Glossar Service-Management ITIL

7/26/2019 Glossar Service-Management ITIL

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Glossar der IT Infrastructure Library (ITIL)

GI e.V., Arbeitskreis 5.1.1 Service Management Seite 1 von 24Stand: 22. Oktober 2000

Das folgende Glossar wurde aus einigen Bchern der ITIL zusammengetragen.

Die Beschreibungen sind ber die einzelnen Bcher der ITIL nicht konsistent beibehaltenworden. Dies ist u.a. aus den unterschiedlichen Erstellungsdaten und berarbeitungs-intervallen zu begrnden. Sofern es Abweichungen gegeben hat, sind im folgenden dieeinzelnen Begriffe auch mehrfach genannt.

Der Arbeitskreis Service Management wird in den kommenden Monaten dieses Glossardurch Aufnahme weiterer, insbesondere wissenschaftlicher Quellen ausbauen und soweitmglich bersetzen.

Falls Ihnen Definitionen und Quellen bekannt sind, die in dieses Glossar aufgenommenwerden sollten, bitten wir um Benachrichtigung unter [email protected] zum Arbeitskreis Service Management finden Sie unterwww.koeln-net.com/aksmund www.gi-ev.de.

Stichwort Originaltext QuelleAbsorbed overhead Overhead which, by means of absorption rates, is

included in costs of specific products or saleableservices, in a given period of time.Under or over-absorbed overhead. The differencebetween overhead cost incurred and overhead costabsorbed: it may be split into its two constituent partsfor cost control purposes.

[CostManagement]

Absorption costing A principle whereby fixed as well as variable costs areallotted to cost units and total overheads are absorbedaccording to activity level.The term may be applied where production costs only,or costs of all functions are so allotted.

[CostManagement];[Management &Marketing]

Agreed service time The time during which a particular IT service or systemis agreed to be available, ideally as defined in theService Level Agreement.

[AvailabilityManagement]

Alert A warning that an incident has occurred [Help Desk];[ProblemManagement]

Allocated cost A cost that can be directly identified with a businessunit. [CostManagement]Apportioned cost A cost that is shared by a number of business units (an

indirect cost). This cost must be shared out betweenthese units on an equitable basis.

[CostManagement]
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Asynchronous /synchronous

Asynchronous in a communications sense is the abilityto transmit each character as a self-contained unit ofinformation, without additional timing information. Thismethod of transmitting data is sometimes called start /stop. Synchronous working involves the use of timinginformation to allow transmission of data, which isnormally done in blocks. Synchronous transmission isusually more efficient than the asynchronous method.

[CapacityManagement]

Availability Ability of a component or service to perform is requiredfunction at a state instant or over a stated period of atime. It is usually expressed as the availability ratio, i.e.the proportion of time that the service is actuallyavailable for use by the customers within the agreedservice hours.

[ServiceSupport]

Availability In this module, availability is an umbrella term to also

include serviceability, resilience, reliability andmaintainability. A common definition of availability isshown below.The ability of a component or IT service (undercombined aspects of its reliability, maintainability andmaintenance support) to perform is required function ata stated instant or over a stated period of a time. It isusually expressed as the availability ratio, i.e. theproportion of time that the service is actually availablefor use by the customers within the agreed service time.This calculated as follows: (agreed service time -downtime) / agreed service time

[Availability

Management]

Availability The ability of a component or a service to perform itsrequired function at a stated instant or over a statedperiod of a time.

[SecurityManagement]

Baseline A snapshot of the state of a CI and any component CIs,frozen at a point in time for a particular purpose.

[ConfigurationManagement];[SoftwareControl andDistribution]

Baseline Security The security level adopted by the IT organization for itsown security and from the point of view of good "duediligence".


Bridge A Bridge is equipment and techniques used to matchcircuits to each other ensuring minimum transmissionimpairment.


Build The final stage in producing a usable configuration. Theprocess involves taking one or more input ConfigurationItems and processing them (building them) to createone or more output Configuration Items e.g. softwarecompile and load.

[ServiceSupport]

Build environment see live build environment and test buildenvironment

[SoftwareControl andDistribution]


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Business Operations Activities and procedures carried out by the usercommunity in performing the business role of aOrganization. This module is concerned with thosebusiness operations that use an IT-based businesssystem.

[Help Desk]

Business unit A segment of the business entity by which bothrevenues are received and expenditure are caused orcontrolled, such revenues and expenditure being usedto evaluate segmental performance.

[CostManagement]

CAB Change Advisory BoardCAB/EC Change Advisory Board / Executive CommitteeCategorization See Incident Categorization [Help Desk];

[ProblemManagement]

Category Classification of a group of Configuration Items, Changedocuments or Problems.

[ServiceSupport]

CC88 CCTA Rules for tendering and general conditions ofcontract covering services and supply for IT systems.

[Help Desk]

Change The addition, modification or removal of approved,supported or baselined hardware, network, software,application, environment, system, desktop build orassociated documentation.

[ServiceSupport]

Change Advisory Board A group of people who can give expert advice toChange Management on the implementation ofChanges. This board is likely to be made up ofrepresentatives from all areas within IT andrepresentatives from business units.

