Single Point of Failure (SPOF) Definition(s): Any Configuration Item that can cause an Incident when it fails, and for which a Countermeasure has not been implemented. A SPOF may be
Service Provider Definition(s): An organization supplying services to one or more internal customers or external customers. Source: ITIL
Business Operations Definition(s): The day-to-day execution, monitoring and management of business processes. Source: ITIL
Business Objective Definition(s): The objective of a business process, or of the business as a whole. Source: ITIL
Best Practice Definition(s): Proven activities or processes that have been successfully used by multiple organizations. Source: ITIL
Benchmark Definition(s): The recorded state of something at a specific point in time. Source: ITIL The root node of an Extensible Configuration Checklist Description Format (XCCDF) benchmark document; may also
Automatic Call Distribution (ACD) Definition(s): Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated
Assessment Definition(s): Inspection and analysis to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.