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ITSM - Vanderbilt IT

IT Service Management

ITSM Glossary

ACD
Automatic Call Distribution
AlarmPoint
Alerting and event notification system
Asset Management
The recognized accountancy process that includes depreciation accounting. It maintains details on assets above a certain value, their business unit and location.
Attributes
Each CI possesses a number of characteristics and features, which we call attributes. To set up a Configuration Management Database, it is necessary to decide which attributes will be included. Attributes are broken into Core and CI Specific. Core Attributes are required for all CIs.
Availability
Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio, i.e. the proportion of time that the service is actually available for use by the Customers within the agreed service hours.
Build
The final stage in producing a usable configuration. The process involves taking one of more input Configuration Items and processing them (building them) to create one or more output Configuration Items e.g. software compile and load.
Business Continuity
Business Continuity Management is concerned with managing an organization's ability to continue to provide a pre?determined and agreed level of IT Services to support the minimum business requirements following an interruption to the business. Effective Business Continuity requires a balance of risk reduction measures such as resilient systems and recovery options including back-up facilities.
Business Objects
Integrated query, reporting and analysis tool
Business Process
A group of business activities undertaken by an organization in pursuit of a common goal. Typical business processes include receiving orders, marketing services, selling products, delivering services, distributing products, invoicing for services, accounting for money received. A business process will usually depend upon several business functions for support, e.g. IT, personnel, and accommodation. A Business Process will rarely operate in isolation, i.e., other business processes will depend on it and it will depend on other processes.
Business Rule
This is an operational standard established to support the goals of the Change Management process. Business rules ensure consistent behavior and actions across roles. They are designed to mitigate risk to the enterprise and establish accountability in the process.
Business Unit
This is a workgroup which may cross organizational boundaries that has a dedicated function at VUMC. The workgroup delivers a service to a line of business.
Category
Classification of a group of Configuration Items, Change documents or Problems.
Change
Any deliberate action that alters the form, fit, or function of Configuration Items typically an addition, modification, movement, or deletion that impacts the IT infrastructure or IT services. This can include, but is not limited to: Hardware, network, software, application, environment, system, documentation, and desktop.
Change Advisory Board
The governing body facilitating the organizational impact of Changes to the organization. This will include the collation of specific Change approvals, and impact evaluation of Release management cycles. The CAB will be responsible for ensuring that a Forward Schedule of Changes is built for the organization, and is representative of the future exposure of the organization relating to Change.
Change Approver
The person who must approve the change for the Change Owner before it is reviewed by the CAB
Change authority
A group that is given the authority to approve Change, e.g. by a project board. Sometimes referred to as the Configuration Board.
Change control
The procedure to ensure that all Changes are controlled, including the submission, analysis, decision making, approval, implementation and post implementation of the Change.
Change Coordinator
Responsible for the day to day operation of the Change Process.
Change document
Request for Change, Change control form, Change order, Change record.
Change history
Auditable information that records, for example, what was done, when it was done, by whom and why.
Change Impact
The level of impact that Changes may have to the organization. Specifically, in terms of availability, service disruption, configuration items affected, area/organizational unit affected, visibility, internal/external IT resources required to make the change and if the service affected is non-critical, general and/or critical. Assessed by the Change Requestor or Owner
Change Impact assessment
A defined means of arriving at an organizations answer to Changes, including what response(s), resource allocations and/or warning(s) are needed when specific Changes occur. This is built up using the following attributes of a Change: Urgency anf Impact
Change Implementer
The person who executes the change (a change can have multiple work orders and therefore multiple implementers). Owns the work order.
Change Initiator
The person who opens a formal change ticket in the Servicedesk system.
Change log
A log of Requests for Change raised during a project, showing information on each Change, its evaluation, what decisions have been made and its current status, e.g. raised, reviewed, approved, implemented, or closed.
Change Management
Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption.
Change Manager
Owner and advocate of the Change Management Process. Accountable for operation and continual improvement of the process.
Change Priority
Priority allowing the change request to be assigned a business and technical risk rating. Every Change Ticket should be allocated a priority based on the allocation of the Urgency and Impact
Change record
A record containing details of which CIs are affected by an authorized Change (planned or implemented), and how.
Change Requester
Any person who requests a Change
Change Status
A Change ticket's status, indicating the progress it has made in the Change process. A change ticket can only assume one status at any one given time. This status is either rendered automatically by Pegasus or is manually assigned by the Change Manager. Each status has a process associated with it. This means that each status can only originate from or lead to specific other statuses.
Change Ticket
This is a Change Ticket inside Pegasus where a user requests a Change. This ticket must be processed through the Change Process for approvals, impact analysis and the like.
Classification
Process of formally grouping Configuration Items by type, Process of formally identifying Changes by type e.g. project scope Change request, validation Change request, infrastructure Change request. Process of formally identifying Incidents, Problems and Known Errors by origin, symptoms and cause.
