D336 - ITIL 4 Chapter 5

Architecture Management Practice

The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.

Business Case

A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.

Configuration Item (CI)

Any component that needs to be managed in order to deliver an IT service.

Retire

The act of permanently withdrawing a product, service, or other configuration item from use.

Problem Management Practice

The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Information Security Management Practice

The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

Confidentiality

A security objective that ensures information is not made available or disclosed to unauthorized entities.

Integrity

A security objective that ensures information is only modified by authorized personnel and activities.

Risk Assessment

An activity to identify, analyse, and evaluate risks.

Identity

A unique name that is used to identify and grant system access rights to a user, person, or role.

Warranty Requirements

Typically non-functional requirements captured as inputs from key stakeholders and other practices.

Dashboard

A real-time graphical representation of data.

Organizational Change Management Practice

The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.

Portfolio Management Practice

The practice of ensuring that an organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints.

Relationship Management Practice

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Project Management Practice

The practice of ensuring that all an organization's projects are successfully delivered.

Waterfall Method

A development approach that is linear and sequential with distinct objectives for each phase of development.

Escalation

The act of sharing awareness or transferring ownership of an issue or work item.

Risk Management Practice

The practice of ensuring that an organization understands and effectively handles risks.

Service Catalogue

Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.

Maturity

A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.

Service Financial Management Practice

The practice of supporting an organization's strategies and plans for service management by ensuring that the organization's financial resources and investments are being used effectively.

Charging

The activity that assigns a price for services.

Cost Centre

A business unit or project to which costs are assigned.

Big Data

The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.

Technical Debt

The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.

Transaction

A unit of work consisting of an exchange between two or more participants or systems.

Record

A document stating results achieved and providing evidence of activities performed.

Strategy Management Practice

The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.

Supplier Management Practice

The practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

Service Level Agreements (SLA)

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

**service level management practice**

Workforce and Talent Management Practice

A practice to ensure that the organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives

Organizational Velocity

The speed, effectiveness, and efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks.

Availability Management Practice

The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.

Mean Time Between Failures (MTBF)

A metric of how frequently a service or other configuration item fails.

Mean Time to Restore Service (MTRS)

A metric of how quickly a service is restored after a failure.

Business Analysis Practice

The practice of analysing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders.

System

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

Acceptance Criteria

A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.

Utility Requirements

Functional requirements which have been defined by the customer and are unique to a specific product.

Use Case

A technique using realistic practical scenarios to define functional requirements and to design tests.

Modelling

The activity of creating, maintaining, and utilizing models.

Capacity and Performance Management Practice

The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.

Capacity Planning

The activity of creating a plan that manages resources to meet demand for services.

Change Enablement Practice

The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

Change Schedule

A calendar that shows planned and historical changes.

Change Authority

A person or group responsible for authorizing a change.

Standard Change

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

Change Model

A repeatable approach to the management of a particular type of change.

Emergency Change

A change that must be introduced as soon as possible.

Major Incident

An incident with significant business impact, requiring an immediate coordinated resolution.

Known Error

A problem that has been analysed but has not been resolved.

Recovery

The activity of returning a configuration item to normal operation after a failure.

Support Team

A team with the responsibility to maintain normal operations, address users' requests, and resolve incidents and problems related to specified products, services, or other configuration items.

Resolution

The action of solving an incident or problem.

Disaster Recovery Plan

A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management.

Service Continuity Management Practice

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

Test Environment

A controlled environment established to test products, services, and other configuration items.

Development Environments

An environment used to create or modify IT services or applications.

IT Asset Management Practice

The practice of planning and managing the full lifecycle of all IT assets.

IT Asset

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

Operational Technology (OT)

The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc.

Asset Register

A database or list of assets, capturing key attributes such as ownership and financial value.

Configuration Management System (CMS)

A set of tools, data, and information that is used to support service configuration management.

Monitoring and Event Management Practice

The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.

Service Owner

A role that is accountable for the delivery of a specific service.

Error Control

Problem management activities used to manage known errors.

Post-Implementation Review (PIR)

A review after the implementation of a change, to evaluate success and identify opportunities for improvement.

Release Management Practice

The practice of making new and changed services and features available for use.

Production Environment

*See* live environment, A controlled environment used in the delivery of IT services to service consumers.

Service Catalogue Management Practice

The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience.

Request Catalogue

A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.

Information Security Policy

The policy that governs an organization's approach to information security management.

Service Configuration Management Practice

The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

Configuration Records

A record containing the details of a configuration item (CI). Each configuration record documents the lifecycle of a single CI. Configuration records are stored in a configuration management database.

Disaster

A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an organization failing to provide critical business functions for some predetermined minimum period of time.

Business Impact Analysis (BIA)

A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

Recovery Time Objective (RTO)

The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.

Recovery Point Objective (RPO)

The point to which information used by an activity must be restored to enable the activity to operate on resumption.

Disaster Recovery Plan

A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management.

Business Impact Analysis (BIA)

A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

Service Design Practice

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.

Service Desk Practice

The practice of capturing demand for incident resolution and service requests.

Service Level Management Practice

The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Service Request Management Practice

The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Service Validation and Testing Practice

The practice of ensuring that new or changed products and services meet defined requirements.

Validation

Confirmation that the system, product, service, or other entity meets the agreed specification.

Deployment Management Practice

The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

Infrastructure and Platform Management Practice

The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties.

incident Management

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Software Development and Management Practice

The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.