ITIL Glossary
From IT Process Wiki
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On the following page you will find definitions for the most important ITIL V3 and V2 Glossary Terms in alphabetical order.
You are able to navigate the ITIL Glossary: Related contents of this ITIL Wiki, like ITIL process descriptions and role definitions can be reached via links.
Remark: Source (partially): ITIL Glossaries/ Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.
The complete ITIL Glossary compiled by the OGC is available for download from the Internet.
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| A | B | C | D | E | F | G | H | I | J | K | L | M |
| N | O | P | Q | R | S | T | U | V | W | X | Y | Z |
[edit] 1-9
[edit] 1st Level Support
- see Roles within ITIL, 1st Level Support
[edit] 2nd Level Support
- see Roles within ITIL, 2nd Level Support
[edit] 3rd Level Support
- see Roles within ITIL, 3rd Level Support
[edit] A
[edit] Access Management
- see ITIL Processes, Access Management - ITIL V3
[edit] Access Rights
- A set of data defining what services a user is allowed to access.
- This definition is achieved by assigning the user, identified by his User Identity, to one or more User Roles.
[edit] Application Development and Customization
- see ITIL Processes, Application Development and Customization - ITIL V3
[edit] Application Developer
- see Roles within ITIL, Application Developer - ITIL V3
[edit] Application Manager
- see Roles within ITIL, Application Manager
[edit] Applications Analyst/ Architect
see Roles within ITIL, Applications Analyst/ Architect - ITIL V3
[edit] Availability Design Guidelines
- The Availability Design Guidelines define from a technical point of view how the required availability levels can be achieved, including specific instructions for application development and for externally sourced infrastructure components.
[edit] Availability Guidelines for the Service Desk
- Rules produced by Availability Management on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents.
[edit] Availability Improvement Plan
- A Plan to ensure that existing and future Availability requirements for IT Services can be fulfilled cost-effectively.
- It embraces a description of the current situation, improvement measures and planned new guidelines.
[edit] Availability/ ITSCM/ Security Testing Schedule
- A schedule for the regular testing of all availability, continuity and security mechanisms, jointly maintained by Availability, IT Service Continuity and IT Security Management.
[edit] Availability Management
- see ITIL Processes,
[edit] Availability Management Information System
- A virtual repository of all Availability Management data, usually stored in multiple physical locations.
[edit] Availability Manager
- see Roles within ITIL, Availability Manager
[edit] Availability Plan
- The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability.
[edit] Availability Report
- The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.
[edit] B
[edit] Baseline
- An ITSM can be used as a starting point to measure the effectiveness of a Service Improvement Plan
- A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service
- A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or Release fails.
[edit] Budget Allocation
- A budget allocated by the Financial Manager to implement a Change. Budget Allocations are issued in response to Budget Requests originating from any Service Management process in conjunction with Requests for Change.
[edit] Business Planning Data
- A forecast of future business activity, for example planned increases in transaction volumes.
- Business Planning Data are an important input for the Service Strategy and Service Design processes.
[edit] Budget Request
- A request for a budget, typically issued from any of the Service Management processes at the same time when compiling a Request for Change.
- An approved Budget Request means that the required financial resources for implementing a Change are approved by Financial Management.
[edit] Business Continuity Strategy
- An outline of the approach to ensure the continuity of Vital Business Functions in the case of disaster events.
- The Business Continuity Strategy is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy.
[edit] Business Impact and Risk Analysis
- The Business Impact Analysis (BIA) identifies Vital Business Functions (VBFs) and their dependencies.
- These dependencies may include suppliers, people, other business processes, services etc..
- The Risk Analysis identifies threats and vulnerabilities to business assets, and indicates how vulnerable each asset is to those threats.
[edit] Business Strategy
- A systematic long-term plan of action designed to achieve particular business goals.
[edit] C
[edit] Capacity Management
- see ITIL Processes,
[edit] Capacity Management Information System
- A virtual repository of all Capacity Management data, usually stored in multiple physical locations.
