ITIL Glossary/ ITIL Terms S

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ITIL Glossary:
All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM)

ITIL Glossary Terms

The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[1]

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ITIL Terms starting with S

For quick access, all ITIL terms and definitions starting with "S" are listed below.

Please click on one of the terms to see its definition or skip list and proceed to "Definitions".

 

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

 

Definitions

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 Service Design > Information Security Management

Security Alert

• A warning produced by 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 Service Design > Information Security Management

Security Controls

• → ITIL sub-prozess, Design of Security Controls

Security Incident

• → ITIL sub-prozess, Management of Security Incidents

Security Management Information System

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

Security Review

• → ITIL sub-prozess, Security Review

Service

• Service - A definition according to ITIL®: "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package." -- Source: [1].

Service Acceptance Criteria (SAC)

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

Service Activation

• → ITIL sub-prozess, Agreements Sign-Off and Service Activation

Service Architecture

• The Service Architecture for a specific Service identifies all the components of a Service and their structure, including all the corresponding designs for the Service and its components in the Service Design Package.
• However an important part of a Service Architecture is the 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 Assessment

• → ITIL sub-prozess, Strategic Service Assessment

Service Asset and Configuration Management

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

Service Capacity Management

• → ITIL sub-prozess, Service Capacity Management

Service Catalogue

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

Service Catalogue Management

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

Service Catalogue Manager

• → Roles within ITIL, Service Catalogue Manager

Service 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 Service Strategy > Service Portfolio Management

Service Definition

• → ITIL sub-prozess, Define and Analyze new or changed Services

Service Delivery

• → ITIL Discipline, Service Delivery - ITIL V2

Service Design

• → ITIL Core Discipline, ITIL 2011 Service Design

Service Design Manager

• → Roles within ITIL, Service Design Manager

Service Design Package (SDP)

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

Service Design Planning

• → ITIL sub-prozess, Service Design Planning

Service Design Policy

• The Service Design Policy provides guidance on how to ensure that a consistent approach is applied to all design activities.
• 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 Service Design > ITIL Design Coordination

Service Design Review

• → ITIL sub-prozess, Service Design Review and RFC Submission

Service Desk

• → ITIL processes,
  • ITIL V3 2011/ 2007: ITIL Service Operation > Incident Management
  • ITIL V2: Service Desk and Incident Management
• → Roles within ITIL, 1st Level Support

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 Configuration Management System to include further information on services, capabilities, and initiatives.
• → ITIL processes, ITIL Service Transition > Knowledge Management

Service Level Agreement (SLA)

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

Service Level Management

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

Service Level Manager

• → Roles within ITIL, Service Level Manager

Service Level Report

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

Service Level Requirements (SLR)

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

Service Management System

• The standard, BS ISO/IEC 20000-1:2005 introduced the concept of a "Service Management System". This is usually a complex "system" of manual and automated processes that are used to manage a Service over its lifetime; in particular, its planning, development, implementation, operation and improvement.

• ITIL provides a set of best practice guidelines for Service Management. It addresses those Process Areas that are required for a comprehensive Service Management System.

• It is difficult to introduce all the ITIL 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 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 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 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 Service Strategy > Service Portfolio Management

Service Operation

• → ITIL Core Discipline, ITIL 2011 Service Operation

Service Owner

• → Roles within ITIL, Service Owner

Service Portfolio

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

Service Portfolio Management

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

Service Portfolio Management Review

• → ITIL sub-prozess, Service Portfolio Management Review

Service Portfolio Manager

• → Roles within ITIL, Service Portfolio Manager

Service Quality Plan (SQP)

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

Service Request

• → Request for Service

Service Request Fulfilment Group

• → Roles within ITIL, 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 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 Service Operation > Request Fulfilment

Service Request Status Information

• A message containing the present status of a Service Request sent to a user who earlier reported requested a service. Status information is typically provided to users at various points during a Service Request's lifecycle.
• → ITIL processes, ITIL Service Operation > Request Fulfilment

Service Requirements

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

Service Review

• → ITIL processes, 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.
• → ITIL Checklist Service Review Report
• → ITIL processes, 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

• → ITIL Core Discipline, ITIL 2011 Service Strategy

Service Strategy Definition

• → ITIL sub-prozess, Service Strategy Definition

Service Strategy Plan

• The Service Strategy Plan (at times referred to as the Service Strategy) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs.
• → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services

Service Strategy Manager

• → Roles within ITIL, Service Strategy Manager

Service Support

• → ITIL Discipline, Service Support - ITIL V2

Service Transition

• → ITIL Core Discipline, ITIL 2011 Service Transition

Service Transition Plan

• → Project Plan (Service Transition Plan)

Service User

• → Roles within ITIL, Service User

Service Validation and Testing

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

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 Service Operation > ITIL Application Management

SLA

• → Service Level Agreement

SLA Review

• → Checklist Protocol SLA Review

SLM

• → Service Level Management

SLM Document Templates

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

SLM Framework

• → ITIL sub-prozess, Maintenance of the SLM Framework

SLR

• → Service Level Requirements

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 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 Service Operation > Incident Management

Strategic Action Plan

• The Strategic Action Plan sets out the steps required to implement the previously defined Service Strategy, defining specific tasks and responsibilities.
• → ITIL processes, ITIL Service Strategy > 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 Service Strategy.
• → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services

Strategy Management for IT Services

• → ITIL processes, ITIL Service Strategy > Strategy Management for IT Services

Suggested new Known Error

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

Suggested 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 Service Operation > Problem Management

Suggested new Workaround

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

Suggested Process Improvement

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

Suggested Service Improvement

• Suggestion 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 Continual Service Improvement (CSI) > Service Review

Supplier and Contract Database (SCD)

• → ITIL 2011: 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 Service Knowledge Management System.
• → ITIL processes, ITIL Service Design > Supplier Management

Supplier and Contract Review

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

Supplier Evaluation

• The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier.
• → ITIL sub-prozess, Evaluation of new Suppliers and Contracts

Supplier Management

• → ITIL processes, ITIL Service Design > Supplier Management

Supplier Management Framework

• → ITIL sub-prozess, Providing the Supplier Management Framework

Supplier Manager

• → Roles within ITIL, 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 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 Service Design > Supplier Management

Support Knowledge Base

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

Support Request

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

 

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Notes

[1] ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
[2] Source (partially): ITIL Glossaries/ Acronyms © Crown copyright. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. — The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.

   

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