4.5.2 Glossary (D-G)

  • Demand: Input to SVS representing need/desire for products/services.
    • Practical Context: The business need or user request that initiates activity within the IT department.
  • Deployment Management: Practice: Move new/changed components to environments.
    • Practical Context: The technical process of installing or moving software/hardware into test or production environments.
  • Design and Transition (SVC Activity): Ensure products/services meet stakeholder expectations (quality, cost, time-to-market).
    • Practical Context: The phase where new or changed services are designed, built, and prepared for live use.
  • Deliver and Support (SVC Activity): Ensure services delivered/supported per specs/expectations.
    • Practical Context: The core activities of running and supporting live IT services.
  • Engage (SVC Activity): Understand stakeholder needs, foster relationships.
    • Practical Context: Interacting with users, customers, and suppliers to understand requirements, gather feedback, and build relationships.
  • Event: Any change of state that has significance for the management of a CI or service.
    • Practical Context: A notification from a monitoring tool, a system log entry, etc.
  • Feedback Loop: Using output/result of an activity as input for subsequent actions.
    • Practical Context: Using lessons learned from incidents to improve processes, using customer feedback to improve a service.
  • Four Dimensions: Organizations & people; Information & technology; Partners & suppliers; Value streams & processes.
    • Practical Context: The key areas to consider for a holistic view of service management in your organization.
  • Goods: Tangible resources transferred to consumer (part of Service Offering).
    • Practical Context: Hardware provided to a user (e.g., a laptop).
  • Governance: System by which organization is directed and controlled. Includes Evaluate, Direct, Monitor.
    • Practical Context: The oversight and decision-making structures that ensure IT activities align with business strategy.
  • Guiding Principles: Recommendations guiding organizations in all circumstances; help adopt/adapt ITIL.
    • Practical Context: The core values and recommendations that should guide your actions and decisions daily.