ITILV3 Glossary Romanian

8/12/2019 ITILV3 Glossary Romanian

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ITIL V3 Glossary v3.1.24, 30 May 2008 Romanian Translation

Romanian Version ofGlossary of Terms,

efinitions an! "#ronymsV3, 30 May 2008

Acknowledgements for English Version

We would like to express our gratitude and acknowledge the contribution of Stuart Rance and Ashley Hanna of Hewlett-ackard in the production of thisglossary!

Acknowledgements for Romanian Version

We would like to express our gratitude and acknowledge the contribution of "#$oard% Adrian &unteanu% 'atalin (anila and Sil)iu *eagu for Romaniantranslation% Andrei +heorghiu% ,lorin Stamate and *adia Stan for uality checks on the translation!

*ote for readers

#his glossary may be freely downloaded!See http.//www!get-best-practice!co!uk/glossaries!aspx for details of licence terms


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#erm (efinition #ermeni (efinitie

"##e$tan#e %ormal a&reement t'at an IT (ervi#e, )ro#ess, )lan, or ot'erelivera*leis #om$lete, a##+rate, Relia*lean! meets itss$e#ifie! Re+irements. "##e$tan#e is +s+ally $re#e!e! *y-val+ationor Testin&an! is often re+ire! *efore $ro#ee!in&to t'e net sta&e of a )ro/e#tor )ro#ess.(ee (ervi#e "##e$tan#e riteria.

"##e$tanta "#or! formal #a +n (ervi#i+ IT, )ro#es, )lansa+ alte Livra*ilesa fie #om$lete, #ore#te, !e In#re!eresi sa satisfa#a erinteles$e#ifi#ate. +al "#e$tanta este $re#e!ata !e -val+aresa+Testaresi este !e o*i#ei o*li&atorie inainte !e a tre#e la+rmator+l sta!i+ al +n+i )roie#tsa+ )ro#es.Vei riterii !e "#e$tanta.

"##essMana&ement

0Ser)ice 1peration2 T'e)ro#ess res$onsi*le for alloin&sersto mae +se of IT (ervi#es, !ata, or ot'er"ssets.

"##ess Mana&ement 'el$s to $rote#t t'e onfi!entiality,Inte&rityan!"vaila*ilityof"ssets*y ens+rin& t'at onlya+t'orie! sersare a*le to a##ess or mo!ify t'e"ssets.

"##ess Mana&ement is sometimes referre! to as Ri&'tsMana&ement or I!entityMana&ement.

Mana&ement+l"##es+l+i

0Ser)ice 1peration2 )ro#es+lres$onsa*il $entr+ a $ermitetiliatorilorsa foloseas#a (ervi#iile IT, !ate sa+ alte 5+n+ri.Mana&ement+l "##es+l+i a/+ta $rote/area onfi!entialitatii,Inte&ritatii, si is$oni*ilitatii5+n+rilor, asi&+ran!+6se #a n+maitiliatoriia+toriati a+ $osi*ilitatea sa a##esee sa+ samo!ifi#e a#este 5+n+ri. Mana&ement+l "##es+l+i este +neori!en+mit Mana&ement+l re$t+rilorsa+ Mana&ement+lI!entitatii.

"##o+ntMana&er

0Ser)ice Strategy2" Rolet'at is very similar to 5+sinessRelations'i$ Mana&er, *+t in#l+!es more #ommer#ialas$e#ts. Most #ommonly +se! 'en !ealin& it' -ternal+stomers.

Mana&er !eont+ri #lienti

0Ser)ice Strategy2n Rol#are este similar #+ Mana&er+lRelatiilor !e 5+siness, !ar in#l+!e mai m+lte as$e#te#ome#iale. e o*i#ei este folosit mai m+lt #an! seintera#tioneaa #+ lienti -terni.

"##o+ntin& 0Ser)ice Strategy2 T'e )ro#essres$onsi*le for i!entifyin&a#t+al ostsof !eliverin& IT (ervi#es, #om$arin& t'ese it'*+!&ete! #osts, an! mana&in& varian#e from t'e 5+!&et.

onta*ilitate7!e IT

0Ser)ice Strategy2 )ro#es+lres$onsa*il #+ i!entifi#areaost+rilora#t+ale ale livrarii (ervi#ilor IT, #om$area a#estora#+ #ost+l *+&et+l+i si mana&ement+l !eviatiilor9variantelor fata!e 5+&et.

"##re!ite! :ffi#ially a+t'orise! to #arry o+t a Role. %or eam$le an"##re!ite! *o!y may *e a+t'orise! to $rovi!e trainin& or to#on!+#t"+!its.

"#re!itat "+toriat ofi#ial $entr+ a in!e$lini +n Rol. e eem$l+, o$ersoana "#re!itata $oate fi a+toriata sa f+rniee +n trainin&sa+ sa #on!+#a o misi+ne !e"+!it.

"#tiveMonitorin&

0Ser)ice 1peration2 Monitorin&of a onfi&+ration Itemor anIT (ervi#et'at +ses a+tomate! re&+lar #'e#s to !is#overt'e #+rrent stat+s.(ee )assive Monitorin&.

Monitoriarea#tiva

0Ser)ice 1peration2 Monitoriarea+n+i -lement !eonfi&+raresa+ a +n+i (ervi#i+ IT#are foloseste verifi#ari!ese, a+tomate, $entr+ a !es#o$eri sit+atia #+renta. VeiMonitoriarea )asiva.

"#tivity " set of a#tions !esi&ne! to a#'ieve a $arti#+lar res+lt."#tivities are +s+ally !efine! as $art of )ro#essesor )lans,an! are !o#+mente! in )ro#e!+res.

"#tivitate n set !e a#ti+ni $lanifi#ate $entr+ a o*tine +n re+ltats$e#ifi#. "#tivitatile s+nt !eo*i#ei !efinite #a o $arte !in)ro#esesa+ )lan+ri si s+nt $reentate in )ro#e!+ri.

"&ree!(ervi#e Time

0Ser)ice (esign2" synonym for (ervi#e ;o+rs, #ommonly+se! in formal #al#+lations of"vaila*ility. (ee ontime.

)erioa!aa&reata !ef+rniare aservi#i+l+i

0Ser)ice (esign2 n sinonim $entr+ :rar+l is$oni*ilitatii(ervi#i+l+i,folosit !es in #al#+lele formale ale is$oni*ilitatii.Vei Tim$ !e Intrer+$ere.

"&reement " o#+mentt'at !es#ri*es a formal +n!erstan!in& *eteento or more $arties. "n "&reement is not le&ally *in!in&,+nless it forms $art of a ontra#t.(ee (ervi#e Level "&reement, :$erational Level "&reement.

"#or!9onventie

n o#+ment#are !es#rie +n a#or! formal intre !o+a sa+ maim+lte $arti. n "#or!9onventie n+ re$reinta o o*li&atiele&ala, !e#at !oar !a#a fa#e $arte !intr6+n ontra#t. Vei

"#or!


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"lert 0Ser)ice 1peration2" arnin& t'at a t'res'ol! 'as *eenrea#'e!, somet'in& 'as #'an&e!, or a %ail+re'as o##+rre!.

"lerts are often #reate! an! mana&e! *y (ystemMana&ementtools an! are mana&e! *y t'e -ventMana&ement )ro#ess.

"lerta 0Ser)ice 1peration2 : alarma #a s6a atins +n $ra&, s6as#'im*at #eva sa+ a a$ar+t o efe#ti+ne. "lertele s+nt !eo*i#ei #reate si #on!+se $rin interme!i+l instr+mentelor !eMana&ement+l (istemelor9(ystem Mana&ement si s+nt&estionate !e )ro#es+l Mana&ement+l+i -venimentelor.

"nalyti#alMo!ellin&

0Ser)ice Strategy2 0Ser)ice (esign2 0'ontinual Ser)ice"mpro)ement2" te#'ni+e t'at +ses mat'emati#al Mo!elsto$re!i#t t'e *e'avio+r of a onfi&+ration Itemor IT (ervi#e.

"nalyti#al Mo!els are #ommonly +se! in a$a#ityMana&ementan!"vaila*ility Mana&ement.(ee Mo!ellin&.

Mo!elareanaliti#a

0Ser)ice Strategy2 0Ser)ice (esign2 0'ontinual Ser)ice"mpro)ement2 : te'ni#a #are foloseste Mo!ele matemati#e$entr+ a $+tea $reviiona #om$ortament+l +n+i -lement !e

onfi&+ratiesa+ a +n+i (ervi#i+ IT. Mo!elarea analiti#a este!es folosita in Mana&ement+l a$a#itatiisi in Mana&ement+lis$oni*ilitatii 7(ervi#iilor IT. Vei Mo!elare.

"$$li#ation (oftare t'at $rovi!es %+n#tionst'at are re+ire! *y an IT(ervi#e. -a#'"$$li#ationmay *e $art of more t'an one IT(ervi#e. "n "$$li#ation r+ns on one or more (erversorlients.(ee"$$li#ation Mana&ement,"$$li#ation )ortfolio.

"$li#atie n softare #are asi&+ra %+n#tiine#esare +n+i (ervi#i+ IT.%ie#are"$li#atie$oate fi $arte !in +n+l sa+ mai m+lte (ervi#iiIT. "$li#atia $oate f+n#tiona $e +n+l sa+ mai m+lte (erveresa+ lienti.Vei Mana&ement+l "$li#atiilor, )ortofoli+l "$li#atiilor.

"$$li#ationMana&ement

0Ser)ice (esign2 0Ser)ice 1peration2T'e %+n#tionres$onsi*le for mana&in&"$$li#ationst'ro+&'o+t t'eirLife#y#le.

Mana&ement+l"$li#atiilor

0Ser)ice (esign2 0Ser)ice 1peration2 %+n#tiares$onsa*ila$entr+ #oor!onarea"$li#atiilor, $e tot $ar#+rs+l i#l+l !eViata.

"$$li#ation

)ortfolio

0Ser)ice (esign2" !ata*ase or str+#t+re! o#+ment+se!

to mana&e"$$li#ationst'ro+&'o+t t'eir Life#y#le. T'e"$$li#ation )ortfolio #ontains ey"ttri*+tesof all"$$li#ations. T'e "$$li#ation )ortfolio is sometimesim$lemente! as $art of t'e (ervi#e )ortfolio, or as $art of t'eonfi&+ration Mana&ement (ystem.

)ortofoli+l

"$li#atiilor

0Ser)ice (esign2 : *aa !e !ate sa+ +n o#+mentstr+#t+rat,

folosit $entr+ a &estiona"$li#atia$e $ar#+rs+l i#l+l+i !e Viata7al "$li#atiilor. )ortofoli+l "$li#atiilor #ontine"tri*+tesemnifi#ative !in toate"$li#atiile. )ortofoli+l "$li#atiilor este#ateo!ata im$lementat #a fa#an! $arte !in )ortofoli+l !e(ervi#ii, sa+ #a $arte !in (istem+l $entr+ Mana&ement+lonfi&+ratiilor 7M(.

"$$li#ation(ervi#e)rovi!er7"()

0Ser)ice (esign2"n-ternal (ervi#e )rovi!ert'at $rovi!esIT (ervi#es+sin&"$$li#ationsr+nnin& at t'e (ervi#e)rovi!er=s$remises. sersa##ess t'e"$$li#ations*ynetor #onne#tions to t'e (ervi#e )rovi!er.

%+rnior !e(ervi#ii ti$

"$li#atie 7"()

0Ser)ice (esign2 n)rovi!er !e (ervi#ii -tern#aref+rnieaa (ervi#ii ITfolosin!"$li#atii#e f+n#tioneaa9r+leaain lo#atia9$e infrastr+#t+ra %+rnior+l+i !e (ervi#i+. tiliatoriia##eseaa"$li#atia$rin interme!i+l #onei+nilor !e retea#atre %+rnior+l !e (ervi#ii.

"$$li#ation

(iin&

0Ser)ice (esign2T'e"#tivity res$onsi*le for +n!erstan!in&

t'e Reso+r#eRe+irementsnee!e! to s+$$ort a ne"$$li#ation, or a ma/or 'an&eto an eistin&"$$li#ation."$$li#ation (iin& 'el$s to ens+re t'at t'e IT (ervi#e#anmeet its a&ree! (ervi#e Level Tar&etsfor a$a#ityan!)erforman#e.

imensionarea

"$li#atiilor

0Ser)ice (esign2"#tivitateares$onsa*ila $entr+ intele&erea

erintelor !e Res+rsene#esare9folosite !e o no+a"$li#atiesa+ o (#'im*are ma/ora a +nei"$li#atii eistente.imensionarea "$li#atiilor se asi&+ra #a (ervi#iile IT$ot atin&e


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"ssem*ly 0Ser)ice #ransition2" onfi&+ration Itemt'at is ma!e +$from a n+m*er of ot'er Is. %or eam$le a (erverI may#ontain Isfor )s, iss, Memory et#.> an IT (ervi#eImay #ontain many ;ar!are, (oftarean! ot'er Is.(ee om$onent I, 5+il!.

"nsam*l+ 0Ser)ice #ransition2 n -lement !e onfi&+ratie#are esteformat !intr6+n n+mar !e alte -lemente !eonfi&+ratie. eeem$l+ +n -lement e onfi&+ratie 7I (erver $oate #ontinemai m+lte -lemente !e onfi&+ratie ;ar!are, (oftaresi alte-lemente !e onfi&+ratie.Vei -lement !e onfi&+ratie9I,"sam*lare.

"ssessment Ins$e#tion an! analysis to #'e# 'et'er a (tan!ar!or setof G+i!elinesis *ein& folloe!, t'at Re#or!sare a##+rate, or

t'at -ffi#ien#yan! -ffe#tivenesstar&ets are *ein& met.(ee"+!it.

-val+are Ins$e#tia si analia realiata $entr+ a verifi#a !a#a +n(tan!ar!sa+ +n set !e G'i!+ri9In!r+mares+nt res$e#tate,

!a#a Inre&istrariles+nt efe#t+ate #ore#t sa+ !a#a tintele$ro$+se $entr+ -fi#ientasi -fe#tivitates+nt atinse.Vei"+!it.

"sset 0Ser)ice Strategy2"ny Reso+r#eor a$a*ility. "ssets of a(ervi#e )rovi!erin#l+!e anyt'in& t'at #o+l! #ontri*+te to t'e!elivery of a (ervi#e. "ssets #an *e one of t'e folloin&ty$es? Mana&ement, :r&anisation, )ro#ess, @nole!&e,)eo$le, Information,"$$li#ations, Infrastr+#t+re, an!%inan#ial a$ital.

