ITIL, Erwood Group

Single Point of Failure (SPOF) [SPOF]

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

Service Provider Definition(s): An organization supplying services to one or more internal customers or external customers. Source: ITIL

High Availability

High Availability Definition(s): A failover feature to ensure availability during device or component interruptions. Source: NIST NIST SP 800-113 An approach or design that minimizes or hides the effects of

Business Operations

Business Operations Definition(s): The day-to-day execution, monitoring and management of business processes. Source: ITIL

Business Objective

Business Objective Definition(s): The objective of a business process, or of the business as a whole. Source: ITIL

Best Practice

Best Practice Definition(s): Proven activities or processes that have been successfully used by multiple organizations. Source: ITIL

Benchmark

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) [ACD]

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

Asset Management

Asset Management Definition(s): Asset management is the process responsible for tracking and reporting the value and ownership of financial assets throughout their lifecycle. Asset management is part of an overall

Assessment

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.