60 MOF 40 Glossary.docx

60 MOF 40 Glossary.docx

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60MOF40Glossary

Microsoft®OperationsFramework

Version4.0

Glossary

Published:

April2008

Forthelatestinformation,pleasesee

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Accountability

AwayoforganizingITworkthatensurestherightworkgetsdonebyassigningsomeonewhoisheldaccountableforwhetheritgetsdoneandhow.Reference:

TeamSMF

Action/Response

Ascript,program,command,applicationstart,oranyotherrequiredremedialresponsethatminimizestheimpactofserviceincidentsorsystemevents.Reference:

ServiceMonitoringandControlSMF

Aggregation

InaServiceMonitoringandControl（SMC）tool,afunctionthatmakesitpossibletotreataseriesofsimilareventsasasingleevent.Reference:

ServiceMonitoringandControlSMF

Alert

AnotificationthatanITserviceeventrequiringattentionhasoccurred.Reference:

ServiceMonitoringandControlSMF

AvailabilityManagement

Theprocessofmanagingaserviceorapplicationsothatitisaccessiblewhenusersneedit.Availabilityistypicallymeasuredinpercentageofuptime;downtimereferstoperiodsofsystemunavailability.Reference:

ReliabilityManagementSMF

Baseline

Aknownstatebywhichsomethingismeasuredorcompared.Baselinesmakemanagingchangeincomplexprojectspossible.References:

BuildSMF,DeploySMF

BenefitManagement

AprocessthatidentifiesthebenefitscontributedbyIT—theirdefinition,monitoring,andrealizationasaresultofabusinesschange.Thisprocessensuresthatabusinesschangeachievesitsoutcomes.Reference:

FinancialManagementSMF

Bottom-upscheduling

Atypeofschedulinginwhichteammembersrepresentingeachrolegeneratetimeestimatesandschedulesfordeliverables.Eachteam’sscheduleisintegratedintoamasterprojectschedule.References:

BuildSMF,ProjectPlanSMF

Bugconvergence

Thepointatwhichthenumberofbugsfixedexceedsthenumberofbugsreported.Bugconvergenceisthefirstindicationthatasolutionisbecomingstable.Reference:

StabilizeSMF

Businesscontinuityplanning

TheprocessforplanningandpracticingtheresponseofITtoadisasterordisruptiveevent.Theseactivitiesspantheorganization,affectingFinance,Operations,andHRfunctions.Reference:

ReliabilityManagementSMF

CapacityManagement

InthecontextofIT,capacityreferstotheprocessingorperformancecapabilityofaserviceorsystem.CapacityManagementistheprocessusedtoensurethatcurrentandfuturebusinessITneedsaremetinacost-effectivemanner.Thisprocessismadeupofthreesub-processes:

business,service,andresourcecapacitymanagement.Reference:

ReliabilityManagementSMF

Change

Theaddition,modification,orremovalofapproved,supported,orbaselinedhardware,network,software,application,environment,system,desktopbuild,orassociateddocumentation.Reference:

ChangeandConfigurationManagementSMF

Changeadvisoryboard（CAB）

Across-functionalgroupsetuptoevaluatechangerequestsforbusinessneed,priority,cost/benefit,andpotentialimpactstoothersystemsorprocesses.Reference:

ChangeandConfigurationManagementSMF

Changecategory

Measurementofachange’sreleaseimpactonITandthebusiness.Thechangecomplexityandresourcesrequired,includingpeople,money,andtime,aremeasuredtodeterminethecategory.Reference:

ChangeandConfigurationManagementSMF

Changelog

Alogofrequestsforchange（RFCs）submittedforallchangesinaservice,whichtrackstheprogressofeachchangefromsubmissionthroughreview,approval,implementation,andclosure.Achangelogcanbemanagedmanually,withadocumentorspreadsheet,oritcanbemanagedautomaticallywithatool.Reference:

ChangeandConfigurationManagementSMF

ChangeManager

TherolethathastheoverallmanagementresponsibilityforthechangemanagementprocessintheITorganization.Reference:

ChangeandConfigurationManagementSMF

Compliance

AnapplicationofriskmanagementthatensuresthatITconformswithgovernmentalregulations,laws,andcompany-specificpolicies—inotherwords,ameanstoensurethattheorganizationisactuallydoingwhatithassaiditwilldo.Reference:

Governance,Risk,andComplianceSMF

Conceptualdesign

Asolutiondesignprocessthatinvolvesunderstandingthebusinessrequirementsanddefiningthefeaturesthatusersneedtodotheirjobs.ProductManagementtakestheleadincreatingtheconceptualdesign,whichbeginsduringEnvisioningandcontinuesthroughProjectPlanning.Reference:

BuildSMF,ProjectPlanSMF

Configurationitem（CI）

AnITcomponentthatisunderconfigurationmanagementcontrol.EachCIcanbecomposedofotherCIs.CIsmayvarywidelyincomplexity,size,andtype,fromanentiresystem（includingallhardware,software,anddocumentation）toasinglesoftwaremoduleoraminorhardwarecomponent.Reference:

ChangeandConfigurationManagementSMF

Configurationmanagementsystem（CMS）

AsetoftoolsthatareusedtomanageITservicemanagementdatasuchaschanges,releases,knownerrors,andincidents.References:

ProblemManagementSMF,ChangeandConfigurationSMF

Contingency

Aprocessthatpreparesanorganizationtorespondcoherentlytounplannedincidents.Reference:

Governance,Risk,andComplianceSMF

Correlation

InaServiceMonitoringandControl（SMC）tool,afunctionthatgroupseventstogetherordefinesanevent’srelationshipwithothereventsthattogetherrepresentanimpact.Reference:

ServiceMonitoringandControlSMF

CSR

SeeCustomerServiceRepresentative.Reference:

CustomerServiceSMF

Customer

Thepersonororganizationthatcommissionsandfundsaproject.References:

BuildSMF,DeploySMF,EnvisionSMF,ProjectPlanSMF

CustomerServiceRepresentative（CSR）

Afront-linecontactpersonontheServiceDeskteam.Reference:

CustomerServiceSMF

Dedicatedteam

Ateamthatexistsforongoingwork,withnospecificendtimeinmind.AnexampleofadedicatedteammightbeanoperationsteamthatsharesongoingmaintenanceforanITserviceorITcomponent.Reference:

TeamSMF

Definitivesoftwarelibrary（DSL）

AsecuresoftwarelibrarywhereallversionsofsoftwareCIsthattheCABhasapprovedfordeploymentareheldintheirdefinitive,quality-controlledform.Reference:

ChangeandConfigurationManagementSMF

Demandmanagement

Theprocessofaligninganorganization’ssupplyofITresourcestomeetservicedemandsforecastedbythebusiness.Reference:

Business/ITAlignmentSMF

Developmentrole

TheroleofDevelopmentistobuildandunit-testthecodeforasolution.Developmentprovidesinputintohigh-leveldesigns,evaluatestechnologies,anddevelopsproof-of-conceptprototypestovalidatepotentialsolutionsandtomitigatedevelopmentrisksearlyinthedevelopmentprocess.Developmentalsoprovideslow-levelproductandfeaturedesign,estimatestheeffortrequiredtodeliveronthatdesign,andthenbuildstheproduct.Reference:

BuildSMF

Error

Afault,bug,orbehaviorissueinanITserviceorsystem.Reference:

ProblemManagementSMF

Event

AnoccurrencewithintheITenvironmentdetectedbyaservicemonitoringtool.Reference:

ServiceMonitoringandControlSMF

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