ITServiceDelivery
type: Class
subclass of: ITILBestPractice
subclass of: ITServiceManagement
comment: IT Service Delivery is the discipline comprised of the processes which provide the actual management of the IT services themselves. [SME]

RelationshipCapitalManagement
type: Class
subclass of: CustomerRelationshipManagement
comment: 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.

CustomerRelationshipManagement
type: Class
comment: 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.
subclass of: BusinessRelationshipManagement

ServiceMaturityModel
type: Class
subclass of: ServiceManagement
comment: provides a framework for appropriate service metrics.

InformationModel
type: Class
subclass of: Document
comment: Information model is an abstract but formal representation of entities including their properties, relationships and the operations that can be performed on them
subclass of: InformationArtifact

PredictableGovernance
type: Class
comment: 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.
subclass of: GovernanceManagementLevel

IdentifyServiceCostComponents
type: Class
comment: Identify Service Cost Components is the activity associated with identifying the service and product offerings and cost components.[SME]
subclass of: CostRecoveryManagement

CostRecoveryManagement
type: Class
comment: Cost Recovery Management is cost-accounting chargeback framework based on 100% cost recovery for IT support services for hardware, software applications and labor.[SME]
subclass of: CostManagement

DetermineStagegates
type: Class
subclass of: DetermineCandidateInvestment
comment: Determine Stage-gates principle is for programme’s full economic life cycle. Confirm business case requirements at each stage-gate to commit total programme funding, release funding to next stage-gate and identify funding requirements at subsequent stage-gates.

DetermineCandidateInvestment
type: Class
subclass of: ValITPortfolioManagement
comment: Determine Candidate Investment principle is to evaluate, prioritise and select whether a candidate should be, selected and moved to the active portfolio. If not selected, determine if it should be held for consideration at a later date, held and provided with some ‘seed’ funding to determine if the business case can be improved or eliminated from further consideration. Communicate and review the decision with the business sponsor.

ServiceTask
type: Class
comment: Service task is an action or combination of actions that is associated with a desired goal state. Performing the task involves executing the actions, and is intended to achieve a particular goal state
subclass of: ServiceDescription

ServiceInterface
type: Class
subclass of: ServiceOrientedArchitecture
comment: Service Interface provides an entry point that consumers use to access the functionality exposed by the service

ServiceOrientedArchitecture
type: Class
subclass of: InformationArchitecture
comment: Service Oriented Architecture (SOA) is a paradigm for organizing and utilizing distributed capabilities that may be under the control of different ownership domains.
subclass of: ServiceOrientedManagement

Budgeting
type: Class
comment: 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]
subclass of: FinancialManagement

Agent
type: Class
subclass of: Party
comment: Agent is a program acting on behalf of another person, entity, or process

StrategicPlan
type: Class
subclass of: Plan
subclass of: Strategic
comment: 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]

Strategic
type: Class
subclass of: Metrics
comment: Strategic is the highest of the three levels of planning and delivery. It is concerned with the overall goals of an enterprise. [ITSMF]

DMADV
type: Class
comment: DMADV define , measure, analyze, design, verify process
subclass of: SixSigma

ValITPrinciple
type: Class
comment: Val IT principles are Value of IT best practices that provide the means to unambiguously measure, monitor and optimise the realisation of business value from investment in IT.
subclass of: InformationManagementFramework

DefineInvestmentCategories
type: Class
subclass of: EstablishPortfolioCharacteristics
comment: Define Investment Categories principle is to have specific tracking the investment types that differ in complexity and the degree of freedom in allocating funds.

IndirectExpense
type: Class
subclass of: FinancialManagement
comment: 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.

CorrectPerformance
type: Class
subclass of: ServiceLevelManagement
comment: Correct Performance activities focus on analysis reporting functionality to implement continuous improvement for reaching compliance. [SME]

ServiceLevelManagement
type: Class
comment: Service Level Management is the process of defining, agreeing, documenting and managing the levels of customer IT service, that are required and cost justified.
subclass of: ITServiceDelivery

MonitorCurrentPerformance
type: Class
comment: Monitor Current Performance task employs analysis and linkage of IT Services offered with the business needs of the customer base [SME]
subclass of: ServiceLevelManagement

Chargeback
type: Class
comment: Chargeback is a cost recovery mechanism, generally based on a per-use or hourly model.[SME]
subclass of: CostRecovery

CostRecovery
type: Class
subclass of: CostManagement
comment: 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]

InventoryManagement
type: Class
comment: 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]
subclass of: ITServiceSupport

ITServiceSupport
type: Class
comment: IT Service Support is the discipline that employs those processes that enable IT Services to be provided.
subclass of: ITILBestPractice
subclass of: ITServiceManagement

DefineEvaluationCriteriabyCategory
type: Class
subclass of: DefineValueGovernanceProcesses
comment: Define Evaluation Criteria by Category act is to identify the critical success factors that enable a fair, transparent, repeatable and comparable evaluation. Weightings may be applied to allow an overall relative score to be derived for each investment.

DefineValueGovernanceProcesses
type: Class
comment: Define Value Governance Processes act is for clear and active linkage amongst the enterprise strategy, the portfolio of IT-enabled investment programmes that execute the strategy, the individual programmes, and the business and IT projects that make up the programmes.
subclass of: EstablishValueGovernanceControlFramework

EstablishStrategicDirection
type: Class
subclass of: ValueGovernance
comment: Establish Strategic Direction principle is to definine how the business and IT strategy integrated, clearly linking enterprise goals and IT goals. Factors to be broadly communicated include the business vision, business principles, strategic goals and objectives, and IT priorities.

ValueGovernance
type: Class
comment: Value Governance (VG) principle is to have a relationship between the IT function and the other parts of the business and between the IT function and those functions in the organisation with governance responsibilities, such as the CFO, CEO and the board. The goal of Value Governance is to optimise the value of an organisation’s IT-enabled investments.
subclass of: Value

IdentifyConsumptionConstituencies
type: Class
comment: Identify Consumption Constituencies is the activity associated with identifying the consumption units and definitions for the service and product components.[SME]
subclass of: CostRecoveryManagement

MonitorforEvaluationControl
type: Class
comment: Monitoring and evaluation control objcetives deal with assessing whether or not the current IT system meets the business objectives for which it was designed, does comply with regulatory requirements and the company’s control processes required by internal and external auditors.
subclass of: ControlObjectiveIT

ControlObjectiveIT
type: Class
comment: A framework for Control Objectives for Information and related Technology is the COBIT set of best practices for information (IT) management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI)
subclass of: InformationManagementFramework

Release
type: Class
subclass of: ITService
comment: Release is a collection of new and/or changed CIs which are tested and introduced into the live environment together.

