|
|
| Line 1: |
Line 1: |
| <seo metakeywords="itil definitions, itil glossary, itil 2011 glossary" metadescription="The ITIL Glossary provides you with definitions for the most important ITIL Glossary Terms (ITIL 2011, ITIL V3 & V2). You are able to navigate the ITIL Glossary: ... " /> | | <seo metakeywords="itil glossary, itil definitions, itil 2011 glossary, itsm glossary, it service management glossary, itil v3 glossary" metadescription="The ITIL® Glossary provides you with definitions for the most important ITIL Glossary Terms (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM). You are able to navigate the ITIL Glossary: ... " /> |
| <imagemap> | | <imagemap> |
| Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL Glossary - ITIL V3 Glossary|100px | | Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL Glossary - ITIL 2011 Glossary|100px |
| rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Glossar diese Seite auf Deutsch] | | rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Glossar diese Seite auf Deutsch] |
| rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/Glosario_ITIL esta página en español] | | rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/Glosario_ITIL esta página en español] |
| Line 10: |
Line 10: |
| __NOTOC__ | | __NOTOC__ |
|
| |
|
| The ITIL Glossary provides you with definitions for the most important ITIL Glossary Terms (ITIL 2011, ITIL V3 & V2) in alphabetical order.[[ITIL Glossary#Notes|['''1''']]]
| | ==ITIL Glossary A-Z== |
|
| |
|
| 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.
| | [[image:Thumb-glossary-itil.jpg|frame|right|alt=ITIL Glossar V3 2011|[[ITIL Glossary#ITIL Glossary A-Z|'''ITIL Glossary''']]<br />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.[[ITIL Glossary#ITIL|['''1''']]] |
|
| |
|
| ''Remark:''
| | 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). |
| ''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 [http://www.best-management-practice.com/bookstore.asp?DI=575004&FO=1230366 ITIL Glossary compiled by TSO in conjunction with the Cabinet Office] is available for download from the Internet.''
| | 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. [[ITIL Glossary#ITIL|['''2''']]] |
|
| |
|
| {|
| | <small>''Remark:'' |
| | [[#1-9|'''1''']] || [[#1-9|'''...''']] || [[#1-9|'''9''']] ||
| | ''The complete [http://www.best-management-practice.com/bookstore.asp?DI=575004&FO=1230366 ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO] is available for download from the Internet.''</small> |
| |-
| |
| | [[#A|'''A''']] || [[#B|'''B''']] || [[#C|'''C''']] || [[#D|'''D''']] || [[#E|'''E''']] || [[#F|'''F''']] || [[#G|'''G''']] || [[#H|'''H''']] || [[#I|'''I''']] || [[#J|'''J''']] || [[#K|'''K''']] || [[#L|'''L''']] || [[#M|'''M''']]
| |
| |-
| |
| | [[#N|'''N''']] || [[#O|'''O''']] || [[#P|'''P''']] || [[#Q|'''Q''']] || [[#R|'''R''']] || [[#S|'''S''']] || [[#T|'''T''']] || [[#U|'''U''']] || [[#V|'''V''']] || [[#W|'''W''']] || [[#X|'''X''']] || [[#Y|'''Y''']] || [[#Z|'''Z''']]
| |
| |}
| |
|
| |
|
| | <p> </p> |
|
| |
|
| == <span id="ITIL Glossary 1-9">1-9</span> == | | ==ITIL Glossary Terms== |
|
| |
|
| ==== 1st Level Support ====
| | [[ITIL Glossary#All ITIL Terms|Look up all terms]] or browse alphabetically: |
| * → Roles within ITIL, [[Roles within ITIL V3#1st Level Support|1st Level Support]]
| |
|
| |
|
| ==== 2nd Level Support ====
| | {| |
| * → Roles within ITIL, [[Roles within ITIL V3#2nd Level Support|2nd Level Support]]
| | | [[ITIL_Glossary/_ITIL_Terms_1-9|'''1 ... 9''']] |
| | |} |
| | {| |
| | | [[ITIL_Glossary/_ITIL_Terms_A|'''A''']]|||| [[ITIL_Glossary/_ITIL_Terms_B|'''B''']]|||| [[ITIL_Glossary/_ITIL_Terms_C|'''C''']]|||| [[ITIL_Glossary/_ITIL_Terms_D|'''D''']]|||| [[ITIL_Glossary/_ITIL_Terms_E|'''E''']]|||| [[ITIL_Glossary/_ITIL_Terms_F|'''F''']]|||| '''G'''|||| '''H'''|||| [[ITIL_Glossary/_ITIL_Terms_I|'''I''']]|||| '''J'''|||| [[ITIL_Glossary/_ITIL_Terms_K|'''K''']]|||| '''L'''|||| [[ITIL_Glossary/_ITIL_Terms_M|'''M''']] |
| | |- |
| | | [[ITIL_Glossary/_ITIL_Terms_N|'''N''']]|||| [[ITIL_Glossary/_ITIL_Terms_O|'''O''']]|||| [[ITIL_Glossary/_ITIL_Terms_P|'''P''']]|||| '''Q'''|||| [[ITIL_Glossary/_ITIL_Terms_R|'''R''']]|||| [[ITIL_Glossary/_ITIL_Terms_S|'''S''']]|||| [[ITIL_Glossary/_ITIL_Terms_T|'''T''']]|||| [[ITIL_Glossary/_ITIL_Terms_U|'''U''']]|||| '''V'''|||| [[ITIL_Glossary/_ITIL_Terms_W|'''W''']]|||| '''X'''|||| '''Y'''|||| '''Z''' |
| | |} |
|
| |
|
| ==== 3rd Level Support ====
| | <p> </p> |
| * → Roles within ITIL, [[Roles within ITIL V3#3rd Level Support|3rd Level Support]]
| |
|
| |
|
| ==== 7-Step Improvement Guideline ====
| | '''Other languages''': The [https://wiki.de.it-processmaps.com/index.php/ITIL-Glossar ITIL Glossary, German Version] and the [https://wiki.es.it-processmaps.com/index.php/Glosario_ITIL ITIL Glossary in Spanish]. |
| * → [[ITIL Glossary#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]]
| |
|
| |
|
| == <span id="ITIL Glossary A">A</span> ==
| | <p> </p> |
|
| |
|
| ==== Access Management ==== | | ==All ITIL Terms== |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Access Management]]
| |
|
| |
|
| ==== Access Manager ====
| | For quick access, all ITIL terms and definitions "A-Z" are listed below. |
| * → Roles within ITIL, [[Roles within ITIL V3#Access Manager|Access Manager]]
| |
|
| |
|
| ==== Access Rights ====
| | Please click on one of the terms to see its definition: |
| * 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 V3 Service Operation|ITIL Service Operation]] > [[Access Management]]
| |
|
| |
|
| ====Application Development====
| | <p> </p> |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Application Development and Customization|Application Development]]
| |
|
| |
|
| ====Application Developer==== | | ====0-9==== |
| * → Roles within ITIL, [[Roles within ITIL V3#Application Developer|Application Developer]] | | * [[ITIL_Glossary/_ITIL_Terms_1-9#1st Level Correlation|1st Level Correlation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_1-9#1st Level Support|1st Level Support]] |
| | * [[ITIL_Glossary/_ITIL_Terms_1-9#2nd Level Correlation|2nd Level Correlation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_1-9#2nd Level Support|2nd Level Support]] |
| | * [[ITIL_Glossary/_ITIL_Terms_1-9#3rd Level Support|3rd Level Support]] |
| | * [[ITIL_Glossary/_ITIL_Terms_1-9#7-Step Improvement Guideline|7-Step Improvement Guideline]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Application Framework ==== | | ====A==== |
| * Application Frameworks aim to promote the re-use of components and the standardizing of technologies on which applications are based. | | * [[ITIL_Glossary/_ITIL_Terms_A#Acceptance Test|Acceptance Test]] |
| * For this reason, they have to be planned and managed separately from software development projects – but must be carefully aligned with the needs of software developers. | | * [[ITIL_Glossary/_ITIL_Terms_A#Access Management|Access Management]] |
| * Application Frameworks define classes of applications, typically with common non-functional requirements. | | * [[ITIL_Glossary/_ITIL_Terms_A#Access Manager|Access Manager]] |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Architecture Management|Architecture Management]] | | * [[ITIL_Glossary/_ITIL_Terms_A#Access Rights|Access Rights]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Application Developer|Application Developer]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Application Development|Application Development]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Application Framework|Application Framework]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Application Management|Application Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Application Manager|Application Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Applications Analyst|Applications Analyst]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Architecture Management|Architecture Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Design Guidelines|Availability Design Guidelines]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Guidelines for the Service Desk|Availability Guidelines for the Service Desk]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Improvement Plan|Availability Improvement Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability/ ITSCM/ Security Testing Schedule|Availability/ ITSCM/ Security Testing Schedule]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Management|Availability Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Management Information System|Availability Management Information System]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Manager|Availability Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Monitoring|Availability Monitoring]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Plan|Availability Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Report|Availability Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_A#Availability Test|Availability Test]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Application Management ==== | | ====B==== |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[ITIL Application Management|Application Management]] | | * [[ITIL_Glossary/_ITIL_Terms_B#Baseline|Baseline]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Budget Allocation|Budget Allocation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Budget Request|Budget Request]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Business Capacity Management|Business Capacity Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Business Continuity Strategy|Business Continuity Strategy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Business Impact and Risk Analysis|Business Impact and Risk Analysis]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Business Planning Information|Business Planning Information]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Business Relationship Management|Business Relationship Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_B#Business Relationship Manager|Business Relationship Manager]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Application Manager ==== | | ====C==== |
| * → Roles within ITIL, [[Roles within ITIL#Application Manager|Application Manager]] | | * [[ITIL_Glossary/_ITIL_Terms_C#CAB|CAB]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CAB Agenda Template|CAB Agenda Template]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Capacity Forecast|Capacity Forecast]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Capacity Management|Capacity Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Capacity Management Information System|Capacity Management Information System]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Capacity Manager|Capacity Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Capacity Plan|Capacity Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Capacity Report|Capacity Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change|Change]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Advisory Board (CAB)|Change Advisory Board (CAB)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Build phase|Change Build phase]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Classification|Change Classification]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Deployment phase|Change Deployment phase]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Evaluation|Change Evaluation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Evaluation Report|Change Evaluation Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Management|Change Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Management Policy|Change Management Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Manager|Change Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Model|Change Model]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Owner|Change Owner]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Proposal|Change Proposal]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Record|Change Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Request to CMS Structure|Change Request to CMS Structure]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Request to Enterprise Architecture|Change Request to Enterprise Architecture]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Request to Process Architecture|Change Request to Process Architecture]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Change Schedule|Change Schedule]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CI (Configuration Item)|CI (Configuration Item)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CI Status Monitoring Report|CI Status Monitoring Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Client (Contract Partner)|Client (Contract Partner)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CMDB|CMDB]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CMDB Audit Protocol|CMDB Audit Protocol]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CMS/ CMDB|CMS/ CMDB]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CMS Change Policy|CMS Change Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Complaint Status Information|Complaint Status Information]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Complaints and Compliments|Complaints and Compliments]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Complaints Log|Complaints Log]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Compliance Management|Compliance Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Compliance Manager|Compliance Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Compliance Register|Compliance Register]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Compliance Review|Compliance Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Component Capacity Management|Component Capacity Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Config Management Database (CMDB)|Config Management Database (CMDB)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Configuration Audit|Configuration Audit]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Configuration Audit Report|Configuration Audit Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Configuration Control|Configuration Control]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Configuration Identification|Configuration Identification]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Configuration Management|Configuration Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Configuration Manager|Configuration Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Continual Service Improvement (CSI)|Continual Service Improvement (CSI)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Cost Data for Service Provisioning|Cost Data for Service Provisioning]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CSI|CSI]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CSI Initiative|CSI Initiative]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CSI Monitoring|CSI Monitoring]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#CSI Register|CSI Register]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer|Customer]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Agreement Portfolio|Customer Agreement Portfolio]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Complaint|Customer Complaint]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Portfolio|Customer Portfolio]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Satisfaction Survey|Customer Satisfaction Survey]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Evaluation|Customer Survey Evaluation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Questionnaire|Customer Survey Questionnaire]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Response|Customer Survey Response]] |