Closure
When the Customer is satisfied that an incident has been resolved.
Computer Aided Systems Engineering
A software tool for programmers. It provides help in the planning, analysis, design and documentation of computer software.
Configuration baseline
Configuration of a product or system established at a specific point in time, which captures both the structure and details of that product or system, and enables that product or system to be rebuilt at a later date. Although the position may be updated later, the baseline remains unchanged and available as a reference of the original state and as a comparison against the current position.
Configuration control
Activities comprising the control of Changes to Configuration Items after formally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of Changes. The implementation of Changes includes changes, deviations and waivers that impact on the configuration.
Configuration documentation
Documents that define requirements, system design, build, production, and verification for a Configuration Item.
Configuration identification
Activities that determine the product structure, the selection of CIs, and the documentation of the CI's physical and functional characteristics, including interfaces and subsequent Changes. It includes the allocation of identification characters or numbers to the CIs and their documents. It also includes the unique numbering of configuration control forms associated with Changes and Problems.
Configuration item (CI)
Any configuration item that directly or indirectly affects the services necessary for the institution to deliver its business. Where there is a need to capture specific attributes of that Configuration Item. Components that are required for business continuity/disaster recovery must be a CI. A CI is any component of the IT environment /infrastructure that is under the control of Configuration Management. Component of an infrastructure, or an item, such as a Request for Change, associated with an infrastructure, that is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.
Configuration Management
The process of identifying and defining Configuration Items in a system, recording and reporting the status of Configuration Items and Requests for Change, and verifying the completeness and correctness of Configuration Items.
Configuration Management Database (CMDB)
A database that contains all relevant details of each CI and details of the important relationships between CIs.
Configuration Management plan
Document setting out the organization and procedures for the Configuration Management of a specific product, project, system, support group or service.
Configuration Management tool
A software product providing automatic support for Change, Configuration or version control.
Configuration structure
A hierarchy of all the CIs that comprise a configuration.
Critical Service
Systems related to workflow with direct impact on the line of business ( Patient Care, Education & Research)
Customer
Recipient of a service; usually the Customer management has responsibility for the cost of the service, either directly through charging or indirectly in terms of demonstrable business need.
Definitive Hardware Store (DHS)
An area set aside for the secure storage of definitive hardware spares. These are spare components and assemblies that are maintained at the same level as the comparative systems within the live environment. Details of these components and their respective builds and contents should be comprehensively recorded in the configuration management database. These can then be used in a controlled manner when needed for additional systems or in the recovery from major incidents. Once their (temporary) use has ended, they should be returned to the DHS or replacements obtained.
Definitive Software Library (DSL)
The library in which the defined authorized versions of all software CIs are stored and protected. It is a physical library or storage repository where master copies of software versions are placed. This one logical storage area may in reality consist of one or more physical software libraries or file-stores. They should be separate from development and test file-store areas. The DSL may also include a physical store to hold master copies of bought-in software, e.g. a fireproof safe. Only authorized software should be accepted into the DSL, strictly controlled by Change and Release Management. The DSL exists not directly because of the needs of the Configuration Management process, but as a common base for the Release Management and Configuration Management processes.
Delta Release
A Delta, or partial, Release is one that includes only those CIs within the Release unit that have actually changed or are new since the last full or Delta Release. For example, if the Release unit is the program, a Delta Release contains only those modules that have changed, or are new, since the last full release of the program or the last Delta Release of certain modules. See also Full Release
Emergency Change
This is a change that is initiated to react to an unplanned event that has triggered an emergent or high impact incident. Relevant activities include:
' Perform impact and urgency analysis, root cause and escalate to ECAB
' ECAB invokes Executive involvement
Emergency Change Advisory Board (ECAB)
Comprised of executives that are able to take ownership of potential changes or disruptions to the organization
End-User
See User
Environment
A collection of hardware, software, network communications and procedures that work together to provide a discrete type of computer service. There may be one or more environments on a physical platform e.g. test, production. An environment has unique features and characteristics that dictate how they are administered in similar, yet diverse, manners.
Expedited Change
This is a change that invokes proactive action to a planned event that may trigger a top/high impact incident and invokes a reaction to a planned or unplanned low or medium impact event that may or has triggered a low or medium disruption
Expert User
See Super User
Financial Management for IT
Financial Management For IT Services is responsible for accounting for the costs of providing for IT service and for any aspects of recovering these costs from the customers (charging).
Forward Schedule of Changes (FSC)
A pre-determined schedule of changes that is based on request for changes and their impact and priority on the organization, typically in a calendar format.
Full Release
All components of the Release unit that are built, tested, distributed and implemented together. See also Delta Release.
