Lexicon Item

Children

2Cs of Activity (Complete, Close)
3Rs of Incident (Recover, Resolve, Restore)
42 - The Magic Number
4Ds of Transformation
4Es of Customer Satisfaction (Expectation, Encounter, Experience, Emotion)
5Is of Communications
5Rs of Sustainability (Respect, Reuse, Renewable Energy, Recycling, Reduced Replacement)
6Cs of Service Provision
8Ps of Marketing (Product, Place, Promotion, Price, Process, Productivity, People, Physical Evidence)
ABC - Attitude, Behavior and Culture
Accept
Acceptance
Access Rights
Account Manager
Accounting
Action Lists
Action Plan (General)
Action Plan (Problem Management)
Action Request Queue
Action Statement
Activity
Activity-Based Costing (ABC)
Actual Cause
Adaptive Actions
Adaptive Maintenance
Adequate Service
ADKAR
Agreed Service Time (AST)
Agreement
Alert
Alert Phase
Alignment
Alignment Models
Analytical Modeling
Andon
Andon Board
Application
Application Development Environment (ADE)
Application Lifecycle Management (ALM)
Application Management
Application Management Lifecycle
Application Management System
Application Sizing
Application Software
Approval
Approve
Approved
Arbitration
Artifact
As-Is Process Model
Assembly Level Configuration Item
Assessment
Asset
Asset Management
Asset Pool
Asset Register
Assignable Square Feet
Assignment
Assurance
Assure
Asymmetric Information
Attribute
Audit
Authorized Incident Response (AIR) Plan
Availability
Availability Model
Availability Statement
Awareness Campaign
Back Stage Action
Back-Out Plan
Backup
Balanced Scorecard (BSC)
Baseline
Benchmark
Benefit
Benefit Statement
Best Practice
Best Practice Statement (BPS)
Billing
Body of Knowledge (BOK)
Bowler Chart
Brand
Break-Fix
Broker
Brownfield
Budget
Budget Method
Budget Period
Budget Type
Budgeting
Build
Build Environment
Build to Order
Burndown
Business Capacity Management (BCM)
Business Case
Business Continuity Management (BCM)
Business Continuity Plan (BCP)
Business Impact Analysis (BIA)
Business Importance Level (BIL)
Business Importance Level (BIL) Matrix
Business IT Alignment (BITA)
Business Objective
Business Plan
Business Planning Cycle
Business Planning Framework (BPF)
Business Process
Business Process Management (BPM)
Business Processing Period
Business Relationship Management (BRM)
Business Rhythm
Business Service Management (BSM)
Business Unit
C2
Call
Call Center
Call Type
Capability
Capability Level
Capability Management
Capability Model
Capacity
Capacity Classifications
Capacity Competence
Capacity Item
Capacity Item Catalog
Capacity Item History
Capacity Management
Capacity Management Database (CDB)
Capacity Management System
Capacity Measurements
Capacity Model
Capacity Plan
Capacity Request
Capacity Request Lifecycle
Capacity Review Board
Capacity Schedule
Capacity Sizing
Capacity Type
Capital Cost
Capital Investment Analysis
Capital Item
CARE
Catalog of Services
Categorization
Category
Causal Factor
Cause
Cause (Actual)
Cause (Contributing)
Cause (Presumptive)
Cause (Primary)
Cause (Root)
Cause Analysis
Cause and Effect Diagram
Cause Catalog
Cause Map
Cause Statement
Cause Type
Centralized Service Desk
Change
Change Agent
Change Analysis
Change Catalog
Change Categorization
Change Classification
Change Constellation
Change Coordinator
Change Equation
Change History
Change Lifecycle
Change Management
Change Management Group
Change Manager
Change Model
Change Plan
Change Proposal
Change Queue
Change Record
Change Request
Change Request Record
Change Review Board (CRB)
Change Review Board for High Risks (CRB/HR)
Change Schedule
Change Slot
Change Sponsor
Change Traceability
Channel (Provision or Delivery)
Charging
Charging Methods
Charging Model
Charging Policy
Charter Statement
Churn
Class Hierarchy
Classification
Close
Closure Code
Cloud Computing
Cloudwashing
Cold Start
