Critical Facilities Operations Framework

(OCP CFOPS)

TERMINOLOGY
AND ACRONYMS LIST
Rev 2019 v1.4

Author: Coromatic Group AB

 Table of Contents

TABLE OF CONTENTS..............................................................................................................2

LICENSE........................................................................................................................................8

1 CRITICAL FACILITIES OPERATIONS TERMINOLOGY...........................................9

1.1 AA: see Amenity Area.............................................................................................................................. 9

1.2 Access control.......................................................................................................................................... 9

1.3 Account Manager.................................................................................................................................... 9

1.4 AM: see Account Manager....................................................................................................................... 9

1.5 Amenity Area........................................................................................................................................... 9

1.6 Asset Database........................................................................................................................................ 9

1.7 Asset List................................................................................................................................................. 9

1.8 Audit....................................................................................................................................................... 9

1.9 BBT: see Black Building test.................................................................................................................... 10

1.10 BCP: see Business Continuity Plan.......................................................................................................... 10

1.11 BICSI 009................................................................................................................................................ 10

1.12 Black Building test.................................................................................................................................. 10

1.13 BMS: see Building Management System................................................................................................. 10

1.14 Border list.............................................................................................................................................. 10

1.15 BRM: see Business Relationship Manager............................................................................................... 10

1.16 Building Management System................................................................................................................ 10

1.17 Business Continuity Plan........................................................................................................................ 10

1.18 Business Relationship Manager.............................................................................................................. 10

1.19 CA: see Circulation Area......................................................................................................................... 11

1.20 CAFM: see Computer Aided Facility Management..................................................................................11

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1.21 CCTV...................................................................................................................................................... 11

1.22 CF: see Critical Facilities......................................................................................................................... 11

1.23 Change Request..................................................................................................................................... 11

1.24 Circulation Area..................................................................................................................................... 11

1.25 CMMS: see Computerized Maintenance Management System...............................................................11

1.26 Compliance Review................................................................................................................................ 11

1.27 Computer Aided Facility Management................................................................................................... 11

1.28 Computerized Maintenance Management System..................................................................................11

1.29 Contract Manager.................................................................................................................................. 11

1.30 CR: see Change Request......................................................................................................................... 12

1.31 Critical assets......................................................................................................................................... 12

1.32 Critical Facilities..................................................................................................................................... 12

1.33 CUE........................................................................................................................................................ 12

1.34 Customer............................................................................................................................................... 12

1.35 Customer representative....................................................................................................................... 12

1.36 Datacenter Infrastructure Management................................................................................................. 13

1.37 DCIM: see Datacenter Infrastructure Management.................................................................................13

1.38 Disaster Recovery Plan........................................................................................................................... 13

1.39 Downtime.............................................................................................................................................. 13

1.40 DR Plan: see Disaster Recovery Plan....................................................................................................... 13

1.41 DRP: see Disaster Recovery Plan............................................................................................................ 13

1.42 EDMS: see Electronic Document Management System...........................................................................13

1.43 Electronic Document Management System............................................................................................ 13

1.44 EN 15221............................................................................................................................................... 13

1.45 EN 50600............................................................................................................................................... 13

1.46 End of Life.............................................................................................................................................. 13

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1.47 EOL: see End of Life................................................................................................................................ 14

1.48 EOP for Site Management...................................................................................................................... 14

1.49 Equipment............................................................................................................................................. 14

1.50 ERE........................................................................................................................................................ 14

1.51 ITIL........................................................................................................................................................ 14

1.52 Key Performance Indicator..................................................................................................................... 14

1.53 KPI: see Key Performance Indicator........................................................................................................ 14

1.54 Maintenance, Corrective........................................................................................................................ 14

1.55 Maintenance, Preventive....................................................................................................................... 15

1.56 Maintenance, Condition-based.............................................................................................................. 15

1.57 Maintenance, Predictive........................................................................................................................ 15

1.58 MCF: see Mission Critical Functions........................................................................................................ 15

1.59 Mean Time Between Failures................................................................................................................. 15

1.60 Mean Time To Repair............................................................................................................................. 15

