Relationship Capital Management describes a class of business solutions and software applications and services which help individuals and organizations to identify, manage and leverage their network of business and professional relationships as assets. IT as partner in realising business strategy. Clear direction with business goals, objectives and formal targets. Effective management reports linked to business function, actively used. Integrated process plans linked to business and IT plans. Regular improvements are planned and reviewed. CIO/CTO have equal business/IT roles. Identify Service Cost Components is the activity associated with identifying the service and product offerings and cost components.[SME] Budgeting is the process of predicting and controlling the spending of money within the enterprise and consists of a periodic negotiation cycle to set budgets (usually annual) and the day-to-day monitoring of current budgets. [OGC ITIL] A strategic plan brings together all the elements enabling the clients to engineer and implement the designed systems to achieve the desired state enterprise management platform.[SME] Indirect Expense is an administrative or executive cost that relates to the management, conduct, or supervision of a business that are not attributable to any one particular product or department. Examples: HW, furniture, cubicles, dedicated SW. Correct Performance activities focus on analysis reporting functionality to implement continuous improvement for reaching compliance. [SME] Monitor Current Performance task employs analysis and linkage of IT Services offered with the business needs of the customer base [SME] Chargeback is a cost recovery mechanism, generally based on a per-use or hourly model.[SME] Inventory management consists of all the activities and procedures used to control and maintain the right amount of hardware and software in stock or to provide the required level of service at minimum cost. [SME] Identify Consumption Constituencies is the activity associated with identifying the consumption units and definitions for the service and product components.[SME] Release is a collection of new and/or changed CIs which are tested and introduced into the live environment together. Performance management integratesmutiple forms of performance measurment using managerial, customer, operational and financial methodologies Apportioned cost is a cost that is shared by a number of business units (an indirect cost). This cost must be shared out between these units on an equitable basis [OGC ITIL]. It is a cost shared, on an equitable bais, by a number of customers [ITSMF] Assets possess an implied value and have future economic benefits which were obtained or controlled by a particular entity as a result of past transactions or events. A Metric is a measurable element of a service process or function. [SME] Application refers to both application software and its implementation. A procedure is an established series of steps to accomplish a specified task(s). [SME] Problem Managment process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events. Configuration Management plan is the document setting out the organization and procedures for the Configuration Management of a specific product, project, system, support group or service. Business aligned objectives and formal targets actively monitored as part of everyday activity. Roles and responsibilities part of overall corporate culture. Training needs assessed as part of organisational process. Programs planned to address identified gaps and future needs. Strategy and planning competencies. A (computer science) program is a sequence of instructions that a computer can interpret and execute [DICT] Develop Cost Recovery Model is the activity of modeling the products and services and measurement methodology to ensure the right results are achievable.[SME] Manage Cost Recovery is the activity associated with the management of the cost recovery process and control of the pricing structure. [SME] IT Service Support is the discipline that employs those processes that enable IT Services to be provided. Creation of a hierarchy of all the CIs that comprise a configuration. IT as service provider. IT strategy linked to business strategy. Documented and agreed formal objectives and targets (e.g. SLAs). Formally published, monitored, reported and reviewed plans. Coordination activity well funded and appropriately resourced. The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers. Allocated Cost is a cost that can be directly identified with a business unit [OGC ITIL]. It can be directly identified and assigned to a particular customer [ITSMF] Minimal funds and resources for steering and little activity. Sporadic efforts and reviews of global IT. Coordination benefits temporary, not retained. Cost and technical outcomes (stability, availability, performance) drive investment. Contnuous Service Improvement Programme is an ongoing formal programme undertaken within an enterprise to identify and introduce measurable improvements within a specified work area or work process. Tool and technology based and driven, with a strong activity focus. IT is an infrastructure provider (hardware, software, networks) Performance SLA Compliance Reporting activities focus on creating and running meaningful reports around the metrics and goals of the business that show compliance and trending [SME] The process of security management within IT service management .Focuses on implementing security requirements identified in the IT service level agreement (SLA).Does not address business aspects of security policy. Application profile is a specific use for a computer or program, such as for accounts payable or payroll. The term is commonly used in place of the terms "application program," "software" or "program." Examples of programs and software include pre-packaged productivity software (such as spreadsheets and word processors) and larger, customized packages designed for multiple users (such as e-mail and workgroup applications). Better defined, but self contained roles and responsibilities. Recognition of first and second line support. Technical training opportunities approved by role. A Process ia a connected series of actions, activities, Changes etc, performed by agents with the intent of satisfying a purpose or achieving a goal.