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Microsoft Frameworks Integrated Glossary

The Microsoft Integrated Glossary contains terms for: MSF - Microsoft Solutions Framework MOF - Microsoft Operations Framework MSPMO - Project Management Office
Mar 4, 2004

ITSM Watch Staff




A way of adjusting the scope of a planned project so that it matches a fixed ratio or actual need.


scale down
To narrow the scope of a project or plan.


scale up
To expand the scope of a project or plan.


A single sequence of object interactions and interactions between objects and actors; a particular instance of a use case.


One of three sides of the trade-off triangle, the others being resources and features. It means time.


scheduling for an uncertain future
A principle of good scheduling recognizing that the future is uncertain and creating schedules that are designed to adjust to the unexpected.


The sum of the products and services to be provided as a project. Negotiating the scope of a project balances customer needs and desires against technological and business constraints.


scope complete milestone
The third of four major milestones, representing the culmination of the developing phase, indicating all features have been completed and the product is ready for external testing and stabilization.


scope creep
Unmanaged scope change. The risk that additional user requirements will cause the project to expand beyond the original scope. Scope creep should be avoided when possible.


Comprises security policies as specified by security design and processes that address IT asset confidentiality (protection of data), integrity (accuracy of data), and availability (access to data).


security administration
A MOF service management function in the operating quadrant. It employs the process of developing, implementing, and managing security controls. Components include data confidentiality, data integrity, and data availability.


security role
One of six role clusters in the MOF team model. It is responsible for corporate data, network, and operational security. A second area of responsibility is the development and implementation of a comprehensive plan for the retention, classification, and secure disposal of data. Additionally, the security role is responsible for a sufficient plan to recover a corporate network to at least a minimum operational configuration in a short amount of time, including all critical business applications.


In application development and related fields (MSF), a component of an application that implements operations, functions, or transformations to data. In IT operations (MOF), a set of activities performed and/or supplied by an organizational department. Service level agreements are negotiated regarding the level of service to be supplied, which is then formally documented. Services differ from components in completenessa service provides a direct business value, a component cannot.


service catalog
A directory of all services that an IT organization offers. The service catalog should contain a page for each service and include the following:

  • A description of the service
  • Agreed service level
  • Contact list (names phone number, e-mail address) of the service manager and the key customers

service continuity management
A MOF service management function in the optimizing quadrant. It focuses on procedures and components necessary to minimize service disruption of mission-critical systems.


service delivery
A collection of IT service management disciplines and processes that are directed at optimizing operational processes (service support) and that are responsible for the final service provision. The service delivery disciplines are service level management, service continuity management, availability management, capacity management, and financial management.


service desk
A MOF service management function in the supporting quadrant. It provides first-line support to the user community for incidents associated with the use of IT services. The goal of the service desk is to restore service to the user(s) as quickly as possible. The service desk is tasked with end-to-end tracking and control of incidents through resolution. A service desk may be an organizational unit composed of multiple service groups-for example, a call center and one or more site support teams (infrastructure and/or application service providers).


service entity
A collection of service groups and specialists. There are four types of service entities: call center, infrastructure, application, and monitoring and control.


service event
An event that requires action from a support group. There are four types of service events: incident, request for information (RFI), request for change-standard (routine change), and request for change-formal (a change requiring the change management process). Requests for training (RFT) will be included in RFI.


service level
An agreed quality and quantity of services to be supplied.


service level agreement
An agreement between IT and the user community that defines the responsibilities of all participating parties and that binds IT management to provide a particular service of a specific agreed-upon quality and quantity. It constrains the demands users may place upon the service to those limits defined by the agreement.


service level management
A MOF service management function in the optimizing quadrant. It employs the processes of planning, coordinating, drafting, agreeing, monitoring, and reporting on service level agreements, and the ongoing review of service achievements to ensure that IT and business are aligned and that service quality is cost justifiable.


Note The IT Infrastructure Library (ITIL) also uses this term to connote a similar meaning and process. MOF uses the underlying ITIL characterization as a foundation and then extends it by incorporating partner experience and Microsoft-specific features. For the specific ITIL definition, please consult the ITIL glossary, located at the time of publication at the ITIL Web site.


service level objective
An agreed-upon, measurable service metric target between the IT organization and one or more of its customer communities, applied to the services provided to those communities and described in a service level agreement.


service management
A collection of people, processes, and technology through which conditions are created that ensure the continuity and quality of the agreed services. Service management includes IT operations as a practice in delivering services, but maintains a broader scope by emphasizing, supporting, and continually improving IT services.


service management architecture
A structured system of management processes, personnel, the management organization, and the supporting information system, as well as their mutual interrelationship. A well-designed architecture enables an IT management organization to supply its customers with IT functionality in a controlled manner.


service management function
See MOF service management functions.


service manager
Ultimately, the responsible entity for day-to-day provision and monitoring of an individual service across all relevant sites; responsible for providing SLA compliance measures and for ensuring that the service review is carried out. Normally there is one service manager per service.


service monitoring and control
A MOF service management function in the operating quadrant. It allows operations to observe the health of an IT organization in real time. This process ensures that service levels are always in a state of compliance.


service provider
Internal or external provider of IT service.


service request
All incidents other than failures in the IT infrastructure.


service support
A collection of operational disciplines and processes that support the management of the IT production environment; in other words, configuration management, service desk, problem management, and change management.


