Glossary

acceptance
access management
account manager
accounting
accounting period
accredited
active monitoring
activity
agreed service time (AST)
agreement
alert
analytical modelling
application
application management
application portfolio
application service provider (ASP)
application sizing
architecture
assembly
assessment
asset
asset management
asset register
asset specificity
attribute
audit
authority matrix
automatic call distribution (ACD)
availability
availability management (AM)
management information system (AMIS)
availability plan
back-out
backup
balanced scorecard
baseline
benchmark
benchmarking
best management practice (BMP)
best practice
billing
brainstorming
British Standards Institution (BSI)
budget
budgeting
build
build environment
business
business-capacity-management
business case
business continuity management (BCM)
business continuity plan (BCP)
business customer
business impact analysis (BIA)
business objective
business operations
business perspective
business process
business relationship management
business relationship manager (BRM)
business service
business service management
business unit
call
call centre
call type
capability
Capability Maturity Model Integration (CMMI)
capacity
capacity management
capacity management information system (CMIS)
capacity plan
capacity planning
capital budgeting
capital cost
capital expenditure (CAPEX)
capitalization
category
certification
change
change advisory board (CAB)
change evaluation
change history
change management
change model
change proposal
change record
change request
change schedule
change window
chargeable item
charging
charging policy
charging process
charter
chronological analysis
CI type
classification
client
closed
closure
COBIT
code of practice
cold standby
commercial off the shelf (COTS)
compliance
component
component capacity management (CCM)
component CI
component failure impact analysis (CFIA)
computer telephony integration (CTI)
concurrency
confidentiality
configuration
configuration baseline
configuration control
configuration identification
configuration item (CI)
configuration management
configuration management database (CMDB)
configuration management system (CMS)
configuration record
configuration structure
continual service improvement (CSI)
continuous availability
continuous operation
contract
control
Control OBjectives for Information and related Technology
control perspective
control processes
core service
cost
cost benefit analysis
cost centre
cost element
cost management
cost model
cost type
cost effectiveness
countermeasure
course corrections
crisis management
critical success factor (CSF)
CSI register
culture
customer
customer asset
customer agreement portfolio
customer portfolio
customer-facing service
dashboard
Data-to-Information-to-Knowledge-to-Wisdom (DIKW)
definitive media library (DML)
deliverable
demand management
Deming Cycle
dependency
deployment
depreciation
design
design coordination
detection
development
development environment
diagnosis
diagnostic script
differential charging
direct cost
directory service
document
downtime
driver
early life support (ELS)
economies of scale
economies of scope
effectiveness
efficiency
emergency change
emergency change advisory board (ECAB)
enabling service
enhancing service
enterprise financial management
environment
error
escalation
eSourcing Capability Model for Client Organizations (eSCM-CL)
eSourcing Capability Model for Service Providers (eSCM-SP)
estimation
event
event management
exception report
excitement attribute
excitement factor
expanded incident lifecycle
external customer
external metric
external service provider
facilities management
failure
fast recovery
fault
fault tolerance
fault tree analysis (FTA)
financial management
financial management for IT services
financial year
first-line support
fishbone diagram
fit for purpose
fit for use
fixed asset
fixed asset management
fixed cost
fixed facility
follow the sun
fulfilment
function
functional escalation
gap analysis
governance
gradual recovery
guideline
hierarchic escalation
high availability
hot standby
identity
immediate recovery
impact
incident
incident management
incident record
indirect cost
information security management (ISM)
information security management system (ISMS)
information security policy
information system
information technology (IT)
infrastructure service
insourcing
integrity
interactive voice response (IVR)
intermediate recovery
internal customer
internal metric
internal rate of return (IRR)
internal service provider
International Organization for Standardization (ISO)
International Standards Organization
internet service provider (ISP)
invocation
Ishikawa diagram
ISO 9000
ISO 9001
ISO/IEC 20000
ISO/IEC 27001
ISO/IEC 27002
IT accounting
IT infrastructure
IT operations
IT operations control
IT operations management
IT service
IT service continuity management (ITSCM)
IT service continuity plan
IT service management (ITSM)
IT Service Management Forum (itSMF)
IT service provider
IT steering group (ISG)
ITIL®
job description
job scheduling
Kano model
Kepner and Tregoe analysis
key performance indicator (KPI)
knowledge base
knowledge management
known error
known error database (KEDB)
known error record
lifecycle
line of service (LOS)
live
