ITIL Glossary/ ITIL Terms 1-9: Difference between revisions
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The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the '''IT Infrastructure Library ITIL®''' (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[[ITIL Glossary#ITIL|['''1''']]] | The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the '''IT Infrastructure Library ITIL®''' (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[[ITIL Glossary/_ITIL_Terms_1-9#ITIL|['''1''']]] | ||
[[ITIL Glossary#All ITIL Terms|Look up all terms]] or browse alphabetically: | [[ITIL Glossary#All ITIL Terms|Look up all terms]] or browse alphabetically: | ||
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==ITIL Terms starting with <big>1-9</big>== | ===ITIL Terms starting with <big>1-9</big>=== | ||
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For quick access, all ITIL terms and definitions starting with "1-9" are listed below. | For quick access, all ITIL terms and definitions starting with "1-9" are listed below. | ||
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* [[#1st Level Correlation|1st Level Correlation]] | *[[#1st Level Correlation|1st Level Correlation]] | ||
* [[#1st Level Support|1st Level Support]] | *[[#1st Level Support|1st Level Support]] | ||
* [[#2nd Level Correlation|2nd Level Correlation]] | *[[#2nd Level Correlation|2nd Level Correlation]] | ||
* [[#2nd Level Support|2nd Level Support]] | *[[#2nd Level Support|2nd Level Support]] | ||
* [[#3rd Level Support|3rd Level Support]] | *[[#3rd Level Support|3rd Level Support]] | ||
* [[#7-Step Improvement Guideline|7-Step Improvement Guideline]] | *[[#7-Step Improvement Guideline|7-Step Improvement Guideline]] | ||
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====1st Level Correlation==== | ====1st Level Correlation==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Event Management#ITIL Event 1st Level Correlation|Event Filtering and 1st Level Correlation]] | ||
====1st Level Support==== | ====1st Level Support==== | ||
* → Roles within ITIL, [[ITIL Roles#1st Level Support|1st Level Support]] | *→ Roles within ITIL, [[ITIL Roles#1st Level Support|1st Level Support]] | ||
* The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. | *The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. | ||
* If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ([[#2nd Level Support|2nd Level Support]]). | *If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ([[#2nd Level Support|2nd Level Support]]). | ||
* 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. | *1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. | ||
====2nd Level Correlation==== | ====2nd Level Correlation==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Event Management#Event Management 2nd Level Correlation|2nd Level Correlation and Response Selection]] | ||
====2nd Level Support==== | ====2nd Level Support==== | ||
* → Roles within ITIL, [[ITIL Roles#2nd Level Support|2nd Level Support]] | *→ Roles within ITIL, [[ITIL Roles#2nd Level Support|2nd Level Support]] | ||
* 2nd Level Support takes over Incidents which cannot be solved immediately with the means of [[#1st Level Support|1st Level Support]]. | *2nd Level Support takes over Incidents which cannot be solved immediately with the means of [[#1st Level Support|1st Level Support]]. | ||
* If necessary, it will request external support, e.g. from software or hardware manufacturers. | *If necessary, it will request external support, e.g. from software or hardware manufacturers. | ||
* The aim is to restore a failed IT Service as quickly as possible. | *The aim is to restore a failed IT Service as quickly as possible. | ||
* If no solution can be found, the 2nd Level Support passes on the Incident to [[Problem Management]]. | *If no solution can be found, the 2nd Level Support passes on the Incident to [[Problem Management]]. | ||
====3rd Level Support==== | ====3rd Level Support==== | ||
* → Roles within ITIL, [[ITIL Roles#3rd Level Support|3rd Level Support]] | *→ Roles within ITIL, [[ITIL Roles#3rd Level Support|3rd Level Support]] | ||
* 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers). | *3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers). | ||
* Its services are requested by [[#2nd Level Support|2nd Level Support]] if required for solving an Incident. | *Its services are requested by [[#2nd Level Support|2nd Level Support]] if required for solving an Incident. | ||
* The aim is to restore a failed IT Service as quickly as possible. | *The aim is to restore a failed IT Service as quickly as possible. | ||
====7-Step Improvement Guideline==== | ====7-Step Improvement Guideline==== | ||
* → [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] | *→ [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] | ||
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Revision as of 16:59, 2 August 2013
All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM)
| ITIL Glossary Terms |
The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[1]
Look up all terms or browse alphabetically:
| 1 ... 9 |
| A | B | C | D | E | F | G | H | I | J | K | L | M | ||||||||||||
| N | O | P | Q | R | S | T | U | V | W | X | Y | Z |
ITIL Terms starting with 1-9
For quick access, all ITIL terms and definitions starting with "1-9" are listed below.
Please click on one of the terms to see its definition.
- 1st Level Correlation
- 1st Level Support
- 2nd Level Correlation
- 2nd Level Support
- 3rd Level Support
- 7-Step Improvement Guideline
Definitions
1st Level Correlation
- → ITIL sub-process, Event Filtering and 1st Level Correlation
1st Level Support
- → Roles within ITIL, 1st Level Support
- The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.
- If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support).
- 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.
2nd Level Correlation
- → ITIL sub-process, 2nd Level Correlation and Response Selection
2nd Level Support
- → Roles within ITIL, 2nd Level Support
- 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
- If necessary, it will request external support, e.g. from software or hardware manufacturers.
- The aim is to restore a failed IT Service as quickly as possible.
- If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.
3rd Level Support
- → Roles within ITIL, 3rd Level Support
- 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers).
- Its services are requested by 2nd Level Support if required for solving an Incident.
- The aim is to restore a failed IT Service as quickly as possible.
7-Step Improvement Guideline
Notes
[1] ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Source (partially): ITIL Glossaries/ Acronyms © Crown copyright. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. — The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.
ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with 1-9
