| TERM |
DEFINITION |
| Back-out Plan |
(Change Management) (Release Management) A Plan that documents the steps required to recover to a known working state if a Change or Release fails. |
| Baseline |
The recorded state of something at a specific point in time. A Baseline can be created for a Configuration, a Process, or any other set of data. For example, a baseline can be used in:
- Continuous Service Improvement, to establish a starting point for planning improvements.
- Capacity Management, to document performance characteristics during normal operations.
- Configuration Management, to enable the IT Infrastructure to be restored to a known configuration if a Change fails. Also used to specify a standard Configuration for data capture, release or Audit purposes.
|
| Benchmark |
A Baseline used as a reference point. For example:
- An ITSM Benchmark can be used to compare one Organisation's ITSM Processes with another
- A Performance Benchmark may be established by taking measurements of a simulated environment.
|
| Best Practice |
A proven Activity or Process that has been successfully used by multiple Organisations. ITIL ® is an example of Best Practice. |
| Billing |
(Financial Management) Part of the Charging Process. Billing is the Activity responsible for producing an invoice or a bill and recovering the money from Customers. |
| British Standards Institution (BSI) |
The UK National Standards body, responsible for creating and maintaining British Standards. See http://www.bsi-global.com for more information. See ISO. |
| BS 15000 |
British Standards Institution Specification and Code of Practice for IT Service Management. BS 15000 is based on ITIL ® Best Practice, and has been superseded by ISO/IEC 20000. |
| Build |
(Release Management) The Activity of assembling a number of Configuration Items to create part of an IT Service. The term Build is also used to refer to a Release that is authorised for distribution. For example Server Build or laptop Build. |
| Build Environment |
(Release Management) A controlled Environment where Applications, IT Services and other Builds are assembled prior to being moved into a Test or Live Environment. |
| Business Capacity Management (BCM) |
(Capacity Management) In the context of ITSM, Business Capacity Management is the Activity responsible for understanding future Business Requirements for use in the Capacity Plan. See Service Capacity Management. |
| Business IT Alignment (BITA) |
Understanding how the IT Service Provider provides value to the Business, and ensuring that IT Strategy, Plans, and Services support the Business Objectives, and Vision. See Service Culture. |
| Business Objective |
The Objective of a Business Process, or of the Business as a whole. Business Objectives support the Business Vision, provide guidance for the IT Strategy, and are often supported by IT Services. |
| Business Operations |
The day-to-day execution, monitoring and management of Business Processes. See Operate. |
Business Relationship
Management (BRM) |
(Business Relationship Management) The Process responsible for maintaining a Relationship with the Business. This Process usually includes:
- Managing personal Relationships with Business managers
- Portfolio Management
- Ensuring that the IT Service Provider is satisfying the Business needs of the Customers
- This Process has strong links with Service Level Management.
|
| Business Relationship Manager |
(Business Relationship Management) A Role responsible for maintaining the Relationship with one or more Customers. This Role is often combined with the Service Level Manager Role. |
| Business Service |
A Service that is delivered to Business Customers by Business Units. For example delivery of financial services to Customers of a bank, or goods to the Customers of a retail store. Successful delivery of Business Services often depends on one or more IT Services. |
| Business Unit |
A segment of the Business which has its own Plans, Metrics, income and Costs |