[SME] The Process that ensures the Confidentiality, Integrity and Availability of an Organisations Assets, information, data and IT Services. Information Security Management usually has a wider scope than the Service Provider. It normally includes handling of paper, building access, phone calls etc., for the entire Organisation [OGC]. Service-oriented management (SOM) is the operational management of service delivery within a service-oriented architecture (SOA). The primary objective of service-oriented management is to provide a service delivery capability during operation, using business objectives to drive system behaviour. Initiative is a vehicle (business driver) for officially requesting and justifying that the organization expend funds and effort for a finite period of time to support a specific business strategy. Loosely defined roles or responsibilities. Ad hoc training. Technical excellence. A generic term that can be used to mean any manager within the IT Service Provider. Most commonly used to refer to a Business Relationship Manager, a Process Manager, an Account Manager or a senior manager with responsibility for IT Services overall [OGC]. The baseline plan is the original plan (for a project, a work package, or an activity), plus or minus approved changes. Usually used with a modifier, e.g., cost baseline, schedule baseline, performance measurement baseline. [SME] IT Service Management is the principles and practices of designing, delivering and maintaining IT Services to an agreed level of quality, insupport of a customer activity. [ITSMF] Thus it is the process of applying a structured set of processes to ensure the quality of mission-critical IT services to meet levels of services agreed to with the customer. [SME] A Direct Cost can be identified specifically with a particular final cost objective, i.e., a particular award, project, service, or other direct activity of the organization [SME] IT as business enabler. Integrated strategic plans inextricably linked with overall business plans, goals and objectives. Added value drives investment. Continuous monitoring, measurement, reporting, alerting and reviews linked to a continuous process of improvement. Regular reviews and/or audits for effectiveness, efficiency and compliance. Depreciation is the amount allocated each year to amortize an asset over its useful life. An estimate of how much an asset has been used in a given year.[SME] Determine Measurement Capabilities activities ascertain existing tools and methodologies available to collect and record measurable metrics around performance [SME] An IT Asset is a component of a business process. IT Assets can include IT people, It accommodation, computer systems, networks, paper records, fax machines, etc. [OGC ITIL] An IT Service Asset is an item against which threats and vulnerabilities are identified and calculated to carry out a risk assessment. It is the assets importance in underpinning services that matters. Especially for Security Audit and Continuity Management. [ITSMF] Cost Management employs all the procedures, tasks and deliverables that are needed to fulfil an organization’s costing and charging requirements. A Budget is an expression of organizational policies and operational plans in financial terms. [SME] An understanding of the value of IT to the business and its role within the business value chain. A continuous improvement attitude, together with a strategic business focus. Application Portfolio Management System is an information system containing key attributes of applications deployed in a company. Application portfolios are used as tools to manage the business value of an application throughout its lifecycle.[OGC ITIL] Configuration of a product or system established at a specific point in time, which captures both the structure and details of the product or system, and enables that product or system to be rebuilt at a later date. IT Organisation provides help and advice to business. Business focused with an understanding of the wider issues. SLA is a formal written agreement made between two parties: the service provider and the service recipient. The SLA itself defines the basis of understanding between the two parties for delivery of the service itself. The document can be quite complex, and sometimes underpins a formal contract. Generally, an SLA should contain clauses that define a specified level of service, support options, incentive awards for service levels exceeded and/or penalty provisions for services not provided. System is an integrated set or regularly interacting group of interdependent components created to accomplish a defined objective, with defined and maintained relationships among its components, and the whole producing or operating better than the simple sum of its components. Management of services to meet the customer's requirement [OGC ITIL] Configuration Management is the process of planning for, identifying and defining the Configuration Items in a service, recording and reporting the status of Configuration Items and Requests For Change, and verifying the completeness, correctness and potential impact of Configuration Items.