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ITIL , 2.0, 29 2011 .

1.0, 29 2011

ITIL

.

www.itil-officialsite.com/InternationalActivities/TranslatedGlossaries.aspx.

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1


(Ashley Hanna, HP) (Stuart Rance,
HP), 2007 ,
2011.
,
ITIL 2007 2011 .
www.itil-officialsite.com/Publications/PublicationAcknowledgements.aspx.
(INLINE Technologies),
, ,
:
(IT Expert),
(IT Exploration Services),
(Cleverics),
(HP).

itSMF
,
2009 : ,
, , , ,
, , , ,
, , , , ,
, , , ,
, , , ,
, , , ,
.

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2

COBIT

(ITIL Continual Service Improvement)


(COBIT)

-. COBIT
ISACA IT Governance Institute (ITGI).

www.isaca.org.

ITIL

,
-. ITIL

-, , ,
, .
ITIL ,
(, ,
,
).
ITIL.
,
ITIL,
, ,
. ITIL

.

www.itil-officialsite.com.

OGC

Office of
Government
Commerce
(OGC)

OGC (
Best Management Practice)


.
. www.cabinetoffice.gov.uk.

PRINCE2

PRINCE2

. PRINCE2.

SLAM Chart

(ITIL Continual Service Improvement) SLAM-




.
SLAM- , ,

,

12- .

COBIT

ITIL

SLAM-

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3

SWOT-

SWOT Analysis

(ITIL Continual Service Improvement) ,



,
. SWOT
(strengths), (weaknesses),
(opportunities) (threats).

Automatic Call
Distribution
(ACD)

(ITIL Service Operation)




.


.

Accredited


- . ,

.
(ITIL Service Strategy) .
,
.
:
, , , , ,
, ,
.

Asset

. ; ;
.

Customer Asset

Invocation

Active
Monitoring

.
. .
(ITIL Service Design) ,
. ,
- -.
(ITIL Service Operation)
-,


.
. .

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(BIA)


(CFIA)

Opportunity
Cost

(ITIL Service Strategy) ,



.
,
.
,


.

,
.

Depreciation

(ITIL Service Strategy)


.
,
.

Business Impact
Analysis (BIA)

(ITIL Service Strategy)


,
,
-
.
, , -,
- ..
-.

,

-.

Component
Failure Impact
Analysis (CFIA)

(ITIL Service Design) ,



- .
-
,
(
-)
- (
).

Cost Benefit
Analysis

,


.
. ;
; ;
;
.

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(FTA)

Fault Tree
Analysis (FTA)

(ITIL Service Design) (ITIL Continual Service


Improvement) ,
,
. ,
,
.

Kepner And
Tregoe Analysis

(ITIL Service Operation)


.
"", "", "" "".
.
. ,
.

Pain Value
Analysis

(ITIL Service Operation) ,



.
,
,
(
).

Gap Analysis

(ITIL Continual Service Improvement) ,



.

.
. .


(SFA)

Service Failure
Analysis (SFA)

(ITIL Service Design) ,



-.


-, -.
- ,
,
.

Service
Analytics

(ITIL Service Strategy) ,


.

,
- .

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Trend Analysis

Analytical
Modelling


(ITIL Continual Service Improvement)

.

, ,
,

.


-.
(ITIL Continual Service Improvement) (ITIL Service
Design) (ITIL Service Strategy) ,

-
. , ,

.
. ;
.

Crisis
Management

,
.

,

,

.

Architecture

(ITIL Service Design)


-,
, .

,
.
(ITIL Service Transition)
. ,
, ,
.
(CMDB)

(CMS).

Attribute

. ;
.

Excitement
Attribute

. .

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-
,

.
.

Audit

. ; .

Outsourcing

(ITIL Service Strategy)


-.
. .

(CMDB)

Configuration
Management
Database
(CMDB)

(ITIL Service Transition) ,



.

,


.

Knowledge
Base

(ITIL Service Transition) ,


,
.

Known Error
Database
(KEDB)

(ITIL Service Operation) ,


.


.


.


(KEDB)

(ITIL Continual Service Improvement) (ITIL Service


Transition) ,
.
,

. :

ITSM


Baseline

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-

.
. .

Configuration
Baseline

(ITIL Service Transition)


,

.
,
.

Security

. .

Definitive Media
Library (DML)

(ITIL Service Transition)


,

, .


,
.
,
.


.

Business

(ITIL Service Strategy)


,
-.
ITSM

, .
- -
. -
,
( ),
(
).

Business
Customer

(ITIL Service Strategy)


, . ,
,
- , .

Business
Perspective

(ITIL Continual Service Improvement)


-

.

(DML)

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Business Unit

(ITIL Service Strategy) ,


, ,
. -

.

Business
Process

, .
-
-. ,

,
-. -.
, -. ,

.
-
-. -
-,
,
-,
- .

Business
Service

. , .


(BSI)

Business
Objective

British
Standards
Institution (BSI)

(ITIL Service Strategy) -


. -
, -.

,
.

www.bsi-global.com
( www.bsi-russia.ru).
.
.

Quick Win

(ITIL Continual Service Improvement)


,

.
. .

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Fast Recovery

(ITIL Service Design) ,


.


,
-.
24 ,
,
.

Responsiveness

,
-.
,
-
..
,
-

.

Budget

. ; .

Budgeting


.
( )

.

Capital
Budgeting

(ITIL Service Strategy)



.

Work in
Progress (WIP)

, , ,
.
, , ..

Verification

(ITIL Service Transition) ,


, -,
, - ,
,
.
. ; ;
.

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Verification and
Audit

(ITIL Service Transition) ,



,
,
.
,
. ,
,
.
, .

Version

(ITIL Service Transition)



.
,

. ,
3
2.

Relationship


.

- .


,
. ,
,
, -
,
.

Charging

(ITIL Service Strategy) -.


-
,
-
.
. ;
.

Vision

,
.

.
. .

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Process Owner

Service Owner


,
.

, ,

.
,
,
.
(ITIL Continual Service Improvement) ,

.


.
.
.

Impact

(ITIL Service Operation) (ITIL Service Transition)


,
-. ,
.
.

(UC)

Underpinning
Contract (UC)

(ITIL Service Design)


- .
,
- .

,


.

External
Customer

, ,
-, .
. ;
.

External Service
Provider

(ITIL Service Strategy) -,


, ,
. -

.
. ; III .

External Metric

,
- .


. . .

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Transfer Cost

Internal
Customer

Internal Service
Provider


(ITIL Service Strategy) ,
,
. ,
-
,
.
-
.
, ,
-.
. ,
.
(ITIL Service Strategy) -,
, .
-
.
. I;
II; .

Internal Metric

,
-
,
.
-.
. .


()

Internal Rate of
Return (IRR)

(ITIL Service Strategy) ,


.
(IRR) -

.

.
. ;
.

Return to
Normal

(ITIL Service Design)


-,
. ,
,



-.

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Return on
Investment
(ROI)

(ITIL Continual Service Improvement) (ITIL Service


Strategy) .

,
.
. ;
.

Back-Out

(ITIL Service Transition)



.

.

Restore

(ITIL Service Operation)


-

.
.

Restoration of
Service

. .

Service Pipeline

(ITIL Service Strategy)


,
-,
, .

-
,
.

Recovery

(ITIL Service Design) (ITIL Service Operation)


-
. -

.

,
, -
().

Remediation

(ITIL Service Transition) ,



.
,
,
-.


(ROI)



-.

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Service
Maintenance
Objective (SMO)

(ITIL Service Operation) ,



.

Support Hours

(ITIL Service Design) (ITIL Service Operation)


,
.
.
,

. ,
24 ,
- 07:00 19:00.

Service Hours

(ITIL Service Design) (ITIL Continual Service


Improvement) ,
- .
, -, 08:00 17:00
.

.

Downtime

(ITIL Service Design) (ITIL Service Operation)



,
- .
-
.

Response Time

,
.
,

.
(ITIL Service Strategy) ,
.

,
.

Enabling
Service

. .

Second-Line
Support

(ITIL Service Operation)


,
.

,
.

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()


()

Service
Sourcing

(ITIL Service Strategy)



,
,
.
. ; ;
.

Retire

(ITIL Service Transition)


-
.

.

Fulfilment


. ,
-
.

