ITIL Glossary

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The ITIL Glossary provides you with definitions for the most important ITIL V3 and V2 Glossary Terms in alphabetical order.

You are able to navigate the ITIL Glossary: Related contents of this ITIL Wiki, like ITIL process descriptions and role definitions can be reached via links.

Remark: 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 ITIL Glossary compiled by the OGC is available for download from the Internet.

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1-9

1st Level Support

• → Roles within ITIL, 1st Level Support

2nd Level Support

• → Roles within ITIL, 2nd Level Support

3rd Level Support

• → Roles within ITIL, 3rd Level Support

A

Access Management

• → ITIL Processes, ITIL Service Operation > Access Management

Access Rights

• A set of data defining what services a user is allowed to access.
• This definition is achieved by assigning the user, identified by his User Identity, to one or more User Roles.
• → ITIL Processes, ITIL Service Operation > Access Management

Application Development and Customization

• → ITIL Processes, ITIL Service Transition > Application Development and Customization

Application Developer

• → Roles within ITIL, Application Developer

Application Manager

• → Roles within ITIL, Application Manager

Applications Analyst/ Architect

• → Roles within ITIL, Applications Analyst/ Architect

Availability Design Guidelines

• The Availability Design Guidelines define from a technical point of view how the required availability levels can be achieved, including specific instructions for application development and for externally sourced infrastructure components.
• → ITIL Processes, ITIL Service Design > Availability Management

Availability Guidelines for the Service Desk

• Rules produced by Availability Management on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents.
• → ITIL Processes, ITIL Service Design > Availability Management

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.
• → ITIL Processes, Availability Management - ITIL V2

Availability/ ITSCM/ Security Testing Schedule

• A schedule for the regular testing of all availability, continuity and security mechanisms, jointly maintained by Availability, IT Service Continuity and IT Security Management.
• → ITIL Processes,
  • ITIL Service Design > Availability Management
  • ITIL Service Design > IT Service Continuity Management
  • ITIL Service Design > IT Security Management

Availability Management

• → ITIL Processes, ITIL Service Design > Availability Management

Availability Management Information System

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

Availability Manager

• → Roles within ITIL, Availability Manager

Availability Plan

• The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability.
• → ITIL Processes, ITIL Service Design > Availability Management

Availability Report

• The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.
• → ITIL Processes, ITIL Service Design > Availability Management

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.

Budget Allocation

• A budget allocated by the Financial Manager to implement a Change. Budget Allocations are issued in response to Budget Requests originating from any Service Management process in conjunction with Requests for Change.
• → ITIL Processes, ITIL Service Strategy > Financial Management

Business Planning Data

• A forecast of future business activity, for example planned increases in transaction volumes.
• Business Planning Data are an important input for the Service Strategy and Service Design processes.
• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

Budget Request

• A request for a budget, typically issued from any of the Service Management processes at the same time when compiling a Request for Change.
• An approved Budget Request means that the required financial resources for implementing a Change are approved by Financial Management.
• → ITIL Processes, ITIL Service Strategy > Financial Management

Business Continuity Strategy

• An outline of the approach to ensure the continuity of Vital Business Functions in the case of disaster events.
• The Business Continuity Strategy is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy.
• → ITIL Processes, ITIL Service Design > IT Service Continuity Management

Business Impact and Risk Analysis

• The Business Impact Analysis (BIA) identifies Vital Business Functions (VBFs) and their dependencies.
• These dependencies may include suppliers, people, other business processes, services etc..
• The Risk Analysis identifies threats and vulnerabilities to business assets, and indicates how vulnerable each asset is to those threats.
• → ITIL Processes, ITIL Service Design > Risk Management

Business Strategy

• A systematic long-term plan of action designed to achieve particular business goals.
• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

C

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 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.
• → ITIL Processes, ITIL Service Design > Capacity Management

Change Advisory Board (CAB)

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

Change Authorization Hierarchy

• The Change Authorization Hierarchy defines who is to assess a proposed Change, depending on the Change’s level of risk.
• → ITIL Processes, ITIL Service Transition > Change Management

Change Management

• → 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.
• Typically, a Change Model is provided by the Change Manager for each Standard Change (low-risk, pre-authorized Change)
• → ITIL Processes, ITIL Service Transition > Change Management

Change Owner

• → Roles within ITIL, Change Owner

Change Record

The Change Record contains all the details of a Change, documenting the lifecycle of a single Change, where a Change is defined as the addition, changing or removal of any object with an influence upon the IT services.