5+n 75+n+ri 0Ser)ice Strategy2 :ri#e Res+rsasa+ a$a*ilitate. 5+n+rile+n+i %+rnior !e (ervi#iiin#l+! tot #e ar $+tea #ontri*+i lalivrarea +n+i (ervi#i+. 5+n+rile $ot fi !e +rmatoarele ti$+ri?Mana&ement, :r&aniare, )ro#ese, +nostiinte,:ameni9Res+rse, Informatie,"$li#atii, Infrastr+#t+ra si a$ital%inan#iar.

"ssetMana&ement

0Ser)ice #ransition2"sset Mana&ementis t'e )ro#essres$onsi*le for tra#in& an! re$ortin& t'e val+e an!oners'i$ of finan#ial"ssetst'ro+&'o+t t'eir Life#y#le.

"sset Mana&ement is $art of an overall (ervi#e "sset an!onfi&+ration Mana&ement)ro#ess.(ee"sset Re&ister.

Mana&ement+lMi/loa#elor %ie

0Ser)ice #ransition2 Mana&ement+l Mi/loa#elor %ie este)ro#es+l res$onsa*il $entr+ +rmarirea si ra$ortarea valorilor sia$artenenta 5+n+rilorfinan#iare !e6a l+n&+l i#l+l+i lor !e

Viata. Man&ement+l Mi/loa#elor %ie fa#e $arte !in $ro#es+l&lo*al !e Mana&ement+l onfi&+ratiilor si "#tivele (ervi#i+l+i.Vei Re&istr+l Mi/loa#elor %ie.

"sset Re&ister 0Ser)ice #ransition2" list of"ssets, 'i#' in#l+!es t'eironers'i$ an! val+e. T'e "sset Re&ister is maintaine! *y

"sset Mana&ement.

Re&istr+lMi/loa#elor %ie

0Ser)ice #ransition2 : lista !e 5+n+ri, #are in#l+!ea$artenenta si valorile a#estora. Re&istr+l Mi/loa#elor %ie estementin+t !e Mana&ement+l Mi/loa#elor %ie.

"ttri*+te 0Ser)ice #ransition2" $ie#e of information a*o+t aonfi&+ration Item. -am$les are name, lo#ation, Versionn+m*er, an! ost. "ttri*+tes of Is are re#or!e! in t'eonfi&+ration Mana&ement ata*ase 7M5.(ee Relations'i$.

"tri*+t 0Ser)ice #ransition2 : $orti+ne !e informatie !es$re +n-lement !e onfi&+ratie. e eem$l+, n+me, lo#atie, n+marVersi+nesi ost. "tri*+tele -lementelor !e onfi&+raties+ntinre&istrate in 5aa !e ate $entr+ Mana&ement+lonfi&+ratiilor M5.Vei Relatii.

"+!it %ormal ins$e#tion an! verifi#ation to #'e# 'et'er a(tan!ar!or set of G+i!elinesis *ein& folloe!, t'at Re#or!sare a##+rate, or t'at -ffi#ien#yan! -ffe#tivenesstar&ets are*ein& met. "n "+!it may *e #arrie! o+t *y internal or eternal&ro+$s.(ee ertifi#ation,"ssessment.

Ins$e#tie9"+!it Ins$e#tie formala si verifi#are $entr+ a #ontrola in #e mas+ra+n (tan!ar!sa+ +n set !e G'i!+ri9In!r+mares+nt res$e#tate,!a#a Inre&istrariles+nt #ore#te sa+ !a#a tintele $ro$+se$entr+ -fi#ientasi -fe#tivitates+nt atinse. : misi+ne !e "+!it$oate fi #on!+sa !e +n &r+$ intern sa+ etern.Vei ertifi#are, -val+are.

"+t'orityMatri

(ynonym for R"I. Matri#eaRes$onsa*ilitatilor

(inonim $entr+ R"I.

"+tomati# allistri*+tion7"

0Ser)ice 1peration2se of Information Te#'nolo&yto !ire#tan in#omin& tele$'one #all to t'e most a$$ro$riate $erson int'e s'ortest $ossi*le time. " is sometimes #alle!

"+tomate! all istri*+tion.

istri*+irea+tomata aa$el+rilor

7"

0Ser)ice 1peration2 %olosirea +nei Te'nolo&ii Informati#e$entr+ a !ire#tiona a$el+rile telefoni#e sosite #atre #ea mai$otrivita $ersoana si in tim$+l #el mai s#+rt. " este #+nos#+t

si s+* !e n+mirea !e istri*+irea "+tomata a "$el+rilor.


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"vaila*ility 0Ser)ice (esign2"*ility of a onfi&+ration Itemor IT (ervi#eto $erform its a&ree! %+n#tion'en re+ire!. "vaila*ility is!etermine! *y Relia*ility, Maintaina*ility, (ervi#ea*ility,)erforman#e, an! (e#+rity. "vaila*ility is +s+ally #al#+late!as a $er#enta&e. T'is #al#+lation is often *ase! on"&ree!(ervi#e Timean! ontime. It is 5est )ra#ti#eto #al#+late

"vaila*ility +sin& meas+rements of t'e 5+sinesso+t$+t of t'eIT (ervi#e.

is$oni*ilitate 0Ser)ice (esign2"*ilitatea +n+i -lement !e onfi&+ratiesa+a +n+i (ervi#i+ IT!e a ee#+ta %+n#tiile#onvenite at+n#i #an!este #a+l. is$oni*ilitatea este !eterminata !e %ia*ilitate,a$a#itatea !e Intretinere a +n+i (ervi#i+, a$a#itatea !eIn!e$linire a (ervi#i+l+i, )erformantasi (e#+ritate.is$oni*ilitatea este !e o*i#ei #al#+lata #a +n $ro#ent. "#est#al#+l este !e o*i#ei *aat $e )erioa!aa&reata !e f+rniareaservi#i+l+i si Tim$!e intrer+$ere. -ste o 5+na )ra#ti#a!e a

#al#+la is$oni*ilitatea folosin! #a mas+ra #ontri*+tia la"fa#erea (ervi#i+l+i IT.

"vaila*ilityMana&ement

0Ser)ice (esign2 T'e )ro#essres$onsi*le for !efinin&,analysin&, )lannin&, meas+rin& an! im$rovin& all as$e#ts oft'e"vaila*ilityof IT (ervi#es. "vaila*ility Mana&ement isres$onsi*le for ens+rin& t'at all IT Infrastr+#t+re, )ro#esses,Tools, Roleset# area$$ro$riate for t'e a&ree! (ervi#e LevelTar&etsfor"vaila*ility.

Mana&ement+lis$oni*ilitatii7servi#iilor IT

0Ser)ice (esign2 )ro#es+lres$onsa*il $entr+ !efinirea,analia, )lanifi#area, mas+rarea si im*+natatirea t+t+roras$e#telor le&ate !e is$oni*ilitatea+n+i (ervi#i+ IT.Mana&ement+l is$oni*ilitatii este res$onsa*il $entr+ a seasi&+ra #a Infrastr+#t+ra IT, )ro#esele, Instr+mentele, Rol+rileet# s+nt #ores$+n! #+


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5aseline 0'ontinual Ser)ice "mpro)ement2" 5en#'mar+se! as areferen#e $oint. %or eam$le?

A "n IT(M5aseline #an *e +se! as a startin& $oint tomeas+re t'e effe#t of a (ervi#e Im$rovement )lanA " )erforman#e5aseline #an *e +se! to meas+re #'an&es

in )erforman#eover t'e lifetime of an IT (ervi#eA " onfi&+ration Mana&ement5aseline #an *e +se! to

ena*le t'e IT Infrastr+#t+reto *e restore! to a non

onfi&+rationif a 'an&eor Releasefails

Referinta95aseline

0'ontinual Ser)ice "mpro)ement2 n Re$er95en#'marfolosit #a +n $+n#t !e referinta. e eem$l+? A : onfi&+ratie !e Referinta IT(M$oate fi folosita #a +n$+n#t !e $ornire $entr+ mas+rarea efe#t+l )lan+l+i !eIm*+natatire al (ervi#i+l+i. A : onfi&+ratie !e Referinta a )erformantei$oate fi folosita$entr+ a mas+ra s#'im*arile in )erformanta+n+i (ervi#i+ IT!e6a l+n&+l !+ratei sale !e viata.

A : onfi&+ratie !e Referinta a Mana&ement+l+ionfi&+ratiilor$oate fi folosita #a o$ti+ne $entr+ #aInfrastr+#t+ra ITsa $oata fi resta+rata la o onfi&+ratie#+nos#+ta !a#a vreo (#'im*aresa+ +n )a#'et !e istri*+tiees+eaa.

5en#'mar 0'ontinual Ser)ice "mpro)ement2T'e re#or!e! state ofsomet'in& at a s$e#ifi# $oint in time. " 5en#'mar #an *e#reate! for a onfi&+ration, a )ro#ess, or any ot'er set of!ata. %or eam$le, a *en#'mar #an *e +se! in?A ontin+al (ervi#e Im$rovement, to esta*lis' t'e #+rrentstate for mana&in& im$rovements.A a$a#ity Mana&ement, to !o#+ment )erforman#e

#'ara#teristi#s !+rin& normal o$erations.

(ee 5en#'marin&, 5aseline.

5en#'mar7Re$er in Tim$

0'ontinual Ser)ice "mpro)ement2 Inre&istrarea +nei an+mitestari intr6+n an+mit moment s$e#ifi# !e tim$. n 5en#'mar7Re$er in Tim$ $oate fi realiat $entr+ o onfi&+ratie, +n)ro#essa+ $entr+ ori#e alt set !e !ate. e eem$l+, +n5en#'mar $oate fi folosit $entr+?A Im*+natatirea ontin+a a (ervi#iilor9(I, $entr+ a sta*ilistarea #+renta $entr+ &estionarea im*+natatirilor.

A Mana&ement+l a$a#itatii, $entr+ a !o#+menta#ara#teristi#ile )erformanteiin tim$+l o$erati+nilor ++ale.

Vei om$ararea onfi&+ratiei, 5aseline.

5en#'marin& 0'ontinual Ser)ice "mpro)ement2 om$arin& a 5en#'marit' a 5aselineor it' 5est )ra#ti#e. T'e term5en#'marin& is also +se! to mean #reatin& a series of5en#'marsover time, an! #om$arin& t'e res+lts tomeas+re $ro&ress or im$rovement.

om$arare#onfi&+ratii

0'ontinual Ser)ice "mpro)ement2 om$ararea +n+i5en#'mar 7Re$er in Tim$#+ +n 5aseline 7onfi&+ratie !eReferintasa+ #+ o 5+na )ra#ti#a. Termen+l Bom$ararea#onfi&+ratiilorC este !e asemenea folosit $entr+ #reerea !e6al+n&+l tim$+l+i, a +nor serii !e Re$ere in Tim$si a #om$arare+ltatele in s#o$+l mas+rarii $ro&res+l+i sa+ a im*+natatirii.

5est )ra#ti#e )roven"#tivitiesor )ro#essest'at 'ave *een s+##essf+lly+se! *y m+lti$le :r&anisations. ITILis an eam$le of 5est

)ra#ti#e.

5+na )ra#ti#a "#tivitatisa+ )ro#ese#ertifi#ate #are a+ fost folosite #+ s+##esin mai m+lte :r&aniatii. ITILeste +n eem$l+ !e 5+na

)ra#ti#a.5rainstormin& 0Ser)ice (esign2" te#'ni+e t'at 'el$s a team to &enerate

i!eas. I!eas are not reviee! !+rin& t'e 5rainstormin&session, *+t at a later sta&e. 5rainstormin& is often +se! *y)ro*lem Mana&ementto i!entify $ossi*le #a+ses.

5rainstormin&7sesi+ne !e#reare si#ole#tare !ei!ei

0Ser)ice (esign2 : te'ni#a #are a/+ta o e#'i$a sa &enereei!ei. I!eile n+ s+nt reva+te in tim$+l sesi+nii 5rainstormin&,+rman! sa fie revi+ite +lterior. 5rainstormin& este !es folosit!e Mana&ement+l )ro*lemelor$entr+ a in!etifi#a $osi*ilele#a+e.

5ritis'(tan!ar!sInstit+tion75(I

T'e @


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(ee 5+!&etin&, )lannin&. Vei 5+&etare, )lanifi#are.

5+!&etin& T'e"#tivityof $re!i#tin& an! #ontrollin& t'e s$en!in& ofmoney. onsists of a $erio!i# ne&otiation #y#le to set f+t+re5+!&ets7+s+ally ann+al an! t'e !ay6to6!ay monitorin& an!a!/+stin& of #+rrent 5+!&ets.

5+&etare "#tivitatea$reviionarii si #ontrol+l+i #'elt+ielilor *anilor.onsta intr6+n #i#l+ $erio!i# !e ne&o#iere $entr+ a sta*ili5+&eteleviitoare 7!e o*i#ei an+al si $entr+ a monitoria si aa/+sta i !e i 5+&etele#+rente.

5+il! 0Ser)ice #ransition2T'e"#tivityof assem*lin& a n+m*er ofonfi&+ration Itemsto #reate $art of an IT (ervi#e. T'e term5+il! is also +se! to refer to a Releaset'at is a+t'orise! for

!istri*+tion. %or eam$le (erver5+il! or la$to$ 5+il!.(ee onfi&+ration 5aseline.

"nsam*lare95+il!

0Ser)ice #ransition2"#tivitatea!e al#at+ire a +n+i n+mar !e-lemente !e onfi&+raremenite a fa#e $arte !intr6+n (ervi#i+IT. Termen+l !e"nsam*l+95+il!este !e asemenea folosit

$entr+ a se referi la +n )a#'et !e istri*+tiea+toriat. eeem$l+,"nsam*l+l+l95+il!!e (erversa+ a La$to$.Vei 5aseline 7onfi&+ratie !e *aa.

5+il!-nvironment

0Ser)ice #ransition2" #ontrolle! -nvironment'ere"$$li#ations, IT (ervi#esan! ot'er 5+il!sare assem*le!$rior to *ein& move! into a Testor Live-nvironment.

Me!i+ !easam*lare

0Ser)ice #ransition2 n Me!i+#ontrolat, +n!e"$li#atiile,(ervi#iile ITsa+ alte"nsam*l+ris+nt asam*late in $reala*il$entr+ a fi m+tate intr6+n Me!i+ !e Testsa+ !e )ro!+#tie.

5+siness 0Ser)ice Strategy2"n overall #or$orate entity or:r&anisationforme! of a n+m*er of 5+siness nits. In t'e#ontet of IT(M, t'e term 5+siness in#l+!es $+*li# se#toran! not6for6$rofit or&anisations, as ell as #om$anies. "n IT(ervi#e )rovi!er$rovi!es IT (ervi#esto a +stomerit'in a5+siness. T'e IT (ervi#e )rovi!ermay *e $art of t'e same

5+siness as t'eir +stomer7Internal (ervi#e )rovi!er, or$art of anot'er 5+siness7-ternal (ervi#e )rovi!er.