Commission
Communications Plan
Complaint
Complete
Completion Code
Compliance
Compliment
Component
Component Failure Impact Analysis (CFIA)
Composite Business Service
Concept
Concept Generation
Confidentiality
Configuration
Configuration Analyst
Configuration Baseline
Configuration Candidacy
Configuration Class
Configuration Collision
Configuration Constellation
Configuration Control Authority
Configuration Control Board
Configuration Coordinator
Configuration Domain
Configuration History
Configuration Item (CI)
Configuration Item Lifecycle
Configuration Item Relationship
Configuration Item Type
Configuration Management
Configuration Management Database (CMDB)
Configuration Management System
Configuration Manager
Configuration Model
Configuration Plan
Configuration Record
Configuration Request
Configuration Request Lifecycle
Configuration Request Record
Configuration Specification
Configuration Sponsor
Configuration Tree
Configuration Type
Conformance
Consumer
Consumer Action
Consumer Constraints
Consumer Engagement
Consumer Engagement Cycle
Consumer Engagement Strategy
Consumer Journey
Consumer Model
Consumer Pathway
Consumer Scenario
Consumer Scenario Catalog
Consumption
Contact Center
Containment
Contingency Plan
Continuity Plan
Continuity Position
Continuity Pyramid
Continuous Flow
Continuous Improvement
Continuous Improvement Cycle
Continuous Improvement Program (CIP)
Continuous Service Improvement Program (CSIP)
Contract
Contractual Provisions
Contributing Cause
Control Barrier
Control Barrier Analysis (CBA)
Control Barrier Catalog
Control Barrier Statement
Control Objective
Controlled Test Environment
Conversion
Conversion Plan
Core Service
Corrective Actions
Corrective Maintenance
Correlate
Cost
Cost Accounting
Cost Allocation
Cost Allocation Table
Cost Center
Cost Classification
Cost Element
Cost Item
Cost Management System
Cost Model
Cost Recovery
Cost Type
Cost Unit
Cost-By-Customer Cost Model
Cost-By-Location Cost Model
Cost-By-Request Cost Model
Cost-By-Service Cost Model
Cost-Of-Capacity
Cost-Of-Change
Cost-Of-Configuration
Cost-Of-Continuity
Cost-Of-Impact
Cost-Of-Outage
Cost-Of-Poor-Quality
Cost-Of-Quality
Cost-Of-Release (COR)
Cost-Of-Support
Countermeasure
Crisis Management Team
Criteria Rating System
Critical Component Failure Analysis (CCFA)
Critical Incident
Critical Incident Technique
Critical Success Factor (CSF)
Critical To Quality (CTQ)
Critical To Quality Tree
Customer
Customer Activity Register
Customer Advocacy
Customer Architecture
Customer Centricity
Customer Communications Plan
Customer Community Management
Customer Continuity Management
Customer Experience
Customer Experience Management
Customer Interaction
Customer Interface Management
Customer Interview Process
Customer Journey
Customer Journey Map
Customer Lifecycle
Customer Lifetime Cost
Customer Lifetime Value (CLV)
Customer Loyalty
Customer Pictures
Customer Plan
Customer Portfolio
Customer Relationship Lifecycle
Customer Relationship Management (CRM)
Customer Satisfaction
Customer Satisfaction Index (CSI)
Customer Satisfaction Survey
Customer Satisfaction Survey Report
Customer Service Plan
Customer Service Standard
Customer Vision Document
Cyber Framework
Cyberspace
Cycle Time
Data Center Automation
Decision / Event Tree
Decomposition
Defect
Defection
Define
Definitive Software Library (DSL)
Delivery Channels
Demand
Demand Cycle
Demand Management
Demand Plan
Deming Cycle (PDCA)
Deploy
Design
Desired Result
Desired Service
Develop
Development Environment
Diagnosis
Diagnostic Routine / Script
Differential Charging
Digital
Digital Consumer
Digital Strategy
Digital Transformation
Direct Cost
Disaster
Discovery
Discovery Schedule
Distributed Service Desk
DMAIC
Do It Right Second Time (DIRST)
Do Nothing
Document Control
Dormant Contract
Downtime
