Problem
(Service Operation) A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
Problem Management
(Service Operation) The Process responsible for managing the Lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented.
Procedure
A Document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes. See also Work Instruction .
Process
A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
Process Control
The Activity of planning and regulating a Process, with the Objective of performing the Process in an Effective, Efficient, and consistent manner.
Process Owner
A Role responsible for ensuring that a Process is Fit for Purpose. The Process Owner’s responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its Metrics. This Role is often assigned to the same person who carries out the Process Manager Role, but the two Roles may be separate in larger Organizations.
Proforma
A template, or example Document containing example data that will be replaced with the real values when these are available.
Programme
A number of Projects and Activities that are planned and managed together to achieve an overall set of related Objectives and other Outcomes.
Project
A temporary Organization, with people and other Assets required to achieve an Objective or other Outcome. Each Project has a Lifecycle that typically includes initiation, Planning, execution, Closure, etc. Projects are usually managed using a formal methodology such as PRINCE2.
Quality
The ability of a product, Service, or Process to provide the intended value. For example, a hardware Component can be considered to be of high Quality if it performs as expected and delivers the required Reliability. Process Quality also requires an ability to monitor Effectiveness and Efficiency, and to improve them if necessary. See also Quality Management System.
Quality Management System
(Continual Service Improvement) The set of Processes responsible for ensuring that all work carried out by an Organization is of a suitable Quality to reliably meet Business Objectives or Service level s. See also ISO 9000.
RACI
(Service Design) (Continual Service Improvement) A Model used to help define Roles and Responsibilities. RACI stands for Responsible, Accountable, Consulted and Informed.
Reciprocal Arrangement
(Service Design) A Recovery Option. An agreement between two Organizations to share resources in an emergency. For example, Computer Room space or use of a mainframe.
Record
A Document containing the results or other output from a Process or Activity. Records are evidence of the fact that an activity took place and may be paper or electronic. For example, an Audit report, an Incident Record, or the minutes of a meeting.
Recovery
(Service Design) (Service Operation) Returning a Configuration Item or an IT Service to a working state. Recovery of an IT Service often includes recovering data to a known consistent state. After Recovery, further steps may be needed before the IT Service can be made available to the Users (Restoration).
Recovery Option
(Service Design) A Strategy for responding to an interruption to Service. Commonly used Strategies are Do Nothing, Manual Workaround, Reciprocal Arrangement, Gradual Recovery, Intermediate Recovery, Fast Recovery, Immediate Recovery. Recovery Options may make use of dedicated facilities, or Third party facilities shared by multiple Businesses.
Redundancy
See Fault Tolerance.
The term Redundant also has a generic meaning of obsolete, or no longer needed.
Relationship
A connection or interaction between two people or things. In Business Relationship Management it is the interaction between the IT Service provider and the Business. In Configuration Management it is a link between two Configuration Items that identifies a dependency or connection between them. For example Applications may be linked to the Servers they run on. IT Services have many links to all the CIs that contribute to them.
Relationship Processes
The ISO/IEC 20000 Process group that includes Business Relationship Management and Supplier Management.
Release
(Service Transition) A collection of hardware, software, documentation, Processes or other Components required to implement one or more approved Changes to IT Services. The contents of each Release are managed, tested, and deployed as a single entity.
Release and Deployment Management
(Service Transition) The Process responsible for both Release Management and Deployment.
Release Management
(Service Transition) The Process responsible for Planning, scheduling and controlling the movement of Releases to Test and Live Environments. The primary Objective of Release Management is to ensure that the integrity of the Live Environment is protected and that the correct Components are released. Release Management is part of the Release and Deployment Management Process.
Release Record
(Service Transition) A Record in the CMDB that defines the content of a Release. A Release Record has Relationships with all Configuration Items that are affected by the Release.
Reliability
(Service Design) (Continual Service Improvement) A measure of how long a Configuration Item or IT Service can perform its agreed Function without interruption. Usually measured as MTBF or MTBSI. The term Reliability can also be used to state how likely it is that a Process, Function, etc. will deliver its required outputs. See also Availability.
Repair
(Service Operation) The replacement or correction of a failed Configuration Item.
Request for Change
(Service Transition) A formal proposal for a Change to be made. An RFC includes details of the proposed Change, and may be recorded on paper or electronically. The term RFC is often misused to mean a Change Record, or the Change itself.
Request Fulfilment
(Service Operation) The Process responsible for managing the Lifecycle of all Service requests.
Requirement
(Service Design) A formal statement of what is needed. For example, a Service Level Requirement, a Project Requirement or the required Deliverables for a Process. See also Statement of requirements .
Resilience
(Service Design) The ability of a Configuration Item or IT Service to resist Failure or to Recover quickly following a Failure. For example an armoured cable will resist failure when put under stress. See also Fault Tolerance.
Resolution
(Service Operation) Action taken to repair the Root cause of an Incident or Problem, or to implement a Workaround. In ISO/IEC 20000, Resolution Processes is the Process group that includes Incident and Problem Management.
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