[ServiceSupport]

Change Advisory Board A representative group of people who are responsiblefor assessing, from both a business and a technicalviewpoint, all requests for change (RFCs). They adviseon the priorities of RFCs and propose allocations ofresources to implement those changes.

[ProblemManagement]

Change authority A group that is given the authority to approve Change,e.g. by a project board. Sometimes referred to as theConfiguration Board.

[ServiceSupport]

Change control The procedure to ensure that all Changes arecontrolled, including the submission, analysis, decisionmaking, approval, implementation and postimplementation of the Change.

[ServiceSupport]

Change document Request for Change, Change control form, Changeorder, Change record. [ServiceSupport]Change history Auditable information that records, for example, what

was done, when it was done, by whom and why.[ServiceSupport]

Change log A log of Requests for Change raised during a project,showing information on each Change, its evaluation,what decisions have been made and its current status,e.g. raised, reviewed, approved, implemented, orclosed.

[ServiceSupport]

Change Management Process of controlling Changes to the infrastructure orany aspect of service, in a controlled manner, enablingapproved Changes with minimum disruption.

[ServiceSupport]


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Change Management a process of identifying and defining the configurationitems in a system, recording and reporting the status ofconfiguration items and requests for change, andverifying the completeness and correctness ofconfiguration items.

[ProblemManagement]

Change Record A record containing details of which CIs are affected byan authorized change (planned or implemented) andhow.

[ConfigurationManagement];[SoftwareControl andDistribution];[ServiceSupport]

Channel Channel is the physical connection from CPU to an I/Odevice, usually a controller, or indeed another CPU.


Charging The process of establishing charges in respect of

business units, and raising the relevant invoices forrecovery from customers.

[Cost

Management]

CI Configuration Item [ConfigurationManagement];[Help Desk]

Classification See Incident Classification [Help Desk]Classification Process of formally grouping Configuration Items by

type, e.g. software, hardware, documentation,environment, application.Process of formally identifying Changes by type e.g.project scope Change request, validation Changerequest, infrastructure Change request.

Process of formally identifying Incidents, Problems andKnown Errors by origin, symptoms and cause.

[ServiceSupport]

Closure When the Customer is satisfied that the incident hasbeen resolved.

[ServiceSupport]

CMDB Configuration Management DatabaseCMH Contractually Maintained HardwareComputer AidedSystem Engineering

A software tool for programmers. It provides help in theplanning, analysis, design and documentation ofcomputer software.

[ServiceSupport]

Configuration baseline Configuration of a product or system established at especific point in time, which captures both the structure

and details of that product or system, and enables thatproduct or system to rebuilt at later date.A snapshot or a position which is recorded. Althoughthe position may be updated later, the baseline remainsunchanged and available as a reference of the originalstate and as a comparison against the current position(PRINCE2).

[ServiceSupport]


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Configuration control Activities comprising the control of changes toconfiguration items after formally establishing itsconfiguration documents. It includes the evaluation,coordination, approval or rejection of Changes. Theimplementation of Changes includes changes,deviations and waivers that impact on the configuration.

[ServiceSupport]

Configurationdocumentation

Documents that define requirements, system design,build, production, and verification for a ConfigurationItem.

[ServiceSupport]

Configurationidentification

Activities that determine the product structure, theselection of Configuration Items, and the documentationof the Configuration Items physical and functionalcharacteristics, including interfaces and subsequentChanges. It includes the allocation of identificationcharacters or numbers to the Configuration Items and

their documents. It also includes the unique numberingof configuration control forms associated with Changesand Problems.

[ServiceSupport]

Configuration Item A component of an IT infrastructure - or an item, suchas a request for change, associated with an ITinfrastructure- which is (or is to be) under the control ofconfiguration management. CIs may vary widely incomplexity, size and type - from an entire system(including all hardware, software and documentation) toa single module or a minor hardware component. (Abk.:CI)

[ConfigurationManagement];[SoftwareControl andDistribution];[ServiceSupport];[ProblemManagement]

Configuration Item A component of an IT Infrastructure, normally thesmallest unit that can be changed independently ofother components. CIs may vary widely in complexity,size and type, from an entire system (including allhardware, software and documentation) to a singleprogram module or a minor hardware component.

[Help Desk];[ChangeManagement]

Configuration Item (CI) A component of an IT infrastructure - or an item, suchas a request for change, associated with an ITinfrastructure- which is (or is to be) under the control ofconfiguration and asset management. CIs may varywidely in complexity, size and type - from an entiresystem (including all hardware, software anddocumentation) to a single module or a minor hardwarecomponent. (Abk.: CI)


ConfigurationManagement

The process of identifying and defining the configurationitems in a system, recording and reporting the status ofconfiguration items and requests for change, andverifying the completeness and correctness ofconfiguration items.

[Help Desk];[ChangeManagement];[ProblemManagement];[ServiceSupport]

ConfigurationManagement Database

A database which contains details about the attributesand the history of each CI and details of the important

relationships between CIs.

[SoftwareControl and

Distribution]


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ConfigurationManagement Database

A database that contains all relevant details of each CIand details of the important relationships between CIs.

[ServiceSupport]

ConfigurationManagement plan

Document setting out the organization and proceduresfor the Configuration Management of a specific product,project, system, support group or service.

[ServiceSupport]

ConfigurationManagement tool

A software product providing automatic support forChange, Configuration or version control.