Throughput

(ITIL Service Design) ,


,
. ,
5000 , 200
- .

High Availability

(Service Design) ,


-.

,
,

.

Billing

(ITIL Service Strategy)


.

.
. .

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(ITIL Service Strategy) ,

.
(,
)
.

, ,
(
).
,

. -
.

Warranty

. .

Hot Standby

. ;
.

Off The Shelf

. .

Change
Schedule

(ITIL Service Transition)



,
.

,
, .

IT Steering
Group (ISG)

(ITIL Service Design) (ITIL Service Strategy) ,




-.

-.

.

Support Group

(ITIL Service Operation)


.
,

-.
. .


(ISG)

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--
(DIKW)

Data-toInformation-toKnowledge-toWisdom (DIKW)

(ITIL Service Transition)


, ,
. DIKW ,

.

Driver

, ,
. ,
.

Activity

,
. , ,
,
.

Diagnosis

(ITIL Service Operation)


.

.

Ishikawa
Diagram

(ITIL Continual Service Improvement) (ITIL Service


Operation) ,
.
(Kaoru Ishikawa),

, .

Fishbone
Diagram

. .

Differential
Charging

,
,
-
. ,

,
-.


(VOI)

Value On
Investment
(VOI)

(ITIL Continual Service Improvement)


.

, .
. .

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Service Contract


(ITIL Service Strategy)
-.


-, ,
(,
).
. .

()

Contract

Document

,
.
. , ,
,
.
. .

Job Description

Enhancing
Service

, ,
, ,
.
,

.
(ITIL Service Strategy) ,
,
.

, ,

,
.
. ;
.

Availability

(ITIL Service Design) -



, .
,
, ,
.
.

.
-
.

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(ROA)

Return on
Assets (ROA)


(ITIL Service Strategy) .

.
. .


(SPOF)

Single Point of
Contact

Single Point of
Failure (SPOF)

(ITIL Service Operation)



-. ,
-
.
(ITIL Service Design)
, ,
.

,
-.
. .

(ITIL Service Strategy) ,


. ,
, (,
,
) (,
, ).

. ,

, , ,
..

Cost Unit

. .

Unit Cost

(ITIL Service Strategy) -


()
-. ,
.

Chargeable Item

(ITIL Service Strategy)


-,
(, ,
).

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Release Unit


(ITIL Service Transition) -,

.
,
- .
,
, ,
, ,
..

,

.
-,
, , ,
..

. :


, ,
, , ,
.


, ,
, ,
.


, , ,
, ..

Lifecycle

Service
Management
Lifecycle

. .

Service
Lifecycle

-,

, , ,

-.

, , ,

-.

Dependency

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Stakeholder


, , ,
- ..
, ,
, .
, , ,
, , ..
. .

Customer

.
-
,
.

-
(SOX)

Sarbanes-Oxley
(SOX)

,
.

Closed

(ITIL Service Operation)


, ,
..
.

Closure

(ITIL Service Operation)


, ,
..

Record

,
.


.
, ,
.

Change Record

(ITIL Service Transition) ,


.

.
,
.

,
.
-
.

Problem Record

(ITIL Service Operation) ,


.

.
. .

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Release Record

(ITIL Service Transition) ,


.

, .

-
.

Known Error
Record

(ITIL Service Operation) ,


.

, ,
.


.

Incident Record

(ITIL Service Operation) ,


.

.

Service Request

(ITIL Service Operation)


-. ,
,
.


,
.

.

Change
Request

. .

Request for
Change (RFC)

(ITIL Service Transition)


.


.

.

Cost

,
, - -.
(),
(
) .


(RFC)

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Call

(ITIL Service Operation)


.

.

Major Incident

(ITIL Service Operation)


, .

.

Maturity

(ITIL Continual Service Improvement)


,
, , ..

- ,
.

Identity

(ITIL Service Operation) ,


,
.
,
.
i_ivanov .

Configuration
Identification

(ITIL Service Transition) ,



,
.


,
.

Release
Identification

(ITIL Service Transition) ,



.

.
, Microsoft Office 2010 SR2.

Hierarchic
Escalation

(ITIL Service Operation)



.

Known Error

(ITIL Service Operation) ,



.

.

.

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Overhead

Change

(ITIL Service Transition) ,


-,
-.
, , ,
,
- .

Service Change

. .

Simulation
Modelling

(ITIL Continual Service Improvement) (ITIL Service


Design) ,

-.
,
.


,
.
,
.
. ;
.

Insourcing

(ITIL Service Strategy) ,


-
.
. .



(PMI)

Project
Management
Institute (PMI)

,


, ,

. PMI
,
. PMI
PMBOK.
www.pmi.org.
.
PRINCE2.

Value Network

(ITIL Service Strategy)



.
, ,
.
. ;
.

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(IVR)

Interactive Voice
Response (IVR)

(ITIL Service Operation)


,
,
,

.

Internet Service
Provider (ISP)

,
. -
-,
.

Service Provider
Interface (SPI)

(ITIL Service Strategy)


- , ,
- .

-.

Information
System

. .


(SMIS)

Security
Management
Information
System (SMIS)

(ITIL Service Design) ,


,
.


.
.
.

()

Information
Technology (IT)

,
.
,
,
.
-, ,
, , ..

- -.

Infrastructure
Service

,
,
.
.

Incident

(ITIL Service Operation)


-.
,
, , ,
,
.

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9000

ISO 9000


,

.
www.iso.org.
.
.

9001

ISO 9001


.
. ISO 9000; .

/ 20000

/ 27001

ISO/IEC 20000

ISO/IEC 27001


-.
(ITIL Continual Service Improvement) (ITIL Service
Design)
.

/ 27002.
. .

/ 27002

ISO/IEC 27002

(ITIL Continual Service Improvement)



.
/ 27001.
. .

Repair

(ITIL Service Operation)


.

Change History

(ITIL Service Transition)




.
, .

IT Infrastructure

, ,
..,
, , ,
, -.
-
,
,
.

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IT Service


, -.
-
, . -,
,

,
.
-, ,
,

, .
. ; ;
; .

Confidentiality

(ITIL Service Design) ,


,
.

Capitalization

(ITIL Service Strategy)


,
.

.

.


(CAPEX)

Capital
Expenditure
(CAPEX)

. .

Capital Cost

(ITIL Service Strategy) -,


, ,
.

.
. .

Service
Catalogue

(ITIL Service Design) (ITIL Service Strategy)


,
-,
,
-, .
,
-: ,
,
, -
,
.
. ;
.

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, -
.
. ,
,
,
.

Category

, ,
.
,
,
.

,
.

Quality

. .

Qualification

(ITIL Service Transition) ,


, -

-.
. .

Classification

-.

. ,
, , ..,
.
,
, -. ,


.
:

Client

,
. ,
,
.

-
,
. ,
.

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()

Key
Performance
Indicator (KPI)

(ITIL Continual Service Improvement) (ITIL Service


Design) ,
-, , ,
.

.



, -
.

,
,
.

Commercial off
the Shelf
(COTS)

(ITIL Service Design)


,
.


(CMMI)

Capability
Maturity Model
Integration
(CMMI)

(ITIL Continual Service Improvement)



,

-. CMMI

.

,
. CMMI

,
,


.
www.sei.cmu.edu/cmmi.
. .


(TQM)

Total Quality
Management
(TQM)

(ITIL Continual Service Improvement)



.



.

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Component

,
- .
,
-,
. ,
,
.

Component CI

(ITIL Service Transition) ,


. ,

.

Computer
Telephony
Integration (CTI)

(ITIL Service Operation) -


,

.
,

.
. ;
.

,
, - ..

, .

Outcome

. .

Concurrency

,

.

Countermeasure


.
,
,
-.

Control

,
- .
,
, , (RAID),
..
.

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(QA)

Quality
Assurance (QA)


(ITIL Service Transition) ,
,
.

,
.
ITIL.
. .

Configuration
Control

(ITIL Service Transition) ,


, ,

, ,

.

Operations
Control

. .

IT Operations
Control

(ITIL Service Operation) ,


-
-.
. .

Benchmark

(ITIL Continual Service Improvement) (ITIL Service


Transition) ,

. ,


;

.
. ,
.

()

Configuration
Item (CI)

(ITIL Service Transition)


,
, -.





.

.
-,
, , ,
,
.