BusinessRelationshipManagement
type: Class
comment: 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].
subclass of: ITServiceManagement

PerformanceManagement
type: Class
subclass of: BusinessManagement
comment: Performance Management integrates multiple forms of performance measurment using managerial, customer, operational and financial methodologies

ITServiceManagement
type: Class
subclass of: ServiceManagement
comment: 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]

Metrics
type: Class
subclass of: Report
comment: A Metric is a measurable element of a service process or function. [SME]

FinancialBudgetManagement
type: Class
comment: 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.
subclass of: ITFinancialManagement

VerifyProcessDesign
type: Class
comment: Verify process design using set up pilot runs to implement production process and handover to process owners
subclass of: DMADV

ApportionedCost
type: Class
subclass of: CostRecovery
subclass of: IndirectExpense
comment: 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]

Asset
type: Class
comment: 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.
subclass of: ServiceArtifact

ValITPortfolioManagement
type: Class
subclass of: ValITPortfolio
subclass of: FinancialPerformanceManagement
comment: Val IT Portfolio Management principle is to ensure that an organisation’s overall portfolio of IT-enabled investments is aligned with and contributing optimal value to the organisation’s strategic objectives.
subclass of: PortfolioManagement

ValITPortfolio
type: Class
comment: Val IT Portfolio is the principle of grouping of programmes, projects, services or assets selected, managed and monitored to optimise business return
subclass of: Portfolio
subclass of: ValITPrinciple

PortfolioManagement
type: Class
comment: 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
subclass of: ServiceManagement

Identity
type: Class
comment: Identity employs many facets that must combine to create a unique descriptor
subclass of: ServiceArtifact
subclass of: ServiceOrientedArchitecture

DeliveryforSupportControl
type: Class
subclass of: ControlObjectiveIT
comment: Delivery and support control objectives focus on the delivery aspects of information technology, the execution of IT applications , the support processes of the IT systems which include security issues and training.

ServiceFunctionality
type: Class
comment: Service functionality unambiguously express the function and the real world effects that result from the service being invoked.
subclass of: ServiceDescription

ServiceDescription
type: Class
subclass of: ServiceInterface
subclass of: Document
subclass of: Service
comment: Service description describes the interface to and semantics of a service
subclass of: ServiceVisibility
subclass of: DefineServices

SOAContract
type: Class
subclass of: ServiceOrientedArchitecture
comment: A SOA Contract is agreed between two or more parties
subclass of: Contract

DetermineTargetPortfolioMix
type: Class
subclass of: EstablishPortfolioCharacteristics
comment: Determine Target Portfolio Mix principle is to have an alignment of investment dimensions with the strategic direction of the enterprise employing an appropriate balance of categories, short- and long-term returns, financial and non-financial benefits, and high-risk vs. low-risk investments.

Application
type: Class
comment: Application refers to both application software and its implementation.
subclass of: Configuration

RequestorAgent
type: Class
subclass of: Agent
subclass of: Consumer
comment: Requester agent is a software agent that wishes to interact with a provider agent in order to request that a task be performed on behalf of its owner the requester entity

Procedure
type: Class
subclass of: BusinessProcess
comment: A procedure is an established series of steps to accomplish a specified task(s). [SME]

BusinessProcess
type: Class
subclass of: Process
subclass of: ConfigurationManagementPlan
subclass of: BusinessLayerTemplate
comment: 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].

DPMO
type: Class
comment: DPMO Defects Per (one) Million Opportunities
subclass of: SixSigma

EnsureAcceptedAccountability
type: Class
subclass of: DefineValueGovernanceProcesses
comment: Ensure Accepted Accountability act is to provide unambiguous definitions of accountabilities and practices that can be clearly assigned and monitoredto avoid a breakdown in internal control and oversight.

EvaluateCandidateBusinessCase
type: Class
subclass of: DetermineCandidateInvestment
comment: Evaluate Candidate Business Case principle is to enable an assessment of the concept looking at strategic alignment; benefits, both financial and non-financial; overall financial worth and risk; and fit with the overall portfolio.

ISO20000
type: Class
subclass of: ITSM
comment: ISO/IEC 20000 is the ISO international standard for IT Service Management
subclass of: ITManagementStandard
subclass of: ISO9000

ITSM
type: Class
subclass of: ServiceOrientedManagement
comment: ITSM (IT Service Management) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business

ISO9000
type: Class
subclass of: BusinessManagementStandard
comment: ISO 9000 is a family of standards for quality management systems. ISO 9000 is maintained by ISO, the International Organization for Standardization and is administered by accreditation and certification bodies
subclass of: QualityManagementSystem

ProblemManagement
type: Class
comment: Problem Managment process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events.
subclass of: ITServiceSupport

ManageProgrammePerformance
type: Class
subclass of: ManageProgramme
comment: Manage Programme Performance action is to use key criteria (e.g., scope, schedule, quality, cost and risk), identify deviations from plan and take timely remedial action when required. Monitor individual project performance related to delivery of the expected capability, schedule, costs and risks to identify potential impacts on programme performance, and take timely remedial action when required.
subclass of: MonitorPerformance

InfrastructureInvestment
type: Class
comment: Infrastrucure Investment act has goal of providing improved use of shared services and integration
subclass of: DiscretionaryInvestment

ConfigurationManagementPlan
type: Class
comment: 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.
subclass of: Plan

Value
type: Class
comment: Value principle is to have end business outcome(s) from an IT-enabled business investment where such outcomes may be financial, non-financial or a combination of the two
subclass of: ValITPrinciple

OptimisingPeople
type: Class
subclass of: PeopleResourceManagementLevel
comment: 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.

AssetStatus
type: Class
subclass of: Asset
subclass of: ITSMArchetype
comment: Asset status the description of the different states of an asset. [SME]

SupportControl
type: Class
subclass of: DeliveryforSupportControl
comment: Support control objectives focus on the support processes of the IT systems which include security issues and training.

