ITIL Glossary/ ITIL Terms K

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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 indes:

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 K


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

 

 


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 K