TERM

DEFINITION

Database

In IT Service Management, a Database is a structured collection of data, used to support one or more Processes. A Database of this sort does not need to be a single physical Database, but may consist of various data sources and tools that together meet the requirements. For example, Configuration Management Database, Capacity Database, Availability Database, Application Portfolio.

Definitive Hardware Store (DHS)

(Release Management) One or more physical locations in which hardware Configuration Items are securely stored when not in use. All hardware in the DHS is under the control of Change and Release Management and is recorded in the CMDB. The DHS contains spare parts, maintained at suitable revision levels, and may also include hardware that is part of a future Release.

Definitive Software Library (DSL)

(Release Management) One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored. The DSL may also contain associated CIs such as licenses and documentation. The DSL is a single logical storage area even if there are multiple locations. All software in the DSL is under the control of Change and Release Management and is recorded in the CMDB. Only software from the DSL is acceptable for use in a Release.

Deliverable

Something that must be provided to meet a commitment in a Service Level Agreement or a Contract. Deliverable is also used in a more informal way to mean a planned output of any Process.

Delta Release

(Release Management) A Release that includes only those Components of a Release Unit that have actually changed since the last Release. A Delta Release is also referred to as a partial Release. See Release Type.

Demand Management

(Capacity Management) Optimising the use of Capacity by moving Workload to less utilised times, Servers, or places. Demand Management often uses Differential Charging to encourage Customers to use IT Services at less busy times. Demand Management also makes use of other techniques such as limiting the number of concurrent Users.

Deming Cycle

Synonym for Plan Do Check Act.

Dependency

The direct or indirect reliance of one Process or Activity upon another.

Deployment

(Release Management) The Activity responsible for movement of new or changed hardware, software, documentation, Process, etc to the Live Environment. See Rollout.

Depreciation

(Financial Management) A measure of the reduction in value of an Asset over its life. This is based on wearing out, consumption or other reduction in the useful economic value.

Detection

(Incident Management) A stage in the Incident Lifecycle. Detection results in the Incident becoming known to the Service Provider. Detection can be automatic, or can be the result of a user logging an Incident.

Development

The Process responsible for creating or modifying an IT Service or Application. Also used to mean the Role or group that carries out Development work.

Development Environment

An Environment used to create or modify IT Services or Applications. Development Environments are not typically subjected to the same degree of control as Test Environments or Live Environments.

Diagnosis

(Incident Management) (Problem Management) A stage in the Incident and Problem Lifecycles. The purpose of Diagnosis is to identify a Workaround for an Incident or the Root Cause of a Problem.

Diagnostic Script

(Service Desk) A structured set of questions used by Service Desk staff to ensure they ask the correct questions, and to help them Classify, Resolve and assign Incidents. Diagnostic Scripts may also be made available to Users to help them diagnose and resolve their own Incidents.

Direct Cost

(Financial Management) A cost of providing an IT Service which can be allocated in full to a specific Customer, Cost Centre, Project etc. For example cost of providing non-shared servers or software licenses. See also Indirect Cost.

Document

Information in readable form. A Document may be paper or electronic. For example a Policy statement, Service Level Agreement, Incident Record, diagram of computer room layout. See Record.