• → 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 IT Architecture

• A request to change or extend the IT 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 > IT 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 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 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)

CMS/ CMDB

• The Configuration Management System (CMS) is a coherent logical model of the IT organization’s infrastructure, typically made up of several Configuration Management Databases (CMDBs) as physical sub-systems.
• It is used to store information on all Configuration Items (CIs) under the control of Configuration Management.
• → 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

Complaints Log

• The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

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

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 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 Management

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

Configuration Manager

• → Roles within ITIL, Configuration Manager

Continual Service Improvement (CSI)

• → ITIL Core Discipline, ITIL V3 CSI - Continual Service Improvement

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 V3 CSI - Continual Service Improvement

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 Metric (KPI)

• Metrics (Key Performance Indicators – KPIs) define what is to be measured and reported to help manage a process or service.
• KPIs are usually confined to specific subject areas (e.g. Mean Time To Repair – MTTR is confined to Availability Management).
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

CSI Monitoring

• → ITIL Processes, ITIL Continual Service Improvement (CSI) > CSI Monitoring

Customer

• → Roles within ITIL, Customer

Customer Survey Evaluation

• The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

Customer Survey Response

• The response to a service provider's customer survey, typically a completed questionnaire.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

D

Data for Project Plan Update

• Actual data related to project progress and resource consumption.
• This information is sent from Release Management to Project Management as input for Project Controlling and Reporting.
• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

Definition of Improvement Initiatives

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

Definitive Media Library (DML)

• One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.
• The DML may also contain associated CIs such as licenses and documentation.
• The DML is a single logical storage area even if there are multiple locations.
• All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System.
• Only software from the DML is acceptable for use in a Release.
• → ITIL Processes, ITIL Service Transition > Service Asset and Configuration Management

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.
• → Definitive Media Library (DML) - ITIL V3
• → ITIL Processes, Configuration Management - ITIL V2

Development/ Installation QA Documentation

• A documentation of tests and quality assurance measures applied during the development or installation of applications, systems and other infrastructure components (e.g. component tests, code walk-throughs, ...).
• A complete Development/ Installation QA Documentation testifies that the required QA measures were applied prior to handing a Release component over to Release Management.
• → ITIL Processes, ITIL Service Transition > Service Validation and Testing

Development Work Order

• A Work Order for the development or customization of an application or system, typically issued from Release Management.
• → ITIL Processes, ITIL Service Transition > Release and Deployment Management

Disaster Invocation Guideline

• A document produced by IT Service Continuity Management with detailed instructions on when and how to invoke the procedure for fighting a disaster.
• Most importantly, the guideline defines the first steps to be taken by the Service Desk after learning that a (suspected) disaster has occurred.
• → ITIL Processes, ITIL Service Design > IT Service Continuity Management

E

Emergency Change Advisory Board (ECAB)

• → Roles within ITIL, Emergency Change Advisory Board (ECAB)

Emergency Committee (EC)

• → Roles within ITIL,
  • ITIL V2: Emergency Committee (EC)
  • ITIL V3: Emergency Change Advisory Board (ECAB)

End-User Documentation

• A document for end-users, describing how to use an application or system.
• → ITIL Processes, ITIL Service Transition > Application Development and Customization

Enterprise Policies and Regulations

• A set of binding enterprise policies and regulations which are an important input for the IT Compliance Management process.
• → ITIL Processes, ITIL Service Design > Compliance Management

Event Categories and Correlation Rules

• Rules and criteria used to decide upon an appropriate response to an Event.
• Categorization and Correlation Rules are typically used by Event Monitoring systems.
• → ITIL Processes, ITIL Service Operation > Event Management

Event Management

• → ITIL Processes, ITIL Service Operation > Event Management

Event Record

• A change of state which has significance for the management of a Configuration Item or service.
• The term Event is also used to mean an alert or notification created by any IT service, Configuration Item or monitoring tool.
• Events typically require IT operations personnel to take actions, and often lead to Incidents being logged.
• → ITIL Processes, ITIL Service Operation > Event Management

Event Trends and Patterns

• Any trends and patterns identified during analysis of significant Events, which suggest that improvements to the infrastructure are needed.
• → ITIL Processes, ITIL Service Operation > Event Management

F

Financial Analysis

• The Financial Analysis is an important input to the Portfolio Management process.
• It contains information on the costs for providing services and provides insight into the profitability of services and customers.
• → ITIL Checklist Financial Analysis
• → ITIL Processes, ITIL Service Strategy > Financial Management

Financial Data Categories

• Various categories are used to structure financial data, as a means to gain insight into the underlying costs of service provisioning and service profitability.
• → ITIL Processes, ITIL Service Strategy > Financial Management

Financial Management

• → ITIL Processes, ITIL Service Strategy > Financial Management

Financial Management for IT Services

• → ITIL Processes,
  • ITIL V2: Financial Management for IT Services
  • ITIL V3: ITIL Service Strategy > Financial Management

