ITIL Glossary/ ITIL Terms C

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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 C

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

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

 

• CAB
• CAB Agenda Template
• Capacity Forecast
• Capacity Management
• Capacity Management Information System
• Capacity Manager
• Capacity Plan
• Capacity Report
• Change
• Change Advisory Board (CAB)
• Change Build phase
• Change Classification
• Change Deployment phase
• Change Evaluation
• Change Evaluation Report
• Change Management
• Change Management Policy
• Change Manager
• Change Model
• Change Owner
• Change Proposal
• Change Record
• 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)
• CMDB
• CMDB Audit Protocol
• CMS/ CMDB
• CMS Change Policy
• Complaint Status Information
• Complaints and Compliments
• Complaints Log
• Compliance Management
• Compliance Manager
• Compliance Register
• Compliance Review
• Component Capacity Management
• Config Management Database (CMDB)
• Configuration Audit
• Configuration Audit Report
• Configuration Control
• Configuration Identification
• Configuration Management
• Configuration Manager
• Continual Service Improvement (CSI)
• Cost Data for Service Provisioning
• CSI
• CSI Initiative
• CSI Monitoring
• CSI Register
• Customer
• Customer Agreement Portfolio
• Customer Complaint
• Customer Portfolio
• Customer Satisfaction Survey
• Customer Survey Evaluation
• Customer Survey Questionnaire
• Customer Survey Response

 

Definitions

CAB

• → Change Advisory Board

CAB Agenda Template

• The CAB Agenda lists the topics for discussion in a CAB meeting.
• → Checklist CAB Agenda
• → ITIL processes, ITIL Service Transition > Change Management

Capacity Forecast

• → Checklist Capacity Forecast

Capacity Management

• → ITIL processes, ITIL Service Design > Capacity Management

Capacity Management Information System

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

Capacity Manager

• → Roles within ITIL, 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 Checklist Capacity Plan
• → ITIL processes, ITIL Service Design > Capacity Management

Capacity Report

• The Capacity Report provides other Service Management processes and IT Management with information related to service and resource utilization and performance.
• → Checklist Capacity Report
• → ITIL processes, ITIL Service Design > Capacity Management

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)

• → Roles within ITIL, Change Advisory Board (CAB)

Change Build phase

• → ITIL sub-prozess, Change Scheduling and Build Authorization

Change Classification

• → Checklist Change Classification

Change Deployment phase

• → ITIL sub-prozess, Change Deployment Authorization

Change Evaluation

• → ITIL processes, ITIL Service Transition > ITIL 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

• → ITIL processes, ITIL Service Transition > 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

• → Roles within ITIL, 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).
• → Checklist Change Record
• → ITIL processes, ITIL Service Transition > Change Management

Change Request to CMS Structure

• A request from a Service Management process to change the CMS structure.
• This request is sent to Configuration Management if new CIs or attributes must be recorded but the CMS's structure is not adequate for holding the new data.
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

Change Request to Enterprise Architecture

• A request to change or extend the Enterprise Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing application, infrastructure and information/ data architectures.
• → ITIL processes, ITIL Service Design > Architecture Management

Change Request to Process Architecture

• A request to change or extend the Process Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing process framework.
• → ITIL processes, ITIL Continual Service Improvement (CSI) > Process Evaluation

Change Schedule

• A Document that lists all approved Change Proposals and Changes and their planned implementation dates.
• A Change Schedule is sometimes called a Forward Schedule of Changes (FSC).
• → ITIL processes, ITIL Service Transition > Change Management

CI (Configuration Item)

• CIs (Configuration Items) are mainly hardware or software items and are characterized by their attributes (recorded in the CI’s Configuration Record) and their relationships to other CIs.
• → ITIL Checklist CMS - CMDB
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

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).
• → ITIL processes, Configuration Management - ITIL V2

Client (Contract Partner)

• → Roles within ITIL, Client (Contract Partner)/ Customer

CMDB

• → CMS/ CMDB

CMDB Audit Protocol

• → Checklist CMDB Audit Protocol

CMS/ CMDB

• The Configuration Management System (CMS) is a set of tools and data that is used for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships.
• A CMS may manage more than one physical Configuration Management Databases (CMDBs).
• Its underlying structure is defined by the Configuration Model, a logical model of the IT organization’s service assets.
• → ITIL Checklist CMS - CMDB
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

CMS Change Policy

• A set of rules defining who is authorized to modify the structure and contents of the CMS.
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

Complaint Status Information

• A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Complaints and Compliments

• Complaints and compliments from the customer side which are addressed in the Business Relationship Management process.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Complaints Log

• The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Compliance Management

• → ITIL processes, ITIL Service Design > Compliance Management

Compliance Manager

• → Roles within ITIL, Compliance Manager

Compliance Register

• The Compliance Register is a tool used by the Compliance Management process to keep an overview of all compliance requirements and the measures applied to ensure their enforcement.
• → ITIL processes, ITIL Service Design > Compliance Management

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

Component Capacity Management

• → ITIL sub-prozess, Component Capacity 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

• → ITIL sub-prozess, Configuration Verification and Audit

Configuration Audit Report

• A report summarizing the results of a CMS audit, highlighting revealed differences between CMS records and actually installed CIs.
• → ITIL processes, ITIL Service Transition > Service Asset and Configuration Management

Configuration Control

• → ITIL sub-prozess, Configuration Control

Configuration Identification

• → ITIL sub-prozess, Configuration Identification

Configuration Management

• → ITIL processes,
  • ITIL V3: ITIL Service Transition > Service Asset and Configuration Management
  • ITIL V2: Configuration Management

Configuration Manager

• → Roles within ITIL, Configuration Manager

Continual Service Improvement (CSI)

• → ITIL Core Discipline, ITIL Continual Service Improvement (CSI)

Cost Data for Service Provisioning

• The cost for providing a service, calculated by Financial Management as a basis for calculating the price a customer is expected to pay for a service.
• → ITIL processes, ITIL Service Strategy > Financial Management

CSI

• → ITIL Core Discipline, ITIL 2011 Continual Service Improvement (CSI)

CSI Initiative

• → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of CSI Initiatives
• → ITIL processes, ITIL Continual Service Improvement (CSI) > Monitoring of CSI Initiatives

CSI Monitoring

• → ITIL processes, ITIL Continual Service Improvement (CSI) > Monitoring of CSI Initiatives

CSI Register

• The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement.
• Please note: In ITIL V3 (2007) the "CSI Register" was referred to as the "Service Improvement Plan (SIP)".
• → ITIL Checklist CSI Register
• → ITIL processes, ITIL Continual Service Improvement (CSI) > Definition of Improvement Initiatives

Customer

• → Roles within ITIL, 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 Complaint

• → ITIL sub-prozess, Handle Customer Complaints

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 Satisfaction Survey

• → ITIL sub-prozess, Customer Satisfaction Survey

Customer Survey Evaluation

• The evaluation of a Customer Satisfaction Survey, presenting the results and findings in a condensed way.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Customer Survey Questionnaire

• A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.
• → ITIL processes, ITIL Service Strategy > Business Relationship Management

Customer Survey Response

• The response to a service provider's customer survey, typically a completed questionnaire.
• → ITIL processes, ITIL Service Strategy > Business Relationship 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.
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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