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C&CM Change & Configuration Management
CAB Change Advisory Board
A group of people that advises the Change Manager in the Assessment, prioritisation and scheduling of Changes.
This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties such as Suppliers.
CAPEX Capital Expenditure
CCM Component Capacity Management
The Process responsible for understanding the Capacity, Utilisation, and Performance of Configuration Items. Data is collected, recorded and analysed for use in the Capacity Plan.
CFIA Component Failure Impact Analysis
A technique that helps to identify the impact of CI failure on IT Services. A matrix is created with IT Services on one edge and CIs on the other.
This enables the identification of critical CIs (that could cause the failure of multiple IT Services) and of fragile IT Services (that have multiple Single Points of Failure).
CIs Configuration Items
Any Component that needs to be managed in order to deliver an IT Service.
Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management.
CIs are under the control of Change Management. CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs.
CMDB Configuration Management Database
A database used to store Configuration Records throughout their Lifecycle.
CMIS Capacity Management Information System
A virtual repository of all Capacity Management data, usually stored in multiple physical locations.
CMM Capability Maturity Model
A model used to identify Best Practices to help increase Process Maturity.
CMMI Capability Maturity Model (CMM) Integration
CMS Configuration Management System
A set of tools and databases that are used to manage an IT Service Provider's Configuration data.
COBIT Control Objectives for Information and related Technology.
Guidance and Best Practice for the management of IT Processes. COBIT is published by the IT Governance Institute.
COTS Commercial off the Shelf
Application software or Middleware that can be purchased from a Third Party.
CRAMM A methodology and tool for analysing and managing Risks. CRAMM was developed by the UK Government, but is now privately owned.
CSF Critical Success Factor
Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are used to measure the achievement of each CSF.
CSI Continual Service Improvement
A stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications.
CSP Core Service Package
A detailed description of a Core Service that may be shared by two or more Service Level Packages.
CTI Computer Telephony Integration
Commonly used to refer to Systems where an Application displays detailed screens relating to incoming or outgoing telephone calls.
Call Type A Category that is used to distinguish incoming requests to a Service Desk. Common Call Types are Incident, Service Request and Complaint.
Capacity The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive.
Capacity Management Business Capacity Management; Service Capacity Management; Resource Management; Modelling and simulation; Building a capacity management database; Demand management; Application sizing; Capacity Planning.
Change Case A technique used to predict the impact of proposed Changes. Change Cases use specific scenarios to clarify the scope of proposed Changes and to help with Cost Benefit Analysis.
Change Management Organisation of the Change Management function; Role of the Change Advisory Board; Procedures for handling requests for change; Priority levels and handling urgent changes; Change authorisation;
Scheduling, testing, backout plans and implementation of changes; Interface with project management; Change & Configuration Management (C&CM) Plan; Change Models.
Change Model A repeatable way of dealing with a particular Category of Change. A Change Model defines specific pre-defined steps that will be followed for a Change of this Category.
Change Models may be very simple, with no requirement for approval (e.g. Password Reset) or may be very complex with many steps that require approval (e.g. major software Release).
Chronological Analysis A technique used to help identify possible causes of Problems.
All available data about the Problem is collected and sorted by date and time to provide a detailed timeline. This can make it possible to identify which Events may have been triggered by others.
Configuration Management Configuration Items and their relationships; Planning control, levels, variants, models, versions and copies; Naming conventions; baselines; Building, implementing and managing a configuration management database.
Using it to manage problems and changes; Configuration audits; The Definitive Software Library (DSL); Definitive Hardware Store (DHS); Software Licence Management; Change & Configuration Management (C&CM) Plan.
Continual Improvement Continual Service Improvement looks at the Service Management Lifecycle.
It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimisation of the costs associated with service provision.
Continuity Management Loss of IT service; Risk analysis and management; IT recovery options; Creating an ITSCM plan; Implementing and testing the plan; Links to Business Continuity Plans; Return to normal.
Cost Generally costs will vary dependent on which ITIL process you choose to adopt and to what degree you intend to adopt them.
ITIL is not prescriptive so you implement what works for your organisation.

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