Glossary of ITIL V3 Terms and Acronyms - Foundation only
Access Management
(Service Operation) The Process responsible for allowing Users to
make use of IT Services, data, or other Assets. Access Management
helps to protect the Confidentiality, Integrity and Availability of
Assets by ensuring that only authorized Users are able to access or
modify the Assets. Access Management is sometimes referred to as
Rights Management or Identity Management.
Activity
A set of actions designed to achieve a particular result. Activities
are usually defined as part of Processes or Plans, and are
documented in Procedures.
Agreement
A Document that describes a formal understanding between two or more
parties. An Agreement is not legally binding, unless it forms part
of a Contract.
See Service Level Agreement, Operational Level Agreement.
Alert
(Service Operation) A warning that a threshold has been reached,
something has changed, or a Failure has occurred. Alerts are often
created and managed by System Management tools and are managed by
the Event Management Process.
Application
Software that provides Functions that are required by an IT Service.
Each Application may be part of more than one IT Service. An
Application runs on one or more Servers or Clients.
See Application Management.
Application Management
(Service Design) (Service Operation) The Function responsible for
managing Applications throughout their Lifecycle.
Architecture
(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. Architecture also includes the Standards and Guidelines
that guide the design and evolution of the System.
Asset
(Service Strategy) Any Resource or Capability. Assets of a Service
Provider include anything that could contribute to the delivery of a
Service. Assets can be one of the following types: Management,
Organization, Process, Knowledge, People, Information, Applications,
Infrastructure, and Financial Capital.
Asset Management
(Service Transition) Asset Management is the Process responsible for
tracking and reporting the value and ownership of financial Assets
throughout their Lifecycle. Asset Management is part of an overall
Service Asset and Configuration Management Process.
Availability
(Service Design) Ability of a Configuration Item or IT Service to
perform its agreed Function when required. Availability is
determined by Reliability, Maintainability, Serviceability,
Performance, and Security. Availability is usually calculated as a
percentage. This calculation is often based on Agreed Service Time
and Downtime. It is Best Practice to calculate Availability using
measurements of the Business output of the IT Service.
Availability Management
(Service Design) The Process responsible for defining, analyzing,
Planning, measuring and improving all aspects of the Availability of
IT Services. Availability Management is responsible for ensuring
that all IT Infrastructure, Processes, Tools, Roles etc are
appropriate for the agreed Service Level Targets for Availability.
Baseline
(Continual Service Improvement) A Benchmark used as a reference
point. For example:
• An IT Service Management Baseline can be used as a starting point
to measure the effect of a Service Improvement Plan
• A Performance Baseline can be used to measure
changes in Performance over the lifetime of an IT Service
• A Configuration Management Baseline can be used
to enable the IT Infrastructure to be restored to a known
Configuration if a Change or Release fails
Best Practice
Proven Activities or Processes that have been successfully used by
multiple Organizations. ITIL® is an example of Best Practice.
Business
(Service Strategy) An overall corporate entity or Organization
formed of a number of Business Units. In the context of IT Service
Management, the term Business includes public sector and
not-for-profit organizations, as well as companies. An IT Service
Provider provides IT Services to a Customer within a Business. The
IT Service Provider may be part of the same Business as their
Customer (Internal Service Provider), or part of another Business
(External Service Provider).
Business Case
(Service Strategy) Justification for a significant item of
expenditure. Includes information about Costs, benefits, options,
issues, Risks, and possible problems.
Business Service
An IT Service that directly supports a Business Process, as opposed
to an Infrastructure Service, which is used internally by the IT
Service Provider and is not usually visible to the Business.
The term Business Service is also used to mean a Service that is
delivered to Business Customers by Business Units. For example
delivery of financial services to Customers of a bank, or goods to
the Customers of a retail store. Successful delivery of Business
Services often depends on one or more IT Services.
Capability
(Service Strategy) The ability of an Organization, person, Process,
Application, Configuration Item or IT Service to carry out an
Activity. Capabilities are intangible Assets of an Organization.
See Resource.
Capacity
(Service Design) The maximum Throughput that a Configuration Item or
IT Service can deliver whilst meeting agreed Service Level Targets.
For some types of CI, Capacity may be the size or volume, for
example a disk drive.
