ITIL Dictionary of Terms

dashboard

(ITIL Service Operation) A graphical representation of overall IT service performance and availability. Dashboard images may be updated in real time, and can also be included in management reports and web pages. Dashboards can be used to support service level management, event management and incident diagnosis.

Data-to-Information-to-Knowledge-to-Wisdom (DIKW)

(ITIL Service Transition) A way of understanding the relationships between data, information, knowledge and wisdom. DIKW shows how each of these builds on the others.

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 definitive media library may also contain associated configuration items such as licenses and documentation. It is a single logical storage area even if there are multiple locations. The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system.

deliverable

Something that must be provided to meet a commitment in a service level agreement or a contract. It is also used in a more informal way to mean a planned output of any process.

demand management

(ITIL Service Design) (ITIL Service Strategy) The process responsible for understanding, anticipating and influencing customer demand for services. Demand management works with capacity management to ensure that the service provider has sufficient capacity to meet the required demand. At a strategic level, demand management can involve analysis of patterns of business activity and user profiles, while at a tactical level, it can involve the use of differential charging to encourage customers to use IT services at less busy times, or require short-term activities to respond to unexpected demand or the failure of a configuration item.

Deming Cycle

See Plan-Do-Check-Act.

dependency

The direct or indirect reliance of one process or activity on another.

deployment

(ITIL 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.

depreciation

(ITIL Service Strategy) A measure of the reduction in value of an asset over its life. This is based on wearing out, consumption or other reduction in the useful economic value.

design

(ITIL Service Design) An activity or process that identifies requirements and then defines a solution that is able to meet these requirements. See also service design.

design coordination

(ITIL Service Design) The process responsible for coordinating all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.

detection

(ITIL Service Operation) A stage in the expanded incident lifecycle. Detection results in the incident becoming known to the service provider. Detection can be automatic or the result of a user logging an incident.

development

(ITIL Service Design) The process responsible for creating or modifying an IT service or application ready for subsequent release and deployment. Development is also used to mean the role or function that carries out development work. This process is not described in detail within the core ITIL publications.

development environment

(ITIL Service Design) An environment used to create or modify IT services or applications. Development environments are not typically subjected to the same degree of control as test or live environments. See also development.

diagnosis

(ITIL Service Operation) A stage in the incident and problem lifecycles. The purpose of diagnosis is to identify a workaround for an incident or the root cause of a problem.

diagnostic script

(ITIL Service Operation) A structured set of questions used by service desk staff to ensure they ask the correct questions, and to help them classify, resolve and assign incidents. Diagnostic scripts may also be made available to users to help them diagnose and resolve their own incidents.

differential charging

A technique used to support demand management by charging different amounts for the same function of an IT service under different circumstances. For example, reduced charges outside peak times, or increased charges for users who exceed a bandwidth allocation.

direct cost

(ITIL Service Strategy) The cost of providing an IT service which can be allocated in full to a specific customer, cost center, project etc. For example, the cost of providing non-shared servers or software licenses. See also indirect cost.

directory service

(ITIL Service Operation) An application that manages information about IT infrastructure available on a network, and corresponding user access rights.

document

Information in readable form. A document may be paper or electronic – for example, a policy statement, service level agreement, incident record or diagram of a computer room layout. See also record.

downtime

(ITIL Service Design) (ITIL Service Operation) The time when an IT service or other configuration item is not available during its agreed service time. The availability of an IT service is often calculated from agreed service time and downtime.

driver

Something that influences strategy, objectives or requirements – for example, new legislation or the actions of competitors.