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ItemDescription
MTBF Mean Time Between Failures
A Metric for measuring and reporting Reliability. MTBF is the average time that a Configuration Item or IT Service can perform its agreed Function without interruption.
This is measured from when the CI or IT Service starts working, until it next fails.
MTBSI Mean Time Between Service Incidents
A Metric used for measuring and reporting Reliability. MTBSI is the mean time from when a System or IT Service fails, until it next fails. MTBSI is equal to MTBF + MTRS.
MTRS Mean Time to Restore Service
The average time taken to Restore a Configuration Item or IT Service after a Failure.
MTRS is measured from when the CI or IT Service fails until it is fully Restored and delivering its normal functionality.
MTTR Mean Time to Repair
The average time taken to repair a Configuration Item or IT Service after a Failure. MTTR is measured from when the CI or IT Service fails until it is Repaired.
MTTR does not include the time required to Recover or Restore. MTTR is sometimes incorrectly used to mean Mean Time to Restore Service.
Managerís Certificate The Managerís Certificate is aimed at those who need to demonstrate a capability for managing ITIL-based solutions across the breadth of the Service Management subjects.
Marginal Cost The Cost of continuing to provide the IT Service. Marginal Cost does not include investment already made, for example the cost of developing new software and delivering training.
Middleware Software that connects two or more software Components or Applications. Middleware is usually purchased from a Supplier, rather than developed within the IT Service Provider.
MoR Management of Risk
The OGC methodology for managing Risks.
Monitor Control Loop Monitoring the output of a Task, Process, IT Service or Configuration Item; comparing this output to a predefined norm; and taking appropriate action based on this comparison.

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