Governance
Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing
... [Show More] body.
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.
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.
Cost
The amount of money spent on a specific activity or resource.
Organization
A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives.
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.
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 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.
Sponsor
The person authorizing the budget for the consumed service.
Utility
A functionality offered by a product or service to meet a particular need.
Value
The perceived benefits, usefulness, and importance of something.
Warranty
An assurance that a product or service meets agreed-upon requirements.
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.
Information and technology dimension
Applies to both the practice of service management, as well as the services being managed.
ITSM (information technology service management)
Remains focused on creating and maintaining value for both users and customers.
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.
Partners and suppliers dimension
Incorporates contracts and other agreements between the organization and its partners or suppliers.
Process
A set of interrelated or interacting activities that transform inputs into outputs. [Show Less]