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öğrenmeye başla
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A system in which the behaviour of agents changes and they self-organize in response to events
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öğrenmeye başla
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A system, either manual or automated, used to notify workers and other parts of an organization of quality or process issues. The Andon system originated in manufacturing, but is now widely used in IT.
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öğrenmeye başla
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Highly advanced automation that demonstrates capabilities of general reasoning, learning, and human-like intelligence; a branch of computer science and engineering focused on simulating intelligent behaviour in computer systems.
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öğrenmeye başla
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The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.
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öğrenmeye başla
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An open, distributed ledger that can record transactions between two parties efficiently and in a verifiable and permanent way.
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öğrenmeye başla
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A justification for the expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
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öğrenmeye başla
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A role that facilitates the development, application, and advocation of new ways of working.
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öğrenmeye başla
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A system in which agents’ interactions are dynamic and often unpredictable.
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öğrenmeye başla
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A systems thinking approach based on the recognition and understanding of the various levels of complexity inherent in the systems and the context in which they operate.
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öğrenmeye başla
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Both the act and result of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
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öğrenmeye başla
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An approach to software development in which software can be released to production at any time. Frequent deployments are possible, but deployment decisions are taken case by case, usually because organizations prefer a slower rate of deployment.
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öğrenmeye başla
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An approach to software development in which changes go through the pipeline and are automatically put into the production environment, enabling multiple production deployments per day. Continuous deployment relies on continuous delivery.
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öğrenmeye başla
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An approach to integrating, building, and testing code within the software development environment.
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öğrenmeye başla
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The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.
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öğrenmeye başla
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The ability of an employee or a team to work comfortably in an environment that corresponds with their own beliefs, values, and needs.
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öğrenmeye başla
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The sum of functional and emotional interactions with a service and service provider as perceived by a customer.
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öğrenmeye başla
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The complete end-to-end experience that service customers have with one or more service providers and/or their products through touchpoints and service interactions.
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öğrenmeye başla
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An approach to sales and customer relations in which staff focus on helping customers to meet their long-term needs and wants.
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öğrenmeye başla
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The amount of time required to complete a discrete unit of work, converting inputs into outputs.
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öğrenmeye başla
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Information that has been translated into a form that is efficient for movement or processing.
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öğrenmeye başla
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A practical and human-centred approach used by product and service designers to solve complex problems and find practical and creative solutions that meet the needs of an organization and its customers.
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öğrenmeye başla
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The use of digital technology to enable a significant improvement in the realization of an organization’s objectives that could not feasibly have been achieved by non-digital means.
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öğrenmeye başla
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Lead, conduct, or guide someone or order something. This includes: set and communicate the vision, purpose, objectives, and guiding principles for an organization or team. It may also include: lead or guide the organization or team towards its objectives
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öğrenmeye başla
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A period of time associated with the release of service components to users, when additional resources are allocated to user support and service operations. Early-life support can also be applied to the onboarding or offboarding of users from a service
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öğrenmeye başla
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The ability to understand the way people feel and react, and to use this skill to make good judgements and to avoid or solve conflicts.
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öğrenmeye başla
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An activity that compares two sets of data and identifies the differences; for example, comparing a set of requirements with the actual delivery, or the current state of an organization with a target future state
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öğrenmeye başla
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The means by which an organization is directed and controlled.
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öğrenmeye başla
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A recommended practice that allows some discretion in its interpretation, implementation, or use.
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öğrenmeye başla
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The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
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öğrenmeye başla
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A deliberately introduced change that results in increased value for one or more stakeholders.
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An evaluation using metrics and other evidence to determine whether an improvement has achieved its desired outcomes and, if not, what needs to be done to complete the work.
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öğrenmeye başla
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A metric that is used to assess and manage something.
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Having a task that is prone to fraud or error performed by one person because other controls have been applied. This serves as an alternative to separation (or segregation) of duties.
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öğrenmeye başla
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Deliberately disobeying or disregarding rules in order to avoid a dangerous situation, or ‘doing the right thing’.
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ITIL continual improvement model öğrenmeye başla
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A model which provides organizations with a structured approach to implementing improvements.
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Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
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An operating model for service providers that covers all the key activities required to effectively manage products and services.
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ITIL service value chain activity öğrenmeye başla
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A step of the value chain that an organization takes in the creation of value.
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A position within an organization that is assigned to a specific person.
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A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.
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öğrenmeye başla
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Indicators that show historical performance.