"fa#ere95+siness

0Ser)ice Strategy2 : entitate &lo*ala a +nei #or$oratii sa+:r&aniatiiformata !intr6+n n+mar !e nitati !e 5+siness. In#ontet+l IT(M, termen+l !e "fa#ere in#l+!e se#tor+l $+*li# sior&aniatiile non6$rofit, $re#+m si #om$aniile. n )rovi!er !e(ervi#ii ITf+rnieaa (ervi#ii IT#atre +n lientin interior+l+nei"fa#eri. )rovi!er+l !e (ervi#ii IT$oate fa#e $arte !in

a#ea "fa#ere #a si #ea a lient+l+i 7)rovi!er !e (ervi#ii Internsa+ $arte !intr6o alta"fa#ere7)orvi!er !e (ervi#ii -tern.

5+sinessa$a#ityMana&ement75M

0Ser)ice (esign2In t'e #ontet of IT(M, 5+siness a$a#ityMana&ement is t'e"#tivityres$onsi*le for +n!erstan!in&f+t+re 5+siness Re+irementsfor +se in t'e a$a#ity )lan.(ee (ervi#e a$a#ity Mana&ement.

Mana&ement+la$a#itatii

"fa#erii 75M

0Ser)ice (esign2 In #ontet+l IT(M, Man&ement+l a$a#itatii"fa#erii este"#tivitateares$onsa*ila $entr+ intele&erea


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form a si&nifi#ant $art of 5+siness ontin+ity )lans. et#. )lan+rile ontin+itatii (ervi#iilor IT s+nt o $arte im$ortanta!in )lan+rile ontin+itatii "fa#erii.

5+siness+stomer

0Ser)ice Strategy2" re#i$ient of a $ro!+#t or a (ervi#efromt'e 5+siness. %or eam$le if t'e 5+sinessis a #arman+fa#t+rer t'en t'e 5+siness +stomer is someone 'o*+ys a #ar.

lient+l +nei"fa#eri

0Ser)ice Strategy2 5enefi#iar+l +n+i $ro!+s sa+ al +n+i(ervi#i+!intr6o"fa#ere. e eem$l+, !a#a"fa#ereare$reinta $ro!+#tia !e masini, at+n#i lient+l+nei afa#eri estere$reentat !e #el #are #+m$ara masina.

5+sinessIm$a#t

"nalysis 75I"

0Ser)ice Strategy25I" is t'e"#tivityin 5+siness ontin+ityMana&ementt'at i!entifies Vital 5+siness %+n#tionsan!

t'eir !e$en!en#ies. T'ese !e$en!en#ies may in#l+!e(+$$liers, $eo$le, ot'er 5+siness )ro#esses, IT (ervi#eset#.5I" !efines t'e re#overy re+irements for IT (ervi#es. T'esere+irements in#l+!e Re#overy Time :*/e#tives, Re#overy)oint :*/e#tivesan! minim+m (ervi#e Level Tar&etsfor ea#'IT (ervi#e.

"nalia !eIm$a#t as+$ra

"fa#erii 75I"

0Ser)ice Strategy2 5I" este"#tivitatea!in Mana&ement+lontin+itatii "fa#erii#are i!entifi#a %+n#tiile Vitaleale"fa#erii

si !e$en!entele lor. "#este !e$en!ente $ot in#l+!e %+rniori,oameni, alte )ro#eseale"fa#erii, (ervi#ii ITet#. 5I" !efineste#erintele $entr+ resta+rarea (ervi#iilor IT. "#este #erintein#l+!, +rata !e Resta+rare, )+n#t+l !e Resta+raresi


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5+siness(ervi#e

"n IT (ervi#et'at !ire#tly s+$$orts a 5+siness )ro#ess, aso$$ose! to an Infrastr+#t+re (ervi#e'i#' is +se! internally*y t'e IT (ervi#e )rovi!eran! is not +s+ally visi*le to t'e5+siness.T'e term 5+siness (ervi#e is also +se! to mean a (ervi#et'at is !elivere! to 5+siness +stomers*y 5+siness nits.%or eam$le !elivery of finan#ial servi#es to +stomersof a*an, or &oo!s to t'e +stomersof a retail store. (+##essf+l

!elivery of 5+siness (ervi#es often !e$en!s on one or moreIT (ervi#es.

(ervi#i+ !e5+siness9"fa#ere

n (ervi#i+ IT#are s+$orta !ire#t +n )ro#es al "fa#erii9!e5+siness, in o$oitie #+ +n (ervi#i+ !e Infrastr+#t+ra#are estefolosit intern !e #atre %+rnior+l !e (ervi#ii ITsi #are n+ esteintot!ea+na vii*il"fa#erii.Termen+l (ervi#i+l !e 5+siness9"fa#ere este !e asemeneafolosit $entr+ a se referi la +n (ervi#i+#are este $re!at +norlienti !e "fa#ere 95+siness!e #atre nitatea "fa#erii9!e5+siness. e eem$l+, livrarea +nor servi#ii finan#iare #atre

lientii+nei *an#i, sa+ *+n+ri $entr+ lientii+n+i ma&ain.(+##es+l livrarii (ervi#iilor "fa#erii !e$in! !eseori !e +n+l sa+mai m+lte (ervi#ii IT.

5+siness(ervi#eMana&ement75(M

0Ser)ice Strategy2 0Ser)ice (esign2"n a$$roa#' to t'emana&ement of IT (ervi#est'at #onsi!ers t'e 5+siness)ro#essess+$$orte! an! t'e 5+sinessval+e $rovi!e!.T'is term also means t'e mana&ement of 5+siness (ervi#es!elivere! to 5+siness +stomers.

Mana&ement+l(ervi#iilor

"fa#erii 75(M

0Ser)ice Strategy2 0Ser)ice (esign2 : a*or!are amana&ement+l+i (ervi#iilor IT#are #onsi!era )ro#esele

"fa#eriis+$ortate si valorile f+rniate"fa#erii95+siness6+l+i.Termen+l, !e asemenea, se refera la mana&ement+l (ervi#iilor

"fa#erii9!e 5+sinessf+rniate lientilor.

5+siness nit 0Ser)ice Strategy2" se&ment of t'e 5+siness'i#' 'as itson )lans, Metri#s, in#ome an! osts. -a#' 5+siness nitons"ssetsan! +ses t'ese to #reate val+e for +stomersint'e form of &oo!s an! (ervi#es.

nitate !e5+siness

0Ser)ice Strategy2 n se&ment al"fa#erii#are are )lan+rilesale, Metri#ilesale, venit+rile si ost+rilesale. %ie#are +nitate!e afa#ere !etine 5+n+ri$e #are le foloseste $entr+ a #reavaloare $entr+ lienti s+* forma !e *+n+ri sa+ (ervi#ii.

all 0Ser)ice 1peration2" tele$'one #all to t'e (ervi#e esfrom a ser. " all #o+l! res+lt in an In#i!entor a (ervi#eRe+est*ein& lo&&e!.

"$el 7telefoni# 0Ser)ice 1peration2 n a$el telefoni# #atre (ervi#e es !in$artea +n+i tiliator. "#est a$el telefoni# se $oate transformaintr6o inre&istrare !e In#i!entsa+ a +nei erinte !e (ervi#ii.

all entre 0Ser)ice 1peration2"n :r&anisationor 5+siness nit 'i#''an!les lar&e n+m*ers of in#omin& an! o+t&oin& tele$'one#alls.(ee (ervi#e es.

is$e#erat9all entre

0Ser)ice 1peration2 : :r&aniatiesa+ o nitate !e 5+siness#are &estioneaa +n n+mar mare !e a$el+ri telefoni#ere#e$tionate sa+ formate.Vei (ervi#e es.

all Ty$e 0Ser)ice 1peration2" ate&oryt'at is +se! to !istin&+is'in#omin& re+ests to a (ervi#e es. ommon all Ty$esare In#i!ent, (ervi#e Re+estan! om$laint.

Ti$ !e "$el7telefoni#

0Ser)ice 1peration2 : ate&orie#are este folosita $entr+ a$+tea !eose*i #ererile sosite #atre (ervi#e es.ateva ti$+ri!e a$el? In#i!ent, erinta !e (ervi#iisa+ Re#lamatie.

a$a*ility 0Ser)ice Strategy2 T'e a*ility of an :r&anisation, $erson,)ro#ess,"$$li#ation, onfi&+ration Item or IT (ervi#eto

#arry o+t an"#tivity. a$a*ilities are intan&i*le"ssetsof an:r&anisation.(ee Reso+r#e.

a$a*ilitate 0Ser)ice Strategy2"*ilitatea +nei :r&aniatii, $ersoane,)ro#es,"$li#atie, -lement !e onfi&+ratiesa+ (ervi#i+ ITsa

in!e$lineas#a o"#tivitate. a$a*ilitatile s+nt 5+n+riintan&i*ileale +nei :r&aniatii.Vei Res+rse.

a$a*ilityMat+rity Mo!el7MM

0'ontinual Ser)ice "mpro)ement2 T'e a$a*ility Mat+rityMo!el for (oftare 7also non as t'e MM an! (E6MMis a mo!el +se! to i!entify 5est )ra#ti#esto 'el$ in#rease)ro#essMat+rity. MM as !evelo$e! at t'e (oftare-n&ineerin& Instit+te 7(-I of arne&ie Mellon niversity. In2000, t'e (E6MM as +$&ra!e! to MMI 7a$a*ilityMat+rity Mo!el Inte&ration. T'e (-I no lon&er maintains t'e(E6MM mo!el, its asso#iate! a$$raisal met'o!s, ortrainin& materials.

Mo!el+lmas+rariiMat+ritatiia$a*ilitatilor7MM

0'ontinual Ser)ice "mpro)ement2 Mo!el+l mas+rariiMat+ritatii a$a*ilitatilor $entr+ (oftare 7#+nos#+t si s+*!en+mirea !e MM si (E6MM este +n mo!el folosit $entr+a i!entifi#a 5+na )ra#ti#a, $entr+ a a/+ta la #restereaMat+ritatii )ro#es+l+i. MM a fost !evoltat la Instit+t+l(oftare -n&ineerin& 7(-I !in #a!r+l niversitatii arne&ie!in Mellon. In an+l 2000, (E6MM a fost $romovat in MMI7a$a*ility Mat+rity Mo!el Inte&ration. (-I n+ mai!evolta9mentine mo!el+l (E6MM, meto!ele sale aso#iate

!e eval+are sa+ materialele $entr+ trainin&.


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a$a*ilityMat+rity Mo!elInte&ration7MMI

0'ontinual Ser)ice "mpro)ement2 a$a*ility Mat+rityMo!el Inte&ration 7MMI is a $ro#ess im$rovementa$$roa#' !evelo$e! *y t'e (oftare -n&ineerin& Instit+te7(-I of arne&ie Melon niversity. MMI $rovi!esor&aniations it' t'e essential elements of effe#tive$ro#esses. It #an *e +se! to &+i!e $ro#ess im$rovementa#ross a $ro/e#t, a !ivision, or an entire or&aniation. MMI'el$s inte&rate tra!itionally se$arate or&aniational f+n#tions,

set $ro#ess im$rovement &oals an! $riorities, $rovi!e&+i!an#e for +ality $ro#esses, an! $rovi!e a $oint ofreferen#e for a$$raisin& #+rrent $ro#esses. (ee'tt$?99.sei.#m+.e!+9#mmi9 for more information.(ee MM, ontin+o+s Im$rovement, Mat+rity.

Mo!el+lInte&rat !emas+rare aMat+ritatiia$a*ilitatilor7MMI

0'ontinual Ser)ice "mpro)ement2 Mo!el+l Inte&rat !emas+rare a Mat+ritatii a$a*ilitatilor 7MMI este +n $ro#es !eim*+natatire !evoltat !e Instit+t+l (oftare -n&ineerin& (-I!in #a!r+l niversitatii arne&ie !in Mellon. MMI asi&+raor&aniatiilor elementele esentiale ale +n+i $ro#es efe#tiv.)oate fi folosit $entr+ a &'i!a $ro#es+l im*+natatirii !e6a l+n&+l+n+i $roie#t, al +nei !iviii sa+ al +nei intre&i or&aniatii. MMIa/+ta inte&rarea f+n#tiilor or&aniationale, tra!itional se$arate,

fieaa o*ie#tivele $ro#es+l+i !e im*+natatire si $rioritatile,f+rnieaa in!i#atii $entr+ $ro#ese !e #alitate, si asi&+ra +n$+n#t !e referinta $entr+ a$re#ierea $ro#eselor #+rente.)entr+ mai m+lte informatii a##eseaa'tt$?99.sei.#m+.e!+9#mmi9Vei MM, Im*+natatirea ontin+a, Mat+ritatea.

a$a#ity 0Ser)ice (esign2 T'e maim+m T'ro+&'$+tt'at aonfi&+ration Itemor IT (ervi#e#an !eliver 'ilst meetin&a&ree! (ervi#e Level Tar&ets. %or some ty$es of I,a$a#ity may *e t'e sie or vol+me, for eam$le a !is !rive.

a$a#itate 0Ser)ice (esign2 a$a#itateefe#tivamaima $e #are +n-lement !e onfi&+ratie sa+ +n (ervi#i+ ITo $oate transmitein tim$ #e se atin&e


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a$italiation 0Ser)ice Strategy2I!entifyin& ma/or ostas #a$ital, event'o+&' no"ssetis $+r#'ase!. T'is is !one to s$rea! t'eim$a#t of t'e ostover m+lti$le a##o+ntin& $erio!s. T'emost #ommon eam$le of t'is is softare !evelo$ment, or$+r#'ase of a softare li#ense.

a$italiare 0Ser)ice (esign2 I!entifi#area ost+rilorma/ore #a +n #a$ital,#'iar !a#a ni#i +n 5+n7mi/lo# fi n+ este a#'iitionat. "#estl+#r+ este fa#+t $entr+ a im$arti im$a#t+l ost+l+i$e mai m+lte$erioa!e #onta*ile. n eem$l+ #om+n il re$reinta!evoltarea +n+i softare sa+ #+m$ararea +nor li#entesoftare.

ate&ory " name! &ro+$ of t'in&s t'at 'ave somet'in& in #ommon.ate&ories are +se! to &ro+$ similar t'in&s to&et'er. %or

eam$le ost Ty$esare +se! to &ro+$ similar ty$es of ost.In#i!ent ate&oriesare +se! to &ro+$ similar ty$es ofIn#i!ent, I Ty$esare +se! to &ro+$ similar ty$es ofonfi&+ration Item.

ate&orie n &r+$ !e o*ie#te #are a+ +nele #ara#teristi#i #om+ne.ate&oriile s+nt folosite $entr+ a &r+$a o*ie#tele

asemanatoare im$re+na. e eem$l+ Ti$+l ost+l+iestefolosit $entr+ a &r+$a ti$+rile !e ost+risimilare. ate&oriileIn#i!ents+nt folosite $entr+ a &r+$a ti$+ri similare !eIn#i!ente. Ti$+rile Is+nt folosite $entr+ a &r+$a ti$+ri similare!e -lemente !e onfi&+ratie.

ertifi#ation Iss+in& a #ertifi#ate to #onfirm om$lian#eto a (tan!ar!.ertifi#ation in#l+!es a formal"+!it*y an in!e$en!ent an!