Draft Service Level Agreement
Due Diligence
Dumb Interaction
Ecodesign
Effectiveness
Efficiency
Emergency Change
Emergency Preparedness
Emergency Release
Emergency Repair Store (ERS)
Emotional Genie (4E)
Employee Involvement
Empowerment
Enablement
Encounter (Service Request) (2E)
Energy Usage
Enterprise Model
Enterprise Service Management
Entitlement
Entity Capacity
Environmental Management Systems
Environmental Zone (EZ)
Epic
Episode
Error
Error Assessment
Error Proofing
Escalation
Escalation Rule
Estimated Time to Restore (ETTR)
Event
Event Correlation
Event Management
Event-Alert-Incident-Lifecycle
Excellent Support Equation
Exception
Exception Based Reporting
Excessive Wait
Excluded Area
Executive Steering Committee
Exit (Moment of truth)
Expectation (Consumer) (1E)
Expectation Equation
Expectation Statement
Experience (3E)
Experience Map
Exposure
Extension
External Audit
External Customer
Facility
Fail Point
Failure
Failure Mode Effect Analysis (FMEA)
Fault Tolerant
Fault Tree Analysis (FTA)
Feasibility Statement
Feasibility Study
Federated
Federated Catalog
Federated CMDB
Feedback
Filters
Final Service Level Agreement
Financial Management of Services
Fire Fighting
First Contact
First Interview
First Time Fix Rate (FTFR)
First-Call Response
First-Line Support
Fishbone Diagram
Fit For Purpose Testing
Five (5) S's
Five Whys
Fixed Cost
Fixed Price
Flow Production
Follow-The-Sun Support
Force Field Analysis
Forecasting
Front Stage Action (On Stage)
Fulfillment Stream
Full Cost
Full Release
Function
Functional Escalation
Functional Requirement
Functional Work Area (FWA)
Gamification
GAP 1 - The Understanding Gap
GAP 2 - The Standards Gap
GAP 3 - The Delivery Gap
GAP 4 - The Communications Gap
GAP 5 - The Quality Gap
GAP 6 - The Employee Gap
GAP 7 - The Provider Gap
GAP 8 - The Value Gap
Gap Analysis
Gemba
Gembutsu
GEN Principle
Genjitsu
Global Policy
Global Service Model
Goal Statement
Going Rate
Golden Circle
Good Practice
Goods-Service Continuum
Governance
Governance Framework
Green IT (Green Computing)
Green Tag
Greenfield
Greenwashing
Greet (Welcome Moment of Truth)
Halo Effect
Hansei
HEART
Heatmaps (Touchpoints)
Heijunka
Help Desk
Helping Hand
Hierarchical Escalation
Holistic Service Management (HSM)
Hoshin Kanri
Hot Recovery
Hot Standby
House of Quality
Hypothesis
Hypothesis Statement
Hypothetical Impact Statement
Hypothetical Problem Statemnt
Idea Marketplace
Idle Capacity
Impact
Impact Code
Impact level
Impact Scope
Impact Statement
Impact Switch
Improvement Queue
Incident
Incident Agent
Incident Code
Incident Control
Incident Coordinator
Incident Lifecycle
Incident Management
Incident Manager
Incident Matching
Incident Record
Incident Responder
Indirect Cost
Information Asymmetry
Infrastructure Catalog
Infrastructure Centricity
Infrastructure Domain
Infrastructure Improvement Plan
Infrastructure Risk Statement
Infrastructure Strategies
Initial Escalation
Initial Impact Statement
Initial Problem Statement
Initial Service Level
Innovation Trends
Inside-Out Thinking
Inspection
Integrity
Intelligent Automation
Interaction
Interface Control Document
Internal Audit
Internal Customer
Internet of Everything (IoE)
INVEST
Invisible Technology
Invoke
ISO/IEC 20000-1
Isolated Islands
Issue Statement
IT Accounting
IT Governance
IT Service Continuity Management (ITSCM)
IT Service Continuity Plan
IT Service Management (ITSM)
ITIL
Jaycustomer
Jidoka
Jishuken
Just In Time (JIT)
Just In Time Manufacturing or Production
Kaikaku
Kaizen
Kaizen Newspaper
Kaizen Workshop
Kanban
Key Performance Indicator (KPI)
Key Performance Measure (KPM)
Key Performance Target (KPT)
Key Result Area (KRA)
Kiosk
Knowledge Area
Knowledge Article
Knowledge Base
Knowledge Domain
Knowledge Management
Last Contact
Last Known Working Configuration (LKWC)
Lead Time
Lean
