Romanian Version of Glossary of Terms, Definitions and Acronyms

ITIL V3 Glossary v3.1.
24, 30 May 2008 Romanian Translation
Romanian Version of Glossary of Terms, Definitions and Acronyms

V3, 30 May 2008
Acknowledgements for English Version We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley Hanna of Hewlett-Packard in the production of this glossary. Acknowledgements for Romanian Version We would like to express our gratitude and acknowledge the contribution of ITBoard, Adrian Munteanu, Catalin Danila and Silviu Neagu for Romanian translation, Andrei Gheorghiu, Florin Stamate and Nadia Stan for quality checks on the translation.
Note for readers

This glossary may be freely downloaded. See http://www.get-best-practice.co.uk/glossaries.aspx for details of licence terms
ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Term Acceptance Definition Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage of a Project or Process. See Service Acceptance Criteria. (Service Operation) The Process responsible for allowing Users to make use of IT Services, data, or other Assets. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets. Access Management is sometimes referred to as Rights Management or Identity Management. (Service Strategy) A Role that is very similar to Business Relationship Manager, but includes more commercial aspects. Most commonly used when dealing with External Customers. (Service Strategy) The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget. Officially authorised to carry out a Role. For example an Accredited body may be authorised to provide training or to conduct Audits. (Service Operation) Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status. See Passive Monitoring. A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans, and are documented in Procedures. (Service Design) A synonym for Service Hours, commonly used in formal calculations of Availability. See Downtime. Termeni Acceptanta Definitie Acord formal ca un Serviciu IT, Proces, Plan sau alte Livrabile sa fie complete, corecte, de Incredere si sa satisfaca Cerintele specificate. Uzual Aceptanta este precedata de Evaluare sau Testare si este de obicei obligatorie inainte de a trece la urmatorul stadiu al unui Proiect sau Proces. Vezi Criterii de Aceptanta. (Service Operation) Procesul responsabil pentru a permite Utilizatorilor sa foloseasca Serviciile IT, date sau alte Bunuri. Managementul Accesului ajuta protejarea Confidentialitatii, Integritatii, si Disponibilitatii Bunurilor, asigurandu-se ca numai Utilizatorii autorizati au posibilitatea sa acceseze sau sa modifice aceste Bunuri. Managementul Accesului este uneori denumit Managementul Drepturilor sau Managementul Identitatii. (Service Strategy) Un Rol care este similar cu Managerul Relatiilor de Business, dar include mai multe aspecte comeciale. De obicei este folosit mai mult cand se interactioneaza cu Clienti Externi. (Service Strategy) Procesul responsabil cu identificarea Costurilor actuale ale livrarii Servicilor IT, comparea acestora cu costul bugetului si managementul deviatiilor/variantelor fata de Buget. Autorizat oficial pentru a indeplini un Rol. De exemplu, o persoana Acreditata poate fi autorizata sa furnizeze un training sau sa conduca o misiune de Audit. (Service Operation) Monitorizarea unui Element de Configurare sau a unui Serviciu IT care foloseste verificari dese, automate, pentru a descoperi situatia curenta. Vezi Monitorizarea Pasiva. Un set de actiuni planificate pentru a obtine un rezultat specific. Activitatile sunt deobicei definite ca o parte din Procese sau Planuri si sunt prezentate in Proceduri. (Service Design) Un sinonim pentru Orarul Disponibilitatii Serviciului, folosit des in calculele formale ale Disponibilitatii. Vezi Timp de Intrerupere. Un Document care descrie un acord formal intre doua sau mai multe parti. Un Acord/Conventie nu reprezinta o obligatie legala, decat doar daca face parte dintr-un Contract. Vezi Acord Nivel Serviciu Agreat (SLA), Acord Nivel Operational Agreat (OLA).
Access Management
Managementul Accesului
Account Manager
Manager de Conturi clienti
Accounting
Contabilitate (de IT)
Accredited
Acreditat
Active Monitoring
Monitorizare activa
Activity
Activitate
Agreed Service Time
Agreement
A Document that describes a formal understanding between two or more parties. An Agreement is not legally binding, unless it forms part of a Contract. See Service Level Agreement, Operational Level Agreement.
Perioada agreata de furnizare a serviciului Acord/ Conventie

Alert (Service Operation) A warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools and are managed by the Event Management Process. (Service Strategy) (Service Design) (Continual Service Improvement) A technique that uses mathematical Models to predict the behaviour of a Configuration Item or IT Service. Analytical Models are commonly used in Capacity Management and Availability Management. See Modelling. Software that provides Functions that are required by an IT Service. Each Application may be part of more than one IT Service. An Application runs on one or more Servers or Clients. See Application Management, Application Portfolio. (Service Design) (Service Operation) The Function responsible for managing Applications throughout their Lifecycle. (Service Design) A database or structured Document used to manage Applications throughout their Lifecycle. The Application Portfolio contains key Attributes of all Applications. The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the Configuration Management System. (Service Design) An External Service Provider that provides IT Services using Applications running at the Service Provider's premises. Users access the Applications by network connections to the Service Provider. (Service Design) The Activity responsible for understanding the Resource Requirements needed to support a new Application, or a major Change to an existing Application. Application Sizing helps to ensure that the IT Service can meet its agreed Service Level Targets for Capacity and Performance. (Service Design) The structure of a System or IT Service, including the Relationships of Components to each other and to the environment they are in. Architecture also includes the Standards and Guidelines which guide the design and evolution of the System. Alerta (Service Operation) O alarma ca s-a atins un prag, s-a schimbat ceva sau a aparut o Defectiune. Alertele sunt de obicei create si conduse prin intermediul instrumentelor de Managementul Sistemelor/System Management si sunt gestionate de Procesul Managementului Evenimentelor. (Service Strategy) (Service Design) (Continual Service Improvement) O tehnica care foloseste Modele matematice pentru a putea previziona comportamentul unui Element de Configuratie sau a unui Serviciu IT. Modelarea analitica este des folosita in Managementul Capacitatii si in Managementul Disponibilitatii (Serviciilor IT). Vezi Modelare. Un software care asigura Functii necesare unui Serviciu IT. Fiecare Aplicatie poate fi parte din unul sau mai multe Servicii IT. Aplicatia poate functiona pe unul sau mai multe Servere sau Clienti. Vezi Managementul Aplicatiilor, Portofoliul Aplicatiilor. (Service Design) (Service Operation) Functia responsabila pentru coordonarea Aplicatiilor, pe tot parcursul Ciclul de Viata. (Service Design) O baza de date sau un Document structurat, folosit pentru a gestiona Aplicatia pe parcursul Ciclului de Viata (al Aplicatiilor). Portofoliul Aplicatiilor contine Atribute semnificative din toate Aplicatiile. Portofoliul Aplicatiilor este cateodata implementat ca facand parte din Portofoliul de Servicii, sau ca parte din Sistemul pentru Managementul Configuratiilor (CMS). (Service Design) Un Provider de Servicii Extern care furnizeaza Servicii IT folosind Aplicatii ce functioneaza/ruleaza in locatia/pe infrastructura Furnizorului de Serviciu. Utilizatorii acceseaza Aplicatia prin intermediul conexiunilor de retea catre Furnizorul de Servicii. (Service Design) Activitatea responsabila pentru intelegerea Cerintelor de Resurse necesare/folosite de o noua Aplicatie sau o Schimbare majora a unei Aplicatii existente. Dimensionarea Aplicatiilor se asigura ca Serviciile IT pot atinge Norma Nivelului de Servicii pentru Capacitate si Performanta. (Service Design) Structura unui Sistem sau a unui Serviciu IT, incluzand Relatiile Componentelor unele cu celelalte si cu mediul din care fac parte. Arhitectura include de asemenea si Standarde si Ghiduri/Indrumare care indica modul de proiectare si evolutia Sistemului.
Analytical Modelling
Modelare analitica
Application
Aplicatie
Application Management Application Portfolio
Managementul Aplicatiilor Portofoliul Aplicatiilor
Application Service Provider (ASP) Application Sizing
Furnizor de Servicii tip Aplicatie (ASP)
Dimensionarea Aplicatiilor
Architecture
Arhitectura

Assembly (Service Transition) A Configuration Item that is made up from a number of other CIs. For example a Server CI may contain CIs for CPUs, Disks, Memory etc.; an IT Service CI may contain many Hardware, Software and other CIs. See Component CI, Build. Inspection and analysis to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. See Audit. (Service Strategy) Any Resource or Capability. Assets of a Service Provider include anything that could contribute to the delivery of a Service. Assets can be one of the following types: Management, Organisation, Process, Knowledge, People, Information, Applications, Infrastructure, and Financial Capital. (Service Transition) Asset Management is the Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle. Asset Management is part of an overall Service Asset and Configuration Management Process. See Asset Register. (Service Transition) A list of Assets, which includes their ownership and value. The Asset Register is maintained by Asset Management. (Service Transition) A piece of information about a Configuration Item. Examples are name, location, Version number, and Cost. Attributes of CIs are recorded in the Configuration Management Database (CMDB). See Relationship. Formal inspection and verification to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. An Audit may be carried out by internal or external groups. See Certification, Assessment. Synonym for RACI. Ansamblu (Service Transition) Un Element de Configuratie care este format dintr-un numar de alte Elemente de Configuratie. De exemplu un Element De Configuratie (CI) Server poate contine mai multe Elemente de Configuratie Hardware, Software si alte Elemente de Configuratie. Vezi Element de Configuratie/CI, Asamblare. Inspectia si analiza realizata pentru a verifica daca un Standard sau un set de Ghiduri/Indrumare sunt respectate, daca Inregistrarile sunt efectuate corect sau daca tintele propuse pentru Eficienta si Efectivitate sunt atinse. Vezi Audit. (Service Strategy) Orice Resursa sau Capabilitate. Bunurile unui Furnizor de Servicii includ tot ce ar putea contribui la livrarea unui Serviciu. Bunurile pot fi de urmatoarele tipuri: Management, Organizare, Procese, Cunostiinte, Oameni/Resurse, Informatie, Aplicatii, Infrastructura si Capital Financiar. (Service Transition) Managementul Mijloacelor Fixe este Procesul responsabil pentru urmarirea si raportarea valorilor si apartenenta Bunurilor financiare de-a lungul Ciclului lor de Viata. Mangementul Mijloacelor Fixe face parte din procesul global de Managementul Configuratiilor si Activele Serviciului. Vezi Registrul Mijloacelor Fixe. (Service Transition) O lista de Bunuri, care include apartenenta si valorile acestora. Registrul Mijloacelor Fixe este mentinut de Managementul Mijloacelor Fixe. (Service Transition) O portiune de informatie despre un Element de Configuratie. De exemplu, nume, locatie, numar Versiune si Cost. Atributele Elementelor de Configuratie sunt inregistrate in Baza de Date pentru Managementul Configuratiilor CMDB. Vezi Relatii. Inspectie formala si verificare pentru a controla in ce masura un Standard sau un set de Ghiduri/Indrumare sunt respectate, daca Inregistrarile sunt corecte sau daca tintele propuse pentru Eficienta si Efectivitate sunt atinse. O misiune de Audit poate fi condusa de un grup intern sau extern. Vezi Certificare, Evaluare. Sinonim pentru RACI.
Assessment
Evaluare
Asset
Bun (Bunuri)
Asset Management
Managementul Mijloacelor Fixe
Asset Register
Registrul Mijloacelor Fixe Atribut
Attribute
Audit
Inspectie/Audit
Authority Matrix Automatic Call Distribution (ACD)
(Service Operation) Use of Information Technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated Call Distribution.
Matricea Responsabilitat ilor Distribuire automata a apelurilor (ACD)
(Service Operation) Folosirea unei Tehnologii Informatice pentru a directiona apelurile telefonice sosite catre cea mai potrivita persoana si in timpul cel mai scurt. ACD este cunoscut si sub de numirea de Distribuirea Automata a Apelurilor.

Availability (Service Design) Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability, Maintainability, Serviceability, Performance, and Security. Availability is usually calculated as a percentage. This calculation is often based on Agreed Service Time and Downtime. It is Best Practice to calculate Availability using measurements of the Business output of the IT Service. Disponibilitate (Service Design) Abilitatea unui Element de Configuratie sau a unui Serviciu IT de a executa Functiile convenite atunci cand este cazul. Disponibilitatea este determinata de Fiabilitate, Capacitatea de Intretinere a unui Serviciu, Capacitatea de Indeplinire a Serviciului, Performanta si Securitate. Disponibilitatea este de obicei calculata ca un procent. Acest calcul este de obicei bazat pe Perioada agreata de furnizare a serviciului si Timp de intrerupere. Este o Buna Practica de a calcula Disponibilitatea folosind ca masura contributia la Afacere a Serviciului IT. (Service Design) Procesul responsabil pentru definirea, analiza, Planificarea, masurarea si imbunatatirea tuturor aspectelor legate de Disponibilitatea unui Serviciu IT. Managementul Disponibilitatii este responsabil pentru a se asigura ca Infrastructura IT, Procesele, Instrumentele, Rolurile etc sunt corespund cu Norma Nivelului de Servicii convenite pentru Disponibilitate. (Service Design) Un depozit virtual pentru toate datele Managementul Disponibilitatii, stocat de obicei in mai multe locatii fizice. Vezi Sistemul de Managemet al Cunostintelor despre Servicii SKMS.
Availability Management
(Service Design) The Process responsible for defining, analysing, Planning, measuring and improving all aspects of the Availability of IT Services. Availability Management is responsible for ensuring that all IT Infrastructure, Processes, Tools, Roles etc are appropriate for the agreed Service Level Targets for Availability. (Service Design) A virtual repository of all Availability Management data, usually stored in multiple physical locations. See Service Knowledge Management System.
Managementul Disponibilitatii (serviciilor IT)
Availability Management Information System (AMIS)
Availability Plan Back-out
(Service Design) A Plan to ensure that existing and future Availability Requirements for IT Services can be provided Cost Effectively. Synonym for Remediation.
Backup
(Service Design) (Service Operation) Copying data to protect against loss of Integrity or Availability of the original. (Continual Service Improvement) A management tool developed by Drs. Robert Kaplan (Harvard Business School) and David Norton. A Balanced Scorecard enables a Strategy to be broken down into Key Performance Indicators. Performance against the KPIs is used to demonstrate how well the Strategy is being achieved. A Balanced Scorecard has 4 major areas, each of which has a small number of KPIs. The same 4 areas are considered at different levels of detail throughout the Organisation.
Sistem Informatic pentru Managementul Disponibilitatii (serviciilor IT) (AMIS) Planul Asigurarii Disponibilitatii Iesire din situatii neprevazute/Ba ck-out Salvare Date/Back-up Balance Scorecard (un instrument de evaluare a performantei)
(Service Design) Un Plan care se asigura ca, Cerintele de Disiponibilitate curente si viitoare, pentru Serviciile IT, sa fie furnizate in mod Efectiv din punct de vedere al Costului. Sinonim cu Remediere.
Balanced Scorecard
(Service Design) (Service Operation) Copierea datelor pentru a fi protejate impotriva pierderii/distrugerii Integritatii sau Disponibilitatii originalului. (Continual Service Improvement) Este o unealta pentru management, dezvoltata de Dr. Robert Kaplan (Harward Business School) si David Norton. O abordare de acest gen presupune ca o Strategie sa poata fi divizata in Indicatori Cheie de Performanta/KPI. Performanta versus KPI este folosita pentru a demonstra cat de bine Strategia a fost atinsa. Balance Scorecard are 4 arii majore, fiecare avand un numar mic de KPIs. Aceleasi 4 arii sunt considerate la nivele diferite de detaliu de-a lungul Organizatiei.

Baseline (Continual Service Improvement) A Benchmark used as a reference point. For example: An ITSM Baseline can be used as a starting point to measure the effect of a Service Improvement Plan A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or Release fails Referinta/ Baseline (Continual Service Improvement) Un Reper/Benchmark folosit ca un punct de referinta. De exemplu: O Configuratie de Referinta ITSM poate fi folosita ca un punct de pornire pentru masurarea efectul Planului de Imbunatatire al Serviciului. O Configuratie de Referinta a Performantei poate fi folosita pentru a masura schimbarile in Performanta unui Serviciu IT de-a lungul duratei sale de viata. O Configuratie de Referinta a Managementului Configuratiilor poate fi folosita ca optiune pentru ca Infrastructura IT sa poata fi restaurata la o Configuratie cunoscuta daca vreo Schimbare sau un Pachet de Distributie esueaza. (Continual Service Improvement) Inregistrarea unei anumite stari intr-un anumit moment specific de timp. Un Benchmark (Reper in Timp) poate fi realizat pentru o Configuratie, un Proces sau pentru orice alt set de date. De exemplu, un Benchmark poate fi folosit pentru: Imbunatatirea Continua a Serviciilor/CSI, pentru a stabili starea curenta pentru gestionarea imbunatatirilor. Managementul Capacitatii, pentru a documenta caracteristicile Performantei in timpul operatiunilor uzuale. Vezi Compararea Configuratiei, Baseline. Benchmarking (Continual Service Improvement) Comparing a Benchmark with a Baseline or with Best Practice. The term Benchmarking is also used to mean creating a series of Benchmarks over time, and comparing the results to measure progress or improvement. Proven Activities or Processes that have been successfully used by multiple Organisations. ITIL is an example of Best Practice. (Service Design) A technique that helps a team to generate ideas. Ideas are not reviewed during the Brainstorming session, but at a later stage. Brainstorming is often used by Problem Management to identify possible causes. The UK National Standards body, responsible for creating and maintaining British Standards. See http://www.bsiglobal.com for more information. See ISO. A list of all the money an Organisation or Business Unit plans to receive, and plans to pay out, over a specified period of time. Comparare configuratii (Continual Service Improvement) Compararea unui Benchmark (Reper in Timp) cu un Baseline (Configuratie de Referinta) sau cu o Buna Practica. Termenul Compararea configuratiilor este de asemenea folosit pentru creerea de-a lungul timpului, a unor serii de Repere in Timp si a compara rezultatele in scopul masurarii progresului sau a imbunatatirii. Activitati sau Procese certificate care au fost folosite cu succes in mai multe Organizatii. ITIL este un exemplu de Buna Practica. (Service Design) O tehnica care ajuta o echipa sa genereze idei. Ideile nu sunt revazute in timpul sesiunii Brainstorming, urmand sa fie revizuite ulterior. Brainstorming este des folosit de Managementul Problemelor pentru a indetifica posibilele cauze. Organizatia Britanica a Standardelor Nationale, responsabila pentru crearea si mentinerea Standardelor Britanice. Pentru mai multe informatii acceseaza http://www.bsi-global.com Vezi ISO. O lista a banilor pe care Organizatia sau Unitatea de Afaceri planuieste sa-i primeasca si sa-I achite de-a lungul unei perioade determinate de timp.
Benchmark
(Continual Service Improvement) The recorded state of something at a specific point in time. A Benchmark can be created for a Configuration, a Process, or any other set of data. For example, a benchmark can be used in: Continual Service Improvement, to establish the current state for managing improvements. Capacity Management, to document Performance characteristics during normal operations. See Benchmarking, Baseline.
Benchmark (Reper in Timp)
Best Practice
Buna Practica
Brainstorming
British Standards Institution (BSI) Budget
Brainstorming (sesiune de creare si colectare de idei) Institul Britanic de Standardizare (BSI) Buget

See Budgeting, Planning. Budgeting The Activity of predicting and controlling the spending of money. Consists of a periodic negotiation cycle to set future Budgets (usually annual) and the day-to-day monitoring and adjusting of current Budgets. (Service Transition) The Activity of assembling a number of Configuration Items to create part of an IT Service. The term Build is also used to refer to a Release that is authorised for distribution. For example Server Build or laptop Build. See Configuration Baseline. (Service Transition) A controlled Environment where Applications, IT Services and other Builds are assembled prior to being moved into a Test or Live Environment. (Service Strategy) An overall corporate entity or Organisation formed of a number of Business Units. In the context of ITSM, the term Business includes public sector and not-for-profit organisations, as well as companies. An IT Service Provider provides IT Services to a Customer within a Business. The IT Service Provider may be part of the same Business as their Customer (Internal Service Provider), or part of another Business (External Service Provider). (Service Design) In the context of ITSM, Business Capacity Management is the Activity responsible for understanding future Business Requirements for use in the Capacity Plan. See Service Capacity Management. (Service Strategy) Justification for a significant item of expenditure. Includes information about Costs, benefits, options, issues, Risks, and possible problems. See Cost Benefit Analysis. (Service Design) The Business Process responsible for managing Risks that could seriously impact the Business. BCM safeguards the interests of key stakeholders, reputation, brand and value creating activities. The BCM Process involves reducing Risks to an acceptable level and planning for the recovery of Business Processes should a disruption to the Business occur. BCM sets the Objectives, Scope and Requirements for IT Service Continuity Management. (Service Design) A Plan defining the steps required to Restore Business Processes following a disruption. The Plan will also identify the triggers for Invocation, people to be involved, communications etc. IT Service Continuity Plans Bugetare Vezi Bugetare, Planificare. Activitatea previzionarii si controlului cheltuielilor banilor. Consta intr-un ciclu periodic de negociere pentru a stabili Bugetele viitoare (de obicei anual) si pentru a monitoriza si a ajusta zi de zi Bugetele curente. (Service Transition) Activitatea de alcatuire a unui numar de Elemente de Configurare menite a face parte dintr-un Serviciu IT. Termenul de Ansamblu/Build este de asemenea folosit pentru a se referi la un Pachet de Distributie autorizat. De exemplu, Ansamblulul/Build de Server sau a Laptop. Vezi Baseline (Configuratie de baza.) (Service Transition) Un Mediu controlat, unde Aplicatiile, Serviciile IT sau alte Ansambluri sunt asamblate in prealabil pentru a fi mutate intr-un Mediu de Test sau de Productie. (Service Strategy) O entitate globala a unei corporatii sau Organizatii formata dintr-un numar de Unitati de Business. In contextul ITSM, termenul de Afacere include sectorul public si organizatiile non-profit, precum si companiile. Un Provider de Servicii IT furnizeaza Servicii IT catre un Client in interiorul unei Afaceri. Providerul de Servicii IT poate face parte din acea Afacere ca si cea a Clientului (Provider de Servicii Intern) sau parte dintr-o alta Afacere (Porvider de Servicii Extern). (Service Design) In contextul ITSM, Mangementul Capacitatii Afacerii este Activitatea responsabila pentru intelegerea Necesitatilor de Afacerii, pentru elaborarea Planul de Capacitate. Vezi Managementul Capacitatii Serviciilor. (Service Strategy) Justificarea pentru o cheltuiala semnificativa. Include informatii despre Cost, beneficii, optiuni, probleme, Risc si alte posibile probleme. Vezi Analiza Cost-Beneficiu. (Service Strategy) Procesul De Afacere/Business ce este responsabil pentru managementul Riscului care ar putea afecta negativ si semnificativ Afacerea. BCM protejeaza interesele actionarilor, reputatia, marca si activitatille ce creea za valoare. Procesul BCM implica reducerea Riscurilor la un nivel acceptabil si planificarea pentru restaurarea/recuperarea Proceselor de Afacerii/Business in cazul aparitiei unui eveniment de intrerupere a Afacerii. BCM fixeaza Obiectivele, Scopul si Cerintele pentru Managementul Continuitatii Serviciilor IT. (Service Strategy) Un Plan care defineste pasii necesari pentru Procesul de Restaurare a Afacerii in cazul unui eveniment de intrerupere. De asemenea, Planul va identifica declansatorii pentru Invocare, persoane implicate, comunicatii
Build
Ansamblare/ Build
Build Environment Business
Mediu de asamblare Afacere /Business
Business Capacity Management (BCM) Business Case
Managementul Capacitatii Afacerii (BCM)
Studiu de fezabilitate
Business Continuity Management (BCM)
Managementul Continuitatii Afacerii (BCM)
Business Continuity Plan (BCP)
Planul Continuitatii Afacerii (BCP)

form a significant part of Business Continuity Plans. Business Customer (Service Strategy) A recipient of a product or a Service from the Business. For example if the Business is a car manufacturer then the Business Customer is someone who buys a car. (Service Strategy) BIA is the Activity in Business Continuity Management that identifies Vital Business Functions and their dependencies. These dependencies may include Suppliers, people, other Business Processes, IT Services etc. BIA defines the recovery requirements for IT Services. These requirements include Recovery Time Objectives, Recovery Point Objectives and minimum Service Level Targets for each IT Service. (Service Strategy) The Objective of a Business Process, or of the Business as a whole. Business Objectives support the Business Vision, provide guidance for the IT Strategy, and are often supported by IT Services. (Service Strategy) The day-to-day execution, monitoring and management of Business Processes. (Continual Service Improvement) 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. A Process that is owned and carried out by the Business. A Business Process contributes to the delivery of a product or Service to a Business Customer. For example, a retailer may have a purchasing Process which helps to deliver Services to their Business Customers. Many Business Processes rely on IT Services. (Service Strategy) The Process or Function responsible for maintaining a Relationship with the Business. BRM usually includes: Managing personal Relationships with Business managers Providing input to Service Portfolio Management Ensuring that the IT Service Provider is satisfying the Business needs of the Customers This Process has strong links with Service Level Management. (Service Strategy) A Role responsible for maintaining the Relationship with one or more Customers. This Role is often combined with the Service Level Manager Role. See Account Manager. Clientul unei Afaceri etc. Planurile Continuitatii Serviciilor IT sunt o parte importanta din Planurile Continuitatii Afacerii. (Service Strategy) Beneficiarul unui produs sau al unui Serviciu dintr-o Afacere. De exemplu, daca Afacerea reprezinta productia de masini, atunci Clientul unei afaceri este reprezentat de cel care cumpara masina. (Service Strategy) BIA este Activitatea din Managementul Continuitatii Afacerii care identifica Functiile Vitale ale Afacerii si dependentele lor. Aceste dependente pot include Furnizori, oameni, alte Procese ale Afacerii, Servicii IT etc. BIA defineste cerintele pentru restaurarea Serviciilor IT. Aceste cerinte includ, Durata de Restaurare, Punctul de Restaurare si Norma Nivelului de Servicii minima pentru fiecare Serviciu IT.
Business Impact Analysis (BIA)
Analiza de Impact asupra Afacerii (BIA)
Business Objective
Obiectivul Afacerii
Business Operations Business Perspective
Operatiunile Afacerii Perspectiva Afacerii
Business Process
Procesele Afacerii/de Business
Business Relationship Management
Managementul Relatiilor de Afacere/de Business (Managementul relatiilor cu colegii din business)
Business Relationship Manager (BRM)
Manager al Relatiilor de Business (BRM)
(Service Strategy) Obiectivul unui Proces al Afacerii, sau al Afacerii privit in ansamblu. Obiectivul Afacerii suporta Viziunea Afacerii, furnizeaza indrumare pentru Strategia IT si sunt sprijinite de Serviciile IT. (Service Strategy) Executia zilnica, monitorizarea si managementul Proceselor Afacerii/de Business. (Continual Service Improvement) Modul in care este perceput Furnizorul de Servicii si Serviciile IT din punct de vedere al Afacerii si modul in care se percepe Afacerea din punctul de vedere al Furnizorului de Servicii. Un Proces care este detinut si realizat de catre o Afacere. Un Proces al Afacerii contribuie la furnizarea unui produs sau Serviciu catre un Client de Business. De exemplu, un comerciant poate avea un Proces de achizitii care ajuta la furnizarea unor Servicii catre Clientii proprii. Multe Procese ale Afacerii se bazeaza pe Servicii IT. (Service Strategy) Procesele sau Functiile responsabile pentru mentinerea Relatiilor cu Afacerea. BRM de obicei include: Gestionarea Relatiilor personale cu managerii Afacerii Furnizarea informatiilor necesare catre Mangementul Portofoliului de Servicii Asigurarea ca Furnizorul de Servicii IT satisface necesitatile de Afacerii ale Clientilor. Acest Proces are legaturi puternice cu Managementul Nivelului Serviciului. (Service Strategy) Un Rol responsabil pentru mentinerea Relatiilor cu unul sau mai multi Clienti. Acest Rol este des combinat cu Rolul Managerului Nivelului Serviciului. Vezi Manager de Conturi clienti.

