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FA2517-15-R-7001
Appendix C, Glossary
NORAD and USNORTHCOM (N-NC) Information Technology Service Management (N2ITSM)
Peterson AFB, CO
Performance Work Statement
(PWS)
Appendix C - Glossary
Current as of: 1 February 2015
Appendix C - Glossary
- A -
| Acceptance |
| Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage of a Project or Process. |
See Service Acceptance Criteria.
| Access Management |
| (Service Operation) The Process responsible for allowing Users to make use of IT Services, data, or other Assets. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets. Access Management is sometimes referred to as Rights Management or Identity Management. |
| Accounting |
| (Service Strategy) The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget. |
| Accreditation |
| Official DAA authorization to place an automated system into operation. |
| Accredited |
| Officially authorized to carry out a Role. For example an Accredited body may be authorized to provide training or to conduct Audits. |
| Active Monitoring |
| (Service Operation) Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status. |
See Passive Monitoring.
| Activity |
| A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans, and are documented in Procedures. |
| Administrative Requirements |
| Network requirements accomplished remotely that do not require the service provider to go on-site to the customer location. |
| Advisory Publication (A in this PWS |
| An advisory publication is included in the contract to provide information only. An advisory publication is not directive upon the Contractor. If an advisory publication requires compliance with one or more publications or parts of other publications, the referenced publication(s) or referenced part(s) is/are neither mandatory nor advisory upon the Contractor unless the reference document is included in This PWS. |
| Agreed Service Time |
| (Service Design) A synonym for Service Hours, commonly used in formal calculations of Availability. See Downtime. |
| Agreement |
| A Document that describes a formal understanding between two or more parties. An Agreement is not legally binding, unless it forms part of a Contract. |
See Service Level Agreement, Operational Level Agreement.
| Alert |
| (Service Operation) A warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools and are managed by the Event Management Process. |
| Analytical Modeling |
| (Service Strategy) (Service Design) (Continual Service Improvement) A technique that uses mathematical Models to predict the behavior of a Configuration Item or IT Service. Analytical Models are commonly used in Capacity Management and Availability Management. |
See Modeling.
| Application |
| Software that provides Functions that are required by an IT Service. Each Application may be part of more than one IT Service. An Application runs on one or more Servers or Clients. |
See Application Management, Application Portfolio.
| Application Management |
| (Service Design) (Service Operation) The Function responsible for managing Applications throughout their Lifecycle. |
| Application Portfolio |
| (Service Design) A database or structured Document used to manage Applications throughout their Lifecycle. The Application Portfolio contains key Attributes of all Applications. The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the Configuration Management System. |
| Application Service Provider (ASP) |
| (Service Design) An External Service Provider that provides IT Services using Applications running at the Service Provider's premises. Users access the Applications by network connections to the Service Provider. |
| Application Sizing |
| (Service Design) The Activity responsible for understanding the Resource Requirements needed to support a new Application, or a major Change to an existing Application. Application Sizing helps to ensure that the IT Service can meet its agreed Service Level Targets for Capacity and Performance. |
| Approval To Operate |
| Concurrence by the DAA that minimum-security requirements are met and provide an acceptable level of risk to the network. |
| Architecture |
| (Service Design) The structure of a System or IT Service, including the Relationships of Components to each other and to the environment they are in. Architecture also includes the Standards and Guidelines which guide the design and evolution of the System. |
| Assembly |
| (Service Transition) A Configuration Item that is made up from a number of other CIs. For example a Server CI may contain CIs for CPUs, Disks, Memory etc.; an IT Service CI may contain many Hardware, Software and other CIs. |
See Component CI, Build.
| Assessment |
| Inspection and analysis to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. |
See Audit.
| Asset |
| (Service Strategy) Any Resource or Capability. Assets of a Service Provider include anything that could contribute to the delivery of a Service. Assets can be one of the following types: Management, Organization, Process, Knowledge, People, Information, Applications, Infrastructure, and Financial Capital. |
| Asset Management |
| (Service Transition) Asset Management is the Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle. Asset Management is part of an overall Service Asset and Configuration Management Process. |
See Asset Register.
| Attribute |
| (Service Transition) A piece of information about a Configuration Item. Examples are name, location, Version number, and Cost. Attributes of CIs are recorded in the Configuration Management Database (CMDB). |
See Relationship.
| Audit |
| Formal inspection and verification to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. An Audit may be carried out by internal or external groups. |
See Certification, Assessment.
