Term
| monitoring and event management practice |
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Definition
| The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events. |
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Term
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Definition
| The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications. |
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Term
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Definition
| The routine running and management of an activity, product, service, or other configuration item. |
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Term
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Definition
| 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. |
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Term
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Definition
| A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. |
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Term
| organizational change management practice |
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Definition
| 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. |
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Term
| organizational resilience |
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Definition
| The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences. |
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Term
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Definition
| The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks. |
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Term
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Definition
| 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. |
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Term
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Definition
| A result for a stakeholder enabled by one or more outputs. |
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Term
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Definition
| A tangible or intangible deliverable of an activity. |
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Term
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Definition
| The process of having external suppliers provide products and services that were previously provided internally. |
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Term
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Definition
| 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. |
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Term
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Definition
| A relationship between two organizations that involves working closely together to achieve common goals and objectives. |
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Term
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Definition
| A measure of what is achieved or delivered by a system, person, team, practice, or service. |
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Term
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Definition
| A test implementation of a service with a limited scope in a live environment. |
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Term
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Definition
| 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. |
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Term
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Definition
| A standardized framework that outlines key project management knowledge areas (e.g., scope, schedule, cost, risk) and process groups (e.g., initiating, planning, executing, monitoring, and closing) to help professionals manage projects systematically and efficiently. |
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Term
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Definition
| Formally documented management expectations and intentions, used to direct decisions and activities. |
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Term
| portfolio management practice |
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Definition
| The practice of ensuring that an organization has the right mix of programs, projects, products, and services to execute its strategy within its funding and resource constraints. |
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Term
| post-implementation review (PIR) |
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Definition
| A review after the implementation of a change, to evaluate success and identify opportunities for improvement. |
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Term
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Definition
| A set of organizational resources designed for performing work or accomplishing an objective. |
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Term
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Definition
| A structured project management method and certification program that emphasizes dividing projects into manageable and controllable stages. |
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Term
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Definition
| A cause, or potential cause, of one or more incidents. |
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Term
| problem management practice |
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Definition
| The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. |
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Term
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Definition
| A documented way to carry out an activity or a process. |
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Term
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Definition
| A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies. |
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Term
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Definition
| A configuration of an organization’s resources designed to offer value for a consumer. |
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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. "live environment". |
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Term
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Definition
| A set of related projects and activities, and an organization structure created to direct and oversee them. |
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Term
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Definition
| A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case. |
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Term
| project management practice |
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Definition
| The practice of ensuring that all an organization’s projects are successfully delivered. |
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Term
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Definition
| An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort. |
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Term
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Definition
| A document stating results achieved and providing evidence of activities performed. |
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Term
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Definition
| The activity of returning a configuration item to normal operation after a failure. |
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Term
| recovery point objective (RPO) |
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Definition
| The point to which information used by an activity must be restored to enable the activity to operate on resumption. |
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Term
| recovery time objective (RTO) |
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Definition
| The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization. |
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Term
| relationship management practice |
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Definition
| The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels. |
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Term
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Definition
| A version of a service or other configuration item, or a collection of configuration items, that is made available for use. |
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Term
| release management practice |
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Definition
| The practice of making new and changed services and features available for use. |
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Term
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Definition
| 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. |
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Term
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Definition
| A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user. |
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Term
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Definition
| A description of a proposed change used to initiate change control. |
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Term
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Definition
| The action of solving an incident or problem. |
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Term
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Definition
| A person, 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. |
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Term
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Definition
| The act of permanently withdrawing a product, service, or other configuration item from use. |
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Term
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Definition
| 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. |
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Term
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Definition
| An activity to identify, analyse, and evaluate risks. |
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Term
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Definition
| The practice of ensuring that an organization understands and effectively handles risks. |
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Term
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Definition
| 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. |
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Term
| Service Acceptance Criteria (SAC) |
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Definition
| A set of criteria used to ensure that an IT service meets its functionality and quality requirements, and that the IT service provider is ready to operate the new IT service when it has been deployed. |
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Term
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Definition
| 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. |
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Term
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Definition
| 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. |
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Term
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Definition
| Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. |
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Term
| service catalogue management practice |
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Definition
| 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. |
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Term
| service configuration management practice |
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Definition
| 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. |
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Term
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Definition
| 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). |
