| RAG
(Red Amber Green) Chart |
See
SLAM Chart. |
|
|
| Real
Charging |
See Hard
Charging. |
|
|
| Receiver |
The
person who receives a service,
i.e. the Customer who pays the
bills. |
|
|
| Record |
Information
in readable form, including
computer data, which is created
or received and maintained as
evidence of performance of an
activity. Documents
are distinguished from Records
by the fact they function as
evidence of intentions rather
than as evidence of
activities. Examples of
records include Incident,
Problem
and Change
records. |
|
|
| Reciprocal
Agreement |
An IT
Service Continuity Planning
option that depends on two
organisations being willing and
able to share their resources,
prior to, or in the event of, an
emergency. Capacity and
technical compatibility are
particular issues. |
|
|
| Recovery |
Following
failure and repair, the failed CIs
are recovered into the live
infrastructure. This may
include recovering data to the last
known recoverable state.
There may remain further steps
before the service is restored
to the Users, e.g. testing,
transaction re-runs and
notifying Users. Recovery
is the penultimate stage of the
Incident life-cycle. |
|
|
| Recovery
Centre |
Where
an IT unit analyses its full
expenditure and investments so
that they may be recovered from
Customers, usually by formal
charging but without profit. |
|
|
| Redundancy |
Where
a system has been designed to
eliminate single points of
failure, redundant CIs
are those which can fail without
affecting the delivery of
service. However,
generally, once a CI has failed,
the inherent redundancy will be
gone and repair/replacement is
required before further failures
which would affect the service. |
|
|
| Referral |
See Functional
Escalation. |
|
|
| Relationship |
Describes
the dependency or connectivity
between CIs
using terms such as 'used by',
'part of', 'connected to',
'resides on'.
Relationships not only provide a
means of assessing the potential
full impact of a proposed
Change, but can also indicate
the potential damage likely to
be caused by a single component
failure. Relationships are
described as 'primary' if they
are hierarchical and 'secondary'
if not. |
|
|
| Relative
Service Priority |
In
addition to knowledge of
activity priorities based upon
the given circumstances at a
moment in time, service may be
awarded a more permanent
relative priority, which might
be based upon risks to the
continuity of important business
activities. See also Priority. |
|
|
| Release |
A
collection of authorised Changes
to an IT service, which are
tested and introduced into the
live environment together. |
|
|
| Release
Acceptance |
The
process of testing a release,
its implementation procedures
and back-out plans to obtain a
sign-off of its completeness and
accuracy. |
|
|
| Release
Management |
The
Service Management process that
encompasses the planning,
design, build, configuration and
testing of hardware and software
releases to create a defined set
of release components.
Release activities also include
planning, preparation,
scheduling, training,
documentation, distribution and
installation of the release to
many users and locations.
Release Management uses the
controlling processes of Change
and Configuration Management. |
|
|
| Release
Mechanism |
The
actual equipment, software,
techniques or methods used to
roll out a release. |
|
|
| Release
Plan |
A
document that describes all of
the activities, resources and
responsibilities related to a
particular release, including
the scheduling of that release. |
|
|
| Release
Policy |
A
document that describes the
normal roles, responsibilities,
release units, normal change
content, release frequency and
scheduling of releases.
The Release Policy is normally
part of the Configuration
and Change Management Plan. |
|
|
| Release
Processes |
One
of the groups of Service
Management processes identified
in the BSi
Code of Practice, PD0005.
Release processes deal with the
delivery of new and changed CIs,
hardware, software,
documentation, etc. into
the live environment. |
|
|
| Release
Record |
A
record containing details of
which CIs
are affected by a release
(planned or implemented) and
how. |
|
|
| Release
Schedule |
A
document that contains the dates
when all releases will be rolled
out into the live environment. |
|
|
| Release
Unit |
The
portion of the IT infrastructure
that is normally released
together, for example, a full TP
system; a suite; a program; a
single module. |
|
|
| Reliability |
The
ability of a component or IT
service to perform a required
function under stated conditions
for a stated period of
time. Reliability is now
often taken to include
resilience. See also MTBF. |
|
|
| Remote
Fixes |
Incidents
or Problems resolved without a
member of the support staff
visiting the physical location
in question. |
|
|
| Repair |
The
replacement or correction of a
failed CI.
