Glossary

 Asset
Asset Managament
Asset Register
Attribute
Audit
Authority Matrix
Automatic Call Distribution (ACD)
Availability
Availability Management
Availability Management Information System (AMIS)
Analytical Modelling
Application
Application Management
Application Portfolio
Application Service Provider (ASP)
Application Sizing
Architecture
Assembly
Assessment
Acceptance
Access Management
Account Manager
Accounting
Accredited
Active Monitoring
Activity
Agreed Service Time
Agreement
Alert
Availability Plan
Backup
Balanced Scorecard
Baseline
Benchmark
Benchmarking
Best Practice
Brainstorming
British Standards Institution (BSI)
Budget
Budgeting
Build
Build Environment
Business
Business Capacity Management (BCM)
Business Case
Business Continuity Management (BCM)
Business Continuity Plan (BCP)
Business Customer
Business Impact Analysis (BIA)
Business Objective
Business Operations
Business Perspective
Business Process
Business Relationship Management
Business Relationship Manager (BRM)
Business Service
Business Service Managemenet (BSM)
Business Unit
Call
Call Centre
Call Type
Capability
Capability Maturity Model (CMM)
Capability Maturity Model Integration (CMMI)
Capacity
Capacity Management
Capacity Management Information System (CMIS)
Capacity Plan
Capacity Planning
Capital Expenditure (CAPEX)
Capital Item
Capitalization
Category
Certification
Change
Change Advisory Board (CAB)
Change Case
Change History
Change Management
Change Model
Change Record
Change Schedule
Change Window
Charging
Chronological Analysis
Cl Type
Classification
Client
Closed
Closure
COBIT
Code of Practice
Cold Standby
Commercial off the Shelf (COTS)
Compliance
Component
Component Capacity Management (CCM)
Component CI
Component Failure Impact Analysis (CFIA)
Computer Telephony Integration (CTI)
Concurrency
Confidentiality
Configuration
Configuration Baseline
Configuration Control
Configuration Identification
Configuration Item (CI)
Configuration Management
Configuration Management Database (CMDB)
Configuration Management System (CMS)
Configuration Record
Configuration Structure
Continual Service Improvement (CSI)
Continuous Availability
Continuous Operation
Contract
Contract Portfolio
Control
Control perspective
Control Processes
Core Service
Core Service Package (CSP)
Cost
Cost Benefit Analysis
Cost Centre
Cost Effectiveness
Cost Element
Cost Management
Cost Type
Cost Unit
Countermeasure
Course Corrections
CRAMM
Crisis Management
Critical Success Factor (CSF)
Culture
Customer
Customer Portfolio
Dashboard
Data-to-Information-to-Knowledge-to-Wisdom (DIKW)
Definitive Media Library (DML)
Deliverable
Demand Management
Dependency
Deployment
Depreciation
Design
Detection
Development
Development Environment
Diagnosis
Diagnostic Script
Differential Charging
Direct Cost
Directory Service
Do Nothing
Document
Downtime
Driver
Early Life Support
Economies of scale
Economies of scope
Effectiveness
Efficiency
Emergency Change
Emergency Change Advisory Board (ECAB)
Environment
Error
Escalation
eSourcing Capability Model for Client Organizations (eSCM-CL)
eSourcing Capability Model for Service Providers (eSCMSP)
Estimation
Evaluation
Event
Event Management
Exception Report
Expanded Incident Lifecycle
External Customer
External Metric
External Service Provider
External Sourcing
Facilities Management
Failure
Failure Modes and Effects Analysis (FMEA)
Fast Recovery
Fault Tolerance
Fault Tree Analysis (FTA)
Financial Management
First-line Support
Fit for Purpose
Fixed Cost
Fixed Facility
Follow the Sun
Fulfilment
Function
Functional Escalation
Gap Analysis
Governance
Gradual Recovery
Guideline
Help Desk
Hierarchic Escalation
High Availability
Hot Standby
Identity
Immediate Recovery
Impact
Incident
Incident Management
Incident Record
Indirect Cost
Information Security Management (ISM)
Information Security Management System (ISMS)
Information Security Policy
Information Technology (IT)
Infrastructure Service
Insourcing
Integrity
Interactive Voice Response (IVR)
Intermediate Recovery
Internal Customer
Internal Metric
Internal Rate of Return (IRR)
Internal Service Provider
Internal Sourcing
International Organization for Standardization (ISO)
Internet Service Provider (ISP)
Invocation
Ishikawa Diagram
ISO 9000
ISO 9001
ISO/IEC 17799
ISO/IEC 20000
ISO/IEC 27001
IT Directorate
IT Infrastructure
IT Operations
IT Operations Control
IT Operations Management
IT Service
IT Service Continuity Management (ITSCM)
IT Service Continuity Plan
IT Service Management (ITSM)
IT Service Management Forum (itSMF)
IT Service Provider
IT Steering Group (ISG)
ITIL
Job Description
Job Scheduling
Kano Model
Kepner & Tregoe Analysis
Key Performance Indicator (KPI)
Knowledge Base
Knowledge Management
Known Error
Known Error Database (KEDB)