MandatoryInvestment
type: Class
subclass of: DefineInvestmentCategories
comment: Mandatory Investment is a non-discretionary investment

Program
type: Class
comment: A (computer science) program is a sequence of instructions that a computer can interpret and execute [DICT]
subclass of: System

System
type: Class
comment: 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.
subclass of: Software

EstablishValueGovernanceReportingRequirements
type: Class
subclass of: EstablishValueGovernanceMonitoringFramework
comment: Establish Value Governance Reporting Requirements principle is to enable senior management’s review of the enterprise’s progress toward identified goals. Including the extent to which planned objectives have been achieved, deliverables obtained, performance targets met and risks mitigated.

PhysicalAgent
type: Class
comment: Physical agent is an entity which percepts through sensors and acts through actuators
subclass of: IntelligentAgent

DevelopCostRecoveryModel
type: Class
comment: Develop Cost Recovery Model is the activity of modeling the products and services and measurement methodology to ensure the right results are achievable.[SME]
subclass of: CostRecoveryManagement

DefineValueGovernanceResponsibilities
type: Class
subclass of: EstablishOrganisationalStructures
comment: Define Value Governance Responsibilities principle is to make a role distinction between accountable / consultated / informed parties, contributing to the portfolio of IT-enabled business investment programmes, individual investment programmes, and other IT assets and services, to allow sufficient authority to exercise the roles and responsibilities assigned.
subclass of: DefineValueGovernanceProcesses

EstablishOrganisationalStructures
type: Class
subclass of: EstablishStrategicDirection
comment: Establish Organisational Structures principle is to put in place an optimal co-ordination, communication and liaison structure between the IT function and various other stakeholders inside and outside the IT function, such as users, suppliers, security officers, risk managers, the corporate compliance group, outsourcers and offsite management.

ValITProgramme
type: Class
subclass of: ValITPrinciple
comment: Val IT Programme is a structured group of interdependent projects that are both necessary and sufficient to achieve the business outcome and deliver value. These projects could include, but are not limited to,changes to the nature of the business, business processes, the work performed by people, as well as the competencies required to carry out the work, enabling technology and organisational structure. The investment programme is the primary unit of investment within Val IT.
subclass of: Programme

Programme
type: Class
comment: 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
subclass of: ProjectPortfolioManagement
subclass of: Initiative

ManageCostRecovery
type: Class
subclass of: CostRecoveryManagement
comment: Manage Cost Recovery is the activity associated with the management of the cost recovery process and control of the pricing structure. [SME]

DoProcess
type: Class
subclass of: DoQuality
comment: Do process by implementing the process procedures

DoQuality
type: Class
comment: Do Quality is to introduce a planned change for improvement.
subclass of: PDCA

CreateConfigurationStructure
type: Class
subclass of: ConfigurationManagement
comment: Creation of a hierarchy of all the CIs that comprise a configuration.

ConfigurationManagement
type: Class
comment: 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]
subclass of: ITServiceSupport

ImplementationControl
type: Class
comment: Implemention control objectives cover implementing IT within the company’s current business processes. It also addresses the development of a maintenance plan that a company should adopt in order to prolong the life of an IT system and its components.
subclass of: AcquisitionforImplementationControl

AcquisitionforImplementationControl
type: Class
subclass of: ControlObjectiveIT
comment: Acquire and implement control objectives cover the identification of IT requirements, acquiring the technology, and implementing it within the company’s current business processes. It also addresses the development of a maintenance plan that a company should adopt in order to prolong the life of an IT system and its components.

BusinessProcessManagement
type: Class
subclass of: BusinessMethodology
comment: Business Process Management ( BPM) refers to activities performed by organizations to manage and, if necessary, to improve their business processes.

BusinessMethodology
type: Class
comment: Business methodology defines principles of methods, rules, and postulates employed for a particular procedure or set of procedures
subclass of: BusinessManagement

StandardisedGovernance
type: Class
subclass of: GovernanceManagementLevel
comment: 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.

ServiceInformationModel
type: Class
subclass of: InformationModel
comment: Service information model is a characterization of the information that may be exchanged with the service. It includes the format of information that is exchanged, the structural relationships within the exchanged information and also the definition of terms used. [SOARM]

AssetManagement
type: Class
subclass of: FinancialManagement
subclass of: ITServiceSupport
comment: 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]

AllocatedCost
type: Class
comment: 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]
subclass of: DirectExpense
subclass of: CostRecovery

DirectExpense
type: Class
comment: 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.
subclass of: FinancialManagement

InitialGovernance
type: Class
comment: 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.
subclass of: GovernanceManagementLevel

Provenance
type: Class
comment: Provenance is the origin or source from which something comes, and the history of subsequent owners (also known as Chain of custody in some fields)
subclass of: ServiceArtifact

ContinuousServiceImprovementProgramme
type: Class
comment: 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.
subclass of: Programme

ActionImprovement
type: Class
comment: Action Improvement is to take action based on what you learned in the check step: If the change did not work, go through the cycle again with a different plan. If you were successful, incorporate what you learned from the test into wider changes. Use what you learned to plan new improvements, beginning the cycle again.
subclass of: PDCA

PDCA
type: Class
comment: Plan, do, check, act (aka the Deming Cycle, Shewhart cycle, or Deming Wheel) is an iterative four-step quality control strategy
subclass of: QualityControl

InitialServiceCulture
type: Class
subclass of: ServiceCultureLevel
comment: Tool and technology based and driven, with a strong activity focus. IT is an infrastructure provider (hardware, software, networks)

PerformanceSLAComplianceReporting
type: Class
subclass of: ServiceLevelManagement
comment: 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]
subclass of: ProcessPerformanceManagement

SecurityManagement
type: Class
subclass of: BusinessManagement
comment: 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.

StateDiagram
type: Class
comment: Classic state diagrams are so called "or" diagrams, because the machine can only be in one state or the other. Harel statecharts model "and" machines, where a machine is in two or more states at the same time. This is due in part to the modelling of superstates and in part to the modelling of concurrent machines.
subclass of: InformationModel

ApplicationProfile
type: Class
subclass of: Profile
comment: 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).
subclass of: Application

Profile
type: Class
subclass of: ServiceArtifact
comment: Profile is a representation of something in outline [DICT]

RepeatablePeople
type: Class
subclass of: PeopleResourceManagementLevel
comment: Better defined, but self contained roles and responsibilities. Recognition of first and second line support. Technical training opportunities approved by role.

