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,
efinitions an! "#ronyms
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-ackard in the production of this
glossary!
Acknowledgements for Romanian Version
We would like to express our gratitude and acknowledge the contribution of "#$oard% Adrian &unteanu% 'atalin (anila and Sil)iu *eagu for Romanian
translation% Andrei +heorghiu% ,lorin Stamate and *adia Stan for -uality checks on the translation!
*ote for readers
#his glossary may be freely downloaded!
See http.//www!get-best-practice!co!uk/glossaries!aspx for details of licence terms
ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation
#erm (efinition #ermeni (efinitie
"##e$tan#e %ormal a&reement t'at an IT (ervi#e, )ro#ess, )lan, or ot'er
elivera*le is #om$lete, a##+rate, Relia*le an! meets its
s$e#ifie! Re,+irements. "##e$tan#e is +s+ally $re#e!e! *y
-val+ation or Testin& an! is often re,+ire! *efore $ro#ee!in&
to t'e ne.t sta&e of a )ro/e#t or )ro#ess.
(ee (ervi#e "##e$tan#e 0riteria.
"##e$tanta "#or! formal #a +n (ervi#i+ IT, )ro#es, )lan sa+ alte Livra*ile
sa fie #om$lete, #ore#te, !e In#re!ere si sa satisfa#a 0erintele
s$e#ifi#ate. 12+al "#e$tanta este $re#e!ata !e -val+are sa+
Testare si este !e o*i#ei o*li&atorie inainte !e a tre#e la
+rmator+l sta!i+ al +n+i )roie#t sa+ )ro#es.
Ve2i 0riterii !e "#e$tanta.
"##ess
Mana&ement
0Ser)ice 1peration2 T'e )ro#ess res$onsi*le for allo3in&
1sers to ma4e +se of IT (ervi#es, !ata, or ot'er "ssets.
"##ess Mana&ement 'el$s to $rote#t t'e 0onfi!entiality,
Inte&rity an! "vaila*ility of "ssets *y ens+rin& t'at only
a+t'ori2e! 1sers are a*le to a##ess or mo!ify t'e "ssets.
"##ess Mana&ement is sometimes referre! to as Ri&'ts
Mana&ement or I!entity Mana&ement.
Mana&ement+l
"##es+l+i
0Ser)ice 1peration2 )ro#es+l res$onsa*il $entr+ a $ermite
1tili2atorilor sa foloseas#a (ervi#iile IT, !ate sa+ alte 5+n+ri.
Mana&ement+l "##es+l+i a/+ta $rote/area 0onfi!entialitatii,
Inte&ritatii, si is$oni*ilitatii 5+n+rilor, asi&+ran!+6se #a n+mai
1tili2atorii a+tori2ati a+ $osi*ilitatea sa a##ese2e sa+ sa
mo!ifi#e a#este 5+n+ri. Mana&ement+l "##es+l+i este +neori
!en+mit Mana&ement+l re$t+rilor sa+ Mana&ement+l
I!entitatii.
"##o+nt
Mana&er
0Ser)ice Strategy2 " Role t'at is very similar to 5+siness
Relations'i$ Mana&er, *+t in#l+!es more #ommer#ial
as$e#ts. Most #ommonly +se! 3'en !ealin& 3it' -.ternal
0+stomers.
Mana&er !e
0ont+ri #lienti
0Ser)ice Strategy2 1n Rol #are este similar #+ Mana&er+l
Relatiilor !e 5+siness, !ar in#l+!e mai m+lte as$e#te
#ome#iale. e o*i#ei este folosit mai m+lt #an! se
intera#tionea2a #+ 0lienti -.terni.
"##o+ntin& 0Ser)ice Strategy2 T'e )ro#ess res$onsi*le for i!entifyin&
a#t+al 0osts of !eliverin& IT (ervi#es, #om$arin& t'ese 3it'
*+!&ete! #osts, an! mana&in& varian#e from t'e 5+!&et.
0onta*ilitate
7!e IT8
0Ser)ice Strategy2 )ro#es+l res$onsa*il #+ i!entifi#area
0ost+rilor a#t+ale ale livrarii (ervi#ilor IT, #om$area a#estora
#+ #ost+l *+&et+l+i si mana&ement+l !eviatiilor9variantelor fata
!e 5+&et.
"##re!ite! :ffi#ially a+t'orise! to #arry o+t a Role. %or e.am$le an
"##re!ite! *o!y may *e a+t'orise! to $rovi!e trainin& or to
#on!+#t "+!its.
"#re!itat "+tori2at ofi#ial $entr+ a in!e$lini +n Rol. e e.em$l+, o
$ersoana "#re!itata $oate fi a+tori2ata sa f+rni2e2e +n trainin&
sa+ sa #on!+#a o misi+ne !e "+!it.
"#tive
Monitorin&
0Ser)ice 1peration2 Monitorin& of a 0onfi&+ration Item or an
IT (ervi#e t'at +ses a+tomate! re&+lar #'e#4s to !is#over
t'e #+rrent stat+s.
(ee )assive Monitorin&.
Monitori2are
a#tiva
0Ser)ice 1peration2 Monitori2area +n+i -lement !e
0onfi&+rare sa+ a +n+i (ervi#i+ IT #are foloseste verifi#ari
!ese, a+tomate, $entr+ a !es#o$eri sit+atia #+renta. Ve2i
Monitori2area )asiva.
"#tivity " set of a#tions !esi&ne! to a#'ieve a $arti#+lar res+lt.
"#tivities are +s+ally !efine! as $art of )ro#esses or )lans,
an! are !o#+mente! in )ro#e!+res.
"#tivitate 1n set !e a#ti+ni $lanifi#ate $entr+ a o*tine +n re2+ltat
s$e#ifi#. "#tivitatile s+nt !eo*i#ei !efinite #a o $arte !in
)ro#ese sa+ )lan+ri si s+nt $re2entate in )ro#e!+ri.
"&ree!
(ervi#e Time
0Ser)ice (esign2 " synonym for (ervi#e ;o+rs, #ommonly
+se! in formal #al#+lations of "vaila*ility. (ee o3ntime.
)erioa!a
a&reata !e
f+rni2are a
servi#i+l+i
0Ser)ice (esign2 1n sinonim $entr+ :rar+l is$oni*ilitatii
(ervi#i+l+i, folosit !es in #al#+lele formale ale is$oni*ilitatii.
Ve2i Tim$ !e Intrer+$ere.
"&reement " o#+ment t'at !es#ri*es a formal +n!erstan!in& *et3een
t3o or more $arties. "n "&reement is not le&ally *in!in&,
+nless it forms $art of a 0ontra#t.
(ee (ervi#e Level "&reement, :$erational Level "&reement.
"#or!9
0onventie
1n o#+ment #are !es#rie +n a#or! formal intre !o+a sa+ mai
m+lte $arti. 1n "#or!90onventie n+ re$re2inta o o*li&atie
le&ala, !e#at !oar !a#a fa#e $arte !intr6+n 0ontra#t. Ve2i
"#or! <ivel (ervi#i+ "&reat 7(L"8, "#or! <ivel :$erational
"&reat 7:L"8.
"lert 0Ser)ice 1peration2 " 3arnin& t'at a t'res'ol! 'as *een
rea#'e!, somet'in& 'as #'an&e!, or a %ail+re 'as o##+rre!.
"lerts are often #reate! an! mana&e! *y (ystem
Mana&ement tools an! are mana&e! *y t'e -vent
Mana&ement )ro#ess.
"lerta 0Ser)ice 1peration2 : alarma #a s6a atins +n $ra&, s6a
s#'im*at #eva sa+ a a$ar+t o efe#ti+ne. "lertele s+nt !e
o*i#ei #reate si #on!+se $rin interme!i+l instr+mentelor !e
Mana&ement+l (istemelor9(ystem Mana&ement si s+nt
&estionate !e )ro#es+l Mana&ement+l+i -venimentelor.
"nalyti#al
Mo!ellin&
0Ser)ice Strategy2 0Ser)ice (esign2 0'ontinual Ser)ice
"mpro)ement2 " te#'ni,+e t'at +ses mat'emati#al Mo!els to
$re!i#t t'e *e'avio+r of a 0onfi&+ration Item or IT (ervi#e.
"nalyti#al Mo!els are #ommonly +se! in 0a$a#ity
Mana&ement an! "vaila*ility Mana&ement.
(ee Mo!ellin&.
Mo!elare
analiti#a
0Ser)ice Strategy2 0Ser)ice (esign2 0'ontinual Ser)ice
"mpro)ement2 : te'ni#a #are foloseste Mo!ele matemati#e
$entr+ a $+tea $revi2iona #om$ortament+l +n+i -lement !e
0onfi&+ratie sa+ a +n+i (ervi#i+ IT. Mo!elarea analiti#a este
!es folosita in Mana&ement+l 0a$a#itatii si in Mana&ement+l
is$oni*ilitatii 7(ervi#iilor IT8. Ve2i Mo!elare.
"$$li#ation (oft3are t'at $rovi!es %+n#tions t'at are re,+ire! *y an IT
(ervi#e. -a#' "$$li#ation may *e $art of more t'an one IT
(ervi#e. "n "$$li#ation r+ns on one or more (ervers or
0lients.
(ee "$$li#ation Mana&ement, "$$li#ation )ortfolio.
"$li#atie 1n soft3are #are asi&+ra %+n#tii ne#esare +n+i (ervi#i+ IT.
%ie#are "$li#atie $oate fi $arte !in +n+l sa+ mai m+lte (ervi#ii
IT. "$li#atia $oate f+n#tiona $e +n+l sa+ mai m+lte (ervere
sa+ 0lienti.
Ve2i Mana&ement+l "$li#atiilor, )ortofoli+l "$li#atiilor.
"$$li#ation
Mana&ement
0Ser)ice (esign2 0Ser)ice 1peration2 T'e %+n#tion
res$onsi*le for mana&in& "$$li#ations t'ro+&'o+t t'eir
Life#y#le.
Mana&ement+l
"$li#atiilor
0Ser)ice (esign2 0Ser)ice 1peration2 %+n#tia res$onsa*ila
$entr+ #oor!onarea "$li#atiilor, $e tot $ar#+rs+l 0i#l+l !e
Viata.
"$$li#ation
)ortfolio
0Ser)ice (esign2 " !ata*ase or str+#t+re! o#+ment +se!
to mana&e "$$li#ations t'ro+&'o+t t'eir Life#y#le. T'e
"$$li#ation )ortfolio #ontains 4ey "ttri*+tes of all
"$$li#ations. T'e "$$li#ation )ortfolio is sometimes
im$lemente! as $art of t'e (ervi#e )ortfolio, or as $art of t'e
0onfi&+ration Mana&ement (ystem.
)ortofoli+l
"$li#atiilor
0Ser)ice (esign2 : *a2a !e !ate sa+ +n o#+ment str+#t+rat,
folosit $entr+ a &estiona "$li#atia $e $ar#+rs+l 0i#l+l+i !e Viata
7al "$li#atiilor8. )ortofoli+l "$li#atiilor #ontine "tri*+te
semnifi#ative !in toate "$li#atiile. )ortofoli+l "$li#atiilor este
#ateo!ata im$lementat #a fa#an! $arte !in )ortofoli+l !e
(ervi#ii, sa+ #a $arte !in (istem+l $entr+ Mana&ement+l
0onfi&+ratiilor 70M(8.
"$$li#ation
(ervi#e
)rovi!er
7"()8
0Ser)ice (esign2 "n -.ternal (ervi#e )rovi!er t'at $rovi!es
IT (ervi#es +sin& "$$li#ations r+nnin& at t'e (ervi#e
)rovi!er=s $remises. 1sers a##ess t'e "$$li#ations *y
net3or4 #onne#tions to t'e (ervi#e )rovi!er.
%+rni2or !e
(ervi#ii ti$
"$li#atie 7"()8
0Ser)ice (esign2 1n )rovi!er !e (ervi#ii -.tern #are
f+rni2ea2a (ervi#ii IT folosin! "$li#atii #e f+n#tionea2a9r+lea2a
in lo#atia9$e infrastr+#t+ra %+rni2or+l+i !e (ervi#i+. 1tili2atorii
a##esea2a "$li#atia $rin interme!i+l #one.i+nilor !e retea
#atre %+rni2or+l !e (ervi#ii.
"$$li#ation
(i2in&
0Ser)ice (esign2 T'e "#tivity res$onsi*le for +n!erstan!in&
t'e Reso+r#e Re,+irements nee!e! to s+$$ort a ne3
"$$li#ation, or a ma/or 0'an&e to an e.istin& "$$li#ation.
"$$li#ation (i2in& 'el$s to ens+re t'at t'e IT (ervi#e #an
meet its a&ree! (ervi#e Level Tar&ets for 0a$a#ity an!
)erforman#e.
imensionarea
"$li#atiilor
0Ser)ice (esign2 "#tivitatea res$onsa*ila $entr+ intele&erea
0erintelor !e Res+rse ne#esare9folosite !e o no+a "$li#atie
sa+ o (#'im*are ma/ora a +nei "$li#atii e.istente.
imensionarea "$li#atiilor se asi&+ra #a (ervi#iile IT $ot atin&e
<orma <ivel+l+i !e (ervi#ii $entr+ 0a$a#itate si )erformanta.
"r#'ite#t+re 0Ser)ice (esign2 T'e str+#t+re of a (ystem or IT (ervi#e,
in#l+!in& t'e Relations'i$s of 0om$onents to ea#' ot'er an!
to t'e environment t'ey are in. "r#'ite#t+re also in#l+!es t'e
(tan!ar!s an! G+i!elines 3'i#' &+i!e t'e !esi&n an!
evol+tion of t'e (ystem.
"r'ite#t+ra 0Ser)ice (esign2 (tr+#t+ra +n+i (istem sa+ a +n+i (ervi#i+ IT,
in#l+2an! Relatiile 0om$onentelor +nele #+ #elelalte si #+
me!i+l !in #are fa# $arte. "r'ite#t+ra in#l+!e !e asemenea si
(tan!ar!e si G'i!+ri9In!r+mare #are in!i#a mo!+l !e
$roie#tare si evol+tia (istem+l+i.
"ssem*ly 0Ser)ice #ransition2 " 0onfi&+ration Item t'at is ma!e +$
from a n+m*er of ot'er 0Is. %or e.am$le a (erver 0I may
#ontain 0Is for 0)1s, is4s, Memory et#.> an IT (ervi#e 0I
may #ontain many ;ar!3are, (oft3are an! ot'er 0Is.
(ee 0om$onent 0I, 5+il!.
"nsam*l+ 0Ser)ice #ransition2 1n -lement !e 0onfi&+ratie #are este
format !intr6+n n+mar !e alte -lemente !e 0onfi&+ratie. e
e.em$l+ +n -lement e 0onfi&+ratie 70I8 (erver $oate #ontine
mai m+lte -lemente !e 0onfi&+ratie ;ar!3are, (oft3are si alte
-lemente !e 0onfi&+ratie.
Ve2i -lement !e 0onfi&+ratie90I, "sam*lare.
"ssessment Ins$e#tion an! analysis to #'e#4 3'et'er a (tan!ar! or set
of G+i!elines is *ein& follo3e!, t'at Re#or!s are a##+rate, or
t'at -ffi#ien#y an! -ffe#tiveness tar&ets are *ein& met.
(ee "+!it.
-val+are Ins$e#tia si anali2a reali2ata $entr+ a verifi#a !a#a +n
(tan!ar! sa+ +n set !e G'i!+ri9In!r+mare s+nt res$e#tate,
!a#a Inre&istrarile s+nt efe#t+ate #ore#t sa+ !a#a tintele
$ro$+se $entr+ -fi#ienta si -fe#tivitate s+nt atinse.
Ve2i "+!it.
"sset 0Ser)ice Strategy2 "ny Reso+r#e or 0a$a*ility. "ssets of a
(ervi#e )rovi!er in#l+!e anyt'in& t'at #o+l! #ontri*+te to t'e
!elivery of a (ervi#e. "ssets #an *e one of t'e follo3in&
ty$es? Mana&ement, :r&anisation, )ro#ess, @no3le!&e,
)eo$le, Information, "$$li#ations, Infrastr+#t+re, an!
%inan#ial 0a$ital.
5+n 75+n+ri8 0Ser)ice Strategy2 :ri#e Res+rsa sa+ 0a$a*ilitate. 5+n+rile
+n+i %+rni2or !e (ervi#ii in#l+! tot #e ar $+tea #ontri*+i la
livrarea +n+i (ervi#i+. 5+n+rile $ot fi !e +rmatoarele ti$+ri?
Mana&ement, :r&ani2are, )ro#ese, 0+nostiinte,
:ameni9Res+rse, Informatie, "$li#atii, Infrastr+#t+ra si 0a$ital
%inan#iar.
"sset
Mana&ement
0Ser)ice #ransition2 "sset Mana&ement is t'e )ro#ess
res$onsi*le for tra#4in& an! re$ortin& t'e val+e an!
o3ners'i$ of finan#ial "ssets t'ro+&'o+t t'eir Life#y#le.
"sset Mana&ement is $art of an overall (ervi#e "sset an!
0onfi&+ration Mana&ement )ro#ess.
(ee "sset Re&ister.
Mana&ement+l
Mi/loa#elor %i.e
0Ser)ice #ransition2 Mana&ement+l Mi/loa#elor %i.e este
)ro#es+l res$onsa*il $entr+ +rmarirea si ra$ortarea valorilor si
a$artenenta 5+n+rilor finan#iare !e6a l+n&+l 0i#l+l+i lor !e
Viata. Man&ement+l Mi/loa#elor %i.e fa#e $arte !in $ro#es+l
&lo*al !e Mana&ement+l 0onfi&+ratiilor si "#tivele (ervi#i+l+i.
Ve2i Re&istr+l Mi/loa#elor %i.e.
"sset Re&ister 0Ser)ice #ransition2 " list of "ssets, 3'i#' in#l+!es t'eir
o3ners'i$ an! val+e. T'e "sset Re&ister is maintaine! *y
"sset Mana&ement.
Re&istr+l
Mi/loa#elor %i.e
0Ser)ice #ransition2 : lista !e 5+n+ri, #are in#l+!e
a$artenenta si valorile a#estora. Re&istr+l Mi/loa#elor %i.e este
mentin+t !e Mana&ement+l Mi/loa#elor %i.e.
"ttri*+te 0Ser)ice #ransition2 " $ie#e of information a*o+t a
0onfi&+ration Item. -.am$les are name, lo#ation, Version
n+m*er, an! 0ost. "ttri*+tes of 0Is are re#or!e! in t'e
0onfi&+ration Mana&ement ata*ase 70M58.
(ee Relations'i$.
"tri*+t 0Ser)ice #ransition2 : $orti+ne !e informatie !es$re +n
-lement !e 0onfi&+ratie. e e.em$l+, n+me, lo#atie, n+mar
Versi+ne si 0ost. "tri*+tele -lementelor !e 0onfi&+ratie s+nt
inre&istrate in 5a2a !e ate $entr+ Mana&ement+l
0onfi&+ratiilor 0M5.
Ve2i Relatii.
"+!it %ormal ins$e#tion an! verifi#ation to #'e#4 3'et'er a
(tan!ar! or set of G+i!elines is *ein& follo3e!, t'at Re#or!s
are a##+rate, or t'at -ffi#ien#y an! -ffe#tiveness tar&ets are
*ein& met. "n "+!it may *e #arrie! o+t *y internal or e.ternal
&ro+$s.
(ee 0ertifi#ation, "ssessment.
Ins$e#tie9"+!it Ins$e#tie formala si verifi#are $entr+ a #ontrola in #e mas+ra
+n (tan!ar! sa+ +n set !e G'i!+ri9In!r+mare s+nt res$e#tate,
!a#a Inre&istrarile s+nt #ore#te sa+ !a#a tintele $ro$+se
$entr+ -fi#ienta si -fe#tivitate s+nt atinse. : misi+ne !e "+!it
$oate fi #on!+sa !e +n &r+$ intern sa+ e.tern.
Ve2i 0ertifi#are, -val+are.
"+t'ority
Matri.
(ynonym for R"0I. Matri#ea
Res$onsa*ilitat
ilor
(inonim $entr+ R"0I.
"+tomati# 0all
istri*+tion
7"08
0Ser)ice 1peration2 1se of Information Te#'nolo&y to !ire#t
an in#omin& tele$'one #all to t'e most a$$ro$riate $erson in
t'e s'ortest $ossi*le time. "0 is sometimes #alle!
"+tomate! 0all istri*+tion.
istri*+ire
a+tomata a
a$el+rilor
7"08
0Ser)ice 1peration2 %olosirea +nei Te'nolo&ii Informati#e
$entr+ a !ire#tiona a$el+rile telefoni#e sosite #atre #ea mai
$otrivita $ersoana si in tim$+l #el mai s#+rt. "0 este #+nos#+t
si s+* !e n+mirea !e istri*+irea "+tomata a "$el+rilor.
"vaila*ility 0Ser)ice (esign2 "*ility of a 0onfi&+ration Item or IT (ervi#e
to $erform its a&ree! %+n#tion 3'en re,+ire!. "vaila*ility is
!etermine! *y Relia*ility, Maintaina*ility, (ervi#ea*ility,
)erforman#e, an! (e#+rity. "vaila*ility is +s+ally #al#+late!
as a $er#enta&e. T'is #al#+lation is often *ase! on "&ree!
(ervi#e Time an! o3ntime. It is 5est )ra#ti#e to #al#+late
"vaila*ility +sin& meas+rements of t'e 5+siness o+t$+t of t'e
IT (ervi#e.
is$oni*ilitate 0Ser)ice (esign2 "*ilitatea +n+i -lement !e 0onfi&+ratie sa+
a +n+i (ervi#i+ IT !e a e.e#+ta %+n#tiile #onvenite at+n#i #an!
este #a2+l. is$oni*ilitatea este !eterminata !e %ia*ilitate,
0a$a#itatea !e Intretinere a +n+i (ervi#i+, 0a$a#itatea !e
In!e$linire a (ervi#i+l+i, )erformanta si (e#+ritate.
is$oni*ilitatea este !e o*i#ei #al#+lata #a +n $ro#ent. "#est
#al#+l este !e o*i#ei *a2at $e )erioa!a a&reata !e f+rni2are a
servi#i+l+i si Tim$ !e intrer+$ere. -ste o 5+na )ra#ti#a !e a
#al#+la is$oni*ilitatea folosin! #a mas+ra #ontri*+tia la
"fa#ere a (ervi#i+l+i IT.
"vaila*ility
Mana&ement
0Ser)ice (esign2 T'e )ro#ess res$onsi*le for !efinin&,
analysin&, )lannin&, meas+rin& an! im$rovin& all as$e#ts of
t'e "vaila*ility of IT (ervi#es. "vaila*ility Mana&ement is
res$onsi*le for ens+rin& t'at all IT Infrastr+#t+re, )ro#esses,
Tools, Roles et# are a$$ro$riate for t'e a&ree! (ervi#e Level
Tar&ets for "vaila*ility.
Mana&ement+l
is$oni*ilitatii
7servi#iilor IT8
0Ser)ice (esign2 )ro#es+l res$onsa*il $entr+ !efinirea,
anali2a, )lanifi#area, mas+rarea si im*+natatirea t+t+ror
as$e#telor le&ate !e is$oni*ilitatea +n+i (ervi#i+ IT.
Mana&ement+l is$oni*ilitatii este res$onsa*il $entr+ a se
asi&+ra #a Infrastr+#t+ra IT, )ro#esele, Instr+mentele, Rol+rile
et# s+nt #ores$+n! #+ <orma <ivel+l+i !e (ervi#ii #onvenite
$entr+ is$oni*ilitate.
"vaila*ility
Mana&ement
Information
(ystem
7"MI(8
0Ser)ice (esign2 " virt+al re$ository of all "vaila*ility
Mana&ement !ata, +s+ally store! in m+lti$le $'ysi#al
lo#ations.
(ee (ervi#e @no3le!&e Mana&ement (ystem.
(istem
Informati#
$entr+
Mana&ement+l
is$oni*ilitatii
7servi#iilor IT8
7"MI(8
0Ser)ice (esign2 1n !e$o2it virt+al $entr+ toate !atele
Mana&ement+l is$oni*ilitatii, sto#at !e o*i#ei in mai m+lte
lo#atii fi2i#e.
Ve2i (istem+l !e Mana&emet al 0+nostintelor !es$re (ervi#ii
(@M(.
"vaila*ility
)lan
0Ser)ice (esign2 " )lan to ens+re t'at e.istin& an! f+t+re
"vaila*ility Re,+irements for IT (ervi#es #an *e $rovi!e!
0ost -ffe#tively.
)lan+l
"si&+rarii
is$oni*ilitatii
0Ser)ice (esign2 1n )lan #are se asi&+ra #a, 0erintele !e
isi$oni*ilitate #+rente si viitoare, $entr+ (ervi#iile IT, sa fie
f+rni2ate in mo! -fe#tiv !in $+n#t !e ve!ere al 0ost+l+i.
5a#46o+t (ynonym for Reme!iation. Iesire !in
sit+atii
ne$reva2+te95a
#46o+t
(inonim #+ Reme!iere.
5a#4+$ 0Ser)ice (esign2 0Ser)ice 1peration2 0o$yin& !ata to
$rote#t a&ainst loss of Inte&rity or "vaila*ility of t'e ori&inal.
(alvare
ate95a#46+$
0Ser)ice (esign2 0Ser)ice 1peration2 0o$ierea !atelor
$entr+ a fi $rote/ate im$otriva $ier!erii9!istr+&erii Inte&ritatii sa+
is$oni*ilitatii ori&inal+l+i.
5alan#e!
(#ore#ar!
0'ontinual Ser)ice "mpro)ement2 " mana&ement tool
!evelo$e! *y rs. Ro*ert @a$lan 7;arvar! 5+siness (#'ool8
an! avi! <orton. " 5alan#e! (#ore#ar! ena*les a (trate&y
to *e *ro4en !o3n into @ey )erforman#e In!i#ators.
)erforman#e a&ainst t'e @)Is is +se! to !emonstrate 'o3
3ell t'e (trate&y is *ein& a#'ieve!. " 5alan#e! (#ore#ar!
'as 4 ma/or areas, ea#' of 3'i#' 'as a small n+m*er of
@)Is. T'e same 4 areas are #onsi!ere! at !ifferent levels of
!etail t'ro+&'o+t t'e :r&anisation.
5alan#e
(#ore#ar! 7+n
instr+ment !e
eval+are a
$erformantei8
0'ontinual Ser)ice "mpro)ement2 -ste o +nealta $entr+
mana&ement, !e2voltata !e r. Ro*ert @a$lan 7;ar3ar!
5+siness (#'ool8 si avi! <orton. : a*or!are !e a#est &en
$res+$+ne #a o (trate&ie sa $oata fi !ivi2ata in In!i#atori
0'eie !e )erformanta9@)I. )erformanta vers+s @)I este
folosita $entr+ a !emonstra #at !e *ine (trate&ia a fost atinsa.
5alan#e (#ore#ar! are 4 arii ma/ore, fie#are avan! +n n+mar
mi# !e @)Is. "#eleasi 4 arii s+nt #onsi!erate la nivele !iferite
!e !etali+ !e6a l+n&+l :r&ani2atiei.
5aseline 0'ontinual Ser)ice "mpro)ement2 " 5en#'mar4 +se! as a
referen#e $oint. %or e.am$le?
A "n IT(M 5aseline #an *e +se! as a startin& $oint to
meas+re t'e effe#t of a (ervi#e Im$rovement )lan
A " )erforman#e 5aseline #an *e +se! to meas+re #'an&es
in )erforman#e over t'e lifetime of an IT (ervi#e
A " 0onfi&+ration Mana&ement 5aseline #an *e +se! to
ena*le t'e IT Infrastr+#t+re to *e restore! to a 4no3n
0onfi&+ration if a 0'an&e or Release fails
Referinta9
5aseline
0'ontinual Ser)ice "mpro)ement2 1n Re$er95en#'mar4
folosit #a +n $+n#t !e referinta. e e.em$l+?
A : 0onfi&+ratie !e Referinta IT(M $oate fi folosita #a +n
$+n#t !e $ornire $entr+ mas+rarea efe#t+l )lan+l+i !e
Im*+natatire al (ervi#i+l+i.
A : 0onfi&+ratie !e Referinta a )erformantei $oate fi folosita
$entr+ a mas+ra s#'im*arile in )erformanta +n+i (ervi#i+ IT
!e6a l+n&+l !+ratei sale !e viata.
A : 0onfi&+ratie !e Referinta a Mana&ement+l+i
0onfi&+ratiilor $oate fi folosita #a o$ti+ne $entr+ #a
Infrastr+#t+ra IT sa $oata fi resta+rata la o 0onfi&+ratie
#+nos#+ta !a#a vreo (#'im*are sa+ +n )a#'et !e istri*+tie
es+ea2a.
5en#'mar4 0'ontinual Ser)ice "mpro)ement2 T'e re#or!e! state of
somet'in& at a s$e#ifi# $oint in time. " 5en#'mar4 #an *e
#reate! for a 0onfi&+ration, a )ro#ess, or any ot'er set of
!ata. %or e.am$le, a *en#'mar4 #an *e +se! in?
A 0ontin+al (ervi#e Im$rovement, to esta*lis' t'e #+rrent
state for mana&in& im$rovements.
A 0a$a#ity Mana&ement, to !o#+ment )erforman#e
#'ara#teristi#s !+rin& normal o$erations.
(ee 5en#'mar4in&, 5aseline.
5en#'mar4
7Re$er in Tim$8
0'ontinual Ser)ice "mpro)ement2 Inre&istrarea +nei an+mite
stari intr6+n an+mit moment s$e#ifi# !e tim$. 1n 5en#'mar4
7Re$er in Tim$8 $oate fi reali2at $entr+ o 0onfi&+ratie, +n
)ro#es sa+ $entr+ ori#e alt set !e !ate. e e.em$l+, +n
5en#'mar4 $oate fi folosit $entr+?
A Im*+natatirea 0ontin+a a (ervi#iilor90(I, $entr+ a sta*ili
starea #+renta $entr+ &estionarea im*+natatirilor.
A Mana&ement+l 0a$a#itatii, $entr+ a !o#+menta
#ara#teristi#ile )erformantei in tim$+l o$erati+nilor +2+ale.
Ve2i 0om$ararea 0onfi&+ratiei, 5aseline.
5en#'mar4in& 0'ontinual Ser)ice "mpro)ement2 0om$arin& a 5en#'mar4
3it' a 5aseline or 3it' 5est )ra#ti#e. T'e term
5en#'mar4in& is also +se! to mean #reatin& a series of
5en#'mar4s over time, an! #om$arin& t'e res+lts to
meas+re $ro&ress or im$rovement.
0om$arare
#onfi&+ratii
0'ontinual Ser)ice "mpro)ement2 0om$ararea +n+i
5en#'mar4 7Re$er in Tim$8 #+ +n 5aseline 70onfi&+ratie !e
Referinta8 sa+ #+ o 5+na )ra#ti#a. Termen+l B0om$ararea
#onfi&+ratiilorC este !e asemenea folosit $entr+ #reerea !e6a
l+n&+l tim$+l+i, a +nor serii !e Re$ere in Tim$ si a #om$ara
re2+ltatele in s#o$+l mas+rarii $ro&res+l+i sa+ a im*+natatirii.
5est )ra#ti#e )roven "#tivities or )ro#esses t'at 'ave *een s+##essf+lly
+se! *y m+lti$le :r&anisations. ITIL is an e.am$le of 5est
)ra#ti#e.
5+na )ra#ti#a "#tivitati sa+ )ro#ese #ertifi#ate #are a+ fost folosite #+ s+##es
in mai m+lte :r&ani2atii. ITIL este +n e.em$l+ !e 5+na
)ra#ti#a.
5rainstormin& 0Ser)ice (esign2 " te#'ni,+e t'at 'el$s a team to &enerate
i!eas. I!eas are not revie3e! !+rin& t'e 5rainstormin&
session, *+t at a later sta&e. 5rainstormin& is often +se! *y
)ro*lem Mana&ement to i!entify $ossi*le #a+ses.
5rainstormin&
7sesi+ne !e
#reare si
#ole#tare !e
i!ei8
0Ser)ice (esign2 : te'ni#a #are a/+ta o e#'i$a sa &enere2e
i!ei. I!eile n+ s+nt reva2+te in tim$+l sesi+nii 5rainstormin&,
+rman! sa fie revi2+ite +lterior. 5rainstormin& este !es folosit
!e Mana&ement+l )ro*lemelor $entr+ a in!etifi#a $osi*ilele
#a+2e.
5ritis'
(tan!ar!s
Instit+tion
75(I8
T'e 1@ <ational (tan!ar!s *o!y, res$onsi*le for #reatin&
an! maintainin& 5ritis' (tan!ar!s. (ee 'tt$?99333.*si6
&lo*al.#om for more information.
(ee I(:.
Instit+l 5ritani#
!e
(tan!ar!i2are
75(I8
:r&ani2atia 5ritani#a a (tan!ar!elor <ationale, res$onsa*ila
$entr+ #rearea si mentinerea (tan!ar!elor 5ritani#e. )entr+
mai m+lte informatii a##esea2a 'tt$?99333.*si6&lo*al.#om
Ve2i I(:.
5+!&et " list of all t'e money an :r&anisation or 5+siness 1nit $lans
to re#eive, an! $lans to $ay o+t, over a s$e#ifie! $erio! of
time.
5+&et : lista a *anilor $e #are :r&ani2atia sa+ 1nitatea !e "fa#eri
$lan+ieste sa6i $rimeas#a si sa6I a#'ite !e6a l+n&+l +nei
$erioa!e !eterminate !e tim$.
(ee 5+!&etin&, )lannin&. Ve2i 5+&etare, )lanifi#are.
5+!&etin& T'e "#tivity of $re!i#tin& an! #ontrollin& t'e s$en!in& of
money. 0onsists of a $erio!i# ne&otiation #y#le to set f+t+re
5+!&ets 7+s+ally ann+al8 an! t'e !ay6to6!ay monitorin& an!
a!/+stin& of #+rrent 5+!&ets.
5+&etare "#tivitatea $revi2ionarii si #ontrol+l+i #'elt+ielilor *anilor.
0onsta intr6+n #i#l+ $erio!i# !e ne&o#iere $entr+ a sta*ili
5+&etele viitoare 7!e o*i#ei an+al8 si $entr+ a monitori2a si a
a/+sta 2i !e 2i 5+&etele #+rente.
5+il! 0Ser)ice #ransition2 T'e "#tivity of assem*lin& a n+m*er of
0onfi&+ration Items to #reate $art of an IT (ervi#e. T'e term
5+il! is also +se! to refer to a Release t'at is a+t'orise! for
!istri*+tion. %or e.am$le (erver 5+il! or la$to$ 5+il!.
(ee 0onfi&+ration 5aseline.
"nsam*lare9
5+il!
0Ser)ice #ransition2 "#tivitatea !e al#at+ire a +n+i n+mar !e
-lemente !e 0onfi&+rare menite a fa#e $arte !intr6+n (ervi#i+
IT. Termen+l !e "nsam*l+95+il! este !e asemenea folosit
$entr+ a se referi la +n )a#'et !e istri*+tie a+tori2at. e
e.em$l+, "nsam*l+l+l95+il! !e (erver sa+ a La$to$.
Ve2i 5aseline 70onfi&+ratie !e *a2a.8
5+il!
-nvironment
0Ser)ice #ransition2 " #ontrolle! -nvironment 3'ere
"$$li#ations, IT (ervi#es an! ot'er 5+il!s are assem*le!
$rior to *ein& move! into a Test or Live -nvironment.
Me!i+ !e
asam*lare
0Ser)ice #ransition2 1n Me!i+ #ontrolat, +n!e "$li#atiile,
(ervi#iile IT sa+ alte "nsam*l+ri s+nt asam*late in $reala*il
$entr+ a fi m+tate intr6+n Me!i+ !e Test sa+ !e )ro!+#tie.
5+siness 0Ser)ice Strategy2 "n overall #or$orate entity or
:r&anisation forme! of a n+m*er of 5+siness 1nits. In t'e
#onte.t of IT(M, t'e term 5+siness in#l+!es $+*li# se#tor
an! not6for6$rofit or&anisations, as 3ell as #om$anies. "n IT
(ervi#e )rovi!er $rovi!es IT (ervi#es to a 0+stomer 3it'in a
5+siness. T'e IT (ervi#e )rovi!er may *e $art of t'e same
5+siness as t'eir 0+stomer 7Internal (ervi#e )rovi!er8, or
$art of anot'er 5+siness 7-.ternal (ervi#e )rovi!er8.
"fa#ere
95+siness
0Ser)ice Strategy2 : entitate &lo*ala a +nei #or$oratii sa+
:r&ani2atii formata !intr6+n n+mar !e 1nitati !e 5+siness. In
#onte.t+l IT(M, termen+l !e "fa#ere in#l+!e se#tor+l $+*li# si
or&ani2atiile non6$rofit, $re#+m si #om$aniile. 1n )rovi!er !e
(ervi#ii IT f+rni2ea2a (ervi#ii IT #atre +n 0lient in interior+l
+nei "fa#eri. )rovi!er+l !e (ervi#ii IT $oate fa#e $arte !in
a#ea "fa#ere #a si #ea a 0lient+l+i 7)rovi!er !e (ervi#ii Intern8
sa+ $arte !intr6o alta "fa#ere 7)orvi!er !e (ervi#ii -.tern8.
5+siness
0a$a#ity
Mana&ement
750M8
0Ser)ice (esign2 In t'e #onte.t of IT(M, 5+siness 0a$a#ity
Mana&ement is t'e "#tivity res$onsi*le for +n!erstan!in&
f+t+re 5+siness Re,+irements for +se in t'e 0a$a#ity )lan.
(ee (ervi#e 0a$a#ity Mana&ement.
Mana&ement+l
0a$a#itatii
"fa#erii 750M8
0Ser)ice (esign2 In #onte.t+l IT(M, Man&ement+l 0a$a#itatii
"fa#erii este "#tivitatea res$onsa*ila $entr+ intele&erea
<e#esitatilor !e "fa#erii, $entr+ ela*orarea )lan+l !e
0a$a#itate.
Ve2i Mana&ement+l 0a$a#itatii (ervi#iilor.
5+siness
0ase
0Ser)ice Strategy2 D+stifi#ation for a si&nifi#ant item of
e.$en!it+re. In#l+!es information a*o+t 0osts, *enefits,
o$tions, iss+es, Ris4s, an! $ossi*le $ro*lems.
(ee 0ost 5enefit "nalysis.
(t+!i+ !e
fe2a*ilitate
0Ser)ice Strategy2 D+stifi#area $entr+ o #'elt+iala
semnifi#ativa. In#l+!e informatii !es$re 0ost, *enefi#ii, o$ti+ni,
$ro*leme, Ris# si alte $osi*ile $ro*leme.
Ve2i "nali2a 0ost65enefi#i+.
5+siness
0ontin+ity
Mana&ement
750M8
0Ser)ice (esign2 T'e 5+siness )ro#ess res$onsi*le for
mana&in& Ris4s t'at #o+l! serio+sly im$a#t t'e 5+siness.
50M safe&+ar!s t'e interests of 4ey sta4e'ol!ers,
re$+tation, *ran! an! val+e #reatin& a#tivities. T'e 50M
)ro#ess involves re!+#in& Ris4s to an a##e$ta*le level an!
$lannin& for t'e re#overy of 5+siness )ro#esses s'o+l! a
!isr+$tion to t'e 5+siness o##+r. 50M sets t'e :*/e#tives,
(#o$e an! Re,+irements for IT (ervi#e 0ontin+ity
Mana&ement.
Mana&ement+l
0ontin+itatii
"fa#erii 750M8
0Ser)ice Strategy2 )ro#es+l e "fa#ere95+siness #e este
res$onsa*il $entr+ mana&ement+l Ris#+l+i #are ar $+tea
afe#ta ne&ativ si semnifi#ativ "fa#erea. 50M $rote/ea2a
interesele a#tionarilor, re$+tatia, mar#a si a#tivitatille #e #reea
2a valoare. )ro#es+l 50M im$li#a re!+#erea Ris#+rilor la +n
nivel a##e$ta*il si $lanifi#area $entr+ resta+rarea9re#+$erarea
)ro#eselor !e "fa#erii95+siness in #a2+l a$aritiei +n+i
eveniment !e intrer+$ere a "fa#erii. 50M fi.ea2a :*ie#tivele,
(#o$+l si 0erintele $entr+ Mana&ement+l 0ontin+itatii
(ervi#iilor IT.
5+siness
0ontin+ity
)lan 750)8
0Ser)ice (esign2 " )lan !efinin& t'e ste$s re,+ire! to
Restore 5+siness )ro#esses follo3in& a !isr+$tion. T'e )lan
3ill also i!entify t'e tri&&ers for Invo#ation, $eo$le to *e
involve!, #omm+ni#ations et#. IT (ervi#e 0ontin+ity )lans
)lan+l
0ontin+itatii
"fa#erii 750)8
0Ser)ice Strategy2 1n )lan #are !efineste $asii ne#esari
$entr+ )ro#es+l !e Resta+rare a "fa#erii in #a2+l +n+i
eveniment !e intrer+$ere. e asemenea, )lan+l va i!entifi#a
!e#lansatorii $entr+ Invo#are, $ersoane im$li#ate, #om+ni#atii
form a si&nifi#ant $art of 5+siness 0ontin+ity )lans. et#. )lan+rile 0ontin+itatii (ervi#iilor IT s+nt o $arte im$ortanta
!in )lan+rile 0ontin+itatii "fa#erii.
5+siness
0+stomer
0Ser)ice Strategy2 " re#i$ient of a $ro!+#t or a (ervi#e from
t'e 5+siness. %or e.am$le if t'e 5+siness is a #ar
man+fa#t+rer t'en t'e 5+siness 0+stomer is someone 3'o
*+ys a #ar.
0lient+l +nei
"fa#eri
0Ser)ice Strategy2 5enefi#iar+l +n+i $ro!+s sa+ al +n+i
(ervi#i+ !intr6o "fa#ere. e e.em$l+, !a#a "fa#erea
re$re2inta $ro!+#tia !e masini, at+n#i 0lient+l +nei afa#eri este
re$re2entat !e #el #are #+m$ara masina.
5+siness
Im$a#t
"nalysis 75I"8
0Ser)ice Strategy2 5I" is t'e "#tivity in 5+siness 0ontin+ity
Mana&ement t'at i!entifies Vital 5+siness %+n#tions an!
t'eir !e$en!en#ies. T'ese !e$en!en#ies may in#l+!e
(+$$liers, $eo$le, ot'er 5+siness )ro#esses, IT (ervi#es et#.
5I" !efines t'e re#overy re,+irements for IT (ervi#es. T'ese
re,+irements in#l+!e Re#overy Time :*/e#tives, Re#overy
)oint :*/e#tives an! minim+m (ervi#e Level Tar&ets for ea#'
IT (ervi#e.
"nali2a !e
Im$a#t as+$ra
"fa#erii 75I"8
0Ser)ice Strategy2 5I" este "#tivitatea !in Mana&ement+l
0ontin+itatii "fa#erii #are i!entifi#a %+n#tiile Vitale ale "fa#erii
si !e$en!entele lor. "#este !e$en!ente $ot in#l+!e %+rni2ori,
oameni, alte )ro#ese ale "fa#erii, (ervi#ii IT et#. 5I" !efineste
#erintele $entr+ resta+rarea (ervi#iilor IT. "#este #erinte
in#l+!, +rata !e Resta+rare, )+n#t+l !e Resta+rare si <orma
<ivel+l+i !e (ervi#ii minima $entr+ fie#are (ervi#i+ IT.
5+siness
:*/e#tive
0Ser)ice Strategy2 T'e :*/e#tive of a 5+siness )ro#ess, or
of t'e 5+siness as a 3'ole. 5+siness :*/e#tives s+$$ort t'e
5+siness Vision, $rovi!e &+i!an#e for t'e IT (trate&y, an!
are often s+$$orte! *y IT (ervi#es.
:*ie#tiv+l
"fa#erii
0Ser)ice Strategy2 :*ie#tiv+l +n+i )ro#es al "fa#erii, sa+ al
"fa#erii $rivit in ansam*l+. :*ie#tiv+l "fa#erii s+$orta Vi2i+nea
"fa#erii, f+rni2ea2a in!r+mare $entr+ (trate&ia IT si s+nt
s$ri/inite !e (ervi#iile IT.
5+siness
:$erations
0Ser)ice Strategy2 T'e !ay6to6!ay e.e#+tion, monitorin& an!
mana&ement of 5+siness )ro#esses.
:$erati+nile
"fa#erii
0Ser)ice Strategy2 -.e#+tia 2ilni#a, monitori2area si
mana&ement+l )ro#eselor "fa#erii9!e 5+siness.
5+siness
)ers$e#tive
0'ontinual Ser)ice "mpro)ement2 "n +n!erstan!in& of t'e
(ervi#e )rovi!er an! IT (ervi#es from t'e $oint of vie3 of t'e
5+siness, an! an +n!erstan!in& of t'e 5+siness from t'e
$oint of vie3 of t'e (ervi#e )rovi!er.
)ers$e#tiva
"fa#erii
0'ontinual Ser)ice "mpro)ement2 Mo!+l in #are este
$er#e$+t %+rni2or+l !e (ervi#ii si (ervi#iile IT !in $+n#t !e
ve!ere al "fa#erii si mo!+l in #are se $er#e$e "fa#erea !in
$+n#t+l !e ve!ere al %+rni2or+l+i !e (ervi#ii.
5+siness
)ro#ess
" )ro#ess t'at is o3ne! an! #arrie! o+t *y t'e 5+siness. "
5+siness )ro#ess #ontri*+tes to t'e !elivery of a $ro!+#t or
(ervi#e to a 5+siness 0+stomer. %or e.am$le, a retailer may
'ave a $+r#'asin& )ro#ess 3'i#' 'el$s to !eliver (ervi#es to
t'eir 5+siness 0+stomers. Many 5+siness )ro#esses rely on
IT (ervi#es.
)ro#esele
"fa#erii9!e
5+siness
1n )ro#es #are este !etin+t si reali2at !e #atre o "fa#ere. 1n
)ro#es al "fa#erii #ontri*+ie la f+rni2area +n+i $ro!+s sa+
(ervi#i+ #atre +n 0lient !e 5+siness. e e.em$l+, +n
#omer#iant $oate avea +n )ro#es !e a#'i2itii #are a/+ta la
f+rni2area +nor (ervi#ii #atre 0lientii $ro$rii. M+lte )ro#ese ale
"fa#erii se *a2ea2a $e (ervi#ii IT.
5+siness
Relations'i$
Mana&ement
0Ser)ice Strategy2 T'e )ro#ess or %+n#tion res$onsi*le for
maintainin& a Relations'i$ 3it' t'e 5+siness. 5RM +s+ally
in#l+!es?
A Mana&in& $ersonal Relations'i$s 3it' 5+siness mana&ers
A )rovi!in& in$+t to (ervi#e )ortfolio Mana&ement
A -ns+rin& t'at t'e IT (ervi#e )rovi!er is satisfyin& t'e
5+siness nee!s of t'e 0+stomers
T'is )ro#ess 'as stron& lin4s 3it' (ervi#e Level
Mana&ement.
Mana&ement+l
Relatiilor !e
"fa#ere9!e
5+siness
7Mana&ement+l
relatiilor #+
#ole&ii !in
*+siness8
0Ser)ice Strategy2 )ro#esele sa+ %+n#tiile res$onsa*ile
$entr+ mentinerea Relatiilor #+ "fa#erea. 5RM !e o*i#ei
in#l+!e?
A Gestionarea Relatiilor $ersonale #+ mana&erii "fa#erii
A %+rni2area informatiilor ne#esare #atre Man&ement+l
)ortofoli+l+i !e (ervi#ii
A "si&+rarea #a %+rni2or+l !e (ervi#ii IT satisfa#e
ne#esitatile !e "fa#erii ale 0lientilor.
"#est )ro#es are le&at+ri $+terni#e #+ Mana&ement+l <ivel+l+i
(ervi#i+l+i.
5+siness
Relations'i$
Mana&er
75RM8
0Ser)ice Strategy2 " Role res$onsi*le for maintainin& t'e
Relations'i$ 3it' one or more 0+stomers. T'is Role is often
#om*ine! 3it' t'e (ervi#e Level Mana&er Role.
(ee "##o+nt Mana&er.
Mana&er al
Relatiilor !e
5+siness
75RM8
0Ser)ice Strategy2 1n Rol res$onsa*il $entr+ mentinerea
Relatiilor #+ +n+l sa+ mai m+lti 0lienti. "#est Rol este !es
#om*inat #+ Rol+l Mana&er+l+i <ivel+l+i (ervi#i+l+i.
Ve2i Mana&er !e 0ont+ri #lienti.
5+siness
(ervi#e
"n IT (ervi#e t'at !ire#tly s+$$orts a 5+siness )ro#ess, as
o$$ose! to an Infrastr+#t+re (ervi#e 3'i#' is +se! internally
*y t'e IT (ervi#e )rovi!er an! is not +s+ally visi*le to t'e
5+siness.
T'e term 5+siness (ervi#e is also +se! to mean a (ervi#e
t'at is !elivere! to 5+siness 0+stomers *y 5+siness 1nits.
%or e.am$le !elivery of finan#ial servi#es to 0+stomers of a
*an4, or &oo!s to t'e 0+stomers of a retail store. (+##essf+l
!elivery of 5+siness (ervi#es often !e$en!s on one or more
IT (ervi#es.
(ervi#i+ !e
5+siness9"fa#e
re
1n (ervi#i+ IT #are s+$orta !ire#t +n )ro#es al "fa#erii9!e
5+siness, in o$o2itie #+ +n (ervi#i+ !e Infrastr+#t+ra #are este
folosit intern !e #atre %+rni2or+l !e (ervi#ii IT si #are n+ este
intot!ea+na vi2i*il "fa#erii.
Termen+l (ervi#i+l !e 5+siness9"fa#ere este !e asemenea
folosit $entr+ a se referi la +n (ervi#i+ #are este $re!at +nor
0lienti !e "fa#ere 95+siness !e #atre 1nitatea "fa#erii9!e
5+siness. e e.em$l+, livrarea +nor servi#ii finan#iare #atre
0lientii +nei *an#i, sa+ *+n+ri $entr+ 0lientii +n+i ma&a2in.
(+##es+l livrarii (ervi#iilor "fa#erii !e$in! !eseori !e +n+l sa+
mai m+lte (ervi#ii IT.
5+siness
(ervi#e
Mana&ement
75(M8
0Ser)ice Strategy2 0Ser)ice (esign2 "n a$$roa#' to t'e
mana&ement of IT (ervi#es t'at #onsi!ers t'e 5+siness
)ro#esses s+$$orte! an! t'e 5+siness val+e $rovi!e!.
T'is term also means t'e mana&ement of 5+siness (ervi#es
!elivere! to 5+siness 0+stomers.
Mana&ement+l
(ervi#iilor
"fa#erii 75(M8
0Ser)ice Strategy2 0Ser)ice (esign2 : a*or!are a
mana&ement+l+i (ervi#iilor IT #are #onsi!era )ro#esele
"fa#erii s+$ortate si valorile f+rni2ate "fa#erii95+siness6+l+i.
Termen+l, !e asemenea, se refera la mana&ement+l (ervi#iilor
"fa#erii9!e 5+siness f+rni2ate 0lientilor.
5+siness 1nit 0Ser)ice Strategy2 " se&ment of t'e 5+siness 3'i#' 'as its
o3n )lans, Metri#s, in#ome an! 0osts. -a#' 5+siness 1nit
o3ns "ssets an! +ses t'ese to #reate val+e for 0+stomers in
t'e form of &oo!s an! (ervi#es.
1nitate !e
5+siness
0Ser)ice Strategy2 1n se&ment al "fa#erii #are are )lan+rile
sale, Metri#ile sale, venit+rile si 0ost+rile sale. %ie#are +nitate
!e afa#ere !etine 5+n+ri $e #are le foloseste $entr+ a #rea
valoare $entr+ 0lienti s+* forma !e *+n+ri sa+ (ervi#ii.
0all 0Ser)ice 1peration2 " tele$'one #all to t'e (ervi#e es4
from a 1ser. " 0all #o+l! res+lt in an In#i!ent or a (ervi#e
Re,+est *ein& lo&&e!.
"$el 7telefoni#8 0Ser)ice 1peration2 1n a$el telefoni# #atre (ervi#e es4 !in
$artea +n+i 1tili2ator. "#est a$el telefoni# se $oate transforma
intr6o inre&istrare !e In#i!ent sa+ a +nei 0erinte !e (ervi#ii.
0all 0entre 0Ser)ice 1peration2 "n :r&anisation or 5+siness 1nit 3'i#'
'an!les lar&e n+m*ers of in#omin& an! o+t&oin& tele$'one
#alls.
(ee (ervi#e es4.
is$e#erat
90all 0entre
0Ser)ice 1peration2 : :r&ani2atie sa+ o 1nitate !e 5+siness
#are &estionea2a +n n+mar mare !e a$el+ri telefoni#e
re#e$tionate sa+ formate.
Ve2i (ervi#e es4.
0all Ty$e 0Ser)ice 1peration2 " 0ate&ory t'at is +se! to !istin&+is'
in#omin& re,+ests to a (ervi#e es4. 0ommon 0all Ty$es
are In#i!ent, (ervi#e Re,+est an! 0om$laint.
Ti$ !e "$el
7telefoni#8
0Ser)ice 1peration2 : 0ate&orie #are este folosita $entr+ a
$+tea !eose*i #ererile sosite #atre (ervi#e es4. 0ateva ti$+ri
!e a$el? In#i!ent, 0erinta !e (ervi#ii sa+ Re#lamatie.
0a$a*ility 0Ser)ice Strategy2 T'e a*ility of an :r&anisation, $erson,
)ro#ess, "$$li#ation, 0onfi&+ration Item or IT (ervi#e to
#arry o+t an "#tivity. 0a$a*ilities are intan&i*le "ssets of an
:r&anisation.
(ee Reso+r#e.
0a$a*ilitate 0Ser)ice Strategy2 "*ilitatea +nei :r&ani2atii, $ersoane,
)ro#es, "$li#atie, -lement !e 0onfi&+ratie sa+ (ervi#i+ IT sa
in!e$lineas#a o "#tivitate. 0a$a*ilitatile s+nt 5+n+ri intan&i*ile
ale +nei :r&ani2atii.
Ve2i Res+rse.
0a$a*ility
Mat+rity Mo!el
70MM8
0'ontinual Ser)ice "mpro)ement2 T'e 0a$a*ility Mat+rity
Mo!el for (oft3are 7also 4no3n as t'e 0MM an! (E60MM8
is a mo!el +se! to i!entify 5est )ra#ti#es to 'el$ in#rease
)ro#ess Mat+rity. 0MM 3as !evelo$e! at t'e (oft3are
-n&ineerin& Instit+te 7(-I8 of 0arne&ie Mellon 1niversity. In
2000, t'e (E60MM 3as +$&ra!e! to 0MMI 70a$a*ility
Mat+rity Mo!el Inte&ration8. T'e (-I no lon&er maintains t'e
(E60MM mo!el, its asso#iate! a$$raisal met'o!s, or
trainin& materials.
Mo!el+l
mas+rarii
Mat+ritatii
0a$a*ilitatilor
70MM8
0'ontinual Ser)ice "mpro)ement2 Mo!el+l mas+rarii
Mat+ritatii 0a$a*ilitatilor $entr+ (oft3are 7#+nos#+t si s+*
!en+mirea !e 0MM si (E60MM8 este +n mo!el folosit $entr+
a i!entifi#a 5+na )ra#ti#a, $entr+ a a/+ta la #resterea
Mat+ritatii )ro#es+l+i. 0MM a fost !e2voltat la Instit+t+l
(oft3are -n&ineerin& 7(-I8 !in #a!r+l 1niversitatii 0arne&ie
!in Mellon. In an+l 2000, (E60MM a fost $romovat in 0MMI
70a$a*ility Mat+rity Mo!el Inte&ration8. (-I n+ mai
!e2volta9mentine mo!el+l (E60MM, meto!ele sale aso#iate
!e eval+are sa+ materialele $entr+ trainin&.
