Term
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Definition
| concerned with ensuring that services operated within agreed parameters |
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Term
| Business Value of Service Operations |
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Definition
| only phase value is realized by customers; services operated within expected performance parameters; restore services quickly, minimize impact to biz, focal point for communication with users |
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Term
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Definition
| organization must respond rather than plan; reactive and proactive focus, internal and external focus, cost and quality, stability and flexibility |
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Term
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Definition
| critical between users and the IT Service Provider; customers and IT Service Provider; different processes/functions/teams and the IT service provider, Suppliers and the IT service provider |
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Term
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Definition
| any occurrence which causes or may cause interruption or degradation to an IT Service |
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Term
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Definition
| the unknown underlying cause of one or more incidents (NOT just a serious incident) |
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Term
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Definition
| the known underlying cause of one or more incidents |
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Term
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Definition
| known cause of an incident for which a workaround also exists |
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Term
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Definition
| any change of state of an infrastructure or other item which has significance for the delivery of a service |
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Term
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Definition
| the rapid restoration of services adn with minimization of impact to the business; owned and executed by the service desk |
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Term
| Basic Steps in Incident Management |
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Definition
| Detection, Logging, Classification, Prioritization, Investigation and Initial Diagnosis, Escalation, Resolution and Recovery, Closure |
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Term
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Definition
| concerned with the identification and correction of flaws or errors in the environment; reduce and prevent incidents; issue RFC |
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Term
| Two Sub-Processes of Problem Management |
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Definition
| Reactive Problem Management, Proactive Problem Management |
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Term
| Reactive Problem Management |
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Definition
| charged with responding to problems as they arise |
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Term
| Proactive Problem Management |
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Definition
| charged with seeking out improvements to services and infrastructure before incidents occur |
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Term
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Definition
| restore service until the underlying cause can be determine and RFC can be initiated |
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Term
| Known Error Database (KEDB) |
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Definition
| output of Problem Management and rapidly resolves incidents |
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Term
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Definition
| concerned with the detection of events in the infrastructure and appropriate response actions; reduces impact to users; largely automated process |
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Term
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Definition
| Informational, Warning, Exception |
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Term
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Definition
| no action taken, logged for reference |
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Term
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Definition
| infrastructure item is approaching a predefined performance or capacity threshold |
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Term
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Definition
| infrastructure item has exceeded a threshold or is no longer operation within defined parameters; intervention required |
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Term
| Service Request Fulfillment |
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Definition
| process charged with assisting users in situations where no service degradation or interruption is involved; new equipment, training, etc; Standard Change |
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Term
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Definition
| process charged with providing authorized parties appropriate access to service or information specified in the security policy; does not set policy |
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