[ServiceSupport]

Configuration structure A hierarchy of all the CIs that comprise a configuration. [ServiceSupport]

Cost The amount of expenditure (actual or notional) incurredon, or attributable to, a specific activity or business unit.

[CostManagement]

Cost Management The term used in this module to describe all theprocedures, tasks and deliverables that are needed tofulfil an organizations costing and charging

requirements.

[CostManagement]

Cost Unit In the context of CSBC the cost unit is a functional costunit which establishes standard cost per workloadelement of activity, based on calculated activity ratiosconverted to cost ratios.

[CostManagement]

Costing The process of identifying the costs of the business andof breaking them down and relating them to the variousactivities of the organization.

[CostManagement]

Customer Recipient of a service; usually the Customermanagement has responsibility for the cost of theservice, either directly through charging or indirectly interms of demonstrable business need.

[ServiceSupport];[SecurityManagement]

Customer The recipient of the IT service; usually the customer willhave responsibility for the cost of the IT service, eitherdirectly through charging or indirectly in terms ofdemonstrable business needs.

[Service LevelManagement]

Data transfer time Data transfer time is the length of time taken for a blockor sector of data to be read from or written to an I/Odevice, such as a disk or tape.


DBMS Database Management SystemDefinitive SoftwareLibrary

The library in which the definitive authorized versions ofall software CIs are stored and protected. It is a physicallibrary or storage repository where master copies of

software versions are placed. This one logical storagearea may in reality consists of one ore more physicalsoftware libraries or filestores. They should be separatefrom development and test filestore areas. The DSLmay also include a physical store to hold master copiesof bought-in software, e.g. a fireproof safe. Onlyauthorized software should be accepted into the DSL,strictly controlled by Change and Release Management.The DSL exists not directly because of the needs of theConfiguration Management process, but as a commonbase for the Release Management and ConfigurationManagement process.

[ServiceSupport]


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Definitive SoftwareLibrary

A library where all quality-controlled versions of allsoftware configuration items (CIs) are held in theirdefinitive form. (Abk.: DSL)

[ConfigurationManagement]

Delta release A release that replaces all component CIs of a release

unit, but rather includes only those CIs that havechanged since the last version of the software.

[Software

Control andDistribution]Delta Release A Delta, or partial, Release is one that includes only

those CIs within the Release unit that have actuallychanged or are new since the last full or Delta Release.For example, if the Release unit is the program, a DeltaRelease contains only those modules that havechanged, or are new, since the last full release of theprogram or the last Delta Release of certain modules.See also "Full Release".

[ServiceSupport]

Depreciation Depreciation is the loss in value of an asset due to itsuse and / or the passage of time. The annual

depreciation charge accounts represents the amount ofcapital assets used up in the accounting period. It ischarged in the cost accounts to ensure that the cost ofcapital equipment is reflected in the unit costs of theservices provided using the equipment. There arevarious methods of calculating depreciation for theperiod, but the Treasury usually recommend the use ofcurrent cost asset valuation as the basis for thedepreciation charge.

[CostManagement]

Differential charging Charging business customers different rates for thesame work, typically to dampen demand or to generaterevenue for spare capacity. This can also be used to

encourage off-peak or night time running.

[CostManagement]

Direct Cost A cost which is incurred for, and can be traced in full toa product, service, cost center or department. This is anallocated cost. Direct costs are direct materials, directwages and direct expenses.

[CostManagement]

Discounted cash flow An evaluation of the future net cash flows generated byan capital project, by discounting them to their present-day value.The two methods most commonly used are:a) yield method, for which the calculation determinesthe internal rate of return (IRR) in the form of a

percentage,b) net present value (NPV) method, in which thediscount rate is chosen and the answer is a sum ofmoney.

[CostManagement]

Discounting Discounting is the offering to business customers ofreduced rates for the use of off-peak resources (seealso Purchasing).

[CostManagement]

Disk cache controller Disk cache controllers have memory which is used tostore blocks of data which have been read from the diskdevices connected to them. If a subsequent I/O requiresa record which is still resident in the cache memory, itwill be picked up from there, thus saving another

physical I/O.



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Domain See IT infrastructure domain [Help Desk];[ProblemManagement]

DSL Definitive Software Library; see there [Configuration

Management]Duplex Duplex equipment provides two, usually identical, ITcomponents each of which is capable of performing thefull task if the other fail.


Duplex (full or half) Full duplex line / channel allows simultaneoustransmission in both directions. Half duplex line /channel is capable of transmitting in both directions, butonly in one direction at a time.


Echoing Echoing is a reflection of the transmitted signal from thereceiving end, a visual method of error detection inwhich the signal from the originating device is loopedback to that device so that it can be displayed.


EIFIT Environmental Infrastructure for Information Technology

Elements of cost The constituent parts of costs according to the factorsupon which expenditure is incurred viz, materials, laborand expenses.

[CostManagement]

End-User see User [ServiceSupport]

Environment A collection of hardware, software, networkcommunications and procedures that work together toprovide a discrete type of computer service. There maybe one or more environments on a physical platforme.g. test, production. An environment has uniquefeatures and characteristics that dictate how they areadministered in similar, yet diverse, manners.