Business Service An IT Service that directly supports a Business Process, as opposed to an Infrastructure Service which is used internally by the IT Service Provider and is not usually visible to the Business. The term Business Service is also used to mean a Service that is delivered to Business Customers by Business Units. For example delivery of financial services to Customers of a bank, or goods to the Customers of a retail store. Successful delivery of Business Services often depends on one or more IT Services. (Service Strategy) (Service Design) An approach to the management of IT Services that considers the Business Processes supported and the Business value provided. This term also means the management of Business Services delivered to Business Customers. (Service Strategy) A segment of the Business which has its own Plans, Metrics, income and Costs. Each Business Unit owns Assets and uses these to create value for Customers in the form of goods and Services. (Service Operation) A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged. (Service Operation) An Organisation or Business Unit which handles large numbers of incoming and outgoing telephone calls. See Service Desk. (Service Operation) A Category that is used to distinguish incoming requests to a Service Desk. Common Call Types are Incident, Service Request and Complaint. (Service Strategy) The ability of an Organisation, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organisation. See Resource. (Continual Service Improvement) The Capability Maturity Model for Software (also known as the CMM and SW-CMM) is a model used to identify Best Practices to help increase Process Maturity. CMM was developed at the Software Engineering Institute (SEI) of Carnegie Mellon University. In 2000, the SW-CMM was upgraded to CMMI (Capability Maturity Model Integration). The SEI no longer maintains the SW-CMM model, its associated appraisal methods, or training materials. Serviciu de Business/Aface re Un Serviciu IT care suporta direct un Proces al Afacerii/de Business, in opozitie cu un Serviciu de Infrastructura care este folosit intern de catre Furnizorul de Servicii IT si care nu este intotdeauna vizibil Afacerii. Termenul Serviciul de Business/Afacere este de asemenea folosit pentru a se referi la un Serviciu care este predat unor Clienti de Afacere /Business de catre Unitatea Afacerii/de Business. De exemplu, livrarea unor servicii financiare catre Clientii unei banci, sau bunuri pentru Clientii unui magazin. Succesul livrarii Serviciilor Afacerii depind deseori de unul sau mai multe Servicii IT. (Service Strategy) (Service Design) O abordare a managementului Serviciilor IT care considera Procesele Afacerii suportate si valorile furnizate Afacerii/Business-ului. Termenul, de asemenea, se refera la managementul Serviciilor Afacerii/de Business furnizate Clientilor. (Service Strategy) Un segment al Afacerii care are Planurile sale, Metricile sale, veniturile si Costurile sale. Fiecare unitate de afacere detine Bunuri pe care le foloseste pentru a crea valoare pentru Clienti sub forma de bunuri sau Servicii. (Service Operation) Un apel telefonic catre Service Desk din partea unui Utilizator. Acest apel telefonic se poate transforma intr-o inregistrare de Incident sau a unei Cerinte de Servicii. (Service Operation) O Organizatie sau o Unitate de Business care gestioneaza un numar mare de apeluri telefonice receptionate sau formate. Vezi Service Desk. (Service Operation) O Categorie care este folosita pentru a putea deosebi cererile sosite catre Service Desk. Cateva tipuri de apel: Incident, Cerinta de Servicii sau Reclamatie. (Service Strategy) Abilitatea unei Organizatii, persoane, Proces, Aplicatie, Element de Configuratie sau Serviciu IT sa indeplineasca o Activitate. Capabilitatile sunt Bunuri intangibile ale unei Organizatii. Vezi Resurse. (Continual Service Improvement) Modelul masurarii Maturitatii Capabilitatilor pentru Software (cunoscut si sub denumirea de CMM si SW-CMM) este un model folosit pentru a identifica Buna Practica, pentru a ajuta la cresterea Maturitatii Procesului. CMM a fost dezvoltat la Institutul Software Engineering (SEI) din cadrul Universitatii Carnegie din Mellon. In anul 2000, SW-CMM a fost promovat in CMMI (Capability Maturity Model Integration). SEI nu mai dezvolta/mentine modelul SW-CMM, metodele sale asociate de evaluare sau materialele pentru training.
Business Service Management (BSM) Business Unit
Managementul Serviciilor Afacerii (BSM)
Unitate de Business
Call
Apel (telefonic)
Call Centre
Dispecerat /Call Centre
Call Type
Tip de Apel (telefonic) Capabilitate
Capability
Capability Maturity Model (CMM)
Modelul masurarii Maturitatii Capabilitatilor (CMM)

Capability Maturity Model Integration (CMMI) (Continual Service Improvement) Capability Maturity Model Integration (CMMI) is a process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Melon University. CMMI provides organizations with the essential elements of effective processes. It can be used to guide process improvement across a project, a division, or an entire organization. CMMI helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes. See http://www.sei.cmu.edu/cmmi/ for more information. See CMM, Continuous Improvement, Maturity. (Service Design) The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive. (Service Design) The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short, medium and long term Business Requirements. (Service Design) A virtual repository of all Capacity Management data, usually stored in multiple physical locations. See Service Knowledge Management System. (Service Design) A Capacity Plan is used to manage the Resources required to deliver IT Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service Level Targets. (Service Design) The Activity within Capacity Management responsible for creating a Capacity Plan. (Service Strategy) The Cost of purchasing something that will become a financial Asset, for example computer equipment and buildings. The value of the Asset is Depreciated over multiple accounting periods. (Service Strategy) An Asset that is of interest to Financial Management because it is above an agreed financial value. Modelul Integrat de masurare a Maturitatii Capabilitatilor (CMMI) (Continual Service Improvement) Modelul Integrat de masurare a Maturitatii Capabilitatilor (CMMI) este un proces de imbunatatire dezvoltat de Institutul Software Engineering SEI) din cadrul Universitatii Carnegie din Mellon. CMMI asigura organizatiilor elementele esentiale ale unui proces efectiv. Poate fi folosit pentru a ghida procesul imbunatatirii de-a lungul unui proiect, al unei divizii sau al unei intregi organizatii. CMMI ajuta integrarea functiilor organizationale, traditional separate, fixeaza obiectivele procesului de imbunatatire si prioritatile, furnizeaza indicatii pentru procese de calitate, si asigura un punct de referinta pentru aprecierea proceselor curente. Pentru mai multe informatii acceseaza http://www.sei.cmu.edu/cmmi/ Vezi CMM, Imbunatatirea Continua, Maturitatea. (Service Design) Capacitate efectiva maxima pe care un Element de Configuratie sau un Serviciu IT o poate transmite in timp ce se atinge Norma Nivelului de Servicii. Pentru unele tipuri de CI, Capacitatea poate fi de exemplu, marimea sau volumul unui harddisk. (Service Design) Procesul responsabil pentru a se asigura ca, Capacitatile Serviciilor IT si a Infrastructurii IT pot atinge Normele Nivelului de Serviciu acceptate, intr-un mod cat se poate de Efectiv al Costului si la momentul oportun. Managementul Capacitatii ia in considerare toate Resursele necesare pentru furnizarea Serviciilor IT si planifica pe termen scurt, mediu si lung Cerintele Afacerii/ de Business. (Service Design) Un depozit virtual al datelor din Managementul Capacitatii, de obicei stocat in mai multe locatii fizice. Vezi Sistemul de Managemet al Cunostintelor despre Servicii/SKMS. (Service Design) Un Plan de Capacitate este folosit pentru a gestiona Resursele necesare livrarii Serviciilor IT. Planul contine scenarii pentru diferite previziuni ale cerintelor Afacerilor si optiuni de costuri pentru a livra Normele Nivelului de Servicii convenite. (Service Design) Activitatea din interiorul Managementului Capacitatii responsabila pentru crearea Planului Capacitatii. (Service Design) Costul cumpararii unui lucru care va deveni un Bun financiar (mijloc fix), de exemplu echipamentele electronice si cladiri. Valoarea acestor Bunuri este Depreciata de-a lungul multiplelor perioade contabile. (Service Design) Un Bun care este de interes al procesului de Management Financiar a carui valoare este peste o valoare financiara convenita.
Capacity
Capacitate
Capacity Management
Managementul Capacitatii
Capacity Management Information System (CMIS) Capacity Plan
Sistemul Informatic de Managementul Capacitatii (CMIS) Planul de Capacitate
Capacity Planning Capital Expenditure (CAPEX) Capital Item
Planificarea Capacitatii Cheltuieli de Capital (CAPEX) Mijloc fix

Capitalization (Service Strategy) Identifying major Cost as capital, even though no Asset is purchased. This is done to spread the impact of the Cost over multiple accounting periods. The most common example of this is software development, or purchase of a software license. A named group of things that have something in common. Categories are used to group similar things together. For example Cost Types are used to group similar types of Cost. Incident Categories are used to group similar types of Incident, CI Types are used to group similar types of Configuration Item. Issuing a certificate to confirm Compliance to a Standard. Certification includes a formal Audit by an independent and Accredited body. The term Certification is also used to mean awarding a certificate to verify that a person has achieved a qualification. (Service Transition) The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc. (Service Transition) A group of people that advises the Change Manager in the Assessment, prioritisation and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties such as Suppliers. (Service Operation) A technique used to predict the impact of proposed Changes. Change Cases use specific scenarios to clarify the scope of proposed Changes and to help with Cost Benefit Analysis. See Use Case. (Service Transition) Information about all changes made to a Configuration Item during its life. Change History consists of all those Change Records that apply to the CI. (Service Transition) The Process responsible for controlling the Lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT Services. Capitalizare (Service Design) Identificarea Costurilor majore ca un capital, chiar daca nici un Bun (mijloc fix) nu este achizitionat. Acest lucru este facut pentru a imparti impactul Costului pe mai multe perioade contabile. Un exemplu comun il reprezinta dezvoltarea unui software sau cumpararea unor licente software. Un grup de obiecte care au unele caracteristici comune. Categoriile sunt folosite pentru a grupa obiectele asemanatoare impreuna. De exemplu Tipul Costului este folosit pentru a grupa tipurile de Costuri similare. Categoriile Incident sunt folosite pentru a grupa tipuri similare de Incidente. Tipurile CI sunt folosite pentru a grupa tipuri similare de Elemente de Configuratie. Un certificat care asigura Conformitatea cu un Standard. Certificarea include un Audit formal prin intermediul unei parti Acreditate si independente. Termenul de Certificare este de asemenea folosit pentru a se referi la acordarea certificatului unei persoane care a obtinut o calificare. (Service Transition) Adaugarea, modificarea sau indepartarea oricarui element care poate avea un efect asupra Serviciilor IT. Scopul ar trebui sa includa toate Serviciile IT, Elementele de Configuratie, Procesele, Documentarea etc. (Service Transition) Un grup de persoane care, in cadrul Evaluarii, recomanda Managerului Schimbarilor prioritatile si planificarile Schimbarilor. Acest consiliu este de obicei format din persoane reprezentative din toate ariile Furnizorului de Servicii IT, ale Afacerii si alte Parti Terte cum ar fi Furnizorii. (Service Operation) O tehnica folosita pentru a analiza impactul Schimbarilor propuse. Studiul de Caz al Schimbarilor foloseste scenarii specifice pentru a clarifica scopul propus de Schimbari si pentru a ajuta la Analiza Cost-Beneficiu. Vezi Exemplu de Utilizare. (Service Transition) Informatii despre toate schimbarile efectuate de-a lungul vietii unui Element de Configuratie. Istoricul Schimbarilor consta in acele Inregistrari despre Schimbare care se aplica Elementelor de Configuratie. (Service Transition) Procesul responsabil cu controlarea Ciclului de Viata al tuturor Schimbarilor. Obiectivul principal al Managementului Schimbarii este de a permite implementarea Schimbarilor benefice cu minimum de intrerupere a Serviciilor IT.
Category
Categorie
Certification
Certificare
Change
Schimbare
Change Advisory Board (CAB)
Consiliul de Avizare a Schimbarilor (CAB) Studiu de Caz al Schimbarii
Change Case
Change History
Istoricul Schimbarilor
Change Management
Managementul Schimbarii

Change Model (Service Transition) A repeatable way of dealing with a particular Category of Change. A Change Model defines specific pre-defined steps that will be followed for a Change of this Category. Change Models may be very simple, with no requirement for approval (e.g. Password Reset) or may be very complex with many steps that require approval (e.g. major software Release). See Standard Change, Change Advisory Board. (Service Transition) A Record containing the details of a Change. Each Change Record documents the Lifecycle of a single Change. A Change Record is created for every Request for Change that is received, even those that are subsequently rejected. Change Records should reference the Configuration Items that are affected by the Change. Change Records are stored in the Configuration Management System. Synonym for Request for Change. (Service Transition) A Document that lists all approved Changes and their planned implementation dates. A Change Schedule is sometimes called a Forward Schedule of Change, even though it also contains information about Changes that have already been implemented. (Service Transition) A regular, agreed time when Changes or Releases may be implemented with minimal impact on Services. Change Windows are usually documented in SLAs. (Service Strategy) Requiring payment for IT Services. Charging for IT Services is optional, and many Organisations choose to treat their IT Service Provider as a Cost Centre. (Service Operation) A technique used to help identify possible causes of Problems. All available data about the Problem is collected and sorted by date and time to provide a detailed timeline. This can make it possible to identify which Events may have been triggered by others. (Service Transition) A Category that is used to Classify CIs. The CI Type identifies the required Attributes and Relationships for a Configuration Record. Common CI Types include: hardware, Document, User etc. Model de Schimbare (Service Transition) Un mod repetabil de a gestiona o Categorie a unei Schimbari particulara. Un Model de Schimbare defineste anumiti pasi predefiniti ce vor fi urmati in cazul unei Schimbari din acea Categorie. Modelele de Schimbare pot fi foarte simple, fara necesitati de confirmare (de ex. Resetari de Parola) sau pot fi foarte complexe, cu multi pasi, care necesita confirmari (de ex. Pachete de Distributie Software importante). Vezi Schimbare Standard, Consiliu de Avizare a Schimbarilor. (Service Transition) O Inregistrare continand detalii despre o Schimbare. Fiecare Inregistrare despre Schimbare defineste Ciclul de Viata al unei singure Schimbari. O Inregistrare despre Schimbare este creata pentru fiecare Cerere de Schimbare primita, chiar si pentru cele neaprobate ulterior. Inregistrarile despre Schimbare fac referire la Elementele de Configurare care sunt afectate de acea Schimbare. Inregistarile despre Schimbare sunt stocate in Sistemul pentru Managementul Configuratiilor CMS. Sinonim cu Cerere de Schimbare/RFC (Service Transition) Un Document care contine toate Schimbarile aprobate precum si datele planificate pentru implementare. Planificarea Schimbarilor este cateodata numita si Planificator de Schimbari (FSC), chiar daca acesta contine si informatii despre Schimbarile care au fost deja implementate. (Service Transition) O fereastra de timp periodica, acceptata, in care o Schimbare sau un Pachet de Distributie poate fi implementat cu un impact minim asupra Serviciilor. Aceste ferestre de schimbare sunt de obicei mentionate in SLA. (Service Strategy) Platile necesare pentru Serviciile IT. Taxarea Serviciilor IT este optionala, si multe Organizatii aleg sa-si trateze Providerul Serviciilor IT ca pe un Centru de Cost. (Service Operation) O tehnica utilizata pentru a ajuta identificarea posibilelor cauze ale unor Probleme. Toate datele disponibile despre o Problema sunt adunate si sortate dupa data si ora pentru a asigura o analiza detaliata in timp. Aceasta poate face posibila identificarea unui Eveniment care ar fi putut fi declansat de alte evenimente. (Service Transition) O Categorie care este folosita pentru a clasifica Elementele de Configuratie. Tipul Elementului de Configuratie identifica Atributele si Relatiile necesare pentru o Inregistrare despre Elementul de Configurare. Elementele de Configuratie generale pot include: hardware, Documente, Utilizatori, etc.
Change Record
Inregistrarea Schimbarii
Change Request Change Schedule
Cerere de Schimbare Planificarea Schimbarilor
Change Window
Fereastra de introducere a Schimbarilor Taxarea (servicilor) Analiza Cronologica
Charging
Chronological Analysis
CI Type
Tipul Elementului de Configuratie

Classification The act of assigning a Category to something. Classification is used to ensure consistent management and reporting. CIs, Incidents, Problems, Changes etc. are usually classified. Clasificare Procesul de atribuire a unei Categorii unui process/element. Clasificarea este folosita pentru a asigura un management solid si a facilita raportarea. De obicei sunt clasificate urmatoarele: Elementele de Configuratie, Incidentele, Problemele, Schimbarile etc. Un termen general care se refera la Client, la o Afacere sau la Clientul unei Afaceri. De exemplu, termenul de Managerul Clientilor poate fi sinonim cu Managerul de Cont clienti. Termenul de client este de asemenea folosit pentru a se referi la: Un calculator care este folosit direct de catre un Utilizator, de exemplu un PC, un mini calculator portabil sau o statie de lucru. Partea dintr-o Aplicatie Client-Server cu care Utilizatorul interactioneaza direct. De exemplu un Client de email. (Service Operation) Starea finala dintr-un Ciclu de Viata al unui Incident, Problema, Schimbare etc. Nici o alta actiune nu mai are loc cand Starea este Inchisa. (Service Operation) Actul de a schimba Starea unui/o Incident, Problema, Schimbare etc in starea Inchisa.
Client
A generic term that means a Customer, the Business or a Business Customer. For example Client Manager may be used as a synonym for Account Manager. The term client is also used to mean: A computer that is used directly by a User, for example a PC, Handheld Computer, or Workstation. The part of a Client-Server Application that the User directly interfaces with. For example an email Client.
Client
Closed
Closure
(Service Operation) The final Status in the Lifecycle of an Incident, Problem, Change etc. When the Status is Closed, no further action is taken. (Service Operation) The act of changing the Status of an Incident, Problem, Change etc. to Closed.
Inchis
COBIT
(Continual Service Improvement) Control Objectives for Information and related Technology (COBIT) provides guidance and Best Practice for the management of IT Processes. COBIT is published by the IT Governance Institute. See http://www.isaca.org/ for more information. A Guideline published by a public body or a Standards Organisation, such as ISO or BSI. Many Standards consist of a Code of Practice and a Specification. The Code of Practice describes recommended Best Practice. Synonym for Gradual Recovery. (Service Design) Application software or Middleware that can be purchased from a Third Party.
Code of Practice
Inchidere (Incident, Problema, Schimbare) COBIT/Obiectiv ele Controlului pentru Tehnologia Informatiilor si conexe Cod de Practica
(Continual Service Improvement) Obiectivele Controlului pentru Informatii si Tehnologii conexe (COBIT) asigura indrumare si Buna Practica pentru managementul Proceselor IT. COBIT este publicat de Institutul de Guvernare IT. Pentru mai multe informatii Vezi http://www.isaca.org/ . Un Ghid publicat de catre o parte publica sau de catre o Organizatie de Standardizare, cum ar fi ISO sau BSI. Multe Standarde constau in Coduri de Practica si in Specificatii. Codul de Practica descrie Buna Practica recomandata. Sinonim cu Recuperarea Progresiva. (Service Design) Aplicatie Software sau Middleware care pot fi achizitionate de la o Terta Parte.
Cold Standby Commercial off the Shelf (COTS)
Compliance
Ensuring that a Standard or set of Guidelines is followed, or that proper, consistent accounting or other practices are being employed.
Cold Standby Produs Comercial din Raft/COTS (Produs standard, degata) Conformitate
Procesul care asigura ca Standardul sau setul de Indrumare este urmarit indeaproape, contabilitatea este corecta si consecventa sau ca alte practici sunt utilizate.

Component A general term that is used to mean one part of something more complex. For example, a computer System may be a component of an IT Service, an Application may be a Component of a Release Unit. Components that need to be managed should be Configuration Items. (Service Design) (Continual Service Improvement) The Process responsible for understanding the Capacity, Utilisation, and Performance of Configuration Items. Data is collected, recorded and analysed for use in the Capacity Plan. See Service Capacity Management. (Service Transition) A Configuration Item that is part of an Assembly. For example, a CPU or Memory CI may be part of a Server CI. (Service Design) A technique that helps to identify the impact of CI failure on IT Services. A matrix is created with IT Services on one edge and CIs on the other. This enables the identification of critical CIs (that could cause the failure of multiple IT Services) and of fragile IT Services (that have multiple Single Points of Failure). (Service Operation) CTI is a general term covering any kind of integration between computers and telephone Systems. It is most commonly used to refer to Systems where an Application displays detailed screens relating to incoming or outgoing telephone calls. See Automatic Call Distribution, Interactive Voice Response. A measure of the number of Users engaged in the same Operation at the same time. (Service Design) A security principle that requires that data should only be accessed by authorised people. (Service Transition) A generic term, used to describe a group of Configuration Items that work together to deliver an IT Service, or a recognizable part of an IT Service. Configuration is also used to describe the parameter settings for one or more CIs. (Service Transition) A Baseline of a Configuration that has been formally agreed and is managed through the Change Management process. A Configuration Baseline is used as a basis for future Builds, Releases and Changes. (Service Transition) The Activity responsible for ensuring that adding, modifying or removing a CI is properly managed, for example by submitting a Request for Change or Service Componenta Un termen general care se refera la o parte dintr-un lucru complex. De exemplu, Sistemul unui computer poate fi o Componenta a Serviciului IT, o Aplicatie poate fi o componenta a unei Unitati de Distributie. Componentele care trebuie gestionate ar trebui sa fie Elemente de Configuratie. (Service Design) (Continual Service Improvement) Procesul responsabil pentru intelegerea Capacitatii, Utilizarii si Performantei Elementelor de Configuratie. Datele sunt colectate, inregistrate si analizate pentru a se utiliza in Planul de Capacitate. Vezi Managementul Capacitatii Serviciilor. (Service Transition) Un Element de Configuratie care face parte dintr-un Ansamblu. De exemplu, un procesor/CPU sau un CI Memorie poate face parte dintr-un CI Server. (Service Design) O tehnica care ajuta la indetificarea impactului unei defectiuni a CI asupra Serviciilor IT. O matrice este creata, de o parte Serviciile IT iar pe de alta parte pentru CI. Aceasta ajuta la identificarea CI critice (care ar putea cauza impact asupra mai multor Servicii IT) si identificarea Serviciilor IT fragile (care au mai multe Puncte Unice de Defectare). (Service Operation) CTI este un termen general care acopera orice fel de integrare intre calculatoare si Sisteme de telefonie. Cel mai des este folosit pentru a se referi la Sisteme in care Aplicatia afiseaza ecrane detaliate, in stransa legatura cu apeluri de intrare sau de iesire. Vezi Distribuirea Automata a Apelurilor ACD, Raspuns Vocal Interactiv/IVR. O masura a numarului de Utilizatori ce efectueaza aceeasi Operatiune in acelasi timp. (Service Design) Un principiu de securitate care necesita ca datele sa fie accesate doar de persone autorizate. (Service Transition) Un termen general, folosit pentru a descrie un grup de Elemente de Configuratie care lucreaza impreuna pentru a livra un Serviciu IT, sau o parte dintr-un Serviciu IT. Configuratia este de asemenea folosita pentru a descrie setarile parametrilor pentru unul sau mai multe CI. (Service Transition) O Referinta a unei Configuratii ce a fost agreata in mod formal si care este gestionata prin intermediul procesului de Management al Schimbarii. Configuratia de Referinta este folosita ca punct de plecare pentru viitoarele Ansamblari, Pachete de Distributie si Schimbari. (Service Transition) Activitatea responsabila sa se asigure ca adaugarea, modificarea sau eliminarea unui CI este administrata in mod corespunzator, de exemplu prin
Component Capacity Management (CCM)
Managementul Capacitatii Componentelor (CCM)
Component CI
Elementul de Configuratie/CI Analiza de Impact a Defectarii Componentelor (CFIA)
Component Failure Impact Analysis (CFIA)
Computer Telephony Integration (CTI)
Telefonie Integrata Asistate de Calculator (CTI)
Concurrency Confidentiality Configuration
Concurenta Confidentialitat e Configuratie
Configuration Baseline
Configuratie de Referinta
Configuration Control
Controlul Configuratiei

Request. Configuration Identification (Service Transition) The Activity responsible for collecting information about Configuration Items and their Relationships, and loading this information into the CMDB. Configuration Identification is also responsible for labelling the CIs themselves, so that the corresponding Configuration Records can be found. (Service Transition) Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the control of Change Management. CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs. (Service Transition) The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process. (Service Transition) A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs. (Service Transition) A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes. See Configuration Management Database, Service Knowledge Management System. Identificarea Configuratiei transmitera unei Cereri de Schimbare/RFC sau Cerere de Servicii. (Service Transition) Activitatea responsabila pentru colectarea informatiilor despre Elemente de Configuratie si a Relatiilor acestora, precum si inregistrarea acestor informatii in CMDB. Identificarea Configuratiei raspunde de asemenea de etichetarea CI astfel inct Inregistrarile despre Configuratie, sa poata fi regasite. (Service Transition) Orice Componenta care trebuie sa fie gestionata pentru a oferi un Serviciu IT. Informatiile despre fiecare CI sunt inregistrate sub forma unei Inregistrari despre Configuratie in cadrul Sistemului de Management al Configuratiilor/CMS si este intretinuta de-a lungul Ciclului de Viata de catre Managementul Schimbarilor. CI se afla sub controlul Managementului Schimbarilor. CI-urile cuprind in mod obisnuit Serviciile IT, hardware-ul, software-ul, cladirile, resursele umane si documentatiile formale cum ar fi documentatia Proceselor si SLA. (Service Transition) Procesul responsabil de intretinerea informatiilor despre Elementele de Configuratie necesare furnizarii de Servicii IT, inclusiv Relatiile acestora. Aceste informatii sunt gestionate de-a lungul Ciclului de viata al CIurilor. Managementul Configuratiilor este parte a procesului Managementul Configuratiilor si Activele Serviciului. (Service Transition) O baza de date folosita pentru a stoca Inregistrarile despre Configuratii de-a lungul Ciclului de Viata. Sistemul pentru Managementul Configuratiilor/CMS intretine una sau mai multe CMDB, fiecare dintre acestea memornd Atribute ale CI si Relatiile cu alte CI. (Service Transition) Un set de instrumente si baze de date folosite pentru a gestiona datele despre Configuratiile Furnizorului de Servicii. CMS include de asemenea informatii despre Incidente, Probleme, Erori Cunoscute, Schimbari si Pachete de Distributie, precum si date despre angajati, Furnizori, locatii, Unitati de Afaceri /de Business, Clienti si Utilizatori. CMS include instrumente pentru colectarea, stocarea, administrarea, actualizarea si prezentarea datelor despre CI si Relatiile acestora. CMS este intretinut de catre Managementul Configuratiilor si este folosit de catre toate Procesele din cadrul Managementului Servicilor IT. Vezi si Baza de date pentru Managementul Configuratiilor/CMDB, Sistemul de Management al Cunostintelor despre Servicii /SKMS.
Configuration Item (CI)
Element de Configuratie (CI)
Configuration Management
Managementul Configuratiilor
Configuration Management Database (CMDB) Configuration Management System (CMS)
Baza de date pentru Managementul Configuratiilor (CMDB) Sistemul pentru Managementul Configuratiilor (CMS)

Configuration Record (Service Transition) A Record containing the details of a Configuration Item. Each Configuration Record documents the Lifecycle of a single CI. Configuration Records are stored in a Configuration Management Database. (Service Transition) The hierarchy and other Relationships between all the Configuration Items that comprise a Configuration. (Continual Service Improvement) A stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications. Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness, and Cost Effectiveness. See Plan-Do-Check-Act. (Service Design) An approach or design to achieve 100% Availability. A Continuously Available IT Service has no planned or unplanned Downtime. (Service Design) An approach or design to eliminate planned Downtime of an IT Service. Note that individual Configuration Items may be down even though the IT Service is Available. A legally binding Agreement between two or more parties. (Service Strategy) A database or structured Document used to manage Service Contracts or Agreements between an IT Service Provider and their Customers. Each IT Service delivered to a Customer should have a Contract or other Agreement which is listed in the Contract Portfolio. See Service Portfolio, Service Catalogue. A means of managing a Risk, ensuring that a Business Objective is achieved, or ensuring that a Process is followed. Example Controls include Policies, Procedures, Roles, RAID, door-locks etc. A control is sometimes called a Countermeasure or safeguard. Control also means to manage the utilization or behaviour of a Configuration Item, System or IT Service. Inregistrare despre Elementul de Configurare Structura Configuratiei Continual Service Improvement/ Imbunatatirea Continua a Serviciilor (CSI) (Service Transition) O inregistrare ce contine detalii despre Elementul de Configuratie. Fiecare inregistrare despre configuratie documenteaza Ciclul de Viata al unui singur CI. Inregistrarile despre configuratie sunt stocate in Baza de date pentru Managementul Configuratiei/CMDB. (Service Transition) Ierarhia si alte Relatii intre Elementele de Configuratie ce compun o Configuratie. (Continual Service Improvement) O faza a Ciclului de Viata a unui Serviciu IT si titlul uneia dintre publicatiile de baza ale ITIL. Imbunatatirea Continua a Serviciilor/CSI este responsabila de gestiunea imbunatatirii Proceselor din cadrul Managementului Serviciilor IT precum si a Serviciilor IT. Performanta unui Furnizor de Servicii IT este cuantificata continuu iar progresele sunt realizate la nivelul Proceselor, Serviciilor IT si Infrastructuri IT cu scopul de a creste Eficienta, Eficacitatea si Eficacitatea Costurilor. Vezi si Planifica-Realizeaza-Verifica-Actioneaza/PDCA. (Service Design) O abordare sau un plan pentru a atinge 100% Disponibilitate. Un serviciu IT disponibil continuu nu are timpi de intrerupere planificati sau neplanificati. (Service Design) O abordare sau un plan prin care se elimina Timpul de Intrerupere al unui Serviciu IT. De notat ca un Element Configurat poate suferi intreruperi in timp ce Serviciul IT, pe care il sprijina, este Disponibil. Un Acord legal obligatoriu intre doua sau mai multe parti. (Service Strategy) O baza de date sau un Document structurat folosit pentru a gestiona Contractele de Servicii sau Acordurile dintre Furnizorul de Servicii IT si Clientii acestuia. Fiecare Serviciu IT oferit unui Client trebuie sa aiba la baza un Contract sau un Acord evidentiat in Portofoliul de Contracte. Vezi si Portofoliu de Servicii, Catalog de Servicii. Un mijloc prin care este gestionat Riscul pentru a oferi asigurari ca un Obiectiv al Afacerii este atins sau pentru a oferi asigurari ca un Proces este respectat. Exemple de controale include Politicile, Procedurile, Rolurile, RAID, usile incuiate etc. Cteodata un control este numit si masura de protectie sau Contramasura. Controlul mai semnifica si gestionarea utilizarii sau comportamentul unui Element de Configuratie, Sistem sau Serviciu IT.
Configuration Structure Continual Service Improvement (CSI)
Continuous Availability Continuous Operation
Disponibilitatea Continua Operare Continua
Contract Contract Portfolio
Contract Portofoliu de Contracte
Control
Control

Control Objectives for Information and related Technology (COBIT) Control perspective See COBIT. Obiectivele Controlului pentru Informatii si Tehnologii conexe (COBIT) Perspectiva Controlului Vezi COBIT.
(Service Strategy) An approach to the management of IT Services, Processes, Functions, Assets etc. There can be several different Control Perspectives on the same IT Service, Process etc., allowing different individuals or teams to focus on what is important and relevant to their specific Role. Example Control Perspectives include Reactive and Proactive management within IT Operations, or a Lifecycle view for an Application Project team. The ISO/IEC 20000 Process group that includes Change Management and Configuration Management. (Service Strategy) An IT Service that delivers basic Outcomes desired by one or more Customers. See Supporting Service, Core Service Package. (Service Strategy) A detailed description of a Core Service that may be shared by two or more Service Level Packages. See Service Package. The amount of money spent on a specific Activity, IT Service, or Business Unit. Costs consist of real cost (money), notional cost such as people's time, and Depreciation. An Activity that analyses and compares the Costs and the benefits involved in one or more alternative courses of action. See Business Case, Net Present Value, Internal Rate of Return, Return on Investment, Value on Investment. (Service Strategy) A Business Unit or Project to which Costs are assigned. A Cost Centre does not charge for Services provided. An IT Service Provider can be run as a Cost Centre or a Profit Centre. A measure of the balance between the Effectiveness and Cost of a Service, Process or activity, A Cost Effective Process is one which achieves its Objectives at minimum Cost. See KPI, Return on Investment, Value for Money.
Control Processes Core Service
Procesele Controlului Serviciu de Baza Pachetul Serviciului de Baza (CSP) Cost
Core Service Package (CSP) Cost
Cost Benefit Analysis
Analiza CostBeneficiu
Cost Centre
Centru de Cost
Cost Effectiveness
Efectivitatea Costului
(Service Strategy) Abordarea managementului Serviciilor IT, Proceselor, Functiilor, Activelor etc. Pot exista mai multe perspective asupra controlului asupra aceluiasi Serviciu IT, Proces etc, situatie ce permite indivizilor sau echipelor sa se concentreze asupra ceea ce este important si relevant pentru Rolul lor. Un exemplu de perspectiva asupra controlului include managementul reactiv si proactiv in cadrul Operarii IT sau perspectivele Ciclului de Viata pentru echipa unui Proiect de Dezvoltare a unei Aplicatii. Grupul Proceselor ISO/IEC 2000, grup ce include Managementul Schimbariisi Managementul Configuratiilor. (Service Strategy) Un Serviciu IT ce furnizeaza Rezultatele de baza dorite de unul sau mai multi Clienti. Vezi si Servicii Suport, Pachet de Servicii de baza. (Service Strategy) O descriere detaliata a Serviciilor de Baza ce poate fi partajate intre doua sau mai multe Pachete ale Nivelului Serviciilor. Vezi Pachet de Servicii. Suma de bani cheltuita cu o Activitate specifica, Serviciu IT sau Unitate a Afacerii/de Business. Costul consta in costul real (suma de bani), costul estimat (timpul angajatilor) si Deprecierea/Amortizarea. O Activitate ce analizeaza si compara Costurile si beneficiile implicate in una sau mai multe alternative ale unei actiuni. Vezi Studiu de Fezabilitate, Valoare Neta Prezenta, Rata Interna de Recuperare, Recuperarea Investitiei, Valoarea Investitiei. (Service Strategy) O Unitate de Afacere/de Business sau un Proiect catre care se aloca Costuri. Un Centru de Cost nu isi recupereaza cheltuielile pentru Serviciile furnizate. Furnizorul de Servicii IT poate actiona ca un Centru de Cost sau ca un Centru de Profit. Cuantificarea echilibrului dintre Efectivitatea si Costul unui Serviciu, Proces sau activitate. Un Proces eficient din punct de vedere al costurilor este acel proces care isi atinge Obiectivele cu Costuri minime. Vezi si KPI, Recuperarea Investitiei, Valoare Monetara.

