Glossary V3

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EGI Glossary

EGI Glossary - Version 3 - Editing in progress (to be approved by the EGI Glossary Coordination Group). Latest changes made Sep 16, 2016

  • Major changes were the addition or update of IT service management terms from FitSM-0
  • Minor changes (e.g. acronyms)

Why a Common Glossary

The EGI Community is composed by a large number of heterogenous actors who contribute to providing or consuming services for e-Science. Policy makers produce policies and procedures that govern the EGI processes; dissemination experts write articles for communicating the progress and results in using or evolving EGI; end-users write papers on research results achieved through the infrastructure; technology providers report on the advancement of technology components that enable EGI to operate and so on. From many parties, it has been often expressed the need to identify a common set of terms which definition is agreed and shared so to improve the understanding and consistency of documents. The goal of the EGI Glossary is to address this problem by identifying and maintaining a shared set of terms across all the functional areas of EGI in order to enable a consistent understanding and usage within a well-defined scope. The EGI Glossary is maintained by the EGI Glossary Coordination Group who collect feedback from the whole EGI community through the EGI policy boards.

How to Reference

Terms and Definitions

  • Where a definition of a term includes another term, those related terms are given initial capitals
  • The form 'See also Term X, Term Y' is used at the end of a definition where an importan related term is not used with the text of the definition itself

EGI Glossary
Term Abbr. Definition
AUP A set of rules and conditions that describe the appropriate use of and access to Services or Products
Property of information being accessible and usable by an authorised party (Source: FitSM-0)
An entry in an accounting database identifying the quantitative usage of Resources by Users
Set of actions carried out within a Process (Source: FitSM-0)
A predefined collection of software Products that are deployed together so that it appears as a single undivisible Service or application that implements one or more IT Capabilities
Set of actions to evaluate the Capability level of a Process or the overall maturity level of a Management System (Source: FitSM-0)
Systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled

Note 1: Audit evidence is typically based on documented information, information provided during an audit interview, and information gathered through observation
Note 2: Audit criteria may be based on requirements from a management system (including policies, processes and procedures), agreements (including service level agreements and underpinning agreements), contracts, standards or legislation
Note 3: An audit may be an internal audit, if it is conducted under the direct responsibility of the organisation or federation that is subject to the audit, or an external audit, if it is conducted by an external party
Note 4: Both internal and external audits should be conducted by skilled and experienced auditors, and auditors should not audit their own work or areas of responsibilities to ensure the impartiality of the results (Source: FitSM-0)

Ability of a Service or service component to fulfil its intended function at a specific time or over a specific period of time (Source: FitSM-0)
The rationale of how an organisation creates, delivers, and captures Value (Source: Business Model Generation - book)
Achieved level of effectiveness of an individual process or general aspect of management (Source: FitSM-0)
The maximum extent to which a certain element of the infrastructure (such as a Configuration Item) can be used.
Note: It could also be the maximum transaction throughput of a system (Source: FitSM-0)
Alteration (such as addition, removal, modification, replacement) of a Configuration Item (CI) (Source: FitSM-0)
CRC A Resource Centre that conforms to the requirements specified in the Resource Centre Registration and Certification Procedure.

Assignment of items to defined groups based on common attributes, relations or other criteria

Note 1: Items that are subject to classification may include documents, records (such as incident records or change records), services, configuration items (CIs), etc. Defined groups may include categories (such as incident categories or change categories) or priority levels.

Note 2: The act of classification often comprises the application of more than one classification scheme. For instance, an incident record might be assigned to a technical incident category such as ‘software related’, ‘network related’, etc., and also to a priority level like ‘low priority’, ‘medium priority’, etc. The assignment of various incidents, service requests, changes and problems to an affected CI is also a classification.

Note 3: Besides the presentation and analysis of relationships, classification is often used as input for controlling the workflow of a process, e.g. by assigning a priority level to an incident.

