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
S - Sarbanes-Oxley (SOX) to system management
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.
second-line support
(
ITIL Service Operation) The second level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems. Each level contains more specialist skills, or has more time or other
resources.
security management information system (SMIS)
separation of concerns (SoC)
An approach to designing a solution or
IT service that divides the problem into pieces that can be solved independently. This approach separates what is to be done from how it is to be done.
server
(
ITIL Service Operation) A computer that is connected to a network and provides software functions that are used by other computers.
service
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific
costs and risks. The term 'service' is sometimes used as a synonym for core service,
IT service or
service package. See also
utility;
warranty.
service acceptance criteria (SAC)
service asset
Any
resource or capability of a service provider. See also asset.
service asset and configuration management (SACM)
(
ITIL Service Transition) The process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the
relationships between assets. See also
configuration management system.
service capacity management (SCM)
service catalogue management
service change
See change.
service charter
(
ITIL Service Design) (
ITIL Service Strategy) A document that contains details of a new or changed service. New service introductions and significant service changes are documented in a charter and authorized by service portfolio management. Service charters are passed to the
service design lifecycle stage where a new or modified service design package will be created. The term charter is also used to describe the act of authorizing the work required by each stage of the service lifecycle with respect to the new or changed service. See also
change proposal;
service portfolio;
service catalogue.
service continuity management
service culture
A customer-oriented culture. The major objectives of a service culture are customer satisfaction and helping customers to achieve their business objectives.
service design package (SDP)
service desk
(
ITIL 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 failure analysis (SFA)
(
ITIL Service Design) A technique that identifies underlying causes of one or more
IT service interruptions. Service failure analysis identifies opportunities to improve the IT service provider's processes and tools, and not just the IT infrastructure. It is a time-constrained, project-like
activity, rather than an ongoing process of analysis.
service hours
(
ITIL Service Design) An agreed time period when a particular IT service should be available. For example, 'Monday–Friday 08:00 to 17:00 except public holidays'. Service hours should be defined in a
service level agreement.
service improvement plan (SIP)
service knowledge management system (SKMS)
(
ITIL Service Transition) A set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the
configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analysing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of
IT services. See also
knowledge management.
service level
Measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target.
service level agreement (SLA)
service level management (SLM)
(
ITIL Service Design) The process responsible for negotiating achievable
service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes,
operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on
service levels, holds regular service reviews with customers, and identifies required improvements.
service level package (SLP)
service level requirement (SLR)
service 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 lifecycle approach considers the strategy, design, transition, operation and continual improvement of
IT services. Also known as service management lifecycle.
service maintenance objective (SMO)
service management
A set of specialized organizational capabilities for providing value to customers in the form of services.
service management lifecycle
service manager
A generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for
IT services overall.
service operation
(
ITIL Service Operation) A stage in the lifecycle of a service. Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfilment, problem management, and
access management. Service operation also includes the following functions:
service desk, technical management, IT operations management, and
application management. Although these processes and functions are associated with service operation, most processes and functions have activities that take place across multiple stages of the service lifecycle. See also
operation.
service pipeline
(
ITIL Service Strategy) A database or structured document listing all
IT services that are under consideration or development, but are not yet available to customers. The service pipeline provides a business view of possible future
IT services and is part of the
service portfolio that is not normally published to customers.
service portfolio
(
ITIL Service Strategy) The complete set of services that is 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 also
customer agreement portfolio; service portfolio management.
service portfolio management (SPM)
(
ITIL Service Strategy) The process responsible for managing the
service portfolio. Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management considers services in terms of the business value that they provide.
service provider interface (SPI)
(
ITIL Service Strategy) An interface between the IT service provider and a
user, customer, business process or supplier. Analysis of service provider interfaces helps to coordinate end-to-end management of
IT services.
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 install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the
service desk.
Service requests may be linked to a request for change as part of fulfilling the request.
service validation and testing
seven-step improvement process
(
ITIL Continual Service Improvement) The process responsible for defining and managing the steps needed to identify, define, gather, process, analyse, present and implement improvements. The performance of the IT service provider is continually measured by this process and improvements are made to processes,
IT services and IT infrastructure in order to increase efficiency, effectiveness and
cost effectiveness.
Opportunities for improvement are recorded and managed in the CSI register.
shift
(
ITIL Service Operation) A group or team of people who carry out a specific role for a fixed period of time. For example, there could be four shifts of IT operations control personnel to support an
IT service that is used 24 hours a day.
single point of contact
(
ITIL Service Operation) Providing a single consistent way to communicate with an organization or business unit. For example, a single point of contact for an IT service provider is usually called a
service desk.
single point of failure (SPOF)
(
ITIL Service Design
) Any
configuration item that can cause an incident when it fails, and for which a countermeasure has not been implemented. A single point of failure may be a person or a step in a process or
activity, as well as a component of the IT infrastructure. See also
failure.
software asset management (SAM)
(
ITIL Service Transition) The process responsible for tracking and reporting the use and ownership of software assets throughout their lifecycle. Software asset management is part of an overall
service asset and configuration management process. This process is not described in detail within the core
ITIL publications.
specification
A formal definition of requirements. A specification may be used to define technical or operational requirements, and may be internal or external. Many public standards consist of a code of practice and a specification. The specification defines the standard against which an organization can be audited.
standard
A mandatory requirement. Examples include ISO/IEC 20000 (an international standard), an internal security standard for Unix configuration, or a government standard for how financial records should be maintained. The term is also used to refer to a code of practice or specification published by a standards organization such as ISO or BSI. See also
guideline.
standard change
(
ITIL Service Transition) A pre-authorized change that is low
risk, relatively common and follows a procedure or
work instruction – for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request. See also
change model.
standard operating procedures (SOP)
standby
(
ITIL Service Design) Used to refer to
resources that are not required to deliver the live
IT services, but are available to support IT service continuity plans. For example, a standby data centre may be maintained to support hot standby,
warm standby or cold standby arrangements.
statement of requirements (SOR)
status
The name of a required field in many types of record. It shows the current stage in the lifecycle of the associated
configuration item, incident, problem etc.
storage management
(
ITIL Service Operation) The process responsible for managing the storage and maintenance of data throughout its lifecycle.
strategic
(
ITIL 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.
strategic asset
(
ITIL Service Strategy) Any
asset that provides the basis for core competence, distinctive performance or sustainable competitive advantage, or which allows a business unit to participate in business opportunities. Part of service strategy is to identify how IT can be viewed as a strategic asset rather than an internal administrative function.
strategy management for IT services
(
ITIL Service Strategy) The process responsible for defining and maintaining an organization's perspective, position, plans and patterns with regard to its services and the management of those services. Once the strategy has been defined, strategy management for
IT services is also responsible for ensuring that it achieves its intended business outcomes.
super user
(
ITIL Service Operation) A
user who helps other users, and assists in communication with the
service desk or other parts of the IT service provider. Super users are often experts in the business processes supported by an
IT service and will provide support for minor incidents and training.
supplier and contract management information system (SCMIS)
SWOT analysis
(
ITIL Continual Service Improvement) A technique that reviews and analyses the internal strengths and weaknesses of an organization and the external opportunities and threats that it faces. SWOT stands for strengths, weaknesses, opportunities and threats.
system
A number of related things that work together to achieve an overall objective. For example:
- A computer system including hardware, software and applications
- A management system, including the framework of policy, processes, functions, standards, guidelines and tools that are planned and managed together – for example, a quality management system
- A database management system or operating system that includes many software modules which are designed to perform a set of related functions.
system management
The part of IT service management that focuses on the management of IT infrastructure rather than process.
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