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воскресенье, 18 июля 2010 г.

Opalis Integration Pack for HP Service Manager 5.10

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP Service Manager 5.10.

Contents

Introduction

The Opalis Integration Pack for HP Service Manager 7 enables you to create, monitor, and manage entries in HP Service Manager. This includes manipulation of Change, Incident, and Service Desk entries.

This Integration Pack adds the following objects to Opalis Integration Server:

  • Monitor Entry
  • Create Entry
  • Close Entry
  • Update Entry
  • Get Entry


For more information about these objects, please refer to the Integration Pack Online Help

Fixes and Enhancements

ADDED: Compatibility with OIS 6.2

System Requirements

For both 6.2 and 7.0 you will need a separate license in order to use the web services. Both 6.2 and 7.0 require the SOAP API capability word assigned to the user used in the IP.

ODBC configuration (System DSN) is required Client only (optional on action servers)

Integration Target Compatiibility

HP ServiceCenter 6.2 and 7.0

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

Please see the Deploying Integration Packs and Hotfixes section in Opalis Integration Server Adminisrator Guide for instructions on registration and deployment of Integration Packs.

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Opalis Integration Pack for HP OpenView Service Desk 5.31

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP OpenView Service Desk 5.31.

Contents

Introduction

The Opalis Integration Pack for HP OpenView Service Desk is an add-on for Opalis Integration Server that enables you to build Policies that manage HP OpenView Service Desk operations.

The Opalis Integration Pack for HP Service Desk enables IT administrators to automate and integrate standardized IT processes and software with HP Service Desk incidents.

Fixes and Enhancements

UPDATED: Installation procedure and system requirements

System Requirements

* Web-api.jar file has to be installed on all Action Servers and Clients. See Installation Instructions

Integration Target Compatiibility

HP Service Desk version 4.5 with service pack 4 or higher installed.

Operating Systems

Microsoft Windows 2000 Server with SP4
Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

  1. Deploy the Integration Pack to the Action Servers and Clients that will use the Integration Pack. For more information about deploying Integration Packs, see the Opalis Integration Server Administrator Guide.
  2. Download the HP OpenView Service Desk patch that matches the currently installed patch on your HP OpenView Service Desk system. You can find patches at:
    http://support.openview.hp.com/selfsolve/patches
  3. Open the patch files and find the web-api.jar file located in the ‘api’ directory.
  4. Copy web-api.jar to Program Files\Common Files\Opalis Software\Opalis Integration Server\Extensions\Support\HP Service Desk on each Action Server and Client that will be using the Integration Pack.

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Opalis Integration Pack for HP OpenView Operations (Windows) 5.12

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP OpenView Operations (Windows) 5.12.

Contents

Introduction

The Opalis Integration Pack for HP OpenView Operations (Windows) is an add-on for Opalis Integration Server that enables you to build Policies that manage HP OpenView Operations (Windows) operations.

Efficiently and effectively managing the lifecycle for OpenView Operations messages is a challenge for many IT organizations. Users need tools that can instantly integrate and automate OpenView Operations Messages into standardized IT processes and software. The Integration Pack for OpenVew Operations allows users to monitor for key OpenView messages and take automated diagnostic or corrective actions. Opalis Integration Server also provides users with sophisticated tools to dynamically decide what actions should be taken and who to assign critical messages to via email, pager, or trouble ticketing systems such as HP OpenView Service Desk.

Additionally, access to message suppression capabilities are needed by staff in the field for both scheduled outages of managed servers and during ad-hoc maintenance periods, such as repairing a crashed server and trouble-shooting problem tickets.

Fixes and Enhancements

ADDED: Compatibility with OIS 6.2

System Requirements

* Opalis Web Services for OpenView Operations installed on the HP OpenView Operations server.

* HP OpenView Interconnect installed on the OpenView Operations Management server.