| | * [[ITIL_Glossary/_ITIL_Terms_C#Customer Survey Response|Customer Survey Response]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Applications Analyst ==== | | ====D==== |
| * → Roles within ITIL, [[Roles within ITIL V3#Applications Analyst|Applications Analyst]] | | * [[ITIL_Glossary/_ITIL_Terms_D#Data for Project Plan Update|Data for Project Plan Update]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Definition of Improvement Initiatives|Definition of Improvement Initiatives]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Definitive Media Library (DML)|Definitive Media Library (DML)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Definitive Software Library (DSL)|Definitive Software Library (DSL)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Demand Management|Demand Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Demand Manager|Demand Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Design Coordination|Design Coordination]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Desired Service Outcomes|Desired Service Outcomes]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Development/ Installation QA Documentation|Development/ Installation QA Documentation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Development Work Order|Development Work Order]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Disaster Practice|Disaster Practice]] |
| | * [[ITIL_Glossary/_ITIL_Terms_D#Disaster Recovery Invocation Guideline|Disaster Recovery Invocation Guideline]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Architecture Management ==== | | ====E==== |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Architecture Management|Architecture Management]] | | * [[ITIL_Glossary/_ITIL_Terms_E#Emergency Change|Emergency Change]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Emergency Change Advisory Board (ECAB)|Emergency Change Advisory Board (ECAB)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Emergency Committee (EC)|Emergency Committee (EC)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Emergency Plan|Emergency Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architect|Enterprise Architect]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Architecture (EA)|Enterprise Architecture (EA)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Enterprise Policies and Regulations|Enterprise Policies and Regulations]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Categorization Scheme|Event Categorization Scheme]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Filtering and Correlation Rules|Event Filtering and Correlation Rules]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Management|Event Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Manager|Event Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Monitoring|Event Monitoring]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Record|Event Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Review|Event Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_E#Event Trends and Patterns|Event Trends and Patterns]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Availability Design Guidelines ==== | | ====F==== |
| * 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_Glossary/_ITIL_Terms_F#Facilities Management|Facilities Management]] |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]] | | * [[ITIL_Glossary/_ITIL_Terms_F#Facilities Manager|Facilities Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Financial Analysis|Financial Analysis]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Financial Data Categories|Financial Data Categories]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Financial Management|Financial Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Financial Management for IT Services|Financial Management for IT Services]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Financial Manager|Financial Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Financial Planning|Financial Planning]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_F#FSC|FSC]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Availability Guidelines for the Service Desk ==== | | ====I==== |
| * Rules produced by [[Availability Management]] on how to manage Incidents causing unavailability, to prevent minor Incidents from becoming major Incidents. | | * [[ITIL_Glossary/_ITIL_Terms_I#Improvement Initiative|Improvement Initiative]] |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]] | | * [[ITIL_Glossary/_ITIL_Terms_I#Incident|Incident]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Categorization|Incident Categorization]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Closure|Incident Closure]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Escalation Rules|Incident Escalation Rules]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Management|Incident Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Management Report|Incident Management Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Manager|Incident Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Model|Incident Model]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Monitoring|Incident Monitoring]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Prioritization Guideline|Incident Prioritization Guideline]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Record|Incident Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Report|Incident Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Resolution|Incident Resolution]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Incident Status Information|Incident Status Information]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Index of Disaster-Relevant Information|Index of Disaster-Relevant Information]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Indirect Cost Allocation Table|Indirect Cost Allocation Table]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Information Security Management|Information Security Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Information Security Manager|Information Security Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Information Security Policy|Information Security Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Information Security Report|Information Security Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Installation Work Order|Installation Work Order]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#Invoice|Invoice]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Budget|IT Budget]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#ITC Infrastructure Manager|ITC Infrastructure Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Facilities Management|IT Facilities Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Operations Control|IT Operations Control]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Operations Management|IT Operations Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Operations Manager|IT Operations Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Operator|IT Operator]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#ITSCM|ITSCM]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#ITSCM Review|ITSCM Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#ITSCM Risk Analysis|ITSCM Risk Analysis]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#ITSCM Test|ITSCM Test]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Management|IT Service Continuity Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Manager|IT Service Continuity Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Plan|IT Service Continuity Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Report|IT Service Continuity Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Plan|IT Service Continuity Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Continuity Strategy|IT Service Continuity Strategy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Service Management|IT Service Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_I#IT Steering Group (ISG)|IT Steering Group (ISG)]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ====Availability Improvement Plan==== | | ====K==== |
| * A Plan to ensure that existing and future Availability requirements for IT Services can be fulfilled cost-effectively. | | * [[ITIL_Glossary/_ITIL_Terms_K#Key Performance Indicator (KPI)|Key Performance Indicator (KPI)]] |
| * It embraces a description of the current situation, improvement measures and planned new guidelines. | | * [[ITIL_Glossary/_ITIL_Terms_K#Knowledge Management|Knowledge Management]] |
| * → [[Checklist Availability Improvement Plan]] | | * [[ITIL_Glossary/_ITIL_Terms_K#Knowledge Manager|Knowledge Manager]] |
| * → ITIL Processes, [[Availability Management - ITIL V2]] | | * [[ITIL_Glossary/_ITIL_Terms_K#Known Error|Known Error]] |
| | * [[ITIL_Glossary/_ITIL_Terms_K#Known Error Database|Known Error Database]] |
| | * [[ITIL_Glossary/_ITIL_Terms_K#KPI Target Value|KPI Target Value]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Availability/ ITSCM/ Security Testing Schedule ==== | | ====M==== |
| * A schedule for the regular testing of all availability, continuity and security mechanisms, jointly maintained by [[Availability Management|Availability]], [[IT Service Continuity Management|IT Service Continuity]] and [[IT Security Management|Information Security Management]]. | | * [[ITIL_Glossary/_ITIL_Terms_M#Maintenance Plan/ SOP|Maintenance Plan/ SOP]] |
| * → ITIL Processes,
| | * [[ITIL_Glossary/_ITIL_Terms_M#Major Incident Review|Major Incident Review]] |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]]
| | * [[ITIL_Glossary/_ITIL_Terms_M#Major Incident Team|Major Incident Team]] |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Service Continuity Management]]
| | * [[ITIL_Glossary/_ITIL_Terms_M#Major Problem Review|Major Problem Review]] |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| | * [[ITIL_Glossary/_ITIL_Terms_M#Minor Change|Minor Change]] |
| | * [[ITIL_Glossary/_ITIL_Terms_M#Monitoring of CSI Initiatives|Monitoring of CSI Initiatives]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Availability Management ==== | | ====N==== |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]] | | * [[ITIL_Glossary/_ITIL_Terms_N#Notification of Service Failure|Notification of Service Failure]] |
|
| |
|
| ==== Availability Management Information System ==== | | ====O==== |
| * A virtual repository of all [[Availability Management]] data, usually stored in multiple physical locations. | | * [[ITIL_Glossary/_ITIL_Terms_O#OLA|OLA]] |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]] | | * [[ITIL_Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)|Operational Level Agreement (OLA)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_O#Operations Manager|Operations Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_O#Operator|Operator]] |
| | * [[ITIL_Glossary/_ITIL_Terms_O#Outline of Service Requirements|Outline of Service Requirements]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Availability Manager ==== | | ====P==== |
| * → Roles within ITIL, [[Roles within ITIL V3#Availability Manager|Availability Manager]] | | * [[ITIL_Glossary/_ITIL_Terms_P#Pattern of Business Activity (PBA)|Pattern of Business Activity (PBA)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#PIR|PIR]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Post Implementation Review (PIR)|Post Implementation Review (PIR)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Pro-Active User Information|Pro-Active User Information]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem|Problem]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Categorization|Problem Categorization]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Closure|Problem Closure]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Identification|Problem Identification]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Management|Problem Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Management Report|Problem Management Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Manager|Problem Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Priority|Problem Priority]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Record|Problem Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Problem Report|Problem Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process and Asset Valuation|Process and Asset Valuation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Architect|Process Architect]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Architecture|Process Architecture]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Area|Process Area]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Assessment Guideline|Process Assessment Guideline]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Audit|Process Audit]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Benchmarking|Process Benchmarking]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Design|Process Design]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Evaluation|Process Evaluation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Evaluation Programme|Process Evaluation Programme]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Evaluation Report|Process Evaluation Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Maturity Assessment|Process Maturity Assessment]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Metric (KPI)|Process Metric (KPI)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Process Owner|Process Owner]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Charter|Project Charter]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Control|Project Control]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Coordination|Project Coordination]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Projected Service Availability (PSA)|Projected Service Availability (PSA)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Projected Service Outage (PSO)|Projected Service Outage (PSO)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project History Log|Project History Log]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Management (Transition Planning and Support)|Project Management (Transition Planning and Support)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Manager|Project Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Plan (Service Transition Plan)|Project Plan (Service Transition Plan)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Project Portfolio Status Report|Project Portfolio Status Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Purchase Order|Purchase Order]] |