[ITSMF] Configuration control is the activities concerned with ensuring only authorized CIs are added, modified, replaced or removed. [ITSMF] . Activities include the control of Changes to Configuration Items after formally establishing its configuration documents. It includes the evaluation, co-ordination, approval or rejection of Changes. Project is a temporary endeavor undertaken to create a unique product or service. Any undertaking with a defined starting point and defined objectives by which completion is identified. In practice, most projects depend on finite or limited resources by which the objectives are to be accomplished. This a project is a one-time effort to accomplish an explicit objective by a specific time. Each project is unique although similar projects may exist. Like the individual activity, the project has a distinguishable start and finish and a time frame for completion. Each activity in the project will be monitored and controlled to determine its impact on other activities and projects. [SME] A Process that is owned and carried out by the Business. A Business Process contributes to the delivery of a product or Service to a Business Customer. For example, a retailer may have a purchasing Process which helps to deliver Services to their Business Customers. Many Business Processes rely on IT Services [OGC]. The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users [OGC]. The Service Desk is not an ITIL process, but rather a function that serves as the primary liaison between users and IT service providers, and a focal point for information gathering and service coordination. The Service Desk manages interactions between the technical infrastructure and the user community. Primary functions of the service desk include incident management, providing answers to basic usage questions and providing the interface for user initiated change to the infrastructure (e.g. add a user). Refine Cost Recovery Model is the activity of taking the lessons learned from model refining than implementing the cost recovery model. [SME] Cnfiguation Baseline is a configuration of a product or service established at a specific point in time, which captures both the structure and details of the product or system, and enables that product or system to be rebuilt at a later date. An ITSM Agreement is used for an understanding, normally written, between internal parties( though it may be appended to and form part of an external contract). Thus an agreement ia likely to register an aspiration for a particular Service Level wheras a contract will record the minimum service level permissable. Source Ref : ITSMF Dictionary Operating Budget is produced by the traditional process of identifying costs by account type ands summarizing them by month and year. Total Cost of Ownership is a financial estimate designed to help consumers and enterprise managers assess direct and indirect costs related to the purchase of any capital investment. Calculated by including depreciation, maintenance, staff costs, accommodation, and planned renewal. Systems / service Outage Analysis is an Availability / problem Management technique used to analyze downtime and to identify opportunities for improvement [ITSMF] TCO is the total cost of owning, operating and maintaining a computer system. It can be calculated by including depreciation, maintenance, staff costs, accommodation, and planned renewal. [OGC ITIL] TCO includes the up-front costs of hardware and software, plus the costs of installation, training, support, upgrades and repairs compared to asset value, cost of establishing the asset, and replacement value. Application software is a loosely defined subclass of computer software that employs the capabilities of a computer directly to a task that the user wishes to perform. This should be contrasted with system software which is involved in integrating a computer's various capabilities, but typically does not directly apply them in the performance of tasks that benefit the user. IT Financial Management is the set of processes that enable the IT organization to account fully for the way money is spent (particularly the ability to identify costs by customer, by service and by activity). Service Level Management is the process of defining, agreeing, documenting and managing the levels of customer IT service, that are required and cost justified. Direct Expense is an expense (other than for labor and materials) that can easily and economically be identified either with an individual unit of production or with a responsibility centre.Examples: Fixed fee consultants,off-shore consultants, non-preferred T&M, contracted services, leased equipment, AD software. Product and service base and driven. Team and product orientation. Customer awareness and promotion Inter- and intra-process team working. Responsibilities clearly defined in all IT job descriptions. Training gaps identified and training opportunities sought. Business intelligence and competencies. Configuration Identification activities determine the product structure, the selection of Configuration Items, and the documentation of the Configuration Item’s physical and functional characteristics including interfaces and subsequent changes. It includes the allocation of identification characters or numbers to the Configuration Items and their documents. It also includes the unique numbering of Configuration control forms associated with changes and problems. Develop Cost Recovery Plan activity associated with planning the cost recovery methodology I.e. chargeback, corporate tax [SME] Risk is a measure of the exposure to which an organization may be subject. [ITSMF] Financial Budget Management is the process of predicting and controlling the spending of money within the enterprise and consists of a periodic negotiation cycle to set budgets (usually annual) and the day-to-day monitoring of current budgets. Profile is a representation of something in outline [DICT] Programme / program is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. Or are a collection of activities and projects that collectively implement a new corporate requirement or function. Programs may include elements of related work outside of the scope of the discrete projects in the program provides a framework for appropriate service metrics. Clearly defined and agreed interfaces between roles. Formal objectives and targets. Formalised process (e.g. service management, service support) training plans. Training needs identified for roles, attendance relies on opportunity. Recognition of service portfolio, little input from business. No clear objectives or formal service targets. Funds and resources available for governance. Sporadic activities, reporting and reviews. Services defined in technical terms (e.g. bandwidth, disk capacity) Cost Recovery records the cost of services provided and the charges allocated to the users and recipients of the services. Thus it is cost-accounting chargeback framework based on 100% cost recovery for IT support services for hardware, software applications and labor.