(Source: FitSM-0)

Final activity in a workflow of a process to indicate no further action is required for a specific case

Note: Cases that are subject to closure may include incidents, problems, service requests or changes. The activity of closure puts the connected record (such as the incident record, problem record, service request record or change record) in its final status, usually called ‘closed’. (Source: FitSM-0)

A model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. This cloud model is composed of five essential characteristics (on-demand self-service, broad network access, resource pooling, rapid elasticity, measured service), three service models (Software as a Service or SaaS, Platform as a Service or PaaS, Infrastructure as a Service or IaaS), and four deployment models (private cloud, community cloud, public cloud, hybrid cloud). (Source: NIST)
A Platform deployed on top of an Infrastructure Platform providing Capabilities useful across multiple (if not all) research communities irrespective of their scientific domain and enabling the collaboration within and across communities.
A Platform that provides a set of Services customised for the needs of a specific community to enable their Users to run specific applications.
Sum of knowledge, skills and experience that an individual or group needs to effectively take on a specific Role (Source: FitSM-0)
Property of information not being accessible to unauthorised parties (Source: FitSM-0)
State of a specified set of attributes, relationships and other relevant properties of one or more Configuration Items (CIs)

Note: The documented configuration of a number of CIs at a given point in time is called a configuration baseline, which is usually taken prior to the deployment of one or more changes to these CIs in the live environment. (Source: FitSM-0)

CI Element that contributes to the delivery of one or more Services or Service Components therefore requiring control of its Configuration

Note 1: CIs can vary widely, from technical components (e.g. computer hardware, network components, software) to non-technical items such as documents (e.g. service level agreements, manuals, license documentation). Note 2: The data necessary for effective control of a CI is stored in a CI record. In addition to attributes of the CI, the CI record likely includes information on relationships it has with other CIs, service components and services. CI records are stored in a configuration management database (CMDB). (Source: FitSM-0)

CMDB Store for data about Configuration Items

Note: A CMDB is not necessarily a single database covering all configuration items (CIs). It may rather be composed of multiple physical data stores. (Source: FitSM-0)

Extent to which requirements are met in some context

Note: the term compliance is generally used as a synonym for conformity. However, sometimes conformity is used in the context of adherence to internal regulations and requirements as defined by policies, processes and procedures, while compliance is used in the context of adherence to external requirements, such as laws, standards and contracts. (Source: FitSM-0)

Property of a Service to maintain all or parts of its functionality, even in exceptional circumstances

Note: Exceptional circumstances include emergencies, crises or disasters which affect the ability to provide services over extended periods of time. (Source: FitSM-0)

Organisation or part of an organisation that commissions a Service Provider in order to receive one or more Services

Note: A customer usually represents a number of Users (Source: FitSM-0)

Information and its supporting medium

Note: Examples of documents include Policies, plans, Process descriptions, Procedures, SLAs, Contracts or Records of activities to be preformed. (Source: FitSM-0)

Extent to which the goals and expectations connected are met

Note: In a management system, effectiveness is mostly measured against the defined goals of the processes that are subject to this system. (Source: FitSM-0)

Degree of ability to meet goals and expectations with minimum consumption of resources

Note 1: In a management system, efficiency is mostly considered in the context of the processes that are subject to this system. Note 2: Resources may be human, technical, informational or financial. (Source: FitSM-0)

Change of responsibility for a case (such as an incident, service request, problem or change) or activity to another individual or group

Note: There are two basic types of escalation: Hierarchical escalation transfers responsibility (temporarily) to someone with a higher level of authority. Functional escalation transfers responsibility to someone with a different set of competencies or privileges required to handle the case or activity. (Source: FitSM-0)

