Anruf, aber 'first call' ^= 'Erstkontakt'

Transkript

1 Query Dependency Acceptance Acceptance criteria Acceptance test Acceptance environment Secondment Billing Closure Closure Code Depreciation Mitigate Variance Variance analysis Access Management Account Manager Adaptive maintenance Additive maintenance Accredited Active Monitoring Activity Activity Based Costing (ABC) Alert Gradual Recovery Root Cause Analysis (RCA) Analytical Modelling Vendor-Managed Use Forward Schedule of Changes (FSC) Requirement Requirements document Requirements Catalog Requirements Portfolio Tender Tendering process Facilities Capitalization Call Call Type Trigger Response rate Response Time User User acceptance Expert user Abfrage, Frage Abhängigkeit Abnahme Abnahmekriterien Abnahmetest Abnahmeumgebung Abordnung bzw. Überlassung Abrechnen, in Rechnung stellen Abschluss Abschlusscode Abschreibung Abschwächen Abweichung Abweichungsanalyse Access Management Account Manager Adaptive Wartungsarbeiten Additive Wartungsarbeiten Akkreditiert Aktives Monitoring (Aktive Überwachung) Aktivität Aktivitätsbasierte Kostenrechnung (Activity Based Costing, ABC) Alarm Allmähliche Wiederherstellung Analyse der zugrunde liegenden Ursache (Root Cause Analysis, RCA) Analytisches Modelling Anbieterverwaltete Nutzung Änderungszeitplan (Forward Schedule of Change, FSC) Anforderung Anforderungsdokument Anforderungskatalog Anforderungsportfolio Angebot, Ausschreibung Angebotsprozess Anlagen, Einrichtungen Anlagenaktivierung Anruf, aber 'first call' ^= 'Erstkontakt' Anruftyp Anstoß Antwortrate Antwortzeit Anwender Anwenderabnahme (wenn es um Tests geht) alternativ auch Anwenderakzeptanz Anwenderexperte (e Basisversion: ) Seite 1 von 25 Seiten Version:

2 User-friendliness User Profile (UP) User support Application Application development Application framework Application Portfolio Application software Application maintenance Application Management Application Management function Application Service Provider (ASP) Application Sizing Work Instruction Workplace Architecture Archive Asset Asset Management Asset Manager Asset Register Attribute Audit Auditability Task Segregation of duties Failure Resilience Downtime Workload Percentage utilisation Workload Management Invocation Exception Report Exploitation Exclusiveness Request for Proposal (RFP) Retire Retirement Replaceability Impact Impact analysis Impact Code Impact scenario Authentication Authentic Anwenderfreundlichkeit Anwenderprofil (User Profile, UP) Anwender-Support Anwendung Anwendungsentwicklung Anwendungs-Framework Anwendungsportfolio Anwendungssoftware Anwendungswartung Application Management Application Management Funktion Application Service Provider (ASP) Application Sizing (Kapazitätsermittlung für neue oder geänderte Anwendungen) Arbeitsanweisung Arbeitsplatz Architektur Archiv Asset Asset Management Asset Manager Asset-Register Attribut Audit Audit-Fähigkeit / Auditierbarkeit Aufgabe Aufgabentrennung Ausfall Ausfallsicherheit Ausfallzeit Auslastung Auslastungsgrad Auslastungsmanagement Auslösen Ausnahmebericht Ausnutzung Ausschließlichkeit Ausschreibung (Request for Proposal, RFP) Außerkraftsetzen Außerkraftsetzung Austauschbarkeit Auswirkung Auswirkungsanalyse Auswirkungscode Auswirkungsszenario Authentifizierung Authentisch (e Basisversion: ) Seite 2 von 25 Seiten Version:

3 Authorised Examination Centre (AEC) Automatic Call Distribution (ACD) Authorisation Availability Management Availability Management Database (AMDB) Availability Management Information System (AMIS) Availability Plan Back-out Back-out Plan Backup Balanced Scorecard Net Present Value (NPV) Baseline Baseline Configuration Baseline Security Tree structures Workflow Position Demand modelling Threat Fix Fix notes Benchmark Benchmarking Naming convention Authority (1) - as in authorization Report Procurement Best Practice Operate Operation Operational Acceptance Operations department Operational Expenditure (OPEX) Operability Operational Cost Operations Control Portable Facility Portability Assessment Relationship Relationship Processes Relation Reference data Biometrics Authorised Examination Center (AEC) Automatic Call Distribution (Automatische Anrufverteilung, ACD) Autorisierung Availability Management Availability Management Datenbank (AMDB) Availability Management Information System (AMIS) Availability-Plan (Verfügbarkeitsplan) Backout Backout-Plan Backup (Sicherung) Balanced Scorecard Barwert-Methode (Net Present Value, NPV) Baseline Baseline Configuration Baseline-Sicherheit Baumstrukturen Bearbeitungsstatus Bedarfs-Modelling Bedrohung Beheben Behebungshinweise Benchmark Benchmarking Benennungskonvention Berechtigung Bericht, 'Reporting' = ' Berichtswesen' bzw. 'Berichterstattung' Beschaffung, Einkauf Best Practice Betreiben Betrieb/Betriebsablauf Betriebsabnahme Betriebsabteilung Betriebsausgaben (Operational Expenditure, OPEX) Betriebsfähigkeit Betriebskosten Betriebssteuerung Bewegliche Anlage Beweglichkeit Bewertung Beziehung Beziehungsprozesse Bezug Bezugsdaten Biometrie (e Basisversion: ) Seite 3 von 25 Seiten Version:

