| A,B |
|
| Absorbed
Overhead |
Overhead
which, by means of absorption rates, is included in the costs of specific
products or salable services, in a given period of time. Under or
over-absorbed overhead � the difference between the overhead cost
incurred and the overhead cost absorbed: it may be split into its
two constituent parts for control purposes |
| Alert |
A
warning that an incident has occurred |
| Attribute |
Characteristic
of a CI held in the CMDB |
| Base
Line |
A
snapshot of the state of a CI and any component CIs frozen at a point
in time, for a particular purpose |
| Baseline |
Snapshot
of the state of a CI and related CIs at a point in time |
| BQF |
British
Quality Foundation � a formalized approach to Total Quality Management
(Best practice in processes) |
| C |
|
| CAB |
Change
Advisory Board � made up of the customers and IT to assess all changes
to the IT infrastructure/service for resource requirements and impact
analysis |
| CAB/EC |
Executive
Committee, an emergency meeting of the CAB, with reduced numbers of
members to consider urgent changes |
| Capacity
Planning |
Process
to provide plans and reports to meet current and future business workloads |
| Capital
Cost |
Fixed
asset, can be buildings, hardware or software; value depreciates over
time. Usually a fixed cost |
| CCTA |
Central
Computers and Telecommunications Agency responsible for producing
and maintaining ITIL |
| CFIA |
Component
Failure Impact Analysis |
| Change
Management |
Process
of controlling changes to the infrastructure or services with minimum
disruption |
| Change
Record |
Record
containing details of changes to affected Cis |
| Charging |
The
process of establishing charges and raising invoices for recovery
of costs |
| CMDB |
Configuration
Management Database � contains all relevant details of each CI and
relationships between them |
| Cold
Start � Fixed Center |
An
empty computer room on a fixed site, with power, environmental controls
and telecommunications, but no IT equipment for use in an emergency |
| Cold
Start � Portable Center |
An
empty computer in portable accommodation, with power, environmental
controls and telecommunications, but no IT equipment for use in an
emergency |
| CI
- Configuration Items |
CI
� a component of the infrastructure that may be categorized as hardware,
software, documentation, people, environment, services or data files |
| Configuration
Management |
The
process of identifying, defining, recording and verifying CIs within
a system and reporting their status and requests for change of Cis |
| Contingency
Plan |
Plan
detailing actions and procedures to be followed in the event of a
disaster |
| Contract |
Document
between two bodies (for example, with external suppliers) with separate
legal existence |
| Cost |
Amount
of expenditure (actual or notional) to a specific activity or unit |
| Cost
Center |
IT
is budgeted and there is soft charging for specific services; it is
concerned with input and output costs |
| Cost
Management |
Process
of costing and charging for IT services |
| Cost
Unit |
Functional
cost unit, generally equipment, software, organization, accommodation
or transfer costs |
| Costing |
The
process of identifying the costs of the business and relating the
to business units or activities |
| CRAMM |
CCTA
Risk Analysis Management Methodology |
| D,F,H |
|
| DBMS |
Data
Base Management System |
| Delta
Release |
Release
of software including only those CIs that have changed since the last
version |
| Direct
Cost |
A
cost which can be traced in full to a product, service, cost center
or department |
| DSL |
Definitive
Software Library � a secure library where versions of software Cis
are controlled |
| Fortress
Approach |
IT
site is made as disaster-proof as possible � contingency planning |
| FTA |
Fault
Tree Analysis |
| Full
Absorption Costing |
A
principle where fixed and variable costs are allocated to cost units
and overhead costs are absorbed according to activity levels |
| Full
Release |
A
release replacing all components of a release unit regardless of whether
all CIS have changed since last release |
| Help
Desk |
Single
point of contact for customers, interface with IT department |
| Hot
Start -- Internal |
A
computer hall preferably away from home site with full hardware configuration
compatible with normal use for emergency use |
| Hot
Start � External |
Computer
hall away from home site for an emergency with full hardware configuration
compatible with normal use, provided by commercial company |
| I |
|
| Impact |
A
measure of the scale of an incident or problem |
| Incident |
An
event which is not part of standard operation and may cause disruption
to, or a reduction of, service or customer productivity |
| Indirect
Cost |
A
cost incurred which cannot be directly attributed in full to a single
product, service or department; incurred for a number of cost units
or cost centers |
| ISEB |
Information
Systems Examination Board for the UK which administers and awards
IT qualifications including foundation certification in IT Service
Management |
| ISO
9000 |
Guidelines
and assurance of processes and procedure standards for quality assurance
systems |
| ITEC |
IT
Executive Committee � similar to the Senate or a Steering Committee |
| ITIL |
IT
Infrastructure Library |
| ITSM |
IT
Service Management (collection of operational and tactical ITIL processes) |