Repair also refers to the fourth
stage of an Incident life-cycle,
sitting between Diagnosis and
Recovery. |
|
|
| Request
For Change |
A
means of proposing a Change to
any component of an IT
infrastructure or any aspect of
an IT service. It may be a
document or record in which the
nature and details of, and the justification
and authorisation for the
proposed Change are entered. |
|
|
| Request
For Service |
See
Service Request. |
|
|
| Resilience |
The
capability of a set of CIs to
continue to provide a required
function, if not immediately
then very quickly, when some CIs
in the set have suffered a failure. |
|
|
| Resolution |
An
action that will resolve an
Incident, i.e. allow the users
to carry out their business
functions. This may be a
temporary work-around or the
permanent repair or replacement
of a faulty CI. |
|
|
| Resolution
Processes |
One
of the Service Management
Processes identified in the BSi
Code of Practice, PD0005.
Resolution Processes (Incident
and Problem Management) deal
with the concerns of users,
identification of Incidents and
Problems, their removal and
prevention within the
infrastructure. |
|
|
| Resource
Capacity Management |
The
Capacity Management task
concerned with identifying and
understanding the capacity and
utilisation of CIs, ensuring
that all finite resources are
monitored and measured, and
collected data is recorded,
analysed and reported; also that
the potential use of new
technology is tracked and
understood. |
|
|
| Responsiveness |
Generally,
a comparative measurement of the
time taken to respond to a
particular stimulus. The
measurement could be concerned
with the speed of an IT system
response to a User activity but
may equally be used to judge the
behaviour of an organisation
towards, for example, an
Incident or Request for Change. |
|
|
| Restoration
of Service |
The
service is said to be restored
when the users are able to
process new work, i.e. the
system and available data have
been recovered, appropriate test
performed. users informed, and
any lost work repeated.
Restoration, following Recovery,
is the final stage of the
Incident life-cycle. |
|
|
| Results
Orientation |
Balancing
and satisfying the needs of all
relevant stakeholders (this
includes the people employed,
customers, suppliers and society
in general as well as those with
a financial interest in the
organisation) to achieve
excellence. |
|
|
| Return
on Investment |
The
(potential) financial benefit
expressed as a percentage of the
costs of generating that
benefit. |
|
|
| Return
to Normal |
The
phase within a business recovery
plan which re-establishes normal
operations. |
|
|
| Revenue
Costs |
See
Operational
Costs. |
|
|
| Review |
Examination
of a completed action, Incident,
Change, etc. The purpose
of the review is to ensure that
completion has been achieved to
the satisfaction of appropriate
stakeholders, identify any
lessons learned and feed them
into the improvement process. |
|
|
| Risk |
A
measure of the exposure to which
an organisation may be
subject. This is a
combination of the likelihood of
a business disruption occurring
and the possible loss that may
result from such business
disruption. |
|
|
| Risk
Analysis |
Identifying
the 'service' value of
infrastructure components
(assets), the threats to which
those assets might be exposed,
and the vulnerability of those
assets to the threats
identified. |
|
|
| Risk
Assessment |
Risk
Assessment involves analysing
risks as a prelude to managing
those risks in order to minimise
the effects of unexpected
failure. |
|
|
| Risk
Management |
Management
of the risks to assets through
the identification, selection
and use of countermeasures,
justified by the identified
risks in terms f their potential
impact upon services if failure
occurs, and the reduction of
those risks to an acceptable
level. |
|
|
| Risk
Reduction Measure |
Measure
taken to reduce the likelihood
or consequences of a business
disruption occurring (as opposed
to planning to recover after a
disruption. |
|
|
| Role |
A
set of responsibilities,
activities and authorisations. |
|
|
| Roll-out |
The
activities which deliver,
install and commission an
integrated set of new or changed
CIs across logical or physical
parts of an organisation. |
|
|
| Roll-out
Planning |
The
process of planning for the
physical distribution and
deployment of a release into the
live environment. |
|
|
| Running
Costs |
See
Operational
Costs. |