General Service
Systems related to workflow with indirect impact on the line of business ( Patient Care, Education & Research)
Impact
Measure of the business criticality of an Incident. Often equal to the extent to which an Incident leads to distortion of agreed or expected service levels.
A measure of how the problem or incident affects a customer or the business.
Incident
Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service.
Infrastructure
An underlying base or foundation of the organization or system.
The basic facilities, services, and installations needed for the functioning of an IT or Business Services, such as In-Patient and Out-patient Care, Medipac and Epic, Application Servers and Network, E-mail and Internet
Interface
Physical or functional interaction at the boundary between Configuration Items.
IT Service Management (ITSM)
This is the discipline of establishing ITIL compliant processes such as Change Management in order to align VUMCs IT with the business
Key Performance Indicator (KPI)
Measurements used to assess the effectiveness of the Change Management Process, including : Success of Implementations; Drivers of Change; Types of Change; Time to Acceptance; Time to Approve; Time to Plan; Completion VS Closure; Time to Complete; Time to Update CMDB; Evaluation Required; and Uncompleted Tickets
Known Error (KE)
A problem that has been successfully diagnosed and for which a permanent alternative or temporary circumvention exists. If a business case exists, an RFC will be raised, but, in any event, it remains a known error unless it is permanently fixed by a change.
Known Error (KE)
An Incident or Problem for which the root cause is known and for which a temporary Work-around or a permanent alternative has been identified. If a business case exists, an RFC will be raised, but, in any event, it remains a known error unless it is permanently fixed by a Change.
Life-cycle
A series of states connected by allowable transitions. The life cycle represents an approval process for Configuration Items, Problem Reports and Change documents.
Line of Business
VUMC's Lines of Business are: Patient Care, Education, Research and Service to the Community
Major incident
An incident with a high impact or potentially high impact, which requires an immediate response that is above and beyond that given to "normal" incidents. Typically these incidents require cross-company coordination, management escalation, the mobilization of additional resources, and increased communications.
Major problem
A problem with a high impact or potentially high impact, which requires a response that is above and beyond that given to "normal" problems. There are normally longer timescales available in which to plan a resolution to a major problem compared to a major incident, which often requires an immediate response. This means that it is better to treat the issue as a proactive requirement and manage it as a problem management issue. If the problem is left to incident management, because it lacks the immediacy of other incidents, there is a risk of it not being progressed.
Material Artifacts
Key Elements of a Change Ticket that comprise the core of the Approval. Should the Change Manager publish certain attributes of the Change as Material, the Change may be implemented within the confines of that approval. Should any of the artifacts be altered, and then this change will need to go through the Change Management Approval process again, which may be the CAB or ECAB
Mercury Test Director
Application Testing and Documentation tool
MyVandy: VUMC Portal
Up-to-date information and reports
Non-critical Service
Systems related to workflow with minor impact on the line of business ( Patient Care, Education & Research)
Parent / Child Relationship
Each CI can be a component of another CI by establishing a parent-child hierarchy. In the example of the monitor and the computer, the computer could be identified as the parent and the monitor as the child. In parent-child relation types, a child cannot operate properly without the parent. This type of relation creates a hierarchy between CIs. Parentchild relations can exist between business services or between operations management services.
PD0005
Alternative title for the BSI publication A Code of Practice for IT Service Management.
Pegasus
An IT Service Delivery System used to maintain processes and facilitate communication in order to provide robust and scalable IT solutions.
Place Holder CI
CIs being used (These are CI?s that have no actual CI owner, and are meant to facilitate the ease of operations pending the definition of the correct / actual CI)
Post Implementation Review (PIR)
Intended to review the Change process for deficiencies / enabling factors. It is a continuous improvement mechanism for the Change process. The PIR is also intended to provide information to the Problem, Incident, Release, Availability and other management processes that will contribute toward a sound maturity of the IT infrastructure and Process execution.
Pre-approved Change
These changes follow an established path of accepted solution to a specific requirement. There is therefore a template workflow in Pegasus, which incorporates a pre-defined change plan. These are changes that have already been through the Change process which has been approved by the CAB for reuse within a set of guidelines and may be implemented without subsequent approval
PRINCE2
The standard UK government method for project management.
Priority
The resulting analysis of impact and urgency.
Problem
Unknown underlying cause of one or more Incidents.
Process
A connected series of actions, activities, Changes etc. performed by agents with the intent of satisfying a purpose or achieving a goal.
Process Control
The process of planning and regulating, with the objective of performing a process in an effective and efficient way.
Relationships
Connectivity, link and/or dependency between two or more CIs.
Release
A collection of new and/or changed CIs which are tested and introduced into the live environment together.