| | * [[ITIL_Glossary/_ITIL_Terms_P#Purchase Request|Purchase Request]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Availability Plan ==== | | ====R==== |
| * The Availability Plan contains detailed information about initiatives aimed at improving service and/ or component availability. | | * [[ITIL_Glossary/_ITIL_Terms_R#Recovery Plan|Recovery Plan]] |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]] | | * [[ITIL_Glossary/_ITIL_Terms_R#Release|Release]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Build|Release Build]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Component|Release Component]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Deployment|Release Deployment]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release and Deployment Management|Release and Deployment Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Management|Release Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Manager|Release Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Package|Release Package]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Plan|Release Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Planning|Release Planning]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Policy|Release Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Record|Release Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Release Unit|Release Unit]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Request Categorization|Request Categorization]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Request for Access Rights|Request for Access Rights]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Request for Change (RFC)|Request for Change (RFC)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Request for Service|Request for Service]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Request Fulfilment|Request Fulfilment]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Required Modifications to Service Catalogue|Required Modifications to Service Catalogue]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Required Modifications to UCs|Required Modifications to UCs]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#RFC|RFC]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#RFC Template|RFC Template]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#RFC Assessment Guideline|RFC Assessment Guideline]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#RFC Template|RFC Template]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Risk Analysis|Risk Analysis]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Risk Management|Risk Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Risk Management Policy|Risk Management Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Risk Manager|Risk Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Risk Monitoring|Risk Monitoring]] |
| | * [[ITIL_Glossary/_ITIL_Terms_R#Risk Register|Risk Register]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ====Availability Report==== | | ====S==== |
| * The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability. | | * [[ITIL_Glossary/_ITIL_Terms_S#SDP|SDP]] |
| * → [[Checklist Availability Report]] | | * [[ITIL_Glossary/_ITIL_Terms_S#Security Advisories|Security Advisories]] |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]] | | * [[ITIL_Glossary/_ITIL_Terms_S#Security Alert|Security Alert]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Security Controls|Security Controls]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Security Incident|Security Incident]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Security Management Information System|Security Management Information System]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Security Review|Security Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Acceptance Criteria (SAC)|Service Acceptance Criteria (SAC)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Activation|Service Activation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Architecture|Service Architecture]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Asset and Configuration Management|Service Asset and Configuration Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Assessment|Service Assessment]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Capacity Management|Service Capacity Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Catalogue|Service Catalogue]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Catalogue Management|Service Catalogue Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Catalogue Manager|Service Catalogue Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Charter|Service Charter]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Definition|Service Definition]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Delivery|Service Delivery]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Design|Service Design]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Design Manager|Service Design Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Design Package (SDP)|Service Design Package (SDP)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Design Planning|Service Design Planning]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Design Policy|Service Design Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Design Review|Service Design Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Desk|Service Desk]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP)|Service Improvement Plan (SIP)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Knowledge Management System (SKMS)|Service Knowledge Management System (SKMS)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Level Agreement (SLA)|Service Level Agreement (SLA)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Level Management|Service Level Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Level Manager|Service Level Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Level Report|Service Level Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Level Requirements (SLR)|Service Level Requirements (SLR)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Management System|Service Management System]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Model|Service Model]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Operation|Service Operation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Owner|Service Owner]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio|Service Portfolio]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio Management|Service Portfolio Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio Management Review|Service Portfolio Management Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Portfolio Manager|Service Portfolio Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Quality Plan (SQP)|Service Quality Plan (SQP)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Request|Service Request]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Request Fulfilment Group|Service Request Fulfilment Group]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Request Model|Service Request Model]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Request Record|Service Request Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Request Status Information|Service Request Status Information]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Requirements|Service Requirements]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Review|Service Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Review Report|Service Review Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Specification Sheet|Service Specification Sheet]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy|Service Strategy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy Definition|Service Strategy Definition]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy Plan|Service Strategy Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Strategy Manager|Service Strategy Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Support|Service Support]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Transition|Service Transition]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Transition Plan|Service Transition Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service User|Service User]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Service Validation and Testing|Service Validation and Testing]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SIP|SIP]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Skills Inventory|Skills Inventory]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SLA|SLA]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SLA Review|SLA Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SLM|SLM]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SLM Document Templates|SLM Document Templates]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SLM Framework|SLM Framework]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SLR|SLR]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#SQP|SQP]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Standard Terms and Conditions|Standard Terms and Conditions]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Status Inquiry|Status Inquiry]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Strategic Action Plan|Strategic Action Plan]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Strategic Service Assessment|Strategic Service Assessment]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Strategy Management for IT Services|Strategy Management for IT Services]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Suggested new Known Error|Suggested new Known Error]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Suggested new Problem|Suggested new Problem]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Suggested new Workaround|Suggested new Workaround]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Suggested Process Improvement|Suggested Process Improvement]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Suggested Service Improvement|Suggested Service Improvement]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier and Contract Database (SCD)|Supplier and Contract Database (SCD)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier and Contract Review|Supplier and Contract Review]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier Evaluation|Supplier Evaluation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier Management|Supplier Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier Management Framework|Supplier Management Framework]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier Manager|Supplier Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier Service Level Report|Supplier Service Level Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Supplier Strategy|Supplier Strategy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Support Knowledge Base|Support Knowledge Base]] |
| | * [[ITIL_Glossary/_ITIL_Terms_S#Support Request|Support Request]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| == <span id="ITIL Glossary B">B</span> == | | ====T==== |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Technical/ Administration Manual|Technical/ Administration Manual]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Technical Analyst|Technical Analyst]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Technical Management|Technical Management]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Test and QS Manager|Test and QS Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Test Manager|Test Manager]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Test Model|Test Model]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Test Report|Test Report]] |
| | * [[ITIL_Glossary/_ITIL_Terms_T#Transition Planning and Support|Transition Planning and Support]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Baseline ==== | | ====U==== |
| * An ITSM can be used as a starting point to measure the effectiveness of a [[ITIL Glossary#Service Improvement Plan (SIP)|Service Improvement Plan]] | | * [[ITIL_Glossary/_ITIL_Terms_U#UC|UC]] |
| * A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service | | * [[ITIL_Glossary/_ITIL_Terms_U#Underpinning Contract (UC)|Underpinning Contract (UC)]] |
| * A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or [[ITIL Glossary#Release|Release]] fails. | | * [[ITIL_Glossary/_ITIL_Terms_U#Underpinning Information Security Policy|Underpinning Information Security Policy]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User|User]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Escalation|User Escalation]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User FAQs|User FAQs]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Identity Record|User Identity Record]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Identity Request|User Identity Request]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Manual|User Manual]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Role|User Role]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Role Access Profile|User Role Access Profile]] |
| | * [[ITIL_Glossary/_ITIL_Terms_U#User Role Requirements|User Role Requirements]] |
| | <div align="right">[[ITIL-Glossar|[top]]]</div> |
|
| |
|
| ==== Budget Allocation ==== | | ====W==== |
| * A budget allocated by the [[Roles within ITIL V3#Financial Manager|Financial Manager]] to implement a Change. Budget Allocations are issued in response to [[ITIL Glossary#Budget Request|Budget Requests]] originating from any Service Management process in conjunction with [[ITIL Glossary#Request for Change (RFC)|Requests for Change]]. | | * [[ITIL_Glossary/_ITIL_Terms_W#Workaround|Workaround]] |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
|
| |
|
| ==== Budget Request ====
| | <p> </p> |
| * A request for a budget, typically issued from any of the [[ITIL Processes|Service Management processes]] at the same time when compiling a [[ITIL Glossary#Request for Change (RFC)|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 V3 Service Strategy|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 [[ITIL Glossary#IT Service Continuity Strategy|IT Service Continuity Strategy]].
