ITIL Glossary/ ITIL Terms S: Difference between revisions
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<meta name="description" content="Use this ITIL Glossary to look up the definitions of ITIL terms starting with the letter S: SDP, Security Advisories, Security Alert, ..., Support Request." /> | |||
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Image:Thumb-glossary-itil.jpg|right|[[ITIL Glossary|'''ITIL Glossary:''']]<br />All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management | 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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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| | [[ITIL Glossary#All ITIL Terms|View the full list]] or use the alphabetical index: | ||
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<p><span id="top"> </span></p> | <p><span id="top-s"> </span></p> | ||
==ITIL Terms | ===ITIL Terms beginning with <big>S</big>=== | ||
---- | |||
Please click on one of the terms to see its definition or [[# | Please click on one of the terms to see its definition or [[#Definitions|skip list and proceed to "Definitions"]]. | ||
<p> </p> | <p> </p> | ||
* [[#SDP|SDP]] | *[[#SDP|SDP]] | ||
* [[#Security Advisories|Security Advisories]] | *[[#Security Advisories|Security Advisories]] | ||
* [[#Security Alert|Security Alert]] | *[[#Security Alert|Security Alert]] | ||
* [[#Security Controls|Security Controls]] | *[[#Security Controls|Security Controls]] | ||
* [[#Security Incident|Security Incident]] | *[[#Security Incident|Security Incident]] | ||
* [[#Security Management Information System|Security Management Information System]] | *[[#Security Management Information System|Security Management Information System]] | ||
* [[#Security Review|Security Review]] | *[[#Security Review|Security Review]] | ||
* [[#Service Acceptance Criteria (SAC)|Service Acceptance Criteria (SAC)]] | *[[#Service|Service]] | ||
* [[#Service Activation|Service Activation]] | *[[#Service Acceptance Criteria (SAC)|Service Acceptance Criteria (SAC)]] | ||
* [[#Service Architecture|Service Architecture]] | *[[#Service Activation|Service Activation]] | ||
* [[#Service Asset and Configuration Management|Service Asset and Configuration Management]] | *[[#Service Architecture|Service Architecture]] | ||
* [[#Service Assessment|Service Assessment]] | *[[#Service Asset and Configuration Management|Service Asset and Configuration Management]] | ||
* [[#Service Capacity Management|Service Capacity Management]] | *[[#Service Assessment|Service Assessment]] | ||
* [[#Service Catalogue|Service Catalogue]] | *[[#Service Capacity Management|Service Capacity Management]] | ||
* [[#Service Catalogue Management|Service Catalogue Management]] | *[[#Service Catalogue|Service Catalogue]] | ||
* [[#Service Catalogue Manager|Service Catalogue Manager]] | *[[#Service Catalogue Management|Service Catalogue Management]] | ||
* [[#Service Charter|Service Charter]] | *[[#Service Catalogue Manager|Service Catalogue Manager]] | ||
* [[#Service Definition|Service Definition]] | *[[#Service Charter|Service Charter]] | ||
* [[#Service Delivery|Service Delivery]] | *[[#Service Definition|Service Definition]] | ||
* [[#Service Design|Service Design]] | *[[#Service Delivery|Service Delivery]] | ||
* [[#Service Design Manager|Service Design Manager]] | *[[#Service Design|Service Design]] | ||
* [[#Service Design Package (SDP)|Service Design Package (SDP)]] | *[[#Service Design Manager|Service Design Manager]] | ||
* [[#Service Design Planning|Service Design Planning]] | *[[#Service Design Package (SDP)|Service Design Package (SDP)]] | ||
* [[#Service Design Policy|Service Design Policy]] | *[[#Service Design Planning|Service Design Planning]] | ||
* [[#Service Design Review|Service Design Review]] | *[[#Service Design Policy|Service Design Policy]] | ||
* [[#Service Desk|Service Desk]] | *[[#Service Design Review|Service Design Review]] | ||
* [[#Service Improvement Plan (SIP)|Service Improvement Plan (SIP)]] | *[[#Service Desk|Service Desk]] | ||
* [[#Service Knowledge Management System (SKMS)|Service Knowledge Management System (SKMS)]] | *[[#Service Improvement Plan (SIP)|Service Improvement Plan (SIP)]] | ||
* [[#Service Level Agreement (SLA)|Service Level Agreement (SLA)]] | *[[#Service Knowledge Management System (SKMS)|Service Knowledge Management System (SKMS)]] | ||
* [[#Service Level Management|Service Level Management]] | *[[#Service Level Agreement (SLA)|Service Level Agreement (SLA)]] | ||
* [[#Service Level Manager|Service Level Manager]] | *[[#Service Level Management|Service Level Management]] | ||
* [[#Service Level Report|Service Level Report]] | *[[#Service Level Manager|Service Level Manager]] | ||
* [[#Service Level Requirements (SLR)|Service Level Requirements (SLR)]] | *[[#Service Level Report|Service Level Report]] | ||
* [[#Service Management System|Service Management System]] | *[[#Service Level Requirements (SLR)|Service Level Requirements (SLR)]] | ||
* [[#Service Model|Service Model]] | *[[#Service Management System|Service Management System]] | ||
* [[#Service Operation|Service Operation]] | *[[#Service Model|Service Model]] | ||
* [[#Service Owner|Service Owner]] | *[[#Service Operation|Service Operation]] | ||
* [[#Service Portfolio|Service Portfolio]] | *[[#Service Owner|Service Owner]] | ||
* [[#Service Portfolio Management|Service Portfolio Management]] | *[[#Service Portfolio|Service Portfolio]] | ||
* [[#Service Portfolio Management Review|Service Portfolio Management Review]] | *[[#Service Portfolio Management|Service Portfolio Management]] | ||
* [[#Service Portfolio Manager|Service Portfolio Manager]] | *[[#Service Portfolio Management Review|Service Portfolio Management Review]] | ||
* [[#Service Quality Plan (SQP)|Service Quality Plan (SQP)]] | *[[#Service Portfolio Manager|Service Portfolio Manager]] | ||
* [[#Service Request|Service Request]] | *[[#Service Quality Plan (SQP)|Service Quality Plan (SQP)]] | ||
* [[#Service Request Fulfilment Group|Service Request Fulfilment Group]] | *[[#Service Request|Service Request]] | ||
* [[#Service Request Model|Service Request Model]] | *[[#Service Request Fulfilment Group|Service Request Fulfilment Group]] | ||
* [[#Service Request Record|Service Request Record]] | *[[#Service Request Model|Service Request Model]] | ||
* [[#Service Request Status Information|Service Request Status Information]] | *[[#Service Request Record|Service Request Record]] | ||
* [[#Service Requirements|Service Requirements]] | *[[#Service Request Status Information|Service Request Status Information]] | ||
* [[#Service Review|Service Review]] | *[[#Service Requirements|Service Requirements]] | ||
* [[#Service Review Report|Service Review Report]] | *[[#Service Review|Service Review]] | ||
* [[#Service Specification Sheet|Service Specification Sheet]] | *[[#Service Review Report|Service Review Report]] | ||
* [[#Service Strategy|Service Strategy]] | *[[#Service Specification Sheet|Service Specification Sheet]] | ||
* [[#Service Strategy Definition|Service Strategy Definition]] | *[[#Service Strategy|Service Strategy]] | ||
* [[#Service Strategy Plan|Service Strategy Plan]] | *[[#Service Strategy Definition|Service Strategy Definition]] | ||
* [[#Service Strategy Manager|Service Strategy Manager]] | *[[#Service Strategy Plan|Service Strategy Plan]] | ||
* [[#Service Support|Service Support]] | *[[#Service Strategy Manager|Service Strategy Manager]] | ||
* [[#Service Transition|Service Transition]] | *[[#Service Support|Service Support]] | ||
* [[#Service Transition Plan|Service Transition Plan]] | *[[#Service Transition|Service Transition]] | ||
* [[#Service User|Service User]] | *[[#Service Transition Plan|Service Transition Plan]] | ||
* [[#Service Validation and Testing|Service Validation and Testing]] | *[[#Service User|Service User]] | ||
* [[#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] | *[[#Service Validation and Testing|Service Validation and Testing]] | ||
* [[#SIP|SIP]] | *[[#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] | ||
* [[#Skills Inventory|Skills Inventory]] | *[[#SIP|SIP]] | ||
* [[#SLA|SLA]] | *[[#Skills Inventory|Skills Inventory]] | ||
* [[#SLA Review|SLA Review]] | *[[#SLA|SLA]] | ||
* [[#SLM|SLM]] | *[[#SLA Review|SLA Review]] | ||
* [[#SLM Document Templates|SLM Document Templates]] | *[[#SLM|SLM]] | ||
* [[#SLM Framework|SLM Framework]] | *[[#SLM Document Templates|SLM Document Templates]] | ||
* [[#SLR|SLR]] | *[[#SLM Framework|SLM Framework]] | ||
* [[#SQP|SQP]] | *[[#SLR|SLR]] | ||
* [[#Standard Terms and Conditions|Standard Terms and Conditions]] | *[[#SQP|SQP]] | ||
* [[#Status Inquiry|Status Inquiry]] | *[[#Standard Terms and Conditions|Standard Terms and Conditions]] | ||
* [[#Strategic Action Plan|Strategic Action Plan]] | *[[#Status Inquiry|Status Inquiry]] | ||
