ITIL Glossary
From IT Process Wiki
ITIL Glossary A-Z
Terms and definitions related to ITIL® and ITSM (IT Service Management)
This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[1]
Related contents in this ITIL Wiki, like ITIL process definitions and role descriptions, can be reached via links. [2]
| ITIL Glossary Terms |
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 |
Other languages: The ITIL Glossary, German Version and the ITIL Glossary in Spanish.
All ITIL Terms
Please click on one of the terms to see its definition:
1-9
- 1st Level Correlation
- 1st Level Support
- 2nd Level Correlation
- 2nd Level Support
- 3rd Level Support
- 7-Step Improvement Guideline
A
- Acceptance Test
- Access Management
- Access Manager
- Access Rights
- Application Developer
- Application Development
- Application Framework
- Application Management
- Application Manager
- Applications Analyst
- Architecture Management
- Availability Design Guidelines
- Availability Guidelines for the Service Desk
- Availability Improvement Plan
- Availability/ ITSCM/ Security Testing Schedule
- Availability Management
- Availability Management Information System
- Availability Manager
- Availability Monitoring
- Availability Plan
- Availability Report
- Availability Test
B
- Baseline
- Budget Allocation
- Budget Request
- Business Capacity Management
- Business Continuity Strategy
- Business Impact and Risk Analysis
- Business Planning Information
- Business Relationship Management
- Business Relationship Manager
C
- 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
- Customer Survey Response
D
- Data for Project Plan Update
- Definition of Improvement Initiatives
- Definitive Media Library (DML)
- Definitive Software Library (DSL)
- Demand Management
- Demand Manager
- Design Coordination
- Desired Service Outcomes
- Development/ Installation QA Documentation
- Development Work Order
- Disaster Practice
- Disaster Recovery Invocation Guideline
E
- Emergency Change
- Emergency Change Advisory Board (ECAB)
- Emergency Committee (EC)
- Emergency Plan
- Enterprise Architect
- Enterprise Architecture (EA)
- Enterprise Policies and Regulations
- Event Categorization Scheme
- Event Filtering and Correlation Rules
- Event Management
- Event Manager
- Event Monitoring
- Event Record
- Event Review
- Event Trends and Patterns
F
- Facilities Management
- Facilities Manager
- Financial Analysis
- Financial Data Categories
- Financial Management
- Financial Management for IT Services
- Financial Manager
- Financial Planning
- Forward Schedule of Changes (FSC)
- FSC
I
- 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)
K
- Key Performance Indicator (KPI)
- Knowledge Management
- Knowledge Manager
- Known Error
- Known Error Database
- KPI Target Value
M
- Maintenance Plan/ SOP
- Major Incident Review
- Major Incident Team
- Major Problem Review
- Minor Change
- Monitoring of CSI Initiatives
N
O
P
- Pattern of Business Activity (PBA)
- PIR
- Post Implementation Review (PIR)
- Pro-Active User Information
- Problem
- Problem Categorization
- Problem Closure
- Problem Identification
- Problem Management
- Problem Management Report
- Problem Manager
- Problem Priority
- Problem Record
- Problem Report
- Process and Asset Valuation
- Process Architect
- Process Architecture
- Process Area
- Process Assessment Guideline
- Process Audit
- Process Benchmarking
- Process Design
- Process Evaluation
- Process Evaluation Program
- Process Evaluation Report
- Process Maturity Assessment
- Process Metric (KPI)
- Process Owner
- Project Charter
- Project Control
- Project Coordination
- 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
R
- Recovery Plan
- Release
- Release Build
- Release Component
- Release Deployment
- Release and Deployment Management
- Release Management
- Release Manager
- Release Package
- Release Plan
- Release Planning
- Release Policy
- Release Record
- Release Unit
- Request Categorization
- Request for Access Rights
- Request for Change (RFC)
- Request for Service
- Request Fulfilment
- Required Modifications to Service Catalogue
- Required Modifications to UCs
- RFC
- RFC Template
- RFC Assessment Guideline
- RFC Template
- Risk Analysis
- Risk Management
- Risk Management Policy
- Risk Manager
- Risk Monitoring
- Risk Register
S
- SDP
- Security Advisories
- Security Alert
- Security Controls
- Security Incident
- Security Management Information System
- Security Review
- Service
- Service Acceptance Criteria (SAC)
- Service Activation
- Service Architecture
- Service Asset and Configuration Management
- Service Assessment
- Service Capacity Management
- Service Catalogue
- Service Catalogue Management
- Service Catalogue Manager
- Service Charter
- Service Definition
- Service Delivery
- Service Design
- Service Design Manager
- Service Design Package (SDP)
- Service Design Planning
- Service Design Policy
- Service Design Review
- Service Desk
- Service Improvement Plan (SIP)
- Service Knowledge Management System (SKMS)
- Service Level Agreement (SLA)
- Service Level Management
- Service Level Manager
- Service Level Report
- Service Level Requirements (SLR)
- Service Management System
- Service Model
- Service Operation
- Service Owner
- Service Portfolio
- Service Portfolio Management
- Service Portfolio Management Review
- Service Portfolio Manager
- Service Quality Plan (SQP)
- Service Request
- Service Request Fulfilment Group
- Service Request Model
- Service Request Record
- Service Request Status Information
- Service Requirements
- Service Review
- Service Review Report
- Service Specification Sheet
- Service Strategy
- Service Strategy Definition
- Service Strategy Plan
- Service Strategy Manager
- Service Support
- Service Transition
- Service Transition Plan
- Service User
- Service Validation and Testing
- Seven-Step Improvement Guideline
- SIP
- Skills Inventory
- SLA
- SLA Review
- SLM
- SLM Document Templates
- SLM Framework
- SLR
- SQP
- Standard Terms and Conditions
- Status Inquiry
- Strategic Action Plan
- Strategic Service Assessment
- Strategy Management for IT Services
- Suggested new Known Error
- Suggested new Problem
- Suggested new Workaround
- Suggested Process Improvement
- Suggested Service Improvement
- Supplier and Contract Database (SCD)
- Supplier and Contract Management Information System (SCMIS)
- Supplier and Contract Review
- Supplier Evaluation
- Supplier Management
- Supplier Management Framework
- Supplier Manager
- Supplier Service Level Report
- Supplier Strategy
- Support Knowledge Base
- Support Request
T
- Technical/ Administration Manual
- Technical Analyst
- Technical Management
- Test and QS Manager
- Test Manager
- Test Model
- Test Report
- Transition Planning and Support
U
- UC
- Underpinning Contract (UC)
- Underpinning Information Security Policy
- User
- User Escalation
- User FAQs
- User Identity Record
- User Identity Request
- User Manual
- User Role
- User Role Access Profile
- User Role Requirements
W
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: All Terms A-Z