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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 V3 Service Design|ITIL Service Design]] > [[Risk Management]]
| |
| | |
| ==== Business Planning Information ====
| |
| * Business Planning Information includes important input from clients and external service providers, especially for devising the Service Strategy and looking for ways to improve services.
| |
| * This input will highlight, for example, planned business initiatives like the introduction of new product/ service offerings or the expansion into new markets, as well as information on the future development of business activity, especially expected increases in business transaction volumes.
| |
| * This information helps the service organization understand the businesses it serves and their plans for the future, allowing it to offer and develop the right set of services.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]]
| |
| | |
| ==== Business Relationship Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| ==== Business Relationship Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Business Relationship Manager |Business Relationship Manager ]]
| |
| | |
| == <span id="ITIL Glossary C">C</span> ==
| |
| | |
| ==== CAB ====
| |
| * → [[ITIL Glossary#Change Advisory Board (CAB)|Change Advisory Board]]
| |
| | |
| ==== CAB Agenda Template ====
| |
| * The CAB Agenda lists the topics for discussion in a CAB meeting.
| |
| * → [[Checklist CAB Agenda]]
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Capacity Forecast ====
| |
| * → [[Checklist Capacity Forecast]]
| |
| | |
| ==== Capacity Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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 V3 Service Design|ITIL Service Design]] > [[Capacity Management]]
| |
| | |
| ==== Capacity Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Capacity Manager|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.
| |
| * → [[Checklist Capacity Plan|ITIL Checklist Capacity Plan]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Capacity Management]]
| |
| | |
| ====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.
| |
| * → [[Checklist Capacity Report]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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 V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Change Advisory Board (CAB) ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Change Advisory Board (CAB)|Change Advisory Board (CAB)]]
| |
| | |
| ==== Change Classification ====
| |
| * → [[Checklist Change Classification]]
| |
| | |
| ==== Change Evaluation ====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 V3 Service Transition|ITIL Service Transition]] > [[ITIL Change Evaluation]]
| |
| | |
| ==== Change Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Change Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Change Manager|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 V3 Service Transition|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 V3 Service Strategy|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 V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Change Request to CMS Structure ====
| |
| * A request from a Service Management process to change the [[ITIL Glossary#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.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]
| |
| | |
| ==== Change Request to Enterprise Architecture ====
| |
| * A request to change or extend the [[ITIL Glossary#Enterprise Architecture (EA)|Enterprise Architecture]], usually issued from the [[ITIL V3 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 V3 Service Design|ITIL Service Design]] > [[IT Architecture Management|Architecture Management]]
| |
| | |
| ==== Change Request to Process Architecture ====
| |
| * A request to change or extend the [[ITIL Glossary#Process Architecture|Process Architecture]], usually issued from the [[ITIL V3 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 V3 CSI - Continual Service Improvement|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 [[ITIL Glossary#Forward Schedule of Changes (FSC)|Forward Schedule of Changes (FSC)]].
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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.
| |
| * → [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]]
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]
| |
| | |
| ====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]]).
| |
| * → ITIL Processes, [[Configuration Management|Configuration Management - ITIL V2]]
| |
| | |
| ==== Client (Contract Partner) ====
| |
| * → Roles within ITIL, [[Roles within ITIL#Client (Contract Partner)|Client (Contract Partner)]]
| |
| | |
| ==== CMDB ====
| |
| * → [[ITIL Glossary#CMS/ CMDB|CMS/ CMDB]]
| |
| | |
| ==== CMDB Audit Protocol ====
| |
| * → [[Checklist CMDB Audit Protocol]]
| |
| | |
| ==== 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]].
| |
| * → [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]]
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 [[ITIL Glossary#CMS/ CMDB|CMS]].
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| ==== Compliance Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Compliance Management]]
| |
| | |
| ==== Compliance Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Compliance Manager|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 V3 Service Design|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 V3 Service Design|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.
| |
| * → [[Checklist CMS CMDB|ITIL Checklist CMS - CMDB]]
| |
| * → ITIL Processes, [[Configuration Management|Configuration Management - ITIL V2]]
| |
| | |
| ==== Configuration Audit Report ====
| |
| * A report summarizing the results of a [[ITIL Glossary#CMC/ CMDB|CMS]] audit, highlighting revealed differences between CMS records and actually installed CIs.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]
| |
| | |
| ==== Configuration Management ====
| |
| * → ITIL Processes,
| |
| ** ITIL V3: [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Asset and Configuration Management]]
| |
| ** ITIL V2: [[Configuration Management|Configuration Management - ITIL V2]]
| |
| | |
| ==== Configuration Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL#Configuration Manager|Configuration Manager]]
| |
| | |
| ==== Continual Service Improvement (CSI) ====
| |
| * → ITIL Core Discipline, [[ITIL V3 CSI - Continual Service Improvement|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 V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== CSI ====
| |
| * → ITIL Core Discipline, [[ITIL V3 CSI - Continual Service Improvement|ITIL 2011 Continual Service Improvement (CSI)]]
| |
| | |
| ==== CSI Initiative ====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives|Definition of CSI Initiatives]]
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|Monitoring of CSI Initiatives]]
| |
| | |
| ==== CSI Monitoring ====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|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 "[[ITIL Glossary#Service Improvement Plan (SIP) |Service Improvement Plan (SIP)]]".
| |
| * → [[Checklist Service Improvement Plan SIP|ITIL Checklist CSI Register]]
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives]]
| |
| | |
| ==== Customer ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Customer|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 V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== 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 V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| ==== Customer Survey Evaluation ====
| |
| * The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|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 V3 Service Strategy|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 V3 Service Strategy|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 V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| == <span id="ITIL Glossary D">D</span> ==
| |
| | |
| ==== Data for Project Plan Update ====
| |
| * Actual data related to project progress and resource consumption.
| |
| * This information is sent from [[Release and Deployment Management|Release Management]] to [[Project Management - Transition Planning and Support|Project Management]] as input for Project Control and Reporting.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Project Management - Transition Planning and Support]]
| |
| | |
| ==== Definition of Improvement Initiatives ====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|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 Management|Change]] and [[Release and Deployment Management|Release Management]] and is recorded in the [[ITIL Glossary#CMS/ CMDB|Configuration Management System]].
| |
| * Only software from the DML is acceptable for use in a Release.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 Management|Change]] and [[Release and Deployment Management|Release Management]] and is recorded in the [[ITIL Glossary#CMS/ CMDB|CMDB]].
| |
| * Only software from the DSL is acceptable for use in a Release.
| |
| * → [[ITIL Glossary#Definitive Media Library (DML)|Definitive Media Library (DML) - ITIL V3]]
| |
| * → ITIL Processes, [[Configuration Management|Configuration Management - ITIL V2]]
| |
| | |
| ==== Demand Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Demand Management|Demand Management]]
| |
| | |
| ==== Demand Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Demand Manager|Demand Manager]]
| |
| | |
| ==== Design Coordination ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[ITIL Design Coordination|Design Coordination]]
| |
| | |
| ==== Desired Service Outcomes ====
| |
| * The desired outcomes of a service, stated in the language of the customer.
| |
| * Based on this information, more detailed documents are created to specify the requirements in the service provider's language.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| ==== 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 and Deployment Management|Release Management]].
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 and Deployment Management|Release Management]].