[edit] Capacity Manager
- see Roles within ITIL, Capacity Manager
[edit] Capacity Plan
- A Capacity Plan is used to manage the resources required to deliver IT services.
- The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets.
[edit] Capacity Report
- The Capacity Report provides other Service Management processes and IT Management with information related to service and resource utilization and performance.
[edit] Change Advisory Board (CAB)
- see Roles within ITIL, Change Advisory Board (CAB)
[edit] Change Authorization Hierarchy
- The Change Authorization Hierarchy defines who is to assess a proposed Change, depending on the Change’s level of risk.
[edit] Change Management
- see ITIL Processes,
[edit] Change Manager
- see Roles within ITIL, Change Manager
[edit] Change Model
- Change Models describe procedures for the handling of recurring Changes.
- Typically, a Change Model is provided by the Change Manager for each Standard Change (low-risk, pre-authorized Change)
[edit] Change Owner
- see Roles within ITIL, Change Owner - ITIL V3
[edit] Change Record
The Change Record contains all the details of a Change, documenting the lifecycle of a single Change, where a Change is defined as the addition, changing or removal of any object with an influence upon the IT services.
[edit] Change Request to CMS Structure
- A request from a Service Management process to change the CMS structure.
- This request is sent to Configuration Management if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data.
[edit] Change Request to IT Architecture
- A request to change or extend the IT Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing application, infrastructure and information/ data architectures.
[edit] Change Request to Process Architecture
- A request to change or extend the Process Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing process framework.
[edit] Change Schedule
- A Document that lists all approved Changes and their planned implementation dates.
- A Change Schedule is sometimes called a Forward Schedule of Changes (FSC).
[edit] CI Status Monitoring Report
- A report from Configuration Management covering the lifecycle of each Configuration Item, stating important CI status changes like addition, removal, responsibility change, or Downtimes (especially important for Availability Management).
[edit] Client (Contract Partner)
- see Roles within ITIL, Client (Contract Partner)
[edit] CMS/ CMDB
- The Configuration Management System (CMS) is a coherent logical model of the IT organization’s infrastructure, typically made up of several Configuration Management Databases (CMDBs) as physical sub-systems.
- It is used to store information on all Configuration Items (CIs) under the control of Configuration Management.
- see also: ITIL Checklist CMS - CMDB
[edit] CMS Change Policy
- A set of rules defining who is authorized to modify the structure and contents of the CMS.
[edit] Complaints Log
- The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
[edit] Compliance Management
- see ITIL Processes, Compliance Management - ITIL V3
[edit] Compliance Manager
- see Roles within ITIL, Compliance Manager - ITIL V3
[edit] Compliance Register
- The Compliance Register is a tool used by the Compliance Management process to keep an overview of all compliance requirements and the measures applied to ensure their enforcement.
[edit] Compliance Review
- The Compliance Review documents the results of regular process and system compliance assessments.
- In particular, it contains any identified deviations from compliance requirements, as well as measures to correct the situation.
[edit] Config Management Database (CMDB)
- A Database used to manage Configuration Records throughout their Lifecycle.
- The CMDB records the attributes of each CI, and relationships with other CIs.
- A CMDB may also contain other information refering to CIs, for example Incident, Problem and Change Records.
- The CMDB is maintained by Configuration Management and is used by all IT Service Management Processes.
- see also: ITIL Checklist CMS - CMDB
[edit] Configuration Audit Protocol
- A report summarizing the results of a CMS audit, highlighting revealed differences between CMS records and actually installed CIs.
[edit] Configuration Management
- see ITIL Processes,
[edit] Configuration Manager
- see Roles within ITIL, Configuration Manager
[edit] Continual Service Improvement
- see ITIL Processes, Continual Service Improvement - ITIL V3
[edit] Cost Data for Service Provisioning
- The cost for providing a service, calculated by Financial Management as a basis for calculating the price a customer is expected to pay for a service.
[edit] CSI Metric (KPI)
- Metrics (Key Performance Indicators – KPIs) define what is to be measured and reported to help manage a process or service.
