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Key Terms-converted

The document provides definitions and explanations of various industry and IT service management (ITSM) terms, including Agile, AWS, Digital Transformation, DevOps, and ITIL. It highlights methodologies and practices that enhance software development, cloud computing, and IT service delivery. Key concepts such as Change Enablement, Incident Management, and Knowledge Management are also discussed, emphasizing their importance in maintaining efficient IT operations.

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2 views

Key Terms-converted

The document provides definitions and explanations of various industry and IT service management (ITSM) terms, including Agile, AWS, Digital Transformation, DevOps, and ITIL. It highlights methodologies and practices that enhance software development, cloud computing, and IT service delivery. Key concepts such as Change Enablement, Incident Management, and Knowledge Management are also discussed, emphasizing their importance in maintaining efficient IT operations.

Uploaded by

guptarpg.1784
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Industry Terms

Agile

Agile methodology is a practice that promotes continuous iteration of development and


testing throughout the software development lifecycle of the project. Both development and
testing activities are concurrent unlike the Waterfall model.Agile software development
emphasizes on four core values.

Amazon Web Services

Amazon Web Services or AWS is a subsidiary of Amazon that provides on-demand cloud
computing platforms and APls to individuals, companies, and governments, on a metered
pay- as-you-go basis.

Digital Transformation

Digital Transformation is the use of new, fast and frequently changing digital technology to
solve problems. One of the examples of digital transformation is cloud computing. It reduces
reliance on user owned hardware and increases reliance on subscription-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 for its end-user products, such as Google Search,
Gmail and YouTube.

Infrastructure and Operations (I&O)

Infrastructure and Operations (I&0) manages the ITS data centers and provides around-the-
clock support for ITS business computing activities.

Leon

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 data centers.

SAPe
The Scaled Agile Framework, or SAFe, methodology is an agile framework for development
teams built on three pillars: Team, Program, and Portfolio. It is designed not so much as a
single methodology, but as a broad knowledge base of proven best practices that real
teams have used to deliver successful software products.

SCRUM

Scrum is an agile process framework for managing complex knowledge work, with an initial
emphasis on software development, although it has been used in other fields and is slowly
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 (CM DB)“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 items within an
organization, including hardware, software, systems, facilities, and sometimes personnel. It is
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, and
importance—for each item.

Change Enablement

Change Enablement is an IT practice designed to minimize disruptions to IT services while


making changes to critical systems and services.A change is adding, modifying, or removing
anything that could have a direct or indirect effect on services.
Incident Management

Incident Management is the practice of managing unplanned events that disrupt or reduce the
quality of a service. It requires an emergency response from the IT team.

ITIL

ITIL is 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.

ITIL 4

ITIL4, the recent update to ITIL standards, represents a paradigm shift for IT teams. It guides
teams to a holistic, business and customer-value frame of reference, and encourages a more
flexible approach based on how your team works. The lTlL4 Guiding Principles promote
collaboration, simplicity, and feedback.

ITAsset Management

lTAsset 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, it's making sure that the valuable items, tangible and intangible, in your organization are
tracked and being used.

Knowledge Management

Knowledge Management is the practice of creating, curating, sharing, using, and managing
knowledge across an organization and even across industries.

Service Request 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
hardware updates. The service request workstream often involves recurring requests and
benefits greatly from enabling customers with knowledge and automating certain tasks.

Problem Management

Problem Management is the practice of identifying and managing the causes of incidents on an
IT service. It is 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 a new concept, either.We see it 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 self-service is a top priority for many IT
organizations today.
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Shift left (lower cost & 'e user satisfaction)

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