ITIL Glossary/ ITIL Terms K

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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]

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1 ... 9
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ITIL Terms starting with K


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

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

 

 

Definitions

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.

Knowledge Management

Knowledge Manager

  • → Roles within ITIL, Knowledge Manager
  • The Knowledge Manager ensures that the IT organization is able to gather, analyze, store and share knowledge and information.
  • His primary goal is to improve efficiency by reducing the need to rediscover knowledge.

Known Error

  • A Known Error is a problem that has a documented root cause and a Workaround.
  • Known Errors are managed throughout their lifecycle by the Problem Management process.
  • The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB).
  • As a rule, Known Errors are identified by Problem Management, but Known Errors may also be suggested by other Service Management disciplines, e.g. Incident Management, or by suppliers.
  • → ITIL processes, ITIL Service Operation > Problem Management

Known Error Database

  • The Known Error Database (KEDB) is created by Problem Management and used by Incident and Problem Management to manage all Known Error Records.
  • → ITIL processes, ITIL Service Operation > Problem Management

KPI Target Value

 

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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.