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This glossary:• Issubjecttotermsandconditionsagreedtoby
ITIL –FormalagreementthatanITservice,process,planorotherdeliverableiscomplete,accurate,reliableandmeetsitsspecifiedrequirements.Acceptanceisusuallyprecededbychangeevaluationortestingandisoftenrequiredbeforeproceedingtothenextstageofaprojectorprocess.Forexample,thetermserviceacceptancecriteriainITIL Service Transitionisdefinedas‘asetofcriteriausedtoensurethatanITservicemeetsitsfunctionalityandqualityrequirementsandthattheITserviceproviderisreadytooperatethenewITservicewhenithasbeendeployed’.
Reproduction of this material requires the permission of AXELOS Limited.Best Management PracticeTM is a trade mark of AXELOS Limited
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Term Definition
agreement Adocumentthatdescribesaformalunderstandingbetweentwoormoreparties.Anagreementisnotlegallybinding,unlessitformspartofacontract.See also operationallevelagreement;servicelevelagreement.
analytical modelling AtechniquethatusesmathematicalmodelstopredictthebehaviourofITservicesorotherconfigurationitems.Analyticalmodelsarecommonlyusedincapacitymanagementandavailabilitymanagement.See also modelling;simulationmodelling.
application SoftwarethatprovidesfunctionswhicharerequiredbyanITservice.EachapplicationmaybepartofmorethanoneITservice.Anapplicationrunsononeormoreserversorclients.See also applicationmanagement;applicationportfolio.
application service provider (ASP) AnexternalserviceproviderthatprovidesITservicesusingapplicationsrunningattheserviceprovider’spremises.Usersaccesstheapplicationsbynetworkconnectionstotheserviceprovider.
as-is state Thecurrentoperatingstructureandperformanceofthepartsofthebusinesswhichwillbeimpactedbyaprogramme.
assembly AconfigurationitemthatismadeupofanumberofotherCIs.Forexample,aserverCImaycontainCIsforCPUs,disks,memoryetc.;anITserviceCImaycontainmanyhardware,softwareandotherCIs.See also build;componentCI.
assessment Inspectionandanalysistocheckwhetherastandardorsetofguidelinesisbeingfollowed,thatrecordsareaccurate,orthatefficiencyandeffectivenesstargetsarebeingmet.See also audit.
asset Anyresourceorcapability.Theassetsofaserviceproviderincludeanythingthatcouldcontributetothedeliveryofaservice.Assetscanbeoneofthefollowingtypes:management,organization,process,knowledge,people,information,applications,infrastructureorfinancialcapital.See also customerasset;serviceasset;strategicasset.
asset management Agenericactivityorprocessresponsiblefortrackingandreportingthevalueandownershipofassetsthroughouttheirlifecycle.See also serviceassetandconfigurationmanagement;fixed-assetmanagement;softwareassetmanagement.
asset register Alistoffixedassetsthatincludestheirownershipandvalue.See also fixed-assetmanagement.
Reproduction of this material requires the permission of AXELOS Limited.Best Management PracticeTM is a trade mark of AXELOS Limited
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Term Definition
assurance Allthesystematicactionsnecessarytoprovideconfidencethatthetarget(system,process,organization,programme,project,outcome,benefit,capability,productoutput,deliverable)isappropriate.Appropriatenessmightbedefinedsubjectivelyorobjectivelyindifferentcircumstances.Theimplicationisthatassurancewillhavealevelofindependencefromthatwhichisbeingassured.See also projectassurance;qualityassurance.
ITIL –Apieceofinformationaboutaconfigurationitem.Examplesarename,location,versionnumberandcost.AttributesofCIsarerecordedinaconfigurationmanagementdatabase(CMDB)andmaintainedaspartofaconfigurationmanagementsystem(CMS).See also relationship;configurationmanagementsystem.
PPM –Acharacteristicorinherentfeature.
audit Formalinspectionandverificationtocheckwhetherastandardorsetofguidelinesisbeingfollowed,thatrecordsareaccurate,orthatefficiencyandeffectivenesstargetsarebeingmet.Anauditmaybecarriedoutbyinternalorexternalgroups.See also assessment;certification.
automatic call distribution (ACD) Useofinformationtechnologytodirectanincomingtelephonecalltothemostappropriatepersonintheshortestpossibletime.ACDissometimescalledautomatedcalldistribution.
basic function Theprimarypurposeofanoutput,theonefunctionthatneverchangesunlesstheproductorserviceitselfdoes.Ifitisnotsatisfied,theoutputisworthless.Forexample,thepurposeofabusstopistoprovideapointwherepeoplewaitingareeasilyvisibletothebusdriver,sotheycanhailthebus.Ifitdoesn’tmeetthisneed,itmightaswellnotbebuilt.
ITIL –Abaselinethatisusedtocomparerelateddatasetsaspartofabenchmarkingexercise.Forexample,arecentsnapshotofaprocesscanbecomparedtoapreviousbaselineofthatprocess,oracurrentbaselinecanbecomparedtoindustrydataorbestpractice.See also benchmarking;baseline.
benefits review plan Aplanthatdefineshowandwhenameasurementoftheachievementoftheproject’sbenefitscanbemade.Iftheprojectisbeingmanagedwithinaprogramme,thisinformationmaybecreatedandmaintainedattheprogrammelevel.
benefits tolerance Thepermissibledeviationintheexpectedbenefitthatisallowedbeforethedeviationneedstobeescalatedtothenextlevelofmanagement.Benefitstoleranceisdocumentedinthebusinesscase.See also tolerance.
Best Management Practice TheBestManagementPracticeportfolioisownedbytheCabinetOffice,partofHMGovernment.FormerlyownedbyCCTAandthenOGC,theBestManagementPracticefunctionsmovedtotheCabinetOfficeinJune2010.TheBestManagementPracticeportfolioincludesguidanceonITservicemanagementandproject,programme,risk,portfolioandvaluemanagement.Thereisalsoamanagementmaturitymodelaswellasrelatedglossariesofterms.
best practice Generic –Provenapproaches,activities,methodsorprocessesthatproducebetterresultsthanotherapproaches.
British Standards Institution (BSI) TheUKnationalstandardsbody,responsibleforcreatingandmaintainingBritishstandards.Seewww.bsi-global.comformoreinformation.See also InternationalOrganizationforStandardization.
budget Alistofallthemoneyanorganizationorbusinessunitplanstoreceive,andplanstopayout,overaspecifiedperiodoftime.See also budgeting;planning.
build TheactivityofassemblinganumberofconfigurationitemstocreatepartofanITservice.Thetermisalsousedtorefertoareleasethatisauthorizedfordistribution–forexample,serverbuildorlaptopbuild.See also configurationbaseline.
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Term Definition
business Anoverallcorporateentityororganizationformedofanumberofbusinessunits.InthecontextofITSM,thetermincludespublic-sectorandnot-for-profitorganizations,aswellascompanies.AnITserviceproviderprovidesITservicestoacustomerwithinabusiness.TheITserviceprovidermaybepartofthesamebusinessasitscustomer(internalserviceprovider)orpartofanotherbusiness(externalserviceprovider).
business as usual (BAU) Thewaythebusinessnormallyachievesitsobjectives.
business capacity management InthecontextofITSM,businesscapacitymanagementisthesub-processofcapacitymanagementresponsibleforunderstandingfuturebusinessrequirementsforuseinthecapacityplan.See also servicecapacitymanagement;componentcapacitymanagement.
business case Generic –Abusinesscasecapturesthereasoningforinitiatingaprojectortask.Itisoftenpresentedinawell-structuredwrittendocument,butmayalsosometimescomeintheformofashortverbalargumentorpresentation.Thelogicofthebusinesscaseisthat,wheneverresourcesoreffortareconsumed,theyshouldbeinsupportofaspecificbusinessneed.
ITIL –Justificationforasignificantitemofexpenditure.Thebusinesscaseincludesinformationaboutcosts,benefits,options,issues,risksandpossibleproblems.See also cost–benefitanalysis.
business case management Themannerinwhichaprogramme’srationale,objectives,benefitsandrisksarebalancedagainstthefinancialinvestment,andhowthisbalanceismaintained,adjustedandassessedduringtheprogramme.
business change authority Anindividualwhorepresentsagroupofbusinesschangemanagers,similartoaseniorbusinesschangemanager(BCM)orbusinesschangesponsor.
business change lifecycle Agenericnameusedtorepresentanyorganizationalprocessorframeworkwhichhelpstoguidethedeliveryofprogrammesandprojectsusingacollectionofrepeatableprocessesanddecisionpoints.
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Term Definition
business change manager (BCM) Theroleresponsibleforbenefitsmanagement,fromidentificationthroughtorealization,andforensuringthattheimplementationandembeddingofthenewcapabilitiesaredeliveredbytheprojects.Typicallyallocatedtomorethanoneindividualandalsoknownas‘changeagent’.
business change team Agroupofspecialistsappointedtosupportabusinesschangemanagerinthebusinesschangemanagementaspectsofbenefitsrealization.
business continuity management ITIL –Thebusinessprocessresponsibleformanagingrisksthatcouldseriouslyaffectthebusiness.Businesscontinuitymanagementsafeguardstheinterestsofkeystakeholders,reputation,brandandvalue-creatingactivities.Theprocessinvolvesreducingriskstoanacceptablelevelandplanningfortherecoveryofbusinessprocessesshouldadisruptiontothebusinessoccur.Businesscontinuitymanagementsetstheobjectives,scopeandrequirementsforITservicecontinuitymanagement.
business continuity plan (BCP) Generic –Planningwhichidentifiestheorganization’sexposuretointernalandexternalthreatsandsynthesizeshardandsoftassetstoprovideeffectivepreventionandrecoveryfortheorganization,whilstmaintainingcompetitiveadvantageandvalue-systemintegrity.
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Term Definition
business customer Arecipientofaproductoraservicefromthebusiness.Forexample,ifthebusinessisacarmanufacturer,thenthebusinesscustomerissomeonewhobuysacar.
business impact analysis (BIA) Businessimpactanalysisistheactivityinbusinesscontinuitymanagementthatidentifiesvitalbusinessfunctionsandtheirdependencies.Thesedependenciesmayincludesuppliers,people,otherbusinessprocesses,ITservicesetc.BusinessimpactanalysisdefinestherecoveryrequirementsforITservices.Theserequirementsincluderecoverytimeobjectives,recoverypointobjectivesandminimumserviceleveltargetsforeachITservice.
business objective Theobjectiveofabusinessprocess,orofthebusinessasawhole.Businessobjectivessupportthebusinessvision,provideguidancefortheITstrategy,andareoftensupportedbyITservices.
business operations Theday-to-dayexecution,monitoringandmanagementofbusinessprocesses.
business perspective AnunderstandingoftheserviceproviderandITservicesfromthepointofviewofthebusiness,andanunderstandingofthebusinessfromthepointofviewoftheserviceprovider.
business process Aprocessthatisownedandcarriedoutbythebusiness.Abusinessprocesscontributestothedeliveryofaproductorservicetoabusinesscustomer.Forexample,aretailermayhaveapurchasingprocessthathelpstodeliverservicestoitsbusinesscustomers.ManybusinessprocessesrelyonITservices.
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Term Definition
business service Aservicethatisdeliveredtobusinesscustomersbybusinessunits.Forexample,deliveryoffinancialservicestocustomersofabank,orgoodstothecustomersofaretailstore.SuccessfuldeliveryofbusinessservicesoftendependsononeormoreITservices.AbusinessservicemayconsistalmostentirelyofanITservice–forexample,anonlinebankingserviceoranexternalwebsitewhereproductorderscanbeplacedbybusinesscustomers.See also customer-facingservice.
business service management Themanagementofbusinessservicesdeliveredtobusinesscustomers.Businessservicemanagementisperformedbybusinessunits.
business unit Generic –Alogicalelementorcomponentofacompany.
ITIL –Theabilityofanorganization,person,process,application,ITserviceorotherconfigurationitemtocarryoutanactivity.Capabilitiesareintangibleassetsofanorganization.See also resource.
