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

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

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  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.