Financial Manager

• → Roles within ITIL, 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.
• → ITIL Processes, ITIL Service Transition > Change Management

I

Improvement Initiative

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

Incident

• An Incident is defined as an unplanned interruption or reduction in quality of an IT service (a Service Interruption).
• → ITIL Processes, ITIL Service Operation > Incident Management

Incident Escalation Rules

• A set of rules defining a hierarchy for escalating Incidents, and triggers which lead to escalations. Triggers are usually based on Incident severity and resolution times.
• → ITIL Processes, ITIL Service Operation > Incident Management

Incident Management

• → ITIL Processes, ITIL Service Operation > Incident Management

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, itemization of Incidents by category, ...
• → ITIL Processes, ITIL Service Operation > Incident Management

Incident Manager

• → Roles within ITIL, Incident Manager

Incident Model

• An Incident Model contains the pre-defined steps that should be taken for dealing with a particular type of Incident.
• This is a way to ensure that routinely occurring Incidents are handled efficiently and effectively.
• → ITIL Processes, ITIL Service Operation > Incident Management

Incident Record

• A set of data with all details of an Incident, documenting the history of the Incident from registration 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 (e.g. the failure of one hard-drive of a set of mirrored drives).
• → ITIL Checklist Incident Record
• → ITIL Processes, ITIL Service Operation > Incident Management

Incident Status Information

• A message containing the present status of an Incident, usually sent to a user who earlier reported that Incident.
• → ITIL Processes, ITIL Service Operation > Incident Management

Incident Status Inquiry

• An inquiry regarding the present status of an Incident, usually from a user who earlier reported that Incident.
• → ITIL Processes, ITIL Service Operation > Incident Management

Index of Disaster-Relevant Information

• A catalogue of all information that is relevant in the event of disasters. This document is maintained and circulated by IT Service Continuity Management to all members of IT staff with responsibilities for fighting disasters.
• → ITIL Processes, ITIL Service Design > IT Service Continuity Management

Indirect Cost Allocation Table

• A table used to allocate indirect costs that are shared among multiple services, defining the rules how those costs are spread among the services.
• → ITIL Processes, ITIL Service Strategy > Financial Management

Installation Work Order

• A Work Order for the installation of an application, system or infrastructure component, typically issued from Release Management.
• → ITIL Processes, ITIL Service Transition > Release and Deployment Management

Invoice

• The invoice for the delivery of a service or product.
• → ITIL Processes, ITIL Service Strategy > Financial Management

IT Architecture

• A request to change or extend the IT 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 > IT Architecture Management

IT Architecture Management

• → ITIL Processes, ITIL Service Design > IT Architecture Management

IT Architect

• → Roles within ITIL, IT Architect

IT Budget

• The IT Budget is an annual financial plan that provides a forecast of expected expenditures and allocates financial resources to the various service management processes and organizational units within the IT organization.
• → ITIL Processes, ITIL Service Strategy > Financial Management

ITC Infrastructure Manager

• → Roles within ITIL, ITC Infrastructure Manager

IT Facilities Management

• → ITIL Processes, ITIL Service Operation > IT Facilities Management

IT Facilities Manager

• → Roles within ITIL, IT Facilities Manager

IT Operations Management

• → ITIL Processes, ITIL Service Operation > IT Operations Management

IT Operations Manager

• → Roles within ITIL, IT Operations Manager

IT Operator

• → Roles within ITIL, IT Operator - ITIL V3

IT Security Management

• → ITIL Processes, ITIL Service Design > IT Security Management

IT Security Manager

• → Roles within ITIL, IT Security Manager

IT Security Policy

• IT Security Policies set binding rules for the use of services and systems with the aim of improving IT security.
• → ITIL Processes, ITIL Service Design > IT Security Management

IT Security Report

• The IT Security Report provides other Service Management processes and IT Management with information related to IT Security issues.
• → ITIL Processes, ITIL Service Design > IT Security Management

IT Security Strategy

• The IT Security Strategy contains an outline of the approach to ensure the security of IT services and systems.
• It includes a list of security-related risks and existing or planned Security Controls to address those risks.
• → ITIL Processes, ITIL Service Design > IT Security Management

IT Service Continuity Management

• → ITIL Processes, ITIL Service Design > IT Service Continuity Management

IT Service Continuity Manager

• → Roles within ITIL, 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.
• → ITIL Processes, IT Service Continuity Management - ITIL V2

IT Service Continuity Report

• The IT Service Continuity Report is created at regular intervals and provides other Service Management processes and IT Management with information related to disaster prevention.
• → ITIL Processes, ITIL Service Design > IT Service Continuity Management

