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On the following page you will find definitions for the most important ITIL V3 and V2 Glossary Terms in alphabetical order.
===ITIL Glossary A-Z===
----
 
[[image:Thumb-glossary-itil.jpg|thumb|320px|right|alt=ITIL Glossar|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-glossary-itil.jpg|[[ITIL Glossary#ITIL Glossary A-Z|'''ITIL Glossary''']]<br />Terms and definitions related to ITIL&reg; 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.[[ITIL Glossary#ITIL|['''1''']]]


''Remark:''
Related contents in this ITIL Wiki, like ITIL process definitions and role descriptions, can be reached via links. [[ITIL Glossary#ITIL|['''2''']]]
''Source (partially): ITIL Glossaries/ Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.''


''The complete [http://www.best-management-practice.com/bookstore.asp?DI=575004&amp;FO=1230366 ITIL Glossary compiled by the OGC] is available for download from the Internet.''
{|
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|style="border-bottom:1px solid grey"|<strong><span id="ITIL Glossary Terms">ITIL Glossary Terms</span></strong>
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[[ITIL Glossary#All ITIL Terms|View the full list]] or use the alphabetical index:


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


<p>&nbsp;</p>


== 1-9 ==
'''Other languages''': The [https://wiki.de.it-processmaps.com/index.php/ITIL-Glossar ITIL Glossary, German Version] and the [https://wiki.es.it-processmaps.com/index.php/Glosario_ITIL ITIL Glossary in Spanish].
 
==== 1st Level Support ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|1st Level Support]]
 
==== 2nd Level Support ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|2nd Level Support]]
 
==== 3rd Level Support ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|3rd Level Support]]
 
== A ==
 
==== Access Management ====
*see ITIL Processes, [[Access Management|Access Management - ITIL V3]]
 
====Application Development and Customization====
*see ITIL Processes, [[Application Development and Customization|Application Development and Customization - ITIL V3]]
 
====Application Developer====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Application Developer - ITIL V3]]
 
==== Application Manager ====
*see Roles within ITIL, [[Roles within ITIL#Application Manager|Application Manager]]
 
==== Applications Analyst/ Architect ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Applications Analyst/ Architect - ITIL V3]]
 
====Availability Improvement Plan====
* A Plan to ensure that existing and future Availability requirements for IT Services can be fulfilled cost-effectively.
* It embraces a description of the current situation, improvement measures and planned new guidelines.
 
==== Availability Management ====
*see ITIL Processes,
**[[Availability Management|Availability Management - ITIL V3]]
**[[Availability Management - ITIL V2]]
 
==== Availability Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Availability Manager]]
 
====Availability Report====
* A Report providing information about the availability of IT Services for essential business functions, application Services, and enterprise data.
* It includes the rates of availability, downtimes, and the number of failures.
* The Availability Report should be written in a form and nomenclature which the client understands.
 
== B ==
 
==== Baseline ====
* An ITSM can be used as a starting point to measure the effectiveness of a Service Improvement Plan
* A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service
* A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or Release fails.
 
== C ==
 
==== Capacity Management ====
*see ITIL Processes,
**[[Capacity Management|Capacity Management - ITIL V3]]
**[[Capacity Management - ITIL V2]]
 
==== Capacity Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Capacity Manager]]
 
====Capacity Plan====
* A Capacity Plan serves to steer the resources required to deliver IT Services.
* The Plan contains scenarios for different predictions of capacity demand, and costed options to attain the agreed objectives of Service Levels.
 
====Capacity Report====
* A report highlighting actual or future conflicts between Capacity Supply and Demand.
* The Capacity Report includes expected increases and decreases in capacity and utilisation, as well as threshholds that, when exceeded, will require defined measures.
 
==== Change Advisory Board (CAB) ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Change Advisory Board (CAB)]]
 
==== Change Management ====
*see ITIL Processes,
**[[Change Management|Change Management - ITIL V3]]
**[[Change Management - ITIL V2]]
 
==== Change Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Change Manager]]
 
====Change Record====
* A set of data, which contains all details pertaining to a Change; it documents the history of a Change from initiation to implementation. A Change Record is compiled for every incoming RFC, even if the RFC is eventually rejected. Change Records refer to the affected Configuration Items.
* A Change is defined as the addition, changing or removal of any object with an influence upon the IT Services. This applies to Configuration Items as well as processes, documentation, etc.
 
====CI Status Monitoring Report====
* A report from Configuration Management covering the lifecycle of each Configuration Item, stating important CI status changes like addition, removal, responsibility change, or Downtimes (especially important for Availability Management).
 
==== Client (Contract Partner) ====
*see Roles within ITIL, [[Roles within ITIL#Client (Contract Partner)|Client (Contract Partner)]]
 
==== Compliance Management ====
*see ITIL Processes, [[Compliance Management|Compliance Management - ITIL V3]]
 
==== Compliance Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Compliance Manager - ITIL V3]]
 
====Config Management Database (CMDB)====
* A Database used to manage Configuration Records throughout their Lifecycle.  
* The CMDB records the attributes of each CI, and relationships with other CIs.  
* A CMDB may also contain other information refering to CIs, for example Incident, Problem and Change Records.
* The CMDB is maintained by Configuration Management and is used by all IT Service Management Processes.
 
==== Configuration Management ====
*see ITIL Processes,
**[[Service Asset and Configuration Management|Service Asset and Configuration Management - ITIL V3]]
** [[Configuration Management| Configuration Management - ITIL V2]]
 
==== Configuration Manager ====
*see Roles within ITIL, [[Roles within ITIL#Configuration Manager|Configuration Manager]]
 
==== Continual Service Improvement ====
*see ITIL Processes, [[ITIL Processes#Continual Service Improvement|Continual Service Improvement - ITIL V3]]
 
==== Customer ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles outside the IT organization|Customer]]
 
== D ==
 
====Definitive Software Library (DSL)====
* One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.
* The DSL may also contain associated CIs such as licenses and documentation.
* The DSL is a single logical storage area even if there are multiple locations.
* All software in the DSL is under the control of Change and Release Management and is recorded in the CMDB.
* Only software from the DSL is acceptable for use in a Release.
 