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Term Definition
Capability Maturity Model Integration (CMMI)
AprocessimprovementapproachdevelopedbytheSoftwareEngineeringInstitute(SEI)ofCarnegieMellonUniversity,US.CMMIprovidesorganizationswiththeessentialelementsofeffectiveprocesses.Itcanbeusedtoguideprocessimprovementacrossaproject,adivisionoranentireorganization.CMMIhelpsintegratetraditionallyseparateorganizationalfunctions,setprocessimprovementgoalsandpriorities,provideguidanceforqualityprocesses,andprovideapointofreferenceforappraisingcurrentprocesses.Seewww.sei.cmu.edu/cmmiformoreinformation.See also maturity.
capacity management TheprocessresponsibleforensuringthatthecapacityofITservicesandtheITinfrastructureisabletomeetagreedcapacity-andperformance-relatedrequirementsinacost-effectiveandtimelymanner.CapacitymanagementconsidersallresourcesrequiredtodeliveranITservice,andisconcernedwithmeetingboththecurrentandfuturecapacityandperformanceneedsofthebusiness.Capacitymanagementincludesthreesub-processes:businesscapacitymanagement,servicecapacitymanagement,andcomponentcapacitymanagement.See also capacitymanagementinformationsystem.
capacity management information system (CMIS)
Asetoftools,dataandinformationthatisusedtosupportcapacitymanagement.See also serviceknowledgemanagementsystem.
capacity plan AplanusedtomanagetheresourcesrequiredtodeliverITservices.TheplancontainsdetailsofcurrentandhistoricusageofITservicesandcomponents,andanyissuesthatneedtobeaddressed(includingrelatedimprovementactivities).Theplanalsocontainsscenariosfordifferentpredictionsofbusinessdemandandcostedoptionstodelivertheagreedserviceleveltargets.
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Term Definition
capital cost Thecostofpurchasingsomethingthatwillbecomeafinancialasset–forexample,computerequipmentandbuildings.Thevalueoftheassetdepreciatesovermultipleaccountingperiods.See also operationalcost.
centre of excellence AcoordinatingfunctionforallorpartofP3RMensuringchangeisdeliveredconsistentlyandwell,throughstandardprocessesandcompetentstaff.Itmayprovidestandards,consistencyofmethodsandprocesses,knowledgemanagement,assuranceandtraining.Itmayalsoprovidestrategicoversight,scrutinyandchallengeacrossanorganization’sportfolioofprogrammesandprojects.ItmaybeafunctionwithinawiderscopeofP3OormaybetheonlyfunctionofaP3O.Thisfunctionprovidesafocalpointfordrivingtheimplementationofimprovementstoincreasetheorganization’scapabilityandcapacityinprogrammeandprojectdelivery.
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Term Definition
champion–challenger model Atechniquewherebyeveryoneisexpectedtocomplywiththedefinedportfolioprocesses(thecurrent‘champion’)butanyonecanrecommendachange(a‘challenger’).Onceadopted,the‘challenger’becomesthenew‘champion’process.Suchchallengersshouldbeencouragedasawayofensuringengagementacrosstheorganization,andthenumberofsubmissionsreceivedshouldbemonitoredonaregularbasis.
change control Theprocedurethatensuresthatallchangesthatmayaffecttheproject’sagreedobjectivesareidentified,assessedandeitherapproved,rejectedordeferred.
change model Arepeatablewayofdealingwithaparticularcategoryofchange.Achangemodeldefinesspecificagreedstepsthatwillbefollowedforachangeofthiscategory.Changemodelsmaybeverycomplexwithmanystepsthatrequireauthorization(e.g.majorsoftwarerelease)ormaybeverysimplewithnorequirementforauthorization(e.g.passwordreset).See also changeadvisoryboard;standardchange.
change record Arecordcontainingthedetailsofachange.Eachchangerecorddocumentsthelifecycleofasinglechange.Achangerecordiscreatedforeveryrequestforchangethatisreceived,eventhosethataresubsequentlyrejected.Changerecordsshouldreferencetheconfigurationitemsthatareaffectedbythechange.Changerecordsmaybestoredintheconfigurationmanagementsystem,orelsewhereintheserviceknowledgemanagementsystem.
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Term Definition
charging RequiringpaymentforITservices.ChargingforITservicesisoptional,andmanyorganizationschoosetotreattheirITserviceproviderasacostcentre.See also chargingprocess;chargingpolicy.
charging policy Apolicyspecifyingtheobjectiveofthechargingprocessandthewayinwhichchargeswillbecalculated.See also cost.
charging process Theprocessresponsiblefordecidinghowmuchcustomersshouldpay(pricing)andrecoveringmoneyfromthem(billing).ThisprocessisnotdescribedindetailwithinthecoreITILpublications.
charter Adocumentthatcontainsdetailsofanewservice,asignificantchangeorothersignificantproject.Chartersaretypicallyauthorizedbyserviceportfoliomanagementorbyaprojectmanagementoffice.Thetermcharterisalsousedtodescribetheactofauthorizingtheworkrequiredtocompletetheservicechangeorproject.See also changeproposal;servicecharter;projectportfolio.
chief information officer (CIO) Describestheroleinacommercialorganizationwiththehighestlevelofauthorityforthemanagementofinformationtechnologyforthebusiness.ThisrolewillgenerallyreporttotheCEObutmayalsoreporttotheCFOinsmallerorganizations.
CI type Acategorythatisusedtoclassifyconfigurationitems.TheCItypeidentifiestherequiredattributesandrelationshipsforaconfigurationrecord.CommonCItypesincludehardware,document,useretc.
code of practice Aguidelinepublishedbyapublicbodyorastandardsorganization,suchasISOorBSI.Manystandardsconsistofacodeofpracticeandaspecification.Thecodeofpracticedescribesrecommendedbestpractice.
cold standby Seegradualrecovery.
commercial off the shelf (COTS) Pre-existingapplicationsoftwareormiddlewarethatcanbepurchasedfromathirdparty.
communications plan Aplanofthecommunicationsactivitiesduringtheorganizationalactivity(strategic,programme,projectoroperational)thatwillbeestablishedandmaintained.Typicallycontainswhen,what,howandwithwhominformationflows.
Thesub-processofcapacitymanagementresponsibleforunderstandingthecapacity,utilizationandperformanceofconfigurationitems.Dataiscollected,recordedandanalysedforuseinthecapacityplan.See also businesscapacitymanagement;servicecapacitymanagement.
component CI Aconfigurationitemthatispartofanassembly–forexample,aCPUormemoryCImaybepartofaserverCI.
Computertelephonyintegrationisageneraltermcoveringanykindofintegrationbetweencomputersandtelephonesystems.Itismostcommonlyusedtorefertosystemswhereanapplicationdisplaysdetailedscreensrelatingtoincomingoroutgoingtelephonecalls.See also automaticcalldistribution;interactivevoiceresponse.
configuration control Theactivityresponsibleforensuringthatadding,modifyingorremovingaconfigurationitemisproperlymanaged–forexample,bysubmittingarequestforchangeorservicerequest.
ITIL –Asetoftools,dataandinformationthatisusedtosupportserviceassetandconfigurationmanagement.TheCMSispartofanoverallserviceknowledgemanagementsystemandincludestoolsforcollecting,storing,managing,updating,analysingandpresentingdataaboutallconfigurationitemsandtheirrelationships.TheCMSmayalsoincludeinformationaboutincidents,problems,knownerrors,changesandreleases.TheCMSismaintainedbyserviceassetandconfigurationmanagementandisusedbyallITservicemanagementprocesses.See also configurationmanagementdatabase.
configuration record Arecordcontainingthedetailsofaconfigurationitem.Eachconfigurationrecorddocumentsthelifecycleofasingleconfigurationitem.Configurationrecordsarestoredinaconfigurationmanagementdatabaseandmaintainedaspartofaconfigurationmanagementsystem.
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Term Definition
continual service improvement (CSI)
Astageinthelifecycleofaservice.ContinualserviceimprovementensuresthatservicesarealignedwithchangingbusinessneedsbyidentifyingandimplementingimprovementstoITservicesthatsupportbusinessprocesses.TheperformanceoftheITserviceprovideriscontinuallymeasuredandimprovementsaremadetoprocesses,ITservicesandITinfrastructureinordertoincreaseefficiency,effectivenessandcost-effectiveness.Continualserviceimprovementincludestheseven-stepimprovementprocess.Althoughthisprocessisassociatedwithcontinualserviceimprovement,mostprocesseshaveactivitiesthattakeplaceacrossmultiplestagesoftheservicelifecycle.See also Plan-Do-Check-Act.
control Ameansofmanagingarisk,ensuringthatabusinessobjectiveisachievedorthataprocessisfollowed.Examplesofcontrolincludepolicies,procedures,roles,RAID,doorlocksetc.Acontrolissometimescalledacountermeasureorsafeguard.Controlalsomeanstomanagetheutilizationorbehaviourofaconfigurationitem,systemorITservice.
Control OBjectives for Information and related Technology (COBIT)
control perspective AnapproachtothemanagementofITservices,processes,functions,assetsetc.TherecanbeseveraldifferentcontrolperspectivesonthesameITservice,processetc.,allowingdifferentindividualsorteamstofocusonwhatisimportantandrelevanttotheirspecificrole.ExamplesofcontrolperspectiveincludereactiveandproactivemanagementwithinIToperations,oralifecycleviewforanapplicationprojectteam.
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Term Definition
control processes TheISO/IEC20000processgroupthatincludeschangemanagementandconfigurationmanagement.
core service Aservicethatdeliversthebasicoutcomesdesiredbyoneormorecustomers.Acoreserviceprovidesaspecificlevelofutilityandwarranty.Customersmaybeofferedachoiceofutilityandwarrantythroughoneormoreserviceoptions.See also enablingservice;enhancingservice;ITservice;servicepackage.
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27
Term Definition
cost element Themiddlelevelofcategorytowhichcostsareassignedinbudgetingandaccounting.Thehighest-levelcategoryiscosttype.Forexample,acosttypeof‘people’couldhavecostelementsofpayroll,staffbenefits,expenses,training,overtimeetc.Costelementscanbefurtherbrokendowntogivecostunits.Forexample,thecostelement‘expenses’couldincludecostunitsofhotels,transport,mealsetc.
cost model Aframeworkusedinbudgetingandaccountinginwhichallknowncostscanberecorded,categorizedandallocatedtospecificcustomers,businessunitsorprojects.See also costtype;costelement;costunit.
cost tolerance Thepermissibledeviationinaplan’scostthatisallowedbeforethedeviationneedstobeescalatedtothenextlevelofmanagement.Costtoleranceisdocumentedintherespectiveplan.See also tolerance.
cost type Thehighest-levelcategorytowhichcostsareassignedinbudgetingandaccounting–forexample,hardware,software,people,accommodation,externalandtransfer.See also costelement;costunit.
cost unit Thelowest-levelcategorytowhichcostsareassigned,costunitsareusuallythingsthatcanbeeasilycounted(e.g.staffnumbers,softwarelicences)orthingseasilymeasured(e.g.CPUusage,electricityconsumed).Costunitsareincludedwithincostelements.Forexample,acostelementof‘expenses’couldincludecostunitsofhotels,transport,mealsetc.See also costtype.
cost–benefit analysis Anactivitythatanalysesandcomparesthecostsandthebenefitsinvolvedinoneormorealternativecoursesofaction.See also businesscase;internalrateofreturn;netpresentvalue;returnoninvestment;valueoninvestment.
cost-effectiveness Ameasureofthebalancebetweentheeffectivenessandcostofaservice,processoractivity.Acost-effectiveprocessisonethatachievesitsobjectivesatminimumcost.See also keyperformanceindicator;returnoninvestment;valueformoney.
customer agreement portfolio AdatabaseorstructureddocumentusedtomanageservicecontractsoragreementsbetweenanITserviceprovideranditscustomers.EachITservicedeliveredtoacustomershouldhaveacontractorotheragreementthatislistedinthecustomeragreementportfolio.See also customer-facingservice;servicecatalogue;serviceportfolio.
customer asset Anyresourceorcapabilityofacustomer.See also asset.
customer portfolio AdatabaseorstructureddocumentusedtorecordallcustomersoftheITserviceprovider.Thecustomerportfolioisthebusinessrelationshipmanager’sviewofthecustomerswhoreceiveservicesfromtheITserviceprovider.See also customeragreementportfolio;servicecatalogue;serviceportfolio.
customer-facing service AnITservicethatisvisibletothecustomer.Thesearenormallyservicesthatsupportthecustomer’sbusinessprocessesandfacilitateoneormoreoutcomesdesiredbythecustomer.Alllivecustomer-facingservices,includingthoseavailablefordeployment,arerecordedintheservicecataloguealongwithcustomer-visibleinformationaboutdeliverables,prices,contactpoints,orderingandrequestprocesses.OtherinformationsuchasrelationshipstosupportingservicesandotherCIswillalsoberecordedforinternalusebytheITserviceprovider.