[ServiceSupport]

Error see Known error [ProblemManagement]

Error Control The process of identifying, recording, classification andprogressing known errors; includes the resolutionphase, until successful implementation of anamendment or replacement CI is confirmed.

[ProblemManagement];[Help Desk]

Expert User See Super User [ServiceSupport]

External target One of the measures against which a delivered IT

service is compared, expressed in terms of thecustomers business.

[Service Level

Management]

Failure The termination of the ability of a function unit toperform its required function.


Fault A condition that causes a functional unit to fail toperform the required function.


Financial year The financial year is an accounting period covering 12consecutive months. In the public sector this financialyear will generally coincide with the fiscal year whichruns from 1 April to 31 March.

[CostManagement]


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Forward Schedule ofChange

A schedule that contains details of all the Changesapproved for implementation and their proposedimplementation dates. It should be agreed with theCustomers and the business, Service LevelManagement, the Service Desk and AvailabilityManagement. Once agreed, the Service Desk shouldcommunicate to the User community at large anyplanned additional downtime arising fromimplementation the Changes, using the most effectivemethods available.

[ServiceSupport]

Full Cost Full cost is the total cost of all the resources used insupplying a service i.e. the sum of the direct costs ofproducing the output, a proportional share of overheadcosts and any selling and distribution expenses. Bothcash costs and notional (non-cash) costs should beincluded, including the cost of capital.

[CostManagement]

Full release A release that replaces all components of a releaseunit, regardless of whether or not they have changedsince the last version of the software.


Full Release All components of the Release unit that are built, tested,distributed and implemented together. See also Deltarelease.

[ServiceSupport]

Gateway A gateway is equipment which is used to interfacenetworks so that a terminal on one network cancommunicate with services or a terminal on another.


Hard charging Descriptive of a situation where, within an organization,actual funds are transferred from the customer to the ITdirectorate in payment for the delivery of IT services.


Hard fault Hard faults describe the situation in a virtual memorysystem when the required page of code or data, which aprogram was using, has been redeployed by theoperating system for some other purpose. This meansthat another piece of memory must be found toaccommodate the code or data, and will involvephysical reading / writing of pages to the page file.


Help Desk The single point of contact within the IT directorate forusers of IT services.


Host A host computer comprises the central hardware andsoftware resources of a computer complex, e.g. CPU,memory, channels, disk and magnetic tape I/Osubsystems plus operating and applications software.The term is used to denote all non-network items.


Impact Measure of the business criticality of an Incident. Oftenequal to the extent to which an Incident leads todistortion of agreed or expected service levels.

[ServiceSupport]

Impact Code See Incident Impact Code [Help Desk]Impact Code A simple code assigned to incidents, showing the extent

of deterioration in normal user service levels. It is themajor means of assigning priority for dealing withincidents.

[ProblemManagement]


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Incident An operational event which is not part of the standardoperation system. It will have an impact on the system,although this may be slight and may even betransparent to users.

[Help Desk]

Incident Any event that is not part of the standard operation of aservice and that causes, or may cause, an interruptionto, or a reduction in, the quality of that service.

[ServiceSupport]

Incident An operational event which is not part of the standardoperation of a system. It will have an impact on thesystem, although this may be slight and may even betransparent to users.

[ProblemManagement],[Service levelManagement]

Incident An event which is not part of the normal operation of anIT service. It will have an impact on the service,although this may be slight and may even betransparent to customers.


Incident Any event which is not part of the normal operation of asystem. It will have an impact on the system, althoughthis may be slight and may be even transparent tousers.


Incident Categorization A sub-division of Classification (q.v.), which provides ameans of identifying the root cause of incidents,problems and known errors using a structured code.The category code is an element within theclassification data string (see Incident Classification)and is essential for fault analysis purposes.


Incident Classification The process of formally identifying incidents, problemsand known errors by origin, symptoms and cause. The

classification data string is an essential part of theincident record for automated matching of new incidentsagainst the problems / known errors database.

[Help Desk]

Incident Control The process of identifying, recording, classification andprogressing incidents until affected services return tonormal operation. Collection of data to identify causesof incidents is a secondary objective, although this maybe necessary to effect incident resolution.

[ProblemManagement]

Incident Control The process of identifying, recording, classification andprogressing incidents until affected services return tonormal operation.


Incident Control / HelpDesk

A single point of contact with the service enterprise forend-users of services. This functional group is oftenreferred to as a service desk. Its core process isnormally incident management.


Incident Impact Code A simple code assigned to incidents, showing the extentof deterioration in normal user service levels. It is themajor means of assigning priority for dealing withincidents.

[Help Desk]

Incident Record A record containing details of an unexpected incidentaffecting or deviating from the normal operation of an ITinfrastructure.



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Indirect cost An indirect cost is a cost incurred in the course ofmaking a product, providing a service or running a costcenter or department, but which cannot be traceddirectly and in full to the product, service or department,because it has been incurred for a number of costcenters or cost units. These costs are apportioned tocost centers / cost units. Indirect costs are also referredto as overheads.

[CostManagement]

Interface Physical or functional interaction at the boundarybetween Configuration Items.

[ServiceSupport]

Internal target One of the measures against which supportingprocesses for the IT service are compared. Usuallyexpressed in technical terms relating directly to theunderpinning service being measured.