== E ==
 
====Emergency Change Advisory Board (ECAB)====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Emergency Change Advisory Board (ECAB)]]
 
==== Emergency Committee (EC) ====
*see Roles within ITIL,
**[[Roles within ITIL#Emergency Committee (EC)|Emergency Committee (EC) - ITIL V2]]
**[[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Emergency Change Advisory Board (ECAB)]]
 
==== Event Management ====
*see ITIL Processes, [[Event Management|Event Management - ITIL V3]]
 
== F ==
 
==== Financial Management ====
*see ITIL Processes, [[Financial Management for IT Services|Financial Management]]
 
==== Financial Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Strategy|Financial Manager]]
 
====Forward Schedule of Changes (FSC)====
* A Document that lists all approved Changes and their planned implementation dates.  
* A Forward Schedule of Changes is sometimes also known as a Change Schedule.
 
== G ==
 
 
== H ==
 
 
== I ==
 
 
==== Incident Management Report ====
* A series of reports produced by the Incident Manager for various target groups (IT Management, Service Level Management, other Service Management processes, or Incident Management itself).
* Depending on the target group, the Report will focus upon process quality, volume of enquiries, service quality, itemisation of Incidents by category, ...
 
==== Incident Management ====
*see ITIL Processes,
** [[Incident Management|Incident Management - ITIL V3]]
** [[Service Desk and Incident Management|Service Desk and Incident Management - ITIL V2]]
 
==== Incident Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|Incident Manager]]
 
====Incident Record====
* A set of data with all details of an Incident, which documents the history of the Incident from first appearance to resolution.
* An Incident is defined as an unplanned interruption or reduction in quality of an IT Service. Every event that could potentially impair an IT Service in the future is also an Incident (i.e. the failure of one hard-drive of a set of mirrored drives).
 
==== IT Architecture Management ====
*see ITIL Processes, [[IT Architecture Management|IT Architecture Management - ITIL V3]]
 
==== IT Architect ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|IT Architect - ITIL V3]]
 
==== ITC Infrastructure Manager ====
*see Roles within ITIL, [[Roles within ITIL#ITC Infrastructure Manager|ITC Infrastructure Manager]]
 
==== IT Facilities Management ====
*see ITIL Processes, [[IT Facilities Management|IT Facilities Management - ITIL V3]]
 
==== IT Facilities Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|IT Facilities Manager - ITIL V3]]
 
==== IT Operations Management ====
*see ITIL Processes, [[IT Operations Management|IT Operations Management - ITIL V3]]
 
==== IT Operations Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|IT Operations Manager - ITIL V3]]
 
==== IT Operator ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|IT Operator - ITIL V3]]
 
==== IT Security Management ====
*see ITIL Processes, [[IT Security Management|IT Security Management - ITIL V3]]
 
==== IT Security Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|IT Security Manager - ITIL V3]]
 
==== IT Service Continuity Management ====
*see ITIL Processes,
**[[IT Service Continuity Management|IT Service Continuity Management - ITIL V3]]
**[[IT Service Continuity Management - ITIL V2]]
 
==== IT Service Continuity Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|IT Service Continuity Manager]]
 
====IT Service Continuity Plan====
* A plan containing the steps required to recover one or more IT Services in the event of a desaster.
* The plan also defines the basic conditions under which it applies, as well as communication mechanisms.
* The IT Service Continuity Plan should be part of a desaster plan for the whole business.
 
== J ==
 
 
== K ==
 
====Knowledge Management====
*see ITIL Processes, [[Knowledge Management|Knowledge Management - ITIL V3]]
 
====Knowledge Manager====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Knowledge Manager - ITIL V3]]
 
====Known Error====
* A Known Error that has a documented Root Cause and a Workaround.  
* Known Errors are compiled by Problem Control and fall within the area of responsibility of the Error Control Process.  
* Known Errors may also be identified by application development or suppliers/ manufacturers.
 
== L ==
 
 
== M ==
 
==== Major Incident Team ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|Major Incident Team - ITIL V3]]
 
== N ==
 
 
== O ==
 
====Operational Level Agreement (OLA)====
* An agreement between an IT Service Provider and another part of the same business that provides Services to it.
* For example there could be an OLA with a facilities department to provide air conditioning, or with the procurement department to obtain hardware in agreed times.
* An OLA may also be agreed between two parties of the same IT Service Provider, for example between the Service Desk and a Support Group.
 
== P ==
 
==== Problem Management ====
*see ITIL Processes,
**[[Problem Management|Problem Management - ITIL V3]]
**[[Problem Management - ITIL V2]]
 
====Problem Management Report====
* A regular report compiled by the Problem Manager with statistical information on the Problem Management Process (number of documented Problems, compiled RFCs, implemented Changes, ...), IT component quality, as well as measures for the elimination of larger, outstanding Problems.
 
==== Problem Manager ====
*see Roles within ITIL, [[Roles within ITIL#Problem Manager|Problem Manager]]
 
====Problem Record====
* A set of data with all the details pertaining to a Problem; it documents the history of a Problem from first appearance to resolution.
* A Problem is defined as the cause of one or more Incidents.
 
====Projected Service Availability (PSA)====
* A Document that identifies the effect of planned Changes on agreed Service Levels, based on the Forward Schedule of Change (FSC).
 
====Project Management (Transition Planning and Support)====
*see ITIL Processes, [[Project Management - Transition Planning and Support|Project Management (Transition Planning and Support) - ITIL V3]]
 
====Project Manager====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Project Manager - ITIL V3]]
 
== Q ==
 
 
== R ==
 
==== Release and Deployment Management ====
*see ITIL Processes,
** [[Release and Deployment Management|Release and Deployment Management - ITIL V3]]
 
==== Release Management ====
*see ITIL Processes,
** [[Release and Deployment Management|Release and Deployment Management - ITIL V3]]
** [[Release Management|Release Management - ITIL V2]]
 
==== Release Manager ====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Release Manager]]
 
====Release Plan====
* A Document that embraces all Releases in line for rollout and their planned implementation dates.
* A Release is defined as a collection of hardware, software, documentation, processes or other components required to implement one or more approved Changes to IT Services. The contents of each Release are managed and tested as a unit, and deployed as a single entity.
 