1.61 MEST for on-site services....................................................................................................................... 15

1.62 Mission Critical Functions....................................................................................................................... 16

1.63 ModBus................................................................................................................................................. 16

1.64 MOP for on-site services........................................................................................................................ 16

1.65 MTBF: see Mean Time Between Failures................................................................................................ 16

1.66 MTTR: see Mean Time To Repair............................................................................................................ 16

1.67 Net Floor Area....................................................................................................................................... 16

1.68 NFA: see Net Floor Area......................................................................................................................... 16

1.69 OCP Ready™ Facility Recognition Program............................................................................................. 16

1.70 Operational Governance Meeting.......................................................................................................... 16

1.71 Operational Sustainability...................................................................................................................... 16

1.72 PA: see Primary Area............................................................................................................................. 17

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1.73 Partition Walls....................................................................................................................................... 17

1.74 PDSA: see Plan-Do-Study-Act Cycle........................................................................................................ 17

1.75 Perimeter protection............................................................................................................................. 17

1.76 Personal Protective Equipment.............................................................................................................. 17

1.77 Plan-Do-Study-Act Cycle......................................................................................................................... 17

1.78 Planned Preventive Maintenance: see Maintenance, Preventive............................................................17

1.79 PPE: see Personal Protective Equipment................................................................................................. 17

1.80 PPM: see Maintenance, Preventive........................................................................................................ 17

1.81 Primary Area.......................................................................................................................................... 17

1.82 PUE........................................................................................................................................................ 17

1.83 PWA: see Partition Walls........................................................................................................................ 18

1.84 Quality Management System................................................................................................................. 18

1.85 Reaction time........................................................................................................................................ 18

1.86 REF........................................................................................................................................................ 18

1.87 Reference Library................................................................................................................................... 18

1.88 Resilience.............................................................................................................................................. 18

1.89 Response time....................................................................................................................................... 18

1.90 Robustness............................................................................................................................................ 18

1.91 SCP: see Site Configuration Procedures.................................................................................................. 19

1.92 Service Level Agreement........................................................................................................................ 19

1.93 Service Records...................................................................................................................................... 19

1.94 Service Request..................................................................................................................................... 19

1.95 Service Window..................................................................................................................................... 19

1.96 SFG20.................................................................................................................................................... 19

1.97 Site Configuration Procedures................................................................................................................ 19

1.98 Site Engineer.......................................................................................................................................... 19

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1.99 Site Owner............................................................................................................................................. 19

1.100 Site Policies........................................................................................................................................ 19

1.101 Site Supply System: see Site System................................................................................................... 20

1.102 Site Supply System Component: see Site System Component..............................................................20

1.103 Site System........................................................................................................................................ 20

1.104 Site System Category.......................................................................................................................... 20

1.105 Site System Component..................................................................................................................... 20

1.106 Site Technician: see Site Engineer....................................................................................................... 20

1.107 SLA: see Service Level Agreement....................................................................................................... 20

1.108 SNMP................................................................................................................................................. 20

1.109 SOP for Site Management.................................................................................................................. 20

1.110 SOW: see Statement of Work............................................................................................................. 21

1.111 SR: see Service Request...................................................................................................................... 21

1.112 Statement of Work............................................................................................................................. 21

1.113 Strategic Governance Meeting........................................................................................................... 21

1.114 Supply System: see Site System.......................................................................................................... 21

1.115 Supply System Component: see Site System Component....................................................................21

1.116 TA: see Technical Area........................................................................................................................ 21

1.117 Tactical Governance Meeting............................................................................................................. 21

1.118 Technical Area.................................................................................................................................... 21

1.119 Technical Redundancy........................................................................................................................ 21

1.120 Technical Risk Review........................................................................................................................ 21

1.121 Thermal Imaging................................................................................................................................ 21

1.122 Tier Classification System................................................................................................................... 22

1.123 Transition........................................................................................................................................... 22

1.124 TRR: see Technical Risk Review........................................................................................................... 22

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1.125 Uptime............................................................................................................................................... 22

1.126 Uptime Institute's Tier Standard: Operational Sustainability...............................................................22

1.127 WIP: see Work In Progress.................................................................................................................. 22

1.128 Work In Progress...........................................................................................................................................22

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Open Compute Project  Critical Facilities Operations Framework  Terminology

License
This Work is licensed under the Creative Commons Attribution-
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Coromatic Group AB

The Work is based on an original concept by D Gjetrang and L Cardholm. Usage is governed by the terms and
conditions set forth in the Creative Commons Attribution-ShareAlike 4.0 International License.