* [[#Strategic Service Assessment|Strategic Service Assessment]] | *[[#Strategic Action Plan|Strategic Action Plan]] | ||
* [[#Strategy Management for IT Services|Strategy Management for IT Services]] | *[[#Strategic Service Assessment|Strategic Service Assessment]] | ||
* [[#Suggested new Known Error|Suggested new Known Error]] | *[[#Strategy Management for IT Services|Strategy Management for IT Services]] | ||
* [[#Suggested new Problem|Suggested new Problem]] | *[[#Suggested new Known Error|Suggested new Known Error]] | ||
* [[#Suggested new Workaround|Suggested new Workaround]] | *[[#Suggested new Problem|Suggested new Problem]] | ||
* [[#Suggested Process Improvement|Suggested Process Improvement]] | *[[#Suggested new Workaround|Suggested new Workaround]] | ||
* [[#Suggested Service Improvement|Suggested Service Improvement]] | *[[#Suggested Process Improvement|Suggested Process Improvement]] | ||
* [[#Supplier and Contract Database (SCD)|Supplier and Contract Database (SCD)]] | *[[#Suggested Service Improvement|Suggested Service Improvement]] | ||
* [[#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]] | *[[#Supplier and Contract Database (SCD)|Supplier and Contract Database (SCD)]] | ||
* [[#Supplier and Contract Review|Supplier and Contract Review]] | *[[#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]] | ||
* [[#Supplier Evaluation|Supplier Evaluation]] | *[[#Supplier and Contract Review|Supplier and Contract Review]] | ||
* [[#Supplier Management|Supplier Management]] | *[[#Supplier Evaluation|Supplier Evaluation]] | ||
* [[#Supplier Management Framework|Supplier Management Framework]] | *[[#Supplier Management|Supplier Management]] | ||
* [[#Supplier Manager|Supplier Manager]] | *[[#Supplier Management Framework|Supplier Management Framework]] | ||
* [[#Supplier Service Level Report|Supplier Service Level Report]] | *[[#Supplier Manager|Supplier Manager]] | ||
* [[#Supplier Strategy|Supplier Strategy]] | *[[#Supplier Service Level Report|Supplier Service Level Report]] | ||
* [[#Support Knowledge Base|Support Knowledge Base]] | *[[#Supplier Strategy|Supplier Strategy]] | ||
* [[#Support Request|Support Request]] | *[[#Support Knowledge Base|Support Knowledge Base]] | ||
*[[#Support Request|Support Request]] | |||
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====SDP==== | ====SDP==== | ||
* → [[#Service Design Package (SDP)|Service Design Package (SDP)]] | *→ [[#Service Design Package (SDP)|Service Design Package (SDP)]] | ||
====Security Advisories==== | ====Security Advisories==== | ||
* A list of known security vulnerabilities compiled from input by third-party product suppliers. | *A list of known security vulnerabilities compiled from input by third-party product suppliers. | ||
* The list contains instructions for preventive measures and for the handling of security breaches once they occur. | *The list contains instructions for preventive measures and for the handling of security breaches once they occur. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]] | ||
====Security Alert==== | ====Security Alert==== | ||
* A warning produced by [[IT Security Management|Information Security Management]], typically released when outbreaks of security threats are foreseeable or already under way. | *A warning produced by [[IT Security Management|Information Security Management]], typically released when outbreaks of security threats are foreseeable or already under way. | ||
* The aim is to make sure that users and IT staff are able to identify any attacks and take appropriate precautions. | *The aim is to make sure that users and IT staff are able to identify any attacks and take appropriate precautions. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]] | ||
====Security Controls==== | ====Security Controls==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[IT Security Management#ITIL Security Management Controls|Design of Security Controls]] | ||
====Security Incident==== | ====Security Incident==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[IT Security Management#ITIL Security Management Incidents|Management of Security Incidents]] | ||
====Security Management Information System==== | ====Security Management Information System==== | ||
* A virtual repository of all [[IT Security Management|Information Security Management]] data, usually stored in multiple physical locations. | *A virtual repository of all [[IT Security Management|Information Security Management]] data, usually stored in multiple physical locations. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]] | ||
====Security Review==== | ====Security Review==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[IT Security Management#ITIL Security Management Review|Security Review]] | ||
====Service ==== | |||
*Service - A definition according to ITIL®: "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package." -- Source: [[#ITIL-Glossaries-Crown|['''1''']]]. | |||
====Service Acceptance Criteria (SAC)==== | ====Service Acceptance Criteria (SAC)==== | ||
* A set of criteria used for service acceptance testing to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed. | *A set of criteria used for service acceptance testing to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Service Activation==== | ====Service Activation==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Level Management#Service Level Management Agreements|Agreements Sign-Off and Service Activation]] | ||
====Service Architecture==== | ====Service Architecture==== | ||
* The Service Architecture for a specific Service identifies all the components of a Service and their structure, including all the corresponding designs for the Service and its components in the [[#Service Design Package (SDP)|Service Design Package]]. | *The Service Architecture for a specific Service identifies all the components of a Service and their structure, including all the corresponding designs for the Service and its components in the [[#Service Design Package (SDP)|Service Design Package]]. | ||
* However an important part of a Service Architecture is the organization-level standards and templates that are required for developing and maintaining a consistent and integrated set of Services for the organization. These standards and templates are usually embedded in an appropriate architecture management system. | *However an important part of a Service Architecture is the organization-level standards and templates that are required for developing and maintaining a consistent and integrated set of Services for the organization. These standards and templates are usually embedded in an appropriate architecture management system. | ||
====Service Assessment==== | ====Service Assessment==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[ITIL Strategy Management#ITIL Strategy Management Assessment|Strategic Service Assessment]] | ||
====Service Asset and Configuration Management==== | ====Service Asset and Configuration Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
====Service Capacity Management==== | ====Service Capacity Management==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Capacity Management#Service Capacity Management ITIL|Service Capacity Management]] | ||
====Service Catalogue==== | ====Service Catalogue==== | ||
* A database or structured document with information about all live services, including those available for deployment. | *A database or structured document with information about all live services, including those available for deployment. | ||
* The Service Catalogue is the only part of the [[#Service Protfolio|Service Portfolio]] published to Customers, and is used to support the sale and delivery of IT Services. | *The Service Catalogue is the only part of the [[#Service Protfolio|Service Portfolio]] published to Customers, and is used to support the sale and delivery of IT Services. | ||
* The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. | *The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. | ||
* → [[Checklist Service Catalogue]] | *→ [[Checklist Service Catalogue]] | ||
* → [[Checklist Service Portfolio]] | *→ [[Checklist Service Portfolio]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Catalogue Management]] | ||
====Service Catalogue Management==== | ====Service Catalogue Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Catalogue Management]] | ||
====Service Catalogue Manager==== | ====Service Catalogue Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Catalogue Manager|Service Catalogue Manager]] | *→ Roles within ITIL, [[ITIL Roles#Service Catalogue Manager|Service Catalogue Manager]] | ||
====Service Charter==== | ====Service Charter==== | ||
* The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service. | *The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service. | ||