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öğrenmeye başla
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The time taken to complete the execution of a process, usually measured from a specific perspective (e.g. that of the customer).
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öğrenmeye başla
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Indicators that help to predict future performance.
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öğrenmeye başla
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A work environment where trust, respect, curiosity, enquiry, playfulness, and intensity all co-exist to support learning and discovery.
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öğrenmeye başla
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An evaluation of an improvement initiative or iteration for the purpose of understanding what did or did not go well and what should be done differently in the future in similar circumstances.
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öğrenmeye başla
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An applied form of artificial intelligence, based on the principle of systems responding to data, and adapting their actions and outputs as they are continually exposed to more of it.
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öğrenmeye başla
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Coordinated activities to define, control, supervise, and improve something.
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öğrenmeye başla
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A means of decreasing uncertainty based on one or more observations that are expressed in quantifiable units.
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öğrenmeye başla
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A measurement or calculation that is monitored or reported for management and improvement.
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öğrenmeye başla
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A short but complete description of the overall purpose and intentions of an organization.
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The use of multiple service providers offering similar (if not the same) services, balancing the risks of relying on a single provider with the overhead of managing work across multiple providers.
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öğrenmeye başla
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A metric used to measure customer loyalty; often used as a proxy to measure customer satisfaction.
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A conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself.
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öğrenmeye başla
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The routine running and management of an activity, product, service, or other configuration item.
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öğrenmeye başla
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A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
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Pattern of business activity (PBA) öğrenmeye başla
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A workload profile of one or more business activities. PBAs are used to help the service provider understand and support different levels of service consumer activity.
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öğrenmeye başla
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The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
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öğrenmeye başla
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Formally documented management expectations and intentions, used to direct decisions and activities.
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öğrenmeye başla
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A model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted, and informed.
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öğrenmeye başla
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A detailed communication of information or knowledge about a topic or event.
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öğrenmeye başla
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A possible event that could cause harm or loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
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öğrenmeye başla
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A role is a set of responsibilities, activities, and authorizations granted to a person or team in a specific context.
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öğrenmeye başla
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The area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes.
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öğrenmeye başla
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Leadership that is focused on the explicit support of people in their roles.
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öğrenmeye başla
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The ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of another party, in order to establish, maintain, and improve the service relationship.
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Service integration and management öğrenmeye başla
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The coordination and orchestration of work across all suppliers involved in the development and delivery of products and services.
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öğrenmeye başla
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One or more metrics that define expected or achieved service quality.
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Service level agreement (SLA) öğrenmeye başla
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A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service.
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öğrenmeye başla
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A set of specialized organizational capabilities for enabling value for customers in the form of services.
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Service management office (SMO) öğrenmeye başla
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A group or department that functions as a centre of excellence for service management, ensuring continual development and the consistent application of management practices across an organization.
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An important component of the organizational culture that defines an organization’s behaviour in service relationships. A service mindset includes the shared values and guiding principles adopted and followed by an organization.
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öğrenmeye başla
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The totality of a service’s characteristics that are relevant to its ability to satisfy stated and implied needs.
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Service value system (SVS) öğrenmeye başla
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A model representing how all the components and activities of an organization work together to facilitate value creation.
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A mental model of an (economic) exchange in which organizations co-create value by applying their competencies and other resources for the benefit of each other.
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Site reliability engineering (SRE) öğrenmeye başla
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A discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems with the goal of creating ultra-scalable and highly reliable software systems.
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A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
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A broad approach or course of action defined by an organization for achieving its objectives.
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A methodology for identifying the most important limiting factor (i.e. constraint, often referred to as a bottleneck) that stands in the way of creating value, and then systematically correcting that constraint until it is no longer the limiting factor.
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öğrenmeye başla
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The sum of the functional and emotional interactions with a service and service provider as perceived by a user.
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A technique in Agile software development that uses natural language to describe desired outcomes and benefits from the point of view of a specific persona (typically the end-user), usually in the form of ‘who, what, and why’.
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öğrenmeye başla
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The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.
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öğrenmeye başla
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The perceived benefits, usefulness, and importance of something.
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A series of steps an organization undertakes to create and deliver products and services to consumers.
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A visual representation of a service value stream which shows the flow of work, information, and resources.
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A Lean management technique to visualize the steps needed to convert demand into value, used to identify opportunities to improve.
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A defined aspiration of what an organization would like to become in the future.
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Assurance that a product or service will meet agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’...
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