ITIL Glossary

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ITIL Glossary A-Z

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ITIL Glossary
Terms and definitions related to ITIL® and ITSM (IT Service Management)

This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[1]

Related contents in this ITIL Wiki, like ITIL process definitions and role descriptions, can be reached via links. [2]

ITIL Glossary Terms

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

 

Other languages: The ITIL Glossary, German Version and the ITIL Glossary in Spanish.

All ITIL Terms

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

1-9

• 1st Level Correlation
• 1st Level Support
• 2nd Level Correlation
• 2nd Level Support
• 3rd Level Support
• 7-Step Improvement Guideline

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A

• Acceptance Test
• Access Management
• Access Manager
• Access Rights
• Application Developer
• Application Development
• Application Framework
• Application Management
• Application Manager
• Applications Analyst
• Architecture Management
• Availability Design Guidelines
• Availability Guidelines for the Service Desk
• Availability Improvement Plan
• Availability/ ITSCM/ Security Testing Schedule
• Availability Management
• Availability Management Information System
• Availability Manager
• Availability Monitoring
• Availability Plan
• Availability Report
• Availability Test

[top]

B

• Baseline
• Budget Allocation
• Budget Request
• Business Capacity Management
• Business Continuity Strategy
• Business Impact and Risk Analysis
• Business Planning Information
• Business Relationship Management
• Business Relationship Manager

[top]

C

• 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
• Customer Survey Response

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D

• Data for Project Plan Update
• Definition of Improvement Initiatives
• Definitive Media Library (DML)
• Definitive Software Library (DSL)
• Demand Management
• Demand Manager
• Design Coordination
• Desired Service Outcomes
• Development/ Installation QA Documentation
• Development Work Order
• Disaster Practice
• Disaster Recovery Invocation Guideline

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E

• Emergency Change
• Emergency Change Advisory Board (ECAB)
• Emergency Committee (EC)
• Emergency Plan
• Enterprise Architect
• Enterprise Architecture (EA)
• Enterprise Policies and Regulations
• Event Categorization Scheme
• Event Filtering and Correlation Rules
• Event Management
• Event Manager
• Event Monitoring
• Event Record
• Event Review
• Event Trends and Patterns

[top]

F

• Facilities Management
• Facilities Manager
• Financial Analysis
• Financial Data Categories
• Financial Management
• Financial Management for IT Services
• Financial Manager
• Financial Planning
• Forward Schedule of Changes (FSC)
• FSC

[top]

I

• Improvement Initiative
• Incident
• Incident Categorization
• Incident Closure
• Incident Escalation Rules
• Incident Management
• Incident Management Report
• Incident Manager
• Incident Model
• Incident Monitoring
• Incident Prioritization Guideline
• Incident Record
• Incident Report
• Incident Resolution
• Incident Status Information
• Index of Disaster-Relevant Information
• Indirect Cost Allocation Table
• Information Security Management
• Information Security Manager
• Information Security Policy
• Information Security Report
• Installation Work Order
• Invoice
• IT Budget
• ITC Infrastructure Manager
• IT Facilities Management
• IT Operations Control
• IT Operations Management
• IT Operations Manager
• IT Operator
• ITSCM
• ITSCM Review
• ITSCM Risk Analysis
• ITSCM Test
• IT Service Continuity Management
• IT Service Continuity Manager
• IT Service Continuity Plan
• IT Service Continuity Report
• IT Service Continuity Plan
• IT Service Continuity Strategy
• IT Service Management
• IT Steering Group (ISG)

[top]

K

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

[top]

M

• Maintenance Plan/ SOP
• Major Incident Review
• Major Incident Team
• Major Problem Review
• Minor Change
• Monitoring of CSI Initiatives

[top]

N

• Notification of Service Failure

 

O

• OLA
• Operational Level Agreement (OLA)
• Operations Manager
• Operator
• Outline of Service Requirements

[top]

P

• Pattern of Business Activity (PBA)
• PIR
• Post Implementation Review (PIR)
• Pro-Active User Information
• Problem
• Problem Categorization
• Problem Closure
• Problem Identification
• Problem Management
• Problem Management Report
• Problem Manager
• Problem Priority
• Problem Record
• Problem Report
• Process and Asset Valuation
• Process Architect
• Process Architecture
• Process Area
• Process Assessment Guideline
• Process Audit
• Process Benchmarking
• Process Design
• Process Evaluation
• Process Evaluation Program
• Process Evaluation Report
• Process Maturity Assessment
• Process Metric (KPI)
• Process Owner
• Project Charter
• Project Control
• Project Coordination
• Projected Service Availability (PSA)
• Projected Service Outage (PSO)
• Project History Log
• Project Management (Transition Planning and Support)
• Project Manager
• Project Plan (Service Transition Plan)
• Project Portfolio Status Report
• Purchase Order
• Purchase Request

[top]

R

• Recovery Plan
• Release
• Release Build
• Release Component
• Release Deployment
• Release and Deployment Management
• Release Management
• Release Manager
• Release Package
• Release Plan
• Release Planning
• Release Policy
• Release Record
• Release Unit
• Request Categorization
• Request for Access Rights
• Request for Change (RFC)
• Request for Service
• Request Fulfilment
• Required Modifications to Service Catalogue
• Required Modifications to UCs
• RFC
• RFC Template
• RFC Assessment Guideline
• RFC Template
• Risk Analysis
• Risk Management
• Risk Management Policy
• Risk Manager
• Risk Monitoring
• Risk Register

[top]

S

• 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

[top]

T

• Technical/ Administration Manual
• Technical Analyst
• Technical Management
• Test and QS Manager
• Test Manager
• Test Model
• Test Report
• Transition Planning and Support

[top]

U

• UC
• Underpinning Contract (UC)
• Underpinning Information Security Policy
• User
• User Escalation
• User FAQs
• User Identity Record
• User Identity Request
• User Manual
• User Role
• User Role Access Profile
• User Role Requirements

[top]

W

• Workaround

 

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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: All Terms A-Z