Term
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Definition
- Responsible. The doer. Responsibility can be shared.
- Accountable. The buck stops here. One person or body (a board, etc) is accountable.
- Consulted. In the loop. Roles included that have particular expertise. Two-way communication.
- Informed. Keep in the picture. Roles that are effected by a decision/activity and need to be kept up to date. One-way communication. |
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Term
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Definition
Incidents are symptoms of a problem.
Incidents do not become problems. |
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Term
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Definition
| A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. |
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Term
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Definition
| The result of carrying out an activity, following a process, or delivering an IT service. The term is often used to refer to intended results, as well as actual results. |
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Term
| (1-10) Customer-facing Services |
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Definition
| IT services that ar evisible to the customer. These are normally services that support the customer's business processes and facilitate one or more outcomes desired by the customer. |
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Term
| (1-10) Supporting Services |
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Definition
| IT services that support or underpin the customer-facing services. These are typically invisible to the customer but are essential to the delivery of the customer-facing services. |
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Term
| (1-11) The Value of a Service |
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Definition
UTILITY (Performance Supported or Constraints Removed) = Fit for Purpose? AND
WARRANTY (Available enough? Capacity enough? Continuous enough? Secure enough?) = Fit for use?
Utility + Warranty = Value created |
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Term
| (1-13) Service Management |
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Definition
| A set of specialized organizational capabilities for providing value to customers in the form of services. The more mature a service provider's capabilities are, the greater its ability to consistently produce quality services that meet the needs of the customer in a timely and cost-effective manner. |
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Term
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Definition
| IT Service Management - The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and information technology. |
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Term
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Definition
| An organization supplying services to one more internal and external customers |
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Term
| (1-15) IT service provider |
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Definition
| A service provider that provides IT services it internal or external customers. |
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Term
| 1-16) Internal Service Provider |
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Definition
| An internal service provider that is embedded within a business unit. There may be several type I service providers within an organization. For example, a large call center environment with a small IT organization focuses on the specific contact center services that support that department. |
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Term
| (1-17) Shared Services Unit |
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Definition
| An internal service provider that provides shared IT services to more than one business unit. For example, a shared Services IT organization supports common applications such as email and voice to all departments within the business. |
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Term
| (1-18) External service provider |
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Definition
| A service provider that provides IT services to external customers. For example, an ISP or wireless services company selling to a number of businesses. |
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Term
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Definition
| Those who buy goods or services. The customer of an IT service provider is the person or group who defines and agrees on the service level targets. This term is also sometimes used informally to mean user. For example, "This is a customer-focused organization." |
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Term
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Definition
| Any resource or capability. Resources are tangible and direct inputs for production. Capabilities are intangible and represent an organization's ability to coordinate, control, and deploy resources to produce value. |
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Term
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Definition
| A generic term that includes IT infrastructure, people, money, or anything else that might help deliver an IT service. Tangible assets. |
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Term
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Definition
| The ability of an organization, person, process, application, IT service, or other configuration item to carry out an activity. Capabilities are the intangible assets of an organizations and include management, organization, processes, knowledge, and people (skills/experiences). |
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Term
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Definition
| Any resource or capability used by a customer to achieve a business outcome |
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Term
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Definition
| Any resource or capability used by a service provider to deliver services to a customer. |
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Term
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Definition
| A structured set of activities designed to accomplish a specific objective. A process takes one or more inputs and turns them into defined outputs. May include roles, responsibilities, tools, needed to reliably deliver. May define policies, standards, work instructions, etc., as needed. |
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Term
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Definition
| A set of responsibilities, activities, and authorities assigned to a person or team. A role is defined in a process or function. One person or team may have multiple roles; for example, the roles of configuration manager and change manager may be carried out by a single person. Roles are not the same as a job description. One person may hold multiple roles. |
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Term
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Definition
| The person who is held accountable for ensuring that a process is fit for purpose. The process owner's responsibilities include sponsorship, design, change management, and continual improvement of the process and its metrics. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations. |
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Term
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Definition
