Glossary

The property of a system that determines how well its internal states can be inferred from knowledge of its external outputs (logs, metrics, and traces).

The routine running and management of an IT service, system, or other configuration item. It includes the day-to-day activities required to deliver and support services.

A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

A result for a stakeholder enabled by one or more outputs. An outcome is what the customer wants to achieve (e.g., "Sales increased by 10%"), whereas an output is just the deliverable (e.g., "A new CRM system").

A tangible or intangible deliverable of an activity. For example, a report, a compiled binary, or a configured server.

The process of having an external supplier provide products and services that were previously provided internally.