Capacity Management
(Service Design) The Process responsible for ensuring that the
Capacity of IT Services and the IT Infrastructure is able to deliver
agreed Service Level Targets in a Cost Effective and timely manner.
Capacity Management considers all Resources required to deliver the
IT Service, and plans for short, medium and long term Business
Requirements.
Change
(Service Transition) The addition, modification or removal of
anything that could have an effect on IT Services. The Scope should
include all IT Services, Configuration Items, Processes,
Documentation etc.
Change Management
(Service Transition) The Process responsible for controlling the
Lifecycle of all Changes. The primary objective of Change Management
is to enable beneficial Changes to be made, with minimum disruption
to IT Services.
Component
A general term that is used to mean one part of something more
complex. For example, a computer System may be a component of an IT
Service, an Application may be a Component of a Release Unit.
Components that need to be managed should be Configuration Items.
Configuration
(Service Transition) A generic term, used to describe a group of
Configuration Items that work together to deliver an IT Service, or
a recognizable part of an IT Service. Configuration is also used to
describe the parameter settings for one or more CIs.
Configuration Item (CI)
(Service Transition) Any Component that needs to be managed in order
to deliver an IT Service. Information about each CI is recorded in a
Configuration Record within the Configuration Management System and
is maintained throughout its Lifecycle by Configuration Management.
CIs are under the control of Change Management. CIs typically
include IT Services, hardware, software, buildings, people, and
formal documentation such as Process documentation and SLAs.
Configuration Management
(Service Transition) The Process responsible for maintaining
information about Configuration Items required to deliver an IT
Service, including their Relationships. This information is managed
throughout the Lifecycle of the CI. Configuration Management is part
of an overall Service Asset and Configuration Management Process.
Configuration Management System (CMS)
(Service Transition) A set of tools and databases that are used to
manage an IT Service Provider's Configuration data. The CMS also
includes information about Incidents, Problems, Known Errors,
Changes and Releases; and may contain data about employees,
Suppliers, locations, Business Units, Customers and Users. The CMS
includes tools for collecting, storing, managing, updating, and
presenting data about all Configuration Items and their
Relationships. The CMS is maintained by Configuration Management and
is used by all IT Service Management Processes.
Continual Service Improvement (CSI)
(Continual Service Improvement) A stage in the Lifecycle of an IT
Service and the title of one of the Core ITIL® publications.
Continual Service Improvement is responsible for managing
improvements to IT Service Management Processes and IT Services. The
Performance of the IT Service Provider is continually measured and
improvements are made to Processes, IT Services and IT
Infrastructure in order to increase Efficiency, Effectiveness, and
Cost Effectiveness.
See Plan-Do-Check-Act.
Contract
A legally binding Agreement between two or more parties.
Cost
The amount of money spent on a specific Activity, IT Service, or
Business Unit. Costs consist of real cost (money), notional cost
such as people's time, and Depreciation.
Customer
Someone who buys goods or Services. The Customer of an IT Service
Provider is the person or group who defines and agrees the Service
Level Targets. The term Customers is also sometimes informally used
to mean Users, for example "this is a Customer focused
Organization".
Definitive Media Library (DML)
(Service Transition) One or more locations in which the definitive
and approved versions of all software Configuration Items are
securely stored. The DML may also contain associated CIs such as
licenses and documentation. The DML is a single logical storage area
even if there are multiple locations. All software in the DML is
under the control of Change and Release Management and is recorded
in the Configuration Management System. Only software from the DML
is acceptable for use in a Release.
Demand Management
Activities that understand and influence Customer demand for
Services and the provision of Capacity to meet these demands. At a
Strategic level Demand Management can involve analysis of Patterns
of Business Activity and User Profiles. At a Tactical level it can
involve use of Differential Charging to encourage Customers to use
IT Services at less busy times.
See Capacity Management.
Deployment
(Service Transition) The Activity responsible for movement of new or
changed hardware, software, documentation, Process, etc to the Live
Environment. Deployment is part of the Release and Deployment
Management Process.
Design
(Service Design) An Activity or Process that identifies Requirements
and then defines a solution that is able to meet these Requirements.
See Service Design.
Emergency Change
(Service Transition) A Change that must be introduced as soon as
possible. For example to resolve a Major Incident or implement a
Security patch. The Change Management Process will normally have a
specific Procedure for handling Emergency Changes.