Combination of digital technology, computational resources, and communications to support collaborative work and research
A 30-month project, co-funded by the European Commission’s Horizon 2020 Programme (contract number: RI-654142) "Engaging the Research Community towards an Open Science Commons". The project aims to accelerate the implementation of the Open Science Commons by expanding the capabilities of a European backbone of federated services for compute, storage, data, communication, knowledge and expertise, complementing community-specific capabilities.
A four-year project, co-funded by the European Commission’s 7th Framework Programme (contract number: RI-261323), helping to establish a sustainable, reliable e-Infrastructure that can support researchers’ needs for large-scale data analysis. A non-profit organisation based in Amsterdam established to coordinate and manage the infrastructure (EGI) on behalf of its participants: National Grid Initiatives (NGIs) and European Intergovernmental Research Organisations (EIROs).
EGI A federation of shared computing, storage and data resources from national and intergovernmental resource providers that delivers sustainable, integrated and secure distributed computing services to European researchers and their international partners.
EIRO A legal organisation and member of the EIROforum that has extensive expertise in the areas of basic research and the management of large, international infrastructures, facilities and research programmes.
ERA A unified research area open to the world based on the Internal Market, in which researchers, scientific knowledge and technology circulate freely and through which the Union and its Member States strengthen their scientific and technological bases, their competitiveness and their capacity to collectively address grand challenges.
Individual, organisation or body that works together with other federation members to provide a Service in a federated environment.
Note: Typically, federation members will not necessarily be bound together by strict, financial, legal or hierarchical agreements as they might be in traditional service provision.
Body that acts to coordinate a set of Federation Members in some way.
Note: The ways and extent in which they do so may vary widely, from a very loose central body to a fully integrated system with strong central control.
IT Infrastructure that is concerned with the integration, virtualisation, and management of Services and Resources in a distributed, heterogeneous environment that supports collections of Users and resources (Virtual Organisations) across traditional administrative, trust and organisational boundaries (real organisations). (Source: OGF GFD-I.181)
HPC A computing paradigm that focuses on the efficient execution of compute intensive, tightly-coupled tasks. Given the high parallel communication requirements, the tasks are typically executed on low latency interconnects which makes it possible to share data very rapidly between a large numbers of processors working on the same problem. HPC systems are delivered through low latency clusters and supercomputers and are typically optimised to maximise the number of operations per seconds. The typical metrics are FLOPS, tasks/s, I/O rates.
HTC A computing paradigm that focuses on the efficient execution of a large number of loosely-coupled tasks. Given the minimal parallel communication requirements, the tasks can be executed on clusters or physically distributed resources using grid technologies. HTC systems are typically optimised to maximise the throughput over a long period of time and a typical metric is jobs per month or year.
An expression used to mean 'performed on computer or via computer simulation'. (Source: Wikipedia)
Any event which is not part of the standard operation of a Service and which causes or may cause an interruption to, or a reduction in, the quality of that service. (Source: ISO 20000-1)
Unplanned disruption of operation in a service or service component, or degradation of service quality versus the expected or agreed service level or operational level according to Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Underpinning Agreements (UAs) with suppliers. (FitSM-0:2015)
Preservation of confidentiality, integrity and accessibility of information.
A means of controlling or managing one or more risks to Information Security.
An occurrence or previously unknown situation indicating a possible breach of Information Security.
Note: An occurrence or situation is considered a potential breach of information security if it may lead to a negative impact on the confidentiality, integrity and/or accessibility of one or more information assets.
Single Information Security Event or a series of information security events with a significant probability of having a negative impact on the delivery of Services to customers, and therefore on the customers’ business operations.
A Platform that enables flexible and efficient provisioning of IT resources irrespective of the User’s actual use of those Resources. It forms the foundation layer to develop Community and Collaboration Platforms to be built on top of it.
Property of information being protected from unauthorised modification, duplication or deletion.
The ability of systems, people and organisations to provide Services to and accept services from other systems, people and organisations and to use the services so exchanged to enable them to operate effectively together.
See Capability.
All of the hardware, software, networks, facilities, etc. that are required to develop, test, deliver, monitor, control or support applications and IT Services. The term includes all of the information technology but not the associated people, Processes and Documentation. (Source: ITIL 2011)