Inventory Impact Code A subset of Configuration Management that focuses onthe management (control and financial accounting) of

hardware Configuration Items throughout the ITinfrastructure.

[Help Desk]

IR Incident ReportISO 9001 The internationally accepted set of standards

concerning quality management systems.[Service LevelManagement]

IT Information TechnologyIT directorate That part of an organization charged with developing

and delivering the IT services.[Service LevelManagement]

IT Infrastructure The sum of an organizations IT related hardware,software, data telecommunication facilities, proceduresand documentation.


IT Infrastructure domain A logical means of dividing the overall IT infrastructureinto components of related functionality. There are threephysical domains - mainframe, network and (end) user.In this context the "mainframe" domain may includemini-computers. The (end) user domain coversterminals and local processors to which end user haveeveryday physical access and over which they havesome degree of direct control.


IT service A set of related functions provided by IT systems insupport of one or more business areas, which in turnmay be made up of software, hardware andcommunications facilities, perceived by the customer as

a coherent and self-contained entity. An IT service mayrange from access to a single application, such as ageneral ledger system, to a complex set of facilitiesincluding many applications, as well as officeautomation, that might be spread across a number ofhardware and software platforms.


IT service A described set of facilities, IT and non-IT, supported bythe IT service provider that fulfils one or more needs ofthe customer and that is perceived by the customer as acoherent whole.


IT Service Provider The role of IT service provider is performed by anyorganizational units, whether internal or external, that

deliver and support IT services to a customer.



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ITEC IT Executive CommitteeITPS IT Planning SecretariatKey PerformanceIndicator

The measurable quantities against which specificperformance criteria can be set when drawing up the

SLA.


Known Error An Incident or Problem for which the root cause isknown and for which a temporary Work-around or apermanent alternative has been identified. If a businesscase exists, an RFC will be raised, but, in any event, itremains a known error unless it is permanently fixed bya Change.

[ServiceSupport]

Known error A condition identified by successful diagnosis of the rootcause of a problem when it is confirmed that a CI is atfault.

[ProblemManagement];[Help Desk];[SecurityManagement]

Known Error Record A record of a condition identified by successfuldiagnosis of the root cause of a problem, indicating thatan IT infrastructure component (a CI) is at fault.


Known error report A form or screen which formally records a deviationfrom specification, as a consequence of identifying aknown error during Problem Management.

[ProblemManagement]

Latency Latency describes the elapsed time from the momentwhen a seek was completed on a disk device to thepoint when the required data is positioned under theread / write heads. Latency is normally defined bymanufacturers as being half the disk rotation time.


Life-Cycle A series of states connected by allowable transitions.The life cycle represents an approval process forConfiguration Items, Problem Reports and Changedocuments.

[ServiceSupport]

Live build environment A computer system or discrete part of a computersystem (made up of hardware and system software),which is used to build software releases for live use.


Live environment A computer system or discrete part of a computersystem (made up of hardware and system software),which is used to run software that is in live use, andsometimes to build software releases for live use.


Logical I/O Logical I/O is a read or write request by a program. That

request may, or may not, necessitate a physical I/O. Forexample, on a read request, the required record mayalready be in a memory buffer and therefore a physicalI/O will not be necessary.

[Capacity

Management]

Maintainability The ability of a component or IT Service, under statedconditions of use, to be retained in, or restored to, astate in which it can perform its required functions,when maintenance is performed under stated conditionsand using prescribed procedures and resources.



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Marginal cost The variable cost of producing one extra unit of productor service. That is, the cost which would have beenavoided if the unit / service was not produced /provided.

[CostManagement]

Mirrored Disks / Diskshadowing Duplicated disks for concurrent updating - see alsoduplex. [AvailabilityManagement]MTBF Mean Time Between Failures

The average elapsed time from the time an IT service orcomponent is fully restored until the next occurrence ofa failure in the same service or component. A shorterdefinition could be "expected lifetime".


MTBSI Mean Time Between IncidentsThe average elapsed time between the occurrence ofone failure, and the next failure of a system.


MTTR Mean Time To Repair

The average elapsed time from the occurrence of anincident to resolution of the incident.

[Availability

Management]

Multiplexer Multiplexers divide data channels into two or moreindependent fixed data channels of lower speed.


Operational levelagreement

An internal agreement covering the delivery of serviceswhich support the IT directorate in their delivery ofservices.


Operational LevelAgreements

Internal agreements covering the delivery of serviceswhich support the services enterprise in their delivery ofservices.


Operations bridge This combination in one physical location of ComputerOperations, Network Control and the Help Desk.

[ProblemManagement];

[Help Desk]Opportunity cost (or true cost) The value of a benefit sacrificed in favor of

an alternative course of action. That is the cost of usingresources in a particular operation expressed in termsof foregoing the benefit that could be derived from thebest alternative use of those resources.

[CostManagement]

Overheads The total of indirect materials, wages and expenses. [CostManagement]

Package assembly /disassembly device

A package assembly / disassembly device permitsterminals which do not have an interface suitable fordirect connection to a packet switched network to

access such a network. A PAD converts data to / frompackets and handles call set-up and addressing.


Package Release A package of new or changed software CIs which arereleased together into the test and subsequently liveenvironment.