0a$a*ility
Mat+rity Mo!el
Inte&ration
70MMI8
0'ontinual Ser)ice "mpro)ement2 0a$a*ility Mat+rity
Mo!el Inte&ration 70MMI8 is a $ro#ess im$rovement
a$$roa#' !evelo$e! *y t'e (oft3are -n&ineerin& Instit+te
7(-I8 of 0arne&ie Melon 1niversity. 0MMI $rovi!es
or&ani2ations 3it' t'e essential elements of effe#tive
$ro#esses. It #an *e +se! to &+i!e $ro#ess im$rovement
a#ross a $ro/e#t, a !ivision, or an entire or&ani2ation. 0MMI
'el$s inte&rate tra!itionally se$arate or&ani2ational f+n#tions,
set $ro#ess im$rovement &oals an! $riorities, $rovi!e
&+i!an#e for ,+ality $ro#esses, an! $rovi!e a $oint of
referen#e for a$$raisin& #+rrent $ro#esses. (ee
'tt$?99333.sei.#m+.e!+9#mmi9 for more information.
(ee 0MM, 0ontin+o+s Im$rovement, Mat+rity.
Mo!el+l
Inte&rat !e
mas+rare a
Mat+ritatii
0a$a*ilitatilor
70MMI8
0'ontinual Ser)ice "mpro)ement2 Mo!el+l Inte&rat !e
mas+rare a Mat+ritatii 0a$a*ilitatilor 70MMI8 este +n $ro#es !e
im*+natatire !e2voltat !e Instit+t+l (oft3are -n&ineerin& (-I8
!in #a!r+l 1niversitatii 0arne&ie !in Mellon. 0MMI asi&+ra
or&ani2atiilor elementele esentiale ale +n+i $ro#es efe#tiv.
)oate fi folosit $entr+ a &'i!a $ro#es+l im*+natatirii !e6a l+n&+l
+n+i $roie#t, al +nei !ivi2ii sa+ al +nei intre&i or&ani2atii. 0MMI
a/+ta inte&rarea f+n#tiilor or&ani2ationale, tra!itional se$arate,
fi.ea2a o*ie#tivele $ro#es+l+i !e im*+natatire si $rioritatile,
f+rni2ea2a in!i#atii $entr+ $ro#ese !e #alitate, si asi&+ra +n
$+n#t !e referinta $entr+ a$re#ierea $ro#eselor #+rente.
)entr+ mai m+lte informatii a##esea2a
'tt$?99333.sei.#m+.e!+9#mmi9
Ve2i 0MM, Im*+natatirea 0ontin+a, Mat+ritatea.
0a$a#ity 0Ser)ice (esign2 T'e ma.im+m T'ro+&'$+t t'at a
0onfi&+ration Item or IT (ervi#e #an !eliver 3'ilst meetin&
a&ree! (ervi#e Level Tar&ets. %or some ty$es of 0I,
0a$a#ity may *e t'e si2e or vol+me, for e.am$le a !is4 !rive.
0a$a#itate 0Ser)ice (esign2 0a$a#itate efe#tiva ma.ima $e #are +n
-lement !e 0onfi&+ratie sa+ +n (ervi#i+ IT o $oate transmite
in tim$ #e se atin&e <orma <ivel+l+i !e (ervi#ii. )entr+ +nele
ti$+ri !e 0I, 0a$a#itatea $oate fi !e e.em$l+, marimea sa+
vol+m+l +n+i 'ar!!is4.
0a$a#ity
Mana&ement
0Ser)ice (esign2 T'e )ro#ess res$onsi*le for ens+rin& t'at
t'e 0a$a#ity of IT (ervi#es an! t'e IT Infrastr+#t+re is a*le to
!eliver a&ree! (ervi#e Level Tar&ets in a 0ost -ffe#tive an!
timely manner. 0a$a#ity Mana&ement #onsi!ers all
Reso+r#es re,+ire! to !eliver t'e IT (ervi#e, an! $lans for
s'ort, me!i+m an! lon& term 5+siness Re,+irements.
Mana&ement+l
0a$a#itatii
0Ser)ice (esign2 )ro#es+l res$onsa*il $entr+ a se asi&+ra #a,
0a$a#itatile (ervi#iilor IT si a Infrastr+#t+rii IT $ot atin&e
<ormele <ivel+l+i !e (ervi#i+ a##e$tate, intr6+n mo! #at se
$oate !e -fe#tiv al 0ost+l+i si la moment+l o$ort+n.
Mana&ement+l 0a$a#itatii ia in #onsi!erare toate Res+rsele
ne#esare $entr+ f+rni2area (ervi#iilor IT si $lanifi#a $e termen
s#+rt, me!i+ si l+n& 0erintele "fa#erii9 !e 5+siness.
0a$a#ity
Mana&ement
Information
(ystem
70MI(8
0Ser)ice (esign2 " virt+al re$ository of all 0a$a#ity
Mana&ement !ata, +s+ally store! in m+lti$le $'ysi#al
lo#ations.
(ee (ervi#e @no3le!&e Mana&ement (ystem.
(istem+l
Informati# !e
Mana&ement+l
0a$a#itatii
70MI(8
0Ser)ice (esign2 1n !e$o2it virt+al al !atelor !in
Mana&ement+l 0a$a#itatii, !e o*i#ei sto#at in mai m+lte lo#atii
fi2i#e.
Ve2i (istem+l !e Mana&emet al 0+nostintelor !es$re
(ervi#ii9(@M(.
0a$a#ity )lan 0Ser)ice (esign2 " 0a$a#ity )lan is +se! to mana&e t'e
Reso+r#es re,+ire! to !eliver IT (ervi#es. T'e )lan #ontains
s#enarios for !ifferent $re!i#tions of 5+siness !eman!, an!
#oste! o$tions to !eliver t'e a&ree! (ervi#e Level Tar&ets.
)lan+l !e
0a$a#itate
0Ser)ice (esign2 1n )lan !e 0a$a#itate este folosit $entr+ a
&estiona Res+rsele ne#esare livrarii (ervi#iilor IT. )lan+l
#ontine s#enarii $entr+ !iferite $revi2i+ni ale #erintelor
"fa#erilor si o$ti+ni !e #ost+ri $entr+ a livra <ormele <ivel+l+i
!e (ervi#ii #onvenite.
0a$a#ity
)lannin&
0Ser)ice (esign2 T'e "#tivity 3it'in 0a$a#ity Mana&ement
res$onsi*le for #reatin& a 0a$a#ity )lan.
)lanifi#area
0a$a#itatii
0Ser)ice (esign2 "#tivitatea !in interior+l Mana&ement+l+i
0a$a#itatii res$onsa*ila $entr+ #rearea )lan+l+i 0a$a#itatii.
0a$ital
-.$en!it+re
70")-F8
0Ser)ice Strategy2 T'e 0ost of $+r#'asin& somet'in& t'at
3ill *e#ome a finan#ial "sset, for e.am$le #om$+ter
e,+i$ment an! *+il!in&s. T'e val+e of t'e "sset is
e$re#iate! over m+lti$le a##o+ntin& $erio!s.
0'elt+ieli !e
0a$ital
70")-F8
0Ser)ice (esign2 0ost+l #+m$ararii +n+i l+#r+ #are va !eveni
+n 5+n finan#iar 7mi/lo# fi.8, !e e.em$l+ e#'i$amentele
ele#troni#e si #la!iri. Valoarea a#estor 5+n+ri este e$re#iata
!e6a l+n&+l m+lti$lelor $erioa!e #onta*ile.
0a$ital Item 0Ser)ice Strategy2 "n "sset t'at is of interest to %inan#ial
Mana&ement *e#a+se it is a*ove an a&ree! finan#ial val+e.
Mi/lo# fi. 0Ser)ice (esign2 1n 5+n #are este !e interes al $ro#es+l+i !e
Mana&ement %inan#iar a #ar+i valoare este $este o valoare
finan#iara #onvenita.
0a$itali2ation 0Ser)ice Strategy2 I!entifyin& ma/or 0ost as #a$ital, even
t'o+&' no "sset is $+r#'ase!. T'is is !one to s$rea! t'e
im$a#t of t'e 0ost over m+lti$le a##o+ntin& $erio!s. T'e
most #ommon e.am$le of t'is is soft3are !evelo$ment, or
$+r#'ase of a soft3are li#ense.
0a$itali2are 0Ser)ice (esign2 I!entifi#area 0ost+rilor ma/ore #a +n #a$ital,
#'iar !a#a ni#i +n 5+n 7mi/lo# fi.8 n+ este a#'i2itionat. "#est
l+#r+ este fa#+t $entr+ a im$arti im$a#t+l 0ost+l+i $e mai m+lte
$erioa!e #onta*ile. 1n e.em$l+ #om+n il re$re2inta
!e2voltarea +n+i soft3are sa+ #+m$ararea +nor li#ente
soft3are.
0ate&ory " name! &ro+$ of t'in&s t'at 'ave somet'in& in #ommon.
0ate&ories are +se! to &ro+$ similar t'in&s to&et'er. %or
e.am$le 0ost Ty$es are +se! to &ro+$ similar ty$es of 0ost.
In#i!ent 0ate&ories are +se! to &ro+$ similar ty$es of
In#i!ent, 0I Ty$es are +se! to &ro+$ similar ty$es of
0onfi&+ration Item.
0ate&orie 1n &r+$ !e o*ie#te #are a+ +nele #ara#teristi#i #om+ne.
0ate&oriile s+nt folosite $entr+ a &r+$a o*ie#tele
asemanatoare im$re+na. e e.em$l+ Ti$+l 0ost+l+i este
folosit $entr+ a &r+$a ti$+rile !e 0ost+ri similare. 0ate&oriile
In#i!ent s+nt folosite $entr+ a &r+$a ti$+ri similare !e
In#i!ente. Ti$+rile 0I s+nt folosite $entr+ a &r+$a ti$+ri similare
!e -lemente !e 0onfi&+ratie.
0ertifi#ation Iss+in& a #ertifi#ate to #onfirm 0om$lian#e to a (tan!ar!.
0ertifi#ation in#l+!es a formal "+!it *y an in!e$en!ent an!
"##re!ite! *o!y. T'e term 0ertifi#ation is also +se! to mean
a3ar!in& a #ertifi#ate to verify t'at a $erson 'as a#'ieve! a
,+alifi#ation.
0ertifi#are 1n #ertifi#at #are asi&+ra 0onformitatea #+ +n (tan!ar!.
0ertifi#area in#l+!e +n "+!it formal $rin interme!i+l +nei $arti
"#re!itate si in!e$en!ente. Termen+l !e 0ertifi#are este !e
asemenea folosit $entr+ a se referi la a#or!area #ertifi#at+l+i
+nei $ersoane #are a o*tin+t o #alifi#are.
0'an&e 0Ser)ice #ransition2 T'e a!!ition, mo!ifi#ation or removal of
anyt'in& t'at #o+l! 'ave an effe#t on IT (ervi#es. T'e (#o$e
s'o+l! in#l+!e all IT (ervi#es, 0onfi&+ration Items,
)ro#esses, o#+mentation et#.
(#'im*are 0Ser)ice #ransition2 "!a+&area, mo!ifi#area sa+
in!e$artarea ori#ar+i element #are $oate avea +n efe#t as+$ra
(ervi#iilor IT. (#o$+l ar tre*+i sa in#l+!a toate (ervi#iile IT,
-lementele !e 0onfi&+ratie, )ro#esele, o#+mentarea et#.
0'an&e
"!visory
5oar! 70"58
0Ser)ice #ransition2 " &ro+$ of $eo$le t'at a!vises t'e
0'an&e Mana&er in t'e "ssessment, $rioritisation an!
s#'e!+lin& of 0'an&es. T'is *oar! is +s+ally ma!e +$ of
re$resentatives from all areas 3it'in t'e IT (ervi#e )rovi!er,
t'e 5+siness, an! T'ir! )arties s+#' as (+$$liers.
0onsili+l !e
"vi2are a
(#'im*arilor
70"58
0Ser)ice #ransition2 1n &r+$ !e $ersoane #are, in #a!r+l
-val+arii, re#oman!a Mana&er+l+i (#'im*arilor $rioritatile si
$lanifi#arile (#'im*arilor. "#est #onsili+ este !e o*i#ei format
!in $ersoane re$re2entative !in toate ariile %+rni2or+l+i !e
(ervi#ii IT, ale "fa#erii si alte )arti Terte #+m ar fi %+rni2orii.
0'an&e 0ase 0Ser)ice 1peration2 " te#'ni,+e +se! to $re!i#t t'e im$a#t
of $ro$ose! 0'an&es. 0'an&e 0ases +se s$e#ifi# s#enarios
to #larify t'e s#o$e of $ro$ose! 0'an&es an! to 'el$ 3it'
0ost 5enefit "nalysis.
(ee 1se 0ase.
(t+!i+ !e 0a2
al (#'im*arii
0Ser)ice 1peration2 : te'ni#a folosita $entr+ a anali2a
im$a#t+l (#'im*arilor $ro$+se. (t+!i+l !e 0a2 al (#'im*arilor
foloseste s#enarii s$e#ifi#e $entr+ a #larifi#a s#o$+l $ro$+s !e
(#'im*ari si $entr+ a a/+ta la "nali2a 0ost65enefi#i+.
Ve2i -.em$l+ !e 1tili2are.
0'an&e
;istory
0Ser)ice #ransition2 Information a*o+t all #'an&es ma!e to
a 0onfi&+ration Item !+rin& its life. 0'an&e ;istory #onsists
of all t'ose 0'an&e Re#or!s t'at a$$ly to t'e 0I.
Istori#+l
(#'im*arilor
0Ser)ice #ransition2 Informatii !es$re toate s#'im*arile
efe#t+ate !e6a l+n&+l vietii +n+i -lement !e 0onfi&+ratie.
Istori#+l (#'im*arilor #onsta in a#ele Inre&istrari !es$re
(#'im*are #are se a$li#a -lementelor !e 0onfi&+ratie.
0'an&e
Mana&ement
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for #ontrollin&
t'e Life#y#le of all 0'an&es. T'e $rimary o*/e#tive of 0'an&e
Mana&ement is to ena*le *enefi#ial 0'an&es to *e ma!e,
3it' minim+m !isr+$tion to IT (ervi#es.
Mana&ement+l
(#'im*arii
0Ser)ice #ransition2 )ro#es+l res$onsa*il #+ #ontrolarea
0i#l+l+i !e Viata al t+t+ror (#'im*arilor. :*ie#tiv+l $rin#i$al al
Mana&ement+l+i (#'im*arii este !e a $ermite im$lementarea
(#'im*arilor *enefi#e #+ minim+m !e intrer+$ere a (ervi#iilor
IT.
0'an&e Mo!el 0Ser)ice #ransition2 " re$eata*le 3ay of !ealin& 3it' a
$arti#+lar 0ate&ory of 0'an&e. " 0'an&e Mo!el !efines
s$e#ifi# $re6!efine! ste$s t'at 3ill *e follo3e! for a 0'an&e
of t'is 0ate&ory. 0'an&e Mo!els may *e very sim$le, 3it' no
re,+irement for a$$roval 7e.&. )ass3or! Reset8 or may *e
very #om$le. 3it' many ste$s t'at re,+ire a$$roval 7e.&.
ma/or soft3are Release8.
(ee (tan!ar! 0'an&e, 0'an&e "!visory 5oar!.
Mo!el !e
(#'im*are
0Ser)ice #ransition2 1n mo! re$eta*il !e a &estiona o
0ate&orie a +nei (#'im*ari $arti#+lara. 1n Mo!el !e
(#'im*are !efineste an+miti $asi $re!efiniti #e vor fi +rmati in
#a2+l +nei (#'im*ari !in a#ea 0ate&orie. Mo!elele !e
(#'im*are $ot fi foarte sim$le, fara ne#esitati !e #onfirmare
7!e e.. Resetari !e )arola8 sa+ $ot fi foarte #om$le.e, #+ m+lti
$asi, #are ne#esita #onfirmari 7!e e.. )a#'ete !e istri*+tie
(oft3are im$ortante8.
Ve2i (#'im*are (tan!ar!, 0onsili+ !e "vi2are a (#'im*arilor.
0'an&e
Re#or!
0Ser)ice #ransition2 " Re#or! #ontainin& t'e !etails of a
0'an&e. -a#' 0'an&e Re#or! !o#+ments t'e Life#y#le of a
sin&le 0'an&e. " 0'an&e Re#or! is #reate! for every
Re,+est for 0'an&e t'at is re#eive!, even t'ose t'at are
s+*se,+ently re/e#te!. 0'an&e Re#or!s s'o+l! referen#e t'e
0onfi&+ration Items t'at are affe#te! *y t'e 0'an&e. 0'an&e
Re#or!s are store! in t'e 0onfi&+ration Mana&ement
(ystem.
Inre&istrarea
(#'im*arii
0Ser)ice #ransition2 : Inre&istrare #ontinan! !etalii !es$re o
(#'im*are. %ie#are Inre&istrare !es$re (#'im*are !efineste
0i#l+l !e Viata al +nei sin&+re (#'im*ari. : Inre&istrare !es$re
(#'im*are este #reata $entr+ fie#are 0erere !e (#'im*are
$rimita, #'iar si $entr+ #ele nea$ro*ate +lterior. Inre&istrarile
!es$re (#'im*are fa# referire la -lementele !e 0onfi&+rare
#are s+nt afe#tate !e a#ea (#'im*are. Inre&istarile !es$re
(#'im*are s+nt sto#ate in (istem+l $entr+ Mana&ement+l
0onfi&+ratiilor 0M(.
0'an&e
Re,+est
(ynonym for Re,+est for 0'an&e. 0erere !e
(#'im*are
(inonim #+ 0erere !e (#'im*are9R%0
0'an&e
(#'e!+le
0Ser)ice #ransition2 " o#+ment t'at lists all a$$rove!
0'an&es an! t'eir $lanne! im$lementation !ates. " 0'an&e
(#'e!+le is sometimes #alle! a %or3ar! (#'e!+le of
0'an&e, even t'o+&' it also #ontains information a*o+t
0'an&es t'at 'ave alrea!y *een im$lemente!.
)lanifi#area
(#'im*arilor
0Ser)ice #ransition2 1n o#+ment #are #ontine toate
(#'im*arile a$ro*ate $re#+m si !atele $lanifi#ate $entr+
im$lementare. )lanifi#area (#'im*arilor este #ateo!ata n+mita
si )lanifi#ator !e (#'im*ari 7%(08, #'iar !a#a a#esta #ontine si
informatii !es$re (#'im*arile #are a+ fost !e/a im$lementate.
0'an&e
Ein!o3
0Ser)ice #ransition2 " re&+lar, a&ree! time 3'en 0'an&es
or Releases may *e im$lemente! 3it' minimal im$a#t on
(ervi#es. 0'an&e Ein!o3s are +s+ally !o#+mente! in (L"s.
%ereastra !e
intro!+#ere a
(#'im*arilor
0Ser)ice #ransition2 : fereastra !e tim$ $erio!i#a, a##e$tata,
in #are o (#'im*are sa+ +n )a#'et !e istri*+tie $oate fi
im$lementat #+ +n im$a#t minim as+$ra (ervi#iilor. "#este
ferestre !e s#'im*are s+nt !e o*i#ei mentionate in (L".
0'ar&in& 0Ser)ice Strategy2 Re,+irin& $ayment for IT (ervi#es.
0'ar&in& for IT (ervi#es is o$tional, an! many :r&anisations
#'oose to treat t'eir IT (ervi#e )rovi!er as a 0ost 0entre.
Ta.area
7servi#ilor8
0Ser)ice Strategy2 )latile ne#esare $entr+ (ervi#iile IT.
Ta.area (ervi#iilor IT este o$tionala, si m+lte :r&ani2atii ale&
sa6si trate2e )rovi!er+l (ervi#iilor IT #a $e +n 0entr+ !e 0ost.
0'ronolo&i#al
"nalysis
0Ser)ice 1peration2 " te#'ni,+e +se! to 'el$ i!entify
$ossi*le #a+ses of )ro*lems. "ll availa*le !ata a*o+t t'e
)ro*lem is #olle#te! an! sorte! *y !ate an! time to $rovi!e a
!etaile! timeline. T'is #an ma4e it $ossi*le to i!entify 3'i#'
-vents may 'ave *een tri&&ere! *y ot'ers.
"nali2a
0ronolo&i#a
0Ser)ice 1peration2 : te'ni#a +tili2ata $entr+ a a/+ta
i!entifi#area $osi*ilelor #a+2e ale +nor )ro*leme. Toate !atele
!is$oni*ile !es$re o )ro*lema s+nt a!+nate si sortate !+$a
!ata si ora $entr+ a asi&+ra o anali2a !etaliata in tim$. "#easta
$oate fa#e $osi*ila i!entifi#area +n+i -veniment #are ar fi $+t+t
fi !e#lansat !e alte evenimente.
0I Ty$e 0Ser)ice #ransition2 " 0ate&ory t'at is +se! to 0lassify 0Is.
T'e 0I Ty$e i!entifies t'e re,+ire! "ttri*+tes an!
Relations'i$s for a 0onfi&+ration Re#or!. 0ommon 0I Ty$es
in#l+!e? 'ar!3are, o#+ment, 1ser et#.
Ti$+l
-lement+l+i !e
0onfi&+ratie
0Ser)ice #ransition2 : 0ate&orie #are este folosita $entr+ a
#lasifi#a -lementele !e 0onfi&+ratie. Ti$+l -lement+l+i !e
0onfi&+ratie i!entifi#a "tri*+tele si Relatiile ne#esare $entr+ o
Inre&istrare !es$re -lement+l !e 0onfi&+rare. -lementele !e
0onfi&+ratie &enerale $ot in#l+!e? 'ar!3are, o#+mente,
1tili2atori, et#.
0lassifi#ation T'e a#t of assi&nin& a 0ate&ory to somet'in&. 0lassifi#ation
is +se! to ens+re #onsistent mana&ement an! re$ortin&. 0Is,
In#i!ents, )ro*lems, 0'an&es et#. are +s+ally #lassifie!.
0lasifi#are )ro#es+l !e atri*+ire a +nei 0ate&orii +n+i $ro#ess9element.
0lasifi#area este folosita $entr+ a asi&+ra +n mana&ement
soli! si a fa#ilita ra$ortarea. e o*i#ei s+nt #lasifi#ate
+rmatoarele? -lementele !e 0onfi&+ratie, In#i!entele,
)ro*lemele, (#'im*arile et#.
0lient " &eneri# term t'at means a 0+stomer, t'e 5+siness or a
5+siness 0+stomer. %or e.am$le 0lient Mana&er may *e
+se! as a synonym for "##o+nt Mana&er.
T'e term #lient is also +se! to mean?
A " #om$+ter t'at is +se! !ire#tly *y a 1ser, for e.am$le a
)0, ;an!'el! 0om$+ter, or Eor4station.
A T'e $art of a 0lient6(erver "$$li#ation t'at t'e 1ser
!ire#tly interfa#es 3it'. %or e.am$le an email 0lient.
0lient 1n termen &eneral #are se refera la 0lient, la o "fa#ere sa+ la
0lient+l +nei "fa#eri. e e.em$l+, termen+l !e Mana&er+l
0lientilor $oate fi sinonim #+ Mana&er+l !e 0ont #lienti.
Termen+l !e #lient este !e asemenea folosit $entr+ a se referi
la?
A 1n #al#+lator #are este folosit !ire#t !e #atre +n 1tili2ator, !e
e.em$l+ +n )0, +n mini #al#+lator $orta*il sa+ o statie !e
l+#r+.
A )artea !intr6o "$li#atie 0lient6(erver #+ #are 1tili2ator+l
intera#tionea2a !ire#t. e e.em$l+ +n 0lient !e email.
0lose! 0Ser)ice 1peration2 T'e final (tat+s in t'e Life#y#le of an
In#i!ent, )ro*lem, 0'an&e et#. E'en t'e (tat+s is 0lose!,
no f+rt'er a#tion is ta4en.
In#'is 0Ser)ice 1peration2 (tarea finala !intr6+n 0i#l+ !e Viata al
+n+i In#i!ent, )ro*lema, (#'im*are et#. <i#i o alta a#ti+ne n+
mai are lo# #an! (tarea este In#'isa.
0los+re 0Ser)ice 1peration2 T'e a#t of #'an&in& t'e (tat+s of an
In#i!ent, )ro*lem, 0'an&e et#. to 0lose!.
In#'i!ere
7In#i!ent,
)ro*lema,
(#'im*are8
0Ser)ice 1peration2 "#t+l !e a s#'im*a (tarea +n+i9o
In#i!ent, )ro*lema, (#'im*are et# in starea In#'isa.
0:5IT 0'ontinual Ser)ice "mpro)ement2 0ontrol :*/e#tives for
Information an! relate! Te#'nolo&y 70:5IT8 $rovi!es
&+i!an#e an! 5est )ra#ti#e for t'e mana&ement of IT
)ro#esses. 0:5IT is $+*lis'e! *y t'e IT Governan#e
Instit+te. (ee 'tt$?99333.isa#a.or&9 for more information.
0:5IT9:*ie#tiv
ele 0ontrol+l+i
$entr+
Te'nolo&ia
Informatiilor si
#one.e
0'ontinual Ser)ice "mpro)ement2 :*ie#tivele 0ontrol+l+i
$entr+ Informatii si Te'nolo&ii #one.e 70:5IT8 asi&+ra
in!r+mare si 5+na )ra#ti#a $entr+ mana&ement+l )ro#eselor
IT. 0:5IT este $+*li#at !e Instit+t+l !e G+vernare IT. )entr+
mai m+lte informatii Ve2i 'tt$?99333.isa#a.or&9 .
0o!e of
)ra#ti#e
" G+i!eline $+*lis'e! *y a $+*li# *o!y or a (tan!ar!s
:r&anisation, s+#' as I(: or 5(I. Many (tan!ar!s #onsist of
a 0o!e of )ra#ti#e an! a ($e#ifi#ation. T'e 0o!e of )ra#ti#e
!es#ri*es re#ommen!e! 5est )ra#ti#e.
0o! !e
)ra#ti#a
1n G'i! $+*li#at !e #atre o $arte $+*li#a sa+ !e #atre o
:r&ani2atie !e (tan!ar!i2are, #+m ar fi I(: sa+ 5(I. M+lte
(tan!ar!e #onsta+ in 0o!+ri !e )ra#ti#a si in ($e#ifi#atii.
0o!+l !e )ra#ti#a !es#rie 5+na )ra#ti#a re#oman!ata.
0ol! (tan!*y (ynonym for Gra!+al Re#overy. 0ol! (tan!*y (inonim #+ Re#+$erarea )ro&resiva.
0ommer#ial
off t'e ('elf
70:T(8
0Ser)ice (esign2 "$$li#ation soft3are or Mi!!le3are t'at
#an *e $+r#'ase! from a T'ir! )arty.
)ro!+s
0omer#ial !in
Raft90:T(
7)ro!+s
stan!ar!, B!e6
&ataC8
0Ser)ice (esign2 "$li#atie (oft3are sa+ Mi!!le3are #are $ot
fi a#'i2itionate !e la o Terta )arte.
0om$lian#e -ns+rin& t'at a (tan!ar! or set of G+i!elines is follo3e!, or
t'at $ro$er, #onsistent a##o+ntin& or ot'er $ra#ti#es are
*ein& em$loye!.
0onformitate )ro#es+l #are asi&+ra #a (tan!ar!+l sa+ set+l !e In!r+mare
este +rmarit in!ea$roa$e, #onta*ilitatea este #ore#ta si
#onse#venta sa+ #a alte $ra#ti#i s+nt +tili2ate.
0om$onent " &eneral term t'at is +se! to mean one $art of somet'in&
more #om$le.. %or e.am$le, a #om$+ter (ystem may *e a
#om$onent of an IT (ervi#e, an "$$li#ation may *e a
0om$onent of a Release 1nit. 0om$onents t'at nee! to *e
mana&e! s'o+l! *e 0onfi&+ration Items.
0om$onenta 1n termen &eneral #are se refera la o $arte !intr6+n l+#r+
#om$le.. e e.em$l+, (istem+l +n+i #om$+ter $oate fi o
0om$onenta a (ervi#i+l+i IT, o "$li#atie $oate fi o #om$onenta
a +nei 1nitati !e istri*+tie. 0om$onentele #are tre*+ie
&estionate ar tre*+i sa fie -lemente !e 0onfi&+ratie.
0om$onent
0a$a#ity
Mana&ement
700M8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 T'e
)ro#ess res$onsi*le for +n!erstan!in& t'e 0a$a#ity,
1tilisation, an! )erforman#e of 0onfi&+ration Items. ata is
#olle#te!, re#or!e! an! analyse! for +se in t'e 0a$a#ity
)lan.
(ee (ervi#e 0a$a#ity Mana&ement.
Mana&ement+l
0a$a#itatii
0om$onentelor
700M8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2
)ro#es+l res$onsa*il $entr+ intele&erea 0a$a#itatii, 1tili2arii si
)erformantei -lementelor !e 0onfi&+ratie. atele s+nt
#ole#tate, inre&istrate si anali2ate $entr+ a se +tili2a in )lan+l
!e 0a$a#itate.
Ve2i Mana&ement+l 0a$a#itatii (ervi#iilor.
0om$onent 0I 0Ser)ice #ransition2 " 0onfi&+ration Item t'at is $art of an
"ssem*ly. %or e.am$le, a 0)1 or Memory 0I may *e $art of
a (erver 0I.
-lement+l !e
0onfi&+ratie90I
0Ser)ice #ransition2 1n -lement !e 0onfi&+ratie #are fa#e
$arte !intr6+n "nsam*l+. e e.em$l+, +n $ro#esor90)1 sa+
+n 0I Memorie $oate fa#e $arte !intr6+n 0I (erver.
0om$onent
%ail+re Im$a#t
"nalysis
70%I"8
0Ser)ice (esign2 " te#'ni,+e t'at 'el$s to i!entify t'e
im$a#t of 0I fail+re on IT (ervi#es. " matri. is #reate! 3it' IT
(ervi#es on one e!&e an! 0Is on t'e ot'er. T'is ena*les t'e
i!entifi#ation of #riti#al 0Is 7t'at #o+l! #a+se t'e fail+re of
m+lti$le IT (ervi#es8 an! of fra&ile IT (ervi#es 7t'at 'ave
m+lti$le (in&le )oints of %ail+re8.
"nali2a !e
Im$a#t a
efe#tarii
0om$onentelor
70%I"8
0Ser)ice (esign2 : te'ni#a #are a/+ta la in!etifi#area
im$a#t+l+i +nei !efe#ti+ni a 0I as+$ra (ervi#iilor IT. : matri#e
este #reata, !e o $arte (ervi#iile IT iar $e !e alta $arte $entr+
0I. "#easta a/+ta la i!entifi#area 0I #riti#e 7#are ar $+tea #a+2a
im$a#t as+$ra mai m+ltor (ervi#ii IT8 si i!entifi#area (ervi#iilor
IT fra&ile 7#are a+ mai m+lte )+n#te 1ni#e !e efe#tare8.
0om$+ter
Tele$'ony
Inte&ration
70TI8
0Ser)ice 1peration2 0TI is a &eneral term #overin& any 4in!
of inte&ration *et3een #om$+ters an! tele$'one (ystems. It
is most #ommonly +se! to refer to (ystems 3'ere an
"$$li#ation !is$lays !etaile! s#reens relatin& to in#omin& or
o+t&oin& tele$'one #alls.
(ee "+tomati# 0all istri*+tion, Intera#tive Voi#e Res$onse.
Telefonie
Inte&rata
"sistate !e
0al#+lator
70TI8
0Ser)ice 1peration2 0TI este +n termen &eneral #are a#o$era
ori#e fel !e inte&rare intre #al#+latoare si (isteme !e telefonie.
0el mai !es este folosit $entr+ a se referi la (isteme in #are
"$li#atia afisea2a e#rane !etaliate, in stransa le&at+ra #+
a$el+ri !e intrare sa+ !e iesire.
Ve2i istri*+irea "+tomata a "$el+rilor "0, Ras$+ns Vo#al
Intera#tiv9IVR.
0on#+rren#y " meas+re of t'e n+m*er of 1sers en&a&e! in t'e same
:$eration at t'e same time.
0on#+renta : mas+ra a n+mar+l+i !e 1tili2atori #e efe#t+ea2a a#eeasi
:$erati+ne in a#elasi tim$.
0onfi!entiality 0Ser)ice (esign2 " se#+rity $rin#i$le t'at re,+ires t'at !ata
s'o+l! only *e a##esse! *y a+t'orise! $eo$le.
0onfi!entialitat
e
0Ser)ice (esign2 1n $rin#i$i+ !e se#+ritate #are ne#esita #a
!atele sa fie a##esate !oar !e $ersone a+tori2ate.
0onfi&+ration 0Ser)ice #ransition2 " &eneri# term, +se! to !es#ri*e a
&ro+$ of 0onfi&+ration Items t'at 3or4 to&et'er to !eliver an
IT (ervi#e, or a re#o&ni2a*le $art of an IT (ervi#e.
0onfi&+ration is also +se! to !es#ri*e t'e $arameter settin&s
for one or more 0Is.
0onfi&+ratie 0Ser)ice #ransition2 1n termen &eneral, folosit $entr+ a
!es#rie +n &r+$ !e -lemente !e 0onfi&+ratie #are l+#rea2a
im$re+na $entr+ a livra +n (ervi#i+ IT, sa+ o $arte !intr6+n
(ervi#i+ IT. 0onfi&+ratia este !e asemenea folosita $entr+ a
!es#rie setarile $arametrilor $entr+ +n+l sa+ mai m+lte 0I.
0onfi&+ration
5aseline
0Ser)ice #ransition2 " 5aseline of a 0onfi&+ration t'at 'as
*een formally a&ree! an! is mana&e! t'ro+&' t'e 0'an&e
Mana&ement $ro#ess. " 0onfi&+ration 5aseline is +se! as a
*asis for f+t+re 5+il!s, Releases an! 0'an&es.
0onfi&+ratie !e
Referinta
0Ser)ice #ransition2 : Referinta a +nei 0onfi&+ratii #e a fost
a&reata in mo! formal si #are este &estionata $rin interme!i+l
$ro#es+l+i !e Mana&ement al (#'im*arii. 0onfi&+ratia !e
Referinta este folosita #a $+n#t !e $le#are $entr+ viitoarele
"nsam*lari, )a#'ete !e istri*+tie si (#'im*ari.
0onfi&+ration
0ontrol
0Ser)ice #ransition2 T'e "#tivity res$onsi*le for ens+rin&
t'at a!!in&, mo!ifyin& or removin& a 0I is $ro$erly mana&e!,
for e.am$le *y s+*mittin& a Re,+est for 0'an&e or (ervi#e
Re,+est.
0ontrol+l
0onfi&+ratiei
0Ser)ice #ransition2 "#tivitatea res$onsa*ila sa se asi&+re
#a a!a+&area, mo!ifi#area sa+ eliminarea +n+i 0I este
a!ministrata in mo! #ores$+n2ator, !e e.em$l+ $rin
transmitera +nei 0ereri !e (#'im*are9R%0 sa+ 0erere !e
(ervi#ii.
0onfi&+ration
I!entifi#ation
0Ser)ice #ransition2 T'e "#tivity res$onsi*le for #olle#tin&
information a*o+t 0onfi&+ration Items an! t'eir
Relations'i$s, an! loa!in& t'is information into t'e 0M5.
0onfi&+ration I!entifi#ation is also res$onsi*le for la*ellin&
t'e 0Is t'emselves, so t'at t'e #orres$on!in& 0onfi&+ration
Re#or!s #an *e fo+n!.
I!entifi#area
0onfi&+ratiei
0Ser)ice #ransition2 "#tivitatea res$onsa*ila $entr+
#ole#tarea informatiilor !es$re -lemente !e 0onfi&+ratie si a
Relatiilor a#estora, $re#+m si inre&istrarea a#estor informatii in
0M5. I!entifi#area 0onfi&+ratiei ras$+n!e !e asemenea !e
eti#'etarea 0I astfel in#Gt Inre&istrarile !es$re 0onfi&+ratie, sa
$oata fi re&asite.
0onfi&+ration
Item 70I8
0Ser)ice #ransition2 "ny 0om$onent t'at nee!s to *e
mana&e! in or!er to !eliver an IT (ervi#e. Information a*o+t
ea#' 0I is re#or!e! in a 0onfi&+ration Re#or! 3it'in t'e
0onfi&+ration Mana&ement (ystem an! is maintaine!
t'ro+&'o+t its Life#y#le *y 0onfi&+ration Mana&ement. 0Is
are +n!er t'e #ontrol of 0'an&e Mana&ement. 0Is ty$i#ally
in#l+!e IT (ervi#es, 'ar!3are, soft3are, *+il!in&s, $eo$le,
an! formal !o#+mentation s+#' as )ro#ess !o#+mentation
an! (L"s.
-lement !e
0onfi&+ratie
70I8
0Ser)ice #ransition2 :ri#e 0om$onenta #are tre*+ie sa fie
&estionata $entr+ a oferi +n (ervi#i+ IT. Informatiile !es$re
fie#are 0I s+nt inre&istrate s+* forma +nei Inre&istrari !es$re
0onfi&+ratie in #a!r+l (istem+l+i !e Mana&ement al
0onfi&+ratiilor90M( si este intretin+ta !e6a l+n&+l 0i#l+l+i !e
Viata !e #atre Mana&ement+l (#'im*arilor. 0I se afla s+*
#ontrol+l Mana&ement+l+i (#'im*arilor. 0I6+rile #+$rin! in mo!
o*isn+it (ervi#iile IT, 'ar!3are6+l, soft3are6+l, #la!irile,
res+rsele +mane si !o#+mentatiile formale #+m ar fi
!o#+mentatia )ro#eselor si (L".
0onfi&+ration
Mana&ement
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for
maintainin& information a*o+t 0onfi&+ration Items re,+ire! to
!eliver an IT (ervi#e, in#l+!in& t'eir Relations'i$s. T'is
information is mana&e! t'ro+&'o+t t'e Life#y#le of t'e 0I.
0onfi&+ration Mana&ement is $art of an overall (ervi#e "sset
an! 0onfi&+ration Mana&ement )ro#ess.
Mana&ement+l
0onfi&+ratiilor
0Ser)ice #ransition2 )ro#es+l res$onsa*il !e intretinerea
informatiilor !es$re -lementele !e 0onfi&+ratie ne#esare
f+rni2arii !e (ervi#ii IT, in#l+siv Relatiile a#estora. "#este
informatii s+nt &estionate !e6a l+n&+l 0i#l+l+i !e viata al 0I6
+rilor. Mana&ement+l 0onfi&+ratiilor este $arte a $ro#es+l+i
Mana&ement+l 0onfi&+ratiilor si "#tivele (ervi#i+l+i.
0onfi&+ration
Mana&ement
ata*ase
70M58
0Ser)ice #ransition2 " !ata*ase +se! to store 0onfi&+ration
Re#or!s t'ro+&'o+t t'eir Life#y#le. T'e 0onfi&+ration
Mana&ement (ystem maintains one or more 0M5s, an!
ea#' 0M5 stores "ttri*+tes of 0Is, an! Relations'i$s 3it'
ot'er 0Is.
5a2a !e !ate
$entr+
Mana&ement+l
0onfi&+ratiilor
70M58
0Ser)ice #ransition2 : *a2a !e !ate folosita $entr+ a sto#a
Inre&istrarile !es$re 0onfi&+ratii !e6a l+n&+l 0i#l+l+i !e Viata.
(istem+l $entr+ Mana&ement+l 0onfi&+ratiilor90M( intretine
+na sa+ mai m+lte 0M5, fie#are !intre a#estea memorGn!
"tri*+te ale 0I si Relatiile #+ alte 0I.
0onfi&+ration
Mana&ement
(ystem 70M(8
0Ser)ice #ransition2 " set of tools an! !ata*ases t'at are
+se! to mana&e an IT (ervi#e )rovi!er=s 0onfi&+ration !ata.
T'e 0M( also in#l+!es information a*o+t In#i!ents,
)ro*lems, @no3n -rrors, 0'an&es an! Releases> an! may
#ontain !ata a*o+t em$loyees, (+$$liers, lo#ations, 5+siness
1nits, 0+stomers an! 1sers. T'e 0M( in#l+!es tools for
#olle#tin&, storin&, mana&in&, +$!atin&, an! $resentin& !ata
a*o+t all 0onfi&+ration Items an! t'eir Relations'i$s. T'e
0M( is maintaine! *y 0onfi&+ration Mana&ement an! is
+se! *y all IT (ervi#e Mana&ement )ro#esses.
(ee 0onfi&+ration Mana&ement ata*ase, (ervi#e
@no3le!&e Mana&ement (ystem.
(istem+l $entr+
Mana&ement+l
0onfi&+ratiilor
70M(8
0Ser)ice #ransition2 1n set !e instr+mente si *a2e !e !ate
folosite $entr+ a &estiona !atele !es$re 0onfi&+ratiile
%+rni2or+l+i !e (ervi#ii. 0M( in#l+!e !e asemenea informatii
!es$re In#i!ente, )ro*leme, -rori 0+nos#+te, (#'im*ari si
)a#'ete !e istri*+tie, $re#+m si !ate !es$re an&a/ati,
%+rni2ori, lo#atii, 1nitati !e "fa#eri 9!e 5+siness, 0lienti si
1tili2atori. 0M( in#l+!e instr+mente $entr+ #ole#tarea,
sto#area, a!ministrarea, a#t+ali2area si $re2entarea !atelor
!es$re 0I si Relatiile a#estora. 0M( este intretin+t !e #atre
Mana&ement+l 0onfi&+ratiilor si este folosit !e #atre toate
)ro#esele !in #a!r+l Mana&ement+l+i (ervi#ilor IT.
Ve2i si 5a2a !e !ate $entr+ Mana&ement+l
0onfi&+ratiilor90M5, (istem+l !e Mana&ement al
0+nostintelor !es$re (ervi#ii 9(@M(.
0onfi&+ration
Re#or!
0Ser)ice #ransition2 " Re#or! #ontainin& t'e !etails of a
0onfi&+ration Item. -a#' 0onfi&+ration Re#or! !o#+ments
t'e Life#y#le of a sin&le 0I. 0onfi&+ration Re#or!s are store!
in a 0onfi&+ration Mana&ement ata*ase.
Inre&istrare
!es$re
-lement+l !e
0onfi&+rare
0Ser)ice #ransition2 : inre&istrare #e #ontine !etalii !es$re
-lement+l !e 0onfi&+ratie. %ie#are inre&istrare !es$re
#onfi&+ratie !o#+mentea2a 0i#l+l !e Viata al +n+i sin&+r 0I.
Inre&istrarile !es$re #onfi&+ratie s+nt sto#ate in 5a2a !e !ate
$entr+ Mana&ement+l 0onfi&+ratiei90M5.
0onfi&+ration
(tr+#t+re
0Ser)ice #ransition2 T'e 'ierar#'y an! ot'er Relations'i$s
*et3een all t'e 0onfi&+ration Items t'at #om$rise a
0onfi&+ration.
(tr+#t+ra
0onfi&+ratiei
0Ser)ice #ransition2 Ierar'ia si alte Relatii intre -lementele !e
0onfi&+ratie #e #om$+n o 0onfi&+ratie.
0ontin+al
(ervi#e
Im$rovement
70(I8
0'ontinual Ser)ice "mpro)ement2 " sta&e in t'e Life#y#le
of an IT (ervi#e an! t'e title of one of t'e 0ore ITIL
$+*li#ations.
0ontin+al (ervi#e Im$rovement is res$onsi*le for mana&in&
im$rovements to IT (ervi#e Mana&ement )ro#esses an! IT
(ervi#es. T'e )erforman#e of t'e IT (ervi#e )rovi!er is
#ontin+ally meas+re! an! im$rovements are ma!e to
)ro#esses, IT (ervi#es an! IT Infrastr+#t+re in or!er to
in#rease -ffi#ien#y, -ffe#tiveness, an! 0ost -ffe#tiveness.
(ee )lan6o60'e#46"#t.
0ontin+al
(ervi#e
Im$rovement9
Im*+natatirea
0ontin+a a
(ervi#iilor 70(I8
0'ontinual Ser)ice "mpro)ement2 : fa2a a 0i#l+l+i !e Viata
a +n+i (ervi#i+ IT si titl+l +neia !intre $+*li#atiile !e *a2a ale
ITIL.
Im*+natatirea 0ontin+a a (ervi#iilor90(I este res$onsa*ila !e
&esti+nea im*+natatirii )ro#eselor !in #a!r+l Mana&ement+l+i
(ervi#iilor IT $re#+m si a (ervi#iilor IT. )erformanta +n+i
%+rni2or !e (ervi#ii IT este #+antifi#ata #ontin++ iar $ro&resele
s+nt reali2ate la nivel+l )ro#eselor, (ervi#iilor IT si
Infrastr+#t+ri IT #+ s#o$+l !e a #reste -fi#ienta, -fi#a#itatea si
-fi#a#itatea 0ost+rilor.
Ve2i si )lanifi#a6Reali2ea2a6Verifi#a6"#tionea2a9)0".
0ontin+o+s
"vaila*ility
0Ser)ice (esign2 "n a$$roa#' or !esi&n to a#'ieve 100H
"vaila*ility. " 0ontin+o+sly "vaila*le IT (ervi#e 'as no
$lanne! or +n$lanne! o3ntime.
is$oni*ilitatea
0ontin+a
0Ser)ice (esign2 : a*or!are sa+ +n $lan $entr+ a atin&e
100H is$oni*ilitate. 1n servi#i+ IT !is$oni*il #ontin++ n+ are
tim$i !e intrer+$ere $lanifi#ati sa+ ne$lanifi#ati.
0ontin+o+s
:$eration
0Ser)ice (esign2 "n a$$roa#' or !esi&n to eliminate
$lanne! o3ntime of an IT (ervi#e. <ote t'at in!ivi!+al
0onfi&+ration Items may *e !o3n even t'o+&' t'e IT (ervi#e
is "vaila*le.
:$erare
0ontin+a
0Ser)ice (esign2 : a*or!are sa+ +n $lan $rin #are se elimina
Tim$+l !e Intrer+$ere al +n+i (ervi#i+ IT. e notat #a +n
-lement 0onfi&+rat $oate s+feri intrer+$eri in tim$ #e (ervi#i+l
IT, $e #are il s$ri/ina, este is$oni*il.
0ontra#t " le&ally *in!in& "&reement *et3een t3o or more $arties. 0ontra#t 1n "#or! le&al o*li&atori+ intre !o+a sa+ mai m+lte $arti.
0ontra#t
)ortfolio
0Ser)ice Strategy2 " !ata*ase or str+#t+re! o#+ment +se!
to mana&e (ervi#e 0ontra#ts or "&reements *et3een an IT
(ervi#e )rovi!er an! t'eir 0+stomers. -a#' IT (ervi#e
!elivere! to a 0+stomer s'o+l! 'ave a 0ontra#t or ot'er
"&reement 3'i#' is liste! in t'e 0ontra#t )ortfolio.
(ee (ervi#e )ortfolio, (ervi#e 0atalo&+e.
)ortofoli+ !e
0ontra#te
0Ser)ice Strategy2 : *a2a !e !ate sa+ +n o#+ment
str+#t+rat folosit $entr+ a &estiona 0ontra#tele !e (ervi#ii sa+
"#or!+rile !intre %+rni2or+l !e (ervi#ii IT si 0lientii a#est+ia.
%ie#are (ervi#i+ IT oferit +n+i 0lient tre*+ie sa ai*a la *a2a +n
0ontra#t sa+ +n "#or! evi!entiat in )ortofoli+l !e 0ontra#te.
Ve2i si )ortofoli+ !e (ervi#ii, 0atalo& !e (ervi#ii.
0ontrol " means of mana&in& a Ris4, ens+rin& t'at a 5+siness
:*/e#tive is a#'ieve!, or ens+rin& t'at a )ro#ess is follo3e!.
-.am$le 0ontrols in#l+!e )oli#ies, )ro#e!+res, Roles, R"I,
!oor6lo#4s et#. " #ontrol is sometimes #alle! a
0o+ntermeas+re or safe&+ar!.
0ontrol also means to mana&e t'e +tili2ation or *e'avio+r of
a 0onfi&+ration Item, (ystem or IT (ervi#e.
0ontrol 1n mi/lo# $rin #are este &estionat Ris#+l $entr+ a oferi
asi&+rari #a +n :*ie#tiv al "fa#erii este atins sa+ $entr+ a oferi
asi&+rari #a +n )ro#es este res$e#tat. -.em$le !e #ontroale
in#l+!e )oliti#ile, )ro#e!+rile, Rol+rile, R"I, +sile in#+iate et#.
0Gteo!ata +n #ontrol este n+mit si mas+ra !e $rote#tie sa+
0ontramas+ra.
0ontrol+l mai semnifi#a si &estionarea +tili2arii sa+
#om$ortament+l +n+i -lement !e 0onfi&+ratie, (istem sa+
(ervi#i+ IT.
0ontrol
:*/e#tives for
Information
an! relate!
Te#'nolo&y
70:5IT8
(ee 0:5IT. :*ie#tivele
0ontrol+l+i
$entr+
Informatii si
Te'nolo&ii
#one.e
70:5IT8
Ve2i 0:5IT.
0ontrol
$ers$e#tive
0Ser)ice Strategy2 "n a$$roa#' to t'e mana&ement of IT
(ervi#es, )ro#esses, %+n#tions, "ssets et#. T'ere #an *e
several !ifferent 0ontrol )ers$e#tives on t'e same IT
(ervi#e, )ro#ess et#., allo3in& !ifferent in!ivi!+als or teams
to fo#+s on 3'at is im$ortant an! relevant to t'eir s$e#ifi#
Role. -.am$le 0ontrol )ers$e#tives in#l+!e Rea#tive an!
)roa#tive mana&ement 3it'in IT :$erations, or a Life#y#le
vie3 for an "$$li#ation )ro/e#t team.
)ers$e#tiva
0ontrol+l+i
0Ser)ice Strategy2 "*or!area mana&ement+l+i (ervi#iilor IT,
)ro#eselor, %+n#tiilor, "#tivelor et#. )ot e.ista mai m+lte
$ers$e#tive as+$ra #ontrol+l+i as+$ra a#el+iasi (ervi#i+ IT,
)ro#es et#, sit+atie #e $ermite in!ivi2ilor sa+ e#'i$elor sa se
#on#entre2e as+$ra #eea #e este im$ortant si relevant $entr+
Rol+l lor. 1n e.em$l+ !e $ers$e#tiva as+$ra #ontrol+l+i in#l+!e
mana&ement+l rea#tiv si $roa#tiv in #a!r+l :$erarii IT sa+
$ers$e#tivele 0i#l+l+i !e Viata $entr+ e#'i$a +n+i )roie#t !e
e2voltare a +nei "$li#atii.
0ontrol
)ro#esses
T'e I(:9I-0 20000 )ro#ess &ro+$ t'at in#l+!es 0'an&e
Mana&ement an! 0onfi&+ration Mana&ement.
)ro#esele
0ontrol+l+i
Gr+$+l )ro#eselor I(:9I-0 2000, &r+$ #e in#l+!e
Mana&ement+l (#'im*ariisi Mana&ement+l 0onfi&+ratiilor.
0ore (ervi#e 0Ser)ice Strategy2 "n IT (ervi#e t'at !elivers *asi#
:+t#omes !esire! *y one or more 0+stomers.
(ee (+$$ortin& (ervi#e, 0ore (ervi#e )a#4a&e.
(ervi#i+ !e
5a2a
0Ser)ice Strategy2 1n (ervi#i+ IT #e f+rni2ea2a Re2+ltatele
!e *a2a !orite !e +n+l sa+ mai m+lti 0lienti.
Ve2i si (ervi#ii (+$ort, )a#'et !e (ervi#ii !e *a2a.
0ore (ervi#e
)a#4a&e
70()8
0Ser)ice Strategy2 " !etaile! !es#ri$tion of a 0ore (ervi#e
t'at may *e s'are! *y t3o or more (ervi#e Level )a#4a&es.
(ee (ervi#e )a#4a&e.
)a#'et+l
(ervi#i+l+i !e
5a2a 70()8
0Ser)ice Strategy2 : !es#riere !etaliata a (ervi#iilor !e 5a2a
#e $oate fi $arta/ate intre !o+a sa+ mai m+lte )a#'ete ale
<ivel+l+i (ervi#iilor.
Ve2i )a#'et !e (ervi#ii.
0ost T'e amo+nt of money s$ent on a s$e#ifi# "#tivity, IT (ervi#e,
or 5+siness 1nit. 0osts #onsist of real #ost 7money8, notional
#ost s+#' as $eo$le=s time, an! e$re#iation.
0ost (+ma !e *ani #'elt+ita #+ o "#tivitate s$e#ifi#a, (ervi#i+ IT
sa+ 1nitate a "fa#erii9!e 5+siness. 0ost+l #onsta in #ost+l real
7s+ma !e *ani8, #ost+l estimat 7tim$+l an&a/atilor8 si
e$re#ierea9"morti2area.
0ost 5enefit
"nalysis
"n "#tivity t'at analyses an! #om$ares t'e 0osts an! t'e
*enefits involve! in one or more alternative #o+rses of a#tion.
(ee 5+siness 0ase, <et )resent Val+e, Internal Rate of
Ret+rn, Ret+rn on Investment, Val+e on Investment.
"nali2a 0ost6
5enefi#i+
: "#tivitate #e anali2ea2a si #om$ara 0ost+rile si *enefi#iile
im$li#ate in +na sa+ mai m+lte alternative ale +nei a#ti+ni.
Ve2i (t+!i+ !e %e2a*ilitate, Valoare <eta )re2enta, Rata
Interna !e Re#+$erare, Re#+$erarea Investitiei, Valoarea
Investitiei.
0ost 0entre 0Ser)ice Strategy2 " 5+siness 1nit or )ro/e#t to 3'i#' 0osts
are assi&ne!. " 0ost 0entre !oes not #'ar&e for (ervi#es
$rovi!e!. "n IT (ervi#e )rovi!er #an *e r+n as a 0ost 0entre
or a )rofit 0entre.
0entr+ !e 0ost 0Ser)ice Strategy2 : 1nitate !e "fa#ere9!e 5+siness sa+ +n
)roie#t #atre #are se alo#a 0ost+ri. 1n 0entr+ !e 0ost n+ isi
re#+$erea2a #'elt+ielile $entr+ (ervi#iile f+rni2ate. %+rni2or+l
!e (ervi#ii IT $oate a#tiona #a +n 0entr+ !e 0ost sa+ #a +n
0entr+ !e )rofit.
0ost
-ffe#tiveness
" meas+re of t'e *alan#e *et3een t'e -ffe#tiveness an!
0ost of a (ervi#e, )ro#ess or a#tivity, " 0ost -ffe#tive
)ro#ess is one 3'i#' a#'ieves its :*/e#tives at minim+m
0ost.
(ee @)I, Ret+rn on Investment, Val+e for Money.
-fe#tivitatea
0ost+l+i
0+antifi#area e#'ili*r+l+i !intre -fe#tivitatea si 0ost+l +n+i
(ervi#i+, )ro#es sa+ a#tivitate. 1n )ro#es efi#ient !in $+n#t !e
ve!ere al #ost+rilor este a#el $ro#es #are isi atin&e :*ie#tivele
#+ 0ost+ri minime.