Integration Target Compatiibility

OVO 7.5 and 8.0 with OVI 3.3/3.4/3.5

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

Please see the Deploying Integration Packs and Hotfixes section in Opalis Integration Server Adminisrator Guide for instructions on registration and deployment of Integration Packs.

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Opalis Integration Pack for HP OpenView Operations (Unix - Solaris) 5.12

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP OpenView Operations (Unix - Solaris) 5.12.

Contents

Introduction

The Opalis Integration Pack for HP OpenView Operations (Solaris) is an add-on for Opalis Integration Server that enables you to build Policies that manage HP OpenView Operations (Solaris) operations.

Efficiently and effectively managing the lifecycle for OpenView Operations messages is a challenge for many IT organizations. Users need tools that can instantly integrate and automate OpenView Operations Messages into standardized IT processes and software. The Integration Pack for OpenVew Operations allows users to monitor for key OpenView messages and take automated diagnostic or corrective actions. Opalis Integration Server also provides users with sophisticated tools to dynamically decide what actions should be taken and who to assign critical messages to via email, pager, or trouble ticketing systems such as HP OpenView Service Desk.

Additionally, access to message suppression capabilities are needed by staff in the field for both scheduled outages of managed servers and during ad-hoc maintenance periods, such as repairing a crashed server and trouble-shooting problem tickets.

Fixes and Enhancements

ADDED: Compatibility with OIS 6.2

System Requirements

  • Opalis Daemon for HP OpenView Operations installed on the HP OpenView Operations server.
  • The Set Scheduled Outage object requires an ‘outage’ file to be created in the ‘/etc/opt/OV/share/conf/OpC/mgmt_sv/respmgrs’ folder of the HP OpenView Operations server. You can find a sample of this file in the HP OpenView Operations sample directory.
  • The Monitor Message object requires the Message Stream Interface to be configured on your OpenView Operations server using the Administrator console. You must Enable Output in the Message Stream Interface and it must be configured to Send All Messages to Server MSI. Make sure Copy Messages is selected.
  • The Integration Pack for HP OpenView Operations requires the Oracle 9 client (with all of the latest patches applied) or the Oracle 10 client with OCI installed on the Action Server computer. The service name must be configured to the OpenView Operations database. You also must add the OCI DLLs to the PATH environment variable. In a typical installation of the Oracle 9i client these DLLs will be located in 'C:\oracle\ora92\bin'.
  • The ITOSOL_00403 and ITOSOL_00438 patches must be applied to your HP OpenView Operations server.
  • Oracle OCI must be installed on the HP OpenView Operations server. The following environment variables must be configured. See the Oracle documentation for information about configuring the environment variables.
    • ORACLE_BASE
    • ORACLE_HOME
    • ORACLE_TERM
    • ORACLE_SID
  • The libgcc-3.4.1-sol9-sparc-local.gz package must be installed. This can be downloaded from the Sun website.
  • The following files must be located under the LD_LIBRARY_PATH environment variable. The paths in parentheses describe the typical location for each file.
    • libopcsv_r.so (/opt/OV/lib)
    • libopcdb.so (/opt/OV/lib)
    • libnspsv.so (/opt/OV/lib)
    • libov.so (/opt/OV/lib)
    • libocijdbc9.so (/opt/oracle/product/9.2.0/lib32)

Integration Target Compatiibility

HP OpenView Operations 8 for Sparc Solaris Version 9

Operating Systems

Solaris 9

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

Please see the Deploying Integration Packs and Hotfixes section in Opalis Integration Server Adminisrator Guide for instructions on registration and deployment of Integration Packs.

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Opalis Integration Pack for HP OpenView Operations (Unix - HPUX) 5.12

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP OpenView Operations (Unix - HPUX) 5.12.

Contents

Introduction

The Opalis Integration Pack for HP OpenView Operations (HP-UX) is an add-on for Opalis Integration Server that enables you to build Policies that manage HP OpenView Operations (HP-UX) operations.