| Authority Matrix |
| Synonym for RACI. |
| Availability |
| (Service Design) Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability, Maintainability, Serviceability, Performance, and Security. Availability is usually calculated as a percentage. This calculation is often based on Agreed Service Time and Downtime. It is Best Practice to calculate Availability using measurements of the Business output of the IT Service. |
| Availability Management |
| (Service Design) The Process responsible for defining, analyzing, Planning, measuring and improving all aspects of the Availability of IT Services. Availability Management is responsible for ensuring that all IT Infrastructure, Processes, Tools, Roles etc are appropriate for the agreed Service Level Targets for Availability. |
| Availability Management Information System (AMIS) |
| (Service Design) A virtual repository of all Availability Management data, usually stored in multiple physical locations. |
See Service Knowledge Management System.
| Availability Plan |
| (Service Design) A Plan to ensure that existing and future Availability Requirements for IT Services can be provided Cost Effectively. |
- B -
| Back-out |
| Synonym for Remediation. |
| Backup |
| (Service Design) (Service Operation) Copying data to protect against loss of Integrity or Availability of the original. |
| Base Information Transfer System (BITS) |
| The total system that collects, processes, and delivers administrative communications and containers between activity distribution offices and organizations on AF installations and receives and dispatches mail and small parcels from the servicing post offices. |
| Baseline |
| (Continual Service Improvement) A Benchmark used as a reference point. For example: |
• An ITSM Baseline can be used as a starting point to measure the effect of a Service Improvement Plan
• A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service
• A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or Release fails
| Benchmark |
| (Continual Service Improvement) The recorded state of something at a specific point in time. A Benchmark can be created for a Configuration, a Process, or any other set of data. For example, a benchmark can be used in: |
• Continual Service Improvement, to establish the current state for managing improvements.
• Capacity Management, to document Performance characteristics during normal operations.
• See Benchmarking, Baseline.
| Benchmarking |
| (Continual Service Improvement) Comparing a Benchmark with a Baseline or with Best Practice. The term Benchmarking is also used to mean creating a series of Benchmarks over time, and comparing the results to measure progress or improvement. |
| Best Practice |
| Proven Activities or Processes that have been successfully used by multiple Organizations. ITIL is an example of Best Practice. |
| Bidder’s Library |
| Contains historical requirements documentation in a centralized location. The Bidders Library includes: |
· Government-furnished equipment/property
· Maintenance instructions
· Schematics, specifications, red-line drawings, blue prints
· OIs, SLAs, MOAs, MOUs
· Meeting minutes
· Engineering change proposals
· Master Document Listing
· Documentation resulting from PWS requirements
| Bidder's Library |
| Allows bidding Contractors access to all applicable documentation in a centralized location. The content of the Bidders Library includes items such as the following: 1. GFE/GFP listings 2. Maintenance instructions 4. Maintenance work load and work load estimate (high level) 4. Schematics, specifications, red-lined drawings, blue prints 5. Operating Instructions (OIs), Service Level Agreements (SLAs), Memorandums of Agreement (MOAs), Memorandums of Understanding (MOUs), etc. 6. Copies of the weekly O&M meeting minutes 7. Communications-Computer Systems Installation Records (CSIRs) 8. Accepted engineering change proposals 9. Master Document Listing 10. All documentation that is deliverable based on the requirements of the PWS (CDRLs) Upon contract award, the Bidder's Library becomes a Technical Library. (definitions only - no direction to the ktr) |
| Blanket Purchase Agreement (BPA) |
| A simplified method of filling anticipated repetitive needs for small quantities of supplies. BPAs are designed to reduce administrative costs in making small purchases by eliminating the need for issuing individual purchase documents. The Government is obligated only when a call is placed against a BPA. |
| Brainstorming |
| (Service Design) A technique that helps a team to generate ideas. Ideas are not reviewed during the Brainstorming session, but at a later stage. Brainstorming is often used by Problem Management to identify possible causes. |
| Budget |
| A list of all the money an Organization or Business Unit plans to receive, and plans to pay out, over a specified period of time. |
See Budgeting, Planning.
| Budgeting |
| The Activity of predicting and controlling the spending of money. Consists of a periodic negotiation cycle to set future Budgets (usually annual) and the day-to-day monitoring and adjusting of current Budgets. |
| Build |
| (Service Transition) The Activity of assembling a number of Configuration Items to create part of an IT Service. The term Build is also used to refer to a Release that is authorized for distribution. For example Server Build or laptop Build. |
See Configuration Baseline.
| Build Environment |
| (Service Transition) A controlled Environment where Applications, IT Services and other Builds are assembled prior to being moved into a Test or Live Environment. |
| Business |
| (Service Strategy) An overall corporate entity or Organization formed of a number of Business Units. In the context of ITSM, the term Business includes public sector and not-for-profit organizations, as well as companies. An IT Service Provider provides IT Services to a Customer within a Business. The IT Service Provider may be part of the same Business as their Customer (Internal Service Provider), or part of another Business (External Service Provider). |
| Business Capacity Management (BCM) |
| (Service Design) In the context of ITSM, Business Capacity Management is the Activity responsible for understanding future Business Requirements for use in the Capacity Plan. |
See Service Capacity Management.