serviceability (external focus)
The contractual conditions with suppliers, outside of the internal IT, covering the availability of an IT service and the conditions under which the contractual conditions are valid for a configuration item or system.


shared project vision
A best practice or principle of a successful team. It means clearly understanding project goals and objectives, and understanding and buying into a vision that is held by all team members and the customer. It is important because it provides the team a uniform sense of purpose, resolves conflicting and contradictory visions, clarifies project goals and objectives, and ensures that team members are working toward the same goal.


shared project vision
A vision for the project that all members of the project team share. Shared vision unites the team in pursuit of a common goal and is vital to the success of a project.


single point of failure
Any component of an IT service that would cause downtime in the event of it failing to function correctly. Availability management aims to cost-effectively remove as many single points of failure as possible through the use of appropriate countermeasures.


site deployments complete interim milestone
The point during the deployment phase at which the project team has deployed the selected technology at all the phase sites.


See service level agreement.


SLA review
The interval-based review at the end of the MOF supporting quadrant. The operations staff, lead by the support team, reviews the SLAs and the associated metrics during this review and determines which services have met the service level requirements. The staff then takes corrective action to address those areas that fail to meet the requirements.


An SLA typically contains information and requirements on service hours, availability, workload and throughput, priorities, support levels, responsiveness, restrictions, functionality, contingency, security, costs and charges.


It is the management review that assesses the effectiveness of the IT operations group in delivery of the agreed-upon service levels contained in the approved SLA. It focuses its assessment on the delivery of services to the customer and end users and on what changes are required to address any inadequacies in these services.


The SLA review is how MOF recommends that customers, end users, and the operations staff monitor service delivery and is one method of identifying changes required in service levels, system functionality, new business requirements, and/or key process changes.


See MOF service management functions.


software environment
Software used to support the application, such as operating system, database management system, development tools, compilers, and application software.


software library
A controlled collection of software configuration. It includes all of the new, modified, or existing software configuration items that are made available for use at any given time.


solution concept
The part of the vision/scope document that outlines the approach the project team will take to solve the problem. It provides the basis for planning and scoping the analysis and investigative work required to build a specification.


solution design document
A component of the functional specification that contains technology- and product-specific information that will enable the team to move forward with project planning and schedule deployment activities.


source code and executables
A deliverable of the developing phase. These represent the physical reality of the product itself.


sources of risk
Related to the ITIL term category. There are four main sources of risk in IT operations:

  • People. Even if the group's processes and technology are flawless, people make mistakes, and these mistakes can put the business at risk.
  • Process. Flawed or badly documented processes can put the business at risk even if they are followed perfectly.
  • Technology. The IT staff may perfectly follow a perfectly designed process, yet the business can fail because of problems with the hardware, software, and so on.
  • External. Some factors are beyond the IT group's control but can still harm the infrastructure in a way that causes business failure. Natural events such as earthquakes and floods fall into this category, as do externally generated, man-made problems such as civil unrest, computer virus attacks, and changes to government regulations.

The degree by which various organization units carry out specific actions or work per product or service.


spiral life cycle model
A life cycle model that relies on iterations for creativity and continued improvement.


stabilization complete interim milestone
The point during the deployment phase at which the project team has stabilized the solution and transitioned responsibility for the technology to the production support staff.


stabilizing phase
The last of four distinct phases of the MSF process model. It is the period during which all team efforts are directed at addressing all issues, ranging from code defects to mismanaged expectations. No new development occurs during this phase. It culminates in the release milestone, at which point responsibility for the product shifts to the operations team.


The establishment of technical specifications for products, working methods, and similar components for system uniformity. Use of the standard specifications can be made mandatory for subordinate organizations.


Established or prescribed course of action or procedure to be followed for specific situations, operations, or business processes.


The smallest level of action that cannot be decomposed any further.


storage management
A MOF service management function in the operating quadrant. It provides management of on-site and off-site data storage for the purposes of data restoration and historical archiving.


strategic management/level
Actions concerning the relationship of the organization to its environment and the basic outlines of the organization structure. Decisions on a strategic level influence the processes within the organization. Final responsibility lies with the directors, but functionaries at lower management levels have an important role as information providers. Strategic management gives direction to the business-economic, organizational, and technological aspects of management.


strengths, weaknesses, opportunities, threats
Factors in an organization that may impact proposed solutions to enterprise architecture problems. Analyzing these factors may influence IT decisions. See also SWOT analysis.


A logically autonomous part of a conceptual environment that belongs to a specific application or service.


successor task
A task or activity that depends upon the completion of another task, and must start or finish after it.


support role
One of six role clusters in the MOF team model. The support role includes service desk and production support functions. The goal of the service desk is to provide timely, efficient, and accurate customer support in the resolution of incidents while production support teams are typically the second level in the escalation chain of incident management.


supporting quadrant
The third quadrant in the MOF process cycle. It supports IT operations in day-to-day operations. The supporting quadrant incorporates the concepts of integrated resolution processes. These processes include a service desk, incident management, problem management, and service recovery processes. Tasks performed in the supporting quadrant are concurrent with tasks performed in the operating quadrant.


SWOT analysis
A way to evaluate strategies with respect to the organization's resources and environment.


An integrated composite that consists of one or more of the processes, hardware, software, facilities, and people that provides a capability to satisfy a stated need or objective.


system administration
A MOF service management function in the operating quadrant. It focuses on the day-to-day tasks associated with maintaining enterprise systems.