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Configuration
Record

(ITIL Service Transition) ,



.

.


.

Configuration

(ITIL Service Transition) ,


,

-
.

.

Charter

(ITIL Service Strategy) ,


,
.

.

Service Charter

(ITIL Service Design) (ITIL Service Strategy) ,


.


.
,

.
. ;
; .

Design
Coordination

(ITIL Service Design) ,


, ,
.


-,
, , ,
.

Root Cause

(ITIL Service Operation)


.

Enterprise
Financial
Management

(ITIL Service Strategy) ,



,
.
. -.

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Course
Corrections

Indirect Cost



,
.

.
(ITIL Service Strategy)
-,
. ,

.
.
. .

SMART

(ITIL Service Design) (ITIL Continual Service


Improvement)
,

(specific), (measurable),
(achievable), (relevant)
(timely).

SMART

Service
Acceptance
Criteria (SAC)

(ITIL Service Transition) ,


, ,
-
,
-
-,
.
. .


(CSF)

Critical Success
Factor (CSF)

,
-, , ,
.

. ,
-

,

,
, ..

Vital Business
Function (VBF)

(ITIL Service Design) -,


.
-

, -
.

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, ,
, ,
.

Culture

. .

Line of Service
(LOS)

(ITIL Service Strategy)


.
.

.

Best Practice

,

. ITIL
.

Scalability

-, ,
..,
,
.

Authority Matrix

. .

RACI

(ITIL Service Design) ,


.
RACI (responsible),
(accountable),
(consulted) (informed).

International
Organization for
Standardization
(ISO)


() - .
- ,
156 .

www.iso.org.

Account
Manager

(ITIL Service Strategy) ,


,

.
3-
.


c
(BRM)

Business
Relationship
Manager (BRM)

(ITIL Service Strategy) ,



.
.


(RACI)


()

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(-)


PRINCE2 (PRINCE2)

Process
Manager

,
.

, ,

.
, ,

-
.
,
,
.

Service
Manager


.

,
,
- .

PRojects IN
Controlled
Environments
(PRINCE2)

,

.

www.prince-officialsite.com.
. PMBOK.


M_o_R (M_o_R)

Management of
Risk (M_o_R)

Metric

M_o_R
,
,
- .

www.mor-officialsite.com.
(ITIL Continual Service Improvement)

, - .
. .

Mission

,
. ,
, ,
.
. .

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Portable Facility


(ITIL Service Design)
,


-.
. ;
.

Modelling

,
, , -,
..
,
.

Model

, , -,
..

.

eSCM-CL

eSourcing
Capability Model
for Client
Organizations
(eSCM-CL)

eSCM-SP

eSourcing
Capability Model
for Service
Providers
(eSCM-SP)

Pattern of
Business
Activity (PBA)

(ITIL Service Strategy) ,




. eSCM-CL
-, .
. eSCM-SP.
(ITIL Service Strategy) ,
-
-
. eSCM-SP
-, .
. eSCM-CL.
(ITIL Service Strategy)
-.
-
-

.
. .

Request Model

(ITIL Service Operation)



.
,
.
,
(, ),
, ,
(,
-).
. .

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Cost Model


(ITIL Service Strategy) ,
,
,

, - .
. ; ;
.

Change Model

(ITIL Service Transition)


.
,

.
, ,
(,
)
(,
).
. ,
.

Kano Model

(ITIL Service Strategy) ,


(Noriaki Kano).
.
-,
: ,
,
..

Source

. .

Service Model

(ITIL Service Strategy) , ,



.
(
)
(, ,
).
.

Brainstorming

(ITIL Service Design) (ITIL Service Operation) ,


.

, .

.

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Monitoring

(ITIL Service Operation)


, -


.

Capacity

(ITIL Service Design)


,
-.
, , ,

.

Reliability

(ITIL Continual Service Improvement) (ITIL Service


Design) ,
-
.
MTBF MTBSI.

, ,
.. .
. .

Work Order


.



.

Tuning

,

.
- .
,

.
,

.

Immediate
Recovery

(ITIL Service Design) ,


.
-
.

,
.

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Prerequisite For
Success (PFS)

, ,
, ,

.
,
.

Continuous
Availability

(ITIL Service Design) ,


100% .
-
.

Continuous
Operation

(ITIL Service Design) ,



-.
,
- .

()

Near-Shore

(ITIL Service Strategy)


,
.
-, ,
.
. (); .

Notional
Charging

(ITIL Service Strategy)


-. ,

, .



.

Normal Change

(ITIL Service Transition) ,


.

.

Normal Service
Operation

(ITIL Service Operation) ,



.

Review

, , ,
..
,
. :
, ,
.
. ;
.

Crown Copyright 2011


41

Detection

(ITIL Service Operation)


.
, .


.

Serviceability

(ITIL Continual Service Improvement) (ITIL Service


Design)
.
,

.

Workaround

(ITIL Service Operation)


,
.
,
.
.
,
,
.

Shared Service
Unit

. II.

Projected
Service Outage
(PSO)

(ITIL Service Transition) ,


,

.

()

(ITIL Service Strategy) ,


,
.

Onshore

. ();
.

Business
Operations

Operational
Cost

(ITIL Service Strategy) ,


-.
, -,
.
, ,
(
).
. .

Crown Copyright 2011


42

(OPEX)

Operational
Expenditure
(OPEX)

. .

Operational


(, ,
).

-
-.

Operation


. , ,

.

Alert

(ITIL Service Operation) ,


, -
.

.

.

Service
Valuation

(ITIL Service Strategy)


-
- .
,
-
-.

Optimize

,

,
, ..

Service Option

(ITIL Service Design) (ITIL Service Strategy)


,
.

.

Organization

,
. ,
,

- (itSMF).

, ,
,
-.

Crown Copyright 2011


43

International
Standards
Organization

Core Service

.
(ITIL Service Strategy) ,
,
.
.


.
. ;
; -; .

Fixed Asset

(ITIL Service Transition) ,



(, , ,
).
. ;
.

Fault

. .

Fault Tolerance

(ITIL Service Strategy) -



.

. ; .

Variance


.
,
,
, .

Exception
Report

,

,

.


,
.

Accounting
Period

(ITIL Service Strategy) (


), , ,
,
.
. .

Crown Copyright 2011


44


()

Project
Management
Office (PMO)


(ITIL Service Design) (ITIL Service Strategy)
,
.
. ; .
(ITIL Service Strategy)
,
.
-, ,
.

Offshore

. ();
().

Scope

, ,
, , .. ,

-

; / 20000
-,
.

Change
Evaluation

(ITIL Service Transition) ,



-.


.

PostImplementation
Review (PIR)

,
.

.

Risk
Assessment

:
,

.
(
) .

Assessment

,
-
,

.
. .

Crown Copyright 2011


45

Application
Sizing

(ITIL Service Design) ,


,


.
-

.

Error

(ITIL Service Operation)


,
-
. ,
, ,
,
.


(SLP)

Service Level
Package (SLP)

. .

(ITIL Service Strategy) ,




-.
,
.

.

.

Service
Package

. -

Release
Package

(ITIL Service Transition)


, ,
.

.

Dashboard

(ITIL Service Operation)



-.

,

web-.

,
.

Crown Copyright 2011


46

Partnership


,

.
-
,
-.
. .

Passive
Monitoring

(ITIL Service Operation)


, - ,

.
. .

First-Line
Support

(ITIL Service Operation)


,
.
,

.
. .

Early Life
Support (ELS)

(ITIL Service Transition)



.
-
,
,

.


.

Variable Cost

(ITIL Service Strategy) ,


-,
,
, ,
.

Statement Of
Requirements
(SOR)

(ITIL Service Design) ,



-.
. .

Crown Copyright 2011


47

Control
Perspective


(ITIL Service Strategy)
-, , ,
..
-,
..
,
.



.
(ITIL Service Transition)
- -,
.
,

.

Pilot

. ; .


(BCP)

Plan

,
,
. ,
- . / 20000

-.

Availability Plan

(ITIL Service Design) ,




-.

Capacity Plan

(ITIL Service Design) ,


,
-.

- ,
, (
).

(
)
.

Business
Continuity Plan
(BCP)

(ITIL Service Design) ,


-
.
,
,
, ..
-
.