Ve2i si @)I, Re#+$erarea Investitiei, Valoare Monetara.
0ost -lement 0Ser)ice Strategy2 T'e mi!!le level of #ate&ory to 3'i#'
0osts are assi&ne! in 5+!&etin& an! "##o+ntin&. T'e
'i&'est level #ate&ory is 0ost Ty$e. %or e.am$le a 0ost Ty$e
of B$eo$leC #o+l! 'ave #ost elements of $ayroll, staff *enefits,
e.$enses, trainin&, overtime et#. 0ost -lements #an *e
f+rt'er *ro4en !o3n to &ive 0ost 1nits. %or e.am$le t'e 0ost
-lement Be.$ensesC #o+l! in#l+!e 0ost 1nits of ;otels,
Trans$ort, Meals et#.
-lement al
0ost+l+i
0Ser)ice Strategy2 <ivel+l me!i+ al +nei #ate&orii $rin #are
0ost+rile s+nt 5+&etate si inre&istrate in 0onta*ilitate. 0ea mai
im$ortanta #ate&orie este Ti$+l 0ost+l+i. e e.em$l+, Ti$+l
0ost+l+i in #a2+l Bres+rsei +maneC $oate #+$rin!e #a si
elemente !e #ost $latile salariale, *enefi#iile, #'elt+ielile #+
instr+irea, orele s+$limentare et#. -lementele #ost+rilor $ot fi
im$artite in 1nitati !e 0ost. e e.em$l+ -lement+l 0ost
B#'elt+ieliC $oate in#l+!e 1nitatile !e 0ost 'otel, trans$ort,
masa et#.
0ost
Mana&ement
0Ser)ice Strategy2 " &eneral term t'at is +se! to refer to
5+!&etin& an! "##o+ntin&, sometimes +se! as a synonym
for %inan#ial Mana&ement
Mana&ement+l
0ost+rilor
0Ser)ice Strategy2 1n termen &eneral folosit $entr+ a fa#e
referire la 5+&et si 0onta*ilitate, folosit +neori #a si sinonim
$entr+ Mana&ement %inan#iar.
0ost Ty$e 0Ser)ice Strategy2 T'e 'i&'est level of #ate&ory to 3'i#'
0osts are assi&ne! in 5+!&etin& an! "##o+ntin&. %or
e.am$le 'ar!3are, soft3are, $eo$le, a##ommo!ation,
e.ternal an! Transfer.
(ee 0ost -lement, 0ost Ty$e.
Ti$+l 0ost+l+i 0Ser)ice Strategy2 -lement+l $rin#i$al al +nei #at&orii !e
0ost+ri $rin #are a#estea s+nt 5+&etate si refle#tate in
0onta*ilitate. e e.em$l+, 'ar!3are6+l, soft3are6+l, res+rsele
+mane, #'elt+ileile !e a#omo!are, Transfer+l, $ersonal e.tern.
Ve2i -lement !e 0ost, Ti$+l 0ost+l+i.
0ost 1nit 0Ser)ice Strategy2 T'e lo3est level of #ate&ory to 3'i#'
0osts are assi&ne!, 0ost 1nits are +s+ally t'in&s t'at #an *e
easily #o+nte! 7e.&. staff n+m*ers, soft3are li#en#es8 or
t'in&s easily meas+re! 7e.&. 0)1 +sa&e, -le#tri#ity
#ons+me!8. 0ost 1nits are in#l+!e! 3it'in 0ost -lements.
%or e.am$le a 0ost -lement of Be.$ensesC #o+l! in#l+!e
0ost 1nits of ;otels, Trans$ort, Meals et#.
(ee 0ost Ty$e.
1nitate !e 0ost 0Ser)ice Strategy2 1nitatile !e 0ost s+nt in &eneral elemente
#are $ot fi +sor evi!entiate 7n+mar+l ana&a/atilor, li#entele
soft3are8 sa+ l+#r+ri #are $ot +sor #+antifi#ate 7&ra!+l !e
+tili2are al $ro#esor+l+i, ener&ia ele#tri#a #ons+mata8. 1nitatile
!e #ost s+nt in#l+se in -lementele 0ost+rilor. e e.em$l+,
-lement+l 0ost al B#'elt+ielilorC $oate in#l+!e 1nitatile !e 0ost
ale 'otel+rilor, trans$ort+l+i, meselor et#.
Ve2i si Ti$+l 0ost+l+i.
0o+ntermeas+
re
0an *e +se! to refer to any ty$e of 0ontrol. T'e term
0o+ntermeas+re is most often +se! 3'en referrin& to
meas+res t'at in#rease Resilien#e, %a+lt Toleran#e or
Relia*ility of an IT (ervi#e.
0ontramas+ra )oate fi folosita $entr+ a fa#e referire la ori#e ti$ !e 0ontrol.
Termen+l este #el mai !es folosit #+ referire la mas+rile #e
#ontri*+ie la #resterea %le.i*ilitatii, Tolerantei la efe#te sa+
In#re!erii intr6+n (ervi#i+ IT.
0o+rse
0orre#tions
0'an&es ma!e to a )lan or "#tivity t'at 'as alrea!y starte!,
to ens+re t'at it 3ill meet its :*/e#tives. 0o+rse #orre#tions
are ma!e as a res+lt of Monitorin& $ro&ress.
0ore#tii ale
0+rs+l+i 7+nei
a#tivitati9a#ti+ni
8
Mo!ifi#ari a!+se +n+i )lan sa+ "#tivtati !emarate !e/a, #+
s#o$+l !e a oferi asi&+rari $rivin! atin&erea :*ie#tivelor.
0ore#tiile #+rs+l+i s+nt efe#t+ate #a re2+ltat al $ro&reselor
inre&istrate $rin Monitori2are.
0R"MM " met'o!olo&y an! tool for analysin& an! mana&in& Ris4s.
0R"MM 3as !evelo$e! *y t'e 1@ Government, *+t is no3
$rivately o3ne!. %+rt'er information is availa*le from
'tt$?99333.#ramm.#om9
0R"MM : meto!olo&ie si +n instr+ment folosite $entr+ anali2a si
mana&ement+l Ris#+rilor. 0R"MM a fost !e2voltata !e #atre
&+vern+l 1@, !ar a#+m este a!ministrata $rivat. Informatii
s+$limentare la 'tt$?99333.#ramm.#om9
0risis
Mana&ement
T'e )ro#ess res$onsi*le for mana&in& t'e 3i!er im$li#ations
of 5+siness 0ontin+ity. " 0risis Mana&ement team is
res$onsi*le for (trate&i# iss+es s+#' as mana&in& me!ia
relations an! s'are'ol!er #onfi!en#e, an! !e#i!es 3'en to
invo4e 5+siness 0ontin+ity )lans.
Mana&ement+l
0ri2ei
)ro#es+l res$onsa*il $entr+ &estionarea im$li#atiilor mai lar&i
ale 0ontin+itatii "fa#erii. : e#'i$a $entr+ Mana&ement+l #ri2ei
este res$onsa*ila !e $ro*lemele (trate&i#e #+m ar fi,
mana&ement+l relatiilor me!ia, in#re!erea investitorilor si
!e#i!e moment+l in #are tre*+ie invo#at )lan+l $entr+
0ontin+itatea "fa#erii.
0riti#al
(+##ess
%a#tor 70(%8
(omet'in& t'at m+st 'a$$en if a )ro#ess, )ro/e#t, )lan, or IT
(ervi#e is to s+##ee!. @)Is are +se! to meas+re t'e
a#'ievement of ea#' 0(%. %or e.am$le a 0(% of I$rote#t IT
(ervi#es 3'en ma4in& 0'an&esI #o+l! *e meas+re! *y @)Is
s+#' as I$er#enta&e re!+#tion of +ns+##essf+l 0'an&esI,
I$er#enta&e re!+#tion in 0'an&es #a+sin& In#i!entsI et#.
%a#tor 0riti# !e
(+##es 70(%8
0eva #e ar tre*+i sa se intim$le !a#a +n )ro#es, )roie#t, )lan
sa+ (ervi#i+ IT ar fi sa re+seas#a #+ s+##es. @)I6+rile se
foloses# $entr+ a #+antifi#a atin&erea fie#ar+i 0(%. e
e.em$l+, +n 0(% $entr+ B$rote/area (ervi#iilor IT in moment+l
in #are se reali2ea2a (#'im*ariC $oate fi #+antifi#at $rin @)I,
#+m ar fi B$ro#ent+l re!+#erii (#'im*arilor es+ateC, B$ro#ent+l
re!+#erii (#'im*arilor #a+2atoare !e In#i!enteC et#.
0+lt+re " set of val+es t'at is s'are! *y a &ro+$ of $eo$le, in#l+!in&
e.$e#tations a*o+t 'o3 $eo$le s'o+l! *e'ave, i!eas, *eliefs,
an! $ra#ti#es.
(ee Vision.
0+lt+ra 1n set !e valori a##e$tate !e +n &r+$ !e oameni, in#l+2Gn!
aste$tarile !es$re maniera in #are oamenii se #om$orta,
&Gn!es# si $rofesea2a
Ve2i Vi2i+ne.
0+stomer (omeone 3'o *+ys &oo!s or (ervi#es. T'e 0+stomer of an
IT (ervi#e )rovi!er is t'e $erson or &ro+$ 3'o !efines an!
a&rees t'e (ervi#e Level Tar&ets. T'e term 0+stomers is
also sometimes informally +se! to mean 1sers, for e.am$le
It'is is a 0+stomer fo#+sse! :r&anisationI.
0lient 0ineva #are #+m$ara *+n+ri si (ervi#ii. 0lient+l +n+i %+rni2or
!e (ervi#ii IT este $ersoana sa+ &r+$+l #are !efineste si
a&rea2a Tintele <ivel+l+i (ervi#iilor. Termen+l !e 0lient este
+neori folosit informal #+ sens+l !e 1tili2ator, !e e.em$l+
Ba#easta este o :r&ani2atie a.ata $e 0lientC
0+stomer
)ortfolio
0Ser)ice Strategy2 " !ata*ase or str+#t+re! o#+ment +se!
to re#or! all 0+stomers of t'e IT (ervi#e )rovi!er. T'e
0+stomer )ortfolio is t'e 5+siness Relations'i$ Mana&er=s
vie3 of t'e 0+stomers 3'o re#eive (ervi#es from t'e IT
(ervi#e )rovi!er.
(ee 0ontra#t )ortfolio, (ervi#e )ortfolio.
)ortofoli+l !e
0lienti
str+#t+rat folosit $entr+ a inre&istra toti 0lientii %+rni2or+l+i !e
(ervi#ii IT. )ortofoli+l !e #lienti re$re2inta $+n#t+l !e ve!ere al
Mana&er+l+i #+ Relatiile #+ 0lientii, si $rimes# (ervi#iile !in
$artea %+rni2or+l+i !e (ervi#ii IT.
Ve2i si )ortofoli+l !e 0ontra#te, )ortofoli+l !e (ervi#i+.
as'*oar! " &ra$'i#al re$resentation of overall IT (ervi#e )erforman#e
an! "vaila*ility. as'*oar! ima&es may *e +$!ate! in real6
time, an! #an also *e in#l+!e! in mana&ement re$orts an!
3e* $a&es. as'*oar!s #an *e +se! to s+$$ort (ervi#e
Level Mana&ement, -vent Mana&ement or In#i!ent
ia&nosis.
Ta*lo+ !e 5or! 0Ser)ice 1peration2 : re$re2entare &rafi#a a )erforrnatei si
is$oni*ilitatii &enerale a (ervi#i+l+i IT. Ima&inile Ta*lo+l+i !e
5or! $ot fi a#t+ali2ate in tim$ real si !e asemenea $ot sa
in#l+!a ra$oarte manana&eriale si $a&ini 3e*. Ta*lo+l !e 5or!
$oate fi folosit $entr+ a oferi s+$ort Mana&ement+l+i $entr+
<ivel+l (ervi#i+l+i, Mana&ement+l+i -venimentelor sa+ $entr+
ia&no2a In#i!entelor.
ata6to6
Information6to6
@no3le!&e6to6
Eis!om
7I@E8
" 3ay of +n!erstan!in& t'e relations'i$s *et3een !ata,
information, 4no3le!&e, an! 3is!om. I@E s'o3s 'o3 ea#'
of t'ese *+il!s on t'e ot'ers.
ate6#atre6
Informatii6#atre6
0+noastere6
#atre6
Intele$#i+ne
7I@E8
: maniera !e a intele&e relatiile !intre !ate6informatii6
#+noastere si intele$#i+ne. "#easta sinta&ma 7I@E8 arata
mo!+l in #are fie#are !in a#este elemente evol+ea2a, +n+l !in
#elalalt.
efinitive
Me!ia Li*rary
7ML8
0Ser)ice #ransition2 :ne or more lo#ations in 3'i#' t'e
!efinitive an! a$$rove! versions of all soft3are 0onfi&+ration
Items are se#+rely store!. T'e ML may also #ontain
asso#iate! 0Is s+#' as li#enses an! !o#+mentation. T'e
ML is a sin&le lo&i#al stora&e area even if t'ere are m+lti$le
lo#ations. "ll soft3are in t'e ML is +n!er t'e #ontrol of
0'an&e an! Release Mana&ement an! is re#or!e! in t'e
0onfi&+ration Mana&ement (ystem. :nly soft3are from t'e
ML is a##e$ta*le for +se in a Release.
5i*liote#a
Me!ia
efinitiva
7ML8
0Ser)ice #ransition2 1na sa+ mai m+lte lo#atii in #are
versi+nile a$ro*ate si !efinitive ale t+t+ror soft3are6+rilor 0I
s+nt sto#ate intr6o maniera se#+ri2ata. ML $oate, !e
asemenea, sa #ontina 0I aso#iate #+m ar fi li#entele si
!o#+mentatiile. ML este o sin&+ra 2ona lo&i#a !e sto#are
#'iar !a#a e.ista mai m+lte lo#atii fi2i#e. Toate soft+rile !in
ML se afla s+* #ontrol+l Mana&ement+l+i (#'im*arii si
)+*li#atiilor si s+nt inre&istrate in (istem+l !e Mana&ement al
0onfi&+ratiilor. oar soft3are6+l !in 5M este a##e$tat a fi
+tili2at in )a#'et+l !e istri*+tie.
elivera*le (omet'in& t'at m+st *e $rovi!e! to meet a #ommitment in a
(ervi#e Level "&reement or a 0ontra#t. elivera*le is also
+se! in a more informal 3ay to mean a $lanne! o+t$+t of any
)ro#ess.
Livra*ila 1n o*ie#t, servi#i+ sa+ $ro#es #are tre*+ie f+rni2at astfel in#at
sa #ores$+n!a +n+i an&a/ament in "#or!+l <ivel+i !e (ervi#i+
sa+ al +n+i 0ontra#t. Termen+l !e Livra*ila $oate fi folosit si
intr6+n mo! informal $entr+ a ne referi la re2+ltat+l $lanifi#at al
ori#ar+i )ro#es.
eman!
Mana&ement
"#tivities t'at +n!erstan! an! infl+en#e 0+stomer !eman!
for (ervi#es an! t'e $rovision of 0a$a#ity to meet t'ese
!eman!s. "t a (trate&i# level eman! Mana&ement #an
involve analysis of )atterns of 5+siness "#tivity an! 1ser
)rofiles. "t a Ta#ti#al level it #an involve +se of ifferential
0'ar&in& to en#o+ra&e 0+stomers to +se IT (ervi#es at less
*+sy times.
(ee 0a$a#ity Mana&ement.
Mana&ement+l
0erintelor
"#tivitati #are intele& si infl+entea2a #ererile 0lientilor $entr+
(ervi#ii, $re#+m si instalarea 0a$a#itatii $entr+ a satisfa#e
a#este #ereri. La +n nivel (trate&i# Mana&ement+l 0erintelor
$oate im$li#a anali2a )rofil+l "#tivitatii !e "fa#eri9)5" si
)rofilele 1tili2atorilor. La +n nivel Ta#ti# a#esta $oate im$li#a
+tili2area Ta.arii iferentiate $entr+ a in#+ra/a 1tili2atorii sa
foloseas#a (ervi#iile IT in $erioa!e mai $+tin a&lomerate.
Ve2i Mana&ement+l 0a$a#itatilor.
emin& 0y#le (ynonym for )lan o 0'e#4 "#t. 0i#l+ emin& (inonim $entr+ )lanifi#a6-.e#+ta6Verifi#a6"#tionea2a9)0"
e$en!en#y T'e !ire#t or in!ire#t relian#e of one )ro#ess or "#tivity +$on
anot'er.
e$en!enta (+$ort+l !ire#t sa+ in!ire#t al +n+i )ro#es 7sa+ a +nei
"#tivitati8 +n+l !e +n alt+l 7+na !e o alta8
e$loyment 0Ser)ice #ransition2 T'e "#tivity res$onsi*le for movement
of ne3 or #'an&e! 'ar!3are, soft3are, !o#+mentation,
)ro#ess, et# to t'e Live -nvironment. e$loyment is $art of
t'e Release an! e$loyment Mana&ement )ro#ess.
(ee Rollo+t.
istri*+ire 0Ser)ice #ransition2 "#tivitatea res$onsa*ila $entr+ m+tarea
noilor s#'im*ari !e 'ar!3are, soft3are, !o#+mentatiei,
)ro#eselor, et# #atre Me!i+l !e )ro!+#tie. istri*+irea fa#e
$arte !in Mana&ement+l )ro#es+l+i !e Release si istri*+ire.
Ve2i Rollo+t9istri*+ire.
e$re#iation 0Ser)ice Strategy2 " meas+re of t'e re!+#tion in val+e of an
"sset over its life. T'is is *ase! on 3earin& o+t, #ons+m$tion
or ot'er re!+#tion in t'e +sef+l e#onomi# val+e.
"morti2are 0Ser)ice Strategy2 : mas+ra a re!+#erii valorii +n+i 5+n !e6a
l+n&+l vietii sale. "#est l+#r+ se *a2ea2a $e +2+ra, $e
#ons+mare sa+ $e alte re!+#eri in folos+l valorilor e#onomi#e.
esi&n 0Ser)ice (esign2 "n "#tivity or )ro#ess t'at i!entifies
Re,+irements an! t'en !efines a sol+tion t'at is a*le to meet
t'ese Re,+irements.
(ee (ervi#e esi&n.
)roie#tare 0Ser)ice (esign2 : "#tivitate sa+ +n )ro#es #are i!entifi#a
0erintele si a$oi !efineste o sol+tie #are $oate sa intr+neas#a
a#este 0erinte.
Ve2i (ervi#e esi&n.
ete#tion 0Ser)ice 1peration2 " sta&e in t'e In#i!ent Life#y#le.
ete#tion res+lts in t'e In#i!ent *e#omin& 4no3n to t'e
(ervi#e )rovi!er. ete#tion #an *e a+tomati#, or #an *e t'e
res+lt of a 1ser lo&&in& an In#i!ent.
ete#tare 0Ser)ice 1peration2 1n sta!i+ in 0i#l+l+i !e viata al
In#i!ent+l+i. ete#tarea re2+lta in In#i!ent, in moment+l in #are
!evine #+nos#+t %+rni2or+l+i !e (ervi#ii. ete#tarea $oate fi
a+tomata sa+ $oate fi re2+ltat+l inre&istrarii +n+i In#i!ent !in
$artea +n+i 1tili2ator.
evelo$ment 0Ser)ice (esign2 T'e )ro#ess res$onsi*le for #reatin& or
mo!ifyin& an IT (ervi#e or "$$li#ation. "lso +se! to mean t'e
Role or &ro+$ t'at #arries o+t evelo$ment 3or4.
e2voltare 0Ser)ice (esign2 )ro#es+l res$onsa*il #+ #rearea sa+
mo!ifi#area +n+i (ervi#i+ IT sa+ a +nei "$li#atii. -ste !e
asemenea folosit $entr+ a se referi la +n Rol sa+ la +n &r+$
#are in!e$lineste o m+n#a !e e2voltare.
evelo$ment
-nvironment
0Ser)ice (esign2 "n -nvironment +se! to #reate or mo!ify
IT (ervi#es or "$$li#ations. evelo$ment -nvironments are
not ty$i#ally s+*/e#te! to t'e same !e&ree of #ontrol as Test
-nvironments or Live -nvironments.
(ee evelo$ment.
Me!i+ !e
!e2voltare
0Ser)ice (esign2 1n Me!i+ folosit $entr+ a #rea sa+ a
mo!ifi#a (ervi#ii IT sa+ "$li#atii. Ti$i#, Me!iile !e e2voltare
n+ s+nt s+$+se la a#elasi nivel !e #ontrol #a si Me!iile !e
Testare sa+ Me!iile !e )ro!+#tie.
Ve2i e2voltare.
ia&nosis 0Ser)ice 1peration2 " sta&e in t'e In#i!ent an! )ro*lem
Life#y#les. T'e $+r$ose of ia&nosis is to i!entify a
Eor4aro+n! for an In#i!ent or t'e Root 0a+se of a )ro*lem.
ia&no2a 0Ser)ice 1peration2 1n sta&i+ a$ar+t in 0i#l+l !e Viata a +n+i
In#i!ent sa+ intr6o )ro*lema. (#o$+l a#estei ia&no2e este !e
a i!entifi#a o (ol+tie Tem$orara $entr+ +n In#i!ent sa+ 0a+2a
)rin#i$ala a +nei )ro*leme.
ia&nosti#
(#ri$t
0Ser)ice 1peration2 " str+#t+re! set of ,+estions +se! *y
(ervi#e es4 staff to ens+re t'ey as4 t'e #orre#t ,+estions,
an! to 'el$ t'em 0lassify, Resolve an! assi&n In#i!ents.
ia&nosti# (#ri$ts may also *e ma!e availa*le to 1sers to
'el$ t'em !ia&nose an! resolve t'eir o3n In#i!ents.
(#ri$t $entr+
ia&nosti#are
0Ser)ice 1peration2 1n set str+#t+rat !e intre*ari folosit !e
#atre $ersonal+l (ervi#e es4 $entr+ a se asi&+ra #a se $+n
intre*arile #ore#te si $entr+ a6i a/+ta sa 0lasifi#e, Re2olve si sa
alo#e In#i!entele. (#ri$t+l $entr+ !ia&nisti#are $oate !e
asemenea sa fie fa#+t !is$oni*il 1tili2atorilor si $entr+ a6i a/+ta
sa !ete#te2e si sa6si re2olve $ro$riile In#i!ente.
ifferential
0'ar&in&
" te#'ni,+e +se! to s+$$ort eman! Mana&ement *y
#'ar&in& !ifferent amo+nts for t'e same IT (ervi#e %+n#tion
at !ifferent times.
Ta.are
iferentiata
: te'ni#a folosita in s+$ort+l Mana&ement+l 0erintelor ta.an!
!iferite $ret+ri $entr+ a#eleasi %+n#tii ale (ervi#i+l+i IT la
momente !e tim$ !iferite.
ire#t 0ost 0Ser)ice Strategy2 " #ost of $rovi!in& an IT (ervi#e 3'i#'
#an *e allo#ate! in f+ll to a s$e#ifi# 0+stomer, 0ost 0entre,
)ro/e#t et#. %or e.am$le #ost of $rovi!in& non6s'are!
servers or soft3are li#enses.
(ee In!ire#t 0ost.
0ost ire#t 0Ser)ice Strategy2 1n #ost !e f+rni2are a +n+i (ervi#i+ IT
#are $oate fi alo#at #om$let +n+i 0lient s$e#ifi#, +n+i 0entr+
!e 0ost, +n+i )roie#t et#. e e.em$l+, #ost+l o$erarii
serverelor non6s'are! sa+ li#entelor soft3are. Ve2i 0ost+ri
In!ire#te.
ire#tory
(ervi#e
0Ser)ice 1peration2 "n "$$li#ation t'at mana&es
information a*o+t IT Infrastr+#t+re availa*le on a net3or4,
an! #orres$on!in& 1ser a##ess Ri&'ts.
ire#tory
(ervi#es
0Ser)ice 1peration2 : "$li#atie #are &estionea2a informatiile
!es$re Infrastr+#t+ra IT !is$oni*ila intr6o retea si re$t+rile !e
a##ess #ore$+n2atoare fie#ar+i 1tili2ator.
o <ot'in& 0Ser)ice (esign2 " Re#overy :$tion. T'e (ervi#e )rovi!er
formally a&rees 3it' t'e 0+stomer t'at Re#overy of t'is IT
(ervi#e 3ill not *e $erforme!.
:$ti+nea B" n+
fa#e nimi#C
0Ser)ice (esign2 : Varianta !e Re#+$erare a servi#iilor IT.
%+rni2or+l !e (ervi#ii a&rea2a formal #+ 1tili2ator+l #a
Re#+$erea a#est+i (ervi#i+ IT sa n+ fie reali2ata.
o#+ment Information in rea!a*le form. " o#+ment may *e $a$er or
ele#troni#. %or e.am$le a )oli#y statement, (ervi#e Level
"&reement, In#i!ent Re#or!, !ia&ram of #om$+ter room
layo+t.
(ee Re#or!.
o#+ment Informatie $+sa intr6o forma +sor !e #itit. 1n o#+ment $oate fi
in format ti$arit sa+ ele#troni#. 0a si e.em$l+ avem +n
!o#+ment !e )oliti#a, "#or!+l <ivel+l+i (ervi#i+l+i "&reat (L",
Inre&istrare !es$re +n In#i!ent, !ia&rama #amerei serverelor.
Ve2i Inre&istrare.
o3ntime 0Ser)ice (esign2 0Ser)ice 1peration2 T'e time 3'en a
0onfi&+ration Item or IT (ervi#e is not "vaila*le !+rin& its
"&ree! (ervi#e Time. T'e "vaila*ility of an IT (ervi#e is
often #al#+late! from "&ree! (ervi#e Time an! o3ntime.
Tim$ !e
Intrer+$ere
0Ser)ice (esign2 0Ser)ice 1peration2 Tim$+l #an! +n
-lement !e 0onfi&+ratie sa+ +n (ervi#i+ IT n+ este is$oni*il
$e !+rata )erioa!ei a&reate !e %+rni2are a (ervi#i+l+i.
is$oni*ilitatea +n+i (ervi#i+ IT este a!esea #al#+lata !in
)erioa!a "&reata !e f+rni2are a servi#i+l+i si Tim$+l !e
intrer+$ere.
river (omet'in& t'at infl+en#es (trate&y, :*/e#tives or
Re,+irements. %or e.am$le ne3 le&islation or t'e a#tions of
#om$etitors.
0on!+#ator 0eva #are infl+entea2a (trate&ia, :*ie#tivele sa+ 0erintele.
e e.em$l+ o no+a le&islatie sa+ a#ti+nile intre$rinse !e
#om$etitori.
-arly Life
(+$$ort
0Ser)ice #ransition2 (+$$ort $rovi!e! for a ne3 or 0'an&e!
IT (ervi#e for a $erio! of time after it is Release!. +rin&
-arly Life (+$$ort t'e IT (ervi#e )rovi!er may revie3 t'e
@)Is, (ervi#e Levels an! Monitorin& T'res'ol!s, an! $rovi!e
a!!itional Reso+r#es for In#i!ent an! )ro*lem Mana&ement.
(+$ort Initial 7la
$re!area in
o$erational a
servi#i+l+i8
0Ser)ice #ransition2 (+$ort+l asi&+rat $entr+ +n (ervi#i+ IT
no+ sa+ (#'im*at9Mo!ifi#at $entr+ o $erioa!a !e tim$ !+$a #e
a fost Im$lementat. In tim$+l (+$ort+l+i Initial %+rni2or+l !e
(ervi#ii IT $oate sa revi2+ias#a In!i#atori 0'eie !e
)erformanta @)I, <ivelele !e (ervi#i+ si )ra&+rile !e alerta si
sa asi&+re Res+rsele s+$limentare $entr+ Mana&ement+l
In#i!entelor si )ro*lemelor .
-#onomies of
s#ale
0Ser)ice Strategy2 T'e re!+#tion in avera&e 0ost t'at is
$ossi*le from in#reasin& t'e +sa&e of an IT (ervi#e or "sset.
(ee -#onomies of (#o$e.
-#onomie $e
(#ara Lar&a
0Ser)ice Strategy2 Re!+#erea in me!ie a 0ost+l+i, l+#r+
$osi*il !atorita #resterii +tili2arii +n+i (ervi#i+ IT sa+ al +n+i
5+n. Ve2i -#onomie la <ivel+l s#o$+l+i.
-#onomies of
s#o$e
0Ser)ice Strategy2 T'e re!+#tion in 0ost t'at is allo#ate! to
an IT (ervi#e *y +sin& an e.istin& "sset for an a!!itional
$+r$ose. %or e.am$le !eliverin& a ne3 IT (ervi#e from
e.istin& IT Infrastr+#t+re.
(ee -#onomies of (#ale.
-#onomie la
<ivel+l
(#o$+l+i
0Ser)ice Strategy2 Re!+#erea 0ost+rilor alo#ate $entr+ +n
(ervi#i+ IT folosin! +n 5+n e.istent in a#tivitati a!itionale. e
e.em$l+, f+rni2area +n+i no+ (ervi#i+ IT folosin! Infrastr+#t+ra
IT e.istenta.
Ve2i -#onomie la (#ara Lar&a.
-ffe#tiveness 0'ontinual Ser)ice "mpro)ement2 " meas+re of 3'et'er
t'e :*/e#tives of a )ro#ess, (ervi#e or "#tivity 'ave *een
a#'ieve!. "n -ffe#tive )ro#ess or "#tivity is one t'at
a#'ieves its a&ree! :*/e#tives. (ee @)I.
-fe#tivitate 0'ontinual Ser)ice "mpro)ement2 : mas+ra a fa$t+l+i #a
:*ie#tivele +n+i )ro#es, (ervi#i+ sa+ "#tivitate a+ fost atinse.
1n )ro#es sa+ o "#tivitate efe#tiva este a#eea #are isi atin&e
:*ie#tivele a&reate. Ve2i @)I.
-ffi#ien#y 0'ontinual Ser)ice "mpro)ement2 " meas+re of 3'et'er
t'e ri&'t amo+nt of reso+r#es 'ave *een +se! to !eliver a
)ro#ess, (ervi#e or "#tivity. "n -ffi#ient )ro#ess a#'ieves its
:*/e#tives 3it' t'e minim+m amo+nt of time, money, $eo$le
or ot'er reso+r#es. (ee @)I.
-fi#ienta 0'ontinual Ser)ice "mpro)ement2 : mas+ra a fa$t+l+i #a +n
nivel #ore#t !e res+rse a fost folosit $entr+ a livra +n )ro#es,
+n (ervi#i+ sa+ o "#tivitate. 1n $ro#es efi#ient isi atin&e
:*ie#tivele, #+ res+rse minime !e tim$, *ani, oameni sa+ alte
res+rse. Ve2i @)I.
-mer&en#y
0'an&e
0Ser)ice #ransition2 " 0'an&e t'at m+st *e intro!+#e! as
soon as $ossi*le. %or e.am$le to resolve a Ma/or In#i!ent or
im$lement a (e#+rity $at#'. T'e 0'an&e Mana&ement
)ro#ess 3ill normally 'ave a s$e#ifi# )ro#e!+re for 'an!lin&
-mer&en#y 0'an&es.
(ee -mer&en#y 0'an&e "!visory 5oar! 7-0"58.
(#'im*are
1r&enta
0Ser)ice #ransition2 -ste o (#'im*are #are tre*+ie
im$lementata #at mai #+ran! $osi*il. e e.em$l+, folosita
$entr+ a re2olva +n In#i!ent !e "m$loare Ma/ora sa+ $entr+ a
im$lementa +n $at#' !e (e#+ritate. )ro#es+l Mana&ement+l
(#'im*arii va avea in mo! normal o )ro#e!+ra s$e#ifi#a !e
&estionare a s#'im*arilor !e +r&enta. Ve2i 0onsili+l !e
"$ro*are " (#'im*arilor 1r&ente 7-0"58.
-mer&en#y
0'an&e
"!visory
5oar! 7-0"58
0Ser)ice #ransition2 " s+*6set of t'e 0'an&e "!visory 5oar!
3'o ma4e !e#isions a*o+t 'i&' im$a#t -mer&en#y 0'an&es.
Mem*ers'i$ of t'e -0"5 may *e !e#i!e! at t'e time a
meetin& is #alle!, an! !e$en!s on t'e nat+re of t'e
-mer&en#y 0'an&e.
0onsili+l !e
"$ro*are "
(#'im*arilor
1r&ente
7-0"58
0Ser)ice #ransition2 1n set restrans al 0onsili+l+i !e "vi2are
a (#'im*arilor90"5 #are ia !e#i2ii in sit+atii !e (#'im*ari
1r&ente !e mare im$a#t. Mem*rii a#est+i #onsili+ $ot fi alesi in
moment+l intr+nirii, iar #om$onenta !e$in!e !e nat+ra
(#'im*arile 1r&ente.
-nvironment 0Ser)ice #ransition2 " s+*set of t'e IT Infrastr+#t+re t'at is
+se! for a $arti#+lar $+r$ose. %or -.am$le? Live
-nvironment, Test -nvironment, 5+il! -nvironment. It is
$ossi*le for m+lti$le -nvironments to s'are a 0onfi&+ration
Item, for e.am$le Test an! Live -nvironments may +se
!ifferent $artitions on a sin&le mainframe #om$+ter. "lso
+se! in t'e term )'ysi#al -nvironment to mean t'e
a##ommo!ation, air #on!itionin&, $o3er system et#.
-nvironment is also +se! as a &eneri# term to mean t'e
e.ternal #on!itions t'at infl+en#e or affe#t somet'in&.
Me!i+ 7!e
l+#r+8
0Ser)ice #ransition2 1n s+*set al Infrastr+#t+rii IT #are este
folosit intr6+n s#o$ an+me. e e.em$l+? Me!i+l !e )ro!+#tie,
Me!i+l !e Testare, Me!i+l !e "sam*lare. -ste $osi*il #a mai
m+lte me!ii sa im$arta +n -lement !e 0onfi&+rare, !e
e.em$l+ Me!iile !e Testare si Me!i+l !e )ro!+#tie $ot folosi
$artitii !iferite ale +n+i sin&+r #al#+lator mainframe. %olosit !e
asemenea #a si termen in Me!i+ %i2i# #+ inteles+l !e
a#omo!are, aer+l #on!itionat sa+ alimentarea #+ #+rent
ele#tri#. Me!i+l este !e asemenea folosit #a termen &eneri#
$entr+ a !esemna #on!itiile e.terne #are infl+entea2a sa+ a+
im$a#t as+$ra +n+i l+#r+.
-rror 0Ser)ice 1peration2 " !esi&n fla3 or malf+n#tion t'at
#a+ses a %ail+re of one or more 0onfi&+ration Items or IT
(ervi#es. " mista4e ma!e *y a $erson or a fa+lty )ro#ess
t'at im$a#ts a 0I or IT (ervi#e is also an -rror.
-roare 0Ser)ice 1peration2 1n !efe#t !e $roie#tare sa+ o &reseala
!e f+n#tionare #are #a+2ea2a o efe#ti+ne a +n+ia sa+ a mai
m+ltor -lemente !e 0onfi&+rare sa+ a (ervi#iilor IT. :
&reseala #omisa !e #atre o $ersoana sa+ +n )ro#es !efe#t+os
#are afe#tea2a -lemente !e 0onfi&+rare sa+ (ervi#i+ IT
re$re2inta !e asemenea o eroare.
-s#alation 0Ser)ice 1peration2 "n "#tivity t'at o*tains a!!itional
Reso+r#es 3'en t'ese are nee!e! to meet (ervi#e Level
Tar&ets or 0+stomer e.$e#tations. -s#alation may *e
nee!e! 3it'in any IT (ervi#e Mana&ement )ro#ess, *+t is
most #ommonly asso#iate! 3it' In#i!ent Mana&ement,
)ro*lem Mana&ement an! t'e mana&ement of 0+stomer
#om$laints. T'ere are t3o ty$es of -s#alation, %+n#tional
-s#alation an! ;ierar#'i# -s#alation.
-s#alare 0Ser)ice 1peration2 : "#tivitate #are o*tine Res+rse
a!itionale #an! a#estea s+nt ne#esare $entr+ a in!e$lini
<orma <ivel+l+i !e (ervi#ii sa+ ale aste$tarilor 0lient+l+i.
-s#alarea $oate fi ne#esara in interior+l ori#ar+i )ro#es !e
Mana&ement al (ervi#iilor IT, !ar este a!esea aso#iata #+
Mana&ement+l In#i!entelor si al )ro*lemelor $re#+m si #+
&estionarea re#lamatiilor 0lient+l+i. -.ista !o+a ti$+ri !e
es#alari? -s#alarea %+n#tionala si -s#alarea Ierar'i#a.
e(o+r#in&
0a$a*ility
Mo!el for
0lient
:r&ani2ations
7e(0M60L8
0Ser)ice Strategy2 " frame3or4 to 'el$ :r&anisations &+i!e
t'eir analysis an! !e#isions on (ervi#e (o+r#in& Mo!els an!
(trate&ies. e(0M60L 3as !evelo$e! *y 0arne&ie Mellon
1niversity.
(ee e(0M6().
Mo!el+l !e
0a$a*ilitate a
e(o+r#in&
$entr+
:r&ani2atii
0lient 7e(0M6
0L8
0Ser)ice Strategy2 1n frame3or49#a!r+ !e l+#r+ #are a/+ta
:r&ani2atiile sa6si &'i!e2e anali2ele si !e#i2iile $e Mo!ele si
(trate&ii ale (ervi#e (o+r#in&6+l+i. e(0M60L a fost !e2voltat
!e #atre 1niversitatea 0arne&ie Mellon.
Ve2i e(0M6().
e(o+r#in&
0a$a*ility
Mo!el for
(ervi#e
)rovi!ers
7e(0M6()8
0Ser)ice Strategy2 " frame3or4 to 'el$ IT (ervi#e )rovi!ers
!evelo$ t'eir IT (ervi#e Mana&ement 0a$a*ilities from a
(ervi#e (o+r#in& $ers$e#tive. e(0M6() 3as !evelo$e! *y
0arne&ie Mellon 1niversity.
(ee e(0M60L.
Mo!el+l !e
0a$a*ilitate
e(o+r#in&6+l
$entr+
%+rni2orii !e
(ervi#ii 7e(0M6
()8
0Ser)ice Strategy2 1n frame3or49#a!r+ !e l+#r+ #are a/+ta
%+rni2orii !e (ervi#e IT sa6si !e2volte 0a$a*ilitati !e
Mana&ement al (ervi#iilor IT !in $ers$e#tiva (ervi#e (o+r#in&.
e(0M6() a fost !e2voltat !e #atre 1niversitatea 0arne&ie
Mellon.
Ve2i e(0M60L.
-stimation T'e +se of e.$erien#e to $rovi!e an a$$ro.imate val+e for a
Metri# or 0ost. -stimation is also +se! in 0a$a#ity an!
"vaila*ility Mana&ement as t'e #'ea$est an! least a##+rate
Mo!ellin& met'o!.
-stimare %olosirea e.$erientei $entr+ a f+rni2a o valoare a$ro.imativa
$entr+ o Metri#a sa+ 0ost. -stimarea este !e asemenea
folosita in Mana&ement+l 0a$a#itatilor si Mana&ement+l
is$oni*ilitatilor, #a si #ea mai ieftina si #ea mai $+tin $re#isa
meto!a !e Mo!elare.
-val+ation 0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for assessin&
a ne3 or 0'an&e! IT (ervi#e to ens+re t'at Ris4s 'ave *een
mana&e! an! to 'el$ !etermine 3'et'er to $ro#ee! 3it' t'e
0'an&e.
-val+ation is also +se! to mean #om$arin& an a#t+al
:+t#ome 3it' t'e inten!e! :+t#ome, or #om$arin& one
alternative 3it' anot'er.
-val+are 0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+ anali2area
+n+i (ervi#i+ IT (#'im*at sa+ #om$let no+, $entr+ a se
asi&+ra !e fa$t+l #a Ris#+rile s+nt &estionate si $entr+ a l+a o
!e#i2ie le&ata !e im$lementarea (#'im*arii. -val+area este
!e asemenea folosita $entr+ a !esemna #om$ararea +n+i
Re2+ltat a#t+al #+ #el !orit sa+ #om$ararea +nei alternative #+
alta.
-vent 0Ser)ice 1peration2 " #'an&e of state 3'i#' 'as
si&nifi#an#e for t'e mana&ement of a 0onfi&+ration Item or IT
(ervi#e.
T'e term -vent is also +se! to mean an "lert or notifi#ation
#reate! *y any IT (ervi#e, 0onfi&+ration Item or Monitorin&
tool. -vents ty$i#ally re,+ire IT :$erations $ersonnel to ta4e
a#tions, an! often lea! to In#i!ents *ein& lo&&e!.
-veniment 0Ser)ice 1peration2 : s#'im*are a starii #e are im$ortanta
$entr+ mana&ement+l +n+i -lement !e 0onfi&+rare sa+ al +n+i
(ervi#i+ IT.
Termen+l !e -veniment este !e asemenea folosit in a
!esemna o "lerta sa+ o notifi#are #reata !e ori#e (ervi#i+ IT,
-lement !e 0onfi&+rare sa+ instr+ment !e Monitori2are.
-venimentele #er in mo! ti$i# $ersonal+l+i :$erati+ni IT sa
intre$rin!a a#ti+ni si a!esea #on!+# la inre&istrare !e
In#i!ente.
-vent
Mana&ement
0Ser)ice 1peration2 T'e )ro#ess res$onsi*le for mana&in&
-vents t'ro+&'o+t t'eir Life#y#le. -vent Mana&ement is one
of t'e main "#tivities of IT :$erations.
Mana&ement+l
-venimentelor
0Ser)ice 1peration2 )ro#es+l #e este res$onsa*il #+
mana&ement+l evenimentelor !e6a l+n&+l 0i#l+l+i !e Viata.
Mana&ement+l -venimentelor este +na !in "#tivitatile
$rin#i$ale ale :$erati+nilor IT.
-.#e$tion
Re$ort
" o#+ment #ontainin& !etails of one or more @)Is or ot'er
im$ortant tar&ets t'at 'ave e.#ee!e! !efine! T'res'ol!s.
-.am$les in#l+!e (L" tar&ets *ein& misse! or a*o+t to *e
misse!, an! a )erforman#e Metri# in!i#atin& a $otential
0a$a#ity $ro*lem.
Ra$ort !e
-.#e$tii
-ste +n o#+ment #are #ontine !etalii a +n+ia sa+ a mai
m+ltor @)I sa+ al altor tinte im$ortante #are a+ !e$asit )ra&+l
!e "lerta. -.em$lele in#l+! $arametrii (L" #a fiin! !e$asiti
sa+ $e #ale sa fie !e$asiti, si Metri#ele !e )erformanta
in!i#an! o $otentiala $ro*lema !e 0a$a#itate.
-.$an!e!
In#i!ent
Life#y#le
0A)ailability &anagement2 etaile! sta&es in t'e Life#y#le
of an In#i!ent. T'e sta&es are ete#tion, ia&nosis, Re$air,
Re#overy, Restoration. T'e -.$an!e! In#i!ent Life#y#le is
+se! to 'el$ +n!erstan! all #ontri*+tions to t'e Im$a#t of
In#i!ents an! to )lan 'o3 t'ese #o+l! *e #ontrolle! or
re!+#e!.
-.$an!area
0i#l+l+i !e
Viata a +n+i
In#i!ent
0A)ailability &anagement2 (ta&ii !etaliate !in 0i#l+l !e Viata
al In#i!ent+l+i. (ta&iile s+nt? ete#tarea, ia&no2a, Re$ararea,
Re#+$erarea, Resta+rarea. -.$an!area 0i#l+l+i !e Viata a
+n+i In#i!ent se foloseste $entr+ a a/+ta la intele&erea t+t+ror
#ontri*+tiilor Im$a#t+l+i as+$ra In#i!entelor si la )lanifi#area a
#+m a#este in#i!ente ar $+tea fi re!+se sa+ #ontrolate.
-.ternal
0+stomer
" 0+stomer 3'o 3or4s for a !ifferent 5+siness to t'e IT
(ervi#e )rovi!er.
(ee -.ternal (ervi#e )rovi!er, Internal 0+stomer.
0lient -.tern 1n 0lient #are l+#rea2a $entr+ o alta "fa#ere95+siness !iferita
!e %+rni2or+l+i !e (ervi#i+ IT. Ve2i %+rni2or+l !e (ervi#ii
-.terne, 0lient+l Intern.
-.ternal
Metri#
" Metri# t'at is +se! to meas+re t'e !elivery of IT (ervi#e to
a 0+stomer. -.ternal Metri#s are +s+ally !efine! in (L"s an!
re$orte! to 0+stomers.
(ee Internal Metri#.
Metri#a -.terna : Metri#a #are este folosita $entr+ a mas+ra livrarea
(ervi#i+l+i IT #atre +n 0lient. Metri#a -.terna este !efinita !e
o*i#ei in #a!r+l (L" si ra$ortata #atre 0lienti.
Ve2i Internal Metri#.
-.ternal
(ervi#e
)rovi!er
0Ser)ice Strategy2 "n IT (ervi#e )rovi!er 3'i#' is $art of a
!ifferent :r&anisation to t'eir 0+stomer. "n IT (ervi#e
)rovi!er may 'ave *ot' Internal 0+stomers an! -.ternal
0+stomers.
(ee Ty$e III (ervi#e )rovi!er.
%+rni2or !e
(ervi#ii -.tern
0Ser)ice Strategy2 1n %+rni2or !e (ervi#ii IT #are fa#e $arte
!intr6o :r&ani2atie !iferita !e a 0lient+l+i lor. 1n %+rni2or !e
(ervi#ii IT $oate avea atat 0lienti Interni #at si 0lienti -.terni.
Ve2i Ty$e III (ervi#e )rovi!er.
-.ternal
(o+r#in&
(ynonym for :+tso+r#in&. -.ternali2are (inonim $entr+ :+tso+r#in&.
%a#ilities
Mana&ement
0Ser)ice 1peration2 T'e %+n#tion res$onsi*le for mana&in&
t'e $'ysi#al -nvironment 3'ere t'e IT Infrastr+#t+re is
lo#ate!. %a#ilities Mana&ement in#l+!es all as$e#ts of
mana&in& t'e $'ysi#al -nvironment, for e.am$le $o3er an!
#oolin&, *+il!in& "##ess Mana&ement, an! environmental
Monitorin&.
Mana&ement+l
%a#ilitatilor
0Ser)ice 1peration2 %+n#tia res$onsa*ila $entr+
mana&ement+l Me!i+l+i fi2i# +n!e este lo#ali2ata Infrastr+#t+ra
IT. Mana&ement+l fa#ilitatilor in#l+!e toate as$e#tele !e
#on!+#ere ale Me!i+l+i fi2i#, #+m ar fi ener&ia ele#tri#a, aer+l
#on!itionat, im$lementarea Mana&ement+l+i "##es+l+i si
Monitori2arii me!i+l+i.
%ail+re 0Ser)ice 1peration2 Loss of a*ility to :$erate to
($e#ifi#ation, or to !eliver t'e re,+ire! o+t$+t. T'e term
%ail+re may *e +se! 3'en referrin& to IT (ervi#es,
)ro#esses, "#tivities, 0onfi&+ration Items et#. " %ail+re often
#a+ses an In#i!ent.
efe#ti+ne 0Ser)ice 1peration2 )ier!erea a*ilitatii !e :$erare la nivel+l
+nei ($e#ifi#atii sa+ !e a livra $ro!+s+l #er+t. Termen+l !e
efe#ti+ne se foloseste at+n#i #an! ne referim la (ervi#iile,
)ro#esele, "#tivitatile si -lementele !e 0onfi&+rare et#.
"!esea efe#ti+nea $ro!+#e +n In#i!ent.
%ail+re Mo!es
an! -ffe#ts
"nalysis
7%M-"8
"n a$$roa#' to assessin& t'e $otential Im$a#t of %ail+res.
%M-" involves analysin& 3'at 3o+l! 'a$$en after %ail+re of
ea#' 0onfi&+ration Item, all t'e 3ay +$ to t'e effe#t on t'e
5+siness. %M-" is often +se! in Information (e#+rity
Mana&ement an! in IT (ervi#e 0ontin+ity )lannin&.
Mo!+ri !e
efe#tare si
"nali2a
-fe#telor
7%M-"8
: meto!a !e eval+are a Im$a#t+l+i $otential al efe#t+l+i.
%M-" im$li#a anali2a a #eea #e s6ar intam$la !+$a efe#tarea
fie#ar+i -lement !e 0onfi&+rare, $ro&resiv in s+s, $ana la
nivel+l efe#t+l as+$ra "fa#erii. %M-" este a!esea folosita in
Mana&ement+l (e#+ritatii Informatiei si in )lanifi#area
0ontin+itatii (ervi#iilor IT.
%ast Re#overy 0Ser)ice (esign2 " Re#overy :$tion 3'i#' is also 4no3n as
;ot (tan!*y. )rovision is ma!e to Re#over t'e IT (ervi#e in
a s'ort $erio! of time, ty$i#ally less t'an 24 'o+rs. %ast
Re#overy ty$i#ally +ses a !e!i#ate! %i.e! %a#ility 3it'
#om$+ter (ystems, an! soft3are #onfi&+re! rea!y to r+n t'e
IT (ervi#es. Imme!iate Re#overy may ta4e +$ to 24 'o+rs if
t'ere is a nee! to Restore !ata from 5a#4+$s.
:$ti+nea !e
BRe#+$erarea
Ra$i!aC
0Ser)ice (esign2 :$ti+ne !e Re#+$erare, #+nos#+ta si #a
B;ot (tan!*yC. :$ti+nea $res+$+ne #a Re#+$erarea
(ervi#i+l+i IT se fa#e intr6o $erioa!a s#+rta !e tim$, !e o*i#ei
in mai $+tin !e 24 !e ore. Re#+$erarea Ra$i!a foloseste !e
o*i#ei %a#ilitati %i.e #+ (isteme90om$+tere si soft3are &ata
#onfi&+rat sa r+le2e (ervi#iile IT. Resta*ilirea ime!iata $oate
!+ra $ana la 24 !e ore !a#a este ne#esara Resta+rarea
!atelor !in 5a#4+$.
%a+lt (ynonym for -rror. efe#t (inonim #+ -roare.
%a+lt
Toleran#e
0Ser)ice (esign2 T'e a*ility of an IT (ervi#e or
0onfi&+ration Item to #ontin+e to :$erate #orre#tly after
%ail+re of a 0om$onent $art.
(ee Resilien#e, 0o+ntermeas+re.
Toleranta la
efe#te
0Ser)ice (esign2 "*ilitatea +n+i (ervi#i+ IT sa+ a +n+i
-lement !e 0onfi&+rare !e a #ontin+a sa :$ere2e #ore#t #'iar
si !+$a efe#ti+nea +nei $arti 0om$onente.
Ve2i Re2istenta 7la intrer+$ere8, 0ontramas+ra.
%a+lt Tree
"nalysis 7%T"8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "
te#'ni,+e t'at #an *e +se! to !etermine t'e #'ain of -vents
t'at lea!s to a )ro*lem. %a+lt Tree "nalysis re$resents a
#'ain of -vents +sin& 5oolean notation in a !ia&ram.
"nali2a %a+lt
Tree 7%T"8
7"nali2a
B"r*orele
efe#telorC8
0Ser)iciu (esign2 0'ontinual Ser)ice "mpro)ement2 -ste o
te'ni#a #are $oate fi folosita $entr+ a !etermina lant+l !e
-venimente #are a+ #on!+s la a$aritia +nei )ro*leme. "nali2a
%a+lt Tree re$re2inta +n lant !e -venimente +tili2an! o notare
5ooleana intr6o !ia&rama.
%inan#ial
Mana&ement
0Ser)ice Strategy2 T'e %+n#tion an! )ro#esses res$onsi*le
for mana&in& an IT (ervi#e )rovi!er=s 5+!&etin&, "##o+ntin&
an! 0'ar&in& Re,+irements.
Mana&ement+l
%inan#iar 7!e
IT8
0Ser)ice Strategy2 %+n#tia si )ro#esele res$onsa*ile #+
a!ministrarea 5+&et+l+i, a 0onta*ilitatii si Ta.area 0erintelor
ale %+rni2or+l+i !e (ervi#ii IT.
%irst6line
(+$$ort
0Ser)ice 1peration2 T'e first level in a 'ierar#'y of (+$$ort
Gro+$s involve! in t'e resol+tion of In#i!ents. -a#' level
#ontains more s$e#ialist s4ills, or 'as more time or ot'er
Reso+r#es.
(ee -s#alation.
)rim+l <ivel !e
(+$ort
0Ser)ice 1peration2 )rim+l nivel !in ierar'ia Gr+$+l+i !e
(+$ort im$li#at in re2olvarea In#i!entelor. %ie#are nivel #ontine
a*ilitati mai s$e#iali2ate sa+ are mai m+lt tim$ sa+ alte
Res+rse.
Ve2i -s#ala!are.
%is'*one
ia&ram
(ynonym for Is'i4a3a ia&ram. ia&rame
0a+2a6
-fe#t9%is'*one
(inonim #+ ia&rama Is'i4a3a.
%it for )+r$ose "n informal term +se! to !es#ri*e a )ro#ess, 0onfi&+ration
Item, IT (ervi#e et#. t'at is #a$a*le of meetin& its :*/e#tives
or (ervi#e Levels. 5ein& %it for )+r$ose re,+ires s+ita*le
esi&n, im$lementation, 0ontrol an! maintenan#e.
)otrivit $entr+
(#o$
Termen informal folosit $entr+ a !es#rie +n )ro#es, +n -lement
!e 0onfi&+rare, +n (ervi#i+ IT et#. #are este #a$a*il sa
in!e$lineas#a :*ie#tivele sa+ <ivelele (ervi#i+l+i. " fi )otrivit
$entr+ (#o$ $res+$+ne +n esi&n $otrivit, im$lementare,
0ontrol si mentenanta.
%i.e! 0ost 0Ser)ice Strategy2 " 0ost t'at !oes not vary 3it' IT (ervi#e
+sa&e. %or e.am$le t'e #ost of (erver 'ar!3are.
(ee Varia*le 0ost.
0ost %i. 0Ser)ice Strategy2 1n 0ost #are n+ #reste o!ata #+ folosirea
(ervi#i+l+i IT. e e.em$l+, #ost+l ar'ite#t+rii 'ar!3are a
(erver6+l+i.
Ve2i 0ost+ri Varia*ile.
%i.e! %a#ility 0Ser)ice (esign2 " $ermanent *+il!in&, availa*le for +se
3'en nee!e! *y an IT (ervi#e 0ontin+ity )lan.
(ee Re#overy :$tion, )orta*le %a#ility.
%a#ilitate %i.a
7#la!ire9#onstr+
#tie fi.a8
0Ser)ice (esign2 : #onstr+#tie $ermanenta, !is$oni*ila
$entr+ folosire, at+n#i #an! este ne#esar, intr.6+n )lan !e
0ontin+itate a (ervi#iilor IT. Ve2i :$ti+ne !e Re#+$erare,
%a#ilitate Mo*ila.
%ollo3 t'e
(+n
0Ser)ice 1peration2 " met'o!olo&y for +sin& (ervi#e es4s
an! (+$$ort Gro+$s aro+n! t'e 3orl! to $rovi!e seamless
24 J K (ervi#e. 0alls, In#i!ents, )ro*lems an! (ervi#e
Re,+ests are $asse! *et3een &ro+$s in !ifferent time 2ones.