Event
(Service Operation) A change of state that has significance for the
management of a Configuration Item or IT Service.
The term Event is also used to mean an Alert 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.
Event Management
(Service Operation) The Process responsible for managing Events
throughout their Lifecycle. Event Management is one of the main
Activities of IT Operations.
Facilities Management
(Service Operation) The Function responsible for managing the
physical Environment where the IT Infrastructure is located.
Facilities Management includes all aspects of managing the physical
Environment, for example power and cooling, building Access
Management, and environmental Monitoring.
Financial Management
(Service Strategy) The Function and Processes responsible for
managing an IT Service Provider's Budgeting, Accounting and Charging
Requirements.
Function
A team or group of people and the tools they use to carry out one or
more Processes or Activities. For example the Service Desk.
The term Function also has two other meanings
• An intended purpose of a Configuration Item, Person, Team,
Process, or IT Service. For example one Function of an Email Service
may be to store and forward outgoing mails, one Function of a
Business Process may be to dispatch goods to Customers.
• To perform the intended purpose correctly, "The
computer is Functioning"
Governance
Ensuring that Policies and Strategy are actually implemented, and
that required Processes are correctly followed. Governance includes
defining Roles and responsibilities, measuring and reporting, and
taking actions to resolve any issues identified.
Impact
(Service Operation) (Service Transition) A measure of the effect of
an Incident, Problem or Change on Business Processes. Impact is
often based on how Service Levels will be affected. Impact and
Urgency are used to assign Priority.
Incident
(Service Operation) An unplanned interruption to an IT Service or a
reduction in the Quality of an IT Service. Failure of a
Configuration Item that has not yet impacted Service is also an
Incident. For example Failure of one disk from a mirror set.
Incident Management
(Service Operation) The Process responsible for managing the
Lifecycle of all Incidents. The primary Objective of Incident
Management is to return the IT Service to Users as quickly as
possible.
Information Security Management (ISM)
(Service Design) The Process that ensures the Confidentiality,
Integrity and Availability of an Organization's Assets, information,
data and IT Services. Information Security Management usually forms
part of an Organizational approach to Security Management which has
a wider scope than the IT Service Provider, and includes handling of
paper, building access, phone calls etc., for the entire
Organization.
Infrastructure Service
An IT Service that is not directly used by the Business, but is
required by the IT Service Provider so they can provide other IT
Services. For example Directory Services, naming services, or
communication services.
IT Infrastructure
All of the hardware, software, networks, facilities etc. that are
required to Develop, Test, deliver, Monitor, Control or support IT
Services. The term IT Infrastructure includes all of the Information
Technology but not the associated people, Processes and
documentation.
IT Operations
(Service Operation) Activities carried out by IT Operations Control,
including Console Management, Job Scheduling, Backup and Restore,
and Print and Output Management.
IT Operations is also used as a synonym for Service Operation.
IT Operations Control
(Service Operation) The Function responsible for Monitoring and
Control of the IT Services and IT Infrastructure.
IT Operations Management
(Service Operation) The Function within an IT Service Provider that
performs the daily Activities needed to manage IT Services and the
supporting IT Infrastructure. IT Operations Management includes IT
Operations Control and Facilities Management.
IT Service
A Service provided to one or more Customers by an IT Service
Provider. An IT Service is based on the use of Information
Technology and supports the Customer's Business Processes. An IT
Service is made up from a combination of people, Processes and
technology and should be defined in a Service Level Agreement.
IT Service Continuity Management (ITSCM)
(Service Design) The Process responsible for managing Risks that
could seriously impact IT Services. ITSCM ensures that the IT
Service Provider can always provide minimum agreed Service Levels,
by reducing the Risk to an acceptable level and Planning for the
Recovery of IT Services. ITSCM should be designed to support
Business Continuity Management.
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 through an appropriate mix of people, Process and
Information Technology.
See Service Management.
IT Service Provider
(Service Strategy) A Service Provider that provides IT Services to
Internal Customers or External Customers.
ITIL®
A set of Best Practice guidance for IT Service Management. ITIL® is
owned by the OGC and consists of a series of publications giving
guidance on the provision of Quality IT Services, and on the
Processes and facilities needed to support them. See
http://www.itil.com/ for more information.