To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/4.0/ or send a letter to Creative

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DAMAGE.

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Open Compute Project  Critical Facilities Operations Framework  Terminology

1 Critical Facilities Operations Terminology

This document summarizes the most common terms and acronyms, with a purpose to minimize risks for
misunderstanding between stakeholders.

1.1 AA: see Amenity Area

1.2 Access control

Secure areas need to be protected by the appropriate entry controls to ensure only authorized persons
are allowed access. The processes for authorization, i.e. approving who to grant access, and for
authentication, i.e. validating a person’s identity, need to be tested, monitored, logged and audited.

1.3 Account Manager

Role for person responsible for maintaining a positive relationship with the customer, identifying customer
needs and ensuring maximum success to both parties through technology and process improvement
initiatives that drive business value.

AM and BRM are used interchangeably in the market.

1.4 AM: see Account Manager

1.5 Amenity Area

Amenity Area (AA) is designed to support particular non-work activities, e.g. employee dining rooms,
vending areas, lounges. It can be with restricted or unrestricted access and is part of the Net Floor Area.

1.6 Asset Database

A database containing multiple data points for installed site supply systems and components, e.g.
manufacturer, model, serial number, install date, warranty periods, End of Life, operating condition and
financial information.

Asset Database and Asset List are used interchangeably in the market.

1.7 Asset List

A list containing multiple data points for installed site supply systems and components, e.g. manufacturer,
model, serial number, install date, warranty periods, End of Life, operating condition and financial
information.

Asset List and Asset Database are used interchangeably in the market.

1.8 Audit

Audits are performed by qualified subject matter experts, entitled to review and audit the execution in
relation to the Services, for the purpose of controlling that Service obligations are fulfilled.

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1.9 BBT: see BICSI 009

1.10 BCP: see Business Continuity Plan
1.11 BICSI 009

BICSI 009 is an open-consensus standard developed by a global volunteer base, the material within
reflects operational experience and lessons from a wide variety of data center owners, operators,
designers, and consultants covering data centers from the small enterprise to the large hyperscale
colocation data center.

1.12 Black Building test

Black Building Test (BBT) is a common test to simulate a total external power outage, by shutting down
incoming grid power to the critical facility completely.

Normally used for testing high availability, performance, business continuity plans and recovery
capabilities in a disaster-like scenario.

1.13 BMS: see Building Management System

1.14 Border list

A Border List clarifies responsibilities between different stakeholders to ensure there are no gaps or
overlaps in performing services, managing risks or handling of financial aspects. It should be
unambiguous regarding accountabilities, responsibilities, and who to consult or inform.

1.15 BRM: see Business Relationship Manager

1.16 Building Management System

Computer-based control system installed in buildings that controls and monitors the building’s mechanical
and electrical equipment. The BMS consists of software and hardware typically using protocols e.g.
BACnet, LonWorks and Modbus.

1.17 Business Continuity Plan

A disaster recovery plan (DRP) is a documented, structured approach which includes how to respond to
unplanned incidents. 

1.18 Business Relationship Manager

Role for person responsible for maintaining a positive relationship with the customer, identifying customer
needs and ensuring maximum success to both parties through technology and process improvement
initiatives that drive business value.

AM and BRM are used interchangeably in the market.

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1.19 CA: see Circulation Area

1.20 CAFM: see Compliance Review
1.21 CCTV

Closed-circuit television, a system of remote surveillance using cameras. The data may or may not be
stored locally or remotely.

1.22 CF: see Critical Facilities

1.23 Change Request

Change Requests (CR) work orders are changes that affect the scope of service levels or border list, and
therefore require contractual changes.

