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 a person, or a step in a Process or Activity, as well as a Component of the IT Infrastructure. See Failure.

 Source: ITIL

Service Provider

 Definition(s): 

An organization supplying services to one or more internal customers or external customers.

 Source: ITIL

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 configuration item failure on the users of an IT service. High availability solutions are designed to achieve an agreed level of availability and make use of techniques such as fault tolerance, resilience and fast recovery to reduce the number of incidents, and the impact of incidents.

 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 be the root node of an XCCDF results document (the results of evaluating the XCCDF benchmark document).

 Source: NIST

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 Call Distribution.

 Source: ITIL

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 service asset and configuration management process.

 Source: ITIL

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.

 Source: ITIL