| Business Case |
| (Service Strategy) Justification for a significant item of expenditure. Includes information about Costs, benefits, options, issues, Risks, and possible problems. |
See Cost Benefit Analysis.
| Business Continuity Management (BCM) |
| (Service Design) The Business Process responsible for managing Risks that could seriously impact the Business. BCM safeguards the interests of key stakeholders, reputation, brand and value creating activities. The BCM Process involves reducing Risks to an acceptable level and planning for the recovery of Business Processes should a disruption to the Business occur. BCM sets the Objectives, Scope and Requirements for IT Service Continuity Management. |
| Business Continuity Plan (BCP) |
| (Service Design) A Plan defining the steps required to Restore Business Processes following a disruption. The Plan will also identify the triggers for Invocation, people to be involved, communications etc. IT Service Continuity Plans form a significant part of Business Continuity Plans. |
| Business Customer |
| (Service Strategy) A recipient of a product or a Service from the Business. For example if the Business is a car manufacturer then the Business Customer is someone who buys a car. |
| Business Impact Analysis (BIA) |
| (Service Strategy) BIA is the Activity in Business Continuity Management that identifies Vital Business Functions and their dependencies. These dependencies may include Suppliers, people, other Business Processes, IT Services etc. |
BIA defines the recovery requirements for IT Services. These requirements include Recovery Time Objectives, Recovery Point Objectives and minimum Service Level Targets for each IT Service.
| Business Objective |
| (Service Strategy) The Objective of a Business Process, or of the Business as a whole. Business Objectives support the Business Vision, provide guidance for the IT Strategy, and are often supported by IT Services. |
| Business Operations |
| (Service Strategy) The day-to-day execution, monitoring and management of Business Processes. |
| Business Perspective |
| (Continual Service Improvement) An understanding of the Service Provider and IT Services from the point of view of the Business, and an understanding of the Business from the point of view of the Service Provider. |
| Business Process |
| A Process that is owned and carried out by the Business. A Business Process contributes to the delivery of a product or Service to a Business Customer. For example, a retailer may have a purchasing Process which helps to deliver Services to their Business Customers. Many Business Processes rely on IT Services. |
| Business Relationship Management |
| (Service Strategy) The Process or Function responsible for maintaining a Relationship with the Business. BRM usually includes: |
• Managing personal Relationships with Business managers
• Providing input to Service Portfolio Management
• Ensuring that the IT Service Provider is satisfying the Business needs of the Customers
This Process has strong links with Service Level Management.
| Business Relationship Manager (BRM) |
| (Service Strategy) A Role responsible for maintaining the Relationship with one or more Customers. This Role is often combined with the Service Level Manager Role. |
See Account Manager.
| Business Service |
| An IT Service that directly supports a Business Process, as opposed to an Infrastructure Service which is used internally by the IT Service Provider and is not usually visible to the Business. |
The term Business Service is also used to mean a Service that is delivered to Business Customers by Business Units. For example delivery of financial services to Customers of a bank, or goods to the Customers of a retail store. Successful delivery of Business Services often depends on one or more IT Services.
| Business Service Management (BSM) |
| (Service Strategy) (Service Design) An approach to the management of IT Services that considers the Business Processes supported and the Business value provided. |
This term also means the management of Business Services delivered to Business Customers.
| Business Unit |
| (Service Strategy) A segment of the Business which has its own Plans, Metrics, income and Costs. Each Business Unit owns Assets and uses these to create value for Customers in the form of goods and Services. |
- C -
| Cost Algorithm |
| Formula used to calculate costs per user for Core Service Packages and Service Level Packages. |
| Call |
| (Service Operation) A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged. |
| Call Center |
| (Service Operation) An Organization or Business Unit which handles large numbers of incoming and outgoing telephone calls. |
See Service Desk.
| Call Type |
| (Service Operation) A Category that is used to distinguish incoming requests to a Service Desk. Common Call Types are Incident, Service Request and Complaint. |
| Capability |
| (Service Strategy) The ability of an Organization, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organization. |
See Resource.
| Capability Maturity Model (CMM) |
| (Continual Service Improvement) The Capability Maturity Model for Software (also known as the CMM and SW-CMM) is a model used to identify Best Practices to help increase Process Maturity. CMM was developed at the Software Engineering Institute (SEI) of Carnegie Mellon University. In 2000, the SW-CMM was upgraded to CMMI® (Capability Maturity Model Integration). The SEI no longer maintains the SW-CMM model, its associated appraisal methods, or training materials. |
| Capability Maturity Model Integration (CMMI) |
| (Continual Service Improvement) Capability Maturity Model® Integration (CMMI) is a process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Melon University. CMMI provides organizations with the essential elements of effective processes. It can be used to guide process improvement across a project, a division, or an entire organization. CMMI helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes. See http://www.sei.cmu.edu/cmmi/ for more information. |
See CMM, Continuous Improvement, Maturity.
