A
- Asset
- An IT asset is any hardware, software, or technology resource used to support business operations, encompassing everything from desktop computers, laptop, point-of-sale devices, servers, virtual servers and software licenses.
C
- Change Request
- A change request (also known as a Request for Change) is a formal proposal to alter a service or service asset.
- Configuration Item (CI)
- A component of an IT system that needs to be managed to ensure services are delivered. CIs can be hardware, software, documentation, or other items.
- Configuration Management System (CMS)
- Not to be confused with an Asset Management System, a CMS tracks relationships between Configuration Items.
D
- Delegation of Authority
- A formal arrangement and acknowledgement that another employee or contractor may make a decision on behalf of the person.
- DevOps
- A contraction of the terms “Development” and “Operations”. Also a loosely defined term which includes a set of specialised IT management and engineering practices relating to the testing, packaging and deployment of software.
F
- Framework
- A practice framework integrates research, best practice theories, ethical principles, experience and knowledge in a compact and convenient format that helps practitioners to use the knowledge and principles to inform their everyday work.
I
- Incident Response Plan
- A set of instructions to detect, respond to and limit the effects of an cybersecurity event.
- IT Service Management (ITSM)
- A structured approach to managing IT services, encompassing all processes and activities needed to design, deliver, and support those services, with the goal of maximising business value from IT.
N
- Non-Standard Change
- Also known as a “normal” change, a Non-Standard change is a high-risk change which is not fully understood and usually not repeatable.
P
- Playbook
- A comprehensive document that outlines strategic actions, processes, and best practices to ensure consistency, efficiency, and quality in operations, training, and employee onboarding.
- Procedure
- A procedure is a set of instructions for completing a single task or activity within a process.
- Process
- A series of activities required to accomplish a particular goal or produce an output.