"##re!ite!*o!y. T'e term ertifi#ation is also +se! to meanaar!in& a #ertifi#ate to verify t'at a $erson 'as a#'ieve! a+alifi#ation.

ertifi#are n #ertif i#at #are asi&+ra onformitatea#+ +n (tan!ar!.ertifi#area in#l+!e +n"+!it formal $rin interme!i+l +nei $arti

"#re!itatesi in!e$en!ente. Termen+l !e ertifi#are este !easemenea folosit $entr+ a se referi la a#or!area #ertifi#at+l+i+nei $ersoane #are a o*tin+t o #alifi#are.

'an&e 0Ser)ice #ransition2T'e a!!ition, mo!ifi#ation or removal ofanyt'in& t'at #o+l! 'ave an effe#t on IT (ervi#es. T'e (#o$e

s'o+l! in#l+!e all IT (ervi#es, onfi&+ration Items,)ro#esses, o#+mentationet#.

(#'im*are 0Ser)ice #ransition2"!a+&area, mo!ifi#area sa+in!e$artarea ori#ar+i element #are $oate avea +n efe#t as+$ra

(ervi#iilor IT. (#o$+lar tre*+i sa in#l+!a toate (ervi#iile IT,-lementele !e onfi&+ratie, )ro#esele, o#+mentareaet#.

'an&e"!visory5oar! 7"5

0Ser)ice #ransition2" &ro+$ of $eo$le t'at a!vises t'e'an&e Mana&erin t'e"ssessment, $rioritisation an!s#'e!+lin& of 'an&es. T'is *oar! is +s+ally ma!e +$ ofre$resentatives from all areas it'in t'e IT (ervi#e )rovi!er,t'e 5+siness, an! T'ir! )artiess+#' as (+$$liers.

onsili+l !e"viare a(#'im*arilor7"5

0Ser)ice #ransition2 n &r+$ !e $ersoane #are, in #a!r+l-val+arii, re#oman!a Mana&er+l+i (#'im*arilor$rioritatile si$lanifi#arile (#'im*arilor. "#est #onsili+ este !e o*i#ei format!in $ersoane re$reentative !in toate ariile %+rnior+l+i !e(ervi#ii IT, ale"fa#eriisi alte )arti Terte#+m ar fi %+rniorii.

'an&e ase 0Ser)ice 1peration2" te#'ni+e +se! to $re!i#t t'e im$a#tof $ro$ose! 'an&es. 'an&e ases +se s$e#ifi# s#enariosto #larify t'e s#o$e of $ro$ose! 'an&esan! to 'el$ it'ost 5enefit "nalysis.(ee se ase.

(t+!i+ !e aal (#'im*arii

0Ser)ice 1peration2 : te'ni#a folosita $entr+ a analiaim$a#t+l (#'im*arilor$ro$+se. (t+!i+l !e a al (#'im*arilorfoloseste s#enarii s$e#ifi#e $entr+ a #larifi#a s#o$+l $ro$+s !e(#'im*arisi $entr+ a a/+ta la"nalia ost65enefi#i+.Vei -em$l+ !e tiliare.

'an&e;istory

0Ser)ice #ransition2Information a*o+t all #'an&es ma!e toaonfi&+ration Item!+rin& its life. 'an&e ;istory #onsistsof all t'ose 'an&e Re#or!st'at a$$ly to t'eI.

Istori#+l(#'im*arilor

0Ser)ice #ransition2 Informatii !es$re toate s#'im*arileefe#t+ate !e6a l+n&+l vietii +n+i -lement !e onfi&+ratie.Istori#+l (#'im*arilor #onsta in a#ele Inre&istrari!es$re(#'im*are#are se a$li#a -lementelor !e onfi&+ratie.

'an&eMana&ement

0Ser)ice #ransition2 T'e)ro#ess res$onsi*le for #ontrollin&t'e Life#y#leof all 'an&es. T'e $rimary o*/e#tive of 'an&eMana&ement is to ena*le *enefi#ial 'an&esto *e ma!e,it' minim+m !isr+$tion to IT (ervi#es.

Mana&ement+l(#'im*arii

0Ser)ice #ransition2 )ro#es+lres$onsa*il #+ #ontrolareai#l+l+i !e Viataal t+t+ror (#'im*arilor. :*ie#tiv+l $rin#i$al alMana&ement+l+i (#'im*arii este !e a $ermite im$lementarea(#'im*arilor *enefi#e #+ minim+m !e intrer+$ere a (ervi#iilorIT.


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'an&e Mo!el 0Ser)ice #ransition2" re$eata*le ay of !ealin& it' a$arti#+lar ate&oryof 'an&e. " 'an&e Mo!el !efiness$e#ifi# $re6!efine! ste$s t'at ill *e folloe! for a 'an&eof t'is ate&ory. 'an&e Mo!els may *e very sim$le, it' nore+irement for a$$roval 7e.&. )assor! Reset or may *every #om$le it' many ste$s t'at re+ire a$$roval 7e.&.ma/or softare Release.(ee (tan!ar! 'an&e, 'an&e "!visory 5oar!.

Mo!el !e(#'im*are

0Ser)ice #ransition2 n mo! re$eta*il !e a &estiona oate&orie a +nei (#'im*ari$arti#+lara. n Mo!el !e(#'im*are !efineste an+miti $asi $re!efiniti #e vor fi +rmati in#a+l +nei (#'im*ari!in a#ea ate&orie. Mo!elele !e(#'im*are $ot fi foarte sim$le, fara ne#esitati !e #onfirmare7!e e. Resetari !e )arola sa+ $ot fi foarte #om$lee, #+ m+lti$asi, #are ne#esita #onfirmari 7!e e. )a#'ete!eistri*+tie(oftare im$ortante.Vei (#'im*are (tan!ar!,onsili+ !e "viare a (#'im*arilor.

'an&eRe#or!

0Ser)ice #ransition2" Re#or!#ontainin& t'e !etails of a'an&e. -a#' 'an&e Re#or! !o#+ments t'e Life#y#leof asin&le 'an&e. " 'an&e Re#or! is #reate! for everyRe+est for 'an&et'at is re#eive!, even t'ose t'at ares+*se+ently re/e#te!. 'an&e Re#or!s s'o+l! referen#e t'eonfi&+ration Itemst'at are affe#te! *y t'e 'an&e. 'an&eRe#or!s are store! in t'e onfi&+ration Mana&ement(ystem.

Inre&istrarea(#'im*arii

0Ser)ice #ransition2 : Inre&istrare#ontinan! !etalii !es$re o(#'im*are. %ie#are Inre&istrare !es$re (#'im*are!efinestei#l+l !e Viata al +nei sin&+re (#'im*ari. : Inre&istrare !es$re(#'im*are este #reata $entr+ fie#are erere !e (#'im*are$rimita, #'iar si $entr+ #ele nea$ro*ate +lterior. Inre&istrarile!es$re (#'im*are fa# referire la -lementele !e onfi&+rare#are s+nt afe#tate !e a#ea (#'im*are. Inre&istarile !es$re(#'im*are s+nt sto#ate in (istem+l $entr+ Mana&ement+lonfi&+ratiilor M(.

'an&eRe+est

(ynonym for Re+est for 'an&e. erere !e(#'im*are

(inonim #+ erere !e (#'im*are9R%

'an&e(#'e!+le 0Ser)ice #ransition2" o#+mentt'at lists all a$$rove!'an&esan! t'eir $lanne! im$lementation !ates. " 'an&e(#'e!+le is sometimes #alle! a %orar! (#'e!+le of'an&e, even t'o+&' it also #ontains information a*o+t'an&est'at 'ave alrea!y *een im$lemente!.

)lanifi#area(#'im*arilor 0Ser)ice #ransition2 n o#+ment#are #ontine toate(#'im*arilea$ro*ate $re#+m si !atele $lanifi#ate $entr+im$lementare. )lanifi#area (#'im*arilor este #ateo!ata n+mitasi )lanifi#ator !e (#'im*ari 7%(, #'iar !a#a a#esta #ontine siinformatii !es$re (#'im*arile#are a+ fost !e/a im$lementate.

'an&eEin!o

0Ser)ice #ransition2" re&+lar, a&ree! time 'en 'an&esor Releasesmay *e im$lemente! it' minimal im$a#t on(ervi#es. 'an&e Ein!os are +s+ally !o#+mente! in (L"s.

%ereastra !eintro!+#ere a(#'im*arilor

0Ser)ice #ransition2 : fereastra !e tim$ $erio!i#a, a##e$tata,in #are o (#'im*aresa+ +n )a#'et!e istri*+tie $oate fiim$lementat #+ +n im$a#t minim as+$ra (ervi#iilor. "#esteferestre !e s#'im*are s+nt !e o*i#ei mentionate in (L".

'ar&in& 0Ser)ice Strategy2 Re+irin& $ayment for IT (ervi#es.'ar&in& for IT (ervi#esis o$tional, an! many :r&anisations#'oose to treat t'eir IT (ervi#e )rovi!eras a ost entre.

Taarea7servi#ilor

0Ser)ice Strategy2 )latile ne#esare $entr+ (ervi#iile IT.Taarea (ervi#iilor ITeste o$tionala, si m+lte :r&aniatii ale&sa6si tratee )rovi!er+l (ervi#iilor IT#a $e +n entr+ !e ost.

'ronolo&i#al"nalysis

0Ser)ice 1peration2" te#'ni+e +se! to 'el$ i!entify$ossi*le #a+ses of )ro*lems. "ll availa*le !ata a*o+t t'e)ro*lemis #olle#te! an! sorte! *y !ate an! time to $rovi!e a!etaile! timeline. T'is #an mae it $ossi*le to i!entify 'i#'-ventsmay 'ave *een tri&&ere! *y ot'ers.

"naliaronolo&i#a

0Ser)ice 1peration2 : te'ni#a +tiliata $entr+ a a/+tai!entifi#area $osi*ilelor #a+e ale +nor )ro*leme. Toate !atele!is$oni*ile !es$re o )ro*lemas+nt a!+nate si sortate !+$a!ata si ora $entr+ a asi&+ra o analia !etaliata in tim$. "#easta$oate fa#e $osi*ila i!entifi#area +n+i -veniment#are ar fi $+t+tfi !e#lansat !e alte evenimente.

I Ty$e 0Ser)ice #ransition2" ate&oryt'at is +se! to lassify Is.T'e I Ty$e i!entifies t'e re+ire!"ttri*+tesan!Relations'i$sfor a onfi&+ration Re#or!. ommon I Ty$esin#l+!e? 'ar!are, o#+ment, seret#.

Ti$+l-lement+l+i !eonfi&+ratie

0Ser)ice #ransition2 : ate&orie#are este folosita $entr+ a#lasifi#a -lementele !e onfi&+ratie. Ti$+l -lement+l+i !eonfi&+ratie i!entifi#a"tri*+telesi Relatiilene#esare $entr+ oInre&istrare!es$re -lement+l !e onfi&+rare. -lementele !eonfi&+ratie&enerale $ot in#l+!e? 'ar!are, o#+mente,tiliatori, et#.


13/68


lassifi#ation T'e a#t of assi&nin& a ate&oryto somet'in&. lassifi#ationis +se! to ens+re #onsistent mana&ement an! re$ortin&. Is,In#i!ents, )ro*lems, 'an&eset#. are +s+ally #lassifie!.

lasifi#are )ro#es+l !e atri*+ire a +nei ate&orii+n+i $ro#ess9element.lasifi#area este folosita $entr+ a asi&+ra +n mana&ementsoli! si a fa#ilita ra$ortarea. e o*i#ei s+nt #lasifi#ate+rmatoarele? -lementele !e onfi&+ratie,In#i!entele,)ro*lemele, (#'im*arileet#.

lient " &eneri# term t'at means a +stomer, t'e 5+sinessor a5+siness +stomer. %or eam$le lient Mana&er may *e+se! as a synonym for"##o+nt Mana&er.

T'e term #lient is also +se! to mean?A " #om$+ter t'at is +se! !ire#tly *y a ser, for eam$le a), ;an!'el! om$+ter, or Eorstation.

A T'e $art of a lient6(erver"$$li#ationt'at t'e ser!ire#tly interfa#es it'. %or eam$le an email lient.

lient n termen &eneral #are se refera la lient, la o"fa#eresa+ lalient+l+nei"fa#eri. e eem$l+, termen+l !e Mana&er+llientilor $oate fi sinonim #+ Mana&er+l !e ont #lienti.

Termen+l !e #lient este !e asemenea folosit $entr+ a se referila?A n #al#+lator #are este folosit !ire#t !e #atre +n tiliator, !eeem$l+ +n ), +n mini #al#+lator $orta*il sa+ o statie !el+#r+.A )artea !intr6o"$li#atielient6(erver #+ #are tiliator+lintera#tioneaa !ire#t. e eem$l+ +n lient !e email.

lose! 0Ser)ice 1peration2 T'e final (tat+sin t'e Life#y#leof anIn#i!ent, )ro*lem, 'an&eet#. E'en t'e (tat+sis lose!,no f+rt'er a#tion is taen.

In#'is 0Ser)ice 1peration2 (tareafinala !intr6+n i#l+ !e Viataal+n+i In#i!ent, )ro*lema, (#'im*areet#.


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om$onent " &eneral term t'at is +se! to mean one $art of somet'in&more #om$le. %or eam$le, a #om$+ter (ystemmay *e a#om$onent of an IT (ervi#e, an"$$li#ationmay *e aom$onent of a Release nit. om$onents t'at nee! to *emana&e! s'o+l! *e onfi&+ration Items.

om$onenta n termen &eneral #are se refera la o $arte !intr6+n l+#r+#om$le. e eem$l+, (istem+l+n+i #om$+ter $oate fi oom$onentaa (ervi#i+l+i IT, o"$li#atie $oate fi o #om$onentaa +nei nitati !e istri*+tie. om$onentele #are tre*+ie&estionate ar tre*+i sa fie -lemente !e onfi&+ratie.

om$onenta$a#ityMana&ement

7M

0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2T'e)ro#essres$onsi*le for +n!erstan!in& t'e a$a#ity,tilisation, an! )erforman#eof onfi&+ration Items. ata is

#olle#te!, re#or!e! an! analyse! for +se in t'e a$a#ity)lan.(ee (ervi#e a$a#ity Mana&ement.

