Noun |
Type |
Definition |
Conflict |
|---|---|---|---|
business owner |
Person |
Responsible for communicating functionality a service or product needs to provide in order to meet needs of the customer. Makes non-operational decisions on upgrades, business requirements. Coordinates licensing,etc. Person that sponsors a service. This is an individual as opposed to a team or list? |
|
solution owner |
Person |
Responsible for the support, maintenance and enhancement of a solution as outlined by the business need (see Business Owner). In refining the Problem Response process, service owner has been defined as an individual member of IS&T senior staff. |
|
service component operator |
Person |
Responsibility and decisions on operations and upgrades, unless they impact business requirements. IS&T Team primarily responsible for a service. |
|
financial owner |
Person |
Responsible for funding of a product or service. This is an individual as opposed to a team or department? |
|
product |
|
Computer program or application. Can be stand alone or interact with various other products and services. An example of a product would be Outlook 2007. |
|
category |
|
A set of related functions, in support of one or more business areas, which is made up of software, hardware, people and processes. A service may range from access to a single application to a complex set of many applications, spread across a number of hardware and software platforms. An example of a service would be Communications. |
|
system |
|
|
|
solution |
|
A method of solving a business problem with information technology (implementation). There may be several service choices for any given solution. An example of a solution would be Exchange or IMAP. |
|
license file |
|
|
|
license terms |
|
Terms and conditions under which a product can be used, as negotiated with the vendor and referenced by the purchase order used to acquire the product. |
|
license key |
|
|
|
license type |
|
Describes the way customers access and use a product. Examples would be stand alone, concurrent, site. |
|
issue |
|
Change in the state of a service. Is this interchangeable with "incident" or "event"? Or something different? |
|
service components |
|
Various building blocks of a service, including software products, web services, hardware platform and operating system. |
|
Service |
|
A coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology of IT infrastructure |
|
consumer |
|
|
|
platform |
|
Hardware http://en.wikipedia.org/wiki/Computer_software and operating system required for a product or service to run. Mobile, Windows, Mac and linux are examples of platforms. |
|
escalation |
|
Process by which a staff member or team consults with or defers to another team in order to take action or make decisions that are beyond the competencies assigned to the original team or staff. |
|
escalation level |
|
Indicates the resources needed to address an issue with a service. |
|
release |
|
|
|
provisioning |
|
The process by which a customer obtains a solution. |
|
Business owner
- Person
Distribution channels - Distribution owner A
- Distribution owner B
Required Services - Service owner A
- Service owner B
Financial owner