A service provided by an IT Service Provider like a Resource Centre or a Resource infrastructure Provider. An IT service is made up of a combination of information technology, people and Processes. A user-facing IT service directly supports the business processes of one or more Users and its Service Level Targets should be defined in a Service Level Agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver user-facing services. (Source: ITIL 2011 adapted)
A service that is enabled by the use of information technology (IT) (FitSM-0:2015)
ITSM The entirety of Activities performed by an IT service provider to plan, deliver, operate and control IT services offered to customers.
Note: The activities carried out in the ITSM context should be directed by Policies and structured and organised by Processes and supporting Procedures.
KPI Metric that is used to track the performance, Effectiveness or Efficiency of a Service or Process.
Note: KPIs are generally important metrics that will be aligned to critical success factors and important goals. KPIs are therefore a subset of all possible metrics, intended to allow for monitoring and correcting/improving the effectiveness and/or efficiency of a system or Process.
Problem which has not (yet) been corrected, but for which there is a documented workaround or temporary fix to prevent (excessive) negative impact on services.
Entirety of policies, processes, procedures and related resources and capabilities aiming at effectively performing management tasks in a given context and for a given subject.
Note 1: A management system is generally intangible. It is based on the idea of a systematic, structured and process-oriented way of managing.
Note 2: While documentation (such as process definitions, procedures and records) and tools (such as workflow support and monitoring tools) can be parts of a management system, management system considerations are not limited to the questions of documentation and tool support.
Note 3: In the context of (IT) service management and the FitSM standard series, the idea of a service management system (SMS) is a central concept, where the context of the management system is the organisational context of the service provider, and the subject is to plan, deliver, operate and control (IT) services.
The overall ability of a Service Provider to manage their Services, made up by the combination of their Capabilities in different specific areas.
MoU An agreement that clarifies the relationships, responsibilities and communication channels between two or more parties that may share Services, clients, and Resources. The MoU is used when both parties do not want to pursue a Contract that is legally binding (generally). Formal contracts can be intimidating therefore MoUs are the better option for some communities. However, it can also be used to regulate the relationship between parties.
NGI The national federation of shared computing, storage and data resources that delivers sustainable, integrated and secure distributed computing services to the national research communities and their international collaborators. The federation is coordinated by a National Coordinating Body providing a single point of contact at the national level and has official membership in the EGI Council through an NGI legal representative.
An organisation that has the exclusive responsibility for strategic decisions and overall management of a National Grid Infrastructure. The organisation can perform or delegate the Role of NGI legal representative.
The legal organisation that has the exclusive mandate delegated through the National Coordinating Body to legally represent an NGI at the national and international level and serves as the NGI representative member in the EGI Council. The NGI Legal Representative may also perform the function of the National Coordinating Body.
A case or situation where a requirement is not fulfilled.
Note: This may also be referred to as noncompliance.
An ICT ecosystem is open when it is capable of incorporating and sustaining Interoperability, collaborative development and transparency, while increasing capacities to create flexible, service-oriented ICT applications that can be taken apart and recombined to meet changing needs more efficiently and effectively.
The umbrella term of the movement to make scientific research, data and dissemination accessible to all levels of an inquiring society, amateur or professional. It encompasses practices such as publishing open research, campaigning for open access, encouraging scientists to practice open notebook science, and generally making it easier to publish and communicate scientific knowledge. (Source: Wikipedia)
A standard is open if meets the following criteria: All stakeholders have the same possibility of contributing to the development of the specification and public review is part of the decision-making process; The specification is available for everybody to study; Intellectual Property Rights related to the specification are licensed on FRAND (Fair, Reasonable, and Non-Discriminatory) or royalty-free terms in a way that allows implementation in both proprietary and open source software.
OLA An agreement between an IT Service Provider and another part of the same organisation. An OLA supports the IT Service Provider’s delivery of IT Services to Users. The OLA defines the goods or Services to be provided and the responsibilities of both parties.(EGI V1)
Documented agreement between a IT Service Provider or Federation Member and another part of the service provider’s organisation or the Federation to provide a Service Component or subsidiary service needed to allow provision of services to Customers.(FitSM-0:2015)