* In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule. | *In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule. | ||
* Service Charters are passed to Service Design to initiate the detailed design of the new or changed service. | *Service Charters are passed to Service Design to initiate the detailed design of the new or changed service. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]] | ||
====Service Definition==== | ====Service Definition==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Portfolio Management#ITIL Portfolio Management Service Definition|Define and Analyze new or changed Services]] | ||
====Service Delivery==== | ====Service Delivery==== | ||
* → ITIL Discipline, [[ITIL Processes#Service Delivery|Service Delivery - ITIL V2]] | *→ ITIL Discipline, [[ITIL Processes#Service Delivery|Service Delivery - ITIL V2]] | ||
====Service Design==== | ====Service Design==== | ||
* → ITIL Core Discipline, [[ITIL | *→ ITIL Core Discipline, [[ITIL Service Design|ITIL 2011 Service Design]] | ||
====Service Design Manager==== | ====Service Design Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Design Manager|Service Design Manager]] | *→ Roles within ITIL, [[ITIL Roles#Service Design Manager|Service Design Manager]] | ||
====Service Design Package (SDP)==== | ====Service Design Package (SDP)==== | ||
* The Service Design Package builds upon the [[#Service Level Requirements (SLR)|Service Level Requirements]]. | *The Service Design Package builds upon the [[#Service Level Requirements (SLR)|Service Level Requirements]]. | ||
* It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view. | *It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view. | ||
* The ITILv3 definition for the Service Design Package for an IT Service states: [The Service Design Package is one or more] “Service Design Documents defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement”. | *The ITILv3 definition for the Service Design Package for an IT Service states: [The Service Design Package is one or more] “Service Design Documents defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement”. | ||
* → [[Checklist Service Design Package SDP|ITIL Checklist Service Design Package - SDP]] | *→ [[Checklist Service Design Package SDP|ITIL Checklist Service Design Package - SDP]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[ITIL Design Coordination]] | ||
====Service Design Planning==== | ====Service Design Planning==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[ITIL Design Coordination#Design Coordination Planning|Service Design Planning]] | ||
====Service Design Policy==== | ====Service Design Policy==== | ||
* The Service Design Policy provides guidance on how to ensure that a consistent approach is applied to all design activities. | *The Service Design Policy provides guidance on how to ensure that a consistent approach is applied to all design activities. | ||
* In particular, the Service Design Policy specifies which projects or Changes are required to undergo the formal Service Design stage, and who needs to be involved in Service Design to ensure that all relevant aspects are considered. | *In particular, the Service Design Policy specifies which projects or Changes are required to undergo the formal Service Design stage, and who needs to be involved in Service Design to ensure that all relevant aspects are considered. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[ITIL Design Coordination]] | ||
====Service Design Review==== | ====Service Design Review==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[ITIL Design Coordination#Design Coordination Review RFC|Service Design Review and RFC Submission]] | ||
====Service Desk==== | ====Service Desk==== | ||
* → ITIL processes, | *→ ITIL processes, | ||
** ITIL V3 2011/ 2007: [[ITIL | **ITIL V3 2011/ 2007: [[ITIL Service Operation|ITIL Service Operation]] > [[Incident Management]] | ||
** ITIL V2: [[Service Desk and Incident Management|Service Desk and Incident Management]] | **ITIL V2: [[Service Desk and Incident Management|Service Desk and Incident Management]] | ||
* → Roles within ITIL, [[ITIL Roles#1st Level Support|1st Level Support]] | *→ Roles within ITIL, [[ITIL Roles#1st Level Support|1st Level Support]] | ||
====Service Improvement Plan (SIP)==== | ====Service Improvement Plan (SIP)==== | ||
* A formal Plan to provide guidelines as to when and in which form improvements to a Process or IT Service are to be implemented. | *A formal Plan to provide guidelines as to when and in which form improvements to a Process or IT Service are to be implemented. | ||
* An SIP is maintained within the framework of a continuous optimisation process. | *An SIP is maintained within the framework of a continuous optimisation process. | ||
* → [[Checklist Service Improvement Plan SIP]] | *→ [[Checklist Service Improvement Plan SIP]] | ||
* → ITIL processes, [[Service Level Management - ITIL V2]] | *→ ITIL processes, [[Service Level Management - ITIL V2]] | ||
====Service Knowledge Management System (SKMS)==== | ====Service Knowledge Management System (SKMS)==== | ||
* The Service Knowledge Management System is the central repository of the IT organization’s data, information and knowledge. | *The Service Knowledge Management System is the central repository of the IT organization’s data, information and knowledge. | ||
* It extends the concept of the infrastructure-focused [[ITIL_Glossary/_ITIL_Terms_C#CMC/ CMDB|Configuration Management System]] to include further information on services, capabilities, and initiatives. | *It extends the concept of the infrastructure-focused [[ITIL_Glossary/_ITIL_Terms_C#CMC/ CMDB|Configuration Management System]] to include further information on services, capabilities, and initiatives. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Knowledge Management]] | ||
====Service Level Agreement (SLA)==== | ====Service Level Agreement (SLA)==== | ||
* An agreement between an IT service provider and a customer. | *An agreement between an IT service provider and a customer. | ||
* The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. | *The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. | ||
* A single SLA may cover multiple services or multiple customers. | *A single SLA may cover multiple services or multiple customers. | ||
* → [[Checklist SLA OLA|ITIL Checklist SLA - OLA]] | *→ [[Checklist SLA OLA|ITIL Checklist SLA - OLA]] | ||
* → [[Checklist Protocol SLA Review]] | *→ [[Checklist Protocol SLA Review]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Service Level Management==== | ====Service Level Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Service Level Manager==== | ====Service Level Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Level Manager|Service Level Manager]] | *→ Roles within ITIL, [[ITIL Roles#Service Level Manager|Service Level Manager]] | ||
====Service Level Report==== | ====Service Level Report==== | ||
* The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality. | *The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality. | ||
* To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events. | *To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events. | ||
* A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes. | *A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes. | ||
* A similar report is also created by an external service supplier to document its achieved service performance. | *A similar report is also created by an external service supplier to document its achieved service performance. | ||
* → [[Checklist Service Level Report]] | *→ [[Checklist Service Level Report]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Service Level Requirements (SLR)==== | ====Service Level Requirements (SLR)==== | ||
* The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers. | *The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers. | ||
* As the service enters new stages of its life cycle, the SLR document evolves into a draft Service Level Agreement. | *As the service enters new stages of its life cycle, the SLR document evolves into a draft Service Level Agreement. | ||
* → [[Checklist Service Level Requirements (SLR)]] | *→ [[Checklist Service Level Requirements (SLR)]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Service Management System==== | ====Service Management System==== | ||
* The standard, [[ISO 20000|BS ISO/IEC 20000-1:2005]] introduced the concept of a "Service Management System". This is usually a complex "system" of manual and automated processes that are used to manage a Service over its lifetime; in particular, its planning, development, implementation, operation and improvement. | *The standard, [[ISO 20000|BS ISO/IEC 20000-1:2005]] introduced the concept of a "Service Management System". This is usually a complex "system" of manual and automated processes that are used to manage a Service over its lifetime; in particular, its planning, development, implementation, operation and improvement. | ||
