ITSM:
The implementation and management of quality IT services that meet the needs of the University. Service management is performed by IT service providers through an appropriate mix of people, process and information technology.
| Term | Definition | Example |
|---|---|---|
| Change | The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. | A change to a production server configuration. |
| Configuration Management Database (CMDB) | A database used to store configuration records throughout their lifecycle. The configuration management database stores attributes of configuration items, and relationships with other configuration items. | |
| Configuration Item (CI) | Any component that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within CMDB and is maintained throughout its lifecycle. All CI’s are under the control of Change Mgmt. | IT Services, hardware, software, formal documentation such as process documentation and service level agreements. |
| Continual Service Improvement (CSI) | Continual service improvement ensures that services are aligned with changing customer needs by identifying and implementing improvements to IT services. | |
| Critical Success Factor (CSF) | Something that must happen if an IT service process, plan, project or other activity is to succeed. Key performance indicators are used to measure the achievement of each critical success factor. | |
| Customer | The customer of an IT service provider is the person or group who defines and agrees the service level targets, and makes decisions for what services will be used by the area they represent. Customer may be financing the goods or services. | The Provost |
| Data Breach | A data breach is defined as unauthorized access, acquisition, use or disclosure of Restricted Data. Data breach notifications are subject to regulatory requirements following a privacy investigation and risk assessment. | |
| Impact | A measure of the effect of an incident, problem or change on delivery of IT Services. Impact and Urgency are used to assign Priority. | |
| Incident | An unplanned interruption or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident, for example, failure of one disk from a mirror set. | “I can’t see my email from yesterday or today” |
| ITIL | A set of best-practice publications for IT service management, ITIL is an acronym for the “Information Technology Infrastructure Library.” The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, design, transition, operation and continual service improvement). | |
| IT Security Events | Any observable occurrence in a system or network. Adverse events are IT security events with a negative consequence. | Network port scans, intrusion attempts, system crashes, unusual activity in system logs |
| IT Security Incident (High Severity) | IT security incidents which involve a confirmed or suspected restricted data breach or have more than a minor impact on operations. High severity incidents require the activation of UFIT ISO-CSIRT’s Incident Response procedures. Metrics collected and reported by UFIT ISO-CSIRT. | |
| IT Security Incident (Low Severity) | IT security incidents which do not involve a suspected breach of restricted data and have a minor impact on operations. Low severity incidents do not involve the activation of UFIT ISO-CSIRT’s Incident Response procedures. Metrics collected and reported by UFIT ISO-Monitoring. | |
| IT Security Crisis | an IT security incident that adversely impacts or has the potential to adversely impact core IT services that would be disruptive to UF’s mission. | IT security incidents involving ERP, IDM, Sakai, UF Exchange, etc. |
| IT Service Management (ITSM) | The implementation and management of quality IT services that meet the needs of the University. Service management is performed by IT service providers through an appropriate mix of people, process and information technology. | |
| Key Performance Indicator | A metric that is used to help manage an IT service, process, plan, project or other activity. KPIs are used to measure the achievement of CSF, hence only the most important metrics are termed as KPIs. | All KPIs are metrics, but not all metrics are currently identified as high priority to become KPIs. |
| Knowledge Management | The process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The process enables informed decisions without the need for rediscovering knowledge. | |
| Major Incident | A Major Incident is a service disruption with high levels of business impact and urgency to restore. | “I can’t…access eLearning because the website is down” |
| Metric | Something that is measured and reported to help manage a process, IT service or activity. | |
| Priority | 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. | |
| Problem | 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. | |
| Process Owner | The person who is held accountable for ensuring that a process is fit for purpose. | |
| RACI | A model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted and informed. | |
| Service | A means of delivering value to customers by facilitating outcomes customers want to achieve. | |
| Service Catalog | A representation of current IT services. | |
| Service Desk | 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. | |
| Service Pipeline | IT services that are under consideration, but not yet available to customers. The service pipeline provides a business view of future IT services. It is part of the service portfolio but not normally published to customers. | |
| Service Portfolio | A representation of services managed by a service provider. Used to manage the lifecycle of services, and includes three categories: service pipeline (proposed or in development), service catalog (currently available for deployment), and retired services. | |
| Service Request | A formal request from a user for something to be provided. Service requests are managed by the request fulfillment process, usually in conjunction with the service desk. | “I want… a new workstation” |
| Stakeholder | A person who has a particular IT service. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, service owners, etc. | Deans/Directors of all the Colleges representing faculty, staff, and students of their departments |
| Urgency | A measure of how long it will be until an incident, problem or change has a significant impact on the University. | |
| User | A person who uses the IT service offerings on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT services directly. | Students, Faculty, Staff, Alumni |