Ngoc Anh Tran

- Definition:

The process of solving and recording incidents in IT operation or from business users

- Example: 

Incidents like: forgetting password, cannot log in the system, etc

- Synonym: n/a

- Cloud service: 

Accelerate_Backup_Order,

Advanced_eDiscovery_Storage,

Advanced_eDiscovery_Storage_for_faculty

- Definition:

The activity of managing problem ocurring under IT causes

- Example: 

Problems for example, the whole server is down at once, which makes the business cannot operatre

- Synonym: n/a

- Cloud service: 

Advanced_eDiscovery_Storage,

Advanced_eDiscovery_Storage_for_faculty

- Definition:

compliance with the external rules that are imposed upon an organisation as a whole

- Example: 

Identify applicable regulations: an accounting department of a company based in the US must comply with the US Gap, while a company based in Europe must comply with the IFRS

- Synonym: external compliance, regulatory compliance

- Cloud service: none

- Definition:

This activity do defines how It delivery should happens

- Example: 

I

For an ERP system replacement, it is neccessary that the ERP system is gradually brought into the organization. Therefore, IT delivery process should includes different phases, each of which involves different departments in the organization as well as intruction lessons

- Synonym: IT Delivery

- Cloud service: none

- Definition:

Manage and Evaluate It capability to recover from discontinuity due to internal and external threats

- Example: 

When an organization is located in Japan, IT function need to have an additional plan for continue the service under earthquakes, because in Japan, earthquakes often happens

- Synonym:

IT service continuity

- Cloud service: none

- Definition:

Integrate all forms of changes in IT

- Example: 

IT team can use Docker to keep track of the changes in codes

- Synonym: change management

- Cloud service: none