====Request for Change (RFC)====
* A formal request for a Change to be implemented. An RFC includes details of the proposed Change, and may be recorded on paper or electronically.
* The term RFC is often misused to mean a Change Record, or the Change in itself.
 
==== Request Fulfilment ====
*see ITIL Processes, [[Request Fulfilment|Request Fulfilment - ITIL V3]]
 
==== Risk Management ====
*see ITIL Processes, [[Risk Management|Risk Management - ITIL V3]]
 
==== Risk Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Risk Manager - ITIL V3]]
 
== S ==
 
==== Service Asset and Configuration Management ====
*see ITIL Processes, [[Service Asset and Configuration Management|Service Asset and Configuration Management - ITIL V3]]
 
====Service Catalogue====
* A document containing all IT Services, with summary information about their SLAs and clients.
* The Service Catalogue is created and maintained by Service Level Management and is used as a reference by all IT Service Management Processes.
 
==== Service Catalogue Management ====
*see ITIL Processes, [[Service Catalogue Management|Service Catalogue Management - ITIL V3]]
 
==== Service Catalogue Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Service Catalogue Manager]]
 
==== Service Delivery ====
*see ITIL Processes, [[ITIL Processes#Service Delivery|Service Delivery - ITIL V2]]
 
==== Service Design ====
*see ITIL Processes, [[ITIL V3 Service Design|Service Design - ITIL V3]]
 
==== Service Design Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Service Design Manager]]
 
==== Service Desk ====
*see ITIL Processes,
** [[Incident Management|Incident Management - ITIL V3]]
** [[Service Desk and Incident Management|Service Desk and Incident Management - ITIL V2]]
 
====Service Improvement Program (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.
 
====Service Level Agreement (SLA)====
* An Agreement between an IT Service Provider and a client.
* The SLA describes the IT Service, documents Service Level objectives, and specifies the responsibilities of the IT Service Provider and the client.
* A single SLA may cover multiple IT Services for multiple customers.
 
==== Service Level Management ====
*see ITIL Processes,
**[[Service Level Management|Service Level Management - ITIL V3]]
**[[Service Level Management - ITIL V2]]
 
==== Service Level Manager ====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Service Level Manager]]
 
====Service Level Report====
* A report provided to customers at pre- determined times defined in the SLAs.
* The Service Level Report serves to compare the agreed Service Levels and the Service Levels actually measured.
* It also includes information on the usage of IT Services and Trend-Analyses.
 
====Service Level Requirements (SLR)====
* A requirement from the client-side for an aspect of an IT Service.
* SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets.
 
==== Service Operation ====
*see ITIL Processes, [[ITIL V3 Service Operation|Service Operation - ITIL V3]]


==== Service Owner ====
==<span id="top-itil-glossary">All ITIL Terms<span>==
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Service Owner]]


====Service Quality Plan (SQP)====
Please click on one of the terms to see its definition:
* 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.


==== Service Request Fulfilment Group ====
====[[ITIL_Glossary/_ITIL_Terms_1-9|1-9]]====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|Service Request Fulfilment Group - ITIL V3]]
* [[ITIL_Glossary/_ITIL_Terms_1-9#1st Level Correlation|1st Level Correlation]]
* [[ITIL_Glossary/_ITIL_Terms_1-9#1st Level Support|1st Level Support]]
* [[ITIL_Glossary/_ITIL_Terms_1-9#2nd Level Correlation|2nd Level Correlation]]
* [[ITIL_Glossary/_ITIL_Terms_1-9#2nd Level Support|2nd Level Support]]
* [[ITIL_Glossary/_ITIL_Terms_1-9#3rd Level Support|3rd Level Support]]
* [[ITIL_Glossary/_ITIL_Terms_1-9#7-Step Improvement Guideline|7-Step Improvement Guideline]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


