-
175
What is an Incident
An incident is an unplanned disruption or degradation of service.
Based on the definition pro
-
176
What is a problem
A problem is a cause of one or more incidents
Problems however are not incidents. An incident can r
-
177
What is a Service Request
A request from a User for information, or advice,
or for a Standard Change or for Access to an IT
-
178
What is a Service Desk
The Single Point of Contact between the Service
Provider and the Users. A typical Service Desk ma
-
180
What is a Change Schedule
A Document that lists all approved Changes and
their planned implementation dates. A Change Sched
-
181
What is a Change Schedule
A Document that lists all approved Changes and
their planned implementation dates. A Change Sched
-
182
Change Window
A regular, agreed time when Changes or
Releases may be implemented with minimal impact on Service
-
185
What is a Configuration Item
Any Component that needs to be managed in
order to deliver an IT Service. Information about e
-
186
What is CMDB
A database used to store Configuration Records
throughout their Lifecycle. The Configuration Mana
-
187
Change Advisory Board (CAB)
A group of people that advises the Change
Manager in the Assessment, prioritisation and schedulin