4 Brainstorming Bridge British Standards Institution (BSI) Budget Bug Build Build Environment Business Business (3) - as in "market sector" Business Capacity Management (BCM) Business Case Business Continuity Management (BCM) Business Continuity Plan (BCP) Business Continuity Team Business IT Alignment (BITA) Business Operations Business Perspective Business process outsourcing (BPO) Business Relationship Management Business Relationship Manager (BRM) Business request Business Service Management (BSM) Business (1) - as in "company" Pattern of Business Activity (PBA) Business Requirement Business Impact Analysis (BIA) Business needs Business Customer Business Driver Business Process Business Service Business environment Business Objective Call Centre Capability Maturity Model (CMM) Capability Maturity Model Integration (CMMI) Capability Model for Client Organizations (escm-cl) Capacity Database (CDB) Capacity Management Capacity Management Information System (CMIS) Capacity Plan Capacity Planning CCTA Risk Analysis & Management Method (CRAMM). Certification Authority (CA) Brainstorming Bridge British Standards Institution (BSI) Budget Bug Build Build-Umgebung Business Business Business Capacity Management (BCM) Business Case Business Continuity Management (BCM) Business Continuity Plan (BCP) Business Continuity Team Business IT Alignment (BITA) Business Operations Business Perspective Business Process Outsourcing (BPO) Business Relationship Management Business Relationship Manager (BRM) Business Request (Business-Antrag) Business Service Management (BSM) Business, Geschäfts-... Business-Aktivitätsmuster (Pattern of Business Activity, PBA) Business-Anforderung Business-Auswirkungsanalyse (Business Impact Analysis, BIA) Business-Bedürfnisse Business-Kunde Business-Motivation Business-Prozess Business-Service Business-Umgebung Business-Ziel Call Center Capability Maturity Model (CMM) Capability Maturity Model Integration (CMMI) Capability Model for Client Organizations (escm-cl) Capacity Database (CDB) Capacity Management Capacity Management Information System (CMIS) Capacity-Plan Capacity-Planung CCTA Risk Analysis and Management Method (CRAMM). Certification Authority (CA) (e Basisversion: ) Seite 4 von 25 Seiten Version:

5 Change Change Advisory Board (CAB) Change Case Change Management Change manager Change Record Change Request Change Schedule Change document Change authority Change History Schedule of Changes (SC) Change Model Change log (This is a PRINCE2 term!!) Change control Change Window Chief Sourcing Officer (CSO) Chief Technical Officer (CTO) Chronological Analysis CI Type Clean desk Client COBIT Code of Practice Cold Standby Commercial off the Shelf (COTS) Component Capacity Management (CCM) Component Failure Impact Analysis (CFIA) Computer Aided Systems Engineering Computer Telephony Integration (CTI) Configuration Configuration and Change Management (C&CM) Configuration Baseline Configuration Item (CI) Configuration Management Configuration Management Database (CMDB) Configuration Management plan Configuration Management System (CMS) Configuration manager Configuration Record Configuration documentation Configuration Identification Configuration Status Accounting Configuration Control Configuration Structure Configuration Verification and Audit Change Change Advisory Board (CAB) Change Case Change Management Change Manager Change Record Change Request (Change-Antrag) Change Schedule Change-Dokument Change-Genehmigungskompetenz Change-Historie Change-Kalender Change-Modell Change-Protokoll Change-Steuerung Change-Zeitfenster Chief Sourcing Officer (CSO) Chief Technical Officer (CTO) Chronologische Analyse CI-Typ Clean Desk Prinzip Client COBIT Code of Practice Cold Standby Commercial off the Shelf (COTS) Component Capacity Management (CCM) Component Failure Impact Analysis (Analyse der Auswirkungen von Komponentenausfällen, CFIA) Computer Aided Systems Engineering Computer Telephony Integration (CTI) Configuration (Konfiguration) Configuration and Change Management (C&CM) Configuration Baseline Configuration Item (Konfigurationselement, CI) Configuration Management Configuration Management Database (CMDB) Configuration Management Plan Configuration Management System (CMS) Configuration Manager Configuration Record Configuration-Dokumentation Configuration-Identifizierung Configuration-Statusnachweis Configuration-Steuerung Configuration-Struktur Configuration-Verifizierung und -Audit (e Basisversion: ) Seite 5 von 25 Seiten Version:

