Terminology: Information System Operations

• Abend: An abnormal end to a computer task before its completion because of an error condition.

• Acceptable Use Policy (AUP): A policy that defines the approved ranges of use for network or internet access.

• Asset Management: The process of tracking and managing IT resources throughout their lifecycle.

• Capacity Planning: The process of ensuring that IT resources are sized to meet current and future business needs.

• Change Management: A structured approach to ensuring that changes are made in a controlled and documented manner.

• Configuration Management Database (CMDB): A repository that stores information about hardware and software assets and their relationships.

• Data Governance: A framework for ensuring high data quality and lifecycle management throughout the organisation.

• Enterprise Architecture (EA): The design and documentation of the components of a business system or subsystem.

• Incident Management: The process responsible for managing the lifecycle of all incidents to restore service quickly.

• ITIL (IT Infrastructure Library): A comprehensive framework of good practices for IT service management.

• Normalisation: A technique for organising data in a database to reduce redundancy.

• Patch Management: The process of acquiring, testing, and installing updates to software and firmware.

• Problem Management: The process responsible for managing the lifecycle of all problems to prevent recurring incidents.

• Service Level Agreement (SLA): A documented agreement defining measurable service targets between a provider and a customer.

• Service Level Management: The process of defining, documenting, agreeing, monitoring, measuring, and reviewing the level of IT services provided