Mana&ement+la$a#itatiiom$onentelor

7M

0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2)ro#es+lres$onsa*il $entr+ intele&erea a$a#itatii, tiliariisi)erformantei -lementelor !e onfi&+ratie. atele s+nt

#ole#tate, inre&istrate si analiate $entr+ a se +tilia in )lan+l!e a$a#itate.Vei Mana&ement+l a$a#itatii (ervi#iilor.

om$onent I 0Ser)ice #ransition2" onfi&+ration Itemt'at is $art of an"ssem*ly. %or eam$le, a ) or Memory Imay *e $art ofa (erver I.

-lement+l !eonfi&+ratie9I

0Ser)ice #ransition2 n -lement !e onfi&+ratie#are fa#e$arte !intr6+n"nsam*l+. e eem$l+, +n $ro#esor9) sa++n IMemorie $oate fa#e $arte !intr6+n I (erver.

om$onent%ail+re Im$a#t

"nalysis7%I"

0Ser)ice (esign2" te#'ni+e t'at 'el$s to i!entify t'eim$a#t of Ifail+re on IT (ervi#es. " matri is #reate! it' IT(ervi#eson one e!&e an! Ison t'e ot'er. T'is ena*les t'ei!entifi#ation of #riti#al Is7t'at #o+l! #a+se t'e fail+re ofm+lti$le IT (ervi#es an! of fra&ile IT (ervi#es7t'at 'avem+lti$le (in&le )oints of %ail+re.

"nalia !eIm$a#t aefe#tariiom$onentelor7%I"

0Ser)ice (esign2 : te'ni#a #are a/+ta la in!etifi#areaim$a#t+l+i +nei !efe#ti+ni a I as+$ra (ervi#iilor IT. : matri#eeste #reata, !e o $arte (ervi#iile ITiar $e !e alta $arte $entr+I. "#easta a/+ta la i!entifi#area I #riti#e 7#are ar $+tea #a+aim$a#t as+$ra mai m+ltor (ervi#ii IT si i!entifi#area (ervi#iilorIT fra&ile7#are a+ mai m+lte )+n#te ni#e!e efe#tare.

om$+terTele$'onyInte&ration7TI

0Ser)ice 1peration2TI is a &eneral term #overin& any in!of inte&ration *eteen #om$+ters an! tele$'one (ystems. Itis most #ommonly +se! to refer to (ystems'ere an

"$$li#ation!is$lays !etaile! s#reens relatin& to in#omin& oro+t&oin& tele$'one #alls.(ee"+tomati# all istri*+tion, Intera#tive Voi#e Res$onse.

TelefonieInte&rata"sistate !eal#+lator7TI

0Ser)ice 1peration2 TI este +n termen &eneral #are a#o$eraori#e fel !e inte&rare intre #al#+latoare si (isteme!e telefonie.el mai !es este folosit $entr+ a se referi la (istemein #are

"$li#atiaafiseaa e#rane !etaliate, in stransa le&at+ra #+a$el+ri !e intrare sa+ !e iesire.Vei istri*+irea "+tomata a "$el+rilor ", Ras$+ns Vo#alIntera#tiv9IVR.

on#+rren#y " meas+re of t'e n+m*er of sersen&a&e! in t'e same:$erationat t'e same time.

on#+renta : mas+ra a n+mar+l+i !e tiliatori#e efe#t+eaa a#eeasi:$erati+nein a#elasi tim$.

onfi!entiality 0Ser)ice (esign2" se#+rity $rin#i$le t'at re+ires t'at !atas'o+l! only *e a##esse! *y a+t'orise! $eo$le.

onfi!entialitate

0Ser)ice (esign2 n $rin#i$i+ !e se#+ritate #are ne#esita #a!atele sa fie a##esate !oar !e $ersone a+toriate.

onfi&+ration 0Ser)ice #ransition2" &eneri# term, +se! to !es#ri*e a

&ro+$ of onfi&+ration Itemst'at or to&et'er to !eliver anIT (ervi#e, or a re#o&nia*le $art of an IT (ervi#e.onfi&+ration is also +se! to !es#ri*e t'e $arameter settin&sfor one or more Is.

onfi&+ratie 0Ser)ice #ransition2 n termen &eneral, folosit $entr+ a

!es#rie +n &r+$ !e -lemente !e onfi&+ratie#are l+#reaaim$re+na $entr+ a livra +n (ervi#i+ IT, sa+ o $arte !intr6+n(ervi#i+ IT. onfi&+ratia este !e asemenea folosita $entr+ a!es#rie setarile $arametrilor $entr+ +n+l sa+ mai m+lte I.

onfi&+ration5aseline

0Ser)ice #ransition2" 5aselineof a onfi&+rationt'at 'as*een formally a&ree! an! is mana&e! t'ro+&' t'e 'an&eMana&ement$ro#ess. " onfi&+ration 5aseline is +se! as a*asis for f+t+re 5+il!s, Releasesan! 'an&es.

onfi&+ratie !eReferinta

0Ser)ice #ransition2: Referintaa +nei onfi&+ratii#e a fosta&reata in mo! formal si #are este &estionata $rin interme!i+l$ro#es+l+i !e Mana&ement al (#'im*arii. onfi&+ratia !eReferinta este folosita #a $+n#t !e $le#are $entr+ viitoarele

"nsam*lari, )a#'ete !e istri*+tie si (#'im*ari.

onfi&+rationontrol

0Ser)ice #ransition2T'e"#tivityres$onsi*le for ens+rin&t'at a!!in&, mo!ifyin& or removin& a Iis $ro$erly mana&e!,for eam$le *y s+*mittin& a Re+est for 'an&eor (ervi#e

Re+est.

ontrol+lonfi&+ratiei

0Ser)ice #ransition2"#tivitatea res$onsa*ila sa se asi&+re#a a!a+&area, mo!ifi#area sa+ eliminarea +n+iIestea!ministrata in mo! #ores$+nator, !e eem$l+ $rin

transmitera +neiereri !e (#'im*are9R% sa+erere !e


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(ervi#ii.

onfi&+rationI!entifi#ation

0Ser)ice #ransition2T'e"#tivityres$onsi*le for #olle#tin&information a*o+t onfi&+ration Itemsan! t'eirRelations'i$s, an! loa!in& t'is information into t'e M5.onfi&+ration I!entifi#ation is also res$onsi*le for la*ellin&t'e Ist'emselves, so t'at t'e #orres$on!in& onfi&+rationRe#or!s#an *e fo+n!.

I!entifi#areaonfi&+ratiei

0Ser)ice #ransition2"#tivitatea res$onsa*ila $entr+#ole#tarea informatiilor !es$re -lemente !e onfi&+ratiesi aRelatiilor a#estora, $re#+m si inre&istrarea a#estor informatii inM5. I!entifi#area onfi&+ratiei ras$+n!e !e asemenea !eeti#'etarea I astfel in#t Inre&istrarile !es$re onfi&+ratie, sa$oata fi re&asite.

onfi&+rationItem 7I

0Ser)ice #ransition2"ny om$onentt'at nee!s to *emana&e! in or!er to !eliver an IT (ervi#e. Information a*o+tea#' Iis re#or!e! in a onfi&+rationRe#or!it'in t'eonfi&+ration Mana&ement (ysteman! is maintaine!t'ro+&'o+t its Life#y#le*y onfi&+ration Mana&ement. Isare +n!er t'e #ontrol of 'an&e Mana&ement. Is ty$i#allyin#l+!e IT (ervi#es, 'ar!are, softare, *+il!in&s, $eo$le,an! formal !o#+mentation s+#' as )ro#ess!o#+mentationan! (L"s.

-lement !eonfi&+ratie7I

0Ser)ice #ransition2:ri#e om$onenta #are tre*+ie sa fie&estionata $entr+ a oferi +n (ervi#i+ IT. Informatiile !es$refie#are I s+nt inre&istrate s+* forma +nei Inre&istrari !es$reonfi&+ratiein #a!r+l (istem+l+i !e Mana&ement alonfi&+ratiilor9M(si este intretin+ta !e6a l+n&+l i#l+l+i !eViata!e #atre Mana&ement+l (#'im*arilor. I se afla s+*#ontrol+l Mana&ement+l+i (#'im*arilor. I6+rile#+$rin! in mo!o*isn+it (ervi#iile IT, 'ar!are6+l, softare6+l, #la!irile,res+rsele +mane si !o#+mentatiile formale #+m ar fi!o#+mentatia )ro#eselor si(L".

onfi&+rationMana&ement

0Ser)ice #ransition2 T'e)ro#ess res$onsi*le formaintainin& information a*o+t onfi&+ration Itemsre+ire! to

!eliver an IT (ervi#e, in#l+!in& t'eirRelations'i$s. T'isinformation is mana&e! t'ro+&'o+t t'e Life#y#leof t'e I.onfi&+ration Mana&ement is $art of an overall (ervi#e "ssetan!onfi&+ration Mana&ement)ro#ess.

Mana&ement+lonfi&+ratiilor

0Ser)ice #ransition2)ro#es+lres$onsa*il !e intretinereainformatiilor !es$re -lementele !e onfi&+ratiene#esare

f+rniarii !e (ervi#ii IT, in#l+siv Relatiilea#estora. "#esteinformatii s+nt &estionate !e6a l+n&+l i#l+l+i !e viata alI6+rilor. Mana&ement+l onfi&+ratiilor este $arte a $ro#es+l+iMana&ement+l onfi&+ratiilor si"#tivele (ervi#i+l+i.

onfi&+rationMana&ementata*ase7M5

0Ser)ice #ransition2" !ata*ase +se! to store onfi&+rationRe#or!s t'ro+&'o+t t'eir Life#y#le. T'e onfi&+rationMana&ement (ystemmaintains one or more M5s, an!ea#' M5 stores"ttri*+tesof Is, an! Relations'i$sit'ot'er Is.

5aa !e !ate$entr+Mana&ement+lonfi&+ratiilor7M5

0Ser)ice #ransition2: *aa !e !ate folosita $entr+ a sto#aInre&istrarile !es$re onfi&+ratii!e6a l+n&+l i#l+l+i !e Viata.(istem+l $entr+Mana&ement+l onfi&+ratiilor9M(intretine+na sa+ mai m+lte M5, f ie#are !intre a#estea memorn!

"tri*+teale Isi Relatiile#+ alte I.

onfi&+rationMana&ement(ystem 7M(

0Ser)ice #ransition2" set of tools an! !ata*ases t'at are+se! to mana&e an IT (ervi#e )rovi!er=s onfi&+ration!ata.T'e M( also in#l+!es information a*o+t In#i!ents,

)ro*lems, @non -rrors, 'an&esan! Releases> an! may#ontain !ata a*o+t em$loyees, (+$$liers, lo#ations, 5+sinessnits, +stomersan! sers. T'e M( in#l+!es tools for#olle#tin&, storin&, mana&in&, +$!atin&, an! $resentin& !ataa*o+t all onfi&+ration Itemsan! t'eir Relations'i$s. T'eM( is maintaine! *y onfi&+ration Mana&ementan! is+se! *y all IT (ervi#e Mana&ement)ro#esses.(ee onfi&+ration Mana&ement ata*ase, (ervi#e@nole!&e Mana&ement (ystem.

(istem+l $entr+Mana&ement+lonfi&+ratiilor

7M(

0Ser)ice #ransition2n set !e instr+mente si *ae !e !atefolosite $entr+ a &estiona !atele !es$re onfi&+ratiile%+rnior+l+i !e (ervi#ii. M( in#l+!e !e asemenea informatii

!es$re In#i!ente, )ro*leme, -rori +nos#+te, (#'im*ari si)a#'ete !e istri*+tie, $re#+m si !ate !es$re an&a/ati,%+rniori, lo#atii, nitati !e "fa#eri 9!e 5+siness, lienti sitiliatori. M( in#l+!e instr+mente $entr+ #ole#tarea,sto#area, a!ministrarea, a#t+aliarea si $reentarea !atelor!es$re I siRelatiilea#estora. M( este intretin+t !e #atreMana&ement+l onfi&+ratiilorsi este folosit !e #atre toate)ro#esele !in #a!r+lMana&ement+l+i (ervi#ilor IT.Vei si 5aa !e !ate $entr+ Mana&ement+lonfi&+ratiilor9M5, (istem+l !e Mana&ement al+nostintelor !es$re (ervi#ii 9(@M(.


16/68


onfi&+rationRe#or!

0Ser)ice #ransition2" Re#or!#ontainin& t'e !etails of aonfi&+ration Item.-a#' onfi&+ration Re#or! !o#+mentst'e Life#y#leof a sin&le I. onfi&+ration Re#or!s are store!in a onfi&+ration Mana&ement ata*ase.

Inre&istrare!es$re-lement+l !eonfi&+rare

0Ser)ice #ransition2: inre&istrare#e #ontine !etalii !es$re-lement+l !e onfi&+ratie. %ie#are inre&istrare !es$re#onfi&+ratie !o#+menteaa i#l+l !e Viataal +n+i sin&+r I.Inre&istrarile !es$re #onfi&+ratie s+nt sto#ate in 5aa !e !ate$entr+ Mana&ement+l onfi&+ratiei9M5.

onfi&+ration(tr+#t+re

0Ser)ice #ransition2 T'e 'ierar#'y an! ot'er Relations'i$s*eteen all t'e onfi&+ration Itemst'at #om$rise aonfi&+ration.

(tr+#t+raonfi&+ratiei

0Ser)ice #ransition2Ierar'ia si alte Relatii intre -lementele !eonfi&+ratie#e #om$+n o onfi&+ratie.

ontin+al(ervi#eIm$rovement7(I

0'ontinual Ser)ice "mpro)ement2" sta&e in t'e Life#y#leof an IT (ervi#ean! t'e title of one of t'e ore ITIL$+*li#ations.ontin+al (ervi#e Im$rovement is res$onsi*le for mana&in&im$rovements toIT (ervi#e Mana&ement)ro#esses an!IT(ervi#es. T'e )erforman#eof t'e IT (ervi#e )rovi!eris#ontin+ally meas+re! an! im$rovements are ma!e to)ro#esses, IT (ervi#es an! IT Infrastr+#t+rein or!er toin#rease-ffi#ien#y,-ffe#tiveness, an!ost -ffe#tiveness.(ee )lan6o6'e#6"#t.

ontin+al(ervi#eIm$rovement9Im*+natatireaontin+a a(ervi#iilor 7(I

0'ontinual Ser)ice "mpro)ement2 : faa a i#l+l+i !e Viataa +n+i (ervi#i+ ITsi titl+l +neia !intre $+*li#atiile !e *aa aleITIL.Im*+natatirea ontin+a a (ervi#iilor9(I este res$onsa*ila !e&esti+nea im*+natatirii )ro#eselor !in #a!r+l Mana&ement+l+i(ervi#iilor IT$re#+m si a (ervi#iilor IT. )erformanta +n+i%+rnior !e (ervi#ii ITeste #+antifi#ata #ontin++ iar $ro&reseles+nt realiate la nivel+l )ro#eselor, (ervi#iilor IT siInfrastr+#t+ri IT#+ s#o$+l !e a #reste -fi#ienta, -fi#a#itatea si-fi#a#itatea ost+rilor.Vei si )lanifi#a6Realieaa6Verifi#a6"#tioneaa9)".

ontin+o+s

"vaila*ility

0Ser)ice (esign2"n a$$roa#' or !esi&n to a#'ieve 100H

"vaila*ility. " ontin+o+sly "vaila*le IT (ervi#e'as no$lanne! or +n$lanne! ontime.

is$oni*ilitatea

ontin+a

0Ser)ice (esign2: a*or!are sa+ +n $lan $entr+ a atin&e

100H is$oni*ilitate.n servi#i+ IT!is$oni*il #ontin++ n+ aretim$i !e intrer+$ere$lanifi#ati sa+ ne$lanifi#ati.

ontin+o+s:$eration

0Ser)ice (esign2"n a$$roa#' or !esi&n to eliminate$lanne! ontimeof an IT (ervi#e.


