Читать «ИТ Сервис-менеджмент. Введение» онлайн - страница 181
Ян Ван Бон
97
Quick Wins.
98
Long-term errors.
99
Request for Change – RFC.
100
Steering Committee.
101
Executive Committee.
102
Change Advisory Board – CAB.
103
Emergency Committee – EC.
104
Scope.
105
Pre-authorized.
106
Account.
107
Forward Schedule of Change – FSC.
108
Projected Service Availability – RCA.
109
Upgrades.
110
Quick Fix.
111
IT Steering Committee.
112
Emergency Committee.
113
Forward Schedule of Change – FSC.
114
Back-out.
115
Building.
116
Performance Indicators.
117
Operational Acceptance.
118
Implementing.
119
Post Implementation Review – PIR.
120
Previous Trusted State.
121
Performance Indicators.
122
Effective.
123
Efficient.
124
Production Environment.
125
Definitive Software Library – DSL.
126
Definitive Hardware Store – DHS.
127
Work-arounds.
128
Quick Fixes.
129
Upgrades.
130
Previous Trusted State.
131
Standard Installation Scripts.
132
Definitive Software Library – DSL.
133
Installation Scripts.
134
Back-up.
135
Definitive Hardware Store – DHS.
136
Efficient.
137
Creating Images.
138
Build Management.
139
Previous Trusted State.
140
Disaster Recovery Plans.
141
Installation Scripts.
142
Rollout Scripts.
143
Т.е. как был определен релиз.
144
Operating Instructions.
145
Кроме того, для осуществления эффективной поддержки пользователей необходимо обеспечить информирование службы Service Desk о планируемом тиражировании (распространении) новых версий. – Прим. ред.
146
Accessibility.
147
Scripts.
148
Business Operations Support Desk.
149
Operations Bridge.
150
Под отделом эксплуатации (операционным отделом) понимается группа обеспечения операционной деятельности – Operations Department. – Прим. ред.
151
Production, Operations.
152
Service Requests.
153
Accounts.
154
Operations.
155
Effectiveness.
156
Service Level Agreements – SLA.
157
Operational Level Agreements – OLA.
158
Underpinning Contracts – UC.
159
Service Quality Plan – SQP.
160
Promotion.
161
Scope.
162
Quantifying.
163
Compose Service.
164
Service Specifications (Spec Sheets).
165
Charging.
166
Capacity.
167
Effectiveness and Efficiency.
168
Management Reports.
169
Operations.
170
Charges.
171
Direct Costs.
172
Indirect Costs.
173
Fixed Costs.
174
Variable Costs.
175
Capital Costs.
176
Operational Costs.
177
Budgeting.
178