- KPIs are usually confined to specific subject areas (e.g. Mean Time To Repair – MTTR is confined to Availability Management).
[edit] Customer
- see Roles within ITIL, Customer
[edit] Customer Portfolio
- The Customer Portfolio represents a complete list of the customers served by a service provider; the list includes present customers as well as prospects and customer segments targeted in the future.
[edit] Customer Survey Evaluation
- The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
[edit] Customer Survey Response
- The response to a service provider's customer survey, typically a completed questionnaire.
[edit] D
[edit] Data for Project Plan Update
- Actual data related to project progress and resource consumption.
- This information is sent from Release Management to Project Management as input for Project Controlling and Reporting.
[edit] Definitive Media Library (DML)
- One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.
- The DML may also contain associated CIs such as licenses and documentation.
- The DML is a single logical storage area even if there are multiple locations.
- All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System.
- Only software from the DML is acceptable for use in a Release.
[edit] Definitive Software Library (DSL)
- One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.
- The DSL may also contain associated CIs such as licenses and documentation.
- The DSL is a single logical storage area even if there are multiple locations.
- All software in the DSL is under the control of Change and Release Management and is recorded in the CMDB.
- Only software from the DSL is acceptable for use in a Release.
- see Definitive Media Library (DML) - ITIL V3
[edit] Development/ Installation QA Documentation
- A documentation of tests and quality assurance measures applied during the development or installation of applications, systems and other infrastructure components (e.g. component tests, code walk-throughs, ...).
- A complete Development/ Installation QA Documentation testifies that the required QA measures were applied prior to handing a Release component over to Release Management.
[edit] Development Work Order
- A Work Order for the development or customization of an application or system, typically issued from Release Management.
[edit] Disaster Invocation Guideline
- A document produced by IT Service Continuity Management with detailed instructions on when and how to invoke the procedure for fighting a disaster.
- Most importantly, the guideline defines the first steps to be taken by the Service Desk after learning that a (suspected) disaster has occurred.
[edit] E
[edit] Emergency Change Advisory Board (ECAB)
- see Roles within ITIL, Emergency Change Advisory Board (ECAB)
[edit] Emergency Committee (EC)
- see Roles within ITIL,
[edit] End-User Documentation
- A document for end-users, describing how to use an application or system.
[edit] Enterprise Policies and Regulations
- A set of binding enterprise policies and regulations which are an important input for the IT Compliance Management process.
[edit] Event Categories and Correlation Rules
- Rules and criteria used to decide upon an appropriate response to an Event.
- Categorization and Correlation Rules are typically used by Event Monitoring systems.
[edit] Event Management
- see ITIL Processes, Event Management - ITIL V3
[edit] Event Record
- A change of state which has significance for the management of a Configuration Item or service.
- The term Event is also used to mean an alert or notification created by any IT service, Configuration Item or monitoring tool.
- Events typically require IT operations personnel to take actions, and often lead to Incidents being logged.
[edit] Event Trends and Patterns
- Any trends and patterns identified during analysis of significant Events, which suggest that improvements to the infrastructure are needed.
[edit] F
[edit] Financial Analysis
- The Financial Analysis is an important input to the Portfolio Management process.
- It contains information on the costs for providing services and provides insight into the profitability of services and customers.
- see also: ITIL Checklist Financial Analysis
[edit] Financial Data Categories
- Various categories are used to structure financial data, as a means to gain insight into the underlying costs of service provisioning and service profitability.
[edit] Financial Management
- see ITIL Processes,
[edit] Financial Manager
- see Roles within ITIL, Financial Manager
[edit] Forward Schedule of Changes (FSC)
- A Document that lists all approved Changes and their planned implementation dates.
- A Forward Schedule of Changes is sometimes also known as a Change Schedule.
[edit] G
[edit] H
[edit] I
[edit] Incident Escalation Rules
- A set of rules defining a hierarchy for escalating Incidents, and triggers which lead to escalations. Triggers are usually based on Incident severity and resolution times.