PPM –Atechniquetorepresentvastamountsofdecision-supportinformationatanamalgamatedlevelusingtabularandgraphicrepresentationsuchasgraphsandtrafficlights.See also managementdashboard.
definitive media library (DML) Oneormorelocationsinwhichthedefinitiveandauthorizedversionsofallsoftwareconfigurationitemsaresecurelystored.Thedefinitivemedialibrarymayalsocontainassociatedconfigurationitemssuchaslicencesanddocumentation.Itisasinglelogicalstorageareaeveniftherearemultiplelocations.Thedefinitivemedialibraryiscontrolledbyserviceassetandconfigurationmanagementandisrecordedintheconfigurationmanagementsystem.
development TheprocessresponsibleforcreatingormodifyinganITserviceorapplicationreadyforsubsequentreleaseanddeployment.Developmentisalsousedtomeantheroleorfunctionthatcarriesoutdevelopmentwork.ThisprocessisnotdescribedindetailwithinthecoreITILpublications.
development environment AnenvironmentusedtocreateormodifyITservicesorapplications.Developmentenvironmentsarenottypicallysubjectedtothesamedegreeofcontrolastestorliveenvironments.See also development.
development pipeline Theinitiativesunderdevelopment,conceptandfeasibilitytesting,priortoformalinclusionintheportfolioas‘live’programmesandprojects.
direct cost ThecostofprovidinganITservicewhichcanbeallocatedinfulltoaspecificcustomer,costcentre,projectetc.–forexample,thecostofprovidingnon-sharedserversorsoftwarelicences.See also indirectcost.
directory service AnapplicationthatmanagesinformationaboutITinfrastructureavailableonanetwork,andcorrespondinguseraccessrights.
document Informationinreadableform.Adocumentmaybepaperorelectronic–forexample,apolicystatement,servicelevelagreement,incidentrecordordiagramofacomputer-roomlayout.See also record.
early life support (ELS) Astageintheservicelifecyclethatoccursattheendofdeploymentandbeforetheserviceisfullyacceptedintooperation.Duringearlylifesupport,theserviceproviderreviewskeyperformanceindicators,servicelevelsandmonitoringthresholdsandmayimplementimprovementstoensurethatservicetargetscanbemet.Theserviceprovidermayalsoprovideadditionalresourcesforincidentandproblemmanagementduringthistime.
early warning indicator (EWI) Aleadingindicatorforanorganizationalobjectivemeasuredultimatelybyakeyperformanceindicator(KPI).
earned value analysis Amethodformeasuringprojectperformance.Itindicateshowmuchofthebudgetshouldhavebeenspentinviewoftheamountofworkdonesofarandthetask.
economies of scale ThereductioninaveragecostthatispossiblefromincreasingtheusageofanITserviceorasset.See also economiesofscope.
economies of scope ThereductionincostthatisallocatedtoanITservicebyusinganexistingassetforanadditionalpurpose–forexample,deliveringanewITservicefromanexistingITinfrastructure.See also economiesofscale.
effectiveness Ameasureofwhethertheobjectivesofaprocess,serviceoractivityhavebeenachieved.Aneffectiveprocessoractivityisonethatachievesitsagreedobjectives.See also keyperformanceindicator.
efficiency Ameasureofwhethertherightamountofresourcehasbeenusedtodeliveraprocess,serviceoractivity.Anefficientprocessachievesitsobjectiveswiththeminimumamountoftime,money,peopleorotherresources.See also keyperformanceindicator.
emergency change Achangethatmustbeintroducedassoonaspossible–forexample,toresolveamajorincidentorimplementasecuritypatch.Thechangemanagementprocesswillnormallyhaveaspecificprocedureforhandlingemergencychanges.See also emergencychangeadvisoryboard.
enabling service Aservicethatisneededinordertodeliveracoreservice.Enablingservicesmayormaynotbevisibletothecustomer,buttheyarenotofferedtocustomersintheirownright.See also enhancingservice.
end goal Theultimateobjectiveofaprogramme–thesameasthe‘to-bestate’or‘futurestate’.
end project report Areportgivenbytheprojectmanagertotheprojectboardthatconfirmsthehandoverofallproductsandprovidesanupdatedbusinesscaseandanassessmentofhowwelltheprojecthasperformedagainstitsprojectinitiationdocumentation.
end stage assessment Thereviewbytheprojectboardandprojectmanageroftheendstagereporttodecidewhethertoapprovethenextstageplan.Accordingtothesizeandcriticalityoftheproject,thereviewmaybeformalorinformal.Theauthoritytoproceedshouldbedocumentedasaformalrecord.
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Term Definition
end stage report Areportgivenbytheprojectmanagertotheprojectboardattheendofeachmanagementstageoftheproject.Thisprovidesinformationabouttheprojectperformanceduringthestageandtheprojectstatusatstageend.
end user Thepersonwhousesthefinaloutputofaprojectordeliveredservice.
enhancing service Aservicethatisaddedtoacoreservicetomakeitmoreattractivetothecustomer.Enhancingservicesarenotessentialtothedeliveryofacoreservicebutareusedtoencouragecustomerstousethecoreservicesortodifferentiatetheserviceproviderfromitscompetitors.See also enablingservice;excitementfactor.
enterprise financial management Thefunctionandprocessesresponsibleformanagingtheoverallorganization’sbudgeting,accountingandchargingrequirements.Enterprisefinancialmanagementissometimesreferredtoasthe‘corporate’financialdepartment.See also financialmanagementforITservices.
eSourcing Capability Model for Client Organizations (eSCM-CL)
Aframeworktohelporganizationsintheiranalysisanddecision-makingonservicesourcingmodelsandstrategies.ItwasdevelopedbyCarnegieMellonUniversityintheUS.See also eSourcingCapabilityModelforServiceProviders.
eSourcing Capability Model for Service Providers (eSCM-SP)
AframeworktohelpITserviceprovidersdeveloptheirITservicemanagementcapabilitiesfromaservicesourcingperspective.ItwasdevelopedbyCarnegieMellonUniversityintheUS.See also eSourcingCapabilityModelforClientOrganizations.
esteem value Anattributeofanarticleorservicethatisdesiredpurelyforreasonsofpersonalinterestorpreference,orforthesocialcachetitbestows.
event-driven control Acontrolthattakesplacewhenaspecificeventoccurs.Thiscouldbe,forexample,theendofastage,thecompletionoftheprojectinitiationdocumentation,orthecreationofanexceptionreport.Itcouldalsoincludeorganizationaleventsthatmayaffecttheproject,suchastheendofthefinancialyear.
exception plan Thisisaplanthatoftenfollowsanexceptionreport.Forastageplanexception,itcoverstheperiodfromthepresenttotheendofthecurrentstage.Iftheexceptionwereatprojectlevel,theprojectplanwouldbereplaced.
exchange value Thevalueofaparticulararticleorserviceconsideredasitsworthinexchangeforanotheritem,suchasgold.
excitement attribute Seeexcitementfactor.
excitement factor Anattributeaddedtosomethingtomakeitmoreattractiveormoreexcitingtothecustomer.Forexample,arestaurantmayprovideafreedrinkwitheverymeal.See also enhancingservice.
expected value Thisiscalculatedbymultiplyingtheestimatedaverageimpactbytheestimatedprobabilitypercentage.Alsoknownasexpectedmonetaryvaluewheretheestimatedaverageimpactisacost.
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Term Definition
expenditure Consumptionofresources.
expert reference group Ateamofsubject-matterexpertsthatcanbeusedinaP3RMorganizationtoprovideinput,adviceandchallengetotheroleaccountableforanoutputoroutcometoensurethatitreflectsthewiderexperienceratherthananindividual’sperspectiveonly.Itisimportanttonotethattheroleaccountablefortheoutputoroutcomemaintainsthefinaldecisionandshouldnottreatanexpertreferencegroupasacommittee.Anexpertreferencegroupmaybedrawntogetheratpointsintimeormaybefullyallocatedtoaprojectorprogramme.
external customer AcustomerwhoworksforadifferentbusinessfromtheITserviceprovider.See also externalserviceprovider;internalcustomer.
external metric AmetricthatisusedtomeasurethedeliveryofITservicetoacustomer.Externalmetricsareusuallydefinedinservicelevelagreementsandreportedtocustomers.See also internalmetric.
external service provider AnITserviceproviderthatispartofadifferentorganizationfromitscustomer.AnITserviceprovidermayhavebothinternalandexternalcustomers.See also outsourcing;TypeIIIserviceprovider.
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Term Definition
fallback plan Seecontingentplan.
fast recovery Arecoveryoptionthatisalsoknownashotstandby.FastrecoverynormallyusesadedicatedfixedfacilitywithcomputersystemsandsoftwareconfiguredreadytoruntheITservices.Fastrecoverytypicallytakesupto24hoursbutmaybequickerifthereisnoneedtorestoredatafrombackups.
fault See error.
fault tolerance TheabilityofanITserviceorotherconfigurationitemtocontinuetooperatecorrectlyafterthefailureofacomponentpart.See also countermeasure;resilience.
fault tree analysis (FTA) Atechniquethatcanbeusedtodetermineachainofeventsthathascausedanincident,ormaycauseanincidentinthefuture.FaulttreeanalysisrepresentsachainofeventsusingBooleannotationinadiagram.
feasibility study Anearlystudyofaproblemtoassesswhetherornotasolutionisfeasible.Thestudywillnormallyscopetheproblem,identifyandexploreanumberofsolutionsandmakearecommendationonwhatactiontotake.Partoftheworkindevelopingoptionsistocalculateanoutlinebusinesscaseforeachasoneaspectofcomparison.
ThefunctionandprocessesresponsibleformanaginganITserviceprovider’sbudgeting,accountingandchargingrequirements.FinancialmanagementforITservicessecuresanappropriateleveloffundingtodesign,developanddeliverservicesthatmeetthestrategyoftheorganizationinacost-effectivemanner.See also enterprisefinancialmanagement.
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Term Definition
financial year Anaccountingperiodcovering12consecutivemonths.Afinancialyearmaystartonanydate(forexample,1Aprilto31March).
first-line support Thefirstlevelinahierarchyofsupportgroupsinvolvedintheresolutionofincidents.Eachlevelcontainsmorespecialistskills,orhasmoretimeorotherresources.See also escalation.
fishbone diagram SeeIshikawadiagram.
fit for purpose Theabilitytomeetanagreedlevelofutility.Fitforpurposeisalsousedinformallytodescribeaprocess,configurationitem,ITserviceetc.thatiscapableofmeetingitsobjectivesorservicelevels.Beingfitforpurposerequiressuitabledesign,implementation,controlandmaintenance.
fit for use Theabilitytomeetanagreedlevelofwarranty.Beingfitforuserequiressuitabledesign,implementation,controlandmaintenance.
fixed asset Atangiblebusinessassetthathasalong-termusefullife–forexample,abuilding,apieceofland,aserverorasoftwarelicence.See also serviceasset;configurationitem.
fixed cost AcostthatdoesnotvarywithITserviceusage–forexample,thecostofserverhardware.See also variablecost.
fixed facility Apermanentbuilding,availableforusewhenneededbyanITservicecontinuityplan.See also portablefacility;recoveryoption.
follow the sun Amethodologyforusingservicedesksandsupportgroupsaroundtheworldtoprovideseamless24/7service.Calls,incidents,problemsandservicerequestsarepassedbetweengroupsindifferenttimezones.
gap analysis Anactivitythatcomparestwosetsofdataandidentifiesthedifferences.Gapanalysisiscommonlyusedtocompareasetofrequirementswithactualdelivery.See also benchmarking.
hard value analysis Asubsetofvalueengineeringforaprojectthatseekstomaximizethevalueofaphysicaloutput.See also valueengineering.
health check Ahealthcheckisaqualitytoolthatprovidesasnapshotofthestatusofaproject,programmeortheportfolio.Thepurposeofahealthcheckistogainanobjectiveassessmentofhowwelltheproject,programmeorportfolioisperformingrelativetoitsobjectivesandanyrelevantprocessesorstandards.AhealthcheckdiffersfromagatedreviewinthatitisatoolusedforassurancepurposesbytheP3Otoinformspecificactionsorcapabilitymaturitydevelopmentplans,whereasagatedreviewispartofformalgovernancearrangements.
high availability Anapproachordesignthatminimizesorhidestheeffectsofconfiguration-itemfailurefromtheusersofanITservice.High-availabilitysolutionsaredesignedtoachieveanagreedlevelofavailabilityandmakeuseoftechniquessuchasfaulttolerance,resilienceandfastrecoverytoreducethenumberandimpactofincidents.
host site Asitewhereprojectworkisbeingundertaken(forexample,anofficeorconstructionsite).
hot standby Seefastrecovery;immediaterecovery.