* ITIL provides a set of best practice guidelines for Service Management. It addresses those [[ITIL_Glossary/_ITIL_Terms_P#Process Area|Process Areas]] that are required for a comprehensive Service Management System. | *ITIL provides a set of best practice guidelines for Service Management. It addresses those [[ITIL_Glossary/_ITIL_Terms_P#Process Area|Process Areas]] that are required for a comprehensive Service Management System. | ||
* It is difficult to introduce all the ITIL Process Areas into a Service Management System in one project or program, especially in their mature form. As a result, those organization that have done this, focus on a subset of the ITIL Process Areas to create an initial Service Management System, often using BS ISO/IEC 20000-1:2005 as the standard followed to do this. The initial Service Management System is then subsequently enhanced and improved in later Service Management programs and projects. | *It is difficult to introduce all the ITIL Process Areas into a Service Management System in one project or program, especially in their mature form. As a result, those organization that have done this, focus on a subset of the ITIL Process Areas to create an initial Service Management System, often using BS ISO/IEC 20000-1:2005 as the standard followed to do this. The initial Service Management System is then subsequently enhanced and improved in later Service Management programs and projects. | ||
* What is important is that the initial Service Management System contains the minimum set of processes from ITIL that enable an organization to manage a Service across its whole lifecycle. | *What is important is that the initial Service Management System contains the minimum set of processes from ITIL that enable an organization to manage a Service across its whole lifecycle. | ||
* The Service Management (System) Architecture is a vital component of this to ensure the quality and consistency of the Service Management System, especially as it develops over time. Furthermore, an holistic view of the ITIL architecture enables a Service Management or Business Architect to design an initial Service Management System that is consistent with the expected form of the future Service Management System. | *The Service Management (System) Architecture is a vital component of this to ensure the quality and consistency of the Service Management System, especially as it develops over time. Furthermore, an holistic view of the ITIL architecture enables a Service Management or Business Architect to design an initial Service Management System that is consistent with the expected form of the future Service Management System. | ||
====Service Model==== | ====Service Model==== | ||
* A Service Model is a high-level description of a service and the components required to deliver that service. | *A Service Model is a high-level description of a service and the components required to deliver that service. | ||
* The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions. | *The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions. | ||
* Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage. | *Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]] | ||
====Service Operation==== | ====Service Operation==== | ||
* → ITIL Core Discipline, [[ITIL | *→ ITIL Core Discipline, [[ITIL Service Operation|ITIL 2011 Service Operation]] | ||
====Service Owner==== | ====Service Owner==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Owner|Service Owner]] | *→ Roles within ITIL, [[ITIL Roles#Service Owner|Service Owner]] | ||
====Service Portfolio==== | ====Service Portfolio==== | ||
* The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not. | *The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not. | ||
* It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement. | *It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement. | ||
* It also includes third-party services which are an integral part of service offerings to customers. | *It also includes third-party services which are an integral part of service offerings to customers. | ||
* The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services. | *The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services. | ||
* → [[Checklist Service Portfolio|ITIL Checklist Service Portfolio]] | *→ [[Checklist Service Portfolio|ITIL Checklist Service Portfolio]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]] | ||
====Service Portfolio Management==== | ====Service Portfolio Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]] | ||
====Service Portfolio Management Review==== | ====Service Portfolio Management Review==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Portfolio Management#Service Portfolio Management Review|Service Portfolio Management Review]] | ||
====Service Portfolio Manager==== | ====Service Portfolio Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Portfolio Manager|Service Portfolio Manager]] | *→ Roles within ITIL, [[ITIL Roles#Service Portfolio Manager|Service Portfolio Manager]] | ||
====Service Quality Plan (SQP)==== | ====Service Quality Plan (SQP)==== | ||
* A document containing all management information on the measurement of Service Quality and the contributions made to the IT Services by internal and external Suppliers, upon the basis of [[ITIL Key Performance Indicators|KPIs]]. | *A document containing all management information on the measurement of Service Quality and the contributions made to the IT Services by internal and external Suppliers, upon the basis of [[ITIL Key Performance Indicators|KPIs]]. | ||
* → [[Checklist Service Quality Plan (SQP)]] | *→ [[Checklist Service Quality Plan (SQP)]] | ||
====Service Request==== | ====Service Request==== | ||
* → [[ITIL_Glossary/_ITIL_Terms_R#Request for Service|Request for Service]] | *→ [[ITIL_Glossary/_ITIL_Terms_R#Request for Service|Request for Service]] | ||
====Service Request Fulfilment Group==== | ====Service Request Fulfilment Group==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Request Fulfilment Group|Service Request Fulfilment Group]] | *→ Roles within ITIL, [[ITIL Roles#Service Request Fulfilment Group|Service Request Fulfilment Group]] | ||
====Service Request Model==== | ====Service Request Model==== | ||
* A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category). | *A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category). | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Request Fulfilment]] | ||
====Service Request Record==== | ====Service Request Record==== | ||
* A record containing all details of a Service Request. Service Requests are formal requests from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. | *A record containing all details of a Service Request. Service Requests are formal requests from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Request Fulfilment]] | ||
====Service Request Status Information==== | ====Service Request Status Information==== | ||
* A message containing the present status of a [[#Service Request|Service Request]] sent to a user who earlier reported requested a service. Status information is typically provided to users at various points during a Service Request's lifecycle. | *A message containing the present status of a [[#Service Request|Service Request]] sent to a user who earlier reported requested a service. Status information is typically provided to users at various points during a Service Request's lifecycle. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Request Fulfilment]] | ||
====Service Requirements==== | ====Service Requirements==== | ||
* The desired outcome of a service, stated in terms of required service functionality and service levels. | *The desired outcome of a service, stated in terms of required service functionality and service levels. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Service Review==== | ====Service Review==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Service Review]] | ||
====Service Review Report==== | ====Service Review Report==== | ||
* A document containing the results and findings from a Service Review. | *A document containing the results and findings from a Service Review. | ||
* This report is an important input for the definition of improvement initiatives. | *This report is an important input for the definition of improvement initiatives. | ||
* → [[Checklist Service Review Report|ITIL Checklist Service Review Report]] | *→ [[Checklist Service Review Report|ITIL Checklist Service Review Report]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Service Review]] | ||
