| Item | Description |
|---|
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MTBF
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Mean Time Between Failures
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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.
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This is measured from when the CI or IT Service starts working, until it next fails.
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MTBSI
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Mean Time Between Service Incidents
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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.
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MTRS
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Mean Time to Restore Service
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The average time taken to Restore a Configuration Item or IT Service after a Failure.
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MTRS is measured from when the CI or IT Service fails until it is fully Restored and delivering its normal functionality.
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MTTR
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Mean Time to Repair
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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.
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MTTR does not include the time required to Recover or Restore. MTTR is sometimes incorrectly used to mean Mean Time to Restore Service.
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Manager’s Certificate
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The Manager’s Certificate is aimed at those who need to demonstrate a capability for managing ITIL-based solutions across the breadth of the Service Management subjects.
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Marginal Cost
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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.
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Middleware
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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.
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MoR
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Management of Risk
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The OGC methodology for managing Risks.
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Monitor Control Loop
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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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