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Release and Deployment Management]]
| |
| | |
| ==== Disaster Practice ====
| |
| * → [[Checklist Protocol Disaster Practice]]
| |
| | |
| ==== Disaster Recovery 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 [[ITIL Glossary#1st Level Support|1st Level Support]] after learning that a (suspected) disaster has occurred.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Service Continuity Management]]
| |
| | |
| == <span id="ITIL Glossary E">E</span> ==
| |
| | |
| ==== Emergency Change ====
| |
| * A Change that must be introduced as soon as possible – for example, to resolve a major incident or implement a security patch.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ====Emergency Change Advisory Board (ECAB)====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Emergency Change Advisory Board (ECAB)|Emergency Change Advisory Board (ECAB)]]
| |
| | |
| ==== Emergency Committee (EC) ====
| |
| * → Roles within ITIL,
| |
| ** ITIL V2: [[Roles within ITIL#ITIL Bodies|Emergency Committee (EC)]]
| |
| ** ITIL V3: [[Roles within ITIL V3#Emergency Change Advisory Board (ECAB)|Emergency Change Advisory Board (ECAB)]]
| |
| | |
| ==== Emergency Plan ====
| |
| * → [[Checklist Emergency Plan]]
| |
| | |
| ==== Enterprise Architect ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Enterprise Architect|Enterprise Architect]]
| |
| | |
| ==== Enterprise Architecture (EA) ====
| |
| * An Enterprise Architecture (EA) is a description of the essential components of a business, including their interrelationships.
| |
| * In most cases, an EA covers the following domains: Business, Information, Applications and Technology.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Architecture Management|Architecture Management]]
| |
| | |
| ==== Enterprise Policies and Regulations ====
| |
| * A set of binding enterprise policies and regulations which are an important input for the [[Compliance Management]] process.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Compliance Management]]
| |
| | |
| ==== Event Categorization Scheme ====
| |
| * The Categorization Scheme for Events supports a consistent approach to dealing with specific types of Events.
| |
| * Ideally, this scheme should be harmonized with the schemes to categorize CIs, Incidents and Problems.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Event Management]]
| |
| | |
| ==== Event Filtering and Correlation Rules ====
| |
| * Rules and criteria used to determine if an Event is significant and to decide upon an appropriate response.
| |
| * Filtering and Correlation Rules are typically used by Event Monitoring systems.
| |
| * Some of those rules are defined during the Service Design stage, for example to ensure that Events are triggered when the required service availability is endangered.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Event Management]]
| |
| | |
| ==== Event Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Event Management]]
| |
| | |
| ==== Event Record ====
| |
| * A record describing 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 V3 Service Operation|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 V3 Service Operation|ITIL Service Operation]] > [[Event Management]]
| |
| | |
| == <span id="ITIL Glossary F">F</span> ==
| |
| | |
| ==== Facilities Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[IT Facilities Management|Facilities Management]]
| |
| | |
| ==== Facilities Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Facilities Manager|Facilities Manager]]
| |
| | |
| ==== 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.
| |
| * → [[Checklist Financial Analysis|ITIL Checklist Financial Analysis]]
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|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 V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== Financial Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== Financial Management for IT Services ====
| |
| * → ITIL Processes,
| |
| ** ITIL V2: [[Financial Management for IT Services|Financial Management for IT Services]]
| |
| ** ITIL V3: [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== Financial Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Financial Manager|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 [[ITIL Glossary#Change Schedule|Change Schedule]].
| |
| * → [[Checklist Forward Schedule of Changes (FSC)]]
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== FSC ====
| |
| * → [[ITIL Glossary#Forward Schedule of Changes (FSC)|Forward Schedule of Changes]]
| |
| | |
| == <span id="ITIL Glossary G">G</span> ==
| |
| | |
| == <span id="ITIL Glossary H">H</span> ==
| |
| | |
| == <span id="ITIL Glossary I">I</span> ==
| |
| | |
| ==== Improvement Initiative ====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Definition of Improvement Initiatives|Definition of CSI Initiatives]]
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|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 V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Incident Closure ====
| |
| * → [[Checklist Closure of an Incident]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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.
| |
| * → [[Checklist Incident Escalation]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Incident Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Incident Management Report ====
| |
| * A series of reports produced by the [[Roles within ITIL V3#Incident Manager|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 V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Incident Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Incident Manager|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 V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Incident Prioritization Guideline ====
| |
| * The Incident Prioritization Guideline describes the rules for assigning priorities to Incidents, including the definition of what constitutes a Major Incident.
| |
| * Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate escalations.
| |
| * → [[Checklist Incident Priority|ITIL Checklist Incident Prioritization Guideline]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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).
| |
| * → [[Checklist Incident Record|ITIL Checklist Incident Record]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Incident Report ====
| |
| * → [[Checklist Incident Report]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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 a service interruption if the resolution time exceeds or is expected to exceed the agreed time frame.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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 V3 Service Design|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 V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== Information Security Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| ==== Information Security Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Information Security Manager|Information Security Manager]]
| |
| | |
| ==== Information Security Policy ====
| |
| * The main Information Security Policy contains an outline of the approach to ensure the security of IT services and systems.
| |
| * It is typically complemented by a set of more specific underpinning policies, e.g. policies on e-mail usage or remote system access.
| |
| * The Information Security Policy includes a list of security-related risks and existing or planned Security Controls to address those risks.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| ==== Information Security Report ====
| |
| * The Information Security Report provides other Service Management processes and IT Management with information related to Information Security issues.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| ==== Installation Work Order ====
| |
| * A Work Order for the installation of an application, system or infrastructure component, typically issued from [[Release and Deployment Management|Release Management]].
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Release and Deployment Management]]
| |
| | |
| ==== Invoice ====
| |
| * The invoice for the delivery of a service or product.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== IT Budget ====
| |
| * The IT Budget is an annual financial plan that provides a forecast of expected expenditures and allocates financial resources to the various [[ITIL Processes|service management processes]] and organizational units within the IT organization.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Financial Management]]
| |
| | |
| ==== ITC Infrastructure Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL#ITC Infrastructure Manager|ITC Infrastructure Manager]]
| |
| | |
| ==== IT Facilities Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[IT Facilities Management|Facilities Management]]
| |
| | |
| ==== IT Operations Control ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[IT Operations Control]]
| |
| | |
| ==== IT Operations Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]], ITIL 2007 > [[IT Operations Management]]
| |
| | |
| ==== IT Operations Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#IT Operations Manager|IT Operations Manager]]
| |
| | |
| ==== IT Operator ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#IT Operator|IT Operator]]
| |
| | |
| === ITSCM ====
| |
| * → [[ITIL Glossary#IT Service Continuity Management|IT Service Continuity Management]]
| |
| | |
| ==== ITSCM Risk Analysis ====
| |
| * → [[Checklist ITSCM Risk Analysis]]
| |
| | |
| ==== IT Service Continuity Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Service Continuity Management]]
| |
| | |
| ==== IT Service Continuity Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#IT Service Continuity Manager|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.
| |
| * → [[Checklist ITSCM Report]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Service Continuity Management]]
| |
| | |
| ==== IT Service Continuity Plan ====
| |
| IT Service Continuity Plans underpin the ITSCM Strategy, describing how continuity is ensured for specific disaster events and services.
| |
| * It specifies the measures to enhance the resilience of services and describes how to effectively respond to a disaster event.
| |
| * ITSCM Plans usually include references to more detailed Recovery Plans with specific instructions for returning systems to a working state.
| |
| * → [[Checklist IT Service Continuity Plan]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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 vital 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 [[ITIL Glossary#Business Continuity Strategy|Business Continuity Strategy]].
| |
| * The ITSCM Strategy is underpinned by more detailed ITSCM Plans, describing how continuity is ensured for specific disaster events and services.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Service Continuity Management]]
| |
| | |
| ==== IT Service Management ====
| |
| * The processes within [[ITIL Processes|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.
| |
| * [[ITIL Processes|IT Service Management according to ITIL V3 2011 Edition]] (ITIL 2011) encompasses the following core disciplines:
| |
| **[[ITIL V3 Service Strategy|Service Strategy]]
| |
| **[[ITIL_V3 Service Design|Service Design]]
| |
| **[[ITIL V3 Service Transition|Service Transition]]
| |
| **[[ITIL V3 Service Operation|Service Operation]]
| |
| **[[ITIL V3 CSI - Continual Service Improvement|CSI/ Continual Service Improvement]]
| |
| | |
| ==== IT Steering Group (ISG) ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#IT Steering Group (ISG)|IT Steering Group (ISG)]]
| |
| | |
| == <span id="ITIL Glossary J">J</span> ==
| |
| | |
| == <span id="ITIL Glossary K">K</span> ==
| |
| | |
| ==== 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 [[ITIL Key Performance Indicators|KPIs]] and used to actively manage and report on the process, service or activity.
| |
| * [[ITIL Key Performance Indicators|KPIs]] should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed.
| |
| | |
| ====Knowledge Management====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Knowledge Management]]
| |
| | |
| ====Knowledge Manager====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Knowledge Manager|Knowledge Manager]]
| |
| | |
| ====Known Error====
| |
| * A Known Error is a problem that has a documented root cause and (if possible) a Workaround.
| |
| * Known Errors are managed throughout their lifecycle by the Problem Management process.
| |
| * The details of each Known Error are recorded in a Known Error Record stored in the [[ITIL Glossary#Known Error Database|Known Error Database (KEDB)]].
| |
| * As a rule, Known Errors are identified by Problem Management, but Known Errors may also be suggested by other Service Management disciplines, e.g. Incident Management, or by suppliers.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ====Known Error Database====
| |
| * The Known Error Database (KEDB) is created by Problem Management and used by Incident and Problem Management to manage all Known Error Records.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== KPI Target Value ====
| |
| * The to-be value of a [[ITIL Key Performance Indicators|Key Performance Indicator (KPI)]].
| |
| * It is the responsibility of the [[Roles within ITIL V3#Process Owner|Process Owners]] to manage and optimize processes so that KPI targets are achieved.