%ollo3 t'e (+n
7B1rmareste
soareleC 6
o$ti+ne !e
(ervi#e es48
0Ser)ice 1peration2 : meto!a $entr+ folosirea (ervi#e es46
+rilor si a Gr+$+rilor (+$ort, !in intrea&a l+me, $entr+
f+rni2area !e (ervi#ii 249K. "$el+rile, In#i!entele, )ro*lemele
si (oli#itarile $entr+ (ervi#ii s+nt transferate intre &r+$+ri #e
l+#rea2a $e f+s orar !iferit.
%+lfilment )erformin& "#tivities to meet a nee! or Re,+irement. %or
e.am$le *y $rovi!in& a ne3 IT (ervi#e, or meetin& a (ervi#e
Re,+est.
In!e$linire9(ati
sfa#ere
-.e#+tarea "#tivitatilor $entr+ a satisfa#e o ne#esitate sa+ o
0erinta. e e.em$l+, $rin f+rni2area +n+i no+ (ervi#i+ IT sa+
satisfa#erea 0ererilor !e (ervi#ii.
%+n#tion " team or &ro+$ of $eo$le an! t'e tools t'ey +se to #arry o+t
one or more )ro#esses or "#tivities. %or e.am$le t'e (ervi#e
es4.
T'e term %+n#tion also 'as t3o ot'er meanin&s
1 A "n inten!e! $+r$ose of a 0onfi&+ration Item,
)erson, Team, )ro#ess, or IT (ervi#e. %or e.am$le one
%+n#tion of an -mail (ervi#e may *e to store an! for3ar!
o+t&oin& mails, one %+n#tion of a 5+siness )ro#ess may *e
to !is$at#' &oo!s to 0+stomers.
2 A To $erform t'e inten!e! $+r$ose #orre#tly, IT'e
#om$+ter is %+n#tionin&I
%+n#tie : e#'i$a sa+ +n &r+$ !e oameni si instr+mentele folosite !e ei
$entr+ a !esfas+ra +n+l sa+ mai m+lte )ro#ese sa+ "#tivitati.
e e.em$l+ (ervi#e es4.
Termen+l !e %+n#tie mai are si alte !o+a inteles+ri?
(#o$+l intentionat al +n+i -lement !e 0onfi&+rare,
)ersoana, -#'i$a, )ro#es sa+ (ervi#i+ IT. e e.em$l+ o
%+n#tie a +n+i (ervi#i+ !e -mail $oate fi a#eea !e a sto#a
si !e a trimite mai !e$arte mail6+ri, o f+n#tie a )ro#es+l+i
!e "fa#erii $oate fi !e a e.$e!ia *+n+ri #atre 0lienti.
In!e$linirea #ore#ta a s#o$+l+i intentionat, B0al#+lator+l
%+n#tionea2aC.
%+n#tional
-s#alation
0Ser)ice 1peration2 Transferrin& an In#i!ent, )ro*lem or
0'an&e to a te#'ni#al team 3it' a 'i&'er level of e.$ertise to
assist in an -s#alation.
-s#alarea
%+n#tionala
0Ser)ice 1peration2 Transfer+l +n+i In#i!ent, a +nei )ro*leme
sa+ al +nei (#'im*ari #atre o e#'i$a te'ni#a #+ +n nivel mai
inalt !e e.$erti2a $entr+ a asista intr6o -s#alare.
Ga$ "nalysis 0'ontinual Ser)ice "mpro)ement2 "n "#tivity 3'i#'
#om$ares t3o sets of !ata an! i!entifies t'e !ifferen#es. Ga$
"nalysis is #ommonly +se! to #om$are a set of
Re,+irements 3it' a#t+al !elivery.
(ee 5en#'mar4in&.
"nali2a
Ga$9"nali2a
!iferentelor
0'ontinual Ser)ice "mpro)ement2 : "#tivitate #are #om$ara
!o+a set+ri !e !ate si i!entifi#a !iferentele. "nali2a Ga$ este
fre#vent folosita $entr+ a #om$ara +n set !e 0erinte #+ livrarea
a#t+ala.
Ve2i 5en#'mar4in&.
Governan#e -ns+rin& t'at )oli#ies an! (trate&y are a#t+ally im$lemente!,
an! t'at re,+ire! )ro#esses are #orre#tly follo3e!.
Governan#e in#l+!es !efinin& Roles an! res$onsi*ilities,
meas+rin& an! re$ortin&, an! ta4in& a#tions to resolve any
iss+es i!entifie!.
G+vernanta "si&+rarea #a )oliti#ile si (trate&iile s+nt im$lementate in
realitate si #a )ro#esele !o#+mentate s+nt +rmate in mo!
#ore#t. G+vernarea in#l+!e !efinirea Rol+rilor si a
res$onsa*ilitatilor, mas+rarea si ra$ortarea si intre$rin!erea
a#ti+nilor $entr+ a re2olva ori#e $ro*lema i!entifi#ata.
Gra!+al
Re#overy
0Ser)ice (esign2 " Re#overy :$tion 3'i#' is also 4no3n as
0ol! (tan!*y. )rovision is ma!e to Re#over t'e IT (ervi#e in
a $erio! of time &reater t'an K2 'o+rs. Gra!+al Re#overy
ty$i#ally +ses a )orta*le or %i.e! %a#ility t'at 'as
environmental s+$$ort an! net3or4 #a*lin&, *+t no #om$+ter
(ystems. T'e 'ar!3are an! soft3are are installe! as $art of
t'e IT (ervi#e 0ontin+ity )lan.
:$ti+nea
BRe#+$erare
)ro&resivaC
0Ser)ice (esign2 : :$ti+ne !e Re#+$erare #+nos#+ta si s+*
!en+mirea !e B0ol! (tan!*yC. "#easta $res+$+ne a Re#+$era
(ervi#i+l IT intr6o $erioa!a !e tim$ mai mare !e K2 !e ore.
Re#+$erarea )ro&resiva foloseste !e o*i#ei o %a#ilitate %i.a
sa+ Mo*ila #are are infrastr+#t+ra si retea, !ar ni#i +n (istem
0entral90al#+lator. ;ar!3are6+l si soft3are6+l s+nt instalate #a
$arte a )lan+l+i !e 0ontin+itate a (ervi#iilor IT.
G+i!eline " o#+ment !es#ri*in& 5est )ra#ti#e, t'at re#ommen!s 3'at
s'o+l! *e !one. 0om$lian#e to a &+i!eline is not normally
enfor#e!.
(ee (tan!ar!.
In!r+mar9G'i! 1n o#+ment #are !es#rie #ele mai 5+ne )ra#ti#i #are
re#oman!a #e ar tre*+i fa#+t. 0onformitatea #+ +n In!r+mar
n+ este in mo! normal im$+sa.
Ve2i (tan!ar!.
;el$ es4 0Ser)ice 1peration2 " $oint of #onta#t for 1sers to lo&
In#i!ents. " ;el$ es4 is +s+ally more te#'ni#ally fo#+sse!
t'an a (ervi#e es4 an! !oes not $rovi!e a (in&le )oint of
0onta#t for all intera#tion. T'e term ;el$ es4 is often +se!
as a synonym for (ervi#e es4.
;el$!es4 0Ser)ice 1peration2 1n $+n#t !e #onta#t $entr+ 1tili2atori
$entr+ a inre&istra In#i!entele. 1n ;el$ es4 este !e o*i#ei
a.at mai m+lt $e $artea te'ni#a !e#at +n (ervi#e es4 si n+
asi&+ra +n (in&+r )+n#t !e 0onta#t $entr+ toate intera#ti+nile.
Termen+l !e ;el$ es4 este a!esea folosit #a si sinonim #+
(ervi#e es4.
;ierar#'i#
-s#alation
0Ser)ice 1peration2 Informin& or involvin& more senior
levels of mana&ement to assist in an -s#alation.
-s#alare
Ierar'i#a
0Ser)ice 1peration2 Informea2a sa+ im$li#a mai m+lte nivele
s+$erioare !e #on!+#ere $entr+ a asista intr6o -s#alare.
;i&'
"vaila*ility
0Ser)ice (esign2 "n a$$roa#' or esi&n t'at minimises or
'i!es t'e effe#ts of 0onfi&+ration Item %ail+re on t'e 1sers of
an IT (ervi#e. ;i&' "vaila*ility sol+tions are esi&ne! to
a#'ieve an a&ree! level of "vaila*ility an! ma4e +se of
te#'ni,+es s+#' as %a+lt Toleran#e, Resilien#e an! fast
Re#overy to re!+#e t'e n+m*er of In#i!ents, an! t'e Im$a#t
of In#i!ents.
is$oni*ilitate
Ri!i#ata
0Ser)ice (esign2 : a*or!are sa+ +n esi&n #are
minimali2ea2a sa+ as#+n!e efe#tele !e !efe#tare ale
-lementelor !e 0onfi&+rare ale +tili2atorilor +n+i (ervi#e IT.
(ol+tiile !e is$oni*ilitate ri!i#ata s+nt )roie#tate in asa fel
in#at sa atin&a +n nivel !e is$oni*ilitate a&reat si foloses#
te'ni#i $re#+m Toleranta la efe#te, Re2istenta 7la intrer+$ere8
si Re#+$erare Ra$i!a $entr+ a re!+#e n+mar+l si Im$a#t+l
In#i!entelor.
;ot (tan!*y (ynonym for %ast Re#overy or Imme!iate Re#overy. ;ot (tan!*y (inonim #+ Re#+$erarea Ra$i!a sa+ Re#+$erarea Ime!iata.
I!entity 0Ser)ice 1peration2 " +ni,+e name t'at is +se! to i!entify a
1ser, $erson or Role. T'e I!entity is +se! to &rant Ri&'ts to
t'at 1ser, $erson, or Role. -.am$le i!entities mi&'t *e t'e
+sername (mit'D or t'e Role I0'an&e mana&erI.
I!entitate 0Ser)ice 1peration2 1n n+me +ni# #are este folosit $entr+ a
i!entifi#a +n 1tili2ator, o $ersoana sa+ +n Rol. I!entitatea este
folosita $entr+ a a#or!a re$t+ri a#el+i 1tili2ator, $ersoana
sa+ Rol. 1n e.em$l+ !e i!entitati $ot fi n+mele +tili2ator+l+i
(mit'D sa+ Rol+l !e BMana&er al (#'im*ariC.
Imme!iate
Re#overy
;ot (tan!*y. )rovision is ma!e to Re#over t'e IT (ervi#e
3it' no loss of (ervi#e. Imme!iate Re#overy ty$i#ally +ses
mirrorin&, loa! *alan#in& an! s$lit site te#'nolo&ies.
:$ti+ne !e
BRe#+$erare
Ime!iataC
0Ser)ice (esign2 :$ti+ne !e Re#+$erare #are mai este
#+nos#+ta si #a B;ot (tan!*yC. "#easta resta+rare este fa#+ta
sa Re#+$ere2e (ervi#i+l IT fara alte $ier!eri ale +n+i alt
(ervi#i+. Re#+$erarea Ime!iata foloseste !e o*i#ei mirrorin&,
loa! *alan#in& 7in#ar#area e#'ili*rata8 si im$artirea
o$erati+nilor intre lo#atii.
Im$a#t 0Ser)ice 1peration2 0Ser)ice #ransition2 " meas+re of t'e
effe#t of an In#i!ent, )ro*lem or 0'an&e on 5+siness
)ro#esses. Im$a#t is often *ase! on 'o3 (ervi#e Levels 3ill
*e affe#te!. Im$a#t an! 1r&en#y are +se! to assi&n )riority.
Im$a#t 0Ser)ice 1peration2 0Ser)ice #ransition2 : mas+ra a
efe#t+l+i +n+i In#i!ent, +nei )ro*leme sa+ (#'im*area
)ro#eselor "fa#erii. Im$a#t+l se *a2ea2a a!esea $e efe#t+l
as+$ra <ivelelor !e (ervi#ii. Im$a#t+l si 1r&enta s+nt folosite
$entr+ alo#area )rioritatii.
In#i!ent 0Ser)ice 1peration2 "n +n$lanne! interr+$tion to an IT
(ervi#e or a re!+#tion in t'e L+ality of an IT (ervi#e. %ail+re
of a 0onfi&+ration Item t'at 'as not yet im$a#te! (ervi#e is
also an In#i!ent. %or e.am$le %ail+re of one !is4 from a
mirror set.
In#i!ent 0Ser)ice 1peration2 : intrer+$ere ne$lanifi#ata sa+ o
re!+#ere a 0alitatii a +n+i (ervi#i+ IT. efe#tarea +n+i -lement
!e 0onfi&+rare #are n+ a afe#tat in#a +n (ervi#i+ re$re2inta !e
asemenea +n In#i!ent. e e.em$l+, efe#tarea +n+i !is#
!intr6+n set !e !is#+ri #onfi&+rate in mirror9o&lin!a.
In#i!ent
Mana&ement
t'e Life#y#le of all In#i!ents. T'e $rimary :*/e#tive of
In#i!ent Mana&ement is to ret+rn t'e IT (ervi#e to 1sers as
,+i#4ly as $ossi*le.
Mana&ement+l
In#i!entelor
0Ser)ice 1peration2 )ro#es+l res$onsa*il $entr+ &estionarea
0i#l+l+i !e Viata al t+t+ror In#i!entelor. :*ie#tiv+l $rin#i$al al
Mana&ement+l+i In#i!entelor este a#ela !e a resta+ra (ervi#i+l
IT #atre 1tili2atori #at mai ra$i! $osi*il.
In#i!ent
Re#or!
0Ser)ice 1peration2 " Re#or! #ontainin& t'e !etails of an
In#i!ent. -a#' In#i!ent re#or! !o#+ments t'e Life#y#le of a
sin&le In#i!ent.
Inre&istrare
!es$re +n
In#i!ent
0Ser)ice 1peration2 : Inre&istrare #are #ontine !etaliile +n+i
In#i!ent. %ie#are inre&istrare a +n+i In#i!ent !o#+mentea2a
0i#l+ !e Viata ale +n+i sin&+r In#i!ent.
In!ire#t 0ost 0Ser)ice Strategy2 " 0ost of $rovi!in& an IT (ervi#e 3'i#'
#annot *e allo#ate! in f+ll to a s$e#ifi# 0+stomer. %or
e.am$le 0ost of $rovi!in& s'are! (ervers or soft3are
li#enses. "lso 4no3n as :ver'ea!.
(ee ire#t 0ost.
0ost In!ire#t 0Ser)ice Strategy2 1n 0ost !e f+rni2are al +n+i (ervi#i+ IT
#are n+ $oate fi alo#at in totalitate +n+i 0lient s$e#ifi#. e
e.em$l+, 0ost+l !e f+rni2are al (erverelor folosite !e mai m+lti
#lienti 7s'are!8 sa+ al li#entelor soft3are. (imilar #+ :ver'ea!.
Ve2i 0ost ire#t.
Information
(e#+rity
Mana&ement
7I(M8
0Ser)ice (esign2 T'e )ro#ess t'at ens+res t'e
0onfi!entiality, Inte&rity an! "vaila*ility of an :r&anisation=s
"ssets, information, !ata an! IT (ervi#es. Information
(e#+rity Mana&ement +s+ally forms $art of an :r&anisational
a$$roa#' to (e#+rity Mana&ement 3'i#' 'as a 3i!er s#o$e
t'an t'e IT (ervi#e )rovi!er, an! in#l+!es 'an!lin& of $a$er,
*+il!in& a##ess, $'one #alls et#., for t'e entire :r&anisation.
Mana&ement+l
(e#+ritatii
Informatiei
7I(M8
0Ser)ice (esign2 )ro#es+l #are asi&+ra 0onfi!entialitatea,
Inte&ritatea si is$oni*ilitatea 5+n+rilor, informatiilor, !atelor si
(ervi#iilor IT ale +nei :r&ani2atii. Mana&ement+l (e#+ritatii
Informatiei este !e o*i#ei $arte !in a*or!area :r&ani2ationala
a Mana&ement+l (e#+ritatii, #are are +n s#o$ m+lt mai e.tins
!e#at %+rni2or+l !e (ervi#ii IT si in#l+!e &esti+nea
!o#+mentelor s#rise, a##es+l in #la!iri, telefoanele et#. $entr+
intrea&a :r&ani2atie.
Information
(e#+rity
Mana&ement
(ystem
7I(M(8
0Ser)ice (esign2 T'e frame3or4 of )oli#y, )ro#esses,
(tan!ar!s, G+i!elines an! tools t'at ens+res an
:r&anisation #an a#'ieve its Information (e#+rity
Mana&ement :*/e#tives.
(istem !e
Mana&ement al
(e#+ritatii
Informatiei
7I(M(8
0Ser)ice (esign2 0a!r+l or&ani2atori# al +nor )oliti#i,
)ro#ese, (tan!ar!e, In!r+mare si instr+mentele #are se
asi&+ra #a o :r&ani2atie isi $oate atin&e :*ie#tivele
Mana&ement+l+i (e#+ritatii Informatiei.
Information
(e#+rity )oli#y
0Ser)ice (esign2 T'e )oli#y t'at &overns t'e :r&anisationMs
a$$roa#' to Information (e#+rity Mana&ement.
)oliti#a !e
(e#+ritate a
Informatiei
0Ser)ice (esign2 )oliti#a #are &+vernea2a a*or!area
:r&ani2atiei a Mana&ement+l+i (e#+ritatii Informatiei.
Information
Te#'nolo&y
7IT8
T'e +se of te#'nolo&y for t'e stora&e, #omm+ni#ation or
$ro#essin& of information. T'e te#'nolo&y ty$i#ally in#l+!es
#om$+ters, tele#omm+ni#ations, "$$li#ations an! ot'er
soft3are. T'e information may in#l+!e 5+siness !ata, voi#e,
ima&es, vi!eo, et#. Information Te#'nolo&y is often +se! to
s+$$ort 5+siness )ro#esses t'ro+&' IT (ervi#es.
Te'nolo&ia
Informatiei 7IT8
%olosirea te'nolo&iei $entr+ sto#area, #om+ni#area si
$ro#esarea informatiei. In mo! ti$i#, te'nolo&ia in#l+!e
#al#+latoare, tele#om+ni#atii, "$li#atii si alte soft3are6+ri.
Informatia $oate in#l+!e !ate ale "fa#erii, vo#e, ima&ini, vi!eo
et#. Te'nolo&ia Informatiei este a!esea folosita $entr+ a s$ri/ini
)ro#esele "fa#erii9!e 5+siness $rin interme!i+l (ervi#iilor IT.
Infrastr+#t+re
(ervi#e
"n IT (ervi#e t'at is not !ire#tly +se! *y t'e 5+siness, *+t is
re,+ire! *y t'e IT (ervi#e )rovi!er so t'ey #an $rovi!e ot'er
IT (ervi#es. %or e.am$le ire#tory (ervi#es, namin&
servi#es, or #omm+ni#ation servi#es.
(ervi#i+ !e
Infrastr+#t+ra
(ervi#i+l IT #are n+ este folosit in mo! !ire#t !e o "fa#ere !ar
este ne#esar %+rni2or+l+i !e (ervi#ii IT in s#o$+l livrarii altor
(ervi#ii IT. e e.em$l+, ire#tory (ervi#es 7(ervi#iile
ire#toare8, servi#iilor !e re2olvarea n+melor 7<(8 sa+
servi#iile !e #om+ni#atii.
Inso+r#in& (ynonym for Internal (o+r#in&. Inso+r#in&
7$ro!+s in
intern,
BInternali2areC8
(inonim #+ Internal (o+r#in&.
Inte&rity 0Ser)ice (esign2 " se#+rity $rin#i$le t'at ens+res !ata an!
0onfi&+ration Items are only mo!ifie! *y a+t'orise!
$ersonnel an! "#tivities. Inte&rity #onsi!ers all $ossi*le
#a+ses of mo!ifi#ation, in#l+!in& soft3are an! 'ar!3are
%ail+re, environmental -vents, an! '+man intervention.
Inte&ritate 0Ser)ice (esign2 1n $rin#i$i+ !e se#+ritate #are sa asi&+re #a
!atele si -lementele !e 0onfi&+rare $ot fi mo!ifi#ate !oar !e
#atre $ersonal si "#tivitati a+tori2ate. Inte&ritatea ia in
#onsi!erare toate #a+2ele $osi*ile ale mo!ifi#arilor, in#l+2an!
efe#tarea soft3are si 'ar!3are, -venimentele me!i+l+i !e
l+#r+9o$erare si interventia +mana.
Intera#tive
Voi#e
Res$onse
7IVR8
0Ser)ice 1peration2 " form of "+tomati# 0all istri*+tion
t'at a##e$ts 1ser in$+t, s+#' as 4ey $resses an! s$o4en
#omman!s, to i!entify t'e #orre#t !estination for in#omin&
0alls.
Ras$+ns Vo#al
Intera#tiv 7IVR8
0Ser)ice 1peration2 : forma !e istri*+ire "+tomata a
"$el+rilor #are a##e$ta intrari9#omen2i !e la 1tili2atorilor, #+m
ar fi a$asarea tastelor si #omen2i $rin vo#e, in s#o$+l
i!entifi#arii #ore#te a !ire#tionarii "$el+rilor $rimite.
Interme!iate
Re#overy
Earm (tan!*y. )rovision is ma!e to Re#over t'e IT (ervi#e
in a $erio! of time *et3een 24 an! K2 'o+rs. Interme!iate
Re#overy ty$i#ally +ses a s'are! )orta*le or %i.e! %a#ility
t'at 'as #om$+ter (ystems an! net3or4 0om$onents. T'e
'ar!3are an! soft3are 3ill nee! to *e #onfi&+re!, an! !ata
3ill nee! to *e restore!, as $art of t'e IT (ervi#e 0ontin+ity
)lan.
:$ti+nea
BRe#+$erare
Interme!iaraC
0Ser)ice (esign2 :$ti+ne !e Re#+$erare #e este #+nos#+ta si
#a Earm (tan!*y 7In aste$tare8. "#easta resta+rare este
fa#+ta sa Re#+$ere2e (ervi#i+l IT intr6o $erioa!a !e tim$ 24 si
K2 !e ore. Re#+$erarea Interme!iara foloseste !e o*i#ei o
%a#ilitate %i.a sa+ Mo*ila, folosita in #om+n, #are are (isteme
#om$+teri2ate si 0om$onente !e retea. ;ar!3are6+l si
soft3are6+l a+ nevoie !e #onfi&+rare, iar !atele ne#esita
resta+rare, #a $arte a )lan+l+i !e 0ontin+itate al (ervi#iilor IT.
Internal
0+stomer
" 0+stomer 3'o 3or4s for t'e same 5+siness as t'e IT
(ervi#e )rovi!er.
(ee Internal (ervi#e )rovi!er, -.ternal 0+stomer.
0lient Intern 1n 0lient #are l+#rea2a $entr+ a#eeasi "fa#ere #a si
%+rni2or+l !e (ervi#ii IT.
Ve2i %+rni2or+l !e (ervi#ii Interne, 0lient -.tern.
Internal Metri# " Metri# t'at is +se! 3it'in t'e IT (ervi#e )rovi!er to Monitor
t'e -ffi#ien#y, -ffe#tiveness or 0ost -ffe#tiveness of t'e IT
(ervi#e )rovi!er=s internal )ro#esses. Internal Metri#s are
not normally re$orte! to t'e 0+stomer of t'e IT (ervi#e. (ee
-.ternal Metri#.
Metri#a Interna : Metri#a #are este folosit in interior+l %+rni2or+l+i !e (ervi#ii
IT $entr+ a Monitori2a -fi#ienta, -fe#tivitatea sa+ -fe#tivitatea
0ost+l+i )ro#eselor interne ale %+rni2or+l+i !e (ervi#ii IT.
Metri#ele interne, !e o*i#ei, n+ s+nt ra$ortate 0lientilor,
(ervi#iilor IT. Ve2i Metri#a -.tern.
Internal Rate
of Ret+rn
7IRR8
0Ser)ice Strategy2 " te#'ni,+e +se! to 'el$ ma4e !e#isions
a*o+t 0a$ital -.$en!it+re. IRR #al#+lates a fi&+re t'at allo3s
t3o or more alternative investments to *e #om$are!. " lar&er
IRR in!i#ates a *etter investment.
(ee <et )resent Val+e, Ret+rn on Investment.
Rata Interna !e
Re#+$erare 7a
investitiei8
7IRR8
0Ser)ice Strategy2 : te'ni#a folosita $entr+ a a/+ta la l+area
!e#i2iilor le&ate !e 0'elt+ieli !e 0a$ital 70")-F8. IRR
#al#+lea2a o #ifra #are $ermite #a !o+a sa+ mai m+lte
alternative !e investitie sa $oata fi #om$arate. 1n IRR mare
in!i#a o mai *+na investitie. Ve2i Valoare <eta )re2enta
7<)V8, )rofita*ilitatea Investitiei R:I.
Internal
(ervi#e
)rovi!er
0Ser)ice Strategy2 "n IT (ervi#e )rovi!er 3'i#' is $art of
t'e same :r&anisation as t'eir 0+stomer. "n IT (ervi#e
)rovi!er may 'ave *ot' Internal 0+stomers an! -.ternal
0+stomers.
(ee Ty$e I (ervi#e )rovi!er, Ty$e II (ervi#e )rovi!er,
Inso+r#e.
)rovi!er !e
(ervi#ii Intern
0Ser)ice Strategy8 1n %+rni2or !e (ervi#ii IT #are fa#e $arte
!in a#eleiasi :r&ani2atii #a si 0lient+l. 1n %+rni2or !e (ervi#ii
IT $oate avea atat 0lienti Interni #at si 0lienti -.terni. Ve2i
%+rni2or !e servi#ii !e ti$ I, %+rni2or !e servi#ii !e ti$ II,
Inso+r#in&.
Internal
(o+r#in&
0Ser)ice Strategy2 1sin& an Internal (ervi#e )rovi!er to
mana&e IT (ervi#es.
(ee (ervi#e (o+r#in&, Ty$e I (ervi#e )rovi!er, Ty$e II
(ervi#e )rovi!er.
Internal
(o+r#in&
0Ser)ice Strategy2 %olosirea +n+i %+rni2or !e (ervi#ii Intern
$entr+ a &estiona (ervi#iile IT. Ve2i :ri&inea (ervi#i+l+i,
%+rni2or !e servi#ii !e ti$ I, %+rni2or !e servi#ii !e ti$ II.
International
:r&ani2ation
for
(tan!ar!i2atio
n 7I(:8
T'e International :r&ani2ation for (tan!ar!i2ation 7I(:8 is
t'e 3orl!=s lar&est !evelo$er of (tan!ar!s. I(: is a non6
&overnmental or&ani2ation 3'i#' is a net3or4 of t'e national
stan!ar!s instit+tes of 1NO #o+ntries.
%+rt'er information a*o+t I(: is availa*le from
'tt$?99333.iso.or&9
:r&ani2atia
Internationala
!e
(tan!ar!i2are
7I(:8
:r&ani2atia Internationala !e (tan!ar!i2are 7I(:8 este #el mai
mare !e2voltator !e (tan!ar!e !in intrea&a l+me. I(: este o
or&ani2atie non6&+vernamentala si are o retea !e instit+te
nationale !e stan!ar!e in 1NO !e tari. Mai m+lte informatii
!es$re I(: $+teti &asi a##esan! 'tt$?99333.iso.or&9
International
(tan!ar!s
:r&anisation
(ee International :r&ani2ation for (tan!ar!i2ation 7I(:8 :r&ani2atia
Internationala
!e (tan!ar!e
Ve2i :r&ani2atia Internationala !e (tan!ar!i2are 7I(:8
Internet
(ervi#e
)rovi!er 7I()8
"n -.ternal (ervi#e )rovi!er t'at $rovi!es a##ess to t'e
Internet. Most I()s also $rovi!e ot'er IT (ervi#es s+#' as
3e* 'ostin&.
)rovi!er !e
(ervi#ii Internet
7I()8
1n %+rni2or !e (ervi#ii -.tern #are f+rni2ea2a a##es la
Internet. Ma/oritatea I() f+rni2ea2a si alte (ervi#ii IT #+m ar fi
&a2!+irea 3e*.
Invo#ation 0Ser)ice (esign2 Initiation of t'e ste$s !efine! in a $lan. %or
e.am$le initiatin& t'e IT (ervi#e 0ontin+ity )lan for one or
more IT (ervi#es.
Invo#are 0Ser)ice (esign2 Initierea $asilor !efiniti intr6+n $lan. e
e.em$l+, initierea )lan+l+i !e 0ontin+itate al (ervi#iilor IT
$entr+ +n+l sa+ mai m+lte (ervi#ii IT.
Is'i4a3a
ia&ram
0Ser)ice 1peration2 0'ontinual Ser)ice "mpro)ement2 "
te#'ni,+e t'at 'el$s a team to i!entify all t'e $ossi*le #a+ses
of a )ro*lem. :ri&inally !evise! *y @aor+ Is'i4a3a, t'e
o+t$+t of t'is te#'ni,+e is a !ia&ram t'at loo4s li4e a
fis'*one.
ia&rama
0a+2a6-fe#t9
Is'i4a3a
0Ser)ice 1peration2 0'ontinual Ser)ice "mpro)ement2 :
te'ni#a #are a/+ta o e#'i$a sa i!entifi#e toate #a+2ele $osi*ile
ale +nei )ro*leme. Inventata !e #atre @aor+ Is'i4a3a,
re2+ltat+l a#estei te'ni#i este o !ia&rama #are arata #a +n os
!e $este.
I(: P000 " &eneri# term t'at refers to a n+m*er of international
(tan!ar!s an! G+i!elines for L+ality Mana&ement (ystems.
(ee 'tt$?99333.iso.or&9 for more information.
(ee I(:.
I(: P000 Termen &eneri# #are se refera la +n n+mar !e (tan!ar!e
internationale si In!r+mare $entr+ Mana&ement+l (istemelor
!e 0alitate. )entr+ mai m+lte informatii ve2i
'tt$?99333.iso.or&9.
Ve2i I(:.
I(: P001 "n international (tan!ar! for L+ality Mana&ement (ystems.
(ee I(: P000, (tan!ar!.
I(: P001 1n (tan!ar! international $entr+ Mana&ement+l (istemelor !e
0alitate.
Ve2i I(: P000, (tan!ar!.
I(:9I-0
1KKPP
0'ontinual Ser)ice "mpro)ement2 I(: 0o!e of )ra#ti#e for
Information (e#+rity Mana&ement.
(ee (tan!ar!.
I(:9I-0 1KKPP 0'ontinual Ser)ice "mpro)ement2 0o!+l I(: !e )ra#ti#a
$entr+ Mana&ement+l (e#+ritatii Informatiei. Ve2i (tan!ar!.
I(:9I-0
20000
I(: ($e#ifi#ation an! 0o!e of )ra#ti#e for IT (ervi#e
Mana&ement. I(:9I-0 20000 is ali&ne! 3it' ITIL 5est
)ra#ti#e.
I(:9I-0 20000 ($e#ifi#atia I(: si 0o!+l !e )ra#ti#a $entr+ Mana&ement+l
(ervi#iilor IT. I(:9I-0 20000 este aliniat la 5+na )ra#ti#a ITIL..
I(:9I-0
2K001
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 I(:
($e#ifi#ation for Information (e#+rity Mana&ement. T'e
#orres$on!in& 0o!e of )ra#ti#e is I(:9I-0 1KKPP.
(ee (tan!ar!.
I(:9I-0 2K001 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2
($e#ifi#atia I(: $entr+ Mana&ement+l (e#+ritatii Informatiei.
0ores$on!ent+l 0o!+l+i !e )ra#ti#a este I(:9I-0 1KKPP.
Ve2i (tan!ar!.
IT ire#torate 0'ontinual Ser)ice "mpro)ement2 (enior Mana&ement
3it'in a (ervi#e )rovi!er, #'ar&e! 3it' !evelo$in& an!
!eliverin& IT servi#es. Most #ommonly +se! in 1@
Government !e$artments.
ire#torat IT 0'ontinual Ser)ice "mpro)ement2 Mana&ement+l (enior !in
interior+l %+rni2or+l+i !e (ervi#ii, insar#inat #+ !e2voltarea si
livrarea (ervi#iilor IT. 0el mai fre#vent este folosit in
!e$artamentele &+vernamentale !in Marea 5ritanie.
IT
Infrastr+#t+re
"ll of t'e 'ar!3are, soft3are, net3or4s, fa#ilities et#. t'at are
re,+ire! to evelo$, Test, !eliver, Monitor, 0ontrol or s+$$ort
IT (ervi#es. T'e term IT Infrastr+#t+re in#l+!es all of t'e
Information Te#'nolo&y *+t not t'e asso#iate! $eo$le,
)ro#esses an! !o#+mentation.
Infrastr+#t+ra
IT
Toate 'ar!3are6+rile, soft3are6+rile, retelele si fa#ilitatile et#.
<e#esare $entr+ a e2volta, Testa, livra, Monitori2a, 0ontrola
sa+ oferi s+$ort (ervi#iilor IT. Termen+l !e Infrastr+#t+ra IT
in#l+!e Te'nolo&ia Informatiei !ar n+ si oamenii aso#iati,
)ro#esele si !o#+mentatia.
IT :$erations 0Ser)ice 1peration2 "#tivities #arrie! o+t *y IT :$erations
0ontrol, in#l+!in& 0onsole Mana&ement, Do* (#'e!+lin&,
5a#4+$ an! Restore, an! )rint an! :+t$+t Mana&ement.
IT :$erations is also +se! as a synonym for (ervi#e
:$eration.
:$erati+ni IT 0Ser)ice 1peration2 "#tivitatile effe#t+ate !e 0ontrol+l
:$eratiilor IT, in#l+2an! Mana&ement+l 0onsolelor,
)lanifi#area Do*6+rilor, 5a#4+$ si Rest+rare, )rintare si
Mana&ement+l Iesirilor 7o+t$+t8. :$erati+nile IT e folosit #a si
sinonim $entr+ :$erati+ni (ervi#ii.
IT :$erations
0ontrol
0Ser)ice 1peration2 T'e %+n#tion res$onsi*le for Monitorin&
an! 0ontrol of t'e IT (ervi#es an! IT Infrastr+#t+re.
(ee :$erations 5ri!&e.
0ontrol+l
:$erati+nilor IT
0Ser)ice 1peration2 %+n#tia res$onsa*ila $entr+
Monitori2area si 0ontrol+l (ervi#iilor IT si a Infrastr+#t+rii IT.
Ve2i 0entr+ !e 0ontrol.
IT :$erations
Mana&ement
0Ser)ice 1peration2 T'e %+n#tion 3it'in an IT (ervi#e
)rovi!er 3'i#' $erforms t'e !aily "#tivities nee!e! to
mana&e IT (ervi#es an! t'e s+$$ortin& IT Infrastr+#t+re. IT
:$erations Mana&ement in#l+!es IT :$erations 0ontrol an!
%a#ilities Mana&ement.
Mana&ement+l
:$erati+nilor IT
0Ser)ice 1peration2 %+n#tia !in interior+l +n+i %+rni2or !e
(ervi#ii IT #are in!e$lineste "#tivitatile 2ilni#e ne#esare $entr+
a &estiona (ervi#iile IT si a asi&+ra s+$ort+l Infrastr+#t+rii IT.
Mana&ement+l :$erati+nilor IT in#l+!e 0ontrol+l :$erati+nilor
IT si Mana&ement+l %a#ilitatilor.
IT (ervi#e " (ervi#e $rovi!e! to one or more 0+stomers *y an IT
(ervi#e )rovi!er. "n IT (ervi#e is *ase! on t'e +se of
Information Te#'nolo&y an! s+$$orts t'e 0+stomer=s
5+siness )ro#esses. "n IT (ervi#e is ma!e +$ from a
#om*ination of $eo$le, )ro#esses an! te#'nolo&y an! s'o+l!
*e !efine! in a (ervi#e Level "&reement.
(ervi#i+ IT 1n (ervi#i+ f+rni2at +n+ia sa+ mai m+ltor 0lienti !e #atre +n
%+rni2or !e (ervi#ii IT. 1n (ervi#i+ IT se *a2ea2a $e folosirea
Te'nolo&iei Informatiei si s+$orta )ro#esele !e 5+siness ale
0lient+l+i. 1n (ervi#i+ IT este al#at+it !intr6o #om*inatie !e
$ersoane, )ro#ese si te'nolo&ii si ar tre*+i sa fie !efinit intr6+n
"#or! !e <ivel (ervi#i+ "&reat9(L".
IT (ervi#e
0ontin+ity
Mana&ement
7IT(0M8
0Ser)ice (esign2 T'e )ro#ess res$onsi*le for mana&in&
Ris4s t'at #o+l! serio+sly im$a#t IT (ervi#es. IT(0M ens+res
t'at t'e IT (ervi#e )rovi!er #an al3ays $rovi!e minim+m
a&ree! (ervi#e Levels, *y re!+#in& t'e Ris4 to an a##e$ta*le
level an! )lannin& for t'e Re#overy of IT (ervi#es. IT(0M
s'o+l! *e !esi&ne! to s+$$ort 5+siness 0ontin+ity
Mana&ement.
Mana&ement+l
0ontin+itatii
(ervi#iilor IT
7IT(0M8
0Ser)ice (esign2 )ro#es+l res$onsa*il #+ &estionarea
Ris#+rilor #are ar $+tea avea +n im$a#t serios as+$ra
(ervi#iilor IT. IT(0M se asi&+ra #a %+rni2or+l !e (ervi#ii IT
$oate livra intot!ea+na +n minim a&reeat !e <ivel !e f+rni2are
al (ervi#i+l+i $rin re!+#erea Ris#+l+i la +n nivel a##e$ta*il si
)lanifi#area $entr+ Re#+$erarea (ervi#iilor IT. IT(0M ar
tre*+i $roie#tat $entr+ a asi&+ra s+$ort+l Mana&ement+l
0ontin+itatii "fa#erii.
IT (ervi#e
0ontin+ity
)lan
0Ser)ice (esign2 " )lan !efinin& t'e ste$s re,+ire! to
Re#over one or more IT (ervi#es. T'e )lan 3ill also i!entify
t'e tri&&ers for Invo#ation, $eo$le to *e involve!,
#omm+ni#ations et#. T'e IT (ervi#e 0ontin+ity )lan s'o+l!
*e $art of a 5+siness 0ontin+ity )lan.
)lan+l
0ontin+itatii
(ervi#iilor IT
0Ser)ice (esign2 1n )lan #are !efineste $asii ne#esari $entr+
a Re#+$era +n+l sa+ mai m+lte (ervi#ii IT. )lan+l va i!entifi#a,
!e asemenea, !e#lansator+l9tri&&er6+l $entr+ Invo#are,
$ersoanele im$li#ate, mi/loa#ele !e #om+ni#are. )lan+l
0ontin+itatii (ervi#iilor IT ar tre*+i sa fie o $arte #om$onenta
!in )lan+l 0ontin+itatii "fa#erii.
IT (ervi#e
Mana&ement
7IT(M8
T'e im$lementation an! mana&ement of L+ality IT (ervi#es
t'at meet t'e nee!s of t'e 5+siness. IT (ervi#e Mana&ement
is $erforme! *y IT (ervi#e )rovi!ers t'ro+&' an a$$ro$riate
mi. of $eo$le, )ro#ess an! Information Te#'nolo&y.
(ee (ervi#e Mana&ement.
Mana&ement+l
(ervi#iilor IT
7IT(M8
Im$lementarea si Mana&ement+l 0alitatii (ervi#iilor IT #are
intr+nes# ne#esitatile +nei "fa#eri. Mana&ement+l (ervi#i+l+i
IT este reali2at !e %+rni2orii !e (ervi#ii IT $rin interme!i+l +nei
#om*inatii $otrivite !e $ersoane, )ro#ese si Te'nolo&ia
Informatiei. Ve2i Mana&ement+l (ervi#iilor.
IT (ervi#e
Mana&ement
%or+m 7it(M%8
T'e IT (ervi#e Mana&ement %or+m is an in!e$en!ent
:r&anisation !e!i#ate! to $romotin& a $rofessional a$$roa#'
to IT (ervi#e Mana&ement. T'e it(M% is a not6for6$rofit
mem*ers'i$ :r&anisation 3it' re$resentation in many
#o+ntries aro+n! t'e 3orl! 7it(M% 0'a$ters8. T'e it(M% an!
its mem*ers'i$ #ontri*+te to t'e !evelo$ment of ITIL an!
asso#iate! IT (ervi#e Mana&ement (tan!ar!s. (ee
'tt$?99333.itsmf.#om9 for more information.
%or+m+l
Mana&ement+l
+i (ervi#ilor IT
7it(M%8
%or+m+l Mana&ement+l+i (ervi#ilor IT este o :r&ani2atie
in!e$en!enta !e!i#ata $romovarii +nei a*or!ari $rofesionale a
Mana&ement+l+i (ervi#iilor IT. it(M% este o :r&ani2atie non6
$rofit #+ re$re2entare in m+lte tari !in intrea&a l+me 7it(M%
0'a$ters8. it(M% si mem*rii sai #ontri*+ie la !e2voltarea ITIL
si (tan!ar!elor Mana&ement+l+i (ervi#iilor IT aso#iate. )entr+
mai m+lte informatii a##esati 'tt$?99333.itsmf.#om9
IT (ervi#e
)rovi!er
0Ser)ice Strategy2 " (ervi#e )rovi!er t'at $rovi!es IT
(ervi#es to Internal 0+stomers or -.ternal 0+stomers.
%+rni2or !e
(ervi#ii IT
0Ser)ice Strategy2 1n %+rni2or !e (ervi#ii #are f+rni2ea2a
(ervi#ii IT #atre +n 0lient Intern sa+ +n 0lient -.tern.
IT (teerin&
Gro+$ 7I(G8
" formal &ro+$ t'at is res$onsi*le for ens+rin& t'at 5+siness
an! IT (ervi#e )rovi!er (trate&ies an! )lans are #losely
ali&ne!. "n IT (teerin& Gro+$ in#l+!es senior re$resentatives
from t'e 5+siness an! t'e IT (ervi#e )rovi!er.
Gr+$+l !e
0oor!onare IT
7I(G8
1n &r+$ formal #are este res$onsa*il sa se asi&+re #a
(tarte&iile si )lan+rile "fa#erii %+rni2or+l+i !e (ervi#ii IT s+nt
in #on#or!anta. Gr+$+l !e 0on!+#ere IT in#l+!e re$re2entanti
s+$eriori9seniori !in "fa#ere si %+rni2or+l !e (ervi#ii IT.
ITIL " set of 5est )ra#ti#e &+i!an#e for IT (ervi#e Mana&ement.
ITIL is o3ne! *y t'e :G0 an! #onsists of a series of
$+*li#ations &ivin& &+i!an#e on t'e $rovision of L+ality IT
(ervi#es, an! on t'e )ro#esses an! fa#ilities nee!e! to
s+$$ort t'em. (ee 'tt$?99333.itil.#o.+49 for more information.
ITIL 1n set !e in!r+mare $entr+ 5+na )ra#ti#a in Mana&ement+l
(ervi#iilor IT. ITIL este !etin+t !e #atre :G0 si #onsta intr6o
serie !e $+*li#atii #are #+$rin!e re#oman!ari le&ate !e livrarea
!e (ervi#ii IT !e 0alitate, si in )ro#esele si fa#ilitatile #e
s$ri/ina a#este servi#ii. )entr+ mai m+lte informatii a##esati
'tt$?99333.itil.#o.+49
Do*
es#ri$tion
" o#+ment 3'i#' !efines t'e Roles, res$onsi*ilities, s4ills
an! 4no3le!&e re,+ire! *y a $arti#+lar $erson. :ne Do*
es#ri$tion #an in#l+!e m+lti$le Roles, for e.am$le t'e Roles
of 0onfi&+ration Mana&er an! 0'an&e Mana&er may *e
#arrie! o+t *y one $erson.
es#rierea
Do*6+l+i
1n o#+ment #are !efineste Rol+rile, res$onsa*ilitatile,
a*ilitatile si #+nostintele ne#esare +nei $ersoane s$e#ifi#e. :
es#riere a Do*6+l+i $oate in#l+!e m+lti$le Rol+ri, !e e.em$l+
Rol+rile !e Mana&er al 0onfi&+ratiilor si !e Mana&er al
(#'im*arii $ot fi in!e$linite !e o sin&+ra $ersoana.
Do*
(#'e!+lin&
0Ser)ice 1peration2 )lannin& an! mana&in& t'e e.e#+tion
of soft3are tas4s t'at are re,+ire! as $art of an IT (ervi#e.
Do* (#'e!+lin& is #arrie! o+t *y IT :$erations Mana&ement,
an! is often a+tomate! +sin& soft3are tools t'at r+n *at#' or
online tas4s at s$e#ifi# times of t'e !ay, 3ee4, mont' or year.
)lanifi#area
Do*6+rilor9
a#tivitatilor
0Ser)ice 1peration2 )lanifi#area si &estionarea e.e#+tiei
a#tivitatilor +n+i soft3are #are s+nt #er+te #a $arte a +n+i
(ervi#i+ IT. )ro&ramarea Do*6+rilor9 a#tivitatilor este in!e$linita
!e Mana&ement+l :$erati+nilor IT si este a!esea a+tomati2at
folosin! instr+mente soft3are #are la ran!+l lor r+lea2a in
set+ri sa+ a#tivitati online in an+mite ore ale 2ilei, sa$tamanii,
l+nii sa+ an+l+i.
@ano Mo!el 0Ser)ice Strategy2 " Mo!el !evelo$e! *y <oria4i @ano t'at
is +se! to 'el$ +n!erstan! 0+stomer $referen#es. T'e @ano
Mo!el #onsi!ers "ttri*+tes of an IT (ervi#e &ro+$e! into
areas s+#' as 5asi# %a#tors, -.#itement %a#tors,
)erforman#e %a#tors et#.
Mo!el+l @ano 0Ser)ice Strategy2 1n Mo!el !e2voltat !e #atre <oria4i @ano
#are se foloseste $entr+ a a/+ta la intele&erea $referintelor
0lient+l+i. Mo!el+l @ano #onsi!era #a "tri*+tele +n+i (ervi#i+
IT s+nt &r+$ate intr6o arie #+m ar fi %a#tori !e 5a2a, %a#tori !e
(atisfa#tie, %a#tori !e )erformanta et#.
@e$ner Q
Tre&oe
"nalysis
0Ser)ice 1peration2 0'ontinual Ser)ice "mpro)ement2 "
str+#t+re! a$$roa#' to )ro*lem solvin&. T'e )ro*lem is
analyse! in terms of 3'at, 3'ere, 3'en an! e.tent. )ossi*le
#a+ses are i!entifie!. T'e most $ro*a*le #a+se is teste!. T'e
tr+e #a+se is verifie!.
"nali2a @e$ner
Q Tre&oe
0Ser)ice 1peration2 0'ontinual Ser)ice "mpro)ement2 :
meto!a str+#t+rata !e a*or!are a re2olvarii +nei )ro*leme.
)ro*lema este anali2ata in termeni? #e, +n!e, #an! si $ana
+n!e. 0a+2ele $osi*ile s+nt i!entifi#ate. 0ea mai $ro*a*ila
#a+2a este testata. "!evarata #a+2a este a$oi verifi#ata.
@ey
)erforman#e
In!i#ator 7@)I8
0'ontinual Ser)ice "mpro)ement2 " Metri# t'at is +se! to
'el$ mana&e a )ro#ess, IT (ervi#e or "#tivity. Many Metri#s
may *e meas+re!, *+t only t'e most im$ortant of t'ese are
!efine! as @)Is an! +se! to a#tively mana&e an! re$ort on
t'e )ro#ess, IT (ervi#e or "#tivity. @)Is s'o+l! *e sele#te!
to ens+re t'at -ffi#ien#y, -ffe#tiveness, an! 0ost
-ffe#tiveness are all mana&e!.
(ee 0riti#al (+##ess %a#tor.
In!i#atori 0'eie
!e )erformanta
7@)I8
0'ontinual Ser)ice "mpro)ement2 : Metri#a #are este
folosita $entr+ a a/+ta &estionarea +n+i )ro#es, a +n+i (ervi#i+
IT sa+ a +nei "#tivitati. M+lte Metri#i $ot fi mas+rate, !ar n+mai
#ele mai im$ortante !intre a#estea s+nt !efinite #a si @)I si
folosite a#tiv in &estionarea si ra$ortarea )ro#es+l+i,
(ervi#i+l+i IT sa+ "#tivitatii. @)I6+rile tre*+ies# sele#tate
$entr+ a se asi&+ra #a -fi#ienta, -fe#tivitatea si -fe#tivitatea
0ost+l+i s+nt *ine &estionate. Ve2i %a#tor 0riti# !e (+##es.
@no3le!&e
5ase
0Ser)ice #ransition2 " lo&i#al !ata*ase #ontainin& t'e !ata
+se! *y t'e (ervi#e @no3le!&e Mana&ement (ystem.
5a2a !e
0+nostiinte
0Ser)ice #ransition2 : *a2a !e !ate lo&i#a #are #ontine
!atele folosite !e (istem+l !e Mana&ement al 0+nostintelor
!es$re (ervi#ii, (@M(.
@no3le!&e
Mana&ement
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for &at'erin&,
analysin&, storin& an! s'arin& 4no3le!&e an! information
3it'in an :r&anisation. T'e $rimary $+r$ose of @no3le!&e
Mana&ement is to im$rove -ffi#ien#y *y re!+#in& t'e nee! to
re!is#over 4no3le!&e.
(ee ata6to6Information6to6@no3le!&e6to6Eis!om, (ervi#e
@no3le!&e Mana&ement (ystem.
Mana&ement+l
0+nostintelor
0Ser)ice #ransition2 )ro#es+l res$onsa*il #+ a!+narea,
anali2a, sto#area si $re2entarea #+nostintelor si informatiilor in
interior+l +nei :r&ani2atii. (#o$+l $rin#i$al al Mana&ement+l+i
0+nostintelor este sa im*+natateas#a -fi#ienta $rin re!+#erea
nevoii !e a re!es#o$eri #+nostintele. Ve2i ate6#atre6
Informatii6#atre60+noastere6#atre6Intele$#i+ne 7I@E8.
@no3n -rror 0Ser)ice 1peration2 " )ro*lem t'at 'as a !o#+mente! Root
0a+se an! a Eor4aro+n!. @no3n -rrors are #reate! an!
mana&e! t'ro+&'o+t t'eir Life#y#le *y )ro*lem
Mana&ement. @no3n -rrors may also *e i!entifie! *y
evelo$ment or (+$$liers.
-roare
0+nos#+ta
0Ser)ice 1peration2 : )ro*lema #are are o 0a+2a )rin#i$ala
7a !efe#t+l+i8 !o#+mentata si o (ol+tie Tem$orara. -rorile
0+nos#+te s+nt #reate si &estionate !e6a l+n&+l 0i#l+l !e Viata
!e #atre Mana&ement+l )ro*lemelor. -rorile 0+nos#+te $ot fi
!e asemenea i!entifi#ate si !e e2voltare 7$ro&ramatori8 sa+
!e #atre %+rni2ori.
@no3n -rror
ata*ase
7@-58
0Ser)ice 1peration2 " !ata*ase #ontainin& all @no3n -rror
Re#or!s. T'is !ata*ase is #reate! *y )ro*lem Mana&ement
an! +se! *y In#i!ent an! )ro*lem Mana&ement. T'e @no3n
-rror ata*ase is $art of t'e (ervi#e @no3le!&e
Mana&ement (ystem.
5a2a !e ate
-rori
0+nos#+te
7@-58
0Ser)ice 1peration2 : *a2a !e !ate #are #ontine toate
Inre&istrarile !es$re -rori 0+nos#+te. "#easta *a2a !e !ate
este #reata !e #atre Mana&ement+l )ro*lemelor si folosita !e
#atre Mana&ement+l In#i!entelor si )ro*lemelor. 5a2a !e ate
-rori 0+nos#+te este o $arte a (istem+l !e Mana&ement al
0+nostintelor !es$re (ervi#ii, (@M(.
@no3n -rror
Re#or!
0Ser)ice 1peration2 " Re#or! #ontainin& t'e !etails of a
@no3n -rror. -a#' @no3n -rror Re#or! !o#+ments t'e
Life#y#le of a @no3n -rror, in#l+!in& t'e (tat+s, Root 0a+se
an! Eor4aro+n!. In some im$lementations a @no3n -rror is
!o#+mente! +sin& a!!itional fiel!s in a )ro*lem Re#or!.
Inre&istrare
!es$re -roare
0+nos#+ta
0Ser)ice 1peration2 : Inre&istrare #are #ontine !etaliile +nei
-rori 0+nos#+te. %ie#are Inre&istrare !es$re -rori 0+nos#+te
!o#+mentea2a 0i#l+l !e viata al +nei -rori 0+nos#+te,
in#l+2an! (tarea, 0a+2a )rin#i$ala si o (ol+tie Tem$orara. In
+nele im$lementari -roarea 0+nos#+ta este !o#+mentata
folosin! #am$+rile a!itionale !in Inre&istrarea +nei )ro*leme.
Life#y#le T'e vario+s sta&es in t'e life of an IT (ervi#e, 0onfi&+ration
Item, In#i!ent, )ro*lem, 0'an&e et#. T'e Life#y#le !efines
t'e 0ate&ories for (tat+s an! t'e (tat+s transitions t'at are
$ermitte!. %or e.am$le?
1 A T'e Life#y#le of an "$$li#ation in#l+!es
Re,+irements, esi&n, 5+il!, e$loy, :$erate, :$timise.
2 A T'e -.$an!e! In#i!ent Life#y#le in#l+!es ete#t,
Res$on!, ia&nose, Re$air, Re#over, Restore.
A T'e life#y#le of a (erver may in#l+!e? :r!ere!, Re#eive!,
In Test, Live, is$ose! et#.
0i#l+ !e Viata iferitele sta!ii !in viata +n+i (ervi#i+ IT, +n+i -lement !e
0onfi&+ratie, In#i!ent, +nei )ro*leme, (#'im*are et#. 0i#l+l !e
viata !efineste 0ate&oriile $entr+ (tare si tran2itiile (tarii #are
s+nt $ermise. e e.em$l+?
0i#l+l !e Viata +nei a$li#atii in#l+!e 0erintele, esi&n6
+l, 0onstr+#tia, Im$lementare, :$erarea, :$timi2area.
-.$an!area 0i#l+l+i !e Viata a +n+i In#i!ent in#l+!e?
ete#tia, Ras$+ns, ia&nosti#area, Re$ararea,
Re#+$erarea, Resta+rarea.
0i#l+l !e Viata al +n+i (erver $oate in#l+!e?
0oman!at, Re#e$tionat, In Test, In )ro!+#tie, 0asat
et#.
Line of
(ervi#e 7L:(8
0Ser)ice Strategy2 " 0ore (ervi#e or (+$$ortin& (ervi#e
t'at 'as m+lti$le (ervi#e Level )a#4a&es. " line of (ervi#e is
mana&e! *y a )ro!+#t Mana&er an! ea#' (ervi#e Level
)a#4a&e is !esi&ne! to s+$$ort a $arti#+lar mar4et se&ment.
Linie !e
(ervi#i+ 7L:(8
0Ser)ice Strategy2 1n (ervi#i+ !e 5a2a sa+ (ervi#i+ (+$ort
#are #ontine m+lti$le )a#'ete !e <ivel al (ervi#i+l+i. : Linie
!e (ervi#i+ este &estionata !e #atre +n Mana&er !e )ro!+s si
fie#are )a#'ete !e <ivel al (ervi#i+l+i este #onstr+it in asa fel
in#at sa s+$orte +n se&ment !e $iata s$e#ifi#.
Live 0Ser)ice #ransition2 Refers to an IT (ervi#e or 0onfi&+ration
Item t'at is *ein& +se! to !eliver (ervi#e to a 0+stomer.
In )ro!+#tie 0Ser)ice #ransition2 (e refera la +n (ervi#i+ IT sa+ +n
-lement !e 0onfi&+ratie #are este folosit $entr+ a livra +n
(ervi#i+ +n+i 0lient.
