Term Definition



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ITIL-4-Foundation-Glossary
value streams and
processes
One of the four dimensions of service management. Defines the activities, workflows, controls and procedures needed to achieve agreed objectives. vision A defined aspiration of what an organization would like to become in the future.
warranty
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. Warranty often relates to service levels aligned with the needs of service consumers. This maybe based on a formal agreement, or it maybe a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service maybe said to provide acceptable assurance, or warranty, if all defined and agreed conditions are met. warranty requirements Typically, nonfunctional requirements captured as input from key stakeholders and other practices. waterfall method A development approach that is linear and sequential with distinct objectives for each phase of development. work instruction A detailed description to be followed in order to perform an activity.
workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents. workforce and talent management practice The practice of ensuring an organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives.

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