Cost Element (Service Strategy) The middle level of category to which Costs are assigned in Budgeting and Accounting. The highest level category is Cost Type. For example a Cost Type of people could have cost elements of payroll, staff benefits, expenses, training, overtime etc. Cost Elements can be further broken down to give Cost Units. For example the Cost Element expenses could include Cost Units of Hotels, Transport, Meals etc. (Service Strategy) A general term that is used to refer to Budgeting and Accounting, sometimes used as a synonym for Financial Management (Service Strategy) The highest level of category to which Costs are assigned in Budgeting and Accounting. For example hardware, software, people, accommodation, external and Transfer. See Cost Element, Cost Type. (Service Strategy) The lowest level of category to which Costs are assigned, Cost Units are usually things that can be easily counted (e.g. staff numbers, software licences) or things easily measured (e.g. CPU usage, Electricity consumed). Cost Units are included within Cost Elements. For example a Cost Element of expenses could include Cost Units of Hotels, Transport, Meals etc. See Cost Type. Can be used to refer to any type of Control. The term Countermeasure is most often used when referring to measures that increase Resilience, Fault Tolerance or Reliability of an IT Service. Changes made to a Plan or Activity that has already started, to ensure that it will meet its Objectives. Course corrections are made as a result of Monitoring progress. A methodology and tool for analysing and managing Risks. CRAMM was developed by the UK Government, but is now privately owned. Further information is available from http://www.cramm.com/ The Process responsible for managing the wider implications of Business Continuity. A Crisis Management team is responsible for Strategic issues such as managing media relations and shareholder confidence, and decides when to invoke Business Continuity Plans. Element al Costului (Service Strategy) Nivelul mediu al unei categorii prin care Costurile sunt Bugetate si inregistrate in Contabilitate. Cea mai importanta categorie este Tipul Costului. De exemplu, Tipul Costului in cazul resursei umane poate cuprinde ca si elemente de cost platile salariale, beneficiile, cheltuielile cu instruirea, orele suplimentare etc. Elementele costurilor pot fi impartite in Unitati de Cost. De exemplu Elementul Cost cheltuieli poate include Unitatile de Cost hotel, transport, masa etc. (Service Strategy) Un termen general folosit pentru a face referire la Buget si Contabilitate, folosit uneori ca si sinonim pentru Management Financiar. (Service Strategy) Elementul principal al unei catgorii de Costuri prin care acestea sunt Bugetate si reflectate in Contabilitate. De exemplu, hardware-ul, software-ul, resursele umane, cheltuileile de acomodare, Transferul, personal extern. Vezi Element de Cost, Tipul Costului. (Service Strategy) Unitatile de Cost sunt in general elemente care pot fi usor evidentiate (numarul anagajatilor, licentele software) sau lucruri care pot usor cuantificate (gradul de utilizare al procesorului, energia electrica consumata). Unitatile de cost sunt incluse in Elementele Costurilor. De exemplu, Elementul Cost al cheltuielilor poate include Unitatile de Cost ale hotelurilor, transportului, meselor etc. Vezi si Tipul Costului. Poate fi folosita pentru a face referire la orice tip de Control. Termenul este cel mai des folosit cu referire la masurile ce contribuie la cresterea Flexibilitatii, Tolerantei la Defecte sau Increderii intr-un Serviciu IT. Modificari aduse unui Plan sau Activtati demarate deja, cu scopul de a oferi asigurari privind atingerea Obiectivelor. Corectiile cursului sunt efectuate ca rezultat al progreselor inregistrate prin Monitorizare. O metodologie si un instrument folosite pentru analiza si managementul Riscurilor. CRAMM a fost dezvoltata de catre guvernul UK, dar acum este administrata privat. Informatii suplimentare la http://www.cramm.com/ Procesul responsabil pentru gestionarea implicatiilor mai largi ale Continuitatii Afacerii. O echipa pentru Managementul crizei este responsabila de problemele Strategice cum ar fi, managementul relatiilor media, increderea investitorilor si decide momentul in care trebuie invocat Planul pentru Continuitatea Afacerii.
Cost Management Cost Type
Managementul Costurilor Tipul Costului
Cost Unit
Unitate de Cost
Countermeasu re
Contramasura
Course Corrections
CRAMM
Corectii ale Cursului (unei activitati/actiuni ) CRAMM
Crisis Management
Managementul Crizei

Critical Success Factor (CSF) Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are used to measure the achievement of each CSF. For example a CSF of "protect IT Services when making Changes" could be measured by KPIs such as "percentage reduction of unsuccessful Changes", "percentage reduction in Changes causing Incidents" etc. A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. See Vision. Someone who buys goods or Services. The Customer of an IT Service Provider is the person or group who defines and agrees the Service Level Targets. The term Customers is also sometimes informally used to mean Users, for example "this is a Customer focussed Organisation". (Service Strategy) A database or structured Document used to record all Customers of the IT Service Provider. The Customer Portfolio is the Business Relationship Manager's view of the Customers who receive Services from the IT Service Provider. See Contract Portfolio, Service Portfolio. A graphical representation of overall IT Service Performance and Availability. Dashboard images may be updated in realtime, and can also be included in management reports and web pages. Dashboards can be used to support Service Level Management, Event Management or Incident Diagnosis. A way of understanding the relationships between data, information, knowledge, and wisdom. DIKW shows how each of these builds on the others. Factor Critic de Succes (CSF) Ceva ce ar trebui sa se intimple daca un Proces, Proiect, Plan sau Serviciu IT ar fi sa reuseasca cu succes. KPI-urile se folosesc pentru a cuantifica atingerea fiecarui CSF. De exemplu, un CSF pentru protejarea Serviciilor IT in momentul in care se realizeaza Schimbari poate fi cuantificat prin KPI, cum ar fi procentul reducerii Schimbarilor esuate, procentul reducerii Schimbarilor cauzatoare de Incidente etc. Un set de valori acceptate de un grup de oameni, incluznd asteptarile despre maniera in care oamenii se comporta, gndesc si profeseaza Vezi Viziune. Cineva care cumpara bunuri si Servicii. Clientul unui Furnizor de Servicii IT este persoana sau grupul care defineste si agreaza Tintele Nivelului Serviciilor. Termenul de Client este uneori folosit informal cu sensul de Utilizator, de exemplu aceasta este o Organizatie axata pe Client (Service Strategy) O baza de date sau un Document structurat folosit pentru a inregistra toti Clientii Furnizorului de Servicii IT. Portofoliul de clienti reprezinta punctul de vedere al Managerului cu Relatiile cu Clientii, si primesc Serviciile din partea Furnizorului de Servicii IT. Vezi si Portofoliul de Contracte, Portofoliul de Serviciu. (Service Operation) O reprezentare grafica a Perforrnatei si Disponibilitatii generale a Serviciului IT. Imaginile Tabloului de Bord pot fi actualizate in timp real si de asemenea pot sa includa rapoarte mananageriale si pagini web. Tabloul de Bord poate fi folosit pentru a oferi suport Managementului pentru Nivelul Serviciului, Managementului Evenimentelor sau pentru Diagnoza Incidentelor. O maniera de a intelege relatiile dintre date-informatiicunoastere si intelepciune. Aceasta sintagma (DIKW) arata modul in care fiecare din aceste elemente evolueaza, unul din celalalt.
Culture
Cultura
Customer
Client
Customer Portfolio
Portofoliul de Clienti
Dashboard
Tablou de Bord
Data-toInformation-toKnowledge-toWisdom (DIKW) Definitive Media Library (DML)
(Service Transition) One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored. The DML may also contain associated CIs such as licenses and documentation. The DML is a single logical storage area even if there are multiple locations. All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System. Only software from the DML is acceptable for use in a Release.
Date-catreInformatii-catreCunoasterecatreIntelepciune (DIKW) Biblioteca Media Definitiva (DML)
(Service Transition) Una sau mai multe locatii in care versiunile aprobate si definitive ale tuturor software-urilor CI sunt stocate intr-o maniera securizata. DML poate, de asemenea, sa contina CI asociate cum ar fi licentele si documentatiile. DML este o singura zona logica de stocare chiar daca exista mai multe locatii fizice. Toate softurile din DML se afla sub controlul Managementului Schimbarii si Publicatiilor si sunt inregistrate in Sistemul de Management al Configuratiilor. Doar software-ul din BMD este acceptat a fi utilizat in Pachetul de Distributie.

Deliverable Something that must be provided to meet a commitment in a Service Level Agreement or a Contract. Deliverable is also used in a more informal way to mean a planned output of any Process. Activities that understand and influence Customer demand for Services and the provision of Capacity to meet these demands. At a Strategic level Demand Management can involve analysis of Patterns of Business Activity and User Profiles. At a Tactical level it can involve use of Differential Charging to encourage Customers to use IT Services at less busy times. See Capacity Management. Synonym for Plan Do Check Act. The direct or indirect reliance of one Process or Activity upon another. (Service Transition) The Activity responsible for movement of new or changed hardware, software, documentation, Process, etc to the Live Environment. Deployment is part of the Release and Deployment Management Process. See Rollout. (Service Strategy) A measure of the reduction in value of an Asset over its life. This is based on wearing out, consumption or other reduction in the useful economic value. (Service Design) An Activity or Process that identifies Requirements and then defines a solution that is able to meet these Requirements. See Service Design. (Service Operation) A stage in the Incident Lifecycle. Detection results in the Incident becoming known to the Service Provider. Detection can be automatic, or can be the result of a User logging an Incident. (Service Design) The Process responsible for creating or modifying an IT Service or Application. Also used to mean the Role or group that carries out Development work. (Service Design) An Environment used to create or modify IT Services or Applications. Development Environments are not typically subjected to the same degree of control as Test Environments or Live Environments. See Development. Livrabila Un obiect, serviciu sau proces care trebuie furnizat astfel incat sa corespunda unui angajament in Acordul Nivelui de Serviciu sau al unui Contract. Termenul de Livrabila poate fi folosit si intr-un mod informal pentru a ne referi la rezultatul planificat al oricarui Proces. Activitati care inteleg si influenteaza cererile Clientilor pentru Servicii, precum si instalarea Capacitatii pentru a satisface aceste cereri. La un nivel Strategic Managementul Cerintelor poate implica analiza Profilul Activitatii de Afaceri/PBA si Profilele Utilizatorilor. La un nivel Tactic acesta poate implica utilizarea Taxarii Diferentiate pentru a incuraja Utilizatorii sa foloseasca Serviciile IT in perioade mai putin aglomerate. Vezi Managementul Capacitatilor. Sinonim pentru Planifica-Executa-Verifica-Actioneaza/PDCA Suportul direct sau indirect al unui Proces (sau a unei Activitati) unul de un altul (una de o alta) (Service Transition) Activitatea responsabila pentru mutarea noilor schimbari de hardware, software, documentatiei, Proceselor, etc catre Mediul de Productie. Distribuirea face parte din Managementul Procesului de Release si Distribuire. Vezi Rollout/Distribuire. (Service Strategy) O masura a reducerii valorii unui Bun de-a lungul vietii sale. Acest lucru se bazeaza pe uzura, pe consumare sau pe alte reduceri in folosul valorilor economice. (Service Design) O Activitate sau un Proces care identifica Cerintele si apoi defineste o solutie care poate sa intruneasca aceste Cerinte. Vezi Service Design. (Service Operation) Un stadiu in Ciclului de viata al Incidentului. Detectarea rezulta in Incident, in momentul in care devine cunoscut Furnizorului de Servicii. Detectarea poate fi automata sau poate fi rezultatul inregistrarii unui Incident din partea unui Utilizator. (Service Design) Procesul responsabil cu crearea sau modificarea unui Serviciu IT sau a unei Aplicatii. Este de asemenea folosit pentru a se referi la un Rol sau la un grup care indeplineste o munca de Dezvoltare. (Service Design) Un Mediu folosit pentru a crea sau a modifica Servicii IT sau Aplicatii. Tipic, Mediile de Dezvoltare nu sunt supuse la acelasi nivel de control ca si Mediile de Testare sau Mediile de Productie. Vezi Dezvoltare.
Demand Management
Managementul Cerintelor
Deming Cycle Dependency Deployment
Ciclu Deming Dependenta Distribuire
Depreciation
Amortizare
Design
Proiectare
Detection
Detectare
Development
Dezvoltare
Development Environment
Mediu de dezvoltare

Diagnosis (Service Operation) A stage in the Incident and Problem Lifecycles. The purpose of Diagnosis is to identify a Workaround for an Incident or the Root Cause of a Problem. (Service Operation) A structured set of questions used by Service Desk staff to ensure they ask the correct questions, and to help them Classify, Resolve and assign Incidents. Diagnostic Scripts may also be made available to Users to help them diagnose and resolve their own Incidents. A technique used to support Demand Management by charging different amounts for the same IT Service Function at different times. (Service Strategy) A cost of providing an IT Service which can be allocated in full to a specific Customer, Cost Centre, Project etc. For example cost of providing non-shared servers or software licenses. See Indirect Cost. (Service Operation) An Application that manages information about IT Infrastructure available on a network, and corresponding User access Rights. (Service Design) A Recovery Option. The Service Provider formally agrees with the Customer that Recovery of this IT Service will not be performed. Information in readable form. A Document may be paper or electronic. For example a Policy statement, Service Level Agreement, Incident Record, diagram of computer room layout. See Record. (Service Design) (Service Operation) The time when a Configuration Item or IT Service is not Available during its Agreed Service Time. The Availability of an IT Service is often calculated from Agreed Service Time and Downtime. Diagnoza (Service Operation) Un stagiu aparut in Ciclul de Viata a unui Incident sau intr-o Problema. Scopul acestei Diagnoze este de a identifica o Solutie Temporara pentru un Incident sau Cauza Principala a unei Probleme. (Service Operation) Un set structurat de intrebari folosit de catre personalul Service Desk pentru a se asigura ca se pun intrebarile corecte si pentru a-i ajuta sa Clasifice, Rezolve si sa aloce Incidentele. Scriptul pentru diagnisticare poate de asemenea sa fie facut disponibil Utilizatorilor si pentru a-i ajuta sa detecteze si sa-si rezolve propriile Incidente. O tehnica folosita in suportul Managementul Cerintelor taxand diferite preturi pentru aceleasi Functii ale Serviciului IT la momente de timp diferite. (Service Strategy) Un cost de furnizare a unui Serviciu IT care poate fi alocat complet unui Client specific, unui Centru de Cost, unui Proiect etc. De exemplu, costul operarii serverelor non-shared sau licentelor software. Vezi Costuri Indirecte. (Service Operation) O Aplicatie care gestioneaza informatiile despre Infrastructura IT disponibila intr-o retea si Drepturile de access corepunzatoare fiecarui Utilizator. (Service Design) O Varianta de Recuperare a serviciilor IT. Furnizorul de Servicii agreaza formal cu Utilizatorul ca Recuperea acestui Serviciu IT sa nu fie realizata. Informatie pusa intr-o forma usor de citit. Un Document poate fi in format tiparit sau electronic. Ca si exemplu avem un document de Politica, Acordul Nivelului Serviciului Agreat SLA, Inregistrare despre un Incident, diagrama camerei serverelor. Vezi Inregistrare. (Service Design) (Service Operation) Timpul cand un Element de Configuratie sau un Serviciu IT nu este Disponibil pe durata Perioadei agreate de Furnizare a Serviciului. Disponibilitatea unui Serviciu IT este adesea calculata din Perioada Agreata de furnizare a serviciului si Timpul de intrerupere. Ceva care influenteaza Strategia, Obiectivele sau Cerintele. De exemplu o noua legislatie sau actiunile intreprinse de competitori. (Service Transition) Suportul asigurat pentru un Serviciu IT nou sau Schimbat/Modificat pentru o perioada de timp dupa ce a fost Implementat. In timpul Suportului Initial Furnizorul de Servicii IT poate sa revizuiasca Indicatori Cheie de Performanta KPI, Nivelele de Serviciu si Pragurile de alerta si sa asigure Resursele suplimentare pentru Managementul Incidentelor si Problemelor .
Diagnostic Script
Script pentru Diagnosticare
Differential Charging Direct Cost
Taxare Diferentiata Cost Direct
Directory Service Do Nothing
Directory Services Optiunea A nu face nimic Document
Document
Downtime
Timp de Intrerupere
Driver
Early Life Support
Something that influences Strategy, Objectives or Requirements. For example new legislation or the actions of competitors. (Service Transition) Support provided for a new or Changed IT Service for a period of time after it is Released. During Early Life Support the IT Service Provider may review the KPIs, Service Levels and Monitoring Thresholds, and provide additional Resources for Incident and Problem Management.
Conducator
Suport Initial (la predarea in operational a serviciului)

Economies of scale Economies of scope (Service Strategy) The reduction in average Cost that is possible from increasing the usage of an IT Service or Asset. See Economies of Scope. (Service Strategy) The reduction in Cost that is allocated to an IT Service by using an existing Asset for an additional purpose. For example delivering a new IT Service from existing IT Infrastructure. See Economies of Scale. (Continual Service Improvement) A measure of whether the Objectives of a Process, Service or Activity have been achieved. An Effective Process or Activity is one that achieves its agreed Objectives. See KPI. (Continual Service Improvement) A measure of whether the right amount of resources have been used to deliver a Process, Service or Activity. An Efficient Process achieves its Objectives with the minimum amount of time, money, people or other resources. See KPI. (Service Transition) A Change that must be introduced as soon as possible. For example to resolve a Major Incident or implement a Security patch. The Change Management Process will normally have a specific Procedure for handling Emergency Changes. See Emergency Change Advisory Board (ECAB). (Service Transition) A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes. Membership of the ECAB may be decided at the time a meeting is called, and depends on the nature of the Emergency Change. (Service Transition) A subset of the IT Infrastructure that is used for a particular purpose. For Example: Live Environment, Test Environment, Build Environment. It is possible for multiple Environments to share a Configuration Item, for example Test and Live Environments may use different partitions on a single mainframe computer. Also used in the term Physical Environment to mean the accommodation, air conditioning, power system etc. Environment is also used as a generic term to mean the external conditions that influence or affect something. (Service Operation) A design flaw or malfunction that causes a Failure of one or more Configuration Items or IT Services. A mistake made by a person or a faulty Process that impacts a CI or IT Service is also an Error. Economie pe Scara Larga Economie la Nivelul Scopului (Service Strategy) Reducerea in medie a Costului, lucru posibil datorita cresterii utilizarii unui Serviciu IT sau al unui Bun. Vezi Economie la Nivelul scopului. (Service Strategy) Reducerea Costurilor alocate pentru un Serviciu IT folosind un Bun existent in activitati aditionale. De exemplu, furnizarea unui nou Serviciu IT folosind Infrastructura IT existenta. Vezi Economie la Scara Larga. (Continual Service Improvement) O masura a faptului ca Obiectivele unui Proces, Serviciu sau Activitate au fost atinse. Un Proces sau o Activitate efectiva este aceea care isi atinge Obiectivele agreate. Vezi KPI. (Continual Service Improvement) O masura a faptului ca un nivel corect de resurse a fost folosit pentru a livra un Proces, un Serviciu sau o Activitate. Un proces eficient isi atinge Obiectivele, cu resurse minime de timp, bani, oameni sau alte resurse. Vezi KPI. (Service Transition) Este o Schimbare care trebuie implementata cat mai curand posibil. De exemplu, folosita pentru a rezolva un Incident de Amploare Majora sau pentru a implementa un patch de Securitate. Procesul Managementul Schimbarii va avea in mod normal o Procedura specifica de gestionare a schimbarilor de urgenta. Vezi Consiliul de Aprobare A Schimbarilor Urgente (ECAB). (Service Transition) Un set restrans al Consiliului de Avizare a Schimbarilor/CAB care ia decizii in situatii de Schimbari Urgente de mare impact. Membrii acestui consiliu pot fi alesi in momentul intrunirii, iar componenta depinde de natura Schimbarile Urgente. (Service Transition) Un subset al Infrastructurii IT care este folosit intr-un scop anume. De exemplu: Mediul de Productie, Mediul de Testare, Mediul de Asamblare. Este posibil ca mai multe medii sa imparta un Element de Configurare, de exemplu Mediile de Testare si Mediul de Productie pot folosi partitii diferite ale unui singur calculator mainframe. Folosit de asemenea ca si termen in Mediu Fizic cu intelesul de acomodare, aerul conditionat sau alimentarea cu curent electric. Mediul este de asemenea folosit ca termen generic pentru a desemna conditiile externe care influenteaza sau au impact asupra unui lucru. (Service Operation) Un defect de proiectare sau o greseala de functionare care cauzeaza o Defectiune a unuia sau a mai multor Elemente de Configurare sau a Serviciilor IT. O greseala comisa de catre o persoana sau un Proces defectuos care afecteaza Elemente de Configurare sau Serviciu IT
Effectiveness
Efectivitate
Efficiency
Eficienta
Emergency Change
Schimbare Urgenta
Emergency Change Advisory Board (ECAB) Environment
Consiliul de Aprobare A Schimbarilor Urgente (ECAB) Mediu (de lucru)
Error
Eroare

reprezinta de asemenea o eroare. Escalation (Service Operation) An Activity that obtains additional Resources when these are needed to meet Service Level Targets or Customer expectations. Escalation may be needed within any IT Service Management Process, but is most commonly associated with Incident Management, Problem Management and the management of Customer complaints. There are two types of Escalation, Functional Escalation and Hierarchic Escalation. (Service Strategy) A framework to help Organisations guide their analysis and decisions on Service Sourcing Models and Strategies. eSCM-CL was developed by Carnegie Mellon University. See eSCM-SP. Escalare (Service Operation) O Activitate care obtine Resurse aditionale cand acestea sunt necesare pentru a indeplini Norma Nivelului de Servicii sau ale asteptarilor Clientului. Escalarea poate fi necesara in interiorul oricarui Proces de Management al Serviciilor IT, dar este adesea asociata cu Managementul Incidentelor si al Problemelor precum si cu gestionarea reclamatiilor Clientului. Exista doua tipuri de escalari: Escalarea Functionala si Escalarea Ierarhica. (Service Strategy) Un framework/cadru de lucru care ajuta Organizatiile sa-si ghideze analizele si deciziile pe Modele si Strategii ale Service Sourcing-ului. eSCM-CL a fost dezvoltat de catre Universitatea Carnegie Mellon. Vezi eSCM-SP.
eSourcing Capability Model for Client Organizations (eSCM-CL) eSourcing Capability Model for Service Providers (eSCM-SP) Estimation
Modelul de Capabilitate a eSourcing pentru Organizatii Client (eSCMCL) Modelul de Capabilitate eSourcing-ul pentru Furnizorii de Servicii (eSCMSP) Estimare
(Service Strategy) A framework to help IT Service Providers develop their IT Service Management Capabilities from a Service Sourcing perspective. eSCM-SP was developed by Carnegie Mellon University. See eSCM-CL.
(Service Strategy) Un framework/cadru de lucru care ajuta Furnizorii de Service IT sa-si dezvolte Capabilitati de Management al Serviciilor IT din perspectiva Service Sourcing. eSCM-SP a fost dezvoltat de catre Universitatea Carnegie Mellon. Vezi eSCM-CL. Folosirea experientei pentru a furniza o valoare aproximativa pentru o Metrica sau Cost. Estimarea este de asemenea folosita in Managementul Capacitatilor si Managementul Disponibilitatilor, ca si cea mai ieftina si cea mai putin precisa metoda de Modelare. (Service Transition) Procesul responsabil pentru analizarea unui Serviciu IT Schimbat sau complet nou, pentru a se asigura de faptul ca Riscurile sunt gestionate si pentru a lua o decizie legata de implementarea Schimbarii. Evaluarea este de asemenea folosita pentru a desemna compararea unui Rezultat actual cu cel dorit sau compararea unei alternative cu alta. (Service Operation) O schimbare a starii ce are importanta pentru managementul unui Element de Configurare sau al unui Serviciu IT. Termenul de Eveniment este de asemenea folosit in a desemna o Alerta sau o notificare creata de orice Serviciu IT, Element de Configurare sau instrument de Monitorizare. Evenimentele cer in mod tipic personalului Operatiuni IT sa intreprinda actiuni si adesea conduc la inregistrare de Incidente.
The use of experience to provide an approximate value for a Metric or Cost. Estimation is also used in Capacity and Availability Management as the cheapest and least accurate Modelling method. (Service Transition) The Process responsible for assessing a new or Changed IT Service to ensure that Risks have been managed and to help determine whether to proceed with the Change. Evaluation is also used to mean comparing an actual Outcome with the intended Outcome, or comparing one alternative with another. (Service Operation) A change of state which has significance for the management of a Configuration Item or IT Service. The term Event is also used to mean an Alert or notification created by any IT Service, Configuration Item or Monitoring tool. Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged.
Evaluation
Evaluare
Event
Eveniment

Event Management (Service Operation) The Process responsible for managing Events throughout their Lifecycle. Event Management is one of the main Activities of IT Operations. A Document containing details of one or more KPIs or other important targets that have exceeded defined Thresholds. Examples include SLA targets being missed or about to be missed, and a Performance Metric indicating a potential Capacity problem. (Availability Management) Detailed stages in the Lifecycle of an Incident. The stages are Detection, Diagnosis, Repair, Recovery, Restoration. The Expanded Incident Lifecycle is used to help understand all contributions to the Impact of Incidents and to Plan how these could be controlled or reduced. A Customer who works for a different Business to the IT Service Provider. See External Service Provider, Internal Customer. A Metric that is used to measure the delivery of IT Service to a Customer. External Metrics are usually defined in SLAs and reported to Customers. See Internal Metric. (Service Strategy) An IT Service Provider which is part of a different Organisation to their Customer. An IT Service Provider may have both Internal Customers and External Customers. See Type III Service Provider. Synonym for Outsourcing. (Service Operation) The Function responsible for managing the physical Environment where the IT Infrastructure is located. Facilities Management includes all aspects of managing the physical Environment, for example power and cooling, building Access Management, and environmental Monitoring. (Service Operation) Loss of ability to Operate to Specification, or to deliver the required output. The term Failure may be used when referring to IT Services, Processes, Activities, Configuration Items etc. A Failure often causes an Incident. An approach to assessing the potential Impact of Failures. FMEA involves analysing what would happen after Failure of each Configuration Item, all the way up to the effect on the Business. FMEA is often used in Information Security Managementul Evenimentelor (Service Operation) Procesul ce este responsabil cu managementul evenimentelor de-a lungul Ciclului de Viata. Managementul Evenimentelor este una din Activitatile principale ale Operatiunilor IT. Este un Document care contine detalii a unuia sau a mai multor KPI sau al altor tinte importante care au depasit Pragul de Alerta. Exemplele includ parametrii SLA ca fiind depasiti sau pe cale sa fie depasiti, si Metricele de Performanta indicand o potentiala problema de Capacitate. (Availability Management) Stagii detaliate din Ciclul de Viata al Incidentului. Stagiile sunt: Detectarea, Diagnoza, Repararea, Recuperarea, Restaurarea. Expandarea Ciclului de Viata a unui Incident se foloseste pentru a ajuta la intelegerea tuturor contributiilor Impactului asupra Incidentelor si la Planificarea a cum aceste incidente ar putea fi reduse sau controlate. Un Client care lucreaza pentru o alta Afacere/Business diferita de Furnizorului de Serviciu IT. Vezi Furnizorul de Servicii Externe, Clientul Intern. O Metrica care este folosita pentru a masura livrarea Serviciului IT catre un Client. Metrica Externa este definita de obicei in cadrul SLA si raportata catre Clienti. Vezi Internal Metric. (Service Strategy) Un Furnizor de Servicii IT care face parte dintr-o Organizatie diferita de a Clientului lor. Un Furnizor de Servicii IT poate avea atat Clienti Interni cat si Clienti Externi. Vezi Type III Service Provider. Sinonim pentru Outsourcing. (Service Operation) Functia responsabila pentru managementul Mediului fizic unde este localizata Infrastructura IT. Managementul facilitatilor include toate aspectele de conducere ale Mediului fizic, cum ar fi energia electrica, aerul conditionat, implementarea Managementului Accesului si Monitorizarii mediului. (Service Operation) Pierderea abilitatii de Operare la nivelul unei Specificatii sau de a livra produsul cerut. Termenul de Defectiune se foloseste atunci cand ne referim la Serviciile, Procesele, Activitatile si Elementele de Configurare etc. Adesea Defectiunea produce un Incident. O metoda de evaluare a Impactului potential al Defectului. FMEA implica analiza a ceea ce s-ar intampla dupa Defectarea fiecarui Element de Configurare, progresiv in sus, pana la nivelul efectul asupra Afacerii. FMEA este adesea
Exception Report
Raport de Exceptii
Expanded Incident Lifecycle
Expandarea Ciclului de Viata a unui Incident
External Customer External Metric
Client Extern
Metrica Externa
External Service Provider
Furnizor de Servicii Extern
External Sourcing Facilities Management
Externalizare Managementul Facilitatilor
Failure
Defectiune
Failure Modes and Effects Analysis (FMEA)
Moduri de Defectare si Analiza Efectelor

Management and in IT Service Continuity Planning. Fast Recovery (Service Design) A Recovery Option which is also known as Hot Standby. Provision is made to Recover the IT Service in a short period of time, typically less than 24 hours. Fast Recovery typically uses a dedicated Fixed Facility with computer Systems, and software configured ready to run the IT Services. Immediate Recovery may take up to 24 hours if there is a need to Restore data from Backups. Synonym for Error. (Service Design) The ability of an IT Service or Configuration Item to continue to Operate correctly after Failure of a Component part. See Resilience, Countermeasure. (Service Design) (Continual Service Improvement) A technique that can be used to determine the chain of Events that leads to a Problem. Fault Tree Analysis represents a chain of Events using Boolean notation in a diagram. (Service Strategy) The Function and Processes responsible for managing an IT Service Provider's Budgeting, Accounting and Charging Requirements. (Service Operation) The first level in a hierarchy of Support Groups involved in the resolution of Incidents. Each level contains more specialist skills, or has more time or other Resources. See Escalation. Synonym for Ishikawa Diagram. (FMEA) Optiunea de Recuperarea Rapida folosita in Managementul Securitatii Informatiei si in Planificarea Continuitatii Serviciilor IT. (Service Design) Optiune de Recuperare, cunoscuta si ca Hot Standby. Optiunea presupune ca Recuperarea Serviciului IT se face intr-o perioada scurta de timp, de obicei in mai putin de 24 de ore. Recuperarea Rapida foloseste de obicei Facilitati Fixe cu Sisteme/Computere si software gata configurat sa ruleze Serviciile IT. Restabilirea imediata poate dura pana la 24 de ore daca este necesara Restaurarea datelor din Backup. Sinonim cu Eroare. (Service Design) Abilitatea unui Serviciu IT sau a unui Element de Configurare de a continua sa Opereze corect chiar si dupa Defectiunea unei parti Componente. Vezi Rezistenta (la intrerupere), Contramasura. (Serviciu Design) (Continual Service Improvement) Este o tehnica care poate fi folosita pentru a determina lantul de Evenimente care au condus la aparitia unei Probleme. Analiza Fault Tree reprezinta un lant de Evenimente utilizand o notare Booleana intr-o diagrama. (Service Strategy) Functia si Procesele responsabile cu administrarea Bugetului, a Contabilitatii si Taxarea Cerintelor ale Furnizorului de Servicii IT. (Service Operation) Primul nivel din ierarhia Grupului de Suport implicat in rezolvarea Incidentelor. Fiecare nivel contine abilitati mai specializate sau are mai mult timp sau alte Resurse. Vezi Escaladare. Sinonim cu Diagrama Ishikawa.
Fault Fault Tolerance
Defect Toleranta la Defecte
Fault Tree Analysis (FTA)
Financial Management First-line Support
Analiza Fault Tree (FTA) (Analiza Arborele Defectelor) Managementul Financiar (de IT) Primul Nivel de Suport
Fishbone Diagram Fit for Purpose
An informal term used to describe a Process, Configuration Item, IT Service etc. that is capable of meeting its Objectives or Service Levels. Being Fit for Purpose requires suitable Design, implementation, Control and maintenance. (Service Strategy) A Cost that does not vary with IT Service usage. For example the cost of Server hardware. See Variable Cost. (Service Design) A permanent building, available for use when needed by an IT Service Continuity Plan. See Recovery Option, Portable Facility.
Diagrame CauzaEfect/Fishbone Potrivit pentru Scop
Fixed Cost
Cost Fix
Fixed Facility
Facilitate Fixa (cladire/constru ctie fixa)
Termen informal folosit pentru a descrie un Proces, un Element de Configurare, un Serviciu IT etc. care este capabil sa indeplineasca Obiectivele sau Nivelele Serviciului. A fi Potrivit pentru Scop presupune un Design potrivit, implementare, Control si mentenanta. (Service Strategy) Un Cost care nu creste odata cu folosirea Serviciului IT. De exemplu, costul arhitecturii hardware a Server-ului. Vezi Costuri Variabile. (Service Design) O constructie permanenta, disponibila pentru folosire, atunci cand este necesar, intr.-un Plan de Continuitate a Serviciilor IT. Vezi Optiune de Recuperare, Facilitate Mobila.

