ITIL Glossary/ ITIL Terms 1-9

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ITIL Glossary V3 2011
ITIL Glossary:

All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM)
ITIL Glossary Terms

The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[1]

Look up all terms or browse alphabetically:

1 ... 9
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

 

 

ITIL Terms starting with 1-9


For quick access, all ITIL terms and definitions starting with "1-9" are listed below.

Please click on one of the terms to see its definition.

 

 

Definitions

1st Level Correlation

1st Level Support

  • → Roles within ITIL, 1st Level Support
  • The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.
  • If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support).
  • 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.

2nd Level Correlation

2nd Level Support

  • → Roles within ITIL, 2nd Level Support
  • 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
  • If necessary, it will request external support, e.g. from software or hardware manufacturers.
  • The aim is to restore a failed IT Service as quickly as possible.
  • If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.

3rd Level Support

  • → Roles within ITIL, 3rd Level Support
  • 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers).
  • Its services are requested by 2nd Level Support if required for solving an Incident.
  • The aim is to restore a failed IT Service as quickly as possible.

7-Step Improvement Guideline

 

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Notes

[1] ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Source (partially): ITIL Glossaries/ Acronyms © Crown copyright. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. — The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.