A formal definition of Requirements. A Specification may be used to define technical or Operational Requirements, and may be internal or external. Many public Standards consist of a Code of Practice and a Specification. The Specification defines the Standard against which an Organization can be Audited.
Stakeholder
All people who have an interest in an Organization, Project, IT Service, etc. Stakeholders may be interested in the Activities, targets, Resources, or Deliverables. Stakeholders may include Customers, Partners, employees, shareholders, owners, etc. See also RACI.
Standard
A mandatory Requirement. Examples include ISO/IEC 20000 (an international Standard), an internal security standard for Unix configuration, or a government standard for how financial Records should be maintained. The term Standard is also used to refer to a Code of Practice or Specification published by a Standards Organization such as ISO or BSI. See also Guideline.
Standby
(Service Design) Used to refer to Resources that are not required to deliver the Live IT Services, but are available to support IT Service Continuity Plans. For example a Standby data centre may be maintained to support Hot Standby, Warm Standby or Cold Standby arrangements.
Statement of requirements
(Service Design) A Document containing all Requirements for a product purchase, or a new or changed IT Service. See also Terms of reference .
Status
The name of a required field in many types of Record. It shows the current stage in the Lifecycle of the associated Configuration Item, Incident, Problem, etc.
Strategic
(Service Strategy) The highest of three levels of Planning and delivery (Strategic, Tactical, Operational). Strategic Activities include Objective setting and long-term Planning to achieve the overall Vision.
Strategy
(Service Strategy) A Strategic Plan designed to achieve defined Objectives.
Supplier
(Service Strategy) (Service Design) A Third party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing Organizations. See also Underpinning Contract , Supply chain .
Supplier and Contract Database
(Service Design) A database or structured Document used to manage Supplier Contracts throughout their Lifecycle. The SCD contains key Attributes of all Contracts with Suppliers, and should be part of the Service Knowledge Management System.
Supplier Management
(Service Design) The Process responsible for ensuring that all Contracts with Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments.
Supply chain
(Service Strategy) The Activities in a Value Chain carried out by Suppliers. A Supply chain typically involves multiple Suppliers, each adding value to the product or Service. See also Value Network .
Support group
(Service Operation) A group of people with technical skills. Support groups provide the Technical support needed by all of the IT Service Management Processes. See also Technical management .
Support hours
(Service Design) (Service Operation) The times or hours when support is available to the Users. Typically these are the hours when the Service Desk is available. Support hours should be defined in a Service Level Agreement, and may be different from Service hours. For example, Service hours may be 24 hours a day, but the Support hours may be 07:00 to 19:00.
Supporting service
(Service Strategy) A Service that enables or enhances a Core Service. For example, a Directory Service or a Backup Service.
SWOT analysis
(Continual Service Improvement) A technique that reviews and analyses the internal strengths and weaknesses of an Organization and the external opportunities and threats that it faces SWOT stands for Strengths, Weaknesses, Opportunities and Threats.
System
A number of related things that work together to achieve an overall Objective. For example:
A computer System including hardware, software and Applications
A management System, including multiple Processes that are planned and managed together. For example, a Quality Management System
A Database Management System or Operating System that includes many software modules that are designed to perform a set of related Functions.
System Management
The part of IT Service Management that focuses on the management of IT Infrastructure rather than Process.
Tactical
The middle of three levels of Planning and delivery (Strategic, Tactical, Operational). Tactical Activities include the medium-term Plans required to achieve specific Objectives, typically over a period of weeks to months.
Technical management
(Service Operation) The Function responsible for providing technical skills in support of IT Services and management of the IT Infrastructure. Technical management defines the Roles of Support groups, as well as the tools, Processes and Procedures required.
Technical service
See Infrastructure Service.
Technical support
See Technical management .
Terms of reference
(Service Design) A Document specifying the Requirements, Scope, Deliverables, Resources and schedule for a Project or Activity.
Test
(Service Transition) An Activity that verifies that a Configuration Item, IT Service, Process, etc. meets its Specification or agreed Requirements. See also Acceptance.
Third party
A person, group, or Business that is not part of the Service Level Agreement for an IT Service, but is required to ensure successful delivery of that IT Service. For example, a software Supplier, a hardware maintenance company, or a facilities department. Requirements for Third Parties are typically specified in Underpinning Contracts or Operational Level Agreements.
Third-line support
(Service Operation) The third level in a hierarchy of Support groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other resources.
Threat
Anything that might exploit a Vulnerability. Any potential cause of an Incident can be considered to be a Threat. For example a fire is a Threat that could exploit the Vulnerability of flammable floor coverings. This term is commonly used in Information Security Management and IT Service Continuity Management, but also applies to other areas such as Problem and Availability Management.
Threshold
The value of a Metric that should cause an Alert to be generated, or management action to be taken. For example ‘Priority 1 Incident not solved within four hours’, ‘more than five soft disk errors in an hour’, or ‘more than 10 failed changes in a month’.
Throughput
(Service Design) A measure of the number of Transactions, or other Operations, performed in a fixed time. For example, 5,000 e-mails sent per hour, or 200 disk I/Os per second.
Total Cost of Ownership
(Service Strategy) A methodology used to help make investment decisions. TCO assesses the full Lifecycle Cost of owning a Configuration Item, not just the initial Cost or purchase price.
Transaction
A discrete Function performed by an IT Service. For example transferring money from one bank account to another. A single Transaction may involve numerous additions, deletions and modifications of data. Either all of these complete successfully or none of them is carried out.
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