Follow the Sun (Service Operation) A methodology for using Service Desks and Support Groups around the world to provide seamless 24 * 7 Service. Calls, Incidents, Problems and Service Requests are passed between groups in different time zones. Performing Activities to meet a need or Requirement. For example by providing a new IT Service, or meeting a Service Request. A team or group of people and the tools they use to carry out one or more Processes or Activities. For example the Service Desk. The term Function also has two other meanings An intended purpose of a Configuration Item, Person, Team, Process, or IT Service. For example one Function of an Email Service may be to store and forward outgoing mails, one Function of a Business Process may be to dispatch goods to Customers. To perform the intended purpose correctly, "The computer is Functioning" (Service Operation) Transferring an Incident, Problem or Change to a technical team with a higher level of expertise to assist in an Escalation. (Continual Service Improvement) An Activity which compares two sets of data and identifies the differences. Gap Analysis is commonly used to compare a set of Requirements with actual delivery. See Benchmarking. Ensuring that Policies and Strategy are actually implemented, and that required Processes are correctly followed. Governance includes defining Roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified. (Service Design) A Recovery Option which is also known as Cold Standby. Provision is made to Recover the IT Service in a period of time greater than 72 hours. Gradual Recovery typically uses a Portable or Fixed Facility that has environmental support and network cabling, but no computer Systems. The hardware and software are installed as part of the IT Service Continuity Plan. A Document describing Best Practice, that recommends what should be done. Compliance to a guideline is not normally enforced. See Standard. Follow the Sun (Urmareste soarele optiune de Service Desk) Indeplinire/Sati sfacere Functie (Service Operation) O metoda pentru folosirea Service Deskurilor si a Grupurilor Suport, din intreaga lume, pentru furnizarea de Servicii 24/7. Apelurile, Incidentele, Problemele si Solicitarile pentru Servicii sunt transferate intre grupuri ce lucreaza pe fus orar diferit. Executarea Activitatilor pentru a satisface o necesitate sau o Cerinta. De exemplu, prin furnizarea unui nou Serviciu IT sau satisfacerea Cererilor de Servicii. O echipa sau un grup de oameni si instrumentele folosite de ei pentru a desfasura unul sau mai multe Procese sau Activitati. De exemplu Service Desk. Termenul de Functie mai are si alte doua intelesuri: Scopul intentionat al unui Element de Configurare, Persoana, Echipa, Proces sau Serviciu IT. De exemplu o Functie a unui Serviciu de Email poate fi aceea de a stoca si de a trimite mai departe mail-uri, o functie a Procesului de Afacerii poate fi de a expedia bunuri catre Clienti. Indeplinirea corecta a scopului intentionat, Calculatorul Functioneaza. (Service Operation) Transferul unui Incident, a unei Probleme sau al unei Schimbari catre o echipa tehnica cu un nivel mai inalt de expertiza pentru a asista intr-o Escalare. (Continual Service Improvement) O Activitate care compara doua seturi de date si identifica diferentele. Analiza Gap este frecvent folosita pentru a compara un set de Cerinte cu livrarea actuala. Vezi Benchmarking. Asigurarea ca Politicile si Strategiile sunt implementate in realitate si ca Procesele documentate sunt urmate in mod corect. Guvernarea include definirea Rolurilor si a responsabilitatilor, masurarea si raportarea si intreprinderea actiunilor pentru a rezolva orice problema identificata. (Service Design) O Optiune de Recuperare cunoscuta si sub denumirea de Cold Standby. Aceasta presupune a Recupera Serviciul IT intr-o perioada de timp mai mare de 72 de ore. Recuperarea Progresiva foloseste de obicei o Facilitate Fixa sau Mobila care are infrastructura si retea, dar nici un Sistem Central/Calculator. Hardware-ul si software-ul sunt instalate ca parte a Planului de Continuitate a Serviciilor IT. Un Document care descrie cele mai Bune Practici care recomanda ce ar trebui facut. Conformitatea cu un Indrumar nu este in mod normal impusa. Vezi Standard.
Fulfilment
Function
Functional Escalation Gap Analysis
Escalarea Functionala Analiza Gap/Analiza diferentelor
Governance
Guvernanta
Gradual Recovery
Optiunea Recuperare Progresiva
Guideline
Indrumar/Ghid

Help Desk (Service Operation) A point of contact for Users to log Incidents. A Help Desk is usually more technically focussed than a Service Desk and does not provide a Single Point of Contact for all interaction. The term Help Desk is often used as a synonym for Service Desk. (Service Operation) Informing or involving more senior levels of management to assist in an Escalation. (Service Design) An approach or Design that minimises or hides the effects of Configuration Item Failure on the Users of an IT Service. High Availability solutions are Designed to achieve an agreed level of Availability and make use of techniques such as Fault Tolerance, Resilience and fast Recovery to reduce the number of Incidents, and the Impact of Incidents. Synonym for Fast Recovery or Immediate Recovery. (Service Operation) A unique name that is used to identify a User, person or Role. The Identity is used to grant Rights to that User, person, or Role. Example identities might be the username SmithJ or the Role "Change manager". (Service Design) A Recovery Option which is also known as Hot Standby. Provision is made to Recover the IT Service with no loss of Service. Immediate Recovery typically uses mirroring, load balancing and split site technologies. Helpdesk (Service Operation) Un punct de contact pentru Utilizatori pentru a inregistra Incidentele. Un Help Desk este de obicei axat mai mult pe partea tehnica decat un Service Desk si nu asigura un Singur Punct de Contact pentru toate interactiunile. Termenul de Help Desk este adesea folosit ca si sinonim cu Service Desk. (Service Operation) Informeaza sau implica mai multe nivele superioare de conducere pentru a asista intr-o Escalare. (Service Design) O abordare sau un Design care minimalizeaza sau ascunde efectele de defectare ale Elementelor de Configurare ale utilizatorilor unui Service IT. Solutiile de Disponibilitate ridicata sunt Proiectate in asa fel incat sa atinga un nivel de Disponibilitate agreat si folosesc tehnici precum Toleranta la Defecte, Rezistenta (la intrerupere) si Recuperare Rapida pentru a reduce numarul si Impactul Incidentelor. Sinonim cu Recuperarea Rapida sau Recuperarea Imediata. (Service Operation) Un nume unic care este folosit pentru a identifica un Utilizator, o persoana sau un Rol. Identitatea este folosita pentru a acorda Drepturi acelui Utilizator, persoana sau Rol. Un exemplu de identitati pot fi numele utilizatorului SmithJ sau Rolul de Manager al Schimbari. (Service Design) Optiune de Recuperare care mai este cunoscuta si ca Hot Standby. Aceasta restaurare este facuta sa Recupereze Serviciul IT fara alte pierderi ale unui alt Serviciu. Recuperarea Imediata foloseste de obicei mirroring, load balancing (incarcarea echilibrata) si impartirea operatiunilor intre locatii. (Service Operation) (Service Transition) O masura a efectului unui Incident, unei Probleme sau Schimbarea Proceselor Afacerii. Impactul se bazeaza adesea pe efectul asupra Nivelelor de Servicii. Impactul si Urgenta sunt folosite pentru alocarea Prioritatii. (Service Operation) O intrerupere neplanificata sau o reducere a Calitatii a unui Serviciu IT. Defectarea unui Element de Configurare care nu a afectat inca un Serviciu reprezinta de asemenea un Incident. De exemplu, Defectarea unui disc dintr-un set de discuri configurate in mirror/oglinda. (Service Operation) Procesul responsabil pentru gestionarea Ciclului de Viata al tuturor Incidentelor. Obiectivul principal al Managementului Incidentelor este acela de a restaura Serviciul IT catre Utilizatori cat mai rapid posibil. (Service Operation) O Inregistrare care contine detaliile unui Incident. Fiecare inregistrare a unui Incident documenteaza Ciclu de Viata ale unui singur Incident.
Hierarchic Escalation High Availability
Escalare Ierarhica Disponibilitate Ridicata
Hot Standby Identity
Hot Standby Identitate
Immediate Recovery
Optiune de Recuperare Imediata
Impact
(Service Operation) (Service Transition) A measure of the effect of an Incident, Problem or Change on Business Processes. Impact is often based on how Service Levels will be affected. Impact and Urgency are used to assign Priority. (Service Operation) An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set. (Service Operation) The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible. (Service Operation) A Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident.
Impact
Incident
Incident
Incident Management
Managementul Incidentelor
Incident Record
Inregistrare despre un Incident

Indirect Cost (Service Strategy) A Cost of providing an IT Service which cannot be allocated in full to a specific Customer. For example Cost of providing shared Servers or software licenses. Also known as Overhead. See Direct Cost. (Service Design) The Process that ensures the Confidentiality, Integrity and Availability of an Organisation's Assets, information, data and IT Services. Information Security Management usually forms part of an Organisational approach to Security Management which has a wider scope than the IT Service Provider, and includes handling of paper, building access, phone calls etc., for the entire Organisation. (Service Design) The framework of Policy, Processes, Standards, Guidelines and tools that ensures an Organisation can achieve its Information Security Management Objectives. (Service Design) The Policy that governs the Organisations approach to Information Security Management. The use of technology for the storage, communication or processing of information. The technology typically includes computers, telecommunications, Applications and other software. The information may include Business data, voice, images, video, etc. Information Technology is often used to support Business Processes through IT Services. An IT Service that is not directly used by the Business, but is required by the IT Service Provider so they can provide other IT Services. For example Directory Services, naming services, or communication services. Synonym for Internal Sourcing. Cost Indirect (Service Strategy) Un Cost de furnizare al unui Serviciu IT care nu poate fi alocat in totalitate unui Client specific. De exemplu, Costul de furnizare al Serverelor folosite de mai multi clienti (shared) sau al licentelor software. Similar cu Overhead. Vezi Cost Direct. (Service Design) Procesul care asigura Confidentialitatea, Integritatea si Disponibilitatea Bunurilor, informatiilor, datelor si Serviciilor IT ale unei Organizatii. Managementul Securitatii Informatiei este de obicei parte din abordarea Organizationala a Managementul Securitatii, care are un scop mult mai extins decat Furnizorul de Servicii IT si include gestiunea documentelor scrise, accesul in cladiri, telefoanele etc. pentru intreaga Organizatie. (Service Design) Cadrul organizatoric al unor Politici, Procese, Standarde, Indrumare si instrumentele care se asigura ca o Organizatie isi poate atinge Obiectivele Managementului Securitatii Informatiei. (Service Design) Politica care guverneaza abordarea Organizatiei a Managementului Securitatii Informatiei. Folosirea tehnologiei pentru stocarea, comunicarea si procesarea informatiei. In mod tipic, tehnologia include calculatoare, telecomunicatii, Aplicatii si alte software-uri. Informatia poate include date ale Afacerii, voce, imagini, video etc. Tehnologia Informatiei este adesea folosita pentru a sprijini Procesele Afacerii/de Business prin intermediul Serviciilor IT. Serviciul IT care nu este folosit in mod direct de o Afacere dar este necesar Furnizorului de Servicii IT in scopul livrarii altor Servicii IT. De exemplu, Directory Services (Serviciile Directoare), serviciilor de rezolvarea numelor (DNS) sau serviciile de comunicatii. Sinonim cu Internal Sourcing.
Information Security Management (ISM)
Managementul Securitatii Informatiei (ISM)
Information Security Management System (ISMS) Information Security Policy Information Technology (IT)
Sistem de Management al Securitatii Informatiei (ISMS) Politica de Securitate a Informatiei Tehnologia Informatiei (IT)
Infrastructure Service
Serviciu de Infrastructura
Insourcing
Integrity
(Service Design) A security principle that ensures data and Configuration Items are only modified by authorised personnel and Activities. Integrity considers all possible causes of modification, including software and hardware Failure, environmental Events, and human intervention. (Service Operation) A form of Automatic Call Distribution that accepts User input, such as key presses and spoken commands, to identify the correct destination for incoming
Insourcing (produs in intern, Internalizare) Integritate
Interactive Voice Response
Raspuns Vocal Interactiv (IVR)
(Service Design) Un principiu de securitate care sa asigure ca datele si Elementele de Configurare pot fi modificate doar de catre personal si Activitati autorizate. Integritatea ia in considerare toate cauzele posibile ale modificarilor, incluzand Defectarea software si hardware, Evenimentele mediului de lucru/operare si interventia umana. (Service Operation) O forma de Distribuire Automata a Apelurilor care accepta intrari/comenzi de la Utilizatorilor, cum ar fi apasarea tastelor si comenzi prin voce, in scopul

(IVR) Intermediate Recovery Calls. (Service Design) A Recovery Option which is also known as Warm Standby. Provision is made to Recover the IT Service in a period of time between 24 and 72 hours. Intermediate Recovery typically uses a shared Portable or Fixed Facility that has computer Systems and network Components. The hardware and software will need to be configured, and data will need to be restored, as part of the IT Service Continuity Plan. A Customer who works for the same Business as the IT Service Provider. See Internal Service Provider, External Customer. A Metric that is used within the IT Service Provider to Monitor the Efficiency, Effectiveness or Cost Effectiveness of the IT Service Provider's internal Processes. Internal Metrics are not normally reported to the Customer of the IT Service. See External Metric. (Service Strategy) A technique used to help make decisions about Capital Expenditure. IRR calculates a figure that allows two or more alternative investments to be compared. A larger IRR indicates a better investment. See Net Present Value, Return on Investment. (Service Strategy) An IT Service Provider which is part of the same Organisation as their Customer. An IT Service Provider may have both Internal Customers and External Customers. See Type I Service Provider, Type II Service Provider, Insource. (Service Strategy) Using an Internal Service Provider to manage IT Services. See Service Sourcing, Type I Service Provider, Type II Service Provider. The International Organization for Standardization (ISO) is the world's largest developer of Standards. ISO is a nongovernmental organization which is a network of the national standards institutes of 156 countries. Further information about ISO is available from http://www.iso.org/ See International Organization for Standardization (ISO) Optiunea Recuperare Intermediara identificarii corecte a directionarii Apelurilor primite. (Service Design) Optiune de Recuperare ce este cunoscuta si ca Warm Standby (In asteptare). Aceasta restaurare este facuta sa Recupereze Serviciul IT intr-o perioada de timp 24 si 72 de ore. Recuperarea Intermediara foloseste de obicei o Facilitate Fixa sau Mobila, folosita in comun, care are Sisteme computerizate si Componente de retea. Hardware-ul si software-ul au nevoie de configurare, iar datele necesita restaurare, ca parte a Planului de Continuitate al Serviciilor IT. Un Client care lucreaza pentru aceeasi Afacere ca si Furnizorul de Servicii IT. Vezi Furnizorul de Servicii Interne, Client Extern. O Metrica care este folosit in interiorul Furnizorului de Servicii IT pentru a Monitoriza Eficienta, Efectivitatea sau Efectivitatea Costului Proceselor interne ale Furnizorului de Servicii IT. Metricele interne, de obicei, nu sunt raportate Clientilor, Serviciilor IT. Vezi Metrica Extern. (Service Strategy) O tehnica folosita pentru a ajuta la luarea deciziilor legate de Cheltuieli de Capital (CAPEX). IRR calculeaza o cifra care permite ca doua sau mai multe alternative de investitie sa poata fi comparate. Un IRR mare indica o mai buna investitie. Vezi Valoare Neta Prezenta (NPV), Profitabilitatea Investitiei ROI. (Service Strategy) Un Furnizor de Servicii IT care face parte din aceleiasi Organizatii ca si Clientul. Un Furnizor de Servicii IT poate avea atat Clienti Interni cat si Clienti Externi. Vezi Furnizor de servicii de tip I, Furnizor de servicii de tip II, Insourcing. (Service Strategy) Folosirea unui Furnizor de Servicii Intern pentru a gestiona Serviciile IT. Vezi Originea Serviciului, Furnizor de servicii de tip I, Furnizor de servicii de tip II. Organizatia Internationala de Standardizare (ISO) este cel mai mare dezvoltator de Standarde din intreaga lume. ISO este o organizatie non-guvernamentala si are o retea de institute nationale de standarde in 156 de tari. Mai multe informatii despre ISO puteti gasi accesand http://www.iso.org/ Vezi Organizatia Internationala de Standardizare (ISO)
Internal Customer Internal Metric
Client Intern
Metrica Interna
Internal Rate of Return (IRR)
Rata Interna de Recuperare (a investitiei) (IRR)
Internal Service Provider
Provider de Servicii Intern
Internal Sourcing
Internal Sourcing
International Organization for Standardizatio n (ISO) International Standards Organisation Internet Service
Organizatia Internationala de Standardizare (ISO) Organizatia Internationala de Standarde Provider de Servicii Internet
An External Service Provider that provides access to the Internet. Most ISPs also provide other IT Services such as
Un Furnizor de Servicii Extern care furnizeaza acces la Internet. Majoritatea ISP furnizeaza si alte Servicii IT cum ar fi

Provider (ISP) Invocation web hosting. (Service Design) Initiation of the steps defined in a plan. For example initiating the IT Service Continuity Plan for one or more IT Services. (Service Operation) (Continual Service Improvement) A technique that helps a team to identify all the possible causes of a Problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone. A generic term that refers to a number of international Standards and Guidelines for Quality Management Systems. See http://www.iso.org/ for more information. See ISO. An international Standard for Quality Management Systems. See ISO 9000, Standard. (Continual Service Improvement) ISO Code of Practice for Information Security Management. See Standard. ISO Specification and Code of Practice for IT Service Management. ISO/IEC 20000 is aligned with ITIL Best Practice. (Service Design) (Continual Service Improvement) ISO Specification for Information Security Management. The corresponding Code of Practice is ISO/IEC 17799. See Standard. (Continual Service Improvement) Senior Management within a Service Provider, charged with developing and delivering IT services. Most commonly used in UK Government departments. All of the hardware, software, networks, facilities etc. that are required to Develop, Test, deliver, Monitor, Control or support IT Services. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation. (Service Operation) Activities carried out by IT Operations Control, including Console Management, Job Scheduling, Backup and Restore, and Print and Output Management. IT Operations is also used as a synonym for Service Operation. (Service Operation) The Function responsible for Monitoring and Control of the IT Services and IT Infrastructure. See Operations Bridge. (ISP) Invocare gazduirea web. (Service Design) Initierea pasilor definiti intr-un plan. De exemplu, initierea Planului de Continuitate al Serviciilor IT pentru unul sau mai multe Servicii IT. (Service Operation) (Continual Service Improvement) O tehnica care ajuta o echipa sa identifice toate cauzele posibile ale unei Probleme. Inventata de catre Kaoru Ishikawa, rezultatul acestei tehnici este o diagrama care arata ca un os de peste. Termen generic care se refera la un numar de Standarde internationale si Indrumare pentru Managementul Sistemelor de Calitate. Pentru mai multe informatii vezi http://www.iso.org/. Vezi ISO. Un Standard international pentru Managementul Sistemelor de Calitate. Vezi ISO 9000, Standard. (Continual Service Improvement) Codul ISO de Practica pentru Managementul Securitatii Informatiei. Vezi Standard. Specificatia ISO si Codul de Practica pentru Managementul Serviciilor IT. ISO/IEC 20000 este aliniat la Buna Practica ITIL.. (Service Design) (Continual Service Improvement) Specificatia ISO pentru Managementul Securitatii Informatiei. Corespondentul Codului de Practica este ISO/IEC 17799. Vezi Standard. (Continual Service Improvement) Managementul Senior din interiorul Furnizorului de Servicii, insarcinat cu dezvoltarea si livrarea Serviciilor IT. Cel mai frecvent este folosit in departamentele guvernamentale din Marea Britanie. Toate hardware-urile, software-urile, retelele si facilitatile etc. Necesare pentru a Dezvolta, Testa, livra, Monitoriza, Controla sau oferi suport Serviciilor IT. Termenul de Infrastructura IT include Tehnologia Informatiei dar nu si oamenii asociati, Procesele si documentatia. (Service Operation) Activitatile effectuate de Controlul Operatiilor IT, incluzand Managementul Consolelor, Planificarea Job-urilor, Backup si Resturare, Printare si Managementul Iesirilor (output). Operatiunile IT e folosit ca si sinonim pentru Operatiuni Servicii. (Service Operation) Functia responsabila pentru Monitorizarea si Controlul Serviciilor IT si a Infrastructurii IT. Vezi Centru de Control.
Ishikawa Diagram
Diagrama Cauza-Efect/ Ishikawa
ISO 9000
ISO 9000
ISO 9001
ISO 9001
ISO/IEC 17799 ISO/IEC 20000 ISO/IEC 27001
ISO/IEC 17799
ISO/IEC 20000
ISO/IEC 27001
IT Directorate
Directorat IT
IT Infrastructure
Infrastructura IT
IT Operations
Operatiuni IT
IT Operations Control
Controlul Operatiunilor IT

IT Operations Management (Service Operation) The Function within an IT Service Provider which performs the daily Activities needed to manage IT Services and the supporting IT Infrastructure. IT Operations Management includes IT Operations Control and Facilities Management. A Service provided to one or more Customers by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Processes. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement. (Service Design) The Process responsible for managing Risks that could seriously impact IT Services. ITSCM ensures that the IT Service Provider can always provide minimum agreed Service Levels, by reducing the Risk to an acceptable level and Planning for the Recovery of IT Services. ITSCM should be designed to support Business Continuity Management. (Service Design) A Plan defining the steps required to Recover one or more IT Services. The Plan will also identify the triggers for Invocation, people to be involved, communications etc. The IT Service Continuity Plan should be part of a Business Continuity Plan. The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, Process and Information Technology. See Service Management. The IT Service Management Forum is an independent Organisation dedicated to promoting a professional approach to IT Service Management. The itSMF is a not-for-profit membership Organisation with representation in many countries around the world (itSMF Chapters). The itSMF and its membership contribute to the development of ITIL and associated IT Service Management Standards. See http://www.itsmf.com/ for more information. (Service Strategy) A Service Provider that provides IT Services to Internal Customers or External Customers. A formal group that is responsible for ensuring that Business and IT Service Provider Strategies and Plans are closely aligned. An IT Steering Group includes senior representatives from the Business and the IT Service Provider. Managementul Operatiunilor IT (Service Operation) Functia din interiorul unui Furnizor de Servicii IT care indeplineste Activitatile zilnice necesare pentru a gestiona Serviciile IT si a asigura suportul Infrastructurii IT. Managementul Operatiunilor IT include Controlul Operatiunilor IT si Managementul Facilitatilor. Un Serviciu furnizat unuia sau mai multor Clienti de catre un Furnizor de Servicii IT. Un Serviciu IT se bazeaza pe folosirea Tehnologiei Informatiei si suporta Procesele de Business ale Clientului. Un Serviciu IT este alcatuit dintr-o combinatie de persoane, Procese si tehnologii si ar trebui sa fie definit intr-un Acord de Nivel Serviciu Agreat/SLA. (Service Design) Procesul responsabil cu gestionarea Riscurilor care ar putea avea un impact serios asupra Serviciilor IT. ITSCM se asigura ca Furnizorul de Servicii IT poate livra intotdeauna un minim agreeat de Nivel de furnizare al Serviciului prin reducerea Riscului la un nivel acceptabil si Planificarea pentru Recuperarea Serviciilor IT. ITSCM ar trebui proiectat pentru a asigura suportul Managementul Continuitatii Afacerii. (Service Design) Un Plan care defineste pasii necesari pentru a Recupera unul sau mai multe Servicii IT. Planul va identifica, de asemenea, declansatorul/trigger-ul pentru Invocare, persoanele implicate, mijloacele de comunicare. Planul Continuitatii Serviciilor IT ar trebui sa fie o parte componenta din Planul Continuitatii Afacerii. Implementarea si Managementul Calitatii Serviciilor IT care intrunesc necesitatile unei Afaceri. Managementul Serviciului IT este realizat de Furnizorii de Servicii IT prin intermediul unei combinatii potrivite de persoane, Procese si Tehnologia Informatiei. Vezi Managementul Serviciilor. Forumul Managementului Servicilor IT este o Organizatie independenta dedicata promovarii unei abordari profesionale a Managementului Serviciilor IT. itSMF este o Organizatie nonprofit cu reprezentare in multe tari din intreaga lume (itSMF Chapters). itSMF si membrii sai contribuie la dezvoltarea ITIL si Standardelor Managementului Serviciilor IT asociate. Pentru mai multe informatii accesati http://www.itsmf.com/ (Service Strategy) Un Furnizor de Servicii care furnizeaza Servicii IT catre un Client Intern sau un Client Extern. Un grup formal care este responsabil sa se asigure ca Startegiile si Planurile Afacerii Furnizorului de Servicii IT sunt in concordanta. Grupul de Conducere IT include reprezentanti superiori/seniori din Afacere si Furnizorul de Servicii IT.
IT Service
Serviciu IT
IT Service Continuity Management (ITSCM)
Managementul Continuitatii Serviciilor IT (ITSCM)
IT Service Continuity Plan
Planul Continuitatii Serviciilor IT
IT Service Management (ITSM)
Managementul Serviciilor IT (ITSM)
IT Service Management Forum (itSMF)
Forumul Managementul ui Servicilor IT (itSMF)
IT Service Provider IT Steering Group (ISG)
Furnizor de Servicii IT Grupul de Coordonare IT (ISG)

ITIL A set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and consists of a series of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them. See http://www.itil.co.uk/ for more information. A Document which defines the Roles, responsibilities, skills and knowledge required by a particular person. One Job Description can include multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by one person. (Service Operation) Planning and managing the execution of software tasks that are required as part of an IT Service. Job Scheduling is carried out by IT Operations Management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year. ITIL Un set de indrumare pentru Buna Practica in Managementul Serviciilor IT. ITIL este detinut de catre OGC si consta intr-o serie de publicatii care cuprinde recomandari legate de livrarea de Servicii IT de Calitate, si in Procesele si facilitatile ce sprijina aceste servicii. Pentru mai multe informatii accesati http://www.itil.co.uk/ Un Document care defineste Rolurile, responsabilitatile, abilitatile si cunostintele necesare unei persoane specifice. O Descriere a Job-ului poate include multiple Roluri, de exemplu Rolurile de Manager al Configuratiilor si de Manager al Schimbarii pot fi indeplinite de o singura persoana. (Service Operation) Planificarea si gestionarea executiei activitatilor unui software care sunt cerute ca parte a unui Serviciu IT. Programarea Job-urilor/ activitatilor este indeplinita de Managementul Operatiunilor IT si este adesea automatizat folosind instrumente software care la randul lor ruleaza in seturi sau activitati online in anumite ore ale zilei, saptamanii, lunii sau anului. (Service Strategy) Un Model dezvoltat de catre Noriaki Kano care se foloseste pentru a ajuta la intelegerea preferintelor Clientului. Modelul Kano considera ca Atributele unui Serviciu IT sunt grupate intr-o arie cum ar fi Factori de Baza, Factori de Satisfactie, Factori de Performanta etc. (Service Operation) (Continual Service Improvement) O metoda structurata de abordare a rezolvarii unei Probleme. Problema este analizata in termeni: ce, unde, cand si pana unde. Cauzele posibile sunt identificate. Cea mai probabila cauza este testata. Adevarata cauza este apoi verificata. (Continual Service Improvement) O Metrica care este folosita pentru a ajuta gestionarea unui Proces, a unui Serviciu IT sau a unei Activitati. Multe Metrici pot fi masurate, dar numai cele mai importante dintre acestea sunt definite ca si KPI si folosite activ in gestionarea si raportarea Procesului, Serviciului IT sau Activitatii. KPI-urile trebuiesc selectate pentru a se asigura ca Eficienta, Efectivitatea si Efectivitatea Costului sunt bine gestionate. Vezi Factor Critic de Succes. (Service Transition) O baza de date logica care contine datele folosite de Sistemul de Management al Cunostintelor despre Servicii, SKMS. (Service Transition) Procesul responsabil cu adunarea, analiza, stocarea si prezentarea cunostintelor si informatiilor in interiorul unei Organizatii. Scopul principal al Managementului Cunostintelor este sa imbunatateasca Eficienta prin reducerea nevoii de a redescoperi cunostintele. Vezi Date-catreInformatii-catre-Cunoastere-catre-Intelepciune (DIKW).
Job Description
Descrierea Job-ului
Job Scheduling
Planificarea Job-urilor/ activitatilor
Kano Model
Kepner & Tregoe Analysis
Key Performance Indicator (KPI)
Knowledge Base Knowledge Management
(Service Strategy) A Model developed by Noriaki Kano that is used to help understand Customer preferences. The Kano Model considers Attributes of an IT Service grouped into areas such as Basic Factors, Excitement Factors, Performance Factors etc. (Service Operation) (Continual Service Improvement) A structured approach to Problem solving. The Problem is analysed in terms of what, where, when and extent. Possible causes are identified. The most probable cause is tested. The true cause is verified. (Continual Service Improvement) A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed. See Critical Success Factor. (Service Transition) A logical database containing the data used by the Service Knowledge Management System. (Service Transition) The Process responsible for gathering, analysing, storing and sharing knowledge and information within an Organisation. The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. See Data-to-Information-to-Knowledge-to-Wisdom, Service Knowledge Management System.
Modelul Kano
Analiza Kepner & Tregoe
Indicatori Cheie de Performanta (KPI)
Baza de Cunostiinte Managementul Cunostintelor

Known Error (Service Operation) A Problem that has a documented Root Cause and a Workaround. Known Errors are created and managed throughout their Lifecycle by Problem Management. Known Errors may also be identified by Development or Suppliers. (Service Operation) A database containing all Known Error Records. This database is created by Problem Management and used by Incident and Problem Management. The Known Error Database is part of the Service Knowledge Management System. (Service Operation) A Record containing the details of a Known Error. Each Known Error Record documents the Lifecycle of a Known Error, including the Status, Root Cause and Workaround. In some implementations a Known Error is documented using additional fields in a Problem Record. The various stages in the life of an IT Service, Configuration Item, Incident, Problem, Change etc. The Lifecycle defines the Categories for Status and the Status transitions that are permitted. For example: The Lifecycle of an Application includes Requirements, Design, Build, Deploy, Operate, Optimise. The Expanded Incident Lifecycle includes Detect, Respond, Diagnose, Repair, Recover, Restore. The lifecycle of a Server may include: Ordered, Received, In Test, Live, Disposed etc. Line of Service (LOS) (Service Strategy) A Core Service or Supporting Service that has multiple Service Level Packages. A line of Service is managed by a Product Manager and each Service Level Package is designed to support a particular market segment. (Service Transition) Refers to an IT Service or Configuration Item that is being used to deliver Service to a Customer. (Service Transition) A controlled Environment containing Live Configuration Items used to deliver IT Services to Customers. Linie de Serviciu (LOS) Eroare Cunoscuta (Service Operation) O Problema care are o Cauza Principala (a defectului) documentata si o Solutie Temporara. Erorile Cunoscute sunt create si gestionate de-a lungul Ciclul de Viata de catre Managementul Problemelor. Erorile Cunoscute pot fi de asemenea identificate si de Dezvoltare (programatori) sau de catre Furnizori. (Service Operation) O baza de date care contine toate Inregistrarile despre Erori Cunoscute. Aceasta baza de date este creata de catre Managementul Problemelor si folosita de catre Managementul Incidentelor si Problemelor. Baza de Date Erori Cunoscute este o parte a Sistemul de Management al Cunostintelor despre Servicii, SKMS. (Service Operation) O Inregistrare care contine detaliile unei Erori Cunoscute. Fiecare Inregistrare despre Erori Cunoscute documenteaza Ciclul de viata al unei Erori Cunoscute, incluzand Starea, Cauza Principala si o Solutie Temporara. In unele implementari Eroarea Cunoscuta este documentata folosind campurile aditionale din Inregistrarea unei Probleme. Diferitele stadii din viata unui Serviciu IT, unui Element de Configuratie, Incident, unei Probleme, Schimbare etc. Ciclul de viata defineste Categoriile pentru Stare si tranzitiile Starii care sunt permise. De exemplu: Ciclul de Viata unei aplicatii include Cerintele, Designul, Constructia, Implementare, Operarea, Optimizarea. Expandarea Ciclului de Viata a unui Incident include: Detectia, Raspuns, Diagnosticarea, Repararea, Recuperarea, Restaurarea. Ciclul de Viata al unui Server poate include: Comandat, Receptionat, In Test, In Productie, Casat etc. (Service Strategy) Un Serviciu de Baza sau Serviciu Suport care contine multiple Pachete de Nivel al Serviciului. O Linie de Serviciu este gestionata de catre un Manager de Produs si fiecare Pachete de Nivel al Serviciului este construit in asa fel incat sa suporte un segment de piata specific. (Service Transition) Se refera la un Serviciu IT sau un Element de Configuratie care este folosit pentru a livra un Serviciu unui Client. (Service Transition) Un Mediu controlat care contine Elemente de Configuratie In Productie, folosit pentru a livra Servicii IT Clientilor.
Known Error Database (KEDB)
Baza de Date Erori Cunoscute (KEDB)
Known Error Record
Inregistrare despre Eroare Cunoscuta
Lifecycle
Ciclu de Viata
Live
In Productie
Live Environment
Mediu de Productie

Maintainability (Service Design) A measure of how quickly and Effectively a Configuration Item or IT Service can be restored to normal working after a Failure. Maintainability is often measured and reported as MTRS. Maintainability is also used in the context of Software or IT Service Development to mean ability to be Changed or Repaired easily. (Service Operation) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business. (Service Strategy) A perspective on IT Services which emphasizes the fact that they are managed. The term Managed Services is also used as a synonym for Outsourced IT Services. Information that is used to support decision making by managers. Management Information is often generated automatically by tools supporting the various IT Service Management Processes. Management Information often includes the values of KPIs such as "Percentage of Changes leading to Incidents", or "first time fix rate". Mentenabilitate (Service Design) O masura a cat de rapid si Efectiv un Element de Configuratie sau un Serviciu IT pot fi restaurate sa lucreze la nivel normal dupa o Defectare. Mentenabilitatea este adesea masurata si raportata ca MTRS. Mentenabilitatea este de asemenea folosita in contextul Dezvoltarea Software sau a Serviciului IT pentru a desemna abilitatea de a fi Schimbata sau Reparata cu usurinta. (Service Operation) Cea mai inalta Categorie a Impactului unui Incident. Un Incident Major produce intreruperi importante ale Afacerii. (Service Strategy) O perspectiva asupra Serviciilor IT care accentueaza faptul ca ele sunt gestionate. Termenul de Servicii Gestionate este de asemenea folosit ca sinonim pentru Servicii IT Externalizate. Informatia care este folosita in suportul luarii deciziei de catre manageri. Informatia de Management este adesea generat in mod automat de catre instrumente care suporta diferite Procese ale Managemetului Serviciilori IT. Informatia de Management include adesea valorile KPI-ului precum Procentajul Schimbarilor care conduc spre Incidente sau first time fix rate/rata de rezolvare din prima (a incidentelor). Metodologia OGC de gestionare a Riscurilor. MoR include toate Activitatile cerute pentru a identifica si Controla expunerea la Risc care ar putea avea un impact asupra atingerii Obiectivelor Afacerii unei Organizatii. Pentru mai multe detalii acceseaza: http://www.m-o-r.org/ Cadrul de Politica, Procese si Functii care asigura o Organizatie ca isi poate atinge Obiectivele. O Solutie Temporara care necesita interventia manuala. Solutia Temporara Manuala mai este folosit si cu numele de Optiune de Recuperare in care se opereaza Procesul de Afacere fara a folosi Serviciile IT. Aceasta este o masura temporara si este de obicei combinata cu o alta Optiune de Recuperare. (Service Stratey) Costul pentru furnizarea in continuare a Serviciului IT. Costul Marginal nu include investitiile deja facute, de exemplu costul dezvoltarii noului software si furnizarea training-ului. (Service Strategy) Toate oportunitatile pe care un Furnizor de Servicii IT le poate exploata pentru a veni in intampinarea necesitatilor de business ale Clientilor. Market Space/Portofoliul de Oportunitati identifica Serviciile IT potentiale pe care un Furnizor de Servicii IT ar dori sa le aiba in vedere pentru livrare.
Major Incident
Incident Major
Managed Services
Servicii Gestionate
Management Information
Informatie pentru Management
Management of Risk (MoR)
Management System Manual Workaround
The OGC methodology for managing Risks. MoR includes all the Activities required to identify and Control the exposure to Risk which may have an impact on the achievement of an Organisations Business Objectives. See http://www.m-o-r.org/ for more details. The framework of Policy, Processes and Functions that ensures an Organisation can achieve its Objectives. A Workaround that requires manual intervention. Manual Workaround is also used as the name of a Recovery Option in which The Business Process Operates without the use of IT Services. This is a temporary measure and is usually combined with another Recovery Option. (Service Strategy) The Cost of continuing to provide the IT Service. Marginal Cost does not include investment already made, for example the cost of developing new software and delivering training. (Service Strategy) All opportunities that an IT Service Provider could exploit to meet business needs of Customers. The Market Space identifies the possible IT Services that an IT Service Provider may wish to consider delivering.
Managementul Riscurilor (MoR)
Sistem de Management Solutie Temporara Manuala
Marginal Cost
Cost Marginal
Market Space
Market Space/Potofoliu de Oportunitati

