Matching Question

A. Identity

B. Baseline

C. Reliability

D. Urgency

E. Service pipeline

F. Information

G. Service asset

H. Process

I. Key performance indicators

J. Change model

K. Utility

L. Accountability

M. Configuration item

N. Known error database

O. Underpinning contract

P. Customer-based SLA

Q. Vital business function

R. Process practitioner

S. User

T. Service design package

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Match with above

1.This is a collection of facts from which a conclusion can be drawn.

2.An agreement between an IT service provider and a third party.

3.The most important set of metrics to gauge performance.

4.A predefinition of the steps that should be taken to handle a type of change in an agreed way.

5. This includes all IT services that are under consideration or development but not yet available to customers

6. A measure of how long it will be until an incident has a significant impact on the business.

7. The role responsible for carrying out process activities.

8. Refers to the information about an individual that distinguishes one individual from another and verifies their status within the organization

9. A structured set of activities designed to accomplish a specific set of objectives.

10. Used to establish a basis for later comparison.

11. The storage location for known errors and their workarounds.

12. The measure of how long a service, component or configuration item can perform its agreed function without interruption.

13. Refers to the person that is ultimately responsible for the success or failure of the task.

14. A type of agreement that covers all services for a single customer.

15. The functionality offered of a product or service to meet a particular need.

16. The part of a business process that is critical to the success of the business

17. Any resource or capability of a service provider.

18. A person who uses the IT service on a day-to-day basis

19. A set of documents that includes everything necessary for the design, build, test and deployment of a new or changed service.

20. Any asset, service component, or will be, under the control of configuration management.