Efficiently and effectively managing the lifecycle for OpenView Operations messages is a challenge for many IT organizations. Users need tools that can instantly integrate and automate OpenView Operations Messages into standardized IT processes and software. The Integration Pack for OpenVew Operations allows users to monitor for key OpenView messages and take automated diagnostic or corrective actions. Opalis Integration Server also provides users with sophisticated tools to dynamically decide what actions should be taken and who to assign critical messages to via email, pager, or trouble ticketing systems such as HP OpenView Service Desk.

Additionally, access to message suppression capabilities are needed by staff in the field for both scheduled outages of managed servers and during ad-hoc maintenance periods, such as repairing a crashed server and trouble-shooting problem tickets.

Fixes and Enhancements

ADDED: Compatibility with OIS 6.2

System Requirements

  • Opalis Daemon for HP OpenView Operations installed on the HP OpenView Operations server
  • The Set Scheduled Outage object requires an ‘outage’ file to be created in the ‘/etc/opt/OV/share/conf/OpC/mgmt_sv/respmgrs’ folder of the HP OpenView Operations server. You can find a sample of this file in the HP OpenView Operations sample directory.
  • The Monitor Message object requires the Message Stream Interface to be configured on your OpenView Operations server using the Administrator console. You must Enable Output in the Message Stream Interface and it must be configured to Send All Messages to Server MSI. Make sure Copy Messages is selected.
  • Oracle 10 client with OCI installed on the Action Server computer. The service name must be configured to the OpenView Operations database. You also must add the OCI DLLs to the PATH environment variable.


Daemon on HP-UX:

  • Oracle OCI must be installed on the HP OpenView Operations server. The following environment variables must be configured. See the Oracle documentation for information about configuring the environment variables.
    • ORACLE_BASE
    • ORACLE_HOME
    • ORACLE_TERM
    • ORACLE_SID
  • The following files must be located under the SHLIB_PATH environment variable. The paths in parentheses describe the typical location for each file.
    • libopcsv_r.sl (/opt/OV/lib)
    • libopcdb.sl (/opt/OV/lib)
    • libnspsv.sl (/opt/OV/lib)
    • libov.sl (/opt/OV/lib)
    • libocijdbc9.sl (/opt/oracle/product/9.2.0/lib32)

Integration Target Compatiibility

HP OpenView Operations for UNIX version A. 08.10.160
HP OpenView Network Node Manager 7.53
Oracle 10.2

Operating Systems

HP-UX B.11.11

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

Please see the Deploying Integration Packs and Hotfixes section in Opalis Integration Server Adminisrator Guide for instructions on registration and deployment of Integration Packs.

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Opalis Integration Pack for HP Network Node Manager 5.00

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP Network Node Manager 5.00.

Contents

Introduction

The Opalis Integration Pack for HP Network Node Manager (NNM) allows you to create, monitor, and manage events in HP NNM and to determine which event stream will be used to Monitor and Get events from HP Network Node Manager. Eight new objects exist to access and manage NNM events from the Integration pack.

Fixes and Enhancements

ADDED: Compatibility with OIS 6.2

System Requirements

HP NNM Remote Components 7.0 or 7.5 must be installed and configured on each Action Server and Client where the Integration Pack is deployed.

Find the "HP OpenView" folder in your Network Node Manager server installation and use file sharing to make it accessible to the user account assigned to the Action Server service. The Share name should be "OpenView".

Microsoft .NET 2.0 Framework must be installed on each Action Server and Client where the Integration Pack is deployed.

Integration Target Compatiibility

HP Network Node Manager (NNM) 7.0 and 7.5

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

Please see the Deploying Integration Packs and Hotfixes section in Opalis Integration Server Adminisrator Guide for instructions on registration and deployment of Integration Packs.

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Untitled

Opalis Integration Pack for HP Asset Manager 5.00

Released: 12/21/2009
© Copyright Opalis Software Inc., 2009. All rights reserved. This file contains information that supplements Opalis Integration Pack for HP Asset Manager 5.00.

