ITIL Glossary/ ITIL Terms C: Difference between revisions
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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> </p> | <p> </p> | ||
<p><span id="top"> </span></p> | <p><span id="top-c"> </span></p> | ||
==ITIL Terms | ===ITIL Terms beginning with <big>C</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> | ||
* [[#CAB|CAB]] | *[[#CAB|CAB]] | ||
* [[#CAB Agenda Template|CAB Agenda Template]] | *[[#CAB Agenda Template|CAB Agenda Template]] | ||
* [[#Capacity Forecast|Capacity Forecast]] | *[[#Capacity Forecast|Capacity Forecast]] | ||
* [[#Capacity Management|Capacity Management]] | *[[#Capacity Management|Capacity Management]] | ||
* [[#Capacity Management Information System|Capacity Management Information System]] | *[[#Capacity Management Information System|Capacity Management Information System]] | ||
* [[#Capacity Manager|Capacity Manager]] | *[[#Capacity Manager|Capacity Manager]] | ||
* [[#Capacity Plan|Capacity Plan]] | *[[#Capacity Plan|Capacity Plan]] | ||
* [[#Capacity Report|Capacity Report]] | *[[#Capacity Report|Capacity Report]] | ||
* [[#Change|Change]] | *[[#Change|Change]] | ||
* [[#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] | *[[#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] | ||
* [[#Change Build phase|Change Build phase]] | *[[#Change Build phase|Change Build phase]] | ||
* [[#Change Classification|Change Classification]] | *[[#Change Classification|Change Classification]] | ||
* [[#Change Deployment phase|Change Deployment phase]] | *[[#Change Deployment phase|Change Deployment phase]] | ||
* [[#Change Evaluation|Change Evaluation]] | *[[#Change Evaluation|Change Evaluation]] | ||
* [[#Change Evaluation Report|Change Evaluation Report]] | *[[#Change Evaluation Report|Change Evaluation Report]] | ||
* [[#Change Management|Change Management]] | *[[#Change Management|Change Management]] | ||
* [[#Change Management Policy|Change Management Policy]] | *[[#Change Management Policy|Change Management Policy]] | ||
* [[#Change Manager|Change Manager]] | *[[#Change Manager|Change Manager]] | ||
* [[#Change Model|Change Model]] | *[[#Change Model|Change Model]] | ||
* [[#Change Owner|Change Owner]] | *[[#Change Owner|Change Owner]] | ||
* [[#Change Proposal|Change Proposal]] | *[[#Change Proposal|Change Proposal]] | ||
* [[#Change Record|Change Record]] | *[[#Change Record|Change Record]] | ||
* [[#Change Request to CMS Structure|Change Request to CMS Structure]] | *[[#Change Request to CMS Structure|Change Request to CMS Structure]] | ||
* [[#Change Request to Enterprise Architecture|Change Request to Enterprise Architecture]] | *[[#Change Request to Enterprise Architecture|Change Request to Enterprise Architecture]] | ||
* [[#Change Request to Process Architecture|Change Request to Process Architecture]] | *[[#Change Request to Process Architecture|Change Request to Process Architecture]] | ||
* [[#Change Schedule|Change Schedule]] | *[[#Change Schedule|Change Schedule]] | ||
* [[#CI (Configuration Item)|CI (Configuration Item)]] | *[[#CI (Configuration Item)|CI (Configuration Item)]] | ||
* [[#CI Status Monitoring Report|CI Status Monitoring Report]] | *[[#CI Status Monitoring Report|CI Status Monitoring Report]] | ||
* [[#Client (Contract Partner)|Client (Contract Partner)]] | *[[#Client (Contract Partner)|Client (Contract Partner)]] | ||
* [[#CMDB|CMDB]] | *[[#CMDB|CMDB]] | ||
* [[#CMDB Audit Protocol|CMDB Audit Protocol]] | *[[#CMDB Audit Protocol|CMDB Audit Protocol]] | ||
* [[#CMS/ CMDB|CMS/ CMDB]] | *[[#CMS/ CMDB|CMS/ CMDB]] | ||
* [[#CMS Change Policy|CMS Change Policy]] | *[[#CMS Change Policy|CMS Change Policy]] | ||
* [[#Complaint Status Information|Complaint Status Information]] | *[[#Complaint Status Information|Complaint Status Information]] | ||
* [[#Complaints and Compliments|Complaints and Compliments]] | *[[#Complaints and Compliments|Complaints and Compliments]] | ||
* [[#Complaints Log|Complaints Log]] | *[[#Complaints Log|Complaints Log]] | ||
* [[#Compliance Management|Compliance Management]] | *[[#Compliance Management|Compliance Management]] | ||
* [[#Compliance Manager|Compliance Manager]] | *[[#Compliance Manager|Compliance Manager]] | ||
* [[#Compliance Register|Compliance Register]] | *[[#Compliance Register|Compliance Register]] | ||
* [[#Compliance Review|Compliance Review]] | *[[#Compliance Review|Compliance Review]] | ||
* [[#Component Capacity Management|Component Capacity Management]] | *[[#Component Capacity Management|Component Capacity Management]] | ||
* [[#Config Management Database (CMDB)|Config Management Database (CMDB)]] | *[[#Config Management Database (CMDB)|Config Management Database (CMDB)]] | ||
* [[#Configuration Audit|Configuration Audit]] | *[[#Configuration Audit|Configuration Audit]] | ||
* [[#Configuration Audit Report|Configuration Audit Report]] | *[[#Configuration Audit Report|Configuration Audit Report]] | ||
* [[#Configuration Control|Configuration Control]] | *[[#Configuration Control|Configuration Control]] | ||
* [[#Configuration Identification|Configuration Identification]] | *[[#Configuration Identification|Configuration Identification]] | ||
* [[#Configuration Management|Configuration Management]] | *[[#Configuration Management|Configuration Management]] | ||
* [[#Configuration Manager|Configuration Manager]] | *[[#Configuration Manager|Configuration Manager]] | ||