| A role responsible for the operation management of a process. The process manager's responsibilities include planning and coordination of activities required to carry out, monitor, and report on a process. |
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Term
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Definition
| The role that is accountable and responsible for continual service improvement within the organization. The scope of this role includes improvements to processes, and this role works with process owners and process managers to identify opportunities for improvement. |
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Term
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Definition
| A role responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio. |
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Term
| (1-38) Service Strategy processes |
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Definition
Strategy mgmt for IT services
Service portfolio mgmt
Financial mgmt for IT services
Demand mgmt
Business relationship mgmt |
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Term
| (1-38) Service Design processes |
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Definition
Design coordination
Service catalog mgmt
Service level mgmt
Availability mgmt
Capacity mgmt
IT service continuity mgmt
Information security mgmt
Supplier mgmt |
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Term
| (1-38) Service Transition processes |
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Definition
Transition planning and support
Change mgmt
Service asset and configuration mgmt
Release and deployment mgmt
Service validation and testing
Change evaluation
Knowledge mgmt |
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Term
| (1-39) Service Operation processes |
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Definition
Event mgmt
Incident mgmt
Request fulfillment
Problem mgmt
Access mgmt |
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Term
| (1-39) Continual Service Improvement processes |
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Definition
| Seven-step improvement process |
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Term
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Definition
| A change of state that has significance for the management of an IT service or other CI (configuration item). Events can require IT operations personnel to take action and often result in events being logged. |
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Term
| (5-14) Event Mgmt Process purpose |
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Definition
| Ensure the service provider has the ability to manage events through their lifecycle. Event detection, correlation, and response in a proactive and planned manner. |
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Term
| (5-15) Event Mgmt Project objectives |
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Definition
- Detect changes of state
Determine appropriate control action
- Provide the trigger for the execution of many service operation processes nad ops mgmt activities
- Means to compare actual performance against SLAs
- Basis for reporting and improvement |
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Term
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Definition
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Term
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Definition
| A notification that a threshold has been reached, something changed, or a failure has occurred. Alerts are often created and managed by the Event Management Process |
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Term
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Definition
| An unplanned interruption to an IT service or a reduction in the quality of an IT service or a failure of a CI that has no yet impacted an IT service (for exmaple, failure of one disk from a mirrored set). Event that HAS or MAY cause an unplanned interruption/degradation of service. |
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Term
| (5-19) Normal service operation |
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Definition
| The operational state where services and CIs are performing within their agreed service and operational levels. |
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Term
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Definition
| A way of predefining the steps that should be taken to handle a particular type of incident in an agreed way. |
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Term
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Definition
| The highest category of impact for an incident. A major incident results in significant disruption to the business. |
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Term
| (5-25) Major Incident procedure |
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Definition
| A separate procedure, with shorter timescales and greater urgency, which must be used for major incidents. |
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Term
| (5-27) Incident prioritization |
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Definition
| Priority = Impact and Urgency |
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Term
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Definition
| A problem that has a documented root cause and a workaround. Known errors are created and managed by problem management. Known errors may also be identified by development teams or suppliers |
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Term
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Definition
| A means of reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available. Workaround are documented in known error records. Workaround for incidents that do not have associated problem records are documented in the incident record. |
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Term
| (5-29) Functional escalation |
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Definition
| Transferring an incident, problem, or change to a technical team with a higher level of expertise to assist in an escalation |
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Term
| (5-29) Hierarchic Escalation |
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Definition
| Informing or involving more senior levels of management to assist with an escalation |
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Term
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Definition
| A request from a user for information or advice, or for a standard change or access to an IT service ( for example a password reset or new user). Service requests are usually handled by a service desk and do not require an RFC to be submitted. |
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Term
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Definition
| A security principle that requires that data and systems should only be accessed by authorized people. |
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Term
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Definition
| A security principle that ensures data and configuration items are modified only by authorized personnel and activities. Integrity considers all possible causes of modification, including software and hardware failure, environmental events, and human intervention. |
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Term
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Definition
| Ability of an IT service or CI to perform its agreed function when required. In the context of security, availability of data and intellectual property is preserved when service and data are protected from unauthorized access, modification, or destruction. |