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| == <span id="ITIL Glossary L">L</span> ==
| |
| | |
| == <span id="ITIL Glossary M">M</span> ==
| |
| | |
| ==== 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 V3 Service Design|ITIL Service Design]] > [[Availability Management]]
| |
| | |
| ==== Major Incident Review ====
| |
| * A Major Incident Review takes place after a Major Incident has occurred.
| |
| * The review documents the Incident's underlying causes (if known) and the complete resolution history, and identifies opportunities for improving the handling of future Major Incidents.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Major Incident Team ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Major Incident Team|Major Incident Team]]
| |
| | |
| ==== Monitoring of CSI Initiatives ====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[CSI Monitoring|Monitoring of CSI Initiatives]]
| |
| | |
| == <span id="ITIL Glossary N">N</span> ==
| |
| | |
| ==== Notification of Service Failure ====
| |
| * The reporting of a service failure to the [[ITIL Glossary#Service Desk|Service Desk]], for example by a user via telephone or e-mail, or by a system monitoring tool.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| == <span id="ITIL Glossary O">O</span> ==
| |
| | |
| ==== OLA ====
| |
| * → [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreement]]
| |
| | |
| ====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 [[ITIL Glossary#Srvice Desk|Service Desk]] and a support group to provide Incident resolution in agreed times.
| |
| * → [[Checklist SLA OLA|ITIL Checklist SLA - OLA]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== Outline of Service Requirements ====
| |
| * The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty).
| |
| * Based on this information, detailed service requirements are specified during the Service Design stage.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| == <span id="ITIL Glossary P">P</span> ==
| |
| | |
| ==== Pattern of Business Activity (PBA) ====
| |
| * Patterns of Business Activity (PBA) are workload profiles describing the demand for particular services.
| |
| * PBAs are an important tool used by Demand Management for anticipating and influencing service demand.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Demand Management|Demand Management]]
| |
| | |
| ==== PIR ====
| |
| * → [[ITIL Glossary#Post Implementation Review (PIR)|Post Implementation Review]]
| |
| | |
| ==== 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.
| |
| * → [[Checklist Post Implementation Review (PIR)]]
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Pro-Active User Information ====
| |
| * A notification to users of existing or imminent service failures even if the [[Roles within ITIL V3#User|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 V3 Service Operation|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 V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== Problem Closure ====
| |
| * → [[Checklist Closure of a Problem]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== Problem Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ====Problem Management Report====
| |
| * A report supplying Problem-related information to the other Service Management processes.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== Problem Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Problem Manager|Problem Manager]]
| |
| | |
| ==== Problem Priority ====
| |
| * → [[Checklist Problem Priority]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ====Problem Record====
| |
| * The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution.
| |
| * → [[Checklist Problem Record|ITIL Checklist Problem Record]]
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== Problem Report ====
| |
| * → [[Checklist Problem Report]]
| |
| | |
| ==== 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 [[ITIL Glossary#Business Impact and Risk Analysis|Risk Analysis]].
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Risk Management]]
| |
| | |
| ==== Process Architect ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Process Architect|Process Architect]]
| |
| | |
| ==== 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.
| |
| * The Process Architecture is part the Enterprise Architecture.
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== Process Area ====
| |
| * Process Area is a CMMI® [[ITIL Glossary#Notes|['''2''']]] 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 Assessment Guideline ====
| |
| * A guideline describing the four most-often used approaches to evaluate the underlying service management processes: Process Maturity Assessments, Benchmarks, Audits and Process Reviews.
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== 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 V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== Process Evaluation ====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== Process Evaluation Programme ====
| |
| * The purpose of the Process Evaluation Programme is to make sure all relevant processes and areas of the organization are subject to regular Process Maturity Assessments, Benchmarks, Audits and/ or Process Reviews, as appropriate.
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|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 V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== Process Metric (KPI) ====
| |
| * Process Metrics (Key Performance Indicators – KPIs) define what is to be measured and reported to help manage a process.
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== Process Owner ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Process Owner|Process Owner]]
| |
| | |
| ==== 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 [[Roles within ITIL V3#Project Manager|project manager]] and the resources at his disposal, and lists any constraints and assumptions affecting the project.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 [[ITIL Glossary#Forward Schedule of Changes (FSC)|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 [[ITIL Glossary#Service Level Agreement (SLA)|SLAs]].
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 V3 Service Transition|ITIL Service Transition]] > [[Project Management - Transition Planning and Support]]
| |
| | |
| ====Project Management (Transition Planning and Support)====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Project Management - Transition Planning and Support]]
| |
| | |
| ====Project Manager====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Project Manager|Project Manager]]
| |
| | |
| ==== Project Plan (Service Transition Plan) ====
| |
| * A Project Plan (in ITIL also referred to as Service Transition Plan) is a formal, approved document showing the major deliverables, milestones, activities and resources for a Service Transition project, used to guide both project execution and project control.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Project Management - Transition Planning and Support]]
| |
| | |
| ==== Project Portfolio Status Report ====
| |
| * The Project Portfolio Status Report is an overall summary of all planned or ongoing [[ITIL V3 Service Transition|Service Transition]] projects for deploying major Releases, listing key project data like milestones and current project status.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 [[ITIL Glossary#Underpinning Contract|Underpinning Contract]] defining service level targets.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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 and Deployment Management|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 V3 Service Design|ITIL Service Design]] > [[Supplier Management]]
| |
| | |
| == <span id="ITIL Glossary Q">Q</span> ==
| |
| | |
| == <span id="ITIL Glossary R">R</span> ==
| |
| | |
| ==== Recovery Plan ====
| |
| * Recovery Plans are created mainly by [[Availability Management|Availability]] and [[IT Service Continuity Management]].
| |
| * The plans contain detailed instructions for returning specific services and/or systems to a working state, which often includes recovering data to a known consistent state.
| |
| * → ITIL Processes,
| |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]]
| |
| ** [[ITIL V3 Service Design|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 V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Release ====
| |
| * A Release (also referred to as a “Release Package”) consists of a single Release Unit or a structured set of [[ITIL Glossary#Release Unit|Release Units]].
| |
| | |
| ==== Release and Deployment Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Release and Deployment Management]]
| |
| | |
| ==== Release Management ====
| |
| * → ITIL Processes,
| |
| ** ITIL V3: [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Release and Deployment Management]]
| |
| ** ITIL V2: [[Release Management]]
| |
| | |
| ==== Release Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Release Manager|Release Manager]]
| |
| | |
| ==== Release Package ====
| |
| * → [[ITIL Glossary#Release|Release]]
| |
| | |
| ====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.
| |
| * → [[Checklist Release Plan]]
| |
| * → ITIL Processes, [[Release Management|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 V3 Service Transition|ITIL Service Transition]] > [[Release and Deployment Management]]
| |
| | |
| ==== Release Record ====
| |
| * Release Record contains all details of a [[ITIL Glossary#Release|Release]], documenting the history of the Release from the first planning stages to closure.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Release and Deployment Management]]
| |
| | |
| ==== Release Unit ====
| |
| * A Release Unit is a set of new, changed and/or unchanged [[ITIL Glossary#CI (Configuration Item)|Configuration Items]], which are tested and introduced into the live environment together to implement one or several approved Changes.
| |
| | |
| ==== 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 [[ITIL Glossary#Change Record|Change Record]], or the Change in itself.
| |
| * → [[Checklist Request for Change RFC|ITIL Checklist Checklist Request for Change - RFC]]
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Request for Service ====
| |
| * A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user.
| |
| * The details of a Request for Service are recorded by Request Fulfilment in a [[ITIL Glossary#Service Request Record|Service Request Record]].
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Request Fulfilment]]
| |
| | |
| ==== Request Fulfilment ====
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Request Fulfilment]]
| |
| | |
| ==== Required Modifications to Service Catalogue ====
| |
| * A request from a Service Management process to change the [[ITIL Glossary#Service Catalogue|Service Catalogue.]]
| |
| * This request is sent to [[Service Catalogue Management]] if new services or service attributes must be recorded.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Catalogue Management]]
| |
| | |
| ==== Required Modifications to UCs ====
| |
| * A request from a Service Management process to change an [[ITIL Glossary#Underpinning Contract|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.
| |
| | |
| ==== RFC ====
| |
| * → [[ITIL Glossary#Request for Change (RFC)|Request for Change]]
| |
| | |
| ==== RFC Assessment Guideline ====
| |
| * A guideline describing the aspects to be considered when assessing a proposed change.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Change 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 V3 Service Transition|ITIL Service Transition]] > [[Change Management]]
| |
| | |
| ==== Risk Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Risk Management]]
| |
| | |
| ==== Risk Management Policy ====
| |
| * The Risk Management Policy describes and communicates the organization’s approach to managing risk.
| |
| * Most importantly, it defines how risk is quantified and who is in charge of specific risk management duties.
