ITIL Glossary

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On the following page you will find definitions for the most important ITIL V3 and V2 Glossary Terms in alphabetical order.

Remark: Source (partially): ITIL Glossaries/ Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.

The complete ITIL Glossary compiled by the OGC is available for download from the Internet.


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


1-9

1st Level Support

2nd Level Support

3rd Level Support

A

Access Management

Application Development and Customization

Application Developer

see Roles within ITIL, Application Developer - ITIL V3

Application Manager

Applications Analyst/ Architect

see Roles within ITIL, Applications Analyst/ Architect - ITIL V3

Availability Improvement Plan

  • A Plan to ensure that existing and future Availability requirements for IT Services can be fulfilled cost-effectively.
  • It embraces a description of the current situation, improvement measures and planned new guidelines.

Availability Management

Availability Manager

see Roles within ITIL, Availability Manager

Availability Report

  • A Report providing information about the availability of IT Services for essential business functions, application Services, and enterprise data.
  • It includes the rates of availability, downtimes, and the number of failures.
  • The Availability Report should be written in a form and nomenclature which the client understands.

B

Baseline

  • An ITSM can be used as a starting point to measure the effectiveness of a Service Improvement Plan
  • A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service
  • A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or Release fails.

C

Capacity Management

Capacity Manager

see Roles within ITIL, Capacity Manager

Capacity Plan

  • A Capacity Plan serves to steer the resources required to deliver IT Services.
  • The Plan contains scenarios for different predictions of capacity demand, and costed options to attain the agreed objectives of Service Levels.

Capacity Report

  • A report highlighting actual or future conflicts between Capacity Supply and Demand.
  • The Capacity Report includes expected increases and decreases in capacity and utilisation, as well as threshholds that, when exceeded, will require defined measures.

Change Advisory Board (CAB)

Change Management

Change Manager

Change Record

  • A set of data, which contains all details pertaining to a Change; it documents the history of a Change from initiation to implementation. A Change Record is compiled for every incoming RFC, even if the RFC is eventually rejected. Change Records refer to the affected Configuration Items.
  • A Change is defined as the addition, changing or removal of any object with an influence upon the IT Services. This applies to Configuration Items as well as processes, documentation, etc.

CI Status Monitoring Report

  • A report from 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).

Client (Contract Partner)

Compliance Management

Compliance Manager

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.

Configuration Management

Configuration Manager

Continual Service Improvement

Customer

D

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 and Release Management and is recorded in the CMDB.
  • Only software from the DSL is acceptable for use in a Release.

E

Emergency Change Advisory Board (ECAB)

Emergency Committee (EC)

Event Management

F

Financial Management

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 Change Schedule.

G

H

I

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, itemisation of Incidents by category, ...

Incident Management

Incident Manager

Incident Record

  • A set of data with all details of an Incident, which documents the history of the Incident from first appearance 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 (i.e. the failure of one hard-drive of a set of mirrored drives).

IT Architecture Management

IT Architect

see Roles within ITIL, IT Architect - ITIL V3

ITC Infrastructure Manager

IT Facilities Management

IT Facilities Manager

IT Operations Management

IT Operations Manager

IT Operator

IT Security Management

IT Security Manager

IT Service Continuity Management

IT Service Continuity Manager

see 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.

J

K

Knowledge Management

Knowledge Manager

see Roles within ITIL, Knowledge Manager - ITIL V3

Known Error

  • A Known Error that has a documented Root Cause and a Workaround.
  • Known Errors are compiled by Problem Control and fall within the area of responsibility of the Error Control Process.
  • Known Errors may also be identified by application development or suppliers/ manufacturers.

L

M

Major Incident Team

N

O

Operational Level Agreement (OLA)

  • An agreement between an IT Service Provider and another part of the same business that provides Services to it.
  • For example there could be an OLA with a facilities department to provide air conditioning, or with the procurement department to obtain hardware in agreed times.
  • An OLA may also be agreed between two parties of the same IT Service Provider, for example between the Service Desk and a Support Group.

P

Problem Management

Problem Management Report

  • A regular report compiled by the Problem Manager with statistical information on the Problem Management Process (number of documented Problems, compiled RFCs, implemented Changes, ...), IT component quality, as well as measures for the elimination of larger, outstanding Problems.

Problem Manager

Problem Record

  • A set of data with all the details pertaining to a Problem; it documents the history of a Problem from first appearance to resolution.
  • A Problem is defined as the cause of one or more Incidents.

Projected Service Availability (PSA)

  • A Document that identifies the effect of planned Changes on agreed Service Levels, based on the Forward Schedule of Change (FSC).

Project Management (Transition Planning and Support)

Project Manager

Q

R

Release and Deployment Management

Release Management

Release Manager

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.

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 Change Record, or the Change in itself.

Request Fulfilment

Risk Management

Risk Manager

see Roles within ITIL, Risk Manager - ITIL V3

S

Service Asset and Configuration Management

Service Catalogue

  • A document containing all IT Services, with summary information about their SLAs and clients.
  • The Service Catalogue is created and maintained by Service Level Management and is used as a reference by all IT Service Management Processes.

Service Catalogue Management

Service Catalogue Manager

see Roles within ITIL, Service Catalogue Manager

Service Delivery

Service Design

Service Design Manager

see Roles within ITIL, Service Design Manager

Service Desk

Service Improvement Program (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.

Service Level Agreement (SLA)

  • An Agreement between an IT Service Provider and a client.
  • The SLA describes the IT Service, documents Service Level objectives, and specifies the responsibilities of the IT Service Provider and the client.
  • A single SLA may cover multiple IT Services for multiple customers.

Service Level Management

Service Level Manager

see Roles within ITIL, Service Level Manager

Service Level Report

  • A report provided to customers at pre- determined times defined in the SLAs.
  • The Service Level Report serves to compare the agreed Service Levels and the Service Levels actually measured.
  • It also includes information on the usage of IT Services and Trend-Analyses.

Service Level Requirements (SLR)

  • A requirement from the client-side for an aspect of an IT Service.
  • SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets.

Service Operation

Service Owner

see Roles within ITIL, Service Owner

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.

Service Request Fulfilment Group

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.

Service Strategy

Service Support

Service Transition

Service Validation and Testing

Supplier Management

Supplier Manager

see Roles within ITIL, Supplier Manager

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.

T

Technical Analyst/ Architect

see Roles within ITIL, Technical Analyst/ Architect

Test Manager

Test and QS Manager

U

Underpinning Contract (UC)

  • A contract with an external Third Party or outside company that supports delivery of an IT Service by the IT Service Provider to a client.
  • The Third Party provides goods or Services that are required by the IT Service Provider, in order to meet agreed Service Levels with their Customers.

User

  • see Roles within ITIL, User

V

W

Workaround

  • A Workaround serves to reduce or avoid the effects of an Incident or Problem for which a full Resolution is not yet available, for example by restarting a failed Configuration Item.
  • Workarounds for Problems are documented in Known Error Records.
  • Workarounds for Incidents that do not have associated Problems are documented in the Incident Record.

X

Y

Z

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