The maximum throughput that a Configuration Item (CI) or Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive.
A Capacity Plan is used to manage the resources required to deliver Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service Level Targets.
The addition, modification or removal of anything that could have an effect on Services.
A group of people that advises the Change Manager in the assessment, prioritisation and scheduling of Changes. This board is usually made up of representatives from all areas within the Service, the Customer, and third parties such as suppliers.
A sub-set of the CAB who make decisions about emergency Changes. Membership of the CAB/EC may be decided at the time a meeting is called, and depends on the nature of the emergency Change. Also known as Emergency CAB (ECAB).
Any component that needs to be managed in order to deliver a Service. Information about each CI is recorded in the Configuration Management Database and is maintained throughout its lifecycle by Configuration Management. CIs are under the control of Change Management and typically include hardware, software, buildings, people, and documentation.
A database used to manage configuration records throughout their lifecycle. The CMDB records the attributes of each CI, and relationships with other CIs. A CMDB may also contain other information linked to CIs, for example Incident, Problem or Change Records. The CMDB is used by all Service Management disciplines.
An approach or design to achieve 100% Availability. A Continuously Available Service has no planned or unplanned downtime.
An approach or design to eliminate planned downtime of a Service. Note that individual Configuration Items may be down even though the Service is Available.
Someone who buys goods or Services. The Customer is the person or group who defines and agrees what the Service will be like and how it will perform.
This article was published on Apr 22, 2013