The CR is approved at appropriate governance level and when the contract has been adjusted, a Service
Request may be created and approved accordingly.

1.24 Circulation Area

Circulation Area (CA) is the portion of the building required for physical access to various divisions and
subdivisions of space. It can be with restricted or unrestricted access and is part of the Net Floor Area.

1.25 CMMS: see Computerized Maintenance Management System

1.26 Compliance Review

Compliance Reviews are performed by independent subject matter experts entitled to review and audit
the execution in relation to regulatory and statutory requirements as well as specified standards and
frameworks.

1.27 Computer Aided Facility Management

Program that organizes and stores all site work. The system schedules preventive service and tasks
corrective actions.

The term CAFM and CMMS is used interchangeably in the market and should not be confused with
EDMS.

1.28 Computerized Maintenance Management System

Program that organizes and stores all site work. The system schedules preventive service and tasks
corrective actions.

The term CAFM and CMMS is used interchangeably in the market and should not be confused with
EDMS.

1.29 Contract Manager

A role that is supporting in improving the financials and service quality of the contracted deliveries. This
includes validating change request consequences and collaborating with the customer on Tactical level.

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Corrective maintenance can be either planned or unplanned, also known as deferred or immediate
corrective maintenance.

1.30 CR: see Change Request

1.31 Critical assets

Critical assets are defined as assets that sustain your water or wastewater systems performance.
Determining the criticality of assets is based on an asset having a high risk of failure, and, major
consequences if it does fail. Here are five questions that will help you determine the criticality of a unique
asset:

Five questions to help determine asset criticality

1. How old is the asset?

2. What is the asset’s condition?
3. What is the asset’s failure history or how is it likely to fail?
4. What are the consequences of the failure (environmental, social, etc.)?
5. How much would it cost to repair or replace the asset (including cost related to collateral
damage such as street repairs)?

Answers to these five questions will help you determine which assets are critical.

1.32 Critical Facilities

The requirement to defined as critical facilities (CF) is that an unavailability of function will have adverse
effect on revenues, corporate image, regulatory compliance, safety, or any other mission critical objective
as defined by the organization.

The CF can be a complete building or facility, e.g. a data center. It may also be a combination of technical
supply systems providing Mission Critical Functions (MCF) within a larger facility, such as a hospital,
office or power plant.

1.33 CUE

CUE (Carbon usage effectiveness) is a metric for measuring the carbon gas a site emits. The output is
measured in kilograms of carbon dioxide per kilowatt-hour. The perfect CUE score is 0.0, meaning that no
carbon use is associated with the site’s operations.

1.34 Customer

Owner and user of Equipment located at the site.

1.35 Customer representative

Customer representative is the interface for delivery of services to the customer on operational level.

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1.36 Datacenter Infrastructure Management

This is a category of solutions that integrates information technology (IT) and facility management
disciplines to centralize monitoring, management and intelligent capacity planning specifically for critical
facilities’ mission critical systems. Full DCIM deployments will involve specialized software, hardware and
sensors based on protocols e.g. BACnet/IP and SNMP for data collection. This enables monitoring of
datacenter performance measurement metrics, including industry standard metrics like PUE.

1.37 DCIM: see Datacenter Infrastructure Management

1.38 Disaster Recovery Plan

The disaster recovery plan (DRP or DR Plan) is a documented, structured approach with instructions for
responding to incidents. This step-by-step plan consists of the precautions to minimize the effects of a
disaster so the organization can continue to operate or quickly resume mission-critical functions.

1.39 Downtime

Downtime is a measure of system failure, expressed as the percentage of time a service level has been
breached by being unavailable. Downtime is the opposite of uptime.

1.40 DR Plan: see Disaster Recovery Plan

1.41 DRP: see Disaster Recovery Plan
1.42 EDMS: see Electronic Document Management System
1.43 Electronic Document Management System

An Electronic Document Management System is a software that typically can scan, store, retrieve and tag
documents with keywords in order to support an organization.

This is not to be confused with CAFM or CMMS.

