{"id":147959,"date":"2023-05-16T15:55:38","date_gmt":"2023-05-16T18:55:38","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/itil-complete-glossary-for-terms-and-concepts\/"},"modified":"2025-12-16T14:35:16","modified_gmt":"2025-12-16T17:35:16","slug":"itil-complete-glossary-for-terms-and-concepts","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/itil-complete-glossary-for-terms-and-concepts\/","title":{"rendered":"ITIL: complete glossary for terms and concepts"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400;\">This complete <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">ITIL 4<\/a> glossary provides definitions for the most important terms and acronyms of the <a href=\"https:\/\/www.axelos.com\/certifications\/itil-service-management\/\">ITIL\u00ae library<\/a>. Some words are exclusive to this domain, while others are terms that have a unique meaning when used in a service management context.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">I hope this set of definitions helps you clarify these terms and concepts and study for the certification exam.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">So, you can have a broader and clearer understanding of what each one means. So, stay tuned!<\/span><b><\/b><\/p>\r\n<h2>Complete ITIL Glossary:<\/h2>\r\n<ul>\r\n<li aria-level=\"1\"><b>acceptance criteria<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>agile<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>architecture management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>asset register<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A database or list of assets, capturing key attributes such as ownership and financial value.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>availability<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The ability of an IT service or other configuration item to perform its agreed function when required.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>availability management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>baseline<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A report or metric that serves as a starting point against which progress or change can be assessed.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>best practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A way of working that has been proven to be successful by multiple organizations.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>big data<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>business analysis practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of analysing a business or some element of a business, defining its needs and\u00a0 recommending solutions to address these needs and\/or solve a business problem, and create value for stakeholders.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>business case<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>business impact analysis (BIA)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>business relationship manager (BRM)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A role responsible for maintaining good relationships with one or more customers.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>call<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>call\/contact centre<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>capability<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>capacity and performance management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>capacity planning<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The activity of creating a plan that manages resources to meet demand for services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>change<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The addition, modification, or removal of anything that could have a direct or indirect effect on services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>change authority<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A person or group responsible for authorizing a change.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>change enablement practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>change model<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A repeatable approach to the management of a particular type of change.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>change schedule<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A calendar that shows planned and historical changes.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>charging<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The activity that assigns a price for services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>cloud computing<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>compliance<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>confidentiality<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A security objective that ensures information is not made available or disclosed to unauthorized entities.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>configuration<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>configuration item (CI)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Any component that needs to be managed in order to deliver an IT service.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>configuration management database (CMDB)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>configuration management system (CMS)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of tools, data, and information that is used to support service configuration management.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>configuration record<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>continual improvement practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of aligning an organization\u2019s 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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>continuous deployment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>continuous integration\/continuous delivery<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An integrated set of practices and tools used to merge developers\u2019 code, build and test the resulting software, and package it so that it is ready for deployment.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>control<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>cost<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The amount of money spent on a specific activity or resource.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>cost centre<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A business unit or project to which costs are assigned.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>critical success factor (CSF)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A necessary precondition for the achievement of intended results.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>culture<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>customer<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The role that defines the requirements for a service and takes responsibility for the outcomes of <\/span><span style=\"font-weight: 400;\">service consumption.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>customer experience (CX)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The sum of functional and emotional interactions with a service and service provider as perceived by a service customer.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>dashboard<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A real-time graphical representation of data.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>deliver and support<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The value chain activity that ensures services are delivered and supported according to agreed specifications <\/span><span style=\"font-weight: 400;\">and stakeholders\u2019 expectations.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>demand<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Input to the service value system based on opportunities and needs from internal and external stakeholders.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>deployment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The movement of any service component into any environment.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>deployment management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>design and transition<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>design thinking<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A practical and human-centred approach used by product and service designers to solve complex problems and <\/span><span style=\"font-weight: 400;\">find practical and creative solutions that meet the needs of an organization and its customers.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>development environment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An environment used to create or modify IT services or applications.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>DevOps<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, <\/span><span style=\"font-weight: 400;\">automation, Lean, measurement, and sharing (CALMS).<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>digital transformation<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The evolution of traditional business models to meet the needs of highly empowered customers, with <\/span><span style=\"font-weight: 400;\">technology playing an enabling role.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>disaster<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an <\/span><span style=\"font-weight: 400;\">organization failing to provide critical business functions for some predetermined minimum period of time.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>disaster recovery plans<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a <\/span><span style=\"font-weight: 400;\">pre-disaster condition, considering the four dimensions of service management.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>driver<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Something that influences strategy, objectives, or requirements.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>effectiveness<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A measure of whether the objectives of a practice, service or activity have been achieved.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>efficiency<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A measure of whether the right amount of resources have been used by a practice, service, or activity.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>emergency change<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A change that must be introduced as soon as possible.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>engage<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>environment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>error<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A flaw or vulnerability that may cause incidents.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>error control<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Problem management activities used to manage known errors.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>escalation<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The act of sharing awareness or transferring ownership of an issue or work item.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>event<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Any change of state that has significance for the management of a service or other configuration item.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>external customer<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A customer who works for an organization other than the service provider.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>failure<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A loss of ability to operate to specification, or to deliver the required output or outcome.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>feedback loop<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>four dimensions of service management<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The four perspectives that are critical to the effective and efficient facilitation of value for customers and other <\/span><span style=\"font-weight: 400;\">stakeholders in the form of products and services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>goods<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Tangible resources that are transferred or available for transfer from a service provider to a service consumer, <\/span><span style=\"font-weight: 400;\">together with ownership and associated rights and responsibilities.