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Image:Thumb-glossary-itil.jpg|right|[[ITIL Glossary|'''ITIL Glossary:''']]<br />All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)|320px|alt=ITIL Glossary|thumb
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{|
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| style="border-bottom:1px solid grey" |<strong>ITIL Glossary Terms</strong>
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This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[[ITIL Glossary/_ITIL_Terms_1-9#ITIL|['''1''']]]

[[ITIL Glossary#All ITIL Terms|View the full list]] or use the alphabetical index:

{|
| [[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-1-9">&nbsp;</span></p>

===ITIL Terms beginning with <big>1-9</big>===
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Please click on one of the terms to see its definition.

<p>&nbsp;</p>

*[[#1st Level Correlation|1st Level Correlation]]
*[[#1st Level Support|1st Level Support]]
*[[#2nd Level Correlation|2nd Level Correlation]]
*[[#2nd Level Support|2nd Level Support]]
*[[#3rd Level Support|3rd Level Support]]
*[[#7-Step Improvement Guideline|7-Step Improvement Guideline]]

<p>&nbsp;</p>

==Definitions==

====1st Level Correlation====
*&#8594; ITIL sub-process, [[Event Management#ITIL Event 1st Level Correlation|Event Filtering and 1st Level Correlation]]

====1st Level Support====
*&#8594; Roles within ITIL, [[ITIL Roles#1st Level Support|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|2nd Level Support]]). 
*1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.

====2nd Level Correlation====
*&#8594; ITIL sub-process, [[Event Management#Event Management 2nd Level Correlation|2nd Level Correlation and Response Selection]]

====2nd Level Support====
*&#8594; Roles within ITIL, [[ITIL Roles#2nd Level Support|2nd Level Support]]
*2nd Level Support takes over Incidents which cannot be solved immediately with the means of [[#1st Level Support|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====
*&#8594; Roles within ITIL, [[ITIL Roles#3rd Level Support|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|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====
*&#8594; [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]]

<p>&nbsp;</p>

<div align="right">[[#top-1-9|&#8594; ITIL terms starting with "1-9"]]</div>
<div align="right">[[ITIL Glossary#All ITIL Terms|&#8594; Look up all ITIL terms]]</div>

<p>&nbsp;</p>

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'''<span id="ITIL">Notes</span>'''

[1] ITIL&reg; is a Registered Trade Mark of AXELOS Limited. &mdash; IT Infrastructure Library&reg; 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 [https://www.axelos.com/glossaries-of-terms AXELOS web site].

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