Live
-nvironment
0Ser)ice #ransition2 " #ontrolle! -nvironment #ontainin&
Live 0onfi&+ration Items +se! to !eliver IT (ervi#es to
0+stomers.
Me!i+ !e
)ro!+#tie
0Ser)ice #ransition2 1n Me!i+ #ontrolat #are #ontine
-lemente !e 0onfi&+ratie In )ro!+#tie, folosit $entr+ a livra
(ervi#ii IT 0lientilor.
Maintaina*ility 0Ser)ice (esign2 " meas+re of 'o3 ,+i#4ly an! -ffe#tively a
0onfi&+ration Item or IT (ervi#e #an *e restore! to normal
3or4in& after a %ail+re. Maintaina*ility is often meas+re! an!
re$orte! as MTR(.
Maintaina*ility is also +se! in t'e #onte.t of (oft3are or IT
(ervi#e evelo$ment to mean a*ility to *e 0'an&e! or
Re$aire! easily.
Mentena*ilitate 0Ser)ice (esign2 : mas+ra a #at !e ra$i! si -fe#tiv +n
-lement !e 0onfi&+ratie sa+ +n (ervi#i+ IT $ot fi resta+rate sa
l+#re2e la nivel normal !+$a o efe#tare.
Mentena*ilitatea este a!esea mas+rata si ra$ortata #a MTR(.
Mentena*ilitatea este !e asemenea folosita in #onte.t+l
e2voltarea (oft3are sa+ a (ervi#i+l+i IT $entr+ a !esemna
a*ilitatea !e a fi (#'im*ata sa+ Re$arata #+ +s+rinta.
Ma/or In#i!ent 0Ser)ice 1peration2 T'e 'i&'est 0ate&ory of Im$a#t for an
In#i!ent. " Ma/or In#i!ent res+lts in si&nifi#ant !isr+$tion to
t'e 5+siness.
In#i!ent Ma/or 0Ser)ice 1peration2 0ea mai inalta 0ate&orie a Im$a#t+l+i
+n+i In#i!ent. 1n In#i!ent Ma/or $ro!+#e intrer+$eri im$ortante
ale "fa#erii.
Mana&e!
(ervi#es
0Ser)ice Strategy2 " $ers$e#tive on IT (ervi#es 3'i#'
em$'asi2es t'e fa#t t'at t'ey are mana&e!. T'e term
Mana&e! (ervi#es is also +se! as a synonym for :+tso+r#e!
IT (ervi#es.
(ervi#ii
Gestionate
0Ser)ice Strategy2 : $ers$e#tiva as+$ra (ervi#iilor IT #are
a##ent+ea2a fa$t+l #a ele s+nt &estionate. Termen+l !e
(ervi#ii Gestionate este !e asemenea folosit #a sinonim $entr+
(ervi#ii IT -.ternali2ate.
Mana&ement
Information
Information t'at is +se! to s+$$ort !e#ision ma4in& *y
mana&ers. Mana&ement Information is often &enerate!
a+tomati#ally *y tools s+$$ortin& t'e vario+s IT (ervi#e
Mana&ement )ro#esses. Mana&ement Information often
in#l+!es t'e val+es of @)Is s+#' as I)er#enta&e of 0'an&es
lea!in& to In#i!entsI, or Ifirst time fi. rateI.
Informatie
$entr+
Mana&ement
Informatia #are este folosita in s+$ort+l l+arii !e#i2iei !e #atre
mana&eri. Informatia !e Mana&ement este a!esea &enerat in
mo! a+tomat !e #atre instr+mente #are s+$orta !iferite
)ro#ese ale Mana&emet+l+i (ervi#iilori IT. Informatia !e
Mana&ement in#l+!e a!esea valorile @)I6+l+i $re#+m
B)ro#enta/+l (#'im*arilor #are #on!+# s$re In#i!enteC sa+ Bfirst
time fi. rateC9Crata !e re2olvare !in $rima 7a in#i!entelor8CC.
Mana&ement
of Ris4 7MoR8
T'e :G0 met'o!olo&y for mana&in& Ris4s. MoR in#l+!es all
t'e "#tivities re,+ire! to i!entify an! 0ontrol t'e e.$os+re to
Ris4 3'i#' may 'ave an im$a#t on t'e a#'ievement of an
:r&anisationMs 5+siness :*/e#tives.
(ee 'tt$?99333.m6o6r.or&9 for more !etails.
Mana&ement+l
Ris#+rilor
7MoR8
Meto!olo&ia :G0 !e &estionare a Ris#+rilor. MoR in#l+!e
toate "#tivitatile #er+te $entr+ a i!entifi#a si 0ontrola
e.$+nerea la Ris# #are ar $+tea avea +n im$a#t as+$ra
atin&erii :*ie#tivelor "fa#erii +nei :r&ani2atii.
)entr+ mai m+lte !etalii a##esea2a? 'tt$?99333.m6o6r.or&9
Mana&ement
(ystem
T'e frame3or4 of )oli#y, )ro#esses an! %+n#tions t'at
ens+res an :r&anisation #an a#'ieve its :*/e#tives.
(istem !e
Mana&ement
0a!r+l !e )oliti#a, )ro#ese si %+n#tii #are asi&+ra o
:r&ani2atie #a isi $oate atin&e :*ie#tivele.
Man+al
Eor4aro+n!
" Eor4aro+n! t'at re,+ires man+al intervention. Man+al
Eor4aro+n! is also +se! as t'e name of a Re#overy :$tion
in 3'i#' T'e 5+siness )ro#ess :$erates 3it'o+t t'e +se of
IT (ervi#es. T'is is a tem$orary meas+re an! is +s+ally
#om*ine! 3it' anot'er Re#overy :$tion.
(ol+tie
Tem$orara
Man+ala
: (ol+tie Tem$orara #are ne#esita interventia man+ala.
(ol+tia Tem$orara Man+ala mai este folosit si #+ n+mele !e
:$ti+ne !e Re#+$erare in #are se o$erea2a )ro#es+l !e
"fa#ere fara a folosi (ervi#iile IT. "#easta este o mas+ra
tem$orara si este !e o*i#ei #om*inata #+ o alta :$ti+ne !e
Re#+$erare.
Mar&inal 0ost 0Ser)ice Strategy2 T'e 0ost of #ontin+in& to $rovi!e t'e IT
(ervi#e. Mar&inal 0ost !oes not in#l+!e investment alrea!y
ma!e, for e.am$le t'e #ost of !evelo$in& ne3 soft3are an!
!eliverin& trainin&.
0ost Mar&inal 0Ser)ice Stratey2 0ost+l $entr+ f+rni2area in #ontin+are a
(ervi#i+l+i IT. 0ost+l Mar&inal n+ in#l+!e investitiile !e/a
fa#+te, !e e.em$l+ #ost+l !e2voltarii no+l+i soft3are si
f+rni2area trainin&6+l+i.
Mar4et ($a#e 0Ser)ice Strategy2 "ll o$$ort+nities t'at an IT (ervi#e
)rovi!er #o+l! e.$loit to meet *+siness nee!s of 0+stomers.
T'e Mar4et ($a#e i!entifies t'e $ossi*le IT (ervi#es t'at an
IT (ervi#e )rovi!er may 3is' to #onsi!er !eliverin&.
Mar4et
($a#e9)otofoli+
!e :$ort+nitati
0Ser)ice Strategy2 Toate o$ort+nitatile $e #are +n %+rni2or !e
(ervi#ii IT le $oate e.$loata $entr+ a veni in intam$inarea
ne#esitatilor !e *+siness ale 0lientilor. Mar4et
($a#e9)ortofoli+l !e :$ort+nitati i!entifi#a (ervi#iile IT
$otentiale $e #are +n %+rni2or !e (ervi#ii IT ar !ori sa le ai*a
in ve!ere $entr+ livrare.
Mat+rity 0'ontinual Ser)ice "mpro)ement2 " meas+re of t'e
Relia*ility, -ffi#ien#y an! -ffe#tiveness of a )ro#ess,
%+n#tion, :r&anisation et#. T'e most mat+re )ro#esses an!
%+n#tions are formally ali&ne! to 5+siness :*/e#tives an!
(trate&y, an! are s+$$orte! *y a frame3or4 for #ontin+al
im$rovement.
Mat+ritate 0'ontinual Ser)ice "mpro)ement2 : mas+ra a In#re!erii,
-fi#ientei si -fi#a#itatii ale +n+i )ro#es, %+n#tii, :r&ani2atii et#.
)ro#ese si %+n#tiile #+ nivel+l #el mai mare !e mat+ritate s+nt
aliniate formal la :*ie#tivele si (trate&ia "fa#erii si s+nt
s+$ortate !e +n #a!r+ or&ani2atori# $entr+ im*+natatire
#ontin+a.
Mat+rity Level " name! level in a Mat+rity mo!el s+#' as t'e 0arne&ie
Mellon 0a$a*ility Mat+rity Mo!el Inte&ration.
<ivel !e
Mat+ritate
1n an+mit nivel in #a!r+l mo!el+l+i !e Mat+ritate asa #+m este
si #el a$artinan! 0arne&ie Mellon 6 Mo!el+l Inte&rat !e
mas+rare a Mat+ritatii 0a$a*ilitatilor.
Mean Time
5et3een
%ail+res
7MT5%8
0Ser)ice (esign2 " Metri# for meas+rin& an! re$ortin&
Relia*ility. MT5% is t'e avera&e time t'at a 0onfi&+ration
Item or IT (ervi#e #an $erform its a&ree! %+n#tion 3it'o+t
interr+$tion. T'is is meas+re! from 3'en t'e 0I or IT (ervi#e
starts 3or4in&, +ntil it ne.t fails.
Me!ia Tim$+l+i
!e 5+na
%+n#tionare
7MT5%8
0Ser)ice (esign2 : Metri#a $entr+ mas+rarea si ra$ortarea
In#re!erii 7in infrastr+#t+ra8. MT5% este tim$+l me!i+ in #are
+n -lement !e 0onfi&+ratie sa+ +n (ervi#i+ IT isi $oate
in!e$lini %+n#tia !e *a2a fara intrer+$ere. "#easta se masoara
!e #an! -lement+l !e 0onfi&+ratie sa+ (ervi#i+l IT in#e$e sa
f+n#tione2e si $ana la +rmatoarea intrer+$ere.
Mean Time
5et3een
(ervi#e
In#i!ents
7MT5(I8
0Ser)ice (esign2 " Metri# +se! for meas+rin& an! re$ortin&
Relia*ility. MT5(I is t'e mean time from 3'en a (ystem or IT
(ervi#e fails, +ntil it ne.t fails. MT5(I is e,+al to MT5% R
MTR(.
Tim$+l Me!i+
intre In#i!ente
ale (ervi#i+l+i
7MT5(I8
0Ser)ice (esign2 : Metri#a $entr+ mas+rarea si ra$ortarea
In#re!erii 7in infrastr+#t+ra8. MT5(I este tim$+l me!i+
in#e$an! #+ moment+l #an! +n (istem sa+ +n (ervi#i+ IT se
!efe#tea2a si $ana la +rmatoarea !efe#tare. MT5(I este e&al
#+ s+ma !intre MT5% R MTR(.
Mean Time To
Re$air
7MTTR8
T'e avera&e time ta4en to re$air a 0onfi&+ration Item or IT
(ervi#e after a %ail+re. MTTR is meas+re! from 3'en t'e 0I
or IT (ervi#e fails +ntil it is Re$aire!. MTTR !oes not in#l+!e
t'e time re,+ire! to Re#over or Restore. MTTR is
sometimes in#orre#tly +se! to mean Mean Time to Restore
(ervi#e.
Tim$+l Me!i+
e Re$arare
7MTTR8
Tim$+l me!i+ !e re$arare a +n+i -lement !e 0onfi&+ratie sa+
a +n+i (ervi#i+ IT !+$a o efe#tare. MTTR se masoara !e
#an! s6a !efe#tat -lement+l !e 0onfi&+ratie sa+ (ervi#i+l IT si
$ana #an! a fost Re$arat. MTTR n+ in#l+!e tim$+l ne#esar
$entr+ Re#+$erare sa+ $entr+ Resta+rare. MTTR este
#ateo!ata in#ore#t folosit $entr+ a !en+mi Tim$+l Me!i+ !e
Resta+rare a (ervi#i+l+i MTR(.
Mean Time to
Restore
(ervi#e
7MTR(8
T'e avera&e time ta4en to Restore a 0onfi&+ration Item or IT
(ervi#e after a %ail+re. MTR( is meas+re! from 3'en t'e 0I
or IT (ervi#e fails +ntil it is f+lly Restore! an! !eliverin& its
normal f+n#tionality.
(ee Maintaina*ility, Mean Time to Re$air.
Tim$+l Me!i+
!e Resta+rare
a (ervi#i+l+i
7MTR(8
Tim$+l me!i+ alo#at $entr+ Resta+rarea +n+i -lement !e
0onfi&+ratie sa+ a +n+i (ervi#i+ IT !+$a efe#tare. MTR( se
masoara in#e$an! #+ moment+l !efe#tarii -lement+l+i !e
0onfi&+ratie sa+ (ervi#i+ IT si $ana la reinstalarea #om$leta la
nivel+l !e f+n#tionalitate normala. Ve2i Mentena*ilitate, Tim$+l
Me!i+ e Re$arare9MTTR.
Metri# 0'ontinual Ser)ice "mpro)ement2 (omet'in& t'at is
meas+re! an! re$orte! to 'el$ mana&e a )ro#ess, IT
(ervi#e or "#tivity.
(ee @)I.
Metri#a 0'ontinual Ser)ice "mpro)ement2 0eva #e este mas+rat si
ra$ortat $entr+ a a/+ta &estionarea )ro#es+l+i, (ervi#i+l+i IT
sa+ "#tivitatii.
Ve2i @)I.
Mi!!le3are 0Ser)ice (esign2 (oft3are t'at #onne#ts t3o or more
soft3are 0om$onents or "$$li#ations. Mi!!le3are is +s+ally
$+r#'ase! from a (+$$lier, rat'er t'an !evelo$e! 3it'in t'e
IT (ervi#e )rovi!er.
(ee :ff t'e ('elf.
Mi!!le3are 0Ser)ice (esign2 1n (oft3are #are lea&a !o+a sa+ mai m+lte
0om$onente sa+ "$li#atii soft3are. Mi!!le3are este !e o*i#ei
+n $ro!+s a#'i2itionat !e la +n %+rni2or mai !e&ra*a, !e#at
!e2voltat !e #atre +n %+rni2or !e (ervi#ii IT.
Ve2i Be $e raftC
Mission
(tatement
T'e Mission (tatement of an :r&anisation is a s'ort *+t
#om$lete !es#ri$tion of t'e overall $+r$ose an! intentions of
t'at :r&anisation. It states 3'at is to *e a#'ieve!, *+t not
'o3 t'is s'o+l! *e !one.
Misi+ne
7-n+nt+l
misi+nii8
Misi+nea +nei :r&ani2atii este o !es#riere s#+rta !ar #om$leta
a s#o$+l+i si intentiilor a#esteia $e termen l+n&. -n+mera
o*ie#tivele #e tre*+ies# atinse !ar fara a oferi si +n mo!
e.$li#it $rin #are a#estea $ot fi reali2ate.
Mo!el " re$resentation of a (ystem, )ro#ess, IT (ervi#e,
0onfi&+ration Item et#. t'at is +se! to 'el$ +n!erstan! or
$re!i#t f+t+re *e'avio+r.
Mo!el Re$re2entare a +n+i (istem, )ro#es, (ervi#i+ IT, -lement !e
0onfi&+ratie et#.folosita $entr+ a intele&e sa+ a anti#i$a +n
#om$ortament al a#est+ia.
Mo!ellin& " te#'ni,+e t'at is +se! to $re!i#t t'e f+t+re *e'avio+r of a
(ystem, )ro#ess, IT (ervi#e, 0onfi&+ration Item et#.
Mo!ellin& is #ommonly +se! in %inan#ial Mana&ement,
0a$a#ity Mana&ement an! "vaila*ility Mana&ement.
Mo!elare Te'ni#a folosita $entr+ a anti#i$a #om$ortament+l +n+i a
(istem, )ro#es, (ervi#i+ IT, -lement !e 0onfi&+ratie et#.
Mo!elarea este fre#vent folosita in Mana&ement+l %inan#iar,
Mana&ement+l 0a$a#itatii si Mana&ement+l is$oni*ilitatii.
Monitor
0ontrol Loo$
0Ser)ice 1peration2 Monitorin& t'e o+t$+t of a Tas4,
)ro#ess, IT (ervi#e or 0onfi&+ration Item> #om$arin& t'is
o+t$+t to a $re!efine! norm> an! ta4in& a$$ro$riate a#tion
*ase! on t'is #om$arison.
5+#la !e
0ontrol a
Monitori2arii
0Ser)ice 1peration2 Monitori2area +n+i re2+ltat al +nei
"#tivitati, )ro#es, (ervi#i+ IT sa+ -lement !e 0onfi&+ratie>
#om$ararea a#est+i re2+ltat #+ +n+l $re!efinit 7norma8> l+area
!e a#ti+ni $otrivite, $e *a2a a#estei #om$aratii.
Monitorin& 0Ser)ice 1peration2 Re$eate! o*servation of a
0onfi&+ration Item, IT (ervi#e or )ro#ess to !ete#t -vents
an! to ens+re t'at t'e #+rrent stat+s is 4no3n.
Monitori2are 0Ser)ice 1peration2 :*servarea #ontin+a a -lement+l+i !e
0onfi&+ratie, (ervi#i+l+i IT sa+ a )ro#es+l+i $entr+ a !ete#ta
-venimente #+ s#o$+l !e a se asi&+ra #a starea #+renta este
#+nos#+ta.
<ear6('ore 0Ser)ice Strategy2 )rovision of (ervi#es from a #o+ntry near
t'e #o+ntry 3'ere t'e 0+stomer is *ase!. T'is #an *e t'e
$rovision of an IT (ervi#e, or of s+$$ortin& %+n#tions s+#' as
(ervi#e es4.
(ee :n6s'ore, :ff6s'ore.
<ear6('ore 0Ser)ice Strategy2 %+rni2area !e (ervi#ii !intr6o tara
a$ro$iata !e #ea in #are este sta*ilit 0lient+l. "#easta $oate fi
livrarea +n+i (ervi#i+ IT, sa+ a +nei %+n#tii !e s+$ort $re#+m
(ervi#e es4.
Ve2i :n6s'ore, :ff6s'ore.
<et )resent
Val+e 7<)V8
0Ser)ice Strategy2 " te#'ni,+e +se! to 'el$ ma4e !e#isions
a*o+t 0a$ital -.$en!it+re. <)V #om$ares #as' inflo3s to
#as' o+tflo3s. )ositive <)V in!i#ates t'at an investment is
3ort'3'ile.
(ee Internal Rate of Ret+rn, Ret+rn on Investment.
Valoare <eta
)re2enta 7<)V8
0Ser)ice Strategy2 Te'ni#a folosita $entr+ a l+a !e#i2ii $rivin!
0'elt+ielile !e 0a$ital. <)V #om$ara venit+rile reali2ate #+
#'elt+ielile efe#t+ate. : valoare $o2itiva in!i#a fa$t+l #a o
investitie este $rofita*ila.
Ve2i Rata Interna !e Re#+$erare 7a investitiei8, )rofita*ilitate.
<otional
0'ar&in&
0Ser)ice Strategy2 "n a$$roa#' to 0'ar&in& for IT (ervi#es.
0'ar&es to 0+stomers are #al#+late! an! 0+stomers are
informe! of t'e #'ar&e, *+t no money is a#t+ally transferre!.
<otional 0'ar&in& is sometimes intro!+#e! to ens+re t'at
0+stomers are a3are of t'e 0osts t'ey in#+r, or as a sta&e
!+rin& t'e intro!+#tion of real 0'ar&in&.
Ta.are
Informativa
0Ser)ice Strategy2 : varianta a Ta.arii (ervi#iilor IT. Ta.ele
#atre 0lienti s+nt #al#+late si 0lientii s+nt informati !e s+mele
!atorate, !ar n+ se efe#t+ea2a $latile res$e#tive. Ta.area
Informativa este folosita +neori $entr+ a avi2a 0lientii !e
#ost+rile $e #are le efe#t+ea2a, sa+ #a o fa2a interme!iara
inainte !e Ta.area reala.
:*/e#tive T'e !efine! $+r$ose or aim of a )ro#ess, an "#tivity or an
:r&anisation as a 3'ole. :*/e#tives are +s+ally e.$resse!
as meas+ra*le tar&ets. T'e term :*/e#tive is also informally
+se! to mean a Re,+irement. (ee :+t#ome.
:*ie#tiv (#o$+l !efinit al +n+i )ro#es, al +nei "#tivitati sa+ al +nei
:r&ani2atii #a si intre&. :*ie#tivele s+nt !e o*i#ei e.$rimate in
tinte mas+ra*ile. Termen+l !e :*ie#tiv este folosit informal
$entr+ o 0erinta. Ve2i Re2+ltat.
:ff t'e ('elf (ynonym for 0ommer#ial :ff t'e ('elf. Be $e raftC9CLa
#'eieC 7(ol+tie
stan!ar!,Ce6a
&ataC8
(inonim $entr+ )ro!+s 0omer#ial !in Raft.
:ffi#e of
Government
0ommer#e
7:G08
:G0 o3ns t'e ITIL *ran! 7#o$yri&'t an! tra!emar48. :G0 is
a 1@ Government !e$artment t'at s+$$orts t'e !elivery of
t'e &overnment=s $ro#+rement a&en!a t'ro+&' its 3or4 in
#olla*orative $ro#+rement an! in raisin& levels of
$ro#+rement s4ills an! #a$a*ility 3it' !e$artments. It also
$rovi!es s+$$ort for #om$le. $+*li# se#tor $ro/e#ts.
:fi#i+l !e
0omert
G+vernamental
7:G08
:G0 este $ro$rietara mar#ii ITIL 7!re$t+ri !e a+tor si !e
#omer#iali2are8. :G0 este +n !e$artament al G+vern+l+i Marii
5ritanii #are s$ri/ina o*ie#tivele !e a#'i2itii ale &+vern+l+i $rin
interme!i+l a#'i2itiilor #ola*orative si $rin im*+natatirea
a*ilitatilor si a #a$a*ilitatilor in !e$artamente. e asemenea,
ofera s+$ort $entr+ $roie#te #om$le.e !in se#tor+l $+*li#.
:ffi#e of
)+*li# (e#tor
Information
7:)(I8
:)(I li#ense t'e 0ro3n 0o$yri&'t material +se! in t'e ITIL
$+*li#ations. T'ey are a 1@ Government !e$artment 3'o
$rovi!e online a##ess to 1@ le&islation, li#ense t'e re6+se of
0ro3n #o$yri&'t material, mana&e t'e Information %air
Tra!er (#'eme, maintain t'e GovernmentMs Information
"sset Re&ister an! $rovi!e a!vi#e an! &+i!an#e on offi#ial
$+*lis'in& an! 0ro3n #o$yri&'t.
:fi#i+l !e
Informari
$entr+ (e#tor+l
)+*li# 7:)(I8
:)(I lin#entia2a materialele 0ro3n 0o$yri&'t folosite in
$+*li#atiile ITIL. -ste +n !e$artament al G+vern+l+i #are ofera
a##ess online la le&islatia 1@, li#entia2a re+tili2area
material+l+i 0ro3n 0o$yri&'t, &estionea2a Information %air
Tra!er (#'eme, mentine re&istr+l *+n+rilor informati#e ale
&+vern+l+i si f+rni2ea2a sfat+ri si in!r+mari $entr+ a##esarea
$+*li#atiilor ofi#iale ale 0ro3n 0o$yri&'t.
:ff6s'ore 0Ser)ice Strategy2 )rovision of (ervi#es from a lo#ation
o+tsi!e t'e #o+ntry 3'ere t'e 0+stomer is *ase!, often in a
!ifferent #ontinent. T'is #an *e t'e $rovision of an IT (ervi#e,
or of s+$$ortin& %+n#tions s+#' as (ervi#e es4.
(ee :n6s'ore, <ear6s'ore.
:ff6s'ore 0Ser)ice Strategy2 0ontra#tarea !e (ervi#ii !intr6o 2ona aflata
in afara tarii in #are f+n#tionea2a 0lient+l, !eseori aflata $e alt
#ontinent. )oate fi vor*a !e #ontra#tarea +n+i (ervi#i+ IT sa+
%+n#tiilor !e s+$ort $re#+m (ervi#e es4. Ve2i :n6s'ore,
<ear6s'ore.
:n6s'ore 0Ser)ice Strategy2 )rovision of (ervi#es from a lo#ation
3it'in t'e #o+ntry 3'ere t'e 0+stomer is *ase!. (ee :ff6
s'ore, <ear6s'ore.
:n6s'ore 0Ser)ice Strategy2 0ontra#tarea !e (ervi#ii !in a#eeasi tara in
#are isi are a#tivitatea 0lient+l. Ve2i :ff6s'ore, <ear6s'ore.
:$erate To $erform as e.$e#te!. " )ro#ess or 0onfi&+ration Item is
sai! to :$erate if it is !eliverin& t'e Re,+ire! o+t$+ts.
:$erate also means to $erform one or more :$erations. %or
e.am$le, to :$erate a #om$+ter is to !o t'e !ay6to6!ay
:$erations nee!e! for it to $erform as e.$e#te!.
:$era " f+n#tiona in $arametrii normali. (e s$+ne !es$re +n )ro#es
sa+ +n -lement !e 0onfi&+ratie #a :$erea2a 7sa+ este
:$erational8 in moment+l in #are f+rni2ea2a re2+ltatele 0er+te.
" :$era se refera si la a#ti+nea !e a efe#t+a +na sa+ mai
m+lte :$erati+ni. e e.em$l+, a :$era +n #al#+lator
inseamna a efe#t+a :$erati+nile !e 2i #+ 2i ne#esare $entr+ a
f+n#tiona normal. 7a!i#a !e a $ro!+#e re2+ltatele #are s+nt
!orite8
:$eration 0Ser)ice 1peration2 ay6to6!ay mana&ement of an IT
(ervi#e, (ystem, or ot'er 0onfi&+ration Item. :$eration is
also +se! to mean any $re6!efine! "#tivity or Transa#tion.
%or e.am$le loa!in& a ma&neti# ta$e, a##e$tin& money at a
$oint of sale, or rea!in& !ata from a !is4 !rive.
:$erare 0Ser)ice 1peration2 Gestionarea 2ilni#a a +n+i (ervi#i+ IT,
(istem, sa+ alt -lement !e 0onfi&+ratie. )rin :$erare se
intele&e si ori#e "#tivitate sa+ Tran2a#tie $re!efinita. e
e.em$l+, a s#'im*a o *an!a ma&neti#a, a $rimi *ani la +n
&'ise+ sa+ a #iti !ate !e $e +n !is4.
:$erational T'e lo3est of t'ree levels of )lannin& an! !elivery 7(trate&i#,
Ta#ti#al, :$erational8. :$erational "#tivities in#l+!e t'e !ay6
to6!ay or s'ort term )lannin& or !elivery of a 5+siness
)ro#ess or IT (ervi#e Mana&ement )ro#ess.
T'e term :$erational is also a synonym for Live.
:$erational 0el mai /os !intre #ele trei nivele !e )lanifi#are si livrare
7(trate&i#, Ta#ti#, :$erational8. "#tivitatile :$erationale
$res+$+n )lanifi#area si livrarea 2ilni#a sa+ $e termen s#+rt a
+n+i )ro#es !e "fa#ere sa+ a +n+i )ro#es al Mana&ement+l
(ervi#iilor IT. Termen+l :$erational este sinonim si #+ In
)ro!+#tie.
:$erational
0ost
0ost res+ltin& from r+nnin& t'e IT (ervi#es. :ften re$eatin&
$ayments. %or e.am$le staff #osts, 'ar!3are maintenan#e
an! ele#tri#ity 7also 4no3n as I#+rrent e.$en!it+reI or
Ireven+e e.$en!it+reI8. (ee 0a$ital -.$en!it+re.
0ost
:$erational
0ost+l re2+ltat !in !er+larea !e (ervi#iilor IT. eseori, $lati
$erio!i#e.e e.em$l+ $latile salariilor, #ele $entr+ mententa
'ar!3are si ele#tri#itate 7a!i#a #'elt+ieli #+rente8. Ve2i
0'elt+ieli !e 0a$ital.
:$erational
-.$en!it+re
7:)-F8
(ynonym for :$erational 0ost. 0'elt+ieli
:$erationale
7:)-F8
(inonim $entr+ 0ost :$erational.
:$erational
Level
"&reement
7:L"8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "n
"&reement *et3een an IT (ervi#e )rovi!er an! anot'er $art
of t'e same :r&anisation. "n :L" s+$$orts t'e IT (ervi#e
)rovi!er=s !elivery of IT (ervi#es to 0+stomers. T'e :L"
!efines t'e &oo!s or (ervi#es to *e $rovi!e! an! t'e
res$onsi*ilities of *ot' $arties. %or e.am$le t'ere #o+l! *e
an :L"
1 A *et3een t'e IT (ervi#e )rovi!er an! a $ro#+rement
!e$artment to o*tain 'ar!3are in a&ree! times
A *et3een t'e (ervi#e es4 an! a (+$$ort Gro+$ to $rovi!e
In#i!ent Resol+tion in a&ree! times.
(ee (ervi#e Level "&reement.
"#or! $entr+
<ivel+l
:$erational
"&reat 7al
(ervi#iilor8
7:L"8
1n "#or! intre +n %+rni2or !e (ervi#ii IT si o alta str+#t+ra !in
a##easi :r&ani2atie. 1n :L" re&lementea2a $restarea !e
(ervi#ii IT !e #atre %+rni2orii !e (ervi#ii IT $entr+ 0lienti. :L"
!efineste *+n+rile sa+ (ervi#iile oferite si res$onsa*ilitatile
as+mate !e am*ele $arti. e e.em$l+, +n :L" ar $+tea fi
in#'eiat intre ?
%+rni2or+l !e (ervi#ii IT si +n !e$artament !e a#'i2itie
$entr+ a asi&+ra a$rovi2ionarea #+ e#'i$ament
'ar!3are la momente sta*ilite.
(ervi#e es4 si Gr+$+ri !e (+$ort $entr+ a oferi
Re2olvarea In#i!entelor in interval+l !e tim$ a&reat.
Ve2i "#or! <ivel (ervi#i+ "&reat
:$erations
5ri!&e
0Ser)ice 1peration2 " $'ysi#al lo#ation 3'ere IT (ervi#es
an! IT Infrastr+#t+re are monitore! an! mana&e!.
0entr+ !e
0ontrol
0Ser)ice 1perations2 : lo#atie fi2i#a !e +n!e (ervi#iile IT si
Infrastr+#t+ra IT s+nt monitori2ate si o$erate.
:$erations
0ontrol
(ynonym for IT :$erations 0ontrol. 0ontrol+l
:$erati+nilor
(inonim $entr+ 0ontrol+l :$erati+nilor IT.
:$erations
Mana&ement
(ynonym for IT :$erations Mana&ement. Mana&ement+l
:$erati+nilor
(inonim $entr+ Mana&ement+l :$erati+nilor IT.
:$$ort+nity
0ost
0Ser)ice Strategy2 " 0ost t'at is +se! in !e#i!in& *et3een
investment #'oi#es. :$$ort+nity 0ost re$resents t'e reven+e
t'at 3o+l! 'ave *een &enerate! *y +sin& t'e Reso+r#es in a
!ifferent 3ay. %or e.am$le t'e :$$ort+nity 0ost of
$+r#'asin& a ne3 (erver may in#l+!e not #arryin& o+t a
(ervi#e Im$rovement a#tivity t'at t'e money #o+l! 'ave
*een s$ent on. :$$ort+nity #ost analysis is +se! as $art of a
!e#ision ma4in& $ro#esses, *+t is not treate! as an a#t+al
0ost in any finan#ial statement.
0ost+l
:$ort+nitatii
0Ser)ice Strategy2 1n 0ost #are este folosit $entr+ a !e#i!e
intre mai m+lt variante !e investitie. Re$re2inta venit+l #are ar
$+tea fi o*tin+t +tili2an! Res+rsele in !iferite mo!+ri. e
e.em$l+, 0ost+l !e :$ort+nitate al a#'i2itiei +n+i no+ (erver
ar $+tea in#l+!e neefe#t+area +nei a#tivitati !e Im*+natatire a
(ervi#iilor efe#t+ate #+ a#eiasi *ani. 0ost+l !e :$ort+nitate
este folosit #a element in $ro#es+l !e l+are al !e#i2iilor, !ar n+
este tratat #a +n 0ost efe#tiv in ni#i +n !o#+ment finan#iar.
:$timise Revie3, )lan an! re,+est 0'an&es, in or!er to o*tain t'e
ma.im+m -ffi#ien#y an! -ffe#tiveness from a )ro#ess,
0onfi&+ration Item, "$$li#ation et#.
:$timi2are Revi2+ieste, )lanifi#a si soli#ita (#'im*ari, #+ s#o$+l !e a
o*tine ma.im+m !e -fi#ienta si -fe#tivitate !intr6+n )ro#es,
-lement !e 0onfi&+ratie, "$li#atie et#
:r&anisation " #om$any, le&al entity or ot'er instit+tion. -.am$les of
:r&anisations t'at are not #om$anies in#l+!e International
(tan!ar!s :r&anisation or it(M%. T'e term :r&anisation is
sometimes +se! to refer to any entity 3'i#' 'as )eo$le,
Reso+r#es an! 5+!&ets. %or e.am$le a )ro/e#t or 5+siness
1nit.
:r&ani2atie : #om$anie, entitate le&ala sa+ alta instit+tie. 1n e.em$l+ !e
or&ani2atie #are n+ este #om$anie este :r&ani2atia
Internationala !e (tan!ar!i2are I(: sa+ it(M%.Termen+l !e
:r&ani2atie se refera +neori in mo! &eneral la ori#e str+#t+ra
#are $res+$+ne :ameni, Res+rse si 5+&ete. e e.em$l+ +n
)roie#t sa+ 1nitate !e 5+siness.
:+t#ome T'e res+lt of #arryin& o+t an "#tivity> follo3in& a )ro#ess>
!eliverin& an IT (ervi#e et#. T'e term :+t#ome is +se! to
refer to inten!e! res+lts, as 3ell as to a#t+al res+lts.
(ee :*/e#tive.
Re2+ltat 1rmare a !esfas+rarii +nei "#tivitati, )ro#es sa+ a livrarii +n+i
(ervi#i+ IT et#. Termen+l Re2+ltat este folosit atat $entr+
re2+ltatele o*tin+te efe#tiv #at si $entr+ #ele estimate, +rmarite
sa+ !orite. Ve2i :*ie#tiv.
:+tso+r#in& 0Ser)ice Strategy2 1sin& an -.ternal (ervi#e )rovi!er to
mana&e IT (ervi#es.
(ee (ervi#e (o+r#in&, Ty$e III (ervi#e )rovi!er.
-.ternali2are 0Ser)ice Strategy 2 %olosirea +nor %+rni2or !e (ervi#ii -.tern
$entr+ a a!ministra (ervi#iile IT.
Ve2i :ri&inea (ervi#i+l+i, %+rni2or !e servi#ii !e ti$ III.
:ver'ea! (ynonym for In!ire#t #ost :ver'ea! (inonim $entr+ 0ost In!ire#t
)ain Val+e
"nalysis
0Ser)ice 1peration2 " te#'ni,+e +se! to 'el$ i!entify t'e
5+siness Im$a#t of one or more )ro*lems. " form+la is +se!
to #al#+late )ain Val+e *ase! on t'e n+m*er of 1sers
affe#te!, t'e !+ration of t'e o3ntime, t'e Im$a#t on ea#'
1ser, an! t'e #ost to t'e 5+siness 7if 4no3n8.
"nali2a )ain
Val+e
0Ser)ice 1peration2 Te'ni#a folosita $entr+ a a/+ta
i!entifi#area Im$a#t+l+i as+$ra "fa#erii a +neia sa+ mai m+ltor
)ro*leme. (e foloseste o form+la $entr+ a #al#+la )ain Val+e,
$e *a2a n+mar+l !e 1tili2atori afe#tati, !+rata Tim$+l+i !e
Intrer+$ere, Im$a#t+l as+$ra fie#ar+i 1tili2ator si $ret+l $latit !e
"fa#ere 7!a#a se $oate #al#+la8
)areto
)rin#i$le
0Ser)ice 1peration2 " te#'ni,+e +se! to $rioritise "#tivities.
T'e )areto )rin#i$le says t'at 80H of t'e val+e of any
"#tivity is #reate! 3it' 20H of t'e effort. )areto "nalysis is
also +se! in )ro*lem Mana&ement to $rioritise $ossi*le
)ro*lem #a+ses for investi&ation.
)rin#i$i+l
)areto
0Ser)ice 1peration2 Te'ni#a folosita $entr+ a $rioriti2a
"#tivitatile. )rin#i$i+l )areto s$+ne #a 20H !in efort+l
efe#t+arii +nei "#tivitati este res$onsa*il $entr+ o*tinerea a
80H !in re2+ltate. "nali2a )areto este, !e asemenea, folosita
in Mana&ement+l )ro*lemelor $entr+ a $rioriti2a $osi*ile
#a+2e ale +nor )ro*leme, $entr+ investi&are.
)artners'i$ " relations'i$ *et3een t3o :r&anisations 3'i#' involves
3or4in& #losely to&et'er for #ommon &oals or m+t+al *enefit.
T'e IT (ervi#e )rovi!er s'o+l! 'ave a )artners'i$ 3it' t'e
5+siness, an! 3it' T'ir! )arties 3'o are #riti#al to t'e
!elivery of IT (ervi#es.
(ee Val+e <et3or4.
)arteneriat Relatie intre !o+a :r&ani2atii #are $res+$+ne #ola*orare
$entr+ atin&erea +nor s#o$+ri #om+ne sa+ *enefi#ii re#i$ro#e.
%+rni2or+l !e (ervi#ii IT ar tre*+i sa f+n#tione2e in re&im !e
$arteneriat #+ "fa#erea $re#+m si #+ )arti Terte9)artenerii
-.terni #are !etin +n rol #'eie in f+rni2area (ervi#iilor IT. Ve2i?
Val+e <et3or4
)assive
Monitorin&
0Ser)ice 1peration2 Monitorin& of a 0onfi&+ration Item, an
IT (ervi#e or a )ro#ess t'at relies on an "lert or notifi#ation
to !is#over t'e #+rrent stat+s. (ee "#tive Monitorin&.
Monitori2area
)asiva
0Ser)ice 1peration2 2 Monitori2area +n+i -lement !e
0onfi&+ratie, (ervi#i+ IT sa+ )ro#es #are !e$in!e !e
&enerarea +nei "lerte sa+ notifi#ari $entr+ a avea o $rivire !e
ansam*l+ #ore#ta as+$ra starii sistem+l+i. Ve2i Monitori2are
"#tiva.
)attern of
5+siness
"#tivity 7)5"8
0Ser)ice Strategy2 " Eor4loa! $rofile of one or more
5+siness "#tivities. )atterns of 5+siness "#tivity are +se! to
'el$ t'e IT (ervi#e )rovi!er +n!erstan! an! $lan for !ifferent
levels of 5+siness "#tivity.
(ee 1ser )rofile.
)rofil+l
"#tivitatii !e
"fa#ere9
5+siness 7)5"8
0Ser)ice (esign2 1n $rofil !e In#ar#are $entr+ +n+l sa+ mai
m+lte "#tivitati ale +nei "fa#eri. )rofil+l "#tivitatilor +nei "fa#eri
s+nt folosite $entr+ a a/+ta %+rni2or+l !e (ervi#ii IT sa
intelea&a si sa $lanifi#e !iferite nivele ale "#tivitatilor "fa#erii.
Ve2i )rofil !e 1tili2ator.
)er#enta&e
+tilisation
0Ser)ice (esign2 T'e amo+nt of time t'at a 0om$onent is
*+sy over a &iven $erio! of time. %or e.am$le, if a 0)1 is
*+sy for 1800 se#on!s in a one 'o+r $erio!, its +tilisation is
N0H
)ro#ent !e
1tili2are
0Ser)ice (esign2 )erioa!a !e tim$, e.$rimata in $ro#ente, !in
interval+l !e tim$ anali2at in #are o 0om$onenta este +tili2ata.
e e.em$l+, !a#a +n $ro#esor este +tili2at tim$ !e 1800 !e
se#+n!e intr6o $erioa!a !e o ora, s$+nem #a +tili2area sa este
!e N0H.
)erforman#e " meas+re of 3'at is a#'ieve! or !elivere! *y a (ystem,
$erson, team, )ro#ess, or IT (ervi#e.
)erformanta Termen folosit $entr+ a e.$rima valoarea re2+ltatelor o*tin+te
sa+ livrate !e +n (istem, $ersoana, e#'i$a, )ro#es, sa+
(ervi#i+ IT.
)erforman#e
"natomy
0Ser)ice Strategy2 "n a$$roa#' to :r&anisational 0+lt+re
t'at inte&rates, an! a#tively mana&es, lea!ers'i$ an!
strate&y, $eo$le !evelo$ment, te#'nolo&y ena*lement,
$erforman#e mana&ement an! innovation.
"natomia
$erformantei
0Ser)ice Strategy2 : a*or!are a 0+lt+rii :r&ani2ationale #are
inte&rea2a si &estionea2a a#tive, #on!+#erea si strate&ia,
!e2voltarea $rofesionala a $ersonal+l+i, mana&ement+l
$erformantei si inovatia.
)erforman#e
Mana&ement
0'ontinual Ser)ice "mpro)ement2 T'e )ro#ess res$onsi*le
for !ay6to6!ay 0a$a#ity Mana&ement "#tivities. T'ese
in#l+!e Monitorin&, T'res'ol! !ete#tion, )erforman#e
analysis an! T+nin&, an! im$lementin& 0'an&es relate! to
)erforman#e an! 0a$a#ity.
Mana&ement+l
)erformantei
0'ontinual Ser)ice "mpro)ement2 )ro#es+l res$onsa*il !e
"#tivitatile Mana&ement+l+i 0a$a#itatii 2ilni#e. In#l+!e
Monitori2area, !ete#tia )ra&+l+i7!e alerta8, anali2a
)erformantei si :$timi2area, si im$lementarea (#'im*arilor #a
ras$+ns la eval+area )erformantei si 0a$a#itatii.
)ilot 0Ser)ice #ransition2 " limite! e$loyment of an IT (ervi#e,
a Release or a )ro#ess to t'e Live -nvironment. " )ilot is
+se! to re!+#e Ris4 an! to &ain 1ser fee!*a#4 an!
"##e$tan#e.
(ee Test, -val+ation.
)ilot 0Ser)ice #ransition2 : im$lementare limitata a (ervi#iilor IT, a
+n+i )a#'et !e istri*+tie sa+ a +n+i )ro#es in Me!i+l+i !e
)ro!+#tie. 1n )ilot este folosit $entr+ a re!+#e Ris#+l, si
$entr+ a o*tine o eval+are si "##e$tanta !e la 1tili2ator.
Ve2i Test, -val+are.
)lan " !etaile! $ro$osal 3'i#' !es#ri*es t'e "#tivities an!
Reso+r#es nee!e! to a#'ieve an :*/e#tive. %or e.am$le a
)lan to im$lement a ne3 IT (ervi#e or )ro#ess. I(:9I-0
20000 re,+ires a )lan for t'e mana&ement of ea#' IT
(ervi#e Mana&ement )ro#ess.
)lan 1n $roie#t !etaliat #are !es#rie "#tivitatile si Res+rsele
ne#esare $entr+ a atin&e +n :*ie#tiv. e e.em$l+, +n )lan
#are im$lementea2a +n (ervi#i+ IT no+ sa+ +n )ro#es.
I(:9I-0 20000 ne#esita +n )lan $entr+ a a!ministra fie#are
)ro#es al Mana&ement+l+i (ervi#iilor IT.
)lan6o6
0'e#46"#t
0'ontinual Ser)ice "mpro)ement2 " fo+r sta&e #y#le for
)ro#ess mana&ement, attri*+te! to -!3ar! emin&. )lan6
o60'e#46"#t is also #alle! t'e emin& 0y#le.
)L"<? esi&n or revise )ro#esses t'at s+$$ort t'e IT
(ervi#es.
:? Im$lement t'e )lan an! mana&e t'e )ro#esses.
0;-0@? Meas+re t'e )ro#esses an! IT (ervi#es, #om$are
3it' :*/e#tives an! $ro!+#e re$orts
"0T? )lan an! im$lement 0'an&es to im$rove t'e
)ro#esses.
)lanifi#a6
-.e#+ta6
Verifi#a6
"#tionea2a
7)0"8
0'ontinual Ser)ice "mpro)ement2 1n #i#l+ !in $atr+ eta$e
$entr+ &estionarea +n+i )ro#es, atri*+it l+i -!3ar! emin&.
)lanifi#a6-.e#+ta6Verifi#a6"#tionea2a mai $oarta !en+mirea si
!e 0i#l+l emin&.
)L"<I%I0"? )roie#tea2a sa+ revi2+ieste )ro#esele #are s+stin
(ervi#iile IT.
-F-01T"? Im$lementea2a )lan+l si &estionea2a )ro#esele.
V-RI%I0"? Masoara )ro#esele si (ervi#iile IT, le #om$ara #+
:*ie#tivele si #reea2a ra$oarte.
"0TI:<-"S"? )lanifi#a si im$lementea2a (#'im*arile $entr+
a im*+natatii )ro#esele.
)lanne!
o3ntime
0Ser)ice (esign2 "&ree! time 3'en an IT (ervi#e 3ill not *e
availa*le. )lanne! o3ntime is often +se! for maintenan#e,
+$&ra!es an! testin&.
(ee 0'an&e Ein!o3, o3ntime.
Tim$ !e
Intrer+$ere
)lanifi#at
0Ser)ice (esign2 1n tim$ a&reat, #an! +n (ervi#i+ IT va fi
in!is$oni*il. "#est tim$ este !es folosit $entr+ intretinere,
+$&ra!e6+ri si testari.
Ve2i %ereastra !e intro!+#ere a (#'im*arilor, Tim$ !e
Intrer+$ere.
)lannin& "n "#tivity res$onsi*le for #reatin& one or more )lans. %or
e.am$le, 0a$a#ity )lannin&.
)lanifi#are : "#tivitate res$onsa*ila $entr+ #rearea +n+ia sa+ mai m+ltor
)lan+ri. e e.em$l+, )lanifi#area 0a$a#itatii.
)M5:@ " )ro/e#t mana&ement (tan!ar! maintaine! an! $+*lis'e!
*y t'e )ro/e#t Mana&ement Instit+te. )M5:@ stan!s for
)ro/e#t Mana&ement 5o!y of @no3le!&e. (ee
'tt$?99333.$mi.or&9 for more information.
(ee )RI<0-2.
)M5:@ 1n (tan!ar! $entr+ Mana&ement+l )roie#telor intretin+t si
$+*li#at !e Instit+t+l !e Mana&ement ale )roie#telor )MI.
)M5:@ $rovine !e la (et+l !e 0+nostinte in Mana&ement+l
!e )roie#t. )entr+ mai m+lte informatii a##esea2a
'tt$?99333.$mi.or&9. Ve2i )RI<0-2.
)oli#y %ormally !o#+mente! mana&ement e.$e#tations an!
intentions. )oli#ies are +se! to !ire#t !e#isions, an! to
ens+re #onsistent an! a$$ro$riate !evelo$ment an!
im$lementation of )ro#esses, (tan!ar!s, Roles, "#tivities, IT
Infrastr+#t+re et#.
)oliti#a "ste$tarile si intentiile mana&eriale !o#+mentate ofi#ial.
)oliti#ile s+nt folosite $entr+ a !ire#tiona !e#i2iile si $entr+ a
asi&+ra !e2voltarea #onsistenta si $otrivita, $re#+m si
im$lementarea )ro#eselor, (tan!ar!elor, Rol+rilor, "#tivitatilor,
Infrastr+#t+rii IT et#.
)orta*le
%a#ility
0Ser)ice (esign2 " $refa*ri#ate! *+il!in&, or a lar&e ve'i#le,
$rovi!e! *y a T'ir! )arty an! move! to a site 3'en nee!e!
*y an IT (ervi#e 0ontin+ity )lan.
(ee Re#overy :$tion, %i.e! %a#ility.
%a#ilitate
Mo*ila 7sens
!e #onstr+#tie
mo*ila8
0Ser)ice (esign2 : #onstr+#tie $refa*ri#ata, sa+ +n ve'i#+l
mare, $rovenit !e la o Terta )arte si $o2itionata intr6o lo#atie
at+n#i #an! este nevoie intr6+n )lan !e 0ontin+itate al
(ervi#i+l+i IT. Ve2i Variante !e Re#+$erare, %a#ilitate %i.a.
)ost
Im$lementatio
n Revie3
" Revie3 t'at ta4es $la#e after a 0'an&e or a )ro/e#t 'as
*een im$lemente!. " )IR !etermines if t'e 0'an&e or
)ro/e#t 3as s+##essf+l, an! i!entifies o$$ort+nities for
"nali2a )ost
Im$lementare
7)IR8
: Revi2+ire #are are lo# !+$a #e o (#'im*are sa+ +n )roie#t
#e to#mai a fost im$lementat7a8. 1n )IR !etermina !a#a
(#'im*area sa+ )roie#t+l a fost reali2at #+ s+##es si i!entifi#a
7)IR8 im$rovement. o$ort+nitatile $entr+ im*+natatire.
)ra#ti#e " 3ay of 3or4in&, or a 3ay in 3'i#' 3or4 m+st *e !one.
)ra#ti#es #an in#l+!e "#tivities, )ro#esses, %+n#tions,
(tan!ar!s an! G+i!elines.
(ee 5est )ra#ti#e.
)ra#ti#a 1n mo! !e l+#r+ sa+ +n mo! $rin #are a#el l+#r+ tre*+ie
reali2at. )ra#ti#ile $ot in#l+!e? "#tivitati, )ro#ese, %+n#tii,
(tan!ar!e si In!r+mari.
Ve2i 5+na )ra#ti#a.
)rere,+isite
for (+##ess
7)%(8
"n "#tivity t'at nee!s to *e #om$lete!, or a #on!ition t'at
nee!s to *e met, to ena*le s+##essf+l im$lementation of a
)lan or )ro#ess. " )%( is often an o+t$+t from one )ro#ess
t'at is a re,+ire! in$+t to anot'er )ro#ess.
0on!itie
<e#esara
$entr+ (+##es
7)%(8
: "#tivitate #are tre*+ie terminata sa+ o #on!itie #are tre*+ie
intr+nita $entr+ a avea lo# im$lementarea #+ s+##es, a +n+i
)lan sa+ al +n+i )ro#es. 1n )%( este re2+ltat+l +n+i )ro#es
#are la ran!+l l+i este o intrare #atre +n alt )ro#es.
)ri#in& 0Ser)ice Strategy2 T'e "#tivity for esta*lis'in& 'o3 m+#'
0+stomers 3ill *e 0'ar&e!.
(ta*ilire $ret+ri 0Ser)ice Strategy2 "#tivitatea !e a sta*ili #+ #at vor fi Ta.ati
0lientii.
)RI<0-2 T'e stan!ar! 1@ &overnment met'o!olo&y for )ro/e#t
mana&ement. (ee 'tt$?99333.o&#.&ov.+49$rin#e29 for more
information.
(ee )M5:@.
)RI<0-2 Meto!olo&ia stan!ar! a &+vern+l+i 1@ $entr+ Mana&ement+l+i
!e )roie#t. )entr+ mai m+lte informatii ve2i
'tt$?99333.o&#.&ov.+49$rin#e29.
Ve2i )M5:@.
)riority 0Ser)ice #ransition2 0Ser)ice 1peration2 " 0ate&ory +se!
to i!entify t'e relative im$ortan#e of an In#i!ent, )ro*lem or
0'an&e. )riority is *ase! on Im$a#t an! 1r&en#y, an! is
+se! to i!entify re,+ire! times for a#tions to *e ta4en. %or
e.am$le t'e (L" may state t'at )riority2 In#i!ents m+st *e
resolve! 3it'in 12 'o+rs.
)rioritate 0Ser)ice #ransition2 0Ser)ice 1peration2 : 0ate&orie folosita
$entr+ a i!entifi#a im$ortanta relativa a +n+i In#i!ent, a +nei
)ro*leme sa+ a +nei (#'im*ari. )rioritatea se *a2ea2a $e
Im$a#t si $e 1r&enta si este folosita $entr+ a i!entifi#a tim$ii
ne#esari $entr+ #a a#tivitatile sa ai*a lo#. e e.em$l+ (L"
$oate $re#i2a #a In#i!entele !e tim$+l )riority2 sa fie re2olvate
in ma.im 12 ore.
)roa#tive
Monitorin&
0Ser)ice 1peration2 Monitorin& t'at loo4s for $atterns of
-vents to $re!i#t $ossi*le f+t+re %ail+res.
(ee Rea#tive Monitorin&.
Monitori2are
)roa#tiva
0Ser)ice 1peration2 Monitori2area #are #a+ta tren!6+ri ale
+nor -venimente in s#o$+l $re2i#erii +nor $osi*ile viitoare
efe#ti+ni. Ve2i Monitori2area Rea#tiva.
)roa#tive
)ro*lem
Mana&ement
0Ser)ice 1peration2 )art of t'e )ro*lem Mana&ement
)ro#ess. T'e :*/e#tive of )roa#tive )ro*lem Mana&ement is
to i!entify )ro*lems t'at mi&'t ot'er3ise *e misse!.
)roa#tive )ro*lem Mana&ement analyses In#i!ent Re#or!s,
an! +ses !ata #olle#te! *y ot'er IT (ervi#e Mana&ement
)ro#esses to i!entify tren!s or si&nifi#ant )ro*lems.
Mana&ement
)roa#tiv al
)ro*lemelor
0Ser)ice 1peration2 )arte !in )ro#es+l Mana&ement+l+i
)ro*lemelor. :*ie#tiv+l Mana&ement+l+i )roa#tiv al
)ro*lemelor este !e a i!entifi#a )ro*lemele, #are altfel ar tre#e
neo*servate. Mana&ement+l )roa#tiv al )ro*lemelor
anali2ea2a Inre&istrarile In#i!entelor si foloseste !atele
#ole#tate !e alte )ro#ese ale Mana&ement+l+i (ervi#iilor IT
$entr+ a i!entifi#a ten!intele sa+ )ro*lemele semnifi#ative.
)ro*lem 0Ser)ice 1peration2 " #a+se of one or more In#i!ents. T'e
#a+se is not +s+ally 4no3n at t'e time a )ro*lem Re#or! is
#reate!, an! t'e )ro*lem Mana&ement )ro#ess is
res$onsi*le for f+rt'er investi&ation.
)ro*lema 0Ser)ice 1peration2 0a+2a !in s$atele +n+ia sa+ mai m+ltor
In#i!ente. 0a+2a, n+ este !e o*i#ei #+nos#+ta in moment+l
#rearii +nei Inre&istrari a )ro*lemei, iar )ro#es+l !e
Mana&ement al )ro*lemelor este res$onsa*il $entr+
investi&atiile +lterioare.
)ro*lem
Mana&ement
t'e Life#y#le of all )ro*lems. T'e $rimary :*/e#tives of
)ro*lem Mana&ement are to $revent In#i!ents from
'a$$enin&, an! to minimise t'e Im$a#t of In#i!ents t'at
#annot *e $revente!.
Mana&ement+l
)ro*lemelor
0Ser)ice 1peration2 )ro#es+l res$onsa*il $entr+ &estionarea
0i#l+l+i !e Viata al t+t+ror )ro*lemelor. :*ie#tivele $rimare ale
Mana&ement+l+i )ro*lemelor s+nt !e a $reveni #a In#i!entele
sa se $ro!+#a si !e a minimi2a Im$a#t+l In#i!entelor #are n+
$ot fi $revenite.