Maturity (Continual Service Improvement) A measure of the Reliability, Efficiency and Effectiveness of a Process, Function, Organisation etc. The most mature Processes and Functions are formally aligned to Business Objectives and Strategy, and are supported by a framework for continual improvement. A named level in a Maturity model such as the Carnegie Mellon Capability Maturity Model Integration. (Service Design) A Metric for measuring and reporting Reliability. MTBF is the average time that a Configuration Item or IT Service can perform its agreed Function without interruption. This is measured from when the CI or IT Service starts working, until it next fails. (Service Design) A Metric used for measuring and reporting Reliability. MTBSI is the mean time from when a System or IT Service fails, until it next fails. MTBSI is equal to MTBF + MTRS. The average time taken to repair a Configuration Item or IT Service after a Failure. MTTR is measured from when the CI or IT Service fails until it is Repaired. MTTR does not include the time required to Recover or Restore. MTTR is sometimes incorrectly used to mean Mean Time to Restore Service. The average time taken to Restore a Configuration Item or IT Service after a Failure. MTRS is measured from when the CI or IT Service fails until it is fully Restored and delivering its normal functionality. See Maintainability, Mean Time to Repair. (Continual Service Improvement) Something that is measured and reported to help manage a Process, IT Service or Activity. See KPI. (Service Design) Software that connects two or more software Components or Applications. Middleware is usually purchased from a Supplier, rather than developed within the IT Service Provider. See Off the Shelf. The Mission Statement of an Organisation is a short but complete description of the overall purpose and intentions of that Organisation. It states what is to be achieved, but not how this should be done. Maturitate (Continual Service Improvement) O masura a Increderii, Eficientei si Eficacitatii ale unui Proces, Functii, Organizatii etc. Procese si Functiile cu nivelul cel mai mare de maturitate sunt aliniate formal la Obiectivele si Strategia Afacerii si sunt suportate de un cadru organizatoric pentru imbunatatire continua. Un anumit nivel in cadrul modelului de Maturitate asa cum este si cel apartinand Carnegie Mellon - Modelul Integrat de masurare a Maturitatii Capabilitatilor. (Service Design) O Metrica pentru masurarea si raportarea Increderii (in infrastructura). MTBF este timpul mediu in care un Element de Configuratie sau un Serviciu IT isi poate indeplini Functia de baza fara intrerupere. Aceasta se masoara de cand Elementul de Configuratie sau Serviciul IT incepe sa functioneze si pana la urmatoarea intrerupere. (Service Design) O Metrica pentru masurarea si raportarea Increderii (in infrastructura). MTBSI este timpul mediu incepand cu momentul cand un Sistem sau un Serviciu IT se defecteaza si pana la urmatoarea defectare. MTBSI este egal cu suma dintre MTBF + MTRS. Timpul mediu de reparare a unui Element de Configuratie sau a unui Serviciu IT dupa o Defectare. MTTR se masoara de cand s-a defectat Elementul de Configuratie sau Serviciul IT si pana cand a fost Reparat. MTTR nu include timpul necesar pentru Recuperare sau pentru Restaurare. MTTR este cateodata incorect folosit pentru a denumi Timpul Mediu de Restaurare a Serviciului MTRS. Timpul mediu alocat pentru Restaurarea unui Element de Configuratie sau a unui Serviciu IT dupa Defectare. MTRS se masoara incepand cu momentul defectarii Elementului de Configuratie sau Serviciu IT si pana la reinstalarea completa la nivelul de functionalitate normala. Vezi Mentenabilitate, Timpul Mediu De Reparare/MTTR. (Continual Service Improvement) Ceva ce este masurat si raportat pentru a ajuta gestionarea Procesului, Serviciului IT sau Activitatii. Vezi KPI. (Service Design) Un Software care leaga doua sau mai multe Componente sau Aplicatii software. Middleware este de obicei un produs achizitionat de la un Furnizor mai degraba, decat dezvoltat de catre un Furnizor de Servicii IT. Vezi De pe raft Misiunea unei Organizatii este o descriere scurta dar completa a scopului si intentiilor acesteia pe termen lung. Enumera obiectivele ce trebuiesc atinse dar fara a oferi si un mod explicit prin care acestea pot fi realizate.
Maturity Level
Nivel de Maturitate Media Timpului de Buna Functionare (MTBF)
Mean Time Between Failures (MTBF)
Mean Time Between Service Incidents (MTBSI) Mean Time To Repair (MTTR)
Timpul Mediu intre Incidente ale Serviciului (MTBSI) Timpul Mediu De Reparare (MTTR)
Mean Time to Restore Service (MTRS)
Timpul Mediu de Restaurare a Serviciului (MTRS)
Metric
Metrica
Middleware
Middleware
Mission Statement
Misiune (Enuntul misiunii)

Model A representation of a System, Process, IT Service, Configuration Item etc. that is used to help understand or predict future behaviour. A technique that is used to predict the future behaviour of a System, Process, IT Service, Configuration Item etc. Modelling is commonly used in Financial Management, Capacity Management and Availability Management. (Service Operation) Monitoring the output of a Task, Process, IT Service or Configuration Item; comparing this output to a predefined norm; and taking appropriate action based on this comparison. (Service Operation) Repeated observation of a Configuration Item, IT Service or Process to detect Events and to ensure that the current status is known. (Service Strategy) Provision of Services from a country near the country where the Customer is based. This can be the provision of an IT Service, or of supporting Functions such as Service Desk. See On-shore, Off-shore. (Service Strategy) A technique used to help make decisions about Capital Expenditure. NPV compares cash inflows to cash outflows. Positive NPV indicates that an investment is worthwhile. See Internal Rate of Return, Return on Investment. (Service Strategy) An approach to Charging for IT Services. Charges to Customers are calculated and Customers are informed of the charge, but no money is actually transferred. Notional Charging is sometimes introduced to ensure that Customers are aware of the Costs they incur, or as a stage during the introduction of real Charging. The defined purpose or aim of a Process, an Activity or an Organisation as a whole. Objectives are usually expressed as measurable targets. The term Objective is also informally used to mean a Requirement. See Outcome. Synonym for Commercial Off the Shelf. Model Reprezentare a unui Sistem, Proces, Serviciu IT, Element de Configuratie etc.folosita pentru a intelege sau a anticipa un comportament al acestuia. Tehnica folosita pentru a anticipa comportamentul unui a Sistem, Proces, Serviciu IT, Element de Configuratie etc. Modelarea este frecvent folosita in Managementul Financiar, Managementul Capacitatii si Managementul Disponibilitatii. (Service Operation) Monitorizarea unui rezultat al unei Activitati, Proces, Serviciu IT sau Element de Configuratie; compararea acestui rezultat cu unul predefinit (norma); luarea de actiuni potrivite, pe baza acestei comparatii. (Service Operation) Observarea continua a Elementului de Configuratie, Serviciului IT sau a Procesului pentru a detecta Evenimente cu scopul de a se asigura ca starea curenta este cunoscuta. (Service Strategy) Furnizarea de Servicii dintr-o tara apropiata de cea in care este stabilit Clientul. Aceasta poate fi livrarea unui Serviciu IT, sau a unei Functii de suport precum Service Desk. Vezi On-shore, Off-shore. (Service Strategy) Tehnica folosita pentru a lua decizii privind Cheltuielile de Capital. NPV compara veniturile realizate cu cheltuielile efectuate. O valoare pozitiva indica faptul ca o investitie este profitabila. Vezi Rata Interna de Recuperare (a investitiei), Profitabilitate. (Service Strategy) O varianta a Taxarii Serviciilor IT. Taxele catre Clienti sunt calculate si Clientii sunt informati de sumele datorate, dar nu se efectueaza platile respective. Taxarea Informativa este folosita uneori pentru a aviza Clientii de costurile pe care le efectueaza, sau ca o faza intermediara inainte de Taxarea reala. Scopul definit al unui Proces, al unei Activitati sau al unei Organizatii ca si intreg. Obiectivele sunt de obicei exprimate in tinte masurabile. Termenul de Obiectiv este folosit informal pentru o Cerinta. Vezi Rezultat. Sinonim pentru Produs Comercial din Raft.
Modelling
Modelare
Monitor Control Loop
Bucla de Control a Monitorizarii Monitorizare
Monitoring
Near-Shore
Near-Shore
Net Present Value (NPV)
Valoare Neta Prezenta (NPV)
Notional Charging
Taxare Informativa
Objective
Obiectiv
Off the Shelf
Office of Government Commerce (OGC)
OGC owns the ITIL brand (copyright and trademark). OGC is a UK Government department that supports the delivery of the government's procurement agenda through its work in collaborative procurement and in raising levels of procurement skills and capability with departments. It also provides support for complex public sector projects.
De pe raft/La cheie (Solutie standard,De-a gata) Oficiul de Comert Guvernamental (OGC)
OGC este proprietara marcii ITIL (drepturi de autor si de comercializare). OGC este un departament al Guvernului Marii Britanii care sprijina obiectivele de achizitii ale guvernului prin intermediul achizitiilor colaborative si prin imbunatatirea abilitatilor si a capabilitatilor in departamente. De asemenea, ofera suport pentru proiecte complexe din sectorul public.

Office of Public Sector Information (OPSI) OPSI license the Crown Copyright material used in the ITIL publications. They are a UK Government department who provide online access to UK legislation, license the re-use of Crown copyright material, manage the Information Fair Trader Scheme, maintain the Governments Information Asset Register and provide advice and guidance on official publishing and Crown copyright. (Service Strategy) Provision of Services from a location outside the country where the Customer is based, often in a different continent. This can be the provision of an IT Service, or of supporting Functions such as Service Desk. See On-shore, Near-shore. (Service Strategy) Provision of Services from a location within the country where the Customer is based. See Offshore, Near-shore. To perform as expected. A Process or Configuration Item is said to Operate if it is delivering the Required outputs. Operate also means to perform one or more Operations. For example, to Operate a computer is to do the day-to-day Operations needed for it to perform as expected. Oficiul de Informari pentru Sectorul Public (OPSI) OPSI lincentiaza materialele Crown Copyright folosite in publicatiile ITIL. Este un departament al Guvernului care ofera access online la legislatia UK, licentiaza reutilizarea materialului Crown Copyright, gestioneaza Information Fair Trader Scheme, mentine registrul bunurilor informatice ale guvernului si furnizeaza sfaturi si indrumari pentru accesarea publicatiilor oficiale ale Crown Copyright. (Service Strategy) Contractarea de Servicii dintr-o zona aflata in afara tarii in care functioneaza Clientul, deseori aflata pe alt continent. Poate fi vorba de contractarea unui Serviciu IT sau Functiilor de suport precum Service Desk. Vezi On-shore, Near-shore. (Service Strategy) Contractarea de Servicii din aceeasi tara in care isi are activitatea Clientul. Vezi Off-shore, Near-shore. A functiona in parametrii normali. Se spune despre un Proces sau un Element de Configuratie ca Opereaza (sau este Operational) in momentul in care furnizeaza rezultatele Cerute. A Opera se refera si la actiunea de a efectua una sau mai multe Operatiuni. De exemplu, a Opera un calculator inseamna a efectua Operatiunile de zi cu zi necesare pentru a functiona normal. (adica de a produce rezultatele care sunt dorite) (Service Operation) Gestionarea zilnica a unui Serviciu IT, Sistem, sau alt Element de Configuratie. Prin Operare se intelege si orice Activitate sau Tranzactie predefinita. De exemplu, a schimba o banda magnetica, a primi bani la un ghiseu sau a citi date de pe un disk. Cel mai jos dintre cele trei nivele de Planificare si livrare (Strategic, Tactic, Operational). Activitatile Operationale presupun Planificarea si livrarea zilnica sau pe termen scurt a unui Proces de Afacere sau a unui Proces al Managementul Serviciilor IT. Termenul Operational este sinonim si cu In Productie. Costul rezultat din derularea de Serviciilor IT. Deseori, plati periodice.De exemplu platile salariilor, cele pentru mententa hardware si electricitate (adica cheltuieli curente). Vezi Cheltuieli de Capital. Sinonim pentru Cost Operational.
Off-shore
Off-shore
On-shore
On-shore
Operate
Opera
Operation
Operational
(Service Operation) Day-to-day management of an IT Service, System, or other Configuration Item. Operation is also used to mean any pre-defined Activity or Transaction. For example loading a magnetic tape, accepting money at a point of sale, or reading data from a disk drive. The lowest of three levels of Planning and delivery (Strategic, Tactical, Operational). Operational Activities include the dayto-day or short term Planning or delivery of a Business Process or IT Service Management Process. The term Operational is also a synonym for Live. Cost resulting from running the IT Services. Often repeating payments. For example staff costs, hardware maintenance and electricity (also known as "current expenditure" or "revenue expenditure"). See Capital Expenditure. Synonym for Operational Cost.
Operare
Operational
Operational Cost
Cost Operational
Operational Expenditure (OPEX)
Cheltuieli Operationale (OPEX)

Operational Level Agreement (OLA) (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and another part of the same Organisation. An OLA supports the IT Service Provider's delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA between the IT Service Provider and a procurement department to obtain hardware in agreed times between the Service Desk and a Support Group to provide Incident Resolution in agreed times. See Service Level Agreement. (Service Operation) A physical location where IT Services and IT Infrastructure are monitored and managed. Synonym for IT Operations Control. Synonym for IT Operations Management. (Service Strategy) A Cost that is used in deciding between investment choices. Opportunity Cost represents the revenue that would have been generated by using the Resources in a different way. For example the Opportunity Cost of purchasing a new Server may include not carrying out a Service Improvement activity that the money could have been spent on. Opportunity cost analysis is used as part of a decision making processes, but is not treated as an actual Cost in any financial statement. Review, Plan and request Changes, in order to obtain the maximum Efficiency and Effectiveness from a Process, Configuration Item, Application etc. A company, legal entity or other institution. Examples of Organisations that are not companies include International Standards Organisation or itSMF. The term Organisation is sometimes used to refer to any entity which has People, Resources and Budgets. For example a Project or Business Unit. The result of carrying out an Activity; following a Process; delivering an IT Service etc. The term Outcome is used to refer to intended results, as well as to actual results. See Objective. (Service Strategy) Using an External Service Provider to manage IT Services. See Service Sourcing, Type III Service Provider. Acord pentru Nivelul Operational Agreat (al Serviciilor) (OLA) (Service Design) (Continual Service Improvement) Un Acord intre un Furnizor de Servicii IT si o alta structura din acceasi Organizatie. Un OLA reglementeaza prestarea de Servicii IT de catre Furnizorii de Servicii IT pentru Clienti. OLA defineste bunurile sau Serviciile oferite si responsabilitatile asumate de ambele parti. De exemplu, un OLA ar putea fi incheiat intre : Furnizorul de Servicii IT si un departament de achizitie pentru a asigura aprovizionarea cu echipament hardware la momente stabilite. Service Desk si Grupuri de Suport pentru a oferi Rezolvarea Incidentelor in intervalul de timp agreat. Vezi Acord Nivel Serviciu Agreat (Service Operations) O locatie fizica de unde Serviciile IT si Infrastructura IT sunt monitorizate si operate. Sinonim pentru Controlul Operatiunilor IT. Sinonim pentru Managementul Operatiunilor IT. (Service Strategy) Un Cost care este folosit pentru a decide intre mai mult variante de investitie. Reprezinta venitul care ar putea fi obtinut utilizand Resursele in diferite moduri. De exemplu, Costul de Oportunitate al achizitiei unui nou Server ar putea include neefectuarea unei activitati de Imbunatatire a Serviciilor efectuate cu aceiasi bani. Costul de Oportunitate este folosit ca element in procesul de luare al deciziilor, dar nu este tratat ca un Cost efectiv in nici un document financiar. Revizuieste, Planifica si solicita Schimbari, cu scopul de a obtine maximum de Eficienta si Efectivitate dintr-un Proces, Element de Configuratie, Aplicatie etc O companie, entitate legala sau alta institutie. Un exemplu de organizatie care nu este companie este Organizatia Internationala de Standardizare ISO sau itSMF.Termenul de Organizatie se refera uneori in mod general la orice structura care presupune Oameni, Resurse si Bugete. De exemplu un Proiect sau Unitate de Business. Urmare a desfasurarii unei Activitati, Proces sau a livrarii unui Serviciu IT etc. Termenul Rezultat este folosit atat pentru rezultatele obtinute efectiv cat si pentru cele estimate, urmarite sau dorite. Vezi Obiectiv. (Service Strategy ) Folosirea unor Furnizor de Servicii Extern pentru a administra Serviciile IT. Vezi Originea Serviciului, Furnizor de servicii de tip III.
Operations Bridge Operations Control Operations Management Opportunity Cost
Centru de Control Controlul Operatiunilor Managementul Operatiunilor Costul Oportunitatii
Optimise
Optimizare
Organisation
Organizatie
Outcome
Rezultat
Outsourcing
Externalizare

Overhead Pain Value Analysis Synonym for Indirect cost (Service Operation) A technique used to help identify the Business Impact of one or more Problems. A formula is used to calculate Pain Value based on the number of Users affected, the duration of the Downtime, the Impact on each User, and the cost to the Business (if known). (Service Operation) A technique used to prioritise Activities. The Pareto Principle says that 80% of the value of any Activity is created with 20% of the effort. Pareto Analysis is also used in Problem Management to prioritise possible Problem causes for investigation. A relationship between two Organisations which involves working closely together for common goals or mutual benefit. The IT Service Provider should have a Partnership with the Business, and with Third Parties who are critical to the delivery of IT Services. See Value Network. (Service Operation) Monitoring of a Configuration Item, an IT Service or a Process that relies on an Alert or notification to discover the current status. See Active Monitoring. Overhead Analiza Pain Value Sinonim pentru Cost Indirect (Service Operation) Tehnica folosita pentru a ajuta identificarea Impactului asupra Afacerii a uneia sau mai multor Probleme. Se foloseste o formula pentru a calcula Pain Value, pe baza numarul de Utilizatori afectati, durata Timpului de Intrerupere, Impactul asupra fiecarui Utilizator si pretul platit de Afacere (daca se poate calcula) (Service Operation) Tehnica folosita pentru a prioritiza Activitatile. Principiul Pareto spune ca 20% din efortul efectuarii unei Activitati este responsabil pentru obtinerea a 80% din rezultate. Analiza Pareto este, de asemenea, folosita in Managementul Problemelor pentru a prioritiza posibile cauze ale unor Probleme, pentru investigare. Relatie intre doua Organizatii care presupune colaborare pentru atingerea unor scopuri comune sau beneficii reciproce. Furnizorul de Servicii IT ar trebui sa functioneze in regim de parteneriat cu Afacerea precum si cu Parti Terte/Partenerii Externi care detin un rol cheie in furnizarea Serviciilor IT. Vezi: Value Network (Service Operation) ) Monitorizarea unui Element de Configuratie, Serviciu IT sau Proces care depinde de generarea unei Alerte sau notificari pentru a avea o privire de ansamblu corecta asupra starii sistemului. Vezi Monitorizare Activa. (Service Design) Un profil de Incarcare pentru unul sau mai multe Activitati ale unei Afaceri. Profilul Activitatilor unei Afaceri sunt folosite pentru a ajuta Furnizorul de Servicii IT sa inteleaga si sa planifice diferite nivele ale Activitatilor Afacerii. Vezi Profil de Utilizator. (Service Design) Perioada de timp, exprimata in procente, din intervalul de timp analizat in care o Componenta este utilizata. De exemplu, daca un procesor este utilizat timp de 1800 de secunde intr-o perioada de o ora, spunem ca utilizarea sa este de 50%. Termen folosit pentru a exprima valoarea rezultatelor obtinute sau livrate de un Sistem, persoana, echipa, Proces, sau Serviciu IT. (Service Strategy) O abordare a Culturii Organizationale care integreaza si gestioneaza active, conducerea si strategia, dezvoltarea profesionala a personalului, managementul performantei si inovatia. (Continual Service Improvement) Procesul responsabil de Activitatile Managementului Capacitatii zilnice. Include Monitorizarea, detectia Pragului(de alerta), analiza Performantei si Optimizarea, si implementarea Schimbarilor ca
Pareto Principle
Principiul Pareto
Partnership
Parteneriat
Passive Monitoring
Monitorizarea Pasiva
Pattern of Business Activity (PBA)
Percentage utilisation
(Service Strategy) A Workload profile of one or more Business Activities. Patterns of Business Activity are used to help the IT Service Provider understand and plan for different levels of Business Activity. See User Profile. (Service Design) The amount of time that a Component is busy over a given period of time. For example, if a CPU is busy for 1800 seconds in a one hour period, its utilisation is 50% A measure of what is achieved or delivered by a System, person, team, Process, or IT Service. (Service Strategy) An approach to Organisational Culture that integrates, and actively manages, leadership and strategy, people development, technology enablement, performance management and innovation. (Continual Service Improvement) The Process responsible for day-to-day Capacity Management Activities. These include Monitoring, Threshold detection, Performance analysis and Tuning, and implementing Changes related to
Profilul Activitatii de Afacere/ Business (PBA) Procent de Utilizare
Performance
Performanta
Performance Anatomy
Anatomia performantei
Performance Management
Managementul Performantei

Performance and Capacity. Pilot (Service Transition) A limited Deployment of an IT Service, a Release or a Process to the Live Environment. A Pilot is used to reduce Risk and to gain User feedback and Acceptance. See Test, Evaluation. A detailed proposal which describes the Activities and Resources needed to achieve an Objective. For example a Plan to implement a new IT Service or Process. ISO/IEC 20000 requires a Plan for the management of each IT Service Management Process. (Continual Service Improvement) A four stage cycle for Process management, attributed to Edward Deming. PlanDo-Check-Act is also called the Deming Cycle. PLAN: Design or revise Processes that support the IT Services. DO: Implement the Plan and manage the Processes. CHECK: Measure the Processes and IT Services, compare with Objectives and produce reports ACT: Plan and implement Changes to improve the Processes. (Service Design) Agreed time when an IT Service will not be available. Planned Downtime is often used for maintenance, upgrades and testing. See Change Window, Downtime. An Activity responsible for creating one or more Plans. For example, Capacity Planning. A Project management Standard maintained and published by the Project Management Institute. PMBOK stands for Project Management Body of Knowledge. See http://www.pmi.org/ for more information. See PRINCE2. Formally documented management expectations and intentions. Policies are used to direct decisions, and to ensure consistent and appropriate development and implementation of Processes, Standards, Roles, Activities, IT Infrastructure etc. (Service Design) A prefabricated building, or a large vehicle, provided by a Third Party and moved to a site when needed by an IT Service Continuity Plan. See Recovery Option, Fixed Facility. Pilot raspuns la evaluarea Performantei si Capacitatii. (Service Transition) O implementare limitata a Serviciilor IT, a unui Pachet de Distributie sau a unui Proces in Mediului de Productie. Un Pilot este folosit pentru a reduce Riscul, si pentru a obtine o evaluare si Acceptanta de la Utilizator. Vezi Test, Evaluare. Un proiect detaliat care descrie Activitatile si Resursele necesare pentru a atinge un Obiectiv. De exemplu, un Plan care implementeaza un Serviciu IT nou sau un Proces. ISO/IEC 20000 necesita un Plan pentru a administra fiecare Proces al Managementului Serviciilor IT. (Continual Service Improvement) Un ciclu din patru etape pentru gestionarea unui Proces, atribuit lui Edward Deming. Planifica-Executa-Verifica-Actioneaza mai poarta denumirea si de Ciclul Deming. PLANIFICA: Proiecteaza sau revizuieste Procesele care sustin Serviciile IT. EXECUTA: Implementeaza Planul si gestioneaza Procesele. VERIFICA: Masoara Procesele si Serviciile IT, le compara cu Obiectivele si creeaza rapoarte. ACTIONEAZA: Planifica si implementeaza Schimbarile pentru a imbunatatii Procesele. (Service Design) Un timp agreat, cand un Serviciu IT va fi indisponibil. Acest timp este des folosit pentru intretinere, upgrade-uri si testari. Vezi Fereastra de introducere a Schimbarilor, Timp de Intrerupere. O Activitate responsabila pentru crearea unuia sau mai multor Planuri. De exemplu, Planificarea Capacitatii. Un Standard pentru Managementul Proiectelor intretinut si publicat de Institutul de Management ale Proiectelor PMI. PMBOK provine de la Setul de Cunostinte in Managementul de Proiect. Pentru mai multe informatii acceseaza http://www.pmi.org/. Vezi PRINCE2. Asteptarile si intentiile manageriale documentate oficial. Politicile sunt folosite pentru a directiona deciziile si pentru a asigura dezvoltarea consistenta si potrivita, precum si implementarea Proceselor, Standardelor, Rolurilor, Activitatilor, Infrastructurii IT etc. (Service Design) O constructie prefabricata, sau un vehicul mare, provenit de la o Terta Parte si pozitionata intr-o locatie atunci cand este nevoie intr-un Plan de Continuitate al Serviciului IT. Vezi Variante de Recuperare, Facilitate Fixa.
Plan
Plan
Plan-DoCheck-Act
PlanificaExecutaVerificaActioneaza (PDCA)
Planned Downtime
Timp de Intrerupere Planificat
Planning PMBOK
Planificare PMBOK
Policy
Politica
Portable Facility
Facilitate Mobila (sens de constructie mobila)

Post Implementatio n Review (PIR) Practice A Review that takes place after a Change or a Project has been implemented. A PIR determines if the Change or Project was successful, and identifies opportunities for improvement. A way of working, or a way in which work must be done. Practices can include Activities, Processes, Functions, Standards and Guidelines. See Best Practice. An Activity that needs to be completed, or a condition that needs to be met, to enable successful implementation of a Plan or Process. A PFS is often an output from one Process that is a required input to another Process. (Service Strategy) The Activity for establishing how much Customers will be Charged. The standard UK government methodology for Project management. See http://www.ogc.gov.uk/prince2/ for more information. See PMBOK. (Service Transition) (Service Operation) A Category used to identify the relative importance of an Incident, Problem or Change. Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken. For example the SLA may state that Priority2 Incidents must be resolved within 12 hours. (Service Operation) Monitoring that looks for patterns of Events to predict possible future Failures. See Reactive Monitoring. (Service Operation) Part of the Problem Management Process. The Objective of Proactive Problem Management is to identify Problems that might otherwise be missed. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management Processes to identify trends or significant Problems. (Service Operation) A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation. (Service Operation) The Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimise the Impact of Incidents that cannot be prevented. Analiza Post Implementare (PIR) Practica O Revizuire care are loc dupa ce o Schimbare sau un Proiect ce tocmai a fost implementat(a). Un PIR determina daca Schimbarea sau Proiectul a fost realizat cu succes si identifica oportunitatile pentru imbunatatire. Un mod de lucru sau un mod prin care acel lucru trebuie realizat. Practicile pot include: Activitati, Procese, Functii, Standarde si Indrumari. Vezi Buna Practica. O Activitate care trebuie terminata sau o conditie care trebuie intrunita pentru a avea loc implementarea cu succes, a unui Plan sau al unui Proces. Un PFS este rezultatul unui Proces care la randul lui este o intrare catre un alt Proces. (Service Strategy) Activitatea de a stabili cu cat vor fi Taxati Clientii. Metodologia standard a guvernului UK pentru Managementului de Proiect. Pentru mai multe informatii vezi http://www.ogc.gov.uk/prince2/. Vezi PMBOK. (Service Transition) (Service Operation) O Categorie folosita pentru a identifica importanta relativa a unui Incident, a unei Probleme sau a unei Schimbari. Prioritatea se bazeaza pe Impact si pe Urgenta si este folosita pentru a identifica timpii necesari pentru ca activitatile sa aiba loc. De exemplu SLA poate preciza ca Incidentele de timpul Priority2 sa fie rezolvate in maxim 12 ore. (Service Operation) Monitorizarea care cauta trend-uri ale unor Evenimente in scopul prezicerii unor posibile viitoare Defectiuni. Vezi Monitorizarea Reactiva. (Service Operation) Parte din Procesul Managementului Problemelor. Obiectivul Managementului Proactiv al Problemelor este de a identifica Problemele, care altfel ar trece neobservate. Managementul Proactiv al Problemelor analizeaza Inregistrarile Incidentelor si foloseste datele colectate de alte Procese ale Managementului Serviciilor IT pentru a identifica tendintele sau Problemele semnificative. (Service Operation) Cauza din spatele unuia sau mai multor Incidente. Cauza, nu este de obicei cunoscuta in momentul crearii unei Inregistrari a Problemei, iar Procesul de Management al Problemelor este responsabil pentru investigatiile ulterioare. (Service Operation) Procesul responsabil pentru gestionarea Ciclului de Viata al tuturor Problemelor. Obiectivele primare ale Managementului Problemelor sunt de a preveni ca Incidentele sa se produca si de a minimiza Impactul Incidentelor care nu pot fi prevenite.
Prerequisite for Success (PFS) Pricing PRINCE2
Conditie Necesara pentru Succes (PFS) Stabilire preturi PRINCE2
Priority
Prioritate
Proactive Monitoring Proactive Problem Management
Monitorizare Proactiva Management Proactiv al Problemelor
Problem
Problema
Problem Management
Managementul Problemelor