Key Performance Indicator (KPI)
(Continual Service Improvement) A Metric that is used to help manage
a Process, IT Service or Activity. Many Metrics may be measured, but
only the most important of these are defined as KPIs and used to
actively manage and report on the Process, IT Service or Activity.
KPIs should be selected to ensure that Efficiency, Effectiveness,
and Cost Effectiveness are all managed.
Known Error
(Service Operation) A Problem that has a documented Root Cause and a
Workaround. Known Errors are created and managed throughout their
Lifecycle by Problem Management. Known Errors may also be identified
by Development or Suppliers.
Known Error Data Base (KEDB)
(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 is part of the
Service Knowledge Management System.
Lifecycle
The various stages in the life of an IT Service, Configuration Item,
Incident, Problem, Change etc. The Lifecycle defines the Categories
for Status and the Status transitions that are permitted. For
example:
• The Lifecycle of an Application includes Requirements, Design,
Build, Deploy, Operate, Optimize.
• The Expanded Incident Lifecycle includes Detect,
Respond, Diagnose, Repair, Recover, Restore.
• The lifecycle of a Server may include: Ordered,
Received, In Test, Live, Disposed etc.
Metric
(Continual Service Improvement) Something that is measured and
reported to help manage a Process, IT Service or Activity.
See KPI.
Model
A representation of a System, Process, IT Service, Configuration
Item etc. that is used to help understand or predict future
behaviour.
Objective
The defined purpose or aim of a Process, an Activity or an
Organization as a whole. Objectives are usually expressed as
measurable targets. The term Objective is also informally used to
mean a Requirement.
Operational Level Agreement (OLA)
(Service Design) (Continual Service Improvement) An Agreement
between an IT Service Provider and another part of the same
Organization. An OLA supports the IT Service Provider's delivery of
IT Services to Customers. The OLA defines the goods or Services to
be provided and the responsibilities of both parties. For example
there could be an OLA
• Between the IT Service Provider and a procurement department to
obtain hardware in agreed times
• Between the Service Desk and a Support Group to
provide Incident Resolution in agreed times.
See Service Level Agreement.
Organization
A company, legal entity or other institution. Examples of
Organizations that are not companies include International Standards
Organization or itSMF. The term Organization is sometimes used to
refer to any entity that has People, Resources and Budgets. For
example a Project or Business Unit.
Plan
A detailed proposal that describes the Activities and Resources
needed to achieve an Objective. For example a Plan to implement a
new IT Service or Process. ISO/IEC 20000 requires a Plan for the
management of each IT Service Management Process.
Plan-Do-Check-Act
(Continual Service Improvement) A four-stage cycle for Process
management, attributed to Edward Deming. Plan-Do-Check-Act is also
called the Deming Cycle.
PLAN: Design or revise Processes that support the IT Services.
DO: Implement the Plan and manage the Processes.
CHECK: Measure the Processes and IT Services, compare with
Objectives and produce reports
ACT: Plan and implement Changes to improve the Processes.
Practice
A way of working, or a way in which work must be done. Practices can
include Activities, Processes, Functions, Standards and Guidelines.
See Best Practice.
Priority
(Service Transition) (Service Operation) A Category used to identify
the relative importance of an Incident, Problem or Change. Priority
is based on Impact and Urgency, and is used to identify required
times for actions to be taken. For example the SLA may state that
Priority2 Incidents must be resolved within 12 hours.
Problem
(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 Process is responsible for further investigation.
Problem Management
(Service Operation) The Process responsible for managing the
Lifecycle of all Problems. The primary Objectives of Problem
Management are to prevent Incidents from happening, and to minimize
the Impact of Incidents that cannot be prevented.
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. A Process may include any of the Roles,
responsibilities, tools and management Controls required to reliably
deliver the outputs. A Process may define Policies, Standards,
Guidelines, Activities, and Work Instructions if they are needed.
Process Owner
A Role responsible for ensuring that a Process is Fit for Purpose.
The Process Owner’s responsibilities include sponsorship, Design,
Change Management and continual improvement of the Process and its
Metrics. This Role is often assigned to the same person who carries
out the Process Manager Role, but the two Roles may be separate in
larger Organizations.
Qualification
(Service Transition) An Activity that ensures that IT Infrastructure
is appropriate, and correctly configured, to support an Application
or IT Service.
