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Why shared terminology is important

Why shared terminology is important - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Why shared terminology is important

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- [Instructor] ITIL contains a lot of definitions and distinctions. The pay-the-bills customer versus the hands-on-the-keyboard user and so on. It's a lot to learn all that terminology, to be sure. But think about it. Think about the overhead associated with having to define and redefine terms, especially for new starters and for ephemeral staff to translate, and also, the overhead of making mistakes and having to do rework because of misunderstandings over and over, when you say, "issue" and I say, "fault," and another person says, "problem" or "incident" and we all think we're talking about the same thing and we're not, that's just not cool. Consider that, if we were, for example, accountants, we could walk across the street from one firm to another and ask to see their general ledger, their accounts receivable, and so on and everyone would understand what we mean. That's because they have generally accepted best practices and the language that goes along with it. If you think about…

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