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{|
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| style="border-bottom:1px solid grey" |<strong>ITIL Glossary Terms</strong>
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The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the '''IT Infrastructure Library ITIL&reg;''' (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[[ITIL Glossary#ITIL|['''1''']]]

[[ITIL Glossary#All ITIL Terms|Look up all terms]] or browse alphabetically:

{|
| [[ITIL_Glossary/_ITIL_Terms_1-9|'''1 ... 9''']]
|}
{|
| [[ITIL_Glossary/_ITIL_Terms_A|'''A''']] |||| [[ITIL_Glossary/_ITIL_Terms_B|'''B''']] |||| [[ITIL_Glossary/_ITIL_Terms_C|'''C''']] |||| [[ITIL_Glossary/_ITIL_Terms_D|'''D''']] |||| [[ITIL_Glossary/_ITIL_Terms_E|'''E''']] |||| [[ITIL_Glossary/_ITIL_Terms_F|'''F''']] |||| '''G''' |||| '''H''' |||| [[ITIL_Glossary/_ITIL_Terms_I|'''I''']] |||| '''J''' |||| [[ITIL_Glossary/_ITIL_Terms_K|'''K''']] |||| '''L''' |||| [[ITIL_Glossary/_ITIL_Terms_M|'''M''']]
|- 
| [[ITIL_Glossary/_ITIL_Terms_N|'''N''']] |||| [[ITIL_Glossary/_ITIL_Terms_O|'''O''']] |||| [[ITIL_Glossary/_ITIL_Terms_P|'''P''']] |||| '''Q''' |||| [[ITIL_Glossary/_ITIL_Terms_R|'''R''']] |||| [[ITIL_Glossary/_ITIL_Terms_S|'''S''']] |||| [[ITIL_Glossary/_ITIL_Terms_T|'''T''']] |||| [[ITIL_Glossary/_ITIL_Terms_U|'''U''']] |||| '''V''' |||| [[ITIL_Glossary/_ITIL_Terms_W|'''W''']] |||| '''X''' |||| '''Y''' |||| '''Z'''
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<p>&nbsp;</p>
<p><span id="top">&nbsp;</span></p>

==ITIL Terms starting with <big>C</big>==

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

Please click on one of the terms to see its definition or [[#ITIL-Definitions-C|skip list and proceed to "Definitions"]].

<p>&nbsp;</p>

* [[#CAB|CAB]]
* [[#CAB Agenda Template|CAB Agenda Template]]
* [[#Capacity Forecast|Capacity Forecast]]
* [[#Capacity Management|Capacity Management]]
* [[#Capacity Management Information System|Capacity Management Information System]]
* [[#Capacity Manager|Capacity Manager]]
* [[#Capacity Plan|Capacity Plan]]
* [[#Capacity Report|Capacity Report]]
* [[#Change|Change]]
* [[#Change Advisory Board (CAB)|Change Advisory Board (CAB)]]
* [[#Change Build phase|Change Build phase]]
* [[#Change Classification|Change Classification]]
* [[#Change Deployment phase|Change Deployment phase]]
* [[#Change Evaluation|Change Evaluation]]
* [[#Change Evaluation Report|Change Evaluation Report]]
* [[#Change Management|Change Management]]
* [[#Change Management Policy|Change Management Policy]]
* [[#Change Manager|Change Manager]]
* [[#Change Model|Change Model]]
* [[#Change Owner|Change Owner]]
* [[#Change Proposal|Change Proposal]]
* [[#Change Record|Change Record]]
* [[#Change Request to CMS Structure|Change Request to CMS Structure]]
* [[#Change Request to Enterprise Architecture|Change Request to Enterprise Architecture]]
* [[#Change Request to Process Architecture|Change Request to Process Architecture]]
* [[#Change Schedule|Change Schedule]]
* [[#CI (Configuration Item)|CI (Configuration Item)]]
* [[#CI Status Monitoring Report|CI Status Monitoring Report]]
* [[#Client (Contract Partner)|Client (Contract Partner)]]
* [[#CMDB|CMDB]]
* [[#CMDB Audit Protocol|CMDB Audit Protocol]]
* [[#CMS/ CMDB|CMS/ CMDB]]
* [[#CMS Change Policy|CMS Change Policy]]
* [[#Complaint Status Information|Complaint Status Information]]
* [[#Complaints and Compliments|Complaints and Compliments]]
* [[#Complaints Log|Complaints Log]]
* [[#Compliance Management|Compliance Management]]
* [[#Compliance Manager|Compliance Manager]]
* [[#Compliance Register|Compliance Register]]
* [[#Compliance Review|Compliance Review]]
* [[#Component Capacity Management|Component Capacity Management]]
* [[#Config Management Database (CMDB)|Config Management Database (CMDB)]]
* [[#Configuration Audit|Configuration Audit]]
* [[#Configuration Audit Report|Configuration Audit Report]]
* [[#Configuration Control|Configuration Control]]
* [[#Configuration Identification|Configuration Identification]]
* [[#Configuration Management|Configuration Management]]
* [[#Configuration Manager|Configuration Manager]]
* [[#Continual Service Improvement (CSI)|Continual Service Improvement (CSI)]]
* [[#Cost Data for Service Provisioning|Cost Data for Service Provisioning]]
* [[#CSI|CSI]]
* [[#CSI Initiative|CSI Initiative]]
* [[#CSI Monitoring|CSI Monitoring]]
* [[#CSI Register|CSI Register]]
* [[#Customer|Customer]]
* [[#Customer Agreement Portfolio|Customer Agreement Portfolio]]
* [[#Customer Complaint|Customer Complaint]]
* [[#Customer Portfolio|Customer Portfolio]]
* [[#Customer Satisfaction Survey|Customer Satisfaction Survey]]
* [[#Customer Survey Evaluation|Customer Survey Evaluation]]
* [[#Customer Survey Questionnaire|Customer Survey Questionnaire]]
* [[#Customer Survey Response|Customer Survey Response]]