Crown Copyright 2011


48

IT Service
Continuity Plan

(ITIL Service Design) , ,



-. ,
,
, ,
..
-
.

(SIP)

Service
Improvement
Plan (SIP)

(ITIL Continual Service Improvement)


.

Planning


. , .

Transition
Planning and
Support

(ITIL Service Transition) ,



.

Job Scheduling

(ITIL Service Operation)



-.
,

,
, , .

Capacity
Planning

(ITIL Service Design)


,
.
(ITIL Continual Service Improvement)
,
(Edward Deming).
- - .

- (PDCA)

Plan-Do-CheckAct (PDCA)


, -.

.
-,
.

.

Crown Copyright 2011


49

Planned
Downtime


(ITIL Service Design) ,
- .

, .
. ;
.

Supporting
Service

(ITIL Service Design) -,


,
- ,
(,
).

-,
-. ,
,
(
,
, ).
(ITIL Service Design) (ITIL Service Strategy)
, ,
-.

,
,
.

Supplier

. ; .

Validation

(ITIL Service Transition) ,


, -,
,
. ,
,

.
. ; ; ;
.

Service
Validation and
Testing

Root Cause
Analysis (RCA)

(ITIL Service Transition) ,



-.

-
.
(ITIL Service Operation) ,

.
-.
. .

Crown Copyright 2011


50


(ITIL Service Strategy) ,

.

?,

,
. -

.

Utility

. .

Policy


.


, , , ,
- ..

Security Policy

. .

Charging Policy

(ITIL Service Strategy) ,


.
. .

Information
Security Policy

(ITIL Service Design) ,



.

User

, -
.
,
- .

Threshold

,

. , " 1
4 ", " 5
",
" 10 ".

Customer
Portfolio

(ITIL Service Strategy)


,

-.

,
-.
. ;
; .

Crown Copyright 2011


51



Best Management
Practice (BMP)

Best
Management
Practice (BMP)

Best Management Practice



.
CCTA OGC,
2010. BMP
-,
, , ,
. ,

.

Application
Portfolio

(ITIL Service Design)


,

.
.

.

Project Portfolio

(ITIL Service Design) (ITIL Service Strategy)


,

.


.

.
,

.
. .

Customer
Agreement
Portfolio

(ITIL Service Strategy) ,



- .
-, ,
,
.
. , ;
; .

Service Portfolio

(ITIL Service Strategy) ,


.

:
( ),
(
); ,
.
. ;
.

Crown Copyright 2011


52

IT Service
Provider

Service Provider


(ITIL Service Strategy) ,
-
.
(ITIL Service Strategy) ,

.

-.
. I;
II; III.

Application
Service Provider
(ASP)

(ITIL Service Design) ,


-
,
.

.

Type I Service
Provider

(ITIL Service Strategy) ,


-.

I.


II

Type II Service
Provider

(ITIL Service Strategy) ,


-
-.
II
.


III

Type III Service


Provider

(ITIL Service Strategy) ,


-
.

Gradual
Recovery

(ITIL Service Design) ,


.

,

, .


-.
,
.

Crown Copyright 2011


53

(CSI)

Continual
Service
Improvement
(CSI)


(ITIL Continual Service Improvement)
.



-, -.
-
,
, -
-
,
.

. ,

,

,
.
. --.

Fixed Cost

(ITIL Service Strategy) ,


-. ,
.
. .

Service
Potential

(ITIL Service Strategy)


-.

Market Space

(ITIL Service Strategy) ,


-
.

-,
-.

Rights

(ITIL Service Operation) ,


,
. ,
.

Practice

,
.
, ,
, .
. .

Crown Copyright 2011


54

Code of Practice

,
,
ISO BSI.
.

.

Marginal Cost

(ITIL Service Strategy)


.
,
.

Change
Proposal

(ITIL Service Strategy) (ITIL Service Transition)


,
,

.



.

,
.
,
..

Transition

(ITIL Service Transition) ,


-

.

Service
Transition

(ITIL Service Transition)


-.
,

,
.
:
,
,
,
,
, ,
.
,

.
. .

Crown Copyright 2011


55

Estimation

Acceptance



.



.
, -,
,
, ,
.

;
.
. .

Application

,
,
-.
-.

.
. ;
.

Pareto Principle

(ITIL Service Operation) ,


.
, 80%
20% .


.

Priority

(ITIL Service Operation) (ITIL Service Transition)


,
,
.

. ,
,
2
12 .

Proactive
Problem
Management

(ITIL Service Operation)


.
,
.

,

-
.

Crown Copyright 2011


56

Proactive
Monitoring


(ITIL Service Operation) ,

.
. .

Problem

(ITIL Service Operation)


.
,

.

Programme

,


.

Production
Environment

. .

Project

,
,
.
,
, ,
.
,
,
PRINCE2
PMBOK.
. ; ;
.

Design

(ITIL Service Design) ,



,
.
. .

Crown Copyright 2011


57

Service Design


(ITIL Service Design)
-.
, ,
,
-
.

: ,
, ,
,
-,

.
,
,
.
. .

Service Design
Package (SDP)

(ITIL Service Design) ( ),


-
.

-,
- .

Performance

, ,
, , , -.

Intermediate
Recovery

(ITIL Service Design) ,


.


,
.

,

-.

User Profile
(UP)

(ITIL Service Strategy) -


.

-.

Procedure

, ,
.
.
. .

Crown Copyright 2011


58

Percentage
Utilization

(ITIL Service Design) ,


.
, 1800
, 50%

Process

,
.

.
,
,
,
. , ,
, , ,
.

Charging
Process

(ITIL Service Strategy) ,


,
(),
( ).

ITIL.

Relationship
Processes

/ 20000,

.

Control
Processes

/ 20000,

.

Resolution
Processes

/ 20000,

.

Direct Cost

(ITIL Service Strategy)


-,
, ,
.. ,

.
. .

Operate

.
,
.

Crown Copyright 2011


59

(
)

Work Instruction

, ,
.

, ,
,
.

Workload

,
-.
,

-.
,

-.
.

Deployment

(ITIL Service Transition) ,


,
, ,
.., .

.

Separation of
Concerns (SOC)

-,
,
.
,
.

Development

(ITIL Service Design) ,


-

.
,
.
ITIL.

Resolution

(ITIL Service Operation) ,



, .
/ 20000
,
.

Expanded
Incident
Lifecycle

(ITIL Continual Service Improvement) (ITIL Service


Design)
. , ,
, , .



.

Crown Copyright 2011


60

Reactive
Monitoring


(ITIL Service Operation) ,
. ,


.
. .

Asset Register

(ITIL Service Transition)


.
. .

CSI Register

(ITIL Continual Service Improvement)


,

.

Live

(ITIL Service Transition)


- ,
.

()

Redundancy

(ITIL Service Design)



.

Backup

(ITIL Service Design) (ITIL Service Operation)



.

Standby

(ITIL Service Design)


,
-
,
-.
,

,
.

Deliverable

-,

.


- .

Crown Copyright 2011


61

Effectiveness


(ITIL Continual Service Improvement)
, .
,
.
. .

Guideline

, ,
.

.
. .

(ITIL Service Transition)


-, ,
.

, ,
.

Release

Resource

(ITIL Service Strategy) ,


-, ,
,
-.
.
. ; .

Risk

,
,
. ,
,
, .


,
.

Role

,
, .
.

. ,

.
-.

Governance

,
,
.

, ,

.

Crown Copyright 2011


62

Manual
Workaround

(ITIL Continual Service Improvement)


, .

,
-
-.

.

Balanced
Scorecard

(ITIL Continual Service Improvement)


,
( -)
.

().


.
,
.


.

Failure

(ITIL Service Operation)



.

-, , ,
..
.
(ITIL Service Transition)

-.
,
.

Build

. .

Middleware

(ITIL Service Design) ,



.

,
- .
. .

Crown Copyright 2011


63

Seven-Step
Improvement
Process

(ITIL Continual Service Improvement) ,



, ,
, , , ,
.

- , -
-
( ,
).
CSI.

Server

(ITIL Service Operation) ,


,
.

Service Culture

, .


-.

Service Asset

Certification

.
. .
,
.

.
,

.
,
. :

System

,
,
.

,
,
. ,
.


,
,
.

Crown Copyright 2011


64


()

Quality
Management
System (QMS)


(ITIL Continual Service Improvement) ,
, , ,
,

-
.
. 9000.

Management
System

, , , ,
,
(
) .

,

.
. .


(AMIS)



(SKMS)

Availability
Management
Information
System (AMIS)

Service
Knowledge
Management
System (SKMS)

(ITIL Service Design) ,


,
.
.
.
(ITIL Service Transition)
,
, .

,

.

, , ,
,
-
-.
. .

(ISMS)

Information
Security
Management
System (ISMS)

(ITIL Service Design) , ,


, , ,

.
.
.

Crown Copyright 2011


65


(CMS)

Configuration
Management
System (CMS)


(ITIL Service Transition) ,
,

. CMS
,
, , ,
,

. CMS
, ,
, . CMS


-.
.
.


(CMIS)

Capacity
Management
Information
System (CMIS)



(SCMIS)

Supplier and
Contract
Management
Information
System (SCMIS)

(ITIL Service Design) ,


,
.
.
.
(ITIL Service Design) ,
,
.
.
.

Follow the Sun

(ITIL Service Operation)




24/7. , ,

,
.

Directory
Service

(ITIL Service Operation) ,



-, ,
.

Service Desk

(ITIL Service Operation)


.

, ,
.

( Service Desk)

Crown Copyright 2011


66


(ITIL Service Operation) ,

. ,

,
-,
24 .

Shift

Snapshot

(ITIL Continual Service Improvement) (ITIL Service


Transition)
, ,

.
, ,
.
. ; .


(CAB)


(ECAB)


()

Event

(ITIL Service Operation) ,


-
.

,
-,
.
,
.

Change
Advisory Board
(CAB)

(ITIL Service Transition) ,


, ,
.

-,
(, ).

Emergency
Change
Advisory Board
(ECAB)

(ITIL Service Transition)


,
.


.
.

Total Cost of
Ownership
(TCO)

(ITIL Service Strategy) ,


.


,

.
. .

Crown Copyright 2011


67


()

Total Cost of
Utilization (TCU)


(ITIL Service Strategy) ,

.


- .
. .

Agreed Service
Time (AST)

Agreement

(ITIL Service Design)


,
.
. .

,
.

, ,
.
. ;
.


(SLA)

Reciprocal
Arrangement

Service Level
Agreement
(SLA)

(ITIL Service Design) .




. ,

.
(ITIL Service Design) (ITIL Continual Service
Improvement)
- .
-,
,
-
.
-
.
. .

Crown Copyright 2011


68


(OLA)

Operational
Level
Agreement
(OLA)


(ITIL Service Design) (ITIL Continual Service
Improvement)
- .
-
- .

.
,
:
-




.
. .

Compliance


,


.

Fit for Purpose

(ITIL Service Strategy)


.

, ,
- ..,
.

, ,
.

Fit for Use

(ITIL Service Strategy)


.

, ,
.

Value for Money

.
-
.
. .

Maintainability

(ITIL Service Design) ,



-
.

MTRS.

-
.

Crown Copyright 2011


69

Tension Metrics

(ITIL Continual Service Improvement)


,
.

.

Assembly

(ITIL Service Design) (),


.
,
, , .., -
,
.
. ;
.

Specification

.


,
.
.
,
.

Asset Specificity

(ITIL Service Strategy)


,
.

.

Recovery Option

(ITIL Service Design)


.
,
,
, ,

.

,
.

Capability

(ITIL Service Strategy) ,


, , ,
- .

.
. .

Crown Copyright 2011


70

Benchmarking

(ITIL Continual Service Improvement) ,



,
,
.



.
ITIL.

Environment

(ITIL Service Transition)


-,
. ,
, ,
.
,
, ..

,
-.

Live
Environment

(ITIL Service Transition) ,


,

-
.

Development
Environment

(ITIL Service Design) ,


-
.
,

.
. .

Build
Environment

(ITIL Service Transition) ,


, -

.

Test
Environment

(ITIL Service Transition) ,



, , -, ..



(MTRS)

Mean Time to
Restore Service
(MTRS)

,
-
. MTRS
-
.
. ;
.

Crown Copyright 2011


71


(MTTR)

Mean Time to
Repair (MTTR)

,
-
. MTTR
-
. MTTR
,
. MTTR

(MTRS).


(MTBSI)

Mean Time
Between
Service
Incidents
(MTBSI)

(ITIL Service Design)


. MTBSI

- . MTBSI
MTBF MTRS.

Mean Time
Between
Failures (MTBF)

(ITIL Service Design)


. MTBF
,
-
.
-
.

Urgency

(ITIL Service Design) (ITIL Service Transition)


,
,
. ,

,
.
.


(MTBF)

. , ISO/IEC 20000
( ),
Unix
.

,
,
ISO BSI.

Standard

. .


PMBOK
(PMBOK)

Project
Management
Body of
Knowledge
(PMBOK)

,

.
www.pmi.org.
.
PRINCE2.

Crown Copyright 2011


72


(ITIL Service Transition)
, ,
-
. ,

.
RFC ,

, .

Standard
Change

. .

Standard
Operating
Procedures
(SOP)

(ITIL Service Operation) ,


.

Status


.
,
, ..

Fixed Facility

(ITIL Service Design) ,


,
-.
. ;
.

Strategic

(ITIL Service Strategy)


(,
, ).


.

Strategic Asset

(ITIL Service Strategy) ,


,

,
-
.
,
,
.

Strategy
Management for
IT Services

(ITIL Service Strategy) ,


, ,

.
,
-
-.

Crown Copyright 2011


73

Strategy

(ITIL Service Strategy) ,



.

Service Strategy

(ITIL Service Strategy)


. ,
, ,
.
:
-, ,
-,
,
.
,
.

Configuration
Structure

(ITIL Service Transition)



, .

Super User

(ITIL Service Operation) ,




-.
-

.

Diagnostic
Script

(ITIL Service Operation)


,
,

,
.


.

Use Case

(ITIL Service Design) ,



, .

,
-
.

Tactical


(, ,
).
,
,
.

Crown Copyright 2011


74

Running Costs

. .

Warm Standby

. .

Test

(ITIL Service Transition) ,


, ,
-, , ..,
.

. ;
.

Technical
Support

. .

()

Terms of
Reference
(TOR)

(ITIL Service Design) ,


, , ,
- .

Technical
Observation
(TO)

(ITIL Continual Service Improvement) (ITIL Service


Operation) , ,
.


-,
-.

Change Window

(ITIL Service Transition) ,


,

.

.

Release
Window

. .

Cost Type

(ITIL Service Strategy) ,



. , ,
, ,
, .
. ; .

CI Type

(ITIL Service Transition) ,



. ,

.
, , ..

Crown Copyright 2011


75

Call Type

(ITIL Service Operation) ,



.
,
.

Transaction

, -.
,
.
,
.
,
(..

).

Requirement

(ITIL Service Design)


-. ,
,
.
. .


(SLR)

Service Level
Requirement
(SLR)

(ITIL Service Design) (ITIL Continual Service


Improvement) -.

.

Third-Line
Support

(ITIL Service Operation)


,
.

,
.

Third Party

, ,
-.
,
.

,
.
. .

Threat

-,
.
. ,
,
. ,
,

-,
,
.

Crown Copyright 2011


76

Usability

(ITIL Service Design) , ,


- .

.

Asset
Management

(ITIL Service Transition) ,




.
.
;
; .

Security
Management

. .

Business
Service
Management

-,
-. -
-.

Business
Relationship
Management

(ITIL Service Strategy) ,



.



.
.

(AM)

Availability
Management
(AM)

(ITIL Service Design) ,



-

.
, , ,

-.
-,
, , ..

.
. .

Crown Copyright 2011


77

Access
Management

(ITIL Service Operation) ,


-,
.
,

,

.


.

Request
Fulfilment

(ITIL Service Operation) ,



.

Cost
Management

(ITIL Service Strategy) ,


,
, , .

Knowledge
Management

(ITIL Service Transition) ,


,
, ,
, .

,
.
. ---,
.

Change
Management

(ITIL Service Transition) ,


,

-.

Facilities
Management

(ITIL Service Operation) ,


,
-.

, ,
,
, .

Crown Copyright 2011


78

(ISM)

Information
Security
Management
(ISM)


(ITIL Service Design) ,
,
, ,
-
.