hub and spoke AtermtodescribeasystemoforganizationaldesignforP3Owherethereisacentralizedoffice(thehub)connectedtoanumberofsmallerdecentralizedoffices(thespokes)eachwithasub-setofthecentralizedoffice’sbusinessobjectives,functionsandservices.Allinformationandprocesses(connections)arearrangedsothattheymovealongspokestothehubatthecentre.Ahub-and-spokemodelprovidesthebenefitofscalabilityforlargeorganizationsandsupportsbusinessownershipbymaintainingalevelofdecentralization.
hurdle rate of return Thetargetrateofreturnsetbyanorganization,whichpotentialinvestmentsneedtoachieveinordertobeconsideredforfunding.Alsousedasthediscountratetoconvertfuturecashflowsintothenetpresentvalue.
incident record Arecordcontainingthedetailsofanincident.Eachincidentrecorddocumentsthelifecycleofasingleincident.
indirect cost ThecostofprovidinganITservicewhichcannotbeallocatedinfulltoaspecificcustomer–forexample,thecostofprovidingsharedserversorsoftwarelicences.Alsoknownasoverhead.See also directcost.
information hub Thecentralizedelementofthehub-and-spokemodelforP3Ointermsofinformationflows.Itsupportshighlightandexception-basedreportingforprojects,programmesand/orportfoliosbyamalgamatinginformationwiththeprocessandinformationownedbythecentraloffice.See also hubandspoke.
information security management (ISM)
Theprocessresponsibleforensuringthattheconfidentiality,integrityandavailabilityofanorganization’sassets,information,dataandITservicesmatchtheagreedneedsofthebusiness.InformationsecuritymanagementsupportsbusinesssecurityandhasawiderscopethanthatoftheITserviceprovider,andincludeshandlingofpaper,buildingaccess,phonecallsetc.fortheentireorganization.See also securitymanagementinformationsystem.
information security management system (ISMS)
Theframeworkofpolicy,processes,functions,standards,guidelinesandtoolsthatensuresanorganizationcanachieveitsinformationsecuritymanagementobjectives.See also securitymanagementinformationsystem.
information security policy Thepolicythatgovernstheorganization’sapproachtoinformationsecuritymanagement.
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Term Definition
information system Seemanagementinformationsystem.
information technology (IT) Theuseoftechnologyforthestorage,communicationorprocessingofinformation.Thetechnologytypicallyincludescomputers,telecommunications,applicationsandothersoftware.Theinformationmayincludebusinessdata,voice,images,videoetc.InformationtechnologyisoftenusedtosupportbusinessprocessesthroughITservices.
Information Technology Infrastructure Library (ITIL)
infrastructure service Atypeofsupportingservicethatprovideshardware,networkorotherdata-centrecomponents.Thetermisalsousedasasynonymforsupportingservice.
insourcing UsinganinternalserviceprovidertomanageITservices.TheterminsourcingisalsousedtodescribetheactoftransferringtheprovisionofanITservicefromanexternalserviceprovidertoaninternalserviceprovider.See also servicesourcing.
internal customer AcustomerwhoworksforthesamebusinessastheITserviceprovider.See also externalcustomer;internalserviceprovider.
internal metric AmetricthatisusedwithintheITserviceprovidertomonitortheefficiency,effectivenessorcost-effectivenessoftheITserviceprovider’sinternalprocesses.InternalmetricsarenotnormallyreportedtothecustomeroftheITservice.See also externalmetric.
internal rate of return (IRR) Atechniqueusedtohelpmakedecisionsaboutcapitalexpenditure.Itcalculatesafigurethatallowstwoormorealternativeinvestmentstobecompared.Alargerinternalrateofreturnindicatesabetterinvestment.See also netpresentvalue;returnoninvestment.
internal service provider AnITserviceproviderthatispartofthesameorganizationasitscustomer.AnITserviceprovidermayhavebothinternalandexternalcustomers.See also insourcing;TypeIserviceprovider;TypeIIserviceprovider.
International Organization for Standardization (ISO)
ISO 9000 Agenerictermthatreferstoanumberofinternationalstandardsandguidelinesforqualitymanagementsystems.Seewww.iso.orgformoreinformation.See also InternationalOrganizationforStandardization.
ISO 9001 Aninternationalstandardforqualitymanagementsystems.See also ISO9000;standard.
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Term Definition
IT infrastructure Allofthehardware,software,networks,facilitiesetc.thatarerequiredtodevelop,test,deliver,monitor,controlorsupportapplicationsandITservices.Thetermincludesalloftheinformationtechnologybutnottheassociatedpeople,processesanddocumentation.
IT operations ActivitiescarriedoutbyIToperationscontrol,includingconsolemanagement/operationsbridge,jobscheduling,backupandrestore,andprintandoutputmanagement.IToperationsisalsousedasasynonymforserviceoperation.
IT operations control ThefunctionresponsibleformonitoringandcontroloftheITservicesandITinfrastructure.See also operationsbridge.
IT operations management ThefunctionwithinanITserviceproviderthatperformsthedailyactivitiesneededtomanageITservicesandthesupportingITinfrastructure.IToperationsmanagementincludesIToperationscontrolandfacilitiesmanagement.
IT service AserviceprovidedbyanITserviceprovider.AnITserviceismadeupofacombinationofinformationtechnology,peopleandprocesses.Acustomer-facingITservicedirectlysupportsthebusinessprocessesofoneormorecustomersanditsserviceleveltargetsshouldbedefinedinaservicelevelagreement.OtherITservices,calledsupportingservices,arenotdirectlyusedbythebusinessbutarerequiredbytheserviceprovidertodelivercustomer-facingservices.See also coreservice;enablingservice;enhancingservice;service;servicepackage.
IT service continuity plan AplandefiningthestepsrequiredtorecoveroneormoreITservices.Theplanalsoidentifiesthetriggersforinvocation,peopletobeinvolved,communicationsetc.TheITservicecontinuityplanshouldbepartofabusinesscontinuityplan.
IT service management (ITSM) TheimplementationandmanagementofqualityITservicesthatmeettheneedsofthebusiness.ITservicemanagementisperformedbyITserviceprovidersthroughanappropriatemixofpeople,processandinformationtechnology.See also servicemanagement.
IT service provider AserviceproviderthatprovidesITservicestointernalorexternalcustomers.
IT steering group (ISG) AformalgroupthatisresponsibleforensuringthatbusinessandITserviceproviderstrategiesandplansarecloselyaligned.AnITsteeringgroupincludesseniorrepresentativesfromthebusinessandtheITserviceprovider.AlsoknownasITstrategygrouporITsteeringcommittee.
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Term Definition
Kano model Amodel,developedbyNoriakiKano,thatisusedtohelpunderstandcustomerpreferences.TheKanomodelconsidersattributesofanITservicegroupedintoareassuchasbasicfactors,excitementfactorsandperformancefactors.
Kepner and Tregoe analysis Astructuredapproachtoproblemsolving.Theproblemisanalysedintermsofwhat,where,whenandtowhatextent.Possiblecausesareidentified,themostprobablecauseistested,andthetruecauseisverified.
knowledge base Alogicaldatabasecontainingdataandinformationusedbytheserviceknowledgemanagementsystem.
knowledge management Theprocessresponsibleforsharingperspectives,ideas,experienceandinformation,andforensuringthattheseareavailableintherightplaceandattherighttime.Theknowledgemanagementprocessenablesinformeddecisions,andimprovesefficiencybyreducingtheneedtorediscoverknowledge.See also Data-to-Information-to-Knowledge-to-Wisdom;serviceknowledgemanagementsystem.
known error Aproblemthathasadocumentedrootcauseandaworkaround.Knownerrorsarecreatedandmanagedthroughouttheirlifecyclebyproblemmanagement.Knownerrorsmayalsobeidentifiedbydevelopmentorsuppliers.
known error database (KEDB) Adatabasecontainingallknownerrorrecords.Thisdatabaseiscreatedbyproblemmanagementandusedbyincidentandproblemmanagement.Theknownerrordatabasemaybepartoftheconfigurationmanagementsystem,ormaybestoredelsewhereintheserviceknowledgemanagementsystem.
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Term Definition
known error record Arecordcontainingthedetailsofaknownerror.Eachknownerrorrecorddocumentsthelifecycleofaknownerror,includingthestatus,rootcauseandworkaround.Insomeimplementations,aknownerrorisdocumentedusingadditionalfieldsinaproblemrecord.
line of service (LOS) Acoreserviceorservicepackagethathasmultipleserviceoptions.Alineofserviceismanagedbyaserviceownerandeachserviceoptionisdesignedtosupportaparticularmarketsegment.
live ReferstoanITserviceorotherconfigurationitemthatisbeingusedtodeliverservicetoacustomer.
live environment AcontrolledenvironmentcontainingliveconfigurationitemsusedtodeliverITservicestocustomers.
management information Informationthatisusedtosupportdecision-makingbymanagers.ManagementinformationisoftengeneratedautomaticallybytoolssupportingthevariousITservicemanagementprocesses.Managementinformationoftenincludesthevaluesofkeyperformanceindicators,suchas‘percentageofchangesleadingtoincidents’or‘first-timefixrate’.
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Term Definition
management information system (MIS)
Asetoftools,dataandinformationthatisusedtosupportaprocessorfunction.Examplesincludetheavailabilitymanagementinformationsystemandthesupplierandcontractmanagementinformationsystem.See also serviceknowledgemanagementsystem.
Management of Risk (M_o_R®) Systemicapplicationofpolicies,procedures,methodsandpracticestothetasksofidentifyingandassessingrisks,andthenplanningandimplementingriskresponses.Thisprovidesadisciplinedenvironmentforproactivedecision-making.
Management of Value (MoV®) Asystematicmethodtodefinewhatvaluemeansfororganizations,andtocommunicateitclearlytomaximizevalueacrossportfolios,programmes,projectsandoperations.
management system Theframeworkofpolicy,processes,functions,standards,guidelinesandtoolsthatensuresanorganizationorpartofanorganizationcanachieveitsobjectives.Thistermisalsousedwithasmallerscopetosupportaspecificprocessoractivity–forexample,aneventmanagementsystemorriskmanagementsystem.See also system.
market space OpportunitiesthatanITserviceprovidercouldexploittomeetthebusinessneedsofcustomers.MarketspacesidentifythepossibleITservicesthatanITserviceprovidermaywishtoconsiderdelivering.
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Term Definition
mean time to repair (MTTR) TheaveragetimetakentorepairanITserviceorotherconfigurationitemafterafailure.MTTRismeasuredfromwhentheconfigurationitemfailsuntilitisrepaired.MTTRdoesnotincludethetimerequiredtorecoverorrestore.Itissometimesincorrectlyusedinsteadofmeantimetorestoreservice.
mean time to restore service (MTRS)
TheaveragetimetakentorestoreanITserviceorotherconfigurationitemafterafailure.MTRSismeasuredfromwhentheconfigurationitemfailsuntilitisfullyrestoredanddeliveringitsnormalfunctionality.See also maintainability;meantimetorepair.
metric Somethingthatismeasuredandreportedtohelpmanageaprocess,ITserviceoractivity.See also keyperformanceindicator.
middleware Softwarethatconnectstwoormoresoftwarecomponentsorapplications.Middlewareisusuallypurchasedfromasupplier,ratherthandevelopedwithintheITserviceprovider.See also commercialofftheshelf.
mission Ashortbutcompletedescriptionoftheoverallpurposeandintentionsofanorganization.Itstateswhatistobeachieved,butnothowthisshouldbedone.See also vision.
model Arepresentationofasystem,process,ITservice,configurationitemetc.thatisusedtohelpunderstandorpredictfuturebehaviour.
monitor control loop Monitoringtheoutputofatask,process,ITserviceorotherconfigurationitem;comparingthisoutputtoapredefinednorm;andtakingappropriateactionbasedonthiscomparison.
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Term Definition
MSP SeeManagingSuccessfulProgrammes.
near-shore Provisionofservicesfromacountrynearthecountrywherethecustomerisbased.ThiscanbetheprovisionofanITservice,orofsupportingfunctionssuchasaservicedesk.See also offshore;onshore.
net present value (NPV) Atechniqueusedtohelpmakedecisionsaboutcapitalexpenditure.Itcomparescashinflowswithcashoutflows.Positivenetpresentvalueindicatesthataninvestmentisworthwhile.See also internalrateofreturn;returnoninvestment.
normal change Achangethatisnotanemergencychangeorastandardchange.Normalchangesfollowthedefinedstepsofthechangemanagementprocess.
normal service operation Anoperationalstatewhereservicesandconfigurationitemsareperformingwithintheiragreedserviceandoperationallevels.