[SME] An Assembly CI as a configuration item comprising other CIs [ITSMF] Asset status the description of the different states of an asset. [SME] Strategic is the highest of the three levels of planning and delivery. It is concerned with the overall goals of an enterprise. [ITSMF] IT Service Delivery is the discipline comprised of the processes which provide the actual management of the IT services themselves. [SME] Portfolio is a grouping of financial assets held [DICT] Configuration Status Accounting is the task of recording the state of a CI at any point in time, past , present or future. [ITSMF] CI is a component of an infrastructure – or an item, such as a SLA or Request for Change, associated with an infrastructure – which is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type – from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.[ITSMF] A Risk Measure is a measurement of the exposure to which an organization may be subjected. This is a combination of the likelihood of a business disruption occurring and the possible loss that may result from such business disruption.[SME] An approach, borrowed from the financial industry, for managing information technology (IT) as a portfolio of investments. The IT portfolio consists of investments in existing assets and ongoing processes as well as projects designed to change the status quo. Existing assets and projects are assigned values and risks, which enables organizations to use risk management techniques (e.g., planning, executing, measuring, communicating) appropriate to different levels of uncertainty.[SME] Service and Customer oriented with a formalised approach. Asesses Customer satisfaction. Utilises Account managers. A Policy is a rule and / or regulation set by the organization.[SME] Service provider is an organization concerned with the provision of a service that incurs the resources/costs to generate and deliver it to a service recipient . Measure Utilization Consumption is the activity associated with identifying the consumption units and definitions for the service and product components.[SME] Software Program is the directly executable part of a software object. A Configuration Set is a group of cIs that normally belong together [ITSMF] The Business Relationship Management process is often performed by an Account Manager who acts as the liaison between IT operations and customers, providing the contact point for service-level administration, services marketing, customer satisfaction, and ongoing customer communications. [ITSMF SME]. A Role responsible for maintaining the Relationship with one or more Customers. This Role is often combined with the Service Level Manager Role [OGC]. The Process responsible for maintaining a Relationship with the Business. This Process usually includes:· Managing personal Relationships with Business managers; Portfolio Management; Ensuring that the IT Service Provider is satisfying the Business needs of the Customers [OGC]. Portfolio Management is the discipline that executives use to ensure that the correct mix of investment activity is initiated, grouped, funded and managed to identify business risks and deliver true competitive benefit to the enterprise Asset Management is the Business Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle [OGC]. Asset Management is a standard accountancy process concerned with maintaining details of assets above a certain value and their depreciation. [ITSMF] Asset Management is the combination of tools, processes, and organizational interfaces used to financially manage, optimize, and dispose of IT assets. Asset management includes the implementation of a set of operating and accounting procedures intended to maximize the return on investment (ROI) of the equipment assets of an organization, especially capital assets. [SME] A Role responsible for maintaining the Relationship with one or more Customers. This Role is often combined with the Service Level Manager Role [OGC]. Establish SLA Reporting activities focus on reaching consensus from all stakeholders and enter contractual agreement [SME] Cost Recovery Management is cost-accounting chargeback framework based on 100% cost recovery for IT support services for hardware, software applications and labor.[SME] OLA is an internal agreement covering the delivery of services which support the IT organization in their delivery of services. The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Customers as quickly as possible [OGC]. Application Portfolio is a collection of projects or programs and other work that are grouped together to facilitate effective management of that work to meet strategic business objectives. The projects or programs of the portfolio may not necessarily be interdependent or directly related. pointer to value of parameter in an onotology A label for the concept that is accurate but not preferred reference to a taxonomy scheme points to an Archetype value Siemens is a $96 billion electronics company with 460,000 employees in 190 countries. Headquartered in New Jersey, with more than 25,000 employees worldwide, Cognizant is a global leader in IT services T-Mobile offers a comprehensive array of wireless calling plans for mobile professionals as well as mobile enterprises. Plans include: Pooled national Whenever Minutes, Unlimited mobile-to-mobile calling, Unlimited weekend calling–limited time offer, 300 Text Messages per user, Caller ID, VoiceMail, Conference calling, Call waiting, Call forwarding Phone, email, SMS, browser, instant messaging and organizer. Quad-Band handheld, operates on 850/900/1800/1900 MHz GSM/GPRS wireless networks, allowing for international roaming between North America, Europe and Asia Pacific