)ro*lem
Re#or!
0Ser)ice 1peration2 " Re#or! #ontainin& t'e !etails of a
)ro*lem. -a#' )ro*lem Re#or! !o#+ments t'e Life#y#le of a
sin&le )ro*lem.
Inre&istrare a
)ro*lemei
0Ser)ice 1peration2 : Inre&istrare #ontinan! !etalii ale +nei
)ro*leme. %ie#are Inre&istrare a )ro*lemei !o#+mentea2a
0i#l+l !e Viata al +nei sin&+re )ro*leme.
)ro#e!+re " o#+ment #ontainin& ste$s t'at s$e#ify 'o3 to a#'ieve an
"#tivity. )ro#e!+res are !efine! as $art of )ro#esses.
(ee Eor4 Instr+#tion.
)ro#e!+ra 1n o#+ment #e #ontine $asi #are s$e#ifi#a mo!+l !e a !+#e
la *+n sfarsit o "#tivitate. )ro#e!+rile s+nt !efinite #a fa#an!
$arte !in )ro#ese. Ve2i Instr+#ti+ne !e M+n#a.
)ro#ess " str+#t+re! set of "#tivities !esi&ne! to a##om$lis' a
s$e#ifi# :*/e#tive. " )ro#ess ta4es one or more !efine!
in$+ts an! t+rns t'em into !efine! o+t$+ts. " )ro#ess may
in#l+!e any of t'e Roles, res$onsi*ilities, tools an!
mana&ement 0ontrols re,+ire! to relia*ly !eliver t'e o+t$+ts.
" )ro#ess may !efine )oli#ies, (tan!ar!s, G+i!elines,
"#tivities, an! Eor4 Instr+#tions if t'ey are nee!e!.
)ro#es 1n set str+#t+rat !e "#tivitati $roie#tate $entr+ a atin&e +n
:*ie#tiv s$e#ifi#. 1n )ro#es $orneste #+ an+mite intrari si le
transforma in re2+ltat+l !orit. 1n )ro#es $oate in#l+!e Rol+rile,
res$onsa*ilitatile, instr+mente si 0ontroale !e mana&ement,
ne#esare $entr+ a livra #+ in#re!ere re2+ltatele !orite. 1n
)ro#es $oate !efini, !a#a s+nt ne#esare, )oliti#i, (tan!ar!e,
In!r+mare, "#tivitati si Instr+#ti+ni !e L+#r+.
)ro#ess
0ontrol
T'e "#tivity of $lannin& an! re&+latin& a )ro#ess, 3it' t'e
:*/e#tive of $erformin& t'e )ro#ess in an -ffe#tive, -ffi#ient,
an! #onsistent manner.
0ontrol+l
)ro#es+l+i
"#tivitatea !e a $lanifi#a si !e a re&la +n )ro#es, #+ :*ie#tiv+l
!e a in!e$lini +n )ro#es intr6o maniera -fe#tiva, -fi#ienta si
#onsistenta.
)ro#ess
Mana&er
" Role res$onsi*le for :$erational mana&ement of a
)ro#ess. T'e )ro#ess Mana&er=s res$onsi*ilities in#l+!e
)lannin& an! #o6or!ination of all "#tivities re,+ire! to #arry
o+t, monitor an! re$ort on t'e )ro#ess. T'ere may *e several
)ro#ess Mana&ers for one )ro#ess, for e.am$le re&ional
0'an&e Mana&ers or IT (ervi#e 0ontin+ity Mana&ers for
ea#' !ata #entre. T'e )ro#ess Mana&er Role is often
assi&ne! to t'e $erson 3'o #arries o+t t'e )ro#ess :3ner
Role, *+t t'e t3o Roles may *e se$arate in lar&er
:r&anisations.
Mana&er !e
)ro#es
1n Rol res$onsa*il $entr+ mana&ement+l :$erational al +n+i
)ro#es. Res$onsa*ilitatile Mana&er+l+i !e )ro#es in#l+!
)lanifi#area si #oor!onarea t+t+ror "#tivitatilor ne#esare
in!e$linirii, monitori2arii si ra$ortarii +n+i )ro#es. )ot fi mai
m+lti Mana&eri !e )ro#es $entr+ +n )ro#es, !e e.em$l+
Mana&eri !e (#'imare re&ionala sa+ Mana&eri al 0ontin+itatii
(ervi#iilor IT $entr+ fie#are #entr+ !e !ate. Rol+l Mana&er+l+i
!e )ro#es este !es atri*+it $ersoanei #are in!e$lineste rol+l
Res$onsa*il+l+i !e )ro#es, !ar #ele !o+a rol+ri $ot fi se$arate
intr6o :r&ani2atie mai mare.
)ro#ess
:3ner
" Role res$onsi*le for ens+rin& t'at a )ro#ess is %it for
)+r$ose. T'e )ro#ess :3nerMs res$onsi*ilities in#l+!e
s$onsors'i$, esi&n, 0'an&e Mana&ement an! #ontin+al
im$rovement of t'e )ro#ess an! its Metri#s. T'is Role is
often assi&ne! to t'e same $erson 3'o #arries o+t t'e
)ro#ess Mana&er Role, *+t t'e t3o Roles may *e se$arate in
lar&er :r&anisations.
Res$onsa*il !e
)ro#es
1n Rol res$onsa*il #a )ro#es+l este )otrivit $entr+ (#o$.
Ras$+n!erile Res$onsa*il+l+i !e )ro#es in#l+! s$onsori2area,
)roie#tarea, Mana&ement+l (#'im*arii si im*+natatirea
#ontin+a a )ro#es+l+i si a Metri#elor 7!e $erformanta8 al
a#est+ia. "#est rol este !es atri*+it a#eleiasi $ersoane #are
in!e$lineste Rol+l Mana&er+l+i !e )ro#es, !ar #ele !o+a
Rol+ri $ot fi se$arate intr6o :r&ani2atie mai mare.
)ro!+#tion
-nvironment
(ynonym for Live -nvironment. Me!i+ !e
)ro!+#tie
(inonim #+ Me!i+ !e )ro!+#tie 7Live -nvironment8.
)rofit 0entre 0Ser)ice Strategy2 " 5+siness 1nit 3'i#' #'ar&es for
(ervi#es $rovi!e!. " )rofit 0entre #an *e #reate! 3it' t'e
o*/e#tive of ma4in& a $rofit, re#overin& 0osts, or r+nnin& at a
loss. "n IT (ervi#e )rovi!er #an *e r+n as a 0ost 0entre or a
)rofit 0entre.
0entr+ !e )rofit 0Ser)ice Strategy2 : 1nitate !e "fa#ere #are ta.ea2a $entr+
(ervi#iile f+rni2ate. 1n 0entr+ !e )rofit $oate fi #reat #+
o*ie#tiv+l !e a reali2a $rofit, !e a6si re#+$era 0ost+rile sa+ !e
a f+n#tiona in $ier!ere. 1n %+rni2or !e (ervi#ii IT $oate
f+n#tiona #a +n 0entr+ !e 0ost sa+ #a +n 0entr+ !e )rofit.
$ro6forma " tem$late, or e.am$le o#+ment #ontainin& e.am$le !ata
t'at 3ill *e re$la#e! 3it' t'e real val+es 3'en t'ese are
availa*le.
)roforma 1n mo!el sa+ +n e.em$l+ !e o#+ment #are #ontine !ate, #a
si +n e.em$l+ !e #om$letare, #e vor fi inlo#+ite #+ valori reale
#an! a#estea vor fi !is$oni*ile.
)ro&ramme " n+m*er of )ro/e#ts an! "#tivities t'at are $lanne! an!
mana&e! to&et'er to a#'ieve an overall set of relate!
:*/e#tives an! ot'er :+t#omes.
)ro&ram 1n n+mar !e )roie#te si "#tivitati #are s+nt $lanifi#ate si
a!ministrate im$re+na $entr+ a atin&e +n set &lo*al !e
:*ie#tive si !e Re2+ltate.
)ro/e#t " tem$orary :r&anisation, 3it' $eo$le an! ot'er "ssets
re,+ire! to a#'ieve an :*/e#tive or ot'er :+t#ome. -a#'
)ro/e#t 'as a Life#y#le t'at ty$i#ally in#l+!es initiation,
)lannin&, e.e#+tion, 0los+re et#. )ro/e#ts are +s+ally
mana&e! +sin& a formal met'o!olo&y s+#' as )RI<0-2.
)roie#t : :r&ani2atie tem$orara, #+ oameni si alte 5+n+ri ne#esare
$entr+ a atin&e +n :*ie#tiv sa+ alte Re2+ltate. %ie#are )roie#t
are +n 0i#l+ !e Viata ti$i# #are in#l+!e initierea, )lanifi#area,
e.e#+tia, In#'ierea et#. )roie#tele s+nt !eseori a!ministrate
folosin! meto!e formale, #+m ar fi )RI<0-2.
)ro/e#te!
(ervi#e
:+ta&e 7)(:8
0Ser)ice #ransition2 " o#+ment t'at i!entifies t'e effe#t of
$lanne! 0'an&es, maintenan#e "#tivities an! Test )lans on
a&ree! (ervi#e Levels.
In!is$oni*ilitate
)lanifi#ata a
(ervi#i+l+i
7)(:8
0Ser)ice #ransition2 1n o#+ment #are i!entifi#a efe#t+l
$lanifi#arii (#'im*arilor, "#tivitatilor !e intretinere si )lan+rilor
!e Testare a <ivelelor !e (ervi#ii a&reate.
)Ro/e#ts I<
0ontrolle!
-nvironments
7)RI<0-28
(ee )RI<0-2 )roie#te in
Me!ii
0ontrolate
7)RI<0-28
Ve2i )RI<0-2.
L+alifi#ation 0Ser)ice #ransition2 "n "#tivity t'at ens+res t'at IT
Infrastr+#t+re is a$$ro$riate, an! #orre#tly #onfi&+re!, to
s+$$ort an "$$li#ation or IT (ervi#e.
(ee Vali!ation.
0alifi#are 0Ser)ice #ransition2 : "#tivitate #are sa asi&+re #a
Infrastr+#t+ra IT este a!e#vata si #ore#t #onfi&+rata $entr+ a
s+stine o "$li#atie sa+ +n (ervi#i+ IT.
Ve2i Vali!are.
L+ality T'e a*ility of a $ro!+#t, (ervi#e, or )ro#ess to $rovi!e t'e
inten!e! val+e. %or e.am$le, a 'ar!3are 0om$onent #an *e
#onsi!ere! to *e of 'i&' L+ality if it $erforms as e.$e#te!
an! !elivers t'e re,+ire! Relia*ility. )ro#ess L+ality also
re,+ires an a*ility to monitor -ffe#tiveness an! -ffi#ien#y,
an! to im$rove t'em if ne#essary.
(ee L+ality Mana&ement (ystem.
0alitate "*ilitatea +n+i $ro!+s, (ervi#i+ sa+ )ro#es !e a f+rni2a
valoarea s$e#ifi#ata formal. e e.em$l+, o 0om$onenta
'ar!3are $oate fi #onsi!erata !e 0alitate ri!i#ata, !a#a
f+n#tionea2a #onform aste$tarilor si f+rni2ea2a Gra!+l !e
In#re!ere 7in a#ea #om$onenta8 ne#esar. 0alitatea )ro#eselor
ne#esita a!esea a*ilitatea !e a monitori2a -fe#tivitatea si
-fi#ienta si im*+natatirea !a#a este ne#esar.
Ve2i (istem+l !e Mana&ement al 0alitatii.
L+ality
"ss+ran#e
7L"8
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for ens+rin&
t'at t'e L+ality of a $ro!+#t, (ervi#e or )ro#ess 3ill $rovi!e
its inten!e! Val+e.
"si&+rarea
0alitatii 7L"8
0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+ a se asi&+ra
#a, 0alitatea +n+i $ro!+s, (ervi#i+ sa+ )ro#es va f+rni2a
Valoarea $lanifi#ata.
L+ality
Mana&ement
(ystem 7LM(8
0'ontinual Ser)ice "mpro)ement2 T'e set of )ro#esses
res$onsi*le for ens+rin& t'at all 3or4 #arrie! o+t *y an
:r&anisation is of a s+ita*le L+ality to relia*ly meet 5+siness
:*/e#tives or (ervi#e Levels.
(ee I(: P000.
(istem !e
Mana&ement al
0alitatii 7LM(8
0'ontinual Ser)ice "mpro)ement2 (et+l !e )ro#ese
res$onsa*ile #+ asi&+rarea #a toata m+n#a reali2ata !e #atre
:r&ani2atie este !e o 0alitate #ores$+n2atoare asi&+ran!+6se
#a se in!e$lines# :*ie#tivele "fa#erii sa+ <ivelele (ervi#iilor
Ve2i I(: P000.
L+i#4 Ein 0'ontinual Ser)ice "mpro)ement2 "n im$rovement "#tivity
3'i#' is e.$e#te! to $rovi!e a Ret+rn on Investment in a
s'ort $erio! of time 3it' relatively small 0ost an! effort.
(ee )areto )rin#i$le.
L+i#4 Ein
70asti&+ri
Ra$i!e8
0'ontinual Ser)ice "mpro)ement2 : "#tivitate !e
im*+natatire !e la #are se astea$ta sa f+rni2e2e )rofita*ilitate
a Investitiei intr6o $erioa!a s#+rta !e tim$ #+ +n 0ost si +n
efort minim.
Ve2i )rin#i$i+l )areto.
R"0I 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "
Mo!el +se! to 'el$ !efine Roles an! Res$onsi*ilities. R"0I
stan!s for Res$onsi*le, "##o+nta*le, 0ons+lte! an!
Informe!.
R"0I 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 1n
Mo!el folosit $entr+ a a/+ta la !efinirea Rol+rilor si a
Res$onsa*ilitatilor. R"0I este +n a#ronim $entr+ Mana&er 7al
a#tivitatii8, Res$onsa*il, 0ons+ltat si Informat.
(ee (ta4e'ol!er. Ve2i Man!atat.
Rea#tive
Monitorin&
0Ser)ice 1peration2 Monitorin& t'at ta4es a#tion in res$onse
to an -vent. %or e.am$le s+*mittin& a *at#' /o* 3'en t'e
$revio+s /o* #om$letes, or lo&&in& an In#i!ent 3'en an -rror
o##+rs.
(ee )roa#tive Monitorin&.
Monitori2are
Rea#tiva
0Ser)ice 1peration2 Monitori2area #e are lo# #a ras$+ns la +n
-veniment. e e.em$l+, e.e#+tarea +n+i $a#'et !e a#tivitati in
moment+l in #are a#tivitatea anterioara s6a finali2at, sa+
lo&area +n+i In#i!ent at+n#i #an! a$are o -roare.
Ve2i Monitori2area )roa#tiva.
Re#i$ro#al
"rran&ement
0Ser)ice (esign2 " Re#overy :$tion. "n a&reement *et3een
t3o :r&anisations to s'are reso+r#es in an emer&en#y. %or
e.am$le, 0om$+ter Room s$a#e or +se of a mainframe.
:$ti+nea
BIntele&ere
Re#i$ro#aC
0Ser)ice (esign2 : :$ti+ne !e Re#+$erare. : intele&ere intre
!o+a :r&ani2atii !e a im$arti res+rsele in #a2+l +nei +r&ente.
e e.em$l+, s$ati+l alo#at $entr+ #amera serverelor sa+ +n
#al#+lator !e mare $+tere9mainframe.
Re#or! " o#+ment #ontainin& t'e res+lts or ot'er o+t$+t from a
)ro#ess or "#tivity. Re#or!s are evi!en#e of t'e fa#t t'at an
"#tivity too4 $la#e an! may *e $a$er or ele#troni#. %or
e.am$le, an "+!it re$ort, an In#i!ent Re#or!, or t'e min+tes
of a meetin&.
Inre&istrare 1n o#+ment #e #ontine re2+ltate sa+ alte iesiri $rovenite !e
la +n )ro#es sa+ "#tivitate. Inre&istrarile re$re2inta !ova!a #a
o "#tivitate a av+t lo# si $ot fi in format $e 'artie sa+
ele#troni#. e e.em$l+, +n ra$ort !e "+!it, o Inre&istrare a
+n+i In#i!ent sa+ min+tele +nei intalniri.
Re#overy 0Ser)ice (esign2 0Ser)ice 1peration2 Ret+rnin& a
0onfi&+ration Item or an IT (ervi#e to a 3or4in& state.
Re#overy of an IT (ervi#e often in#l+!es re#overin& !ata to a
4no3n #onsistent state. "fter Re#overy, f+rt'er ste$s may *e
nee!e! *efore t'e IT (ervi#e #an *e ma!e availa*le to t'e
1sers 7Restoration8.
Re#+$erare 0Ser)ice (esign2 0Ser)ice 1peration2 Resta+rarea +n+i
-lement !e 0onfi&+ratie sa+ a +n+i (ervi#i+ IT la o stare !e
f+n#tionare. Re#+$erarea +n+i (ervi#i+ IT in#l+!e, !e o*i#ei,
re#+$erarea !atelor la o sit+atie !e #onsistent #+nos#+ta.
+$a Re#+$erare, mai s+nt ne#esari #ativa $asi !e e.e#+tat
inainte #a (ervi#i+l IT sa fie !is$oni*il $entr+ 1tili2atori
7Resta+rarea8.
Re#overy
:$tion
0Ser)ice (esign2 " (trate&y for res$on!in& to an interr+$tion
to (ervi#e. 0ommonly +se! (trate&ies are o <ot'in&,
Man+al Eor4aro+n!, Re#i$ro#al "rran&ement, Gra!+al
Re#overy, Interme!iate Re#overy, %ast Re#overy, Imme!iate
Re#overy. Re#overy :$tions may ma4e +se of !e!i#ate!
fa#ilities, or T'ir! )arty fa#ilities s'are! *y m+lti$le
5+sinesses.
:$ti+ni9
Variante !e
Re#+$erare
0Ser)ice (esign2 : (trate&ie !e ras$+ns la o intrer+$ere a
+n+i (ervi#i+. (trate&ii !es folosite s+nt :$ti+nea B" n+ fa#e
nimi#C, (ol+tie Tem$orara Man+ala, :$ti+nea BIntele&ere
Re#i$ro#aC, :$ti+nea BRe#+$erare )ro&resivaC, Re#+$erare
Interme!iataC, :$ti+nea BRe#+$erare Ra$i!aC, :$ti+nea
BRe#+$erare Ime!iataC. Variantele !e Re#+$erare $ot folosi
fa#ilitati !e!i#ate sa+ fa#ilitatile +nei )arti Terte im$artite !e
mai m+lte "fa#eri.
Re#overy
)oint
:*/e#tive
7R):8
0Ser)ice 1peration2 T'e ma.im+m amo+nt of !ata t'at may
*e lost 3'en (ervi#e is Restore! after an interr+$tion.
Re#overy )oint :*/e#tive is e.$resse! as a len&t' of time
*efore t'e %ail+re. %or e.am$le a Re#overy )oint :*/e#tive
of one !ay may *e s+$$orte! *y !aily 5a#4+$s, an! +$ to 24
'o+rs of !ata may *e lost. Re#overy )oint :*/e#tives for
ea#' IT (ervi#e s'o+l! *e ne&otiate!, a&ree! an!
!o#+mente!, an! +se! as Re,+irements for (ervi#e esi&n
an! IT (ervi#e 0ontin+ity )lans.
7:*ie#tiv+l8
)+n#t !e
Re#+$erare
7R):8
0Ser)ice 1peration2 0antitatea ma.ima !e !ate #e $oate fi
$ier!+ta at+n#i #an! (ervi#i+l este Resta+rat !+$a o
intrer+$ere. :*ie#tiv+l )+n#t !e Re#+$erare este e.$rimat #a
+n interval !e tim$ inaintea efe#ti+nii. e e.em$l+ :*ie#tiv+l
)+n#t !e Re#+$erare !e 1 2i $oate fi s+stin+t !e (alvarile !e
ate 75a#46+$8 2ilni#e, astfel $ot fi $ier!+te #el m+lt !atele !in
+ltimele 24 !e ore. :*ie#tiv+l )+n#t !e Re#+$erare $entr+
fie#are (ervi#i+ IT tre*+ie ne&o#iat, a##e$tat si !o#+mentat, si
folosit #a o 0erinta $entr+ )roie#tarea (ervi#i+l+i si a )lan+l+i
!e 0ontin+itate al (ervi#i+l+i IT.
Re#overy
Time
:*/e#tive
7RT:8
0Ser)ice 1peration2 T'e ma.im+m time allo3e! for re#overy
of an IT (ervi#e follo3in& an interr+$tion. T'e (ervi#e Level
to *e $rovi!e! may *e less t'an normal (ervi#e Level
Tar&ets. Re#overy Time :*/e#tives for ea#' IT (ervi#e
s'o+l! *e ne&otiate!, a&ree! an! !o#+mente!.
7:*ie#tiv+l8
+rata !e
Re#+$erare
7RT:8
0Ser)ice 1peration2 Tim$+l ma.im $ermis $entr+ re#+$erarea
+n+i (ervi#i+ IT #a +rmare a +nei intrer+$eri. <ivel+l (ervi#i+l+i
f+rni2at $oate fi mai mi# !e#at <orma <ivel+l+i (ervi#i+l+i.
:*ie#tiv+l +rata !e Re#+$erare $entr+ fie#are (ervi#i+ IT ar
tre*+i ne&o#iat, a##e$tat si !o#+mentat.
(ee 5+siness Im$a#t "nalysis. Ve2i "nali2a !e Im$a#t as+$ra "fa#erii.
Re!+n!an#y (ynonym for %a+lt Toleran#e.
T'e term Re!+n!ant also 'as a &eneri# meanin& of o*solete,
or no lon&er nee!e!.
Re!+n!ant (inonim $entr+ Tolerant la efe#te.
Termen+l !e Re!+n!anta are, !e asemeni, +n inteles &eneri#
!e inve#'it, !emo!at sa+ #eva !e #are n+ mai este nevoie.
Relations'i$ " #onne#tion or intera#tion *et3een t3o $eo$le or t'in&s. In
5+siness Relations'i$ Mana&ement it is t'e intera#tion
*et3een t'e IT (ervi#e )rovi!er an! t'e 5+siness. In
0onfi&+ration Mana&ement it is a lin4 *et3een t3o
0onfi&+ration Items t'at i!entifies a !e$en!en#y or
#onne#tion *et3een t'em. %or e.am$le "$$li#ations may *e
lin4e! to t'e (ervers t'ey r+n on, IT (ervi#es 'ave many
lin4s to all t'e 0Is t'at #ontri*+te to t'em.
Relatie : le&at+ra sa+ intera#ti+ne intre !oi oameni sa+ !o+a l+#r+ri.
In Mana&ement+l Relatiilor !e "fa#eri a#easta re$re2inta
intera#ti+nea !intre %+rni2or+l !e (ervi#ii IT si "fa#ere. In
Mana&ement+l 0onfi&+ratiei re$re2inta o le&at+ra intre !o+a
-lemente !e 0onfi&+ratie #are i!entifi#a o !e$en!enta sa+ o
le&at+ra intre a#estea. e e.em$l+, "$li#atiile $ot fi le&ate !e
(erverele $e #are r+lea2a, (ervi#iile IT $ot avea mai m+lte
le&at+ri #+ -lementele !e 0onfi&+ratie #are #ontri*+ie la
livrarea lor.
Relations'i$
)ro#esses
T'e I(:9I-0 20000 )ro#ess &ro+$ t'at in#l+!es 5+siness
Relations'i$ Mana&ement an! (+$$lier Mana&ement.
)ro#ese !e
Relationare
Gr+$+l )ro#es+l+i I(:9I-0 20000 #e in#l+!e Mana&ement+l
Relatiilor !e "fa#ere si Mana&ement+l %+rni2orilor.
Release 0Ser)ice #ransition2 " #olle#tion of 'ar!3are, soft3are,
!o#+mentation, )ro#esses or ot'er 0om$onents re,+ire! to
im$lement one or more a$$rove! 0'an&es to IT (ervi#es.
T'e #ontents of ea#' Release are mana&e!, Teste!, an!
e$loye! as a sin&le entity.
)a#'et !e
istri*+tie
0Ser)ice #ransition2 : #ole#tie !e 'ar!3are, soft3are,
!o#+mente, )ro#ese sa+ alte 0om$onente ne#esare $entr+ a
im$lementa +na sa+ mai m+lte (#'im*ari a$ro*ate +nor
(ervi#ii IT. 0ontin+t+l fie#ar+i )a#'et !e istri*+itie este
a!ministrat, Testat si istri*+it #a o entitate +ni#a.
Release an!
e$loyment
Mana&ement
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for *ot'
Release Mana&ement an! e$loyment.
Mana&ement+l
)a#'etelor !e
istri*+tie9
Release si
istri*+tiei
0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+
Mana&ement+l )a#'etelor !e istri*+tie9Release si
istri*+tiei.
Release
I!entifi#ation
0Ser)ice #ransition2 " namin& #onvention +se! to +ni,+ely
i!entify a Release. T'e Release I!entifi#ation ty$i#ally
in#l+!es a referen#e to t'e 0onfi&+ration Item an! a version
n+m*er. %or e.am$le Mi#rosoft :ffi#e 2003 (R2.
I!entifi#ator+l
)a#'et+l+i !e
istri*+tie
0Ser)ice #ransition2 : #onventie !e n+me folosita $entr+ a
i!entifi#a +ni# +n )a#'et !e istri*+tie. I!entifi#ator+l
)a#'et+l+i !e istri*+tie in#l+!e referinta #atre -lementele !e
0onfi&+ratie si n+mar+l versi+nii. e e.em$l+ Mir#rosoft :ffi#e
2003 (R2.
Release
Mana&ement
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for )lannin&,
s#'e!+lin& an! #ontrollin& t'e movement of Releases to Test
an! Live -nvironments. T'e $rimary :*/e#tive of Release
Mana&ement is to ens+re t'at t'e inte&rity of t'e Live
-nvironment is $rote#te! an! t'at t'e #orre#t 0om$onents
are release!. Release Mana&ement is $art of t'e Release
an! e$loyment Mana&ement )ro#ess.
Mana&ement+l
)a#'etelor !e
istri*+tie9
Release
0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+ )lanifi#area,
$ro&ramarea si #ontrolarea !e$lasarii )a#'etelor !e istri*+tie
#atre Me!iile !e Test si )ro!+#tie. :*ie#tiv+l $rin#i$al al
Mana&ement+l+i )a#'etelor !e istri*+tie9Release este !e a
se asi&+ra #a inte&ritatea Me!i+l+i !e )ro!+#tie este $rote/ata
si #a toate 0om$onentele s+nt !istri*+ite #ore#t.
Mana&ement+l )a#'etelor !e istri*+tie9Release este o $arte
a )ro#es+l+i Mana&ement+l )a#'etelor !e istri*+tie9 Release
si istri*+tiei.
Release
)ro#ess
T'e name +se! *y I(:9I-0 20000 for t'e )ro#ess &ro+$ t'at
in#l+!es Release Mana&ement. T'is &ro+$ !oes not in#l+!e
any ot'er )ro#esses.
Release )ro#ess is also +se! as a synonym for Release
Mana&ement )ro#ess.
)ro#es+l !e
istri*+tie
<+mele folosit !e #atre I(:9I-0 20000 $entr+ &r+$+l !e
)ro#ese #are in#l+! Mana&ement+l )a#'etelor !e istri*+tie.
"#est &r+$ n+ in#l+!e ni#i +n alt )ro#es. )ro#es+l !e
istri*+tie este !e asemenea folosit #a +n sinonim $entr+
)ro#esele Mana&ement+l+i )a#'etelor !e istri*+tie.
Release
Re#or!
0Ser)ice #ransition2 " Re#or! in t'e 0M5 t'at !efines t'e
#ontent of a Release. " Release Re#or! 'as Relations'i$s
3it' all 0onfi&+ration Items t'at are affe#te! *y t'e Release.
Inre&istrarea
!es$re +n
)a#'et !e
istri*+tie
0Ser)ice #ransition2 : Inre&istrare in 0M5 #e !efineste
#ontin+t+l +n+i )a#'et !e istri*+tie. Inre&istrarea !es$re +n
)a#'et !e istri*+tie are Relatii #+ toate -lementele !e
0onfi&+ratie #are s+nt afe#tate !e istri*+tie.
Release 1nit 0Ser)ice #ransition2 0om$onents of an IT (ervi#e t'at are
normally Release! to&et'er. " Release 1nit ty$i#ally in#l+!es
s+ffi#ient 0om$onents to $erform a +sef+l %+n#tion. %or
e.am$le one Release 1nit #o+l! *e a es4to$ )0, in#l+!in&
;ar!3are, (oft3are, Li#enses, o#+mentation et#. " !ifferent
Release 1nit may *e t'e #om$lete )ayroll "$$li#ation,
in#l+!in& IT :$erations )ro#e!+res an! 1ser trainin&.
1nitate a
)a#'et+l+i !e
istri*+tie
0Ser)ice #ransition2 0om$onentele +n+i (ervi#i+ IT #are s+nt
!e o*i#ei istri*+ite im$re+na. 1nitatea )a#'et+l+i !e
istri*+tie in#l+!e 0om$onente s+fi#iente $entr+ a in!e$lini o
%+n#tie folositoare. e e.em$l+ o 1nitate )a#'et !e istri*+tie
$oate fi +n es4to$ )0, #e #ontine 'ar!3are, soft3are, li#ente
si !o#+mentatie et#. : 1nitate )a#'et !e istri*+tie !iferita
$oate fi o "$li#atie !e (alari2are, #e in#l+!e )ro#e!+rile
:$erati+nilor IT si trainin&+l 1tili2atorilor.
Release
Ein!o3
(ynonym for 0'an&e Ein!o3. %ereastra !e
intro!+#ere a
)a#'et+l+i !e
istri*+tie
(inonim #+ %ereastra !e intro!+#ere a (#'im*arilor.
Relia*ility 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "
meas+re of 'o3 lon& a 0onfi&+ration Item or IT (ervi#e #an
$erform its a&ree! %+n#tion 3it'o+t interr+$tion. 1s+ally
meas+re! as MT5% or MT5(I. T'e term Relia*ility #an also
*e +se! to state 'o3 li4ely it is t'at a )ro#ess, %+n#tion et#.
3ill !eliver its re,+ire! o+t$+ts.
(ee "vaila*ility.
In#re!ere
7&ra!+l !e
in#re!ere in
f+n#tionare
neintrer+$ta8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 :
mas+ra a fa$t+l+i #at !e m+lt -lementele !e 0onfi&+ratie sa+
(ervi#iile IT $ot efe#t+a, fara intrer+$ere, %+n#tiile a&reate. e
o*i#ei, este mas+rata #a MT5% sa+ MT5(I. Termen+l !e
In#re!ere mai $oate fi folosit $entr+ a s$e#ifi#a #at !e a$roa$e
+n )ro#es, o %+n#tie et# $oate sa livre2e re2+ltatele #er+te.
Ve2i is$oni*ilitate.
Reme!iation 0Ser)ice #ransition2 Re#overy to a 4no3n state after a faile!
0'an&e or Release.
Reme!iere 0Ser)ice #ransition2 Re#+$erarea #atre o stare #+nos#+ta
!+$a +n ese# al (#'im*arii sa+ al +n+i )a#'et !e istri*+tie.
Re$air 0Ser)ice 1peration2 T'e re$la#ement or #orre#tion of a
faile! 0onfi&+ration Item.
Re$arare 0Ser)ice 1peration2 Inlo#+irea sa+ #ore#tarea +n+i -lement
!e 0onfi&+ratie es+at.
Re,+est for
0'an&e 7R%08
0Ser)ice #ransition2 " formal $ro$osal for a 0'an&e to *e
ma!e. "n R%0 in#l+!es !etails of t'e $ro$ose! 0'an&e, an!
may *e re#or!e! on $a$er or ele#troni#ally. T'e term R%0 is
often mis+se! to mean a 0'an&e Re#or!, or t'e 0'an&e
itself.
0erere !e
(#'im*are
7R%08
0Ser)ice #ransition2 : $ro$+nere formala $entr+ #a o
(#'im*are sa fie reali2ata. 1n R%0 in#l+!e !etaliile $ro$+nerii
!e (#'im*are si $oate fi inre&istrata $e 'artie sa+ ele#troni#.
Termen+l R%0 este !es folosit ne#ores$+n2ator $entr+ a se
referi la o Inre&istrare a +nei (#'im*ari sa+ #'iar la
(#'im*area insasi.
Re,+est
%+lfilment
t'e Life#y#le of all (ervi#e Re,+ests.
In!e$linirea9
(atisfa#erea
0erintelor
0Ser)ice 1peration2 )ro#es+l res$onsa*il $entr+
a!ministrarea 0i#l+l+i !e Viata al t+t+ror 0erintelor !e (ervi#ii.
Re,+irement 0Ser)ice (esign2 " formal statement of 3'at is nee!e!. %or
e.am$le a (ervi#e Level Re,+irement, a )ro/e#t
Re,+irement or t'e re,+ire! elivera*les for a )ro#ess.
(ee (tatement of Re,+irements.
0erinta 0Ser)ice (esign2 : !e#laratie formala #e #ontine elementele
#are s+nt ne#esare la +n moment !at. e e.em$l+, o 0erinta a
<ivel+l (ervi#i+l+i, o 0erinta !e )roie#t sa+ Livra*ilele +n+i
)ro#es.
Ve2i efinirea 0erintelor.
Resilien#e 0Ser)ice (esign2 T'e a*ility of a 0onfi&+ration Item or IT
(ervi#e to resist %ail+re or to Re#over ,+i#4ly follo3in& a
%ail+re. %or e.am$le, an armo+re! #a*le 3ill resist fail+re
3'en $+t +n!er stress.
Re2istenta 7la
Intrer+$ere8
0Ser)ice (esign2 "*ilitatea +n+i -lement !e 0onfi&+ratie sa+
a +n+i (ervi#i+ IT !e a re2ista la efe#tare sa+ !e a se
Re#+$era ra$i! !+$a o efe#tare. e e.em$l+, +n #a*l+ armat
va re2ista !efe#tarii at+n#i #an! a#esta va fi s+$+s la +n test
(ee %a+lt Toleran#e. s$e#ifi#. Ve2i Toleranta la efe#te.
Resol+tion 0Ser)ice 1peration2 "#tion ta4en to re$air t'e Root 0a+se of
an In#i!ent or )ro*lem, or to im$lement a Eor4aro+n!.
In I(:9I-0 20000, Resol+tion )ro#esses is t'e )ro#ess
&ro+$ t'at in#l+!es In#i!ent an! )ro*lem Mana&ement.
Re2olvare 0Ser)ice 1peration2 "#ti+nea l+ata $entr+ a re$ara 0a+2a
)rin#i$ala a +n+i In#i!ent sa+ a +nei )ro*leme, sa+ $entr+ a
im$lementa o (ol+tie Tem$orara. In I(:9I-0 2000, )ro#esele
!e Re2olvare re$re2inta &r+$+l !e )ro#ese #e in#l+!
Mana&ement+l In#i!entelor si )ro*lemelor.
Resol+tion
)ro#esses
T'e I(:9I-0 20000 )ro#ess &ro+$ t'at in#l+!es In#i!ent
Mana&ement an! )ro*lem Mana&ement.
)ro#es !e
Re2olvare
Gr+$+l )ro#es+l+i I(:9I-02000 #e in#l+!e Mana&ement+l
In#i!entelor si )ro*lemelor.
Reso+r#e 0Ser)ice Strategy2 " &eneri# term t'at in#l+!es IT
Infrastr+#t+re, $eo$le, money or anyt'in& else t'at mi&'t 'el$
to !eliver an IT (ervi#e. Reso+r#es are #onsi!ere! to *e
"ssets of an :r&anisation.
(ee 0a$a*ility, (ervi#e "sset.
Res+rsa 0Ser)ice Strategy2 1n termen &eneri# #are in#l+!e
Infrastr+#t+ra IT, $ersonal, *ani sa+ ori#e alt#eva #are $oate
a/+ta la livrarea (ervi#i+l+i IT. Res+rsele s+nt #onsi!erate
5+n+ri ale +nei :r&ani2atii.
Ve2i 0a$a*ilitate, 5+n+rile (ervi#i+l+i.
Res$onse
Time
" meas+re of t'e time ta4en to #om$lete an :$eration or
Transa#tion. 1se! in 0a$a#ity Mana&ement as a meas+re of
IT Infrastr+#t+re )erforman#e, an! in In#i!ent Mana&ement
as a meas+re of t'e time ta4en to ans3er t'e $'one, or to
start ia&nosis.
Tim$ !e
Ras$+ns
: mas+ra !e tim$ l+ata $entr+ a !+#e la *+n sfarsit o :$eratie
sa+ o Tran2a#tie. -ste folosit in Mana&ement+l 0a$a#itatii #a o
mas+ra a )erformantelor Infrastr+#t+rii IT, si in Mana&ement+l
In#i!entelor #a o mas+ra a tim$+l+i s#+rs $ana la $rel+area
a$el+l+i, sa+ $entr+ a in#e$e ia&no2a.
Res$onsivene
ss
" meas+rement of t'e time ta4en to res$on! to somet'in&.
T'is #o+l! *e Res$onse Time of a Transa#tion, or t'e s$ee!
3it' 3'i#' an IT (ervi#e )rovi!er res$on!s to an In#i!ent or
Re,+est for 0'an&e et#.
Vite2a !e
Ras$+ns
: mas+ra !e tim$, $entr+ a rea#tiona la +n l+#r+. "#easta
$oate fi Tim$+l !e Ras$+ns al +nei Tran2a#tii, sa+ vite2a #+
#are +n %+rni2or !e (ervi#ii IT ras$+n!e +n+i In#i!ent sa+ +nei
0ereri !e (#'im*are et#.
Restoration of
(ervi#e
(ee Restore. Resta+rarea
(ervi#i+l+i
Ve2i Resta+rare.
Restore 0Ser)ice 1peration2 Ta4in& a#tion to ret+rn an IT (ervi#e to
t'e 1sers after Re$air an! Re#overy from an In#i!ent. T'is is
t'e $rimary :*/e#tive of In#i!ent Mana&ement.
Resta+rare 0Ser)ice 1peration2 L+area !e a#ti+ni !e a resta+ra +n
(ervi#i+ IT #atre 1tili2atori !+$a Re$area si Re#+$erarea !intr6
+n In#i!ent. "#esta este :*ie#tiv+l $rin#i$al al
Mana&ement+l+i In#i!entelor.
Retire 0Ser)ice #ransition2 )ermanent removal of an IT (ervi#e, or
ot'er 0onfi&+ration Item, from t'e Live -nvironment. Retire!
is a sta&e in t'e Life#y#le of many 0onfi&+ration Items.
Retras 9 0asare 0Ser)ice #ransition2 Retra&erea $ermanenta a +n+i (ervi#i+
IT sa+ al alt+i -lement !e 0onfi&+ratie !in Me!i+l !e
)ro!+#tie. Retra&erea este o eta$a in 0i#l+l !e Viata al m+ltor
-lemente !e 0onfi&+ratie.
Ret+rn on
Investment
7R:I8
0Ser)ice Strategy2 0'ontinual Ser)ice "mpro)ement2 "
meas+rement of t'e e.$e#te! *enefit of an investment. In t'e
sim$lest sense it is t'e net $rofit of an investment !ivi!e! *y
t'e net 3ort' of t'e assets investe!.
(ee <et )resent Val+e, Val+e on Investment.
)rofita*ilitatea
Investitiei 7R:I8
0Ser)ice Strategy2 0'ontinual Ser)ice "mpro)ement2 :
mas+rare a *enefi#i+l+i aste$tat !intr6o investitie. In #el mai
sim$l+ sens, a#esta re$re2inta $rofit+l net al +nei investitii
im$artit la valoarea neta a *+n+rilor investite.
Ve2i Valoare <eta )re2enta, Valoare !in Investitie.
Ret+rn to
<ormal
0Ser)ice (esign2 T'e $'ase of an IT (ervi#e 0ontin+ity )lan
!+rin& 3'i#' f+ll normal o$erations are res+me!. %or
e.am$le, if an alternate !ata #entre 'as *een in +se, t'en
t'is $'ase 3ill *rin& t'e $rimary !ata #entre *a#4 into
o$eration, an! restore t'e a*ility to invo4e IT (ervi#e
0ontin+ity )lans a&ain.
Revenire la
(tarea <ormala
0Ser)ice (esign2 %a2a +n+i )lan !e 0ontin+itate al (ervi#i+l+i
IT in tim$+l #areia o$erati+nile normale s+nt resta+rate. e
e.em$l+, !a#a a fost folosit +n #entr+ !e !ate alternativ,
a#easta este fa2a #are va rea!+#e #entr+l !e !ate $rin#i$al
ina$oi in o$erational si va resta+ra a*ilitatea !e a invo#a !in
no+ )lan+l !e 0ontin+itate al (ervi#i+l+i IT.
Revie3 "n eval+ation of a 0'an&e, )ro*lem, )ro#ess, )ro/e#t et#.
Revie3s are ty$i#ally #arrie! o+t at $re!efine! $oints in t'e
Life#y#le, an! es$e#ially after 0los+re. T'e $+r$ose of a
Revie3 is to ens+re t'at all elivera*les 'ave *een $rovi!e!,
an! to i!entify o$$ort+nities for im$rovement.
(ee )ost Im$lementation Revie3.
Revi2+ire9
-val+are
: eval+are a (#'im*arii, )ro*lemei, )ro#es+l+i, )roie#t+l+i
et#. Revi2+irile s+nt in!e$linite in $+n#te $re!efinite ale 0i#l+l+i
!e Viata, in s$e#ial !+$a In#'i!ere. (#o$+l Revi2+irii este !e a
se asi&+ra #a toate Livra*ilele a+ fost f+rni2ate si !e a
i!entifi#a o$ort+nitati !e im*+natatire.
Ve2i "nali2a )ost Im$lementare.
Ri&'ts 0Ser)ice 1peration2 -ntitlements, or $ermissions, &rante! to
a 1ser or Role. %or e.am$le t'e Ri&'t to mo!ify $arti#+lar
!ata, or to a+t'ori2e a 0'an&e.
re$t+ri 0Ser)ice 1peration2 re$t+rile sa+ $ermisi+nile a!mise +n+i
1tili2ator sa+ +n+i Rol. e e.em$l+ re$t+l !e a mo!ifi#a
an+mite !ate $arti#+lare sa+ !e a a+tori2a (#'im*area.
Ris4 " $ossi*le -vent t'at #o+l! #a+se 'arm or loss, or affe#t t'e
a*ility to a#'ieve :*/e#tives. " Ris4 is meas+re! *y t'e
$ro*a*ility of a T'reat, t'e V+lnera*ility of t'e "sset to t'at
T'reat, an! t'e Im$a#t it 3o+l! 'ave if it o##+rre!.
Ris# 1n $osi*il -veniment #are $oate #a+2a !a+ne sa+ $ier!eri sa+
$oate afe#ta a*ilitatea !e a atin&e :*ie#tivele. Ris#+l este
mas+rat !e $ro*a*ilitatea "menintarilor, V+lnera*ilitatilor
5+n+rilor la a#ele "menintari si !e Im$a#t+l #e $oate a$are,
!a#a eveniment+l se intam$la.
Ris4
"ssessment
T'e initial ste$s of Ris4 Mana&ement. "nalysin& t'e val+e of
"ssets to t'e *+siness, i!entifyin& T'reats to t'ose "ssets,
an! eval+atin& 'o3 V+lnera*le ea#' "sset is to t'ose
T'reats. Ris4 "ssessment #an *e ,+antitative 7*ase! on
n+meri#al !ata8 or ,+alitative.
-val+area
Ris#+l+i
)asii initiali in Mana&ement+l+i Ris#+l+i. "nali2area valorii
5+n+rilor as+$ra afa#erii, i!entifi#an! "menintarilor as+$ra
a#elor 5+n+ri si eval+an! #at !e V+lnera*il este fie#are 5+n in
fata a#estor "menintari. -val+area Ris#+l+i $oate fi #antitativa
7*a2ata $e !ate n+meri#e8 sa+ #alitativa.
Ris4
Mana&ement
T'e )ro#ess res$onsi*le for i!entifyin&, assessin& an!
#ontrollin& Ris4s.
(ee Ris4 "ssessment.
Mana&ement+l
Ris#+l+i
)ro#es+l res$onsa*il $entr+ i!entifi#area, eval+area si
#ontrolarea Ris#+rilor.
Ve2i -val+area Ris#+l+i.
Role " set of res$onsi*ilities, "#tivities an! a+t'orities &rante! to a
$erson or team. " Role is !efine! in a )ro#ess. :ne $erson
or team may 'ave m+lti$le Roles, for e.am$le t'e Roles of
0onfi&+ration Mana&er an! 0'an&e Mana&er may *e #arrie!
o+t *y a sin&le $erson.
Rol 1n &r+$ !e res$onsa*ilitati, "#tivitati si a+toritati $ermise +nei
$ersoane sa+ e#'i$e. 1n Rol este !efinit intr6+n )ro#es. :
$ersoana sa+ o e#'i$a $oate in!e$lini m+lti$le rol+ri, !e
e.em$l+ Rol+rile Mana&er+l+i !e 0onfi&+ratii si #ele ale
Mana&er+l+i (#'im*arii $ot fi in!e$linite !e #atre o sin&+ra
$ersoana.
Rollo+t 0Ser)ice #ransition2 (ynonym for e$loyment. Most often
+se! to refer to #om$le. or $'ase! e$loyments or
e$loyments to m+lti$le lo#ations.
istri*+tie 0Ser)ice #ransition2 (inonim #+ istri*+ire. 0el mai !es se
refera la istri*+tii #om$le.e sa+ esalonate sa+ la istri*+iri
#atre mai m+lte lo#atii.
Root 0a+se 0Ser)ice 1peration2 T'e +n!erlyin& or ori&inal #a+se of an
In#i!ent or )ro*lem.
0a+2a
)rin#i$ala
0Ser)ice 1peration2 0a+2ele f+n!amentale sa+ ori&inale ale
+n+i In#i!ent sa+ ale +nei )ro*leme.
Root 0a+se
"nalysis
7R0"8
0Ser)ice 1peration2 "n "#tivity t'at i!entifies t'e Root
0a+se of an In#i!ent or )ro*lem. R0" ty$i#ally #on#entrates
on IT Infrastr+#t+re fail+res.
(ee (ervi#e %ail+re "nalysis.
"nali2a 0a+2ei
)rin#i$ale
7R0"8
0Ser)ice 1peration2 "#tivitatea #are i!entifi#a 0a+2a
)rin#i$ala a +n+i In#i!ent sa+ al +nei )ro*leme. e o*i#ei
R0" se #on#entrea2a as+$ra efe#telor Infrastr+#t+rii IT.
Ve2i "nali2a Intrer+$erii (ervi#i+l+i.
R+nnin& 0osts (ynonym for :$erational 0osts 0ost+ri !e
Intretinere
(inonim #+ 0ost+ri :$erationale.
(#ala*ility T'e a*ility of an IT (ervi#e, )ro#ess, 0onfi&+ration Item et#.
to $erform its a&ree! %+n#tion 3'en t'e Eor4loa! or (#o$e
#'an&es.
(#ala*ilitate "*ilitatea +n+i (ervi#i+ IT, )ro#es, -lement !e 0onfi&+ratie
et#, !e a6si in!e$lini %+n#tiile #onvenite at+n#i #an! In#ar#area
sa+ (#o$+l se s#'im*a.
(#o$e T'e *o+n!ary, or e.tent, to 3'i#' a )ro#ess, )ro#e!+re,
0ertifi#ation, 0ontra#t et#. a$$lies. %or e.am$le t'e (#o$e of
0'an&e Mana&ement may in#l+!e all Live IT (ervi#es an!
relate! 0onfi&+ration Items, t'e (#o$e of an I(:9I-0 20000
0ertifi#ate may in#l+!e all IT (ervi#es !elivere! o+t of a
name! !ata #entre.
(#o$ Limita sa+ &ranita $ana la #are +n )ro#es, o )ro#e!+ra, o
0ertifi#are, +n 0ontra#t et# se a$li#a. e e.em$l+ (#o$+l
Mana&ement+l+i (#'im*arii $oate in#l+!e toate (ervi#iile IT
aflate in )ro!+#tie si -lementele !e 0onfi&+ratie relationate,
(#o$+l +n+i 0ertifi#at I(:9I-0 20000 $oate in#l+!e toate
(ervi#iile IT in!e$linite !e +n an+mit #entr+ !e !ate.
(e#on!6line
(+$$ort
0Ser)ice 1peration2 T'e se#on! level in a 'ierar#'y of
(+$$ort Gro+$s involve! in t'e resol+tion of In#i!ents an!
investi&ation of )ro*lems. -a#' level #ontains more
s$e#ialist s4ills, or 'as more time or ot'er Reso+r#es.
"l !oilea nivel
!e (+$ort
0Ser)ice 1peration2 "l !oilea nivel al ierar'iei Gr+$+rilor !e
(+$ort im$li#ate in re2olvarea In#i!entelor sa+ in investi&area
)ro*lemelor. %ie#are nivel #ontine mai m+lte a*ilitati
s$e#iali2ate, sa+ mai m+lt tim$, sa+ alte Res+rse.
(e#+rity (ee Information (e#+rity Mana&ement (e#+ritate Ve2i Mana&ement+l (e#+ritatii Informatiei.
(e#+rity
Mana&ement
(ynonym for Information (e#+rity Mana&ement Mana&ement+l
(e#+ritatii
(inonim #+ Mana&ement+l (e#+ritatii Informatiei.
(e#+rity )oli#y (ynonym for Information (e#+rity )oli#y )oliti#a !e
(e#+ritate
(inonim #+ )oliti#a (e#+ritatii Informatiei.
(e$aration of
0on#erns
7(o08
0Ser)ice Strategy2 "n a$$roa#' to esi&nin& a sol+tion or IT
(ervi#e t'at !ivi!es t'e $ro*lem into $ie#es t'at #an *e
solve! in!e$en!ently. T'is a$$roa#' se$arates I3'atI is to
*e !one from I'o3I it is to *e !one.
ivi2area +nei
)ro*leme
7(o08
0Ser)ice Strategy2 : te'ni#a !e )roie#tarea +nei sol+tii sa+ a
+n+i (ervi#i+ IT #are im$arte $ro*lema in $arti #e $ot fi
re2olvate in!ivi!+al. "#easta te'ni#a se$ara B#eC este !e fa#+t
!e B#+mC ar tre*+i fa#+t.
(erver 0Ser)ice 1peration2 " #om$+ter t'at is #onne#te! to a
net3or4 an! $rovi!es soft3are %+n#tions t'at are +se! *y
ot'er #om$+ters.
(erver 0Ser)ice 1peration2 1n #al#+lator #e este #one#tat la o retea
si f+rni2ea2a %+n#tii soft3are folosite !e #atre alte
#al#+latoare.
(ervi#e " means of !eliverin& val+e to 0+stomers *y fa#ilitatin&
:+t#omes 0+stomers 3ant to a#'ieve 3it'o+t t'e o3ners'i$
of s$e#ifi# 0osts an! Ris4s.
(ervi#i+ Mi/loa#e !e a livra valoarea #atre 0lienti $rin fa#ilitarea a#elor
Re2+ltate9:*ie#tive $e #are 0lientii le !ores# sa fie atinse, fara
!etinerea 0ost+rilor si Ris#+rilor s$e#ifi#e.
(ervi#e
"##e$tan#e
0riteria 7("08
0Ser)ice #ransition2 " set of #riteria +se! to ens+re t'at an
IT (ervi#e meets its f+n#tionality an! L+ality Re,+irements
an! t'at t'e IT (ervi#e )rovi!er is rea!y to :$erate t'e ne3
IT (ervi#e 3'en it 'as *een e$loye!.
(ee "##e$tan#e.
0riteri+ !e
"##e$tanta a
(ervi#i+l+i
7("08
0Ser)ice #ransition2 1n &r+$ !e #riterii folosite $entr+ a se
asi&+ra #a +n (ervi#i+ IT isi atin&e f+n#tionalitatea si 0erintele
!e 0alitate, si #a %+rni2or+l (ervi#iilor IT este &ata sa :$ere2e
no+l (ervi#i+ IT at+n#i #an! a#esta va fi istri*+it.
Ve2i "##e$tanta.
(ervi#e
"nalyti#s
0Ser)ice Strategy2 " te#'ni,+e +se! in t'e "ssessment of
t'e 5+siness Im$a#t of In#i!ents. (ervi#e "nalyti#s Mo!els
t'e !e$en!en#ies *et3een 0onfi&+ration Items, an! t'e
!e$en!en#ies of IT (ervi#es on 0onfi&+ration Items.
"nali2a
(ervi#i+l+i
0Ser)ice Strategy2 : te'ni#a folosita in -val+area Im$a#t+l+i
as+$ra "fa#erii !in In#i!entelor. "nali2a (ervi#i+l+i Mo!elea2a
!e$en!entele !intre -lementele !e 0onfi&+ratie, si
!e$en!entele (ervi#iilor IT !e -lementele !e 0onfi&+ratie.
(ervi#e "sset "ny 0a$a*ility or Reso+r#e of a (ervi#e )rovi!er.
(ee "sset.
5+n+ri ale
(ervi#i+l+i
:ri#e 0a$a*ilitate sa+ Res+rsa a %+rni2or+l+i !e (ervi#ii. Ve2i
5+n+ri.
(ervi#e "sset
an!
0onfi&+ration
Mana&ement
7("0M8
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for *ot'
0onfi&+ration Mana&ement an! "sset Mana&ement.
Mana&ement+l
Mi/loa#elor %i.e
si al
0onfi&+ratiei
7("0M8
0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+
Mana&ement+l 0onfi&+ratiilor si Mana&ement+l Mi/loa#elor
%i.e.
(ervi#e
0a$a#ity
Mana&ement
7(0M8
"#tivity res$onsi*le for +n!erstan!in& t'e )erforman#e an!
0a$a#ity of IT (ervi#es. T'e Reso+r#es +se! *y ea#' IT
(ervi#e an! t'e $attern of +sa&e over time are #olle#te!,
re#or!e!, an! analyse! for +se in t'e 0a$a#ity )lan.
(ee 5+siness 0a$a#ity Mana&ement, 0om$onent 0a$a#ity
Mana&ement.
Mana&ement+l
0a$a#itatii
(ervi#iilor
7(0M8
"#tivitate res$onsa*ila $entr+ intele&erea )erformantei si
0a$a#itatii (ervi#iilor IT. Res+rsele folosite !e #atre fie#are
(ervi#i+ IT si mo!+l folosirii a#estora !e6a l+n&+l tim$+l+i s+nt
#ole#tate, inre&istrate si anali2ate $entr+ folosirea lor in )lan+l
!e 0a$a#itate. Ve2i Mana&ement+l 0a$a#itatii "fa#erii,
Mana&ement+l 0a$a#itatii 0om$onentelor.
(ervi#e
0atalo&+e
0Ser)ice (esign2 " !ata*ase or str+#t+re! o#+ment 3it'
information a*o+t all Live IT (ervi#es, in#l+!in& t'ose
availa*le for e$loyment. T'e (ervi#e 0atalo&+e is t'e only
$art of t'e (ervi#e )ortfolio $+*lis'e! to 0+stomers, an! is
+se! to s+$$ort t'e sale an! !elivery of IT (ervi#es. T'e
(ervi#e 0atalo&+e in#l+!es information a*o+t !elivera*les,
$ri#es, #onta#t $oints, or!erin& an! re,+est )ro#esses.
(ee 0ontra#t )ortfolio.