[edit] Incident Management Report
- A series of reports produced by the Incident Manager for various target groups (IT Management, Service Level Management, other Service Management processes, or Incident Management itself).
- Depending on the target group, the Report will focus upon process quality, volume of enquiries, service quality, itemization of Incidents by category, ...
[edit] Incident Management
- see ITIL Processes,
[edit] Incident Management Report
- A report supplying Incident-related information to the other Service Management processes.
[edit] Incident Manager
- see Roles within ITIL, Incident Manager
[edit] Incident Model
- An Incident Model contains the pre-defined steps that should be taken for dealing with a particular type of Incident.
- This is a way to ensure that routinely occurring Incidents are handled efficiently and effectively.
[edit] Incident Record
- A set of data with all details of an Incident, documenting the history of the Incident from registration to resolution.
- An Incident is defined as an unplanned interruption or reduction in quality of an IT service.
- Every event that could potentially impair an IT service in the future is also an Incident (e.g. the failure of one hard-drive of a set of mirrored drives).
- see also: ITIL Checklist Incident Record
[edit] Incident Status Information
- A message containing the present status of an Incident, usually sent to a user who earlier reported that Incident.
[edit] Incident Status Inquiry
- An inquiry regarding the present status of an Incident, usually from a user who earlier reported that Incident.
[edit] Index of Disaster-Relevant Information
- A catalogue of all information that is relevant in the event of disasters. This document is maintained and circulated by IT Service Continuity Management to all members of IT staff with responsibilities for fighting disasters.
[edit] Indirect Cost Allocation Table
- A table used to allocate indirect costs that are shared among multiple services, defining the rules how those costs are spread among the services.
[edit] Installation Work Order
- A Work Order for the installation of an application, system or infrastructure component, typically issued from Release Management.
[edit] Invoice
- The invoice for the delivery of a service or product.
[edit] IT Architecture
- A request to change or extend the IT Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing application, infrastructure and information/ data architectures.
[edit] IT Architecture Management
- see ITIL Processes, IT Architecture Management - ITIL V3
[edit] IT Architect
see Roles within ITIL, IT Architect - ITIL V3
[edit] IT Budget
- The IT Budget is an annual financial plan that provides a forecast of expected expenditures and allocates financial resources to the various service management processes and organizational units within the IT organization.
[edit] ITC Infrastructure Manager
- see Roles within ITIL, ITC Infrastructure Manager
[edit] IT Facilities Management
- see ITIL Processes, IT Facilities Management - ITIL V3
[edit] IT Facilities Manager
- see Roles within ITIL, IT Facilities Manager - ITIL V3
[edit] IT Operations Management
- see ITIL Processes, IT Operations Management - ITIL V3
[edit] IT Operations Manager
- see Roles within ITIL, IT Operations Manager - ITIL V3
[edit] IT Operator
- see Roles within ITIL, IT Operator - ITIL V3
[edit] IT Security Management
- see ITIL Processes, IT Security Management - ITIL V3
[edit] IT Security Manager
- see Roles within ITIL, IT Security Manager - ITIL V3
[edit] IT Security Policy
- IT Security Policies set binding rules for the use of services and systems with the aim of improving IT security.
[edit] IT Security Report
- The IT Security Report provides other Service Management processes and IT Management with information related to IT Security issues.
[edit] IT Security Strategy
- The IT Security Strategy contains an outline of the approach to ensure the security of IT services and systems.
- It includes a list of security-related risks and existing or planned Security Controls to address those risks.
[edit] IT Service Continuity Management
- see ITIL Processes,
[edit] IT Service Continuity Manager
- see Roles within ITIL, IT Service Continuity Manager
[edit] IT Service Continuity Plan
- A plan containing the steps required to recover one or more IT Services in the event of a desaster.
- The plan also defines the basic conditions under which it applies, as well as communication mechanisms.
- The IT Service Continuity Plan should be part of a desaster plan for the whole business.
[edit] IT Service Continuity Report
- The IT Service Continuity Report is created at regular intervals and provides other Service Management processes and IT Management with information related to disaster prevention.
