ITIL Glossary/ ITIL Terms K

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

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

 

• Key Performance Indicator (KPI)
• Knowledge Management
• Knowledge Manager
• Known Error
• Known Error Database
• KPI Target Value

 

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

• → ITIL processes, ITIL Service Transition > 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

• 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.
• → ITIL processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

 

→ ITIL terms starting with "K"

→ Look up all ITIL terms

 

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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   and  Andrea Kempter , IT Process Maps.

ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with K