Change Management-the process responsible for controlling the lifecycle of all changes. The primary objective of change management is to enable beneficial changes to be made, with minimum disruption to IT services.
Change Requester-individual or department submitting a Request for Change (RFC). This individual can be either a customer or IT representative, but requests must be approved by an ITS MPP prior to submission to the CRB/CAB.
CRB (Change Review Board)-team responsible for reviewing all low and medium risk Request for Changes (RFCs). This team consists of a cross-functional team of members with process and technical expertise.
Response Time-the maximum amount of time that should pass before you are contacted by the Agent that has been assigned to your ticket.
Resolution Time-the maximum amount of time that should pass before your incident is resolved or service request is completed. Resolution time does not account for time spent in the pending status. When ITS is waiting on the user, another department, or a vendor the ticket goes into pending status and the clock stops.
Risk-a possible event that could cause harm or loss, or affect the ability to achieve objectives. A risk is measured by the probability of a threat, the vulnerability of the asset to that threat, and the impact it would have if it occurred.
Service Level Agreement (SLA)-an agreement between an IT service provider and a customer. The SLA describes the IT Service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA may cover multiple IT services or multiple customers.
Standard Change-a pre-approved change that is low risk, relatively common, follows an established procedure, and is the accepted solution to a specific requirement or set of requirements. The CAB determines which changes can be defined as a Standard Change. Standard Changes still require an Request for Change (RFC) that is approved by the appropriate MPP.