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Term Definition
off-project specialist or expert SomeonewithknowledgeandexperienceinthesubjectoftheMoVactivitieswhoisnotinvolvedintheprogrammeproject.MaybeinvitedtocontributetoanMoVstudytochallengetheMoVstudyteammembersandimprovetheobjectivityoftheirproposals.
offshore Provisionofservicesfromalocationoutsidethecountrywherethecustomerisbased,oftenonadifferentcontinent.ThiscanbetheprovisionofanITservice,orofsupportingfunctionssuchasaservicedesk.See also near-shore;onshore.
one version of the truth Atechniquewherebyeachelementofportfolioprogressreporting(costs,benefits,progressetc.)isderivedfromanagreedsourcemanagedbytheportfoliooffice.Individualinitiativesandotherorganizationalfunctionswillprovidedatainputsinrelationtocost,benefit,deliveryprogress,resourcerequirements,dependencyandriskstatus–andtoanagreedschedule.Theresultingconsolidateddatawillberecognizedastheauthoritativesourceofinformationonportfolioprogressusedformonitoring,reportingandmanagementdecision-making.
onshore Provisionofservicesfromalocationwithinthecountrywherethecustomerisbased.See also near-shore;offshore.
operational cost ThecostresultingfromrunningtheITservices,whichofteninvolvesrepeatingpayments–forexample,staffcosts,hardwaremaintenanceandelectricity.Alsoknownascurrentexpenditureorrevenueexpenditure.See also capitalexpenditure.
optimism bias DefinedbytheHMTreasuryGreen Book asthedemonstratedsystematictendencyforappraiserstobeover-optimisticaboutkeyprojectparameters,includingcapitalcosts,operatingcosts,worksdurationandbenefitsdelivery.Toaddressthis,adjustmentsshouldbemadetotheestimatesofprogrammeandprojectcosts,benefitsandworksdurationbasedonempiricaldata.StandardadjustmentsareincludedintheHMTreasury’sGreen Book andontheHMTreasury’swebsite.
ITIL –Theresultofcarryingoutanactivity,followingaprocess,ordeliveringanITserviceetc.Thetermisusedtorefertointendedresultsaswellastoactualresults.See also objective.
P3O sponsor AseniormanagerwithappropriateauthoritywhochampionstheestablishmentandevolvingoperationoftheP3O.Theywillideallybeamemberofthemainboard.See also Portfolio,ProgrammeandProjectOffices(P3O).
pain value analysis Atechniqueusedtohelpidentifythebusinessimpactofoneormoreproblems.Aformulaisusedtocalculatepainvaluebasedonthenumberofusersaffected,thedurationofthedowntime,theimpactoneachuser,andthecosttothebusiness(ifknown).
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Term Definition
partnership Arelationshipbetweentwoorganizationsthatinvolvesworkingcloselytogetherforcommongoalsormutualbenefit.TheITserviceprovidershouldhaveapartnershipwiththebusinessandwiththirdpartieswhoarecriticaltothedeliveryofITservices.See also valuenetwork.
passive monitoring Monitoringofaconfigurationitem,anITserviceoraprocessthatreliesonanalertornotificationtodiscoverthecurrentstatus.See also activemonitoring.
pattern of business activity (PBA) Aworkloadprofileofoneormorebusinessactivities.PatternsofbusinessactivityareusedtohelptheITserviceproviderunderstandandplanfordifferentlevelsofbusinessactivity.See also userprofile.
pet project Aprojectthatischampionedbyanexecutiveinanorganizationthatmaybealignedtoanindividualgoalorgoalsforaspecificpartofthebusiness,butnotnecessarilyalignedtothestrategicimperativesoftheorganizationasawhole.
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Term Definition
pilot AlimiteddeploymentofanITservice,areleaseoraprocesstotheliveenvironment.Apilotisusedtoreduceriskandtogainuserfeedbackandacceptance.See also changeevaluation;test.
planned downtime AgreedtimewhenanITservicewillnotbeavailable.Planneddowntimeisoftenusedformaintenance,upgradesandtesting.See also changewindow;downtime.
portable facility Aprefabricatedbuilding,oralargevehicle,providedbyathirdpartyandmovedtoasitewhenneededaccordingtoanITservicecontinuityplan.See also fixedfacility;recoveryoption.
portfolio delivery plan Acollectionoftacticalinformationregardingtheplanneddeliveryoftheportfoliobasedontheoverarchingportfoliostrategy.Theportfoliodeliveryplanusuallyfocusesontheforthcomingyearindetailintermsofschedule,resourceplans,costs,risksandbenefitstoberealized.
prerequisite for success (PFS) Anactivitythatneedstobecompleted,oraconditionthatneedstobemet,toenablesuccessfulimplementationofaplanorprocess.Itisoftenanoutputfromoneprocessthatisarequiredinputtoanotherprocess.
proactive monitoring Monitoringthatlooksforpatternsofeventstopredictpossiblefuturefailures.See also reactivemonitoring.
proactive problem management Partoftheproblemmanagementprocess.Theobjectiveofproactiveproblemmanagementistoidentifyproblemsthatmightotherwisebemissed.Proactiveproblemmanagementanalysesincidentrecords,andusesdatacollectedbyotherITservicemanagementprocessestoidentifytrendsorsignificantproblems.
probability Thisistheevaluatedlikelihoodofaparticularthreatoropportunityactuallyhappening,includingaconsiderationofthefrequencywithwhichthismayarise.
problem Acauseofoneormoreincidents.Thecauseisnotusuallyknownatthetimeaproblemrecordiscreated,andtheproblemmanagementprocessisresponsibleforfurtherinvestigation.
problem management Theprocessresponsibleformanagingthelifecycleofallproblems.Problemmanagementproactivelypreventsincidentsfromhappeningandminimizestheimpactofincidentsthatcannotbeprevented.
problem record Arecordcontainingthedetailsofaproblem.Eachproblemrecorddocumentsthelifecycleofasingleproblem.
process control Theactivityofplanningandregulatingaprocess,withtheobjectiveofperformingtheprocessinaneffective,efficientandconsistentmanner.
process manager Aroleresponsiblefortheoperationalmanagementofaprocess.Theprocessmanager’sresponsibilitiesincludeplanningandcoordinationofallactivitiesrequiredtocarryout,monitorandreportontheprocess.Theremaybeseveralprocessmanagersforoneprocess–forexample,regionalchangemanagersorITservicecontinuitymanagersforeachdatacentre.Theprocessmanagerroleisoftenassignedtothepersonwhocarriesouttheprocessownerrole,butthetworolesmaybeseparateinlargerorganizations.
process owner Thepersonwhoisheldaccountableforensuringthataprocessisfitforpurpose.Theprocessowner’sresponsibilitiesincludesponsorship,design,changemanagementandcontinualimprovementoftheprocessanditsmetrics.Thisrolecanbeassignedtothesamepersonwhocarriesouttheprocessmanagerrole,butthetworolesmaybeseparateinlargerorganizations.
profit centre Abusinessunitthatchargesforservicesprovided.Aprofitcentrecanbecreatedwiththeobjectiveofmakingaprofit,recoveringcosts,orrunningataloss.AnITserviceprovidercanberunasacostcentreoraprofitcentre.
programme assurance Independentassessmentandconfirmationthattheprogrammeasawholeoranyoneofitsaspectsisontrack,thatitisapplyingrelevantpracticesandprocedures,andthattheprojects,activitiesandbusinessrationaleremainalignedtotheprogramme’sobjectives.See also gatedreview.
ITIL –Atemporaryorganization,withpeopleandotherassets,thatisrequiredtoachieveanobjectiveorotheroutcome.Eachprojecthasalifecyclethattypicallyincludesinitiation,planning,executionandclosure.ProjectsareusuallymanagedusingaformalmethodologysuchasProjectsINControlledEnvironments(PRINCE2)ortheProjectManagementBodyofKnowledge(PMBOK).See also charter;projectmanagementoffice;projectportfolio.
AprojectmanagementstandardmaintainedandpublishedbytheProjectManagementInstitute.Seewww.pmi.orgformoreinformation.See also PRojectsINControlledEnvironments(PRINCE2).
Project Management Institute (PMI)
Amembershipassociationthatadvancestheprojectmanagementprofessionthroughgloballyrecognizedstandardsandcertifications,collaborativecommunities,anextensiveresearchprogramme,andprofessionaldevelopmentopportunities.PMIisanot-for-profitmembershiporganizationwithrepresentationinmanycountriesaroundtheworld.PMImaintainsandpublishestheProjectManagementBodyofKnowledge(PMBOK).Seewww.pmi.orgformoreinformation.See also PRojectsINControlledEnvironments(PRINCE2).
project management office (PMO)
Afunctionorgroupresponsibleformanagingthelifecycleofprojects.See also charter;projectportfolio.
project management team Theentiremanagementstructureoftheprojectboard,andprojectmanager,plusanyteammanager,projectassuranceandprojectsupportroles.
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Term Definition
project plan Ahigh-levelplanshowingthemajorproductsoftheproject,whentheywillbedeliveredandatwhatcost.Aninitialprojectplanispresentedaspartoftheprojectinitiationdocumentation.Thisisrevisedasinformationonactualprogressappears.Itisamajorcontroldocumentfortheprojectboardtomeasureactualprogressagainstexpectations.
project portfolio Adatabaseorstructureddocumentusedtomanageprojectsthroughouttheirlifecycle.Theprojectportfolioisusedtocoordinateprojectsandensurethattheymeettheirobjectivesinacost-effectiveandtimelymanner.Inlargerorganizations,theprojectportfolioistypicallydefinedandmaintainedbyaprojectmanagementoffice.Theprojectportfolioisimportanttoserviceportfoliomanagementasnewservicesandsignificantchangesarenormallymanagedasprojects.See also charter.
project support Anadministrativeroleintheprojectmanagementteam.Projectsupportcanbeintheformofadviceandhelpwithprojectmanagementtools,guidance,administrativeservicessuchasfiling,andthecollectionofactualdata.
project support office Agroupsetuptoprovidecertainadministrativeservicestotheprojectmanager.Oftenthegroupprovidesitsservicestomanyprojectsinparallel.
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Term Definition
projected service outage (PSO) Adocumentthatidentifiestheeffectofplannedchanges,maintenanceactivitiesandtestplansonagreedservicelevels.
PRojects IN Controlled Environments (PRINCE2)
ThestandardUKgovernmentmethodologyforprojectmanagement.Seewww.prince-officialsite.comformoreinformation.See also ProjectManagementBodyofKnowledge(PMBOK).
proposal implementation plan Aplanforimplementingvalue-improvingproposalstorealizetheirexpectedbenefits.
public sector Activitiesundertakenwithoutaprofitmotiveforthegreatergoodand/orforwhichspecificusagecannotbemonitored(e.g.streetlighting),paidforbythepublicatlargeviataxation.
qualification AnactivitythatensuresthattheITinfrastructureisappropriateandcorrectlyconfiguredtosupportanapplicationorITservice.See also validation.
ITIL –Theabilityofaproduct,serviceorprocesstoprovidetheintendedvalue.Forexample,ahardwarecomponentcanbeconsideredtobeofhighqualityifitperformsasexpectedanddeliverstherequiredreliability.Processqualityalsorequiresanabilitytomonitoreffectivenessandefficiency,andtoimprovethemifnecessary.See also qualitymanagementsystem.
ITIL –Theprocessresponsibleforensuringthatthequalityofaservice,processorotherserviceassetwillprovideitsintendedvalue.Qualityassuranceisalsousedtorefertoafunctionorteamthatperformsqualityassurance.ThisprocessisnotdescribedindetailwithinthecoreITILpublications.See also servicevalidationandtesting.
quality control Theprocessofmonitoringspecificprojectresultstodeterminewhethertheycomplywithrelevantstandardsandofidentifyingwaystoeliminatecausesofunsatisfactoryperformance.
