ITIL Glossary
A B C D E F G H I J K L M N O P Q R S T U V W
Glossary of terms [M]
TERM
DEFINITION
Major Incident
(Incident Management) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business. See Escalation.
Managed Object (MO)
An abstract representation of a Resource that is used for Operational management of that Resource. An MO is defined in terms of the attributes of the Resource, operations that may be performed on it, notifications it may issue and relationships with other MOs. MOs differ from Configuration Items as their status is dynamic, and Changes to their Operational state do not need to be approved by the Change Management Process.
Managed Services
Synonym for Outsourced IT Services. Also used in ISO/IEC 20000 as a Synonym for IT Services, whether Outsourced or not. The Richmond SupportDesk service desk software is widely used by Managed Service Providers to effectively manage the service and support of customers. Click here for details for effectively managing customers in an MSP environment.
Management Information
Information that is used to support decision making by managers. Management Information is often generated automatically by tools supporting the various IT Service Management Processes. Management Information often includes the values of KPIs such as "Percentage of Changes leading to Incidents", or "First Time Fix Rate".
Management Information
System (MIS)
System (MIS)
The IT Service that captures processes and provides Management Information. The term MIS is also informally used to mean the output of MIS, including data and reports.
Management System
The framework of Policy and Processes that ensures an Organisation can achieve its Objectives.
Manual Workaround
(Incident Management) (Problem Management) A Workaround that requires manual intervention.
Metric
Something that is measured and reported to help manage a Process, IT Service or Activity. See KPI.
Mission Statement
The Mission Statement of an Organisation is a short but complete description of the overall purpose and intentions of that Organisation. It states what is to be achieved, but not how this should be done.
Modelling
Any technique used to predict the future behaviour of an IT Service, Configuration Item or Business Process. Models are commonly used in Financial Management and Capacity Management.