,
,
-,
, ,
.., .
.
.

(ITSM)

Incident
Management

IT Service
Management
(ITSM)

(ITIL Service Operation) ,


.



.

-,
. -
-
,
.
. .

Service
Catalogue
Management

(ITIL Service Design) ,


,

.

Configuration
Management

.
.

Crown Copyright 2011


79

Capacity
Management


(ITIL Continual Service Improvement) (ITIL Service
Design) ,

-
- ,
.
,
-,


.
:
,
.
. .

Business
Capacity
Management

(ITIL Continual Service Improvement) (ITIL Service


Design) ITSM,
,

.
. ;
.

(CCM)

Component
Capacity
Management
(CCM)

(ITIL Service Design) (ITIL Continual Service


Improvement) ,
,
.
,
.
. ;
.


(SCM)

Service
Capacity
Management
(SCM)

(ITIL Continual Service Improvement) (ITIL Service


Design) ,

-. ,
-,
,

.
. ;
.

Crown Copyright 2011


80

Business
Continuity
Management
(BCM)

(ITIL Service Design) -,


,
.

, ,
, .


- .

,
-.

(ITSCM)

IT Service
Continuity
Management
(ITSCM)

(ITIL Service Design) ,


,
-. -
-



-.
-
.

Service
Continuity
Management

. -.

Operations
Management

. .

Fixed Asset
Management

(ITIL Service Transition) ,




.

.
-, -.

ITIL.

.

(BCM)

Crown Copyright 2011


81

Supplier
Management


(ITIL Service Design) ,

- ,


.
.
.


(SPM)

Service Portfolio
Management
(SPM)

(ITIL Service Strategy) ,


.

-,

.

.

Application
Management

(ITIL Service Design) (ITIL Service Operation) ,



.

Problem
Management

(ITIL Service Operation) ,


.


,
.

Software Asset
Management
(SAM)

(ITIL Service Transition) ,




.

.

ITIL.

Process Control


, ,
.

Release
Management

. .

Crown Copyright 2011


82

Release and
Deployment
Management

Risk
Management


(ITIL Service Transition) ,
,
,
,
, ,
.
, ,
.

(
),
.
ITIL.
. .



(SACM)

Service Asset
and
Configuration
Management
(SACM)

(ITIL Service Transition) ,


, ,
, ,
,
.

.
. .

System
Management

-,

-, .

Event
Management

(ITIL Service Operation) ,



.
.

Demand
Management

(ITIL Service Design) (ITIL Service Strategy) ,


,
.


- ,
.

-
,

-
,

.

Crown Copyright 2011


83

Technical
Management


(ITIL Service Operation) ,

- -.

,
, .


,
-.


(SLM)

Service Level
Management
(SLM)

(ITIL Service Design) (ITIL Continual Service


Improvement) ,

, .

-,

.

,


.

Service
Management

Financial
Management

(ITIL Service Strategy) ,


,
,
.
,

.
-

-.

Financial
Management for
IT Services

(ITIL Service Strategy) ,


,
-.
-

, ,

.
. .

Crown Copyright 2011


84

Storage
Management

(ITIL Service Operation) ,



.

IT Operations
Management

(ITIL Service Operation) -,


,
-
-.


.

Performance
Management

,
-
.

Management
Information
System (MIS)

(ITIL Service Design) ,


,
.

,
.

Management
Information

,
.

,
-.

,
, ,
.

Manageability


- .

Maturity Level

,
CMMI.

Service Level



.

.

()

Service


,

.

, - .
. ; .

Crown Copyright 2011


85

CustomerFacing Service


(ITIL Service Design) -, .
,
.
,
, ,

, ,
.
(,
)
-.

.
.

. ;
; .

Project Charter

Resilience

. .
(ITIL Service Design)
-
.
, ,
,
.
. .

Accounting

(ITIL Service Strategy) ,



-,

.

IT Accounting

. .

Status
Accounting

(ITIL Service Transition) ,




.

Vulnerability

,
. , ,

.

.

Crown Copyright 2011


86

Real Charging


(ITIL Service Strategy) ,

-
-.
. .

Excitement
Factor

(ITIL Service Strategy) ,


- ,
. ,
.
. .

Financial Year

(ITIL Service Strategy) ,


12 .

(, 1 31
).

pro-forma

,
,
, .

Service
Reporting

(ITIL Continual Service Improvement)


,

. ,
.

- (itSMF)

IT Service
Management
Forum (itSMF)

Functional
Escalation

-
,

-. itSMF

( itSMF). itSMF
ITIL
-.

www.itsmf.com.
(ITIL Service Operation) ,


.


" ".

Crown Copyright 2011


87

Function

,
,

. ,
.
:
, , ,
-. ,

,
-
.

Cold Standby

. .

Chronological
Analysis

(ITIL Service Operation) ,


.



.
-
.

Recovery Point
Objective (RPO)

(ITIL Service Design) (ITIL Service Operation)


,

.
. ,


,
24 . -

, ,


-.


(RPO)


(RTO)

Recovery Time
Objective (RTO)

(ITIL Service Design) (ITIL Service Operation)


,
- .


.
,

-.
. .

Crown Copyright 2011


88

Service Level
Target

(ITIL Continual Service Improvement) (ITIL Service


Design) ,
.

,
- -.

SMART,
.

Control
Objectives for
Information and
Related
Technology

. COBIT.

Integrity

(ITIL Service Design) ,




.

,
, .

Objective

,
,
.
.

.

Pricing

(ITIL Service Strategy) , ,


.

Cost Centre

(ITIL Service Strategy) -


, .
,
. -
.

()

Call Centre

Operations
Bridge

(ITIL Service Operation) ,



.
. .
(ITIL Service Operation) ,

- -.

Crown Copyright 2011


89

Profit Centre

Value Chain


(ITIL Service Strategy) -,
.

, .
-
.
(ITIL Service Strategy)
, ,
.


.
. .

Supply Chain

(ITIL Service Strategy)


, .

,
.
. .


(NPV)

Deming Cycle

. --.

Monitor Control
Loop

(ITIL Service Operation)


, , -
,

.

Net Present
Value (NPV)

(ITIL Service Strategy) ,


.

.

.
. ;
.

Business Case

(ITIL Service Strategy) -


.
, ,
, ,
.
. .

Economies of
Scale

(ITIL Service Strategy)


-
.
. .

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90

Economies of
Scope


(ITIL Service Strategy) ,
-,

. , -
-.
. .
.

Operation

(ITIL Service Operation)


-,
.

IT Operations

(ITIL Service Operation) ,


,
, ,
, ,
.
.

Service
Operation

(ITIL Service Operation)


-.
,
-
.
,

-.
: ,
,
,
.
:
, ,
. ,

,
.
. .

Operate

. ,

,
.

Crown Copyright 2011


91

Emergency
Change


(ITIL Service Transition) ,
, ,

.


.
. .

Cost Element

(ITIL Service Strategy) ,



.
. ,
, ,
, , ,
..
. ,

, , ,
..

Escalation

(ITIL Service Operation) ,


,


.
-,

,
.
:
.

Efficiency

(ITIL Continual Service Improvement)



, .

, ,
.
. .

Cost
Effectiveness


, .
,

.
. ;
; -.

