Term
| configuration management database (CMDB) |
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Definition
| A database used to store configuration records throughout their lifecycle. The CMDB also maintains the relationships between configuration records. |
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Term
| configuration management system (CMS) |
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Definition
| A set of tools, data, and information that is used to support service configuration management. |
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Term
| critical success factor (CSF) |
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Definition
| A necessary precondition for the achievement of intended results. |
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Term
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Definition
| The sum of functional and emotional interactions with a service and service provider as perceived by a customer. |
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Term
| key performance indicator (KPI) |
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Definition
| An important metric used to evaluate the success in meeting an objective. |
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Term
| mean time between failures (MTBF) |
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Definition
| A metric of how frequently a service or other configuration item fails. |
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Term
| mean time to restore service (MTRS) |
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Definition
| A metric of how quickly a service is restored after a failure. |
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Term
| minimum viable product (MVP) |
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Definition
| A product with just enough features to satisfy early customers, and to provide feedback for future product development. |
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Term
| post-implementation review (PIR) |
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Definition
| A review after the implementation of a change, to evaluate success and identify opportunities for improvement. |
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Term
| recovery point objective (RPO) |
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Definition
| The point to which information used by an activity must be restored to enable the activity to operate on resumption. |
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Term
| recovery time objective (RTO) |
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Definition
| The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization. |
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Term
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Definition
| A description of a proposed change used to initiate change enablement. |
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Term
| service level agreement (SLA) |
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Definition
| A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. |
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Term
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Definition
| Best-practice guidance for IT service management. |
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Term
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Definition
| A short but complete description of the overall purpose and intentions of an organization. |
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