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business case
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
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business impact analysis (BIA)
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
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business relationship manager (BRM)
A role responsible for maintaining good relationships with one or more customers.
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call
An interaction (e.g. a telephone call) with the service desk. A call could result in an incident or a service request being logged.
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call/contact center
An organization or business unit that handles large numbers of incoming and outgoing calls and other interactions.
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capability
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
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capacity and performance management practice
The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
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capacity planning
The activity of creating a plan that manages resources to meet demand for services.
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change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
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change authority
A person or group responsible for authorizing a change.
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change enablement practice
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.
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change model
A repeatable approach to the management of a particular type of change.
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change schedule
A calendar that shows planned and historical changes.
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charging
The activity that assigns a price for services.
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cloud computing
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
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compliance
The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
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confidentiality
A security objective that ensures information is not made available or disclosed to unauthorized entities.
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configuration
An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.
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