Glossary

Information used to distinguish one entity (person, device, or application) from another. In security, identity is the basis for Authentication (who are you?) and Authorization (what can you do?).

The act of enhancing performance, reducing cost, or increasing the value of a service. Improvement can be incremental (small steps) or breakthrough (re-engineering).

An unplanned interruption to a service or reduction in the quality of a service.

One of the four dimensions of Service Management. It includes the information and knowledge necessary for the management of services, as well as the technologies required.

Information Architecture (IA) is the structural design of shared information environments; the art and science of organizing and labeling websites, intranets, online communities and software to support usability and findability. It involves creating site maps, hierarchies, categorizations, and navigation schemes.

The practice of protecting information by mitigating information risks. It focuses on the confidentiality, integrity, and availability of information.

All of the hardware, software, networks, facilities, etc., that are required to develop, test, deliver, monitor, control, or support IT services. The term includes all of the information technology but not the people, processes, and documentation.

The property of accuracy and completeness. In security, it ensures that data has not been altered or destroyed in an unauthorized manner.

Interaction Design (IxD) is the design of the interaction between users and products. It focuses on the behaviour of the product and how it responds to user inputs (clicks, gestures, voice). It encompasses the structure, feedback, and flow of the interface.

The network of physical objects—"things"—that contain technology (sensors, software) to connect and exchange data with other devices and systems over the internet.

A matter that is in dispute between two or more parties or a point of conflict which may prevent a project or service from meeting its objectives. Issues are distinct from risks (which *might* happen) in that issues *are* happening.

Any financially valuable component that can contribute to the delivery of an IT product or service.

The combined hardware, software, network resources, and services required for the existence, operation, and management of an enterprise IT environment.

A service based on the use of information technology. An IT service creates value for customers by facilitating outcomes they want to achieve without the ownership of specific costs and risks.