Assets
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Business resources
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Asset Management
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An accounting process for monitoring depreciation on assets whose purchase price exceeds a defined limit
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Attributes
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Details that uniquely identify CIs such as location, version number, serial number, etc.
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Baseline
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A product or system established at a specific point in time, which captures both the structure and the details of that product or system and can be rebuilt at a later date
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Call Center
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Handles large call volumes of telephone-based transactions (see Help Desk and Service Desk)
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Change
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An action that results in a new status for one or more IT infrastructure CIs
Major – Characterized as having substantial impact, and/or a vast amount of 'build' or 'runtime' required resources and approved by the Management Board
Minor – Characterized as having little impact with few 'build' or additional 'runtime' resources needed and approved by the Change Manager
Significant – Characterized as having complex or considerable impact, and/or 'build' or 'runtime' required resources and approved by the CAB
Standard – Characterized as being pre-approved changes to the infrastructure that follows an established path and is relatively common, i.e. adding new standard desktop for new employee
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Change Advisory Board (CAB)
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A select group of people, including representatives from IT and the business, with the decision authority for Significant Changes
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Change Advisory Board Emergency Committee (CAB/EC)
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A subset of a full CAB and handles Urgent Changes that cannot wait for convening of the full CAB. Urgent Changes should be minimized due to disruption to infrastructure and high incidence of failure.
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CI / Configuration Item
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A component of an infrastructure or item, such as a request for change, associated with an infrastructure, that is (or is to be) under the control of Configuration Management
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CI Level
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The degree of detail selected to describe each CI
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CMDB
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A database which holds a record of all CIs associated with IT infrastructure
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Definitive Software Library
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A secure software compound where all authorized versions of software are kept
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Definitive Hardware Store
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An area set aside for the secure storage of hardware spares
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Forward Schedule of Changes (FSC)
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A schedule that contains details of all changes approved and their proposed implementation dates and maintained by the CAB
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Help Desk
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Manages, coordinates, and resolves Incidents as quickly as possible with links to Configuration Management and knowledge tools (see Service Desk and Call Center)
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Incident
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Any event which is not part of the standard operation of a service, and which causes, or may cause an interruption to, or a reduction in, the quality of that service
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Infrastructure
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Includes hardware, software, and any associated documentation
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Known Error
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A condition identified by successful diagnosis of the root cause of a problem, when it is confirmed which CI is at fault
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Problem
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A condition identified by multiple incidents exhibiting common symptoms, or from one single significant incident, indicative of a single error, for which the cause is unknown
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Relationships
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A description of the interfaces that exist between CIs in the infrastructure
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Release
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Collection of authorized changes to an IT service and is defined by the RFC that it implements; typically consisting of a number of problem fixes and enhancements to the service
Delta – Only the CIs within the release unit that have changed or are new since the last full or delta release
Full – All components of the release unit are built, tested, distributed and implemented together
Package – Includes at least two releases, i.e.: a delta and a full may be grouped together
Emergency – Normally containing the corrections to a small number of Known Problems
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Release Unit
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The general aim of a Release Unit is to decide the most appropriate release-unit level for each software item or type of software
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Release Policy
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A document that defines the roles and responsibilities for Release Management, specifying guidelines and details for each supported system or IT service
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Request for Change (RFC)
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Form or screen used to record details of an RFC
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Scope
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The range of responsibility covered by Configuration Management
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Service Desk
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Handles Incidents, Problems, and questions and is integrated into other Service Management processes and overall business processes
Expert Service Desk – Has specialist knowledge of the full IT infrastructure and the expertise to resolve most incidents independently
Skilled Service Desk – Using documented solutions, this Service Desk can resolve many disruptions of service, while some disruptions are routed to support teams
Unskilled Service Desk – Calls are recorded, described in general terms, and immediately routed
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Service Request
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An Incident category which includes, for example, requests for information and/or advice and/or documentation
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Single Point of Contact (SPOC)
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Service Desk provides advice, guidance, and rapid restoration of normal service provision to customers
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Version
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An identified instance of a Configuration Item within a product breakdown structure or configuration structure for the purpose of tracking and auditing change history
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Workaround
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Method of avoiding an incident or problem, either from a temporary fix or from a technique that means that the customer is not reliant on a particular aspect of a service that is known to have a problem
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Workflow Position
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The status of an Incident reflecting its current position in its lifecycle
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Workload
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The time and effort expended on any part of an incident resolution
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