The role responsible for the initiation, transition and ongoing maintenance of a particular Continual service improvement register service. A type of agreement that covers a single service for all customers of that service. Service-based SLA An agreement between an IT service provider and a third party. Underpinning contract Ensures that new, modified or retired services meet the expectations of the business as Service portfolio documented in the relevant lifecycle stages. A possible event that could cause harm or loss. Risk Units of organisation specialized to perform certain types of work and responsible for specific Function outcomes Determined by the customer's perception, preferences, and business outcomes. Service level requirement A collection of activities that strives to understand and influence customer demand for services and the provision of capacity to meet these demands. Capacity management A plan defining the steps required to restore business processes following a disruption. Service operation A predefinition of the steps that should be taken to handle a type of change in an agreed Change model way. A customer requirement for an aspect of an IT service. Service level requirement Executes the organisation's strategy by co-ordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and Function customers. A set of one or more release units. Release package A set of tools and databases to manage a service provider's configuration data and their relationships. Configuration management system Represents the complete set of services managed by the service provider. Service portfolio The ability of a service, component or configuration item (CI) to perform its agreed function Availability when required Refers to the level and extent of a service's functionality or data that a user is entitled to. Value The role that has ownership of quality and the end result of a task in RACI model. Accountable Ensures that the capacity of IT services and the IT infrastructure meets the agreed capacity Demand management and performance-related requirements in a cost-effective and timely manner. The name provided for the group of stakeholders that meets to evaluate high-impact Change advisory board requests for change. A storage location for definitive media assets. Definitive media library The ability of a third-party supplier to meet the terms of their contract. Serviceability