ITIL Glossary

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The ITIL Glossary provides you with definitions for the most important ITIL V3 and V2 Glossary Terms in alphabetical order.[1]

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.

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

7-Step Improvement Guideline

A

Access Management

Access Manager

Access Rights

  • 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 Service Operation > Access Management

Application Development

Application Developer

Application Framework

  • Application Frameworks aim to promote the re-use of components and the standardizing of technologies on which applications are based.
  • 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.
  • Application Frameworks define classes of applications, typically with common non-functional requirements.
  • → ITIL Processes, ITIL Service Design > Architecture Management

Application Management

Application Manager

Applications Analyst

Architecture Management

Availability Design Guidelines

  • 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 Processes, ITIL Service Design > Availability Management

Availability Guidelines for the Service Desk

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.
  • → ITIL Processes, Availability Management - ITIL V2

Availability/ ITSCM/ Security Testing Schedule

Availability Management

Availability Management Information System

Availability Manager

Availability Plan

Availability Report

  • The Availability Report provides other Service Management processes and IT Management with information related to service and infrastructure component availability.
  • → ITIL Processes, ITIL Service Design > Availability Management

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.

Budget Allocation

Budget Request

Business Continuity Strategy

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 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 Service Strategy > Strategy Management for IT Services

Business Relationship Management

Business Relationship Manager

C

CAB Agenda Template

Capacity Management

Capacity Management Information System

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.
  • → ITIL Processes, ITIL Service Design > Capacity Management

Capacity Report

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 Service Transition > Change Management

Change Advisory Board (CAB)

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 Service Transition > ITIL Change Evaluation

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 Service Transition > Change Management

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 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 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).
  • → ITIL Processes, ITIL Service Transition > Change Management

Change Request to CMS Structure

Change Request to Enterprise Architecture

Change Request to Process Architecture

Change Schedule

CI (Configuration Item)

CI Status Monitoring Report

Client (Contract Partner)

CMS/ CMDB

CMS Change Policy

Complaints Log

Compliance Management

Compliance Manager

Compliance Register

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 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.
  • → ITIL Checklist CMS - CMDB
  • → ITIL Processes, Configuration Management - ITIL V2

Configuration Audit Report

Configuration Management

Configuration Manager

Continual Service Improvement (CSI)

Cost Data for Service Provisioning

CSI

CSI Initiative

CSI Monitoring

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 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 Service Strategy > Business Relationship Management

Customer Survey Evaluation

Customer Survey Questionnaire

Customer Survey Response

D

Data for Project Plan Update

Definition of Improvement Initiatives

Definitive Media Library (DML)

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.
  • → Definitive Media Library (DML) - ITIL V3
  • → ITIL Processes, Configuration Management - ITIL V2

Demand Management

Demand Manager

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 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 Management.
  • → ITIL Processes, ITIL Service Transition > Service Validation and Testing

Development Work Order

Disaster Recovery Invocation Guideline

E

Emergency Change

Emergency Change Advisory Board (ECAB)

Emergency Committee (EC)

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 Service Design > Architecture Management

Enterprise Policies and Regulations

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 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 Service Operation > Event Management

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 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 Service Operation > Event Management

F

Facilities Management

Facilities Manager

Financial Analysis

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 Service Strategy > Financial Management

Financial Management

Financial Management for IT Services

Financial Manager

Forward Schedule of Changes (FSC)

G

H

I

Improvement Initiative

Incident

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.
  • → ITIL Processes, ITIL Service Operation > Incident Management

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

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 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 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 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).
  • → ITIL Checklist Incident Record
  • → ITIL Processes, ITIL Service Operation > Incident Management

Incident Status Information

Index of Disaster-Relevant Information

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

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 Service Design > Information Security Management

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

IT Service Continuity Management

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

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.
  • → 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

IT Steering Group (ISG)

J

K

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 KPIs and used to actively manage and report on the process, service or activity.
  • KPIs should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed.

