ITIL 2011 English Glossary v1.0 Word

8/12/2019 ITIL 2011 English Glossary v1.0 Word

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ITIL glossary and abbreviations

English

This glossary may be freely downloaded.See www.itil-officialsite.com/InternationalActivities/TranslatedGlossaries.as ! for details of

licence terms.

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Glossary terms and definitions

Term Definition

acce tance 3ormal agreement that an IT service1rocess1 lan or other deliverable is

com lete1 acc)rate1 reliable and meets itss ecified re5)irements. Acce tance is )s)ally

receded by change eval)ation or testing and

is often re5)ired before roceeding to thene!t stage of a ro6ect or rocess. See also service acceptance criteria .

access management + ITIL Service Operation The rocessres onsible for allowing )sers to ma'e )se ofIT services1 data or other assets. Accessmanagement hel s to rotect theconfidentiality1 integrity and availability ofassets by ens)ring that only a)thori7ed )sersare able to access or modify them. Accessmanagement im lements the olicies ofinformation sec)rity management and issometimes referred to as rights managementor identity management.

acco)nt manager + ITIL Service Strategy A role that is verysimilar to that of the b)siness relationshimanager1 b)t incl)des more commercialas ects. ost commonly )sed by Ty e IIIservice roviders when dealing with e!ternalc)stomers.

acco)nting + ITIL Service Strategy The rocessres onsible for identifying the act)al costs ofdelivering IT services1 com aring these withb)dgeted costs1 and managing variance fromthe b)dget.

acco)nting eriod + ITIL Service Strategy A eriod of time+)s)ally one year for which b)dgets1charges1 de reciation and other financialcalc)lations are made. See also financial year .

accredited 8fficially a)thori7ed to carry o)t a role. 3ore!am le1 an accredited body may bea)thori7ed to rovide training or to cond)cta)dits.

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Term Definition

active monitoring + ITIL Service Operation onitoring of aconfig)ration item or an IT service that )sesa)tomated reg)lar chec's to discover thec)rrent stat)s. See also passive monitoring .

activity A set of actions designed to achieve aartic)lar res)lt. Activities are )s)ally defined

as art of rocesses or lans1 and aredoc)mented in roced)res.

agreed service time +AST + ITIL Service Design A synonym for serviceho)rs1 commonly )sed in formal calc)lationsof availability. See also downtime .

agreement A doc)ment that describes a formal)nderstanding between two or more arties.

An agreement is not legally binding1 )nless itforms art of a contract. See also operationallevel agreement : service level agreement .

alert +ITIL Service Operation A notification that athreshold has been reached1 something haschanged1 or a fail)re has occ)rred. Alerts areoften created and managed by systemmanagement tools and are managed by theevent management rocess.

analytical modelling + ITIL Continual Service Improvement +ITILService Design +ITIL Service Strategy Atechni5)e that )ses mathematical models to

redict the behavio)r of IT services or otherconfig)ration items. Analytical models arecommonly )sed in ca acity management andavailability management. See also modelling;simulation modelling .

a lication Software that rovides f)nctions which arere5)ired by an IT service. Each a licationmay be art of more than one IT service. Ana lication r)ns on one or more servers orclients. See also application management :application portfolio .

a lication management + ITIL Service Operation The f)nctionres onsible for managing a licationsthro)gho)t their lifecycle.

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Term Definition

a lication ortfolio + ITIL Service Design A database orstr)ct)red doc)ment )sed to managea lications thro)gho)t their lifecycle. Thea lication ortfolio contains 'ey attrib)tes ofall a lications. The a lication ortfolio issometimes im lemented as art of theservice ortfolio1 or as art of theconfig)ration management system.

a lication service rovider +AS, + ITIL Service Design An e!ternal servicerovider that rovides IT services )sing

a lications r)nning at the service rovider


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Term Definition

asset management + ITIL Service Transition A generic activity orrocess res onsible for trac'ing andre orting the val)e and ownershi of assetsthro)gho)t their lifecycle. See also service assetand configuration management : fixed assetmanagement : software asset management .

asset register + ITIL Service Transition A list of fi!ed assetsthat incl)des their ownershi and val)e. Seealso fixed asset management .

asset s ecificity + ITIL Service Strategy 8ne or moreattrib)tes of an asset that ma'e it artic)larly

)sef)l for a given )r ose. Asset s ecificitymay limit the )se of the asset for other

)r oses.

attrib)te + ITIL Service Transition A iece ofinformation abo)t a config)ration item.E!am les are name1 location1 versionn)mber and cost. Attrib)tes of #Is arerecorded in a config)ration managementdatabase +# ?@ and maintained as art ofa config)ration management system +# S .See also relationship : configuration managementsystem .

a)dit 3ormal ins ection and verification to chec'whether a standard or set of g)idelines isbeing followed1 that records are acc)rate1 orthat efficiency and effectiveness targets arebeing met. An a)dit may be carried o)t byinternal or e!ternal gro) s. See also assessment : certification .

a)thority matri! See RACI .

a)tomatic call distrib)tion +A#? + ITIL Service Operation =se of informationtechnology to direct an incoming tele honecall to the most a ro riate erson in theshortest ossible time. A#? is sometimescalled a)tomated call distrib)tion.

