ITIL Glossary/ ITIL Terms 1-9

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ITIL Glossary
ITIL Glossary:
All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)
ITIL Glossary Terms

This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[1]

View the full list or use the alphabetical index:

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 beginning with 1-9

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

 

 

Notes

[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.

[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.

By:  Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.

ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with 1-9

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