ITFinancialManagement
type: Class
comment: 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).
subclass of: FinancialManagement
subclass of: ITServiceDelivery

InformationSecurityManagement
type: Class
comment: 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].
subclass of: SecurityManagement
subclass of: BusinessofInformationManagement

Process
type: Class
subclass of: ServiceArtifact
comment: 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]

MonitorlPortfolioPerformance
type: Class
comment: Monitor Portfolio Performance principle is to provide a succinct, all-round view of the performance of the portfolio to the board and executive management in a timely and accurate fashion, and in a way that fits within the enterprise monitoring system. Management reports should be provided for senior management’s review of the enterprise’s progress toward identified goals. Status reports should include the extent to which planned objectives have been achieved, deliverables obtained, performance targets met and risks mitigated.
subclass of: MonitoringControl
subclass of: MonitorPerformance
subclass of: CheckQuality
subclass of: ValITPortfolioManagement

MonitoringControl
type: Class
subclass of: MonitorforEvaluationControl
comment: Monitoring control objcetives deal with assessing whether or not the current IT system meets the business objectives for which it was designed, does comply with regulatory requirements and the company’s control processes required by internal and external auditors.

CheckQuality
type: Class
subclass of: PDCA
comment: Check Quality is to review outcome of a test for change, analyze the results and identify what you’ve learned.

ConfigurationIdentification
type: Class
comment: 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.
subclass of: Configuration

DevelopInvestmentOpportunity
type: Class
comment: Develop Investment Opportunity principle is to create value in support of business strategy or to address operational or compliance issues. Clarify expected business outcome(s) and identify, at a high level, business, process, people, technology and organisational initiatives required to achieve the expected outcomes. These requirements should be owned by business management acting as sponsor for the overall opportunity including the necessary IT projects.
subclass of: InvestmentManagement

InvestmentManagement
type: Class
comment: Investment Management principle is to ensure that an organisation’s IT-enabled investment programmes deliver optimal value at an affordable cost with a known and acceptable level of risk.
subclass of: ValITProgramme

Service
type: Class
subclass of: ServiceOrientedArchitecture
comment: Service represents a particular, described, pattern of behavior. A service is an abstract resource that represents a capability of performing tasks that represents a coherent functionality from the point of view of provider entities and requester entities. To be used, a service must be realized by a concrete provider agent

ServiceOrientedManagement
type: Class
comment: Service oriented management (SOM) is the operational management of a service delivery capability using business objectives to drive system behaviour.
subclass of: BusinessofInformationManagement

CheckProcess
type: Class
subclass of: ITILBestPractice
subclass of: ControlObjectiveIT
comment: Check process by monitoring and evaluate the process performance and procedural results against objectives, specifications to report the outcome
subclass of: CheckQuality

QualityManagementSystem
type: Class
subclass of: BusinessMethodology
comment: Quality Management System (QMS) is set of policies, processes and procedures required for planning and execution (Production / Development / Service) as core business area of an Organization. QMS promotes employing methods to identify, measure, control and improve the various core business processes that will ultimately lead to improved business performance.

Actor
type: Class
comment: An Actor can be a person or an organization or a piece of technology – someone or something that does something
subclass of: ServiceOrientedArchitecture

Initiative
type: Class
subclass of: ServiceArtifact
comment: 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.

InitialPeople
type: Class
subclass of: PeopleResourceManagementLevel
comment: Loosely defined roles or responsibilities. Ad hoc training. Technical excellence.

ServiceManager
type: Class
subclass of: Role
comment: 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].

BaselinePlan
type: Class
comment: 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]
subclass of: Plan
subclass of: BaselineDocumentation

BaselineDocumentation
type: Class
subclass of: ConfigurationIdentification
subclass of: ConfigurationManagementPlan
subclass of: ConfigurationProfile
comment: 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.

ProcessModel
type: Class
comment: Process model traces what actually happens during a process.
subclass of: InformationModel

ServiceManagement
type: Class
subclass of: ServiceOrientedManagement
comment: Management of services to meet the customer's requirement [OGC ITIL]

ServiceVisibility
type: Class
comment: Service Visibility is the capacity for those with needs and those with capabilities to be able to see each other. Visibility is the relationship between service consumers and providers that is satisfied when they are able to interact with each other. Preconditions for visibility are awareness, willingness, and reachability.
subclass of: ServiceOrientedArchitecture

ValITProject
type: Class
subclass of: ValITPrinciple
comment: Val IT Project principle is to have a structured set of activities concerned with delivering to the enterprise a defined capability (that is necessary but NOT sufficient to achieve a required business outcome) based on an agreed schedule and budget
subclass of: Project

Project
type: Class
comment: 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]
subclass of: ProjectPortfolioManagement
subclass of: Programme

DirectCost
type: Class
subclass of: CostRecovery
comment: 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]

DefineProcessDesignGoals
type: Class
subclass of: DMADV
comment: Define process design goals to be consistent with customer demands and enterprise strategy

OptimisingGovernance
type: Class
comment: 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.
subclass of: GovernanceManagementLevel

Depreciation
type: Class
comment: 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]
subclass of: MeasureUtilizationConsumption

MeasureUtilizationConsumption
type: Class
comment: Measure Utilization Consumption is the activity associated with identifying the consumption units and definitions for the service and product components.[SME]
subclass of: CostRecoveryManagement

PlanforOrganizationalControl
type: Class
subclass of: ControlObjectiveIT
comment: Planning and Organization control objectives cover the use of technology to achieve a company’s goals and objectives. It also highlights the organizational and infrastructural form IT is to take in order to achieve the optimal results and to generate the most benefits from the use of IT

DetermineMeasurementCapabilities
type: Class
subclass of: ServiceLevelManagement
comment: Determine Measurement Capabilities activities ascertain existing tools and methodologies available to collect and record measurable metrics around performance [SME]

ITAsset
type: Class
subclass of: Restriction
  on property: hasNonPreferredLabel
  has value: Asset
subclass of: Asset
comment: 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]

hasNonPreferredLabel
type: DatatypeProperty
domain: ServiceManagement
comment: A label for the concept that is accurate but not preferred