Knowledge Management

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 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 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 Service Operation > Problem Management

KPI Target Value

L

M

Maintenance Plan/ SOP

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 Service Operation > Incident Management

Major Incident Team

Monitoring of CSI Initiatives

N

Notification of Service Failure

O

OLA

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 Service Desk and a support group to provide Incident resolution in agreed times.
  • → ITIL Checklist SLA - OLA - UC
  • → ITIL Processes, 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 Service Strategy > Business Relationship Management

P

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 Service Strategy > Demand Management

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.
  • → ITIL Processes, ITIL Service Transition > Change Management

Pro-Active User Information

  • A notification to users of existing or imminent service failures even if the 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 Service Operation > Incident Management

Problem

Problem Management

Problem Management Report

Problem Manager

Problem Record

Process and Asset Valuation

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 Continual Service Improvement (CSI) > Process Evaluation

Process Area

  • Process Area is a CMMI® [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

Process Design

Process Evaluation

Process Evaluation Report

Process Metric (KPI)

Process Owner

Project Charter

Projected Service Availability (PSA)

Projected Service Outage (PSO)

Project History Log

Project Management (Transition Planning and Support)

Project Manager

Project Plan (Service Transition Plan)

Project Portfolio Status Report

Purchase Order

Purchase Request

  • A request to purchase a service or a product from an external supplier, issued for example from 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 Service Design > Supplier Management

Q

R

Recovery Plan

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 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 Release Units.

Release and Deployment Management

Release Management

Release Manager

Release Package

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.
  • → ITIL Processes, Release Management - ITIL V2

Release Policy

Release Record

Release Unit

  • A Release Unit is a set of new, changed and/or unchanged 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)

Request Fulfilment

Required Modifications to Service Catalogue

Required Modifications to UCs

RFC

RFC Assessment Guideline

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 Service Transition > Change Management

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 Service Design > Risk Management

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 Service Design > Risk Management

S

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

Security Management Information System

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 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 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

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.
  • → ITIL Processes, ITIL Service Design > Service Catalogue Management

Service Catalogue Management

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 Delivery

Service Design

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 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 Service Design > ITIL Design Coordination

Service Design Validation Report

Service Desk

Service Evaluation

Service Improvement Plan (SIP)

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.
  • → ITIL V3 - Service Improvement Plan
  • → ITIL Processes, Service Level Management - ITIL V2

Service Knowledge Management System (SKMS)

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 - UC
  • → ITIL Processes, ITIL Service Design > Service Level Management

Service Level Management

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.
  • → 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.
  • → 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 V3 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 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 Service Strategy > Service Portfolio Management

Service Operation

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

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.

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 Fulfilment Group

Service Request Model

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

Service Requirements

Service Review Report

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.
  • → ITIL Processes, Service Level Management - ITIL V2

Service Strategy

Service Strategy

Service Strategy Manager

Service Support

Service Transition

Service Transition Plan

Service User

Service Validation and Testing

Seven-Step Improvement Guideline

  • The Seven-Step Improvement Method 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

SLA

SLM Document Templates

Standard Terms and Conditions

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 Plan

Strategic Service Assessment

Strategy Management for IT Services

Suggested Changes to SLAs, OLAs and UCs

  • Suggestions for improving service quality or economics, handed over from other Service Management processes to the Continual Service Improvement process.
  • Suggestions to improve services may originate from anywhere within or outside of the IT organization.
  • → ITIL Processes, ITIL Continual Service Improvement (CSI) > Service Evaluation

Suggested new Known Error

Suggested new Problem

Suggested new Workaround

Suggested Process Improvement

Suggestions and Complaints

Supplier and Contract Database (SCD)

Supplier and Contract Management Information System (SCMIS)

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 Processes, ITIL Service Design > Supplier Management

Supplier Management

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

T

Technical/ Administration Manual

Technical Analyst

Technical Management

Test and QS Manager

Test Manager

Test Model

  • 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 Project Plan.
  • Most importantly, this document defines the required quality assurance checkpoints during the Release deployment, as well as the required test scripts.
  • → ITIL Processes, ITIL Service Transition > Service Validation and Testing

Transition Planning and Support

Test Report

U

UC

Underpinning Contract (UC)

  • A contract between an IT service provider and a third party.
  • The third party provides services that support the delivery of a service to a customer.
  • The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level targets in an SLA.
  • → ITIL Checklist SLA - OLA - UC
  • → ITIL Processes, 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 Service Design > Information Security Management

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 Service Operation > Incident Management

User FAQs

User Identity Record

User Identity Request

User Manual

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 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 ("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 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 Service Operation > Access Management

V

Validation Test Report

W

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 Service Operation > Problem Management

X

Y

Z

Notes

[1] ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
[2] CMMI® (Capability Maturity Model Integrated) is a registered trade mark of the Software Engineering Institute, Carnegie Mellon University.

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