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Term
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Definition
| Predefined steps to handle known types of incidents in an agreed way |
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Term
| (5-22) Timescales (for Incidents) |
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Definition
- Must be agreed for all incident handling stages
- Will differ based on incident priority
- Must be based on SLAs
- Captured in OLAs and UCs as appropriate
- Communicated to all support groups
- Service mgmt tools should automate timescales |
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Term
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Definition
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Term
| (5-46) Request Fulfillement Process |
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Definition
| Manage the lifecycle of requests from users. |
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Term
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Definition
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Term
| (6-3) What is the 7-step CSI process? |
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Definition
Define and manage steps needed to:
- Identify the strategy for improvement
- Define what you will measure
- Gather the data
- Process the data
- Analyze the information and data
- Present and use the information
- Implement improvement |
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Term
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Definition
| The result of carrying out an activity, following a process, or delivering an IT service, etc. The term is used to refer to intended results, as well as to actual results. |
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Term
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Definition
| A service that delivers the basic outcomes desired by one or more customers. A core service provides a specific level of utility and warranty. Customers may be offered a choice of utility and warranty through one or more service options. |
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Term
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Definition
| A service that is needed in order to deliver a core service. Enabling services may or may not be visible to the customer, but they are not offered directly to the customer. |
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Term
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Definition
| A service that is added to a core service to make it more attractive to the customer. Not essential, but encourange customers to use core services or differentiate the provider from competitors |
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Term
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Definition
| A possible event that could cause harm or loss, or affect the ability to achieve objectives. A risk is mreasued by the probability of a threat, the vulnerability of the asset to that threat, and the impact it would have if it occurred. Risk can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. |
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Term
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Definition
| Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified. |
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Term
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Definition
| Justification for a significatn item of expenditure. The business case includes information about costs, benefits, options, issues, risks, and possible problems. |
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Term
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Definition
| A database or structured document with information about all live IT services, including those available deployment. The service catalog is the only part of the service portfolio published to customers and is used to support the sale and delivery of IT services. The service catalog includes information about deliverables, prices, contact points, and ordering and request procedures. |
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Term
| (3-24) CMS (configuration mgmt system) |
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Definition
| A set of tools and databases that are used to manage an IT service provider's configuration data. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all configuration items and their relationships. The CMS is maintained by configuration management and is used by all IT service management processes. |
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Term
| (3-29) SLM (service level mgmt) |
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Definition
| The process responsible for negotiating service level agreements and ensuring that these are met. SLM is responsible for ensuring that all IT service mgmt processes, OLAs (operational level agreements), and UCs (underpinning contracts) are appropriate for the agreed service level targets. SLM monitors and reports on service levels and holds regular customer reviews. |
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Term
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Definition
| Service Level Requirement: a customer requirement for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets. |
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Term
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Definition
| Service Level Target: a commitment that is documented in an SLA. Service level targets are needed to ensure that the service is able to meet business objectives. SLRs should follow the guidline SMART (specific, measurable, achievable, relevant, and time-bound) and are usually aligned with KPIs (key performance indicators) |
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Term
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Definition
| Key performance indicator |
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Term
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Definition
| Service level agreement: An agreement between the IT service provider and a customer describing the service, service level targets, and specification of customer and service provider responsibilities. A single agreement may cover multiple services and/or multiple customers. |
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Term
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Definition
| Operational level agreement: An agreement between an IT service provider and another part of the same org. This agreement supports the delivery of services to customers and defines the good or services to be provided and the responsibilities of both parties. |
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Term
| (3-34) Contract (or underpinning contract) |
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Definition
| A legally binding agreement between an IT service provider and a third party. The third party providers goods or services that support the delivery of services to customers. |
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Term
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Definition
| Supplier and contract management information system |
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Term
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Definition
| Underpinning contracts. The supplier mgmt process defines, negotiates, agrees, and manages underpinning contracts established between the service provider and external third parties. UCs are defined and managed to support agreed SLAs with the business. |
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Term