Theframeworkofpolicy,processes,functions,standards,guidelinesandtoolsthatensuresanorganizationisofasuitablequalitytomeetbusinessobjectivesorservicelevelsreliably.See also ISO9000.
quality records Evidencekepttodemonstratethattherequiredqualityassuranceandqualitycontrolactivitieshavebeencarriedout.
quick win Animprovementactivitythatisexpectedtoprovideareturnoninvestmentinashortperiodoftimewithrelativelylittlecostandeffort.See also Paretoprinciple.
reactive monitoring Monitoringthattakesplaceinresponsetoanevent.Forexample,submittingabatchjobwhenthepreviousjobcompletes,orlogginganincidentwhenanerroroccurs.See also proactivemonitoring.
real charging AchargingpolicywhereactualmoneyistransferredfromthecustomertotheITserviceproviderinpaymentforthedeliveryofITservices.See also notionalcharging.
record Adocumentcontainingtheresultsorotheroutputfromaprocessoractivity.Recordsareevidenceofthefactthatanactivitytookplaceandmaybepaperorelectronic–forexample,anauditreport,anincidentrecordortheminutesofameeting.
records Dynamicmanagementproductsthatmaintaininformationregardingprojectprogress.
recovery point objective (RPO) Themaximumamountofdatathatmaybelostwhenserviceisrestoredafteraninterruption.Therecoverypointobjectiveisexpressedasalengthoftimebeforethefailure.Forexample,arecoverypointobjectiveofonedaymaybesupportedbydailybackups,andupto24hoursofdatamaybelost.RecoverypointobjectivesforeachITserviceshouldbenegotiated,agreedanddocumented,andusedasrequirementsforservicedesignandITservicecontinuityplans.
recovery time objective (RTO) ThemaximumtimeallowedfortherecoveryofanITservicefollowinganinterruption.Theserviceleveltobeprovidedmaybelessthannormalserviceleveltargets.RecoverytimeobjectivesforeachITserviceshouldbenegotiated,agreedanddocumented.See also businessimpactanalysis.
release record Arecordthatdefinesthecontentofarelease.Areleaserecordhasrelationshipswithallconfigurationitemsthatareaffectedbytherelease.Releaserecordsmaybeintheconfigurationmanagementsystemorelsewhereintheserviceknowledgemanagementsystem.
release unit ComponentsofanITservicethatarenormallyreleasedtogether.Areleaseunittypicallyincludessufficientcomponentstoperformausefulfunction.Forexample,onereleaseunitcouldbeadesktopPC,includinghardware,software,licences,documentationetc.Adifferentreleaseunitmaybethecompletepayrollapplication,includingIToperationsproceduresandusertraining.
release window Seechangewindow.
reliability AmeasureofhowlonganITserviceorotherconfigurationitemcanperformitsagreedfunctionwithoutinterruption.Usuallymeasuredasmeantimebetweenfailures(MTBF)ormeantimebetweenserviceincidents(MTBSI).Thetermcanalsobeusedtostatehowlikelyitisthataprocess,functionetc.willdeliveritsrequiredoutputs.See also availability.
request for change (RFC) Aformalproposalforachangetobemade.Itincludesdetailsoftheproposedchange,andmayberecordedonpaperorelectronically.Thetermisoftenmisusedtomeanachangerecord,orthechangeitself.
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Term Definition
request model Arepeatablewayofdealingwithaparticularcategoryofservicerequest.Arequestmodeldefinesspecificagreedstepsthatwillbefollowedforaservicerequestofthiscategory.Requestmodelsmaybeverysimple,withnorequirementforauthorization(e.g.passwordreset),ormaybemorecomplexwithmanystepsthatrequireauthorization(e.g.provisionofanexistingITservice).See also requestfulfilment.
ITIL –Aformalstatementofwhatisneeded–forexample,aservicelevelrequirement,aprojectrequirementortherequireddeliverablesforaprocess.See also statementofrequirements.
resilience TheabilityofanITserviceorotherconfigurationitemtoresistfailureortorecoverinatimelymannerfollowingafailure.Forexample,anarmouredcablewillresistfailurewhenputunderstress.See also faulttolerance.
ITIL –AgenerictermthatincludesITinfrastructure,people,moneyoranythingelsethatmighthelptodeliveranITservice.Resourcesareconsideredtobeassetsofanorganization.See also capability;serviceasset.
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Term Definition
response time Ameasureofthetimetakentocompleteanoperationortransaction.UsedincapacitymanagementasameasureofITinfrastructureperformance,andinincidentmanagementasameasureofthetimetakentoanswerthephoneortostartdiagnosis.
return on assets (ROA) Ameasurementoftheprofitabilityofabusinessunitororganization.Returnonassetsiscalculatedbydividingtheannualnetincomebythetotalvalueofassets.See also returnoninvestment.
return on investment (ROI) Ameasurementoftheexpectedbenefitofaninvestment.Inthesimplestsense,itisthenetprofitofaninvestmentdividedbythenetworthoftheassetsinvested.See also netpresentvalue;valueoninvestment.
return to normal ThephaseofanITservicecontinuityplanduringwhichfullnormaloperationsareresumed.Forexample,ifanalternativedatacentrehasbeeninuse,thenthisphasewillbringtheprimarydatacentrebackintooperation,andrestoretheabilitytoinvokeITservicecontinuityplansagain.
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Term Definition
review Anevaluationofachange,problem,process,projectetc.Reviewsaretypicallycarriedoutatpredefinedpointsinthelifecycle,andespeciallyafterclosure.Thepurposeofareviewistoensurethatalldeliverableshavebeenprovided,andtoidentifyopportunitiesforimprovement.See also changeevaluation;post-implementationreview.
ITIL –Theprocessresponsibleforidentifying,assessingandcontrollingrisks.Riskmanagementisalsosometimesusedtorefertothesecondpartoftheoverallprocessafterriskshavebeenidentifiedandassessed,asin‘riskassessmentandmanagement’.ThisprocessisnotdescribedindetailwithinthecoreITILpublications.See also riskassessment.
risk management process guide Describestheseriesofsteps(fromidentifythroughtoimplement)andtheirrespectiveassociatedactivities,necessarytoimplementriskmanagement.
risk tolerance line Alinedrawnonthesummaryriskprofile.Risksthatappearabovethislinecannotbeaccepted(livedwith)withoutreferringthemtoahigherauthority.Foraproject,theprojectmanagerwouldrefertheseriskstotheprojectboard.
role Asetofresponsibilities,activitiesandauthoritiesassignedtoapersonorteam.Aroleisdefinedinaprocessorfunction.Onepersonorteammayhavemultipleroles–forexample,therolesofconfigurationmanagerandchangemanagermaybecarriedoutbyasingleperson.Roleisalsousedtodescribethepurposeofsomethingorwhatitisusedfor.
role description Adescriptionofthesetofresponsibilitiesspecifictoarole.
root cause Theunderlyingororiginalcauseofanincidentorproblem.
root cause analysis (RCA) Anactivitythatidentifiestherootcauseofanincidentorproblem.RootcauseanalysistypicallyconcentratesonITinfrastructurefailures.See also servicefailureanalysis.
scale of risk Astandardtechniqueforestimatingtheprobabilityandimpactofariskacrossanorganization,portfolio,programmeorproject.Thismaybeprovidedaspartofariskmanagementstandard(external)orariskmanagementstrategyorpolicy.
scope tolerance Thepermissibledeviationinaplan’sscopethatisallowedbeforethedeviationneedstobeescalatedtothenextlevelofmanagement.Scopetoleranceisdocumentedintherespectiveplanintheformofanoteorreferencetotheproductbreakdownstructureforthatplan.See also tolerance.
second-line support Thesecondlevelinahierarchyofsupportgroupsinvolvedintheresolutionofincidentsandinvestigationofproblems.Eachlevelcontainsmorespecialistskills,orhasmoretimeorotherresources.
Asetoftools,dataandinformationthatisusedtosupportinformationsecuritymanagement.Thesecuritymanagementinformationsystemispartoftheinformationsecuritymanagementsystem.See also serviceknowledgemanagementsystem.
separation of concerns (SoC) AnapproachtodesigningasolutionorITservicethatdividestheproblemintopiecesthatcanbesolvedindependently.Thisapproachseparateswhatistobedonefromhowitistobedone.
server Acomputerthatisconnectedtoanetworkandprovidessoftwarefunctionsthatareusedbyothercomputers.
service Ameansofdeliveringvaluetocustomersbyfacilitatingoutcomescustomerswanttoachievewithouttheownershipofspecificcostsandrisks.Theterm‘service’issometimesusedasasynonymforcoreservice,ITserviceorservicepackage.See also utility;warranty.
service acceptance criteria (SAC) AsetofcriteriausedtoensurethatanITservicemeetsitsfunctionalityandqualityrequirementsandthattheITserviceproviderisreadytooperatethenewITservicewhenithasbeendeployed.See also acceptance.
service analytics Atechniqueusedintheassessmentofthebusinessimpactofincidents.Serviceanalyticsmodelsthedependenciesbetweenconfigurationitems,andthedependenciesofITservicesonconfigurationitems.
service asset Anyresourceorcapabilityofaserviceprovider.See also asset.
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Term Definition
service asset and configuration management (SACM)
Theprocessresponsibleforensuringthattheassetsrequiredtodeliverservicesareproperlycontrolled,andthataccurateandreliableinformationaboutthoseassetsisavailablewhenandwhereitisneeded.Thisinformationincludesdetailsofhowtheassetshavebeenconfiguredandtherelationshipsbetweenassets.See also configurationmanagementsystem.
service capacity management (SCM)
Thesub-processofcapacitymanagementresponsibleforunderstandingtheperformanceandcapacityofITservices.InformationontheresourcesusedbyeachITserviceandthepatternofusageovertimeiscollected,recordedandanalysedforuseinthecapacityplan.See also businesscapacitymanagement;componentcapacitymanagement.
service catalogue AdatabaseorstructureddocumentwithinformationaboutallliveITservices,includingthoseavailablefordeployment.TheservicecatalogueispartoftheserviceportfolioandcontainsinformationabouttwotypesofITservice:customer-facingservicesthatarevisibletothebusiness;andsupportingservicesrequiredbytheserviceprovidertodelivercustomer-facingservices.See also customeragreementportfolio;servicecataloguemanagement.
service catalogue management Theprocessresponsibleforprovidingandmaintainingtheservicecatalogueandforensuringthatitisavailabletothosewhoareauthorizedtoaccessit.
service change Seechange.
service charter Adocumentthatcontainsdetailsofaneworchangedservice.Newserviceintroductionsandsignificantservicechangesaredocumentedinacharterandauthorizedbyserviceportfoliomanagement.Servicechartersarepassedtotheservicedesignlifecyclestage,whereanewormodifiedservicedesignpackagewillbecreated.Thetermcharterisalsousedtodescribetheactofauthorizingtheworkrequiredbyeachstageoftheservicelifecyclewithrespecttotheneworchangedservice.See also changeproposal;serviceportfolio;servicecatalogue.
service continuity management SeeITservicecontinuitymanagement.
service contract AcontracttodeliveroneormoreITservices.ThetermisalsousedtomeananyagreementtodeliverITservices,whetherthisisalegalcontractoraservicelevelagreement.See also customeragreementportfolio.
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Term Definition
service culture Acustomer-orientedculture.Themajorobjectivesofaserviceculturearecustomersatisfactionandhelpingcustomerstoachievetheirbusinessobjectives.
service design Astageinthelifecycleofaservice.Servicedesignincludesthedesignoftheservices,governingpractices,processesandpoliciesrequiredtorealizetheserviceprovider’sstrategyandtofacilitatetheintroductionofservicesintosupportedenvironments.Servicedesignincludesthefollowingprocesses:designcoordination,servicecataloguemanagement,servicelevelmanagement,availabilitymanagement,capacitymanagement,ITservicecontinuitymanagement,informationsecuritymanagement,andsuppliermanagement.Althoughtheseprocessesareassociatedwithservicedesign,mostprocesseshaveactivitiesthattakeplaceacrossmultiplestagesoftheservicelifecycle.See also design.
service design package (SDP) Document(s)definingallaspectsofanITserviceanditsrequirementsthrougheachstageofitslifecycle.AservicedesignpackageisproducedforeachnewITservice,majorchangeorITserviceretirement.
service desk Thesinglepointofcontactbetweentheserviceproviderandtheusers.Atypicalservicedeskmanagesincidentsandservicerequests,andalsohandlescommunicationwiththeusers.
service failure analysis (SFA) AtechniquethatidentifiesunderlyingcausesofoneormoreITserviceinterruptions.ServicefailureanalysisidentifiesopportunitiestoimprovetheITserviceprovider’sprocessesandtools,andnotjusttheITinfrastructure.Itisatime-constrained,project-likeactivity,ratherthananongoingprocessofanalysis.
service hours AnagreedtimeperiodwhenaparticularITserviceshouldbeavailable.Forexample,‘Monday–Friday08:00to17:00exceptpublicholidays’.Servicehoursshouldbedefinedinaservicelevelagreement.
service improvement plan (SIP) AformalplantoimplementimprovementstoaprocessorITservice.