<p>&nbsp;</p>

==<span id=""ITIL-Definitions-C">Definitions</span>==

====CAB====
* &#8594; [[#Change Advisory Board (CAB)|Change Advisory Board]]

====CAB Agenda Template====
* The CAB Agenda lists the topics for discussion in a CAB meeting. 
* &#8594; [[Checklist CAB Agenda]]
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====Capacity Forecast====
* &#8594; [[Checklist Capacity Forecast]]

====Capacity Management====
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Capacity Management]]

====Capacity Management Information System====
* A virtual repository of all [[Capacity Management]] data, usually stored in multiple physical locations.
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Capacity Management]]

====Capacity Manager====
* &#8594; Roles within ITIL, [[ITIL Roles#Capacity Manager|Capacity Manager]]

====Capacity Plan====
* A Capacity Plan is used to manage the resources required to deliver IT services. 
* The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets.
* &#8594; [[Checklist Capacity Plan|ITIL Checklist Capacity Plan]]
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Capacity Management]]

====Capacity Report====
* The Capacity Report provides other [[ITIL Processes|Service Management processes]] and IT Management with information related to service and resource utilization and performance.
* &#8594; [[Checklist Capacity Report]]
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Capacity Management]]

====Change====
* The addition, modification or removal of anything that could have an effect on IT services. 
* The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====Change Advisory Board (CAB)====
* &#8594; Roles within ITIL, [[ITIL Roles#Change Advisory Board (CAB)|Change Advisory Board (CAB)]]

====Change Build phase====
* &#8594; ITIL sub-prozess, [[Change Management#ITIL-Change-Scheduling|Change Scheduling and Build Authorization]]

====Change Classification====
* &#8594; [[Checklist Change Classification]]

====Change Deployment phase====
* &#8594; ITIL sub-prozess, [[Change Management#Change-Deployment|Change Deployment Authorization]]

====Change Evaluation====
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[ITIL Change Evaluation]]

====Change Evaluation Report====
* Certain types of major Changes, like the introduction of a new service or a substantial change to an existing service, require formal Change evaluations before being authorized. 
* The results of a formal Change evaluation are documented in a Change Evaluation Report. 
* Change evaluations may be used at different points in a Change’s lifecycle, for example before authorizing the Change/ Release build or during the Post Implementation Review.
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[ITIL Change Evaluation]]