Lean Consumption
Lean Enterprise
Lean Manufacturing
Lean Production
Lean Provision
Lean Service Management
Lean Service Office
Lean Statement
Lean Thinking
Level Scheduling
Level Selling
Level-Of-Breakdown
Level-Of-Detail
Levels of Customer Satisfaction (Perceived)
Levels of Satisfaction
Levels of Visibility
License Management
Lifecycle
Lifecycle Costing
Line of Business (LOB)
Line of Service (LOS)
Line of Visibility (LOV)
Lines of Interaction
Listening Post
Local Policy
Local Service Desk
Local Service Model
Location
Loyalty
Maintain
Maintainability
Maintenance
Maintenance Classifications
Maintenance Objective
Maintenance Schedule
Maintenance Standards
Maintenance Type
Major Incident
Make It Ugly
Management Imperatives
Manual Discovery
Manual Workaround
Marginal Cost
Market Price
Market Segmentation
Marketing 4Ps
Marketplace
Marketspace
Mass Production
Match
Maturity Level
Maximum Allowable Outage (MAO)
Mean Time Between Failure (MTBF)
Mean Time Between Repair / Restore (MTTR)
Meaningful Use
Measure
Metadata
Metadata Catalog
Metadata Model
Metric
Micro Moment
Milk Run
Mission Statement
Mistake-Proofing
Mitigation
Model
Model Change
Model Operations Contract
Model Service Contract
Modeling
Moderate
Moderated Alerts
Moderated Requirement
Molecular Model
Moment of Misery (- -)
Moment of Need (MON)
Moment of Truth (MOT)
Muda
Mura
Muri
Myers-Briggs Type Indicator (MBTI®)
Mystery Shopper
Need
Needs and Wants
Net Promoter Score®)
Next Contact
No Fault
Non-Functional Requirement
Non-Productive Capacity
Non-Value-Add
Notification
Notification Methods
Notification Rules
Notional Charging
Observations (Service Request Workshop SRW)
Observer Effect
Operational Acceptance
Operational Capacity
Operational Cost
Operational Excellence
Operational Surveillance
Operations Activity Register (OAR)
Operations Contract
Operations Governance Framework
Operations Improvement Plan
Operations Management
Operations Model
Operations Resource Plan
Opportunity
Opportunity Cost
Opportunity Incubator
Opportunity Statement
Opportunity to Improve (O2I)
Optimize
Organizational Change Management (OCM)
Organizational Impact
Outcome
Outside-In Thinking
Outside-In, Inside-Out (OI-IO) Continuum
Overhead
Package Release
Patterns of Activity
Peak Capacity
Penalty Statement
Pending Request
Perceptual Map
Perfect Order Score
Perfection
Perfective Maintenance
Performance
Performance Appraisal
Performance Architecture
Performance Control
Performance Domain
Performance Excellence
Performance Excellence Report
Performance Excellence System
Performance Gap
Performance Indicator
Performance Management Framework (PMF)
Performance Measurement
Performance Objective
Performance Plan
Performance Target
Performance Weighting
Permission Marketing
Persona
Persona Catalog
Physical Configuration Audit
Physical Evidence
PIBO Model
Pillars of Support
Plan Do Study Act
Planned Capacity
Planned Downtime or Outage
Point Kaizen
Point of Experience (PoE)
Poka-Yoke
Policies and Objectives
Policy
Policy Statement
Portal
Portfolio
Portfolio Management
Positioning
Positioning Statement
Post implementation Review (PIR)
Post-Transaction (Service)
Pre-Approved Change
Pre-Transaction (Service)
Predicted Service
Preferred Pricing Scheme
Preferred Vendor List
Preliminary Service Project Plan
Presumptive Cause
Prevention
Preventive Actions
Preventive Maintenance
Price Elasticity
Pricing
Pricing Model
Primary Cause
Priority
Priority Schema
Probability
Probability Tree
Problem
Problem Analyst
Problem Classification
Problem Constellation
Problem Coordinator
Problem Database
Problem Definition
Problem Diagnosis
Problem Interview
Problem Investigation
Problem Lifecycle
Problem Management
Problem Management Group
Problem Management System
Problem Manager
Problem Queue
Problem Record
Problem Statement
Procedure