Reference/target Values for parameters that are used to measure the performance of a Service Component, and that are listed in an Operational Level Agreement or Underpinning Agreement related to this service component.
Note: typical operational targets might include Availability or resolution time for Incidents, though many hard and soft targets can be considered.
A centre offering operations services on behalf of one or more Resource Infrastructure Providers.
A structured software unit suitable for automated installation on a computer. A Package may specify dependencies on other packages, so that either a specific version of that package, or a minimum version of that package may satisfy that dependency.
An IT system composed by hardware and/or software components providing a compatibility layer that enables upper-level platforms or user applications to run.
A Service Provider that brings together software components from different Technology Providers or use external services (e.g. from the Collaboration Platform) to meet the needs of a particular consuming research community.
A Service Provider that ensures the Services deployed as part of an Infrastructure or Community Platform are operating effectively on the distributed resources for their consuming community.
Clear, formal and mandatory statement and position of general nature adopted by the IT Infrastructure governance bodies.(EGI V1)
Documented set of intentions, expectations, goals, rules and requirements, often formally expressed by Top Management representatives in an organisation or federation.
Note: Policies are then realised in Processes, which are in turn made up of Activities that people carry out according to Procedures.(FitSM-0:2015)
PDP The process for the review, approval and revision of Policies and Procedures.
*Post implementation review
Review after the implementation of a change that determines if the change was successful.
Note: Depending on the specific type and complexity of the change, the post implementation review may vary widely in its depth.
Relative importance of a target, object or activity.
Note: Often Incidents, Service Requests, Problems and Changes are given a priority. In the case of incidents and problems, priority is usually based on the specific impact and urgency of the situation.
Unknown underlying cause of one or more Incidents. (Source: ISO 20000-1)
The underlying cause of one or more Incidents that requires further investigation to prevent incidents from recurring or reduce the impact on Services.(FitSM-0:2015)
Step by step written and approved specification of how to complete a specific task or Process.(EGI V1)
Specified set of steps or instructions to be carried out by an individual or team to perform one or more activities of a Process.(FitSM-0:2015)
A structured set of Activities designed to accomplish a specific objective. A Process takes one or more defined inputs and turns them into defined outputs. It may include any of the Roles, responsibilities, tools and management controls required to reliably deliver the outputs. A Process may define Policies, Standards, guidelines, activities and work instructions if they are needed. (Source: ITIL 2011)
Structured set of Activities, with clearly defined responsibilities, that bring about a specific objectives or set of results from a set of defined inputs.
Note: Generally, a Process is a logical subdivision of a larger set of activities used to provide or manage services, if the process is part of the Service Management System. (FitSM-0:2015)
A marketed entity (here: software component) that may provide a Service of its own, or may be re-used as an internal component in another product, or appliance. A Product may consist of one or more deployable packages.
QoS The collective effect of service performance that determine the degree of satisfaction of a User of the Service. Note that the quality of service is characterised by the combined aspects of service support performance, service operability performance, service integrity and other factors specific to each service. (Source: TMF)
Documentation of an event or the results of performing a Process or Activity.
Set of one or more changes to Configuration Items that are grouped together and deployed as a logical unit.
Facilities, resources and services that are used by the research communities to conduct research and foster innovation in their fields. Where relevant, they may be used beyond research, e.g. for education or public services. They include: major scientific equipment (or sets of instruments); knowledge-based resources such as collections, archives or scientific data; e-infrastructures such as data and computing systems and communication networks; and any other infrastructure of a unique nature essential to achieve excellence in research and innovation. Such infrastructures may be 'single-sited', 'virtual' or 'distributed' (Source: EC Glossary)
A storage location from which software packages may be retrieved and installed on a computer. (Source: Wikipedia)
A physical or virtual entity that is consumed from an e-Infrastructure through IT Services.
RC The smallest resource administration domain in an e-Infrastructure. It can be either localised or geographically distributed. It provides a minimum set of local or remote IT Services compliant to well-defined IT Capabilities necessary to make resources accessible to Users. Access is granted by exposing common interfaces to Users.
An individual who is responsible for installing, operating, maintaining and supporting one or more Resources or IT Services in a Resource Centre.
An individual who leads the Resource Centre operations, and is the official technical contact person in the connected organisation. He/she is locally supported by a team of Resource Centre Administrators.
