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Glossary Of Terms

ITSM Glossary of Terms

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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)
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
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
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
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
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
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)
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

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