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Definitions

Change-the addition, modification or removal of anything that could have an effect on IT services.

CAB (Change Advisory Board)-team responsible for approving all high and critical risk Request for Changes (RFCs). This team currently includes the ITS Deputy CIO and several other IT S managers.

Change Management-the process responsible for controlling the lifecycle of all changes. The primary objective of change management is to enable beneficial changes to be made, with minimum disruption to IT services.

Change Requester-individual or department submitting a Request for Change (RFC). This individual can be either a customer or IT representative, but requests must be approved by an ITS MPP prior to submission to the CRB/CAB.

CRB (Change Review Board)-team responsible for reviewing all low and medium risk Request for Changes (RFCs). This team consists of a cross-functional team of members with process and technical expertise.

Event-a change of state that has significance for the management of a configuration item or IT service.

Impact-a measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority.

Incident-an unplanned interruption to an IT Service or reduction in the quality of an IT service.

Incident Management-the process responsible for managing the lifecycle of all incidents. The primary objective of incident management is to return the IT service to customers as quickly as possible.

Normal Change- any change that is not categorized as an emergency or standard change.

Problem-a cause of one or more incidents.

Response Time-the maximum amount of time that should pass before you are contacted by the Agent that has been assigned to your ticket.

Resolution Time-the maximum amount of time that should pass before your incident is resolved or service request is completed. Resolution time does not account for time spent in the pending status. When ITS is waiting on the user, another department, or a vendor the ticket goes into pending status and the clock stops.

Request for Change (RFC)-a formal proposal for a change to be made. AN Request for Change (RFC) includes details for the proposed change, and may be recorded on paper or electronically.

Risk-a possible event that could cause harm or loss, or affect the ability to achieve objectives. A risk is measured by the probability of a threat, the vulnerability of the asset to that threat, and the impact it would have if it occurred.

Service Level Agreement (SLA)-an agreement between an IT service provider and a customer. The SLA describes the IT Service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA may cover multiple IT services or multiple customers.

Services Requests-tickets based on services provided in our Service Catalog.are requests from users for information using the ticketing system and based on the services in the Service Catalog.

Standard Change-a pre-approved change that is low risk, relatively common, follows an established procedure, and is the accepted solution to a specific requirement or set of requirements. The CAB determines which changes can be defined as a Standard Change. Standard Changes still require an Request for Change (RFC) that is approved by the appropriate MPP.

Urgency-a measure of how long it will be until an incident, problem or change has a significant impact on the business.

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