====Service Specification Sheet==== | ====Service Specification Sheet==== | ||
* The Service Specification Sheets lays out in detail how the customer requirements can be fulfilled from the viewpoint of the IT | *The Service Specification Sheets lays out in detail how the customer requirements can be fulfilled from the viewpoint of the IT Organization. | ||
* In particular, it references the internal IT Service components used to build the new or changed Service required by the customer (i.e. the necessary services provided from within the IT | *In particular, it references the internal IT Service components used to build the new or changed Service required by the customer (i.e. the necessary services provided from within the IT Organization or from external Service Suppliers). | ||
* This document may also list further consequences related to the provision of the IT Service, such as required resources and skills. | *This document may also list further consequences related to the provision of the IT Service, such as required resources and skills. | ||
* → [[Checklist Service Specification Sheet]] | *→ [[Checklist Service Specification Sheet]] | ||
* → ITIL processes, [[Service Level Management - ITIL V2]] | *→ ITIL processes, [[Service Level Management - ITIL V2]] | ||
====Service Strategy==== | ====Service Strategy==== | ||
* → ITIL Core Discipline, [[ITIL | *→ ITIL Core Discipline, [[ITIL Service Strategy|ITIL 2011 Service Strategy]] | ||
====Service Strategy Definition==== | ====Service Strategy Definition==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[ITIL Strategy Management#ITIL Service Strategy Definition|Service Strategy Definition]] | ||
====Service Strategy Plan==== | ====Service Strategy Plan==== | ||
* The Service Strategy Plan (at times referred to as the Service Strategy) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs. | *The Service Strategy Plan (at times referred to as the Service Strategy) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]] | ||
====Service Strategy Manager==== | ====Service Strategy Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Service Strategy Manager|Service Strategy Manager]] | *→ Roles within ITIL, [[ITIL Roles#Service Strategy Manager|Service Strategy Manager]] | ||
====Service Support==== | ====Service Support==== | ||
* → ITIL Discipline, [[ITIL Processes#Service Support|Service Support - ITIL V2]] | *→ ITIL Discipline, [[ITIL Processes#Service Support|Service Support - ITIL V2]] | ||
====Service Transition==== | ====Service Transition==== | ||
* → ITIL Core Discipline, [[ITIL | *→ ITIL Core Discipline, [[ITIL Service Transition|ITIL 2011 Service Transition]] | ||
====Service Transition Plan==== | ====Service Transition Plan==== | ||
* → [[ITIL_Glossary/_ITIL_Terms_P#Project Plan (Service Transition Plan)|Project Plan (Service Transition Plan)]] | *→ [[ITIL_Glossary/_ITIL_Terms_P#Project Plan (Service Transition Plan)|Project Plan (Service Transition Plan)]] | ||
====Service User==== | ====Service User==== | ||
* → Roles within ITIL, [[ITIL Roles#User|Service User]] | *→ Roles within ITIL, [[ITIL Roles#User|Service User]] | ||
====Service Validation and Testing==== | ====Service Validation and Testing==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Validation and Testing]] | ||
====Seven-Step Improvement Guideline==== | ====Seven-Step Improvement Guideline==== | ||
* The Seven-Step Improvement approach is presented in the ITIL books as the Seven-Step Improvement Process. | *The Seven-Step Improvement approach is presented in the ITIL books as the Seven-Step Improvement Process. | ||
* Rather than a process it is in fact the description of a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements. | *Rather than a process it is in fact the description of a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]] | ||
====SIP==== | ====SIP==== | ||
* → [[#Service Improvement Plan (SIP)|Service Improvement Plan]] | *→ [[#Service Improvement Plan (SIP)|Service Improvement Plan]] | ||
====Skills Inventory==== | ====Skills Inventory==== | ||
* The Skills Inventory identifies the skills required to deliver IT services (now and in future), as well as the individuals who possess those skills. | *The Skills Inventory identifies the skills required to deliver IT services (now and in future), as well as the individuals who possess those skills. | ||
* The Skills Inventory is the basis for developing training plans for individual employees. | *The Skills Inventory is the basis for developing training plans for individual employees. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[ITIL Application Management]] | ||
====SLA==== | ====SLA==== | ||
* → [[#Service Level Agreement (SLA)|Service Level Agreement]] | *→ [[#Service Level Agreement (SLA)|Service Level Agreement]] | ||
====SLA Review==== | ====SLA Review==== | ||
* → [[Checklist Protocol SLA Review]] | *→ [[Checklist Protocol SLA Review]] | ||
====SLM==== | ====SLM==== | ||
* → [[#Service Level Management|Service Level Management]] | *→ [[#Service Level Management|Service Level Management]] | ||
====SLM Document Templates==== | ====SLM Document Templates==== | ||
* Templates for the various documents used within [[#Service Level Management|Service Level Management]], e.g. [[#Service Level Requirements (SLR)|Service Level Requirements]], [[#Service Level Agreement (SLA)|Service Level Agreements]], [[ITIL_Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)|Operational Level Agreements]], [[ITIL_Glossary/_ITIL_Terms_U#Underpinning Contract (UC)|Underpinning Contracts]], [[#Service Acceptance Criteria (SAC)|Service Acceptance Criteria]], ... | *Templates for the various documents used within [[#Service Level Management|Service Level Management]], e.g. [[#Service Level Requirements (SLR)|Service Level Requirements]], [[#Service Level Agreement (SLA)|Service Level Agreements]], [[ITIL_Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)|Operational Level Agreements]], [[ITIL_Glossary/_ITIL_Terms_U#Underpinning Contract (UC)|Underpinning Contracts]], [[#Service Acceptance Criteria (SAC)|Service Acceptance Criteria]], ... | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====SLM Framework==== | ====SLM Framework==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Level Management#Service Level Management Framework|Maintenance of the SLM Framework]] | ||
====SLR==== | ====SLR==== | ||
* → [[#Service Level Requirements (SLR)|Service Level Requirements]] | *→ [[#Service Level Requirements (SLR)|Service Level Requirements]] | ||
====SQP==== | ====SQP==== | ||
* → [[#Service Quality Plan (SQP)|Service Quality Plan]] | *→ [[#Service Quality Plan (SQP)|Service Quality Plan]] | ||
====Standard Terms and Conditions==== | ====Standard Terms and Conditions==== | ||
* A set of terms and conditions which are routinely attached to contracts and orders when procuring services or products. | *A set of terms and conditions which are routinely attached to contracts and orders when procuring services or products. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Supplier Management]] | ||
====Status Inquiry==== | ====Status Inquiry==== | ||
* An inquiry regarding the present status of an Incident or Service Request, usually from a user who earlier reported an Incident or submitted a request. | *An inquiry regarding the present status of an Incident or Service Request, usually from a user who earlier reported an Incident or submitted a request. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Incident Management]] | ||
====Strategic Action Plan==== | ====Strategic Action Plan==== | ||
* The Strategic Action Plan sets out the steps required to implement the previously defined Service Strategy, defining specific tasks and responsibilities. | *The Strategic Action Plan sets out the steps required to implement the previously defined Service Strategy, defining specific tasks and responsibilities. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]] | ||
====Strategic Service Assessment==== | ====Strategic Service Assessment==== | ||
* The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses, strengths and opportunities prior to developing a [[#Service Strategy|Service Strategy]]. | *The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses, strengths and opportunities prior to developing a [[#Service Strategy|Service Strategy]]. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]] | ||
====Strategy Management for IT Services==== | ====Strategy Management for IT Services==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]] | ||
====Suggested new Known Error==== | ====Suggested new Known Error==== | ||
