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Terminology is defined by Google as:

The body of terms used with a particular technical application in a subject of study, theory, profession, etc.’

But how does this apply to the field of service management you may be wondering?

The way this applies is through the difference and inconsistent use of terminology that appears in our industry. Probably the biggest example of this is the difference between some who think you can ‘implement ITIL®’, when as per the correct terms used as ITIL is a framework, are ‘adapt and adopt’.

Another example of this inconsistent use of terminology was pointed out to me the other day by a learned practitioner of service management who pointed out to me that again, you don’t ‘implement’ ISO/IEC 20000 it is in fact a case of conforming to the requirements in the standard.

And finally, another example of this, which I have previously written about for another blog is the difference between ‘change’ and ‘transformation’. I won’t go into the detail here of how these two are different. Suffice it to say one and the other are very different and we need to be clear on what we mean.

Finally, I will sign off by saying there are definitions of service management terms and abbreviations available, I won’t try and sell any particular product or service here. If you google them it you will find them freely available.

About the Author:

Jamie Titchener is CEO of ITSM Shop, the one-stop shop for all ITSM books, standards, tools and training. He has worked in the field of service management for the last 12 years.