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ITIL

ACD

ACD

Automatic Call Distribution

AM

AM

Availability Management

AMIS

AMIS

Availability Management
Information System

ASP

Application Service Provider

AST

Agreed Service Time

BCM

BCM

Business Continuity
Management

BCP

BCP

Business Continuity Plan

BIA

BIA

Business Impact Analysis

BMP

BMP

Best Management Practice


Best Management Practice

BRM

BRM

Business Relationship Manager

BSI

BSI

British Standards Institution

CAB

CAB

Change Advisory Board

CAPEX

CAPEX

Capital Expenditure

CCM

CCM

Component Capacity
Management

CFIA

CFIA

Component Failure Impact


Analysis

CI

Configuration Item

CMDB

CMDB

Configuration Management
Database

CMIS

CMIS

Capacity Management
Information System

CMM

CMM

Capability Maturity Model

CMMI

CMMI

Capability Maturity Model


Integration

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CMS

CMS

Configuration Management
System

COBIT

COBIT

Control Objectives for


Information and Related
Technology

COTS

Commercial Off The Shelf

CSF

CSF

Critical Success Factor

CSI

CSI

Continual Service Improvement

CTI

CTI

Computer Telephony
Integration

DIKW

DIKW

Data-To-Information-ToKnowledge-To-Wisdom

--

DML

DML

Definitive Media Library

ECAB

ECAB

Emergency Change Advisory


Board

ELS

ELS

Early Life Support

eSCM-CL

eSCM-CL

Esourcing Capability Model for


Client Organizations

eSCM-CL

eSCM-SP

eSCM-SP

Esourcing Capability Model for


Service Providers

e eSCM-SP

FTA

FTA

Fault Tree Analysis

IRR

Internal Rate of Return

ISG

ISG

IT Steering Group

ISM

ISM

Information Security
Management

ISMS

ISMS

Information Security
Management System

ISO

International Organization for


Standardization

ISP

Internet Service Provider

IT

Information Technology

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ITSCM

ITSCM

IT Service Continuity
Management

ITSM

ITSM

IT Service Management

itSMF

itSMF

IT Service Management Forum

IVR

IVR

Interactive Voice Response

KEDB

KEDB

Known Error Database

KPI

Key Performance Indicator

LOS

LOS

Line of Service

MIS

Management Information
System

M_o_R

M_o_R

Management of Risk

MTBF

MTBF

Mean Time Between Failures


M_o_R

MTBSI

MTBSI

Mean Time Between Service


Incidents

MTRS

MTRS

Mean Time To Restore Service

MTTR

MTTR

Mean Time To Repair

NPV

NPV

Net Present Value

OLA

OLA

Operational Level Agreement

OPEX

OPEX

Operational Expenditure

PBA

Pattern of Business Activity

PDCA

PDCA

Plan-Do-Check-Act

PFS

Prerequisite for Success

--

PIR

Post-Implementation Review

PMBOK

PMBOK

Project Management Body of


Knowledge


PMBOK

PMI

PMI

Project Management Institute

PMO

Project Management Office

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PRINCE2

PRINCE2

Projects IN Controlled
Environments


PRINCE2

PSO

Projected Service Outage

QA

QA

Quality Assurance

QMS

Quality Management System

RACI

RACI

Responsible, Accountable,
Consulted And Informed

RCA

Root Cause Analysis

RFC

RFC

Request for Change

ROA

ROA

Return on Assets

ROI

ROI

Return on Investment

RPO

RPO

Recovery Point Objective

RTO

RTO

Recovery Time Objective

SAC

SAC

Service Acceptance Criteria

SACM

SACM

Service Asset and


Configuration Management

SAM

SAM

Software Asset Management

SCM

SCM

Service Capacity Management

SCMIS

SCMIS

Supplier and Contract


Management Information
System

SDP

Service Design Package

SFA

SFA

Service Failure Analysis

SIP

SIP

Service Improvement Plan

SKMS

SKMS

Service Knowledge
Management System

SLA

SLA

Service Level Agreement

SLM

SLM

Service Level Management

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SLP

SLP

Service Level Package

SLR

SLR

Service Level Requirement

SMART

SMART

Specific, Measurable,
Achievable, Relevant and TimeBound

SMART

SMIS

SMIS

Security Management
Information System

SMO

Service Maintenance Objective

SoC

Separation of Concerns

SOP

SOP

Standard Operating Procedure

SOR

SOR

Statement of Requirements

SOX

SOX

Sarbanes-Oxley (US Law)

- ()

SPI

Service Provider Interface

SPM

SPM

Service Portfolio Management

SPOF

SPOF

Single Point of Failure

TCO

Total Cost of Ownership

TCU

Total Cost of Utilization

TO

Technical Observation

TOR

Terms of Reference

TQM

TQM

Total Quality Management

UC

UC

Underpinning Contract

UP

User Profile

VBF

VBF

Vital Business Function

VOI

VOI

Value on Investment

WIP

Work in Progress

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Acceptance

Access Management

Account Manager

Accounting

Accounting Period

Accredited

Active Monitoring

Activity

Agreed Service Time (AST)

Agreement

Alert

Analytical Modelling

Application

Application Management

Application Portfolio

Application Sizing

Architecture

Assembly

Assessment

Asset

Asset Management

Asset Register

Asset Specificity

Attribute

Audit

Authority Matrix

Automatic Call Distribution (ACD)

Availability

Availability Management (AM)


Availability Management Information System
(AMIS)
Availability Plan

(AM)

Application Service Provider (ASP)

(AMIS)

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Back-out

Backup

Balanced Scorecard

Baseline

Benchmark

Benchmarking

Best Practice

Billing


Best
Management Practice (BMP)
()

Brainstorming

British Standards Institution (BSI)

(BSI)

Budget

Budgeting

Build

Build Environment

Business

Business Capacity Management

Business Case

Business Continuity Management (BCM)

(BCM)

Business Continuity Plan (BCP)

(BCP)

Business Customer

Business Impact Analysis (BIA)

(BIA)

Business Objective

Business Operations

Business Perspective

Business Process

Business Relationship Management

Business Service



(BRM)
-

Business Service Management

Business Unit

Call

Call Type


(-)

Capability

Capability Maturity Model Integration (CMMI)

(CMMI)

Best Management Practice (BMP)

Business Relationship Manager (BRM)

Call Centre

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Capacity

Capacity Management
Capacity Management Information System
(CMIS)
Capacity Plan

Capacity Planning

Capital Budgeting

Capital Cost

Capital Expenditure (CAPEX)

(CAPEX)

Capitalization

Category

Certification

Change

Change Advisory Board (CAB)

(CAB)

Change Evaluation

Change History

Change Management

Change Model

Change Proposal

Change Record

Change Request

Change Schedule

Change Window

Chargeable Item

Charging

Charging Policy

Charging Process

Charter

(CMIS)

Chronological Analysis

CI Type

Classification

Client

Closed

Closure

COBIT

COBIT

Code of Practice

Cold Standby

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Commercial off The Shelf (COTS)

Compliance

Component

Component Capacity Management (CCM)

(CCM)

Component CI

Component Failure Impact Analysis (CFIA)

(CFIA)

Computer Telephony Integration (CTI)

Concurrency

Confidentiality

Configuration

Configuration Baseline

Configuration Control

Configuration Identification

Configuration Item (CI)

()

Configuration Management

Configuration Management System (CMS)



(CMDB)
(CMS)

Configuration Record

Configuration Structure

Continual Service Improvement (CSI)

(CSI)

Continuous Availability

Continuous Operation

Contract

()

Control

Control Objectives for Information and Related


Technology
Control Perspective

Control Processes

Core Service

Cost

Cost Benefit Analysis

Cost Centre

Cost Element

Cost Management

Cost Model

Cost Type

Configuration Management Database (CMDB)

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Cost Unit

Cost Effectiveness

Countermeasure

Course Corrections

Crisis Management

Critical Success Factor (CSF)

(CSF)

CSI Register

Culture

Customer

Customer Asset

Customer Agreement Portfolio

Customer Portfolio

Customer-Facing Service

Dashboard
Data-to-Information-to-Knowledge-to-Wisdom
(DIKW)


--- (DIKW)

Deliverable


(DML)

Demand Management

Deming Cycle

Dependency

Deployment

( )

Depreciation

Design

Design Coordination

Detection

Development

Development Environment

Diagnosis

Diagnostic Script

Differential Charging

Direct Cost

Directory Service

Document

Downtime

Driver

Early Life Support (ELS)

Definitive Media Library (DML)

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Economies of Scale

Economies of Scope

Effectiveness

Efficiency

Emergency Change

Emergency Change Advisory Board (ECAB)

(ECAB)

Enabling Service

Enhancing Service

Enterprise Financial Management

Environment

Error

Escalation
Esourcing Capability Model for Client
Organizations (eSCM-CL)
Esourcing Capability Model for Service
Providers (eSCM-SP)
Estimation

Event

Event Management

Exception Report

Excitement Attribute

Excitement Factor

Expanded Incident Lifecycle

External Customer

External Metric

External Service Provider

Facilities Management

Failure

Fast Recovery

Fault

Fault Tolerance

Fault Tree Analysis (FTA)

(FTA)

Financial Management

Financial Management for IT Services

Financial Year

First-Line Support

Fishbone Diagram

Fit for Purpose

eSCM-CL
eSCM-SP

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Fit for Use

Fixed Asset

Fixed Asset Management

Fixed Cost

Fixed Facility

Follow the Sun

Fulfilment

()