Process
Process Capability Matrix
Process Improvement
Process Improvement Plan
Process Management
Process Map
Process Mapping
Process Owner
Process Problem Analysis
Process Villages (islands)
Product Configuration Item
Product Depth
Product Item
Product Line
Product Management
Product Mix
Product Width
Productive Capacity
Productivity
Program
Project
Prosumer
Protection Rings
Provider
Provider Constraints
Provider Governance Framework
Provider Pathway
Provider Relationship Management
Publish
Pull
Quality
Quality Action
Quality Assurance
Quality Audit
Quality Element
Quality Equation
Quality Function Deployment (QFD)
Quality Gaps
Quality Measure (Control)
Quality of Operational Activities
Quality of Service (QoS)
Quality Planning Framework
Quality Schedule
RACI Chart / Model
Rated Capacity
Rated Performance
RATER Model
Readiness Review
Real Charging
Reciprocal Agreement
Recover (R1)
Recovery Option
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Recovery Window
Red Tag
Reference Model
Regional Policy
Regional Service Model
Regulations Register
Regulatory Compliance
Relater
Relater Catalog
Relationship Plan
Release
Release Acceptance
Release Build
Release Distribution
Release Identification
Release Installation
Release Management
Release Plan
Release Record
Release Schedule
Release Strategy
Release Type
Release Unit
Reliability
Repair
Report Catalog
Repositioning
Repurpose
Request For Change (RFC)
Request Pathway
Require
Requirement
Requirement Analysis
Requirement Attribute Matrix
Requirement Budget
Requirement Catalog
Requirement Cost
Requirement Definition
Requirement Elicitation
Requirement Errors
Requirement Lifecycle
Requirement Plan
Requirement Responsibility Matrix
Requirement Statement
Requirement Traceability
Requirement Type
Requirements Management
Resilience
Resistance to Change (R2C)
Resolution
Resolve (R2)
Resource
Resource Allocation
Resource Availability
Resource Plan
Resource Statement
Response Time
Restore (R3)
Retire
Return on Capital
Return On Investment (ROI)
Return On Quality
Return To Normal (R2N)
Review
Review and Retrospective
Revise
Risk
Risk Analysis
Risk Assessment
Risk Management
Risk Priority Number (RPN)
Risk Reduction Measure
Risk Statement
Role
Role Continuum
Role Taxonomy
Rollout (Planning)
Root Cause
Root Cause Analysis (RCA)
Rule of Thumb (ROT)
Run Book
Safeguard
Satisfaction Level
Satisfaction Pyramid
Satisfaction Surveys
SCARI Chart
Scenario Action Plan
Scenario Action Plan Catalog
Scheduled Change
Scheduled Outages
Schema
Script (Consumer)
Scrum
Security Controls
Security Incident
Security Management
Security Problem
Self-Service
Sensie
Service
Service Access Points
Service Acquisition
Service Activity Register (SAR)
Service Aggregation
Service Arbitrage
Service Assessment Report
Service Asset
Service Asset Lifecycle
Service Asset Register
Service Assurance Certificate
Service Audit
Service Availability Schedule
Service Blueprint
Service Blueprinting
Service Broker
Service Budget
Service Building Block (SBB)
Service Calendar
Service Call
Service Capacity Management
Service Capacity Model
Service Capacity Plan
Service Catalog
Service Catalog (Service Marketing Perspective)
Service Catalog (Service Request Management Perspective)
Service Change
Service Charter
Service Classification
Service Commission
Service Commission Report
Service Commitment
Service Communities
Service Complaint
Service Concept
Service Configuration Management
Service Configuration Tree (SCT)
Service Content Management System
Service Continuance Statement
Service Contract
Service Core
Service Core
Service Cost Accounting
Service Cost Index
Service Cost Model
Service Cost Recovery
Service Customization
Service Delivery Channel
Service Delivery Management
Service Design
Service Design Model
Service Design Objectives
Service Desk