1.44 EN 15221

The collective of standards of EN 15221 refer to the facility management (Facility Management, FM)
focusing on the FM as a product and the budget of FM, with the aim of unifying the operation of business
with service processes.

1.45 EN 50600

The Series of Standards EN 50600 aim to meet the European requirements for data center facilities and
critical infrastructures, including design, construction, operations and maintenance with a strong focus on
lowering environmental impact.

1.46 End of Life

At time of purchase of a site system, the lifecycle management rely on the vendors’ specifications for End
of Life (EOL).

EOL indicates that the product is at the end of its useful life (from the vendor's point of view).
Nevertheless, these specifications are based on laboratory measurements and there can be a significant
deviation from the specification and operation in a real site.

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Therefore, EOL should not be confused with a change-out forecast for these items.

1.47 EOL: see End of Life

1.48 EOP for Site Management

EOP means Emergency Operating Procedures for Site Management Function.

These procedures define how the site is controlled and operated during abnormal circumstances or
emergency situations. It is a set of information that describes the characteristics of a process in terms that
will enable its effective execution, control and improvement until it fulfils the criteria to return to normal
operating conditions.

The term EOP is used interchangeably with Emergency Process Description for in the market.

This should not be confused with MEST or MOP which regulates on-site work practices.

1.49 Equipment

Equipment is used by the customer of a site. The equipment is typically used for work activities performed
in the Primary Area, where its function relies on the site capacity and site performance.

This is not to be confused with Site Systems (see ref) that is part of the site functionality that enable the
intended use of customer equipment.

1.50 ERE

ERE (Energy Re-use Efficiency) is a metric for measuring the efficiency of a site in measuring the benefits
of reusing waste to energy. Saving energy means not just saving money; the reduction also can make a
significant contribution to a site owner’s sustainability strategy in the form of emissions reductions.

1.51 ITIL

ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of detailed practices
for IT service management (ITSM) that focuses on aligning IT services with the needs of business. Even if
ITIL underpins ISO/IEC 20000, the International Service Management Standard for IT service
management, there are some differences between the ISO 20000 standard and the ITIL framework.

1.52 Key Performance Indicator

A Key Performance Indicator (KPI) is a quantifiable measure used to evaluate the success of how well a
service meets the objectives for its performance.

1.53 KPI: see ITIL

1.54 Maintenance, Corrective

Maintenance carried out following detection of an anomaly and aimed at restoring normal operating
conditions.

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1.55 Maintenance, Preventive

Maintenance carried out at predetermined intervals or according to prescribed criteria, aimed at reducing
the failure risk or performance degradation of the assets.

1.56 Maintenance, Condition-based

Maintenance is carried out by performing Technical Risk Reviews and asset condition tests to define the
appropriate planned preventive maintenance and change-out forecast of site supply systems.

1.57 Maintenance, Predictive

Continuous online monitoring of actual site supply system condition and automatic comparison with
average values and expected performance. Maintenance is carried out when failure probability indicators
are increasing.

1.58 MCF: see Mission Critical Functions

1.59 Mean Time Between Failures

The definition of MTBF depends on the definition of what is considered a failure. For complex, repairable
systems, failures are those out of design conditions which place the system out of service and into a state
for repair. Failures which occur that can be left or maintained in an unrepaired condition, and do not place
the system out of service, are not considered failures under this definition.

In addition, units that are taken down for routine scheduled maintenance or inventory control are not
considered within the definition of failure.

1.60 Mean Time To Repair

Mean time to repair (MTTR) is a basic measure of the maintainability of repairable items. It is the total
corrective maintenance time for failures divided by the total number of corrective maintenance actions for
failures during a given period of time. It generally does not include lead time for parts not readily available
or other Administrative or Logistic Downtime.

It is be important to distinguish whether MTTR is meant to be a measure of the mean time between the
point at which the failure is first discovered until the point at which the equipment returns to operation
(usually termed "mean time to recovery"), or only a measure of the elapsed time between the point where
repairs actually begin until the point at which the equipment returns to operation (usually termed "mean
time to repair").

1.61 MEST for on-site services

MEST means Method Statement.