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Term Definition
service knowledge management system (SKMS)
Asetoftoolsanddatabasesthatisusedtomanageknowledge,informationanddata.Theserviceknowledgemanagementsystemincludestheconfigurationmanagementsystem,aswellasotherdatabasesandinformationsystems.Theserviceknowledgemanagementsystemincludestoolsforcollecting,storing,managing,updating,analysingandpresentingalltheknowledge,informationanddatathatanITserviceproviderwillneedtomanagethefulllifecycleofITservices.See also knowledgemanagement.
service level Measuredandreportedachievementagainstoneormoreserviceleveltargets.Thetermissometimesusedinformallytomeanserviceleveltarget.
service level agreement (SLA) AnagreementbetweenanITserviceproviderandacustomer.AservicelevelagreementdescribestheITservice,documentsserviceleveltargets,andspecifiestheresponsibilitiesoftheITserviceproviderandthecustomer.AsingleagreementmaycovermultipleITservicesormultiplecustomers.See also operationallevelagreement.
service level management (SLM) Theprocessresponsiblefornegotiatingachievableservicelevelagreementsandensuringthatthesearemet.ItisresponsibleforensuringthatallITservicemanagementprocesses,operationallevelagreementsandunderpinningcontractsareappropriatefortheagreedserviceleveltargets.Servicelevelmanagementmonitorsandreportsonservicelevels,holdsregularservicereviewswithcustomers,andidentifiesrequiredimprovements.
service level package (SLP) Seeserviceoption.
service level requirement (SLR) AcustomerrequirementforanaspectofanITservice.Servicelevelrequirementsarebasedonbusinessobjectivesandusedtonegotiateagreedserviceleveltargets.
service level target Acommitmentthatisdocumentedinaservicelevelagreement.Serviceleveltargetsarebasedonservicelevelrequirements,andareneededtoensurethattheITserviceisabletomeetbusinessobjectives.TheyshouldbeSMART,andareusuallybasedonkeyperformanceindicators.
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Term Definition
service lifecycle AnapproachtoITservicemanagementthatemphasizestheimportanceofcoordinationandcontrolacrossthevariousfunctions,processesandsystemsnecessarytomanagethefulllifecycleofITservices.Theservicelifecycleapproachconsidersthestrategy,design,transition,operationandcontinualimprovementofITservices.Alsoknownasservicemanagementlifecycle.
service management Asetofspecializedorganizationalcapabilitiesforprovidingvaluetocustomersintheformofservices.
service management lifecycle Seeservicelifecycle.
service manager Agenerictermforanymanagerwithintheserviceprovider.Mostcommonlyusedtorefertoabusinessrelationshipmanager,aprocessmanageroraseniormanagerwithresponsibilityforITservicesoverall.
service model Amodelthatshowshowserviceassetsinteractwithcustomerassetstocreatevalue.Servicemodelsdescribethestructureofaservice(howtheconfigurationitemsfittogether)andthedynamicsoftheservice(activities,flowofresourcesandinteractions).Aservicemodelcanbeusedasatemplateorblueprintformultipleservices.
service operation Astageinthelifecycleofaservice.Serviceoperationcoordinatesandcarriesouttheactivitiesandprocessesrequiredtodeliverandmanageservicesatagreedlevelstobusinessusersandcustomers.Serviceoperationalsomanagesthetechnologythatisusedtodeliverandsupportservices.Serviceoperationincludesthefollowingprocesses:eventmanagement,incidentmanagement,requestfulfilment,problemmanagement,andaccessmanagement.Serviceoperationalsoincludesthefollowingfunctions:servicedesk,technicalmanagement,IToperationsmanagement,andapplicationmanagement.Althoughtheseprocessesandfunctionsareassociatedwithserviceoperation,mostprocessesandfunctionshaveactivitiesthattakeplaceacrossmultiplestagesoftheservicelifecycle.See also operation.
service option Achoiceofutilityandwarrantyofferedtocustomersbyacoreserviceorservicepackage.Serviceoptionsaresometimesreferredtoasservicelevelpackages.
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Term Definition
service owner Aroleresponsibleformanagingoneormoreservicesthroughouttheirentirelifecycle.Serviceownersareinstrumentalinthedevelopmentofservicestrategyandareresponsibleforthecontentoftheserviceportfolio.See also businessrelationshipmanagement.
service package Twoormoreservicesthathavebeencombinedtoofferasolutiontoaspecifictypeofcustomerneedortounderpinspecificbusinessoutcomes.Aservicepackagecanconsistofacombinationofcoreservices,enablingservicesandenhancingservices.Aservicepackageprovidesaspecificlevelofutilityandwarranty.Customersmaybeofferedachoiceofutilityandwarrantythroughoneormoreserviceoptions.See also ITservice.
service pipeline AdatabaseorstructureddocumentlistingallITservicesthatareunderconsiderationordevelopment,butarenotyetavailabletocustomers.TheservicepipelineprovidesabusinessviewofpossiblefutureITservicesandispartoftheserviceportfolio,whichisnotnormallypublishedtocustomers.
service portfolio Thecompletesetofservicesthatismanagedbyaserviceprovider.Theserviceportfolioisusedtomanagetheentirelifecycleofallservices,andincludesthreecategories:servicepipeline(proposedorindevelopment),servicecatalogue(liveoravailablefordeployment)andretiredservices.See also customeragreementportfolio;serviceportfoliomanagement.
service potential ThetotalpossiblevalueoftheoverallcapabilitiesandresourcesoftheITserviceprovider.
service provider Anorganizationsupplyingservicestooneormoreinternalcustomersorexternalcustomers.ServiceproviderisoftenusedasanabbreviationforITserviceprovider.See also TypeIserviceprovider;TypeIIserviceprovider;TypeIIIserviceprovider.
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Term Definition
service provider interface (SPI) AninterfacebetweentheITserviceproviderandauser,customer,businessprocessorsupplier.Analysisofserviceproviderinterfaceshelpstocoordinateend-to-endmanagementofITservices.
service reporting Activitiesthatproduceanddeliverreportsofachievementandtrendsagainstservicelevels.Theformat,contentandfrequencyofreportsshouldbeagreedwithcustomers.
service request Aformalrequestfromauserforsomethingtobeprovided– forexample:arequestforinformationoradvice;toresetapassword;ortoinstallaworkstationforanewuser.Servicerequestsaremanagedbytherequestfulfilmentprocess,usuallyinconjunctionwiththeservicedesk.Servicerequestsmaybelinkedtoarequestforchangeaspartoffulfillingtherequest.
service sourcing Thestrategyandapproachfordecidingwhethertoprovideaserviceinternally,tooutsourceittoanexternalserviceprovider,ortocombinethetwoapproaches.Servicesourcingalsomeanstheexecutionofthisstrategy.See also insourcing;internalserviceprovider;outsourcing.
service strategy Astageinthelifecycleofaservice.Servicestrategydefinestheperspective,position,plansandpatternsthataserviceproviderneedstoexecutetomeetanorganization’sbusinessoutcomes.Servicestrategyincludesthefollowingprocesses:strategymanagementforITservices,serviceportfoliomanagement,financialmanagementforITservices,demandmanagement,andbusinessrelationshipmanagement.Althoughtheseprocessesareassociatedwithservicestrategy,mostprocesseshaveactivitiesthattakeplaceacrossmultiplestagesoftheservicelifecycle.
service transition Astageinthelifecycleofaservice.Servicetransitionensuresthatnew,modifiedorretiredservicesmeettheexpectationsofthebusinessasdocumentedintheservicestrategyandservicedesignstagesofthelifecycle.Servicetransitionincludesthefollowingprocesses:transitionplanningandsupport,changemanagement,serviceassetandconfigurationmanagement,releaseanddeploymentmanagement,servicevalidationandtesting,changeevaluation,andknowledgemanagement.Althoughtheseprocessesareassociatedwithservicetransition,mostprocesseshaveactivitiesthattakeplaceacrossmultiplestagesoftheservicelifecycle.See also transition.
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Term Definition
service validation and testing TheprocessresponsibleforvalidationandtestingofaneworchangedITservice.ServicevalidationandtestingensuresthattheITservicematchesitsdesignspecificationandwillmeettheneedsofthebusiness.
service valuation AmeasurementofthetotalcostofdeliveringanITservice,andthetotalvaluetothebusinessofthatITservice.ServicevaluationisusedtohelpthebusinessandtheITserviceprovideragreeonthevalueoftheITservice.
seven-step improvement process Theprocessresponsiblefordefiningandmanagingthestepsneededtoidentify,define,gather,process,analyse,presentandimplementimprovements.TheperformanceoftheITserviceprovideriscontinuallymeasuredbythisprocessandimprovementsaremadetoprocesses,ITservicesandITinfrastructureinordertoincreaseefficiency,effectivenessandcost-effectiveness.OpportunitiesforimprovementarerecordedandmanagedintheCSIregister.
severity of risk Thedegreetowhichtheriskcouldaffectthesituation.
simulation modelling AtechniquethatcreatesadetailedmodeltopredictthebehaviourofanITserviceorotherconfigurationitem.Asimulationmodelisoftencreatedbyusingtheactualconfigurationitemsthatarebeingmodelledwithartificialworkloadsortransactions.Theyareusedincapacitymanagementwhenaccurateresultsareimportant.Asimulationmodelissometimescalledaperformancebenchmark.See also analyticalmodelling;modelling.
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Term Definition
single point of contact Providingasingleconsistentwaytocommunicatewithanorganizationorbusinessunit.Forexample,asinglepointofcontactforanITserviceproviderisusuallycalledaservicedesk.
single point of failure (SPOF) Anyconfigurationitemthatcancauseanincidentwhenitfails,andforwhichacountermeasurehasnotbeenimplemented.Asinglepointoffailuremaybeapersonorastepinaprocessoractivity,aswellasacomponentoftheITinfrastructure.See also failure.
Six Sigma Amanagementprocessaimedatminimizingdefectsandincreasingefficiency.
SLAM chart Aservicelevelagreementmonitoring(SLAM)chartisusedtohelpmonitorandreportachievementsagainstserviceleveltargets.ASLAMchartistypicallycolour-codedtoshowwhethereachagreedserviceleveltargethasbeenmet,missedornearlymissedduringeachoftheprevious12months.
snapshot Thecurrentstateofaconfigurationitem,processoranyothersetofdatarecordedataspecificpointintime.Snapshotscanbecapturedbydiscoverytoolsorbymanualtechniquessuchasanassessment.See also baseline;benchmark.
soft value analysis Asubsetofvalueanalysisforaprojectthatseekstomaximizethevalueofanintangibleoutput.Commonlyassociatedwithservicedelivery.See also valueanalysis.
soft value management MoVaimedatmessy,strategicandconceptualdecision-making,withanemphasisonintegrated(ratherthanmerelycoordinated)outcomesfromprojectsandaneedforwiderinvolvement.
ITIL –Apersonwhohasaninterestinanorganization,project,ITserviceetc.Stakeholdersmaybeinterestedintheactivities,targets,resourcesordeliverables.Stakeholdersmayincludecustomers,partners,employees,shareholders,ownersetc.See also RACI.
standard Amandatoryrequirement.ExamplesincludeISO/IEC20000(aninternationalstandard),aninternalsecuritystandardforUnixconfiguration,oragovernmentstandardforhowfinancialrecordsshouldbemaintained.ThetermisalsousedtorefertoacodeofpracticeorspecificationpublishedbyastandardsorganizationsuchasISOorBSI.See also guideline.
standard change Apre-authorizedchangethatislowrisk,relativelycommonandfollowsaprocedureorworkinstruction–forexample,apasswordresetorprovisionofstandardequipmenttoanewemployee.Requestsforchangearenotrequiredtoimplementastandardchange,andtheyareloggedandtrackedusingadifferentmechanism,suchasaservicerequest.See also changemodel.
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Term Definition
statement of internal control Anarrativestatementbytheboardofdirectorsofacompanydisclosingthatthereisanongoingprocessfortheidentificationandmanagementofsignificantrisksfacedbythecompany.
statement of requirements (SOR) Adocumentcontainingallrequirementsforaproductpurchase,oraneworchangedITservice.See also termsofreference.
status Thenameofarequiredfieldinmanytypesofrecord.Itshowsthecurrentstageinthelifecycleoftheassociatedconfigurationitem,incident,problemetc.
status accounting Theactivityresponsibleforrecordingandreportingthelifecycleofeachconfigurationitem.
study leader Aqualifiedpractitionerwhoorganizesand/orfacilitatesanMoVstudyorprogrammeofstudies.Thistermisalsousedfortheindividualresponsibleforplanningandconductingastudy.
super user Auserwhohelpsotherusers,andassistsincommunicationwiththeservicedeskorotherpartsoftheITserviceprovider.SuperusersareoftenexpertsinthebusinessprocessessupportedbyanITserviceandwillprovidesupportforminorincidentsandtraining.