Quality
The ability of a product, Service, or Process to provide the
intended value. For example, a hardware Component can be considered
to be of high Quality if it performs as expected and delivers the
required Reliability. Process Quality also requires an ability to
monitor Effectiveness and Efficiency, and to improve them if
necessary.
RACI
(Service Design) (Continual Service Improvement) A Model used to
help define Roles and Responsibilities. RACI stands for Responsible,
Accountable, Consulted and Informed.
Release
(Service Transition) A collection of hardware, software,
documentation, Processes or other Components required to implement
one or more approved Changes to IT Services. The contents of each
Release are managed, Tested, and Deployed as a single entity.
Release and Deployment Management
(Service Transition) The Process responsible for both Release
Management and Deployment.
Release Management
(Service Transition) The Process responsible for Planning,
scheduling and controlling the movement of Releases to Test and Live
Environments. The primary Objective of Release Management is to
ensure that the integrity of the Live Environment is protected and
that the correct Components are released. Release Management is part
of the Release and Deployment Management Process.
Release Unit
(Service Transition) Components of an IT Service that are normally
Released together. A Release Unit typically includes sufficient
Components to perform a useful Function. For example one Release
Unit could be a Desktop PC, including Hardware, Software, Licenses,
Documentation etc. A different Release Unit may be the complete
Payroll Application, including IT Operations Procedures and User
training.
Request Fulfilment
(Service Operation) The Process responsible for managing the
Lifecycle of all Service Requests.
Requirement
(Service Design) A formal statement of what is needed. For example a
Service Level Requirement, a Project Requirement or the required
Deliverables for a Process.
Resource
(Service Strategy) A generic term that includes IT Infrastructure,
people, money or anything else that might help to deliver an IT
Service. Resources are considered to be Assets of an Organization.
See Capability, Service Asset.
Responsiveness
A measurement of the time taken to respond to something. This could
be Response Time of a Transaction, or the speed with which an IT
Service Provider responds to an Incident or Request for Change etc.
Risk
A possible Event that could cause harm or loss, or affect the
ability to achieve Objectives. A Risk is measured by the probability
of a Threat, the Vulnerability of the Asset to that Threat, and the
Impact it would have if it occurred.
Role
A set of responsibilities, Activities and authorities granted to a
person or team. A Role is defined in a Process. One person or team
may have multiple Roles, for example the Roles of Configuration
Manager and Change Manager may be carried out by a single person.
Scope
The boundary, or extent, to which a Process, Procedure,
Certification, Contract etc. applies. For example the Scope of
Change Management may include all Live IT Services and related
Configuration Items, the Scope of an ISO/IEC 20000 Certificate may
include all IT Services delivered out of a named data centre.
Security
See Information Security Management
Security Management
Synonym for Information Security Management
Service
A means of delivering value to Customers by facilitating Outcomes
Customers want to achieve without the ownership of specific Costs
and Risks.
Service Asset
Any Capability or Resource of a Service Provider.
Service Asset and Configuration Management (SACM)
(Service Transition) The Process responsible for both Configuration
Management and Asset Management.
Service Catalogue
(Service Design) A database or structured Document with information
about all Live IT Services, including those available for
Deployment. The Service Catalogue is the only part of the Service
Portfolio published to Customers, and is used to support the sale
and delivery of IT Services. The Service Catalogue includes
information about deliverables, prices, contact points, ordering and
request Processes.
Service Design
(Service Design) A stage in the Lifecycle of an IT Service. Service
Design includes a number of Processes and Functions and is the title
of one of the Core ITIL® publications.
See Design.
Service Design Package
(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 produced for each new IT Service, major Change, or
IT Service Retirement.
Service Desk
(Service Operation) The Single Point of Contact between the Service
Provider and the Users. A typical Service Desk manages Incidents and
Service Requests, and also handles communication with the Users.
Service Knowledge Management System (SKMS)
(Service Transition) A set of tools and databases that are used to
manage knowledge and information. The SKMS includes the
Configuration Management System, as well as other tools and
databases. The SKMS stores, manages, updates, and presents all
information that an IT Service Provider needs to manage the full
Lifecycle of IT Services.
Service Level
Measured and reported achievement against one or more Service Level
Targets. The term Service Level is sometimes used informally to mean
Service Level Target.