DeliveryControl
type: Class
comment: Delivery control objectives focus on the delivery aspects of information technology and the execution of IT applications which include security issues and training.
subclass of: DeliveryforSupportControl

Event
type: Class
comment: Event is something that takes place at a particular place and time
subclass of: ServiceArtifact

DevelopProgrammePlan
type: Class
subclass of: InvestmentManagement
comment: Develop Programme Plan principle is defining and documenting all projects, including business, business process, people, technology and organisational projects, required to achieve the programme’s expected business outcomes. Specify required resources, including project managers and project teams as well as business resources where applicable. Specify funding, timing and interdependencies of multiple projects. Specify the basis for acquiring and assigning competent staff members and/or contractors to the projects.
subclass of: PlanforOrganizationalControl
subclass of: PlanQualiity
subclass of: PlanningControl

PlanQualiity
type: Class
comment: Plan Quality is to recognize when there is improvement opportunity to drive change.
subclass of: PDCA

PlanningControl
type: Class
comment: Planning control objectives cover the use of technology to achieve a company’s goals and objectives. It also highlights the organizational and infrastructural form IT is to take in order to achieve the optimal results and to generate the most benefits from the use of IT
subclass of: PlanforOrganizationalControl

MessageModel
type: Class
comment: Message model is a predefined message format
subclass of: InformationModel

DataModel
type: Class
comment: Data model is an abstract model that describes how data is represented and used
subclass of: InformationModel

EvaluateControl
type: Class
subclass of: MonitorforEvaluationControl
comment: Evaluation control objectives deal with assessing whether or not the current IT system meets the business objectives for which it was designed, does comply with regulatory requirements and the company’s control processes required by internal and external auditors.

ReferenceModel
type: Class
subclass of: InformationModel
comment: Reference model is an abstract framework for understanding significant relationships among the entities of some environment

ITServiceAsset
type: Class
subclass of: Restriction
  has value: Asset
  on property: hasPreferredLabel
comment: 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]
subclass of: ITAsset

DMAIC
type: Class
comment: DMAIC define , measure, analyze, improve, control process
subclass of: PDCA
subclass of: SixSigma

DevelopResourcingPlan
type: Class
comment: Develop Resourcing Plan principle is for resources that are required to support the portfolio of IT-enabled investment programmes and the IT strategic plan. These tactical plans describe how IT initiatives will contribute to the programmes, which resources are required, and how the use of resources and delivery of the expected contribution will be monitored.
subclass of: ManageResourceProfiles

ManageResourceProfiles
type: Class
subclass of: ValITPrinciple
comment: Manage Resource Profiles..

InteractionPolicy
type: Class
comment: Interaction policy are characteristics of an interaction controlled by a formal agreement
subclass of: SOAPolicy

SOAPolicy
type: Class
subclass of: Policy
comment: A SOA Policy is owned and operated by a single party
subclass of: ServiceOrientedArchitecture

TemporalAgent
type: Class
comment: Temporal agent may use time based stored information to offer instructions or data acts to a computer program or human being and takes program inputs percepts to adjust its next behaviors
subclass of: IntelligentAgent

AcquisitionControl
type: Class
subclass of: AcquisitionforImplementationControl
comment: Acquisition control objectives cover the identification of IT requirements, acquiring the technology within the company’s current business processes. It also addresses the development of a maintenance plan that a company should adopt in order to prolong the life of an IT system and its components.

CostManagement
type: Class
subclass of: FinancialManagement
comment: Cost Management employs all the procedures, tasks and deliverables that are needed to fulfil an organization’s costing and charging requirements.

ReportProgrammePerformance
type: Class
subclass of: ManageProgrammePerformance
comment: Report Programme Performance action is to ensure that programme performance and IT’s contribution to that performance are reported to the board and executive in a timely and accurate fashion. Reporting may include performance against the overall portfolio, IT strategy, compliance with policy and standards, benefit realisation, process maturity, end-user satisfaction, and the status of IT internal control.

MaintainHumanResourceInventory
type: Class
comment: Maintain Human Resource Inventory principle is of current IT human resources, their competencies, their current and committed utilisation and key personnel that are in short supply.
subclass of: InventoryManagement
subclass of: SkillSetManagement
subclass of: ManageResourceProfiles

DevelopBenefitsRealisationPlan
type: Class
comment: Develop Benefits Realisation Plan principle is to have each key outcome, identify and document baseline and target measurements to be achieved, the method formeasuring each key outcome, the accountability for achieving the outcome, the expected delivery schedule, and the monitoring process, which should include some form of detailed benefits register, along with an explanation of the risks that may threaten the achievement of each key outcome and how those risks will be mitigated.
subclass of: DevelopProgrammePlan

TransactionalInvestment
type: Class
comment: Transactional Investment act has goal of processing transactions to reduce the cost of doing business
subclass of: DiscretionaryInvestment

Budget
type: Class
subclass of: Policy
comment: A Budget is an expression of organizational policies and operational plans in financial terms. [SME]

Policy
type: Class
comment: A Policy is a rule and / or regulation set by the organization.[SME]
subclass of: ConfigurationManagementPlan
subclass of: ServiceArtifact

ActionProcessImprovement
type: Class
comment: Action process improvement for required outcome. This means reviewing and modifying the process to improve it before its next implementation
subclass of: ActionImprovement

OptimisingServiceCulture
type: Class
comment: 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.
subclass of: ServiceCultureLevel

IncidentManagement
type: Class
comment: 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].
subclass of: ITServiceSupport

Portfolio
type: Class
comment: Portfolio is a grouping of financial assets held [DICT]
subclass of: Asset

DevelopProgrammeBusinessCase
type: Class
subclass of: DevelopProgrammePlan
comment: Develop Programme Business Case principle is making programme consistent with the enterprise’s standard business case requirements. The business case should include an executive summary; a description of the programme purpose, objectives, approach and scope; programme dependencies, risks and milestones; organisational change impact of the programme; a value assessment; and a programme plan. The programme value assessment should include full economic life cycle costs and benefits, both financial and non-financial; overall financial worth; strategic alignment; risks, both delivery and benefits risks; the programme’s overall relative value scoring; and any key assumptions. The programme plan should include component project plans, a benefits realisation plan, the approach to risk and change management, and the programme governance structure and controls. The IT function manager signs off on the technical aspects of the programme. The business sponsor approves and signs off on the business case.