Service Development Plan
Service Element
Service Encounter
Service Enhancement Register
Service Enhancement Request
Service Episode
Service Event Lifecycle
Service Evidence
Service Excellence
Service Exception Report
Service Expectation
Service Experience
Service Experience Design
Service Experience Map
Service Experience Wheel
Service Failure
Service Feedback Report
Service Finance Model
Service Financial Modeling
Service Fulfilled
Service Fulfillment Management
Service Fulfillment Plan (SFP)
Service Governance Framework
Service Guarantee
Service Impact
Service Impact Analysis
Service Impact Statement
Service Improvement Plan (SIP)
Service Incident
Service Incident Management
Service Infrastructure
Service Infrastructure Catalog
Service Infrastructure Domain
Service Infrastructure Event
Service Infrastructure Management
Service Infrastructure Plan
Service Infrastructure Quality
Service Innovation
Service Inquiries
Service Inseparability
Service Instance
Service Integration
Service Item
Service Level Achievement Report
Service Level Agreement (SLA)
Service Level Exceptions
Service Level Expectation
Service Level Indicator (SLI)
Service Level Management (SLM)
Service Level Objective (SLO)
Service Level Reporting
Service Level Requirement
Service Level Requirement Document
Service Level Review
Service Level Review (External)
Service Level Review (Internal)
Service Level Statements
Service Level Target
Service Lifecycle
Service Lifecycle Cost Analysis (SLCA)
Service Maintained
Service Management
Service Management Framework
Service Management Functional Backbone
Service Management Lexicon
Service Management Manifesto
Service Management Office (SMO)
Service Management Office Charter
Service Management Office Modes of Operation
Service Management Office Operating Model
Service Management Office Statement of Scope
Service Management Office Vision
Service Management Plan
Service Management Policy
Service Management System (SMS)
Service Marketing
Service Membership
Service Mix
Service Model
Service Offering
Service Operations Management
Service Opportunity Board (SOB)
Service Order
Service Organization
Service Outage Review
Service Pathway
Service Performance
Service Performance Framework
Service Performance Information
Service Performance Report
Service Perishability
Service Plan
Service Planning
Service Planning-Marketing Continuum
Service Portal
Service Portfolio
Service Portfolio Management
Service Portfolio Management Criteria
Service Positioning
Service Priority Matrix
Service Priority Scheme
Service Problem Management
Service Product
Service Profit Chain
Service Provider Organization (SPO)
Service Provider Organization Performance Report
Service Provision Capability Maturity Framework
Service Provision Channel
Service Quality Index
Service Quality Information System
Service Quality Lifecycle
Service Quality Management (SQM)
Service Quality Model
Service Quality Plan
Service Realized
Service Record
Service Recovery
Service Recovery Item
Service Recovery Paradox
Service Recovery Plan
Service Recovery System
Service Release
Service Release Definition (SRD)
Service Release Overview (SRO)
Service Report Record
Service Repositioning
Service Request
Service Request Catalog
Service Request Lifecycle
Service Request Management
Service Request Pathway
Service Request Record
Service Request Workshop (SRW)
Service Requirement
Service Requirement Lifecycle
Service Responsibility Matrix
Service Retired
Service Retirement Plan
Service Retirement Policy
Service Review
Service Revised
Service Revision
Service Revision Lifecycle
Service Revision Plan
Service Revision Program
Service Safari
Service Statement of Works
Service Strategy Statement
Service Support Role Taxonomy
Service Transaction Engine (STE)
Service Value Chain
Service Value Maps
