Glossary

The state of being fully prepared for an action or activity. Service Readiness ensures that the support teams, documentation, and users are ready for a new release.

The state of a backlog item when it has enough information to be pulled into a sprint. The "Definition of Ready" (DoR) is the checklist a user story must pass to be accepted by the team.

A document stating results achieved or providing evidence of activities performed. Records are immutable (once written, they document the past). Examples: Incident Record, Change Record.

The maximum acceptable amount of data loss measured in time. If RPO is 1 hour, you can lose up to 1 hour of data in a disaster.

The maximum acceptable period of time following a service disruption that can elapse before the service is restored.

A version of a service or other configuration item, or a collection of configuration items, that is made available for use.

The probability that a system, service, or component will perform its required function under stated conditions for a specified period of time.

A unified presentation of data and information to support decision making.

A central location in which data is stored and managed. In software, usually refers to a Version Control System (Git) repository.

A description of a proposed change used to initiate change control. It contains details of the proposed change, including the business case, risk assessment, and implementation plan.

A statement of what a system must do or a characteristic it must have. Requirements can be Functional (behavior) or Non-Functional (quality criteria like speed, security).

The action of solving an incident or problem. The state when the service is restored to normal operation.

A person, or other entity, that is required for the execution of an activity or the achievement of an objective. Resources can be IT infrastructure, people, money, or anything else that helps deliver a service.

The act of permanently removing a product, service, or configuration item from use.

A reverse proxy is a server that sits in front of one or more web servers, intercepting requests from clients. This is different from a forward proxy, where the proxy sits in front of the clients. With a reverse proxy, when clients send requests to the origin server of a website, those requests are intercepted by the reverse proxy server.

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk is defined by Uncertainty of Outcome and can be positive (opportunity) or negative (threat).

An activity to identify, analyze, and evaluate risks. It involves understanding the likelihood of a risk occurring and the impact if it does.

The process of handling risks. This involves planning the approach, assessing risks, and implementing responses (Avoid, Mitigate, Transfer, Accept).

A set of responsibilities, activities, and authorities granted to a person or team. A role is different from a job title; one person can hold multiple roles.