Term
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Definition
| A list of minimum requirements that a 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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Definition
| A database or list of assets, capturing key attributes such as ownership and financial value. |
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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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Definition
| A way of working that has been proven to be successful by multiple organizations. |
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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 analyzing a business, defining it's needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders. |
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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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Definition
| (BIA) - 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 |
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Definition
| (BRM) A role responsible for maintaining good relationship with on 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 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 & 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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Definition
| The activity of creating a plan that manages resources to meet demands for services. |
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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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Definition
| A person or group responsible for authorizing 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
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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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