| itSMF |
IT
Service Management Forum � ITIL User Group |
| K,
L, M |
|
| Known
Error |
A
condition identified by successful diagnosis of the root cause of
a problem when a CI is at fault |
| Live
Build Environment |
Part
of the computer system used to build software releases for live use
� test lab |
| Live
Environment |
Part
of the computer system used to run software in live use � pilot |
| Maintainability |
Ability
of component or service to return to a state in which the desired
functionality will be provided again |
| Metrics |
Measurements
� facts gathered from objective measurement, usually numerical, to
improve the management and quality of a process |
| Mobile
Hot Start |
Trailer
containing computer room fitted with environment services that can
be called upon in an emergency, provided by commercial company |
| MTBF |
Mean
Time Between Failures � average time between restoration of service
following an incident and another incident occurring |
| MTBSI |
Mean
Time Between System Incidents � average time between incident occurrences |
| MTTR |
Mean
Time to Repair � average down time between an incident occurring and
restoration of service/the system |
| O,P |
|
| OLA |
Operational
Level Agreement � internal agreement concerned with the delivery of
IT services with IT support |
| Package
Release |
A
release of a number of software CIs released together |
| Performance
Management |
Ensuring
that technical resources in the infrastructure provide the best possible
value for money |
| PRINCE |
Project
IN Controlled Environments (used as a project methodology for implementing
ITIL) |
| Priority |
The
"score" given to an incident or problem to indicate importance
and time frame based upon impact + urgency |
| Problem |
A
condition caused by multiple common incidents or a single significant
incident for which the cause in unknown |
| Profit
Center |
IT
is run as a business with profit objectives |
| R |
|
| Reciprocal
Arrangement |
2
organizations running on compatible infrastructure provide each other
with IT resources in an emergency � contingency planning |
| Release
Numbering |
Each
release is allocated a release number |
| Release
Unit |
The
level at which software of a given type is normally released |
| Reliability |
Ability
of component to deliver desired functionality for a given period of
time and under certain conditions |
| Resilience |
Ability
of service to keep running where one or more components have failed |
| Resource
Management |
Ensuring
that adequate resources are available and functional at the required
time |
| Revenue
Cost |
Also
called running cost, value diminished with usage, such as paper or
salaried. Usually a variable cost |
| RFC |
Request
for Change � form or screen to record details of a request for change
to a CI/CI's associated with the infrastructure or service |
| Risk
Analysis |
The
management of risks to assets: the selection and use of countermeasures |
| S |
|
| SC&D |
Software
Control and Distribution |
| Security
(Availability) |
Confidentiality,
Integrity and Availability of CS |
| Service
Catalogue |
Written
statement of services |
| Service
Center |
Full
recovery of costs is obtained |
| Service
Hours |
Hours
in which the service is available |
| Service
Management |
Managing
services to meet customer�s requirements |
| Serviceability |
Contractual
term used to define the support received from an external supplier |
| Severity
Code |
A
simple code assigned to problems and known errors, indicating the
seriousness of their effect on the quality of IT service. It is the
major means of assigning priority for resolution |
| SLA |
Service
Level Agreement � written agreement between a service provider and
customers which documents agreed to service levels for a service |
| SLM |
Service
Level Management � process of defining, agreeing, documenting and
managing levels of customer service that are required and cost justified |
| SLR |
Service
Level Requirements � expressed by the customer, inputs into negotiations
towards SLA |
| SSADM |
Structured
Systems Analysis & Design Methodology |
| Status
Accounting |
Records
the state of CIS at a given time |
| Support
Center |
IT
is seen as an overhead and no charges are levied; it is concerned
with input costs |
| Support
Hours |
Hours/times
for which support is available (for example, Help Desk availability
times) |
| T,U,V,W |
|
| TAB |
Technical
Advisory Board � reviews solution prior to going thorough CAB (not
an ITIL term) |
| Test
Build Environment |
Part
of the computer system used to build software releases for operational
acceptance testing (Crash and Burn Lab) |
| Urgency |
A
measure of business criticality of an incident or problem where there
is an effect upon business deadlines |
| Variant |
CI
with the same functionality as another CI but different in some small
way |
| Verification |
Configuration
Mgmt. � ensuring the CMDB and physical CIs are synchronized |
| Workload
Management |
Determining
resource profiles needed to process current and future business workloads |
| Workloads |
Workloads
in the context of capacity management modeling are a set of forecasts
which detail the estimated resource usage over agreed planning horizons.
Workloads generally represent discrete business applications and can
be further subdivided into types of work: interactive, timesharing,
batch |