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ontrol:*/e#tives forInformationan! relate!Te#'nolo&y7:5IT

(ee :5IT. :*ie#tiveleontrol+l+i$entr+Informatii siTe'nolo&ii#onee7:5IT

Vei :5IT.

ontrol$ers$e#tive

0Ser)ice Strategy2"n a$$roa#' to t'e mana&ement of IT(ervi#es, )ro#esses, %+n#tions,"ssetset#. T'ere #an *eseveral !ifferent ontrol )ers$e#tives on t'e same IT(ervi#e, )ro#esset#., alloin& !ifferent in!ivi!+als or teamsto fo#+s on 'at is im$ortant an! relevant to t'eir s$e#ifi#Role. -am$le ontrol )ers$e#tives in#l+!e Rea#tive an!)roa#tive mana&ement it'in IT :$erations, or a Life#y#levie for an"$$li#ation)ro/e#tteam.

)ers$e#tivaontrol+l+i

0Ser)ice Strategy2"*or!area mana&ement+l+i (ervi#iilor IT,)ro#eselor, %+n#tiilor, "#tiveloret#. )ot eista mai m+lte$ers$e#tive as+$ra #ontrol+l+i as+$ra a#el+iasi (ervi#i+ IT,)ro#eset#, sit+atie #e $ermite in!iviilor sa+ e#'i$elor sa se#on#entree as+$ra #eea #e este im$ortant si relevant $entr+Rol+l lor. n eem$l+ !e $ers$e#tiva as+$ra #ontrol+l+i in#l+!emana&ement+l rea#tiv si $roa#tiv in #a!r+l :$erarii ITsa+$ers$e#tivele i#l+l+i !e Viata$entr+ e#'i$a +n+i )roie#t !eevoltare a +nei "$li#atii.

ontrol)ro#esses

T'e I(:9I- 20000)ro#ess&ro+$ t'at in#l+!es 'an&eMana&ementan! onfi&+ration Mana&ement.

)ro#eseleontrol+l+i

Gr+$+l )ro#eselor I(:9I- 2000, &r+$ #e in#l+!eMana&ement+l (#'im*ariisi Mana&ement+l onfi&+ratiilor.

ore (ervi#e 0Ser)ice Strategy2"n IT (ervi#et'at !elivers *asi#:+t#omes!esire! *y one or more +stomers.

(ee (+$$ortin& (ervi#e, ore (ervi#e )a#a&e.

(ervi#i+ !e5aa

0Ser)ice Strategy2n (ervi#i+ IT#e f+rnieaa Re+ltatele!e *aa !orite !e +n+l sa+ mai m+lti lienti.

Vei si (ervi#ii (+$ort, )a#'et !e (ervi#ii !e *aa.ore (ervi#e)a#a&e7()

0Ser)ice Strategy2" !etaile! !es#ri$tion of a ore (ervi#et'at may *e s'are! *y to or more (ervi#e Level )a#a&es.(ee (ervi#e )a#a&e.

)a#'et+l(ervi#i+l+i !e5aa 7()

0Ser)ice Strategy2: !es#riere !etaliata a (ervi#iilor !e 5aa#e $oate fi $arta/ate intre !o+a sa+ mai m+lte )a#'ete ale


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ost -lement 0Ser)ice Strategy2T'e mi!!le level of #ate&ory to 'i#'ostsare assi&ne! in 5+!&etin&an!"##o+ntin&. T'e'i&'est level #ate&ory is ost Ty$e. %or eam$le a ost Ty$eof B$eo$leC #o+l! 'ave #ost elements of $ayroll, staff *enefits,e$enses, trainin&, overtime et#. ost -lements #an *ef+rt'er *roen !on to &ive ost nits. %or eam$le t'e ost-lement Be$ensesC #o+l! in#l+!e ost nits of ;otels,Trans$ort, Meals et#.

-lement alost+l+i

0Ser)ice Strategy2


19/68


riti#al(+##ess%a#tor 7(%

(omet'in& t'at m+st 'a$$en if a )ro#ess, )ro/e#t, )lan, or IT(ervi#eis to s+##ee!. @)Isare +se! to meas+re t'ea#'ievement of ea#' (%. %or eam$le a (% of $rote#t IT(ervi#es'en main& 'an&es #o+l! *e meas+re! *y @)Iss+#' as $er#enta&e re!+#tion of +ns+##essf+l 'an&es,$er#enta&e re!+#tion in 'an&es#a+sin& In#i!ents et#.

%a#tor riti# !e(+##es 7(%

eva #e ar tre*+i sa se intim$le !a#a +n )ro#es, )roie#t, )lansa+ (ervi#i+ ITar fi sa re+seas#a #+ s+##es. @)I6+rilesefoloses# $entr+ a #+antifi#a atin&erea fie#ar+i (%. eeem$l+, +n (% $entr+ B$rote/area (ervi#iilor ITin moment+lin #are se realieaa (#'im*ariC $oate fi #+antifi#at $rin @)I,#+m ar fi B$ro#ent+l re!+#erii (#'im*arilores+ateC, B$ro#ent+lre!+#erii (#'im*arilor #a+atoare !e In#i!enteC et#.

+lt+re " set of val+es t'at is s'are! *y a &ro+$ of $eo$le, in#l+!in&e$e#tations a*o+t 'o $eo$le s'o+l! *e'ave, i!eas, *eliefs,an! $ra#ti#es.(ee Vision.

+lt+ra n set !e valori a##e$tate !e +n &r+$ !e oameni, in#l+n!aste$tarile !es$re maniera in #are oamenii se #om$orta,&n!es# si $rofeseaaVei Vii+ne.

+stomer (omeone 'o *+ys &oo!s or (ervi#es. T'e +stomer of anIT (ervi#e )rovi!eris t'e $erson or &ro+$ 'o !efines an!a&rees t'e (ervi#e Level Tar&ets. T'e term +stomers isalso sometimes informally +se! to mean sers, for eam$let'is is a +stomerfo#+sse! :r&anisation.

lient ineva #are #+m$ara *+n+ri si (ervi#ii. lient+l +n+i %+rnior!e (ervi#ii ITeste $ersoana sa+ &r+$+l #are !efineste sia&reaa Tintele


20/68


elivera*le (omet'in& t'at m+st *e $rovi!e! to meet a #ommitment in a(ervi#e Level "&reementor a ontra#t. elivera*le is also+se! in a more informal ay to mean a $lanne! o+t$+t of any)ro#ess.

Livra*ila n o*ie#t, servi#i+ sa+ $ro#es #are tre*+ie f+rniat astfel in#atsa #ores$+n!a +n+i an&a/ament in"#or!+l


21/68


)rin#i$alaa +nei )ro*leme.

ia&nosti#(#ri$t

0Ser)ice 1peration2" str+#t+re! set of +estions +se! *y(ervi#e esstaff to ens+re t'ey as t'e #orre#t +estions,an! to 'el$ t'em lassify, Resolvean! assi&n In#i!ents.ia&nosti# (#ri$ts may also *e ma!e availa*le to sersto'el$ t'em !ia&nose an! resolve t'eir on In#i!ents.

(#ri$t $entr+ia&nosti#are

0Ser)ice 1peration2 n set str+#t+rat !e intre*ari folosit !e#atre $ersonal+l (ervi#e es$entr+ a se asi&+ra #a se $+nintre*arile #ore#te si $entr+ a6i a/+ta sa lasifi#e, Reolvesi saalo#e In#i!entele. (#ri$t+l $entr+ !ia&nisti#are $oate !easemenea sa fie fa#+t !is$oni*il tiliatorilorsi $entr+ a6i a/+ta

sa !ete#tee si sa6si reolve $ro$riileIn#i!ente.ifferential'ar&in&

" te#'ni+e +se! to s+$$ort eman! Mana&ement*y#'ar&in& !ifferent amo+nts for t'e same IT (ervi#e %+n#tionat !ifferent times.

Taareiferentiata

: te'ni#a folosita in s+$ort+l Mana&ement+l erintelortaan!!iferite $ret+ri $entr+ a#eleasi %+n#tii ale (ervi#i+l+i ITlamomente !e tim$ !iferite.

ire#t ost 0Ser)ice Strategy2" #ost of $rovi!in& an IT (ervi#e'i#'#an *e allo#ate! in f+ll to a s$e#ifi# +stomer, ost entre,)ro/e#tet#. %or eam$le #ost of $rovi!in& non6s'are!servers or softare li#enses.(ee In!ire#t ost.

ost ire#t 0Ser)ice Strategy2 n #ost !e f+rniare a +n+i (ervi#i+ IT#are $oate fi alo#at #om$let +n+i lients$e#ifi#, +n+i entr+!e ost, +n+i)roie#tet#. e eem$l+, #ost+l o$erariiserverelor non6s'are! sa+ li#entelor softare. Vei ost+riIn!ire#te.

ire#tory(ervi#e

0Ser)ice 1peration2"n"$$li#ationt'at mana&esinformation a*o+t IT Infrastr+#t+reavaila*le on a netor,an! #orres$on!in& sera##ess Ri&'ts.

ire#tory(ervi#es

0Ser)ice 1peration2 :"$li#atie #are &estioneaa informatiile!es$re Infrastr+#t+ra IT!is$oni*ila intr6o retea si re$t+rile!ea##ess #ore$+natoare fie#ar+i tiliator.

o


22/68


23/68


re$reinta !e asemenea o eroare.

-s#alation 0Ser)ice 1peration2"n"#tivityt'at o*tains a!!itionalReso+r#es'en t'ese are nee!e! to meet (ervi#e LevelTar&etsor +stomer e$e#tations. -s#alation may *enee!e! it'in any IT (ervi#e Mana&ement)ro#ess, *+t ismost #ommonly asso#iate! it' In#i!ent Mana&ement,)ro*lem Mana&ementan! t'e mana&ement of +stomer#om$laints. T'ere are to ty$es of -s#alation, %+n#tional

-s#alationan! ;ierar#'i# -s#alation.

-s#alare 0Ser)ice 1peration2:"#tivitate#are o*tine Res+rsea!itionale #an! a#estea s+nt ne#esare $entr+ a in!e$lini


24/68


-ventMana&ement

0Ser)ice 1peration2 T'e )ro#essres$onsi*le for mana&in&-ventst'ro+&'o+t t'eir Life#y#le. -vent Mana&ement is oneof t'e main"#tivitiesof IT :$erations.

Mana&ement+l-venimentelor

0Ser)ice 1peration2)ro#es+l#e este res$onsa*il #+mana&ement+l evenimentelor !e6a l+n&+l i#l+l+i !e Viata.Mana&ement+l -venimentelor este +na !in"#tivitatile$rin#i$ale ale :$erati+nilor IT.

-#e$tionRe$ort

" o#+ment#ontainin& !etails of one or more @)Isor ot'erim$ortant tar&ets t'at 'ave e#ee!e! !efine! T'res'ol!s.-am$les in#l+!e (L"tar&ets *ein& misse! or a*o+t to *emisse!, an! a )erforman#eMetri#in!i#atin& a $otentiala$a#ity$ro*lem.

Ra$ort !e-#e$tii

-ste +n o#+ment #are #ontine !etalii a +n+ia sa+ a maim+ltor @)Isa+ al altor tinte im$ortante #are a+ !e$asit )ra&+l!e "lerta. -em$lele in#l+! $arametrii (L"#a fiin! !e$asitisa+ $e #ale sa fie !e$asiti, si Metri#ele !e )erformantain!i#an! o $otentiala $ro*lema !e a$a#itate.

-$an!e!In#i!entLife#y#le

0A)ailability &anagement2etaile! sta&es in t'e Life#y#leof an In#i!ent. T'e sta&es are ete#tion, ia&nosis, Re$air,Re#overy, Restoration. T'e -$an!e! In#i!ent Life#y#le is+se! to 'el$ +n!erstan! all #ontri*+tions to t'e Im$a#tofIn#i!entsan! to )lan'o t'ese #o+l! *e #ontrolle! orre!+#e!.

-$an!areai#l+l+i !eViata a +n+iIn#i!ent

0A)ailability &anagement2(ta&ii !etaliate !in i#l+l !e Viataal In#i!ent+l+i. (ta&iile s+nt? ete#tarea, ia&noa, Re$ararea,Re#+$erarea, Resta+rarea. -$an!area i#l+l+i !e Viata a+n+i In#i!ent se foloseste $entr+ a a/+ta la intele&erea t+t+ror#ontri*+tiilor Im$a#t+l+ias+$ra In#i!entelor si la)lanifi#areaa#+m a#este in#i!ente ar $+tea fi re!+se sa+ #ontrolate.

-ternal+stomer

" +stomer'o ors for a !ifferent 5+sinessto t'e IT(ervi#e )rovi!er.(ee -ternal (ervi#e )rovi!er, Internal +stomer.

lient -tern n lient#are l+#reaa $entr+ o alta"fa#ere95+siness!iferita!e %+rnior+l+i !e (ervi#i+ IT. Vei %+rnior+l !e (ervi#ii-terne, lient+l Intern.

-ternalMetri#

" Metri#t'at is +se! to meas+re t'e !elivery of IT (ervi#etoa +stomer. -ternal Metri#s are +s+ally !efine! in (L"san!

re$orte! to +stomers.(ee Internal Metri#.

Metri#a -terna : Metri#a #are este folosita $entr+ a mas+ra livrarea(ervi#i+l+i IT #atre +n lient. Metri#a -terna este !efinita !e

o*i#ei in #a!r+l (L"si ra$ortata #atre lienti.Vei Internal Metri#.

-ternal(ervi#e)rovi!er

0Ser)ice Strategy2"n IT (ervi#e )rovi!er'i#' is $art of a!ifferent :r&anisationto t'eir +stomer. "n IT (ervi#e)rovi!ermay 'ave *ot' Internal +stomersan! -ternal+stomers.(ee Ty$e III (ervi#e )rovi!er.

