Annexes

Annex A: Glossary of Terms

Term / Abbreviation	Definition / Description
A3	A structured Lean problem-solving format typically presented on an A3-sized sheet. TRACE integrates the spirit of A3 in its logical, visual, and concise method format.
Annex	Supplementary documents included in the BoK. Includes glossaries, templates, and reference frameworks (like this one).
BoK	Body of Knowledge. The comprehensive reference guide defining SPARA’s principles, methods, structures, and tools. Includes theory, templates, and implementation guidance.
CAB	Change Advisory Board. A decision-making group responsible for authorising and prioritising changes. Within SPARA, CAB effectiveness is reviewed through performance alignment checks.
Case for Action	A clearly articulated statement describing the consequence of inaction and the rationale for resolving a problem. Part of TRACE’s fourth step.
CSI	Continual Service Improvement. A principle of iterative enhancement aligned with ITIL. SPARA incorporates CSI into its performance governance and maturity practices.
Execution Options	A handover-friendly set of resolution paths provided by a Problem Manager using TRACE. Not prescriptive, but designed for prioritisation and adoption by accountable teams.
FMEA	Failure Mode and Effects Analysis. A method of anticipating failure points before they occur. Referenced in SPARA’s risk governance section.
Governance	The decision-making and accountability structures that guide services and portfolios. A key SPARA performance layer.
Governance Review Board (GRB)	A SPARA-recommended construct for aligning service governance across strategic and operational layers.
KPI	Key Performance Indicator. A quantifiable measure used to evaluate success against objectives. SPARA recommends contextual alignment of KPIs to organisational goals and stakeholder expectations.
Levers of Performance	A set of five organisational dimensions within SPARA used to drive change and evaluate maturity: Purpose, People, Process, Flow, and Results.
Maturity Assessment	A structured diagnostic to evaluate where an organisation sits across each SPARA lever. Used to guide roadmap planning.
MSP	Managed Service Provider – a third-party company that manages a customer’s IT services.
PIR	Post-Incident Review. A retrospective diagnostic activity used to identify what went wrong and why. Often leads into a formal TRACE session.
Performance Intelligence Cycle (PIC)	The measurement and feedback framework within SPARA, defining how performance is assessed, learned from, and evolved. Includes inputs, techniques, and reporting guidance.
Performance Layering	The concept of organising performance oversight across multiple levels of operation (strategic, service, technical). Fundamental to SPARA.
RACI	Responsible, Accountable, Consulted, Informed – a role mapping matrix used to clarify responsibilities.
RCA	Root Cause Analysis. A methodology used to identify the origin of problems and determine how to address them sustainably. TRACE is a modern RCA method designed for service contexts.
Roadmap Canvas	A SPARA tool used to visualise and sequence improvement initiatives aligned to organisational goals and lever maturity.
Root Themes	Themed clusters of contributing factors used to organise causal analysis in TRACE. Includes cultural, structural, process, technical, and strategic domains.
SLA	Service Level Agreement. A contractually agreed level of service performance. SPARA ensures SLAs are contextualised within meaningful measurement frameworks.
Service Blueprint	A visual representation of service touchpoints, ownership, and outcomes. Recommended as part of SPARA’s transformation strategy tools.
Service Plan	A structured document defining how a service will be operated, governed, measured, and improved. A key SPARA artifact.
SPARA	Service Performance Alignment, Results & Architecture. A holistic performance framework focused on aligning service design, delivery, measurement, and transformation activities across complex environments.
SLA	Service Level Agreement – a documented commitment between a service provider and customer detailing performance standards.
Toolkits	Downloadable sets of pre-structured templates, forms, and guides that operationalise SPARA practices. Includes TRACE Toolkit, Performance Toolkit, and Governance Toolkit.
TRACE	A structured, agnostic problem-solving method developed within SPARA. Stands for Trigger, Root Themes, Alignment Breakpoint, Case for Action, Execution Options. Designed for stakeholder-ready problem diagnosis and handover.
Trigger	The observable event or symptom that led to investigation. Not the cause, but the catalyst for initiating a TRACE review.
XLA	Experience Level Agreement. An emerging alternative to SLAs focused on end-user perception and service quality beyond technical uptime. Covered in the SPARA Results Lever.