A complete set of products and services that are managed throughout their lifecycles by an organization.
n 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.
A way of working that has been proven to be successful by multiple organizations.
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
A role responsible for maintaining good relationships with one or more customers.
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
A calendar that shows planned and historical changes.
The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
A security objective that ensures information is not made available or disclosed to unauthorized entities.
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.
An integrated set of practices and tools used to merge developers’ code, build and test the resulting software, and package it so that it is ready for deployment.
A necessary precondition for the achievement of intended results.
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
A real-time graphical representation of data.
The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role.
Something that influences strategy, objectives, or requirements.
A flaw or vulnerability that may cause incidents.
The act of sharing awareness or transferring ownership of an issue or work item.
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
A security objective that ensures information is only modified by authorized personnel and activities.
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.
All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services.
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
An approach that focuses on improving workflows by maximizing value through the elimination of waste.
Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives.
A measurement or calculation that is monitored or reported for management and improvement.
A short but complete description of the overall purpose and intentions of an organization. It states what is to be achieved, but not how this should be done.
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.
The process of having external suppliers provide products and services that were previously provided internally.
A relationship between two organizations that involves working closely together to achieve common goals and objectives.
Formally documented management expectations and intentions, used to direct decisions and activities.
A review after the implementation of a change, to evaluate success and identify opportunities for improvement.
A set of organizational resources designed for performing work or accomplishing an objective.
A cause, or potential cause, of one or more incidents.
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
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
A set of related projects and activities, and an organization structure created to direct and oversee them.
A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.
An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.
A set of specialized organizational capabilities for enabling value for customers in the form of services.
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.
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.
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.
A description of the specific states an entity can have at a given time
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.
A combination of interacting elements organized and maintained to achieve one or more stated purposes.
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.
The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.
A unit of work consisting of an exchange between two or more participants or systems.
A technique using realistic practical scenarios to define functional requirements and to design tests
The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer.
Many services do both.
The perceived benefits, usefulness, and importance of something.
A series of steps an organization undertakes to create and deliver products and services to consumers.
One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives
Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. 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 ‘warranty’, if all defined and agreed conditions are met
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
A development approach that is linear and sequential with distinct objectives for each phase of development.
Workflow automation is the modeling, simulation, and execution of processes automatically to complete tasks and/or transport information (data or files) between people and information systems, following to pre-established business rules. It serves mainly to reduce the time (in many cases to zero) of execution of manual activities, such as: workload allocation, monitoring and control of processes, generation of reports and indicators or exchange of information between non-integrated systems.