[02] Terms and definitions

contains

availability ability of a component or service to perform its required function at a stated instant or over a stated period of time

baseline snapshot of the state of a service or individual configuration items at a point in time

change record record containing details of which configuration items are affected and how they are affected by an authorized change

configuration item component of an infrastructure or an item which is, or will be, under the control of configuration management

configuration management database database containing all the relevant details of each configuration item and details of the important relationships between them

document information and its supporting medium

NOTE 1 In this standard, records (see 2.9) are distinguished from documents by the fact that they function as evidence of activities, rather than evidence of intentions.

NOTE 2 Examples of documents include policy statements, plans, procedures, service level ...

incident 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

NOTE This may include request questions such as “How do I...?” calls.

problem unknown underlying cause of one or more incidents

record document stating results achieved or providing evidence of activities performed

NOTE 1 In this standard, records are distinguished from documents by the fact that they function as evidence of activities, rather than evidence of intentions.

NOTE 2 Examples of records include audit reports, requests ...

release collection of new and/or changed configuration items which are tested and introduced into the live environment together

request for change form or screen used to record details of a request for a change to any configuration item within a service or infrastructure

service desk customer facing support group who do a high proportion of the total support work

service level agreement written agreement between a service provider and a customer that documents services and agreed service levels

service management management of services to meet the business requirements

service provider the organization aiming to achieve ISO/IEC 20000