6 Continual Service Improvement (CSI) Continual Service Improvement Model Continual Service Improvement Programme (CSIP) Continuity manager Control Objectives for Information and related Technology (COBIT) Control Processes Core Service Core Service Package (CSP) Cost Centre Cost Plus Cracker CRAMM CSI policies Customer Relationship Management (CRM) Dashboard Data mining Data warehouse Continual Service Improvement (Kontinuierliche Serviceverbesserung, CSI) Continual Service Improvement Modell (Kontinuierliches Serviceverbesserungsmodell) Continual Service Improvement Programm (Kontinuierliches Serviceverbesserungsprogramm, CSIP) Continuity Manager Control Objectives for Information and related Technology (COBIT) Control-Prozesse Core Service Core Service Package (CSP) Cost Center Cost Plus Cracker CRAMM CSI-Richtlinien Customer Relationship Management (CRM) Dashboard Data Mining Data Warehouse Data-to-Information-to-Knowledge-to-Wisdom (DIKW) Data-to-Information-to-Knowledge-to-Wisdom (DIKW) Data Data Administration Database Data infrastructure Data lifecycle Data collection Data transfer time Fault Definitive Hardware Store, DHS Definitive Media Library (DML) Definitive Software Library (DSL) Delta Release Demand Management Deployment Deployment package Design CI Level Clarity Diagnosis Diagnostic Script Differential Charging Digital signature Daten Datenadministration Datenbank Dateninfrastruktur Datenlebenszyklus Datensammlung Datenübertragungszeit Defekt Definitive Hardware Store (Maßgebliches Hardware- Lager, DHS) Definitive Media Library (Maßgebliche Medienbibliothek, DML) Definitive Software Library (Maßgebliche Softwarebibliothek, DSL) Delta-Release Demand Management Deployment Deployment Package Design Detaillierungsgrad des CI Deutlichkeit Diagnose Diagnoseskript Differenzierte Leistungsverrechnung Digitale Signatur Directory Service Directory-Service (e Basisversion: ) Seite 6 von 25 Seiten Version:

7 Direct Cost Prime cost Disaster recovery Disaster recovery management Document Domain Urgent Change Urgency Tier three support Third Party Duplex (full and half) Elapsed time Throughput Early Life Support Tier Echoing Hard charging Effectiveness Efficiency Fit for Use Central point of contact Emergency Change Advisory Board (ECAB) End User Enterprise Application Integration (EAI) Enterprise Services Architecture (ESA) Decryption Development New services development (NSD) Development Environment Service achievement Logging Outcome Detection Detection time Accessibility Error Control Tier one support Discounted cash flow Expanded Incident Lifecycle Escalation Escalation threshold esourcing Capability Model for Client Organizations (escm-cl) esourcing Capability Model for Service Providers (escm-sp) Direkte Kosten Direkte Kosten Disaster Recovery Disaster Recovery Management Dokument Domäne Dringender Change Dringlichkeit Dritte Support-Ebene Drittpartei Duplex (Voll- und Halb-Duplex) Durchlaufzeit Durchsatz Early Life Support Ebene Echoing Echte Leistungsverrechnung Effektivität Effizienz Einsatzfähig Einzige Anlaufstelle Emergency Change Advisory Board (ECAB) Endanwender Enterprise Application Integration (EAI) Enterprise Services Architecture (ESA) Entschlüsselung Entwicklung Entwicklung neuer Services (New Services Development, NSD) Entwicklungsumgebung Ereichte Servicequalität Erfassung Ergebnis Erkennung Erkennungszeit Erreichbarkeit Error Control Erste Support-Ebene Ertragswertmethode (im Sinne einer Methode) alternativ: Abgezinster Geldfluss Erweiterter Incident-Lebenszyklus Eskalation Eskalationsgrenze esourcing Capability Model for Client Organizations (escm-cl) esourcing Capability Model for Service Providers (escm-sp) (e Basisversion: ) Seite 7 von 25 Seiten Version:

8 European Foundation for Quality Management (EFQM) Evaluation Event Event Management Examination Board Examination Institute for Information Science (EXIN) External audit External Metric External Customer Third-party supplier External Service Provider External Sourcing External Target Business function Facilities Management Capability Fall back Service Window Fault Tree Analysis (FTA) Feedback Error Remediation Fault Management Failure Modes and Effects Analysis (FMEA) Fault Tolerance Fixed Facility Fixed Price Notional Charging Financial Management Financial Management for IT Services Budgeting First-line Support Fishbone Diagram Fixed Cost Flexibility Follow the Sun Framework Command, control and communications Fulfilment Full Release Function Function (1) - as in purpose Function (2) - as in functionality European Foundation for Quality Management (EFQM) Evaluation (für Prozess, sonst Evaluierung) Event Event Management Examination Board Examination Institute for Information Science (EXIN) Exteres Audit Externe Messgröße Externer Kunde Externer Lieferant Externer Service Provider Externes Sourcing (Externe Vergabe) Externes Ziel Fachbereich Facilities Management Fähigkeit Fallback Falls Service = Wartung dann Wartungsfenster, falls Service = Dienstleistung dann Servicezeit Fault Tree Analysis (Fehlerbaumanalyse, FTA) Feedback Fehler Fehlerkorrektur Fehlermanagement Fehlermöglichkeiten- und Auswirkungsanalyse (Failure Modes and Effects Analysis, FMEA) Fehlertoleranz Feste Anlage Festpreis Fiktive Leistungsverrechnung Financial Management Financial Management for IT Services Finanzplanung First-Level Support Fischgrätendiagramm Fixkosten Flexibilität Follow the Sun (Weltweit reibungslose Abwicklung) Framework Führungs- und Informationssystem Fulfilment Full-Release Funktion Funktion Funktion (e Basisversion: ) Seite 8 von 25 Seiten Version:

9 Functional Escalation Functional maintenance Functionality Gap Analysis Gateway Countermeasure Reciprocal Arrangement Secret key Overhead Shared Services Unit Planned Downtime Full cost Business Unit Business outcome Financial year Business value Closed Concurrent Concurrency Good Practice Governance Marginal Cost Threshold Grow the Business (GTB) Validity Hacker Hard fault Hardware Help Desk Hierarchic Escalation Helpfulness Utility cost centre (UCC) Hoax High Availability Host Hot Standby ICT Identification Identity Work in Progress (WIP) Dormant Contract Incident Incident Management Incident Record Incident call Incident Life Cycle Incident control Funktionale Eskalation Funktionale Wartung Funktionalität Gap-Analyse (Lückenanalyse) Gateway Gegenmaßnahme Gegenseitige Vereinbarung Geheimer Schlüssel Gemeinkosten Gemeinsam genutzte Service-Einheit Geplante Nicht-Verfügbarkeit Gesamtkosten Geschäftsbereich Geschäftsergebnis Geschäftsjahr Geschäftswert Geschlossen Gleichzeitig Gleichzeitigkeit Good Practice Governance Grenzkosten Grenzwert Grow the Business (Business-Wachstum, GTB) Gültigkeit Hacker Hard Fault (Seitenfehler) Hardware Help Desk Hierarchische Eskalation Hilfsbereitschaft Hilfskostenstelle (Utility Cost Center, UCC) Hoax Hochverfügbarkeit Host Hot Standby ICT Identifizierung Identität In Arbeit (Work in Progress, WIP) Inaktiver Vertrag Incident Incident Management Incident Record Incident-Anruf Incident-Lebenszyklus Incident-Steuerung (e Basisversion: ) Seite 9 von 25 Seiten Version:

10 Indirect Cost Information & Communication Technology (ICT) Information Security Management (ISM) Information Security Management System (ISMS) Information Security Manager Information security plan Information Security Policy Information Systems Examination Board (ISEB) Information Technology Infrastructure Library (ITIL) Information Information management Information system Information Technology (IT) Information processing Informed Customer Infrastructure Infrastructure Service Initiator Input Insource Insourcing Installation Installability Install Recovery Recovery (1) - as in "regain function" Institute of IT Service Management Integrated lifecycle management (ILM) Integration Integration Testing Integrity Interactive Voice Response (IVR) International Organization for Standardization (ISO) International Standards Organisation Internal Metric Internal Rate of Return (IRR) Internal Customer Internal Service Provider Internal Sourcing Internal target Internet Service Provider (ISP) Interoperability Capital Expenditure (CAPEX) Indirekte Kosten Information & Communication Technology (ICT) Information Security Management (ISM) Information Security Management System (ISMS) Information Security Manager Information Security Plan Information Security Policy (Richtlinie zur Informationssicherheit) Information Systems Examination Board (ISEB) Information Technology Infrastructure Library (ITIL) Informationen Informationsmanagement Informationssystem Informationstechnologie (IT) Informationsverarbeitung Informierter Kunde Infrastruktur Infrastrukturservice Initiator Input, Eingabe Insource Insourcing (Interne Vergabe) Installation Installationsfähigkeit Installieren Instandsetzung Instandsetzung (im Unterschied zu Restore, sonst "Wiederherstellung") Institute of IT Service Management Integrated Lifecycle Management (ILM) Integration Integrationstest Integrität Interaktive Spracherkennung (Interactive Voice Response, IVR) International Organization for Standardization (ISO) Internationale Standardisierungsorganisation Interne Messgröße Interne Zinsfuß-Methode (Internal Rate of Return, IRR) Interner Kunde Interner Service Provider Internes Sourcing (Interne Vergabe) Internes Ziel Internet Service Provider (ISP) Interoperabilität Investitionsausgaben (Capital Expenditure, CAPEX) (e Basisversion: ) Seite 10 von 25 Seiten Version:

11 Capital investment appraisal Capital Item Capital Costs Ishikawa Diagram Investitionsbewertung Investitionsgut Investitionskosten ISO 9000 ISO 9000 ISO 9001 ISO 9001 Ishikawa-Diagramm ISO/IEC ISO/IEC ISO/IEC ISO/IEC ISO/IEC ISO/IEC BS7799 IT Availability Metrics Model (ITAMM) IT Directorate IT Operations Control IT Operations Management IT Operations Management function (IT Operations Control and Facilities Management) IT Service IT Service Continuity Management (ITSCM) IT service continuity manager IT Service Continuity Plan IT service continuity planning IT Service Management (ITSM) IT Service Management Forum (itsmf) IT Service Provider IT Steering Group (ISG) IT Operations ITIL ITIL Certification Management Board (ICMB) IT Infrastructure Element of IT IT manager Job Scheduling ISO/IEC17799/BS7799 (neuer offizieller Titel) IT Availability Metrics Model (IT- Verfügbarkeitsmessgrößen-Modell, ITAMM) IT Directorate (IT-Leitung) IT Operations Control (Steuerung des IT-Betriebs) IT Operations Management IT Operations Management Funktion (IT Operations Control und Facilities Management) IT Service IT Service Continuity Management (ITSCM) IT Service Continuity Manager IT Service Continuity Plan IT Service Continuity Planung IT Service Management (ITSM) IT Service Management Forum (itsmf) IT Service Provider IT Steering Group (ISG) IT-Betrieb ITIL ITIL Certification Management Board (ICMB) IT-Infrastruktur IT-Komponente IT-Manager Job Scheduling (Auftragsplanung) Kann nur im Zusammenhang übersetzt werden, da nicht das Wort immer im anderen Kontext verwendet wird. Deliverable Kano Model Capacity Disaster Category Kepner & Tregoe Analysis Key Performance Indicator (KPI) A very difficult word, there is no direct German equivalent! When using a direct translation cannot be avoided, we found that Lieferergebnis captures quite well the final outcome meaning of the word. Leistungsmerkmal has more the sense of specification Kano-Modell Kapazität Katastrophe Kategorie Kepner-Tregoe-Analyse Key Performance Indicator (KPI) (e Basisversion: ) Seite 11 von 25 Seiten Version:

12 Classification Knowledge Base Knowledge Management Knowledge process outsourcing (KPO) Known Error Known Error Database (KEDB) Known Error Record Communication facility Compatibility Authority (2) - as in responsibility Authority Matrix Complexity Component Component CI Assembly Compromise (1) - as in settlement of differences in intermediate solution Compromise (2) - as in expose to suspicion, discredit Configure Compliance Compliance costs Connectivity Continuous Improvement Continuous Availability Continuous Operation Continuity Correctability Tension Metrics Corrective measures Corrective maintenance Cost Cost Type Cost Unit Cost Element Cost Management Cost Model Cost-by-Customer Cost Model Cost-by-Service Cost Model Cost Benefit Analysis Value for Money Accounting Costing Surcharging Crisis Management Definitive spares Critical Success Factor (CSF) Klassifizierung Knowledge Base (Wissensdatenbank) Knowledge Management Knowledge Process Outsourcing (KPO) Known Error Known Error Datenbank (KEDB) Known Error Record Kommunikationsanlage Kompatibilität Kompetenz Kompetenzmatrix Komplexität Komponente Komponenten-CI Komponentengruppe Kompromiss kompromittieren Konfigurieren Konformität Konformitätskosten Konnektivität Kontinuierliche Verbesserung Kontinuierliche Verfügbarkeit Kontinuierlicher Betrieb Kontinuität Korrekturmöglichkeit Korrelierende Messgrößen Korrigierende Maßnahme Korrigierende Wartung Kosten Kostenart Kosteneinheit Kostenelement Kostenmanagement Kostenmodell Kostenmodell Kosten nach Kunde Kostenmodell Kosten nach Service Kosten-Nutzen-Analyse Kosten-Nutzen-Verhältnis Kostenrechnung Kostenrechnung Kostenzuschlag Krisenmanagement Kritische Ersatzteile Kritischer Erfolgsfaktor (Critical Success Factor, CSF) (e Basisversion: ) Seite 12 von 25 Seiten Version:

13 Culture Business (2) - as in "customer" Customer Customers Customer assets Customer Based SLAs Customer needs Customer Liaison Customer outcome Customer Portfolio Customer-Managed Use Customer Satisfaction Survey (CSS) Course Corrections Downsizing Latency Running Costs Lifecycle Charging Charging Process Charging Policy Guideline Deliverable Lifecycle management Live Live Environment License Management Logical I/O Local (distributed) Service Desk Resolve, to Resolution Resolution Processes Resolution time Maintenance and Repair Operations (MRO) Major Incident Major Release Managed Services Management Management Information System (MIS) Management of Risk (MoR) Management Information Management System Manual Workaround Going Rate Kultur Kunde Kunde Kunden Kunden-Assets Kundenbasierte SLAs Kundenbedürfnisse Kundenbeziehung Kundenergebnis Kundenportfolio Kundenverwaltete Verwendung Kundenzufriedenheitsumfrage Kurskorrekturen Kürzen, Herabsetzen Latenzzeit Laufende Kosten Lebenszyklus Leistungsverrechnung Leistungsverrechnungsprozess Leistungsverrechnungsrichtlinie Leitlinie Lieferergebnis Lifecycle Management Live Live-Umgebung Lizenzmanagement Logical I/O Lokaler (verteilter) Service Desk Lösen Lösung Lösungsprozesse Lösungszeit Maintenance and Repair Operations (MRO) Major Incident (Schwerwiegender Incident) Major Release Managed Services Management Management Information System (MIS) Management of Risk (MoR) Management-Informationen Management-System Manueller Workaround Marktpreis Market Space Marktraum Recovery Time Objective (RTO) Maximale Wiederherstellungszeit nach einem Ausfall (Recovery Time Objective (RTO) Mean Time Between Failures (MTBF) Mean Time Between Failures (Durchschnittliche Zeit zwischen zwei Ausfällen, MTBF) (e Basisversion: ) Seite 13 von 25 Seiten Version:

14 Mean Time Between Service Incidents (MTBSI) Mean Time To Repair (MTTR) Mean Time to Restore Service (MTRS) Metric Middleware Mission Statement Model Modelling Modification Monitor Control Loop Monitoring Driver Traceability Near-Shore Network Network management Network administrator Do Nothing Nonrepudiation Emergency Fix Emergency Change Contingency Planning Emergency Release Usability Senior management Off the Shelf Public key Office of Government Commerce (OGC) Office of Public Sector Information (OPSI) Off-shore On-shore Open Systems Interconnection (OSI) Operational Level Agreement (OLA) Operations Bridge Operations Management Operational Operational reliability Operational process Opportunity Cost Optimise Service Provisioning Optimization (SPO) Mean Time Between Service Incidents (Durchschnittliche Zeit zwischen zwei Service- Incidents, MTBSI) Mean Time To Repair (Durchschnittliche Zeit bis zur Reparatur, MTTR) Mean Time to Restore Service (Durchschnittliche Zeit bis zur Wiederherstellung des Service, MTTRS) Messgröße Middleware Mission Statement Modell Modelling (Modellierung) Modifikation Monitor Control Loop (Überwachungs- /Steuerungskreislauf) Monitoring (Überwachung) Motivation, Motiv Nachvollziehbarkeit Nearshore (Nahverlagerung) Netzwerk Netzwerk Management Netzwerk-Administrator Nichts tun Nonrepudiation Notfallbehebung Notfall-Change Notfallplanung Notfall-Release Nutzbarkeit Oberes Management Off the Shelf (Serienfertigung) Öffentlicher Schlüssel Office of Government Commerce (OGC) Office of Public Sector Information (OPSI) Offshore (Auslandsverlagerung) Onshore (Inlandsverlagerung) Open Systems Interconnection (OSI) Operational Level Agreement (Vereinbarung auf Betriebsebene, OLA) Operations Bridge Operations Management Operativ Operative Zuverlässigkeit Operativer Prozess Opportunitätskosten Optimieren Optimierung der Servicebereitstellung (Service Provisioning Optimization, SPO) (e Basisversion: ) Seite 14 von 25 Seiten Version:

15 Organisation Output Outsourcing Owner Package Release Pareto Principle Partnership Passive Monitoring Password Patch PD0005 Performance Performance Indicator (PI) Performance Management Performance Anatomy Personal Computer (PC) Stage Physical I/O Physical control Pilot Plan Business recovery plan Plan-Do-Check-Act Planning PMBOK Penalty clause Portfolio Management Post Implementation Review (PIR) Practice Pricing Price break PRINCE2 Priority Private key Proactive Problem Management Proactive Proactive Monitoring Problem Problem Management Problem manager Problem Record Problem analysis Problem Control Problem diagnosis Problem processing Process Owner Organisation Output Outsourcing Owner (Verantwortlicher) Package Release Pareto-Prinzip Partnerschaft Passives Monitoring (Passive Überwachung) Passwort Patch PD0005 Performance (ansonsten sinngemäß übersetzen) Performance Indikator (PI) Performance Management Performance-Anatomie Personal Computer (PC) Phase Physical I/O Physische Steuerung Pilottest Plan Plan zur Wiederherstellung der Geschäftstätigkeit Plan-Do-Check-Act (Planen-Durchführen-Überprüfen- Handeln) Planung PMBOK Pönale-Regelung Portfolio Management Post Implementation Review, PIR Practice (Praxis) Preisgestaltung Preissturz PRINCE2 Priorität Privater Schlüssel Proactive Problem Management Proaktiv Proaktives Monitoring (Proaktive Überwachung) Problem Problem Management Problem Manager Problem Record Problemanalyse Problembehandlung (Problem Control) Problemdiagnose Problemverarbeitung Process Owner (Prozessverantwortlicher) (e Basisversion: ) Seite 15 von 25 Seiten Version:

16 Product Production Production plan Production Environment Profit Centre pro-forma Programme Projected Service Availability (PSA) Projected Service Outage (PSO) PRojects IN Controlled Environments (PRINCE2) Project Project management Provider Process Process Manager Process model Process Maturity Process Control Process improvement plan Public Key Infrastructure (PKI) Qualification Quality Quality level Quality management Quality plan Quality review Quality policy Quality Assurance (QA) ISO quality standards Quality Control Quality system Quality system review Quality surveillance Quality Cycle Deming Cycle Quality Management System (QMS) Quick Win Discounting RACI Responsiveness Reactive Reactive Monitoring Data center Rights Timeliness Produkt Produktion Produktionsplan Produktionsumgebung Profit Center pro-forma Programm Projected Service Availability (Voraussichtliche Serviceverfügbarkeit, PSA) Projected Service Outage (Voraussichtliche Serviceunterbrechung, PSO) PRojects IN Controlled Environments (PRINCE2) Projekt Projekt Management Provider Prozess Prozess-Manager Prozessmodell Prozessreife Prozesssteuerung Prozessverbesserungsplan Public Key Infrastructure (PKI) Qualifizierung Qualität Qualitätsebene Qualitätsmanagement Qualitätsplan Qualitäts-Review Qualitätsrichtlinie Qualitätssicherung (Quality Assurance, QA) Qualitätsstandard nach ISO Qualitätssteuerung Qualitätssystem Qualitätssystem-Review Qualitätsüberwachung Qualitätszyklus Qualitätszyklus nach Deming Quality Management System (QMS) Quick Win Rabattrierung RACI Reaktionsfähigkeit Reaktiv Reaktives Monitoring (Reaktive Überwachung) Rechenzentrum Rechte Rechtzeitigkeit Record Record (Aufzeichnung) (e Basisversion: ) Seite 16 von 25 Seiten Version:

17 Redundancy Reengineering analysis Registered Certification Body (RCB) Registration Authority (RA) Registration Maturity Maturity Level Release Release and Deployment Management Release Management Release notes Release package Release Packaging Release Record Release Unit Release Acceptance Release Identification Release Mechanism Release Process Release Policy Release Type Release Window Repair Request for Change (RFC) Request for Information (RFI) Request Fulfilment Resource Capacity Management (RCM) Resource Resources Resource requirements Resource cost Resource Management Resource profile Return on Capital Employed (ROCE) Return on Investment (ROI) Review Revision Policy Policies Risk Risk Analysis Risk Treatment Risk Assessment Risk Management Risk Reduction Measure Role Redundanz Re-Engineering-Analyse Registered Certification Body (RCB) Registration Authority (RA) Registrierung Reife Reifegrad Release Release and Deployment Management Release Management Release Notes Release Package Release Packaging Release Record Release Unit Release-Abnahme Release-Identifikation Release-Mechanismus Release-Prozess Release-Richtlinie Release-Typ Release-Zeitfenster Reparatur Request for Change (RFC) Request for Information (RFI) Request Fulfilment Resource Capacity Management (RCM) Ressource Ressourcen Ressourcenanforderungen Ressourcenkosten Ressourcenmanagement Ressourcenprofil Return on Capital Employed (Ertrag aus investiertem Kapital, ROCE) Return on Investment (Investitionsertrag, ROI) Review Revision Richtlinie Richtlinien Risiko Risikoanalyse Risikobehandlung Risikobewertung Risikomanagement Risikoreduktionsmaßnahme Rolle (e Basisversion: ) Seite 17 von 25 Seiten Version:

18 Rollout Recovery (2) - as in "regain costs" Recovery Option (2) - as in "regain costs" Return to Normal Return to normal phase Run the Business (RTB) SAM Database Self-insurance Pain Value Analysis Estimation Shift Cryptanalysis Fast Recovery Interface Vulnerability Customer Focus Second-line Support Securability Security Incidents Security Management Security Manager Security Officer Security plan Separation of Concerns (SoC) Serial number Server Service Service Asset and Configuration Management (SACM) Service Capacity Management (SCM) Service Catalogue Management (SCM) Service Continuity Management Service Delivery Service deployment Service Design Service Design Package Service Desk Service Desk function Service Knowledge Management System (SKMS) Service Level Service Level Agreement (SLA) Service Level Requirement (SLR) Service Level Management (SLM) Service level manager Rollout Rückgewinnung Rückgewinnungsoption Rückkehr zum Regelbetrieb Rückkehr zum Regelbetrieb Run the Business (Business-Betrieb aufrechterhalten, RTB) SAM-Datenbank Schadensübernahme Schadenswertanalyse Schätzung Schicht Schlüsselanalyse Schnelle Wiederherstellung Schnittstelle Schwachstelle (Je nach Kontext auch Verwundbarkeit) Schwerpunkt auf dem Kunden Second-Level Support Securability Security Incidents Security Management Security Manager Security Officer Security-Plan Separation of Concerns (SoC) Seriennummer Server Service Service Asset and Configuration Management (SACM) Service Capacity Management (SCM) Service Catalogue Management (SCM) Service Continuity Management Service Delivery Service Deployment Service Design Service Design Package Service Desk Service Desk Funktion Service Knowledge Management System (SKMS) Service Level Service Level Agreement (Service Level Vereinbarung, SLA) Service Level Anforderung (Service Level Requirement, SLR) Service Level Management (SLM) Service Level Manager (e Basisversion: ) Seite 18 von 25 Seiten Version:

19 Service Level Package (SLP) Service level report Service Level Target Service Management Service Management Information System (SMIS) Service Management Lifecycle Service Management processes Service Management Technology Service Manager Service Operation Service Oriented Architecture (SOA) Service Owner Service Package Service Portfolio Management (SPM) Service Provider Service Provider Interface (SPI) Service release and deployment package Service Reporting Service Request Service Sourcing Service Strategy Service Support Service Transition Service Utility Service Validation and Testing Service Warranty Service Acceptance Criteria (SAC) Service Analytics Service Asset Service Failure Analysis (SFA) Service Outage Analysis (SOA) Service Automation Service Based SLAs Service provision Service Valuation Service breach Service definition Service Evaluation Serviceability Service Catalogue Cost of Service Service Culture Service Lifecycle Line of Service (LOS) Service Level Package (SLP) Service Level Report Service Level Ziel Service Management Service Management Information System (SMIS) Service Management Lebenszyklus Service Management Prozesse Service Management Technologie Service Manager Service Operation (Servicebetrieb) Service Oriented Architecture (SOA) Service Owner (Serviceverantwortlicher) Service Package Service Portfolio Management (SPM) Service Provider Service Provider Schnittstelle (Service Provider Interface (SPI) Service Release und Deployment Package Service Reporting Service Request (Serviceantrag) Service Sourcing (Servicevergabe) Service Strategy (Servicestrategie) Service Support Service Transition (Serviceüberführung) Service Utility Service Validation and Testing Service Warranty Serviceabnahmekriterien (Service Acceptance Criteria, SAC) Serviceanalytik Service-Asset Serviceausfallanalyse (Service Failure Analysis, SFA) Serviceausfallanalyse (Service Outage Analysis, SOA) Serviceautomatisierung Servicebasierte SLAs Servicebereitstellung Servicebewertung Servicebruch Servicedefinition Service-Evaluierung Servicefähigkeit (Serviceability) Servicekatalog Servicekosten Servicekultur Servicelebenszyklus Servicelinie (Line of Service, LOS) (e Basisversion: ) Seite 19 von 25 Seiten Version:

20 Service solution Service Pipeline Service Planning Portfolio of Services Service Portfolio Service capability Service Potential Quality of Service Service Quality Plan (SQP) Service Hours Service Interruption Service Improvement Service Improvement Plan (SIP) Service opening hours Service Contract Service Maintenance Objective Service value Service value potential Service objective Secure library Secure store Safety Security Security section Security Awareness Security Policy Security Level Assurance Signature Simulation modelling Single Point of Contact Single Point of Failure (SPOF) Economies of scale Scalable Scalability Skilled Service Desk SLA Monitoring (SLAM) SLAM Chart Multilevel SLAs SMART Snapshot Immediate Recovery Software Software Asset Management (SAM) Servicelösung Servicepipeline Serviceplanung Serviceportfolio Serviceportfolio Servicepotenzial Servicepotenzial Servicequalität Servicequalitätsplan Servicestunden Serviceunterbrechung Serviceverbesserung Serviceverbesserungsplan Serviceverfügbarkeitsstunden Servicevertrag Servicewartungsvorgabe (Service Maintenance Objective, SMO) Servicewert Servicewertpotenzial Serviceziel Sichere Bibliothek Sicherer Speicher Sicherheit Sicherheit (Security) Sicherheitsabteilung Sicherheitsbewusstsein Sicherheitsrichtlinie Sicherheitsstufe Sicherstellung, Versicherung Signatur Simulations-Modelling Single Point of Contact Single Point of Failure (SPOF) Skaleneffekt Skalierbar Skalierbarkeit Skilled Service Desk SLA Monitoring (SLAM) SLAM-Diagramm SLAs mehrerer Ebenen SMART Snapshot Sofortige Wiederherstellung Software Software Asset Management (SAM) Software Configuration Item (SCI) Software Configuration Item (SCI) Software Process Improvement and Capability determination (SPICE) Software Process Improvement and Capability determination (SPICE) (e Basisversion: ) Seite 20 von 25 Seiten Version: