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Alert
A warning that a threshold has been reached, something has changed, or a failure has occurred.
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Asset
Any resource or capability.
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Application Sizing
Determines the hardware or network capacity to support new or modified applications and the predicted workload.
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Baselines
A benchmark used as a reference point for later comparison.
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CMDB
Configuration Management Database
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CMS
Configuration Management System
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Configuration Item (CI)
Any component that needs to be managed in order to deliver an IT Service.
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DML
Definitive Media Library
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Function
A team or group of people and the tools they use to carry out one or more processes or activities.
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Incident
An unplanned interruption to, or reduction in the quality of, an IT service.
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Known Error:
A problem that has a documented Root Cause and a Workaround
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KEDB
Known Error Database
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Maintainability
A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure.
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Modeling
A technique used to predict the future behavior of a system, process, CI etc
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MTBF
Mean Time Between Failures (Uptime)
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MTBSI
Mean Time Between Service Incidents
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MTRS
Mean Time to Restore Service (Downtime)
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OLA
Operational Level Agreement – internal agreements that support SLAs.
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Process
A structured set of activities designed to accomplish a specific objective.
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Process Owner
Role responsible for ensuring that a process is fit for purpose.
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Remediation
Recovery to a known state after a failed Change or Release
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Service
A means of delivering value to Customers by facilitating Outcomes Customers want toachieve without the ownership of specific Costs and risks
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Service Owner
Role that is accountable for the delivery of a specific IT service
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Service Assets
Any capability or resource of a service provider
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Serviceability
Measures Availability, Reliability, Maintainability of IT services/CI’s under control of external suppliers.
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SIP
Service Improvement Plan
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SKMS
Service Knowledge Management System
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SLA
Service Level Agreement – agreements between service providers and customers.
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SLM
Service Level Manager
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SLR
Service Level Requirements
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SSIP
Supplier Service Improvement Plan
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Status Accounting
Reporting of all current and historical data about each CI throughout its lifecycle.
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Trigger
An indication that some action or response to an event may be needed. All processes are triggered by some event or action taking place; otherwise we would not know when to execute them.
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Tuning
Used by Capacity Management to identify areas of the IT infrastructure that could be better utilized.
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UC
Underpinning Contract – manages supplier relationships and services provided by them.
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Utility
Functionality offered by a product or service to meet a particular need. Often summarized as‘what it does’.
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VBF
Vital Business Function
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Warranty
A promise or guarantee that a product or service will meet its agreed requirements.
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Workaround
The pre-defined and documented technique in which to restore functionality to the user with the required functionality. A workaround is NOT a permanent (structural) solution, and only addresses the symptoms of errors..
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