ApplicationPortfolioManagementSystem
type: Class
subclass of: TechnologyPortfolioManagement
comment: 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]

TechnologyPortfolioManagement
type: Class
comment: 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]
subclass of: PortfolioManagement

SoftwareProgram
type: Class
comment: Software Program is the directly executable part of a software object.
subclass of: Program
subclass of: Software

PredictableServiceCulture
type: Class
subclass of: ServiceCultureLevel
comment: IT Organisation provides help and advice to business. Business focused with an understanding of the wider issues.

ServiceLevelAgreement
type: Class
comment: 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.
subclass of: Contract

ProcessControlEvent
type: Class
subclass of: Event
comment: Process control event is an occurrence that has happened and has been registered

AnalyzeCausalityFactors
type: Class
comment: Analyze causality factors to determine what the relationship is and attempt to ensure that all causality factors have been considered
subclass of: DMAIC

AssignAccountabilityOwnership
type: Class
subclass of: DevelopProgrammePlan
comment: Assign Accountability Ownership principle is to have accountability for achieving the benefits, controlling the costs, managing the risks, and co-ordinating the activities and interdependencies of multiple projects clearly and unambiguously assigned and monitored. Where accountability is assigned, such accountability must be accepted, there must be a clear mandate and scope, and the person accountable must have sufficient authority and latitude to act, requisite competence, commensurate resources, clear lines of accountability, an understanding of rights and obligations, and relevant performance measures.

EnsureInformedCommittedLeadership
type: Class
comment: Ensure Informed Committed Leadership principle is to ensure all executives have a sound understanding of strategic IT issues, such as dependence on IT, and technology insights and capabilities. Communications focus on a common and agreed understanding between the business and the IT function regarding the potential impact of IT on the business strategy.
subclass of: EstablishStrategicDirection

ControlConfiguration
type: Class
subclass of: ConfigurationManagement
comment: 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.

AnalyzeProcessDesign
type: Class
comment: Analyze process design to develop and design alternatives, such as, create high-level design and evaluate design capability to select the best design
subclass of: DMADV

ServiceDesk
type: Class
subclass of: ITServiceManagement
comment: 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).

RefineCostRecoveryModel
type: Class
comment: Refine Cost Recovery Model is the activity of taking the lessons learned from model refining than implementing the cost recovery model. [SME]
subclass of: CostRecoveryManagement

ConfigurationBaseline
type: Class
comment: Configuation 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.
subclass of: CreateConfigurationStructure

Provider
type: Class
subclass of: Actor
comment: Provider is an entity (people or enterprise) with service capabilities

Agreement
type: Class
comment: 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
subclass of: Document
subclass of: ServiceArtifact

OperatingBudget
type: Class
comment: Operating Budget is produced by the traditional process of identifying costs by account type ands summarizing them by month and year.
subclass of: Budgeting
subclass of: Budget

TCO
type: Class
subclass of: FinancialManagement
comment: 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.

ScoreBusinessCase
type: Class
comment: Score Business Case principle is to enable comparison by performing a detailed assessment of the business case evaluating strategic alignment; benefits, both financial and non-financial; financial worth; risk, including delivery risk and benefits risk; and availability of resources. Assign a relative score based upon evaluation criteria and their weighting for this category of investment.
subclass of: EvaluateCandidateBusinessCase

ServiceOutageAnalysis
type: Class
comment: Systems / service Outage Analysis is an Availability / problem Management technique used to analyze downtime and to identify opportunities for improvement [ITSMF]
subclass of: Analytics

ITServiceTotalCostOwnership
type: Class
subclass of: ITFinancialManagement
comment: 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.
subclass of: TCO

ApplicationSoftware
type: Class
comment: 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.
subclass of: Application
subclass of: System

InitiateProgramme
type: Class
comment: Initiate Programme action the is resourcing and commissioning projects required to achieve the programme results.
subclass of: DoQuality
subclass of: ManageProgramme

UpdateBusinessCase
type: Class
subclass of: ManageProgrammePerformance
comment: Update Business Case action is to reflect the current status of the programme. This should be done whenever the projected costs or benefits of the programme change, when risks change, and in preparation for stage-gate reviews.

DevelopUnderstandingofCandidate
type: Class
comment: Develop Understanding of Candidate principle is using appropriate methods and techniques, involving all key stakeholders, to develop and document a complete and shared understanding of the expected business outcomes (both intermediate, or ‘lead’, and end, or ‘lag’, outcomes) of the candidate programmes, how they will be measured, and the full scope of initiatives required to achieve the expected outcomes. These initiatives should include any changes required to the nature of the enterprise’s business, business processes, people skills and competencies, enabling technology and organisation structure. The nature of each initiative’s contribution, how that contribution will be measured and all key assumptions should be identified. Relevant metrics or similar indicators to monitor the validity of these assumptions should be identified. Key risks, both to the successful completion of individual initiatives and to the achievement of the desired outcomes, should also be identified.
subclass of: DevelopInvestmentOpportunity

MonitorOptimalPortfolioPerformance
type: Class
subclass of: MonitorlPortfolioPerformance
comment: Monitor Optimal Portfolio Performance principle is to maximize opportunities for synergies and mitigate risks.

DefineValueGovernanceInformationRequirements
type: Class
comment: DefineValue Governance Information Requirements act is the collection of timely and accurate data that align with the balanced set of performance objectives, measures, targets and benchmarks that are approved by the business and other relevant stakeholders.
subclass of: EstablishValueGovernanceMonitoringFramework

MeasureCurrentProcess
type: Class
comment: Measure current process to collect relevant data for future comparison
subclass of: DMAIC
subclass of: CheckQuality

RepeatableServiceCulture
type: Class
subclass of: ServiceCultureLevel
comment: Product and service base and driven. Team and product orientation. Customer awareness and promotion

PredictablePeople
type: Class
comment: 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.
subclass of: PeopleResourceManagementLevel

DevelopCostRecoveryPlan
type: Class
comment: Develop Cost Recovery Plan activity associated with planning the cost recovery methodology I.e. chargeback, corporate tax [SME]
subclass of: CostRecoveryManagement

Risk
type: Class
subclass of: Metrics
comment: Risk is a measure of the exposure to which an organization may be subject. [ITSMF]

EstablishInvestmentThreshold
type: Class
subclass of: ValITPortfolioManagement
comment: Establish Investment Threshold principle is to determine the overall budget available for the portfolio, the current commitment of that budget, the current approved spend and the actual spend to date.