* [[#Continual Service Improvement (CSI)|Continual Service Improvement (CSI)]] | *[[#Continual Service Improvement (CSI)|Continual Service Improvement (CSI)]] | ||
* [[#Cost Data for Service Provisioning|Cost Data for Service Provisioning]] | *[[#Cost Data for Service Provisioning|Cost Data for Service Provisioning]] | ||
* [[#CSI|CSI]] | *[[#CSI|CSI]] | ||
* [[#CSI Initiative|CSI Initiative]] | *[[#CSI Initiative|CSI Initiative]] | ||
* [[#CSI Monitoring|CSI Monitoring]] | *[[#CSI Monitoring|CSI Monitoring]] | ||
* [[#CSI Register|CSI Register]] | *[[#CSI Register|CSI Register]] | ||
* [[#Customer|Customer]] | *[[#Customer|Customer]] | ||
* [[#Customer Agreement Portfolio|Customer Agreement Portfolio]] | *[[#Customer Agreement Portfolio|Customer Agreement Portfolio]] | ||
* [[#Customer Complaint|Customer Complaint]] | *[[#Customer Complaint|Customer Complaint]] | ||
* [[#Customer Portfolio|Customer Portfolio]] | *[[#Customer Portfolio|Customer Portfolio]] | ||
* [[#Customer Satisfaction Survey|Customer Satisfaction Survey]] | *[[#Customer Satisfaction Survey|Customer Satisfaction Survey]] | ||
* [[#Customer Survey Evaluation|Customer Survey Evaluation]] | *[[#Customer Survey Evaluation|Customer Survey Evaluation]] | ||
* [[#Customer Survey Questionnaire|Customer Survey Questionnaire]] | *[[#Customer Survey Questionnaire|Customer Survey Questionnaire]] | ||
* [[#Customer Survey Response|Customer Survey Response]] | *[[#Customer Survey Response|Customer Survey Response]] | ||
<p> </p> | <p> </p> | ||
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====CAB==== | ====CAB==== | ||
* → [[#Change Advisory Board (CAB)|Change Advisory Board]] | *→ [[#Change Advisory Board (CAB)|Change Advisory Board]] | ||
====CAB Agenda Template==== | ====CAB Agenda Template==== | ||
* The CAB Agenda lists the topics for discussion in a CAB meeting. | *The CAB Agenda lists the topics for discussion in a CAB meeting. | ||
* → [[Checklist CAB Agenda]] | *→ [[Checklist CAB Agenda]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====Capacity Forecast==== | ====Capacity Forecast==== | ||
* → [[Checklist Capacity Forecast]] | *→ [[Checklist Capacity Forecast]] | ||
====Capacity Management==== | ====Capacity Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Capacity Management]] | ||
====Capacity Management Information System==== | ====Capacity Management Information System==== | ||
* A virtual repository of all [[Capacity Management]] data, usually stored in multiple physical locations. | *A virtual repository of all [[Capacity Management]] data, usually stored in multiple physical locations. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Capacity Management]] | ||
====Capacity Manager==== | ====Capacity Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Capacity Manager|Capacity Manager]] | *→ Roles within ITIL, [[ITIL Roles#Capacity Manager|Capacity Manager]] | ||
====Capacity Plan==== | ====Capacity Plan==== | ||
* A Capacity Plan is used to manage the resources required to deliver IT services. | *A Capacity Plan is used to manage the resources required to deliver IT services. | ||
* The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets. | *The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets. | ||
* → [[Checklist Capacity Plan|ITIL Checklist Capacity Plan]] | *→ [[Checklist Capacity Plan|ITIL Checklist Capacity Plan]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Capacity Management]] | ||
====Capacity Report==== | ====Capacity Report==== | ||
* The Capacity Report provides other [[ITIL Processes|Service Management processes]] and IT Management with information related to service and resource utilization and performance. | *The Capacity Report provides other [[ITIL Processes|Service Management processes]] and IT Management with information related to service and resource utilization and performance. | ||
* → [[Checklist Capacity Report]] | *→ [[Checklist Capacity Report]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Capacity Management]] | ||
====Change==== | ====Change==== | ||
* The addition, modification or removal of anything that could have an effect on IT services. | *The addition, modification or removal of anything that could have an effect on IT services. | ||
* The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. | *The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====Change Advisory Board (CAB)==== | ====Change Advisory Board (CAB)==== | ||
* → Roles within ITIL, [[ITIL Roles#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] | *→ Roles within ITIL, [[ITIL Roles#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] | ||
====Change Build phase==== | ====Change Build phase==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Change Management#ITIL-Change-Scheduling|Change Scheduling and Build Authorization]] | ||
====Change Classification==== | ====Change Classification==== | ||
* → [[Checklist Change Classification]] | *→ [[Checklist Change Classification]] | ||
====Change Deployment phase==== | ====Change Deployment phase==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Change Management#Change-Deployment|Change Deployment Authorization]] | ||
====Change Evaluation==== | ====Change Evaluation==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[ITIL Change Evaluation]] | ||
====Change Evaluation Report==== | ====Change Evaluation Report==== | ||
* Certain types of major Changes, like the introduction of a new service or a substantial change to an existing service, require formal Change evaluations before being authorized. | *Certain types of major Changes, like the introduction of a new service or a substantial change to an existing service, require formal Change evaluations before being authorized. | ||
* The results of a formal Change evaluation are documented in a Change Evaluation Report. | *The results of a formal Change evaluation are documented in a Change Evaluation Report. | ||
* Change evaluations may be used at different points in a Change’s lifecycle, for example before authorizing the Change/ Release build or during the Post Implementation Review. | *Change evaluations may be used at different points in a Change’s lifecycle, for example before authorizing the Change/ Release build or during the Post Implementation Review. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[ITIL Change Evaluation]] | ||
====Change Management==== | ====Change Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====Change Management Policy==== | ====Change Management Policy==== | ||
* The decision to authorize or reject a proposed Change is based on the completed Change Assessment. | *The decision to authorize or reject a proposed Change is based on the completed Change Assessment. | ||
* In particular, the assessment is about properly understanding the risks associated with the implementation of a Change. | *In particular, the assessment is about properly understanding the risks associated with the implementation of a Change. | ||
* In this context, the Change Management Policy specifies the levels of authorization required to authorize different types of Changes and other rules for assessing Changes. | *In this context, the Change Management Policy specifies the levels of authorization required to authorize different types of Changes and other rules for assessing Changes. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====Change Manager==== | ====Change Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Change Manager|Change Manager]] | *→ Roles within ITIL, [[ITIL Roles#Change Manager|Change Manager]] | ||
====Change Model==== | ====Change Model==== | ||
* Change Models describe procedures for the handling of recurring Changes. | *Change Models describe procedures for the handling of recurring Changes. | ||
* While Change Models can be created for Changes of any scale, they are often used to define Standard Changes (low-risk, pre-authorized Changes like installing additional hardware on a client PC). | *While Change Models can be created for Changes of any scale, they are often used to define Standard Changes (low-risk, pre-authorized Changes like installing additional hardware on a client PC). | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====Change Owner==== | ====Change Owner==== | ||
* The person backing a Change and holding a budget for its implementation. | *The person backing a Change and holding a budget for its implementation. | ||
* In most cases the Change Owner is identical with the RFC initiator. | *In most cases the Change Owner is identical with the RFC initiator. | ||
* Typically Changes are owned by Service Management roles (e.g. the Problem or Capacity Manager) or members of IT management. | *Typically Changes are owned by Service Management roles (e.g. the Problem or Capacity Manager) or members of IT management. | ||
====Change Proposal==== | ====Change Proposal==== | ||
* A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service. | *A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service. | ||
* The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin. | *The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin. | ||
* Change Proposals are typically created in Service Portfolio Management. | *Change Proposals are typically created in Service Portfolio Management. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]] | ||
====Change Record==== | ====Change Record==== | ||
* The Change Record contains all the details of a Change, documenting the lifecycle of a single Change. | *The Change Record contains all the details of a Change, documenting the lifecycle of a single Change. | ||
* It is usually created on the basis of a preceding Request for Change (RFC). | *It is usually created on the basis of a preceding Request for Change (RFC). | ||
* → [[Checklist Change Record]] | *→ [[Checklist Change Record]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====Change Request to CMS Structure==== | ====Change Request to CMS Structure==== | ||
* A request from a Service Management process to change the [[#CMS/ CMDB|CMS]] structure. | *A request from a Service Management process to change the [[#CMS/ CMDB|CMS]] structure. | ||
* This request is sent to [[Service Asset and Configuration Management|Configuration Management]] if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data. | *This request is sent to [[Service Asset and Configuration Management|Configuration Management]] if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
====Change Request to Enterprise Architecture==== | ====Change Request to Enterprise Architecture==== | ||
