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ItemDescription
PBA Pattern of Business Activity
A Workload profile of one or more Business Activities. Patterns of Business Activity are used to help the IT Service Provider understand and plan for different levels of Business Activity.
PFS Prerequisite for Success
An Activity that needs to be completed, or a condition that needs to be met, to enable successful implementation of a Plan or Process. A PFS is often an output from one Process that is a required input to another Process
PIR Post Implementation Review
A Review that takes place after a Change or a Project has been implemented. A PIR determines if the Change or Project was successful, and identifies opportunities for improvement.
PMBOK Project Management Body of Knowledge
A Project management Standard maintained and published by the Project Management Institute.
PRINCE2 PRojects In Controlled Environments
A methodology for Project management.
PSA Projected Service Availability
PSO Projected Service Outage
A Document that identifies the effect of planned Changes, maintenance Activities and Test Plans on agreed Service Levels.
Pain Value Analysis A technique used to help identify the Business Impact of one or more Problems.
A formula is used to calculate Pain Value based on the number of Users affected, the duration of the Downtime, the Impact on each User, and the cost to the Business (if known).
Pareto Principle A technique used to prioritise Activities. The Pareto Principle says that 80% of the value of any Activity is created with 20% of the effort.
Pareto Analysis is also used in Problem Management to prioritise possible Problem causes for investigation.
Passive Monitoring Monitoring of a Configuration Item, an IT Service or a Process that relies on an Alert or notification to discover the current status.
Percentage utilisation The amount of time that a Component is busy over a given period of time. For example, if a CPU is busy for 30 minutes in a one hour period, its utilisation is 50%
Plan-Do-Check-Act A four stage cycle for Process management, attributed to Edward Deming.
PLAN: Design or revise Processes that support the IT Services.
DO: Implement the Plan and manage the Processes.
CHECK: Measure the Processes and IT Services, compare with Objectives and produce reports
ACT: Plan and implement Changes to improve the Processes.
Practitioner’s Certificate This is aimed at those who are responsible within their organisation for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes.
The Practitioner’s Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialism.
Pro-forma A template, or example Document containing example data that will be replaced with the real values when these are available.
Problem Management Incidents, problems and known errors; Problem control and prevention; Error control procedures; Coding systems for problem/error categorisation impact, urgency and priority; Proactive Problem Management; Problem solving.
Provider Types Type I: deliver service to one specific business unit.
Type II: services multiple business units in the same organisation.
Type III: operates as an external service provider serving multiple external customers.

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