XMLSchema
type: Class
subclass of: MetadataManagement
subclass of: MessageModel
comment: XML schema is a type of XML document, typically expressed in terms of constraints on the structure and content of documents of that type, above and beyond the basic syntax constraints imposed by XML itself.
subclass of: StructuralMetadata
subclass of: InformationModel
subclass of: Document

OrganizationforControl
type: Class
subclass of: PlanforOrganizationalControl
comment: Organization control objectives highlights the organizational and infrastructural form IT is to take in order to achieve the optimal results and to generate the most benefits from the use of IT

StandardisedPeople
type: Class
subclass of: PeopleResourceManagementLevel
comment: 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.

RepeatableGovernance
type: Class
comment: 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)
subclass of: GovernanceManagementLevel

ManageBenefits
type: Class
subclass of: ManageProgrammePerformance
comment: Manage Benefits action is performed by implementing a benefit monitoring process to ensure that planned benefits are achieved, sustained and optimised. Benefit delivery should be monitored and reported. The performance against targets should be regularly reviewed and root cause analysis performed for deviations from plan. Remedial action to address the underlying causes should be initiated and controlled.

ControlProcess
type: Class
comment: Control process to ensure that any factorial variances are corrected before they result in defects
subclass of: DMAIC

DesignOptimalProcess
type: Class
subclass of: DMADV
comment: Design optimal process with design verification activity, such as, process simulation

TransformationalInvestment
type: Class
subclass of: DiscretionaryInvestment
comment: Transformational Invesment act has goal of gaining a competitive advantage or major innovation

AssemblyCI
type: Class
comment: An Assembly CI (Configuration Item) is a configuration item comprising other CIs [ITSMF]
subclass of: CreateConfigurationStructure

RetireProgramme
type: Class
subclass of: ManageProgramme
subclass of: ActionImprovement
comment: Retire Programme action is to remove programme from the active portfolio and ensure that all the lessons learnt from the programme are reviewed and any necessary changes implemented to improve the programme management process.

PerformGapAnalysis
type: Class
comment: Perform Gap Analysis principle is to identify shortfalls between current and future IT and business resource demand and resource supply.
subclass of: ManageResourceProfiles

DevelopBusinessCase
type: Class
comment: Develop Business Case principle is to describe the business outcome(s) to which the potential programme will contribute, the nature of the programme’s contribution, and how that contribution would be measured. High-level benefits, both financial and non-financial, and costs for the full economic life cycle of the programme should be estimated. Any key assumptions should be stated. Key risks should be identified, along with their potential impact and mitigation strategies.
subclass of: DevelopInvestmentOpportunity

ActionModel
type: Class
subclass of: InformationModel
comment: Action model of a service is the characterization of the actions that may be invoked against the service.

QualityControl
type: Class
comment: Quality control is used to ensure products or services are designed and produced to meet or exceed customer requirements
subclass of: QualityManagementSystem

ConfigurationStatusAccounting
type: Class
subclass of: PerformStatusAccounting
comment: Configuration Status Accounting is the task of recording the state of a CI at any point in time, past , present or future. [ITSMF]

ConfigurationItem
type: Class
comment: 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]
subclass of: Configuration

RiskMeasure
type: Class
comment: 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]
subclass of: Measurement

SOAProcessModel
type: Class
comment: SOA process model characterizes the temporal relationships between and temporal properties of actions and events associated with interacting with the service.
subclass of: ProcessModel

StandardisedServiceCulture
type: Class
subclass of: ServiceCultureLevel
comment: Service and Customer oriented with a formalised approach. Asesses Customer satisfaction. Utilises Account managers.

ObjectModel
type: Class
subclass of: InformationModel
comment: Object model has two related but distinct meanings. [1] The properties of objects in general, in a specific computer programming language, technology, notation or methodology that uses them. [2] A collection of objects or classes through which a program can examine and manipulate some specific part of its world

ServiceBehavioralModel
type: Class
subclass of: InformationModel
comment: Service behavioral model is an abstract definition of an executable service

IdentifyResourceRequirements
type: Class
subclass of: ManageResourceProfiles
comment: Identify Resource Requirements principle is to understand the current and future demand for IT resources based on the current and forward view of the portfolio plus IT-enabled change programmes.

MonitorResourceRequirementsVersusUse
type: Class
comment: Monitor Resource Requirements Versus Utilisation principle is to review the IT function and business organisational structure to adjust staffing requirements and sourcing strategies to meet expected business objectives and respond to changing circumstances.
subclass of: MonitorlPortfolioPerformance

ProviderAgent
type: Class
comment: Provider agent is an agent that is capable of and empowered to perform the actions associated with a service on behalf of its owner the provider entity
subclass of: Agent
subclass of: Provider

ReprioritisePortfolio
type: Class
comment: Reprioritise Portfolio principle is to enable a refocus when changes occur to the internal or external business environment, or when programme business cases are updated to reflect changes in requirements or programme performance. Re-evaluate whether the portfolio is aligned with the business strategy and the target mix of investments is maintained so the portfolio is achieving maximum overall value. This may require programmes to be changed, deferred or retired, and new programmes to be initiated.
subclass of: ValITPortfolioManagement

MeasureProcess
type: Class
subclass of: DMADV
comment: Measure process to identify CTQs (critical to qualities), product capabilities, production process capability, and risk assessments

DefineValueGovernanceRoles
type: Class
comment: Define Value Governance Roles principle is to award all participants, involved in the portfolio of IT-enabled business investment programmes, individual investment programmes, and other IT assets and services, sufficient authority to exercise the roles and responsibilities assigned.
subclass of: DefineValueGovernanceProcesses
subclass of: EstablishOrganisationalStructures

ServiceProvider
type: Class
subclass of: ServiceArtifact
comment: 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 .