* A request to change or extend the [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architecture (EA)|Enterprise Architecture]], usually issued from the [[ITIL | *A request to change or extend the [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architecture (EA)|Enterprise Architecture]], usually issued from the [[ITIL Service Design|Service Design]] process when the introduction or modification of a service is not possible within the constraints of the existing application, infrastructure and information/ data architectures. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[IT Architecture Management|Architecture Management]] | ||
====Change Request to Process Architecture==== | ====Change Request to Process Architecture==== | ||
* A request to change or extend the [[ITIL_Glossary/_ITIL_Terms_P#Process Architecture|Process Architecture]], usually issued from the [[ITIL | *A request to change or extend the [[ITIL_Glossary/_ITIL_Terms_P#Process Architecture|Process Architecture]], usually issued from the [[ITIL Service Design|Service Design]] process when the introduction or modification of a service is not possible within the constraints of the existing process framework. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]] | ||
====Change Schedule==== | ====Change Schedule==== | ||
* A Document that lists all approved Change Proposals and Changes and their planned implementation dates. | *A Document that lists all approved Change Proposals and Changes and their planned implementation dates. | ||
* A Change Schedule is sometimes called a [[ITIL_Glossary/_ITIL_Terms_F#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]]. | *A Change Schedule is sometimes called a [[ITIL_Glossary/_ITIL_Terms_F#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]]. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Change Management]] | ||
====CI (Configuration Item)==== | ====CI (Configuration Item)==== | ||
* CIs (Configuration Items) are mainly hardware or software items and are characterized by their attributes (recorded in the CI’s Configuration Record) and their relationships to other CIs. | *CIs (Configuration Items) are mainly hardware or software items and are characterized by their attributes (recorded in the CI’s Configuration Record) and their relationships to other CIs. | ||
* → [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]] | *→ [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
====CI Status Monitoring Report==== | ====CI Status Monitoring Report==== | ||
* A report from [[Service Asset and Configuration Management|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]]). | *A report from [[Service Asset and Configuration Management|Configuration Management]] covering the lifecycle of each Configuration Item, stating important CI status changes like addition, removal, responsibility change, or Downtimes (especially important for [[Availability Management]]). | ||
* → ITIL processes, [[Configuration Management|Configuration Management - ITIL V2]] | *→ ITIL processes, [[Configuration Management|Configuration Management - ITIL V2]] | ||
====Client (Contract Partner)==== | ====Client (Contract Partner)==== | ||
* → Roles within ITIL, [[ITIL Roles#Customer|Client (Contract Partner)/ Customer]] | *→ Roles within ITIL, [[ITIL Roles#Customer|Client (Contract Partner)/ Customer]] | ||
====CMDB==== | ====CMDB==== | ||
* → [[#CMS/ CMDB|CMS/ CMDB]] | *→ [[#CMS/ CMDB|CMS/ CMDB]] | ||
====CMDB Audit Protocol==== | ====CMDB Audit Protocol==== | ||
* → [[Checklist CMDB Audit Protocol]] | *→ [[Checklist CMDB Audit Protocol]] | ||
====CMS/ CMDB==== | ====CMS/ CMDB==== | ||
* The Configuration Management System (CMS) is a set of tools and data that is used for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships. | *The Configuration Management System (CMS) is a set of tools and data that is used for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships. | ||
* A CMS may manage more than one physical Configuration Management Databases (CMDBs). | *A CMS may manage more than one physical Configuration Management Databases (CMDBs). | ||
* Its underlying structure is defined by the Configuration Model, a logical model of the IT organization’s service assets. | *Its underlying structure is defined by the Configuration Model, a logical model of the IT organization’s service assets. | ||
* → [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]] | *→ [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
====CMS Change Policy==== | ====CMS Change Policy==== | ||
* A set of rules defining who is authorized to modify the structure and contents of the [[#CMS/ CMDB|CMS]]. | *A set of rules defining who is authorized to modify the structure and contents of the [[#CMS/ CMDB|CMS]]. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
====Complaint Status Information==== | ====Complaint Status Information==== | ||
* A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint. | *A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
====Complaints and Compliments==== | ====Complaints and Compliments==== | ||
* Complaints and compliments from the customer side which are addressed in the Business Relationship Management process. | *Complaints and compliments from the customer side which are addressed in the Business Relationship Management process. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
====Complaints Log==== | ====Complaints Log==== | ||
* The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints. | *The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
