ITIL Glossary/ ITIL Terms C: Difference between revisions
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The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the '''IT Infrastructure Library ITIL®''' (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[[ITIL Glossary#ITIL|['''1''']]] | The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the '''IT Infrastructure Library ITIL®''' (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[[ITIL Glossary/_ITIL_Terms_C#ITIL|['''1''']]] | ||
[[ITIL Glossary#All ITIL Terms|Look up all terms]] or browse alphabetically: | [[ITIL Glossary#All ITIL Terms|Look up all terms]] or browse alphabetically: | ||
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<p><span id="top"> </span></p> | <p><span id="top"> </span></p> | ||
==ITIL Terms starting with <big>C</big>== | ===ITIL Terms starting with <big>C</big>=== | ||
---- | |||
For quick access, all ITIL terms and definitions starting with "C" are listed below. | For quick access, all ITIL terms and definitions starting with "C" are listed below. | ||
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<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> | ||
Revision as of 13:42, 28 November 2014
All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM)
| ITIL Glossary Terms |
The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[1]
Look up all terms or browse alphabetically:
| 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 starting with C
For quick access, all ITIL terms and definitions starting with "C" are listed below.
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 the Cabinet Office in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Source (partially): ITIL Glossaries/ Acronyms © Crown copyright. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. — The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.
ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with C
