Industry Terms Agile Agilemethodology is a practice that promotes continuous iteration of developmentand testing throughout the software developmentlifecycle of the project. Both development and testing activities are concurrent unlike the Waterfall model. Agile software development emphasizes onfour core values. Amazon Web Services ‘Amazon Web Services or AWS is a subsidiary of Amazon that provides on-demand cloud ‘computing platforms and APIsto individuals, companies, and governments, on a metered pay- as-yougo basis. Digital Transformation Digital Transformationis the use of new, fast and frequently changing digital technology to solve problems. One of the examples of digital transformations cloud computing. Itreduces reliance on user owned hardware and increases reliance onsubscription-based cloud services. DevOps DevOps emphasizes accelerated IT service delivery enabled by agile and lean practices. DevOps improves collaboration between development and IT operations teams, so organizations can build, test, and release software faster and more reliably. The promised benefits include increased trust, faster software releases, an ability to solve critical issues quickly, and better management of unplanned work. Google Cloud Google Cloud Platform, offered by Google, is a suite of cloud computing services that runs on the same infrastructure that Google uses internally forts end-user products, such as Google Search, Gmail and YouTube. Infrastructure and Operations (1&0) Infrastructure and Operations (1&0) manages the ITS data centers and provides around-the- clock support for ITS business computing activities. Lean Lean IT involves a methodology of value-stream mapping — diagramming and analyzing services (value streams) into their component process steps and eliminating any steps (or even entire value streams) that do not deliver value.Microsoft Azure Microsoft Azure is a cloud computing service created by Microsoft for building, testing, deploying, and managing applications and services through Microsoft-managed datacenters. SAFe TheScaled Agile Framework, or SAFe, methodology is an agile framework for development teams built on three pillars: Team, Program, and Portfolio. It is designed not somuchas a single methodology, but as a broad knowledge base of proven best practices that real teams have used to deliver successful software products. SCRUM Scrumis an agile process framework for managing complex knowledge work, with aninitial ‘emphasis on software development, although ithas been used in other fields andisstowly starting to be explored for other complex work, research and advanced technologies. ITSM Terms Always-on Services The term “always on* or ‘always-on’ refers to systems that are continuously available, plugged in,or connected to power sources and networks. Always on may also refer to systems that are continually operational—that do not take breaks but continue to hum along through all hours of the day and night. Configuration Management Database According to ITIL 4, a configuration management database (CMDB)*is used to store configuration records throughout their lifecycle and maintain the relationships between them. In other words, your CMDB stores information on the configuration of tems within an organization, including hardware, software, systems, facilities, and sometimes personnel. tis the purview of the IT organization to define which items should be tracked and how to do so. This configuration data can include relationships and interdependencies between items, the history of changes to each item, and class and attributes-such as type, owner, andimportance-for each item. Change Enablement Change Enablementis an IT practice designed to minimize disruptions to IT services while making changes to critical systems and services. A changes adding, moditying, or removing anything that could have a direct orindirect effect on services.Incident Management Incident Managementis the practice of managing unplanned events that disrupt or reduce the quality of a service. Itrequires an emergency response from the IT team, mL ITILis the most widely accepted approach to ITSM. ITIL focuses on practices for aligning IT services with business needs. ITIL can help organizations adapt to ongoing transformation and scale. ima ITIL 4, the recent updateto ITIL standards, represents a paradigm shift for IT teams. It quides teams to aholistic, business and customer-value frame of reference, and encourages amore flexible approach based on how your team works. The ITIL 4 Guiding Principles promote collaboration, simplicity, and feedback. ITAsset Management ITAsset Management (also known as ITAM] is the process of ensuring an organization's assets ‘are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, its making sure that the valuable items, tangible and intangible, in your organization are tracked and being used. Knowledge Management Knowledge Managements the practice of creating, curating, sharing, using, and managing knowledge across an organization and even across industries. ServiceRequest Management Service Request Management is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardwareupdates. The service request workstream often involves recurring requestsand benefits greatly from enabling customers with knowledge and automating certain tasks. Problem Management Problem Managements the practice of identifying and managing the causes of incidents on an IT service. tis a core component of ITSM frameworks. Self Service/Shift Left ‘As.users come to depend on self-service applications to find answers or ask for help in their daily lives, these expectations for self-service are now being applied to IT organizations. Self-service isn't anew concept, either. We seit in our everyday lives, from self-checkout lines to using an ‘ATM. And now, finding answers is easier than ever with the power of search engines. The ability to"’shift-left" and deliver quality setf-serviceisa top priority for many IT organizations today.Increasing support costs easing support costs ly TevelOne ff Level Two ff Level Three Support Rrra errs Shift left (lower cost & improved user satisfaction)