====Compliance Management==== | ====Compliance Management==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Compliance Management]] | ||
====Compliance Manager==== | ====Compliance Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Compliance Manager|Compliance Manager]] | *→ Roles within ITIL, [[ITIL Roles#Compliance Manager|Compliance Manager]] | ||
====Compliance Register==== | ====Compliance Register==== | ||
* The Compliance Register is a tool used by the [[Compliance Management]] process to keep an overview of all compliance requirements and the measures applied to ensure their enforcement. | *The Compliance Register is a tool used by the [[Compliance Management]] process to keep an overview of all compliance requirements and the measures applied to ensure their enforcement. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Compliance Management]] | ||
====Compliance Review==== | ====Compliance Review==== | ||
* The Compliance Review documents the results of regular process and system compliance assessments. | *The Compliance Review documents the results of regular process and system compliance assessments. | ||
* In particular, it contains any identified deviations from compliance requirements, as well as measures to correct the situation. | *In particular, it contains any identified deviations from compliance requirements, as well as measures to correct the situation. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Compliance Management]] | ||
====Component Capacity Management==== | ====Component Capacity Management==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Capacity Management#Component Capacity Management ITIL|Component Capacity Management]] | ||
====Config Management Database (CMDB)==== | ====Config Management Database (CMDB)==== | ||
* A Database used to manage Configuration Records throughout their Lifecycle. | *A Database used to manage Configuration Records throughout their Lifecycle. | ||
* The CMDB records the attributes of each CI, and relationships with other CIs. | *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. | *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. | *The CMDB is maintained by Configuration Management and is used by all IT Service Management Processes. | ||
* → [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]] | *→ [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]] | ||
* → ITIL processes, [[Configuration Management|Configuration Management - ITIL V2]] | *→ ITIL processes, [[Configuration Management|Configuration Management - ITIL V2]] | ||
====Configuration Audit==== | ====Configuration Audit==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Asset and Configuration Management#Configuration Management Audit|Configuration Verification and Audit]] | ||
====Configuration Audit Report==== | ====Configuration Audit Report==== | ||
* A report summarizing the results of a [[#CMC/ CMDB|CMS]] audit, highlighting revealed differences between CMS records and actually installed CIs. | *A report summarizing the results of a [[#CMC/ CMDB|CMS]] audit, highlighting revealed differences between CMS records and actually installed CIs. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
====Configuration Control==== | ====Configuration Control==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Asset and Configuration Management#ITIL Configuration Management Control|Configuration Control]] | ||
====Configuration Identification==== | ====Configuration Identification==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Service Asset and Configuration Management#ITIL Configuration Management Identification|Configuration Identification]] | ||
====Configuration Management==== | ====Configuration Management==== | ||
* → ITIL processes, | *→ ITIL processes, | ||
** ITIL V3: [[ITIL | **ITIL V3: [[ITIL Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]] | ||
** ITIL V2: [[Configuration Management|Configuration Management]] | **ITIL V2: [[Configuration Management|Configuration Management]] | ||
====Configuration Manager==== | ====Configuration Manager==== | ||
* → Roles within ITIL, [[ITIL Roles#Configuration Manager|Configuration Manager]] | *→ Roles within ITIL, [[ITIL Roles#Configuration Manager|Configuration Manager]] | ||
====Continual Service Improvement (CSI)==== | ====Continual Service Improvement (CSI)==== | ||
* → ITIL Core Discipline, [[ITIL | *→ ITIL Core Discipline, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] | ||
====Cost Data for Service Provisioning==== | ====Cost Data for Service Provisioning==== | ||
* The cost for providing a service, calculated by [[Financial Management]] as a basis for calculating the price a customer is expected to pay for a service. | *The cost for providing a service, calculated by [[Financial Management]] as a basis for calculating the price a customer is expected to pay for a service. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Financial Management]] | ||
====CSI==== | ====CSI==== | ||
* → ITIL Core Discipline, [[ITIL | *→ ITIL Core Discipline, [[ITIL CSI - Continual Service Improvement|ITIL 2011 Continual Service Improvement (CSI)]] | ||
====CSI Initiative==== | ====CSI Initiative==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives|Definition of CSI Initiatives]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|Monitoring of CSI Initiatives]] | ||
====CSI Monitoring==== | ====CSI Monitoring==== | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|Monitoring of CSI Initiatives]] | ||
