A technique that uses mathematical models to predict the behavior of IT services or other configuration items.
A management tool developed by Drs Robert Kaplan and David Norton which enables a strategy to be broken down into key performance indicators.
A snapshot that is used as a reference point.
A baseline that is used to compare related data sets as part of a benchmarking exercise.
The process responsible for comparing a benchmark with related data sets such as a more recent snapshot, industry data or best practice.
business capacity management
In the context of ITSM, business capacity management is the sub- process of capacity management responsible for understanding future business requirements for use in the capacity plan.
An understanding of the service provider and IT services from the point of view of the business, and an understanding of the business from the point of view of the service provider.
Capability Maturity Model Integration (CMMI)
A process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Mellon University, which provides organizations with the essential elements of effective processes.
The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner.
Control OBjectives for Information and related Technology (COBIT) provides guidance and best practice for the management of IT processes.
component capacity management (CCM)
The sub-process of capacity management responsible for understanding the capacity, utilization and performance of configuration items.
continual service improvement (CSI)
The stage in the lifecycle of a service which ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes.
A database or structured document used to record and manage improvement opportunities throughout their lifecycle.
A measure of whether the objectives of a process, service or activity have been achieved.
A measure of whether the right amount of resource has been used to deliver a process, service or activity.
expanded incident lifecycle
Detailed stages in the lifecycle of an incident which include detection, diagnosis, repair, recovery and restoration.
fault tree analysis (FTA)
A technique that can be used to determine a chain of events that has caused an incident, or may cause an incident in the future.
An activity that compares two sets of data and identifies the differences.
A technique that helps a team to identify all the possible causes of a problem.
An international specification for information security management.
An international code of practice for information security management.
key performance indicator (KPI)
A metric that is used to help manage an IT service, process, plan, project or other activity.
A workaround that requires manual intervention.
A measure of the reliability, efficiency and effectiveness of a process, function, organization etc.
Something that is measured and reported to help manage a process, IT service or activity.
operational level agreement (OLA)
An agreement between an IT service provider and another part of the same organization.
A four-stage cycle for process management, attributed to Edward Deming.
quality management system (QMS)
The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization is of a suitable quality to reliably meet business objectives or service levels.
An improvement activity that is expected to provide a return on investment in a short period of time with relatively small cost and effort.
A measure of how long an IT service or other configuration item can perform its agreed function without interruption.
return on investment (ROI)
A measurement of the expected benefit of an investment calculated as the net profit of an investment divided by the net worth of the assets invested.
service capacity management (SCM)
The sub-process of capacity management responsible for understanding the performance and capacity of IT services.
service improvement plan (SIP)
A formal plan to implement improvements to a process or IT service.
service level agreement (SLA)
An agreement between an IT service provider and a customer which describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
service level requirement (SLR)
A customer requirement for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets.
service level target
A commitment that is documented in a service level agreement. Service level targets are based on service level requirements, and are needed to ensure that the IT service is able to meet business objectives.
Activities that produce and deliver reports of achievement and trends against service levels.
The ability of a third-party supplier to meet the terms of its contract, including agreed levels of reliability, maintainability and availability for a configuration item.
seven-step improvement process
The process responsible for defining and managing the steps needed to identify, define, gather, process, analyse, present and implement improvements.
A technique that creates a detailed model to predict the behaviour of an IT service or other configuration item.
A service level agreement monitoring chart is used to help monitor and report achievements against service level targets.
An acronym for helping to remember that targets in service level agreements and project plans should be specific, measurable, achievable, relevant and time-bound.
The current state of a configuration item, process or any other set of data recorded at a specific point in time.
A technique that reviews and analyses the internal strengths and weaknesses of an organization and the external opportunities and threats that it faces.
technical observation (TO)
A technique used in service improvement, problem investigation and availability management.
A set of related metrics, in which improvements to one metric have a negative effect on another.
total quality management (TQM)
A methodology for managing continual improvement by using a quality management system.
Analysis of data to identify time-related patterns.
value on investment (VOI)
A measurement of the expected benefit of an investment.