Package Release A release that includes a package of software CIs thatare introduced into the test, and subsequently the live,environment together.


Package release A set of software CIs which are tested and introducedinto the live environment together.

[ProblemManagement]

Page fault A program interruption which occurs when a page thatis marked "not in real memory" is referred to by an

active page.



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Paging Paging is the I/O necessary to read and write to andfrom the paging disks: real (not virtual) memory isneeded to process data . With insufficient real memory,the operating system writes old pages to disk, andreads new pages from disk, so that the required dataand instructions are in real memory.


PD0005 Alternative title for the BSI publication A Code ofPractice for IT Service Management.

[ServiceSupport]

Percentage utilization Percentage utilization describes the amount of time thata hardware device is busy over a given period of time.For example, if the CPU is busy for 1800 seconds in ahour period, its utilization is said to be 50%.


Performance Criteria The expected levels of achievement which are setwithin the SLA against specific Key PerformanceIndicators.


Phantom line error A phantom line error is a communications error reportedby a computer system which is not detected by networkmonitoring equipment. It is often caused by changes tothe circuits and network equipment (e.g. re-routingcircuits at the physical level on a backbone network)while data communications is in progress.


Physical I/O Physical I/O means that a read or write request from aprogram has necessitated a physical read or writeoperation on an I/O device.


PR Problem ReportPrime cost The total cost of direct materials, direct labor and direct

expenses. The term prime cost is commonly restricted

to direct production costs only and so does notcustomarily include direct costs of marketing orresearch and development.

[CostManagement]

PRINCE The standard government method for projectmanagement.

[ChangeManagement]

PRINCE2 The standard UK government method for projectmanagement.

[ServiceSupport]

Priority Sequence in which an Incident or Problem needs to beresolved, based on impact and urgency.

[ServiceSupport]

Problem The underlying cause of multiple occurrences ofincidents; also, a serious incident.

[ChangeManagement]

Problem Unknown underlying cause of one or more Incidents. [ServiceSupport];[SecurityManagement]

Problem A condition identified from multiple incidents exhibitingcommon symptoms, or from a single significant incident,indicative of a single error, for which the cause isunknown.



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Problem Control The process of identifying, recording, classification andprogressing problems through investigation anddiagnosis until either "known errors" status is achievedor an alternative procedural reason for the "problem" isrevealed.


Problem Management A generic term to identify the combined processes ofincident, problem and error control, complemented bythe utilization of associated management information.The primary objective is to make sure services arestable, timely and accurate.


Problem Manager The problem Manager is charged with assistingComputer Operations, Network Control and the HelpDesk, when required, with incident control, to helpensure optimum service levels. The Problem Manageris also responsible for problem / error control, assistedas necessary by specialist support groups. The Problem

Management staff are responsible for the ProblemManagement support system and are the primary usersof its problem / known error subsystems.

[ProblemManagement]

Problem Record A record of a condition identified from a singlesignificant incident or from multiple incidents exhibitingcommon symptoms indicative of a single error, forwhich the cause is unknown.


Problem Report A form, or screen, containing detail of problems withany component of an IT Infrastructure or any aspect ofthe IT service.

[ChangeManagement]

Process A connected series of actions, activities, Changes etc.performed by agents with the intent of satisfying apurpose or achieving goal.

[ServiceSupport]

Process A series of actions or operations designed to achieve anend.


Process Control The process of planning and regulating, with theobjective of performing a process in an effective andefficient way.

[ServiceSupport]

Queuing time Queuing time is incurred when the device, which aprogram wishes to use, is already busy. The programwill therefore have to wait in a queue to obtain servicefrom that device.


Release A new and/or changed CI which is advanced for use ata later stage in the lifecycle (e.g. development to test,test to live).


Release A software CI which is introduced into the test, andsubsequently the live, environment. In most cases therelease will also include documentation and possiblyhardware as well.


Release A collection of new and/or changed configuration itemswhich are tested and introduced into the liveenvironment together.

[ChangeManagement]


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Release A collection of new and/or changed CIs which aretested and introduced into the live environmenttogether.

[ServiceSupport]

Release Record A record containing details of which CIs are affected by

a release (planned or implemented) and how.

[Configuration

Management]Release record A record containing details of which CIs are affected bya release (planned or implemented) and how.


Release unit The level or complexity at which software of a giventype, or a particular software item, is normally releasedinto the test and live environments - for example, a fullTP system; a suite; a program; a single module.


Reliability The ability of a component or IT Service to perform arequired function under stated conditions for a statedperiod of time. (See also, the mean time between

failures - q.v.)


Request For Change A form or screen, used to record details of a request fora change to any CI within an IT infrastructure or toprocedures and items associated with the ITinfrastructure.

[ConfigurationManagement];[SoftwareControl andDistribution];[ServiceSupport]

Request for change A form or screen, used to record details of a request fora change to any component of an IT Infrastructure anyaspect of IT services.

[ChangeManagement]

Request for Change A form or screen, used to record details of a request forchange to any component of an IT Infrastructure or anyaspect of IT services.

[ProblemManagement]

Resilience The capability of a set of configuration items (CIs) tocontinue to provide a required function when some CIsin the set have suffered a failure.


Resolution Action that will resolve an Incident. This may be a Work-around.

