ITIL Glossary/ ITIL Terms I

ITIL Glossary:
All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)

ITIL Glossary Terms

This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[1]

View the full list or use the alphabetical index:

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 beginning with I

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

 

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

 

Definitions

Improvement Initiative

• → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of CSI Initiatives
• → ITIL processes, ITIL Continual Service Improvement (CSI) > 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 Service Operation > Incident Management

Incident Categorization

• → ITIL sub-process, Incident Logging and Categorization

Incident Closure

• → Checklist Closure of an Incident
• → ITIL processes, 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 Service Operation > Incident Management

Incident Management

• → ITIL processes, ITIL Service Operation > Incident Management

Incident Management Report

• A series of reports produced by the 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 Service Operation > Incident Management

Incident Manager

• → Roles within ITIL, 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 Service Operation > Incident Management

Incident Monitoring

• → ITIL sub-process, Incident Monitoring and Escalation

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.
• → ITIL Checklist Incident Prioritization Guideline
• → ITIL processes, 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 closure.
• 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).
• → ITIL Checklist Incident Record
• → ITIL processes, ITIL Service Operation > Incident Management

Incident Report

• → Checklist Incident Report
• → ITIL processes, ITIL Service Operation > Incident Management

Incident Resolution

• → ITIL sub-process, Immediate Incident Resolution by 1st Level Support

Incident Status Information

• A message containing the present status of an Incident sent to a user who earlier reported a service interruption.
• Status information is typically provided to users at various points during an Incident's lifecycle.
• → ITIL processes, 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 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 Service Strategy > Financial Management

Information Security Management

• → ITIL processes, ITIL Service Design > Information Security Management

Information Security Manager

• → Roles within ITIL, Information Security Manager

Information Security Policy

• The Information Security Management Policy describes and communicates the organization's approach to managing information security.
• It includes references to more specific Underpinning Information Security Policies which, for example, set binding rules for the use of systems and information.
• → ITIL processes, ITIL Service Design > 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 Service Design > Information Security Management

Installation Work Order

• A Work Order for the installation of an application, system or infrastructure component, typically issued from Release Management.
• → ITIL processes, ITIL Service Transition > Release and Deployment Management

Invoice

• The invoice for the delivery of a service or product.
• → ITIL processes, 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 service management processes and organizational units within the IT organization.
• → ITIL processes, ITIL Service Strategy > Financial Management

ITC Infrastructure Manager

• The ITC Infrastructure Manager is responsible for the provision and operation of certain infrastructure components.
• He is mainly Service Provider for the IT Service Management processes, i.e. he ensures the frictionless operation of the Infrastructure and supports project activities pertaining to changes in the infrastructure.
• → Roles within ITIL V2: Roles outside of IT Service Management

IT Facilities Management

• → ITIL processes, ITIL Service Operation > Facilities Management

IT Operations Control

• → ITIL processes, ITIL Service Operation > IT Operations Control

IT Operations Management

• → ITIL processes, ITIL Service Operation, ITIL 2007 > IT Operations Management

IT Operations Manager

• → Roles within ITIL, IT Operations Manager

IT Operator

• → Roles within ITIL, IT Operator

ITSCM

• → IT Service Continuity Management

ITSCM Review

• → ITIL sub-process, ITSCM Review

ITSCM Risk Analysis

• → Checklist ITSCM Risk Analysis

ITSCM Test

• → ITIL sub-process, ITSCM Training and Testing

IT Service Continuity Management

• → ITIL processes, ITIL Service Design > IT Service Continuity Management

IT Service Continuity Manager

• → Roles within ITIL, 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 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 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 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 Service Design > IT Service Continuity Management

IT Service Management

• The processes within 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.
• IT Service Management according to ITIL V3 2011 Edition (ITIL 2011) encompasses the following core disciplines:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • CSI/ Continual Service Improvement

IT Steering Group (ISG)

• → Roles within ITIL, IT Steering Group (ISG)

 

→ ITIL terms starting with "I"

→ Look up all ITIL terms

 

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Notes

[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.

[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.

By:  Stefan Kempter   and  Andrea Kempter , IT Process Maps.

ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with I