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ITIL Foundations v4
WGU Business of IT - Applications – C846 Glossary Terms
| Term | Definition |
|---|---|
| Agile method | Focuses on the delivery of incremental changes to software products in response to the evolving needs of users. |
| Asset | Any financially valuable component that can contribute to the delivery of an IT product or service. |
| Automation | Refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention. |
| Availability | The ability of an IT service or other configuration items to perform its agreed function when required. |
| Capacity and performance management practice | Ensures that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way. |
| Change | The addition, modification, or removal of anything that could have a direct or indirect effect on services. |
| Cloud computing | A storage-based system 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. |
| Continual improvement | An ongoing organizational activity of continuous re-evaluation performed at all organizational levels to ensure that performance continually meets stakeholders' expectations. |
| Cost | The amount of money spent on a specific activity or resource. |
| Customer experience | Represents the entirety of interactions between a customer and a service provider organization. |
| Deliver and support value chain activity | Ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations. |
| Demand | The need or desire for products and services among the organization's internal or external consumers. |
| Design and transition value chain activity | Ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market. |
| Engage value chain activity | Provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders. |
| Event | Any change of state that has significance for the management of a service or other CI (configuration item). |
| Governance | Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body. |
| Governing body | A person or group who is accountable at the highest level for the performance and compliance of the organization. |
| Guiding principle | A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. |
| Improve value chain activity | Ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. |
| Incident | An unplanned interruption to a service or reduction in the quality of service. |
| Information and technology dimension | Applies to both the practice of service management, as well as the services being managed. |
| Information security management practice | Protects the information needed by the organization to conduct its business. |
| ITIL (Information Technology Infrastructure Library) | A good-practice guidance applicable to all types of organizations that provide services to businesses. |
| ITIL framework | A source of good practice in service management. |
| ITIL guiding principles | Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization. |
| ITIL practices | Enhance the flexibility of the service value chain by supporting multiple chain activities. |
| ITSM (information technology service management) | Remains focused on creating and maintaining value for both users and customers. |
| Known error | A problem that's been analyzed but not resolved. |
| Obtain/build value chain activity | Ensures that service components are available when and where they are needed, and that they meet agreed specifications. |
| Opportunity | An option or possibility to add value for stakeholders or otherwise improve the organization. |
| Organization | A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. |
| Organizational agility | The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes. |
| Organizational resilience | The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change. |
| Organizations and people dimension | Includes the elements such as roles and responsibilities, formal organizational structure, culture, and staffing and competencies, all of which are related to the creation, delivery, and ongoing improvement of service. |
| Outcome | A result as perceived by a stakeholder—that is enabled by one or more outputs. |
| Output | A tangible or intangible deliverable of an activity. |
| Partners and suppliers dimension | Incorporates contracts and other agreements between the organization and its partners or suppliers. |
| Plan value chain activity | Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management, and all products and services throughout the organization. |
| Process | A set of interrelated or interacting activities that transform inputs into outputs. |
| Relationship management practice | Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels. |
| Release | A version of a service or other CI (configuration item)—or a collection of CI's—that's made available for use. |
| Risk | A possible event that could cause harm or loss, or make the achievement of objectives more difficult. |
| Service | A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk. |
| Service consumer | A generic role an organization takes on when it receives services. |
| Service desk practice | Captures demand for incident resolution and service requests. |
| Service management | A set of specialized organizational capabilities for enabling value for customers in the form of services. |
| Service offering | A formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions. |
| Service request management practice | Supports the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. |
| Service-level agreement | A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. |
| Service-level management practice | Sets clear business-based targets for service levels and ensures that delivery of services is properly assessed, monitored, and managed against these targets. |
| Sponsor | The person authorizing the budget for the consumed service. |
| Supplier management practice | Ensures that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. |
| SVS (service value system) | Describes how the components and activities of an organization interact to create value through IT-enabled services. |
| The ITIL service value chain | A flexible model for the creation, delivery, and continual improvement of services. |
| Utility | A functionality offered by a product or service to meet a particular need. |
| Value | The perceived benefits, usefulness, and importance of something. |
| Value stream | A series of steps undertaken by an organization to create and deliver products and services to consumers. |
| Value stream mapping | A lean practice that examines the stream, quantifies its waste, and in so doing, identifies its weakest link. |
| Value streams and processes dimension | Focuses on how the organization ensures that it's enabling value creation for all stakeholders efficiently and effectively. |
| Warranty | An assurance that a product or service meets agreed-upon requirements. |
Created by:
tylerj.scott
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