live environment
maintainability
major incident
manageability
management information
management information system (MIS)
Management of Risk (M_o_R®)
management system
manual workaround
marginal cost
market space
maturity
maturity level
mean time between failures (MTBF)
mean time between service incidents (MTBSI)
mean time to repair (MTTR)
mean time to restore service (MTRS)
metric
middleware
mission
model
modelling
monitor control loop
monitoring
near-shore
net present value (NPV)
normal change
normal service operation
notional charging
objective
off the shelf
Office of Government Commerce (OGC)
offshore
onshore
operate
operation
operational
operational cost
operational expenditure (OPEX)
operational level agreement (OLA)
operations bridge
operations control
operations management
opportunity cost
optimize
organization
outcome
outsourcing
overhead
pain value analysis
Pareto principle
partnership
passive monitoring
pattern of business activity (PBA)
percentage utilization
performance
performance management
pilot
plan
Plan-Do-Check-Act (PDCA)
planned downtime
planning
policy
portable facility
post-implementation review (PIR)
practice
prerequisite for success (PFS)
PRINCE2®
priority
proactive monitoring
proactive problem management
problem
problem management
problem record
procedure
process
process control
process manager
process owner
production environment
profit centre
pro-forma
programme
project
project charter
Project Management Body of Knowledge (PMBOK)
Project Management Institute (PMI)
project management office (PMO)
project portfolio
projected service outage (PSO)
PRojects IN Controlled Environments (PRINCE2)
qualification
quality
quality assurance (QA)
quality management system (QMS)
quick win
RACI
reactive monitoring
real charging
reciprocal arrangement
record
recovery
recovery option
recovery point objective (RPO)
recovery time objective (RTO)
redundancy
relationship
relationship processes
release
release and deployment management
release identification
release management
release package
release record
release unit
release window
reliability
remediation
repair
request for change (RFC)
request fulfilment
request model
requirement
resilience
resolution
resolution processes
resource
response time
responsiveness
restoration of service
restore
retire
return on assets (ROA)
return on investment (ROI)
return to normal
review
rights
risk
risk assessment
risk management
role
root cause
root cause analysis (RCA)
running costs
Sarbanes-Oxley (SOX)
scalability
scope
second-line support
security
security management
security management information system (SMIS)
security policy
separation of concerns (SoC)
server
service
service acceptance criteria (SAC)
service analytics
service asset
service asset and configuration management (SACM)
service capacity management (SCM)
service catalogue
service catalogue management
service change
service charter
service continuity management
service contract
service culture
service design
service design package (SDP)
service desk
service failure analysis (SFA)
service hours
service improvement plan (SIP)
service knowledge management system (SKMS)
service level
service level agreement (SLA)
service level management (SLM)
service level package (SLP)
service level requirement (SLR)
service level target
service lifecycle
service maintenance objective (SMO)
service management
service management lifecycle
service manager
service model
service operation
service option
service owner
service package
service pipeline
service portfolio
service portfolio management (SPM)
service potential
service provider
service provider interface (SPI)
service reporting
service request
service sourcing
service strategy
service transition
service validation and testing
service valuation
serviceability
seven-step improvement process
shared service unit
shift
simulation modelling
single point of contact
single point of failure (SPOF)
SLAM chart
SMART
snapshot
software asset management (SAM)
source
specification
stakeholder
standard
standard change
standard operating procedures (SOP)
standby
statement of requirements (SOR)
status
status accounting
storage management
strategic
strategic asset
strategy
strategy management for IT services
super user
supplier
supplier and contract management information system (SCMIS)
supplier management
supply chain
support group
support hours
supporting service
SWOT analysis
system
system management
tactical
technical management
technical observation (TO)
technical support
tension metrics
terms of reference (TOR)
test
test environment
third party
third-line support
threat
threshold
throughput
total cost of ownership (TCO)
total cost of utilization (TCU)
total quality management (TQM)
transaction
transfer cost
transition
transition planning and support
trend analysis
tuning
Type I service provider
Type II service provider
Type III service provider
underpinning contract (UC)
unit cost
urgency
usability
use case
user
user profile (UP)
utility
validation
value chain
value for money
value network
value on investment (VOI)
variable cost
variance
verification
verification and audit
version
vision
vital business function (VBF)
vulnerability
warm standby
warranty
work in progress (WIP)
work instruction
work order
workaround
workload

Leave a Reply