(Service Strategy) A recipient of a product or a Service from the Business. For example, if the Business is a car manufacturer then the Business Customer is someone who buys a car.
Business Impact Analysis
(Service Strategy) BIA is the Activity in Business Continuity Management that identifies Vital Business Functions and their dependencies. These dependencies may include Suppliers, people, other Business Processes, IT Services, etc. BIA defines the recovery requirements for IT Services. These requirements include Recovery Time Objectives, Recovery Point Objectives and minimum Service level targets for each IT Service.
Business Objective
(Service Strategy) The Objective of a Business Process, or of the Business as a whole. Business Objectives support the Business Vision, provide guidance for the IT Strategy, and are often supported by IT Services.
Business Operations
(Service Strategy) The day-to-day execution, monitoring and management of Business Processes.
Business Perspective
(Continual Service Improvement) An understanding of the Service provider and IT Services from the point of view of the Business, and an understanding of the Business from the point of view of the Service provider.
Business Process
A Process that is owned and carried out by the Business. A Business Process contributes to the delivery of a product or Service to a Business Customer. For example, a retailer may have a purchasing Process that helps to deliver Services to its Business Customers. Many Business Processes rely on IT Services.
Business Relationship Management
(Service Strategy) The Process or Function responsible for maintaining a Relationship with the Business. Business Relationship Management usually includes:
Managing personal Relationships with Business managers
Providing input to Service Portfolio Management
Ensuring that the IT Service provider is satisfying the Business needs of the Customers
This Process has strong links with Service Level Management.
Business Service
An IT Service that directly supports a Business Process, as opposed to an Infrastructure Service, which is used internally by the IT Service provider and is not usually visible to the Business.
The term Business Service is also used to mean a Service that is delivered to Business Customers by Business Units. For example, delivery of financial services to Customers of a bank, or goods to the Customers of a retail store. Successful delivery of Business Services often depends on one or more IT Services.
Business Service Management
(Service Strategy) (Service Design) An approach to the management of IT Services that considers the Business Processes supported and the Business value provided.
This term also means the management of Business Services delivered to Business Customers.
Business Unit
(Service Strategy) A segment of the Business that has its own Plans, Metrics, income and Costs. Each Business Unit owns Assets and uses these to create value for Customers in the form of goods and Services.
Call
(Service Operation) A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service request being logged.
Call Centre
(Service Operation) An Organization or Business Unit that handles large numbers of incoming and outgoing telephone calls. See also Service Desk.
Capability
(Service Strategy) The ability of an Organization, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organization. See also Resource.
Capacity
(Service Design) The maximum Throughput that a Configuration Item or IT 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.
Capacity Management
(Service Design) The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service level targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short-, medium- and long-term Business Requirements.
Capacity Management Information System
(Service Design) A virtual repository of all Capacity Management data, usually stored in multiple physical locations. See also Service Knowledge Management System.
Capacity Plan
(Service Design) A Capacity Plan is used to manage the Resources required to deliver IT Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service level targets.
Capacity Planning
(Service Design) The Activity within Capacity Management responsible for creating a Capacity Plan.
Category
A named group of things that have something in common. Categories are used to group similar things together. For example, Cost Types are used to group similar types of Cost. Incident Categories are used to group similar types of Incident, CI Types are used to group similar types of Configuration Item.
Certification
Issuing a certificate to confirm Compliance to a Standard. Certification includes a formal Audit by an independent and Accredited body. The term Certification is also used to mean awarding a certificate to verify that a person has achieved a qualification.
Change
(Service Transition) The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation, etc.
Change Advisory Board
(Service Transition) A group of people that advises the Change Manager in the Assessment, prioritization and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service provider, representatives from the Business and Third Parties such as Suppliers.