One or more physical locations in which hardware is securely stored when not in use. The DHS contains spare parts, maintained at suitable revision levels, and may also include hardware that is part of a future Release. Appropriate documentation is also included.
One or more locations in which the definitive and approved versions of all software are securely stored. May also contain associated items such as licenses and documentation. Only software from the DSL is acceptable for use in a Release. Also known as Definitive Media Library (DML).
A document that lists all approved Changes and their planned implementation dates.
An approach or design that minimises or hides the effects of Configuration Item failure on the users of a Service. High Availability solutions are designed to achieve an agreed level of Availability and make use of techniques such as fault tolerance, resilience and fast recovery to reduce the number of Incidents, and the Impact of Incidents.
A measure of the effect of an Incident, Problem or Change on a Service. Impact is often based on how Service Levels will be affected.
Any event which is not part of the standard operation of a Service and which causes, or may cause, an interruption to, or a reduction in the quality of, that Service.
A metric that is used to help manage a process, Service or activity. Many metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the process, Service or activity. KPIs should be selected to ensure that efficiency, effectiveness, and compliance are all managed.
A Problem where both the root cause is known and a temporary workaround or a permanent fix has been identified.
This article was published on Apr 22, 2013