ML® V3 Glossary v3.1.24, 11 May 2007 Reliability to Responsiveness, Term Definition Rey (Service Design) (Continual Service Improvement) A measur of how long a Configuration ker or Sentes can perform te agrena Fncion witout sieruption, Usaly measured ne MTBF or MTS ‘Tao trm Reliability can also be used t stata how ikaly tis hat 9 Process, Function oe ll over i requred tous See avalsiy. Femodation | (Service Transition) Recovery to akrown stato ater afaled Change or Release. Repaie (Service Operation) The replacement or coreston of faied Contguraton tom. Request tor | (Service Transition) A forma roposal or @ Change abe made, An Charge (RF) | RC ncudes delatsof the propeses Change, and may be recorded on Dapet or electronical. The term RFC is ten misused fo mean 2 Grange Record or the Crange toa Request (Service Operation) The Process responsible for managing he Fotment Liecjele ofa Seview Reavests Rewiemert | (Service Design) A fom statement of whats needed. For example a Sorvce Level Requamert, a Project Regutenent or the required Deverabies fora Process. See Statoment of Requirements Resienoe (Service Design) The abily ofa Configuration em or IT Savom to Fest Fare oro Recover quick folowing Faure, For example, an famous cate wil rest are when put under sess, See Fault Tolerance, Rescition (Service Operation) Acton aksn ta repair tha Root Cause of an Ident o Problem oto implementa Workarcun InISONEC 20000, Rocalton Processes ithe Process group that Inctes Inedent ana Problem Management Rescition “The ISONEG 20000 Process group that includes Insdent Managemer Precosses and Problem Managemen Rescue (Service Strategy) A gener erm ha inetdes IT natuctr, paola, monay of anjhing eee tht mgnt hep to deter an tf Save Rescutcne are considered tobe Resets ofan Crponsaton ‘See Capabity, Sentce Assat Response Tine ‘A measure ofthe to akon to complete an Operation or Transaction Uses Capanty Management as a measure oft Inrastucure Prformance, and in irodort Management as 2 measure ofthe time token b answer the phone, orto stat Dagross. ‘Ameasurement ofthe tina akon te respend to somthing. This could be Response Tene ofa Transacton, atthe speed wil which an IT ‘Senien Provider responds oan ince or Request fr Cnange et.ITIL® V3 Glossary v3.1.24, 14 May 2007 Restoration of Service to Role (Gervice Operation) Taking actin fo retum an IT Serie othe Users| ‘ater Ropal and Recover rom at Incident This is he primary Objective of incident Management Rete (Service Transition) Permanent removal an IT Sanco oF other Eontouraton tom, ram fe Live Envrenmont Retied sastage nthe | Ureyele of many Conigiaton Rens, Retum on (Service Swategy) (Continual Service Improvement) A measurement Investment (ROH) | he expects Beretta an investment. nthe simplest sense tis Ee Return to Nomal_| (Service Design) The phase o an T Sarvce Gortnlty Plan during fet prot of an Investment ade by ths el wort athe areas ‘Soe Net Present Value, Vauoon Investment (nth ft nom operatans arresimed For example fan lomate ‘his cantiohasbeoa fn use then this phase wl ring De pinay ta Contre bac into operation, ang estore aby Wo woxe IT Service Gentusty Pans ain “an evaluation of Change, Probie, Process, Proje ele. Reviews | ‘pplenly enn outa precaied pins Inte enya. anal wane str Closure The purpose ol 2 Rovian isto onsure thal a Deliverables fave Bean provide, and o ier oppomuntes for prover ‘See Post Implementation Ravew Rights Risk (Service Operation) Enttiomens,orpemissions, gar to a User or Rote. For example te Right te ec parteular data, o Wo authorize a Change. {A possible Even! Pat coud causa harm orloss, or aot he ality © fschiava Objectves. A Rsk i measured byte ronapity of 2 Threat the Vulnerabiy of te Asset to at Theat. the impact t woud. have tit ocoumes Fisk Assoosmert | The nal steps of Rsk Management. Analysing he value of ASats > | Somucoers. corte woes rests Fo Sassen {uarttatve foazod on numeral cata) ar alte, Risk Management | The Process responsible forientiving, assessing and cootating Rise. See ick Assessment. ‘Ase of responabiiiee, Activites ane suthotis granted oa parson or ‘fan, A Roles dened ina Process. One person ar team may nave mull Roles, for exarple the Ros of Configuration Marager and Change Manager may be eared aut by 2 single poteon. |Rollout MIL® V3 Glossary v3.1.24, 11. May 2007 Rollout to Service Acceptance Criteria (SAC) {Service Transition) Synonym for Deployment. Most ofan used to rier | {o complox or haces Dapiaymont ce Dopioyront to mato | RootCause | (Service Operation) The undoryng or original cause ofan Indant or Protom Root Cause | (Service Operation) An Activ that dontias the Root Cause of an ‘nalyss (RCA) | Insert or Probiem. RCA ypicaly concentrates on IT infastucure ‘aires See Service Faire Analyse Cancer (S00) Running Coste | Synonym for Operational Coste ‘Sealey ‘The ailly ofan IT Service, Prosess, Configuration item etc. 1 peter zs agreed Funcicn non tye Workoad or Scope changes. ‘Scope The Boundary, or extent, to which a Process, Procedure, Ceicaton, Contact etc apotes. For example the Scope of Change Managerert tay nolude al Live 1 Sentces and related Configuration tems, the Sczpe ofan ISOMNEC 20000 Certeate may incude allT Services delvered cut ofa armed data canta, Secand-ine | (Service Operation) The second evln a hierarchy of Support Groups| Sioa Invaved in he resoluon of indents and invesaton of Problens. Ear ievel contains more spectalit sils, has mate imo cor Resources, Secrty ‘See information Securay Management Secury ‘Syonyn for tfoomaton Secu Management Management SecunyPatey | Synonym for ntowmatien Secunty Poey ‘Seperation of | (Service Strategy) An proach fo Designing saltion or IT Serves ‘hat aves the problem int plecss tat ean be soled nsapenety. Tis approach separatas "what Isto be Gone rom "how iis to be Sever (Service Operation) A computer tat is connected to a network and | Drodes somware Functions tat ara usec oy eter computers ‘Seren ‘Ameans of deiverng val to Customers by facitaing Outcomes CCaniomers wars 10 aeseve wtaut the ounersip ot speete Coste and Reis Senco (Service Transition) A ol of eilora used to oneute that an IT Service Aecepiance | meets ts funcioray and Quaity Requirements an that the iT Service Ciena (SAC) | Prouris ready to Operate the now IT Service when thas boon Deployed ‘Soe Accoptanco