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>governance<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The means by which an organization is directed and controlled.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>identity<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A unique name that is used to identify and grant system access rights to a user, person, or role.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>improve<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The value chain activity that ensures continual improvement of products, services, and practices across all value <\/span><span style=\"font-weight: 400;\">chain activities and the four dimensions of service management.<\/span><b><\/b><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>incident<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An unplanned interruption to a service or reduction in the quality of a service.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>incident management<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>information and technology<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>information security management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>information security policy<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The policy that governs an organization\u2019s approach to information security management.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>infrastructure and platform management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>integrity<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A security objective that ensures information is only modified by authorized personnel and activities.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>internal customer<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A customer who works for the same organization as the service provider.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>Internet of Things<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>IT asset<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Any financially valuable component that can contribute to the delivery of an IT product or service.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>IT asset management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of planning and managing the full lifecycle of all IT assets.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>IT infrastructure<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>IT service<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A service based on the use of information technology.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>ITIL<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Best-practice guidance for IT service management.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>ITIL guiding principles<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>ITIL service value chain<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An operating model for service providers that covers all the key activities required to effectively manage products and services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>ITIL value chain activity<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A step of the value chain that an organization takes in the creation of value.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>Kanban<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>key performance indicator (KPI)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An important metric used to evaluate the success in meeting an objective.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>knowledge management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>known error<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A problem that has been analysed but has not been resolved.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>Lean<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An approach that focuses on improving workflows by maximizing value through the elimination of waste.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>lifecycle<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>live<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Refers to a service or other configuration item operating in the live environment.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>live environment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A controlled environment used in the delivery of IT services to service consumers.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>maintainability<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The ease with which a service or other entity can be repaired or modified.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>major incident<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An incident with significant business impact, requiring an immediate coordinated resolution.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>management system<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>maturity<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>mean time between failures (MTBF)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A metric of how frequently a service or other configuration item fails.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>mean time to restore service (MTRS)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A metric of how quickly a service is restored after a failure.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>measurement and reporting<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>metric<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A measurement or calculation that is monitored or reported for management and improvement.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>minimum viable product (MVP)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A product with just enough features to satisfy early customers, and to provide feedback for future product development.<\/span><b><\/b><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>mission<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A short but complete description of the overall purpose and intentions of an organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>model<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A representation of a system, practice, process, service, or other entity that is used to understand and predict its behaviour and relationships.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>modelling<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The activity of creating, maintaining, and utilizing models.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>monitoring<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>monitoring and event management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>obtain\/build<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>operation<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The routine running and management of an activity, product, service, or other configuration item.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>operational technology<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>organization<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>organizational change management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>organizational resilience<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>organizational velocity<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>organizations and people<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">One of the four dimensions 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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>outcome<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A result for a stakeholder enabled by one or more outputs.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>output<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A tangible or intangible deliverable of an activity.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>outsourcing<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The process of having external suppliers provide products and services that were previously provided internally.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>partners and suppliers<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>partnership<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A relationship between two organizations that involves working closely together to achieve common goals and objectives.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>performance<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A measure of what is achieved or delivered by a system, person, team, practice, or service.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>pilot<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A test implementation of a service with a limited scope in a live environment.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>plan<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>policy<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Formally documented management expectations and intentions, used to direct decisions and activities.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>portfolio management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>post-implementation review (PIR)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A review after the implementation of a change, to evaluate success and identify opportunities for improvement.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of organizational resources designed for performing work or accomplishing an objective.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>problem<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A cause, or potential cause, of one or more incidents.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>problem management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>procedure<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A documented way to carry out an activity or a process.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>process<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of interrelated or interacting activities that transform inputs into outputs. Processes define the sequence of activities and their dependencies.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>product<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A configuration of an organization\u2019s resources designed to offer value for a consumer.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>production environment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">See live environment.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>programme<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of related projects and activities, and an organization structure created to direct and oversee them.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>project<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>project management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that all an organization\u2019s projects are successfully delivered.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>quick win<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>record<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A document stating results achieved and providing evidence of activities performed.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>recovery<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The activity of returning a configuration item to normal operation after a failure.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>recovery point objective (RPO)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The point to which information used by an activity must be restored to enable the activity to operate on resumption.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>recovery time objective (RTO)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>relationship management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>release<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A version of a service or other configuration item, or a collection of configuration items, that is made available for use.