined together with process inputs and outputs, key process-activities, process objectives, performance measures and an elementary maturity model. |
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Term
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Definition
| The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed. |
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Term
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Definition
| A security objective that ensures information is not made available or disclosed to unauthorized entities. |
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Term
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Definition
| 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. |
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Term
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Definition
| Any component that needs to be managed in order to deliver an IT service. |
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Term
| configuration management database (CMDB) |
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Definition
| A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records. |
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Term
| configuration management system (CMS) |
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Definition
| A set of tools, data, and information that is used to support service configuration management. |
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Term
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Definition
| 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. |
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Term
| continual improvement practice |
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Definition
| 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. |
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Term
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Definition
| 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. |
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Term
| continuous integration & continuous delivery |
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Definition
| 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. |
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Term
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Definition
| The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. |
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Term
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Definition
| The amount of money spent on a specific activity or resource. |
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Term
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Definition
| A business unit or project to which costs are assigned. |
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Term
| critical success factor (CSF) |
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Definition
| A necessary precondition for the achievement of intended results. |
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Term
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Definition
| A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. |
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Term
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Definition
| A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. |
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Term
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Definition
| The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer. |
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Term
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Definition
| A real-time graphical representation of data. |
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Term
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Definition
| The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations. |
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Term
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Definition
| Input to the service value system based on opportunities and needs from internal and external stakeholders. |
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Term
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Definition
| The movement of any service component into any environment. |
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Term
| deployment management practice |
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Definition
| The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments. |
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Term
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Definition
| The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. |
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Term
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Definition
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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Term
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Definition
| An environment used to create or modify IT services or applications. |
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Term
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Definition
| An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing (CALMS). |
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Term
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Definition
| The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role. |
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Term
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Definition
| 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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Term
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Definition
| 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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Term
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Definition
| Something that influences strategy, objectives, or requirements. |
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Term
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Definition
| A measure of whether the objectives of a practice, service or activity have been achieved. |
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Term
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Definition
| A measure of whether the right amount of resources have been used by a practice, service, or activity. |
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Term
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Definition
| A change that must be introduced as soon as possible. |
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Term
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Definition
| 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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Term
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Definition
| A subset of the IT infrastructure that is used for a particular purpose, for example "live" or "test". Can also mean the external conditions that influence or affect something. |
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Term
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Definition
| A flaw or vulnerability that may cause incidents. |
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Term
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Definition
| Problem management activities used to manage known errors. |
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Term
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Definition
| The act of sharing awareness or transferring ownership of an issue or work item. |
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Term
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Definition
| Any change of state that has significance for the management of a service or other configuration item. |
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Term
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Definition
| A customer who works for an organization other than the service provider. |
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Term
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Definition
| A loss of ability to operate to specification, or to deliver the required output or outcome. |
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Term
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Definition
| 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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Term
| four dimensions of service management |
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Definition
| 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. |
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Term
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Definition
| 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. |
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Term
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Definition
| The means by which an organization is directed and controlled. |
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Term
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Definition
| The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. |
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Term
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Definition
| An unplanned interruption to a service or reduction in the quality of a service. |
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Term
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Definition
| The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. |
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Term
| information and technology |
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Definition
| 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. |
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Term
| information security management practice |
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Definition
| The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information. |
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Term
| information security policy |
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Definition
| The policy that governs an organization’s approach to information security management. |
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Term
| infrastructure and platform management practice |
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Definition
| 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. |
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Term
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Definition
| A security objective that ensures information is only modified by authorized personnel and activities. |
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Term
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Definition
| A customer who works for the same organization as the service provider. |
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Term
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Definition
| 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. |
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Term
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Definition
| A set of international standards for quality management systems (QMS) that provides guidelines for ensuring consistent product and service quality, customer satisfaction, and continuous improvement in organizations. |
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Term
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Definition
| an international standard for IT service management (ITSM) that defines best practices for delivering high-quality IT services. It provides a framework for managing the service lifecycle, ensuring efficiency, reliability, and continual improvement in IT services. |
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Term
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Definition
| An international standard for information security management systems (ISMS) that provides a structured framework for protecting sensitive data, managing security risks, and ensuring confidentiality, integrity, and availability of information. |
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Term
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Definition
| Any financially valuable component that can contribute to the delivery of an IT product or service. |
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Term
| IT asset management practice |
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Definition
| The practice of planning and managing the full lifecycle of all IT assets. |
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Term
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Definition
| All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services. |
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Term
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Definition
| A service based on the use of information technology. |
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Term
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Definition
| Best-practice guidance for IT service management. |
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Term
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Definition
| Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. |
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Term
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Definition
| An operating model for service providers that covers all the key activities required to effectively manage products and services. |
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Term
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Definition
| A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress. |
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Term
| key performance indicator (KPI) |
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Definition
| An important metric used to evaluate the success in meeting an objective. |
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Term
| knowledge management practice |
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Definition
| The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization. |
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Term
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Definition
| A problem that has been analyzed but has not been resolved. |
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Term
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Definition
| An approach that focuses on improving workflows by maximizing value through the elimination of waste. |
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Term
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Definition
| The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity. |
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Term
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Definition
| Refers to a service or other configuration item operating in a production (as opposed to test) environment. |
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Term
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Definition
| A controlled environment used in the delivery of IT services to service consumers; a.k.a. "production environment". |
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Term
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Definition
| The ease with which a service or other entity can be repaired or modified. |
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Term
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Definition
| An incident with significant business impact, requiring an immediate coordinated resolution. |
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Term
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Definition
| Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives. |
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Term
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Definition
| A measure of the reliability, efficiency and effectiveness of an organization, practice, or process. |
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Term
| mean time between failures (MTBF) |
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Definition
| A metric of how frequently a service or other configuration item fails. |
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Term
| mean time to restore service (MTRS) |
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Definition
| A metric of how quickly a service is restored after a failure. |
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Term
| measurement and reporting |
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Definition
| The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty. |
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Term
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Definition
| A measurement or calculation that is monitored or reported for management and improvement. |
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Term
| minimum viable product (MVP) |
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Definition
| A product with just enough features to satisfy early customers, and to provide feedback for future product development. |
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Term
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Definition
| A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done. |
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Term
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Definition
| A representation of a system, practice, process, service, or other entity that is used to understand and predict its behavior and relationships. |
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Term
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Definition
| The activity of creating, maintaining, and utilizing models. |
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Term
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Definition
| Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known. |
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