IT Service Continuity Strategy

• The IT Service Continuity Strategy contains an outline of the approach to ensure the continuity of services in the case of disaster events.
• It includes a list of Vital Business Functions and applied risk reduction or recovery options.
• The IT Service Continuity Strategy should be based on a Business Continuity Strategy.
• → ITIL Processes, ITIL Service Design > IT Service Continuity Management

IT Service Management

• The processes within IT Service Management ensure that IT Services are provided in a focused, client-friendly and cost-optimised manner.
• With their help, IT Services are clearly defined, success can be measured with regards to the service provision, and targeted improvement measures can be introduced where necessary.
• IT Service Management according to ITIL Version 3 (ITIL V3) encompasses the following core disciplines:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • CSI/ Continual Service Improvement

IT Steering Group (ISG)

• → Roles within ITIL, IT Steering Group (ISG)

K

Key Performance Indicator (KPI)

• A Metric that is used to help manage a process, service or activity.
• Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the process, service or activity.
• KPIs should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed.

Knowledge Management

• → ITIL Processes, ITIL Service Transition > Knowledge Management

Knowledge Manager

• → Roles within ITIL, Knowledge Manager - ITIL V3

Known Error

• A problem that has a documented root cause and a workaround.
• Known Errors are created and managed throughout their lifecycle by Problem Management.
• Known Errors may also be identified by development or suppliers.
• → ITIL Processes, ITIL Service Operation > Problem Management

KPI Target Value

• The to-be value of a Key Performance Indicator (KPI).
• It is the responsibility of the Process Owners to manage and optimize processes so that KPI targets are achieved.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

M

Maintenance Plan/ SOP

• A plan produced by Availability Management to define frequency and scope of preventative maintenance for service-critical applications and infrastructure components under control of Availability Management.
• Maintenance Plans are sometimes known as Standard Operating Procedures.
• → ITIL Processes, ITIL Service Design > Availability Management

Major Incident Team

• → Roles within ITIL, Major Incident Team

N

Notification of Service Failure

• The reporting of a service failure to the Service Desk, for example by a user via telephone or e-mail, or by a system monitoring tool.
• → ITIL Processes, ITIL Service Operation > Incident Management

O

Operational Documentation

• A document describing the procedures required to run and maintain an application or infrastructure component.
• → ITIL Processes, ITIL Service Transition > Application Development and Customization

Operational Level Agreement (OLA)

• An agreement between an IT service provider and another part of the same organization.
• An OLA supports the IT service provider's delivery of services to customers.
• The OLA defines the goods or services to be provided and the responsibilities of both parties.
• For example there could be an OLA - between the IT service provider and a procurement department to obtain hardware in agreed times - between the Service Desk and a support group to provide Incident resolution in agreed times.
• → ITIL Checklist SLA - OLA - UC
• → ITIL Processes, ITIL Service Design > Service Level Management

P

Post Implementation Review (PIR)

• The Post Implementation Review takes place after a Change has been implemented.
• It determines if the Change and its implementation Project were successful, and identifies opportunities for improvement.
• → ITIL Processes, ITIL Service Transition > Change Management

Pro-Active User Information

• A notification to users of existing or imminent service failures even if the users are not yet aware of the interruptions, so that users are in a position to prepare themselves for a period of service unavailability.
• → ITIL Processes, ITIL Service Operation > Incident Management

Problem

• A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created.
• → ITIL Processes, ITIL Service Operation > Problem Management

Problem Management

• → ITIL Processes, ITIL Service Operation > Problem Management

Problem Management Report

• A report supplying Problem-related information to the other Service Management processes.
• → ITIL Processes, ITIL Service Operation > Problem Management

Problem Manager

• → Roles within ITIL, Problem Manager

Problem Record

• The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution.
• → ITIL Checklist Problem Record
• → ITIL Processes, ITIL Service Operation > Problem Management

Process and Asset Valuation

• An estimate of the value a process or other asset represents for the business.
• This value is an important input for Risk Analysis.
• → ITIL Processes, ITIL Service Design > Risk Management

Process Architecture

• An overview of all processes and process interfaces, used as a tool to make sure that all processes within an organization cooperate in a seamless way.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

Process Area

• Process Area is a CMMI® [1] term with the following (CMMI) definition: “A cluster of related practices in an area that, when implemented collectively, satisfy a set of goals considered important for making significant improvement in that area”.
• In the context of ITIL this would mean that the top level processes such as (for example) Incident Management would be a Process Area. The Logging and Categorization of an Incident would constitute a Process within that Process Area.