Request For Change
This is a Change ticket inside OpenView Service Desk where a user requests a Change. This request must be processed through the Change Process for approvals, impact analysis and the like
Request For Service
Service Calls will be classified as a Request for Service when they are not the result of a loss or degradation of service and the request can be satisfied without modifications to elements that are within the scope of Configuration Management.
Resolution
The action taken to resolve a Service Call, Incident, or Problem.
Role
A set of responsibilities, activities and authorizations.
Root cause analysis
Activity undertaken aimed at establishing the root cause of problems.
Satellink
Satellink Paging System
Service
IT Service -A described set of facilities, IT and non-IT, supported by the IT service provider that fulfills one or more needs of the customer, that supports the customers business objectives, and that is perceived by the customer as a coherent whole.
Service desk
A function that provides the vital day-to-day contact point between customers, users, IT services, and third-party organizations. The service desk not only coordinates the incident management process, but also provides an interface for many other service requests.
Service Level
The expression of an aspect of a service in definitive and quantifiable terms; specifies a term in a SLA, and quantifies its associated measure(s).
Service Level Agreement
A written agreement between a service provider and Customer(s) that documents agreed service levels for a service.
Service Request
Every Incident not being a failure in the IT Infrastructure.
Software Configuration Item (SCI)
As Configuration Item, excluding hardware and services.
Software Environment
Software used to support the application, such as operating system, database management system, development tools, compilers, and application software.
Software Library
A controlled collection of SCIs designated to keep those with like status and type together and segregated from unlike, to aid in development, operation and maintenance.
Solution/permanent fix
An identified means of resolving an incident or problem that provides a resolution for the underlying cause.
SPoC
Single Point of Contact
Standard Change -
These are changes that require Change Management to verify all key material artifacts to ensure the change impact is fully understood by all relevant parties; there is no pre-defined approval / change path; and,
Requires CAB / Change Management Approval / Review at all times.
Typical characteristics of standard changes are:
Low to medium Urgency
Change Owner sets initial Impact
Change Management Process
validates the priority
Subject Matter Expert (SME)
Resources within and out of the working environment who are knowledgable on a specific skill set or functioning of activities or functions within a company.
Super User
In some organizations it is common to use expert Users (commonly known as Super, or Expert, Users) to deal with first-line support problems and queries. This is typically in specific application areas, or geographical locations, where there is not the requirement for full-time support staff. This valuable resource needs, however, to be carefully coordinated and utilized.
System
An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective.
Tier 1
Service Desk (Customer Support Representative).
This group is the first line of support and is generally receiving customers calls first. They perform triage, solving straightforward problems themselves (possibly using some kind of knowledge management tool) and pass the rest onto Tier 2. In some rare cases, they may escalate directly to Tier 3.
Tier 1 will only be able to grow as a business unit and adopt new services based on Tier 2 and 3 documenting solutions, work activities and workarounds.
Tier 2
System / Network Administration / Application / Security (System Administrator, Network Administrator, LAN Manager / LAN technician). System administration in Tier 2 handles escalations from Tier 1 and escalates to Tier 3. Tier 2 personnel focuses on the infrastructure that IT services rely on to function properly.
Tier 3
Product Operations Engineering (Product Operations Engineer).
Application / Product operations engineers handle escalations from Tier 1 and Tier 2. The product operations group is made up of seasoned, technically skilled engineers who focus on the operation of individual products. Usually, their functional specialty is systems engineering and they are probably experienced employees who have worked for a time in Tier 2. They may have other functional specialties, such as database administration or network engineering, depending on the product they support.
Tier 4
Engineering (Software or Systems Engineer). Engineering is in charge building and maintaining products. They handle escalations from Tiers 2 and 3. Engineering is in charge of the bug tracking process and uses it as a means for monitoring the health of the products they have built and are maintaining. They do not set priorities for bug fixes, however. That is done by a group with representatives from Product Management, Technical Support, Software Quality Assurance, Product Operations, and Engineering. It should be noted that this is a functional role as opposed to a specific title given to any given Workgroup. Some Workgroups have a higher level to escalate to for engineering/development efforts, while some do not.
Trend analysis
A study of historical incident, problem, and known error data aimed at identifying future activity to reduce or prevent incidents.
Urgency
The extent to which an action can bear delay based on the business needs of the Customer. Urgency and Impact determine Priority.
User
The person who uses the services on a day-to-day basis.
Version
An identified instance of a Configuration Item within a product breakdown structure or configuration structure for the purpose of tracking and auditing change history. Also used for software Configuration Items to define a specific identification released in development for drafting, review or modification, test or production.
Version Identifier
A version number; version date; or version date and time stamp
VUMC Pager System
VUMC Pager System
VUnet ID
Access to Vanderbilt online resources
Westbury Report Manager
HP Service Desk reporting tool
Workaround
An identified means of resolving a particular incident, which allows normal service to be resumed but does not actually resolve the issue that caused the incident in the first place