ConfigurationSet
type: Class
comment: A Configuration Set is a group of Configuration Items that normally belong together [ITSMF]
subclass of: CreateConfigurationStructure

PlanProcess
type: Class
comment: Plan proces to establish the objectives and procedures necessary to deliver results in accordance with requirement specifications
subclass of: PlanQualiity

PerformAlternatesAnalysis
type: Class
subclass of: DevelopInvestmentOpportunity
comment: Perform Alternatives Analysis principle is to achieve the desired business outcomes. Assess the relative benefits, costs, risks and timing for each identified course of action. Select the course of action that has the highest potential value, at an affordable cost with an acceptable level of risk. Document the rationale for recommending the selected course of action. Business management should assess the business impact of the alternative courses of action, and the IT function should assess the technical impact.

ImplementValueGovernanceProcess
type: Class
comment: Implement Value Governance Process is to actuate the active linkage amongst the enterprise strategy, the portfolio of IT-enabled investment programmes, the individual investment programmes, and the business and IT projects that make up the programmes.
subclass of: EstablishValueGovernanceControlFramework

InformationalInvestment
type: Class
comment: Informational Investment act has goal of providing better information
subclass of: DiscretionaryInvestment

IdentifyLifeCycleCostBenefits
type: Class
comment: Identify Life Cycle Cost Benefits principle is to make programme budget that reflects the full economic life cycle costs and financial and non-financial benefits for review, refinement and approval by the business sponsor.
subclass of: DevelopProgrammePlan

BusinessRelationshipManager
type: Class
comment: Business Relationship Management is a role responsible for maintaining the relationship with one or more customers. This role is often combined with the Service Level Manager Role [OGC].
subclass of: ServiceManager

EstablishSLAReporting
type: Class
subclass of: ServiceLevelManagement
comment: Establish SLA Reporting activities focus on reaching consensus from all stakeholders and enter contractual agreement [SME]

ImproveProcess
type: Class
comment: Improve process based upon the analysis of factors
subclass of: DMAIC

ServiceLevelManager
type: Class
subclass of: ServiceManager
comment: Service Level Manager is a role responsible for ensuring Service Level Agreements meet the needs of one or more customers. This role is often combined with the Business Relationship Manager Role.

DefineProcessImprovementGoals
type: Class
subclass of: DMAIC
comment: Define process improvement goals that are consistent with customer demands and enterprise strategy

OperationalLevelAgreement
type: Class
subclass of: Contract
comment: OLA is an internal agreement covering the delivery of services which support the IT organization in their delivery of services.

AssessPortfolioImpact
type: Class
comment: Assess Portfolio Impact principle is the determination of the impact on the overall portfolio of adding a candidate programme to the portfolio mix. Identify viability of any changes that might be required to other programmes in the portfolio as a result of adding this programme.
subclass of: DetermineCandidateInvestment

ApplicationPortfolio
type: Class
comment: 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.
subclass of: Portfolio
subclass of: ApplicationManagement
subclass of: TechnologyPortfolioManagement

agent action
type: ObjectProperty
comment: Agent action is an action performed by an agent, possibly as a result of receiving a message, or which results in sending a message or other observable state change
domain: Class
  union of: Agent
  union of: DoProcess

policy assertion
type: ObjectProperty
comment: Policy assertions are about the relationship between the service and its execution context
domain: Class
  union of: SOAPolicy
  union of: ServiceDescription

semantic engagement
type: ObjectProperty
domain: Class
  union of: ServiceInformationModel
  union of: Service
comment: semantic engagement of a system is a relationship between the system and information it may encounter.

data structure
type: ObjectProperty
domain: Class
  union of: StructuralMetadata
  union of: ServiceInterface
comment: Data structure describes the encoding of character data, the format of the data and the data types associated with elements of the information.

domain semantics
type: ObjectProperty
domain: Class
  union of: ServiceInterface
  union of: Actor
comment: Domain semantics enable providers and consumers to identify unambiguously those definitions that are relevant to their respective domains.

service role
type: ObjectProperty
comment: service role is an abstract set of tasks which is identified to be relevant by a person or organization offering a service. Service roles are also associated with particular aspects of messages exchanged with a service
domain: Class
  union of: IntelligentAgent
  union of: Service
  union of: Role

DiscoveryMediation
type: ObjectProperty
domain: Class
  union of: ServiceVisibility
  union of: Registry
comment: Discovery mediation uses mediated discovery pattern which is a transition point from the reference architecture to reference implementations implementing SOA visibility in an automated fashion

perform task
type: ObjectProperty
comment: service performs one or more tasks
domain: Class
  union of: Service
  union of: IntelligentAgent
  union of: Agent
  union of: DoProcess

hasCapability
type: DatatypeProperty
comment: capability is a named piece of functionality (or feature) that is declared as supported or requested by an agent
domain: Class
  union of: ITInfrastructure
  union of: ServiceInformationModel

valueArchetype
type: DatatypeProperty
domain: ServiceCategory
comment: points to an Archetype value

hasAction
type: DatatypeProperty
domain: Class
  union of: ServiceInformationModel
  union of: StateDiagram
  union of: ActionModel
  union of: ServiceTask
comment: action may result in a desired goal state

hasGoalState
type: DatatypeProperty
comment: goal state is a state of some service or resource that is desireable from some person or organization's point of view
domain: Class
  union of: Service
  union of: Effect
  union of: DefineProcessImprovementGoals
  union of: DefineValueGovernanceInformationRequirements

hasSOADescriptive
type: DatatypeProperty
comment: SOA depends on a wide variety of descriptions to characterize the needs and capabilities it can facilitate connecting. SOA description elements, such as real world effects produced by a service and those desired by the consumers, provide the basis for determining the match between consumers and providers
domain: Class
  union of: Service
  union of: Information
sub property of: hasDescriptive

isParameter
type: DatatypeProperty
domain: ServiceParameter
comment: pointer to value of parameter in an onotology

hasTaxonomy
type: DatatypeProperty
comment: reference to a taxonomy scheme
domain: Class
  union of: ServiceCategory
  union of: Actor
  union of: Ontology

Siemens
type: ServiceProvider
comment: Siemens is a $96 billion electronics company with 460,000 employees in 190 countries.

T-Mobile
type: ServiceProvider
comment: 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

BlackBerry 7290
type: Blackberry
comment: 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

Cognizant Technology Solutions
type: ServiceProvider
comment: Headquartered in New Jersey, with more than 25,000 employees worldwide, Cognizant is a global leader in IT services