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external customer
A customer who works for an organization other than the service provider.
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failure
A loss of ability to operate to specification, or to deliver the required output or outcome.
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feedback loop
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
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four dimensions of service management
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
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goods
Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities.
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governance
The means by which an organization is directed and controlled.
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identity
A unique name that is used to identify and grant system access rights to a user, person, or role.
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improve
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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incident
An unplanned interruption to a service or reduction in the quality of a service.
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incident management
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
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information and technology
One of the four dimensions of service management. It includes the information and knowledge used to deliver ervices, and the information and technologies used to manage all aspects of the service value system.
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information security management practice
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
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information security policy
The policy that governs an organization’s approach to information security management.
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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.
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integrity
A security objective that ensures information is only modified by authorized personnel and activities.
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internal customer
A customer who works for the same organization as the service provider.
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Internet of Things
The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity.
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IT asset
Any financially valuable component that can contribute to the delivery of an IT product or service.
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