| |
| * The Risk Management Policy is maintained by the Risk Manager role, but to be effective it needs the backing of senior management.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Risk Management]]
| |
| | |
| ==== Risk Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Risk Manager|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 V3 Service Design|ITIL Service Design]] > [[Risk Management]]
| |
| | |
| == <span id="ITIL Glossary S">S</span> ==
| |
| | |
| ==== SDP ====
| |
| * → [[ITIL Glossary#Service Design Package (SDP)|Service Design Package (SDP)]]
| |
| | |
| ==== 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 V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| ==== Security Alert ====
| |
| * A warning produced by [[IT Security Management|Information 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 V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| ==== Security Management Information System ====
| |
| * A virtual repository of all [[IT Security Management|Information Security Management]] data, usually stored in multiple physical locations.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information 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 V3 Service Design|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 [[ITIL Glossary#Service Design Package (SDP)|Service Design Package]].
| |
| | |
| * However an important part of a Service Architecture is the organization-level standards and templates that are required for developing and maintaining a consistent and integrated set of Services for the organization. These standards and templates are usually embedded in an appropriate architecture management system.
| |
| | |
| ==== Service Asset and Configuration Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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 [[ITIL Glossary#Service Protfolio|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.
| |
| * → [[Checklist Service Catalogue]]
| |
| * → [[Checklist Service Portfolio]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Catalogue Management]]
| |
| | |
| ==== Service Catalogue Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Catalogue Management]]
| |
| | |
| ==== Service Catalogue Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Catalogue Manager|Service Catalogue Manager]]
| |
| | |
| ==== Service Charter ====
| |
| * The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service.
| |
| * In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule.
| |
| * Service Charters are passed to Service Design to initiate the detailed design of the new or changed service.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]]
| |
| | |
| ==== Service Delivery ====
| |
| * → ITIL Discipline, [[ITIL Processes#Service Delivery|Service Delivery - ITIL V2]]
| |
| | |
| ==== Service Design ====
| |
| * → ITIL Core Discipline, [[ITIL V3 Service Design|ITIL 2011 Service Design]]
| |
| | |
| ==== Service Design Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Design Manager|Service Design Manager]]
| |
| | |
| ==== Service Design Package (SDP) ====
| |
| * The Service Design Package builds upon the [[ITIL Glossary#Service Level Requirements (SLR)|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”.
| |
| * → [[Checklist Service Design Package SDP|ITIL Checklist Service Design Package - SDP]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[ITIL Design Coordination]]
| |
| | |
| ==== Service Design Policy ====
| |
| * The Service Design Policy provides guidance on how to ensure that a consistent approach is applied to all design activity.
| |
| * In particular, the Service Design Policy specifies which projects or Changes are required to undergo the formal Service Design stage, and who needs to be involved in Service Design to ensure that all relevant aspects are considered.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[ITIL Design Coordination]]
| |
| | |
| ==== Service Design Validation Report ====
| |
| * A report summarizing the results of the Service Design Validation testing activities, documenting that the [[ITIL Glossary#Service Design Package (SDP)|Service Design Package]] correctly matches the Service Requirements.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Validation and Testing]]
| |
| | |
| ==== Service Desk ====
| |
| * → ITIL Processes,
| |
| ** ITIL V3: [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| ** ITIL V2: [[Service Desk and Incident Management|Service Desk and Incident Management - ITIL V2]]
| |
| | |
| ====Service Improvement Plan (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.
| |
| * → [[Checklist Service Improvement Plan SIP]]
| |
| * → 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 [[ITIL Glossary#CMC/ CMDB|Configuration Management System]] to include further information on services, capabilities, and initiatives.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|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.
| |
| * → [[Checklist SLA OLA|ITIL Checklist SLA - OLA]]
| |
| * → [[Checklist Protocol SLA Review]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== Service Level Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== Service Level Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Level Manager|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.
| |
| * → [[Checklist Service Level Report]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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.
| |
| * As the service enters new stages of its life cycle, the SLR document evolves into a draft Service Level Agreement.
| |
| * → [[Checklist Service Level Requirements (SLR)]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== Service Management System ====
| |
| * The standard, [[ISO 20000|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.
| |
| | |
| * ITIL V3 provides a set of best practice guidelines for Service Management. It addresses those [[ITIL Glossary#Process Area|Process Areas]] that are required for a comprehensive Service Management System.
| |
| | |
| * It is difficult to introduce all the ITIL V3 Process Areas into a Service Management System in one project or program, especially in their mature form. As a result, those organization that have done this, focus on a subset of the ITIL V3 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 programs and projects.
| |
| | |
| * What is important is that the initial Service Management System contains the minimum set of processes from ITIL V3 that enable an organization 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 ITIL V3 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 Model ====
| |
| * A Service Model is a high-level description of a service and the components required to deliver that service.
| |
| * The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions.
| |
| * Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]]
| |
| | |
| ==== Service Operation ====
| |
| * → ITIL Core Discipline, [[ITIL V3 Service Operation|ITIL 2011 Service Operation]]
| |
| | |
| ==== Service Owner ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Owner|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.
| |
| * → [[Checklist Service Portfolio|ITIL Checklist Service Portfolio]]
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]]
| |
| | |
| ==== Service Portfolio Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Service Portfolio Management]]
| |
| | |
| ==== Service Portfolio Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Portfolio Manager|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 [[ITIL Key Performance Indicators|KPIs]].
| |
| * → [[Checklist Service Quality Plan (SQP)]]
| |
| | |
| ==== Service Request ====
| |
| * → [[ITIL Glossary#Request for Service|Request for Service]]
| |
| | |
| ==== Service Request Fulfilment Group ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Request Fulfilment Group|Service Request Fulfilment Group]]
| |
| | |
| ==== Service Request Model ====
| |
| * A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category).
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Request Fulfilment]]
| |
| | |
| ==== Service Request Record ====
| |
| * A record containing all details of a Service Request. Service Requests are formal requests from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Request Fulfilment]]
| |
| | |
| ==== Service Request Status Information ====
| |
| * A message containing the present status of a [[ITIL Glossary#Service Request|Service Request]], usually sent to a user who earlier requested a service if the resolution time exceeds or is expected to exceed the agreed time frame.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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 V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== Service Review====
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Service Review]]
| |
| | |
| ==== Service Review Report ====
| |
| * A document containing the results and findings from a Service Review.
| |
| * This report is an important input for the definition of improvement initiatives.
| |
| * → [[Checklist Service Review Report|ITIL Checklist Service Review Report]]
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Service Review]]
| |
| | |
| ====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.
| |
| * → [[Checklist Service Specification Sheet]]
| |
| * → 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 strategic objectives.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]]
| |
| | |
| ==== Service Strategy ====
| |
| * → ITIL Core Discipline, [[ITIL V3 Service Strategy|ITIL 2011 Service Strategy]]
| |
| | |
| ==== Service Strategy Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Service Strategy Manager|Service Strategy Manager]]
| |
| | |
| ==== Service Support ====
| |
| * → ITIL Discipline, [[ITIL Processes#Service Support|Service Support - ITIL V2]]
| |
| | |
| ==== Service Transition ====
| |
| * → ITIL Core Discipline, [[ITIL V3 Service Transition|ITIL 2011 Service Transition]]
| |
| | |
| ==== Service Transition Plan ====
| |
| * → [[ITIL Glossary#Project Plan (Service Transition Plan)|Project Plan (Service Transition Plan)]]
| |
| | |
| ==== Service User ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#User|Service User]]
| |
| | |
| ==== Service Validation and Testing ====
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Validation and Testing]]
| |
| | |
| ==== Seven-Step Improvement Guideline ====
| |
| * The Seven-Step Improvement approach is presented in the ITIL books as the Seven-Step Improvement Process.
| |
| * Rather than a process it is in fact the description of a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== SIP ====
| |
| * → [[ITIL Glossary#Service Improvement Plan (SIP)|Service Improvement Plan]]
| |
| | |
| ==== Skills Inventory ====
| |
| * The Skills Inventory identifies the skills required to deliver IT services (now and in future), as well as the individuals who possess those skills.
| |
| * The Skills Inventory is the basis for developing training plans for individual employees.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[ITIL Application Management]]
| |
| | |
| ==== SLA ====
| |
| * → [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreement]]
| |
| | |
| ==== SLA Review ====
| |
| * → [[Checklist Protocol SLA Review]]
| |
| | |
| ==== SLM ====
| |
| * → [[ITIL Glossary#Service Level Management|Service Level Management]]
| |
| | |
| ==== SLM Document Templates ====
| |
| * Templates for the various documents used within [[ITIL Glossary#Service Level Management|Service Level Management]], e.g. [[ITIL Glossary#Service Level Requirements (SLR)|Service Level Requirements]], [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreements]], [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreements]], [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contracts]], [[ITIL Glossary#Service Acceptance Criteria (SAC)|Service Acceptance Criteria]], ...
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Service Level Management]]
| |
| | |
| ==== SLR ====
| |
| * → [[ITIL Glossary#Service Level Requirements (SLR)|Service Level Requirements]]
| |
| | |
| ==== SQP ====
| |
| * → [[ITIL Glossary#Service Quality Plan (SQP)|Service Quality Plan]]
| |
| | |
| ==== 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 V3 Service Design|ITIL Service Design]] > [[Supplier Management]]
| |
| | |
| ==== Status Inquiry ====
| |
| * An inquiry regarding the present status of an Incident or Service Request, usually from a user who earlier reported an Incident or submitted a request.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== Strategic Plan ====
| |
| * A plan for implementing the Service Strategy, containing specific objectives, activities and responsibilities.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]]
| |
| | |
| ==== Strategic Service Assessment ====
| |
| * The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses, strengths and opportunities prior to developing a [[ITIL Glossary#Service Strategy|Service Strategy]].