====Change Management====
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====Change Management Policy====
* The decision to authorize or reject a proposed Change is based on the completed Change Assessment. 
* In particular, the assessment is about properly understanding the risks associated with the implementation of a Change. 
* In this context, the Change Management Policy specifies the levels of authorization required to authorize different types of Changes and other rules for assessing Changes.
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====Change Manager====
* &#8594; Roles within ITIL, [[ITIL Roles#Change Manager|Change Manager]]

====Change Model====
* Change Models describe procedures for the handling of recurring Changes. 
* While Change Models can be created for Changes of any scale, they are often used to define Standard Changes (low-risk, pre-authorized Changes like installing additional hardware on a client PC). 
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====Change Owner====	
* The person backing a Change and holding a budget for its implementation.
* In most cases the Change Owner is identical with the RFC initiator.
* Typically Changes are owned by Service Management roles (e.g. the Problem or Capacity Manager) or members of IT management.

====Change Proposal====
* A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service. 
* The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin. 
* Change Proposals are typically created in Service Portfolio Management.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]]

====Change Record====
* The Change Record contains all the details of a Change, documenting the lifecycle of a single Change. 
* It is usually created on the basis of a preceding Request for Change (RFC).
* &#8594; [[Checklist Change Record]]
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====Change Request to CMS Structure====
* A request from a Service Management process to change the [[#CMS/ CMDB|CMS]] structure. 
* This request is sent to [[Service Asset and Configuration Management|Configuration Management]] if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data.
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]

====Change Request to Enterprise Architecture====
* A request to change or extend the [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architecture (EA)|Enterprise Architecture]], usually issued from the [[ITIL V3 Service Design|Service Design]] process when the introduction or modification of a service is not possible within the constraints of the existing application, infrastructure and information/ data architectures.
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Architecture Management|Architecture Management]]

====Change Request to Process Architecture====
* A request to change or extend the [[ITIL_Glossary/_ITIL_Terms_P#Process Architecture|Process Architecture]], usually issued from the [[ITIL V3 Service Design|Service Design]] process when the introduction or modification of a service is not possible within the constraints of the existing process framework.
* &#8594; ITIL processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]

====Change Schedule====
* A Document that lists all approved Change Proposals and Changes and their planned implementation dates. 
* A Change Schedule is sometimes called a [[ITIL_Glossary/_ITIL_Terms_F#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]].
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]

====CI (Configuration Item)====
* CIs (Configuration Items) are mainly hardware or software items and are characterized by their attributes (recorded in the CI’s Configuration Record) and their relationships to other CIs.
* &#8594; [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]]
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]

====CI Status Monitoring Report====
* A report from [[Service Asset and Configuration Management|Configuration Management]] covering the lifecycle of each Configuration Item, stating important CI status changes like addition, removal, responsibility change, or Downtimes (especially important for [[Availability Management]]).
* &#8594; ITIL processes, [[Configuration Management|Configuration Management - ITIL V2]]

====Client (Contract Partner)====
* &#8594; Roles within ITIL, [[ITIL Roles#Customer|Client (Contract Partner)/ Customer]]

====CMDB====
* &#8594; [[#CMS/ CMDB|CMS/ CMDB]]

====CMDB Audit Protocol====
* &#8594; [[Checklist CMDB Audit Protocol]] 

====CMS/ CMDB====
* The Configuration Management System (CMS) is a set of tools and data that is used for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships. 
* A CMS may manage more than one physical Configuration Management Databases (CMDBs). 
* Its underlying structure is defined by the Configuration Model, a logical model of the IT organization’s service assets.
* &#8594; [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]]
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]

====CMS Change Policy====
* A set of rules defining who is authorized to modify the structure and contents of the [[#CMS/ CMDB|CMS]].
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]

====Complaint Status Information====
* A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

====Complaints and Compliments====
* Complaints and compliments from the customer side which are addressed in the Business Relationship Management process.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

====Complaints Log====
* The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

====Compliance Management====
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Compliance Management]]

====Compliance Manager====
* &#8594; Roles within ITIL, [[ITIL Roles#Compliance Manager|Compliance Manager]]

====Compliance Register====
* The Compliance Register is a tool used by the [[Compliance Management]] process to keep an overview of all compliance requirements and the measures applied to ensure their enforcement.
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Compliance Management]]

