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a process that involves key stakeholders in the decision-making and performance reviews of the IT organization. These key stakeholders might include internal enterprise customers and their external (paying) customers.
See Call center (also, help desk).
the backbone of IT delivery; the networks, communication services, operating systems, servers, desktops, and related platforms, products, and services that provide IT capabilities to the end user.
within an enterprise, those frameworks that define resource allocation, distribution, and consumption among business units.
a Web site designed for the internal use of enterprise personnel for purposes of information sharing and collaboration.
the process that identifies and brings to bear relevant internal (i.e., from within the enterprise) and external (i.e., from outside the enterprise) information to inform action through collection, translation, cataloging, retrieval, maintenance, and management services.
a content repository in which an organization's documented processes and process outcomes are archived for easy retrieval. As a cornerstone of any knowledge management service, the store serves as the lending library, allowing the organization to leverage content for reuse and redeployment.
any activity performed at the discretion of the IT organization that invests in and preserves the value to the customer of an existing IT application or environment, including the following:
Defect correction — correction of critical defects found in a deployed application that inhibit system availability or performance, e.g., responding to production calls for batch systems running overnight or installing system bug fixes
Retooling — any change required to a business application due to an upgrade of an infrastructure product, e.g., maintenance necessitated by changes in the production version of PeopleSoft, Lotus Notes, etc.
Asset protection — business application upgrades in keeping with the vendor releases, e.g., the release of a new version of Microsoft Office or SQL Server
Disaster recovery procedures — supporting business units in developing their disaster recovery plans and participating in any disaster recovery testing
Required by external agencies — activities required by external and internal audit, federal agencies, etc.; process to move and maintain applications into a formal change management environment
Applied research and feasibility analysis — assessments of IT products, services, and processes to determine their appropriateness in line with business unit needs
Infrastructure and related production support — work associated with the implementation of business system applications and end-user desktops
System support — Tier 2 and 3 support associated with both the break/fix of existing business application systems and the problems encountered by end-user customers in using these systems
Information security — identification, assessment, management, and remediation of threats, vulnerabilities, and risks to the electronic information assets of the institution
a tool for reflecting at a given point in time the current status, interdependencies, and resource contentions among IT projects.
those measures employed as part of service and project delivery to quantify the quality of deliverables in keeping with customer requirements.
See Business process engineering.
the standards for the coordination and delivery of work within the IT organization; the formal, internal principles of operation and commitment within the IT team.
a tool for reflecting the status on a regular basis (e.g., monthly) of IT organization service delivery and project work. This tool may be employed both for the internal management of the IT organization and for communicating with customers outside the IT unit.
an IT colleague who is either a downstream provider to, or an upstream user of, IT service or project delivery efforts.
See Web portal.
in this particular context, a grouping of related IT service delivery and project activities, such as the portfolio of work for a particular business unit or a particular Project Management Office staff member.
those individuals inside and outside the IT organization, who due to their knowledge, skills, and business requirements, employ enterprise IT in a sophisticated manner, typically pressing technologies to the limits of their capacity.
a customer or partner provider request to support or repair an existing, nonfunctioning IT product or service.
a process (and typically a document) that governs the system development life cycle for a particular project, encompassing all new IT asset project work, as well as those few systems or Web site enhancements that are greater than the financial threshold set for enhancement work. Project work will entail the purchase costs of new system or Web site hardware and software, as well as internal and external labor costs, initial product licensing, etc. Once a project deliverable is in production, its ongoing cost is added to the appropriate SLA for the coming year of service delivery.
the IT party responsible for project delivery and the overall coordination of internal and external IT resources.
See Software development life cycle (SDLC).
a business process that focuses on the coordination of human and financial resources to ensure the delivery of a product or service in keeping with customer requirements while avoiding or mitigating any risks associated with the effort.
the staff support person who develops and maintains project commitment documents and plans, facilitates and coordinates project activities, prepares project status reports, manages project meetings, etc.
a service request that, due to its scope, costs, complexity, or associated risks, is to be managed as a separate, formal project.
a simulated or scaled-down version of an IT deliverable built quickly, at low cost, and with little risk in order to demonstrate the validity of a more substantial IT undertaking. Especially in the world of Web development, prototyping is employed to represent end-user experiences before more time and resources are invested in development.
pull services on a Web site are those identified and selected by the user; push services are those delivered by the Web site itself without action by the end user, but usually in line with user profile information.
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