Service Level Agreement (SLA)
(Service Design) (Continual Service Improvement) An Agreement
between an IT Service Provider and a Customer. The SLA describes the
IT Service, documents Service Level Targets, and specifies the
responsibilities of the IT Service Provider and the Customer. A
single SLA may cover multiple IT Services or multiple Customers.
See Operational Level Agreement.
Service Level Management (SLM)
(Service Design) (Continual Service Improvement) The Process
responsible for negotiating Service Level Agreements, and ensuring
that these are met. SLM is responsible for ensuring that all IT
Service Management Processes, Operational Level Agreements, and
Underpinning Contracts, are appropriate for the agreed Service Level
Targets. SLM monitors and reports on Service Levels, and holds
regular Customer reviews.
Service Level Target
(Service Design) (Continual Service Improvement) A commitment that
is documented in a Service Level Agreement. Service Level Targets
are based on Service Level Requirements, and are needed to ensure
that the IT Service Design is Fit for Purpose. Service Level Targets
are usually based on KPIs.
Service Management
Service Management is a set of specialized organizational
Capabilities for providing value to Customers in the form of
Services.
Service Management Lifecycle
An approach to IT Service Management that emphasizes the importance
of coordination and Control across the various Functions, Processes,
and Systems necessary to manage the full Lifecycle of IT Services.
The Service Management Lifecycle approach considers the Strategy,
Design, Transition, Operation and Continuous Improvement of IT
Services.
Service Operation
(Service Operation) A stage in the Lifecycle of an IT Service.
Service Operation includes a number of Processes and Functions and
is the title of one of the Core ITIL® publications.
Service Owner
(Continual Service Improvement) A Role that is accountable for the
delivery of a specific IT Service.
Service Portfolio
(Service Strategy) The complete set of Services that are managed by
a Service Provider. The Service Portfolio is used to manage the
entire Lifecycle of all Services, and includes three Categories:
Service Pipeline (proposed or in Development); Service Catalogue
(Live or available for Deployment); and Retired Services.
See Service Portfolio Management.
Service Portfolio Management (SPM)
(Service Strategy) The Process responsible for managing the Service
Portfolio. Service Portfolio Management considers Services in terms
of the Business value that they provide.
Service Provider
(Service Strategy) An Organization supplying Services to one or more
Internal Customers or External Customers. Service Provider is often
used as an abbreviation for IT Service Provider.
Service Request
(Service Operation) A request from a User for information, or
advice, or for a Standard Change or for Access to an IT Service. For
example to reset a password, or to provide standard IT Services for
a new User. Service Requests are usually handled by a Service Desk,
and do not require an RFC to be submitted.
See Request Fulfilment.
Service Sourcing
(Service Strategy) The Strategy and approach for deciding whether to
provide a Service internally or to Outsource it to an External
Service Provider. Service Sourcing also means the execution of this
Strategy.
Service Sourcing includes:
• Internal Sourcing - Internal or Shared Services using Type I or
Type II Service Providers.
• Traditional Sourcing - Full Service Outsourcing
using a Type III Service Provider.
• Multi-vendor Sourcing - Prime, Consortium or
Selective Outsourcing using Type III Service Providers.
Service Strategy
(Service Strategy) The title of one of the Core ITIL® publications.
Service Strategy establishes an overall Strategy for IT Services and
for IT Service Management.
Service Transition
(Service Transition) A stage in the Lifecycle of an IT Service.
Service Transition includes a number of Processes and Functions and
is the title of one of the Core ITIL publications.
Standard Change
(Service Transition) A pre-approved Change that is low Risk,
relatively common and follows a Procedure or Work Instruction. For
example password reset or provision of standard equipment to a new
employee. RFCs are not required to implement a Standard Change, and
they are logged and tracked using a different mechanism, such as a
Service Request.
Strategic
(Service Strategy) The highest of three levels of Planning and
delivery (Strategic, Tactical, Operational). Strategic Activities
include Objective setting and long term Planning to achieve the
overall Vision.
Strategy
(Service Strategy) A Strategic Plan designed to achieve defined
Objectives.
Supplier
(Service Strategy) (Service Design) 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, network and telecom providers, and Outsourcing
Organizations.
Supplier Management
(Service Design) The Process responsible for ensuring that all
Contracts with Suppliers support the needs of the Business, and that
all Suppliers meet their contractual commitments.