Process Design

• The description of a process including its in- and outputs, activities, and responsibilities.
• Process Designs are under the control of Process Management.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

Process Evaluation

• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

Process Evaluation Report

• The results from a Process Maturity Assessment, Benchmarking, Audit, or Process Review, including identified shortcomings and areas which must be addressed by improvement initiatives.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

Project Charter

• The Project Charter is a statement of the scope, objectives and participants in a project.
• It outlines the project objectives, identifies the main stakeholders, defines the authority of the project manager and the resources at his disposal, and lists any constraints and assumptions affecting the project.
• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

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).
• → ITIL Processes, Change Management - ITIL V2

Projected Service Outage (PSO)

• The Projected Service Outage (PSO) document lists any expected deviations from the service availability agreed in SLAs.
• → ITIL Processes, ITIL Service Transition > Change Management

Project History Log

• A document recording important events during the course of the project, e.g. decisions, escalations and changes to the project scope.
• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

Project Management (Transition Planning and Support)

• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

Project Manager

• → Roles within ITIL, Project Manager

Project Plan

• A formal, approved document showing the major deliverables, milestones, activities and resources for a project, used to guide both project execution and project control.
• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

Purchase Order

• An order for purchasing items from a supplier.
• If the order is for an externally supplied Supporting Service it is accompanied by an Underpinning Contract defining service level targets.
• → ITIL Processes, ITIL Service Design > Supplier Management

Purchase Request

• A request to purchase a service or a product from an external supplier, issued for example from Release Management during Service Build.
• Processing of a Purchase Request will generally proceed only if the requester also holds an approved budget for the purchase.
• → ITIL Processes, ITIL Service Design > Supplier Management

R

Recovery Plan

• Recovery Plans are created mainly by Availability and IT Service Continuity Management.
• The plans contain detailed instructions for returning services to a working state.
• → ITIL Processes,
  • ITIL Service Design > Availability Management
  • ITIL Service Design > IT Service Continuity Management

RFC Template

• A template to be used when formally requesting a Change.
• An RFC includes details of the proposed Change, and may be recorded on paper or electronically.
• → ITIL Processes, ITIL Service Transition > Change Management

Release and Deployment Management

• → ITIL Processes, ITIL Service Transition > Release and Deployment Management

Release Management

• → ITIL Processes,
  • ITIL V3: ITIL Service Transition > Release and Deployment Management
  • ITIL V2: Release Management

Release Manager

• → Roles within ITIL, 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.
• → ITIL Processes, Release Management - ITIL V2

Release Policy

• A set of rules for deploying releases into the live operational environment, defining different approaches for releases depending on their urgency and impact.
• → ITIL Processes, ITIL Service Transition > Release and Deployment Management

Release Record

• A Release Record contains all details of a Release, documenting the history of the Release from the first planning stages to closure.
• → ITIL Processes, ITIL Service Transition > Release and Deployment Management

Request for Access Rights

• A request to grant, change or revoke the right to use a particular service or access certain assets.

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.
• → ITIL Checklist Checklist Request for Change - RFC
• → ITIL Processes, ITIL Service Transition > Change Management

Request Fulfilment

• → ITIL Processes, ITIL Service Operation > Request Fulfilment

Required Modifications to Service Catalogue

• A request from a Service Management process to change the Service Catalogue.
• This request is sent to Service Catalogue Management if new services or service attributes must be recorded.
• → ITIL Processes, ITIL Service Design > Service Catalogue Management

Required Modifications to UCs

• A request from a Service Management process to change an Underpinning Contract.
• This request is most often sent from Service Level Management to Supplier Management if a new service requires a new or modified external Supporting Service.

Risk Management

• → ITIL Processes, ITIL Service Design > Risk Management

Risk Manager

• → Roles within ITIL, Risk Manager

Risk Register

• The Risk Register is a tool used by the Risk Management process to keep an overview of identified risks and corresponding counter measures.
• The Risk Register is sometimes referred to as the Risk Log.
• → ITIL Processes, ITIL Service Design > Risk Management

S

Security Advisories

• A list of known security vulnerabilities compiled from input by third-party product suppliers.
• The list contains instructions for preventive measures and for the handling of security breaches once they occur.
• → ITIL Processes, ITIL Service Design > IT Security Management

Security Alert

• A warning produced by IT Security Management, typically released when outbreaks of security threats are foreseeable or already under way.
• The aim is to make sure that users and IT staff are able to identify any attacks and take appropriate precautions.
• → ITIL Processes, ITIL Service Design > IT Security Management

Security Management Information System

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

Service Acceptance Criteria (SAC)

• A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.
• → ITIL Processes, ITIL Service Design > Service Level Management

Service Architecture

• The Service Architecture for a specific Service identifies all the components of a Service and their structure, including all the corresponding designs for the Service and its components in the Service Design Package.
• However an important part of a Service Architecture is the organisation-level standards and templates that are required for developing and maintaining a consistent an integrated set of Services for the organisation. These standards and templates are usually imbedded in an appropriate architecture management system.

