ITIL Glossary/ ITIL Terms 1-9

ITIL Glossary V3 2011 — **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 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

→ Seven-Step Improvement Guideline

→ ITIL terms starting with "1-9"

→ Look up all ITIL terms

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.