Glossary

An organization that provides products and services to consumers and works closely with the service provider. Partners are distinct from suppliers in that they share common goals and risks.

A relationship between two organizations that involves close cooperation and shared goals, risks, and rewards.

A measure of what is achieved or delivered by a system, person, team, practice, or service. In technical terms, it often refers to responsiveness (latency) and throughput.

A test implementation of a service with a limited scope in a live environment. A pilot usually deploys to a small group of users to validate the service before full rollout.

A key activity in the Service Value Chain that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services.

Formally documented management expectations and intentions. Policies are used to direct decisions and ensure consistent implementation and improvement.

A set of organizational resources designed for performing work or accomplishing an objective. A practice includes people, processes, technology, and information.

The right of individuals to control their personal information. In IT, it refers to the protection of PII (Personally Identifiable Information) from unauthorized access.

Privilege escalation is a cyberattack technique where an attacker exploits a bug, design flaw, or configuration oversight in an operating system or software application to gain elevated access to resources that are normally protected from an application or user. It is classified into vertical (gaining higher privileges) and horizontal (gaining access to same-level peers).

Privilege review (or access certification) is the periodic process of validating the access rights of users to systems, data, and applications. It ensures that users have only the permissions necessary for their current role and that access is revoked when no longer needed (e.g., after a role change or termination).

A cause, or potential cause, of one or more incidents. Problem management is the process of identifying and managing the root causes of incidents.

A documented description of the steps required to carry out an activity. A process defines "what" happens; a procedure defines "how" it happens.

A set of interrelated or interacting activities that transform inputs into outputs. Processes define the sequence of actions and their dependencies.

A configuration of an organization's resources designed to offer value to a consumer. A product is the "container" for services (e.g., "The Mobile App" is a product that offers "Booking," "Check-in," and "Payment" services).

A temporary, flexible organization structure created to coordinate, direct, and oversee the implementation of a set of related projects and activities in order to deliver outcomes and benefits related to the organization's strategic objectives.

A temporary organization that is created for the purpose of delivering one or more business products according to an agreed Business Case.

The practice of ensuring that all the projects in an organization are successfully delivered. This involves planning, delegating, monitoring, and controlling all aspects of the project.

Prototyping is the process of creating a preliminary model of a product to test a concept or process. It ranges from low-fidelity (paper sketches) to high-fidelity (interactive digital mockups that look and feel like the final product).