Glossary PDF

Glossary New Term Import Terms #ABCDEFGHIJKLMNOPQRSTUVWXYZ Delete A Top Architecture (ITIL Service Design) The structure of a system or IT service, including the relationships of components to each other and to the environment they are in. Asset (ITIL Service Strategy) Any resource or capability. Th...

Glossary New Term Import Terms #ABCDEFGHIJKLMNOPQRSTUVWXYZ Delete A Top Architecture (ITIL Service Design) The structure of a system or IT service, including the relationships of components to each other and to the environment they are in. Asset (ITIL Service Strategy) Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of a service. Availability (ITIL Service Design) Ability of an IT service or other configuration item to perform its agreed function when required. B Top Baseline (ITIL Continual Service Improvement) (ITIL Service Transition) A snapshot that is used as a reference point. Best Practice Proven activities or processes that have been successfully used by multiple organizations. ITIL is an example of best practice. Business Case (ITIL Service Strategy) Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and p problems. Business Process A process that is owned and carried out by the business. A business process contributes to the delivery of a product or service to a business customer. Business Unit (ITIL Service Strategy) A segment of the business that has its own plans, metrics, income and costs. Each business unit owns assets and uses these to create value customers in the form of goods and services. C Top Capability (ITIL Service Strategy) The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity. Capabilities are intangible assets of an organization. Change (ITIL Service Transition) The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all archite processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. Change Advisory Board (CAB) (ITIL Service Transition) A group of people that support the assessment, prioritization, authorization and scheduling of changes. Change Proposal (ITIL Service Strategy) (ITIL Service Transition) A document that includes a high level description of a potential service introduction or significant change, along wit corresponding business case and an expected implementation schedule. Change Schedule (ITIL Service Transition) A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term chan Change Window (ITIL Service Transition) A regular, agreed time when changes or releases may be implemented with minimal impact on services. Change windows are usually documented in service level agreements. Charter (ITIL Service Strategy) A document that contains details of a new service, a significant change or other significant project. Charters are typically authorized by serv portfolio management or by a project management office. Configuration Item (CI) (ITIL Service Transition) Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration ite recorded in a configuration record within the configuration management system (CMS) and is maintained throughout its lifecycle by service asset and configuratio management. Configuration Management System (CMS) (ITIL Service Transition) A set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall se knowledge management system and includes tools for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and t relationships. Critical Success Factor (CSF) Something that must happen if an IT service, process, plan, project or other Sctivity is to succeed. Key performance indicators are used project or other achieveme each critical success factor. CSI Register (ITIL Continual Service Improvement) A database or structured document used to record and manage improvement opportunities throughout their lifecycle. D Top Definitive Media Library (DML) (ITIL Service Transition) One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The definitiv media library may also contain associated configuration items such as licences and documentation. E Top Emergency Change Advisory Board (ECAB) (ITIL Service Transition) A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a mee called, and depends on the nature of the emergency change. Event (ITIL Service Operation) A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged. F Top Function A team or group of people and the tools or other resources they use to carry out one or more processes or activities - for example, the service desk. G Top Governance Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsib measuring and reporting, and taking actions to resolve any issues identified. I Top Impact (ITIL Service Operation) (ITIL Service Transition) A measure of the effect of an incident, problem or change on business processes. Impact is often based on how se levels will be affected. Impact and urgency are used to assign priority. Incident (ITIL Service Operation) An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affec service is also an incident, for example, failure of one disk from a mirror set. IT Service A service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes. A customer- facing IT se directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. IT Service Management (ITSM) The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers thro appropriate mix of people, process and information technology. IT Service Provider (ITIL Service Strategy) A service provider that provides IT services to internal or external customers. IT Steering Group (ISG) (ITIL Service Design) (ITIL Service Strategy) A formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely al An IT steering group includes senior representatives from the business and the IT service provider. K Top Key Performance Indicator (KPI) (ITIL Continual Service Improvement) (ITIL Service Design) A metric that is used to help manage an IT service, process, plan, project or other activity. Key performa indicators are used to measure the achievement of critical success factors. Known Error (ITIL Service Operation) A problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by prob management. Known errors may also be identified by development or suppliers. Known Error Database (KEDB) (ITIL Service Operation) A database containing all known error records. This database is created by problem management and used by incident and problem management. The known error database may be part of the configuration management system, or may be stored elsewhere in the service knowledge managemen system. M Major Incident Top (ITIL Service Operation) The highest category of impact for an incident. A major incident results in significant disruption to the business. Metric (ITIL Continual Service Improvement) Something that is measured and reported to help manage a process, IT service or activity. Monitoring (ITIL Service Operation) Repeated observation of a configuration item, IT service or process to detect events and to ensure that the current status is known. O Top Operational Level Agreement (OLA) (ITIL Continual Service Improvement) (ITIL Service Design) An agreement between an IT service provider and another part of the same organization. It supports the service provider's delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties. Outsourcing (ITIL Service Strategy) Using an external service provider to manage Iron or other services. P Top Problem (ITIL Service