Lifecycle The various stages in the life of an IT Service, Configuration Item, Incident, Problem, Change etc. The Lifecycle defines the Categories for Status and the Status transitions that are permitted. For example:
The Lifecycle of an Application includes Requirements, Design, Build, Deploy, Operate, Optimize.
The Expanded Incident Lifecycle includes Detect, Respond, Diagnose, Repair, Recover, Restore.
The lifecycle of a Server may include: Ordered, Received, In Test, Live, Disposed etc.
Line of Service (LOS) (Service Strategy) A Core Service or Supporting Service that has multiple Service Level Packages. A line of Service is managed by a Product Manager and each Service Level Package is designed to support a particular market segment.
Live (Service Transition) Refers to an IT Service or Configuration Item that is being used to deliver Service to a Customer.
Live Environment (Service Transition) A controlled Environment containing Live Configuration Items used to deliver IT Services to Customers.
LOS Line of Service
Maintainability (Service Design) A measure of how quickly and Effectively a Configuration Item or IT Service can be restored to normal working after a Failure. Maintainability is often measured and reported as MTRS. Maintainability is also used in the context of Software or IT Service Development to mean ability to be Changed or Repaired easily.
Major Incident (Service Operation) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.
Managed Services A perspective on IT Services which emphasizes the fact that they are managed. The term Managed Services is also used as a synonym for Outsourced IT Services.
Management Information Information that is used to support decision making by managers. Management Information is often generated automatically by tools supporting the various IT Service Management Processes. Management Information often includes the values of KPIs such as "Percentage of Changes leading to Incidents", or "first time fix rate".
Management of Risk (MoR) The OGC methodology for managing Risks. MoR includes all the Activities required to identify and Control the exposure to Risk which may have an impact on the achievement of an Organizationís Business Objectives.
See http://www.m-o-r.org/ for more details.
Management System The framework of Policy, Processes and Functions that ensures an Organization can achieve its Objectives.
Manual Workaround A Workaround that requires manual intervention. Manual Workaround is also used as the name of a Recovery Option in which The Business Process Operates without the use of IT Services. This is a temporary measure and is usually combined with another Recovery Option.
Marginal Cost (Service Strategy) The Cost of continuing to provide the IT Service. Marginal Cost does not include investment already made, for example the cost of developing new software and delivering training.
Market Space (Service Strategy) All opportunities that an IT Service Provider could exploit to meet business needs of Customers. The Market Space identifies the possible IT Services that an IT Service Provider may wish to consider delivering.
Maturity (Continual Service Improvement) A measure of the Reliability, Efficiency and Effectiveness of a Process, Function, Organization etc. The most mature Processes and Functions are formally aligned to Business Objectives and Strategy, and are supported by a framework for continual improvement.
Maturity Level A named level in a Maturity model such as the Carnegie Mellon Capability Maturity Model Integration.
Mean Time Between Failures (MTBF) (Service Design) A Metric for measuring and reporting Reliability. MTBF is the average time that a Configuration Item or IT Service can perform its agreed Function without interruption. This is measured from when the CI or IT Service starts working, until it next fails.
Mean Time Between Service Incidents (MTBSI) (Service Design) A Metric used for measuring and reporting Reliability. MTBSI is the mean time from when a System or IT Service fails, until it next fails. MTBSI is equal to MTBF + MTRS.
Mean Time To Repair (MTTR) The average time taken to repair a Configuration Item or IT Service after a Failure. MTTR is measured from when the CI or IT Service fails until it is Repaired. MTTR does not include the time required to Recover or Restore. MTTR is sometimes incorrectly used to mean Mean Time to Restore Service.
Mean Time to Restore Service (MTRS) The average time taken to Restore a Configuration Item or IT Service after a Failure. MTRS is measured from when the CI or IT Service fails until it is fully Restored and delivering its normal functionality.
See Maintainability, Mean Time to Repair.
Metric (Continual Service Improvement) Something that is measured and reported to help manage a Process, IT Service or Activity.
Middleware (Service Design) Software that connects two or more software Components or Applications. Middleware is usually purchased from a Supplier, rather than developed within the IT Service Provider.
See Off the Shelf.
Mission Statement The Mission Statement of an Organization is a short but complete description of the overall purpose and intentions of that Organization It states what is to be achieved, but not how this should be done.
Model A representation of a System, Process, IT Service, Configuration Item etc. that is used to help understand or predict future behavior.
Modeling A technique that is used to predict the future behavior. of a System, Process, IT Service, Configuration Item etc. Modeling is commonly used in Financial Management, Capacity Management and Availability Management.
Monitor Control Loop (Service Operation) Monitoring the output of a Task, Process, IT Service or Configuration Item; comparing this output to a predefined norm; and taking appropriate action based on this comparison.
Monitoring (Service Operation) Repeated observation of a Configuration Item, IT Service or Process to detect Events and to ensure that the current status is known.
MoR Management of Risk
MTBF Mean Time Between Failures
MTBSI Mean Time Between Service Incidents
MTRS Mean Time to Restore Service
MTTR Mean Time to Repair