ITIL 4

Change Enablement

Maximize successful IT changes by assessing risks and authorizing changes. (Keywords: normal, standard, emergency)

Incident Management

Minimize negative impact by restoring normal service operation as quickly as possible. (Keywords: restore normal service, minimize impact)

Problem Management

Reduce likelihood of incidents by identifying root causes and managing known errors. (Keywords: root cause, workaround, known error)

Service Request Management

Handle all pre-defined, user-initiated service requests in a user-friendly manner. (Keywords: pre-defined, user-initiated)

Service Desk

Capture demand for incident resolution and service requests. (Keywords: single point of contact, entry point)

Service Level Management

Set clear business-based targets for service levels. (Keywords: agreement between customer and service provider)

Continual Improvement

Align practices and services with changing business needs. (Keywords: ongoing improvement, align with changing needs)

IT Asset Management

Plan and manage the full lifecycle of all IT assets. (Keywords: financially valuable component, maximize value)

Monitoring and Event Management

Systematically observe services and record selected changes of state. (Keywords: observe, changes of state)

Release Management

Make new and changed services and features available for use. (Keywords: available for use)

Deployment Management

Move new or changed hardware, software, or processes to live environments. (Keywords: move to live environments)

Service Configuration Management

Ensure accurate information about the configuration of services is available. (Keywords: Configuration Item, CI)

Information Security Management

Protect the information needed by the organization to conduct its business. (Keywords: confidentiality, integrity, availability)

Relationship Management

Establish and nurture the links between the organization and its stakeholders. (Keywords: links between organization and stakeholders)

Supplier Management

Ensure that suppliers and their performances are managed appropriately. (Keywords: seamless provision, manage suppliers)

Warranty

A guarantee provided by a manufacturer or seller on the condition of a product, promising to repair or replace it if necessary within a specified period.

Outcome

The end result or effect of an action or condition, particularly in context of a project or operation.

Output

The quantity of goods or services produced by a business or system, often measured in terms of efficiency and effectiveness.

Utility

The value or benefit that a product or service provides to a user, indicating its usefulness or satisfaction.

Service

The action of helping or doing work for someone, often involving a system or organization providing assistance to users.