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]]
| |
| | |
| ==== Strategy Management for IT Services ====
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[ITIL Strategy Management|Strategy Management for IT Services]]
| |
| | |
| ==== Suggested new Known Error ====
| |
| * A suggestion to create a new entry in the [[ITIL Glossary#Known Error|Known Error]] Database, for example raised by the [[ITIL Glossary#Service Desk|Service Desk]] or by [[Release and Deployment Management|Release Management]].
| |
| * Known Errors are managed throughout their lifecycle by [[Problem Management]].
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== Suggested new Problem ====
| |
| * A notification about a suspected Problem, handed over to [[Problem Management]] for further investigation, possibly leading to the formal logging of a Problem.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| ==== Suggested new Workaround ====
| |
| * A suggestion to enter a new [[ITIL Glossary#Workaround|Workaround]] in the Known Error Database, for example raised by the [[ITIL Glossary#Service Desk|Service Desk]] or by [[Release and Deployment Management|Release Management]]. Workarounds are managed throughout their lifecycle by [[Problem Management]].
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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 V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Process Evaluation]]
| |
| | |
| ==== Suggested Service Improvement ====
| |
| * Suggestions for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process.
| |
| * Suggestions may originate from anywhere within or outside of the IT organization, and may include suggestions for improving the way a service is provided or for modifying service agreements (SLAs, OLAs and UCs).
| |
| * → ITIL Processes, [[ITIL V3 CSI - Continual Service Improvement|ITIL Continual Service Improvement (CSI)]] > [[Service Review]]
| |
| | |
| ==== Suggestions and Complaints ====
| |
| * Suggestions and complaints from the customer side which are addressed in the Business Relationship Management process.
| |
| * → ITIL Processes, [[ITIL V3 Service Strategy|ITIL Service Strategy]] > [[Business Relationship Management]]
| |
| | |
| ==== Supplier and Contract Database (SCD) ====
| |
| * → ITIL 2011: [[ITIL Glossary#Supplier and Contract Management Information System (SCMIS)|Supplier and Contract Management Information System (SCMIS)]]
| |
| | |
| ==== Supplier and Contract Management Information System (SCMIS) ====
| |
| * A database or structured document used to manage supplier contracts throughout their lifecycle.
| |
| * The SCMIS contains key attributes of all contracts and suppliers, and should be part of the [[ITIL Glossary#Service Knowledge Management System (SKMS)|Service Knowledge Management System]].
| |
| * → ITIL Processes, [[ITIL V3 Service Design|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 V3 Service Design|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 V3 Service Design|ITIL Service Design]] > [[Supplier Management]]
| |
| | |
| ==== Supplier Management ====
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Supplier Management]]
| |
| | |
| ==== Supplier Manager ====
| |
| * → Roles within ITIL, [[Roles within ITIL V3#Supplier Manager|Supplier Manager]]
| |
| | |
| ==== Supplier Service Level Report ====
| |
| * The Supplier Service Level Report gives insight into a service provider's external supplier'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.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Supplier Management]]
| |
| | |
| ==== 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 V3 Service Design|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|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 V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
|
| |
|
| == <span id="ITIL Glossary T">T</span> ==
| | ---- |
| | '''<span id="ITIL">Notes</span>''' |
|
| |
|
| ==== Technical/ Administration Manual ====
| | <small>''[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.'' |
| * A document describing the procedures required to run and maintain a type of application or infrastructure component.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Application Development and Customization|Application Development]]
| |
|
| |
|
| ==== Technical Analyst ==== | | ''[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 [http://www.best-management-practice.com/bookstore.asp?DI=575004&FO=1230366 ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO] is available for download from the Internet.''</small> |
| * → Roles within ITIL, [[Roles within ITIL V3#Technical Analyst|Technical Analyst]]
| |
|
| |
|
| ==== Technical Management ==== | | <html><div align="right"><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a> |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[ITIL Technical Management|Technical Management]]
| | <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></div></html> |
|
| |
|
| ==== Test and QS Manager ====
| | <small> |
| * → Roles within ITIL, [[Roles within ITIL#Test and QS Manager|Test and QS Manager]]
| | <html> |
| | | <p> |
| ==== Test Manager ====
| | <span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"> |
| * → Roles within ITIL, [[Roles within ITIL V3#Test Manager|Test Manager]]
| | <a href="https://wiki.en.it-processmaps.com/index.php/Main_Page" itemprop="url"><span itemprop="title">ITIL Wiki</span></a> › |
| | | </span> |
| ==== Test Model ====
| | <span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"> |
| * 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 [[ITIL Glossary#Project Plan|Project Plan]].
| | <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Glossary" itemprop="url"><span itemprop="title">ITIL Glossary</span></a> › |
| * Most importantly, this document defines the required quality assurance checkpoints during the Release deployment, as well as the required test scripts.
| | </span> |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Service Validation and Testing]]
| | <span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"> |
| | | <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Glossary" itemprop="url"><span itemprop="title">ITIL Glossary: All Terms A-Z</span></a> |
| ==== Transition Planning and Support ====
| | </span> |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Project Management - Transition Planning and Support]]
| | </p> |
| | | </html> |
| ==== Test Report ====
| | </small> |
| * A report of the preparation, progress and evaluation of a test, created for example during the various tests carried out by [[Availability Management|Availability]], [[IT Service Continuity Management|IT Service Continuity]] or [[IT Security Management|Information Security Management]].
| |
| * → ITIL Processes,
| |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[Availability Management]]
| |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Service Continuity Management]]
| |
| ** [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| == <span id="ITIL Glossary U">U</span> ==
| |
| | |
| ==== UC ==== | |
| * → [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contract]]
| |
| | |
| ====Underpinning Contract (UC)====
| |
| * A contract between an IT service provider and a third party.
| |
| * The third party provides supporting services that enable the service provider to deliver a service to a customer.
| |
| * Therefore, Underpinning Contracts must be aligned with the customer-facing [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreements]].
| |
| * → [[Checklist Underpinning Contract (UC)]]
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[Supplier Management]]
| |
| | |
| ==== Underpinning Information Security Policy ==== | |
| * Underpinning Information Security Policies are specific policies complementing the main Information Security Policy by setting binding rules for the use of systems and information as well as for the use and delivery of services, with the aim of improving information security.
| |
| * → ITIL Processes, [[ITIL V3 Service Design|ITIL Service Design]] > [[IT Security Management|Information Security Management]]
| |
| | |
| ==== User ==== | |
| * → Roles within ITIL, [[Roles within ITIL V3#User|Service User]]
| |
| | |
| ==== User Escalation ====
| |
| * Escalation regarding the processing of an Incident or Service Request, initiated by a user experiencing delays or a failure to restore their services.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Incident Management]]
| |
| | |
| ==== User FAQs ====
| |
| * Self-help information for users supplied by the [[ITIL Glossary#Service Desk|Service Desk]], usually as part of the Support Pages on the intranet.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|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 V3 Service Operation|ITIL Service Operation]] > [[Access Management]]
| |
| | |
| ==== User Identity Request ====
| |
| * A request to create, modify or delete a User Identity.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Access Management]]
| |
| | |
| ==== User Manual ==== | |
| * A document for end-users, describing how to use an application or system.
| |
| * → ITIL Processes, [[ITIL V3 Service Transition|ITIL Service Transition]] > [[Application Development and Customization|Application Development]]
| |
| | |
| ==== 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 V3 Service Operation|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 ("[[ITIL Glossary#User Role|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 V3 Service Operation|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 V3 Service Operation|ITIL Service Operation]] > [[Access Management]]
| |
| | |
| == <span id="ITIL Glossary V">V</span> ==
| |
| | |
| ==== 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 V3 Service Transition|ITIL Service Transition]] > [[Service Validation and Testing]]
| |
| | |
| == <span id="ITIL Glossary W">W</span> ==
| |
| | |
| ====Workaround==== | |
| * Workarounds are temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available.
| |
| * As such, Workarounds are often applied to reduce the impact of Incidents or Problems if their underlying causes cannot be readily identified or removed. Workarounds are typically either documented as part of Known Error Records or in records of their own, linked to Known Error and Problem Records.
| |
| * → ITIL Processes, [[ITIL V3 Service Operation|ITIL Service Operation]] > [[Problem Management]]
| |
| | |
| == <span id="ITIL Glossary X">X</span> ==
| |
| | |
| == <span id="ITIL Glossary Y">Y</span> ==
| |
| | |
| == <span id="ITIL Glossary Z">Z</span> ==
| |
| | |
| | |
| == 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.''
| |
| <br /> | |
| ''[2] CMMI® (Capability Maturity Model Integrated) is a registered trade mark of the Software Engineering Institute, Carnegie Mellon University.''
| |
| | |
| <p> </p> | |
|
| |
|
| <!-- This page is assigned to the following categories: --> | | <!-- This page is assigned to the following categories: --> |
| [[Category:Glossary (ITIL)|!]] | | [[Category:Glossary (ITIL)|!]] |
| <!-- --- --> | | <!-- --- --> |