It refers to detailed instructions for on-site services, e.g. recurring monthly tests. Its basic purpose is to
ensure the desired outcome by controlling actions. The level of detail depends on the complexity of the
activity that is to be conducted and the impact of the failure in its execution. These methods can be pre-
authorized to improve efficiency in in delivery of services.

The term MEST is used interchangeably with MOP in the market.

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1.62 Mission Critical Functions

A combination of technical supply systems within a larger facility, that secure the availability of power and
communications for that facility. The mission critical function (MCF) includes all underlying supply
systems that may be required to meet its functionality, e.g. batteries are required for UPS and
environmental controls are required for power distribution.

1.63 ModBus

Modbus is a serial communications protocol originally published in 1979 for use with programmable logic
controllers (PLCs). It is openly published, royalty-free and comes in several different protocol versions,
including support for TCP/IP.

1.64 MOP for on-site services

MOP means Method of Procedure.

It refers to detailed instructions for on-site services, e.g. recurring monthly tests. Its basic purpose is to
ensure the desired outcome by controlling actions. The level of detail depends on the complexity of the
activity that is to be conducted and the impact of the failure in its execution. These methods can be pre-
authorized to improve efficiency in in delivery of services.

The term MEST is used interchangeably with MOP in the market.

1.65 MTBF: see Mean Time Between Failures

1.66 MTTR: see Mean Time To Repair
1.67 Net Floor Area

Net Floor Area (NFA) is the part of a building that contains rentable floor area. It consists of Partition
Walls and Net Room Area (which contains Technical Area, Circulation Area, Amenity Area and Primary
Area). It can be with restricted or unrestricted access.

1.68 NFA: see MTBF: see Mean Time Between Failures

1.69 OCP Ready™ Facility Recognition Program

The OCP Facility Recognition program serve as a reference for data center operators and tenants who
want to understand the fundamental facility requirements to deploy this gear into their IT space. Facilities
that meet these guidelines and approved by the OCP DC Facilities Project receive the certification as an
OCP Ready™ facility.

1.70 Operational Governance Meeting

Recurring meetings on operational level between the customer representative and the site management
function.

1.71 Operational Sustainability

Defines the behaviors and risks beyond the technical robustness of a site that impact the ability to meet
its uptime objectives over a long term. The uptime is the resultant combination of both technical
robustness of the site infrastructure and Operational Sustainability.

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1.72 PA: see Primary Area

1.73 Partition Walls

Partition Wall (PWA) is an interior wall which subdivides a part of a building into sections, rooms or
spaces. It may or may not support load other than its own weight and it may or may not be classified for
protection against unauthorized access.

1.74 PDSA: see Plan-Do-Study-Act Cycle

1.75 Perimeter protection

A physical security perimeter is defined as “any transition boundary between two areas of differing
security protection requirements”. This might be quite specific, e.g. the outermost boundaries of a site.

A critical facility should be appropriately protected against threats that may break the perimeter. By
protecting against external and environmental threats, i.e. man-made or natural disasters, it is focused on
ensuring that only designated access points can be used to gain entry to the critical facility.

1.76 Personal Protective Equipment

Personal Protective Equipment (PPE) is equipment that will protect the user against health or safety risks
at work. It can include items such as safety helmets, gloves, eye protection, high-visibility clothing, safety
footwear and safety harnesses. It also includes respiratory protective equipment (RPE).

1.77 Plan-Do-Study-Act Cycle

The PDSA cycle (or Deming cycle) is a model for developing, testing and implementing changes leading
to improvement.

It is based in scientific method and moderates the impulse to take immediate action without proper study
of facts. This way, the process of change is safer and less disruptive for site operations.

1.78 Planned Preventive Maintenance: see Maintenance, Preventive

1.79 PPE: see Personal Protective Equipment
1.80 PPM: see Maintenance, Preventive
1.81 Primary Area

Primary Area (PA) is the enclosed space used for work activity dependent on site capacity, e.g. white
space in a data center or operating theatre in a hospital. It can be with restricted or unrestricted access.