| Capacity |
| (Service Design) The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive. |
| Capacity Management |
| (Service Design) The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short, medium and long term Business Requirements. |
| Capacity Management Information System (CMIS) |
| (Service Design) A virtual repository of all Capacity Management data, usually stored in multiple physical locations. |
See Service Knowledge Management System.
| Capacity Plan |
| (Service Design) A Capacity Plan is used to manage the Resources required to deliver IT Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service Level Targets. |
| Capacity Planning |
| (Service Design) The Activity within Capacity Management responsible for creating a Capacity Plan. |
| Capital Expenditure (CAPEX) |
| (Service Strategy) The Cost of purchasing something that will become a financial Asset, for example computer equipment and buildings. The value of the Asset is Depreciated over multiple accounting periods. |
| Capital Item |
| (Service Strategy) An Asset that is of interest to Financial Management because it is above an agreed financial value. |
| Capitalization |
| (Service Strategy) Identifying major Cost as capital, even though no Asset is purchased. This is done to spread the impact of the Cost over multiple accounting periods. The most common example of this is software development, or purchase of a software license. |
| Category |
| A named group of things that have something in common. Categories are used to group similar things together. For example Cost Types are used to group similar types of Cost. Incident Categories are used to group similar types of Incident, CI Types are used to group similar types of Configuration Item. |
| Change |
| (Service Transition) The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc. |
| Change Advisory Board (CAB) |
| (Service Transition) A group of people that advises the Change Manager in the Assessment, prioritization and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties such as Suppliers. |
| Change Case |
| (Service Operation) A technique used to predict the impact of proposed Changes. Change Cases use specific scenarios to clarify the scope of proposed Changes and to help with Cost Benefit Analysis. |
See Use Case.
| Change History |
| (Service Transition) Information about all changes made to a Configuration Item during its life. Change History consists of all those Change Records that apply to the CI. |
| Change Management |
| (Service Transition) The Process responsible for controlling the Lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT Services. |
| Change Model |
| (Service Transition) A repeatable way of dealing with a particular Category of Change. A Change Model defines specific pre-defined steps that will be followed for a Change of this Category. Change Models may be very simple, with no requirement for approval (e.g. Password Reset) or may be very complex with many steps that require approval (e.g. major software Release). |
See Standard Change, Change Advisory Board.
| Change Record |
| (Service Transition) A Record containing the details of a Change. Each Change Record documents the Lifecycle of a single Change. A Change Record is created for every Request for Change that is received, even those that are subsequently rejected. Change Records should reference the Configuration Items that are affected by the Change. Change Records are stored in the Configuration Management System. |
| Change Request |
| Synonym for Request for Change. |
| Change Schedule |
| (Service Transition) A Document that lists all approved Changes and their planned implementation dates. A Change Schedule is sometimes called a Forward Schedule of Change, even though it also contains information about Changes that have already been implemented. |
| Change Window |
| (Service Transition) A regular, agreed time when Changes or Releases may be implemented with minimal impact on Services. Change Windows are usually documented in SLAs. |
| Chargeback |
| Relates to development, implementation, and sustainment (i.e., Program Objective Memorandum (POM) |
| Charging |
| (Service Strategy) Requiring payment for IT Services. Charging for IT Services is optional, and many Organizations choose to treat their IT Service Provider as a Cost Centre. |
| Chronological Analysis |
| (Service Operation) A technique used to help identify possible causes of Problems. All available data about the Problem is collected and sorted by date and time to provide a detailed timeline. This can make it possible to identify which Events may have been triggered by others. |
| CI Type |
| (Service Transition) A Category that is used to Classify CIs. The CI Type identifies the required Attributes and Relationships for a Configuration Record. Common CI Types include: hardware, Document, User etc. |
| Classification |
| The act of assigning a Category to something. Classification is used to ensure consistent management and reporting. CIs, Incidents, Problems, Changes etc. are usually classified. |
| Client |
| A generic term that means a Customer, the Business or a Business Customer. For example Client Manager may be used as a synonym for Account Manager. |
The term client is also used to mean:
• A computer that is used directly by a User, for example a PC, Handheld Computer, or Workstation.