[edit] IT Service Continuity Strategy
- The IT Service Continuity Strategy contains an outline of the approach to ensure the continuity of services in the case of disaster events.
- It includes a list of Vital Business Functions and applied risk reduction or recovery options.
- The IT Service Continuity Strategy should be based on a Business Continuity Strategy.
[edit] IT Service Management
- The processes within IT Service Management ensure that IT Services are provided in a focused, client-friendly and cost-optimised manner.
- With their help, IT Services are clearly defined, success can be measured with regards to the service provision, and targeted improvement measures can be introduced where necessary.
- IT Service Management according to ITIL Version 3 (ITIL V3) encompasses the following core disciplines:
[edit] IT Steering Group (ISG)
- see Roles within ITIL, IT Steering Group (ISG) - ITIL V3
[edit] J
[edit] K
[edit] Key Performance Indicator (KPI)
- A Metric that is used to help manage a process, service or activity.
- Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the process, service or activity.
- KPIs should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed.
[edit] Knowledge Management
- see ITIL Processes, Knowledge Management - ITIL V3
[edit] Knowledge Manager
- see Roles within ITIL, Knowledge Manager - ITIL V3
[edit] Known Error
- A problem that has a documented root cause and a workaround.
- Known Errors are created and managed throughout their lifecycle by Problem Management.
- Known Errors may also be identified by development or suppliers.
[edit] KPI Target Value
- The to-be value of a Key Performance Indicator (KPI).
- It is the responsibility of the Process Owners to manage and optimize processes so that KPI targets are achieved.
[edit] L
[edit] M
[edit] Maintenance Plan/ SOP
- A plan produced by Availability Management to define frequency and scope of preventative maintenance for service-critical applications and infrastructure components under control of Availability Management.
- Maintenance Plans are sometimes known as Standard Operating Procedures.
[edit] Major Incident Team
- see Roles within ITIL, Major Incident Team - ITIL V3
[edit] N
[edit] Notification of Service Failure
- The reporting of a service failure to the Service Desk, for example by a user via telephone or e-mail, or by a system monitoring tool.
[edit] O
[edit] Operational Documentation
- A document describing the procedures required to run and maintain an application or infrastructure component.
[edit] Operational Level Agreement (OLA)
- An agreement between an IT service provider and another part of the same organization.
- An OLA supports the IT service provider's delivery of services to customers.
- The OLA defines the goods or services to be provided and the responsibilities of both parties.
- For example there could be an OLA - between the IT service provider and a procurement department to obtain hardware in agreed times - between the Service Desk and a support group to provide Incident resolution in agreed times.
- see also: ITIL Checklist SLA - OLA - UC
[edit] P
[edit] Post Implementation Review (PIR)
- The Post Implementation Review takes place after a Change has been implemented.
- It determines if the Change and its implementation Project were successful, and identifies opportunities for improvement.
[edit] Pro-Active User Information
- A notification to users of existing or imminent service failures even if the users are not yet aware of the interruptions, so that users are in a position to prepare themselves for a period of service unavailability.
[edit] Problem Management
- see ITIL Processes,
[edit] Problem Management Report
- A report supplying Problem-related information to the other Service Management processes.
[edit] Problem Manager
- see Roles within ITIL, Problem Manager
[edit] Problem Record
- The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution.
- see also: ITIL Checklist Problem Record
[edit] Process and Asset Valuation
- An estimate of the value a process or other asset represents for the business.
- This value is an important input for Risk Analysis.
[edit] Process Architecture
- An overview of all processes and process interfaces, used as a tool to make sure that all processes within an organization cooperate in a seamless way.
[edit] Process Design
- The description of a process including its in- and outputs, activities, and responsibilities.
- Process Designs are under the control of Process Management.
[edit] Process Evaluation Report
- The results from a Process Maturity Assessment, Benchmarking, Audit, or Process Review, including identified shortcomings and areas which must be addressed by improvement initiatives.
[edit] Project Charter
- The Project Charter is a statement of the scope, objectives and participants in a project.