====Service Specification Sheet====
====[[ITIL_Glossary/_ITIL_Terms_A|A]]====
* The Service Specification Sheets lays out in detail how the customer requirements can be fulfilled from the viewpoint of the IT Organisation.
* [[ITIL_Glossary/_ITIL_Terms_A#Acceptance Test|Acceptance Test]]
* 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 Organisation or from external Service Suppliers).
* [[ITIL_Glossary/_ITIL_Terms_A#Access Management|Access Management]]
* This document may also list further consequences related to the provision of the IT Service, such as required resources and skills.
* [[ITIL_Glossary/_ITIL_Terms_A#Access Manager|Access Manager]]
* [[ITIL_Glossary/_ITIL_Terms_A#Access Rights|Access Rights]]
* [[ITIL_Glossary/_ITIL_Terms_A#Application Developer|Application Developer]]
* [[ITIL_Glossary/_ITIL_Terms_A#Application Development|Application Development]]
* [[ITIL_Glossary/_ITIL_Terms_A#Application Framework|Application Framework]]
* [[ITIL_Glossary/_ITIL_Terms_A#Application Management|Application Management]]
* [[ITIL_Glossary/_ITIL_Terms_A#Application Manager|Application Manager]]
* [[ITIL_Glossary/_ITIL_Terms_A#Applications Analyst|Applications Analyst]]
* [[ITIL_Glossary/_ITIL_Terms_A#Architecture Management|Architecture Management]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Design Guidelines|Availability Design Guidelines]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Guidelines for the Service Desk|Availability Guidelines for the Service Desk]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Improvement Plan|Availability Improvement Plan]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability/ ITSCM/ Security Testing Schedule|Availability/ ITSCM/ Security Testing Schedule]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Management|Availability Management]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Management Information System|Availability Management Information System]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Manager|Availability Manager]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Monitoring|Availability Monitoring]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Plan|Availability Plan]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Report|Availability Report]]
* [[ITIL_Glossary/_ITIL_Terms_A#Availability Test|Availability Test]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Service Strategy ====
====[[ITIL_Glossary/_ITIL_Terms_B|B]]====
*see ITIL Processes, [[ITIL Processes#Service Strategy|Service Strategy - ITIL V3]]
* [[ITIL_Glossary/_ITIL_Terms_B#Baseline|Baseline]]
* [[ITIL_Glossary/_ITIL_Terms_B#Budget Allocation|Budget Allocation]]
* [[ITIL_Glossary/_ITIL_Terms_B#Budget Request|Budget Request]]
* [[ITIL_Glossary/_ITIL_Terms_B#Business Capacity Management|Business Capacity Management]]
* [[ITIL_Glossary/_ITIL_Terms_B#Business Continuity Strategy|Business Continuity Strategy]]
* [[ITIL_Glossary/_ITIL_Terms_B#Business Impact and Risk Analysis|Business Impact and Risk Analysis]]
* [[ITIL_Glossary/_ITIL_Terms_B#Business Planning Information|Business Planning Information]]
* [[ITIL_Glossary/_ITIL_Terms_B#Business Relationship Management|Business Relationship Management]]
* [[ITIL_Glossary/_ITIL_Terms_B#Business Relationship Manager|Business Relationship Manager]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Service Support ====
====[[ITIL_Glossary/_ITIL_Terms_C|C]]====
*see ITIL Processes, [[ITIL Processes#Service Support|Service Support - ITIL V2]]
* [[ITIL_Glossary/_ITIL_Terms_C#CAB|CAB]]
* [[ITIL_Glossary/_ITIL_Terms_C#CAB Agenda Template|CAB Agenda Template]]
* [[ITIL_Glossary/_ITIL_Terms_C#Capacity Forecast|Capacity Forecast]]
* [[ITIL_Glossary/_ITIL_Terms_C#Capacity Management|Capacity Management]]
* [[ITIL_Glossary/_ITIL_Terms_C#Capacity Management Information System|Capacity Management Information System]]
* [[ITIL_Glossary/_ITIL_Terms_C#Capacity Manager|Capacity Manager]]
* [[ITIL_Glossary/_ITIL_Terms_C#Capacity Plan|Capacity Plan]]
* [[ITIL_Glossary/_ITIL_Terms_C#Capacity Report|Capacity Report]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change|Change]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Advisory Board (CAB)|Change Advisory Board (CAB)]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Build phase|Change Build phase]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Classification|Change Classification]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Deployment phase|Change Deployment phase]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Evaluation|Change Evaluation]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Evaluation Report|Change Evaluation Report]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Management|Change Management]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Management Policy|Change Management Policy]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Manager|Change Manager]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Model|Change Model]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Owner|Change Owner]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Proposal|Change Proposal]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Record|Change Record]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Request to CMS Structure|Change Request to CMS Structure]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Request to Enterprise Architecture|Change Request to Enterprise Architecture]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Request to Process Architecture|Change Request to Process Architecture]]
* [[ITIL_Glossary/_ITIL_Terms_C#Change Schedule|Change Schedule]]
* [[ITIL_Glossary/_ITIL_Terms_C#CI (Configuration Item)|CI (Configuration Item)]]
* [[ITIL_Glossary/_ITIL_Terms_C#CI Status Monitoring Report|CI Status Monitoring Report]]
* [[ITIL_Glossary/_ITIL_Terms_C#Client (Contract Partner)|Client (Contract Partner)]]
* [[ITIL_Glossary/_ITIL_Terms_C#CMDB|CMDB]]
* [[ITIL_Glossary/_ITIL_Terms_C#CMDB Audit Protocol|CMDB Audit Protocol]]
* [[ITIL_Glossary/_ITIL_Terms_C#CMS/ CMDB|CMS/ CMDB]]
* [[ITIL_Glossary/_ITIL_Terms_C#CMS Change Policy|CMS Change Policy]]
* [[ITIL_Glossary/_ITIL_Terms_C#Complaint Status Information|Complaint Status Information]]
* [[ITIL_Glossary/_ITIL_Terms_C#Complaints and Compliments|Complaints and Compliments]]
* [[ITIL_Glossary/_ITIL_Terms_C#Complaints Log|Complaints Log]]
* [[ITIL_Glossary/_ITIL_Terms_C#Compliance Management|Compliance Management]]
* [[ITIL_Glossary/_ITIL_Terms_C#Compliance Manager|Compliance Manager]]
* [[ITIL_Glossary/_ITIL_Terms_C#Compliance Register|Compliance Register]]
* [[ITIL_Glossary/_ITIL_Terms_C#Compliance Review|Compliance Review]]
* [[ITIL_Glossary/_ITIL_Terms_C#Component Capacity Management|Component Capacity Management]]
* [[ITIL_Glossary/_ITIL_Terms_C#Config Management Database (CMDB)|Config Management Database (CMDB)]]
* [[ITIL_Glossary/_ITIL_Terms_C#Configuration Audit|Configuration Audit]]
* [[ITIL_Glossary/_ITIL_Terms_C#Configuration Audit Report|Configuration Audit Report]]
* [[ITIL_Glossary/_ITIL_Terms_C#Configuration Control|Configuration Control]]
* [[ITIL_Glossary/_ITIL_Terms_C#Configuration Identification|Configuration Identification]]
* [[ITIL_Glossary/_ITIL_Terms_C#Configuration Management|Configuration Management]]
* [[ITIL_Glossary/_ITIL_Terms_C#Configuration Manager|Configuration Manager]]
* [[ITIL_Glossary/_ITIL_Terms_C#Continual Service Improvement (CSI)|Continual Service Improvement (CSI)]]
* [[ITIL_Glossary/_ITIL_Terms_C#Cost Data for Service Provisioning|Cost Data for Service Provisioning]]
* [[ITIL_Glossary/_ITIL_Terms_C#CSI|CSI]]
* [[ITIL_Glossary/_ITIL_Terms_C#CSI Initiative|CSI Initiative]]
* [[ITIL_Glossary/_ITIL_Terms_C#CSI Monitoring|CSI Monitoring]]
* [[ITIL_Glossary/_ITIL_Terms_C#CSI Register|CSI Register]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer|Customer]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Agreement Portfolio|Customer Agreement Portfolio]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Complaint|Customer Complaint]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Portfolio|Customer Portfolio]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Satisfaction Survey|Customer Satisfaction Survey]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Evaluation|Customer Survey Evaluation]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Questionnaire|Customer Survey Questionnaire]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Response|Customer Survey Response]]
* [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Response|Customer Survey Response]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Service Transition ====
====[[ITIL_Glossary/_ITIL_Terms_D|D]]====
*see ITIL Processes, [[ITIL V3 Service Transition|Service Transition - ITIL V3]]
* [[ITIL_Glossary/_ITIL_Terms_D#Data for Project Plan Update|Data for Project Plan Update]]
* [[ITIL_Glossary/_ITIL_Terms_D#Definition of Improvement Initiatives|Definition of Improvement Initiatives]]
* [[ITIL_Glossary/_ITIL_Terms_D#Definitive Media Library (DML)|Definitive Media Library (DML)]]
* [[ITIL_Glossary/_ITIL_Terms_D#Definitive Software Library (DSL)|Definitive Software Library (DSL)]]
* [[ITIL_Glossary/_ITIL_Terms_D#Demand  Management|Demand  Management]]
* [[ITIL_Glossary/_ITIL_Terms_D#Demand Manager|Demand Manager]]
* [[ITIL_Glossary/_ITIL_Terms_D#Design Coordination|Design Coordination]]
* [[ITIL_Glossary/_ITIL_Terms_D#Desired Service Outcomes|Desired Service Outcomes]]
* [[ITIL_Glossary/_ITIL_Terms_D#Development/ Installation QA Documentation|Development/ Installation QA Documentation]]
* [[ITIL_Glossary/_ITIL_Terms_D#Development Work Order|Development Work Order]]
* [[ITIL_Glossary/_ITIL_Terms_D#Disaster Practice|Disaster Practice]]
* [[ITIL_Glossary/_ITIL_Terms_D#Disaster Recovery Invocation Guideline|Disaster Recovery Invocation Guideline]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Service Validation and Testing ====
====[[ITIL_Glossary/_ITIL_Terms_E|E]]====
*see ITIL Processes, [[Service Validation and Testing|Service Validation and Testing - ITIL V3]]
* [[ITIL_Glossary/_ITIL_Terms_E#Emergency Change|Emergency Change]]
* [[ITIL_Glossary/_ITIL_Terms_E#Emergency Change Advisory Board (ECAB)|Emergency Change Advisory Board (ECAB)]]
* [[ITIL_Glossary/_ITIL_Terms_E#Emergency Committee (EC)|Emergency Committee (EC)]]
* [[ITIL_Glossary/_ITIL_Terms_E#Emergency Plan|Emergency Plan]]
* [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architect|Enterprise Architect]]
* [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architecture (EA)|Enterprise Architecture (EA)]]
* [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Policies and Regulations|Enterprise Policies and Regulations]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Categorization Scheme|Event Categorization Scheme]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Filtering and Correlation Rules|Event Filtering and Correlation Rules]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Management|Event Management]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Manager|Event Manager]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Monitoring|Event Monitoring]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Record|Event Record]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Review|Event Review]]
* [[ITIL_Glossary/_ITIL_Terms_E#Event Trends and Patterns|Event Trends and Patterns]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Supplier Management ====
====[[ITIL_Glossary/_ITIL_Terms_F|F]]====
*see ITIL Processes, [[Supplier Management|Supplier Management - ITIL V3]]
* [[ITIL_Glossary/_ITIL_Terms_F#Facilities Management|Facilities Management]]
* [[ITIL_Glossary/_ITIL_Terms_F#Facilities Manager|Facilities Manager]]
* [[ITIL_Glossary/_ITIL_Terms_F#Financial Analysis|Financial Analysis]]
* [[ITIL_Glossary/_ITIL_Terms_F#Financial Data Categories|Financial Data Categories]]
* [[ITIL_Glossary/_ITIL_Terms_F#Financial Management|Financial Management]]
* [[ITIL_Glossary/_ITIL_Terms_F#Financial Management for IT Services|Financial Management for IT Services]]
* [[ITIL_Glossary/_ITIL_Terms_F#Financial Manager|Financial Manager]]
* [[ITIL_Glossary/_ITIL_Terms_F#Financial Planning|Financial Planning]]
* [[ITIL_Glossary/_ITIL_Terms_F#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]]
* [[ITIL_Glossary/_ITIL_Terms_F#FSC|FSC]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Supplier Manager ====
====[[ITIL_Glossary/_ITIL_Terms_I|I]]====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Supplier Manager]]
* [[ITIL_Glossary/_ITIL_Terms_I#Improvement Initiative|Improvement Initiative]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident|Incident]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Categorization|Incident Categorization]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Closure|Incident Closure]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Escalation Rules|Incident Escalation Rules]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Management|Incident Management]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Management Report|Incident Management Report]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Manager|Incident Manager]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Model|Incident Model]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Monitoring|Incident Monitoring]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Prioritization Guideline|Incident Prioritization Guideline]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Record|Incident Record]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Report|Incident Report]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Resolution|Incident Resolution]]
* [[ITIL_Glossary/_ITIL_Terms_I#Incident Status Information|Incident Status Information]]
* [[ITIL_Glossary/_ITIL_Terms_I#Index of Disaster-Relevant Information|Index of Disaster-Relevant Information]]
* [[ITIL_Glossary/_ITIL_Terms_I#Indirect Cost Allocation Table|Indirect Cost Allocation Table]]
* [[ITIL_Glossary/_ITIL_Terms_I#Information Security Management|Information Security Management]]
* [[ITIL_Glossary/_ITIL_Terms_I#Information Security Manager|Information Security Manager]]
* [[ITIL_Glossary/_ITIL_Terms_I#Information Security Policy|Information Security Policy]]
* [[ITIL_Glossary/_ITIL_Terms_I#Information Security Report|Information Security Report]]
* [[ITIL_Glossary/_ITIL_Terms_I#Installation Work Order|Installation Work Order]]
* [[ITIL_Glossary/_ITIL_Terms_I#Invoice|Invoice]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Budget|IT Budget]]
* [[ITIL_Glossary/_ITIL_Terms_I#ITC Infrastructure Manager|ITC Infrastructure Manager]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Facilities Management|IT Facilities Management]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Operations Control|IT Operations Control]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Operations Management|IT Operations Management]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Operations Manager|IT Operations Manager]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Operator|IT Operator]]
* [[ITIL_Glossary/_ITIL_Terms_I#ITSCM|ITSCM]]
* [[ITIL_Glossary/_ITIL_Terms_I#ITSCM Review|ITSCM Review]]
* [[ITIL_Glossary/_ITIL_Terms_I#ITSCM Risk Analysis|ITSCM Risk Analysis]]
* [[ITIL_Glossary/_ITIL_Terms_I#ITSCM Test|ITSCM Test]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Management|IT Service Continuity Management]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Manager|IT Service Continuity Manager]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Plan|IT Service Continuity Plan]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Report|IT Service Continuity Report]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Plan|IT Service Continuity Plan]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Strategy|IT Service Continuity Strategy]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Service Management|IT Service Management]]
* [[ITIL_Glossary/_ITIL_Terms_I#IT Steering Group (ISG)|IT Steering Group (ISG)]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


====Support Knowledge Base====
====[[ITIL_Glossary/_ITIL_Terms_K|K]]====
* A Database containing information about Incidents, Problems and Known Errors.
* [[ITIL_Glossary/_ITIL_Terms_K#Key Performance Indicator (KPI)|Key Performance Indicator (KPI)]]
* 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_Glossary/_ITIL_Terms_K#Knowledge Management|Knowledge Management]]
* [[ITIL_Glossary/_ITIL_Terms_K#Knowledge Manager|Knowledge Manager]]
* [[ITIL_Glossary/_ITIL_Terms_K#Known Error|Known Error]]
* [[ITIL_Glossary/_ITIL_Terms_K#Known Error Database|Known Error Database]]
* [[ITIL_Glossary/_ITIL_Terms_K#KPI Target Value|KPI Target Value]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


== T ==
====[[ITIL_Glossary/_ITIL_Terms_M|M]]====
* [[ITIL_Glossary/_ITIL_Terms_M#Maintenance Plan/ SOP|Maintenance Plan/ SOP]]
* [[ITIL_Glossary/_ITIL_Terms_M#Major Incident Review|Major Incident Review]]
* [[ITIL_Glossary/_ITIL_Terms_M#Major Incident Team|Major Incident Team]]
* [[ITIL_Glossary/_ITIL_Terms_M#Major Problem Review|Major Problem Review]]
* [[ITIL_Glossary/_ITIL_Terms_M#Minor Change|Minor Change]]
* [[ITIL_Glossary/_ITIL_Terms_M#Monitoring of CSI Initiatives|Monitoring of CSI Initiatives]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Technical Analyst/ Architect ====
====[[ITIL_Glossary/_ITIL_Terms_N|N]]====
see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles within Service Design|Technical Analyst/ Architect]]
* [[ITIL_Glossary/_ITIL_Terms_N#Notification of Service Failure|Notification of Service Failure]]
<p>&nbsp;</p>


==== Test Manager ====
====[[ITIL_Glossary/_ITIL_Terms_O|O]]====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles and boards within Service Transition|Test Manager - ITIL V3]]
* [[ITIL_Glossary/_ITIL_Terms_O#OLA|OLA]]
* [[ITIL_Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)|Operational Level Agreement (OLA)]]
* [[ITIL_Glossary/_ITIL_Terms_O#Operations Manager|Operations Manager]]
* [[ITIL_Glossary/_ITIL_Terms_O#Operator|Operator]]
* [[ITIL_Glossary/_ITIL_Terms_O#Outline of Service Requirements|Outline of Service Requirements]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== Test and QS Manager ====
====[[ITIL_Glossary/_ITIL_Terms_P|P]]====
*see Roles within ITIL, [[Roles within ITIL#Test and QS Manager|Test and QS Manager - ITIL V2]]
* [[ITIL_Glossary/_ITIL_Terms_P#Pattern of Business Activity (PBA)|Pattern of Business Activity (PBA)]]
* [[ITIL_Glossary/_ITIL_Terms_P#PIR|PIR]]
* [[ITIL_Glossary/_ITIL_Terms_P#Post Implementation Review (PIR)|Post Implementation Review (PIR)]]
* [[ITIL_Glossary/_ITIL_Terms_P#Pro-Active User Information|Pro-Active User Information]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem|Problem]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Categorization|Problem Categorization]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Closure|Problem Closure]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Identification|Problem Identification]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Management|Problem Management]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Management Report|Problem Management Report]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Manager|Problem Manager]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Priority|Problem Priority]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Record|Problem Record]]
* [[ITIL_Glossary/_ITIL_Terms_P#Problem Report|Problem Report]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process and Asset Valuation|Process and Asset Valuation]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Architect|Process Architect]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Architecture|Process Architecture]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Area|Process Area]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Assessment Guideline|Process Assessment Guideline]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Audit|Process Audit]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Benchmarking|Process Benchmarking]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Design|Process Design]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Evaluation|Process Evaluation]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Evaluation Program|Process Evaluation Program]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Evaluation Report|Process Evaluation Report]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Maturity Assessment|Process Maturity Assessment]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Metric (KPI)|Process Metric (KPI)]]
* [[ITIL_Glossary/_ITIL_Terms_P#Process Owner|Process Owner]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Charter|Project Charter]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Control|Project Control]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Coordination|Project Coordination]]
* [[ITIL_Glossary/_ITIL_Terms_P#Projected Service Availability (PSA)|Projected Service Availability (PSA)]]
* [[ITIL_Glossary/_ITIL_Terms_P#Projected Service Outage (PSO)|Projected Service Outage (PSO)]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project History Log|Project History Log]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Management (Transition Planning and Support)|Project Management (Transition Planning and Support)]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Manager|Project Manager]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Plan (Service Transition Plan)|Project Plan (Service Transition Plan)]]
* [[ITIL_Glossary/_ITIL_Terms_P#Project Portfolio Status Report|Project Portfolio Status Report]]
* [[ITIL_Glossary/_ITIL_Terms_P#Purchase Order|Purchase Order]]
* [[ITIL_Glossary/_ITIL_Terms_P#Purchase Request|Purchase Request]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