• The part of a Client-Server Application that the User directly interfaces with. For example an email Client.
| Closed |
| (Service Operation) The final Status in the Lifecycle of an Incident, Problem, Change etc. When the Status is Closed, no further action is taken. |
| Closure |
| (Service Operation) The act of changing the Status of an Incident, Problem, Change etc. to Closed. |
| COBIT |
| (Continual Service Improvement) Control Objectives for Information and related Technology (COBIT) provides guidance and Best Practice for the management of IT Processes. COBIT is published by the IT Governance Institute. See http://www.isaca.org/ for more information. |
| Code of Practice |
| A Guideline published by a public body or a Standards Organization, such as ISO or BSI. Many Standards consist of a Code of Practice and a Specification. The Code of Practice describes recommended Best Practice. |
| Cold Standby |
| Synonym for Gradual Recovery. |
| Commercial off the Shelf (COTS) |
| (Service Design) Application software or Middleware that can be purchased from a Third Party. |
| Communications Security |
| Consists of those actions to preclude unauthorized persons from obtaining valuable information. It includes cryptographic security, personnel security, physical security, transmission security and EMSEC. |
| Communications-Electronics Equipment |
| All radio, wire and other means used for the electrical and visual transmission and reception of information or messages in the clear or by cryptographic means. |
| Compliance |
| Ensuring that a Standard or set of Guidelines is followed, or that proper, consistent accounting or other practices are being employed. |
| Component |
| A general term that is used to mean one part of something more complex. For example, a computer System may be a component of an IT Service; an Application may be a Component of a Release Unit. Components that need to be managed should be Configuration Items. |
| Component Capacity Management (CCM) |
| (Service Design) (Continual Service Improvement) The Process responsible for understanding the Capacity, Utilization, and Performance of Configuration Items. Data is collected, recorded and analyzed for use in the Capacity Plan. |
See Service Capacity Management.
| Component CI |
| (Service Transition) A Configuration Item that is part of an Assembly. For example, a CPU or Memory CI may be part of a Server CI. |
| Component Failure Impact Analysis (CFIA) |
| (Service Design) A technique that helps to identify the impact of CI failure on IT Services. A matrix is created with IT Services on one edge and CIs on the other. This enables the identification of critical CIs (that could cause the failure of multiple IT Services) and of fragile IT Services (that have multiple Single Points of Failure). |
| Computer Telephony Integration (CTI) |
| (Service Operation) CTI is a general term covering any kind of integration between computers and telephone Systems. It is most commonly used to refer to Systems where an Application displays detailed screens relating to incoming or outgoing telephone calls. |
See Automatic Call Distribution, Interactive Voice Response.
| Concurrency |
| A measure of the number of Users engaged in the same Operation at the same time. |
| Confidentiality |
| (Service Design) A security principle that requires that data should only be accessed by authorized people. |
| Configuration |
| (Service Transition) A generic term, used to describe a group of Configuration Items that work together to deliver an IT Service, or a recognizable part of an IT Service. Configuration is also used to describe the parameter settings for one or more CIs. |
| Configuration Baseline |
| (Service Transition) A Baseline of a Configuration that has been formally agreed and is managed through the Change Management process. A Configuration Baseline is used as a basis for future Builds, Releases and Changes. |
| Configuration Control |
| (Service Transition) The Activity responsible for ensuring that adding, modifying or removing a CI is properly managed, for example by submitting a Request for Change or Service Request. |
| Configuration Control Board (CCB) |
| A board held in the N-NC to review, |
discuss and approve communications requirements.
Contractor-Acquired - Items reimbursable under the contract with the CO's approval.
| Configuration Identification |
| (Service Transition) The Activity responsible for collecting information about Configuration Items and their Relationships, and loading this information into the CMDB. Configuration Identification is also responsible for labeling the CIs themselves, so that the corresponding Configuration Records can be found. |
| Configuration Item (CI) |
| (Service Transition) Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the control of Change Management. CIs include, but are not necessarily limited to, IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs. |
| Configuration Management |
| (Service Transition) The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process. |
| Configuration Management Database (CMDB) |
| (Service Transition) A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs. |
| Configuration Management System (CMS) |
| (Service Transition) A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes. |
See Configuration Management Database, Service Knowledge Management System.
| Configuration Record |
| (Service Transition) A Record containing the details of a Configuration Item. Each Configuration Record documents the Lifecycle of a single CI. Configuration Records are stored in a Configuration Management Database. |
| Configuration Structure |
| (Service Transition) The hierarchy and other Relationships between all the Configuration Items that comprise a Configuration. |
| Contingency |
| A contingent event; a chance, accident, or possibility conditional on something uncertain: |
| Continual Service Improvement (CSI) |
| (Continual Service Improvement) A stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications. |
Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness, and Cost Effectiveness.