Introduction

The Opalis Integration Pack for HP Asset Manager enables you to create, monitor, and manage assets in HP Asset Manager.

This Integration Pack adds the following objects to Opalis Integration Server:
•Create Fundamental Asset
•Get Fundamental Asset
•Create Procurement Request
•Get Procurement Request
•Create Software Model
•Get Software Model

Opalis Integration Pack for Asset Manager allows administrators to:
--create assets automatically into the Asset Manager portfolio based on conditions, results and outputs of their other IT systems and processes
--create and retrieve software as a Fundamental Asset in Asset Manager. map software installation models from external inventory databases into Asset Manager
--automate creation and retrieval of procurement requests as a result of other processes in the IT ecosystem.

Fixes and Enhancements

ADDED: Compatibility with OIS 6.2

System Requirements

Microsoft .NET Framework 3.5 must be installed on each Action Server and Client where the Integration Pack is deployed.

Integration Target Compatiibility

HP AssetCenter 5.01

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Integration Platform Compatiibility

Opalis Integration Server 5.52, 5.6, 5.6.1, 5.6.2, 6.0, 6.1, 6.2, and 6.2.2

Operating Systems

Microsoft Windows Server 2003 x86 Editions
- with Service Pack 1
- with Service Pack 2

Installation

Please see the Deploying Integration Packs and Hotfixes section in Opalis Integration Server Adminisrator Guide for instructions on registration and deployment of Integration Packs.

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понедельник, 5 июля 2010 г.

New HP OV Service Manager Blog

HP OV Service Manager Blog

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понедельник, 21 июня 2010 г.

Терминология ITIL

English

Russian

action lists

перечни работ

Alert

тревожное извещение

alert phase

фаза тревоги

application portfolio

портфель приложений

Asset

компонент

Availability

доступность

balanced scorecard

сбалансированные бальные оценки

baseline точка

фиксации состояния (базис)

baseline security

базисный уровень безопасности

baselining

базисная оценка эффективности

budgeting

бюджетирование

build

построение

business function

бизнес-единица

business process

бизнес-процесс

business recovery objective

реалии восстановления бизнеса

business recovery plan framework

структура плана восстановления бизнеса

business recovery plans

планы восстановления бизнеса

business recovery team

группа восстановления бизнеса

business unit

финансово-измеряемый бизнес-сегмент

Capacity Management

Управление Мощностями

Category

категория

Change

изменение

Change Advisory Board (CAB)

Комитет по Изменениям

Change Authority

Группа утверждения Изменений

Change Control

Контроль Изменений

change document

документ об изменении

change log

журнал изменений

Change Management

Управление Изменениями

change record

запись об изменении

classification

классификация

closure

закрытие

Configuration baseline

базисная конфигурация

Configuration control

контроль за изменениями конфигураций

Configuration identification

идентификация конфигурации

Configuration Item (CI)

Конфигурационная Единица

Configuration Management

Управление Конфигурациями

Configuration Management Database (CMDB)

Конфигурационная База Данных

Configuration structure

конфигурационная структура

Contingency Planning

Планирование на случай ЧС

Continuous Service Improvement Program

Программа Постоянного Совершенствования Услуг

cost unit

единица стоимости

costing

идентификация затрат

countermeasure

контрмера

crisis management

кризис-менеджмент

Critical Success Factor (CSF)

Критические Факторы Успеха

Customer

Заказчик

Definitive Software Library (DSL)