== U ==
====[[ITIL_Glossary/_ITIL_Terms_R|R]]====
* [[ITIL_Glossary/_ITIL_Terms_R#Recovery Plan|Recovery Plan]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release|Release]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Build|Release Build]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Component|Release Component]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Deployment|Release Deployment]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release and Deployment Management|Release and Deployment Management]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Management|Release Management]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Manager|Release Manager]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Package|Release Package]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Plan|Release Plan]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Planning|Release Planning]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Policy|Release Policy]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Record|Release Record]]
* [[ITIL_Glossary/_ITIL_Terms_R#Release Unit|Release Unit]]
* [[ITIL_Glossary/_ITIL_Terms_R#Request Categorization|Request Categorization]]
* [[ITIL_Glossary/_ITIL_Terms_R#Request for Access Rights|Request for Access Rights]]
* [[ITIL_Glossary/_ITIL_Terms_R#Request for Change (RFC)|Request for Change (RFC)]]
* [[ITIL_Glossary/_ITIL_Terms_R#Request for Service|Request for Service]]
* [[ITIL_Glossary/_ITIL_Terms_R#Request Fulfilment|Request Fulfilment]]
* [[ITIL_Glossary/_ITIL_Terms_R#Required Modifications to Service Catalogue|Required Modifications to Service Catalogue]]
* [[ITIL_Glossary/_ITIL_Terms_R#Required Modifications to UCs|Required Modifications to UCs]]
* [[ITIL_Glossary/_ITIL_Terms_R#RFC|RFC]]
* [[ITIL_Glossary/_ITIL_Terms_R#RFC Template|RFC Template]]
* [[ITIL_Glossary/_ITIL_Terms_R#RFC Assessment Guideline|RFC Assessment Guideline]]
* [[ITIL_Glossary/_ITIL_Terms_R#RFC Template|RFC Template]]
* [[ITIL_Glossary/_ITIL_Terms_R#Risk Analysis|Risk Analysis]]
* [[ITIL_Glossary/_ITIL_Terms_R#Risk Management|Risk Management]]
* [[ITIL_Glossary/_ITIL_Terms_R#Risk Management Policy|Risk Management Policy]]
* [[ITIL_Glossary/_ITIL_Terms_R#Risk Manager|Risk Manager]]
* [[ITIL_Glossary/_ITIL_Terms_R#Risk Monitoring|Risk Monitoring]]
* [[ITIL_Glossary/_ITIL_Terms_R#Risk Register|Risk Register]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


====Underpinning Contract (UC)====
====[[ITIL_Glossary/_ITIL_Terms_S|S]]====
* A contract with an external Third Party or outside company that supports delivery of an IT Service by the IT Service Provider to a client.
* [[ITIL_Glossary/_ITIL_Terms_S#SDP|SDP]]
* The Third Party provides goods or Services that are required by the IT Service Provider, in order to meet agreed Service Levels with their Customers.
* [[ITIL_Glossary/_ITIL_Terms_S#Security Advisories|Security Advisories]]
* [[ITIL_Glossary/_ITIL_Terms_S#Security Alert|Security Alert]]
* [[ITIL_Glossary/_ITIL_Terms_S#Security Controls|Security Controls]]
* [[ITIL_Glossary/_ITIL_Terms_S#Security Incident|Security Incident]]
* [[ITIL_Glossary/_ITIL_Terms_S#Security Management Information System|Security Management Information System]]
* [[ITIL_Glossary/_ITIL_Terms_S#Security Review|Security Review]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service|Service]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Acceptance Criteria (SAC)|Service Acceptance Criteria (SAC)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Activation|Service Activation]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Architecture|Service Architecture]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Asset and Configuration Management|Service Asset and Configuration Management]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Assessment|Service Assessment]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Capacity Management|Service Capacity Management]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Catalogue|Service Catalogue]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Catalogue Management|Service Catalogue Management]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Catalogue Manager|Service Catalogue Manager]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Charter|Service Charter]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Definition|Service Definition]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Delivery|Service Delivery]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Design|Service Design]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Design Manager|Service Design Manager]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Design Package (SDP)|Service Design Package (SDP)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Design Planning|Service Design Planning]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Design Policy|Service Design Policy]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Design Review|Service Design Review]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Desk|Service Desk]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP)|Service Improvement Plan (SIP)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Knowledge Management System (SKMS)|Service Knowledge Management System (SKMS)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Level Agreement (SLA)|Service Level Agreement (SLA)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Level Management|Service Level Management]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Level Manager|Service Level Manager]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Level Report|Service Level Report]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Level Requirements (SLR)|Service Level Requirements (SLR)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Management System|Service Management System]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Model|Service Model]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Operation|Service Operation]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Owner|Service Owner]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio|Service Portfolio]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio Management|Service Portfolio Management]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio Management Review|Service Portfolio Management Review]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio Manager|Service Portfolio Manager]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Quality Plan (SQP)|Service Quality Plan (SQP)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Request|Service Request]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Request Fulfilment Group|Service Request Fulfilment Group]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Request Model|Service Request Model]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Request Record|Service Request Record]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Request Status Information|Service Request Status Information]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Requirements|Service Requirements]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Review|Service Review]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Review Report|Service Review Report]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Specification Sheet|Service Specification Sheet]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy|Service Strategy]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy Definition|Service Strategy Definition]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy Plan|Service Strategy Plan]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy Manager|Service Strategy Manager]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Support|Service Support]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Transition|Service Transition]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Transition Plan|Service Transition Plan]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service User|Service User]]
* [[ITIL_Glossary/_ITIL_Terms_S#Service Validation and Testing|Service Validation and Testing]]
* [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]]
* [[ITIL_Glossary/_ITIL_Terms_S#SIP|SIP]]
* [[ITIL_Glossary/_ITIL_Terms_S#Skills Inventory|Skills Inventory]]
* [[ITIL_Glossary/_ITIL_Terms_S#SLA|SLA]]
* [[ITIL_Glossary/_ITIL_Terms_S#SLA Review|SLA Review]]
* [[ITIL_Glossary/_ITIL_Terms_S#SLM|SLM]]
* [[ITIL_Glossary/_ITIL_Terms_S#SLM Document Templates|SLM Document Templates]]
* [[ITIL_Glossary/_ITIL_Terms_S#SLM Framework|SLM Framework]]
* [[ITIL_Glossary/_ITIL_Terms_S#SLR|SLR]]
* [[ITIL_Glossary/_ITIL_Terms_S#SQP|SQP]]
* [[ITIL_Glossary/_ITIL_Terms_S#Standard Terms and Conditions|Standard Terms and Conditions]]
* [[ITIL_Glossary/_ITIL_Terms_S#Status Inquiry|Status Inquiry]]
* [[ITIL_Glossary/_ITIL_Terms_S#Strategic Action Plan|Strategic Action Plan]]
* [[ITIL_Glossary/_ITIL_Terms_S#Strategic Service Assessment|Strategic Service Assessment]]
* [[ITIL_Glossary/_ITIL_Terms_S#Strategy Management for IT Services|Strategy Management for IT Services]]
* [[ITIL_Glossary/_ITIL_Terms_S#Suggested new Known Error|Suggested new Known Error]]
* [[ITIL_Glossary/_ITIL_Terms_S#Suggested new Problem|Suggested new Problem]]
* [[ITIL_Glossary/_ITIL_Terms_S#Suggested new Workaround|Suggested new Workaround]]
* [[ITIL_Glossary/_ITIL_Terms_S#Suggested Process Improvement|Suggested Process Improvement]]
* [[ITIL_Glossary/_ITIL_Terms_S#Suggested Service Improvement|Suggested Service Improvement]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier and Contract Database (SCD)|Supplier and Contract Database (SCD)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier and Contract Review|Supplier and Contract Review]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier Evaluation|Supplier Evaluation]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier Management|Supplier Management]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier Management Framework|Supplier Management Framework]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier Manager|Supplier Manager]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier Service Level Report|Supplier Service Level Report]]
* [[ITIL_Glossary/_ITIL_Terms_S#Supplier Strategy|Supplier Strategy]]
* [[ITIL_Glossary/_ITIL_Terms_S#Support Knowledge Base|Support Knowledge Base]]
* [[ITIL_Glossary/_ITIL_Terms_S#Support Request|Support Request]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