See Plan-Do-Check-Act.
| Continuous Availability |
| (Service Design) An approach or design to achieve 100% Availability. A Continuously Available IT Service has no planned or unplanned Downtime. |
| Continuous Operation |
| (Service Design) An approach or design to eliminate planned Downtime of an IT Service. Note that individual Configuration Items may be down even though the IT Service is Available. |
| Contract |
| A legally binding Agreement between two or more parties. |
| Contract Portfolio |
| (Service Strategy) A database or structured Document used to manage Service Contracts or Agreements between an IT Service Provider and their Customers. Each IT Service delivered to a Customer should have a Contract or other Agreement which is listed in the Contract Portfolio. |
See Service Portfolio, Service Catalog.
| Control |
| A means of managing a Risk, ensuring that a Business Objective is achieved, or ensuring that a Process is followed. Example Controls include Policies, Procedures, Roles, RAID, door-locks etc. A control is sometimes called a Countermeasure or safeguard. |
Control also means to manage the utilization or behavior of a Configuration Item, System or IT Service.
| Control perspective |
| (Service Strategy) An approach to the management of IT Services, Processes, Functions, Assets etc. There can be several different Control Perspectives on the same IT Service, Process etc., allowing different individuals or teams to focus on what is important and relevant to their specific Role. Example Control Perspectives include Reactive and Proactive management within IT Operations, or a Lifecycle view for an Application Project team. |
| Control Processes |
| The ISO/IEC 20000 Process group that includes Change Management and Configuration Management. |
| Core Service |
| (Service Strategy) An IT Service that delivers basic Outcomes desired by one or more Customers. |
See Supporting Service, Core Service Package.
| Core Service Package (CSP) |
| (Service Strategy) A detailed description of a Core Service that may be shared by two or more Service Level Packages. |
See Service Package.
| Cost |
| The amount of money spent on a specific Activity, IT Service, or Business Unit. Costs consist of real cost (money), notional cost such as people's time, and Depreciation. |
| Cost Benefit Analysis |
| An Activity that analyses and compares the Costs and the benefits involved in one or more alternative courses of action. |
See Business Case, Net Present Value, Internal Rate of Return, Return on Investment, Value on Investment.
| Cost Center |
| (Service Strategy) A Business Unit or Project to which Costs are assigned. A Cost Centre does not charge for Services provided. An IT Service Provider can be run as a Cost Centre or a Profit Centre. |
| Cost Effectiveness |
| A measure of the balance between the Effectiveness and Cost of a Service, Process or activity, A Cost Effective Process is one which achieves its Objectives at minimum Cost. |
See KPI, Return on Investment, Value for Money.
| Cost Element |
| (Service Strategy) The middle level of category to which Costs are assigned in Budgeting and Accounting. The highest level category is Cost Type. For example a Cost Type of “people” could have cost elements of payroll, staff benefits, expenses, training, overtime etc. Cost Elements can be further broken down to give Cost Units. For example the Cost Element “expenses” could include Cost Units of Hotels, Transport, Meals etc. |
| Cost Management |
| (Service Strategy) A general term that is used to refer to Budgeting and Accounting, sometimes used as a synonym for Financial Management |
| Cost Type |
| (Service Strategy) The highest level of category to which Costs are assigned in Budgeting and Accounting. For example hardware, software, people, accommodation, external and Transfer. |
See Cost Element, Cost Type.
| Cost Unit |
| (Service Strategy) The lowest level of category to which Costs are assigned, Cost Units are usually things that can be easily counted (e.g. staff numbers, software licenses) or things easily measured (e.g. CPU usage, Electricity consumed). Cost Units are included within Cost Elements. For example a Cost Element of “expenses” could include Cost Units of Hotels, Transport, Meals etc. |
See Cost Type.
| Countermeasure |
| Can be used to refer to any type of Control. The term Countermeasure is most often used when referring to measures that increase Resilience, Fault Tolerance or Reliability of an IT Service. |
| Course Corrections |
| Changes made to a Plan or Activity that has already started, to ensure that it will meet its Objectives. Course corrections are made as a result of Monitoring progress. |
| Crisis Management |
| The Process responsible for managing the wider implications of Business Continuity. A Crisis Management team is responsible for Strategic issues such as managing media relations and shareholder confidence, and decides when to invoke Business Continuity Plans. |
| Critical Success Factor (CSF) |
| Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are used to measure the achievement of each CSF. For example a CSF of "protect IT Services when making Changes" could be measured by KPIs such as "percentage reduction of unsuccessful Changes", "percentage reduction in Changes causing Incidents" etc. |
| Culture |
| A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. |
See Vision.
| Customer |
| Someone who buys goods or Services. The Customer of an IT Service Provider is the person or group who defines and agrees the Service Level Targets. The term Customers is also sometimes informally used to mean Users, for example "this is a Customer focused Organization". |
| Customer Portfolio |
| (Service Strategy) A database or structured Document used to record all Customers of the IT Service Provider. The Customer Portfolio is the Business Relationship Manager's view of the Customers who receive Services from the IT Service Provider. |
See Contract Portfolio, Service Portfolio.