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Term
| service continuity management practice |
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Definition
| The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster. |
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Term
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Definition
| 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. |
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Term
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Definition
| The point of communication between the service provider and all its users. |
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Term
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Definition
| The practice of capturing demand for incident resolution and service requests. |
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Term
| service financial management practice |
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Definition
| 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. |
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Term
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Definition
| One or more metrics that define expected or achieved service quality. |
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Term
| service level agreement (SLA) |
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Definition
| A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. |
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Term
| service level management practice |
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Definition
| 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. |
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Term
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Definition
| A set of specialized organizational capabilities for enabling value for customers in the form of services. |
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Term
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Definition
| 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. |
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Term
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Definition
| A role that is accountable for the delivery of a specific service. |
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Term
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Definition
| A complete set of products and services that are managed throughout their lifecycles by an organization. |
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Term
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Definition
| A role performed by an organization in a service relationship to provide services to consumers. |
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Term
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Definition
| 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; service level management; and continual improvement. It may also include the supply of goods. |
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Term
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Definition
| A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management. |
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Term
| service relationship management |
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Definition
| Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. |
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Term
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Definition
| 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. |
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Term
| service request management practice |
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Definition
| 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. |
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Term
| service validation and testing practice |
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Definition
| The practice of ensuring that new or changed products and services meet defined requirements. |
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Term
| service value system (SVS) |
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Definition
| A model representing how all the components and activities of an organization work together to facilitate value creation. |
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Term
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Definition
| A set of techniques and tools for process improvement that seek to improve manufacturing quality by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes. |
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Term
| software development and management practice |
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Definition
| The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability. |
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Term
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Definition
| 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. |
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Term
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Definition
| A documented description of the properties of a product, service, or other configuration item. |
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Term
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Definition
| A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative. |
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Term
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Definition
| A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity. |
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Term
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Definition
| 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. |
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Term
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Definition
| A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization. |
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Term
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Definition
| A description of the specific states an entity can have at a given time. |
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Term
| strategy management practice |
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Definition
| The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals. |
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Term
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Definition
| A stakeholder responsible for providing services that are used by an organization. |
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Term
| supplier management practice |
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Definition
| 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. |
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Term
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Definition
| 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. |
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Term
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Definition
| A combination of interacting elements organized and maintained to achieve one or more stated purposes. |
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Term
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Definition
| 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. |
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Term
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Definition
| The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer. |
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Term
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Definition
| A controlled environment established to test products, services, and other configuration items. |
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Term
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Definition
| A stakeholder external to an organization. |
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Term
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Definition
| A measure of the amount of work performed by a product, service, or other system over a given period of time. |
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Term
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Definition
| A unit of work consisting of an exchange between two or more participants or systems. |
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Term
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Definition
| A technique using realistic practical scenarios to define functional requirements and to design tests. |
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Term
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Definition
| A person who uses services. |
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Term
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Definition
| The functionality offered by a product or service to meet a particular need. _____ can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have _____, a service must either support the performance of the consumer or remove constraints from the consumer. |
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Term
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Definition
| Functional requirements which have been defined by the customer and are unique to a specific product. |
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Term
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Definition
| Confirmation that the system, product, service, or other entity meets the agreed specification. |
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Term
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Definition
| The perceived benefits, usefulness, and importance of something. |
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Term
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Definition
| A series of steps an organization undertakes to create and deliver products and services to consumers. |
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Term
| value streams and processes |
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Definition
| One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives. |
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Term
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Definition
| A defined aspiration of what an organization would like to become in the future. |
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Term
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Definition
| Assurance that a product or service will meet agreed requirements. _____ can be summarized as ‘how the service or product performs’ and can be used to determine whether a service is ‘fit for use’. Sometimes it's a form of guarantee that a manufacturer offers to repair or replace a faulty product within a window of time after purchase. |
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Term
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Definition
| Typically, non-functional requirements captured as inputs from key stakeholders and other practices. |
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Term
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Definition
| A development approach that is linear and sequential with distinct objectives for each phase of development. |
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Term
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Definition
| A detailed description to be followed in order to perform an activity. |
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Term
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Definition
| 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. |
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Term
| workforce and talent management practice |
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Definition
| 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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