Operation) A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management p is responsible for further investigation. Process A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, ac and work instructions if they are needed. R Top Release (ITIL Service Transition) one or more changes to an IT service that are built, tested and deployed together. A single release may include changes to hardware, soft documentation, processes and other components. Release Package (ITIL Service Transition) A set of configuration items that will be built, tested and deployed together as a single release. Each release package will usually include o more release units. Release Unit (ITIL Service Transition) Components of an IT service that are normally released together. A release unit typically includes sufficient components to perform a usef function. Reliability (ITIL Continual Service Improvement) (ITIL Service Design) A measure of how long an IT service or other configuration item can perform its agreed function withou interruption. Usually measured as MTBF or MTBSI. The term can also be used to state how likely it is that a process, function etc. will deliver its required outputs. Remediation (ITIL Service Transition) Actions taken to recover after a failed change or release. Remediation may include back-out, invocation of service continuity plans, or oth actions designed to enable the business process to continue. Request for Change (RFC) (ITIL Service Transition) A formal proposal for a change to be made. It includes details of the proposed change, and may be recorded on paper or electronically. T is often misused to mean a change record, or the change itself. Resource (ITIL Service Strategy) A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service. Resources are consid be assets of an organization. Risk A possible event that could cause harm or loss, or affect the ability to achieve objectives. Role A set of responsibilities, activities and authorities assigned to a person or have multiple roles for example, the roles of configuration manager and change manag be carried out by a single person. S Top Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and IT service or services sometimes used as a synonym for core service, IT service or service package. Service Acceptance Criteria (SAC) (ITIL Service Transition) A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the IT service provider is ready operate the new IT service when it has been deployed. Service Catalogue (ITIL Service Design) (ITIL Service Strategy) A database or structured let document with information about all live IT services, including those available for deploym The service catalogue is part of the service. Service Design Package (SDP) (ITIL Service Design) Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produc each new IT service, major change or IT service retirement. Service Improvement Plan (SIP) (ITIL Continual Service Improvement) A formal plan to implement improvements to a process or IT service. Service Knowledge Management System (SKMS) (ITIL Service Transition) A set of tools and databases that is used to manage knowledge, information and data. Service Level Agreement (SLA) (ITIL Continual Service Improvement) (ITIL Service Design) An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT s or multiple customers. Service Lifecycle An approach to IT service management that emphasizes the importance of coordination and control across the various functions, processes and systems necessar manage the full lifecycle of IT services. The service lifecycle approach considers the strategy, design, transition, operation and continual improvement of IT servic Service Management A set of specialized organizational capabilities for providing value to customers in the form of services. Service Portfolio (ITIL Service Strategy) The complete set of services the the managed by a service provider. The service portfolio is used to manage the entire lifecycle of all service includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services. Service Provider (ITIL Service Strategy) An organization supplying services to one or more internal customers or external customers. Service provider is often used as an abbreviati IT service provider. Service Request (ITIL Service Operation) A formal request from a user for something to be provided, for example, a request for information or advice; to reset a password; or to in workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with thein) Acontrolled envi service desk. Servi requests may be linked to a request for change as partes, rice, pro of fulfilling the request. Serviceability (ITIL Continual Service Improvement) (ITIL Service Design) The ability of a third-party supplier to meet the terms of its contract. This contract will include agreed l reliability, maintainability and availability for a configuration item. Stakeholder A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeh may include customers, partners, employees, shareholders, owners etc. Statement of Requirements (SOR) (ITIL Service Design) A document containing all requirements for a product purchase, or a new or changed IT service. Supplier (ITIL Service Design) (ITIL Service Strategy) A third party responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, Betwork and telecom providers, and outsourcing organizations. Supporting Service (ITIL Service Design) An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer- facing services (for exam directory service or a backup service). T Top Test Environment (ITIL Service Transition) A controlled environment used to test change configuration items, releases, IT services, processes etc. U Top Underpinning Contract (UC) (ITIL Service Design) A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service t customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreem Urgency (ITIL Service Design) (ITIL Service Transition) A measure of how long it will be until an incident, problem or change has a significant impact on the business. For ex a high-impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign p Utility (ITIL Service Strategy) The functionality offered by a product or service to meet a particular need. Utility can be summarized as what the service does, and can be determine whether a service is able to meet its required outcomes, or is fit for purpose. The business value of an IT service is created by the combination of utility warranty. V Top Value on Investment (VOI) (ITIL Continual Service Improvement) A measurement of the expected benefit of an investment. Value on investment considers both financial and intangible benef Vital Business Function (VBF) (ITIL Service Design) Part of a business process that is critical to the success of the business. Vital business functions are an important consideration of business continuity management, IT service continuity management and availability management. W Top Warranty (ITIL Service Strategy) Assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or co or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Workaround (ITIL Service Operation) Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available, for example, by restarting a fa configuration item. Workarounds for problems are documented in known error records. Workarounds forincidents that do not have associated problem records ar documented in the incident record.