* A suggestion to create a new entry in the [[ITIL_Glossary/_ITIL_Terms_K#Known Error|Known Error]] Database, for example raised by the [[#Service Desk|Service Desk]] or by [[Release and Deployment Management|Release Management]]. | *A suggestion to create a new entry in the [[ITIL_Glossary/_ITIL_Terms_K#Known Error|Known Error]] Database, for example raised by the [[#Service Desk|Service Desk]] or by [[Release and Deployment Management|Release Management]]. | ||
* Known Errors are managed throughout their lifecycle by [[Problem Management]]. | *Known Errors are managed throughout their lifecycle by [[Problem Management]]. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Problem Management]] | ||
====Suggested new Problem==== | ====Suggested new Problem==== | ||
* A notification about a suspected Problem, handed over to [[Problem Management]] for further investigation, possibly leading to the formal logging of a Problem. | *A notification about a suspected Problem, handed over to [[Problem Management]] for further investigation, possibly leading to the formal logging of a Problem. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Problem Management]] | ||
====Suggested new Workaround==== | ====Suggested new Workaround==== | ||
* A suggestion to enter a new [[ITIL_Glossary/_ITIL_Terms_W#Workaround|Workaround]] in the Known Error Database, for example raised by the [[#Service Desk|Service Desk]] or by [[Release and Deployment Management|Release Management]]. Workarounds are managed throughout their lifecycle by [[Problem Management]]. | *A suggestion to enter a new [[ITIL_Glossary/_ITIL_Terms_W#Workaround|Workaround]] in the Known Error Database, for example raised by the [[#Service Desk|Service Desk]] or by [[Release and Deployment Management|Release Management]]. Workarounds are managed throughout their lifecycle by [[Problem Management]]. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Problem Management]] | ||
====Suggested Process Improvement==== | ====Suggested Process Improvement==== | ||
* Suggestion for improving Service Management processes, handed over to the Continual Service Improvement process. | *Suggestion for improving Service Management processes, handed over to the Continual Service Improvement process. | ||
* Suggestions for process improvements may originate from anywhere within the IT organization. | *Suggestions for process improvements may originate from anywhere within the IT organization. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]] | ||
====Suggested Service Improvement==== | ====Suggested Service Improvement==== | ||
* Suggestion for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process. | *Suggestion for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process. | ||
* Suggestions may originate from anywhere within or outside of the IT organization, and may include suggestions for improving the way a service is provided or for modifying service agreements (SLAs, OLAs and UCs). | *Suggestions may originate from anywhere within or outside of the IT organization, and may include suggestions for improving the way a service is provided or for modifying service agreements (SLAs, OLAs and UCs). | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Service Review]] | ||
====Supplier and Contract Database (SCD)==== | ====Supplier and Contract Database (SCD)==== | ||
* → ITIL 2011: [[#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]] | *→ ITIL 2011: [[#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]] | ||
====Supplier and Contract Management Information System (SCMIS)==== | ====Supplier and Contract Management Information System (SCMIS)==== | ||
* A database or structured document used to manage supplier contracts throughout their lifecycle. | *A database or structured document used to manage supplier contracts throughout their lifecycle. | ||
* The SCMIS contains key attributes of all contracts and suppliers, and should be part of the [[#Service Knowledge Management System (SKMS)|Service Knowledge Management System]]. | *The SCMIS contains key attributes of all contracts and suppliers, and should be part of the [[#Service Knowledge Management System (SKMS)|Service Knowledge Management System]]. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Supplier Management]] | ||
====Supplier and Contract Review==== | ====Supplier and Contract Review==== | ||
* The Supplier and Contract Review documents achieved vs. agreed supplier performance. | *The Supplier and Contract Review documents achieved vs. agreed supplier performance. | ||
* It also contains any identified supplier weaknesses and problems, as well as suggestions on how the situation could be improved. | *It also contains any identified supplier weaknesses and problems, as well as suggestions on how the situation could be improved. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Supplier Management]] | ||
====Supplier Evaluation==== | ====Supplier Evaluation==== | ||
* The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier. | *The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier. | ||
* → ITIL sub- | *→ ITIL sub-process, [[Supplier Management#Supplier Management Evaluation|Evaluation of new Suppliers and Contracts]] | ||
====Supplier Management==== | ====Supplier Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Supplier Management]] | ||
====Supplier Management Framework==== | ====Supplier Management Framework==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Supplier Management#ITIL Supplier Management Framework|Providing the Supplier Management Framework]] | ||
====Supplier Manager==== | ====Supplier Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Supplier Manager|Supplier Manager]] | *→ Roles within ITIL, [[ITIL Roles#Supplier Manager|Supplier Manager]] | ||
====Supplier Service Level Report==== | ====Supplier Service Level Report==== | ||
* The Supplier Service Level Report gives insight into a service provider's external supplier's ability to deliver the agreed service quality. | *The Supplier Service Level Report gives insight into a service provider's external supplier's ability to deliver the agreed service quality. | ||
* To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events. | *To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Supplier Management]] | ||
====Supplier Strategy==== | ====Supplier Strategy==== | ||
* The Supplier Strategy sets guidelines for the procurement of services and goods. | *The Supplier Strategy sets guidelines for the procurement of services and goods. | ||
* It typically includes criteria for the selection of suitable suppliers and a list of preferred suppliers. | *It typically includes criteria for the selection of suitable suppliers and a list of preferred suppliers. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Supplier Management]] | ||
====Support Knowledge Base==== | ====Support Knowledge Base==== | ||
* A Database containing information about Incidents, Problems and Known Errors. | *A Database containing information about Incidents, Problems and Known Errors. | ||
* The Knowledge Base is used to match new Incidents with historical information, with the objective of improving resolution times and First Time Fix Rates. | *The Knowledge Base is used to match new Incidents with historical information, with the objective of improving resolution times and First Time Fix Rates. | ||
* → ITIL processes, [[Service Desk and Incident Management|Service Desk and Incident Management - ITIL V2]] | *→ ITIL processes, [[Service Desk and Incident Management|Service Desk and Incident Management - ITIL V2]] | ||
====Support Request==== | ====Support Request==== | ||
* A request to support the resolution of an Incident or Problem, usually issued from the Incident or [[Problem Management]] processes when further assistance is needed from technical experts. | *A request to support the resolution of an Incident or Problem, usually issued from the Incident or [[Problem Management]] processes when further assistance is needed from technical experts. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Operation|ITIL Service Operation]] > [[Incident Management]] | ||
<p> </p> | <p> </p> | ||
<div align="right">[[#top|→ ITIL terms starting with "S"]]</div> | <div align="right">[[#top-s|→ ITIL terms starting with "S"]]</div> | ||
<div align="right">[[ITIL Glossary#All ITIL Terms|→ Look up all ITIL terms]]</div> | <div align="right">[[ITIL Glossary#All ITIL Terms|→ Look up all ITIL terms]]</div> | ||
| Line 516: | Line 522: | ||
'''<span id="ITIL">Notes</span>''' | '''<span id="ITIL">Notes</span>''' | ||
[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 [https://www.axelos.com/glossaries-of-terms AXELOS web site]. | |||
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Latest revision as of 17:12, 7 February 2019
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 S
Please click on one of the terms to see its definition or skip list and proceed to "Definitions".