Technical Management
(Service Operation) The Function responsible for providing technical
skills in support of IT Services and management of the IT
Infrastructure. Technical Management defines the Roles of Support
Groups, as well as the tools, Processes and Procedures required.
Technical Service
Synonym for Infrastructure Service.
User
A person who uses the IT Service on a day-to-day basis. Users are
distinct from Customers, as some Customers do not use the IT Service
directly.
Urgency
(Service Transition) (Service Design) A measure of how long it will
be until an Incident, Problem or Change has a significant Impact on
the Business. For example 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 Priority.
Utility
(Service Strategy) Functionality offered by a Product or Service to
meet a particular need. Utility is often summarized as "what it
does".
Warranty
(Service Strategy) A promise or guarantee that a product or Service
will meet its agreed Requirements.
Workaround
(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 failed Configuration Item.
Workarounds for Problems are documented in Known Error Records.
Workarounds for Incidents that do not have associated Problem
Records are documented in the Incident Record.
Acronyms
ACD
Automatic Call Distribution
AM
Availability Management
AMIS
Availability Management Information System
ASP
Application Service Provider
BCM
Business Capacity Management
BCM
Business Continuity Management
BCP
Business Continuity Plan
BIA
Business Impact Analysis
BRM
Business Relationship Manager
BSI
British Standards Institution
BSM
Business Service Management
CAB
Change Advisory Board
CAB/EC
Change Advisory Board / Emergency Committee
CAPEX
Capital Expenditure
CCM
Component Capacity Management
CFIA
Component Failure Impact Analysis
CI
Configuration Item
CMDB
Configuration Management Database
CMIS
Capacity Management Information System
CMM
Capability Maturity Model
CMMI
Capability Maturity Model Integration
CMS
Configuration Management System
COTS
Commercial off the Shelf
CSF
Critical Success Factor
CSI
Continual Service Improvement
CSIP
Continual Service Improvement Program
CSP
Core Service Package
CTI
Computer Telephony Integration
DIKW
Data-to-Information-to-Knowledge-to-Wisdom
eSCM-CL
eSourcing Capability Model for Client Organizations
eSCM-SP
eSourcing Capability Model for Service Providers
FMEA
Failure Modes and Effects Analysis
FTA
Fault Tree Analysis
IRR
Internal Rate of Return
ISG
IT Steering Group
ISM
Information Security Management
ISMS
Information Security Management System
ISO
International Organization for Standardization
ISP
Internet Service Provider
IT
Information Technology
ITSCM
IT Service Continuity Management
ITSM
IT Service Management
itSMF
IT Service Management Forum
IVR
Interactive Voice Response
KEDB
Known Error Database
KPI
Key Performance Indicator
LOS
Line of Service
MoR
Management of Risk
MTBF
Mean Time Between Failures
MTBSI
Mean Time Between Service Incidents
MTRS
Mean Time to Restore Service
MTTR
Mean Time to Repair
NPV
Net Present Value
OGC
Office of Government Commerce
OLA
Operational Level Agreement
OPEX
Operational Expenditure
OPSI
Office of Public Sector Information
PBA
Pattern of Business Activity
PFS
Prerequisite for Success
PIR
Post Implementation Review
PSA
Projected Service Availability
QA
Quality Assurance
QMS
Quality Management System
RCA
Root Cause Analysis
RFC
Request for Change
ROI
Return on Investment
RPO
Recovery Point Objective
RTO
Recovery Time Objective
SAC
Service Acceptance Criteria
SACM
Service Asset and Configuration Management
SCD
Supplier and Contract Database
SCM
Service Capacity Management
SFA
Service Failure Analysis
SIP
Service Improvement Plan
SKMS
Service Knowledge Management System
SLA
Service Level Agreement
SLM
Service Level Management
SLP
Service Level Package
SLR
Service Level Requirement
SMO
Service Maintenance Objective
SoC
Separation of Concerns
SOP
Standard Operating Procedures
SOR
Statement of requirements
SPI
Service Provider Interface
SPM
Service Portfolio Management
SPO
Service Provisioning Optimization
SPOF
Single Point of Failure
TCO
Total Cost of Ownership
TCU
Total Cost of Utilization
TO
Technical Observation
TOR
Terms of Reference
TQM
Total Quality Management
UC
Underpinning Contract
UP
User Profile
VBF
Vital Business Function
VOI
Value on Investment
WIP
Work in Progress
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