====CSI Register==== | ====CSI Register==== | ||
* The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement. | *The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement. | ||
* Please note: In ITIL V3 (2007) the "CSI Register" was referred to as the "[[ITIL_Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP) |Service Improvement Plan (SIP)]]". | *Please note: In ITIL V3 (2007) the "CSI Register" was referred to as the "[[ITIL_Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP) |Service Improvement Plan (SIP)]]". | ||
* → [[Checklist Service Improvement Plan SIP|ITIL Checklist CSI Register]] | *→ [[Checklist Service Improvement Plan SIP|ITIL Checklist CSI Register]] | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives]] | ||
====Customer==== | ====Customer==== | ||
* → Roles within ITIL, [[ITIL Roles#Customer|Customer]] | *→ Roles within ITIL, [[ITIL Roles#Customer|Customer]] | ||
====Customer Agreement Portfolio==== | ====Customer Agreement Portfolio==== | ||
* While the Service Catalogue holds a complete list of the services managed by the service provider, the Customer Agreement Portfolio contains all Service Agreements which provide the framework for delivering services to specific customers. | *While the Service Catalogue holds a complete list of the services managed by the service provider, the Customer Agreement Portfolio contains all Service Agreements which provide the framework for delivering services to specific customers. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Design|ITIL Service Design]] > [[Service Level Management]] | ||
====Customer Complaint==== | ====Customer Complaint==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Business Relationship Management#ITIL Complaints Management|Handle Customer Complaints]] | ||
====Customer Portfolio==== | ====Customer Portfolio==== | ||
* The Customer Portfolio is used to record all customers of the IT service provider. | *The Customer Portfolio is used to record all customers of the IT service provider. | ||
* The Customer Portfolio is the Business Relationship Manager's view of the customers who receive services from the IT service provider. | *The Customer Portfolio is the Business Relationship Manager's view of the customers who receive services from the IT service provider. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
====Customer Satisfaction Survey==== | ====Customer Satisfaction Survey==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Business Relationship Management#Business Relationship Management Satisfaction|Customer Satisfaction Survey]] | ||
====Customer Survey Evaluation==== | ====Customer Survey Evaluation==== | ||
* The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way. | *The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
====Customer Survey Questionnaire==== | ====Customer Survey Questionnaire==== | ||
* A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services. | *A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
====Customer Survey Response==== | ====Customer Survey Response==== | ||
* The response to a service provider's customer survey, typically a completed questionnaire. | *The response to a service provider's customer survey, typically a completed questionnaire. | ||
* → ITIL processes, [[ITIL | *→ ITIL processes, [[ITIL Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]] | ||
<p> </p> | <p> </p> | ||
<div align="right">[[#top|→ ITIL terms starting with "C"]]</div> | <div align="right">[[#top-c|→ ITIL terms starting with "C"]]</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 365: | Line 366: | ||
'''<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 16:58, 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 C
Please click on one of the terms to see its definition or skip list and proceed to "Definitions".
- CAB
- CAB Agenda Template
- Capacity Forecast
- Capacity Management
- Capacity Management Information System
- Capacity Manager
- Capacity Plan
- Capacity Report
- Change
- Change Advisory Board (CAB)
- Change Build phase
- Change Classification
- Change Deployment phase
- Change Evaluation
- Change Evaluation Report
- Change Management
- Change Management Policy
- Change Manager
- Change Model
- Change Owner
- Change Proposal
- Change Record
- Change Request to CMS Structure
- Change Request to Enterprise Architecture
- Change Request to Process Architecture
- Change Schedule
- CI (Configuration Item)
- CI Status Monitoring Report
- Client (Contract Partner)
- CMDB
- CMDB Audit Protocol
- CMS/ CMDB
- CMS Change Policy
- Complaint Status Information
- Complaints and Compliments
- Complaints Log
- Compliance Management
- Compliance Manager
- Compliance Register
- Compliance Review
- Component Capacity Management
- Config Management Database (CMDB)
- Configuration Audit
- Configuration Audit Report
- Configuration Control
- Configuration Identification
- Configuration Management
- Configuration Manager
- Continual Service Improvement (CSI)
- Cost Data for Service Provisioning
- CSI
- CSI Initiative
- CSI Monitoring
- CSI Register
- Customer
- Customer Agreement Portfolio
- Customer Complaint
- Customer Portfolio
- Customer Satisfaction Survey
- Customer Survey Evaluation
- Customer Survey Questionnaire
- Customer Survey Response
Definitions
CAB
CAB Agenda Template
- The CAB Agenda lists the topics for discussion in a CAB meeting.