[ServiceSupport]

Resource cost This term is used to describe the amount of machineresource that a given task will consume. This resourceis usually expressed in seconds for the CPU or thenumber of I/Os for a disk or tape device.


Resource profile Resource profile describes the total resource costswhich are consumed by an individual online transaction,batch job or program. It is usually expressed in terms ofCPU seconds, number of I/Os and memory usage.



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Resource unit costs Resource unit may be calculated on a standard costbasis to identify the expected (standard) cost for using aparticular resource. Because computer resources comein many shapes and forms, units have to be establishedby logical groupings. Examples are:CPU time or instructionsdisk I/Osprint linescommunication transactions.

[CostManagement]

Resources The term resources refers to the means the IT Servicessection needs to provide the customers with therequired services. The resources are typically computerand related equipment, software, facilities ororganizational (people).

[CostManagement]

RFC Request For Change; see there [Configuration

Management]Role A set of responsibilities, activities and authorizations. [ServiceSupport]

Roll in roll out (RIRO) RIRO is a term which is used on some systems todescribe swapping.


Rotational PositionSensing

RPS is a facility which is employed on most mainframesand some minicomputers. When a seek has beeninitiated the system can free the path from a device to acontroller for use by another disc drive, while it iswaiting for the required data to come under the read /write heads (latency). This facility usually improves theoverall performance of the I/O subsystem.


SC&D Software Control and DistributionSecurity Management The process of managing a defined level of security on

information and services.[SecurityManagement]

Security Manager The Security Manager is the role that is responsible forthe Security Management process in the serviceprovider organization. The person is responsible forfulfilling the security demands as specified in the SLA,either directly or through delegation by the ServiceLevel Manager. The Security Officer and the SecurityManager work closely together.


Security Officer The Security Officer is responsible for assessing the

business risks and setting the security policy. As such,this role is the counterpart of the Security Manager andresides in the customers business organization. TheSecurity Officer and the Security Manager work closelytogether.

[Security

Management]

Seek time Seek time occurs when the disc read / write heads arenot positioned on the required track. It describes theelapsed time taken to move heads to the right track.


Segregation of duties Separation of the management or execution of certainduties or of areas of responsibility is required in order toprevent and reduce opportunities for unauthorizedmodification or misuse of data or service.



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Simulation modeling Simulation modeling, as the name implies, employs aprogram which simulates computer processing bydescribing in detail the path of a job or transaction. Itcan give extremely accurate results. Unfortunately, itdemands a great deal of time and effort from themodeler. It is most beneficial in extremely large or timecritical systems where the margin for error is very small.


Soft fault A soft fault describes the situation in a virtual memorysystem when the operating system has detected that apage of code or data was due to be reused, i.e. it is ona list of "free" pages, but it is still actually in memory. Itis now rescued and put back into service.


Software ConfigurationItem

As "Configuration Item", excluding hardware andservices.

[ServiceSupport]

Software Environment Software used to support the application, such as

operating system. Database management system,development tools, compilers, and application software.

[Service

Support]

Software Library A controlled collection of Software Configuration Itemsdesignated to keep those with like status and typetogether and segregated from unlike, to aid indevelopment, operation and maintenance.

[ServiceSupport]

Software work unit Software work is a generic term devised to represent acommon base on which all calculations for workloadusage and IT resource capacity are then based. A unitof software work for I/O type equipment equals thenumber of bytes transferred; and for central processors

it is based on the product of power and CPU-time.

[CostManagement]

Solid state devices Solid state disks are memory devices which are madeto appear as if they are disk devices. The advantages ofsuch devices are that the service times are much fasterthan real disks since there is no seek time or latency.The main disadvantage is that they are much moreexpensive.


Specsheet Specifies in details what the customer wants (external)and what consequences this has for the serviceprovider (internal) such as required resources and skills.


Standard cost A pre-determined calculation of how much costs shouldbe under specified working conditions. It is built up froman assessment of the value of costs elements andcorrelates technical specifications and the quantificationof materials, labor and other costs to the prices and / orwages expected to apply during the period in which thestandard cost is intended to be used. Its main purposesare to provide bases for control through varianceaccounting, for the valuation of work in progress and forfixing selling prices.

[CostManagement]

Standard costing A technique which uses standards for costs andrevenues for the purposes of control through varianceanalysis.

[CostManagement]


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Storage occupancy Storage occupancy is a defined measurement unit thatis used for storage type equipment to measure usage:the unit value equals the number of bytes stored.

[CostManagement]

Incident A single occurrence of deviation from the specificationof an IT infrastructure component or an aspect of ITservice.

[ChangeManagement]

Incident Report A form, or a screen, containing details of incidentsinvolving any component of an IT infrastructure or anyaspect of the IT service.

[ChangeManagement]

Super User In some organizations it is common to use "expert"Users (commonly known as Super, or Expert, Users) todeal with first-line support problems and queries. This istypically in specific application areas, or geographical

locations, where there is not the requirement for full-time support staff. This valuable resource needs,however, to be carefully coordinated and utilized.

[ServiceSupport]

Surcharging Surcharging is charging business users a premium ratefor using resources at peak times.

