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 | B - back-out to business unit | C - call to customer-facing service | D - dashboard to driver | E - early life support (ELS) to external service provider | F - facilities management to functional escalation | G - H - gap analysis to hot standby | I - identity to ITIL | J - K - job description to known error record | L - lifecycle to live environment | M - maintainability to monitoring | N - near-shore to notional charging | O - objective to overhead | P - pain value analysis to PRojects IN Controlled Environments (PRINCE2) | Q - qualification to quick win | R - RACI to running costs | S - Sarbanes-Oxley (SOX) to system management | T - tactical to Type III service provider | U - underpinning contract (UC) to utility | V - validation to vulnerability | W - warm standby to workload

F - facilities management to functional escalation

facilities management

(ITIL 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.

failure

(ITIL Service Operation) Loss of ability to operate to specification, or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items etc. A failure often causes an incident.

fast recovery

(ITIL Service Design) A recovery option that is also known as hot standby. Fast recovery normally uses a dedicated fixed facility with computer systems and software configured ready to run the IT services. Fast recovery typically takes up to 24 hours but may be quicker if there is no need to restore data from backups.

fault

See error.

fault tolerance

(ITIL Service Design) The ability of an IT service or other configuration item to continue to operate correctly after failure of a component part. See also countermeasure; resilience.

fault tree analysis (FTA)

(ITIL Continual Service Improvement) (ITIL Service Design) A technique that can be used to determine a chain of events that has caused an incident, or may cause an incident in the future. Fault tree analysis represents a chain of events using Boolean notation in a diagram.

financial management

(ITIL Service Strategy) A generic term used to describe the function and processes responsible for managing an organization's budgeting, accounting and charging requirements. Enterprise financial management is the specific term used to describe the function and processes from the perspective of the overall organization. Financial management for IT services is the specific term used to describe the function and processes from the perspective of the IT service provider.

financial management for IT services

(ITIL Service Strategy) The function and processes responsible for managing an IT service provider's budgeting, accounting and charging requirements. Financial management for IT services secures an appropriate level of funding to design, develop and deliver services that meet the strategy of the organization in a cost-effective manner. See also enterprise financial management.

financial year

(ITIL Service Strategy) An accounting period covering 12 consecutive months. A financial year may start on any date (for example, 1 April to 31 March).

first-line support

(ITIL Service Operation) The first level in a hierarchy of support groups involved in the resolution of incidents. Each level contains more specialist skills, or has more time or other resources. See also escalation.

fishbone diagram

fit for purpose

(ITIL Service Strategy) The ability to meet an agreed level of utility. Fit for purpose is also used informally to describe a process, configuration item, IT service etc. that is capable of meeting its objectives or service levels. Being fit for purpose requires suitable design, implementation, control and maintenance.

fit for use

(ITIL Service Strategy) The ability to meet an agreed level of warranty. Being fit for use requires suitable design, implementation, control and maintenance.

fixed asset

(ITIL Service Transition) A tangible business asset that has a long-term useful life (for example, a building, a piece of land, a server or a software licence). See also service asset; configuration item.

fixed asset management

(ITIL Service Transition) The process responsible for tracking and reporting the value and ownership of fixed assets throughout their lifecycle. Fixed asset management maintains the asset register and is usually carried out by the overall business, rather than by the IT organization. Fixed asset management is sometimes called financial asset management and is not described in detail within the core ITIL publications.

fixed cost

(ITIL Service Strategy) A cost that does not vary with IT service usage – for example, the cost of server hardware. See also variable cost.

fixed facility

(ITIL Service Design) A permanent building, available for use when needed by an IT service continuity plan. See also portable facility; recovery option.

follow the sun

(ITIL Service Operation) A methodology for using service desks and support groups around the world to provide seamless 24/7 service. Calls, incidents, problems and service requests are passed between groups in different time zones.

fulfilment

Performing activities to meet a need or requirement – for example, by providing a new IT service, or meeting a service request.

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. The term 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, while the function of a business process may be to despatch goods to customers.
  • To perform the intended purpose correctly, as in 'The computer is functioning.'

functional escalation

(ITIL Service Operation) Transferring an incident, problem or change to a technical team with a higher level of expertise to assist in an escalation.


Copyright © AXELOS Limited 2012. All rights reserved. Material is reproduced with the permission of AXELOS