ITIL Dictionary of Terms
A - Z Dictionary of terms for ITIL. This is the official Dictionary of terms for ITIL, which is a set of practices for IT Service Management. ITIL® is a registered trade mark of AXELOS Limited.
View the Agile Dictionary. Managing Successful Programmes (MSP) Dictionary. Project Office Dictionary (P30). Full PRINCE2 glossary of terms. See also Risk Management Dictionary and Project Management Dictionary.
A -
acceptance to availability plan
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B -
back-out to business unit
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C -
call to customer-facing service
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D -
dashboard to driver
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E -
early life support (ELS) to external service provider
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F -
facilites management to functional escalation
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G - H -
gap analysis to hot standby
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I -
identity to ITIL
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J - K -
job description to known error record
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L -
lifecycle to live environment
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M -
maintainability to monitoring
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N -
near-shore to notional charging
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O -
objective to overhead
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P -
pain value analysis to PRojects IN Controlled Environments (PRINCE2)
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Q -
qualification to quick win
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R -
RACI to running costs
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S -
Sarbanes-Oxley (SOX) to system management
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T -
tactical to Type III service provider
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U -
underpinning contract (UC) to utility
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V -
validation to vulnerability
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W -
warm standby to workload
E - early life support (ELS) to external service provider
early life support (ELS)
(
ITIL Service Transition) A stage in the service lifecycle that occurs at the end of deployment and before the service is fully accepted into operation. During early life support, the service provider reviews
key performance indicators,
service levels and monitoring
thresholds and may implement improvements to ensure that service targets can be met. The service provider may also provide additional
resources for incident and problem management during this time.
emergency change
(
ITIL 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. See also
emergency change advisory board.
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 meeting is called, and depends on the nature of the emergency change.
enabling service
(
ITIL Service Strategy) A service that is needed in order to deliver a core service. Enabling services may or may not be visible to the customer, but they are not offered to customers in their own right. See also
enhancing service.
enhancing service
(
ITIL Service Strategy) A service that is added to a core service to make it more attractive to the customer. Enhancing services are not essential to the delivery of a core service but are used to encourage customers to use the core services or to differentiate the service provider from its competitors. See also
enabling service;
excitement factor.
enterprise financial management
environment
(
ITIL Service Transition) A subset of the IT infrastructure that is used for a particular purpose – for example, live environment, test environment, build environment. Also used in the term 'physical environment' to mean the accommodation, air conditioning, power system etc. Environment is used as a generic term to mean the external conditions that influence or affect something.
escalation
(
ITIL Service Operation) An
activity that obtains additional
resources when these are needed to meet service level targets or customer expectations. Escalation may be needed within any IT service management process, but is most commonly associated with incident management, problem management and the management of customer complaints. There are two types of escalation: functional escalation and hierarchic escalation.
eSourcing Capability Model for Client Organizations (eSCM-CL)
eSourcing Capability Model for Service Providers (eSCM-SP)
estimation
The use of experience to provide an approximate value for a metric or
cost. Estimation is also used in capacity and availability management as the cheapest and least accurate
modelling method.
event management
(
ITIL Service Operation) The process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations.
excitement factor
(
ITIL Service Strategy) An attribute added to something to make it more attractive or more exciting to the customer. For example, a restaurant may provide a free drink with every meal. See also
enhancing service.
expanded incident lifecycle
(
ITIL Continual Service Improvement) (
ITIL Service Design) Detailed stages in the lifecycle of an incident. The stages are detection, diagnosis, repair, recovery and restoration. The expanded incident lifecycle is used to help understand all contributions to the impact of incidents and to plan for how these could be controlled or reduced.
external customer
A customer who works for a different business from the IT service provider. See also
external service provider; internal customer.
external service provider
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