RI A federation of Resource Centres.
RP The legal organisation responsible for any matter that concerns the respective Resource Infrastructure. It provides, manages and operates (directly or indirectly) all the operational services required to an agreed level of quality as required by the Resource Centres and their user community. It holds the responsibility of integrating these operational services into EGI in order to enable uniform resource access and sharing for the benefit of their Users. The Resource infrastructure Provider liaises locally with the Resource Centre Operations Managers, and represents the Resource Centres at an international level. Examples of a Resource infrastructure Provider are the European Intergovernmental Research Organisations(EIRO) and the National Grid Initiatives (NGIs).
A group of scientists or researchers from different universities, institutes or other organisations working together for a common goal.
Documented proposal for a Change to be made to one or more Configuration Items.
Possible negative occurrence that would have a negative impact on the Service Provider's ability to deliver agreed Services to customers, or that would decrease the value generated through some service.
Note: Risk is made up of the probability of the threat entailed, the vulnerability to that threat of some asset, and the impact the threat would have, if it occurred.
Set of responsibilities, connected behaviours or actions collected into a logical unit that can be assigned to an individual, team or group.
Note: An individual may have multiple roles.
A community-specific set of tools, applications, and data collections that are integrated together via a web portal or a desktop application, providing access to Resources and Services.
A means of delivering Value to Users by facilitating outcomes they want to achieve without the ownership of specific costs and Risks. (Source: ITIL 2011, adapted)
A way to provide value to a User/Customer through bringing about results that they want to achieve.
Note 1: Services usually provide value when taken on their own – unlike the specific service components they are composed of.
Note 2: In the context of the FitSM standard series, when referring to services, usually IT services are meant.(FitSM-0:2015)
SAC Criteria that must be fulfilled by the time a new or changed service is deployed and made available to customers.
Note: SAC are defined when a new or changed service is designed, and they may be updated or refined during the development or transition process. They may cover functional and non-functional aspects of the specific service to be deployed. SAC are part of the service design and transition package.
A database or structured document with information about all live IT services, including those available for deployment. The Service Catalogue is part of the Service Portfolio and contains information about two types of IT service: user-facing services that are visible to the business; and supporting services required by the Service Provider to deliver user-facing services. (Source: ITIL 2011)
User/Customer facing list of all live Services offered along with relevant information about these services.
Note: The service catalogue can be regarded as a filtered version of and customers' view on the service portfolio.(FitSM-0:2015)
Logical part of a Service that provides a function enabling or enhancing a service.
Note 1: A service is usually composed of several service components.
Note 2: A service component is usually built from one or more configuration items (CIs).
Note 3: Although a service component underlies one or more services, it usually does not create value for a customer alone and is therefore not a service by itself.
SDTP Entirety of plans for the design and transition of a specific new or changed service.
Note: A service design and transition package should be produced for every new or changed service. It may consist of a number of documented plans and other relevant information, available in different formats, including a list of requirements and Service Acceptance Criteria (SAC), a project plan, communication and training plans, technical plans and specifications, resource plans, development and deployment schedules/timetables etc.
SLA An agreement between a Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets and specifies the responsibilities of the Service Provider and the customer. A single SLA may cover multiple IT Services or multiple customers/clients.(EGI V1)
Documented agreement between a Customer and Service Provider that specifies the Service to be provided and the Service Targets that define how it will be provided.(FitSM-0:2015)
SLM The Process responsible for negotiating achievable Service Level Agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed Service Level Targets. Service Level Management monitors and reports on service levels, holds regular service reviews with customers/clients, and identifies required improvements. (Source: ITIL 2011)
SLT A commitment that is documented in a Service Level Agreement. Service Level Targets are based on service level requirements, and are needed to ensure that the IT Service is able to meet business or organisation objectives. They should be smart and are usually based on key performance indicators. (Source: ITIL 2011)
The entirety of activities performed by a service provider to plan, deliver, operate and control services offered to customers.
Note 1: The activities carried out in the service management context should be directed by policies and structured and organised by processes and supporting procedures.
Note 2: In the context of the FitSM standard series, when referring to service management, usually IT service management is meant.