Библиотека Допущенного ПО (Фонд Алгоритмов и Программ)

disaster recovery planning

восстановление после бедствия

downtime

время простоя

environment

рабочая среда

external target

сторонний образец

first-line support

первая линия поддержки

first time fix rate

рейтинг разрешений без задержки

Forward Schedule of Changes График

Запланированных Изменений

gradual recovery

холодный резерв

hot stand-by

горячий резерв

ICT

ИТС (Информатика-Телеком-Сети)

immediate recovery

моментальное восстановление

impact

критичность (воздействие)

impact scenario

кризисный сценарий

incident

инцидент

incident record

карточка инцидента

interface

взаимодействие

Intermediate recovery

постепенное восстановление

internal target

внутрений образец

invocation

воплощение

IT accounting

учет затрат ИТ

IT directorate

подразделение ИТ

IT Infrastructure

Инфраструктура ИТ

IT service

 ИТ-услуга

ITSM (Information Technology Service Management)

ИТСМ (ИТ сервис-менеджмент)

IT Service Provider

поставщик ИТ-услуг

ITIL (IT Infrastructure Library)

ИТИЛ (Библиотека Инфраструктуры ИТ)

Key Performance Indicator

Ключевые Показатели Работы

Key Success Indicator

Критический Фактор Успеха

known error

Известная ошибка

lifecycle

жизненный цикл

Maturity level/milestone

уровень зрелости

metric

метрика

Operational Level Agreement (OLA)

Соглашение об уровне поддержки

Operations

Операционная деятельность

outsourcing

аутсорсинг

performance criteria

критерии выполнения работы

priority

приоритет

problem

проблема

Problem Management

Управление Проблемами

process

процесс

Process Control

Контролирование процесса

program

проект

provider

провайдер

quality of service

качество услуги

reference data

справочные данные

Release

релиз

reliability

надежность

Request For Change (RFC)

Запрос на Изменение

Request For Information (RFI)

Запрос Информации

Resolution

устранение

Resources

ресурсы

Risk Management

Управление Рисками

role

роль

second-line support

вторая линия поддержки

Security Management

Управление Безопасностью

segregation of duties

разделение ответственностей

Service

услуга

service achievement

уровень исполнения услуг

service call

обращение

Service Catalogue

Каталог Услуг

Service Desk

Центр Обслуживания

Service Level

Уровень Обслуживания (Уровень Предоставления Услуги)

Service Level Agreement (SLA)

Соглашение о Предоставлении Услуги

Service Level Management (SLM)

Управление Качеством Услуг

Service Management

Управление Услугами

Service Provider

Поставщик Услуг

Service request

Запрос на обслуживание

severity code

признак серьезности

Specifications sheet (spec sheet)

Спецификация

Super User

Ключевой Сотрудник

third-line support

третья линия поддержки

third-party supplier

внешний поставщик

threat

угроза

Total Cost Of Ownership (TCO)

Совокупная Стоимость Владения

Underpinning contract

поддерживающее соглашение

urgency

срочность (безотлагательность)

user

пользователь

Version

версия

version identifier

номер версии

Vulnerability

уязвимость

waterline

глубина детализации

Workaround

обходное решение

Workloads

рабочие нагрузки

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HP Service Manager 7.10 - Список терминов

Список терминов

A  | B  | C  | D  | E  | F  | G  | H  |  I   | J | K  | L  | M  | N  | O  | P  | Q  | R  | S  | T  | U  | V  | W  | X | Y | Z |

 A
Операция
Фактическое состояние ЭК
Адаптивное обучение
Соглашение
предупреждение
Приложение
Утверждение
Поручение утверждения
Группа утверждения
Актив ***
База данных Управления активами (AMDB) ***
Журнал активов
Приложение AssetCenter
Атрибут
Аудиторское отслеживание
Состояние авторизированного ЭК
Доступность ***
Данные доступности ***
План доступности ***
Отчет о доступности ***

 B
Фоновый агент
База ***
Жизненный цикл базовой конфигурации
Отчет о базовых исключениях
Нарушение
Пакет
Бизнес-услуги ***

