Glossary

The ability of an IT service, process, configuration item, etc., to perform its agreed function when the workload or scope changes. Scalability can be vertical (scale up) or horizontal (scale out).

The extent of the area or subject matter that something deals with or to which it is relevant. In projects, it defines what is included and, crucially, what is excluded.

A program or sequence of instructions that is interpreted or carried out by another program rather than by the computer processor (as a compiled program is).

A server is a computer program or device that provides a service to another computer program and its user, also known as the client. In a data center context, the physical computer that a server program runs on is also frequently referred to as a server.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource (e.g., password reset by an agent) or by the user (e.g., self-service password reset).

A view of all the services an organization provides, including interactions between the services and service models that describe the structure and dynamics of each service.

Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. It is the "menu" of IT.

Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. (See also: Service Catalog).

Activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service.

The practice of ensuring that the availability and performance of a service are maintained at a sufficient level in the event of a disaster.

The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.

The point of communication between the service provider and all its users. A typical service desk manages incidents and service requests, and also handles communication with the users.

One or more metrics that define expected or achieved service quality.

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

The practice of setting clear business-based targets for service levels, and ensuring that delivery of services is properly assessed, monitored, and managed against these targets.

A set of specialized organizational capabilities for enabling value for customers in the form of services.

A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

A complete set of products and services that are managed by an organization, representing its commitments and investments across all customers and market spaces. It includes the Service Pipeline (future), Service Catalog (live), and Retired Services (past).

A role performed by an organization in a service relationship to provide services to consumers. Can be internal (IT department) or external (MSP).

Activities performed by an organization to provide services. It includes management of resources, service performance management, and fulfillment of agreed service actions.

A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.

Joint activities performed by a service provider and a service consumer to ensure reliable value co-creation based on agreed and available service offerings.

A request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery. (e.g., "I need a new laptop" or "I need access to the shared folder"). Distinct from Incidents (something is broken).

Programs and other operating information used by a computer.

The process used by the software industry to design, develop, and test high-quality software. It encompasses phases from requirement analysis to deployment and maintenance.

The activity of planning and obtaining products and services from external suppliers.

The authority of a state to govern itself or another state. In digital terms, it refers to Digital Sovereignty: control over your own data, software, and infrastructure.

A detailed description of the design and materials used to make something. A precise statement of a set of requirements to be satisfied by a material, product, system, or service.

A person who authorizes the budget for service consumption. The sponsor is often the one who champions the project at the executive level.

Secure Sockets Layer (SSL) and its successor, Transport Layer Security (TLS), are cryptographic protocols designed to provide communications security over a computer network. While commonly referred to as "SSL" (a legacy term), modern secure connections use the TLS protocol to authenticate the server and encrypt the data channel.

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.

A document, established by consensus and approved by a recognized body, that provides rules, guidelines, or characteristics for activities or their results.

A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.

The condition of a configuration item at a specific point in time. (e.g., Active, Retired, Failed).

A broad plan of action for achieving long-term or overall aims. IT strategy must align with and support business strategy.

A stakeholder responsible for providing services that are used by an organization.

A business approach to creating long-term value by taking into consideration how a given organization operates in the ecological, social, and economic environment.

A combination of interacting elements organized to achieve one or more stated purposes.