Service Asset and Configuration Management

• → ITIL Processes, ITIL Service Transition > Service Asset and Configuration Management

Service Catalogue

• A database or structured document with information about all live services, including those available for deployment.
• The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services.
• The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.
• → ITIL Processes, ITIL Service Design > Service Catalogue Management

Service Catalogue Management

• → ITIL Processes, ITIL Service Design > Service Catalogue Management

Service Catalogue Manager

• → Roles within ITIL, Service Catalogue Manager

Service Delivery

• → ITIL Discipline, Service Delivery - ITIL V2

Service Design

• → ITIL Core Discipline, ITIL V3 Service Design

Service Design Manager

• → Roles within ITIL, Service Design Manager

Service Design Package (SDP)

• The Service Design Package builds upon the Service Level Requirements.
• It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view.
• The ITILv3 definition for the Service Design Package for an IT Service states: [The Service Design Package is one or more] “Service Design Documents defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement”.
• → ITIL Checklist Service Design Package - SDP
• → ITIL Processes, ITIL Service Design > Service Level Management

Service Design Validation Report

• A report summarizing the results of the Service Design Validation testing activities, documenting that the Service Design Package correctly matches the Service Requirements.
• → ITIL Processes, ITIL Service Transition > Service Validation and Testing

Service Desk

• → ITIL Processes,
  • ITIL V3: ITIL Service Operation > Incident Management
  • ITIL V2: Service Desk and Incident Management - ITIL V2

Service Evaluation

• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

Service Evaluation Report

• A document containing the results and findings from a Service Review.
• This report is an important input for the definition of improvement initiatives.
• → ITIL Checklist Service Evaluation Report
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

Service Improvement Plan (SIP)

• A formal plan to implement improvements to IT processes or services. The SIP is used to manage and log measures initiated from Continual Service Improvement.
• → ITIL Checklist Service Improvement Plan - SIP
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Definition of Improvement Initiatives

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.
• → ITIL V3 - Service Improvement Plan
• → ITIL Processes, Service Level Management - ITIL V2

Service Knowledge Management System (SKMS)

• The Service Knowledge Management System is the central repository of the IT organization’s data, information and knowledge.
• It extends the concept of the infrastructure-focused Configuration Management System to include further information on services, capabilities, and initiatives.
• → ITIL Processes, ITIL Service Transition > Knowledge Management

Service Level Agreement (SLA)

• An agreement between an IT service provider and a customer.
• The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
• A single SLA may cover multiple services or multiple customers.
• → ITIL Checklist SLA - OLA - UC
• → ITIL Processes, ITIL Service Design > Service Level Management

Service Level Management

• → ITIL Processes, ITIL Service Design > Service Level Management

Service Level Manager

• → Roles within ITIL, Service Level Manager

Service Level Report

• The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality.
• To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events.
• A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes.
• A similar report is also created by an external service supplier to document its achieved service performance.
• → ITIL Processes, ITIL Service Design > Service Level Management

Service Level Requirements (SLR)

• The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers.
• → ITIL Processes, ITIL Service Design > Service Level Management

Service Management System

• The standard, BS ISO/IEC 20000-1: 2005 introduced the concept of a “Service Management System”. This is usually a complex “system” of manual and automated processes that are used to manage a Service over its lifetime; in particular, its planning, development, implementation, operation and improvement.
• ITILv3 provides a set of best practice guidelines for Service Management. It addresses those Process Areas that are required for a comprehensive Service Management System. It is difficult to introduce all the ITILv3 Process Areas into a Service Management System in one project or programme, especially in their mature form. As a result, those organisations that have done this, focus on a subset of the ITILv3 Process Areas to create an initial Service Management System, often using BS ISO/IEC 20000-1: 2005 as the standard followed to do this. The initial Service Management System is then subsequently enhanced and improved in later Service Management programmes and projects.
• What is important is that the initial Service Management System contains the minimum set of processes from ITILv3 that enable an organisation to manage a Service across its whole lifecycle. The Service Management (System) Architecture is a vital component of this to ensure the quality and consistency of the Service Management System, especially as it develops over time. Furthermore, an holistic view of the ITILv3 architecture enables a Service Management or Business Architect to design an initial Service Management System that is consistent with the expected form of the future Service Management System.

Service Operation

• → ITIL Core Discipline, ITIL V3 Service Operation

Service Owner

• → Roles within ITIL, Service Owner

Service Portfolio

• The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not.
• It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement.
• It also includes third-party services which are an integral part of service offerings to customers.
• The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services.
• → ITIL Checklist Service Portfolio
• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

Service Portfolio Management

• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

Service Portfolio Manager

• → Roles within ITIL, Service Portfolio Manager

Service Quality Plan (SQP)

• A document containing all management information on the measurement of Service Quality and the contributions made to the IT Services by internal and external Suppliers, upon the basis of KPIs.