ITIL –AthirdpartyresponsibleforsupplyinggoodsorservicesthatarerequiredtodeliverITservices.Examplesofsuppliersincludecommodityhardwareandsoftwarevendors,networkandtelecomproviders,andoutsourcingorganizations.See also supplychain;underpinningcontract.
supplier and contract management information system (SCMIS)
Asetoftools,dataandinformationthatisusedtosupportsuppliermanagement.See also serviceknowledgemanagementsystem.
supplier management Theprocessresponsibleforobtainingvalueformoneyfromsuppliers,ensuringthatallcontractsandagreementswithsupplierssupporttheneedsofthebusiness,andthatallsuppliersmeettheircontractualcommitments.See also supplierandcontractmanagementinformationsystem.
supply chain Theactivitiesinavaluechaincarriedoutbysuppliers.Asupplychaintypicallyinvolvesmultiplesuppliers,eachaddingvaluetotheproductorservice.See also valuenetwork.
support group Agroupofpeoplewithtechnicalskills.SupportgroupsprovidethetechnicalsupportneededbyalloftheITservicemanagementprocesses.See also technicalmanagement.
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Term Definition
support hours Thetimesorhourswhensupportisavailabletotheusers.Typicallythesearethehourswhentheservicedeskisavailable.Supporthoursshouldbedefinedinaservicelevelagreement,andmaybedifferentfromservicehours.Forexample,servicehoursmaybe24hoursaday,butthesupporthoursmaybe07:00to19:00.
support office AformalorinformalgroupofpeoplewhocanprovideservicestosupporttheimplementationofMoVwithintheorganizationinitsapplicationtoprojects.
supporting service AnITservicethatisnotdirectlyusedbythebusiness,butisrequiredbytheITserviceprovidertodelivercustomer-facingservices(forexample,adirectoryserviceorabackupservice).SupportingservicesmayalsoincludeITservicesonlyusedbytheITserviceprovider.Alllivesupportingservices,includingthoseavailablefordeployment,arerecordedintheservicecataloguealongwithinformationabouttheirrelationshipstocustomer-facingservicesandotherCIs.
team leader ThepersonappointedfromtimetotimebytheseniorMoVpractitionertoberesponsibleforleadingandmanagingagroupofpeoplethroughaprocesstodeliveranoutput,e.g.ahealthcheck.
team manager Thepersonresponsiblefortheproductionofthoseproductsallocatedbytheprojectmanager(asdefinedinaworkpackage)toanappropriatequality,timescaleandatacostacceptabletotheprojectboard.Thisrolereportsto,andtakesdirectionfrom,theprojectmanager.Ifateammanagerisnotassigned,thentheprojectmanagerundertakestheresponsibilitiesoftheteammanagerrole.
terms of reference (TOR) Adocumentspecifyingtherequirements,scope,deliverables,resourcesandscheduleforaprojectoractivity.
test Anactivitythatverifiesthataconfigurationitem,ITservice,processetc.meetsitsspecificationoragreedrequirements.See also acceptance;servicevalidationandtesting.
test environment Acontrolledenvironmentusedtotestconfigurationitems,releases,ITservices,processesetc.
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Term Definition
third party Aperson,organizationorotherentitythatisnotpartoftheserviceprovider’sownorganizationandisnotacustomer–forexample,asoftwaresupplierorahardwaremaintenancecompany.Requirementsforthirdpartiesaretypicallyspecifiedincontractsthatunderpinservicelevelagreements.See also underpinningcontract.
third sector Thenot-for-profitorganizationsoutsidethepublicsector.Theseincludevolunteerorganizationsandcharities.
third-line support Thethirdlevelinahierarchyofsupportgroupsinvolvedintheresolutionofincidentsandinvestigationofproblems.Eachlevelcontainsmorespecialistskills,orhasmoretimeorotherresources.
time tolerance Thepermissibledeviationinaplan’stimethatisallowedbeforethedeviationneedstobeescalatedtothenextlevelofmanagement.Timetoleranceisdocumentedintherespectiveplan.See also tolerance.
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Term Definition
time-driven control Amanagementcontrolthatisperiodicinnature,toenablethenexthigherauthoritytomonitorprogress–e.g.acontrolthattakesplaceeverytwoweeks.PRINCE2offerstwokeytime-drivenprogressreports:checkpointreportandhighlightreport.
to-be state Thefutureplannedstateofanorganizationasdescribedbytheblueprint.
total cost of ownership (TCO) Amethodologyusedtohelpmakeinvestmentdecisions.Itassessesthefulllifecyclecostofowningaconfigurationitem,notjusttheinitialcostorpurchaseprice.See also totalcostofutilization.
total cost of utilization (TCU) Amethodologyusedtohelpmakeinvestmentandservicesourcingdecisions.TotalcostofutilizationassessesthefulllifecyclecosttothecustomerofusinganITservice.See also totalcostofownership.
total quality management (TQM) Amethodologyformanagingcontinualimprovementbyusingaqualitymanagementsystem.Totalqualitymanagementestablishesacultureinvolvingallpeopleintheorganizationinaprocessofcontinualmonitoringandimprovement.
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Term Definition
transfer cost Acosttypewhichrecordsexpendituremadeonbehalfofanotherpartoftheorganization.Forexample,theITserviceprovidermaypayforanexternalconsultanttobeusedbythefinancedepartmentandtransferthecosttothem.TheITserviceproviderwouldrecordthisasatransfercost.
Type I service provider Aninternalserviceproviderthatisembeddedwithinabusinessunit.TheremaybeseveralTypeIserviceproviderswithinanorganization.
Type II service provider AninternalserviceproviderthatprovidessharedITservicestomorethanonebusinessunit.TypeIIserviceprovidersarealsoknownassharedserviceunits.
Type III service provider AserviceproviderthatprovidesITservicestoexternalcustomers.
use case Atechniqueusedtodefinerequiredfunctionalityandobjectives,andtodesigntests.UsecasesdefinerealisticscenariosthatdescribeinteractionsbetweenusersandanITserviceorothersystem.
user acceptance Aspecifictypeofacceptancebythepersonorgroupwhowillusetheproductonceitishandedoverintotheoperationalenvironment.
user profile (UP) ApatternofuserdemandforITservices.Eachuserprofileincludesoneormorepatternsofbusinessactivity.
utility Thefunctionalityofferedbyaproductorservicetomeetaparticularneed.Utilitycanbesummarizedas‘whattheservicedoes’,andcanbeusedtodeterminewhetheraserviceisabletomeetitsrequiredoutcomes,oris‘fitforpurpose’.ThebusinessvalueofanITserviceiscreatedbythecombinationofutilityandwarranty.See also servicevalidationandtesting.
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Term Definition
utility value Theutilityvalueofanitemistheprimaryrequirementthatanindividualhasofthatitem,whichmustbeaddressedfortheitemtohaveanyworth.
validation AnactivitythatensuresaneworchangedITservice,process,planorotherdeliverablemeetstheneedsofthebusiness.Validationensuresthatbusinessrequirementsaremeteventhoughthesemayhavechangedsincetheoriginaldesign.See also acceptance;qualification;servicevalidationandtesting;verification.
value Thebenefitsdeliveredinproportiontotheresourcesputintoacquiringthem.
value analysis Amethodofanalysingvaluewithinaproduct,buildingorprocess.CommonlyabbreviatedtoVA.See also valueengineering.
value chain Asequenceofprocessesthatcreatesaproductorservicethatisofvaluetoacustomer.Eachstepofthesequencebuildsonthepreviousstepsandcontributestotheoverallproductorservice.See also valuenetwork.
value driver Afunctionthatmustbedeliveredtocontributetotheprojectobjectives.Valuedriversmust,inaggregate,benecessaryandsufficienttoachievetheprojectobjectivesinfull.Aprimaryvaluedriverisequivalenttoaprimaryfunction.
value engineering Amethodofmaximizingvaluewithinadesign.CommonlyabbreviatedtoVE.See also valueanalysis.
value for money Aninformalmeasureofcost-effectiveness.Valueformoneyisoftenbasedonacomparisonwiththecostofalternatives.See also cost–benefitanalysis.
value-for-money ratio Theratioofbenefits,monetaryornon-monetary,toinvestmentmadeorresourcescommitted.Ameasureofvalueformoney.
value index Ameasureofhowwellanoption,projectorproductsatisfiesanindividualvaluedriverortheaggregateofallvaluedrivers.Itrepresentsameasureofcustomersatisfaction.
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Term Definition
value management Widelyusedtermthatissynonymouswithmanagementofvalue(MoV).Asystematicmethodtodefinewhatvaluemeansfororganizations,andtocommunicateitclearlytomaximizevalueacrossportfolios,programmes,projectsandoperations.
value metrics Attributesusedformeasuringperformanceagainstvaluedrivers.
value network Acomplexsetofrelationshipsbetweentwoormoregroupsororganizations.Valueisgeneratedthroughexchangeofknowledge,information,goodsorservices.See also partnership;valuechain.
value on investment (VOI) Ameasurementoftheexpectedbenefitofaninvestment.Valueoninvestmentconsidersbothfinancialandintangiblebenefits.See also returnoninvestment.
value profile Arepresentationoftherelativeimportanceoftheprimaryvaluedriverstotheclientbodyandendusers.
value ratio Theratiobetweenbenefits,monetaryornon-monetary,andexpenditureofresources.Ameasureofvalue.
value score Theproductoftheperformanceofanoptionorproposal,assessedonascaleof1–10,andtheweightingofavaluedriveragainstwhichitisbeingassessed.
value tree Adiagramthatshowstherelationshipbetween,andthehierarchyof,valuedrivers.
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Term Definition
verification AnactivitythatensuresthataneworchangedITservice,process,planorotherdeliverableiscomplete,accurate,reliableandmatchesitsdesignspecification.See also acceptance;validation;servicevalidationandtesting.
verification and audit Theactivitiesresponsibleforensuringthatinformationintheconfigurationmanagementsystemisaccurateandthatallconfigurationitemshavebeenidentifiedandrecorded.Verificationincludesroutinechecksthatarepartofotherprocesses–forexample,verifyingtheserialnumberofadesktopPCwhenauserlogsanincident.Auditisaperiodic,formalcheck.
ITIL –Adescriptionofwhattheorganizationintendstobecomeinthefuture.Avisioniscreatedbyseniormanagementandisusedtohelpinfluencecultureandstrategicplanning.See also mission.
vital business function (VBF) Partofabusinessprocessthatiscriticaltothesuccessofthebusiness.Vitalbusinessfunctionsareanimportantconsiderationofbusinesscontinuitymanagement,ITservicecontinuitymanagementandavailabilitymanagement.
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Term Definition
warranty Assurancethataproductorservicewillmeetagreedrequirements.Thismaybeaformalagreementsuchasaservicelevelagreementorcontract,oritmaybeamarketingmessageorbrandimage.Warrantyreferstotheabilityofaservicetobeavailablewhenneeded,toprovidetherequiredcapacity,andtoprovidetherequiredreliabilityintermsofcontinuityandsecurity.Warrantycanbesummarizedas‘howtheserviceisdelivered’,andcanbeusedtodeterminewhetheraserviceis‘fitforuse’.ThebusinessvalueofanITserviceiscreatedbythecombinationofutilityandwarranty.See also servicevalidationandtesting.
work in progress (WIP) Astatusthatmeansactivitieshavestartedbutarenotyetcomplete.Itiscommonlyusedasastatusforincidents,problems,changesetc.
work instruction Adocumentcontainingdetailedinstructionsthatspecifyexactlywhatstepstofollowtocarryoutanactivity.Aworkinstructioncontainsmuchmoredetailthanaprocedureandisonlycreatedifverydetailedinstructionsareneeded.
work order Aformalrequesttocarryoutadefinedactivity.Workordersareoftenusedbychangemanagementandbyreleaseanddeploymentmanagementtopassrequeststotechnicalmanagementandapplicationmanagementfunctions.
work package Thesetofinformationrelevanttothecreationofoneormoreproducts.Itwillcontainadescriptionofthework,theproductdescription(s),detailsofanyconstraintsonproduction,andconfirmationoftheagreementbetweentheprojectmanagerandthepersonorteammanagerwhoistoimplementtheworkpackagethattheworkcanbedonewithintheconstraints.
zero-based cost centre Similartoacostcentre,exceptthatthedivision,businessunitorpartoftheorganizationcross-chargesotherpartsoftheorganizationforsomeorallofitsservicesoractivitiestoachieveaspendofzerowhenitscostsandincomefromcross-chargingareaddedup.