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
S - Sarbanes-Oxley (SOX) to system management
US law that regulates financial practice and corporate governance.
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 center.
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.
(ITIL Service Operation) A computer that is connected to a network and provides software functions that are used by other computers.
service acceptance criteria (SAC)
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)
(ITIL Continual Service Improvement) (ITIL Service Design) The sub-process of capacity management responsible for understanding the performance and capacity of IT services. Information on the resources used by each IT service and the pattern of usage over time are collected, recorded and analyzed for use in the capacity plan. See also business capacity management; component capacity management.
(ITIL Service Design) (ITIL Service Strategy) A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. See also customer agreement portfolio; service catalogue management.
service catalogue management
(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
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)
(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 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, analyzing 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.
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)
(ITIL Continual Service Improvement) (ITIL Service Design ) An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. See also operational level agreement.
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)
See service option.
service level requirement (SLR)
service level target
(ITIL Continual Service Improvement) (ITIL Service Design ) 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 is able to meet business objectives. They should be SMART, and are usually based on key performance indicators.
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)
A set of specialized organizational capabilities for providing value to customers in the form of services.
service management lifecycle
See service lifecycle.
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.
(ITIL Service Strategy) A model that shows how service assets interact with customer assets to create value. Service models describe the structure of a service (how the configuration items fit together) and the dynamics of the service (activities, flow of resources and interactions). A service model can be used as a template or blueprint for multiple services.
(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.
(ITIL Service Strategy) Two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes. A service package can consist of a combination of core services, enabling services and enhancing services. A service package provides a specific level of utility and warranty. Customers may be offered a choice of utility and warranty through one or more service options. See also IT service.
(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.
(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 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.
(ITIL Service Strategy) The strategy and approach for deciding whether to provide a service internally, to outsource it to an external service provider, or to combine the two approaches. Service sourcing also means the execution of this strategy. See also insourcing; internal service provider; outsourcing.
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, analyze, 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.
shared service unit
(ITIL Continual Service Improvement) (ITIL Service Design) A technique that creates a detailed model to predict the behaviour of an IT service or other configuration item. A simulation model is often created by using the actual configuration items that are being modelled with artificial workloads or transactions. They are used in capacity management when accurate results are important. A simulation model is sometimes called a performance benchmark. See also analytical modelling; modelling.
single point of contact
single point of failure (SPOF)
(ITIL Continual Service Improvement) A service level agreement monitoring chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically color-coded to show whether each agreed service level target has been met, missed or nearly missed during each of the previous 12 months.
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.
See service sourcing.
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.
A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholdersmay include customers, partners, employees, shareholders, owners etc. See also RACI.
Read more on Stakeholders and how to identify them.
Get a list of Stakeholders that you might have in a project or initiative.
Read more on Stakeholders and how to identify them.
Get a list of Stakeholders that you might have in a project or initiative.
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.
(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)
(ITIL Service Operation) Procedures used by IT operations management.
statement of requirements (SOR)
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.
(ITIL Service Operation) The process responsible for managing the storage and maintenance of data throughout its lifecycle.
(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.
(ITIL Service Strategy) A strategic plan designed to achieve defined objectives.
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.
(ITIL Service Design) (ITIL Service Strategy) 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. See also supply chain; underpinning contract.
supplier and contract management information system (SCMIS)
(ITIL Service Design) The process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments. See also supplier and contract management information system.
(ITIL Service Design) (ITIL Service Operation) The times or hours when support is available to the users. Typically these are the hours when the service desk is available. Support hours should be defined in a service level agreement, and may be different from service hours. For example, service hours may be 24 hours a day, but the support hours may be 07:00 to 19:00.
(ITIL Service Design) An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer-facing services (for example, a directory service or a backup service). Supporting services may also include IT services only used by the IT service provider. All live supporting services, including those available for deployment, are recorded in the service catalogue along with information about their relationships to customer-facing services and other CIs.
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.
The part of IT service management that focuses on the management of IT infrastructure rather than process.
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