1.82 PUE

PUE (Power Usage Efficiency) is the ratio of the energy used by the customer computing Equipment to
the total energy consumption for the site (including site supply systems, e.g. environmental controls).

This term is sometimes incorrectly referred to as Power Usage Effectiveness.

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1.83 PWA: see Partition Walls

1.84 Quality Management System

A quality management system (QMS) is defined as a formalized system that documents processes,
procedures, and responsibilities for achieving quality policies and objectives. A QMS helps coordinate and
direct an organization’s activities to meet customer and regulatory requirements and improve its
effectiveness and efficiency on a continuous basis.

1.85 Reaction time

Reaction Time is calculated from the time the Supplier’s service desk logs the call-out and is deemed to
be achieved when the Supplier is given access to the customer site and is recorded on the Customer’s
security system.

1.86 REF

REF (Renewable Energy Factor) is the ratio of the renewable energy owned and controlled by a critical
facility to its total energy consumption.

1.87 Reference Library

The purpose of the Reference Library is ensuring access to critical documentation to support site
management processes and on-site services. The materials in the reference library are identified
recorded and provided to site management from the providers of related services or systems. Gaps in the
reference library affect the effectiveness of all other site management processes and inaccurate or
obsolete documents can lead to wrong decisions.

1.88 Resilience

Resilience is the capacity to prevent a crisis occurrence, and when a crisis occurs, the capacity to absorb
the impact and recover rapidly to the normal state of operations. It is by adding this capability on top of
technical robustness that a site operations team make a difference.

This is not to be confused with robustness.

1.89 Response time

Response Time is the time it takes for the Supplier Service Desk to respond to a call made by telephone
or other agreed communications channels.

1.90 Robustness

Robustness refers to the ability to absorb and withstand disturbances and crises. For data centers and
other mission critical facilities different Tiers or Classes are used to classify this. This is based on
redundancy in supply systems and their components.

This is not to be confused with resilience.

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1.91 SCP: see Site Configuration Procedures

1.92 Service Level Agreement

Agreement between customer and supplier addressing service requirement and delivery standards. with
defined penalties and escalations in case of failure to meet agreed Service Levels.

1.93 Service Records

A service record is a collection of electronic or printed materials which provides a documentary history of
on-site activities performed on a specific site system or function ensuring an audit trail and an up-to-date
status of the asset.

1.94 Service Request

Service Requests (SR) work orders are changes to normal operating configurations within the scope of
service levels and border list, and therefore do not require contractual changes.

These should be planned to enable proper coordination and use pre-authorized method statements or
project plans. The results should be reviewed by the creator to analyze the desired effect.

1.95 Service Window

A service window is a period designated in advance, during which on-site site works, e.g. maintenance,
that could cause disruption of services may be performed.

1.96 SFG20

Standard Maintenance Specification for Mechanical Services in Buildings

1.97 Site Configuration Procedures

Defines how the site infrastructure is configured for normal operations

1.98 Site Engineer

Is a role that is focused on specific named sites. This is the local “go to person” for understanding the
technical aspects of the site, handling of customer equipment or having third parties escorted in the
premises.

1.99 Site Owner

Owner and accountable for the site performance

1.100 Site Policies

The purpose of the Site Policies is ensuring access to critical documentation to support site management
processes and control on-site services.

Gaps in the site policies affect the effectiveness of all other site management processes and inaccurate or
obsolete documents can lead to wrong decisions.

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The materials in the site policies are managed by the site management function.

1.101 Site Supply System: see Site Supply System: see Site Supply System: see Site Supply System:
see Site Supply System: see
1.102 Site Supply System Component: see Site System Component
1.103 Site System

This refers to the full scope of technical supply systems within one infrastructure element to provide the
site functionality that enable the use of customer equipment, e.g. the full power distribution as defined in
the SLD (Single Line Diagram)

The term Site Supply System is used interchangeably with Site System in the market.

1.104 Site System Category

Site systems fall into five different categories; Building construction, Power distribution, Environmental
control, Telecommunications cabling infrastructure, and finally Security systems.