Known Error Record
Lifecycle
Line of Service (LOS)
Live
Live Environment
Maintainability
Major Incident
Managed
Management Information
Management of Risk (MoR)
Management System
Manual Workaround
Marginal Cost
Market Space
Maturity
Maturity Level
Mean Time Between Failures (MTBF)
Mean Time Between Service Incidents (MTBSI)
Mean Time To Repair (MTTR)
Mean Time to Restore Service (MTRS)
Metric
Middleware
Mission Statement
Model
Modelling
Monitor Control Loop
Monitoring
Near-Shore
Net Present Value (NPV)
Notional Charging
Objective
Office of Government Commerce (OGC)
Office of Public Sector Information (OPSI)
Off-shore
On-shore
Operate
Operation
Operational
Operational Cost
Operational Level Agreement (OLA)
Operations Bridge
Operations Control
Operations Management
Opportunity Cost
Optimise
Organisation
Outcome
Outsourcing
Overhead
Pain Value Analysis
Pareto Principle
Partnership
Passive Monitoring
Pattern of Business Activity (PBA)
Percentage
Performance
Performance Anatomy
Performance Management
Pilot
Plan
Plan-Do-Check-Act
Planned Downtime
Planning
PMBOK
Policy
Portable Facility
Post Implementation Review (PIR)
Practice
Prerequisite for Success (PFS)
Pricing
PRINCE2
Priority
Proactive Monitoring
Proactive Problem Management
Problem
Problem Management
Problem Record
Procedure
Process
Process Control
Process Manager
Process Owner
Production Environment
Profit Centre
pro-forma
Programme
Project
Projected Service Outage (PSO)
PRojects IN Controlled Environments (PRINCE2)
Qualification
Quality
Quality Assurance (QA)
Quality Management System (QMS)
Quick Win
RACI
Reactive Monitoring
Reciprocal Arrangement
Record
Recovery
Recovery Option
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Redundancy
Relationship
Relationship Processes
Release
Release and Deployment Management
Release Identification
Release Management
Release Process
Release Record
Release Unit
Release Window
Reliability
Remediation
Repair
Request for Change (RFC)
Request Fulfilment
Requirement
Resilience
Resolution
Resolution Processes
Resource
Response Time
Responsiveness
Restore
Retire
Return on Investment (ROI)
Return to Normal
Review
Rights
Risk
Risk Assessment
Risk Management
Role
Rollout
Root Cause
Root Cause Analysis (RCA)
Scalability
Scope
Second-line Support
Security Management
Security Policy
Separation of Concerns (SoC)
Server
Service
Service Acceptance Criteria (SAC)
Service Analytics
Service Asset
Service Asset and Configuration Management (SACM)
Service Capacity Management (SCM)
Service Catalogue
Service Continuity Management
Service Contract
Service Culture
Service Design
Service Design Package
Service Desk
Service Failure Analysis (SFA)
Service Hours
Service Improvement Plan (SIP)
Service Knowledge Management System (SKMS)
Service Level
Service Level Agreement (SLA)
Service Level Management (SLM)
Service Level Package (SLP)
Service Level Requirement (SLR)
Service Level Target
Service Maintenance Objective
Service Management
Service Management Lifecycle
Service Manager
Service Operation
Service Owner
Service Package
Service Pipeline
Service Portfolio
Service Portfolio Management (SPM)
Service Potential
Service Provider
Service Provider Interface (SPI)
Service Provisioning Optimization (SPO)
Service Reporting
Service Request
Service Sourcing
Service Strategy
Service Transition
Service Utility
Service Validation and Testing
Service Valuation
Service Warranty
Serviceability
Shift
Simulation modelling
Single Point of Contact
Single Point of Failure (SPOF)
SLAM Chart
SMART
Snapshot
Source
Specification
Stakeholder
Standard
Standard Change
Standard Operating Procedures (SOP)
Standby
Statement of requirements (SOR)
Status
Status Accounting
Storage Management
Strategic
Strategy
Super User
Supplier
Supplier and Contract Database (SCD)
Supplier Management
Supply Chain
Support Group
Support Hours
Supporting Service
SWOT Analysis
System
System Management
Tactical
Tag
Technical Management
Technical Observation (TO)
Technical Service
Technical Support
Tension Metrics
Terms of Reference (TOR)
Test
Test Environment
Third Party
Third-line Support
Threat
Threshold
Throughput
Total Cost of Ownership (TCO)
Total Cost of Utilization (TCU)
Total Quality Management (TQM)
Transaction
Transition
Transition Planning and Support
Trend Analysis
Tuning
Type I Service Provider
Type II Service Provider
Type III Service Provider
Underpinning Contract (UC)
Unit Cost
Urgency
Usability
Use Case
User
User Profile (UP)
Utility
Validation
Value Chain
Value for Money
Value Network
Value on Investment (VOI)
Variable Cost
Variable Cost Dynamics
Variance
Verification
Verification and Audit
Version
Vision
Vital Business Function (VBF)
Vulnerability
Warm Standby
Warranty
Work in Progress (WIP)
Work Instruction
Workaround
Workload