- → Checklist CAB Agenda
- → ITIL processes, ITIL Service Transition > Change Management
Capacity Forecast
Capacity Management
- → ITIL processes, ITIL Service Design > Capacity Management
Capacity Management Information System
- A virtual repository of all Capacity Management data, usually stored in multiple physical locations.
- → ITIL processes, ITIL Service Design > Capacity Management
Capacity Manager
- → Roles within ITIL, Capacity Manager
Capacity Plan
- A Capacity Plan is used to manage the resources required to deliver IT services.
- The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets.
- → ITIL Checklist Capacity Plan
- → ITIL processes, ITIL Service Design > Capacity Management
Capacity Report
- The Capacity Report provides other Service Management processes and IT Management with information related to service and resource utilization and performance.
- → Checklist Capacity Report
- → ITIL processes, ITIL Service Design > Capacity Management
Change
- The addition, modification or removal of anything that could have an effect on IT services.
- The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.
- → ITIL processes, ITIL Service Transition > Change Management
Change Advisory Board (CAB)
- → Roles within ITIL, Change Advisory Board (CAB)
Change Build phase
- → ITIL sub-process, Change Scheduling and Build Authorization
Change Classification
Change Deployment phase
- → ITIL sub-process, Change Deployment Authorization
Change Evaluation
- → ITIL processes, ITIL Service Transition > ITIL Change Evaluation
Change Evaluation Report
- Certain types of major Changes, like the introduction of a new service or a substantial change to an existing service, require formal Change evaluations before being authorized.
- The results of a formal Change evaluation are documented in a Change Evaluation Report.
- Change evaluations may be used at different points in a Change’s lifecycle, for example before authorizing the Change/ Release build or during the Post Implementation Review.
- → ITIL processes, ITIL Service Transition > ITIL Change Evaluation
Change Management
- → ITIL processes, ITIL Service Transition > Change Management
Change Management Policy
- The decision to authorize or reject a proposed Change is based on the completed Change Assessment.
- In particular, the assessment is about properly understanding the risks associated with the implementation of a Change.
- In this context, the Change Management Policy specifies the levels of authorization required to authorize different types of Changes and other rules for assessing Changes.
- → ITIL processes, ITIL Service Transition > Change Management
Change Manager
- → Roles within ITIL, Change Manager
Change Model
- Change Models describe procedures for the handling of recurring Changes.
- While Change Models can be created for Changes of any scale, they are often used to define Standard Changes (low-risk, pre-authorized Changes like installing additional hardware on a client PC).
- → ITIL processes, ITIL Service Transition > Change Management
Change Owner
- The person backing a Change and holding a budget for its implementation.
- In most cases the Change Owner is identical with the RFC initiator.
- Typically Changes are owned by Service Management roles (e.g. the Problem or Capacity Manager) or members of IT management.
Change Proposal
- A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service.
- The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin.
- Change Proposals are typically created in Service Portfolio Management.
- → ITIL processes, ITIL Service Strategy > Service Portfolio Management
Change Record
- The Change Record contains all the details of a Change, documenting the lifecycle of a single Change.
- It is usually created on the basis of a preceding Request for Change (RFC).
- → Checklist Change Record
- → ITIL processes, ITIL Service Transition > Change Management
Change Request to CMS Structure
- A request from a Service Management process to change the CMS structure.
- This request is sent to Configuration Management if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data.
- → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management
Change Request to Enterprise Architecture
- A request to change or extend the Enterprise Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing application, infrastructure and information/ data architectures.
- → ITIL processes, ITIL Service Design > Architecture Management
Change Request to Process Architecture
- A request to change or extend the Process Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing process framework.
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Process Evaluation
Change Schedule
- A Document that lists all approved Change Proposals and Changes and their planned implementation dates.
- A Change Schedule is sometimes called a Forward Schedule of Changes (FSC).
