ITIL Glossary/ ITIL Terms C

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 index:

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 C

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Please click on one of the terms to see its definition or skip list and proceed to "Definitions".

 

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

 

Definitions

CAB

• → Change Advisory Board

CAB Agenda Template

• The CAB Agenda lists the topics for discussion in a CAB meeting.
• → Checklist CAB Agenda
• → ITIL processes, ITIL Service Transition > Change Management

Capacity Forecast

• → Checklist Capacity Forecast

Capacity Management

• → ITIL processes, ITIL Service Design > Capacity Management

Capacity Management Information System

• A virtual repository of all Capacity Management data, usually stored in multiple physical locations.
• → ITIL processes, ITIL Service Design > Capacity Management

Capacity Manager

• → Roles within ITIL, 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.
• → ITIL Checklist Capacity Plan
• → ITIL processes, ITIL Service Design > Capacity Management

Capacity Report

• The Capacity Report provides other Service Management processes and IT Management with information related to service and resource utilization and performance.
• → Checklist Capacity Report
• → ITIL processes, 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.
• → ITIL processes, ITIL Service Transition > Change Management

Change Advisory Board (CAB)

• → Roles within ITIL, Change Advisory Board (CAB)

Change Build phase

• → ITIL sub-process, Change Scheduling and Build Authorization

Change Classification

• → Checklist Change Classification

Change Deployment phase

• → ITIL sub-process, Change Deployment Authorization

Change Evaluation

• → ITIL processes, 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.
• → ITIL processes, ITIL Service Transition > ITIL Change Evaluation

Change Management

• → ITIL processes, 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.
• → ITIL processes, ITIL Service Transition > Change Management

Change Manager

• → Roles within ITIL, 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).
• → ITIL processes, 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.
• → ITIL processes, 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).
• → Checklist Change Record
• → ITIL processes, ITIL Service Transition > Change Management

Change Request to CMS Structure

• A request from a Service Management process to change the CMS structure.
• This request is sent to Configuration Management if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data.
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

Change Request to Enterprise Architecture

• A request to change or extend the Enterprise Architecture, usually issued from the 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.
• → ITIL processes, ITIL Service Design > Architecture Management

Change Request to Process Architecture

• A request to change or extend the Process Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing process framework.
• → ITIL processes, 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 Forward Schedule of Changes (FSC).
• → ITIL processes, 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.
• → ITIL Checklist CMS - CMDB
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

CI Status Monitoring Report

• A report from 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).
• → ITIL processes, Configuration Management - ITIL V2

Client (Contract Partner)

• → Roles within ITIL, Client (Contract Partner)/ Customer

CMDB

• → CMS/ CMDB

CMDB Audit Protocol

• → 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.
• → ITIL Checklist CMS - CMDB
• → ITIL processes, 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.
• → ITIL processes, 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.
• → ITIL processes, 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.
• → ITIL processes, 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.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Compliance Management

• → ITIL processes, ITIL Service Design > Compliance Management

Compliance Manager

• → Roles within ITIL, 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.
• → ITIL processes, 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.
• → ITIL processes, ITIL Service Design > Compliance Management

Component Capacity Management

• → ITIL sub-process, 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.
• → ITIL Checklist CMS - CMDB
• → ITIL processes, Configuration Management - ITIL V2

Configuration Audit

• → ITIL sub-process, Configuration Verification and Audit

Configuration Audit Report

• A report summarizing the results of a CMS audit, highlighting revealed differences between CMS records and actually installed CIs.
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

Configuration Control

• → ITIL sub-process, Configuration Control

Configuration Identification

• → ITIL sub-process, Configuration Identification

Configuration Management

• → ITIL processes,
  • ITIL V3: ITIL Service Transition > Service Asset and Configuration Management
  • ITIL V2: Configuration Management

Configuration Manager

• → Roles within ITIL, Configuration Manager

Continual Service Improvement (CSI)

• → ITIL Core Discipline, 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.
• → ITIL processes, ITIL Service Strategy > Financial Management

CSI

• → ITIL Core Discipline, ITIL 2011 Continual Service Improvement (CSI)

CSI Initiative

• → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of CSI Initiatives
• → ITIL processes, ITIL Continual Service Improvement (CSI) > Monitoring of CSI Initiatives

CSI Monitoring

• → ITIL processes, ITIL Continual Service Improvement (CSI) > 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 "Service Improvement Plan (SIP)".
• → ITIL Checklist CSI Register
• → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of Improvement Initiatives

Customer

• → Roles within ITIL, 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.
• → ITIL processes, ITIL Service Design > Service Level Management

Customer Complaint

• → ITIL sub-process, 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.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Customer Satisfaction Survey

• → ITIL sub-process, Customer Satisfaction Survey

Customer Survey Evaluation

• The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
• → ITIL processes, 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.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Customer Survey Response

• The response to a service provider's customer survey, typically a completed questionnaire.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

 

→ ITIL terms starting with "C"

→ 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 C