Service Request

• A request from a user for information, or advice, or for a standard change or for access to an IT service.
• For example to reset a password, or to provide standard IT services for a new user.
• Service Requests are usually handled by a service desk or a request fulfilment group, and do not require an RFC to be submitted.
• → ITIL Processes, ITIL Service Operation > Request Fulfilment

Service Request Fulfilment Group

• → Roles within ITIL, Service Request Fulfilment Group

Service Request Status Information

• A message containing the present status of a Service Request, usually sent to a user who earlier requested a service.
• → ITIL Processes, ITIL Service Operation > Request Fulfilment

Service Requirements

• The desired outcome of a service, stated in terms of required service functionality and service levels.
• → ITIL Processes, ITIL Service Design > Service Level Management

Service Specification Sheet

• The Service Specification Sheets lays out in detail how the customer requirements can be fulfilled from the viewpoint of the IT Organisation.
• 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).
• This document may also list further consequences related to the provision of the IT Service, such as required resources and skills.
• → ITIL Processes, Service Level Management - ITIL V2

Service Strategy

• A systematic long-term plan of action, designed by the IT Service Organization to achieve defined objectives.
• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

Service Strategy

• → ITIL Core Discipline, ITIL V3 Service Strategy

Service Strategy Plan

• A plan for implementing the Service Strategy, containing specific objectives, activities and responsibilities.
• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

Service Support

• → ITIL Discipline, Service Support - ITIL V2

Service Transition

• → ITIL Core Discipline, ITIL V3 Service Transition

Service Transition Report

• The Service Transition Report is an overall summary of all planned or ongoing Service Transition projects for deploying major Releases, listing key project data like milestones and current project status.
• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

Service Validation and Testing

• → ITIL Processes, ITIL Service Transition > Service Validation and Testing

SLA/ OLA/ UC Catalogue and Structure

• A structured index of Service Level Agreements, Operational Level Agreement and Underpinning Contracts.
• Depending on the approach for structuring the agreements there might be multiple layers of agreements, from generic ones covering general SLM issues to specific ones for particular services/ service components and customers.
• → ITIL Processes, ITIL Service Design > Service Level Management

SLM Document Templates

• Templates for the various documents used within Service Level Management, e.g. Service Level Requirements, Service Level Agreements, Operational Level Agreements, Underpinning Contracts, Service Acceptance Criteria, ...
• → ITIL Processes, ITIL Service Design > Service Level Management

Standard Terms and Conditions

• A set of terms and conditions which are routinely attached to contracts and orders when procuring services or products.
• → ITIL Processes, ITIL Service Design > Supplier Management

Strategic Service Assessment

• The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses and strengths prior to developing a Service Strategy.
• → ITIL Processes, ITIL Service Strategy > Service Portfolio Management

Suggested Changes to SLAs, OLAs and UCs

• Suggestions for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process.
• Suggestions to improve services may originate from anywhere within or outside of the IT organization.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

Suggested Known Error

• A suggestion to create a new entry in the Known Error Database, for example raised by the Service Desk or by Release Management.
• Known Errors are managed throughout their lifecycle by Problem Management.
• → ITIL Processes, ITIL Service Operation > Problem Management

Suggested Problem

• A notification about a suspected Problem, handed over to Problem Management for further investigation.
• → ITIL Processes, ITIL Service Operation > Problem Management

Suggested Process Improvement

• Suggestions for improving Service Management processes, handed over to the Continual Service Improvement process.
• Suggestions for process improvements may originate from anywhere within the IT organization.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

Suggested Workaround

• A suggestion to enter a new Workaround in the Known Error Database, for example raised by the Service Desk or by Release Management. Workarounds are managed throughout their lifecycle by Problem Management.
• → ITIL Processes, ITIL Service Operation > Problem Management

Suggestions and Complaints

• Suggestions and complaints from the customer side which are addressed in the Continual Service Improvement process.
• → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

Suggestion to Influence Service Demand

• A suggestion to influence demand for service capacity, usually sent from the Capacity Manager to Demand Management.
• → ITIL Processes, ITIL Service Design > Capacity Management

Supplier and Contract Database (SCD)

• A database or structured document used to manage supplier contracts throughout their lifecycle.
• The SCD contains key attributes of all contracts and suppliers, and should be part of the Service Knowledge Management System.
• → ITIL Processes, ITIL Service Design > Supplier Management

Supplier and Contract Review

• The Supplier and Contract Review documents achieved vs. agreed supplier performance.
• It also contains any identified supplier weaknesses and problems, as well as suggestions on how the situation could be improved.
• → ITIL Processes, ITIL Service Design > Supplier Management