====Compliance Review====
* The Compliance Review documents the results of regular process and system compliance assessments. 
* In particular, it contains any identified deviations from compliance requirements, as well as measures to correct the situation.
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Compliance Management]]

====Component Capacity Management====
* &#8594; ITIL sub-prozess, [[Capacity Management#Component Capacity Management ITIL|Component Capacity Management]]

====Config Management Database (CMDB)====
* A Database used to manage Configuration Records throughout their Lifecycle. 
* The CMDB records the attributes of each CI, and relationships with other CIs. 
* A CMDB may also contain other information refering to CIs, for example Incident, Problem and Change Records. 
* The CMDB is maintained by Configuration Management and is used by all IT Service Management Processes.
* &#8594; [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]]
* &#8594; ITIL processes, [[Configuration Management|Configuration Management - ITIL V2]]

====Configuration Audit====
* &#8594; ITIL sub-prozess, [[Service Asset and Configuration Management#Configuration Management Audit|Configuration Verification and Audit]]

====Configuration Audit Report====
* A report summarizing the results of a [[#CMC/ CMDB|CMS]] audit, highlighting revealed differences between CMS records and actually installed CIs.
* &#8594; ITIL processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]

====Configuration Control====
* &#8594; ITIL sub-prozess, [[Service Asset and Configuration Management#ITIL Configuration Management Control|Configuration Control]]

====Configuration Identification====
* &#8594; ITIL sub-prozess, [[Service Asset and Configuration Management#ITIL Configuration Management Identification|Configuration Identification]]

====Configuration Management====
* &#8594; ITIL processes, 
** ITIL V3: [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]
** ITIL V2: [[Configuration Management|Configuration Management]]

====Configuration Manager====
* &#8594; Roles within ITIL, [[ITIL Roles#Configuration Manager|Configuration Manager]]

====Continual Service Improvement (CSI)====
* &#8594; ITIL Core Discipline, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]]

====Cost Data for Service Provisioning====
* The cost for providing a service, calculated by [[Financial Management]] as a basis for calculating the price a customer is expected to pay for a service.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]

====CSI====
* &#8594; ITIL Core Discipline, [[ITIL V3 CSI - Continual Service Improvement|ITIL 2011 Continual Service Improvement (CSI)]]

====CSI Initiative====
* &#8594; ITIL processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives|Definition of CSI Initiatives]]
* &#8594; ITIL processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|Monitoring of CSI Initiatives]]

====CSI Monitoring====
* &#8594; ITIL processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|Monitoring of CSI Initiatives]]

====CSI Register====
* The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement.
* Please note: In ITIL V3 (2007) the "CSI Register" was referred to as the "[[ITIL_Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP) |Service Improvement Plan (SIP)]]". 
* &#8594; [[Checklist Service Improvement Plan SIP|ITIL Checklist CSI Register]]
* &#8594; ITIL processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives]]

====Customer====
* &#8594; Roles within ITIL, [[ITIL Roles#Customer|Customer]]

====Customer Agreement Portfolio====
* While the Service Catalogue holds a complete list of the services managed by the service provider, the Customer Agreement Portfolio contains all Service Agreements which provide the framework for delivering services to specific customers. 
* &#8594; ITIL processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Level Management]]

====Customer Complaint====
* &#8594; ITIL sub-prozess, [[Business Relationship Management#ITIL Complaints Management|Handle Customer Complaints]]

====Customer Portfolio====
* The Customer Portfolio is used to record all customers of the IT service provider. 
* The Customer Portfolio is the Business Relationship Manager's view of the customers who receive services from the IT service provider. 
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

====Customer Satisfaction Survey====
* &#8594; ITIL sub-prozess, [[Business Relationship Management#Business Relationship Management Satisfaction|Customer Satisfaction Survey]]

====Customer Survey Evaluation====
* The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

====Customer Survey Questionnaire====
* A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

====Customer Survey Response====
* The response to a service provider's customer survey, typically a completed questionnaire.
* &#8594; ITIL processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]

<p>&nbsp;</p>

<div align="right">[[#top|&#8594; ITIL terms starting with "C"]]</div>
<div align="right">[[ITIL Glossary#All ITIL Terms|&#8594; Look up all ITIL terms]]</div>

<p>&nbsp;</p>

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