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>release management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of making new and changed services and features available for use.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>reliability<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>request catalogue<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>request for change (RFC)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A description of a proposed change used to initiate change enablement.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>resolution<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The action of solving an incident or problem.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>resource<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Personnel, material, finance, or other entity that is 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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>retire<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The act of permanently withdrawing a product, service, or other configuration item from use.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>risk<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>risk assessment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">An activity to identify, analyse, and evaluate risks.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>risk management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that an organization understands and effectively handles risks.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service action<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service architecture<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service catalogue<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service catalogue management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service configuration management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service consumption<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Activities performed by an organization to consume services. It includes the management of the consumer\u2019s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service continuity management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service design practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service desk<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The point of communication between the service provider and all its users.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service desk practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of capturing demand for incident resolution and service requests.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service financial management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of supporting an organization\u2019s strategies and plans for service management by ensuring that the organization\u2019s financial resources and investments are being used effectively.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service level<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">One or more metrics that define expected or achieved service quality.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service level agreement (SLA)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service level management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service management<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A set of specialized organizational capabilities for enabling value for customers in the form of services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service offering<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service owner<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A role that is accountable for the delivery of a specific service.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service portfolio<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A complete set of products and services that are managed throughout their lifecycles by an organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service provider<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A role performed by an organization in a service relationship to provide services to consumers.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service provision<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Activities performed by an organization to provide services. It includes management of the provider\u2019s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service relationship<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service relationship management<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service request<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A request from a user or a user\u2019s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service request management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service validation and testing practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that new or changed products and services meet defined requirements.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>service value system (SVS)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A model representing how all the components and activities of an organization work together to facilitate value creation.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>software development and management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>sourcing<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>specification<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A documented description of the properties of a product, service, or other configuration item.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>sponsor<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>stakeholder<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>standard<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>standard change<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>status<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A description of the specific states an entity can have at a given time.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>strategy management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>supplier<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A stakeholder responsible for providing services that are used by an organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>supplier management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The practice of ensuring that an organization\u2019s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>support team<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A team with the responsibility to maintain normal operations, address users\u2019 requests, and resolve incidents and problems related to specified products, services, or other configuration items.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>system<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A combination of interacting elements organized and maintained to achieve one or more stated purposes.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>systems thinking<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A holistic approach to analysis that focuses on the way that a system\u2019s constituent parts work, interrelate, and interact over time, and within the context of other systems.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>technical debt<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>test environment<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A controlled environment established to test products, services, and other configuration items.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>third party<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A stakeholder external to an organization.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>throughput<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A measure of the amount of work performed by a product, service, or other system over a given period of time.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>transaction<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A unit of work consisting of an exchange between two or more participants or systems.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>use case<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A technique using realistic practical scenarios to define functional requirements and to design tests.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>user<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The role that uses services.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>user experience (UX)<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The sum of the functional and emotional interactions with a service and service provider as perceived by a user.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>utility<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The functionality offered by a product or service to meet a particular need. Utility can be summarized as \u2018what the service does\u2019 and can be used to determine whether a service is \u2018fit for purpose\u2019. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>utility requirements<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Functional requirements which have been defined by the customer and are unique to a specific product.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>validation<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Confirmation that the system, product, service, or other entity meets the agreed specification.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>value<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">The perceived benefits, usefulness, and importance of something.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>value stream<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A series of steps an organization undertakes to create and deliver products and services to consumers.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>value streams and processes<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>vision<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A defined aspiration of what an organization would like to become in the future.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>warranty<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Assurance that a product or service will meet agreed requirements. Warranty can be summarized as \u2018how the service performs\u2019 and can be used to determine whether a service is \u2018fit for use\u2019. Warranty often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or \u2018warranty\u2019, if all defined and agreed conditions are met.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>warranty requirements<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Typically non-functional requirements captured as inputs from key stakeholders and other practices.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>waterfall method<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A development approach that is linear and sequential with distinct objectives for each phase of development.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>work instruction<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">A detailed description to be followed in order to perform an activity.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>workaround<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n<ul>\r\n<li aria-level=\"1\"><b>workforce and talent management practice<\/b><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>This complete ITIL 4 glossary provides definitions for the most important terms and acronyms of the ITIL\u00ae library. Some words are exclusive to this domain, while others are terms that have a unique meaning when used in a service management context. I hope this set of definitions helps you clarify these terms and concepts and [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":147960,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9436,9433],"tags":[],"class_list":["post-147959","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil4","category-tutorials"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>ITIL: complete glossary for terms and concepts - PMG Academy<\/title>\n<meta name=\"description\" content=\"Enhance your ITIL knowledge with this comprehensive glossary that defines the key terms and acronyms used in the ITIL\u00ae library.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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