Professional Documents
Culture Documents
Romanian Version of Glossary of Terms, Definitions and Acronyms
Romanian Version of Glossary of Terms, Definitions and Acronyms
Access Management
Managementul Accesului
Account Manager
Accounting
Accredited
Acreditat
Active Monitoring
Monitorizare activa
Activity
Activitate
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.
Analytical Modelling
Modelare analitica
Application
Aplicatie
Dimensionarea Aplicatiilor
Architecture
Arhitectura
Assessment
Evaluare
Asset
Bun (Bunuri)
Asset Management
Asset Register
Attribute
Audit
Inspectie/Audit
(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.
(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 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.
(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.
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.
Best Practice
Buna Practica
Brainstorming
Brainstorming (sesiune de creare si colectare de idei) Institul Britanic de Standardizare (BSI) Buget
Build
Ansamblare/ Build
Studiu de fezabilitate
Business Objective
Obiectivul Afacerii
Business Process
(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.
Unitate de Business
Call
Apel (telefonic)
Call Centre
Call Type
Capability
Capacity
Capacitate
Capacity Management
Managementul Capacitatii
Category
Categorie
Certification
Certificare
Change
Schimbare
Change Case
Change History
Istoricul Schimbarilor
Change Management
Managementul Schimbarii
Change Record
Inregistrarea Schimbarii
Change Window
Charging
Chronological Analysis
CI Type
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.
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 CI
Configuration Baseline
Configuratie de Referinta
Configuration Control
Controlul Configuratiei
Configuration Management
Managementul Configuratiilor
Baza de date pentru Managementul Configuratiilor (CMDB) Sistemul pentru Managementul Configuratiilor (CMS)
Control
Control
(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.
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 Unit
Unitate de Cost
Countermeasu re
Contramasura
Course Corrections
CRAMM
Crisis Management
Managementul Crizei
Culture
Cultura
Customer
Client
Customer Portfolio
Portofoliul de Clienti
Dashboard
Tablou de Bord
(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.
(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.
Demand Management
Managementul Cerintelor
Depreciation
Amortizare
Design
Proiectare
Detection
Detectare
Development
Dezvoltare
Development Environment
Mediu de dezvoltare
Diagnostic Script
Document
Downtime
Timp de Intrerupere
Driver
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
Effectiveness
Efectivitate
Efficiency
Eficienta
Emergency Change
Schimbare Urgenta
Error
Eroare
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
Exception Report
Raport de Exceptii
Client Extern
Metrica Externa
Failure
Defectiune
Analiza Fault Tree (FTA) (Analiza Arborele Defectelor) Managementul Financiar (de IT) Primul Nivel de Suport
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.
Fixed Cost
Cost Fix
Fixed Facility
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.
Fulfilment
Function
Governance
Guvernanta
Gradual Recovery
Guideline
Indrumar/Ghid
Immediate Recovery
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
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
(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
Client Intern
Metrica Interna
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
Ishikawa Diagram
ISO 9000
ISO 9000
ISO 9001
ISO 9001
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 Service
Serviciu IT
Job Description
Descrierea Job-ului
Job Scheduling
Kano Model
(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
Lifecycle
Ciclu de Viata
Live
In Productie
Live Environment
Mediu de Productie
Major Incident
Incident Major
Managed Services
Servicii Gestionate
Management Information
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.
Marginal Cost
Cost Marginal
Market Space
Maturity Level
Mean Time Between Service Incidents (MTBSI) Mean Time To Repair (MTTR)
Timpul Mediu intre Incidente ale Serviciului (MTBSI) Timpul Mediu De Reparare (MTTR)
Metric
Metrica
Middleware
Middleware
Mission Statement
Modelling
Modelare
Monitoring
Near-Shore
Near-Shore
Notional Charging
Taxare Informativa
Objective
Obiectiv
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.
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.
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
Optimise
Optimizare
Organisation
Organizatie
Outcome
Rezultat
Outsourcing
Externalizare
Pareto Principle
Principiul Pareto
Partnership
Parteneriat
Passive Monitoring
Monitorizarea Pasiva
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
Performance
Performanta
Performance Anatomy
Anatomia performantei
Performance Management
Managementul Performantei
Plan
Plan
Plan-DoCheck-Act
PlanificaExecutaVerificaActioneaza (PDCA)
Planned Downtime
Planning PMBOK
Planificare PMBOK
Policy
Politica
Portable Facility
Priority
Prioritate
Problem
Problema
Problem Management
Managementul Problemelor
Process
Proces
Process Owner
Responsabil de Proces
pro-forma
Proforma
Project
Proiect
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.
Calitate
Quick Win
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.
Reciprocal Arrangement
Record
Recovery
Recuperare
Recovery Option
Relationship
Relatie
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.
Release Management
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 Unit
Release Window
Reliability
(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.
(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
Response Time
Timp de Raspuns
Responsivene ss
Viteza de Raspuns
Retire
Retras / Casare
Return to Normal
Rights
Drepturi
Risk
Risc
Risk Assessment
Evaluarea Riscului
Rollout
Distributie
Second-line Support
Securitate Managementul Securitatii Politica de Securitate Divizarea unei Probleme (SoC) Server
Service
Serviciu
Service Analytics
Service Catalogue
Catalog de Servicii
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.
Cultura Serviciilor
Service Design
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 Hours
(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
(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 Manager
Manager de Servicii
Service Operation
Service Owner
Proprietarul Serviciului
Service Pipeline
Service Portfolio
Portofoliul de Servicii
Service Provider Interface (SPI) Service Provisioning Optimization (SPO) Service Reporting
Interfata cu Furnizorul Serviciului (SPI) Optimizarea Furnizarii Serviciului (SPO) Raportarea Serviciilor
Service Sourcing
Originea Serviciului
Service Utility
Utilitatea Serviciului
Service Valuation
Evaluarea Serviciului
Serviceability
Shift
Schimb (Tura)
Simulation modelling
SLAM Chart
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
Strategie Superuser
Supplier
Furnizor
Support Group
Grup de Suport
Support Hours
Orar de Suport
Supporting Service
Servicii de Suport
SWOT Analysis
System
Technical Management
Managementul Tehnic
Serviciu Tehnic Suport Tehnic Metrici Complementar e/ Metrice Tension Termeni de Referinta (TOR) Test
Mediu de Test
Parte Terta
Threat
Amenintare
Threshold
Prag, Limita
Throughput
Capacitate de utilizare
Transaction
Tranzactie
Transition
Tranzitie
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
Use Case
Caz de Utilizare
User
Utilizator
Validation
Validare
Value Chain
Lant al Valorii
Verification
Verificare
Verificare si Audit
Version
Versiune
Vision
Viziune
Vulnerability
Vulnerabilitate
Warm Standby
Optiunea Warm
Workaround
Solutie Temporara
Workload
Incarcare
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.