ITIL Glossary

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ITIL Glossary A-Z

ITIL Glossary
All terms and definitions related to the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM)

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]

Names of processes, roles and ITIL inputs/ outputs that are specific to a particular version of ITIL are labeled accordingly (e.g. glossary terms introduced with ITIL 2011).

You are able to navigate the ITIL Glossary:

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

Remark: The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.

 

ITIL Glossary Terms

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

 

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

 

All ITIL Terms

For quick access, all ITIL terms and definitions "A-Z" are listed below.

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

 

1-9

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

[top]

A

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

[top]

B

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

[top]

C

• CAB
• CAB Agenda Template
• Capacity Forecast
• Capacity Management
• Capacity Management Information System
• Capacity Manager
• Capacity Plan
• Capacity Report
• Change
• Change Advisory Board (CAB)
• Change Build phase
• Change Classification
• Change Deployment phase
• Change Evaluation
• Change Evaluation Report
• Change Management
• Change Management Policy
• Change Manager
• Change Model
• Change Owner
• Change Proposal
• Change Record
• Change Request to CMS Structure
• Change Request to Enterprise Architecture
• Change Request to Process Architecture
• Change Schedule
• CI (Configuration Item)
• CI Status Monitoring Report
• Client (Contract Partner)
• CMDB
• CMDB Audit Protocol
• CMS/ CMDB
• CMS Change Policy
• Complaint Status Information
• Complaints and Compliments
• Complaints Log
• Compliance Management
• Compliance Manager
• Compliance Register
• Compliance Review
• Component Capacity Management
• Config Management Database (CMDB)
• Configuration Audit
• Configuration Audit Report
• Configuration Control
• Configuration Identification
• Configuration Management
• Configuration Manager
• Continual Service Improvement (CSI)
• Cost Data for Service Provisioning
• CSI
• CSI Initiative
• CSI Monitoring
• CSI Register
• Customer
• Customer Agreement Portfolio
• Customer Complaint
• Customer Portfolio
• Customer Satisfaction Survey
• Customer Survey Evaluation
• Customer Survey Questionnaire
• Customer Survey Response
• Customer Survey Response

[top]

D

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

[top]

E

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

[top]

F

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

[top]

I

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

[top]

K

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

[top]

M

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

[top]

N

• Notification of Service Failure

O

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

[top]

P

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

[top]

R

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

[top]

S

• SDP
• Security Advisories
• Security Alert
• Security Controls
• Security Incident
• Security Management Information System
• Security Review
• Service
• Service Acceptance Criteria (SAC)
• Service Activation
• Service Architecture
• Service Asset and Configuration Management
• Service Assessment
• Service Capacity Management
• Service Catalogue
• Service Catalogue Management
• Service Catalogue Manager
• Service Charter
• Service Definition
• Service Delivery
• Service Design
• Service Design Manager
• Service Design Package (SDP)
• Service Design Planning
• Service Design Policy
• Service Design Review
• Service Desk
• Service Improvement Plan (SIP)
• Service Knowledge Management System (SKMS)
• Service Level Agreement (SLA)
• Service Level Management
• Service Level Manager
• Service Level Report
• Service Level Requirements (SLR)
• Service Management System
• Service Model
• Service Operation
• Service Owner
• Service Portfolio
• Service Portfolio Management
• Service Portfolio Management Review
• Service Portfolio Manager
• Service Quality Plan (SQP)
• Service Request
• Service Request Fulfilment Group
• Service Request Model
• Service Request Record
• Service Request Status Information
• Service Requirements
• Service Review
• Service Review Report
• Service Specification Sheet
• Service Strategy
• Service Strategy Definition
• Service Strategy Plan
• Service Strategy Manager
• Service Support
• Service Transition
• Service Transition Plan
• Service User
• Service Validation and Testing
• Seven-Step Improvement Guideline
• SIP
• Skills Inventory
• SLA
• SLA Review
• SLM
• SLM Document Templates
• SLM Framework
• SLR
• SQP
• Standard Terms and Conditions
• Status Inquiry
• Strategic Action Plan
• Strategic Service Assessment
• Strategy Management for IT Services
• Suggested new Known Error
• Suggested new Problem
• Suggested new Workaround
• Suggested Process Improvement
• Suggested Service Improvement
• Supplier and Contract Database (SCD)
• Supplier and Contract Management Information System (SCMIS)
• Supplier and Contract Review
• Supplier Evaluation
• Supplier Management
• Supplier Management Framework
• Supplier Manager
• Supplier Service Level Report
• Supplier Strategy
• Support Knowledge Base
• Support Request

[top]

T

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

[top]

U

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

[top]

W

• Workaround

 

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Notes

[1] ITIL® is a Registered Trade Mark of 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.

[2] 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.

   

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