Problem Record Procedure (Service Operation) A Record containing the details of a Problem. Each Problem Record documents the Lifecycle of a single Problem. A Document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes. See Work Instruction. A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed. The Activity of planning and regulating a Process, with the Objective of performing the Process in an Effective, Efficient, and consistent manner. A Role responsible for Operational management of a Process. The Process Manager's responsibilities include Planning and co-ordination of all Activities required to carry out, monitor and report on the Process. There may be several Process Managers for one Process, for example regional Change Managers or IT Service Continuity Managers for each data centre. The Process Manager Role is often assigned to the person who carries out the Process Owner Role, but the two Roles may be separate in larger Organisations. A Role responsible for ensuring that a Process is Fit for Purpose. The Process Owners responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its Metrics. This Role is often assigned to the same person who carries out the Process Manager Role, but the two Roles may be separate in larger Organisations. Synonym for Live Environment. (Service Strategy) A Business Unit which charges for Services provided. A Profit Centre can be created with the objective of making a profit, recovering Costs, or running at a loss. An IT Service Provider can be run as a Cost Centre or a Profit Centre. A template, or example Document containing example data that will be replaced with the real values when these are available. Inregistrare a Problemei Procedura (Service Operation) O Inregistrare continand detalii ale unei Probleme. Fiecare Inregistrare a Problemei documenteaza Ciclul de Viata al unei singure Probleme. Un Document ce contine pasi care specifica modul de a duce la bun sfarsit o Activitate. Procedurile sunt definite ca facand parte din Procese. Vezi Instructiune de Munca. Un set structurat de Activitati proiectate pentru a atinge un Obiectiv specific. Un Proces porneste cu anumite intrari si le transforma in rezultatul dorit. Un Proces poate include Rolurile, responsabilitatile, instrumente si Controale de management, necesare pentru a livra cu incredere rezultatele dorite. Un Proces poate defini, daca sunt necesare, Politici, Standarde, Indrumare, Activitati si Instructiuni de Lucru. Activitatea de a planifica si de a regla un Proces, cu Obiectivul de a indeplini un Proces intr-o maniera Efectiva, Eficienta si consistenta. Un Rol responsabil pentru managementul Operational al unui Proces. Responsabilitatile Managerului de Proces includ Planificarea si coordonarea tuturor Activitatilor necesare indeplinirii, monitorizarii si raportarii unui Proces. Pot fi mai multi Manageri de Proces pentru un Proces, de exemplu Manageri de Schimare regionala sau Manageri al Continuitatii Serviciilor IT pentru fiecare centru de date. Rolul Managerului de Proces este des atribuit persoanei care indeplineste rolul Responsabilului de Proces, dar cele doua roluri pot fi separate intr-o Organizatie mai mare. Un Rol responsabil ca Procesul este Potrivit pentru Scop. Raspunderile Responsabilului de Proces includ sponsorizarea, Proiectarea, Managementul Schimbarii si imbunatatirea continua a Procesului si a Metricelor (de performanta) al acestuia. Acest rol este des atribuit aceleiasi persoane care indeplineste Rolul Managerului de Proces, dar cele doua Roluri pot fi separate intr-o Organizatie mai mare. Sinonim cu Mediu de Productie (Live Environment). (Service Strategy) O Unitate de Afacere care taxeaza pentru Serviciile furnizate. Un Centru de Profit poate fi creat cu obiectivul de a realiza profit, de a-si recupera Costurile sau de a functiona in pierdere. Un Furnizor de Servicii IT poate functiona ca un Centru de Cost sau ca un Centru de Profit. Un model sau un exemplu de Document care contine date, ca si un exemplu de completare, ce vor fi inlocuite cu valori reale cand acestea vor fi disponibile.
Process
Proces
Process Control Process Manager
Controlul Procesului Manager de Proces
Process Owner
Responsabil de Proces
Production Environment Profit Centre
Mediu de Productie Centru de Profit
pro-forma
Proforma

Programme A number of Projects and Activities that are planned and managed together to achieve an overall set of related Objectives and other Outcomes. A temporary Organisation, with people and other Assets required to achieve an Objective or other Outcome. Each Project has a Lifecycle that typically includes initiation, Planning, execution, Closure etc. Projects are usually managed using a formal methodology such as PRINCE2. (Service Transition) A Document that identifies the effect of planned Changes, maintenance Activities and Test Plans on agreed Service Levels. See PRINCE2 Program Un numar de Proiecte si Activitati care sunt planificate si administrate impreuna pentru a atinge un set global de Obiective si de Rezultate. O Organizatie temporara, cu oameni si alte Bunuri necesare pentru a atinge un Obiectiv sau alte Rezultate. Fiecare Proiect are un Ciclu de Viata tipic care include initierea, Planificarea, executia, Inchierea etc. Proiectele sunt deseori administrate folosind metode formale, cum ar fi PRINCE2. (Service Transition) Un Document care identifica efectul planificarii Schimbarilor, Activitatilor de intretinere si Planurilor de Testare a Nivelelor de Servicii agreate. Vezi PRINCE2.
Project
Proiect
Projected Service Outage (PSO) PRojects IN Controlled Environments (PRINCE2) Qualification
Quality
(Service Transition) An Activity that ensures that IT Infrastructure is appropriate, and correctly configured, to support an Application or IT Service. See Validation. The ability of a product, Service, or Process to provide the intended value. For example, a hardware Component can be considered to be of high Quality if it performs as expected and delivers the required Reliability. Process Quality also requires an ability to monitor Effectiveness and Efficiency, and to improve them if necessary. See Quality Management System. (Service Transition) The Process responsible for ensuring that the Quality of a product, Service or Process will provide its intended Value. (Continual Service Improvement) The set of Processes responsible for ensuring that all work carried out by an Organisation is of a suitable Quality to reliably meet Business Objectives or Service Levels. See ISO 9000. (Continual Service Improvement) An improvement Activity which is expected to provide a Return on Investment in a short period of time with relatively small Cost and effort. See Pareto Principle. (Service Design) (Continual Service Improvement) A Model used to help define Roles and Responsibilities. RACI stands for Responsible, Accountable, Consulted and Informed.
Indisponibilitate Planificata a Serviciului (PSO) Proiecte in Medii Controlate (PRINCE2) Calificare
Calitate
Quality Assurance (QA) Quality Management System (QMS)
Asigurarea Calitatii (QA) Sistem de Management al Calitatii (QMS)
Quick Win
Quick Win (Castiguri Rapide)
RACI
RACI
(Service Transition) O Activitate care sa asigure ca Infrastructura IT este adecvata si corect configurata pentru a sustine o Aplicatie sau un Serviciu IT. Vezi Validare. Abilitatea unui produs, Serviciu sau Proces de a furniza valoarea specificata formal. De exemplu, o Componenta hardware poate fi considerata de Calitate ridicata, daca functioneaza conform asteptarilor si furnizeaza Gradul de Incredere (in acea componenta) necesar. Calitatea Proceselor necesita adesea abilitatea de a monitoriza Efectivitatea si Eficienta si imbunatatirea daca este necesar. Vezi Sistemul de Management al Calitatii. (Service Transition) Procesul responsabil pentru a se asigura ca, Calitatea unui produs, Serviciu sau Proces va furniza Valoarea planificata. (Continual Service Improvement) Setul de Procese responsabile cu asigurarea ca toata munca realizata de catre Organizatie este de o Calitate corespunzatoare asigurandu-se ca se indeplinesc Obiectivele Afacerii sau Nivelele Serviciilor Vezi ISO 9000. (Continual Service Improvement) O Activitate de imbunatatire de la care se asteapta sa furnizeze Profitabilitate a Investitiei intr-o perioada scurta de timp cu un Cost si un efort minim. Vezi Principiul Pareto. (Service Design) (Continual Service Improvement) Un Model folosit pentru a ajuta la definirea Rolurilor si a Responsabilitatilor. RACI este un acronim pentru Manager (al activitatii), Responsabil, Consultat si Informat.

See Stakeholder. Reactive Monitoring (Service Operation) Monitoring that takes action in response to an Event. For example submitting a batch job when the previous job completes, or logging an Incident when an Error occurs. See Proactive Monitoring. (Service Design) A Recovery Option. An agreement between two Organisations to share resources in an emergency. For example, Computer Room space or use of a mainframe. A Document containing the results or other output from a Process or Activity. Records are evidence of the fact that an Activity took place and may be paper or electronic. For example, an Audit report, an Incident Record, or the minutes of a meeting. (Service Design) (Service Operation) Returning a Configuration Item or an IT Service to a working state. Recovery of an IT Service often includes recovering data to a known consistent state. After Recovery, further steps may be needed before the IT Service can be made available to the Users (Restoration). (Service Design) A Strategy for responding to an interruption to Service. Commonly used Strategies are Do Nothing, Manual Workaround, Reciprocal Arrangement, Gradual Recovery, Intermediate Recovery, Fast Recovery, Immediate Recovery. Recovery Options may make use of dedicated facilities, or Third Party facilities shared by multiple Businesses. (Service Operation) The maximum amount of data that may be lost when Service is Restored after an interruption. Recovery Point Objective is expressed as a length of time before the Failure. For example a Recovery Point Objective of one day may be supported by daily Backups, and up to 24 hours of data may be lost. Recovery Point Objectives for each IT Service should be negotiated, agreed and documented, and used as Requirements for Service Design and IT Service Continuity Plans. (Service Operation) The maximum time allowed for recovery of an IT Service following an interruption. The Service Level to be provided may be less than normal Service Level Targets. Recovery Time Objectives for each IT Service should be negotiated, agreed and documented. Monitorizare Reactiva Vezi Mandatat. (Service Operation) Monitorizarea ce are loc ca raspuns la un Eveniment. De exemplu, executarea unui pachet de activitati in momentul in care activitatea anterioara s-a finalizat, sau logarea unui Incident atunci cand apare o Eroare. Vezi Monitorizarea Proactiva. (Service Design) O Optiune de Recuperare. O intelegere intre doua Organizatii de a imparti resursele in cazul unei urgente. De exemplu, spatiul alocat pentru camera serverelor sau un calculator de mare putere/mainframe. Un Document ce contine rezultate sau alte iesiri provenite de la un Proces sau Activitate. Inregistrarile reprezinta dovada ca o Activitate a avut loc si pot fi in format pe hartie sau electronic. De exemplu, un raport de Audit, o Inregistrare a unui Incident sau minutele unei intalniri. (Service Design) (Service Operation) Restaurarea unui Element de Configuratie sau a unui Serviciu IT la o stare de functionare. Recuperarea unui Serviciu IT include, de obicei, recuperarea datelor la o situatie de consistent cunoscuta. Dupa Recuperare, mai sunt necesari cativa pasi de executat inainte ca Serviciul IT sa fie disponibil pentru Utilizatori (Restaurarea). (Service Design) O Strategie de raspuns la o intrerupere a unui Serviciu. Strategii des folosite sunt Optiunea A nu face nimic, Solutie Temporara Manuala, Optiunea Intelegere Reciproca, Optiunea Recuperare Progresiva, Recuperare Intermediata, Optiunea Recuperare Rapida, Optiunea Recuperare Imediata. Variantele de Recuperare pot folosi facilitati dedicate sau facilitatile unei Parti Terte impartite de mai multe Afaceri. (Service Operation) Cantitatea maxima de date ce poate fi pierduta atunci cand Serviciul este Restaurat dupa o intrerupere. Obiectivul Punct de Recuperare este exprimat ca un interval de timp inaintea Defectiunii. De exemplu Obiectivul Punct de Recuperare de 1 zi poate fi sustinut de Salvarile de Date (Back-up) zilnice, astfel pot fi pierdute cel mult datele din ultimele 24 de ore. Obiectivul Punct de Recuperare pentru fiecare Serviciu IT trebuie negociat, acceptat si documentat, si folosit ca o Cerinta pentru Proiectarea Serviciului si a Planului de Continuitate al Serviciului IT. (Service Operation) Timpul maxim permis pentru recuperarea unui Serviciu IT ca urmare a unei intreruperi. Nivelul Serviciului furnizat poate fi mai mic decat Norma Nivelului Serviciului. Obiectivul Durata de Recuperare pentru fiecare Serviciu IT ar trebui negociat, acceptat si documentat.
Reciprocal Arrangement
Optiunea Intelegere Reciproca Inregistrare
Record
Recovery
Recuperare
Recovery Option
Optiuni/ Variante de Recuperare
Recovery Point Objective (RPO)
(Obiectivul) Punct de Recuperare (RPO)
Recovery Time Objective (RTO)
(Obiectivul) Durata de Recuperare (RTO)

See Business Impact Analysis. Redundancy Synonym for Fault Tolerance. The term Redundant also has a generic meaning of obsolete, or no longer needed. A connection or interaction between two people or things. In Business Relationship Management it is the interaction between the IT Service Provider and the Business. In Configuration Management it is a link between two Configuration Items that identifies a dependency or connection between them. For example Applications may be linked to the Servers they run on, IT Services have many links to all the CIs that contribute to them. The ISO/IEC 20000 Process group that includes Business Relationship Management and Supplier Management. (Service Transition) A collection of hardware, software, documentation, Processes or other Components required to implement one or more approved Changes to IT Services. The contents of each Release are managed, Tested, and Deployed as a single entity. (Service Transition) The Process responsible for both Release Management and Deployment. Redundant Vezi Analiza de Impact asupra Afacerii. Sinonim pentru Tolerant la Defecte. Termenul de Redundanta are, de asemeni, un inteles generic de invechit, demodat sau ceva de care nu mai este nevoie. O legatura sau interactiune intre doi oameni sau doua lucruri. In Managementul Relatiilor de Afaceri aceasta reprezinta interactiunea dintre Furnizorul de Servicii IT si Afacere. In Managementul Configuratiei reprezinta o legatura intre doua Elemente de Configuratie care identifica o dependenta sau o legatura intre acestea. De exemplu, Aplicatiile pot fi legate de Serverele pe care ruleaza, Serviciile IT pot avea mai multe legaturi cu Elementele de Configuratie care contribuie la livrarea lor. Grupul Procesului ISO/IEC 20000 ce include Managementul Relatiilor de Afacere si Managementul Furnizorilor. (Service Transition) O colectie de hardware, software, documente, Procese sau alte Componente necesare pentru a implementa una sau mai multe Schimbari aprobate unor Servicii IT. Continutul fiecarui Pachet de Distribuitie este administrat, Testat si Distribuit ca o entitate unica. (Service Transition) Procesul responsabil pentru Managementul Pachetelor de Distributie/Release si Distributiei.
Relationship
Relatie
Relationship Processes Release
Procese de Relationare Pachet de Distributie
Release and Deployment Management
Release Identification
(Service Transition) A naming convention used to uniquely identify a Release. The Release Identification typically includes a reference to the Configuration Item and a version number. For example Microsoft Office 2003 SR2. (Service Transition) The Process responsible for Planning, scheduling and controlling the movement of Releases to Test and Live Environments. The primary Objective of Release Management is to ensure that the integrity of the Live Environment is protected and that the correct Components are released. Release Management is part of the Release and Deployment Management Process.
Managementul Pachetelor de Distributie/ Release si Distributiei Identificatorul Pachetului de Distributie
Release Management
Managementul Pachetelor de Distributie/ Release
Release Process
The name used by ISO/IEC 20000 for the Process group that includes Release Management. This group does not include any other Processes. Release Process is also used as a synonym for Release Management Process.
Procesul de Distributie
(Service Transition) O conventie de nume folosita pentru a identifica unic un Pachet de Distributie. Identificatorul Pachetului de Distributie include referinta catre Elementele de Configuratie si numarul versiunii. De exemplu Mircrosoft Office 2003 SR2. (Service Transition) Procesul responsabil pentru Planificarea, programarea si controlarea deplasarii Pachetelor de Distributie catre Mediile de Test si Productie. Obiectivul principal al Managementului Pachetelor de Distributie/Release este de a se asigura ca integritatea Mediului de Productie este protejata si ca toate Componentele sunt distribuite corect. Managementul Pachetelor de Distributie/Release este o parte a Procesului Managementul Pachetelor de Distributie/ Release si Distributiei. Numele folosit de catre ISO/IEC 20000 pentru grupul de Procese care includ Managementul Pachetelor de Distributie. Acest grup nu include nici un alt Proces. Procesul de Distributie este de asemenea folosit ca un sinonim pentru Procesele Managementului Pachetelor de Distributie.

Release Record (Service Transition) A Record in the CMDB that defines the content of a Release. A Release Record has Relationships with all Configuration Items that are affected by the Release. (Service Transition) Components of an IT Service that are normally Released together. A Release Unit typically includes sufficient Components to perform a useful Function. For example one Release Unit could be a Desktop PC, including Hardware, Software, Licenses, Documentation etc. A different Release Unit may be the complete Payroll Application, including IT Operations Procedures and User training. Synonym for Change Window. Inregistrarea despre un Pachet de Distributie Unitate a Pachetului de Distributie (Service Transition) O Inregistrare in CMDB ce defineste continutul unui Pachet de Distributie. Inregistrarea despre un Pachet de Distributie are Relatii cu toate Elementele de Configuratie care sunt afectate de Distributie. (Service Transition) Componentele unui Serviciu IT care sunt de obicei Distribuite impreuna. Unitatea Pachetului de Distributie include Componente suficiente pentru a indeplini o Functie folositoare. De exemplu o Unitate Pachet de Distributie poate fi un Desktop PC, ce contine hardware, software, licente si documentatie etc. O Unitate Pachet de Distributie diferita poate fi o Aplicatie de Salarizare, ce include Procedurile Operatiunilor IT si trainingul Utilizatorilor. Sinonim cu Fereastra de introducere a Schimbarilor.
Release Unit
Release Window
Reliability
Remediation Repair Request for Change (RFC)
(Service Design) (Continual Service Improvement) A measure of how long a Configuration Item or IT Service can perform its agreed Function without interruption. Usually measured as MTBF or MTBSI. The term Reliability can also be used to state how likely it is that a Process, Function etc. will deliver its required outputs. See Availability. (Service Transition) Recovery to a known state after a failed Change or Release. (Service Operation) The replacement or correction of a failed Configuration Item. (Service Transition) A formal proposal for a Change to be made. An RFC includes details of the proposed Change, and may be recorded on paper or electronically. The term RFC is often misused to mean a Change Record, or the Change itself. (Service Operation) The Process responsible for managing the Lifecycle of all Service Requests. (Service Design) A formal statement of what is needed. For example a Service Level Requirement, a Project Requirement or the required Deliverables for a Process. See Statement of Requirements. (Service Design) The ability of a Configuration Item or IT Service to resist Failure or to Recover quickly following a Failure. For example, an armoured cable will resist failure when put under stress.
Fereastra de introducere a Pachetului de Distributie Incredere (gradul de incredere in functionare neintrerupta)
Remediere Reparare Cerere de Schimbare (RFC)
Request Fulfilment Requirement
Indeplinirea/ Satisfacerea Cerintelor Cerinta
(Service Design) (Continual Service Improvement) O masura a faptului cat de mult Elementele de Configuratie sau Serviciile IT pot efectua, fara intrerupere, Functiile agreate. De obicei, este masurata ca MTBF sau MTBSI. Termenul de Incredere mai poate fi folosit pentru a specifica cat de aproape un Proces, o Functie etc poate sa livreze rezultatele cerute. Vezi Disponibilitate. (Service Transition) Recuperarea catre o stare cunoscuta dupa un esec al Schimbarii sau al unui Pachet de Distributie. (Service Operation) Inlocuirea sau corectarea unui Element de Configuratie esuat. (Service Transition) O propunere formala pentru ca o Schimbare sa fie realizata. Un RFC include detaliile propunerii de Schimbare si poate fi inregistrata pe hartie sau electronic. Termenul RFC este des folosit necorespunzator pentru a se referi la o Inregistrare a unei Schimbari sau chiar la Schimbarea insasi. (Service Operation) Procesul responsabil pentru administrarea Ciclului de Viata al tuturor Cerintelor de Servicii. (Service Design) O declaratie formala ce contine elementele care sunt necesare la un moment dat. De exemplu, o Cerinta a Nivelul Serviciului, o Cerinta de Proiect sau Livrabilele unui Proces. Vezi Definirea Cerintelor. (Service Design) Abilitatea unui Element de Configuratie sau a unui Serviciu IT de a rezista la Defectare sau de a se Recupera rapid dupa o Defectare. De exemplu, un cablu armat va rezista defectarii atunci cand acesta va fi supus la un
Resilience
Rezistenta (la Intrerupere)

See Fault Tolerance. Resolution (Service Operation) Action taken to repair the Root Cause of an Incident or Problem, or to implement a Workaround. In ISO/IEC 20000, Resolution Processes is the Process group that includes Incident and Problem Management. The ISO/IEC 20000 Process group that includes Incident Management and Problem Management. (Service Strategy) A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service. Resources are considered to be Assets of an Organisation. See Capability, Service Asset. A measure of the time taken to complete an Operation or Transaction. Used in Capacity Management as a measure of IT Infrastructure Performance, and in Incident Management as a measure of the time taken to answer the phone, or to start Diagnosis. A measurement of the time taken to respond to something. This could be Response Time of a Transaction, or the speed with which an IT Service Provider responds to an Incident or Request for Change etc. See Restore. (Service Operation) Taking action to return an IT Service to the Users after Repair and Recovery from an Incident. This is the primary Objective of Incident Management. (Service Transition) Permanent removal of an IT Service, or other Configuration Item, from the Live Environment. Retired is a stage in the Lifecycle of many Configuration Items. (Service Strategy) (Continual Service Improvement) A measurement of the expected benefit of an investment. In the simplest sense it is the net profit of an investment divided by the net worth of the assets invested. See Net Present Value, Value on Investment. (Service Design) The phase of an IT Service Continuity Plan during which full normal operations are resumed. For example, if an alternate data centre has been in use, then this phase will bring the primary data centre back into operation, and restore the ability to invoke IT Service Continuity Plans again. Rezolvare test specific. Vezi Toleranta la Defecte. (Service Operation) Actiunea luata pentru a repara Cauza Principala a unui Incident sau a unei Probleme, sau pentru a implementa o Solutie Temporara. In ISO/IEC 2000, Procesele de Rezolvare reprezinta grupul de Procese ce includ Managementul Incidentelor si Problemelor. Grupul Procesului ISO/IEC2000 ce include Managementul Incidentelor si Problemelor. (Service Strategy) Un termen generic care include Infrastructura IT, personal, bani sau orice altceva care poate ajuta la livrarea Serviciului IT. Resursele sunt considerate Bunuri ale unei Organizatii. Vezi Capabilitate, Bunurile Serviciului. O masura de timp luata pentru a duce la bun sfarsit o Operatie sau o Tranzactie. Este folosit in Managementul Capacitatii ca o masura a Performantelor Infrastructurii IT, si in Managementul Incidentelor ca o masura a timpului scurs pana la preluarea apelului, sau pentru a incepe Diagnoza. O masura de timp, pentru a reactiona la un lucru. Aceasta poate fi Timpul de Raspuns al unei Tranzactii, sau viteza cu care un Furnizor de Servicii IT raspunde unui Incident sau unei Cereri de Schimbare etc. Vezi Restaurare. (Service Operation) Luarea de actiuni de a restaura un Serviciu IT catre Utilizatori dupa Reparea si Recuperarea dintr-un Incident. Acesta este Obiectivul principal al Managementului Incidentelor. (Service Transition) Retragerea permanenta a unui Serviciu IT sau al altui Element de Configuratie din Mediul de Productie. Retragerea este o etapa in Ciclul de Viata al multor Elemente de Configuratie. (Service Strategy) (Continual Service Improvement) O masurare a beneficiului asteptat dintr-o investitie. In cel mai simplu sens, acesta reprezinta profitul net al unei investitii impartit la valoarea neta a bunurilor investite. Vezi Valoare Neta Prezenta, Valoare din Investitie. (Service Design) Faza unui Plan de Continuitate al Serviciului IT in timpul careia operatiunile normale sunt restaurate. De exemplu, daca a fost folosit un centru de date alternativ, aceasta este faza care va readuce centrul de date principal inapoi in operational si va restaura abilitatea de a invoca din nou Planul de Continuitate al Serviciului IT.
Resolution Processes Resource
Proces de Rezolvare Resursa
Response Time
Timp de Raspuns
Responsivene ss
Viteza de Raspuns
Restoration of Service Restore
Restaurarea Serviciului Restaurare
Retire
Retras / Casare
Return on Investment (ROI)
Profitabilitatea Investitiei (ROI)
Return to Normal
Revenire la Starea Normala

Review An evaluation of a Change, Problem, Process, Project etc. Reviews are typically carried out at predefined points in the Lifecycle, and especially after Closure. The purpose of a Review is to ensure that all Deliverables have been provided, and to identify opportunities for improvement. See Post Implementation Review. (Service Operation) Entitlements, or permissions, granted to a User or Role. For example the Right to modify particular data, or to authorize a Change. A possible Event that could cause harm or loss, or affect the ability to achieve Objectives. A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred. The initial steps of Risk Management. Analysing the value of Assets to the business, identifying Threats to those Assets, and evaluating how Vulnerable each Asset is to those Threats. Risk Assessment can be quantitative (based on numerical data) or qualitative. The Process responsible for identifying, assessing and controlling Risks. See Risk Assessment. A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by a single person. (Service Transition) Synonym for Deployment. Most often used to refer to complex or phased Deployments or Deployments to multiple locations. (Service Operation) The underlying or original cause of an Incident or Problem. (Service Operation) An Activity that identifies the Root Cause of an Incident or Problem. RCA typically concentrates on IT Infrastructure failures. See Service Failure Analysis. Synonym for Operational Costs The ability of an IT Service, Process, Configuration Item etc. to perform its agreed Function when the Workload or Scope changes. Revizuire/ Evaluare O evaluare a Schimbarii, Problemei, Procesului, Proiectului etc. Revizuirile sunt indeplinite in puncte predefinite ale Ciclului de Viata, in special dupa Inchidere. Scopul Revizuirii este de a se asigura ca toate Livrabilele au fost furnizate si de a identifica oportunitati de imbunatatire. Vezi Analiza Post Implementare. (Service Operation) Drepturile sau permisiunile admise unui Utilizator sau unui Rol. De exemplu Dreptul de a modifica anumite date particulare sau de a autoriza Schimbarea. Un posibil Eveniment care poate cauza daune sau pierderi sau poate afecta abilitatea de a atinge Obiectivele. Riscul este masurat de probabilitatea Amenintarilor, Vulnerabilitatilor Bunurilor la acele Amenintari si de Impactul ce poate apare, daca evenimentul se intampla. Pasii initiali in Managementului Riscului. Analizarea valorii Bunurilor asupra afacerii, identificand Amenintarilor asupra acelor Bunuri si evaluand cat de Vulnerabil este fiecare Bun in fata acestor Amenintari. Evaluarea Riscului poate fi cantitativa (bazata pe date numerice) sau calitativa. Procesul responsabil pentru identificarea, evaluarea si controlarea Riscurilor. Vezi Evaluarea Riscului. Un grup de responsabilitati, Activitati si autoritati permise unei persoane sau echipe. Un Rol este definit intr-un Proces. O persoana sau o echipa poate indeplini multiple roluri, de exemplu Rolurile Managerului de Configuratii si cele ale Managerului Schimbarii pot fi indeplinite de catre o singura persoana. (Service Transition) Sinonim cu Distribuire. Cel mai des se refera la Distributii complexe sau esalonate sau la Distribuiri catre mai multe locatii. (Service Operation) Cauzele fundamentale sau originale ale unui Incident sau ale unei Probleme. (Service Operation) Activitatea care identifica Cauza Principala a unui Incident sau al unei Probleme. De obicei RCA se concentreaza asupra Defectelor Infrastructurii IT. Vezi Analiza Intreruperii Serviciului. Sinonim cu Costuri Operationale. Abilitatea unui Serviciu IT, Proces, Element de Configuratie etc, de a-si indeplini Functiile convenite atunci cand Incarcarea sau Scopul se schimba.
Rights
Drepturi
Risk
Risc
Risk Assessment
Evaluarea Riscului
Risk Management Role
Managementul Riscului Rol
Rollout
Distributie
Root Cause Root Cause Analysis (RCA) Running Costs Scalability
Cauza Principala Analiza Cauzei Principale (RCA) Costuri de Intretinere Scalabilitate

Scope The boundary, or extent, to which a Process, Procedure, Certification, Contract etc. applies. For example the Scope of Change Management may include all Live IT Services and related Configuration Items, the Scope of an ISO/IEC 20000 Certificate may include all IT Services delivered out of a named data centre. (Service Operation) The second level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources. See Information Security Management Synonym for Information Security Management Synonym for Information Security Policy (Service Strategy) An approach to Designing a solution or IT Service that divides the problem into pieces that can be solved independently. This approach separates "what" is to be done from "how" it is to be done. (Service Operation) A computer that is connected to a network and provides software Functions that are used by other computers. A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks. (Service Transition) A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements and that the IT Service Provider is ready to Operate the new IT Service when it has been Deployed. See Acceptance. (Service Strategy) A technique used in the Assessment of the Business Impact of Incidents. Service Analytics Models the dependencies between Configuration Items, and the dependencies of IT Services on Configuration Items. Any Capability or Resource of a Service Provider. See Asset. (Service Transition) The Process responsible for both Configuration Management and Asset Management. Scop Limita sau granita pana la care un Proces, o Procedura, o Certificare, un Contract etc se aplica. De exemplu Scopul Managementului Schimbarii poate include toate Serviciile IT aflate in Productie si Elementele de Configuratie relationate, Scopul unui Certificat ISO/IEC 20000 poate include toate Serviciile IT indeplinite de un anumit centru de date. (Service Operation) Al doilea nivel al ierarhiei Grupurilor de Suport implicate in rezolvarea Incidentelor sau in investigarea Problemelor. Fiecare nivel contine mai multe abilitati specializate, sau mai mult timp, sau alte Resurse. Vezi Managementul Securitatii Informatiei. Sinonim cu Managementul Securitatii Informatiei. Sinonim cu Politica Securitatii Informatiei. (Service Strategy) O tehnica de Proiectarea unei solutii sau a unui Serviciu IT care imparte problema in parti ce pot fi rezolvate individual. Aceasta tehnica separa ce este de facut de cum ar trebui facut. (Service Operation) Un calculator ce este conectat la o retea si furnizeaza Functii software folosite de catre alte calculatoare. Mijloace de a livra valoarea catre Clienti prin facilitarea acelor Rezultate/Obiective pe care Clientii le doresc sa fie atinse, fara detinerea Costurilor si Riscurilor specifice. (Service Transition) Un grup de criterii folosite pentru a se asigura ca un Serviciu IT isi atinge functionalitatea si Cerintele de Calitate, si ca Furnizorul Serviciilor IT este gata sa Opereze noul Serviciu IT atunci cand acesta va fi Distribuit. Vezi Acceptanta. (Service Strategy) O tehnica folosita in Evaluarea Impactului asupra Afacerii din Incidentelor. Analiza Serviciului Modeleaza dependentele dintre Elementele de Configuratie, si dependentele Serviciilor IT de Elementele de Configuratie. Orice Capabilitate sau Resursa a Furnizorului de Servicii. Vezi Bunuri. (Service Transition) Procesul responsabil pentru Managementul Configuratiilor si Managementul Mijloacelor Fixe.
Second-line Support
Al doilea nivel de Suport
Security Security Management Security Policy Separation of Concerns (SoC) Server
Securitate Managementul Securitatii Politica de Securitate Divizarea unei Probleme (SoC) Server
Service
Serviciu
Service Acceptance Criteria (SAC)
Criteriu de Acceptanta a Serviciului (SAC) Analiza Serviciului
Service Analytics
Service Asset Service Asset and Configuration Management (SACM)
Bunuri ale Serviciului Managementul Mijloacelor Fixe si al Configuratiei (SACM)

Service Capacity Management (SCM) (Service Design) (Continual Service Improvement) The Activity responsible for understanding the Performance and Capacity of IT Services. The Resources used by each IT Service and the pattern of usage over time are collected, recorded, and analysed for use in the Capacity Plan. See Business Capacity Management, Component Capacity Management. (Service Design) A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes. See Contract Portfolio. Synonym for IT Service Continuity Management. Managementul Capacitatii Serviciilor (SCM) (Service Design) (Continual Service Improvement) O Activitate responsabila pentru intelegerea Performantei si Capacitatii Serviciilor IT. Resursele folosite de catre fiecare Serviciu IT si modul folosirii acestora de-a lungul timpului sunt colectate, inregistrate si analizate pentru folosirea lor in Planul de Capacitate. Vezi Managementul Capacitatii Afacerii, Managementul Capacitatii Componentelor. (Service Design) O baza de date sau un Document structurat cu informatii despre toate Serviciile IT aflate in Productie, inclusiv si pe cele disponibile pentru Distribuire. Catalogul Serviciilor este doar o parte a Portofoliului de Servicii publicat Clientilor si este folosit pentru a sustine vanzarea si livrarea Serviciilor IT. Catalagul Serviciilor include informatii despre livrabile, preturi, date de contact, Procesele de comanda si de achizitie a serviciilor. Vezi Portofoliu de Contracte. Sinonim pentru Managementul Continuitatii Serviciilor IT.
Service Catalogue
Catalog de Servicii
Service Continuity Management Service Contract
Service Culture
(Service Strategy) A Contract to deliver one or more IT Services. The term Service Contract is also used to mean any Agreement to deliver IT Services, whether this is a legal Contract or an SLA. See Contract Portfolio. A Customer oriented Culture. The major Objectives of a Service Culture are Customer satisfaction and helping the Customer to achieve their Business Objectives. (Service Design) A stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See Design. (Service Design) Document(s) defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement. (Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
Managementul Continuitatii Serviciilor Contract de servicii
Cultura Serviciilor
Service Design
Service Design/ Proiectarea Serviciului Pachetul de Definitii ale Serviciului/SDP
Service Design Package
Service Desk
Service Desk
(Service Strategy) Un Contract de livrare a unuia sau mai multor Servicii IT. Termenul de Contract de Servicii este de asemenea folosit pentru orice Acord/Intelegere de a livra Servicii IT, indiferent daca este un Contract legal sau un SLA. Vezi Portofoliu de Contracte. O Cultura (a livrarii serviciilor), orientata catre Client. Obiectivele majore ale Culturii Serviciilor sunt satisfacerea Clientilor si ajutarea Clientilor pentru a-si atinge Obiectivele Afacerii. (Service Design) O etapa in Ciclul de Viata al unui Serviciu IT. Service Design include un numar de Procese si Functii si este titlul uneia dintre publicatiile Core/de Baza ale ITIL. Vezi Proiectare. (Service Design) Documentul(ele) care defineste/esc toate aspectele unui Serviciu IT si Cerintele de-a lungul fiecarei etape ale Ciclulului de Viata. Un Pachet de Definitii ale Serviciului este produs pentru fiecare Serviciu IT nou, Schimbari majore sau in cazul Retragerii Serviciilor IT. (Service Operation) Punctul Unic de Contact intre Furnizorul de Servicii si Utilizatori. Un Service Desk tipic administreaza Incidentele si Cerintele de Servicii si de asemenea gestioneaza comunicarea cu Utilizatori.

