Change: The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Client (Customer): The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Configuration Item (CI): Any component that needs to be managed in order to deliver an IT service.
Continual Improvement Register (CIR): A database or document used to capture, document, evaluate, prioritize, and track improvement opportunities.
Deployment Management: Moves new or changed hardware, software, documentation, processes, or any other service component to live environments.
Event: Any change of state that has significance for the management of a service or other Configuration Item (CI).
Incident: An unplanned interruption to a service, or reduction in the quality of a service.
IT Asset: Any financially valuable component that can contribute to the delivery of an IT product or service.
Known Error: A problem that has been analyzed but has not yet been resolved.
Outcome (Résultat): A result for a stakeholder, enabled by one or more outputs.
Output: A tangible or intangible deliverable of an activity (e.g., a software release, a server deployed).
Practice: A set of organizational resources designed for performing work or accomplishing an objective.
Problem: A cause, or potential cause, of one or more incidents.
Release: A version of a service or other Configuration Item (CI), or collection of CIs, made available for use.
Service: 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.
Service Desk: Acts as the single point of communication between the service provider and all of its users.
Service Level: One or more metrics defining the expected or achieved quality of service.
Service Level Agreement (SLA): A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Service Offering: A formal description of one or more services designed to address the needs of a target consumer group. It can include goods, access to resources, and service actions.
Service Provision: Activities performed by an organization to provide services, including managing resources, provisioning access, executing service actions, managing service levels, and continual improvement.
Service Value Chain (SVC): An operating model inside the Service Value System (SVS) that outlines the six interconnected activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support) required to respond to demand and facilitate value creation.
Service Value System (SVS): A model representing how all the components and activities of an organization work together to facilitate value creation.
Sponsor: The role that authorizes the budget for service consumption.
Utilisateur (User): The role that uses the services.
Value: The perceived benefits, usefulness, and importance of something.
Value Co-Creation: The joint creation of value through active collaboration between service providers and service consumers.
Workaround: A temporary solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.