- It outlines the project objectives, identifies the main stakeholders, defines the authority of the project manager and the resources at his disposal, and lists any constraints and assumptions affecting the project.
[edit] Projected Service Availability (PSA)
- A Document that identifies the effect of planned Changes on agreed Service Levels, based on the Forward Schedule of Change (FSC).
[edit] Projected Service Outage (PSO)
- The Projected Service Outage (PSO) document lists any expected deviations from the service availability agreed in SLAs.
[edit] Project History Log
- A document recording important events during the course of the project, e.g. decisions, escalations and changes to the project scope.
[edit] Project Management (Transition Planning and Support)
- see ITIL Processes, Project Management (Transition Planning and Support) - ITIL V3
[edit] Project Manager
- see Roles within ITIL, Project Manager - ITIL V3
[edit] Project Plan
- A formal, approved document showing the major deliverables, milestones, activities and resources for a project, used to guide both project execution and project control.
[edit] Purchase Order
- An order for purchasing items from a supplier.
- If the order is for an externally supplied Supporting Service it is accompanied by an Underpinning Contract defining service level targets.
[edit] Purchase Request
- A request to purchase a service or a product from an external supplier, issued for example from Release Management during Service Build.
- Processing of a Purchase Request will generally proceed only if the requester also holds an approved budget for the purchase.
[edit] Q
[edit] R
[edit] Recovery Plan
- Recovery Plans are created mainly by Availability and IT Service Continuity Management.
- The plans contain detailed instructions for returning services to a working state.
[edit] RFC Template
- A template to be used when formally requesting a Change.
- An RFC includes details of the proposed Change, and may be recorded on paper or electronically.
[edit] Release and Deployment Management
- see ITIL Processes,
[edit] Release Management
- see ITIL Processes,
[edit] Release Manager
- see Roles within ITIL, Release Manager
[edit] Release Plan
- A Document that embraces all Releases in line for rollout and their planned implementation dates.
- A Release is defined as a collection of hardware, software, documentation, processes or other components required to implement one or more approved Changes to IT Services. The contents of each Release are managed and tested as a unit, and deployed as a single entity.
[edit] Release Policy
- A set of rules for deploying releases into the live operational environment, defining different approaches for releases depending on their urgency and impact.
[edit] Release Record
- A Release Record contains all details of a Release, documenting the history of the Release from the first planning stages to closure.
[edit] Request for Access Rights
- A request to grant, change or revoke the right to use a particular service or access certain assets.
[edit] Request for Change (RFC)
- A formal request for a Change to be implemented.
- An RFC includes details of the proposed Change, and may be recorded on paper or electronically.
- The term RFC is often misused to mean a Change Record, or the Change in itself.
- see also: ITIL Checklist Checklist Request for Change - RFC
[edit] Request Fulfilment
- see ITIL Processes, Request Fulfilment - ITIL V3
[edit] Required Modifications to Service Catalogue
- A request from a Service Management process to change the Service Catalogue.
- This request is sent to Service Catalogue Management if new services or service attributes must be recorded.
[edit] Required Modifications to UCs
- A request from a Service Management process to change an Underpinning Contract.
- This request is most often sent from Service Level Management to Supplier Management if a new service requires a new or modified external Supporting Service.
[edit] Risk Management
- see ITIL Processes, Risk Management - ITIL V3
[edit] Risk Manager
- see Roles within ITIL, Risk Manager - ITIL V3
[edit] Risk Register
- The Risk Register is a tool used by the Risk Management process to keep an overview of identified risks and corresponding counter measures.
- The Risk Register is sometimes referred to as the Risk Log.
[edit] S
[edit] Security Advisories
- A list of known security vulnerabilities compiled from input by third-party product suppliers.
- The list contains instructions for preventive measures and for the handling of security breaches once they occur.
[edit] Security Alert
- A warning produced by IT Security Management, typically released when outbreaks of security threats are foreseeable or already under way.
- The aim is to make sure that users and IT staff are able to identify any attacks and take appropriate precautions.