Supplier Evaluation

• The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier.
• → ITIL Processes, ITIL Service Design > Supplier Management

Supplier Management

• → ITIL Processes, ITIL Service Design > Supplier Management

Supplier Manager

• → Roles within ITIL, Supplier Manager

Supplier Strategy

• The Supplier Strategy sets guidelines for the procurement of services and goods.
• It typically includes criteria for the selection of suitable suppliers and a list of preferred suppliers.
• → ITIL Processes, ITIL Service Design > Supplier Management

Support Knowledge Base

• A Database containing information about Incidents, Problems and Known Errors.
• The Knowledge Base is used to match new Incidents with historical information, with the objective of improving resolution times and First Time Fix Rates.
• → ITIL Processes, Service Desk and Incident Management - ITIL V2

Support Request

• A request to support the resolution of an Incident or Problem, usually issued from the Incident or Problem Management processes when further assistance is needed from technical experts.
• → ITIL Processes, ITIL Service Operation > Incident Management

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 Continual Service Improvement (CSI) > Service Evaluation

T

Technical Analyst/ Architect

• →Roles within ITIL, Technical Analyst/ Architect

Test and QS Manager

• → Roles within ITIL, Test and QS Manager

Testing Script

• A detailed set of instructions for testing certain aspects of an application or infrastructure item.
• The Testing Script essentially defines the activities to be carried out and the expected outcomes.
• → ITIL Processes, ITIL Service Transition > Service Validation and Testing

Test Manager

• → Roles within ITIL, Test Manager

Test Model

• A Test Model is created during the Release planning phase to specify in detail the testing approach used for deploying a Release into the productive environment. It is an important input for the Project Plan.
• Most importantly, this document defines the required quality assurance checkpoints during the Release deployment.
• → ITIL Processes, ITIL Service Transition > Service Validation and Testing

Transition Planning and Support

• → ITIL Processes, ITIL Service Transition > Project Management - Transition Planning and Support

Test Report

• A report of the preparation, progress and evaluation of a test, created for example during the various tests carried out by Availability, IT Service Continuity or IT Security Management.
• → ITIL Processes,
  • ITIL Service Design > Availability Management
  • ITIL Service Design > IT Service Continuity Management
  • ITIL Service Design > IT Security Management

U

Underpinning Contract (UC)

• A contract between an IT service provider and a third party.
• The third party provides services that support the delivery of a service to a customer.
• The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level targets in an SLA.
• → ITIL Checklist SLA - OLA - UC
• → ITIL Processes, ITIL Service Design > Supplier Management

User

• → Roles within ITIL, User

User Escalation

• Escalation regarding the processing of an Incident, initiated by a user experiencing delays or a failure to restore their services.
• → ITIL Processes, ITIL Service Operation > Incident Management

User FAQs

• Self-help information for users supplied by the Service Desk, usually as part of the Support Pages on the intranet.
• → ITIL Processes, ITIL Service Operation > Incident Management

User Identity Record

• A set of data with all the details identifying a user or person.
• It is used to grant rights to that user or person.
• → ITIL Processes, ITIL Service Operation > Access Management

User Identity Request

• A request to create, modify or delete a User Identity.
• → ITIL Processes, ITIL Service Operation > Access Management

User Role

• A role as part of a catalogue or hierarchy of all the roles (types of users) in the organization.
• Access rights are based on the roles that individual users have as part of an organization.
• → ITIL Processes, ITIL Service Operation > Access Management

User Role Access Profile

• A set of data defining the level of access to a service or group of services for a certain type of user ("User Role").
• User Role Access Profiles help to protect the confidentiality, integrity and availability of assets by defining what information computer users can utilize, the programs that they can run, and the modifications that they can make.
• → ITIL Processes, ITIL Service Operation > Access Management

User Role Requirements

• Requirements from the business side for the catalogue or hierarchy of user roles (types of users) in the organization.
• Access rights are based on the roles that individual users have as part of an organization.
• → ITIL Processes, ITIL Service Operation > Access Management

V

Validation Test Report

• A Validation Test Report summarizes the results of testing and assessment activities, documenting that the assessed Release components successfully passed a validation stage.
• → ITIL Processes, ITIL Service Transition > Service Validation and Testing

W

Workaround

• Reducing or eliminating the impact of an Incident or Problem for which a full resolution is not yet available, for example by restarting a failed Configuration Item.
• Workarounds for Problems are documented in Known Error records.
• → ITIL Processes, ITIL Service Operation > Problem Management

Notes

[1] CMMI® (Capability Maturity Model Integrated) is a registered trade mark of the Software Engineering Institute, Carnegie Mellon University.

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