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| Dashboard |
| (Service Operation) A graphical representation of overall IT Service Performance and Availability. Dashboard images may be updated in real-time, and can also be included in management reports and web pages. Dashboards can be used to support Service Level Management, Event Management or Incident Diagnosis. |
| Data-to-Information-to-Knowledge-to-Wisdom (DIKW) |
| A way of understanding the relationships between data, information, knowledge, and wisdom. DIKW shows how each of these builds on the others. |
| Defense Messaging System |
| All hardware, software, procedures, standards, facilities and personnel used to exchange messages electronically between organizations and individuals in DoD; the designated messaging system for the DoD and supporting agencies. |
| Definitive Media Library (DML) |
| (Service Transition) One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored. The DML may also contain associated CIs such as licenses and documentation. The DML is a single logical storage area even if there are multiple locations. All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System. Only software from the DML is acceptable for use in a Release. |
| Definitive Hardware Store |
| One or more physical locations, set aside for the storage of hardware spares, maintained at the same level as configuration items (CIs) in the live environment. |
| Deliverable |
| Something that must be provided to meet a commitment in a Service Level Agreement or a Contract. Deliverable is also used in a more informal way to mean a planned output of any Process. |
| Demand Management |
| Activities that understand and influence Customer demand for Services and the provision of Capacity to meet these demands. At a Strategic level Demand Management can involve analysis of Patterns of Business Activity and User Profiles. At a Tactical level it can involve use of Differential Charging to encourage Customers to use IT Services at less busy times. |
See Capacity Management.
| Deming Cycle |
| Synonym for Plan Do Check Act. |
| Dependency |
| The direct or indirect reliance of one Process or Activity upon another. |
| Deployment |
| (Service Transition) The Activity responsible for movement of new or changed hardware, software, documentation, Process, etc to the Live Environment. Deployment is part of the Release and Deployment Management Process. |
See Rollout.
| Depreciation |
| (Service Strategy) A measure of the reduction in value of an Asset over its life. This is based on wearing out, consumption or other reduction in the useful economic value. |
| Design |
| (Service Design) An Activity or Process that identifies Requirements and then defines a solution that is able to meet these Requirements. |
See Service Design.
| Designated Approval Authority |
| Official with the authority to formally assume responsibility for operating an information system or network within a specified environment. |
| Detection |
| (Service Operation) A stage in the Incident Lifecycle. Detection results in the Incident becoming known to the Service Provider. Detection can be automatic, or can be the result of a User logging an Incident. |
| Development |
| (Service Design) The Process responsible for creating or modifying an IT Service or Application. Also used to mean the Role or group that carries out Development work. |
| Development Environment |
| (Service Design) An Environment used to create or modify IT Services or Applications. Development Environments are not typically subjected to the same degree of control as Test Environments or Live Environments. |
See Development.
| Diagnosis |
| (Service Operation) A stage in the Incident and Problem Lifecycles. The purpose of Diagnosis is to identify a Workaround for an Incident or the Root Cause of a Problem. |
| Diagnostic Script |
| (Service Operation) A structured set of questions used by Service Desk staff to ensure they ask the correct questions, and to help them Classify, Resolve and assign Incidents. Diagnostic Scripts may also be made available to Users to help them diagnose and resolve their own Incidents. |
| Differential Charging |
| A technique used to support Demand Management by charging different amounts for the same IT Service Function at different times. |
| Direct Cost |
| (Service Strategy) A cost of providing an IT Service which can be allocated in full to a specific Customer, Cost Centre, Project etc. For example cost of providing non-shared servers or software licenses. |
See Indirect Cost.
| Directory Service |
| (Service Operation) An Application that manages information about IT Infrastructure available on a network, and corresponding User access Rights. |
| Do Nothing |
| (Service Design) A Recovery Option. The Service Provider formally agrees with the Customer that Recovery of this IT Service will not be performed. |
| Document |
| Information in readable form. A Document may be paper or electronic. For example a Policy statement, Service Level Agreement, Incident Record, diagram of computer room layout. |
See Record.
| Documentation |
| Applies to records, plans, schedules, processes, lists, reports, instructions, policies, concepts and data. |
| DoD Information Technology Security Certification and Accreditation Process |
| The standard DoD process for identifying information security requirements, providing security solutions and managing information system security activities. |
| Downtime |
| (Service Design) (Service Operation) The time when a Configuration Item or IT Service is not Available during its Agreed Service Time. The Availability of an IT Service is often calculated from Agreed Service Time and Downtime. |
| Driver |
| Something that influences Strategy, Objectives or Requirements. For example new legislation or the actions of competitors. |
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| Early Life Support |
| (Service Transition) Support provided for a new or Changed IT Service for a period of time after it is Released. During Early Life Support the IT Service Provider may review the KPIs, Service Levels and Monitoring Thresholds, and provide additional Resources for Incident and Problem Management until Service Acceptance Criteria is met.. |
| Economies of scale |
| (Service Strategy) The reduction in average Cost that is possible from increasing the usage of an IT Service or Asset. |
See Economies of Scope.