%+rnior !e(ervi#ii -tern

0Ser)ice Strategy2 n %+rnior !e (ervi#ii IT#are fa#e $arte!intr6o :r&aniatie!iferita !e a lient+l+i lor. n %+rnior !e(ervi#ii IT$oate avea atat lienti Interni#at si lienti -terni.Vei Ty$e III (ervi#e )rovi!er.

-ternal(o+r#in&

(ynonym for :+tso+r#in&. -ternaliare (inonim $entr+ :+tso+r#in&.

%a#ilitiesMana&ement

0Ser)ice 1peration2T'e %+n#tionres$onsi*le for mana&in&t'e $'ysi#al -nvironment'ere t'e IT Infrastr+#t+reislo#ate!. %a#ilities Mana&ement in#l+!es all as$e#ts of

mana&in& t'e $'ysi#al -nvironment, for eam$le $oer an!#oolin&, *+il!in&"##ess Mana&ement, an! environmentalMonitorin&.

Mana&ement+l%a#ilitatilor

0Ser)ice 1peration2%+n#tia res$onsa*ila $entr+mana&ement+l Me!i+l+i fii# +n!e este lo#aliata Infrastr+#t+raIT. Mana&ement+l fa#ilitatilor in#l+!e toate as$e#tele !e

#on!+#ere ale Me!i+l+ifii#, #+m ar fi ener&ia ele#tri#a, aer+l#on!itionat, im$lementarea Mana&ement+l+i "##es+l+isiMonitoriarii me!i+l+i.

%ail+re 0Ser)ice 1peration2 Loss of a*ility to :$erateto($e#ifi#ation, or to !eliver t'e re+ire! o+t$+t. T'e term%ail+re may *e +se! 'en referrin& to IT (ervi#es,)ro#esses,"#tivities, onfi&+ration Itemset#. " %ail+reoften#a+ses an In#i!ent.

efe#ti+ne 0Ser)ice 1peration2)ier!erea a*ilitatii !e :$erarela nivel+l+nei ($e#ifi#atiisa+ !e a livra $ro!+s+l #er+t. Termen+l !eefe#ti+ne se foloseste at+n#i #an! ne referim la (ervi#iile,)ro#esele,"#tivitatilesi -lementele!e onfi&+rareet#.

"!esea efe#ti+nea$ro!+#e +n In#i!ent.

%ail+re Mo!esan! -ffe#ts

"nalysis7%M-"

"n a$$roa#' to assessin& t'e $otential Im$a#tof %ail+res.%M-" involves analysin& 'at o+l! 'a$$en after %ail+reofea#' onfi&+ration Item, all t'e ay +$ to t'e effe#t on t'e5+siness. %M-" is often +se! in Information (e#+rity

Mana&ementan! in IT (ervi#e ontin+ity)lannin&.

Mo!+ri !eefe#tare si

"nalia-fe#telor

7%M-"

: meto!a !e eval+are a Im$a#t+l+i$otential al efe#t+l+i.%M-" im$li#a analia a #eea #e s6ar intam$la !+$a efe#tareafie#ar+i -lement !e onfi&+rare, $ro&resiv in s+s, $ana lanivel+l efe#t+l as+$ra"fa#erii. %M-" este a!esea folosita in

Mana&ement+l (e#+ritatii Informatieisi in)lanifi#area

ITIL V3 Gl 3 1 24 30 M 2008 R i T l ti


25/68


ontin+itatii (ervi#iilor IT.

%ast Re#overy 0Ser)ice (esign2" Re#overy :$tion'i#' is also non as;ot (tan!*y. )rovision is ma!e to Re#overt'e IT (ervi#eina s'ort $erio! of time, ty$i#ally less t'an 24 'o+rs. %astRe#overy ty$i#ally +ses a !e!i#ate! %ie! %a#ilityit'#om$+ter (ystems, an! softare #onfi&+re! rea!y to r+n t'eIT (ervi#es. Imme!iate Re#overy may tae +$ to 24 'o+rs ift'ere is a nee! to Restore!ata from 5a#+$s.

:$ti+nea !eBRe#+$erareaRa$i!aC

0Ser)ice (esign2:$ti+ne!e Re#+$erare, #+nos#+ta si #aB;ot (tan!*yC. :$ti+nea $res+$+ne #a Re#+$erarea(ervi#i+l+i ITse fa#e intr6o $erioa!a s#+rta !e tim$, !e o*i#eiin mai $+tin !e 24 !e ore. Re#+$erarea Ra$i!a foloseste !eo*i#ei %a#ilitati %ie#+ (isteme9om$+teresi softare &ata#onfi&+rat sa r+lee (ervi#iile IT. Resta*ilirea ime!iata $oate!+ra $ana la 24 !e ore !a#a este ne#esara Resta+rarea

!atelor !in 5a#+$.%a+lt (ynonym for -rror. efe#t (inonim #+ -roare.

%a+ltToleran#e

0Ser)ice (esign2 T'e a*ility of an IT (ervi#eoronfi&+ration Itemto #ontin+e to :$erate#orre#tly after%ail+reof a om$onent$art.(ee Resilien#e, o+ntermeas+re.

Toleranta laefe#te

0Ser)ice (esign2"*ilitatea +n+i (ervi#i+ ITsa+ a +n+i-lement!e onfi&+rare!e a #ontin+a sa :$eree#ore#t #'iarsi !+$a efe#ti+nea+nei $arti om$onente.Vei Reistenta 7la intrer+$ere, ontramas+ra.

%a+lt Tree"nalysis 7%T"

0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2"te#'ni+e t'at #an *e +se! to !etermine t'e #'ain of -ventst'at lea!s to a )ro*lem. %a+lt Tree "nalysis re$resents a#'ain of -vents+sin& 5oolean notation in a !ia&ram.

"nalia %a+ltTree 7%T"7"naliaB"r*oreleefe#telorC

0Ser)iciu (esign2 0'ontinual Ser)ice "mpro)ement2-ste ote'ni#a #are $oate fi folosita $entr+ a !etermina lant+l !e-venimente#are a+ #on!+s la a$aritia +nei )ro*leme. "nalia%a+lt Tree re$reinta +n lant !e -venimente +tilian! o notare5ooleana intr6o !ia&rama.

%inan#ial

Mana&ement

0Ser)ice Strategy2T'e %+n#tionan! )ro#essesres$onsi*le

for mana&in& an IT (ervi#e )rovi!er=s 5+!&etin&,"##o+ntin&an! 'ar&in&Re+irements.

Mana&ement+l

%inan#iar 7!eIT

0Ser)ice Strategy2%+n#tiasi )ro#eseleres$onsa*ile #+

a!ministrarea 5+&et+l+i, a onta*ilitatiisi Taareaerintelorale %+rnior+l+i!e (ervi#ii IT.

%irst6line(+$$ort

0Ser)ice 1peration2T'e first level in a 'ierar#'y of (+$$ortGro+$sinvolve! in t'e resol+tion of In#i!ents. -a#' level#ontains more s$e#ialist sills, or 'as more time or ot'erReso+r#es.(ee -s#alation.

)rim+l


26/68


%ollo t'e(+n

0Ser)ice 1peration2" met'o!olo&y for +sin& (ervi#e essan! (+$$ort Gro+$saro+n! t'e orl! to $rovi!e seamless24 J K (ervi#e. alls, In#i!ents, )ro*lemsan! (ervi#eRe+estsare $asse! *eteen &ro+$s in !ifferent time ones.

%ollo t'e (+n7BrmarestesoareleC 6o$ti+ne !e(ervi#e es

0Ser)ice 1peration2: meto!a $entr+ folosirea (ervi#e es6+rilor si a Gr+$+rilor (+$ort,!in intrea&a l+me, $entr+f+rniarea !e (ervi#ii249K."$el+rile, In#i!entele, )ro*lemelesi (oli#itarile$entr+ (ervi#iis+nt transferate intre &r+$+ri #el+#reaa $e f+s orar !iferit.

%+lfilment )erformin&"#tivitiesto meet a nee! or Re+irement. %oream$le *y $rovi!in& a ne IT (ervi#e, or meetin& a (ervi#eRe+est.

In!e$linire9(atisfa#ere

-e#+tarea"#tivitatilor$entr+ a satisfa#e o ne#esitate sa+ oerinta. e eem$l+, $rin f+rniarea +n+i no+ (ervi#i+ ITsa+satisfa#erea ererilor !e (ervi#ii.

%+n#tion " team or &ro+$ of $eo$le an! t'e tools t'ey +se to #arry o+tone or more )ro#essesor"#tivities. %or eam$le t'e (ervi#ees.T'e term %+n#tion also 'as to ot'er meanin&s1 A "n inten!e! $+r$ose of a onfi&+ration Item,)erson, Team, )ro#ess, or IT (ervi#e. %or eam$le one%+n#tion of an -mail (ervi#emay *e to store an! forar!o+t&oin& mails, one %+n#tion of a 5+siness )ro#essmay *eto !is$at#' &oo!s to +stomers.2 A To $erform t'e inten!e! $+r$ose #orre#tly, T'e#om$+ter is %+n#tionin&

%+n#tie : e#'i$a sa+ +n &r+$ !e oameni si instr+mentele folosite !e ei$entr+ a !esfas+ra +n+l sa+ mai m+lte )ro#esesa+"#tivitati.e eem$l+ (ervi#e es.Termen+l !e %+n#tie mai are si alte !o+a inteles+ri?

(#o$+l intentionat al +n+i -lement!e onfi&+rare,

)ersoana, -#'i$a, )ro#essa+ (ervi#i+ IT. e eem$l+ o%+n#tie a +n+i (ervi#i+!e -mail $oate fi a#eea !e a sto#asi !e a trimite mai !e$arte mail6+ri, o f+n#tie a )ro#es+l+i!e"fa#erii$oate fi !e a e$e!ia *+n+ri #atre lienti.

In!e$linirea #ore#ta a s#o$+l+i intentionat, Bal#+lator+l

%+n#tioneaaC.

%+n#tional

-s#alation

0Ser)ice 1peration2Transferrin& an In#i!ent, )ro*lemor

'an&e to a te#'ni#al team it' a 'i&'er level of e$ertise toassist in an -s#alation.

-s#alarea

%+n#tionala

0Ser)ice 1peration2Transfer+l +n+i In#i!ent, a +nei )ro*leme

sa+ al +nei (#'im*ari#atre o e#'i$a te'ni#a #+ +n nivel maiinalt !e e$ertia $entr+ a asista intr6o -s#alare.

Ga$ "nalysis 0'ontinual Ser)ice "mpro)ement2"n"#tivity'i#'#om$ares to sets of !ata an! i!entifies t'e !ifferen#es. Ga$

"nalysis is #ommonly +se! to #om$are a set ofRe+irementsit' a#t+al !elivery.(ee 5en#'marin&.

"naliaGa$9"nalia!iferentelor

0'ontinual Ser)ice "mpro)ement2 :"#tivitate#are #om$ara!o+a set+ri !e !ate si i!entifi#a !iferentele. "nalia Ga$ estefre#vent folosita $entr+ a #om$ara +n set !e erinte#+ livrareaa#t+ala.Vei 5en#'marin&.

Governan#e -ns+rin& t'at )oli#iesan! (trate&yare a#t+ally im$lemente!,an! t'at re+ire! )ro#essesare #orre#tly folloe!.Governan#e in#l+!es !efinin& Rolesan! res$onsi*ilities,meas+rin& an! re$ortin&, an! tain& a#tions to resolve anyiss+es i!entifie!.

G+vernanta "si&+rarea #a )oliti#ilesi (trate&iiles+nt im$lementate inrealitate si #a )ro#esele!o#+mentate s+nt +rmate in mo!#ore#t. G+vernarea in#l+!e !efinirea Rol+rilorsi ares$onsa*ilitatilor, mas+rarea si ra$ortarea si intre$rin!ereaa#ti+nilor $entr+ a reolva ori#e $ro*lema i!entifi#ata.

Gra!+alRe#overy

0Ser)ice (esign2" Re#overy :$tion'i#' is also non asol! (tan!*y. )rovision is ma!e to Re#overt'e IT (ervi#eina $erio! of time &reater t'an K2 'o+rs. Gra!+al Re#overyty$i#ally +ses a )orta*leor %ie! %a#ilityt'at 'asenvironmental s+$$ort an! netor #a*lin&, *+t no #om$+ter(ystems. T'e 'ar!are an! softare are installe! as $art oft'e IT (ervi#e ontin+ity )lan.

:$ti+neaBRe#+$erare)ro&resivaC

0Ser)ice (esign2: :$ti+ne !eRe#+$erare#+nos#+ta si s+*!en+mirea !e Bol! (tan!*yC. "#easta $res+$+ne a Re#+$era(ervi#i+l ITintr6o $erioa!a !e tim$ mai mare !e K2 !e ore.Re#+$erarea )ro&resiva foloseste !e o*i#ei o %a#ilitate %iasa+ Mo*ila#are are infrastr+#t+ra si retea, !ar ni#i +n (istementral9al#+lator. ;ar!are6+l si softare6+l s+nt instalate #a$arte a )lan+l+i !e ontin+itate a (ervi#iilor IT.

G+i!eline " o#+ment!es#ri*in& 5est )ra#ti#e, t'at re#ommen!s 'ats'o+l! *e !one. om$lian#eto a &+i!eline is not normallyenfor#e!.(ee (tan!ar!.

In!r+mar9G'i! n o#+ment#are !es#rie #ele mai5+ne )ra#ti#i#arere#oman!a #e ar tre*+i fa#+t. onformitatea#+ +n In!r+marn+ este in mo! normal im$+sa.Vei (tan!ar!.

ITIL V3 Gl 3 1 24 30 M 2008 R i T l ti


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;el$ es 0Ser)ice 1peration2" $oint of #onta#t for sersto lo&In#i!ents. " ;el$ es is +s+ally more te#'ni#ally fo#+sse!t'an a (ervi#e esan! !oes not $rovi!e a (in&le )oint ofonta#tfor all intera#tion. T'e term ;el$ es is often +se!as a synonym for (ervi#e es.

;el$!es 0Ser)ice 1peration2n $+n#t !e #onta#t $entr+ tiliatori$entr+ a inre&istra In#i!entele. n ;el$ es este !e o*i#eiaat mai m+lt $e $artea te'ni#a !e#at +n (ervi#e essi n+asi&+ra +n (in&+r )+n#t !eonta#t$entr+ toate intera#ti+nile.Termen+l !e ;el$ es este a!esea folosit #a si sinonim #+(ervi#e es.

;ierar#'i#-s#alation

0Ser)ice 1peration2 Informin& or involvin& more seniorlevels of mana&ement to assist in an -s#alation.

-s#alareIerar'i#a

0Ser)ice 1peration2Informeaa sa+ im$li#a mai m+lte niveles+$erioare !e #on!+#ere $entr+ a asista intr6o -s#alare.

