Ян Ван Бон - ИТ Сервис-менеджмент. Введение

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Production, Operations.

Service Requests.

Accounts.

Operations.

Effectiveness.

Service Level Agreements – SLA.

Operational Level Agreements – OLA.

Underpinning Contracts – UC.

Service Quality Plan – SQP.

Promotion.

Scope.

Quantifying.

Compose Service.

Service Specifications (Spec Sheets).

Charging.

Capacity.

Effectiveness and Efficiency.

Management Reports.

Operations.

Charges.

Direct Costs.

Indirect Costs.

Fixed Costs.

Variable Costs.

Capital Costs.

Operational Costs.

Budgeting.

Accounting.

Costing.

Charging.

По мнению редакторов, в настоящее время для ИТ этот период составляет 6-12 месяцев, при периоде долгосрочного планирования около 3-х лет.

Business Unit.

Rates.

KPI.

Cost-benefit analysis (CBA).

Capacity Management – более точным переводом является Управление «емкостью», т.е. управление мощностью вычислительных и телекоммуникационных средств и их потенциальными возможностями. – Прим. ред.

Advantages.

Efficiency.

Efficiently.

В данном случае это перевод словосочетания ad hoc.

Effectively.

Operational Processes.

Scripts.

Change Advisory Board – CAB.

Capacity Plan.

Request for Change – RFC.

Capacity Database – CDB.

Cost/benefit analysis.

Capacity Plan.

Simulation.

Baseline Assessment (Benchmark).

Host.

Application Sizing.

Application Sizing.

Operations.

Profiles.

Designers.

Benchmarks.

PABX.

Denial of Service – DoS.

Benefits.

Scope.

Business Impact Analysis.

Scope.

Stronghold/Fortress approach.

Skirmish Capability.

Recovery Options.

Cold Stand-by.

Fixed Facility.

Mobile Facility.

Warm Stand-by.

Upgrade.

Hot Start, Hot Stand-by.

Contingency Plan.

Host Computers.

Crisis Manager.

Fault-tolerant Systems.

Midrange Platform.

Effective.

Assurance.

Reliability.

Resilience – устойчивость: способность сервиса сохранять доступность при себе одного или нескольких ИТ-компонент. – Прим. ред.

Maintainability.

Recoverability.

Serviceability.

Availability Plan.

Recoverability.

Single Points of Failures – SPOF.

Component Failure Impact Analysis – CFIA.

CCTA Risk Analysis and Management – CRAMM.

Component Failure Impact Analysis – CFIA.

Recoverability.

Serviceability.

Availability Plan.

Component Failure Impact Analysis – CFIA.

Fault Tree Analysis – FTA.

CCTA Risk Analysis and Management Method – CRAMM.

System Outage Analysis – SOA.

Technical Observation Post – TOP.

Policy.

Management Framework.

Information Security Steering Committee.