 C
Календарь
Вызов ***
Возможность
База данных Управления производительностью (CDB) ***
Единица капитального оборудования ***
Категории каталога
Позиция каталога
Категория ***
Код причины
Средство центрального администрирования (Central Administration Utilities - CAU) ***
Изменение ***
Консультативный совет по изменениям (CAB) ***
Категория изменения ***
Инициатор изменений
Управление изменениями
Модель изменения ***
Ответственный за изменение
Фаза изменения ***
Приоритет изменения
Спонсор изменений
Задача по изменению ***
Группа ЭК ***
Тип ЭК ***
Закрытие
Собрание
Элемент конфигурации (ЭК) ***
Управление конфигурациями
База данных Управления конфигурациями (CMDB) ***
Система управления конфигурациями (CMS) ***
Соединитель
Целевые параметры отслеживания информационных и смежных технологий (COBIT) ***
SLA заказчика

 D
Каталог Database Dictionary (dbdict)
Диспетчер Database Manager
Выделенная подписка
Библиотека эталонных носителей (DML) ***
Подписка подразделения
Средство Document Engine
Проекты документов

 E
Контроль ошибок
Событие

 F
Интегрированные ракурсы ЭК
Поле
Элемент интерфейса селектора полей
Файл
Функция заполнения
Функция поиска
Непостоянный пользователь
Права для папки
Форма
Управление форматами (FC)
Конструктор форм (FD)
Услуги по выполнению

 G
Глоссарий
Группа

 H
История состояний ЭК
Список совпадений

 I
Влияние ***
Мастер импорта
Ящик
Инцидент
Управление инцидентами
Модель инцидента ***
запись инцидента
Индивидуальная подписка
Библиотека ИТ-инфраструктуры (ITIL) ***
Управление ИТ-услугами (ITSM)
Файл инициализации
Инициатор
Обращение ***
Модель обращения ***
IR Expert
Ключ IR
Запрос IR
Управление ИТ-активами (ITAM) ***
IT Service Desk

 J

 K
Типы ключей
Ключи
Известная ошибка

 L
Лексический анализ
Загрузка

 M
Управляемое состояние ЭК
Сообщения ***

 N
Пользователи именной лицензии
No duplicates (нет дубликатов)
No nulls (не нулевое)
Уведомление
Nulls & duplicates (нули и дубликаты)

 O
Соглашение об уровне работоспособности (OLA) ***
Оператор
Заказ

 P
Страница
Peregrine Four (P4)
Фаза
Запланированное (ожидаемое) состояние ЭК
Просмотр после внедрения (PIR)***
Первичный файл
Приоритет
Вероятная причина
Проблема
Контроль проблем
Управление проблемами
Процесс
Каталог продуктов
Профиль
Управление портфелем проектов (PPM)***
Переносимые данные

 Q
Запрос по образцу (QBE)
Группа запроса
Очередь
Заявка

 R
Быстрая разработка приложений (RAD)
Запись
Список записей
Запрос
Запрос на изменение (RFC)***
Управление запросами
Зарезервированные слова
Время реакции
Возврат
Контролеры
Роль
Корневая причина
Строка
Среда выполнения (RTE)

 S
Плановое обслуживание
Записи на самообслуживание
Каталог услуг
Запрос Каталога услуг
Управление сервисными договорами
Группа доставки услуг (SDU)***
Центр обслуживания
Обращение в службу поддержки
Уровень обслуживания
Соглашение об уровне обслуживания (SLA)***
Управление уровнем обслуживания (SLM)***
Целевые параметры уровня обслуживания (SLO)
SLA услуги
Значимость
Договор на управление активами ПО (SAM)***
Коррекция правописания
Запрос SQL
Поиск по корню
Стоп-слова
Системная доска объявлений
Определение системы

 T
Таблица
Настройка
Задача
запись
Общая стоимость владения (TCO)***
Отслеживание
Триггер

 U
Договор поддержки (UC)***
Unique (уникальный)
Вывод
Файл выгрузки
Срочность ***
Пользователь
Аутентификация пользователя

 V
Переменная
Ракурс

 W
Веб-библиотека
Последовательность работ ***
Рабочая копия

 X

 Y

 Z

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