Job Description
A Document that defines the Roles, responsibilities, skills and knowledge required by a particular person. One Job Description can include multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by one person.
Job Scheduling
(Service Operation) Planning and managing the execution of software tasks that are required as part of an IT Service. Job Scheduling is carried out by IT Operations Management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year.
Key Performance Indicator
(Service Design) (Continual Service Improvement) A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed. See also Critical Success Factor.
Knowledge Base
(Service Transition) A logical database containing the data used by the Service Knowledge Management System.
Knowledge Management
(Service Transition) The Process responsible for gathering, analysing, storing and sharing knowledge and information within an Organization. The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. See also Service Knowledge Management System.
Known Error
(Service Operation) A Problem that has a documented Root cause and a Workaround. Known Errors are created and managed throughout their Lifecycle by Problem Management. Known Errors may also be identified by Development or Suppliers.
Lifecycle
The various stages in the life of an IT Service, Configuration Item, Incident, Problem, Change, etc. The Lifecycle defines the Categories for Status and the Status transitions that are permitted. For example:
The Lifecycle of an Application includes Requirements, Design, Build, Deploy, Operate, Optimize
The Expanded Incident Lifecycle includes Detect, Respond, Diagnose, Repair, Recover, Restore
The Lifecycle of a Server may include: Ordered, Received, In Test, Live, Disposed, etc.
Line of Service
(Service Strategy) A Core Service or Supporting service that has multiple Service level packages. A line of Service is managed by a Product Manager and each Service level package is designed to support a particular market segment.
Live
(Service Transition) Refers to an IT Service or Configuration Item that is being used to deliver Service to a Customer.
Live Environment
(Service Transition) A controlled Environment containing Live Configuration Items used to deliver IT Services to Customers.
Maintainability
(Service Design) A measure of how quickly and Effectively a Configuration Item or IT Service can be restored to normal working after a Failure. Maintainability is often measured and reported as MTRS.
Maintainability is also used in the context of Software or IT Service Development to mean ability to be Changed or Repaired easily.
Major Incident
(Service Operation) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.
Managed Services
(Service Strategy) A perspective on IT Services that emphasizes the fact that they are managed. The term Managed Services is also used as a synonym for Outsourced IT Services.
Management Information
Information that is used to support decision making by managers. Management Information is often generated automatically by tools supporting the various IT Service Management Processes. Management Information often includes the values of KPIs such as ‘Percentage of Changes leading to Incidents’, or ‘first-time fix rate’.
Management of Risk
The OGC methodology for managing Risks. M_o_R includes all the Activities required to identify and Control the exposure to Risk, which may have an impact on the achievement of an Organization’s Business Objectives. See www.m-o-r.org for more details.
Management System
The framework of Policy, Processes and Functions that ensures an Organization can achieve its Objectives.
Manual Workaround
A Workaround that requires manual intervention. Manual Workaround is also used as the name of a Recovery Option in which the Business Process Operates without the use of IT Services. This is a temporary measure and is usually combined with another Recovery Option.
Maturity
(Continual Service Improvement) A measure of the Reliability, Efficiency and Effectiveness of a Process, Function, Organization, etc. The most mature Processes and Functions are formally aligned to Business Objectives and Strategy, and are supported by a framework for continual improvement.
Mean Time Between Failures
(Service Design) A Metric for measuring and reporting Reliability. MTBF is the average time that a Configuration Item or IT Service can perform its agreed Function without interruption. This is measured from when the CI or IT Service starts working, until it next fails.
Mean Time Between Service Incidents
(Service Design) A Metric used for measuring and reporting Reliability. MTBSI is the mean time from when a System or IT Service fails, until it next fails. MTBSI is equal to MTBF + MTRS.
Mean Time To Repair
The average time taken to repair a Configuration Item or IT Service after a Failure. MTTR is measured from when the CI or IT Service fails until it is repaired. MTTR does not include the time required to Recover or Restore. MTTR is sometimes incorrectly used to mean Mean Time to Restore Service.
Mean Time to Restore Service
The average time taken to restore a Configuration Item or IT Service after a Failure. MTRS is measured from when the CI or IT Service fails until it is fully restored and delivering its normal functionality. See also Maintainability, Mean Time to Repair.
Metric
(Continual Service Improvement) Something that is measured and reported to help manage a Process, IT Service or Activity. See also KPI.
Middleware
(Service Design) Software that connects two or more software Components or Applications. Middleware is usually purchased from a Supplier , rather than developed within the IT Service provider . See also Off the Shelf.
Model
A representation of a System, Process, IT Service, Configuration Item, etc. that is used to help understand or predict future behaviour.
Modelling
A technique that is used to predict the future behaviour of a System, Process, IT Service, Configuration Item, etc. Modelling is commonly used in Financial Management, Capacity Management and Availability Management.
Monitoring
(Service Operation) Repeated observation of a Configuration Item, IT Service or Process to detect Events and to ensure that the current status is known.
Objective
The defined purpose or aim of a Process, an Activity or an Organization as a whole. Objectives are usually expressed as measurable targets. The term Objective is also informally used to mean a Requirement. See also Outcome.
Off-The-Shelf
See Commercial Off-The-Shelf.
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