| Economies of scope |
| (Service Strategy) The reduction in Cost that is allocated to an IT Service by using an existing Asset for an additional purpose. For example delivering a new IT Service from existing IT Infrastructure. |
See Economies of Scale.
| Effectiveness |
| (Continual Service Improvement) A measure of whether the Objectives of a Process, Service or Activity have been achieved. An Effective Process or Activity is one that achieves its agreed Objectives. |
See KPI.
| Efficiency |
| (Continual Service Improvement) A measure of whether the right amount of resources have been used to deliver a Process, Service or Activity. An Efficient Process achieves its Objectives with the minimum amount of time, money, people or other resources. |
See KPI.
| Emergency Change |
| (Service Transition) A Change that must be introduced as soon as possible. For example to resolve a Major Incident or implement a Security patch. The Change Management Process will normally have a specific Procedure for handling Emergency Changes. |
See Emergency Change Advisory Board (ECAB).
| Emergency Change Advisory Board (ECAB) |
| (Service Transition) A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change. |
| Emission Security |
| The study and investigation of compromising electromagnetic emanations (signals unintentionally produced by electronic equipment that may be received by hostile intelligence efforts). Also refers to equipment used to process classified information. |
| Enterprise Network Management Facility |
| AFSPC facility responsible for NOSC-centric system administration, security configuration, performance management and monitoring of AFSPC enterprise network assets including network infrastructure (e.g., routers, hubs, switches) and services (e.g., DNS, DHCP, WINS), firewalls, messaging, and servers |
| Environment |
| (Service Transition) A subset of the IT Infrastructure that is used for a particular purpose. For Example: Live Environment, Test Environment, Build Environment. It is possible for multiple Environments to share a Configuration Item, for example Test and Live Environments may use different partitions on a single mainframe computer. Also used in the term Physical Environment to mean the accommodation, air conditioning, power system etc. |
Environment is also used as a generic term to mean the external conditions that influence or affect something.
| Equipment Control Officer |
| Individual responsible for safekeeping and inventory accountability of all assigned ITE. |
| Equipment Custodian |
| Individual, subordinate to the ECO, who does inventory, use and maintenance recording and reporting and other custodial duties for specified ITE. |
| Error |
| (Service Operation) A design flaw or malfunction that causes a Failure of one or more Configuration Items or IT Services. A mistake made by a person or a faulty Process that impacts a CI or IT Service is also an Error. |
| Escalation |
| (Service Operation) An Activity that obtains additional Resources when these are needed to meet Service Level Targets or Customer expectations. Escalation may be needed within any IT Service Management Process, but is most commonly associated with Incident Management, Problem Management and the management of Customer complaints. There are two types of Escalation, Functional Escalation and Hierarchic Escalation. |
| eSourcing Capability Model for Client Organizations (eSCM-CL) |
| (Service Strategy) A framework to help Organizations guide their analysis and decisions on Service Sourcing Models and Strategies. eSCM-CL was developed by Carnegie Mellon University. |
See eSCM-SP.
| eSourcing Capability Model for Service Providers (eSCM-SP) |
| (Service Strategy) A framework to help IT Service Providers develop their IT Service Management Capabilities from a Service Sourcing perspective. eSCM-SP was developed by Carnegie Mellon University. |
See eSCM-CL.
| Estimation |
| The use of experience to provide an approximate value for a Metric or Cost. Estimation is also used in Capacity and Availability Management as the cheapest and least accurate Modeling method. |
| Evaluation |
| (Service Transition) The Process responsible for assessing a new or Changed IT Service to ensure that Risks have been managed and to help determine whether to proceed with the Change. |
Evaluation is also used to mean comparing an actual Outcome with the intended Outcome, or comparing one alternative with another.
| Event |
| (Service Operation) A change of state which has significance for the management of a Configuration Item or IT Service. |
The term Event is also used to mean an Alert or notification created by any IT Service, Configuration Item or Monitoring tool. Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged.
| Event Management |
| (Service Operation) The Process responsible for managing Events throughout their Lifecycle. Event Management is one of the main Activities of IT Operations. |
| Exception Report |
| A Document containing details of one or more KPIs or other important targets that have exceeded defined Thresholds. Examples include SLA targets being missed or about to be missed, and a Performance Metric indicating a potential Capacity problem. |
| Expanded Incident Lifecycle |
| (Availability Management) Detailed stages in the Lifecycle of an Incident. The stages are Detection, Diagnosis, Repair, Recovery, Restoration. The Expanded Incident Lifecycle is used to help understand all contributions to the Impact of Incidents and to Plan how these could be controlled or reduced. |
| External Customer |
| A Customer who works for a different Business to the IT Service Provider. |
See External Service Provider, Internal Customer.
This is the start of the file's text. The full file is on GovTribe.
