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ITIL

QuestionAnswer
user a person (role) who uses services.
Warranty Fit for use, Assurance that a product or service will meet agreed requirements
Utility Fit for purpose, Functionality, what the service does, supporting, performance, removing constraints
Outcome A result for a stakeholder enabled by one or more outputs
Deliver and Support Ensure that services are delivered and supported according to agreed specifications and stakeholders expectations
Obtain/ Build Ensure that service components are available when and where they are needed and meet agreed specifications
Engage good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders
Design and Transition continually meet stakeholder expectations
Improve Continual improvement of products, services, and practices.
Plan Shared understanding of the vision, current status, and improvement direction for all four dimensions
Sponsor A person (role) who authorizes budget for service consumption
Value The perceived benefits, usefulness, and importance of something
Output A tangible or intangible deliverable, something created by carrying out an activity
Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services.
Organization A person or a group of people that has its own functions with responsibilities, authorities, and relationship to achieve its objectives
Service A means of enabling value co-creation, by facilitating outcomes that the customers want to achieve without the customer having to manage specific cost and risks.
Customer A person who defines the requirements for a service and takes responsibility for the outcomes of the service consumption
IT Asset Any financially valuable component that can contribute to the delivery of an IT product or service
Configuration Item (CI) Any component that needs to be managed in order to deliver an IT service
Change The addition, modification, or removal of anything that could have a direct or indirect effect on service.
Known error A problem that has been analyzed but has not been resolved
Problem A cause or potential cause of one or more incidents
Incident An unplanned interruption to a service or reduction in the quality of a service
Event Any change of state that has significance for the management of a service other configuration item (CI)
Created by: tmarquar
 

 



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