Business Process Outsourcing: BPO. The relocating of entire business functions using formal arrangements between organizations where one organization provides and manages the other organization's entire bsuiness processes or functions in a low-cost location.
Change Advisory Board: CAB. A group of people who can give expert advice to the Change Management team on the implementation of changes. It is likely to be made up of representatives from all areas within IT and representatives from business units.
Change Request: A formal communcation seeking an alteration to one or more configuration items.
Configuration Item: A service component or other item that is, or will be under the control of Configuration Management. It may be vary widely in complexity, size and type, ranging from an entire service or system, including hardware, software and documentation to a single software model or a small hardware component.
Incident: Defined as an unplanned interruption to an IT service. Failure of a configuration item that has not yet impacted service is also an incident, for example failure of a backup harddrive.
Problem Management: Involves root-cause analysis to pro-active detection and prevention of problem/incident. And a known error sub-process to provide quick diagnosis and resolution if futher incident occurs.
Release Management: Describes the portion of a service or IT infrastructure that is normally released together according to the organization's release policy.
Service Level Agreement: SLA - an agreement between an IT service provider and a customer that describes the IT services and specifies the responsibilities of the IT service provider and the customer.
**The list is expanding.