;i&'"vaila*ility 0Ser)ice (esign2"n a$$roa#' or esi&nt'at minimises or'i!es t'e effe#ts of onfi&+ration Item%ail+reon t'e sersofan IT (ervi#e. ;i&' "vaila*ility sol+tions are esi&ne!toa#'ieve an a&ree! level of"vaila*ilityan! mae +se ofte#'ni+es s+#' as %a+lt Toleran#e, Resilien#ean! fastRe#overyto re!+#e t'e n+m*er of In#i!ents, an! t'e Im$a#tof In#i!ents.

is$oni*ilitateRi!i#ata 0Ser)ice (esign2 : a*or!are sa+ +n esi&n#areminimalieaa sa+ as#+n!e efe#tele !e !efe#tare ale-lementelor!e onfi&+rareale +tiliatorilor +n+i (ervi#e IT.(ol+tiile !e is$oni*ilitate ri!i#ata s+nt )roie#tatein asa felin#at sa atin&a +n nivel !e is$oni*ilitatea&reat si foloses#te'ni#i $re#+m Toleranta la efe#te, Reistenta 7la intrer+$eresi Re#+$erare Ra$i!a$entr+ a re!+#e n+mar+l si Im$a#t+lIn#i!entelor.

;ot (tan!*y (ynonym for %ast Re#overyor Imme!iate Re#overy. ;ot (tan!*y (inonim #+ Re#+$erarea Ra$i!asa+ Re#+$erarea Ime!iata.

I!entity 0Ser)ice 1peration2" +ni+e name t'at is +se! to i!entify aser, $erson or Role. T'e I!entity is +se! to &rant Ri&'tstot'at ser, $erson, or Role. -am$le i!entities mi&'t *e t'e

+sername (mit'D or t'e Role'an&emana&er.

I!entitate 0Ser)ice 1peration2n n+me +ni# #are este folosit $entr+ ai!entifi#a +n tiliator, o $ersoana sa+ +n Rol. I!entitatea estefolosita $entr+ a a#or!a re$t+ria#el+i tiliator, $ersoana

sa+ Rol. n eem$l+ !e i!entitati $ot fi n+mele +tiliator+l+i(mit'D sa+ Rol+l !e BMana&eral (#'im*ariC.

Imme!iateRe#overy

0Ser)ice (esign2" Re#overy :$tion'i#' is also non as;ot (tan!*y. )rovision is ma!e to Re#overt'e IT (ervi#eit' no loss of (ervi#e. Imme!iate Re#overy ty$i#ally +sesmirrorin&, loa! *alan#in& an! s$lit site te#'nolo&ies.

:$ti+ne !eBRe#+$erareIme!iataC

0Ser)ice (esign2:$ti+ne!e Re#+$erare#are mai este#+nos#+ta si #a B;ot (tan!*yC. "#easta resta+rare este fa#+tasa Re#+$eree (ervi#i+l ITfara alte $ier!eri ale +n+i alt(ervi#i+. Re#+$erarea Ime!iata foloseste !e o*i#ei mirrorin&,loa! *alan#in& 7in#ar#area e#'ili*rata si im$artireao$erati+nilor intre lo#atii.

Im$a#t 0Ser)ice 1peration2 0Ser)ice #ransition2" meas+re of t'eeffe#t of an In#i!ent, )ro*lemor 'an&eon 5+siness)ro#esses. Im$a#t is often *ase! on 'o (ervi#e Levelsill*e affe#te!. Im$a#t an! r&en#yare +se! to assi&n )riority.

Im$a#t 0Ser)ice 1peration2 0Ser)ice #ransition2 : mas+ra aefe#t+l+i +n+i In#i!ent, +nei )ro*lemesa+ (#'im*area)ro#eselor "fa#erii. Im$a#t+l se *aeaa a!esea $e efe#t+las+$ra


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In!ire#t ost 0Ser)ice Strategy2" ostof $rovi!in& an IT (ervi#e'i#'#annot *e allo#ate! in f+ll to a s$e#ifi# +stomer. %oream$le ostof $rovi!in& s'are! (erversor softareli#enses. "lso non as :ver'ea!.(ee ire#t ost.

ost In!ire#t 0Ser)ice Strategy2n ost!e f+rniare al +n+i (ervi#i+ IT#are n+ $oate fi alo#at in totalitate +n+i lients$e#ifi#. eeem$l+, ost+l !e f+rniare al (erverelorfolosite !e mai m+lti#lienti 7s'are! sa+ al li#entelor softare. (imilar #+ :ver'ea!.Vei ost ire#t.

Information(e#+rityMana&ement7I(M

0Ser)ice (esign2T'e )ro#esst'at ens+res t'eonfi!entiality, Inte&rityan!"vaila*ilityof an :r&anisation=s

"ssets, information, !ata an! IT (ervi#es. Information(e#+rity Mana&ement +s+ally forms $art of an :r&anisationala$$roa#' to (e#+rity Mana&ement 'i#' 'as a i!er s#o$et'an t'e IT (ervi#e )rovi!er, an! in#l+!es 'an!lin& of $a$er,*+il!in& a##ess, $'one #alls et#., for t'e entire :r&anisation.

Mana&ement+l(e#+ritatiiInformatiei7I(M

0Ser)ice (esign2)ro#es+l#are asi&+ra onfi!entialitatea,Inte&ritateasi is$oni*ilitatea5+n+rilor, informatiilor, !atelor si(ervi#iilor ITale +nei :r&aniatii. Mana&ement+l (e#+ritatiiInformatiei este !e o*i#ei $arte !in a*or!area :r&aniationalaa Mana&ement+l (e#+ritatii, #are are +n s#o$ m+lt mai etins!e#at %+rnior+l!e (ervi#ii ITsi in#l+!e &esti+nea!o#+mentelor s#rise, a##es+l in #la!iri, telefoanele et#. $entr+intrea&a :r&aniatie.

Information(e#+rityMana&ement(ystem7I(M(

0Ser)ice (esign2 T'e frameor of )oli#y, )ro#esses,(tan!ar!s, G+i!elinesan! tools t'at ens+res an:r&anisation#an a#'ieve its Information (e#+rityMana&ement:*/e#tives.

(istem !eMana&ement al(e#+ritatiiInformatiei7I(M(

0Ser)ice (esign2a!r+l or&aniatori# al +nor )oliti#i,)ro#ese, (tan!ar!e, In!r+maresi instr+mentele #are seasi&+ra #a o :r&aniatieisi $oate atin&e :*ie#tiveleMana&ement+l+i (e#+ritatii Informatiei.

Information(e#+rity )oli#y

0Ser)ice (esign2 T'e )oli#y t'at &overns t'e :r&anisationsa$$roa#' to Information (e#+rity Mana&ement.

)oliti#a !e(e#+ritate aInformatiei

0Ser)ice (esign2)oliti#a#are &+verneaa a*or!area:r&aniatieia Mana&ement+l+i (e#+ritatii Informatiei.

InformationTe#'nolo&y7IT

T'e +se of te#'nolo&y for t'e stora&e, #omm+ni#ation or$ro#essin& of information. T'e te#'nolo&y ty$i#ally in#l+!es#om$+ters, tele#omm+ni#ations,"$$li#ationsan! ot'ersoftare. T'e information may in#l+!e 5+siness!ata, voi#e,ima&es, vi!eo, et#. Information Te#'nolo&y is often +se! tos+$$ort 5+siness )ro#essest'ro+&' IT (ervi#es.

Te'nolo&iaInformatiei 7IT

%olosirea te'nolo&iei $entr+ sto#area, #om+ni#area si$ro#esarea informatiei. In mo! ti$i#, te'nolo&ia in#l+!e#al#+latoare, tele#om+ni#atii,"$li#atiisi alte softare6+ri.Informatia $oate in#l+!e !ate ale"fa#erii, vo#e, ima&ini, vi!eoet#. Te'nolo&ia Informatiei este a!esea folosita $entr+ a s$ri/ini)ro#esele "fa#erii9!e 5+siness$rin interme!i+l (ervi#iilor IT.

Infrastr+#t+re(ervi#e

"n IT (ervi#et'at is not !ire#tly +se! *y t'e 5+siness, *+t isre+ire! *y t'e IT (ervi#e )rovi!erso t'ey #an $rovi!e ot'erIT (ervi#es. %or eam$le ire#tory (ervi#es, namin&servi#es, or #omm+ni#ation servi#es.

(ervi#i+ !eInfrastr+#t+ra

(ervi#i+l IT#are n+ este folosit in mo! !ire#t !e o"fa#ere!areste ne#esar %+rnior+l+i!e(ervi#ii ITin s#o$+l livrarii altor(ervi#ii IT. e eem$l+, ire#tory (ervi#es 7(ervi#iileire#toare, servi#iilor !e reolvarea n+melor 7


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Interme!iateRe#overy

0Ser)ice (esign2" Re#overy :$tion'i#' is also non asEarm (tan!*y. )rovision is ma!e to Re#overt'e IT (ervi#ein a $erio! of time *eteen 24 an! K2 'o+rs. Interme!iateRe#overy ty$i#ally +ses a s'are! )orta*leor %ie! %a#ilityt'at 'as #om$+ter (ystemsan! netor om$onents. T'e'ar!are an! softare ill nee! to *e #onfi&+re!, an! !ataill nee! to *e restore!, as $art of t'e IT (ervi#e ontin+ity)lan.

:$ti+neaBRe#+$erareInterme!iaraC

0Ser)ice (esign2:$ti+ne !eRe#+$erare#e este #+nos#+ta si#a Earm (tan!*y 7In aste$tare. "#easta resta+rare estefa#+ta sa Re#+$eree(ervi#i+l ITintr6o $erioa!a !e tim$ 24 siK2 !e ore. Re#+$erarea Interme!iara foloseste !e o*i#ei o%a#ilitate %iasa+ Mo*ila,folosita in #om+n, #are are (isteme#om$+teriate si om$onente!e retea. ;ar!are6+l sisoftare6+l a+ nevoie !e #onfi&+rare, iar !atele ne#esitaresta+rare, #a $arte a )lan+l+i!e ontin+itateal (ervi#iilor IT.

Internal+stomer

" +stomer'o ors for t'e same 5+sinessas t'e IT(ervi#e )rovi!er.(ee Internal (ervi#e )rovi!er, -ternal +stomer.

lient Intern n lient#are l+#reaa $entr+ a#eeasi"fa#ere#a si%+rnior+l!e (ervi#ii IT.Vei %+rnior+l !e(ervi#ii Interne, lient -tern.

Internal Metri# " Metri#t'at is +se! it'in t'e IT (ervi#e )rovi!erto Monitort'e -ffi#ien#y, -ffe#tivenessor ost -ffe#tivenessof t'e IT(ervi#e )rovi!er=sinternal )ro#esses. Internal Metri#s arenot normally re$orte! to t'e +stomerof t'e IT (ervi#e. (ee-ternal Metri#.

Metri#a Interna : Metri#a#are este folosit in interior+l %+rnior+l+i!e (ervi#iiIT$entr+ a Monitoria-fi#ienta, -fe#tivitateasa+ -fe#tivitateaost+l+i)ro#eselorinterne ale %+rnior+l+i!e (ervi#ii IT.Metri#ele interne, !e o*i#ei, n+ s+nt ra$ortate lientilor,(ervi#iilorIT. Vei Metri#a -tern.

Internal Rateof Ret+rn7IRR

0Ser)ice Strategy2" te#'ni+e +se! to 'el$ mae !e#isionsa*o+t a$ital -$en!it+re. IRR #al#+lates a fi&+re t'at allosto or more alternative investments to *e #om$are!. " lar&erIRR in!i#ates a *etter investment.(ee


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Invo#ation 0Ser)ice (esign2Initiation of t'e ste$s !efine! in a $lan. %oream$le initiatin& t'e IT (ervi#e ontin+ity )lanfor one ormore IT (ervi#es.

Invo#are 0Ser)ice (esign2Initierea $asilor !efiniti intr6+n $lan. eeem$l+, initierea )lan+l+i !e ontin+itate al (ervi#iilor IT$entr+ +n+l sa+ mai m+lte (ervi#ii IT.

Is'iaaia&ram

0Ser)ice 1peration2 0'ontinual Ser)ice "mpro)ement2"te#'ni+e t'at 'el$s a team to i!entify all t'e $ossi*le #a+sesof a )ro*lem. :ri&inally !evise! *y @aor+ Is'iaa, t'eo+t$+t of t'is te#'ni+e is a !ia&ram t'at loos lie afis'*one.

ia&ramaa+a6-fe#t9Is'iaa

0Ser)ice 1peration2 0'ontinual Ser)ice "mpro)ement2:te'ni#a #are a/+ta o e#'i$a sa i!entifi#e toate #a+ele $osi*ileale +nei )ro*leme. Inventata !e #atre @aor+ Is'iaa,re+ltat+l a#estei te'ni#i este o !ia&rama #are arata #a +n os!e $este.

I(: P000 " &eneri# term t'at refers to a n+m*er of international(tan!ar!san! G+i!elinesfor +ality Mana&ement (ystems.(ee 'tt$?99.iso.or&9 for more information.(ee I(:.

I(: P000 Termen &eneri# #are se refera la +n n+mar !e (tan!ar!einternationale si In!r+mare$entr+ Mana&ement+l (istemelor!e alitate. )entr+ mai m+lte informatii vei'tt$?99.iso.or&9 .Vei I(:.

I(: P001 "n international (tan!ar!for +ality Mana&ement (ystems.(ee I(: P000, (tan!ar!.

I(: P001 n (tan!ar! international $entr+ Mana&ement+l (istemelor !ealitate.Vei I(: P000, (tan!ar!.

I(:9I-1KKPP

0'ontinual Ser)ice "mpro)ement2I(:o!e of )ra#ti#e forInformation (e#+rity Mana&ement.(ee (tan!ar!.

I(:9I- 1KKPP 0'ontinual Ser)ice "mpro)ement2o!+l I(:!e )ra#ti#a$entr+ Mana&ement+l (e#+ritatii Informatiei. Vei (tan!ar!.

I(:9I-

20000

I(:($e#ifi#ationan! o!e of )ra#ti#e for IT (ervi#e

Mana&ement. I(:9I- 20000 is ali&ne! it' ITIL5est)ra#ti#e.

I(:9I- 20000 ($e#ifi#atia I(:sio!+l !e )ra#ti#a $entr+Mana&ement+l

(ervi#iilor IT. I(:9I- 20000 este aliniat la 5+na )ra#ti#aITIL..

I(:9I-2K001

0Ser)ice (esign2 0'ontinual Ser)ice "mpro)ement2I(:($e#ifi#ationfor Information (e#+rity Mana&ement. T'e#orres$on!in& o!e of )ra#ti#eis I(:9I- 1KKPP.(ee (tan!ar!.

I(:9I- 2K001 0Ser

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ITILV3 Glossary Romanian