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The Business Analyst’s Handbook by Howard Podeswa

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Appendix A. Glossary of BA Terms

Following is a glossary of terms used within business analysis. Where applicable, the glossary contains definitions from common standards and guidelines (identified in parentheses in the second column of the glossary, under “What They Say”). For terms specific to ITIL and BABOK®, please refer also to the Standards and Guidelines chapter of this book. For more information on ITIL terms and concepts, refer to the ITIL V3 Glossary (available for free download at www.get-best-practice.co.uk/glossaries.aspx), Foundations of IT Service Management: Based on ITIL V3 (edited by Jan Van Bon, Van Haren, 2007), and to the Office of Government Commerce ITIL® core books (Continual Service Improvement, Service Design, Service ...

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