1.105 Site System Component

A Site System Component is a sub-part of a Site System, e.g. the batteries as a sub-part of a full power
distribution.

The term Site Supply System Component is used interchangeably with Site System Component in the
market.

1.106 Site Technician: see Site Engineer

1.107 SLA: see Service Level Agreement
1.108 SNMP

Simple Network Management Protocol (SNMP) is an Internet Standard protocol for collecting and
organizing information about managed devices on IP networks and for modifying that information to
change device behavior.

Site Systems like UPS, BMS, CRAH etc. supports SNMP for management. Furthermore, customer
Equipment may also support SNMP.

1.109 SOP for Site Management

Standard Operating Procedures for Site Management Function.

These procedures define how the site is controlled and operated during normal circumstances. It is a set
of information that describes the characteristics of a process in terms that will enable its effective
execution, control and improvement.

The term SOP is used interchangeably with Standard Process Description in the market.

This should not be confused with MEST or MOP which regulates on-site work practices.

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1.110 SOW: see Statement of Work

1.111 SR: see Service Request
1.112 Statement of Work

A statement of work (SoW) is a document routinely employed in the field. It defines specific activities,
deliverables and timelines for a vendor providing services to the client.

The SOW typically includes detailed requirements and pricing, with governance terms and practical
appendices, e.g. border list and asset list. It is often supported by a master service agreement or general
Terms & Conditions.

1.113 Strategic Governance Meeting

Recurring meetings on strategic level between the customer and the supplier of site services. This is the
escalation level for tactical meetings.

1.114 Supply System: see Site Supply System: see Site Supply System: see Site Supply System: see
Site Supply System: see
1.115 Supply System Component: see Site System Component
1.116 TA: see Technical Area
1.117 Tactical Governance Meeting

Recurring meetings on tactical level between the customer and the supplier of site services. This is the
escalation level for operational meetings.

1.118 Technical Area

Technical Area (TA) is designed to house site supply systems for provisioning of site capacity, e.g. UPS
rooms, Generator rooms and cables corridors or tunnels. It is normally with restricted access. It is part of
the Net Floor Area.

1.119 Technical Redundancy

Redundancy provides improved robustness by including extra infrastructure components, which are not
strictly necessary to standard operations; there is a fallback solution in case of failures of components
used for standard operations.

1.120 Technical Risk Review

This is a professional walk-through of a site. This is performed by one or several qualified service
technicians to ensure that technical risks are noted and reported to the site owner. The report includes
recommendations and possible ways to mitigate the risks.

The Technical Risk Review is tailored to the site that is being reviewed so that relevant tools are being
used.

1.121 Thermal Imaging

Thermal imaging is the use of special equipment that can detect the heat produced by supply systems or
equipment, e.g. bus bars or switch gear, and produce images of them to identify risks or faults.

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1.122 Tier Classification System

Uptime Institute created the standard Tier Classification System as a means to effectively evaluate data
center infrastructure in terms of a business’ requirements for system availability.

1.123 Transition

Transition is to plan and manage the change of state of a site in its lifecycle.
It encompasses managing risk for new, changed and retired services or suppliers while protecting the site
performance during the transition.

Some areas handled in transition from one supplier of site operations to another are border lists,
processes to be integrated or separated and also KPI monitoring and reporting.

1.124 TRR: see Technical Risk Review

1.125 Uptime

Uptime is a measure of system reliability, expressed as the percentage of time a service level has been
fulfilled and available. Uptime is the opposite of downtime.

1.126 Uptime Institute's Tier Standard: Operational Sustainability

Uptime Institute's Tier Standard: Operational Sustainability establishes the behaviors and risks beyond
the Tier Classification System (I, II, III, IV) that impact long-term data center performance. This Standard
unifies the site management behaviors with the Tier functionality of the site infrastructure in order to
achieve the organization's business objectives or mission imperatives.

1.127 WIP: see Work In Progress

1.128 Work In Progress

Work In Progress (WIP) is the number of task items that a is currently being executed, but has not yet
been completed. It is used in monitoring and reporting of site operations.

This should not be confused with the financial (or accounting) term of Work-In-Progress (WIP).

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