- → ITIL processes, ITIL Service Transition > Change Management
CI (Configuration Item)
- CIs (Configuration Items) are mainly hardware or software items and are characterized by their attributes (recorded in the CI’s Configuration Record) and their relationships to other CIs.
- → ITIL Checklist CMS - CMDB
- → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management
CI Status Monitoring Report
- A report from Configuration Management covering the lifecycle of each Configuration Item, stating important CI status changes like addition, removal, responsibility change, or Downtimes (especially important for Availability Management).
- → ITIL processes, Configuration Management - ITIL V2
Client (Contract Partner)
- → Roles within ITIL, Client (Contract Partner)/ Customer
CMDB
CMDB Audit Protocol
CMS/ CMDB
- The Configuration Management System (CMS) is a set of tools and data that is used for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships.
- A CMS may manage more than one physical Configuration Management Databases (CMDBs).
- Its underlying structure is defined by the Configuration Model, a logical model of the IT organization’s service assets.
- → ITIL Checklist CMS - CMDB
- → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management
CMS Change Policy
- A set of rules defining who is authorized to modify the structure and contents of the CMS.
- → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management
Complaint Status Information
- A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Complaints and Compliments
- Complaints and compliments from the customer side which are addressed in the Business Relationship Management process.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Complaints Log
- The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Compliance Management
- → ITIL processes, ITIL Service Design > Compliance Management
Compliance Manager
- → Roles within ITIL, Compliance Manager
Compliance Register
- The Compliance Register is a tool used by the Compliance Management process to keep an overview of all compliance requirements and the measures applied to ensure their enforcement.
- → ITIL processes, ITIL Service Design > Compliance Management
Compliance Review
- The Compliance Review documents the results of regular process and system compliance assessments.
- In particular, it contains any identified deviations from compliance requirements, as well as measures to correct the situation.
- → ITIL processes, ITIL Service Design > Compliance Management
Component Capacity Management
- → ITIL sub-process, Component Capacity Management
Config Management Database (CMDB)
- A Database used to manage Configuration Records throughout their Lifecycle.
- The CMDB records the attributes of each CI, and relationships with other CIs.
- A CMDB may also contain other information refering to CIs, for example Incident, Problem and Change Records.
- The CMDB is maintained by Configuration Management and is used by all IT Service Management Processes.
- → ITIL Checklist CMS - CMDB
- → ITIL processes, Configuration Management - ITIL V2
Configuration Audit
- → ITIL sub-process, Configuration Verification and Audit
Configuration Audit Report
- A report summarizing the results of a CMS audit, highlighting revealed differences between CMS records and actually installed CIs.
- → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management
Configuration Control
- → ITIL sub-process, Configuration Control
Configuration Identification
- → ITIL sub-process, Configuration Identification
Configuration Management
- → ITIL processes,
Configuration Manager
- → Roles within ITIL, Configuration Manager
Continual Service Improvement (CSI)
- → ITIL Core Discipline, ITIL Continual Service Improvement (CSI)
Cost Data for Service Provisioning
- The cost for providing a service, calculated by Financial Management as a basis for calculating the price a customer is expected to pay for a service.
- → ITIL processes, ITIL Service Strategy > Financial Management
CSI
- → ITIL Core Discipline, ITIL 2011 Continual Service Improvement (CSI)
CSI Initiative
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of CSI Initiatives
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Monitoring of CSI Initiatives
CSI Monitoring
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Monitoring of CSI Initiatives
CSI Register
- The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement.
- Please note: In ITIL V3 (2007) the "CSI Register" was referred to as the "Service Improvement Plan (SIP)".
- → ITIL Checklist CSI Register
- → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of Improvement Initiatives
Customer
- → Roles within ITIL, Customer
Customer Agreement Portfolio
- While the Service Catalogue holds a complete list of the services managed by the service provider, the Customer Agreement Portfolio contains all Service Agreements which provide the framework for delivering services to specific customers.
- → ITIL processes, ITIL Service Design > Service Level Management
Customer Complaint
- → ITIL sub-process, Handle Customer Complaints
Customer Portfolio
- The Customer Portfolio is used to record all customers of the IT service provider.
- The Customer Portfolio is the Business Relationship Manager's view of the customers who receive services from the IT service provider.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Customer Satisfaction Survey
- → ITIL sub-process, Customer Satisfaction Survey
Customer Survey Evaluation
- The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Customer Survey Questionnaire
- A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Customer Survey Response
- The response to a service provider's customer survey, typically a completed questionnaire.
- → ITIL processes, ITIL Service Strategy > Business Relationship Management
Notes
[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.
[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with C
