| Kepner-Tregoe
Analysis |
A
problem analysis technique that
identifies five stage; defining,
describing, establishing
possible causes, testing the
most probable cause and
verifying the true cause. |
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|
| Key
Performance Indicator |
A
measure (quantitative or
qualitative) that enables the
overall delivery of a service to
be assessed by both business and
IT representatives. KPIs
should be few in number and
focus on the service's potential
contribution to business
success. To be effective
in improving business
performance, they must be linked
to a strategic plan which
details how the business intends
to accomplish its vision and
mission. The metrics
selected must address all
aspects of performance results,
describe the targeted
performance in measurable terms
and be deployed to the
organisational level that has
the authority, resources and
knowledge to take the neccessary
action. |
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|
| Key
Success Factors |
See
Critical
Success Factors. |
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|
| Knowledge |
Knowledge
is part of the hierarchy made up
of data, information and
knowledge. Data are raw
facts. Information is data
with context and
perspective. Knowledge is
information with guidance for
action based upon insight and
experience. |
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|
| Knowledge
Base |
Data
repository holding information
on Incidents, Problems and Known
Errors, enabling an organisation
to match new Incidents against
previous ones and thus to reuse
established solutions and
approaches. |
|
|
| Known
Error |
A
fault in a CI
identified by the successful
diagnosis of a Problem and for
which a temporary work-around or
permanent solution has been
identified. The link
between the Known Error and the
CI may arise from local
diagnosis of a Problem but may
equally be derived from an
external source of Known
Errors. It is important
that all relevant Known Errors
are recorded in the CMDB
although, clearly, the CMDB will
not be the only source of Known
Error data. Since many
problems will have multiple
causes, the links between
individual Problems and
individual Known Errors might be
complex. |
|
|
| Known
Error Classification |
See
Classification. |
|
|
| Known
Error Database |
The
database containing the recorded
solutions of all internal and
possibly some external Known
Errors, sometimes called a KEL. |
|
|
| Known
Error Record |
A
record containing the details
and history of a Known
Error. |
|
|
| Known
Error Report |
A
form or screen which formally
records a deviation from
specification, as a consequence
of identifying a Known Error,
e.g. during Incident or Problem
Management. |