- SDP
- Security Advisories
- Security Alert
- Security Controls
- Security Incident
- Security Management Information System
- Security Review
- Service
- Service Acceptance Criteria (SAC)
- Service Activation
- Service Architecture
- Service Asset and Configuration Management
- Service Assessment
- Service Capacity Management
- Service Catalogue
- Service Catalogue Management
- Service Catalogue Manager
- Service Charter
- Service Definition
- Service Delivery
- Service Design
- Service Design Manager
- Service Design Package (SDP)
- Service Design Planning
- Service Design Policy
- Service Design Review
- Service Desk
- Service Improvement Plan (SIP)
- Service Knowledge Management System (SKMS)
- Service Level Agreement (SLA)
- Service Level Management
- Service Level Manager
- Service Level Report
- Service Level Requirements (SLR)
- Service Management System
- Service Model
- Service Operation
- Service Owner
- Service Portfolio
- Service Portfolio Management
- Service Portfolio Management Review
- Service Portfolio Manager
- Service Quality Plan (SQP)
- Service Request
- Service Request Fulfilment Group
- Service Request Model
- Service Request Record
- Service Request Status Information
- Service Requirements
- Service Review
- Service Review Report
- Service Specification Sheet
- Service Strategy
- Service Strategy Definition
- Service Strategy Plan
- Service Strategy Manager
- Service Support
- Service Transition
- Service Transition Plan
- Service User
- Service Validation and Testing
- Seven-Step Improvement Guideline
- SIP
- Skills Inventory
- SLA
- SLA Review
- SLM
- SLM Document Templates
- SLM Framework
- SLR
- SQP
- Standard Terms and Conditions
- Status Inquiry
- Strategic Action Plan
- Strategic Service Assessment
- Strategy Management for IT Services
- Suggested new Known Error
- Suggested new Problem
- Suggested new Workaround
- Suggested Process Improvement
- Suggested Service Improvement
- Supplier and Contract Database (SCD)
- Supplier and Contract Management Information System (SCMIS)
- Supplier and Contract Review
- Supplier Evaluation
- Supplier Management
- Supplier Management Framework
- Supplier Manager
- Supplier Service Level Report
- Supplier Strategy
- Support Knowledge Base
- Support Request
Definitions
SDP
Security Advisories
- A list of known security vulnerabilities compiled from input by third-party product suppliers.
- The list contains instructions for preventive measures and for the handling of security breaches once they occur.
- → ITIL processes, ITIL Service Design > Information Security Management
Security Alert
- A warning produced by Information Security Management, typically released when outbreaks of security threats are foreseeable or already under way.
- The aim is to make sure that users and IT staff are able to identify any attacks and take appropriate precautions.
- → ITIL processes, ITIL Service Design > Information Security Management
Security Controls
- → ITIL sub-process, Design of Security Controls
Security Incident
- → ITIL sub-process, Management of Security Incidents
Security Management Information System
- A virtual repository of all Information Security Management data, usually stored in multiple physical locations.
- → ITIL processes, ITIL Service Design > Information Security Management
Security Review
- → ITIL sub-process, Security Review
Service
- Service - A definition according to ITIL®: "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package." -- Source: [1].
Service Acceptance Criteria (SAC)
- A set of criteria used for service acceptance testing to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.
- → ITIL processes, ITIL Service Design > Service Level Management
Service Activation
- → ITIL sub-process, Agreements Sign-Off and Service Activation
Service Architecture
- The Service Architecture for a specific Service identifies all the components of a Service and their structure, including all the corresponding designs for the Service and its components in the Service Design Package.
- However an important part of a Service Architecture is the organization-level standards and templates that are required for developing and maintaining a consistent and integrated set of Services for the organization. These standards and templates are usually embedded in an appropriate architecture management system.
Service Assessment
- → ITIL sub-process, Strategic Service Assessment
Service Asset and Configuration Management
- → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management
Service Capacity Management
- → ITIL sub-process, Service Capacity Management
Service Catalogue
- A database or structured document with information about all live services, including those available for deployment.
- The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services.
- The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.
- → Checklist Service Catalogue
- → Checklist Service Portfolio
- → ITIL processes, ITIL Service Design > Service Catalogue Management
Service Catalogue Management
- → ITIL processes, ITIL Service Design > Service Catalogue Management
Service Catalogue Manager
- → Roles within ITIL, Service Catalogue Manager
Service Charter
- The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service.
- In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule.
- Service Charters are passed to Service Design to initiate the detailed design of the new or changed service.
- → ITIL processes, ITIL Service Strategy > Service Portfolio Management
Service Definition
- → ITIL sub-process, Define and Analyze new or changed Services
Service Delivery
- → ITIL Discipline, Service Delivery - ITIL V2
Service Design
- → ITIL Core Discipline, ITIL 2011 Service Design
Service Design Manager
- → Roles within ITIL, Service Design Manager
Service Design Package (SDP)
- The Service Design Package builds upon the Service Level Requirements.
- It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view.
- The ITILv3 definition for the Service Design Package for an IT Service states: [The Service Design Package is one or more] “Service Design Documents defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement”.
- → ITIL Checklist Service Design Package - SDP
- → ITIL processes, ITIL Service Design > ITIL Design Coordination
Service Design Planning
- → ITIL sub-process, Service Design Planning
Service Design Policy
- The Service Design Policy provides guidance on how to ensure that a consistent approach is applied to all design activities.
- In particular, the Service Design Policy specifies which projects or Changes are required to undergo the formal Service Design stage, and who needs to be involved in Service Design to ensure that all relevant aspects are considered.
- → ITIL processes, ITIL Service Design > ITIL Design Coordination
Service Design Review
- → ITIL sub-process, Service Design Review and RFC Submission
Service Desk
- → ITIL processes,
- ITIL V3 2011/ 2007: ITIL Service Operation > Incident Management
- ITIL V2: Service Desk and Incident Management
- → Roles within ITIL, 1st Level Support
Service Improvement Plan (SIP)
- A formal Plan to provide guidelines as to when and in which form improvements to a Process or IT Service are to be implemented.
- An SIP is maintained within the framework of a continuous optimisation process.
- → Checklist Service Improvement Plan SIP
- → ITIL processes, Service Level Management - ITIL V2
Service Knowledge Management System (SKMS)
- The Service Knowledge Management System is the central repository of the IT organization’s data, information and knowledge.
- It extends the concept of the infrastructure-focused Configuration Management System to include further information on services, capabilities, and initiatives.
- → ITIL processes, ITIL Service Transition > Knowledge Management
Service Level Agreement (SLA)
- An agreement between an IT service provider and a customer.
- The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
- A single SLA may cover multiple services or multiple customers.
- → ITIL Checklist SLA - OLA
- → Checklist Protocol SLA Review
- → ITIL processes, ITIL Service Design > Service Level Management
Service Level Management
- → ITIL processes, ITIL Service Design > Service Level Management
Service Level Manager
- → Roles within ITIL, Service Level Manager
Service Level Report
- The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality.
- To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events.
- A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes.
- A similar report is also created by an external service supplier to document its achieved service performance.
- → Checklist Service Level Report
- → ITIL processes, ITIL Service Design > Service Level Management
Service Level Requirements (SLR)
- The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers.
- As the service enters new stages of its life cycle, the SLR document evolves into a draft Service Level Agreement.
- → Checklist Service Level Requirements (SLR)
- → ITIL processes, ITIL Service Design > Service Level Management
Service Management System
- The standard, BS ISO/IEC 20000-1:2005 introduced the concept of a "Service Management System". This is usually a complex "system" of manual and automated processes that are used to manage a Service over its lifetime; in particular, its planning, development, implementation, operation and improvement.
- ITIL provides a set of best practice guidelines for Service Management. It addresses those Process Areas that are required for a comprehensive Service Management System.
- It is difficult to introduce all the ITIL Process Areas into a Service Management System in one project or program, especially in their mature form. As a result, those organization that have done this, focus on a subset of the ITIL Process Areas to create an initial Service Management System, often using BS ISO/IEC 20000-1:2005 as the standard followed to do this. The initial Service Management System is then subsequently enhanced and improved in later Service Management programs and projects.
- What is important is that the initial Service Management System contains the minimum set of processes from ITIL that enable an organization to manage a Service across its whole lifecycle.
- The Service Management (System) Architecture is a vital component of this to ensure the quality and consistency of the Service Management System, especially as it develops over time. Furthermore, an holistic view of the ITIL architecture enables a Service Management or Business Architect to design an initial Service Management System that is consistent with the expected form of the future Service Management System.
Service Model
- A Service Model is a high-level description of a service and the components required to deliver that service.