Service Violation
Serviceability
Servicescape
SERVQUAL
Servuction System
Shadowing
Shewhart Cycle
Showcase
Simulation Modeling
Single Point of Contact (SPOC)
Single Point of Failure (SPOF)
SIPOC Map
Situation
Situation Analysis
Situation Level
Situation Management
Situation Management Team
Six Sigma
SMART Objectives
Solution
Solution Catalog
Solution Database
Solution Development
Solution List
Solution Plan
Solution Set
Solution Statement
Source Configuration Tree
Sources of Evidence
Space Planning
Span of Encounter
Sponsor Program
Sponsorship
Sprint
Stabilization Period
Stage
Staging Area
Stakeholder
Stakeholder Hierarchy
Stakeholder Interest
Stakeholder Scenario
Stand Down
Standard Call
Standard Change
Standard Operating Procedure (SOP)
Standard Request
START
Statement of Requirements
Statement of Risk
Statement of Scope
Statement of Work
Statistical Process Control (SPC)
Status
Status Account
Stewardship
Stickiness
Story
Story Catalog
Story Marketplace
Story Points
Story Priority
Story Template
Strategic Planning
Stretch Goal
Sub-Process
Subscriber Management
Successful Customer Outcome (SCO)
Successful Customer Outcome Maps
Supermarket
Supplementary Service
Supplier
Supplier (Relationship) Management
Supplier Contract
Support Center
Support Hours
Support Model
Support Specialist
Support Statement
Supporting Agreements
Supporting Processes
Sustainability
Sustainability Dimensions
Sustainability Pillars
Sustainability Plan
Sustainability Request
Sustainability Statement
Sustainable Development
Sustainable Operations
Sustainable Operations Analyst
Sustainable Operations Coordinator
Sustainable Operations Manager
TAKT Time
Target Resolution Time
Target Segment
Target Service Specification (TSS)
Target Time
Target Time to Completion
Target Time to Resolve
Target Time to Restore
Temporary Containment
Test Plan
Testing
Thank You (Managed Consumer Exit)
Theme
Theory Of Constraints
Threat
Threat Agent
Threshold
Throughput
To-Be Process Model
Total Capacity Plan
Total Cost of Ownership (TCO)
Total Engagement Strategy
Total Quality Management (TQM)
Touchpoint
Touchpoint Catalog
Touchpoint Inventory
Touchpoint Type
Traceability
Transaction
Transfer Cost
Transfer of Command
Transformation Initiative
Transition State
Trend Analysis
Trigger
True North
Tuning
Unabsorbed Cost
Undercover Boss
Underlying Cause
Underpinning Contract (UC)
Undesirable Behavior
Undesirable Demand
Unified Command
Unique Reference
Universal Service Management (USM)
Unplanned Capacity
Unscheduled Outage
Urgency
Urgent Change
Urgent Release
Use Case
USMBOK
Utilization
Utilization Rate
Utilized Capacity
Value
Value Added
Value Architecture
Value Chain
Value Configuration
Value Constellation
Value Equation
Value Mapping
Value Maps
Value Network
Value Network Analysis
Value Network Mapping
Value Proposition
Value Statement
Value Stream
Value Stream Analysis
Value Stream Map
Value Stream Mapping
Variable Cost
Variance
Variant Configuration Item
Velocity
Verify Phase
Version
Virtual Configuration Audit
Virtual Service Desk
Virtualization
Vision and Scope Document
Vision Statement
Vital Activity Register
Vital Mission Activity (VMA)
Vital Product Data (VPD)
Voice Of The Customer (VOC)
Voice Of The Provider (VPO)
Vulnerability
Warm Standby
Warranty
Waste
What Business Are We In? (WBAWI)
WI-IW (When I, I Want)
Wide Area Disaster
WOCAS (What Our Customers Are Saying)
Word-Of-Mouth
Work Area Recovery
Work Order
Work Order Lifecycle
Work Order Management
Work Product
Workaround
Workflow
Workforce Engagement Strategy
Workforce Management
Workforce Monitoring
Workload
Workload Modeling
Workload Monitoring
X Matrix
Yellow Tag
Yield
Yield Management
Zero Cost of Operation
Zero Moment of Truth (ZMOT)
Zone of Risk
Zone Of Tolerance

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