[edit] Security Management Information System
- A virtual repository of all IT Security Management data, usually stored in multiple physical locations.
[edit] Service Acceptance Criteria (SAC)
- A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.
[edit] Service Asset and Configuration Management
- see ITIL Processes, Service Asset and Configuration Management - ITIL V3
[edit] Service Catalogue
- A database or structured document with information about all live services, including those available for deployment.
- The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services.
- The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.
[edit] Service Catalogue Management
- see ITIL Processes, Service Catalogue Management - ITIL V3
[edit] Service Catalogue Manager
- see Roles within ITIL, Service Catalogue Manager
[edit] Service Delivery
- see ITIL Processes, Service Delivery - ITIL V2
[edit] Service Design
- see ITIL Processes, Service Design - ITIL V3
[edit] Service Design Manager
see Roles within ITIL, Service Design Manager
[edit] Service Design Package (SDP)
- The Service Design Package builds upon the Service Level Requirements.
- It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view.
- see also: ITIL Checklist Service Design Package - SDP
[edit] Service Design Validation Report
- A report summarizing the results of the Service Design Validation testing activities, documenting that the Service Design Package correctly matches the Service Requirements.
[edit] Service Desk
- see ITIL Processes,
[edit] Service Evaluation Report
- A document containing the results and findings from a Service Review.
- This protocol is an important input for the definition of improvement initiatives.
- see also: ITIL Checklist Service Evaluation Report
[edit] Service Improvement Plan (SIP)
- A formal plan to implement improvements to IT processes or services. The SIP is used to manage and log measures initiated from Continual Service Improvement.
- see also: ITIL Checklist Service Improvement Plan - SIP
[edit] Service Improvement Program (SIP)
- A formal Plan to provide guidelines as to when and in which form improvements to a Process or IT Service are to be implemented.
- An SIP is maintained within the framework of a continuous optimisation process.
- see: ITIL V3 - Service Improvement Plan
[edit] Service Knowledge Management System (SKMS)
- The Service Knowledge Management System is the central repository of the IT organization’s data, information and knowledge.
- It extends the concept of the infrastructure-focused Configuration Management System to include further information on services, capabilities, and initiatives.
[edit] Service Level Agreement (SLA)
- An agreement between an IT service provider and a customer.
- The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
- A single SLA may cover multiple services or multiple customers.
- see also: ITIL Checklist SLA - OLA - UC
[edit] Service Level Management
- see ITIL Processes,
[edit] Service Level Manager
- see Roles within ITIL, Service Level Manager
[edit] Service Level Report
- The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality.
- To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events.
- A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes.
- A similar report is also created by an external service supplier to document its achieved service performance.
[edit] Service Level Requirements (SLR)
- The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers.
[edit] Service Operation
- see ITIL Processes, Service Operation - ITIL V3
[edit] Service Owner
see Roles within ITIL, Service Owner
[edit] Service Portfolio
- The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not.
- It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement.
- It also includes third-party services which are an integral part of service offerings to customers.
- The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services.
- see also: ITIL Checklist Service Portfolio
[edit] Service Portfolio Management
- see ITIL Processes, Service Portfolio Management - ITIL V3
[edit] Service Portfolio Manager
- see Roles within ITIL, Service Portfolio Manager - ITIL V3
[edit] Service Quality Plan (SQP)
- A document containing all management information on the measurement of Service Quality and the contributions made to the IT Services by internal and external Suppliers, upon the basis of KPIs.
[edit] Service Request
- A request from a user for information, or advice, or for a standard change or for access to an IT service.
- For example to reset a password, or to provide standard IT services for a new user.
- Service Requests are usually handled by a service desk or a request fulfilment group, and do not require an RFC to be submitted.
[edit] Service Request Fulfilment Group
- see Roles within ITIL, Service Request Fulfilment Group - ITIL V3
[edit] Service Request Status Information
- A message containing the present status of a Service Request, usually sent to a user who earlier requested a service.
[edit] Service Requirements
- The desired outcome of a service, stated in terms of required service functionality and service levels.