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Definition
| Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance, and security. Usually calculated as a percentage. Best Practice: calculate availability of a service using measurements of business output |
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Term
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Definition
| Configuration item: Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration mgmt system and is maintained throughout its lifecycle by service asset and configuration mgmt. CIs are under the control of Change Mgmt. They typically include IT services, hardware, software, people, buildings, and formal documentation (such as SLAs). |
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Term
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Definition
| A measure of how long an IT service or other CI can perform its agreed function without interruption. Usually measured a MTBF (mean time between failures) and MTBSI (mean time between service incidents) |
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Term
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Definition
| A measure of how quickly and effectively an IT service or other CI can be restored to normal working after a failure |
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Term
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Definition
| The ability of a third-party supplier to meet the terms of its contract. This contract will include agreed levels of availability, reliability, and or maintainability for supporting a service or component. |
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Term
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Definition
| Vital Business Function: Part of a business process that is critical to the success of the buisness. Vital business functions are an important consideration of business continuity mgmt, IT service continuity mgmt, and availability mgmt. |
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Term
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Definition
| Pattern of business activity: A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. |
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Term
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Definition
| Business impact analysis: an activity in business continuity mgmt that defintes vital business functions and their dependencies. These may include suppliers, people, other business processes, IT services, etc. Defines the recovery requirements for IT services. |
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Term
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Definition
| Service Provider Interface |
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Term
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Definition
| Service Knowledge Mgmt System |
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Term
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Definition
| Configuration Mgmt System |
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Term
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Definition
| The addition, modification, or removal of anything that could have an effect on IT services. the scope should include all IT services, configuration items, processes, documentation, and so forth. |
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Term
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Definition
| Change Advisory Board: A group of people that advises the change manager in the assessment, prioritization, and scheduling of changes. This board is usually made up of representatives from all areas within the IT service provider, the business, and third parties such as suppliers. |
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Term
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Definition
| Emergency Change Advisory Board: A subset of the change advisory board who makes decisions about high-impact emergency changes. Membership of the ECAB may be decided at the time a meeting is called and depends on the nature of the emergency change. |
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Term
| (4-27) Remediation planning |
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Definition
| Actions taken recover after a failed change or release. Remediation may include back-out, invocation of service continuity plans, or other actions designed to enable the business process to continue. |
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Term
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Definition
Knowledge mgmt follows the DIKW (data, information, knowledge, and wisdom) structure.
- Information: Who, what, when, where?
- Knowledge: How?
- Wisdom: Why? |
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Term
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Definition
| Service Asset and Configuration Mgmt: ensure that the assets required to deliver services are properly controlled and accurate/reliable info about them is available when/where needed. |
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Term
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Definition
| Definitive Media Library: a secure storage place for all media CIs. This includes definitive copies of purchased software, developed software, licenses, control documentation. Can be physical and/or electronic media. |
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Term
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Definition
| An underlying cause of one or more incidents. The cause is usually not known at the time the problem record is created, and the problem management process is responsible for further investigation. |
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Term
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Definition
| Single Point of Contact for all users and the Service Provider. Usually Service Desk. |
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Term
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Definition
| ...is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes. |
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Term
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Definition
| This role is assigned the single point of accountability that is ultimately responsible fore the success of all improvement activities. This role, combined with competence and authority, increases the changes of a successful improvement program. |
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Term
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Definition
A snapshot that is used as a reference point for later comparison. Baselines must be established at multiple levels:
Strategic: Goals and Objectives
Tactical: Process maturity
Operational: Including operational metrics and KPIs |
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Term
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Definition
| A description of what the org intends to become in the future. A vision is created by senior mgmt and is used to help influence culture and strategic planning |
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Term
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Definition
| A short but complete description of the overall purpose and intentions of an org. It states what is to be achieved, but not how this should be done. |
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Term
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Definition
| Critical Success Factor - Something that must happen if IT services, processes, plans, projects, or other activities are to succeed. |
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