Function

Functional Escalation

Gap Analysis

Governance

Gradual Recovery

Guideline

Hierarchic Escalation

High Availability

Hot Standby

Identity

Immediate Recovery

Impact

Incident

Incident Management

Incident Record

Indirect Cost

Information Security Management System


(ISMS)
Information Security Policy



(ISM)

(ISMS)

Information System

Information Technology (IT)

()

Infrastructure Service

Insourcing

Integrity

Interactive Voice Response (IVR)

(IVR)

Intermediate Recovery

Internal Customer

Internal Metric

Information Security Management (ISM)

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Internal Rate of Return (IRR)

()

Internal Service Provider


International Organization for Standardization
(ISO)
International Standards Organization



()

Internet Service Provider (ISP)

Invocation

Ishikawa Diagram

ISO 9000

9000

ISO 9001

9001

ISO/IEC 20000

/ 20000

ISO/IEC 27001

/ 27001

ISO/IEC 27002

/ 27002

IT Accounting

IT Infrastructure

IT Operations

IT Operations Control

IT Operations Management

IT Service

-
-
(ITSCM)
-

IT Service Continuity Management (ITSCM)


IT Service Continuity Plan

IT Service Provider

- (ITSM)
-
(itSMF)
-

IT Steering Group (ISG)

(ISG)

ITIL

ITIL

Job Description

Job Scheduling

Kano Model

Kepner And Tregoe Analysis

Key Performance Indicator (KPI)

()

Knowledge Base

Knowledge Management

Known Error

Known Error Database (KEDB)

(KEDB)

Known Error Record

Lifecycle

IT Service Management (ITSM)


IT Service Management Forum (itSMF)

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Line of Service (LOS)

Live

Live Environment

Maintainability

Major Incident

Manageability

Management Information

Management System



()
M_o_R
(M_o_R)

Manual Workaround

Marginal Cost

Market Space

Maturity

Maturity Level

Mean Time Between Failures (MTBF)


Mean Time Between Service Incidents
(MTBSI)
Mean Time to Repair (MTTR)

(MTBF)

Management Information System (MIS)


Management of Risk (M_o_R)

(MTBSI)

Metric

(MTTR)

(MTRS)

Middleware

Mission

Model

Modelling

Monitor Control Loop

Monitoring

Near-Shore

()

Net Present Value (NPV)

(NPV)

Normal Change

Normal Service Operation

Notional Charging

Objective

Off the Shelf

Office of Government Commerce (OGC)

OGC

Offshore

Onshore

()

Mean Time to Restore Service (MTRS)

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Operate

Operation

Operational

Operational Cost

Operational Expenditure (OPEX)

(OPEX)

Operational Level Agreement (OLA)

(OLA)

Operations Bridge

Operations Control

Operations Management

Opportunity Cost

Optimize

Organization

Outcome

Outsourcing

Overhead

Pain Value Analysis

Pareto Principle

Partnership

Passive Monitoring

Pattern of Business Activity (PBA)

Percentage Utilization

Performance

Performance Management

Pilot

Plan

Planned Downtime

-- (PDCA)

Planning

Policy

Portable Facility

Post-Implementation Review (PIR)

Practice

Prerequisite for Success (PFS)

Pricing

Plan-Do-Check-Act (PDCA)

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PRINCE2

PRINCE2

Priority

Proactive Monitoring

Proactive Problem Management

Problem

Problem Management

Problem Record

Procedure

Process

Process Control

Process Manager

Process Owner

Production Environment

Profit Centre

Pro-Forma

Programme

Project

Project Charter
Project Management Body Of Knowledge
(PMBOK)
Project Management Institute (PMI)


PMBOK
(PMBOK)
(PMI)

Project Management Office (PMO)

()

Project Portfolio

Projected Service Outage (PSO)


PRojects IN Controlled Environments
(PRINCE2)
Qualification


PRINCE2
(PRINCE2)

Quality

Quality Assurance (QA)

(QA)

Quality Management System (QMS)

()

Quick Win

RACI

(RACI)

Reactive Monitoring

Real Charging

Reciprocal Arrangement

Record

Recovery

Recovery Option

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Recovery Point Objective (RPO)

(RPO)

Recovery Time Objective (RTO)

(RTO)

Redundancy

()

Relationship

Relationship Processes

Release

Release And Deployment Management

Release Identification

Release Management

Release Package

Release Record

Release Unit

Release Window

Reliability

Remediation

Repair

Request for Change (RFC)

(RFC)

Request Fulfilment

Request Model

Requirement

Resilience

Resolution

Resolution Processes

Resource

Response Time

Responsiveness

Restoration of Service

Restore

Retire

Return on Assets (ROA)

(ROA)

Return on Investment (ROI)

(ROI)

Return to Normal

Review

Rights

Risk

Risk Assessment

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Risk Management

Role

Root Cause

Root Cause Analysis (RCA)

Running Costs

Sarbanes-Oxley (SOX)

- (SOX)

Scalability

Scope

Second-Line Support

Security

Security Management
Security Management Information System
(SMIS)
Security Policy



(SMIS)

Separation Of Concerns (SOC)

Server

Service

Service Acceptance Criteria (SAC)

Service Analytics

Service Asset
Service Asset and Configuration Management
(SACM)
Service Capacity Management (SCM)



(SACM)
(SCM)

Service Catalogue

Service Catalogue Management

Service Change

Service Charter

Service Continuity Management

Service Contract

Service Culture

Service Design

Service Design Package (SDP)

Service Failure Analysis (SFA)


(
Service Desk)
(SFA)

Service Hours

Service Improvement Plan (SIP)


Service Knowledge Management System
(SKMS)
Service Level

(SIP)

(SKMS)

Service Desk

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Service Level Agreement (SLA)

(SLA)

Service Level Management (SLM)

(SLM)

Service Level Package (SLP)

(SLP)

Service Level Requirement (SLR)

(SLR)

Service Level Target

Service Lifecycle

Service Maintenance Objective (SMO)

Service Management

Service Management Lifecycle

Service Manager

(-)

Service Model

Service Operation

Service Option

Service Owner

Service Package

Service Pipeline

Service Portfolio

Service Portfolio Management (SPM)

(SPM)

Service Potential

Service Provider

Service Provider Interface (SPI)

Service Request

Service Sourcing

Service Strategy

Service Transition

Service Validation And Testing

Service Valuation

Serviceability

Seven-Step Improvement Process

Shared Service Unit

Shift

Simulation Modelling

Single Point of Contact

Single Point of Failure (SPOF)

(SPOF)

SLAM Chart

SLAM-

SMART

SMART

Service Reporting

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Snapshot

Software Asset Management (SAM)

Source

Specification

Stakeholder

Standard

Standard Change

Standard Operating Procedures (SOP)

Standby

Statement of Requirements (SOR)

Status

Status Accounting

Storage Management

Strategic

Strategic Asset

Strategy

Strategy Management for IT Services

Super User

Supplier
Supplier and Contract Management
Information System (SCMIS)
Supplier Management


(SCMIS)

Supply Chain

Support Group

Support Hours

Supporting Service

SWOT Analysis

SWOT-

System

System Management

Tactical

Technical Management

Technical Observation (TO)

Technical Support

Tension Metrics

Terms of Reference (TOR)

()

Test

Test Environment

Third Party

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Third-Line Support

Threat

Threshold

Throughput

Total Cost of Ownership (TCO)

()

Total Cost of Utilization (TCU)

()

Total Quality Management (TQM)

(TQM)

Transaction

Transfer Cost

Transition

Transition Planning and Support

Trend Analysis

Tuning

Type I Service Provider

Type II Service Provider

II

Type III Service Provider

III

Underpinning Contract (UC)

(UC)

Unit Cost

Urgency

Usability

Use Case

User

User Profile (UP)

Utility

Validation

Value Chain

Value for Money

Value Network

Value on Investment (VOI)

(VOI)

Variable Cost

Variance

Verification

Verification and Audit

Version

Vision

Vital Business Function (VBF)

Vulnerability

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Warm Standby

Warranty

Work in Progress (WIP)

Work Instruction

Work Order

Workaround

Workload

Swirl logo

ITIL

PRINCE2

M_o_R

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