Service Failure Analysis (SFA) (Service Design) An Activity that identifies underlying causes of one or more IT Service interruptions. SFA identifies opportunities to improve the IT Service Provider's Processes and tools, and not just the IT Infrastructure. SFA is a time constrained, project-like activity, rather than an ongoing process of analysis. See Root Cause Analysis. (Service Design) (Continual Service Improvement) An agreed time period when a particular IT Service should be Available. For example, "Monday-Friday 08:00 to 17:00 except public holidays". Service Hours should be defined in a Service Level Agreement. (Continual Service Improvement) A formal Plan to implement improvements to a Process or IT Service. Analiza Intreruperii Serviciului (SFA) (Service Design) Activitatea care identifica cauzele din spatele unuia sau mai multor Intreruperi ale Serviciului IT. SFA identifica oportunitatile de imbunatatire ale Proceselor si instrumentelor Furizorului de Servicii IT, si nu doar a Infrastructurii IT. SFA este limitata ca si timp, o activitate de tipul proiect, deosebit de un proces de analiza continua. Vezi Analiza Cauzei Principale. (Service Design) (Continual Service Improvement) O perioada de timp convenita pentru un ca un Serviciu IT sa fie Disponibil. De exemplu, Luni-Vineri 08:00 17:00 exceptand sarbatorile legale. Orarul Disponibilitatii Serviciului trebuie definit in SLA. (Continual Service Improvement) Un Plan formal pentru a implementa imbunatatiri unui Proces sau Serviciu IT.
Service Hours
Orarul Disponibilitatii Serviciului
Service Improvement Plan (SIP) Service Knowledge Management System (SKMS)
(Service Transition) A set of tools and databases that are used to manage knowledge and information. The SKMS includes the Configuration Management System, as well as other tools and databases. The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services. Measured and reported achievement against one or more Service Level Targets. The term Service Level is sometimes used informally to mean Service Level Target. (Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers. See Operational Level Agreement. (Service Design) (Continual Service Improvement) The Process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews.
Planul de Imbunatatire al Serviciului (SIP) Sistemul de Managemet al Cunostintelor despre Servicii (SKMS)
Service Level
Nivelul de furnizare al Serviciului Acord Nivel Serviciu Agreat (SLA)
Service Level Agreement (SLA)
Service Level Management (SLM)
Managementul Nivelului Serviciului (SLM)
(Service Transition) Un set de instrumente si baze de date care sunt folosite pentru a administra cunoasterea si informatia. SKMS include Sistemul Managementului de Configuratii, precum si alte instrumente si baze de date. SKMS salveaza, administreaza, actualizeaza si prezinta toate informatiile de care Furnizorul de Servicii IT are nevoie pentru a administra tot Ciclul de Viata al Serviciilor IT. Masoara si raporteaza realizarea uneia sau mai multor Norme ale Nivelului de Servicii. Termenul de Nivel de furnizare al Serviciului este uneori folosit informal pentru a se referi la Norma Nivelului de Servicii. (Service Design) (Continual Service Improvement) Un Acord intre un Furnizor de Servicii IT si un Client. SLA descrie Serviciul IT, documenteaza Norma Nivelului de Servicii si specifica responsabilitatile Furnizorului de Servicii IT si ale Clientului. Un singur SLA poate acoperi mai multe Servicii IT sau mai multi Clienti. Vezi Acord Nivel Operational Agreat/OLA. (Service Design) (Continual Service Improvement) Procesul responsabil pentru negocierea Acordului Nivelului Serviciului Agreat si pentru a se asigura ca acestea sunt indeplinite. SLM este responsabil pentru a se asigura ca toate Procesele de Management al Serviciilor IT, Acordurile Nivelelor Operationale Agreate si Contractele de Servicii Suport sunt adecvate pentru Norma Nivelului de Servicii convenite. SLM monitorizeaza si raporteaza Nivelele de Servicii si organizeaza in mod regulat revizuiri cu, Clienti.

Service Level Package (SLP) (Service Strategy) A defined level of Utility and Warranty for a particular Service Package. Each SLP is designed to meet the needs of a particular Pattern of Business Activity. See Line of Service. (Service Design) (Continual Service Improvement) A Customer Requirement for an aspect of an IT Service. SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets. (Service Design) (Continual Service Improvement) 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 design is Fit for Purpose. Service Level Targets should be SMART, and are usually based on KPIs. (Service Operation) The expected time that a Configuration Item will be unavailable due to planned maintenance Activity. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. An approach to IT Service Management that emphasizes the importance of coordination and Control across the various Functions, Processes, and Systems necessary to manage the full Lifecycle of IT Services. The Service Management Lifecycle approach considers the Strategy, Design, Transition, Operation and Continuous Improvement of IT Services. A manager who is responsible for managing the end-to-end Lifecycle of one or more IT Services. The term Service Manager is also used to mean any manager within the IT Service Provider. Most commonly used to refer to a Business Relationship Manager, a Process Manager, an Account Manager or a senior manager with responsibility for IT Services overall. (Service Operation) A stage in the Lifecycle of an IT Service. Service Operation includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See Operation. (Continual Service Improvement) A Role which is accountable for the delivery of a specific IT Service. Pachet de Nivel al Serviciului (SLP) (Service Strategy) Un nivel definit al Utilitatii si al Garantiei pentru un Pachet de Servicii particular. Fiecare SLP este proiectat pentru a atinge necesitatile unui Profil de Activitatii de Business particular. Vezi Linie de Serviciu. (Service Design) (Continual Service Improvement) O Cerinta a Clientului asupra unui aspect al Serviciului IT. SLRurile sunt bazate pe Obiectivele Afacerii si sunt folosite pentru a negocia Norma Nivelului de Servicii convenita. (Service Design) (Continual Service Improvement) O intelegere care este documentata in Acordul Nivelului de Servicii Agreat/SLA. Normele Nivelului de Servicii se bazeaza pe Cerintele despre Nivelul Serviciului si sunt necesare pentru a se asigura ca Serviciul IT este proiectat Potrivit pentru Scop. Normele Nivelului de Servicii ar trebui sa fie SMART, si de obicei se bazeaza pe KPI. (Service Operation) Timpul prevazut pentru ca un Element de Configuratie sa fie indisponibil in timpul Activitatii de intretinere planificate. Managementul Serviciilor este un grup de capabilitati organizationale specializate pentru a furniza valoare clientilor sub forma de servicii. O abordare a Managementul Serviciilor IT care pune accentul pe importanta coordonarii si Controlul de-a lungul diferitelor Functii, Procese si Sisteme necesare pentru a administra intregul Ciclu de Viata al Serviciilor IT. Abordarea Ciclului de Viata al Managementului Serviciilor considera Strategia, Proiectarea/Design, Tranzitia, Operarea si Imbunatatirea Continua a Serviciilor IT. Un manager responsabil pentru gestionarea completa (end-toend) a Ciclului de Viata a unuia sau mai multor Servicii IT. Termenul de Manager de Servicii este de asemenea folosit pentru orice manager din cadrul Furnizorului de Servicii IT. Cel mai des intalnit se refera la Managerul Relatiilor Afacerii, la Managerul de Proces, la Managerul de Client/Cont sau la un senior manager cu responsabilitati pentru toate Serviciile IT. (Service Operation) O etapa in Ciclul de Vitata al unui Serviciu IT. Operarea Serviciului include un numar de Procese si Functii si este titlul unei publicatii principale/core ITIL. Vezi Operatiuni. (Continual Service Improvement) Un Rol care este raspunzator pentru livrarea unui Serviciu IT specific.
Service Level Requirement (SLR) Service Level Target
Cerintele despre Nivelul Serviciului (SLR) Norma Nivelului de Servicii (SLT)
Service Maintenance Objective Service Management Service Management Lifecycle
Obiectiv al Intretinerii Serviciului Managementul Serviciilor Ciclul de Viata al Managementului Serviciilor
Service Manager
Manager de Servicii
Service Operation
Service Operation/Oper area Serviciului
Service Owner
Proprietarul Serviciului

Service Package (Service Strategy) A detailed description of an IT Service that is available to be delivered to Customers. A Service Package includes a Service Level Package and one or more Core Services and Supporting Services. (Service Strategy) A database or structured Document listing all IT Services that are under consideration or Development, but are not yet available to Customers. The Service Pipeline provides a Business view of possible future IT Services and is part of the Service Portfolio which is not normally published to Customers. (Service Strategy) The complete set of Services that are managed by a Service Provider. The Service Portfolio is used to manage the entire Lifecycle of all Services, and includes three Categories: Service Pipeline (proposed or in Development); Service Catalogue (Live or available for Deployment); and Retired Services. See Service Portfolio Management, Contract Portfolio. (Service Strategy) The Process responsible for managing the Service Portfolio. Service Portfolio Management considers Services in terms of the Business value that they provide. (Service Strategy) The total possible value of the overall Capabilities and Resources of the IT Service Provider. (Service Strategy) An Organisation supplying Services to one or more Internal Customers or External Customers. Service Provider is often used as an abbreviation for IT Service Provider. See Type I Service Provider, Type II Service Provider, Type III Service Provider. (Service Strategy) An interface between the IT Service Provider and a User, Customer, Business Process, or a Supplier. Analysis of Service Provider Interfaces helps to coordinate end-to-end management of IT Services. (Service Strategy) Analysing the finances and constraints of an IT Service to decide if alternative approaches to Service delivery might reduce Costs or improve Quality. (Continual Service Improvement) The Process responsible for producing and delivering reports of achievement and trends against Service Levels. Service Reporting should agree the format, content and frequency of reports with Customers. Pachetul de Serviciu (Service Strategy) O descriere detaliata a unui Serviciu IT care este disponibil pentru a fi livrat catre Clienti. Un Pachet de Serviciu include un Pachet de Nivel al Serviciului/SLP si unul sau mai multe Servicii de Baza si Servicii de Suport. (Service Strategy) O baza de date sau un Document structurat care contine toate Serviciile IT care sunt sub evaluare/elaborare sau Dezvoltare dar nu sunt inca disponibile Clientilor. Serviciile in curs de Elaborare furnizeaza o vedere de Afacere ale posibilelor, viitoare, Servicii IT si face parte din Portofoliul de Servicii care in mod normal nu este public Clientilor. (Service Strategy) Un set complet de Servicii ce sunt administrate de catre un Furnizor de Servicii. Portofoliul de Servicii este folosit pentru a administra intregul Ciclu de Viata al tuturor Serviciilor, si include trei Categorii: Servicii in curs de Elaborare (propuse sau in Dezvoltare), Catalogul de Servicii (In Productie sau disponibile pentru Distribuire) si Servicii Retrase. Vezi Managementul Portofoliului de Servicii, Portofoliul de Contracte. (Service Strategy) Procesul responsabil pentru administrarea Portofoliului de Servicii. Managementul Portofoliului de Serviciu considera Serviciile in termen de valoare pentru Afacere pe care aceste servicii o furnizeaza. (Service Strategy) Valoarea totala posibila a tuturor Capabilitatilor si Resurselor Furnizorului de Servicii IT. (Service Strategy) O Organizatie care furnizeaza Servicii unuia sau mai multor Clienti Interni sau Externi. Furnizorul Serviciului este des utilizat pentru prescurtarea Furnizorului de Servicii IT. Vezi Furnizor de servicii de tip I, Furnizor de servicii de tip II, Furnizor de servicii de tip III. (Service Strategy) O interfata intre Furnizorul de Servicii IT si Utilizatorul, Clientul, Procesele Afacerii sau un Furnizor. Analiza Interfetei Furnizorului de Servicii ajuta la coordonarea completa (end-to-end) a managementului Serviciilor IT. (Service Strategy) Analiza finantelor si constrangerilor unui Serviciu IT pentru a decide daca o metoda alternativa de furnizare a Serviciului poate reduce Costurile sau poate imbunatati Calitatea. (Continual Service Improvement) Procesul responsabil pentru producerea si livrarea rapoartelor rezultatelor si tendintelor vis-a-vis de Nivelele de Serviciu. Raportarea Serviciilor ar trebui sa agreeze formatului, continutului si frecventa raportarii impreuna cu, Clientii.
Service Pipeline
Servicii in curs de Elaborare
Service Portfolio
Portofoliul de Servicii
Service Portfolio Management (SPM) Service Potential Service Provider
Managementul Portofoliului de Servicii (SPM) Potentialul Serviciului Furnizorul de Serviciu
Service Provider Interface (SPI) Service Provisioning Optimization (SPO) Service Reporting
Interfata cu Furnizorul Serviciului (SPI) Optimizarea Furnizarii Serviciului (SPO) Raportarea Serviciilor

Service Request (Service Operation) A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See Request Fulfilment. (Service Strategy) The Strategy and approach for deciding whether to provide a Service internally or to Outsource it to an External Service Provider. Service Sourcing also means the execution of this Strategy. Service Sourcing includes: Internal Sourcing - Internal or Shared Services using Type I or Type II Service Providers. Traditional Sourcing - Full Service Outsourcing using a Type III Service Provider. Multivendor Sourcing - Prime, Consortium or Selective Outsourcing using Type III Service Providers. (Service Strategy) The title of one of the Core ITIL publications. Service Strategy establishes an overall Strategy for IT Services and for IT Service Management. (Service Transition) A stage in the Lifecycle of an IT Service. Service Transition includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See Transition. (Service Strategy) The Functionality of an IT Service from the Customer's perspective. The Business value of an IT Service is created by the combination of Service Utility (what the Service does) and Service Warranty (how well it does it). See Utility. (Service Transition) The Process responsible for Validation and Testing of a new or Changed IT Service. Service Validation and Testing ensures that the IT Service matches its Design Specification and will meet the needs of the Business. (Service Strategy) A measurement of the total Cost of delivering an IT Service, and the total value to the Business of that IT Service. Service Valuation is used to help the Business and the IT Service Provider agree on the value of the IT Service. Cerinta de Servicii (Service Operation) O cerinta a unui Utilizator pentru informatii sau sfaturi, sau pentru o Schimbare Standard sau pentru un Acces la un Serviciu IT. De exemplu resetarea unei parole, sau furnizarea unor Servicii IT standarde pentru un nou Utilizator. Cerintele de Service sunt de obicei administrate de o aplicatie Service Desk si nu necesita ca RFC-ul sa fie inregistrat. Vezi Satisfacerea Cerintelor. (Service Strategy) Strategia si modalitatea de a decide daca furnizarea unui Serviciu se face intern sau prin Externalizarea acestuia catre un Furnizor de Servicii Extern. Originea Serviciului mai inseamna si executarea acestei Strategii. Originea Serviciului include: Internalizat/Insource Servicii Interne sau Folosite in Comun, folosind Tipul I sau Tipul II de Furnizori de Servicii Surse Traditionale Externalizarea completa a Serviciului folosind Furnizori de Servicii de Tipul III. Furnizare din surse multiple Externalizarea catre un Furnizor Principal, in Asociatie sau Selectiva folosind Furnizori de Servicii de Tipul III. (Service Strategy) Titlul uneia dintre publicatii principale/core ITIL. Strategia Serviciului stabileste o Strategie completa pentru Serviciile IT si pentru Managementul Serviciilor IT. (Service Transition) O etapa in Ciclul de Viata al unui Serviciu IT. Tranzitia Serviciului include un numar de Procese si Functii si este titlul uneia dintre publicatiile principale/core ITIL. Vezi Tranzitie. (Service Strategy) Functionalitatea unui Serviciu IT din perspectiva unui Client. Valoarea pentru Afacere a unui Serviciu IT este creata din combinarea Utilitatii Serviciului (ceea ce face Serviciul) si Garantia Serviciului (cat de bine acesta isi face treaba). Vezi Utilitate. (Service Transition) Procesul responsabil pentru Validarea si Testarea unui Serviciu IT nou sau Schimbat. Validarea si Testarea Serviciului asigura ca Serviciul IT se potriveste cu Specificatiile de Proiectare si intruneste necesitatile Afacerii. (Service Strategy) O masura a Costurilor totale de furnizare a unui Serviciu IT si a valorii totale pentru Afacere a Serviciului IT. Evaluarea Serviciului este folosita pentru a ajuta Afacerea si Furnizorul de Servicii IT sa se puna de acord cu valoarea Serviciului IT.
Service Sourcing
Originea Serviciului
Service Strategy Service Transition
Service Strategy/Strate gia Serviciului Service Transition/Tran zitia Serviciului
Service Utility
Utilitatea Serviciului
Service Validation and Testing
Validarea si Testarea Serviciului
Service Valuation
Evaluarea Serviciului

Service Warranty (Service Strategy) Assurance that an IT Service will meet agreed Requirements. This may be a formal Agreement such as a Service Level Agreement or Contract, or may be a marketing message or brand image. The Business value of an IT Service is created by the combination of Service Utility (what the Service does) and Service Warranty (how well it does it). See Warranty. (Service Design) (Continual Service Improvement) The ability of a Third Party Supplier to meet the terms of their Contract. This Contract will include agreed levels of Reliability, Maintainability or Availability for a Configuration Item. (Service Operation) A group or team of people who carry out a specific Role for a fixed period of time. For example there could be four shifts of IT Operations Control personnel to support an IT Service that is used 24 hours a day. (Service Design) (Continual Service Improvement) A technique that creates a detailed Model to predict the behaviour of a Configuration Item or IT Service. Simulation Models can be very accurate but are expensive and time consuming to create. A Simulation Model is often created by using the actual Configuration Items that are being modelled, with artificial Workloads or Transactions. They are used in Capacity Management when accurate results are important. A simulation model is sometimes called a Performance Benchmark. (Service Operation) Providing a single consistent way to communicate with an Organisation or Business Unit. For example, a Single Point of Contact for an IT Service Provider is usually called a Service Desk. (Service Design) Any Configuration Item that can cause an Incident when it fails, and for which a Countermeasure has not been implemented. A SPOF may be a person, or a step in a Process or Activity, as well as a Component of the IT Infrastructure. See Failure. (Continual Service Improvement) A Service Level Agreement Monitoring Chart is used to help monitor and report achievements against Service Level Targets. A SLAM Chart is typically colour coded to show whether each agreed Service Level Target has been met, missed, or nearly missed during each of the previous 12 months. Garantia Serviciului/ Service Waranty (Service Strategy) Asigurarea ca un Serviciu IT va atinge Cerintele agreate. Aceasta poate fi un Acord formal ca de exemplu Norma Nivelului de Servicii sau Contract, sau poate fi un mesaj de marketing sau o imagine a unui brand. Valoarea pentru Afacere a unui Serviciu IT este creata de combinarea Utilitatii Serviciului (ceea ce face Serviciul) si Garantia Serviciului (cat de bine este facut acel Serviciu). Vezi Garantie. (Service Design) (Continual Service Improvement) Abilitatea unui Furnizor Terta Parte de a-si indeplini termenii din Contract. Acest Contract include nivele agreate ale Increderii, Mentanabilitatii sau Disponibilitatii unui Element de Configuratie. (Service Operation) Un grup sau o echipa de oameni care indeplinesc un Rol specific pe o perioada fixa de timp. De exemplu, pot fi patru schimburi de personal pentru Controlul Operatiunilor IT pentru a asigura suportul Serviciilor IT timp de 24 de ore pe zi. (Service Design) (Continual Service Improvement) O tehnica care creaza un Model detaliat pentru previzionarea comportamentelor unui Element de Configuratie sau a unui Serviciu IT. Modelele de Simulare pot fi foarte exacte dar acestea sunt scumpe ca pret si mari consumatoare de timp. Un Model de Simulare este de obicei creat folosind Elementele de Configuratie actuale ce sunt modelate, prin Incarcari sau Tranzactii simulate. Acestea sunt utilizate in Managementul Capacitatii cand rezultatele exacte sunt importante. Cateodata un model de simulare este numit si Benchmark de Performanta. (Service Operation) Furnizarea unui singur mod consistent de a comunica cu o Organizatie sau cu o Unitate de Afacere. De exemplu, Punctul Unic de Contact pentru Furnizorul de Servicii IT este de obicei numit Service Desk. (Service Design) Orice Element de Configuratie care poate cauza un Incident, atunci cand se defecteaza, si pentru care o Contramasura nu a fost implementata. SPOF poate fi reprezentat de o persoana, un pas intr-un Proces sau o Activitate, dar si o Componenta a Infrastructurii IT. Vezi Defectiune. (Continual Service Improvement) Monitorizarea Performantei Nivelului de Servicii Agreate este folosita pentru a monitoriza si raporta realizarile versus Norma Nivelului de Servicii. Rapoartele SLAM sunt deobicei realizate in culori pentru a arata daca fiecare Norma a Nivelului de Servicii a fost atinsa, depasita sau daca a fost foarte putin depasita de-a lungul a 12 luni anterioare.
Serviceability
Capacitatea de Indeplinire a Serviciului
Shift
Schimb (Tura)
Simulation modelling
Modelare prin Simulare
Single Point of Contact
Punct Unic de Contact
Single Point of Failure (SPOF)
Punct Critic al Infrastructurii (SPOF)
SLAM Chart
Rapoarte SLAM/ Monitorizarea Performantei Nivelului de Servicii Agreate

SMART (Service Design) (Continual Service Improvement) An acronym for helping to remember that targets in Service Level Agreements and Project Plans should be Specific, Measurable, Achievable, Relevant and Timely. Specific, Masurabil, Realizabil, Relevant si definite in Timp/SMART Configuratie Instantanee (Service Design) (Continual Service Improvement) Un acronim folosit pentru a ne aminti obiectivele Acordului Nivelului Serviciului Agreat si Planurile Proiectelor, ca trebuie sa fie Specifice, Masurabile, Realizabile, Relevante si in Timp util. (Service Transition) Starea curenta al unei Configuratii asa cum a fost capturata de un instrument. Este folosit ca sinonim pentru Benchmark (Reper in Timp). Vezi Referinta. Vezi Originea Serviciului. O definire formala a termenului de Cerinta. O Specificatie poate fi folosita pentru a defini Cerinte tehnice sau Operationale, si poate fi interna sau externa. Multe Standarde publice constau intr-un Cod de Practici si o Specificatie. Specificatiile definesc Standardele in urma carora o Organizatie poate fi Auditata. Toate persoanele ce au un interes intr-o Organizatie, Proiect, Serviciu IT etc. Mandatatii pot fi interesati de Activitati, obiective, Resurse sau Livrabile. Mandatatii pot include Clienti, Parteneri, angajati, actionari, proprietari etc. Vezi RACI. O Cerinta obligatorie. Un exemplu poate fi ISO/IEC 20000 (un Standard International), un Standard intern de securitate pentru configurarea sistemului Unix, sau un Standard guvernamental pentru cum ar trebui mentinute Inregistrarile financiare. Termenul de Standard este de asemenea folosit pentru a se referi la Codul de Practica sau Specificatiile publicate de Organizatiile de Standarde cum ar fi ISO sau BSI. Vezi Ghid/Indrumar. (Service Transition) O Schimbare pre-aprobata ce presupune un Risc minim, relativ comuna, si care urmeaza o Procedura sau o Instructiune de Lucru. De exemplu, resetarea unei parole sau pregatirea unui echipament standard pentru un nou angajat. RFC-urile nu necesita sa implementeze o Schimbare Standard, si acestea sunt logate si urmarite folosind mecanisme diferite, cum ar fi Cererere de Servicii. Vezi Model de Schimbare. (Service Operation) Procedurile folosite de catre Managementul Operatiunilor IT.
Snapshot
Source Specification
Stakeholder
Standard
(Service Transition) The current state of a Configuration as captured by a discovery tool. Also used as a synonym for Benchmark. See Baseline. See Service Sourcing. A formal definition of Requirements. A Specification may be used to define technical or Operational Requirements, and may be internal or external. Many public Standards consist of a Code of Practice and a Specification. The Specification defines the Standard against which an Organisation can be Audited. All people who have an interest in an Organisation, Project, IT Service etc. Stakeholders may be interested in the Activities, targets, Resources, or Deliverables. Stakeholders may include Customers, Partners, employees, shareholders, owners, etc. See RACI. A mandatory Requirement. Examples include ISO/IEC 20000 (an international Standard), an internal security Standard for Unix configuration, or a government Standard for how financial Records should be maintained. The term Standard is also used to refer to a Code of Practice or Specification published by a Standards Organisation such as ISO or BSI. See Guideline. (Service Transition) A pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. For example password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request. See Change Model. (Service Operation) Procedures used by IT Operations Management.
Origine/Sursa Specificatie
Mandatat
Standard
Standard Change
Schimbare Standard
Standard Operating Procedures (SOP)
Proceduri Operationale Standard (SOP)

Standby (Service Design) Used to refer to Resources that are not required to deliver the Live IT Services, but are available to support IT Service Continuity Plans. For example a Standby data centre may be maintained to support Hot Standby, Warm Standby or Cold Standby arrangements. (Service Design) A Document containing all Requirements for a product purchase, or a new or changed IT Service. See Terms of Reference. The name of a required field in many types of Record. It shows the current stage in the Lifecycle of the associated Configuration Item, Incident, Problem etc. (Service Transition) The Activity responsible for recording and reporting the Lifecycle of each Configuration Item. (Service Operation) The Process responsible for managing the storage and maintenance of data throughout its Lifecycle. (Service Strategy) The highest of three levels of Planning and delivery (Strategic, Tactical, Operational). Strategic Activities include Objective setting and long term Planning to achieve the overall Vision. (Service Strategy) A Strategic Plan designed to achieve defined Objectives. (Service Operation) A User who helps other Users, and assists in communication with the Service Desk or other parts of the IT Service Provider. Super Users typically provide support for minor Incidents and training. (Service Strategy) (Service Design) A Third Party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and Outsourcing Organisations. See Underpinning Contract, Supply Chain. (Service Design) A database or structured Document used to manage Supplier Contracts throughout their Lifecycle. The SCD contains key Attributes of all Contracts with Suppliers, and should be part of the Service Knowledge Management System. (Service Design) The Process responsible for ensuring that all Contracts with Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments. Standby/ Disponibil in asteptare (Service Design) Folosit pentru a se referi la Resursele care nu sunt necesare pentru a livra Serviciile IT aflate in Productie, dar sunt disponibile pentru a asigura Planul de Continuitate al Serviciilor IT. De exemplu un centru de date Disponibil in Asteptare poate fi mentinut pentru a asigura aranjamentele Hot Standby, Warm Standby sau Cold Standby. (Service Design) Un Document continand toate Cerintele pentru achizitionarea unui produs, sau pentru un Serviciu IT nou sau schimbat. Vezi Termeni de Referinta. Numele unui camp necesar in mai multe tipuri de Inregistrari. Acesta arata etapa curenta din Ciclul de Viata al Elementului de Configuratie, Incidentului, Problemei asociate, etc. . (Service Transition) Activitatea responsabila pentru inregistrarea si raportarea Ciclului de Viata al fiecarui Element de Configuratie. (Service Operation) Procesul responsabil pentru adminstrarea stocarii si mentinerii datelor de-a lungul Ciclurilor lor de Viata. (Service Strategy) Cel mai inalt dintre cele trei nivele de Planificare si livrare (Strategic, Tactic, Operational). Activitatile Stragice includ stabilirea Obiectivelor si Planificarea pe termen lung pentru a atinge Viziunea in totalitate. (Service Strategy) Un Plan Strategic proiectat pentru a atinge Obiective definite. (Service Operation) Un Utilizator care ii ajuta pe alti Utilizatori, si asista la comunicarea cu Service Desk sau cu alte parti ale Furnizorului de Servicii IT. Super utilizatorii, de obicei, asigura suport pentru Incidente minore si pentru training. (Service Strategy) (Service Design) O Terta Parte responsabila pentru furnizarea bunurilor sau Serviciilor necesare pentru livrarea Serviciilor IT. Exemplele de furnizori includ furnizori de componente hardware si software comune, retele, si furnizori de telecomunicatii precum si Organizatii de Externalizare. Vezi Contract de Servicii Suport, Flux de Aprovizionare. (Service Design) O baza de date sau un Document structurat folosit pentru a administra Contractele Furnizorilor de-a lungul Ciclului lor de Viata. SCD contine Atribute cheie ale tuturor Contractelor cu Furnizorii, si trebuie sa faca parte din Sistemul de Management al Cunostintelor despre Servicii/SKMS. (Service Design) Procesul responsabil pentru a se asigura ca toate Contractele cu Furnizorii indeplinesc necesitatile Afacerii, si ca toti Furnizorii isi indeplinesc cerintele contractuale.
Statement of requirements (SOR) Status
Definitia Cerintelor (SOR) Stare
Status Accounting Storage Management Strategic
Trasabilitatea Starii/Status Accounting Managementul stocarii Strategic
Strategy Super User
Strategie Superuser
Supplier
Furnizor
Supplier and Contract Database (SCD) Supplier Management
Baza de Date cu Furnizori si Contracte (SCD) Managementul Furnizorilor

Supply Chain (Service Strategy) The Activities in a Value Chain carried out by Suppliers. A Supply Chain typically involves multiple Suppliers, each adding value to the product or Service. See Value Network. (Service Operation) A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes. See Technical Management. (Service Design) (Service Operation) The times or hours when support is available to the Users. Typically this is the hours when the Service Desk is available. Support Hours should be defined in a Service Level Agreement, and may be different from Service Hours. For example, Service Hours may be 24 hours a day, but the Support Hours may be 07:00 to 19:00. (Service Strategy) A Service that enables or enhances a Core Service. For example a Directory Service or a Backup Service. See Service Package. (Continual Service Improvement) A technique that reviews and analyses the internal strengths and weaknesses of an Organisation and the external opportunities and threats which it faces SWOT stands for Strengths, Weaknesses, Opportunities and Threats. A number of related things that work together to achieve an overall Objective. For example: A computer System including hardware, software and Applications. A management System, including multiple Processes that are planned and managed together. For example a Quality Management System. A Database Management System or Operating System that includes many software modules that are designed to perform a set of related Functions. The part of IT Service Management that focuses on the management of IT Infrastructure rather than Process. The middle of three levels of Planning and delivery (Strategic, Tactical, Operational). Tactical Activities include the medium term Plans required to achieve specific Objectives, typically over a period of weeks to months. Flux de Aprovizionare (Service Strategy) Activitatile dintr-un Lant al Valorii indeplinite de catre Furnizori. Un Flux de Aprovizionare, tipic, implica mai multi Furnizori, fiecare adaugand valoare produsului sau Serviciului. Vezi Value Network (Service Operation) Un grup de oameni cu abilitati tehnice. Grupurile de Suport furnizeaza Suportul Tehnic cerut de catre toate Procesele Managementului Serviciilor IT. Vezi Managementul Tehnic. (Service Design) (Service Operation) Timpii sau orele cand suportul este disponibil Utilizatorilor. Uzual, acestea sunt orele cand Service Desk este disponibil. Orarul de Suport trebuie definit intr-un Acord al Nivelului de Serviciu Agreat, si poate fi diferit fata de Orarul Disponibilitatii Serviciului. De exemplu, Orarul Disponibilitatii Serviciului poate fi 24/24 de ore, iar Orarul de Suport poate fi de la 07:00 la 19:00. (Service Strategy) Un Serviciu care sprijina sau mareste (valoarea) un Serviciu de Baza. De exemplu, un Serviciu Director sau un Serviciu de Backup. Vezi Pachet de Servicii. (Continual Service Improvement) O tehnica care revizuieste si analizeaza punctele (interne) tari si slabe ale unei Organizatii si oportunitatile si amenintarile externe cu care se confrunta. SWOT este un acronym pentru Puncte tari, Puncte slabe, Oportunitati si Amenintari. Un numar de lucruri relationate care functioneaza impreuna pentru a atinge un Obiectiv global. De exemplu: Un Sistem ce include hardware, software si Aplicatii. Un Sistem de management, ce include Procese multiple ce sunt planificate si administrate impreuna. De exemplu Sistemul de Management al Calitatii/QMS. Un Sistem de Management al Bazelor de Date sau Sistem de Operare ce include mai multe module software configurate pentru efectua un set de Functii relationate. Partea din Managementul Serviciilor IT care se axeaza mai mult pe managementul Infrastructurii IT decat pe Procese. Partea mediana a celor trei nivele ale Planificarii si livrarii (Strategic, Tactic, Operational). Activitatile Tactice includ Planuri pe termen mediu, necesare pentru a atinge Obiective specifice, ce pot dura de la cateva saptamani pana la cateva luni.
Support Group
Grup de Suport
Support Hours
Orar de Suport
Supporting Service
Servicii de Suport
SWOT Analysis
System
Analiza SWOT/Analiza Avantajelor, Slabiciunilor, Oportunitatilor si Amenintarilor Sistem
System Management Tactical
Managementul Sistemului Tactic

