The process of managing some or all of an organization’s knowledge as a resource; the capture and reuse of business and technical information. #BusinessIntelligence #KnowledgeCenteredSupport #ITIL #BusinessValue #KnowledgeManagement #ITSM
One or more locations in which the definitive and approved versions of all software CIs are securely stored. The DSL may also contain associated CIs, such as licenses and documentation. The DSL is a single logical storage area, even if there are multiple locations. All software in the DSL is...
The possibility of suffering harm or loss. In quantitative risk management this is calculated as how likely it is that a specific threat will exploit a particular vulnerability. #RiskManagement #BusinessContinuity #BusinessContinuityPlan #ITSM #BusinessIntelligence #BusinessAlignment
A collection of stored data that is structured to allow queries and reporting. Typical data structures are either flat or relational. #AssetManagement #BusinessIntelligence #Dashboard #ContentManagement #Reporting #Analytics #ConfigurationManagement
A measure of performance, efficiency, effectiveness or quality, usually based on statistical, historical, or operational data. Metrics are used as a basis for rewards and/or recognition, improving performance, communicating value (alignment to business goals), and measuring continuous...
An entire company or agency, possibly spanning many support centers. #BusinessValue #SupportModels #BusinessAlignment #BusinessIntelligence #ITSM #SupportCenter #WorkforceManagement
The number of customers able to access a piece of software concurrently (i.e., at the same time). Determining the maximum number of expected concurrent users allows a company to purchase enough software licenses to cover the “peak” number of users, rather than one license for each employee. ...
Breaking the activities of an enterprise down into manageable segments for detailed cost and performance analysis. #BusinessValue #Processes #BusinessIntelligence
The collection of financial and operational performance information about an enterprise’s significant activities. #Analytics #SupportCenter #BusinessIntelligence #BusinessAlignment #PerformanceManagement