[CostManagement]

Swapping The reaction of the operating system to insufficient realmemory: swapping occurs when too many tasks areperceived to be competing for limited resources. It is thephysical movement of an address space may be movedat one time from main storage to auxiliary storage).


System An integrated composite that consists of one or more ofthe processes, hardware, software, facilities andpeople, that provides a capability to satisfy a statedneed or objective.

[ServiceSupport]

Terminal emulation Terminal emulation is achieved by software running onan intelligent device , typically a PC or workstation,which allows that device to function as an interactiveterminal connected to a host system. Examples of suchemulation software includes IBM 3270 BSC or SNA, ISLC03, or Digital VT100.


Terminal I/O Terminal I/O is a read from, or a write to, an onlinedevice such as a VDU or remote printer.


Test build environment A computer system or discrete part of a computersystem (made up of hardware and system software),which is used to build software releases for operationalacceptance testing.


Test environment A computer system or discrete part of a computersystem (made up of hardware and system software),which is used to run, and sometimes to build, softwarereleases for operational acceptance testing.


Trashing A condition in a virtual storage system where anexcessive proportion of CPU time is spent moving databetween main and auxiliary storage.



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Tree structures In data structures, a series of connected nodes withoutcycles. One node is termed the root and is the startingpoint of all paths, other nodes termed leaves terminatethe paths. It can be used to present hierarchicalstructures.


Threshold A pre-determined limit to the number of incidentsattributable to a single problem or known error, or to thetime for which an incident, problem or known error isoutstanding, at which escalation procedures areinvoked.

[ProblemManagement]

Underpinning contract A contract with an external supplier covering delivery ofservices that support the IT directorate in their deliveryof services.


Unit costs Unit costs are costs distributed over individualcomponent usage to establish the unit cost. Forexample, it can be assumed, that if a box of paper with

1,000 sheets costs 10 pounds, the obviously one sheetcosts 1 pence. Similarly if a CPU costs 1 million poundsa year and it is used to process 1,000 jobs that year,each job costs on average 1,000 pounds.

[CostManagement]

Urgency Measure of the business criticality of an Incident orProblem based on the impact and on the businessneeds of the Customer.

[ServiceSupport]

User The person who uses the services on a day-to-daybasis.

[ServiceSupport]

Utility cost center A cost center for the provision of support services toother cost centers.

[CostManagement]

Variance analysis A variance is the difference between planned,budgeted, or standard cost and actual cost (orrevenues). Variance analysis is an analysis of thefactors which have caused the difference between thepre-determined standards and the actual results.Variances can be developed specifically related to theoperations carried out in addition to those mentionedabove.

[CostManagement]

Variant A CI that has the same basic functionality as anotherCI, but is different in some small way.


Version An identified instance of a Configuration item within aproduct breakdown structure or configuration structurefor the purpose of tracking and auditing change history.Also used for software Configuration Items to define aspecific identification released in development fordrafting, review or modification, test or production.

[ServiceSupport]

Version Identifier A version number; version date; or version date anddate stamp.

[ServiceSupport]

Virtual memory system Virtual memory systems were developed to increase thesize of memory by adding an auxiliary storage layerwhich resides on disk.


VSI VSI (virtual storage interrupt) is an ICL VME term for a

page fault.

[Capacity

Management]


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Waterline The lowest level of detail relevant to the customer. [Service LevelManagement]

Work-around Method of avoiding an Incident or Problem, either froma temporary fix or from a technique that means the

Customer is not reliant on a particular aspect of aservice that is known to have a problem.

[ServiceSupport]

Workloads Workloads in the context of Capacity ManagementModeling, are a set of forecasts which detail theestimated resource usage over agreed planninghorizons. Workloads generally represent discretebusiness applications and can be further sub-dividedinto types of work (interactive, timesharing, batch).


WORM WORM or CD-WORM is the term which is frequentlyused to describe optical read only disks, standing forwrite once read many.



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Quellen

[Availability Management]

Availability ManagementISBN 0 11 330551 6Norwich 1999, 9. Auflage

[Capacity Management]Capacity ManagementISBN 0 11 330544 3Norwich 1999, 7. Auflage

[Change Management]Change ManagementISBN 0 11 330525 7

Norwich 1999, 11. Auflage

[Configuration Management]Configuration ManagementISBN 0 11 330530 310. Auflage, Norwich 1999

[Contingency Management]Contingency ManagementISBN 0 11 330524 9Norwich 1999, 11. Auflage

[Cost Management]Cost ManagementISBN 0 11 330547 8Norwich 1999, 9. Auflage

[Help Desk]Help DeskISBN 0 11 330522 2Norwich 1997

[Problem Management]

Problem ManagementISBN 0 11 330527 0Norwich 1999, 11. Auflage

[Security Management]Security ManagementISBN 0 11 330014 XNorwich 1999, 1. Auflage

[Service Level Management]Service Level ManagementISBN 0 11 330691 1

Norwich 1999, 3. Auflage


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GI V A b it k i 5 1 1 S i M t S it 24 24

[Service Support]

Service SupportISBN 0 11 330015 8Norwich 2000, 1. Auflage

[Software Control and Distribution]Software Control and DistributionISBN 0 11 330537 0Norwich 1999, 9. Auflage

Glossar Service-Management ITIL

Documents

Transcript of Glossar Service-Management ITIL