| Echoing |
Echoing
is a reflection of the
transmitted signal from the
receiving end, a visual method
of error detection in which the
signal from the originating
device is looped back to that
device so that it can be
displayed. |
|
|
| Economy |
Economy
is one of the measures needed to
determine value for money.
It concerns the cost of the
inputs to an activity; the
resources needed to deliver a
service. Typical measures
will include money, time, people
and quality. See also Effectiveness,
Efficiency,
Value for Money. |
|
|
| Effectiveness |
Effectiveness,
or Cost Effectiveness, is one of
the measures needed to determine
value for money. It
concerns the cost of the outputs
from an activity and the
conformance of those output to a
specification or need.
Typical measures will include
money, time, people and
quality. Any investment
that increases the cost of
providing IT services should
result in an enhancement to the
service quality or
quantity. If this is not
so then the business case must
be quite clear about why the
Change is neccessary. See
also Economy,
Efficiency,
Value for Money. |
|
|
| Efficiency |
Efficiency
is one of the measures needed to
determine value for money.
It concerns the ratio of inputs
(economy) to output
(effectiveness) and is sometimes
referred to as 'bangs per
buck'. Typical measures
will include money, time, people
and quality. See also Economy,
Effectiveness,
Value for Money. |
|
|
| Electronic
Data Interchange |
Direct
computer-to-computer transfer of
business information, which aims
to reduce paper consumption,
eliminate data entry errors,
speed up transfer of business
information and facilitate 'Just
in Time' processes. |
|
|
| Emergency
Change |
A
Change planned, scheduled and
implemented at very short notice
in order to protect a service
from an unacceptable risk of
failure or degradation, lack or
loss of functionality. |
|
|
| End-User/User |
One
whose business responsibilities
are aided or supported by the
use of an IT service. See
also User. |
|
|
| Environment |
An
assembly of computers,
communication facilities,
procedures, etc. that work
together to provide a discreet
type of service. There may
be one or more environments on a
physical platform, e.g. test and
production. An environment
has unique features and
characteristics that dictate how
it may be administered in a
similar yet diverse,
manner. The term is also
used to describe physical
environments in terms of their accommodation,
air conditioning. |
|
|
| Equity |
Sometimes
referred to as the fourth 'E'
alongside Economy,
Effectiveness
and Efficiency,
Equity is concerned with
ensuring that the extent and
costs of services are fairly
divided among the recipients. |
|
|
| Error |
See
Known Error. |
|
|
| Error
Control |
One
of the tasks of Problem
Management, Error Control
encompasses identifying,
recording, classifying and
progressing Known Errors.
Error Control extends to the
promotion of Changes and the
completion of the resolution
phase i.e. the successful
implementation of an amended or
replacement CI
that leads to closure of the
linked Problem and Known Error
records. |
|
|
| Escalation |
Passing
information and/or requesting
action on an Incident, Problem
or Change to more senior staff
(hierarchical escalation) or
other specialists (functional
escalation). The
circumstances in which either
vertical escalation for
information/authority to apply
further resources or horizontal
escalation for greater
functional involvement need to
be precisely described, so that
the purpose of the escalation
and the nature of the required
response is absolutely clear to
all parties as the escalation
occurs. Escalation rules
will be geared to priority
targets. Functional
Escalation is sometimes called
Referral. |
|
|
| Estimation |
Estimation
is the cheapest and least
accurate form of
modelling. This is where
an educated guess is taken as to
the performance of a specific
scenario. |
|
|
| Ethics |
The
universal morals that an
organisation adopts and abides
by. |
|
|
| European
Foundation for Quality
Management |
See
British
Quality Foundation. |
|
|
| Examen
Instituut |
EXIN
is the Dutch examination board
for informatics. See also
Information Systems Examination
Board. |
|
|
| Excellance |
Outstanding
practice in managing the
organisation and achieving
results based on fundamental
concepts which will include:
results orientation; customer
focus; leadership and constancy
of purpose; process and facts;
involvement of people;
continuous improvement and
innovation; mutually beneficial
partnership; public
responsibility. Excellence
can only be measured effectively
by objective comparison with
external best practice. |
|
|
| Exception
Reporting |
Reducing
the Management Information
produced to that which most
demands or deserves
attention. The 'Top Ten'
style of list is an example. |
|
|
| Expert
User |
See
Super User. |
|
|
| External
Customers |
The
customers outside the
organisation. These may
also include other customers in
the chain of distribution.
In an outsourced situation,
external customers often refers
to those outside the scope of
the contract but still within
the organisation. |
|
|
| External
Measure |
See
External
Target. |
|
|
| External
Service Costs |
An
input Cost
Type that represents complex
mixtures of services bought in
from third parties. |
|
|
| External
Specsheet |
A
working document that enables
the SLM
function to detail exactly what
service must be dlivered to the
customer. |
|
|
| External
Target |
A
measure of a delivered service,
expressed in terms that reflect
the benefit delivered to the
Customer's business. |