0atalo& !e
(ervi#ii
0Ser)ice (esign2 : *a2a !e !ate sa+ +n o#+ment str+#t+rat
#+ informatii !es$re toate (ervi#iile IT aflate in )ro!+#tie,
in#l+siv si $e #ele !is$oni*ile $entr+ istri*+ire. 0atalo&+l
(ervi#iilor este !oar o $arte a )ortofoli+l+i !e (ervi#ii $+*li#at
0lientilor si este folosit $entr+ a s+stine van2area si livrarea
(ervi#iilor IT. 0atala&+l (ervi#iilor in#l+!e informatii !es$re
livra*ile, $ret+ri, !ate !e #onta#t, )ro#esele !e #oman!a si !e
a#'i2itie a servi#iilor.
Ve2i )ortofoli+ !e 0ontra#te.
(ervi#e
0ontin+ity
Mana&ement
(ynonym for IT (ervi#e 0ontin+ity Mana&ement. Mana&ement+l
0ontin+itatii
(ervi#iilor
(inonim $entr+ Mana&ement+l 0ontin+itatii (ervi#iilor IT.
(ervi#e
0ontra#t
0Ser)ice Strategy2 " 0ontra#t to !eliver one or more IT
(ervi#es. T'e term (ervi#e 0ontra#t is also +se! to mean
any "&reement to !eliver IT (ervi#es, 3'et'er t'is is a le&al
0ontra#t or an (L".
(ee 0ontra#t )ortfolio.
0ontra#t !e
servi#ii
0Ser)ice Strategy2 1n 0ontra#t !e livrare a +n+ia sa+ mai
m+ltor (ervi#ii IT. Termen+l !e 0ontra#t !e (ervi#ii este !e
asemenea folosit $entr+ ori#e "#or!9Intele&ere !e a livra
(ervi#ii IT, in!iferent !a#a este +n 0ontra#t le&al sa+ +n (L".
Ve2i )ortofoli+ !e 0ontra#te.
(ervi#e
0+lt+re
" 0+stomer oriente! 0+lt+re. T'e ma/or :*/e#tives of a
(ervi#e 0+lt+re are 0+stomer satisfa#tion an! 'el$in& t'e
0+stomer to a#'ieve t'eir 5+siness :*/e#tives.
0+lt+ra
(ervi#iilor
: 0+lt+ra 7a livrarii servi#iilor8, orientata #atre 0lient.
:*ie#tivele ma/ore ale 0+lt+rii (ervi#iilor s+nt satisfa#erea
0lientilor si a/+tarea 0lientilor $entr+ a6si atin&e :*ie#tivele
"fa#erii.
(ervi#e
esi&n
0Ser)ice (esign2 " sta&e in t'e Life#y#le of an IT (ervi#e.
(ervi#e esi&n in#l+!es a n+m*er of )ro#esses an!
%+n#tions an! is t'e title of one of t'e 0ore ITIL $+*li#ations.
(ee esi&n.
(ervi#e esi&n9
)roie#tarea
(ervi#i+l+i
0Ser)ice (esign2 : eta$a in 0i#l+l !e Viata al +n+i (ervi#i+ IT.
(ervi#e esi&n in#l+!e +n n+mar !e )ro#ese si %+n#tii si este
titl+l +neia !intre $+*li#atiile 0ore9!e 5a2a ale ITIL.
Ve2i )roie#tare.
(ervi#e
esi&n
)a#4a&e
0Ser)ice (esign2 o#+ment7s8 !efinin& all as$e#ts of an IT
(ervi#e an! its Re,+irements t'ro+&' ea#' sta&e of its
Life#y#le. " (ervi#e esi&n )a#4a&e is $ro!+#e! for ea#'
ne3 IT (ervi#e, ma/or 0'an&e, or IT (ervi#e Retirement.
)a#'et+l !e
efinitii ale
(ervi#i+l+i9()
0Ser)ice (esign2 o#+ment+l7ele8 #are !efineste9es# toate
as$e#tele +n+i (ervi#i+ IT si 0erintele !e6a l+n&+l fie#arei
eta$e ale 0i#l+l+l+i !e Viata. 1n )a#'et !e efinitii ale
(ervi#i+l+i este $ro!+s $entr+ fie#are (ervi#i+ IT no+,
(#'im*ari ma/ore sa+ in #a2+l Retra&erii (ervi#iilor IT.
(ervi#e es4 0Ser)ice 1peration2 T'e (in&le )oint of 0onta#t *et3een
t'e (ervi#e )rovi!er an! t'e 1sers. " ty$i#al (ervi#e es4
mana&es In#i!ents an! (ervi#e Re,+ests, an! also 'an!les
#omm+ni#ation 3it' t'e 1sers.
(ervi#e es4 0Ser)ice 1peration2 )+n#t+l 1ni# !e 0onta#t intre %+rni2or+l
!e (ervi#ii si 1tili2atori. 1n (ervi#e es4 ti$i# a!ministrea2a
In#i!entele si 0erintele !e (ervi#ii si !e asemenea
&estionea2a #om+ni#area #+ 1tili2atori.
(ervi#e
%ail+re
"nalysis 7(%"8
0Ser)ice (esign2 "n "#tivity t'at i!entifies +n!erlyin& #a+ses
of one or more IT (ervi#e interr+$tions. (%" i!entifies
o$$ort+nities to im$rove t'e IT (ervi#e )rovi!er=s )ro#esses
an! tools, an! not /+st t'e IT Infrastr+#t+re. (%" is a time
#onstraine!, $ro/e#t6li4e a#tivity, rat'er t'an an on&oin&
$ro#ess of analysis. (ee Root 0a+se "nalysis.
"nali2a
Intrer+$erii
(ervi#i+l+i
7(%"8
0Ser)ice (esign2 "#tivitatea #are i!entifi#a #a+2ele !in
s$atele +n+ia sa+ mai m+ltor Intrer+$eri ale (ervi#i+l+i IT. (%"
i!entifi#a o$ort+nitatile !e im*+natatire ale )ro#eselor si
instr+mentelor %+ri2or+l+i !e (ervi#ii IT, si n+ !oar a
Infrastr+#t+rii IT. (%" este limitata #a si tim$, o a#tivitate !e
ti$+l $roie#t, !eose*it !e +n $ro#es !e anali2a #ontin+a.
Ve2i "nali2a 0a+2ei )rin#i$ale.
(ervi#e ;o+rs 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "n
a&ree! time $erio! 3'en a $arti#+lar IT (ervi#e s'o+l! *e
"vaila*le. %or e.am$le, IMon!ay6%ri!ay 08?00 to 1K?00
e.#e$t $+*li# 'oli!aysI. (ervi#e ;o+rs s'o+l! *e !efine! in a
(ervi#e Level "&reement.
:rar+l
is$oni*ilitatii
(ervi#i+l+i
$erioa!a !e tim$ #onvenita $entr+ +n #a +n (ervi#i+ IT sa fie
is$oni*il. e e.em$l+, BL+ni6Vineri 08?00 1K?00 e.#e$tan!
sar*atorile le&aleC. :rar+l is$oni*ilitatii (ervi#i+l+i tre*+ie
!efinit in (L".
(ervi#e
Im$rovement
)lan 7(I)8
0'ontinual Ser)ice "mpro)ement2 " formal )lan to
im$lement im$rovements to a )ro#ess or IT (ervi#e.
)lan+l !e
Im*+natatire al
(ervi#i+l+i
7(I)8
0'ontinual Ser)ice "mpro)ement2 1n )lan formal $entr+ a
im$lementa im*+natatiri +n+i )ro#es sa+ (ervi#i+ IT.
(ervi#e
@no3le!&e
Mana&ement
(ystem
7(@M(8
0Ser)ice #ransition2 " set of tools an! !ata*ases t'at are
+se! to mana&e 4no3le!&e an! information. T'e (@M(
in#l+!es t'e 0onfi&+ration Mana&ement (ystem, as 3ell as
ot'er tools an! !ata*ases. T'e (@M( stores, mana&es,
+$!ates, an! $resents all information t'at an IT (ervi#e
)rovi!er nee!s to mana&e t'e f+ll Life#y#le of IT (ervi#es.
(istem+l !e
Mana&emet al
0+nostintelor
!es$re (ervi#ii
7(@M(8
0Ser)ice #ransition2 1n set !e instr+mente si *a2e !e !ate
#are s+nt folosite $entr+ a a!ministra #+noasterea si
informatia. (@M( in#l+!e (istem+l Mana&ement+l+i !e
0onfi&+ratii, $re#+m si alte instr+mente si *a2e !e !ate. (@M(
salvea2a, a!ministrea2a, a#t+ali2ea2a si $re2inta toate
informatiile !e #are %+rni2or+l !e (ervi#ii IT are nevoie $entr+
a a!ministra tot 0i#l+l !e Viata al (ervi#iilor IT.
(ervi#e Level Meas+re! an! re$orte! a#'ievement a&ainst one or more
(ervi#e Level Tar&ets. T'e term (ervi#e Level is sometimes
+se! informally to mean (ervi#e Level Tar&et.
<ivel+l !e
f+rni2are al
(ervi#i+l+i
Masoara si ra$ortea2a reali2area +neia sa+ mai m+ltor <orme
ale <ivel+l+i !e (ervi#ii. Termen+l !e <ivel !e f+rni2are al
(ervi#i+l+i este +neori folosit informal $entr+ a se referi la
<orma <ivel+l+i !e (ervi#ii.
(ervi#e Level
"&reement
7(L"8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "n
"&reement *et3een an IT (ervi#e )rovi!er an! a 0+stomer.
T'e (L" !es#ri*es t'e IT (ervi#e, !o#+ments (ervi#e Level
Tar&ets, an! s$e#ifies t'e res$onsi*ilities of t'e IT (ervi#e
)rovi!er an! t'e 0+stomer. " sin&le (L" may #over m+lti$le
IT (ervi#es or m+lti$le 0+stomers.
(ee :$erational Level "&reement.
"#or! <ivel
(ervi#i+ "&reat
7(L"8
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 1n
"#or! intre +n %+rni2or !e (ervi#ii IT si +n 0lient. (L" !es#rie
(ervi#i+l IT, !o#+mentea2a <orma <ivel+l+i !e (ervi#ii si
s$e#ifi#a res$onsa*ilitatile %+rni2or+l+i !e (ervi#ii IT si ale
0lient+l+i. 1n sin&+r (L" $oate a#o$eri mai m+lte (ervi#ii IT
sa+ mai m+lti 0lienti.
Ve2i "#or! <ivel :$erational "&reat9:L".
(ervi#e Level
Mana&ement
7(LM8
)ro#ess res$onsi*le for ne&otiatin& (ervi#e Level
"&reements, an! ens+rin& t'at t'ese are met. (LM is
res$onsi*le for ens+rin& t'at all IT (ervi#e Mana&ement
)ro#esses, :$erational Level "&reements, an! 1n!er$innin&
0ontra#ts, are a$$ro$riate for t'e a&ree! (ervi#e Level
Tar&ets. (LM monitors an! re$orts on (ervi#e Levels, an!
'ol!s re&+lar 0+stomer revie3s.
Mana&ement+l
<ivel+l+i
(ervi#i+l+i
7(LM8
)ro#es+l res$onsa*il $entr+ ne&o#ierea "#or!+l+i <ivel+l+i
(ervi#i+l+i "&reat si $entr+ a se asi&+ra #a a#estea s+nt
in!e$linite. (LM este res$onsa*il $entr+ a se asi&+ra #a toate
)ro#esele !e Mana&ement al (ervi#iilor IT, "#or!+rile
<ivelelor :$erationale "&reate si 0ontra#tele !e (ervi#ii
(+$ort s+nt a!e#vate $entr+ <orma <ivel+l+i !e (ervi#ii
#onvenite. (LM monitori2ea2a si ra$ortea2a <ivelele !e
(ervi#ii si or&ani2ea2a in mo! re&+lat revi2+iri #+, 0lienti.
(ervi#e Level
)a#4a&e
7(L)8
0Ser)ice Strategy2 " !efine! level of 1tility an! Earranty for
a $arti#+lar (ervi#e )a#4a&e. -a#' (L) is !esi&ne! to meet
t'e nee!s of a $arti#+lar )attern of 5+siness "#tivity.
(ee Line of (ervi#e.
)a#'et !e <ivel
al (ervi#i+l+i
7(L)8
0Ser)ice Strategy2 1n nivel !efinit al 1tilitatii si al Garantiei
$entr+ +n )a#'et !e (ervi#ii $arti#+lar. %ie#are (L) este
$roie#tat $entr+ a atin&e ne#esitatile +n+i )rofil !e "#tivitatii !e
5+siness $arti#+lar.
Ve2i Linie !e (ervi#i+.
(ervi#e Level
Re,+irement
7(LR8
0+stomer Re,+irement for an as$e#t of an IT (ervi#e. (LRs
are *ase! on 5+siness :*/e#tives an! are +se! to ne&otiate
a&ree! (ervi#e Level Tar&ets.
0erintele
!es$re <ivel+l
(ervi#i+l+i
7(LR8
0erinta a 0lient+l+i as+$ra +n+i as$e#t al (ervi#i+l+i IT. (LR6
+rile s+nt *a2ate $e :*ie#tivele "fa#erii si s+nt folosite $entr+
a ne&o#ia <orma <ivel+l+i !e (ervi#ii #onvenita.
(ervi#e Level
Tar&et
#ommitment t'at is !o#+mente! in a (ervi#e Level
"&reement. (ervi#e Level Tar&ets are *ase! on (ervi#e
Level Re,+irements, an! are nee!e! to ens+re t'at t'e IT
(ervi#e !esi&n is %it for )+r$ose. (ervi#e Level Tar&ets
s'o+l! *e (M"RT, an! are +s+ally *ase! on @)Is.
<orma
<ivel+l+i !e
(ervi#ii 7(LT8
intele&ere #are este !o#+mentata in "#or!+l <ivel+l+i !e
(ervi#ii "&reat9(L". <ormele <ivel+l+i !e (ervi#ii se *a2ea2a
$e 0erintele !es$re <ivel+l (ervi#i+l+i si s+nt ne#esare $entr+
a se asi&+ra #a (ervi#i+l IT este $roie#tat )otrivit $entr+ (#o$.
<ormele <ivel+l+i !e (ervi#ii ar tre*+i sa fie (M"RT, si !e
o*i#ei se *a2ea2a $e @)I.
(ervi#e
Maintenan#e
:*/e#tive
0Ser)ice 1peration2 T'e e.$e#te! time t'at a 0onfi&+ration
Item 3ill *e +navaila*le !+e to $lanne! maintenan#e "#tivity.
:*ie#tiv al
Intretinerii
(ervi#i+l+i
0Ser)ice 1peration2 Tim$+l $reva2+t $entr+ #a +n -lement !e
0onfi&+ratie sa fie in!is$oni*il in tim$+l "#tivitatii !e intretinere
$lanifi#ate.
(ervi#e
Mana&ement
(ervi#e Mana&ement is a set of s$e#iali2e! or&ani2ational
#a$a*ilities for $rovi!in& val+e to #+stomers in t'e form of
servi#es.
Mana&ement+l
(ervi#iilor
Mana&ement+l (ervi#iilor este +n &r+$ !e #a$a*ilitati
or&ani2ationale s$e#iali2ate $entr+ a f+rni2a valoare #lientilor
s+* forma !e servi#ii.
(ervi#e
Mana&ement
Life#y#le
"n a$$roa#' to IT (ervi#e Mana&ement t'at em$'asi2es t'e
im$ortan#e of #oor!ination an! 0ontrol a#ross t'e vario+s
%+n#tions, )ro#esses, an! (ystems ne#essary to mana&e
t'e f+ll Life#y#le of IT (ervi#es. T'e (ervi#e Mana&ement
Life#y#le a$$roa#' #onsi!ers t'e (trate&y, esi&n,
Transition, :$eration an! 0ontin+o+s Im$rovement of IT
(ervi#es.
0i#l+l !e Viata
al
Mana&ement+l6
+i (ervi#iilor
: a*or!are a Mana&ement+l (ervi#iilor IT #are $+ne a##ent+l
$e im$ortanta #oor!onarii si 0ontrol+l !e6a l+n&+l !iferitelor
%+n#tii, )ro#ese si (isteme ne#esare $entr+ a a!ministra
intre&+l 0i#l+ !e Viata al (ervi#iilor IT. "*or!area 0i#l+l+i !e
Viata al Mana&ement+l+i (ervi#iilor #onsi!era (trate&ia,
)roie#tarea9esi&n, Tran2itia, :$erarea si Im*+natatirea
0ontin+a a (ervi#iilor IT.
(ervi#e
Mana&er
" mana&er 3'o is res$onsi*le for mana&in& t'e en!6to6en!
Life#y#le of one or more IT (ervi#es. T'e term (ervi#e
Mana&er is also +se! to mean any mana&er 3it'in t'e IT
(ervi#e )rovi!er. Most #ommonly +se! to refer to a
5+siness Relations'i$ Mana&er, a )ro#ess Mana&er, an
"##o+nt Mana&er or a senior mana&er 3it' res$onsi*ility for
IT (ervi#es overall.
Mana&er !e
(ervi#ii
1n mana&er res$onsa*il $entr+ &estionarea #om$leta 7en!6to6
en!8 a 0i#l+l+i !e Viata a +n+ia sa+ mai m+ltor (ervi#ii IT.
Termen+l !e Mana&er !e (ervi#ii este !e asemenea folosit
$entr+ ori#e mana&er !in #a!r+l %+rni2or+l+i !e (ervi#ii IT. 0el
mai !es intalnit se refera la Mana&er+l Relatiilor "fa#erii, la
Mana&er+l !e )ro#es, la Mana&er+l !e 0lient90ont sa+ la +n
senior mana&er #+ res$onsa*ilitati $entr+ toate (ervi#iile IT.
(ervi#e
:$eration
0Ser)ice 1peration2 " sta&e in t'e Life#y#le of an IT (ervi#e.
(ervi#e :$eration in#l+!es a n+m*er of )ro#esses an!
(ee :$eration.
(ervi#e
:$eration9:$er
area (ervi#i+l+i
0Ser)ice 1peration2 : eta$a in 0i#l+l !e Vitata al +n+i
(ervi#i+ IT. :$erarea (ervi#i+l+i in#l+!e +n n+mar !e )ro#ese
si %+n#tii si este titl+l +nei $+*li#atii $rin#i$ale9#ore ITIL.
Ve2i :$erati+ni.
(ervi#e :3ner 0'ontinual Ser)ice "mpro)ement2 " Role 3'i#' is
a##o+nta*le for t'e !elivery of a s$e#ifi# IT (ervi#e.
)ro$rietar+l
(ervi#i+l+i
0'ontinual Ser)ice "mpro)ement2 1n Rol #are este
ras$+n2ator $entr+ livrarea +n+i (ervi#i+ IT s$e#ifi#.
(ervi#e
)a#4a&e
0Ser)ice Strategy2 " !etaile! !es#ri$tion of an IT (ervi#e
t'at is availa*le to *e !elivere! to 0+stomers. " (ervi#e
)a#4a&e in#l+!es a (ervi#e Level )a#4a&e an! one or more
0ore (ervi#es an! (+$$ortin& (ervi#es.
)a#'et+l !e
(ervi#i+
0Ser)ice Strategy2 : !es#riere !etaliata a +n+i (ervi#i+ IT
#are este !is$oni*il $entr+ a fi livrat #atre 0lienti. 1n )a#'et !e
(ervi#i+ in#l+!e +n )a#'et !e <ivel al (ervi#i+l+i9(L) si +n+l
sa+ mai m+lte (ervi#ii !e 5a2a si (ervi#ii !e (+$ort.
(ervi#e
)i$eline
0Ser)ice Strategy2 " !ata*ase or str+#t+re! o#+ment
listin& all IT (ervi#es t'at are +n!er #onsi!eration or
evelo$ment, *+t are not yet availa*le to 0+stomers. T'e
(ervi#e )i$eline $rovi!es a 5+siness vie3 of $ossi*le f+t+re
IT (ervi#es an! is $art of t'e (ervi#e )ortfolio 3'i#' is not
normally $+*lis'e! to 0+stomers.
(ervi#ii in #+rs
!e -la*orare
str+#t+rat #are #ontine toate (ervi#iile IT #are s+nt s+*
eval+are9ela*orare sa+ e2voltare !ar n+ s+nt in#a !is$oni*ile
0lientilor. (ervi#iile in #+rs !e -la*orare f+rni2ea2a o ve!ere
!e "fa#ere ale $osi*ilelor, viitoare, (ervi#ii IT si fa#e $arte !in
)ortofoli+l !e (ervi#ii #are in mo! normal n+ este $+*li#
0lientilor.
(ervi#e
)ortfolio
0Ser)ice Strategy2 T'e #om$lete set of (ervi#es t'at are
mana&e! *y a (ervi#e )rovi!er. T'e (ervi#e )ortfolio is +se!
to mana&e t'e entire Life#y#le of all (ervi#es, an! in#l+!es
t'ree 0ate&ories? (ervi#e )i$eline 7$ro$ose! or in
evelo$ment8> (ervi#e 0atalo&+e 7Live or availa*le for
e$loyment8> an! Retire! (ervi#es.
(ee (ervi#e )ortfolio Mana&ement, 0ontra#t )ortfolio.
)ortofoli+l !e
(ervi#ii
0Ser)ice Strategy2 1n set #om$let !e (ervi#ii #e s+nt
a!ministrate !e #atre +n %+rni2or !e (ervi#ii. )ortofoli+l !e
(ervi#ii este folosit $entr+ a a!ministra intre&+l 0i#l+ !e Viata
al t+t+ror (ervi#iilor, si in#l+!e trei 0ate&orii? (ervi#ii in #+rs !e
-la*orare 7$ro$+se sa+ in e2voltare8, 0atalo&+l !e (ervi#ii
7In )ro!+#tie sa+ !is$oni*ile $entr+ istri*+ire8 si (ervi#ii
Retrase. Ve2i Mana&ement+l )ortofoli+l+i !e (ervi#ii,
)ortofoli+l !e 0ontra#te.
(ervi#e
)ortfolio
Mana&ement
7()M8
0Ser)ice Strategy2 T'e )ro#ess res$onsi*le for mana&in&
t'e (ervi#e )ortfolio. (ervi#e )ortfolio Mana&ement
#onsi!ers (ervi#es in terms of t'e 5+siness val+e t'at t'ey
$rovi!e.
Mana&ement+l
)ortofoli+l+i !e
(ervi#ii 7()M8
0Ser)ice Strategy2 )ro#es+l res$onsa*il $entr+ a!ministrarea
)ortofoli+l+i !e (ervi#ii. Mana&ement+l )ortofoli+l+i !e
(ervi#i+ #onsi!era (ervi#iile in termen !e valoare $entr+
"fa#ere $e #are a#este servi#ii o f+rni2ea2a.
(ervi#e
)otential
0Ser)ice Strategy2 T'e total $ossi*le val+e of t'e overall
0a$a*ilities an! Reso+r#es of t'e IT (ervi#e )rovi!er.
)otential+l
(ervi#i+l+i
0Ser)ice Strategy2 Valoarea totala $osi*ila a t+t+ror
0a$a*ilitatilor si Res+rselor %+rni2or+l+i !e (ervi#ii IT.
(ervi#e
)rovi!er
0Ser)ice Strategy2 "n :r&anisation s+$$lyin& (ervi#es to
one or more Internal 0+stomers or -.ternal 0+stomers.
(ervi#e )rovi!er is often +se! as an a**reviation for IT
(ervi#e )rovi!er.
(ee Ty$e I (ervi#e )rovi!er, Ty$e II (ervi#e )rovi!er, Ty$e
III (ervi#e )rovi!er.
%+rni2or+l !e
(ervi#i+
0Ser)ice Strategy2 : :r&ani2atie #are f+rni2ea2a (ervi#ii
+n+ia sa+ mai m+ltor 0lienti Interni sa+ -.terni. %+rni2or+l
(ervi#i+l+i este !es +tili2at $entr+ $res#+rtarea %+rni2or+l+i !e
(ervi#ii IT.
Ve2i %+rni2or !e servi#ii !e ti$ I, %+rni2or !e servi#ii !e ti$ II,
%+rni2or !e servi#ii !e ti$ III.
(ervi#e
)rovi!er
Interfa#e 7()I8
0Ser)ice Strategy2 "n interfa#e *et3een t'e IT (ervi#e
)rovi!er an! a 1ser, 0+stomer, 5+siness )ro#ess, or a
(+$$lier. "nalysis of (ervi#e )rovi!er Interfa#es 'el$s to
#oor!inate en!6to6en! mana&ement of IT (ervi#es.
Interfata #+
%+rni2or+l
(ervi#i+l+i
7()I8
0Ser)ice Strategy2 : interfata intre %+rni2or+l !e (ervi#ii IT si
1tili2ator+l, 0lient+l, )ro#esele "fa#erii sa+ +n %+rni2or.
"nali2a Interfetei %+rni2or+l+i !e (ervi#ii a/+ta la #oor!onarea
#om$leta 7en!6to6en!8 a mana&ement+l+i (ervi#iilor IT.
(ervi#e
)rovisionin&
:$timi2ation
7():8
0Ser)ice Strategy2 "nalysin& t'e finan#es an! #onstraints of
an IT (ervi#e to !e#i!e if alternative a$$roa#'es to (ervi#e
!elivery mi&'t re!+#e 0osts or im$rove L+ality.
:$timi2area
%+rni2arii
(ervi#i+l+i
7():8
0Ser)ice Strategy2 "nali2a finantelor si #onstran&erilor +n+i
(ervi#i+ IT $entr+ a !e#i!e !a#a o meto!a alternativa !e
f+rni2are a (ervi#i+l+i $oate re!+#e 0ost+rile sa+ $oate
im*+natati 0alitatea.
(ervi#e
Re$ortin&
0'ontinual Ser)ice "mpro)ement2 T'e )ro#ess res$onsi*le
for $ro!+#in& an! !eliverin& re$orts of a#'ievement an!
tren!s a&ainst (ervi#e Levels. (ervi#e Re$ortin& s'o+l!
a&ree t'e format, #ontent an! fre,+en#y of re$orts 3it'
0+stomers.
Ra$ortarea
(ervi#iilor
0'ontinual Ser)ice "mpro)ement2 )ro#es+l res$onsa*il
$entr+ $ro!+#erea si livrarea ra$oartelor re2+ltatelor si
ten!intelor vis6a6vis !e <ivelele !e (ervi#i+. Ra$ortarea
(ervi#iilor ar tre*+i sa a&ree2e format+l+i, #ontin+t+l+i si
fre#venta ra$ortarii im$re+na #+, 0lientii.
(ervi#e
Re,+est
0Ser)ice 1peration2 " re,+est from a 1ser for information,
or a!vi#e, or for a (tan!ar! 0'an&e or for "##ess to an IT
(ervi#e. %or e.am$le to reset a $ass3or!, or to $rovi!e
stan!ar! IT (ervi#es for a ne3 1ser. (ervi#e Re,+ests are
+s+ally 'an!le! *y a (ervi#e es4, an! !o not re,+ire an
R%0 to *e s+*mitte!.
(ee Re,+est %+lfilment.
0erinta !e
(ervi#ii
0Ser)ice 1peration2 : #erinta a +n+i 1tili2ator $entr+
informatii sa+ sfat+ri, sa+ $entr+ o (#'im*are (tan!ar! sa+
$entr+ +n "##es la +n (ervi#i+ IT. e e.em$l+ resetarea +nei
$arole, sa+ f+rni2area +nor (ervi#ii IT stan!ar!e $entr+ +n no+
1tili2ator. 0erintele !e (ervi#e s+nt !e o*i#ei a!ministrate !e o
a$li#atie (ervi#e es4 si n+ ne#esita #a R%06+l sa fie
inre&istrat.
Ve2i (atisfa#erea 0erintelor.
(ervi#e
(o+r#in&
0Ser)ice Strategy2 T'e (trate&y an! a$$roa#' for !e#i!in&
3'et'er to $rovi!e a (ervi#e internally or to :+tso+r#e it to
an -.ternal (ervi#e )rovi!er. (ervi#e (o+r#in& also means
t'e e.e#+tion of t'is (trate&y.
(ervi#e (o+r#in& in#l+!es?
1 A Internal (o+r#in& 6 Internal or ('are! (ervi#es
+sin& Ty$e I or Ty$e II (ervi#e )rovi!ers.
A Tra!itional (o+r#in& 6 %+ll (ervi#e :+tso+r#in& +sin& a
Ty$e III (ervi#e )rovi!er.
A M+ltiven!or (o+r#in& 6 )rime, 0onsorti+m or (ele#tive
:+tso+r#in& +sin& Ty$e III (ervi#e )rovi!ers.
:ri&inea
(ervi#i+l+i
0Ser)ice Strategy2 (trate&ia si mo!alitatea !e a !e#i!e !a#a
f+rni2area +n+i (ervi#i+ se fa#e intern sa+ $rin -.ternali2area
a#est+ia #atre +n %+rni2or !e (ervi#ii -.tern. :ri&inea
(ervi#i+l+i mai inseamna si e.e#+tarea a#estei (trate&ii.
:ri&inea (ervi#i+l+i in#l+!e?
BInternali2atC9Inso+r#e (ervi#ii Interne sa+ %olosite in
0om+n, folosin! Ti$+l I sa+ Ti$+l II !e %+rni2ori !e (ervi#ii
(+rse Tra!itionale -.ternali2area #om$leta a (ervi#i+l+i
folosin! %+rni2ori !e (ervi#ii !e Ti$+l III.
%+rni2are !in s+rse m+lti$le -.ternali2area #atre +n
%+rni2or )rin#i$al, in "so#iatie sa+ (ele#tiva folosin!
%+rni2ori !e (ervi#ii !e Ti$+l III.
(ervi#e
(trate&y
0Ser)ice Strategy2 T'e title of one of t'e 0ore ITIL
$+*li#ations. (ervi#e (trate&y esta*lis'es an overall (trate&y
for IT (ervi#es an! for IT (ervi#e Mana&ement.
(ervi#e
(trate&y9(trate
&ia (ervi#i+l+i
0Ser)ice Strategy2 Titl+l +neia !intre $+*li#atii $rin#i$ale9#ore
ITIL. (trate&ia (ervi#i+l+i sta*ileste o (trate&ie #om$leta
$entr+ (ervi#iile IT si $entr+ Mana&ement+l (ervi#iilor IT.
(ervi#e
Transition
0Ser)ice #ransition2 " sta&e in t'e Life#y#le of an IT (ervi#e.
(ervi#e Transition in#l+!es a n+m*er of )ro#esses an!
(ee Transition.
(ervi#e
Transition9Tran
2itia (ervi#i+l+i
0Ser)ice #ransition2 : eta$a in 0i#l+l !e Viata al +n+i (ervi#i+
IT. Tran2itia (ervi#i+l+i in#l+!e +n n+mar !e )ro#ese si %+n#tii
si este titl+l +neia !intre $+*li#atiile $rin#i$ale9#ore ITIL.
Ve2i Tran2itie.
(ervi#e 1tility 0Ser)ice Strategy2 T'e %+n#tionality of an IT (ervi#e from
t'e 0+stomer=s $ers$e#tive. T'e 5+siness val+e of an IT
(ervi#e is #reate! *y t'e #om*ination of (ervi#e 1tility 73'at
t'e (ervi#e !oes8 an! (ervi#e Earranty 7'o3 3ell it !oes it8.
(ee 1tility.
1tilitatea
(ervi#i+l+i
0Ser)ice Strategy2 %+n#tionalitatea +n+i (ervi#i+ IT !in
$ers$e#tiva +n+i 0lient. Valoarea $entr+ "fa#ere a +n+i
(ervi#i+ IT este #reata !in #om*inarea 1tilitatii (ervi#i+l+i
7#eea #e fa#e (ervi#i+l8 si Garantia (ervi#i+l+i 7#at !e *ine
a#esta isi fa#e trea*a8.
Ve2i 1tilitate.
(ervi#e
Vali!ation an!
Testin&
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for Vali!ation
an! Testin& of a ne3 or 0'an&e! IT (ervi#e. (ervi#e
Vali!ation an! Testin& ens+res t'at t'e IT (ervi#e mat#'es its
esi&n ($e#ifi#ation an! 3ill meet t'e nee!s of t'e 5+siness.
Vali!area si
Testarea
(ervi#i+l+i
0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+ Vali!area si
Testarea +n+i (ervi#i+ IT no+ sa+ (#'im*at. Vali!area si
Testarea (ervi#i+l+i asi&+ra #a (ervi#i+l IT se $otriveste #+
($e#ifi#atiile !e )roie#tare si intr+neste ne#esitatile "fa#erii.
(ervi#e
Val+ation
0Ser)ice Strategy2 " meas+rement of t'e total 0ost of
!eliverin& an IT (ervi#e, an! t'e total val+e to t'e 5+siness
of t'at IT (ervi#e. (ervi#e Val+ation is +se! to 'el$ t'e
5+siness an! t'e IT (ervi#e )rovi!er a&ree on t'e val+e of
t'e IT (ervi#e.
-val+area
(ervi#i+l+i
0Ser)ice Strategy2 : mas+ra a 0ost+rilor totale !e f+rni2are a
+n+i (ervi#i+ IT si a valorii totale $entr+ "fa#ere a (ervi#i+l+i
IT. -val+area (ervi#i+l+i este folosita $entr+ a a/+ta "fa#erea
si %+rni2or+l !e (ervi#ii IT sa se $+na !e a#or! #+ valoarea
(ervi#i+l+i IT.
(ervi#e
Earranty
0Ser)ice Strategy2 "ss+ran#e t'at an IT (ervi#e 3ill meet
a&ree! Re,+irements. T'is may *e a formal "&reement s+#'
as a (ervi#e Level "&reement or 0ontra#t, or may *e a
mar4etin& messa&e or *ran! ima&e. T'e 5+siness val+e of
an IT (ervi#e is #reate! *y t'e #om*ination of (ervi#e 1tility
73'at t'e (ervi#e !oes8 an! (ervi#e Earranty 7'o3 3ell it
!oes it8.
(ee Earranty.
Garantia
(ervi#i+l+i9
(ervi#e
Earanty
0Ser)ice Strategy2 "si&+rarea #a +n (ervi#i+ IT va atin&e
0erintele a&reate. "#easta $oate fi +n "#or! formal #a !e
e.em$l+ <orma <ivel+l+i !e (ervi#ii sa+ 0ontra#t, sa+ $oate fi
+n mesa/ !e mar4etin& sa+ o ima&ine a +n+i *ran!. Valoarea
$entr+ "fa#ere a +n+i (ervi#i+ IT este #reata !e #om*inarea
1tilitatii (ervi#i+l+i 7#eea #e fa#e (ervi#i+l8 si Garantia
(ervi#i+l+i 7#at !e *ine este fa#+t a#el (ervi#i+8.
Ve2i Garantie.
(ervi#ea*ility 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 T'e
a*ility of a T'ir! )arty (+$$lier to meet t'e terms of t'eir
0ontra#t. T'is 0ontra#t 3ill in#l+!e a&ree! levels of
Relia*ility, Maintaina*ility or "vaila*ility for a 0onfi&+ration
Item.
0a$a#itatea !e
In!e$linire a
(ervi#i+l+i
"*ilitatea +n+i %+rni2or Terta )arte !e a6si in!e$lini termenii
!in 0ontra#t. "#est 0ontra#t in#l+!e nivele a&reate ale
In#re!erii, Mentana*ilitatii sa+ is$oni*ilitatii +n+i -lement !e
0onfi&+ratie.
('ift 0Ser)ice 1peration2 " &ro+$ or team of $eo$le 3'o #arry o+t
a s$e#ifi# Role for a fi.e! $erio! of time. %or e.am$le t'ere
#o+l! *e fo+r s'ifts of IT :$erations 0ontrol $ersonnel to
s+$$ort an IT (ervi#e t'at is +se! 24 'o+rs a !ay.
(#'im* 7T+ra8 0Ser)ice 1peration2 1n &r+$ sa+ o e#'i$a !e oameni #are
in!e$lines# +n Rol s$e#ifi# $e o $erioa!a fi.a !e tim$. e
e.em$l+, $ot fi $atr+ s#'im*+ri !e $ersonal $entr+ 0ontrol+l
:$erati+nilor IT $entr+ a asi&+ra s+$ort+l (ervi#iilor IT tim$ !e
24 !e ore $e 2i.
(im+lation
mo!ellin&
te#'ni,+e t'at #reates a !etaile! Mo!el to $re!i#t t'e
*e'avio+r of a 0onfi&+ration Item or IT (ervi#e. (im+lation
Mo!els #an *e very a##+rate *+t are e.$ensive an! time
#ons+min& to #reate. " (im+lation Mo!el is often #reate! *y
+sin& t'e a#t+al 0onfi&+ration Items t'at are *ein& mo!elle!,
3it' artifi#ial Eor4loa!s or Transa#tions. T'ey are +se! in
0a$a#ity Mana&ement 3'en a##+rate res+lts are im$ortant.
" sim+lation mo!el is sometimes #alle! a )erforman#e
5en#'mar4.
Mo!elare $rin
(im+lare
te'ni#a #are #rea2a +n Mo!el !etaliat $entr+ $revi2ionarea
#om$ortamentelor +n+i -lement !e 0onfi&+ratie sa+ a +n+i
(ervi#i+ IT. Mo!elele !e (im+lare $ot fi foarte e.a#te !ar
a#estea s+nt s#+m$e #a $ret si mari #ons+matoare !e tim$.
1n Mo!el !e (im+lare este !e o*i#ei #reat folosin! -lementele
!e 0onfi&+ratie a#t+ale #e s+nt mo!elate, $rin In#ar#ari sa+
Tran2a#tii sim+late. "#estea s+nt +tili2ate in Mana&ement+l
0a$a#itatii #an! re2+ltatele e.a#te s+nt im$ortante. 0ateo!ata
+n mo!el !e sim+lare este n+mit si 5en#'mar4 !e
)erformanta.
(in&le )oint of
0onta#t
0Ser)ice 1peration2 )rovi!in& a sin&le #onsistent 3ay to
#omm+ni#ate 3it' an :r&anisation or 5+siness 1nit. %or
e.am$le, a (in&le )oint of 0onta#t for an IT (ervi#e )rovi!er
is +s+ally #alle! a (ervi#e es4.
)+n#t 1ni# !e
0onta#t
0Ser)ice 1peration2 %+rni2area +n+i sin&+r mo! #onsistent !e
a #om+ni#a #+ o :r&ani2atie sa+ #+ o 1nitate !e "fa#ere. e
e.em$l+, )+n#t+l 1ni# !e 0onta#t $entr+ %+rni2or+l !e (ervi#ii
IT este !e o*i#ei n+mit (ervi#e es4.
(in&le )oint of
%ail+re
7():%8
0Ser)ice (esign2 "ny 0onfi&+ration Item t'at #an #a+se an
In#i!ent 3'en it fails, an! for 3'i#' a 0o+ntermeas+re 'as
not *een im$lemente!. " ():% may *e a $erson, or a ste$ in
a )ro#ess or "#tivity, as 3ell as a 0om$onent of t'e IT
Infrastr+#t+re.
(ee %ail+re.
)+n#t 0riti# al
Infrastr+#t+rii
7():%8
0Ser)ice (esign2 :ri#e -lement !e 0onfi&+ratie #are $oate
#a+2a +n In#i!ent, at+n#i #an! se !efe#tea2a, si $entr+ #are o
0ontramas+ra n+ a fost im$lementata. ():% $oate fi
re$re2entat !e o $ersoana, +n $as intr6+n )ro#es sa+ o
"#tivitate, !ar si o 0om$onenta a Infrastr+#t+rii IT.
Ve2i efe#ti+ne.
(L"M 0'art 0'ontinual Ser)ice "mpro)ement2 " (ervi#e Level
"&reement Monitorin& 0'art is +se! to 'el$ monitor an!
re$ort a#'ievements a&ainst (ervi#e Level Tar&ets. " (L"M
0'art is ty$i#ally #olo+r #o!e! to s'o3 3'et'er ea#' a&ree!
(ervi#e Level Tar&et 'as *een met, misse!, or nearly misse!
!+rin& ea#' of t'e $revio+s 12 mont's.
Ra$oarte
(L"M9
Monitori2area
)erformantei
<ivel+l+i !e
(ervi#ii "&reate
0'ontinual Ser)ice "mpro)ement2 Monitori2area
)erformantei <ivel+l+i !e (ervi#ii "&reate este folosita $entr+
a monitori2a si ra$orta reali2arile vers+s <orma <ivel+l+i !e
(ervi#ii. Ra$oartele (L"M s+nt !eo*i#ei reali2ate in #+lori
$entr+ a arata !a#a fie#are <orma a <ivel+l+i !e (ervi#ii a fost
atinsa, !e$asita sa+ !a#a a fost foarte $+tin !e$asita !e6a
l+n&+l a 12 l+ni anterioare.
(M"RT 0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 "n
a#ronym for 'el$in& to remem*er t'at tar&ets in (ervi#e
Level "&reements an! )ro/e#t )lans s'o+l! *e ($e#ifi#,
Meas+ra*le, "#'ieva*le, Relevant an! Timely.
($e#ifi#,
Mas+ra*il,
Reali2a*il,
Relevant si
!efinite in
Tim$9(M"RT
0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2 1n
a#ronim folosit $entr+ a ne aminti o*ie#tivele "#or!+l+i
<ivel+l+i (ervi#i+l+i "&reat si )lan+rile )roie#telor, #a tre*+ie
sa fie ($e#ifi#e, Mas+ra*ile, Reali2a*ile, Relevante si in Tim$
+til.
(na$s'ot 0Ser)ice #ransition2 T'e #+rrent state of a 0onfi&+ration as
#a$t+re! *y a !is#overy tool.
"lso +se! as a synonym for 5en#'mar4.
(ee 5aseline.
0onfi&+ratie
Instantanee
0Ser)ice #ransition2 (tarea #+renta al +nei 0onfi&+ratii asa
#+m a fost #a$t+rata !e +n instr+ment.
-ste folosit #a sinonim $entr+ 5en#'mar4 7Re$er in Tim$8.
Ve2i Referinta.
(o+r#e (ee (ervi#e (o+r#in&. :ri&ine9(+rsa Ve2i :ri&inea (ervi#i+l+i.
($e#ifi#ation " formal !efinition of Re,+irements. " ($e#ifi#ation may *e
+se! to !efine te#'ni#al or :$erational Re,+irements, an!
may *e internal or e.ternal. Many $+*li# (tan!ar!s #onsist of
a 0o!e of )ra#ti#e an! a ($e#ifi#ation. T'e ($e#ifi#ation
!efines t'e (tan!ar! a&ainst 3'i#' an :r&anisation #an *e
"+!ite!.
($e#ifi#atie : !efinire formala a termen+l+i !e 0erinta. : ($e#ifi#atie
$oate fi folosita $entr+ a !efini 0erinte te'ni#e sa+
:$erationale, si $oate fi interna sa+ e.terna. M+lte (tan!ar!e
$+*li#e #onsta+ intr6+n 0o! !e )ra#ti#i si o ($e#ifi#atie.
($e#ifi#atiile !efines# (tan!ar!ele in +rma #arora o
:r&ani2atie $oate fi "+!itata.
(ta4e'ol!er "ll $eo$le 3'o 'ave an interest in an :r&anisation, )ro/e#t,
IT (ervi#e et#. (ta4e'ol!ers may *e intereste! in t'e
"#tivities, tar&ets, Reso+r#es, or elivera*les. (ta4e'ol!ers
may in#l+!e 0+stomers, )artners, em$loyees, s'are'ol!ers,
o3ners, et#. (ee R"0I.
Man!atat Toate $ersoanele #e a+ +n interes intr6o :r&ani2atie, )roie#t,
(ervi#i+ IT et#. Man!atatii $ot fi interesati !e "#tivitati,
o*ie#tive, Res+rse sa+ Livra*ile. Man!atatii $ot in#l+!e 0lienti,
)arteneri, an&a/ati, a#tionari, $ro$rietari et#.
Ve2i R"0I.
(tan!ar! " man!atory Re,+irement. -.am$les in#l+!e I(:9I-0 20000
7an international (tan!ar!8, an internal se#+rity (tan!ar! for
1ni. #onfi&+ration, or a &overnment (tan!ar! for 'o3
finan#ial Re#or!s s'o+l! *e maintaine!. T'e term (tan!ar!
is also +se! to refer to a 0o!e of )ra#ti#e or ($e#ifi#ation
$+*lis'e! *y a (tan!ar!s :r&anisation s+#' as I(: or 5(I.
(ee G+i!eline.
(tan!ar! : 0erinta o*li&atorie. 1n e.em$l+ $oate fi I(:9I-0 20000 7+n
(tan!ar! International8, +n (tan!ar! intern !e se#+ritate
$entr+ #onfi&+rarea sistem+l+i 1ni., sa+ +n (tan!ar!
&+vernamental $entr+ #+m ar tre*+i mentin+te Inre&istrarile
finan#iare. Termen+l !e (tan!ar! este !e asemenea folosit
$entr+ a se referi la 0o!+l !e )ra#ti#a sa+ ($e#ifi#atiile
$+*li#ate !e :r&ani2atiile !e (tan!ar!e #+m ar fi I(: sa+ 5(I.
Ve2i G'i!9In!r+mar.
(tan!ar!
0'an&e
0Ser)ice #ransition2 " $re6a$$rove! 0'an&e t'at is lo3
Ris4, relatively #ommon an! follo3s a )ro#e!+re or Eor4
Instr+#tion. %or e.am$le $ass3or! reset or $rovision of
stan!ar! e,+i$ment to a ne3 em$loyee. R%0s are not
re,+ire! to im$lement a (tan!ar! 0'an&e, an! t'ey are
lo&&e! an! tra#4e! +sin& a !ifferent me#'anism, s+#' as a
(ervi#e Re,+est.
(ee 0'an&e Mo!el.
(#'im*are
(tan!ar!
0Ser)ice #ransition2 : (#'im*are $re6a$ro*ata #e $res+$+ne
+n Ris# minim, relativ #om+na, si #are +rmea2a o )ro#e!+ra
sa+ o Instr+#ti+ne !e L+#r+. e e.em$l+, resetarea +nei
$arole sa+ $re&atirea +n+i e#'i$ament stan!ar! $entr+ +n no+
an&a/at. R%06+rile n+ ne#esita sa im$lemente2e o (#'im*are
(tan!ar!, si a#estea s+nt lo&ate si +rmarite folosin!
me#anisme !iferite, #+m ar fi 0ererere !e (ervi#ii.
Ve2i Mo!el !e (#'im*are.
(tan!ar!
:$eratin&
)ro#e!+res
7(:)8
0Ser)ice 1peration2 )ro#e!+res +se! *y IT :$erations
Mana&ement.
)ro#e!+ri
:$erationale
(tan!ar!
7(:)8
0Ser)ice 1peration2 )ro#e!+rile folosite !e #atre
Mana&ement+l :$erati+nilor IT.
(tan!*y 0Ser)ice (esign2 1se! to refer to Reso+r#es t'at are not
re,+ire! to !eliver t'e Live IT (ervi#es, *+t are availa*le to
s+$$ort IT (ervi#e 0ontin+ity )lans. %or e.am$le a (tan!*y
!ata #entre may *e maintaine! to s+$$ort ;ot (tan!*y,
Earm (tan!*y or 0ol! (tan!*y arran&ements.
(tan!*y9
is$oni*il in
aste$tare
0Ser)ice (esign2 %olosit $entr+ a se referi la Res+rsele #are
n+ s+nt ne#esare $entr+ a livra (ervi#iile IT aflate in )ro!+#tie,
!ar s+nt !is$oni*ile $entr+ a asi&+ra )lan+l !e 0ontin+itate al
(ervi#iilor IT. e e.em$l+ +n #entr+ !e !ate is$oni*il in
"ste$tare $oate fi mentin+t $entr+ a asi&+ra aran/amentele ;ot
(tan!*y, Earm (tan!*y sa+ 0ol! (tan!*y.
(tatement of
re,+irements
7(:R8
0Ser)ice (esign2 " o#+ment #ontainin& all Re,+irements
for a $ro!+#t $+r#'ase, or a ne3 or #'an&e! IT (ervi#e.
(ee Terms of Referen#e.
efinitia
0erintelor
7(:R8
0Ser)ice (esign2 1n o#+ment #ontinan! toate 0erintele
$entr+ a#'i2itionarea +n+i $ro!+s, sa+ $entr+ +n (ervi#i+ IT
no+ sa+ s#'im*at. Ve2i Termeni !e Referinta.
(tat+s T'e name of a re,+ire! fiel! in many ty$es of Re#or!. It
s'o3s t'e #+rrent sta&e in t'e Life#y#le of t'e asso#iate!
0onfi&+ration Item, In#i!ent, )ro*lem et#.
(tare <+mele +n+i #am$ ne#esar in mai m+lte ti$+ri !e Inre&istrari.
"#esta arata eta$a #+renta !in 0i#l+l !e Viata al -lement+l+i
!e 0onfi&+ratie, In#i!ent+l+i, )ro*lemei aso#iate, et#. .
(tat+s
"##o+ntin&
0Ser)ice #ransition2 T'e "#tivity res$onsi*le for re#or!in&
an! re$ortin& t'e Life#y#le of ea#' 0onfi&+ration Item.
Trasa*ilitatea
(tarii9(tat+s
"##o+ntin&
0Ser)ice #ransition2 "#tivitatea res$onsa*ila $entr+
inre&istrarea si ra$ortarea 0i#l+l+i !e Viata al fie#ar+i -lement
!e 0onfi&+ratie.
(tora&e
Mana&ement
t'e stora&e an! maintenan#e of !ata t'ro+&'o+t its Life#y#le.
Mana&ement+l
sto#arii
0Ser)ice 1peration2 )ro#es+l res$onsa*il $entr+
a!minstrarea sto#arii si mentinerii !atelor !e6a l+n&+l 0i#l+rilor
lor !e Viata.
(trate&i# 0Ser)ice Strategy2 T'e 'i&'est of t'ree levels of )lannin&
an! !elivery 7(trate&i#, Ta#ti#al, :$erational8. (trate&i#
"#tivities in#l+!e :*/e#tive settin& an! lon& term )lannin& to
a#'ieve t'e overall Vision.
(trate&i# 0Ser)ice Strategy2 0el mai inalt !intre #ele trei nivele !e
)lanifi#are si livrare 7(trate&i#, Ta#ti#, :$erational8. "#tivitatile
(tra&i#e in#l+! sta*ilirea :*ie#tivelor si )lanifi#area $e termen
l+n& $entr+ a atin&e Vi2i+nea in totalitate.
(trate&y 0Ser)ice Strategy2 " (trate&i# )lan !esi&ne! to a#'ieve
!efine! :*/e#tives.
(trate&ie 0Ser)ice Strategy2 1n )lan (trate&i# $roie#tat $entr+ a atin&e
:*ie#tive !efinite.
(+$er 1ser 0Ser)ice 1peration2 " 1ser 3'o 'el$s ot'er 1sers, an!
assists in #omm+ni#ation 3it' t'e (ervi#e es4 or ot'er $arts
of t'e IT (ervi#e )rovi!er. (+$er 1sers ty$i#ally $rovi!e
s+$$ort for minor In#i!ents an! trainin&.
(+$er+ser 0Ser)ice 1peration2 1n 1tili2ator #are ii a/+ta $e alti
1tili2atori, si asista la #om+ni#area #+ (ervi#e es4 sa+ #+
alte $arti ale %+rni2or+l+i !e (ervi#ii IT. (+$er +tili2atorii, !e
o*i#ei, asi&+ra s+$ort $entr+ In#i!ente minore si $entr+
trainin&.
(+$$lier 0Ser)ice Strategy2 0Ser)ice (esign2 " T'ir! )arty
res$onsi*le for s+$$lyin& &oo!s or (ervi#es t'at are re,+ire!
to !eliver IT servi#es. -.am$les of s+$$liers in#l+!e
#ommo!ity 'ar!3are an! soft3are ven!ors, net3or4 an!
tele#om $rovi!ers, an! :+tso+r#in& :r&anisations.
(ee 1n!er$innin& 0ontra#t, (+$$ly 0'ain.
%+rni2or 0Ser)ice Strategy2 0Ser)ice (esign2 : Terta )arte
res$onsa*ila $entr+ f+rni2area *+n+rilor sa+ (ervi#iilor
ne#esare $entr+ livrarea (ervi#iilor IT. -.em$lele !e f+rni2ori
in#l+! f+rni2ori !e #om$onente 'ar!3are si soft3are #om+ne,
retele, si f+rni2ori !e tele#om+ni#atii $re#+m si :r&ani2atii !e
-.ternali2are. Ve2i 0ontra#t !e (ervi#ii (+$ort, %l+. !e
"$rovi2ionare.
(+$$lier an!
0ontra#t
ata*ase
7(08
0Ser)ice (esign2 " !ata*ase or str+#t+re! o#+ment +se!
to mana&e (+$$lier 0ontra#ts t'ro+&'o+t t'eir Life#y#le. T'e
(0 #ontains 4ey "ttri*+tes of all 0ontra#ts 3it' (+$$liers,
an! s'o+l! *e $art of t'e (ervi#e @no3le!&e Mana&ement
(ystem.
5a2a !e ate
#+ %+rni2ori si
0ontra#te
7(08
0Ser)ice (esign2 : *a2a !e !ate sa+ +n o#+ment str+#t+rat
folosit $entr+ a a!ministra 0ontra#tele %+rni2orilor !e6a l+n&+l
0i#l+l+i lor !e Viata. (0 #ontine "tri*+te #'eie ale t+t+ror
0ontra#telor #+ %+rni2orii, si tre*+ie sa fa#a $arte !in (istem+l
!e Mana&ement al 0+nostintelor !es$re (ervi#ii9(@M(.
(+$$lier
Mana&ement
0Ser)ice (esign2 T'e )ro#ess res$onsi*le for ens+rin& t'at
all 0ontra#ts 3it' (+$$liers s+$$ort t'e nee!s of t'e
5+siness, an! t'at all (+$$liers meet t'eir #ontra#t+al
#ommitments.
Mana&ement+l
%+rni2orilor
0Ser)ice (esign2 )ro#es+l res$onsa*il $entr+ a se asi&+ra #a
toate 0ontra#tele #+ %+rni2orii in!e$lines# ne#esitatile "fa#erii,
si #a toti %+rni2orii isi in!e$lines# #erintele #ontra#t+ale.
(+$$ly 0'ain 0Ser)ice Strategy2 T'e "#tivities in a Val+e 0'ain #arrie! o+t
*y (+$$liers. " (+$$ly 0'ain ty$i#ally involves m+lti$le
(+$$liers, ea#' a!!in& val+e to t'e $ro!+#t or (ervi#e.
(ee Val+e <et3or4.
%l+. !e
"$rovi2ionare
0Ser)ice Strategy2 "#tivitatile !intr6+n Lant al Valorii
in!e$linite !e #atre %+rni2ori. 1n %l+. !e "$rovi2ionare, ti$i#,
im$li#a mai m+lti %+rni2ori, fie#are a!a+&an! valoare
$ro!+s+l+i sa+ (ervi#i+l+i.
Ve2i Val+e <et3or4
(+$$ort Gro+$ 0Ser)ice 1peration2 " &ro+$ of $eo$le 3it' te#'ni#al s4ills.
(+$$ort Gro+$s $rovi!e t'e Te#'ni#al (+$$ort nee!e! *y all
of t'e IT (ervi#e Mana&ement )ro#esses.
(ee Te#'ni#al Mana&ement.
Gr+$ !e (+$ort 0Ser)ice 1peration2 1n &r+$ !e oameni #+ a*ilitati te'ni#e.
Gr+$+rile !e (+$ort f+rni2ea2a (+$ort+l Te'ni# #er+t !e #atre
toate )ro#esele Mana&ement+l+i (ervi#iilor IT.
Ve2i Mana&ement+l Te'ni#.