- The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions.
- Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage.
- → ITIL processes, ITIL Service Strategy > Service Portfolio Management
Service Operation
- → ITIL Core Discipline, ITIL 2011 Service Operation
Service Owner
- → Roles within ITIL, Service Owner
Service Portfolio
- The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not.
- It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement.
- It also includes third-party services which are an integral part of service offerings to customers.
- The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services.
- → ITIL Checklist Service Portfolio
- → ITIL processes, ITIL Service Strategy > Service Portfolio Management
Service Portfolio Management
- → ITIL processes, ITIL Service Strategy > Service Portfolio Management
Service Portfolio Management Review
- → ITIL sub-process, Service Portfolio Management Review
Service Portfolio Manager
- → Roles within ITIL, Service Portfolio Manager
Service Quality Plan (SQP)
- A document containing all management information on the measurement of Service Quality and the contributions made to the IT Services by internal and external Suppliers, upon the basis of KPIs.
- → Checklist Service Quality Plan (SQP)
Service Request
Service Request Fulfilment Group
- → Roles within ITIL, Service Request Fulfilment Group
Service Request Model
- A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category).
- → ITIL processes, ITIL Service Operation > Request Fulfilment
Service Request Record
- A record containing all details of a Service Request. Service Requests are formal requests from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user.
- → ITIL processes, ITIL Service Operation > Request Fulfilment
Service Request Status Information
- A message containing the present status of a Service Request sent to a user who earlier reported requested a service. Status information is typically provided to users at various points during a Service Request's lifecycle.
- → ITIL processes, ITIL Service Operation > Request Fulfilment
Service Requirements
- The desired outcome of a service, stated in terms of required service functionality and service levels.
- → ITIL processes, ITIL Service Design > Service Level Management
Service Review
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Service Review
Service Review Report
- A document containing the results and findings from a Service Review.
- This report is an important input for the definition of improvement initiatives.
- → ITIL Checklist Service Review Report
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Service Review
Service Specification Sheet
- The Service Specification Sheets lays out in detail how the customer requirements can be fulfilled from the viewpoint of the IT Organization.
- In particular, it references the internal IT Service components used to build the new or changed Service required by the customer (i.e. the necessary services provided from within the IT Organization or from external Service Suppliers).
- This document may also list further consequences related to the provision of the IT Service, such as required resources and skills.
- → Checklist Service Specification Sheet
- → ITIL processes, Service Level Management - ITIL V2
Service Strategy
- → ITIL Core Discipline, ITIL 2011 Service Strategy
Service Strategy Definition
- → ITIL sub-process, Service Strategy Definition
Service Strategy Plan
- The Service Strategy Plan (at times referred to as the Service Strategy) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs.
- → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services
Service Strategy Manager
- → Roles within ITIL, Service Strategy Manager
Service Support
- → ITIL Discipline, Service Support - ITIL V2
Service Transition
- → ITIL Core Discipline, ITIL 2011 Service Transition
Service Transition Plan
Service User
- → Roles within ITIL, Service User
Service Validation and Testing
- → ITIL processes, ITIL Service Transition > Service Validation and Testing
Seven-Step Improvement Guideline
- The Seven-Step Improvement approach is presented in the ITIL books as the Seven-Step Improvement Process.
- Rather than a process it is in fact the description of a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Process Evaluation
SIP
Skills Inventory
- The Skills Inventory identifies the skills required to deliver IT services (now and in future), as well as the individuals who possess those skills.
- The Skills Inventory is the basis for developing training plans for individual employees.
- → ITIL processes, ITIL Service Operation > ITIL Application Management
SLA
SLA Review
SLM
SLM Document Templates
- Templates for the various documents used within Service Level Management, e.g. Service Level Requirements, Service Level Agreements, Operational Level Agreements, Underpinning Contracts, Service Acceptance Criteria, ...
- → ITIL processes, ITIL Service Design > Service Level Management
SLM Framework
- → ITIL sub-process, Maintenance of the SLM Framework
SLR
SQP
Standard Terms and Conditions
- A set of terms and conditions which are routinely attached to contracts and orders when procuring services or products.
- → ITIL processes, ITIL Service Design > Supplier Management
Status Inquiry
- An inquiry regarding the present status of an Incident or Service Request, usually from a user who earlier reported an Incident or submitted a request.
- → ITIL processes, ITIL Service Operation > Incident Management
Strategic Action Plan
- The Strategic Action Plan sets out the steps required to implement the previously defined Service Strategy, defining specific tasks and responsibilities.
- → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services
Strategic Service Assessment
- The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses, strengths and opportunities prior to developing a Service Strategy.
- → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services
Strategy Management for IT Services
- → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services
Suggested new Known Error
- A suggestion to create a new entry in the Known Error Database, for example raised by the Service Desk or by Release Management.
- Known Errors are managed throughout their lifecycle by Problem Management.
- → ITIL processes, ITIL Service Operation > Problem Management
Suggested new Problem
- A notification about a suspected Problem, handed over to Problem Management for further investigation, possibly leading to the formal logging of a Problem.
- → ITIL processes, ITIL Service Operation > Problem Management
Suggested new Workaround
- A suggestion to enter a new Workaround in the Known Error Database, for example raised by the Service Desk or by Release Management. Workarounds are managed throughout their lifecycle by Problem Management.
- → ITIL processes, ITIL Service Operation > Problem Management
Suggested Process Improvement
- Suggestion for improving Service Management processes, handed over to the Continual Service Improvement process.
- Suggestions for process improvements may originate from anywhere within the IT organization.
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Process Evaluation
Suggested Service Improvement
- Suggestion for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process.
- Suggestions may originate from anywhere within or outside of the IT organization, and may include suggestions for improving the way a service is provided or for modifying service agreements (SLAs, OLAs and UCs).
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Service Review
Supplier and Contract Database (SCD)
Supplier and Contract Management Information System (SCMIS)
- A database or structured document used to manage supplier contracts throughout their lifecycle.
- The SCMIS contains key attributes of all contracts and suppliers, and should be part of the Service Knowledge Management System.
- → ITIL processes, ITIL Service Design > Supplier Management
Supplier and Contract Review
- The Supplier and Contract Review documents achieved vs. agreed supplier performance.
- It also contains any identified supplier weaknesses and problems, as well as suggestions on how the situation could be improved.
- → ITIL processes, ITIL Service Design > Supplier Management
Supplier Evaluation
- The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier.
- → ITIL sub-process, Evaluation of new Suppliers and Contracts
Supplier Management
- → ITIL processes, ITIL Service Design > Supplier Management
Supplier Management Framework
- → ITIL sub-process, Providing the Supplier Management Framework
Supplier Manager
- → Roles within ITIL, Supplier Manager
Supplier Service Level Report
- The Supplier Service Level Report gives insight into a service provider's external supplier's ability to deliver the agreed service quality.
- To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events.
- → ITIL processes, ITIL Service Design > Supplier Management
Supplier Strategy
- The Supplier Strategy sets guidelines for the procurement of services and goods.
- It typically includes criteria for the selection of suitable suppliers and a list of preferred suppliers.
- → ITIL processes, ITIL Service Design > Supplier Management
Support Knowledge Base
- A Database containing information about Incidents, Problems and Known Errors.
- The Knowledge Base is used to match new Incidents with historical information, with the objective of improving resolution times and First Time Fix Rates.
- → ITIL processes, Service Desk and Incident Management - ITIL V2
Support Request
- A request to support the resolution of an Incident or Problem, usually issued from the Incident or Problem Management processes when further assistance is needed from technical experts.
- → ITIL processes, ITIL Service Operation > Incident Management
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 S
