TERM

DEFINITION

Key Performance Indicator (KPI)

A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed. See Critical Success Factor.

Knowledge Base

(Service Desk) (Incident Management) A Database containing information about Incidents, Problems and Known Errors. The Knowledge Base is used to match new Incidents with historical information, improving Resolution times and First Time Fix Rates.

Knowledge Management

The Process responsible for gathering, analysing, storing and sharing knowledge information within an Organisation. The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge.

Known Error (KE)

(Problem Management)A Problem that has a documented Root Cause and a Workaround. Known Errors are created by Problem Control and are managed throughout their Lifecycle by Error Control. Known Errors may also be identified by Development or Suppliers.

Known Error Database

(Service Desk)(Incident Management) (Problem Management)A Database containing all Known Error Records. This Database is created by Problem Management and used by Incident and Problem Management.

Known Error Record

(Problem Management) A Record containing the details of a Known Error. Each Known Error Record documents the Lifecycle of a Known Error, including the Status, Root Cause and Workaround. In some implementations a Known Error is documented using additional fields in a Problem Record.