(+$$ort ;o+rs 0Ser)ice (esign2 0Ser)ice 1peration2 T'e times or 'o+rs
3'en s+$$ort is availa*le to t'e 1sers. Ty$i#ally t'is is t'e
'o+rs 3'en t'e (ervi#e es4 is availa*le. (+$$ort ;o+rs
s'o+l! *e !efine! in a (ervi#e Level "&reement, an! may *e
!ifferent from (ervi#e ;o+rs. %or e.am$le, (ervi#e ;o+rs
may *e 24 'o+rs a !ay, *+t t'e (+$$ort ;o+rs may *e 0K?00
to 1P?00.
:rar !e (+$ort 0Ser)ice (esign2 0Ser)ice 1peration2 Tim$ii sa+ orele #an!
s+$ort+l este !is$oni*il 1tili2atorilor. 12+al, a#estea s+nt orele
#an! (ervi#e es4 este !is$oni*il. :rar+l !e (+$ort tre*+ie
!efinit intr6+n "#or! al <ivel+l+i !e (ervi#i+ "&reat, si $oate fi
!iferit fata !e :rar+l is$oni*ilitatii (ervi#i+l+i. e e.em$l+,
:rar+l is$oni*ilitatii (ervi#i+l+i $oate fi 24924 !e ore, iar
:rar+l !e (+$ort $oate fi !e la 0K?00 la 1P?00.
(+$$ortin&
(ervi#e
0Ser)ice Strategy2 " (ervi#e t'at ena*les or en'an#es a
0ore (ervi#e. %or e.am$le a ire#tory (ervi#e or a 5a#4+$
(ervi#e.
(ee (ervi#e )a#4a&e.
(ervi#ii !e
(+$ort
0Ser)ice Strategy2 1n (ervi#i+ #are s$ri/ina sa+ mareste
7valoarea8 +n (ervi#i+ !e 5a2a. e e.em$l+, +n (ervi#i+
ire#tor sa+ +n (ervi#i+ !e 5a#4+$.
Ve2i )a#'et !e (ervi#ii.
(E:T
"nalysis
0'ontinual Ser)ice "mpro)ement2 " te#'ni,+e t'at revie3s
an! analyses t'e internal stren&t's an! 3ea4nesses of an
:r&anisation an! t'e e.ternal o$$ort+nities an! t'reats 3'i#'
it fa#es (E:T stan!s for (tren&t's, Eea4nesses,
:$$ort+nities an! T'reats.
"nali2a
(E:T9"nali2a
"vanta/elor,
(la*i#i+nilor,
:$ort+nitatilor
si "menintarilor
0'ontinual Ser)ice "mpro)ement2 : te'ni#a #are revi2+ieste
si anali2ea2a $+n#tele 7interne8 tari si sla*e ale +nei
:r&ani2atii si o$ort+nitatile si amenintarile e.terne #+ #are se
#onfr+nta. (E:T este +n a#ronym $entr+ )+n#te tari, )+n#te
sla*e, :$ort+nitati si "menintari.
(ystem " n+m*er of relate! t'in&s t'at 3or4 to&et'er to a#'ieve an
overall :*/e#tive. %or e.am$le?
A " #om$+ter (ystem in#l+!in& 'ar!3are, soft3are an!
"$$li#ations.
A " mana&ement (ystem, in#l+!in& m+lti$le )ro#esses t'at
are $lanne! an! mana&e! to&et'er. %or e.am$le a
L+ality Mana&ement (ystem.
A " ata*ase Mana&ement (ystem or :$eratin& (ystem
t'at in#l+!es many soft3are mo!+les t'at are !esi&ne!
to $erform a set of relate! %+n#tions.
(istem 1n n+mar !e l+#r+ri relationate #are f+n#tionea2a im$re+na
$entr+ a atin&e +n :*ie#tiv &lo*al. e e.em$l+?
A 1n (istem #e in#l+!e 'ar!3are, soft3are si "$li#atii.
A 1n (istem !e mana&ement, #e in#l+!e )ro#ese m+lti$le #e
s+nt $lanifi#ate si a!ministrate im$re+na. e e.em$l+ (istem+l
!e Mana&ement al 0alitatii9LM(.
A 1n (istem !e Mana&ement al 5a2elor !e ate sa+ (istem
!e :$erare #e in#l+!e mai m+lte mo!+le soft3are #onfi&+rate
$entr+ efe#t+a +n set !e %+n#tii relationate.
(ystem
Mana&ement
T'e $art of IT (ervi#e Mana&ement t'at fo#+ses on t'e
mana&ement of IT Infrastr+#t+re rat'er t'an )ro#ess.
Mana&ement+l
(istem+l+i
)artea !in Mana&ement+l (ervi#iilor IT #are se a.ea2a mai
m+lt $e mana&ement+l Infrastr+#t+rii IT !e#at $e )ro#ese.
Ta#ti#al T'e mi!!le of t'ree levels of )lannin& an! !elivery 7(trate&i#,
Ta#ti#al, :$erational8. Ta#ti#al "#tivities in#l+!e t'e me!i+m
term )lans re,+ire! to a#'ieve s$e#ifi# :*/e#tives, ty$i#ally
over a $erio! of 3ee4s to mont's.
Ta#ti# )artea me!iana a #elor trei nivele ale )lanifi#arii si livrarii
7(trate&i#, Ta#ti#, :$erational8. "#tivitatile Ta#ti#e in#l+!
)lan+ri $e termen me!i+, ne#esare $entr+ a atin&e :*ie#tive
s$e#ifi#e, #e $ot !+ra !e la #ateva sa$tamani $ana la #ateva
l+ni.
Ta& 0Ser)ice Strategy2 " s'ort #o!e +se! to i!entify a 0ate&ory.
%or e.am$le ta&s -01, -02, -03 et#. mi&'t *e +se! to
i!entify !ifferent 0+stomer o+t#omes 3'en analysin& an!
#om$arin& (trate&ies. T'e term Ta& is also +se! to refer to
t'e "#tivity of assi&nin& Ta&s to t'in&s.
-ti#'eta 0Ser)ice Strategy2 1n #o! s#+rt folosit $entr+ a i!entifi#a o
0ate&orie. e e.em$l+ -ti#'etele -01, -02, -03 et#. $ot fi
folosite $entr+ a i!entifi#a !iferite re2+ltate !orite !e 0lienti
at+n#i #an! (trate&iile s+nt anali2ate si #om$arate. Termen+l
-ti#'eta este !e asemenea folosit $entr+ a se referi la
"#tivitatea !e atri*+ire a +nor -ti#'ete l+#r+rilor.
Te#'ni#al
Mana&ement
0Ser)ice 1peration2 T'e %+n#tion res$onsi*le for $rovi!in&
te#'ni#al s4ills in s+$$ort of IT (ervi#es an! mana&ement of
t'e IT Infrastr+#t+re. Te#'ni#al Mana&ement !efines t'e
Roles of (+$$ort Gro+$s, as 3ell as t'e tools, )ro#esses an!
)ro#e!+res re,+ire!.
Mana&ement+l
Te'ni#
0Ser)ice 1peration2 %+n#tia res$onsa*ila $entr+ f+rni2area
a*ilitatilor te'ni#e ne#esare in s+$ort+l (ervi#iilor IT si
mana&ement+l+i Infrastr+#t+rii IT. Mana&ement+l Te'ni#
!efineste Rol+ri $entr+ Gr+$+rile (+$ort, la fel !e *ine #a si
instr+mentele, )ro#esele si )ro#e!+rile ne#esare.
Te#'ni#al
:*servation
7T:8
0'ontinual Ser)ice "mpro)ement2 " te#'ni,+e +se! in
(ervi#e Im$rovement, )ro*lem investi&ation an! "vaila*ility
Mana&ement. Te#'ni#al s+$$ort staff meet to monitor t'e
*e'avio+r an! )erforman#e of an IT (ervi#e an! ma4e
re#ommen!ations for im$rovement.
:*servare
Te'ni#a 7T:8
0'ontinual Ser)ice "mpro)ement2 : te'ni#a folosita in
Im*+natatirea (ervi#i+l+i, investi&area )ro*lemei si
Mana&ement+l is$oni*ilitatii. )ersonal+l !e s+$ort te'ni# se
intalneste $entr+ a monitori2a #om$ortament+l si
)erformantele (ervi#iilor IT si sa fa#a re#oman!ari $entr+
im*+natatire.
Te#'ni#al
(ervi#e
(ynonym for Infrastr+#t+re (ervi#e. (ervi#i+ Te'ni# (inonim $entr+ Infrastr+#t+ra (ervi#i+l+i.
Te#'ni#al
(+$$ort
(ynonym for Te#'ni#al Mana&ement. (+$ort Te'ni# (inonim $entr+ Mana&ement+l Te'ni#.
Tension
Metri#s
0'ontinual Ser)ice "mpro)ement2 " set of relate! Metri#s,
in 3'i#' im$rovements to one Metri# 'ave a ne&ative effe#t
on anot'er. Tension Metri#s are !esi&ne! to ens+re t'at an
a$$ro$riate *alan#e is a#'ieve!.
Metri#i
0om$lementar
e9 Metri#e
Tension
0'ontinual Ser)ice "mpro)ement2 1n set !e Metri#e
relationate, in #are im*+natatirile +nei Metri#e a+ efe#t ne&ativ
as+$ra alteia. Metri#ile 0om$lementare s+nt $roie#tate $entr+
a se asi&+ra #a este atins +n e#'ili*r+ $otrivit.
Terms of
Referen#e
7T:R8
0Ser)ice (esign2 " o#+ment s$e#ifyin& t'e Re,+irements,
(#o$e, elivera*les, Reso+r#es an! s#'e!+le for a )ro/e#t
or "#tivity.
Termeni !e
Referinta
7T:R8
0Ser)ice (esign2 1n o#+ment #are s$e#ifi#a 0erintele,
(#o$+l, Livra*ilele, Res+rsele si $lanifi#area +n+i )roie#t sa+ a
+nei "#tivitati.
Test 0Ser)ice #ransition2 "n "#tivity t'at verifies t'at a
0onfi&+ration Item, IT (ervi#e, )ro#ess, et#. meets its
($e#ifi#ation or a&ree! Re,+irements.
(ee (ervi#e Vali!ation an! Testin&, "##e$tan#e.
Test 0Ser)ice #ransition2 "#tivitatea #e verifi#a !a#a -lementele
!e 0onfi&+ratie, (ervi#iile IT, )ro#esele et#. isi atin&
($e#ifi#atiile si 0erintele sta*ilite 7#onvenite8.
Ve2i Testarea si Vali!area (ervi#i+l+i, "##e$tanta.
Test
-nvironment
0Ser)ice #ransition2 " #ontrolle! -nvironment +se! to Test
0onfi&+ration Items, 5+il!s, IT (ervi#es, )ro#esses et#.
Me!i+ !e Test 0Ser)ice #ransition2 1n Me!i+ #ontrolat, folosit $entr+ a Testa
-lementele !e 0onfi&+ratie, "nsam*l+rile, (ervi#iile IT,
)ro#esele et#.
T'ir! )arty " $erson, &ro+$, or 5+siness 3'o is not $art of t'e (ervi#e
Level "&reement for an IT (ervi#e, *+t is re,+ire! to ens+re
s+##essf+l !elivery of t'at IT (ervi#e. %or e.am$le a soft3are
(+$$lier, a 'ar!3are maintenan#e #om$any, or a fa#ilities
!e$artment. Re,+irements for T'ir! )arties are ty$i#ally
s$e#ifie! in 1n!er$innin& 0ontra#ts or :$erational Level
"&reements.
)arte Terta : $ersoana, +n &r+$ sa+ o "fa#ere #are n+ fa#e $arte !in
"#or!+l <ivel+i (ervi#i+l+i "&reat $entr+ +n (ervi#i+ IT, !ar
este ne#esara $entr+ a asi&+ra f+rni2area #+ s+##ess a
(ervi#iilor IT. e e.em$l+, +n %+rni2or !e soft3are, o
#om$anie !e intretinere 'ar!3are sa+ +n !e$artament
res$onsa*il #+ a!ministrarea fa#ilitatilor. 0erintele $entr+
)artea Terta s+nt s$e#ifi#ate in 0ontra#t+l !e (ervi#ii (+$ort
sa+ in "#or!+l <ivel+l+i :$erational "&reat.
T'ir!6line
(+$$ort
0Ser)ice 1peration2 T'e t'ir! level in a 'ierar#'y of (+$$ort
Gro+$s involve! in t'e resol+tion of In#i!ents an!
investi&ation of )ro*lems. -a#' level #ontains more
s$e#ialist s4ills, or 'as more time or ot'er Reso+r#es.
(+$ort !e <ivel
Trei
0Ser)ice 1peration2 "l treilea nivel ierar'i# al Gr+$+rilor !e
(+$ort im$li#ate in re2olvarea In#i!entelor si investi&area
)ro*lemelor. %ie#are nivel #ontine mai m+lti s$e#ialisti sa+ are
mai m+lt tim$ !is$oni*il sa+ alte Res+rse.
T'reat "nyt'in& t'at mi&'t e.$loit a V+lnera*ility. "ny $otential
#a+se of an In#i!ent #an *e #onsi!ere! to *e a T'reat. %or
e.am$le a fire is a T'reat t'at #o+l! e.$loit t'e V+lnera*ility
of flamma*le floor #overin&s. T'is term is #ommonly +se! in
Information (e#+rity Mana&ement an! IT (ervi#e 0ontin+ity
Mana&ement, *+t also a$$lies to ot'er areas s+#' as
)ro*lem an! "vaila*ility Mana&ement.
"menintare :ri#e #e ar $+tea e.$loata o V+lnera*ilitate. :ri#e #a+2a
$otentiala a +n+i In#i!ent $oate fi #onsi!erata o "menintare.
e e.em$l+ +n fo# este o "menintare #e $oate e.$loata
V+lnera*ilitatea a#o$eririlor inflama*ile ale $ar!oselilor. "#est
termen este folosit !es in Mana&ement+l (e#+ritatii Informatiei
si in Mana&ement+l 0ontin+itatii (ervi#iilor IT, !ar este
a$li#a*il si in 2one #+m ar fi Mana&ement+l )ro*lemelor si
is$oni*ilitatii.
T'res'ol! T'e val+e of a Metri# 3'i#' s'o+l! #a+se an "lert to *e
&enerate!, or mana&ement a#tion to *e ta4en. %or e.am$le
I)riority1 In#i!ent not solve! 3it'in 4 'o+rsI, Imore t'an N
soft !is4 errors in an 'o+rI, or Imore t'an 10 faile! #'an&es
in a mont'I.
)ra&, Limita Valoarea +nei Metri#e #are ar tre*+i sa !e#lanse2e o "lerta
sa+ sa se ia o a#ti+ne !e &estionare 7a sit+atiei8. e e.em$l+
BIn#i!ent )rioritatea1 nere2olvat in 4 oreC, Bmai m+lt !e N erori
minore !e !is# intr6o oraC sa+ Bmai m+lt !e 10 s#'im*ari
es+ate intr6o l+naC.
T'ro+&'$+t 0Ser)ice (esign2 " meas+re of t'e n+m*er of Transa#tions,
or ot'er :$erations, $erforme! in a fi.e! time. %or e.am$le
N000 emails sent $er 'o+r, or 200 !is4 I9:s $er se#on!.
0a$a#itate !e
+tili2are
0Ser)ice (esign2 : mas+ra a n+mar+l+i !e Tran2a#tii sa+ al
altor :$erati+ni, e.e#+tate intr6o $erioa!a fi.a. e e.em$l+
N000 !e email6+ri trimise $e ora, sa+ 200 !e I9: !is# $e
se#+n!a.
Total 0ost of
:3ners'i$
7T0:8
0Ser)ice Strategy2 " met'o!olo&y +se! to 'el$ ma4e
investment !e#isions. T0: assesses t'e f+ll Life#y#le 0ost of
o3nin& a 0onfi&+ration Item, not /+st t'e initial 0ost or
$+r#'ase $ri#e.
(ee Total 0ost of 1tili2ation.
0ost Total !e
)osesie 7T0:8
0Ser)ice Strategy2 : meto!olo&ie folosita $entr+ a a/+ta la
l+area !e#i2iilor !e investitii. T0: sta*ileste intre&+l 0ost al
0i#l+l+i !e Viata al !etinerii -lement+l+i !e 0onfi&+ratie, n+
!oar 0ost+l initial sa+ $ret+l !e a#'i2itie.
Ve2i 0ost Total al 1tili2arii.
Total 0ost of
1tili2ation
7T018
0Ser)ice Strategy2 " met'o!olo&y +se! to 'el$ ma4e
investment an! (ervi#e (o+r#in& !e#isions. T01 assesses
t'e f+ll Life#y#le 0ost to t'e 0+stomer of +sin& an IT (ervi#e.
(ee Total 0ost of :3ners'i$.
0ost Total al
1tili2arii 7T018
0Ser)ice Strategy2 : meto!olo&ie folosita $entr+ a a/+ta la
l+area !e#i2iei !e investitie si !e#i2ii $rivin! :ri&inea
(ervi#i+l+i. T01 eval+ea2a intre&+l 0ost al 0i#l+l+i !e Viata !e
folosire a +n+i (ervi#i+ IT $entr+ 0lient.
Ve2i 0ost Total !e )osesie9T0:.
Total L+ality
Mana&ement
7TLM8
0'ontinual Ser)ice "mpro)ement2 " met'o!olo&y for
mana&in& #ontin+al Im$rovement *y +sin& a L+ality
Mana&ement (ystem. TLM esta*lis'es a 0+lt+re involvin& all
$eo$le in t'e :r&anisation in a )ro#ess of #ontin+al
monitorin& an! im$rovement.
Mana&ement+l
0alitatii Glo*ale
7TLM8
0'ontinual Ser)ice "mpro)ement2 : meto!olo&ie !e a
a!ministra Im*+natatirea #ontin+a folosin! (istem+l !e
Mana&ement al 0alitatii. TLM sta*ileste o 0+lt+ra #e im$li#a
toti oamenii !in :r&ani2atie intr6+n )ro#es !e monitori2are si
im*+natatire #ontin+a.
Transa#tion " !is#rete %+n#tion $erforme! *y an IT (ervi#e. %or e.am$le
transferrin& money from one *an4 a##o+nt to anot'er. "
sin&le Transa#tion may involve n+mero+s a!!itions, !eletions
an! mo!ifi#ations of !ata. -it'er all of t'ese #om$lete
s+##essf+lly or none of t'em is #arrie! o+t.
Tran2a#tie : %+n#tie !is#reta efe#t+ata !e #atre +n (ervi#i+ IT. e
e.em$l+ transfer+l *anilor !intr6+n #ont *an#ar in alt+l. :
sin&+ra Tran2a#tie $oate im$li#a n+meroase a!a+&ari, ster&eri
sa+ mo!ifi#ari !e !ate. %ie#are !intre a#estea ori se termina #+
s+##es ori ni#i +na n+ este !+sa la *+n sfarsit.
Transition 0Ser)ice #ransition2 " #'an&e in state, #orres$on!in& to a
movement of an IT (ervi#e or ot'er 0onfi&+ration Item from
one Life#y#le stat+s to t'e ne.t.
Tran2itie 0Ser)ice #ransition2 : s#'im*are a starii, #ores$+n2atoare
+n+i transfer al +n+i (ervi#i+ IT sa+ al alt+i -lement !e
0onfi&+ratie !intr6o stare a 0i#l+l+i !e Viata in +rmatoarea
stare.
Transition
)lannin& an!
(+$$ort
0Ser)ice #ransition2 T'e )ro#ess res$onsi*le for )lannin&
all (ervi#e Transition )ro#esses an! #o6or!inatin& t'e
reso+r#es t'at t'ey re,+ire. T'ese (ervi#e Transition
)ro#esses are 0'an&e Mana&ement, (ervi#e "sset an!
0onfi&+ration Mana&ement, Release an! e$loyment
Mana&ement, (ervi#e Vali!ation an! Testin&, -val+ation, an!
@no3le!&e Mana&ement.
)lanifi#area si
(+$ort+l
Tran2itiei
0Ser)ice #ransition2 )ro#es+l res$onsa*il $entr+ )lanifi#area
t+t+ror )ro#eselor !e Tran2itie a (ervi#i+l+i si #oor!onarea
res+rselor ne#esare. "#este )ro#ese !e Tran2itie a (ervi#i+l+i
s+nt Mana&ement+l (#'im*arilor, Mana&ement+l Mi/loa#elor
%i.e si al 0onfi&+ratiei, Mana&ement+l Release si istri*+tiei,
Vali!area si Testarea (ervi#iilor, -val+area, si Mana&ement+l
0+nostiintelor.
Tren! "nalysis 0'ontinual Ser)ice "mpro)ement2 "nalysis of !ata to
i!entify time relate! $atterns. Tren! "nalysis is +se! in
)ro*lem Mana&ement to i!entify #ommon %ail+res or fra&ile
0onfi&+ration Items, an! in 0a$a#ity Mana&ement as a
Mo!ellin& tool to $re!i#t f+t+re *e'avio+r. It is also +se! as a
mana&ement tool for i!entifyin& !efi#ien#ies in IT (ervi#e
Mana&ement )ro#esses.
"nali2a !e
Tren!6+ri
0'ontinual Ser)ice "mpro)ement2 "nali2area !atelor $entr+
a i!entifi#a tren!6+ri relationate !e tim$. "nali2a !e Tren!6+ri
este folosita in Mana&ement+l )ro*lemei $entr+ a i!entifi#a
efe#te #om+ne sa+ -lemente !e 0onfi&+ratie fra&ile, si in
Mana&ement+l 0a$a#itatii #a +n mi/lo# !e Mo!elare folosit
$entr+ a $re2i#e #om$artament+l viitor. -ste !e asemenea
folosita #a +n instr+ment !e mana&ement $entr+ a i!entifi#a
!efi#ientele )ro#eselor !e Mana&ement al (ervi#iilor IT.
T+nin& T'e "#tivity res$onsi*le for )lannin& 0'an&es to ma4e t'e
most effi#ient +se of Reso+r#es. T+nin& is $art of
)erforman#e Mana&ement, 3'i#' also in#l+!es )erforman#e
Monitorin& an! im$lementation of t'e re,+ire! 0'an&es.
:$timi2are "#tivitatea res$onsa*ila $entr+ )lanifi#area (#'im*arilor
$entr+ a folosi mai efi#ient Res+rsele. :$timi2area este o $arte
a Mana&ement+l+i )erformantelor, #are in#l+!e !e asemenea
Monitori2area )erformantelor si im$lementarea (#'im*arilor
ne#esare.
Ty$e I (ervi#e
)rovi!er
0Ser)ice Strategy2 "n Internal (ervi#e )rovi!er t'at is
em*e!!e! 3it'in a 5+siness 1nit. T'ere may *e several
Ty$e I (ervi#e )rovi!ers 3it'in an :r&anisation.
%+rni2or !e
servi#ii !e ti$ I
0Ser)ice Strategy2 1n %+rni2or !e (ervi#ii Intern #are este
in#l+s intr6o 1nitate !e "fa#ere. Intr6o :r&ani2atie $ot fi mai
m+lte ti$+ri !e %+rni2ori !e (ervi#ii !e Ti$ I.
Ty$e II
(ervi#e
)rovi!er
0Ser)ice Strategy2 "n Internal (ervi#e )rovi!er t'at $rovi!es
s'are! IT (ervi#es to more t'an one 5+siness 1nit.
%+rni2or !e
servi#ii !e ti$ II
0Ser)ice Strategy2 1n %+rni2or !e (ervi#ii Intern #are asi&+ra
(ervi#ii IT folosite in #om+n !e mai m+lte 1nitati !e "fa#ere.
Ty$e III
(ervi#e
)rovi!er
0Ser)ice Strategy2 " (ervi#e )rovi!er t'at $rovi!es IT
(ervi#es to -.ternal 0+stomers.
%+rni2or !e
servi#ii !e ti$ III
0Ser)ice Strategy2 1n %+rni2or !e (ervi#ii #are asi&+ra
(ervi#ii IT 0lientilor -.terni.
1n!er$innin&
0ontra#t 7108
0Ser)ice (esign2 " 0ontra#t *et3een an IT (ervi#e )rovi!er
an! a T'ir! )arty. T'e T'ir! )arty $rovi!es &oo!s or
(ervi#es t'at s+$$ort !elivery of an IT (ervi#e to a 0+stomer.
T'e 1n!er$innin& 0ontra#t !efines tar&ets an!
res$onsi*ilities t'at are re,+ire! to meet a&ree! (ervi#e
Level Tar&ets in an (L".
0ontra#t !e
(ervi#ii (+$ort
7108
0Ser)ice (esign2 1n 0ontra#t sta*ilit intre +n %+rni2or !e
(ervi#ii IT si o )arte Terta. )artea Terta asi&+ra *+n+ri sa+
(ervi#ii #are s$ri/ina livrarea +n+i (ervi#i+ IT #atre +n 0lient.
0ontra#t+l !e (ervi#ii (+$ort !efineste s#o$+rile si
res$onsa*ilitatile #are s+nt ne#esare $entr+ a atin&e <ormele
<ivel+l+i !e (ervi#ii a&reate in (L".
1nit 0ost 0Ser)ice Strategy2 T'e 0ost to t'e IT (ervi#e )rovi!er of
$rovi!in& a sin&le 0om$onent of an IT (ervi#e. %or e.am$le
t'e 0ost of a sin&le !es4to$ )0, or of a sin&le Transa#tion.
0ost 1nitar 0Ser)ice Strategy2 0ost+l %+rni2or+l+i !e (ervi#ii IT !e a
asi&+ra o sin&+ra 0om$onenta +n+i (ervi#i+ IT. e e.em$l+
0ost+l +n+i sin&+r )0 sa+ a +nei sin&+re Tran2a#tii.
1r&en#y 0Ser)ice #ransition2 0Ser)ice (esign2 " meas+re of 'o3
lon& it 3ill *e +ntil an In#i!ent, )ro*lem or 0'an&e 'as a
si&nifi#ant Im$a#t on t'e 5+siness. %or e.am$le a 'i&'
Im$a#t In#i!ent may 'ave lo3 1r&en#y, if t'e Im$a#t 3ill not
affe#t t'e 5+siness +ntil t'e en! of t'e finan#ial year. Im$a#t
an! 1r&en#y are +se! to assi&n )riority.
1r&enta 0Ser)ice #ransition2 0Ser)ice (esign2 : mas+ra a !+ratei !e
tim$ in #are +n In#i!ent, )ro*lema sa+ (#'im*are va avea +n
Im$a#t semnifi#ativ as+$ra "fa#erii. e e.em$l+, Im$a#t+l +n+i
In#i!ent ma/or $oate avea o 1r&enta minora, !a#a Im$a#t+l n+
afe#tea2a "fa#erea $ana la sfarsit+l an+l+i finan#iar. Im$a#t+l
si 1r&enta s+nt folosite $entr+ a alo#a )rioritatea.
1sa*ility 0Ser)ice (esign2 T'e ease 3it' 3'i#' an "$$li#ation,
$ro!+#t, or IT (ervi#e #an *e +se!. 1sa*ility Re,+irements
are often in#l+!e! in a (tatement of Re,+irements.
12a*ilitate 0Ser)ice (esign2 1s+rinta #+ #are o "$li#atie, $ro!+s sa+
(ervi#i+ IT $oate fi folosit. 1tilitatea 0erintelor este !es in#l+sa
in efinirea 0erintelor.
1se 0ase 0Ser)ice (esign2 " te#'ni,+e +se! to !efine re,+ire!
f+n#tionality an! :*/e#tives, an! to esi&n Tests. 1se 0ases
!efine realisti# s#enarios t'at !es#ri*e intera#tions *et3een
1sers an! an IT (ervi#e or ot'er (ystem.
(ee 0'an&e 0ase.
0a2 !e
1tili2are
0Ser)ice (esign2 : te'ni#a folosita $entr+ a !efini
f+n#tionalitatea si :*ie#tivele ne#esare, si $entr+ a )roie#ta
Testele. 0a2+l !e 1tili2are !efineste s#enarii realiste #e
!es#ri+ intera#ti+nile !intre 1tili2atori si +n (ervi#i+ IT sa+ alt
(istem. Ve2i (t+!i+ !e 0a2 al (#'im*arii.
1ser " $erson 3'o +ses t'e IT (ervi#e on a !ay6to6!ay *asis.
1sers are !istin#t from 0+stomers, as some 0+stomers !o
not +se t'e IT (ervi#e !ire#tly.
1tili2ator : $ersoana #are folosese (ervi#i+l IT 2i !e 2i. 1tili2atorii s+nt
!iferiti !e 0lienti, +nii 0lienti n+ foloses# !ire#t (ervi#iile IT.
1ser )rofile
71)8
0Ser)ice Strategy2 " $attern of 1ser !eman! for IT (ervi#es.
-a#' 1ser )rofile in#l+!es one or more )atterns of 5+siness
"#tivity.
)rofil !e
1tili2ator 71)8
0Ser)ice Strategy2 Mo!el+l #erintelor 1tili2ator+l+i $entr+ +n
(ervi#i+ IT. %ie#are )rofil !e 1tili2ator in#l+!e +n+l sa+ mai
m+lte )rofile ale "#tivitatii !e 5+siness.
1tility 0Ser)ice Strategy2 %+n#tionality offere! *y a )ro!+#t or
(ervi#e to meet a $arti#+lar nee!. 1tility is often s+mmarise!
as I3'at it !oesI.
(ee (ervi#e 1tility.
1tilitate 0Ser)ice Strategy2 %+n#tionalitatea oferita !e +n )ro!+s sa+
!e +n (ervi#i+ $entr+ a intr+ni o ne#esitate $arti#+lara.
1tilitatea este !es s+mari2ata #a B#eea #e fa#eC.
Ve2i 1tilitatea (ervi#i+l+i.
Vali!ation 0Ser)ice #ransition2 "n "#tivity t'at ens+res a ne3 or
#'an&e! IT (ervi#e, )ro#ess, )lan, or ot'er elivera*le
meets t'e nee!s of t'e 5+siness. Vali!ation ens+res t'at
5+siness Re,+irements are met even t'o+&' t'ese may
'ave #'an&e! sin#e t'e ori&inal esi&n.
(ee Verifi#ation, "##e$tan#e, L+alifi#ation, (ervi#e Vali!ation
an! Testin&.
Vali!are 0Ser)ice #ransition2 : "#tivitate #are se asi&+ra #a +n
(ervi#i+ IT no+ sa+ s#'im*at, )ro#es, )lan, sa+ #a alte
Livra*ile isi atin& ne#esitatile "fa#erii. Vali!area asi&+ra #a
0erintele "fa#erii s+nt intr+nite #'iar !a#a a#estea s6a+ mai
s#'im*at !e la )roie#t+l ori&inal.
Ve2i Vali!are, "##e$tanta, 0alifi#are, Vali!area si Testarea
(ervi#i+l+i.
Val+e 0'ain 0Ser)ice Strategy2 " se,+en#e of )ro#esses t'at #reates a
$ro!+#t or (ervi#e t'at is of val+e to a 0+stomer. -a#' ste$
of t'e se,+en#e *+il!s on t'e $revio+s ste$s an! #ontri*+tes
to t'e overall $ro!+#t or (ervi#e.
(ee Val+e <et3or4.
Lant al Valorii 0Ser)ice Strategy2 : se#venta !e )ro#ese #are #rea2a +n
)ro!+s sa+ +n (ervi#i+, #e re$re2inta o valoare $entr+ +n
0lient. %ie#are $as !in se#venta se *a2ea2a $e $asii anteriori
si #ontri*+ie la $ro!+s+l sa+ (ervi#i+l final.
Ve2i Val+e <et3or49.
Val+e for
Money
"n informal meas+re of 0ost -ffe#tiveness. Val+e for Money
is often *ase! on a #om$arison 3it' t'e 0ost of alternatives.
(ee 0ost 5enefit "nalysis.
Valoare $entr+
5ani 7#'elt+iti8
: mas+ra formala a -fe#tivitatii 0ost+l+i. Termen+l !e Valoare
$entr+ 5ani este !es *a2at $e o #om$aratie #+ 0ost+rile
alternativelor. Ve2i "nali2a 0ost65enefi#i+.
Val+e <et3or4 0Ser)ice Strategy2 " #om$le. set of Relations'i$s *et3een
t3o or more &ro+$s or or&anisations. Val+e is &enerate!
t'ro+&' e.#'an&e of 4no3le!&e, information, &oo!s or
(ervi#es.
(ee Val+e 0'ain, )artners'i$.
Val+e <et3or49 0Ser)ice Strategy2 1n &r+$ #om$le. !e Relatii intre !o+a sa+
mai m+lte &r+$+ri sa+ or&ani2atii. Valoarea este &enerata $rin
s#'im*+l #+nostiintelor, al informatiei, al *+n+rilor sa+
(ervi#iilor.
Ve2i Lant al Valorii, )arteneriat.
Val+e on
Investment
7V:I8
0'ontinual Ser)ice "mpro)ement2 " meas+rement of t'e
e.$e#te! *enefit of an investment. V:I #onsi!ers *ot'
finan#ial an! intan&i*le *enefits.
(ee Ret+rn on Investment.
Valoare !in
Investitie 7V:I8
0'ontinual Ser)ice "mpro)ement2 : mas+ra a *enefi#i+l+i
$lanifi#at al +nei investitii. V:I #onsi!era *enefi#iile finan#iare
si intan&i*ile.
Ve2i )rofita*ilitatea Investitiei.
Varia*le 0ost 0Ser)ice Strategy2 " 0ost t'at !e$en!s on 'o3 m+#' t'e IT
(ervi#e is +se!, 'o3 many $ro!+#ts are $ro!+#e!, t'e
n+m*er an! ty$e of 1sers, or somet'in& else t'at #annot *e
fi.e! in a!van#e.
(ee Varia*le 0ost ynami#s.
0ost Varia*il 0Ser)ice Strategy2 1n 0ost #are !e$in!e !e #at !e m+lt +n
(ervi#i+ IT este folosit, #ate $ro!+se s+nt reali2ate, n+mar+l si
ti$+l 1tili2atorilor, sa+ ori#e alt#eva #e n+ $oate fi fi.at in
avans.
Ve2i inami#a 0ost+l+i Varia*il.
Varia*le 0ost
ynami#s
0Ser)ice Strategy2 " te#'ni,+e +se! to +n!erstan! 'o3
overall 0osts are im$a#te! *y t'e many #om$le. varia*le
elements t'at #ontri*+te to t'e $rovision of IT (ervi#es.
inami#a
0ost+l+i
Varia*il
0Ser)ice Strategy2 : te'ni#a folosita $entr+ a intele&e mo!+l
in #are 0ost+rile totale s+nt im$a#tate !e m+lte elemente
varia*ile #om$le.e #e #ontri*+ie la f+rni2area (ervi#iilor IT.
Varian#e T'e !ifferen#e *et3een a $lanne! val+e an! t'e a#t+al
meas+re! val+e. 0ommonly +se! in %inan#ial Mana&ement,
0a$a#ity Mana&ement an! (ervi#e Level Mana&ement, *+t
#o+l! a$$ly in any area 3'ere )lans are in $la#e.
Variatie iferenta !intre o valoare $lanifi#ata si o valoare mas+rata
efe#tiv. %olosit !es in Mana&ement+l %inan#iar, Mana&ement+l
0a$a#itatilor si Mana&ement+l <ivel+l+i (ervi#i+l+i, !ar $oate fi
a$li#at in ori#e arie in #are )lan+rile s+nt im$lementate.
Verifi#ation 0Ser)ice #ransition2 "n "#tivity t'at ens+res a ne3 or
#'an&e! IT (ervi#e, )ro#ess, )lan, or ot'er elivera*le is
#om$lete, a##+rate, Relia*le an! mat#'es its esi&n
($e#ifi#ation.
(ee Vali!ation, "##e$tan#e, (ervi#e Vali!ation an! Testin&.
Verifi#are 0Ser)ice #ransition2 "#tivitatea #are se asi&+ra #a +n (ervi#i+
IT no+ sa+ s#'im*at, )ro#es, )lan sa+ alte Livra*ile s+nt
#om$lete si e.a#te, e In#re!ere si #a a#estea se $otrives# #+
($e#ifi#atiile )roie#t+l+i.
Ve2i Vali!are, "##e$tanta, Vali!area si Testarea (ervi#iilor.
Verifi#ation
an! "+!it
0Ser)ice #ransition2 T'e "#tivities res$onsi*le for ens+rin&
t'at information in t'e 0M5 is a##+rate an! t'at all
0onfi&+ration Items 'ave *een i!entifie! an! re#or!e! in t'e
0M5. Verifi#ation in#l+!es ro+tine #'e#4s t'at are $art of
ot'er )ro#esses. %or e.am$le, verifyin& t'e serial n+m*er of
a !es4to$ )0 3'en a 1ser lo&s an In#i!ent. "+!it is a
$erio!i#, formal #'e#4.
Verifi#are si
"+!it
0Ser)ice #ransition2 "#tivitatile res$onsa*ile $entr+
asi&+rarea #a informatiile !in 0M5 s+nt e.a#te si #a toate
-lementele !e 0onfi&+ratie a+ fost i!entifi#ate si inre&istrate in
0M5. Verifi#area in#l+!e verifi#ari !e r+tina #are fa# $arte !in
alte )ro#ese. e e.em$l+, verifi#area n+mar+l+i !e i!entifi#are
al )06+l+i at+n#i #an! +n 1tili2ator ra$ortea2a +n In#i!ent.
"+!it+l re$re2inta o verifi#are $erio!i#a si formala.
Version 0Ser)ice #ransition2 " Version is +se! to i!entify a s$e#ifi#
5aseline of a 0onfi&+ration Item. Versions ty$i#ally +se a
namin& #onvention t'at ena*les t'e se,+en#e or !ate of
ea#' 5aseline to *e i!entifie!. %or e.am$le )ayroll
"$$li#ation Version 3 #ontains +$!ate! f+n#tionality from
Version 2.
Versi+ne 0Ser)ice #ransition2 : Versi+ne #are este folosita $entr+ a
i!entifi#a Referinta a +n+i -lement !e 0onfi&+ratie. Versi+nile
foloses# !e o*i#ei #onventii !e n+me #are a/+ta la i!entifi#area
se#ventei sa+ !atele fie#arei Referinte. e e.em$l+ Versi+nea
3 a a$li#atiei )ayroll #ontine f+n#tionalitatea im*+natatita a
Versi+nii 2.
Vision " !es#ri$tion of 3'at t'e :r&anisation inten!s to *e#ome in
t'e f+t+re. " Vision is #reate! *y senior mana&ement an! is
+se! to 'el$ infl+en#e 0+lt+re an! (trate&i# )lannin&.
Vi2i+ne : !es#riere a #eea #e o :r&ani2atie intentionea2a sa !evina in
viitor. : Vi2i+ne este #reata !e #atre o mana&ement+l s+$erior
si este folosita $entr+ a infl+enta 0+lt+ra si )lanifi#area
(trate&i#a.
Vital 5+siness
%+n#tion
7V5%8
0Ser)ice (esign2 " %+n#tion of a 5+siness )ro#ess 3'i#' is
#riti#al to t'e s+##ess of t'e 5+siness. Vital 5+siness
%+n#tions are an im$ortant #onsi!eration of 5+siness
0ontin+ity Mana&ement, IT (ervi#e 0ontin+ity Mana&ement
an! "vaila*ility Mana&ement.
%+n#tii Vitale
ale "fa#erii
7V5%8
0Ser)ice (esign2 %+n#tia +n+i )ro#es !e "fa#ere #are este
#riti#a $entr+ s+##es+l "fa#erii. %+n#tiile Vitale ale "fa#erii
re$re2inta elemente im$ortante !e #onsi!erat in
Mana&ement+l+i 0ontin+itatii "fa#erii, Mana&ement+l
0ontin+itatii (ervi#iilor IT si Manan&ement+l is$oni*ilitatii.
V+lnera*ility " 3ea4ness t'at #o+l! *e e.$loite! *y a T'reat. %or e.am$le
an o$en fire3all $ort, a $ass3or! t'at is never #'an&e!, or a
flamma*le #ar$et. " missin& 0ontrol is also #onsi!ere! to *e
a V+lnera*ility.
V+lnera*ilitate : sla*i#i+ne #are $oate fi e.$loatata !e #atre o "menintare.
e e.em$l+, +n $ort !es#'is !e fire3all, o $arola #are n+ este
s#'im*ata ni#io!ata sa+ o mo#'eta inflama*ila. Li$sa +n+i
0ontrol este !e asemenea #onsi!erata o V+lnera*ilitate.
Earm
(tan!*y
(ynonym for Interme!iate Re#overy. :$ti+nea
BEarm
(inonim #+ Re#+$erare Interme!iara.
(tan!*yC
Earranty 0Ser)ice Strategy2 " $romise or &+arantee t'at a $ro!+#t or
(ervi#e 3ill meet its a&ree! Re,+irements.
(ee (ervi#e Vali!ation an! Testin&, (ervi#e Earranty.
Garantie 0Ser)ice Strategy2 )romisi+nea sa+ &arantia #a +n $ro!+s
sa+ +n (ervi#i+ va intr+ni 0erintele #onvenite. Ve2i Vali!area si
Testarea (ervi#i+l+i, Grantia (ervi#i+l+i.
Eor4 in
)ro&ress
7EI)8
" (tat+s t'at means "#tivities 'ave starte! *+t are not yet
#om$lete. It is #ommonly +se! as a (tat+s for In#i!ents,
)ro*lems, 0'an&es et#.
In #+rs !e
-.e#+tie 7EI)8
: (tare #are se refera la "#tivitatile #are a+ in#e$+t si #are n+
s6a+ terminat in#a. -ste !es folosit #a o (tare $entr+ In#i!ente,
)ro*leme, (#'im*ari et#.
Eor4
Instr+#tion
" o#+ment #ontainin& !etaile! instr+#tions t'at s$e#ify
e.a#tly 3'at ste$s to follo3 to #arry o+t an "#tivity. " Eor4
Instr+#tion #ontains m+#' more !etail t'an a )ro#e!+re an!
is only #reate! if very !etaile! instr+#tions are nee!e!.
Instr+#ti+ni !e
L+#r+
1n o#+ment #e #ontine instr+#ti+ni !etaliate #are s$e#ifi#a
e.a#t $asii ne#esari $entr+ a in!e$lini o "#tivitate.
Instr+#ti+nea !e L+#r+ #ontine m+lt mai m+lte !etalii !e#at o
)ro#e!+ra si este #reata !oar !a#a s+nt ne#esare instr+#ti+ni
!etaliate.
Eor4aro+n! 0Ser)ice 1peration2 Re!+#in& or eliminatin& t'e Im$a#t of
an In#i!ent or )ro*lem for 3'i#' a f+ll Resol+tion is not yet
availa*le. %or e.am$le *y restartin& a faile! 0onfi&+ration
Item. Eor4aro+n!s for )ro*lems are !o#+mente! in @no3n
-rror Re#or!s. Eor4aro+n!s for In#i!ents t'at !o not 'ave
asso#iate! )ro*lem Re#or!s are !o#+mente! in t'e In#i!ent
Re#or!.
(ol+tie
Tem$orara
0Ser)ice 1peration2 Re!+#era sa+ eliminarea Im$a#t+l+i
as+$ra +n+i In#i!ent sa+ a +nei )ro*leme $entr+ #are o
Re2olvare totala n+ este in#a !is$oni*ila. e e.em$l+
restartarea +n+i -lement !e 0onfi&+ratie !efe#tat. (ol+tiile
Tem$orare $entr+ )ro*leme s+nt !o#+mentate in Inre&istrarile
!es$re -rori 0+nos#+te. (ol+tiile Tem$orare $entr+ In#i!entele
#are n+ s+nt aso#iate +nor Inre&istrari !es$re )ro*leme s+nt
!o#+mentate in Inre&istrarile +n+i In#i!ent.
Eor4loa! T'e Reso+r#es re,+ire! to !eliver an i!entifia*le $art of an IT
(ervi#e. Eor4loa!s may *e 0ate&orise! *y 1sers, &ro+$s of
1sers, or %+n#tions 3it'in t'e IT (ervi#e. T'is is +se! to
assist in analysin& an! mana&in& t'e 0a$a#ity, )erforman#e
an! 1tilisation of 0onfi&+ration Items an! IT (ervi#es. T'e
term Eor4loa! is sometimes +se! as a synonym for
T'ro+&'$+t.
In#ar#are Res+rsele ne#esare $entr+ a f+rni2a o $arte i!entifi#a*ila a
+n+i (ervi#i+ IT. In#ar#arile $ot fi 0lasifi#ate $e 1tili2atori,
&r+$+ri !e 1tili2atori sa+ %+n#tii !in #a!r+l (ervi#i+l+i IT.
"#esta este folosit $entr+ a asista la anali2area si
a!ministrarea 0a$a#itatii, )erformantei si 1tili2arii -lementelor
!e 0onfi&+ratie sa+ (ervi#iilor IT. Termen+l !e BIn#ar#areC este
#ateo!ata folosit #a +n sinonim $entr+ 0a$a#itatea !e
1tili2are.
Acronym English #erm #ermenul Romanesc
"0 "+tomati# 0all istri*+tion istri*+ire a+tomata a a$el+rilor
"M "vaila*ility Mana&ement Mana&ement+l is$oni*ilitatii 7(ervi#iilor IT8
"MI( "vaila*ility Mana&ement Information (ystem (istem Informati# $entr+ Mana&ement+l is$oni*ilitatii
7(ervi#iilor IT8
"() "$$li#ation (ervi#e )rovi!er %+rni2or !e (ervi#ii ti$ "$li#atie
50M 5+siness 0a$a#ity Mana&ement Mana&ement+l 0a$a#itatii "fa#erii
50M 5+siness 0ontin+ity Mana&ement Mana&ement+l 0ontin+itatii "fa#erii
50) 5+siness 0ontin+ity )lan )lan+l 0ontin+itatii "fa#erii
5I" 5+siness Im$a#t "nalysis "nali2a !e Im$a#t as+$ra "fa#erii
5RM 5+siness Relations'i$ Mana&er Mana&ement+l Relatiilor !e "fa#ere9!e 5+siness
7Mana&ement+l relatiilor #+ #ole&ii !in *+siness8
5(I 5ritis' (tan!ar!s Instit+tion Instit+l 5ritani# !e (tan!ar!i2are
5(M 5+siness (ervi#e Mana&ement Mana&ement+l (ervi#iilor "fa#erii
0"5 0'an&e "!visory 5oar! 0onsili+l !e "vi2are a (#'im*arilor
0"59-0 0'an&e "!visory 5oar! 9 -mer&en#y 0ommittee 0onsili+l !e "vi2are a (#'im*arilor 1r&ente
0")-F 0a$ital -.$en!it+re 0'elt+ieli !e 0a$ital
00M 0om$onent 0a$a#ity Mana&ement Mana&ement+l 0a$a#itatii 0om$onentelor
0%I" 0om$onent %ail+re Im$a#t "nalysis "nali2a !e Im$a#t a efe#tarii 0om$onentelor
0I 0onfi&+ration Item -lement !e 0onfi&+ratie
0M5 0onfi&+ration Mana&ement ata*ase 5a2a !e !ate $entr+ Mana&ement+l 0onfi&+ratiilor
0MI( 0a$a#ity Mana&ement Information (ystem (istem+l Informati# !e Mana&ement+l 0a$a#itatii
0MM 0a$a*ility Mat+rity Mo!el Mo!el+l mas+rarii Mat+ritatii 0a$a*ilitatilor
0MMI 0a$a*ility Mat+rity Mo!el Inte&ration Mo!el+l Inte&rat !e mas+rare a Mat+ritatii 0a$a*ilitatilor
0M( 0onfi&+ration Mana&ement (ystem (istem+l $entr+ Mana&ement+l 0onfi&+ratiilor
0:T( 0ommer#ial off t'e ('elf )ro!+s 0omer#ial !in Raft
0(% 0riti#al (+##ess %a#tor %a#tor 0riti# !e (+##es
0(I 0ontin+al (ervi#e Im$rovement Im*+natatirea 0ontin+a a (ervi#iilor
0(I) 0ontin+al (ervi#e Im$rovement )ro&ramme )ro&ram+l !e Im*+natatire 0ontin+a a (ervi#iilor
0() 0ore (ervi#e )a#4a&e )a#'et+l (ervi#i+l+i !e 5a2a
0TI 0om$+ter Tele$'ony Inte&ration Telefonie Inte&rata "sistate !e 0al#+lator
I@E ata6to6Information6to6@no3le!&e6to6Eis!om ate6#atre6Informatii6#atre60+noastere6#atre6Intele$#i+ne
e(0M60L e(o+r#in& 0a$a*ility Mo!el for 0lient :r&ani2ations Mo!el+l !e 0a$a*ilitate a e(o+r#in& $entr+ :r&ani2atii 0lient
e(0M6() e(o+r#in& 0a$a*ility Mo!el for (ervi#e )rovi!ers Mo!el+l !e 0a$a*ilitate e(o+r#in&6+l $entr+ %+rni2orii !e
(ervi#ii
%M-" %ail+re Mo!es an! -ffe#ts "nalysis Mo!+ri !e efe#tare si "nali2a -fe#telor
%T" %a+lt Tree "nalysis "nali2a %a+lt Tree 7"nali2a B"r*orele efe#telorC8
IRR Internal Rate of Ret+rn Rata Interna !e Re#+$erare
I(G IT (teerin& Gro+$ Gr+$+l !e 0oor!onare IT
I(M Information (e#+rity Mana&ement Mana&ement+l (e#+ritatii Informatiei
I(M( Information (e#+rity Mana&ement (ystem (istem !e Mana&ement al (e#+ritatii Informatiei
I(: International :r&ani2ation for (tan!ar!i2ation :r&ani2atia Internationala !e (tan!ar!i2are
I() Internet (ervi#e )rovi!er )rovi!er !e (ervi#ii Internet
IT Information Te#'nolo&y Te'nolo&ia Informatiei
IT(0M IT (ervi#e 0ontin+ity Mana&ement Mana&ement+l 0ontin+itatii (ervi#iilor IT
IT(M IT (ervi#e Mana&ement Mana&ement+l (ervi#iilor IT
it(M% IT (ervi#e Mana&ement %or+m %or+m+l Mana&ement+l+i (ervi#ilor IT
IVR Intera#tive Voi#e Res$onse Ras$+ns Vo#al Intera#tiv
@-5 @no3n -rror ata*ase 5a2a !e ate -rori 0+nos#+te
@)I @ey )erforman#e In!i#ator In!i#atori 0'eie !e )erformanta
L:( Line of (ervi#e Linie !e (ervi#i+
MoR Mana&ement of Ris4 Mana&ement+l Ris#+rilor
MT5% Mean Time 5et3een %ail+res Me!ia Tim$+l+i !e 5+na %+n#tionare
MT5(I Mean Time 5et3een (ervi#e In#i!ents Tim$+l Me!i+ intre In#i!ente ale (ervi#i+l+i
MTR( Mean Time to Restore (ervi#e Tim$+l Me!i+ !e Resta+rare a (ervi#i+l+i
MTTR Mean Time to Re$air Tim$+l Me!i+ e Re$arare
<)V <et )resent Val+e Valoare <eta )re2enta
:G0 :ffi#e of Government 0ommer#e :fi#i+l !e Informari $entr+ (e#tor+l )+*li#
:L" :$erational Level "&reement "#or! <ivel :$erational "&reat 7al (ervi#iilor8
:)-F :$erational -.$en!it+re 0'elt+ieli :$erationale
:)(I :ffi#e of )+*li# (e#tor Information :fi#i+l !e Informari $entr+ (e#tor+l )+*li#
)5" )attern of 5+siness "#tivity )rofil+l "#tivitatii !e "fa#ere9 5+siness
)%( )rere,+isite for (+##ess 0on!itie <e#esara $entr+ (+##es
)IR )ost Im$lementation Revie3 "nali2a )ost Im$lementare
)(" )ro/e#te! (ervi#e "vaila*ility )lanifi#area is$oni*ilitatii (ervi#i+l+i
L" L+ality "ss+ran#e "si&+rarea 0alitatii
LM( L+ality Mana&ement (ystem (istem !e Mana&ement al 0alitatii
R0" Root 0a+se "nalysis "nali2a 0a+2ei )rin#i$ale
R%0 Re,+est for 0'an&e 0erere !e (#'im*are
R:I Ret+rn on Investment )rofita*ilitatea Investitiei
R): Re#overy )oint :*/e#tive 7:*ie#tiv+l8 )+n#t !e Re#+$erare
RT: Re#overy Time :*/e#tive 7:*ie#tiv+l8 +rata !e Re#+$erare
("0 (ervi#e "##e$tan#e 0riteria 0riteri+ !e "##e$tanta a (ervi#i+l+i
("0M (ervi#e "sset an! 0onfi&+ration Mana&ement Mana&ement+l Mi/loa#elor %i.e si al 0onfi&+ratiei
(0 (+$$lier an! 0ontra#t ata*ase 5a2a !e ate #+ %+rni2ori si 0ontra#te
(0M (ervi#e 0a$a#ity Mana&ement Mana&ement+l 0a$a#itatii (ervi#iilor
(%" (ervi#e %ail+re "nalysis "nali2a Intrer+$erii (ervi#i+l+i
(I) (ervi#e Im$rovement )lan )lan+l !e Im*+natatire al (ervi#i+l+i
(@M( (ervi#e @no3le!&e Mana&ement (ystem (istem+l !e Mana&emet al 0+nostintelor !es$re (ervi#ii
(L" (ervi#e Level "&reement "#or! <ivel (ervi#i+ "&reat
(LM (ervi#e Level Mana&ement Mana&ement+l <ivel+l+i (ervi#i+l+i
(L) (ervi#e Level )a#4a&e )a#'et !e <ivel al (ervi#i+l+i
(LR (ervi#e Level Re,+irement 0erintele !es$re <ivel+l (ervi#i+l+i
(M: (ervi#e Maintenan#e :*/e#tive :*ie#tiv al Intretinerii (ervi#i+l+i
(o0 (e$aration of 0on#erns ivi2area +nei )ro*leme
(:) (tan!ar! :$eratin& )ro#e!+res )ro#e!+ri :$erationale (tan!ar!
(:R (tatement of re,+irements efinitia 0erintelor
()I (ervi#e )rovi!er Interfa#e Interfata #+ %+rni2or+l (ervi#i+l+i
()M (ervi#e )ortfolio Mana&ement Mana&ement+l )ortofoli+l+i !e (ervi#ii
(): (ervi#e )rovisionin& :$timi2ation :$timi2area %+rni2arii (ervi#i+l+i
():% (in&le )oint of %ail+re )+n#t 0riti# al Infrastr+#t+rii
T0: Total 0ost of :3ners'i$ 0ost Total !e )osesie
T01 Total 0ost of 1tili2ation 0ost Total al 1tili2arii
T: Te#'ni#al :*servation :*servare Te'ni#a
T:R Terms of Referen#e Termeni !e Referinta
TLM Total L+ality Mana&ement Mana&ement+l 0alitatii Glo*ale
10 1n!er$innin& 0ontra#t 0ontra#t !e (ervi#ii (+$ort
1) 1ser )rofile )rofil !e 1tili2ator
V5% Vital 5+siness %+n#tion %+n#tii Vitale ale "fa#erii
V:I Val+e on Investment Valoare !in Investitie
EI) Eor4 in )ro&ress In #+rs !e -.e#+tie
Acknowledgements
Ee 3o+l! li4e to e.$ress o+r &ratit+!e an! a#4no3le!&e t'e #ontri*+tion of (t+art Ran#e an! "s'ley ;anna of ;e3lett6)a#4ar! in t'e $ro!+#tion of t'is &lossary.

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ITIL V3 Glossary v3.1.

24, 30 May 2008 Romanian Translation

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