Tag (Service Strategy) A short code used to identify a Category. For example tags EC1, EC2, EC3 etc. might be used to identify different Customer outcomes when analysing and comparing Strategies. The term Tag is also used to refer to the Activity of assigning Tags to things. (Service Operation) The Function responsible for providing technical skills in support of IT Services and management of the IT Infrastructure. Technical Management defines the Roles of Support Groups, as well as the tools, Processes and Procedures required. (Continual Service Improvement) A technique used in Service Improvement, Problem investigation and Availability Management. Technical support staff meet to monitor the behaviour and Performance of an IT Service and make recommendations for improvement. Synonym for Infrastructure Service. Synonym for Technical Management. (Continual Service Improvement) A set of related Metrics, in which improvements to one Metric have a negative effect on another. Tension Metrics are designed to ensure that an appropriate balance is achieved. (Service Design) A Document specifying the Requirements, Scope, Deliverables, Resources and schedule for a Project or Activity. (Service Transition) An Activity that verifies that a Configuration Item, IT Service, Process, etc. meets its Specification or agreed Requirements. See Service Validation and Testing, Acceptance. (Service Transition) A controlled Environment used to Test Configuration Items, Builds, IT Services, Processes etc. A person, group, or Business who is not part of the Service Level Agreement for an IT Service, but is required to ensure successful delivery of that IT Service. For example a software Supplier, a hardware maintenance company, or a facilities department. Requirements for Third Parties are typically specified in Underpinning Contracts or Operational Level Agreements. Eticheta (Service Strategy) Un cod scurt folosit pentru a identifica o Categorie. De exemplu Etichetele EC1, EC2, EC3 etc. pot fi folosite pentru a identifica diferite rezultate dorite de Clienti atunci cand Strategiile sunt analizate si comparate. Termenul Eticheta este de asemenea folosit pentru a se referi la Activitatea de atribuire a unor Etichete lucrurilor. (Service Operation) Functia responsabila pentru furnizarea abilitatilor tehnice necesare in suportul Serviciilor IT si managementului Infrastructurii IT. Managementul Tehnic defineste Roluri pentru Grupurile Suport, la fel de bine ca si instrumentele, Procesele si Procedurile necesare. (Continual Service Improvement) O tehnica folosita in Imbunatatirea Serviciului, investigarea Problemei si Managementul Disponibilitatii. Personalul de suport tehnic se intalneste pentru a monitoriza comportamentul si Performantele Serviciilor IT si sa faca recomandari pentru imbunatatire. Sinonim pentru Infrastructura Serviciului. Sinonim pentru Managementul Tehnic. (Continual Service Improvement) Un set de Metrice relationate, in care imbunatatirile unei Metrice au efect negativ asupra alteia. Metricile Complementare sunt proiectate pentru a se asigura ca este atins un echilibru potrivit. (Service Design) Un Document care specifica Cerintele, Scopul, Livrabilele, Resursele si planificarea unui Proiect sau a unei Activitati. (Service Transition) Activitatea ce verifica daca Elementele de Configuratie, Serviciile IT, Procesele etc. isi ating Specificatiile si Cerintele stabilite (convenite). Vezi Testarea si Validarea Serviciului, Acceptanta. (Service Transition) Un Mediu controlat, folosit pentru a Testa Elementele de Configuratie, Ansamblurile, Serviciile IT, Procesele etc. O persoana, un grup sau o Afacere care nu face parte din Acordul Nivelui Serviciului Agreat pentru un Serviciu IT, dar este necesara pentru a asigura furnizarea cu success a Serviciilor IT. De exemplu, un Furnizor de software, o companie de intretinere hardware sau un departament responsabil cu administrarea facilitatilor. Cerintele pentru Partea Terta sunt specificate in Contractul de Servicii Suport sau in Acordul Nivelului Operational Agreat.
Technical Management
Managementul Tehnic
Technical Observation (TO)
Observare Tehnica (TO)
Technical Service Technical Support Tension Metrics
Serviciu Tehnic Suport Tehnic Metrici Complementar e/ Metrice Tension Termeni de Referinta (TOR) Test
Terms of Reference (TOR) Test
Test Environment Third Party
Mediu de Test
Parte Terta

Third-line Support (Service Operation) The third level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources. Anything that might exploit a Vulnerability. Any potential cause of an Incident can be considered to be a Threat. For example a fire is a Threat that could exploit the Vulnerability of flammable floor coverings. This term is commonly used in Information Security Management and IT Service Continuity Management, but also applies to other areas such as Problem and Availability Management. The value of a Metric which should cause an Alert to be generated, or management action to be taken. For example "Priority1 Incident not solved within 4 hours", "more than 5 soft disk errors in an hour", or "more than 10 failed changes in a month". (Service Design) A measure of the number of Transactions, or other Operations, performed in a fixed time. For example 5000 emails sent per hour, or 200 disk I/Os per second. (Service Strategy) A methodology used to help make investment decisions. TCO assesses the full Lifecycle Cost of owning a Configuration Item, not just the initial Cost or purchase price. See Total Cost of Utilization. (Service Strategy) A methodology used to help make investment and Service Sourcing decisions. TCU assesses the full Lifecycle Cost to the Customer of using an IT Service. See Total Cost of Ownership. (Continual Service Improvement) A methodology for managing continual Improvement by using a Quality Management System. TQM establishes a Culture involving all people in the Organisation in a Process of continual monitoring and improvement. A discrete Function performed by an IT Service. For example transferring money from one bank account to another. A single Transaction may involve numerous additions, deletions and modifications of data. Either all of these complete successfully or none of them is carried out. (Service Transition) A change in state, corresponding to a movement of an IT Service or other Configuration Item from one Lifecycle status to the next. Suport de Nivel Trei (Service Operation) Al treilea nivel ierarhic al Grupurilor de Suport implicate in rezolvarea Incidentelor si investigarea Problemelor. Fiecare nivel contine mai multi specialisti sau are mai mult timp disponibil sau alte Resurse. Orice ce ar putea exploata o Vulnerabilitate. Orice cauza potentiala a unui Incident poate fi considerata o Amenintare. De exemplu un foc este o Amenintare ce poate exploata Vulnerabilitatea acoperirilor inflamabile ale pardoselilor. Acest termen este folosit des in Managementul Securitatii Informatiei si in Managementul Continuitatii Serviciilor IT, dar este aplicabil si in zone cum ar fi Managementul Problemelor si Disponibilitatii. Valoarea unei Metrice care ar trebui sa declanseze o Alerta sau sa se ia o actiune de gestionare (a situatiei). De exemplu Incident Prioritatea1 nerezolvat in 4 ore, mai mult de 5 erori minore de disc intr-o ora sau mai mult de 10 schimbari esuate intr-o luna. (Service Design) O masura a numarului de Tranzactii sau al altor Operatiuni, executate intr-o perioada fixa. De exemplu 5000 de email-uri trimise pe ora, sau 200 de I/O disc pe secunda. (Service Strategy) O metodologie folosita pentru a ajuta la luarea deciziilor de investitii. TCO stabileste intregul Cost al Ciclului de Viata al detinerii Elementului de Configuratie, nu doar Costul initial sau pretul de achizitie. Vezi Cost Total al Utilizarii. (Service Strategy) O metodologie folosita pentru a ajuta la luarea deciziei de investitie si decizii privind Originea Serviciului. TCU evalueaza intregul Cost al Ciclului de Viata de folosire a unui Serviciu IT pentru Client. Vezi Cost Total de Posesie/TCO. (Continual Service Improvement) O metodologie de a administra Imbunatatirea continua folosind Sistemul de Management al Calitatii. TQM stabileste o Cultura ce implica toti oamenii din Organizatie intr-un Proces de monitorizare si imbunatatire continua. O Functie discreta efectuata de catre un Serviciu IT. De exemplu transferul banilor dintr-un cont bancar in altul. O singura Tranzactie poate implica numeroase adaugari, stergeri sau modificari de date. Fiecare dintre acestea ori se termina cu succes ori nici una nu este dusa la bun sfarsit. (Service Transition) O schimbare a starii, corespunzatoare unui transfer al unui Serviciu IT sau al altui Element de Configuratie dintr-o stare a Ciclului de Viata in urmatoarea stare.
Threat
Amenintare
Threshold
Prag, Limita
Throughput
Capacitate de utilizare
Total Cost of Ownership (TCO)
Cost Total de Posesie (TCO)
Total Cost of Utilization (TCU)
Cost Total al Utilizarii (TCU)
Total Quality Management (TQM)
Managementul Calitatii Globale (TQM)
Transaction
Tranzactie
Transition
Tranzitie

Transition Planning and Support (Service Transition) The Process responsible for Planning all Service Transition Processes and co-ordinating the resources that they require. These Service Transition Processes are Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Evaluation, and Knowledge Management. (Continual Service Improvement) Analysis of data to identify time related patterns. Trend Analysis is used in Problem Management to identify common Failures or fragile Configuration Items, and in Capacity Management as a Modelling tool to predict future behaviour. It is also used as a management tool for identifying deficiencies in IT Service Management Processes. The Activity responsible for Planning Changes to make the most efficient use of Resources. Tuning is part of Performance Management, which also includes Performance Monitoring and implementation of the required Changes. (Service Strategy) An Internal Service Provider that is embedded within a Business Unit. There may be several Type I Service Providers within an Organisation. (Service Strategy) An Internal Service Provider that provides shared IT Services to more than one Business Unit. (Service Strategy) A Service Provider that provides IT Services to External Customers. (Service Design) A Contract between an IT Service Provider and a Third Party. The Third Party provides goods or Services that support delivery of an IT Service to a Customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in an SLA. (Service Strategy) The Cost to the IT Service Provider of providing a single Component of an IT Service. For example the Cost of a single desktop PC, or of a single Transaction. (Service Transition) (Service Design) A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. For example a high Impact Incident may have low Urgency, if the Impact will not affect the Business until the end of the financial year. Impact and Urgency are used to assign Priority. Planificarea si Suportul Tranzitiei (Service Transition) Procesul responsabil pentru Planificarea tuturor Proceselor de Tranzitie a Serviciului si coordonarea resurselor necesare. Aceste Procese de Tranzitie a Serviciului sunt Managementul Schimbarilor, Managementul Mijloacelor Fixe si al Configuratiei, Managementul Release si Distributiei, Validarea si Testarea Serviciilor, Evaluarea, si Managementul Cunostiintelor. (Continual Service Improvement) Analizarea datelor pentru a identifica trend-uri relationate de timp. Analiza de Trend-uri este folosita in Managementul Problemei pentru a identifica Defecte comune sau Elemente de Configuratie fragile, si in Managementul Capacitatii ca un mijloc de Modelare folosit pentru a prezice compartamentul viitor. Este de asemenea folosita ca un instrument de management pentru a identifica deficientele Proceselor de Management al Serviciilor IT. Activitatea responsabila pentru Planificarea Schimbarilor pentru a folosi mai eficient Resursele. Optimizarea este o parte a Managementului Performantelor, care include de asemenea Monitorizarea Performantelor si implementarea Schimbarilor necesare. (Service Strategy) Un Furnizor de Servicii Intern care este inclus intr-o Unitate de Afacere. Intr-o Organizatie pot fi mai multe tipuri de Furnizori de Servicii de Tip I. (Service Strategy) Un Furnizor de Servicii Intern care asigura Servicii IT folosite in comun de mai multe Unitati de Afacere. (Service Strategy) Un Furnizor de Servicii care asigura Servicii IT Clientilor Externi. (Service Design) Un Contract stabilit intre un Furnizor de Servicii IT si o Parte Terta. Partea Terta asigura bunuri sau Servicii care sprijina livrarea unui Serviciu IT catre un Client. Contractul de Servicii Suport defineste scopurile si responsabilitatile care sunt necesare pentru a atinge Normele Nivelului de Servicii agreate in SLA. (Service Strategy) Costul Furnizorului de Servicii IT de a asigura o singura Componenta unui Serviciu IT. De exemplu Costul unui singur PC sau a unei singure Tranzactii. (Service Transition) (Service Design) O masura a duratei de timp in care un Incident, Problema sau Schimbare va avea un Impact semnificativ asupra Afacerii. De exemplu, Impactul unui Incident major poate avea o Urgenta minora, daca Impactul nu afecteaza Afacerea pana la sfarsitul anului financiar. Impactul si Urgenta sunt folosite pentru a aloca Prioritatea.
Trend Analysis
Analiza de Trend-uri
Tuning
Optimizare
Type I Service Provider Type II Service Provider Type III Service Provider Underpinning Contract (UC)
Furnizor de servicii de tip I Furnizor de servicii de tip II Furnizor de servicii de tip III Contract de Servicii Suport (UC)
Unit Cost
Cost Unitar
Urgency
Urgenta

Usability (Service Design) The ease with which an Application, product, or IT Service can be used. Usability Requirements are often included in a Statement of Requirements. (Service Design) A technique used to define required functionality and Objectives, and to Design Tests. Use Cases define realistic scenarios that describe interactions between Users and an IT Service or other System. See Change Case. A person who uses the IT Service on a day-to-day basis. Users are distinct from Customers, as some Customers do not use the IT Service directly. (Service Strategy) A pattern of User demand for IT Services. Each User Profile includes one or more Patterns of Business Activity. (Service Strategy) Functionality offered by a Product or Service to meet a particular need. Utility is often summarised as "what it does". See Service Utility. (Service Transition) An Activity that ensures a new or changed IT Service, Process, Plan, or other Deliverable meets the needs of the Business. Validation ensures that Business Requirements are met even though these may have changed since the original Design. See Verification, Acceptance, Qualification, Service Validation and Testing. (Service Strategy) A sequence of Processes that creates a product or Service that is of value to a Customer. Each step of the sequence builds on the previous steps and contributes to the overall product or Service. See Value Network. An informal measure of Cost Effectiveness. Value for Money is often based on a comparison with the Cost of alternatives. See Cost Benefit Analysis. (Service Strategy) A complex set of Relationships between two or more groups or organisations. Value is generated through exchange of knowledge, information, goods or Services. See Value Chain, Partnership. (Continual Service Improvement) A measurement of the expected benefit of an investment. VOI considers both financial and intangible benefits. See Return on Investment. Uzabilitate (Service Design) Usurinta cu care o Aplicatie, produs sau Serviciu IT poate fi folosit. Utilitatea Cerintelor este des inclusa in Definirea Cerintelor. (Service Design) O tehnica folosita pentru a defini functionalitatea si Obiectivele necesare, si pentru a Proiecta Testele. Cazul de Utilizare defineste scenarii realiste ce descriu interactiunile dintre Utilizatori si un Serviciu IT sau alt Sistem. Vezi Studiu de Caz al Schimbarii. O persoana care folosese Serviciul IT zi de zi. Utilizatorii sunt diferiti de Clienti, unii Clienti nu folosesc direct Serviciile IT. (Service Strategy) Modelul cerintelor Utilizatorului pentru un Serviciu IT. Fiecare Profil de Utilizator include unul sau mai multe Profile ale Activitatii de Business. (Service Strategy) Functionalitatea oferita de un Produs sau de un Serviciu pentru a intruni o necesitate particulara. Utilitatea este des sumarizata ca ceea ce face. Vezi Utilitatea Serviciului. (Service Transition) O Activitate care se asigura ca un Serviciu IT nou sau schimbat, Proces, Plan, sau ca alte Livrabile isi ating necesitatile Afacerii. Validarea asigura ca Cerintele Afacerii sunt intrunite chiar daca acestea s-au mai schimbat de la Proiectul original. Vezi Validare, Acceptanta, Calificare, Validarea si Testarea Serviciului. (Service Strategy) O secventa de Procese care creaza un Produs sau un Serviciu, ce reprezinta o valoare pentru un Client. Fiecare pas din secventa se bazeaza pe pasii anteriori si contribuie la produsul sau Serviciul final. Vezi Value Network/. O masura formala a Efectivitatii Costului. Termenul de Valoare pentru Bani este des bazat pe o comparatie cu Costurile alternativelor. Vezi Analiza Cost-Beneficiu. (Service Strategy) Un grup complex de Relatii intre doua sau mai multe grupuri sau organizatii. Valoarea este generata prin schimbul cunostiintelor, al informatiei, al bunurilor sau Serviciilor. Vezi Lant al Valorii, Parteneriat. (Continual Service Improvement) O masura a beneficiului planificat al unei investitii. VOI considera beneficiile financiare si intangibile. Vezi Profitabilitatea Investitiei.
Use Case
Caz de Utilizare
User
Utilizator
User Profile (UP) Utility
Profil de Utilizator (UP) Utilitate
Validation
Validare
Value Chain
Lant al Valorii
Value for Money Value Network
Valoare pentru Bani (cheltuiti) Value Network/
Value on Investment (VOI)
Valoare din Investitie (VOI)

Variable Cost (Service Strategy) A Cost that depends on how much the IT Service is used, how many products are produced, the number and type of Users, or something else that cannot be fixed in advance. See Variable Cost Dynamics. (Service Strategy) A technique used to understand how overall Costs are impacted by the many complex variable elements that contribute to the provision of IT Services. The difference between a planned value and the actual measured value. Commonly used in Financial Management, Capacity Management and Service Level Management, but could apply in any area where Plans are in place. (Service Transition) An Activity that ensures a new or changed IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and matches its Design Specification. See Validation, Acceptance, Service Validation and Testing. (Service Transition) The Activities responsible for ensuring that information in the CMDB is accurate and that all Configuration Items have been identified and recorded in the CMDB. Verification includes routine checks that are part of other Processes. For example, verifying the serial number of a desktop PC when a User logs an Incident. Audit is a periodic, formal check. (Service Transition) A Version is used to identify a specific Baseline of a Configuration Item. Versions typically use a naming convention that enables the sequence or date of each Baseline to be identified. For example Payroll Application Version 3 contains updated functionality from Version 2. A description of what the Organisation intends to become in the future. A Vision is created by senior management and is used to help influence Culture and Strategic Planning. (Service Design) A Function of a Business Process which is critical to the success of the Business. Vital Business Functions are an important consideration of Business Continuity Management, IT Service Continuity Management and Availability Management. A weakness that could be exploited by a Threat. For example an open firewall port, a password that is never changed, or a flammable carpet. A missing Control is also considered to be a Vulnerability. Synonym for Intermediate Recovery. Cost Variabil (Service Strategy) Un Cost care depinde de cat de mult un Serviciu IT este folosit, cate produse sunt realizate, numarul si tipul Utilizatorilor, sau orice altceva ce nu poate fi fixat in avans. Vezi Dinamica Costului Variabil. (Service Strategy) O tehnica folosita pentru a intelege modul in care Costurile totale sunt impactate de multe elemente variabile complexe ce contribuie la furnizarea Serviciilor IT. Diferenta dintre o valoare planificata si o valoare masurata efectiv. Folosit des in Managementul Financiar, Managementul Capacitatilor si Managementul Nivelului Serviciului, dar poate fi aplicat in orice arie in care Planurile sunt implementate. (Service Transition) Activitatea care se asigura ca un Serviciu IT nou sau schimbat, Proces, Plan sau alte Livrabile sunt complete si exacte, De Incredere si ca acestea se potrivesc cu Specificatiile Proiectului. Vezi Validare, Acceptanta, Validarea si Testarea Serviciilor. (Service Transition) Activitatile responsabile pentru asigurarea ca informatiile din CMDB sunt exacte si ca toate Elementele de Configuratie au fost identificate si inregistrate in CMDB. Verificarea include verificari de rutina care fac parte din alte Procese. De exemplu, verificarea numarului de identificare al PC-ului atunci cand un Utilizator raporteaza un Incident. Auditul reprezinta o verificare periodica si formala. (Service Transition) O Versiune care este folosita pentru a identifica Referinta a unui Element de Configuratie. Versiunile folosesc de obicei conventii de nume care ajuta la identificarea secventei sau datele fiecarei Referinte. De exemplu Versiunea 3 a aplicatiei Payroll contine functionalitatea imbunatatita a Versiunii 2. O descriere a ceea ce o Organizatie intentioneaza sa devina in viitor. O Viziune este creata de catre o managementul superior si este folosita pentru a influenta Cultura si Planificarea Strategica. (Service Design) Functia unui Proces de Afacere care este critica pentru succesul Afacerii. Functiile Vitale ale Afacerii reprezinta elemente importante de considerat in Managementului Continuitatii Afacerii, Managementul Continuitatii Serviciilor IT si Manangementul Disponibilitatii. O slabiciune care poate fi exploatata de catre o Amenintare. De exemplu, un port deschis de firewall, o parola care nu este schimbata niciodata sau o mocheta inflamabila. Lipsa unui Control este de asemenea considerata o Vulnerabilitate. Sinonim cu Recuperare Intermediara.
Variable Cost Dynamics Variance
Dinamica Costului Variabil Variatie
Verification
Verificare
Verification and Audit
Verificare si Audit
Version
Versiune
Vision
Viziune
Vital Business Function (VBF)
Functii Vitale ale Afacerii (VBF)
Vulnerability
Vulnerabilitate
Warm Standby
Optiunea Warm

Warranty (Service Strategy) A promise or guarantee that a product or Service will meet its agreed Requirements. See Service Validation and Testing, Service Warranty. A Status that means Activities have started but are not yet complete. It is commonly used as a Status for Incidents, Problems, Changes etc. A Document containing detailed instructions that specify exactly what steps to follow to carry out an Activity. A Work Instruction contains much more detail than a Procedure and is only created if very detailed instructions are needed. (Service Operation) Reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available. For example by restarting a failed Configuration Item. Workarounds for Problems are documented in Known Error Records. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record. The Resources required to deliver an identifiable part of an IT Service. Workloads may be Categorised by Users, groups of Users, or Functions within the IT Service. This is used to assist in analysing and managing the Capacity, Performance and Utilisation of Configuration Items and IT Services. The term Workload is sometimes used as a synonym for Throughput. Standby Garantie (Service Strategy) Promisiunea sau garantia ca un produs sau un Serviciu va intruni Cerintele convenite. Vezi Validarea si Testarea Serviciului, Grantia Serviciului. O Stare care se refera la Activitatile care au inceput si care nu s-au terminat inca. Este des folosit ca o Stare pentru Incidente, Probleme, Schimbari etc. Un Document ce contine instructiuni detaliate care specifica exact pasii necesari pentru a indeplini o Activitate. Instructiunea de Lucru contine mult mai multe detalii decat o Procedura si este creata doar daca sunt necesare instructiuni detaliate. (Service Operation) Reducera sau eliminarea Impactului asupra unui Incident sau a unei Probleme pentru care o Rezolvare totala nu este inca disponibila. De exemplu restartarea unui Element de Configuratie defectat. Solutiile Temporare pentru Probleme sunt documentate in Inregistrarile despre Erori Cunoscute. Solutiile Temporare pentru Incidentele care nu sunt asociate unor Inregistrari despre Probleme sunt documentate in Inregistrarile unui Incident. Resursele necesare pentru a furniza o parte identificabila a unui Serviciu IT. Incarcarile pot fi Clasificate pe Utilizatori, grupuri de Utilizatori sau Functii din cadrul Serviciului IT. Acesta este folosit pentru a asista la analizarea si administrarea Capacitatii, Performantei si Utilizarii Elementelor de Configuratie sau Serviciilor IT. Termenul de Incarcare este cateodata folosit ca un sinonim pentru Capacitatea de Utilizare.
Work in Progress (WIP) Work Instruction
In curs de Executie (WIP) Instructiuni de Lucru
Workaround
Solutie Temporara
Workload
Incarcare

Acronym ACD AM AMIS ASP BCM BCM BCP BIA BRM BSI BSM CAB CAB/EC CAPEX CCM CFIA CI CMDB CMIS CMM CMMI CMS COTS CSF CSI CSIP CSP English Term Automatic Call Distribution Availability Management Availability Management Information System Application Service Provider Business Capacity Management Business Continuity Management Business Continuity Plan Business Impact Analysis Business Relationship Manager British Standards Institution Business Service Management Change Advisory Board Change Advisory Board / Emergency Committee Capital Expenditure Component Capacity Management Component Failure Impact Analysis Configuration Item Configuration Management Database Capacity Management Information System Capability Maturity Model Capability Maturity Model Integration Configuration Management System Commercial off the Shelf Critical Success Factor Continual Service Improvement Continual Service Improvement Programme Core Service Package Termenul Romanesc Distribuire automata a apelurilor Managementul Disponibilitatii (Serviciilor IT) Sistem Informatic pentru Managementul Disponibilitatii (Serviciilor IT) Furnizor de Servicii tip Aplicatie Managementul Capacitatii Afacerii Managementul Continuitatii Afacerii Planul Continuitatii Afacerii Analiza de Impact asupra Afacerii Managementul Relatiilor de Afacere/de Business (Managementul relatiilor cu colegii din business) Institul Britanic de Standardizare Managementul Serviciilor Afacerii Consiliul de Avizare a Schimbarilor Consiliul de Avizare a Schimbarilor Urgente Cheltuieli de Capital Managementul Capacitatii Componentelor Analiza de Impact a Defectarii Componentelor Element de Configuratie Baza de date pentru Managementul Configuratiilor Sistemul Informatic de Managementul Capacitatii Modelul masurarii Maturitatii Capabilitatilor Modelul Integrat de masurare a Maturitatii Capabilitatilor Sistemul pentru Managementul Configuratiilor Produs Comercial din Raft Factor Critic de Succes Imbunatatirea Continua a Serviciilor Programul de Imbunatatire Continua a Serviciilor Pachetul Serviciului de Baza

Acronym CTI DIKW eSCM-CL eSCM-SP FMEA FTA IRR ISG ISM ISMS ISO ISP IT ITSCM ITSM itSMF IVR KEDB KPI LOS MoR MTBF MTBSI MTRS MTTR NPV OGC OLA English Term Computer Telephony Integration Data-to-Information-to-Knowledge-to-Wisdom eSourcing Capability Model for Client Organizations eSourcing Capability Model for Service Providers Failure Modes and Effects Analysis Fault Tree Analysis Internal Rate of Return IT Steering Group Information Security Management Information Security Management System International Organization for Standardization Internet Service Provider Information Technology IT Service Continuity Management IT Service Management IT Service Management Forum Interactive Voice Response Known Error Database Key Performance Indicator Line of Service Management of Risk Mean Time Between Failures Mean Time Between Service Incidents Mean Time to Restore Service Mean Time to Repair Net Present Value Office of Government Commerce Operational Level Agreement Termenul Romanesc Telefonie Integrata Asistate de Calculator Date-catre-Informatii-catre-Cunoastere-catre-Intelepciune Modelul de Capabilitate a eSourcing pentru Organizatii Client Modelul de Capabilitate eSourcing-ul pentru Furnizorii de Servicii Moduri de Defectare si Analiza Efectelor Analiza Fault Tree (Analiza Arborele Defectelor) Rata Interna de Recuperare Grupul de Coordonare IT Managementul Securitatii Informatiei Sistem de Management al Securitatii Informatiei Organizatia Internationala de Standardizare Provider de Servicii Internet Tehnologia Informatiei Managementul Continuitatii Serviciilor IT Managementul Serviciilor IT Forumul Managementului Servicilor IT Raspuns Vocal Interactiv Baza de Date Erori Cunoscute Indicatori Cheie de Performanta Linie de Serviciu Managementul Riscurilor Media Timpului de Buna Functionare Timpul Mediu intre Incidente ale Serviciului Timpul Mediu de Restaurare a Serviciului Timpul Mediu De Reparare Valoare Neta Prezenta Oficiul de Informari pentru Sectorul Public Acord Nivel Operational Agreat (al Serviciilor)

Acronym OPEX OPSI PBA PFS PIR PSA QA QMS RCA RFC ROI RPO RTO SAC SACM SCD SCM SFA SIP SKMS SLA SLM SLP SLR SMO SoC SOP SOR SPI English Term Operational Expenditure Office of Public Sector Information Pattern of Business Activity Prerequisite for Success Post Implementation Review Projected Service Availability Quality Assurance Quality Management System Root Cause Analysis Request for Change Return on Investment Recovery Point Objective Recovery Time Objective Service Acceptance Criteria Service Asset and Configuration Management Supplier and Contract Database Service Capacity Management Service Failure Analysis Service Improvement Plan Service Knowledge Management System Service Level Agreement Service Level Management Service Level Package Service Level Requirement Service Maintenance Objective Separation of Concerns Standard Operating Procedures Statement of requirements Service Provider Interface Termenul Romanesc Cheltuieli Operationale Oficiul de Informari pentru Sectorul Public Profilul Activitatii de Afacere/ Business Conditie Necesara pentru Succes Analiza Post Implementare Planificarea Disponibilitatii Serviciului Asigurarea Calitatii Sistem de Management al Calitatii Analiza Cauzei Principale Cerere de Schimbare Profitabilitatea Investitiei (Obiectivul) Punct de Recuperare (Obiectivul) Durata de Recuperare Criteriu de Acceptanta a Serviciului Managementul Mijloacelor Fixe si al Configuratiei Baza de Date cu Furnizori si Contracte Managementul Capacitatii Serviciilor Analiza Intreruperii Serviciului Planul de Imbunatatire al Serviciului Sistemul de Managemet al Cunostintelor despre Servicii Acord Nivel Serviciu Agreat Managementul Nivelului Serviciului Pachet de Nivel al Serviciului Cerintele despre Nivelul Serviciului Obiectiv al Intretinerii Serviciului Divizarea unei Probleme Proceduri Operationale Standard Definitia Cerintelor Interfata cu Furnizorul Serviciului

Acronym SPM SPO SPOF TCO TCU TO TOR TQM UC UP VBF VOI WIP English Term Service Portfolio Management Service Provisioning Optimization Single Point of Failure Total Cost of Ownership Total Cost of Utilization Technical Observation Terms of Reference Total Quality Management Underpinning Contract User Profile Vital Business Function Value on Investment Work in Progress Termenul Romanesc Managementul Portofoliului de Servicii Optimizarea Furnizarii Serviciului Punct Critic al Infrastructurii Cost Total de Posesie Cost Total al Utilizarii Observare Tehnica Termeni de Referinta Managementul Calitatii Globale Contract de Servicii Suport Profil de Utilizator Functii Vitale ale Afacerii Valoare din Investitie In curs de Executie
Acknowledgements We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley Hanna of Hewlett-Packard in the production of this glossary.

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ITIL V3 Glossary v3.1.

24, 30 May 2008 Romanian Translation

Romanian Version of Glossary of Terms, Definitions and Acronyms

Note for readers

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Manager de Conturi clienti

Contabilitate (de IT)

Agreed Service Time

Perioada agreata de furnizare a serviciului Acord/ Conventie

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Application Management Application Portfolio

Managementul Aplicatiilor Portofoliul Aplicatiilor

Application Service Provider (ASP) Application Sizing

Furnizor de Servicii tip Aplicatie (ASP)

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Managementul Mijloacelor Fixe

Registrul Mijloacelor Fixe Atribut

Authority Matrix Automatic Call Distribution (ACD)

Matricea Responsabilitat ilor Distribuire automata a apelurilor (ACD)

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Managementul Disponibilitatii (serviciilor IT)

Availability Management Information System (AMIS)

Availability Plan Back-out

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Benchmark (Reper in Timp)

British Standards Institution (BSI) Budget

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Build Environment Business

Mediu de asamblare Afacere /Business

Business Capacity Management (BCM) Business Case

Managementul Capacitatii Afacerii (BCM)

Business Continuity Management (BCM)

Managementul Continuitatii Afacerii (BCM)

Business Continuity Plan (BCP)

Planul Continuitatii Afacerii (BCP)

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Business Impact Analysis (BIA)

Analiza de Impact asupra Afacerii (BIA)

Business Operations Business Perspective

Operatiunile Afacerii Perspectiva Afacerii

Procesele Afacerii/de Business

Business Relationship Management

Managementul Relatiilor de Afacere/de Business (Managementul relatiilor cu colegii din business)

Business Relationship Manager (BRM)

Manager al Relatiilor de Business (BRM)

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Business Service Management (BSM) Business Unit

Managementul Serviciilor Afacerii (BSM)

Dispecerat /Call Centre

Tip de Apel (telefonic) Capabilitate

Capability Maturity Model (CMM)

Modelul masurarii Maturitatii Capabilitatilor (CMM)

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Capacity Management Information System (CMIS) Capacity Plan

Sistemul Informatic de Managementul Capacitatii (CMIS) Planul de Capacitate

Capacity Planning Capital Expenditure (CAPEX) Capital Item

Planificarea Capacitatii Cheltuieli de Capital (CAPEX) Mijloc fix

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Change Advisory Board (CAB)

Consiliul de Avizare a Schimbarilor (CAB) Studiu de Caz al Schimbarii

ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Change Request Change Schedule