1
The process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
2
A change that must be introduced as soon as possible; for example, to resolve a major incident incident or security breech.
3
A preauthorized change that is low risk, relatively common, and follows a procedure or work instruction - for example, re-installing a new SSL Certificate on a server or a standard CX SMO.
4
A database or structured document with information about all current IT services, including those available for deployment
5
When a user doesn't have an issue or problem and only wants an enhancement or something new.
6
A formal proposal for a change to be made.
7
When a user has an issue with a service we support., when something is broken, or when something is not working as expected, they report a ...
8
Used to identify the relative importance of an incident, problem, or change.
9
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Something that is provided to one or more Customers, by an IT Service Provider; directly consumed by the end user to do their work and is something they ask for and recognize.
10
The underlying cause of an incident can be linked to a ...
11
A measure of how long it will be until an incident, problem, or change has a significant impact on the business.
12
The addition, modification, or removal of anything that could have an effect on IT services.
13
A measure of the effect of an incident, problem, or change on business processes.