Overall plan for implementing and operating a Service Management System (SMS).
SMS Overall management system that controls and supports service management of services within an organisation or federation.
Note: The SMS can be regarded as the entirety of interconnected policies, processes, procedures, roles, agreements, plans, related resources and other elements needed and used by a service provider to effectively manage the delivery of services to customers. See also: Management system
A choice of utility and warranty that the customer can/should specify when commissioning the service.

Note: An option can be defined by a name, a description and attributes (described with a name and possible values)

Internal list that details all the services offered by the service provider, including those in preparation, live and discontinued.
An organisation supplying Services to one or more internal or external Users. Service provider is often used as an abbreviation for IT Service Provider. (Source: ITIL 2011 adapted)
Organisation or federation or part of an organisation or federation that manages and delivers a service or services to customers.(FitSM-0:2015)
Report that details the performance of a service versus the Service Targets detailed in Service Level Agreements - often based on Key Performance Indicators (KPIs).
User request for information, advice, access to a service or a pre-approved change
Note: Service requests are often handled by the same process and tools as incidents
Reference/target values for parameters that are used to measure the performance of a service, and that are listed in a [[#Service_Level_Agreement|Service Level Agreement related to this service.
Note: typical service targets might include Availability or resolution time for Incidents, though many hard and soft targets can be considered.
See Resource Centre.
A combination of products, services, and intellectual property focused on solving a problem (opportunity) that creates and/or drives value (measurable) and can be significantly standardised. The solutions components can be from either the provider and one or more partners, and the solutions implementer can be the provider, the partner, the customer itself, or a combination of the three. (source: [1]).
External organisation that provides a (supporting) Service or Service Components to the Service Provider, which they need to operate their Processes and provide services to their customers/users.
A document, established by consensus and approved by a Standards Organisation, which provides, for common and repeated use, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimum degree of order in a given context. Compliance is not compulsory.
SDO A chartered organisation tasked with producing Standards and specifications, according to specific and strictly defined requirements, procedures and rules. Standards developing organisations include recognised standardisation bodies such as : 1) international standardisation committees such as the International Organisation for Standardisation (ISO), the three European Standard Organisations: the European Committee for Standardisation (CEN), the European Committee for Electrotechnical Standardisation (CENELEC) or the European Telecommunications Standards Institute (ETSI), national standardisation organisations such as ANSI; 2) fora and consortia initiatives for standardisation such as the Open Grid Forum (OGF) or the Organisation for the Advancement of Structured Information Standards (OASIS).
TP Delivers the software, services and/or support required by any client or customer. Technology Providers can be community-specific as organisations or projects that develop or deliver software for specific user communities or customisation for specific requirements. They can also be generic as open-source software collaborations or commercial software providers that deliver technology spanning multiple user communities or domains for general infrastructure purposes.
Senior management within the Service Provider organisation or federation who set Policies and exercise overall control of the organisation or federation and their Service Management System (SMS).
An IT Capability defined in the UMD Roadmap.
UA Documented agreement between a Service Provider and an external supplier that specifies the underpinning service(s) or service component(s) to be provided by the supplier, and the service targets that define how it will be provided.
Note 1: A UA can be seen as a service level agreement (SLA) with an external supplier where the service provider is in the customer role.
Note 2: A UA may be referred to as an underpinning contract (UC) in other ITSM frameworks. (FitSM-0:2015)
UC A contract between an IT service provider and an external supplier. The external supplier provides goods or services that support delivery of an IT Service to a customer/client. The Underpinning Contract defines targets and responsibilities that are required to meet agreed service level targets in one or more Service Level Agreements. (Source: ITIL 2011).
See: Underpinning Agreement (UA) (FitSM-0:2015)
UMD The integrated set of software components contributed by Technology Providers and packaged for deployment as production-quality services in EGI.
Individual that uses a Service on day-to-day basis. (Adapted from FitSM-0:2016)
The benefit to a Customer and their Users delivered by a Service.
Note: Value should be considered as a composition of the utility (fitness for purpose) and warranty (fitness for use, covering sufficient availability/continuity, capacity/performance and information security) connected to a service.
A promise of Value to be delivered and a belief from the customer/client of value that will be experienced. A value proposition can apply to an entire organisation, or parts thereof, or client accounts, or Products or Services.
VMI A representation of the file system of a virtual machine, usually including a pre-configured operating system (OS) environment and a set of pre-installed applications.
VO A group of people (e.g. scientists, researchers) with common interests and requirements, who need to work collaboratively and/or share resources (e.g. data, software, expertise, CPU, storage space) regardless of geographical location. They join a VO in order to access resources to meet these needs, after agreeing to a set of rules and Policies that govern their access and security rights (to users, resources and data).
An individual responsible for the membership registry of a VO including its accuracy and integrity.
VRC A group of large-scale research collaborations, or a number of separate VOs grouped according to research domain or computational technique. The group shares information and experience in achieving their goals through the usage of an e-Infrastructure (e.g., best practices, applications, training material).
VRE Domain specific environments or combination of environments that provide the researcher with easy access to the services deployed to enable their data analysis activities, whether through command line interfaces or higher-level generic tools that simplify the data analysis process.
VT A group of individuals spread across different organisations that are brought together for typically small scale projects, which cut across existing organisational structures.
A series of computational or data manipulation steps in order to use IT resources.
A software system that enables scientific communities to compose and execute a series of computational or data manipulation steps, or a workflow, in a scientific application on IT resources.

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This work by is licensed under Creative Commons Attribution 4.0 International License
This work is based on FitSM-0:2015, which was released under a Creative Commons 4.0 Attribution License (CC BY 4.0). It is part of the FitSM Standard family for lightweight IT service management, freely available at