[edit] Service Review Protocol
- A document containing the results and findings from a Service Level Review.
[edit] Service Specification Sheet
- The Service Specification Sheets lays out in detail how the customer requirements can be fulfilled from the viewpoint of the IT Organisation.
- In particular, it references the internal IT Service components used to build the new or changed Service required by the customer (i.e. the necessary services provided from within the IT Organisation or from external Service Suppliers).
- This document may also list further consequences related to the provision of the IT Service, such as required resources and skills.
[edit] Service Strategy
- A systematic long-term plan of action, designed by the IT Service Organization to achieve defined objectives.
- see ITIL Processes, Service Strategy - ITIL V3
[edit] Service Strategy Plan
- A plan for implementing the Service Strategy, containing specific objectives, activities and responsibilities.
[edit] Service Support
- see ITIL Processes, Service Support - ITIL V2
[edit] Service Transition
- see ITIL Processes, Service Transition - ITIL V3
[edit] Service Transition Report
- The Service Transition Report is an overall summary of all planned or ongoing Service Transition projects for deploying major Releases, listing key project data like milestones and current project status.
[edit] Service Validation and Testing
- see ITIL Processes, Service Validation and Testing - ITIL V3
[edit] SLA/ OLA/ UC Catalogue and Structure
- A structured index of Service Level Agreements, Operational Level Agreement and Underpinning Contracts.
- Depending on the approach for structuring the agreements there might be multiple layers of agreements, from generic ones covering general SLM issues to specific ones for particular services/ service components and customers.
[edit] SLM Document Templates
- Templates for the various documents used within Service Level Management, e.g. Service Level Requirements, Service Level Agreements, Operational Level Agreements, Underpinning Contracts, Service Acceptance Criteria, ...
[edit] Standard Terms and Conditions
- A set of terms and conditions which are routinely attached to contracts and orders when procuring services or products.
[edit] Strategic Service Assessment
- The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses and strengths prior to developing a Service Strategy.
[edit] Suggested Changes to SLAs, OLAs and UCs
- Suggestions for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process.
- Suggestions to improve services may originate from anywhere within or outside of the IT organization.
[edit] Suggested Known Error
- A suggestion to create a new entry in the Known Error Database, for example raised by the Service Desk or by Release Management.
- Known Errors are managed throughout their lifecycle by Problem Management.
[edit] Suggested Problem
- A notification about a suspected Problem, handed over to Problem Management for further investigation.
[edit] Suggested Process Improvement
- Suggestions for improving Service Management processes, handed over to the Continual Service Improvement process.
- Suggestions for process improvements may originate from anywhere within the IT organization.
[edit] Suggested Workaround
- A suggestion to enter a new Workaround in the Known Error Database, for example raised by the Service Desk or by Release Management. Workarounds are managed throughout their lifecycle by Problem Management.
[edit] Suggestions and Complaints
- Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.
[edit] Suggestion to Influence Service Demand
- A suggestion to influence demand for service capacity, usually sent from the Capacity Manager to Demand Management.
[edit] Supplier and Contract Database (SCD)
- A database or structured document used to manage supplier contracts throughout their lifecycle.
- The SCD contains key attributes of all contracts and suppliers, and should be part of the Service Knowledge Management System.
[edit] Supplier and Contract Review
- The Supplier and Contract Review documents achieved vs. agreed supplier performance.
- It also contains any identified supplier weaknesses and problems, as well as suggestions on how the situation could be improved.
[edit] Supplier Evaluation
- The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier.
[edit] Supplier Management
- see ITIL Processes, Supplier Management - ITIL V3
[edit] Supplier Manager
- see Roles within ITIL, Supplier Manager
[edit] Supplier Strategy
- The Supplier Strategy sets guidelines for the procurement of services and goods.
- It typically includes criteria for the selection of suitable suppliers and a list of preferred suppliers.
[edit] Support Knowledge Base
- A Database containing information about Incidents, Problems and Known Errors.
- The Knowledge Base is used to match new Incidents with historical information, with the objective of improving resolution times and First Time Fix Rates.