==== User ====
====[[ITIL_Glossary/_ITIL_Terms_T|T]]====
*see Roles within ITIL, [[Roles within ITIL V3#ITIL V3 roles outside the IT organization|User]]
* [[ITIL_Glossary/_ITIL_Terms_T#Technical/ Administration Manual|Technical/ Administration Manual]]
* [[ITIL_Glossary/_ITIL_Terms_T#Technical Analyst|Technical Analyst]]
* [[ITIL_Glossary/_ITIL_Terms_T#Technical Management|Technical Management]]
* [[ITIL_Glossary/_ITIL_Terms_T#Test and QS Manager|Test and QS Manager]]
* [[ITIL_Glossary/_ITIL_Terms_T#Test Manager|Test Manager]]
* [[ITIL_Glossary/_ITIL_Terms_T#Test Model|Test Model]]
* [[ITIL_Glossary/_ITIL_Terms_T#Test Report|Test Report]]
* [[ITIL_Glossary/_ITIL_Terms_T#Transition Planning and Support|Transition Planning and Support]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


== V ==
====[[ITIL_Glossary/_ITIL_Terms_U|U]]====
* [[ITIL_Glossary/_ITIL_Terms_U#UC|UC]]
* [[ITIL_Glossary/_ITIL_Terms_U#Underpinning Contract (UC)|Underpinning Contract (UC)]]
* [[ITIL_Glossary/_ITIL_Terms_U#Underpinning Information Security Policy|Underpinning Information Security Policy]]
* [[ITIL_Glossary/_ITIL_Terms_U#User|User]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Escalation|User Escalation]]
* [[ITIL_Glossary/_ITIL_Terms_U#User FAQs|User FAQs]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Identity Record|User Identity Record]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Identity Request|User Identity Request]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Manual|User Manual]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Role|User Role]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Role Access Profile|User Role Access Profile]]
* [[ITIL_Glossary/_ITIL_Terms_U#User Role Requirements|User Role Requirements]]
<div align="right">[[ITIL Glossary#top-itil-glossary|[top]]]</div>


====[[ITIL_Glossary/_ITIL_Terms_W|W]]====
* [[ITIL_Glossary/_ITIL_Terms_W#Workaround|Workaround]]


== W ==
<p>&nbsp;</p>


====Workaround====
----
* A Workaround serves to reduce or avoid the effects of an Incident or Problem for which a full Resolution is not yet available, for example by restarting a failed Configuration Item.
<span id="ITIL">Notes</span>
* Workarounds for Problems are documented in Known Error Records.
* Workarounds for Incidents that do not have associated Problems are documented in the Incident Record.


== X ==
[1] ITIL&reg; is a Registered Trade Mark of AXELOS Limited. &mdash; IT Infrastructure Library&reg; is a Registered Trade Mark of AXELOS Limited.


[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the [https://www.axelos.com/glossaries-of-terms AXELOS web site].


== Y ==
<html>By:&#160;&#160;Stefan Kempter&#160;<a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>&#160;&#160;and&#160;&#160;Andrea Kempter&#160;<a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</html>


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== Z ==
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Latest revision as of 11:54, 30 May 2019

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ITIL Glossary A-Z

ITIL Glossar
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

A

B

C

D

E

F

I

K

M

N

 

O

P

R

S

T

U

W

 

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 Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.

ITIL Wiki › ITIL Glossary › ITIL Glossary: All Terms A-Z

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