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Term Definition

availability + ITIL Service Design Ability of an IT serviceor other config)ration item to erform itsagreed f)nction when re5)ired. Availability isdetermined by reliability1 maintainability1serviceability1 erformance and sec)rity.

Availability is )s)ally calc)lated as aercentage. This calc)lation is often based

on agreed service time and downtime. It isbest ractice to calc)late availability of an ITservice )sing meas)rements of the b)sinesso)t )t.

availability management +A + ITIL Service Design The rocess

res onsible for ens)ring that IT services meetthe c)rrent and f)t)re availability needs of theb)siness in a cost-effective and timelymanner. Availability management defines1analyses1 lans1 meas)res and im roves allas ects of the availability of IT services1 andens)res that all IT infrastr)ct)res1 rocesses1tools1 roles etc. are a ro riate for theagreed service level targets for availability.See also availability management informationsystem .

availability management information system

+A IS

+ITIL Service Design A set of tools1 data and

information that is )sed to s) ort availabilitymanagement. See also service knowledgemanagement system .

availability lan + ITIL Service Design A lan to ens)re thate!isting and f)t)re availability re5)irementsfor IT services can be rovided cost-effectively.

bac'-o)t + ITIL Service Transition An activity thatrestores a service or other config)ration itemto a revio)s baseline. @ac'-o)t is )sed as aform of remediation when a change orrelease is not s)ccessf)l.

bac') + ITIL Service Design +ITIL ServiceOperation #o ying data to rotect againstloss of integrity or availability of the original.



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Term Definition

balanced scorecard + ITIL Continual Service Improvement Amanagement tool develo ed by ?rs obertBa lan +*arvard @)siness School and ?avidCorton. A balanced scorecard enables astrategy to be bro'en down into 'ey

erformance indicators. ,erformance againstthe B,Is is )sed to demonstrate how well thestrategy is being achieved. A balancedscorecard has fo)r ma6or areas1 each ofwhich has a small n)mber of B,Is. The samefo)r areas are considered at different levelsof detail thro)gho)t the organi7ation.

baseline + ITIL Continual Service Improvement +ITILService Transition A sna shot that is )sedas a reference oint. any sna shots may beta'en and recorded over time b)t only somewill be )sed as baselines. 3or e!am le4

l An ITS baseline can be)sed as a starting oint tomeas)re the effect of aservice im rovement lan

l A erformance baseline canbe )sed to meas)re changes

in erformance over thelifetime of an IT service

l A config)ration baseline canbe )sed as art of a bac'-o)t

lan to enable the ITinfrastr)ct)re to be restoredto a 'nown config)ration if achange or release fails.

See also benchmark .

benchmar' + ITIL Continual Service Improvement +ITILService Transition A baseline that is )sed to

com are related data sets as art of abenchmar'ing e!ercise. 3or e!am le1 arecent sna shot of a rocess can becom ared to a revio)s baseline of that

rocess1 or a c)rrent baseline can becom ared to ind)stry data or best ractice.See also benchmarking : baseline .

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Term Definition

benchmar'ing + ITIL Continual Service Improvement Therocess res onsible for com aring abenchmar' with related data sets s)ch as amore recent sna shot1 ind)stry data or best

ractice. The term is also )sed to meancreating a series of benchmar's over time1and com aring the res)lts to meas)re

rogress or im rovement. This rocess is notdescribed in detail within the core ITIL

)blications.

@est anagement ,ractice +@ , The @est anagement ,ractice ortfolio isowned by the #abinet 8ffice1 art of *

Government. 3ormerly owned by ##TA andthen 8G#1 the @ , f)nctions moved to the#abinet 8ffice in 2)ne $%&%. The @ ,

ortfolio incl)des g)idance on IT servicemanagement and ro6ect1 rogramme1 ris'1

ortfolio and val)e management. There isalso a management mat)rity model as wellas related glossaries of terms.

best ractice ,roven activities or rocesses that have beens)ccessf)lly )sed by m)lti le organi7ations.ITIL is an e!am le of best ractice.

billing +ITIL Service Strategy ,art of the chargingrocess. @illing is the activity res onsible forrod)cing an invoice or a bill and recovering

the money from c)stomers. See also pricing .

brainstorming + ITIL Service Design +ITIL ServiceOperation A techni5)e that hel s a team togenerate ideas. Ideas are not reviewedd)ring the brainstorming session1 b)t at alater stage. @rainstorming is often )sed by

roblem management to identify ossibleca)ses.

@ritish Standards Instit)tion +@SI The =B national standards body1 res onsiblefor creating and maintaining @ritishstandards. See www.bsi-global.com for moreinformation. See also International Organizationfor tandardization .

b)dget A list of all the money an organi7ation orb)siness )nit lans to receive1 and lans to

ay o)t1 over a s ecified eriod of time. Seealso budgeting : planning .



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Term Definition

b)dgeting The activity of redicting and controlling thes ending of money. @)dgeting consists of aeriodic negotiation cycle to set f)t)re

b)dgets +)s)ally ann)al and the day-to-daymonitoring and ad6)sting of c)rrent b)dgets.

b)ild + ITIL Service Transition The activity ofassembling a n)mber of config)ration itemsto create art of an IT service. The term isalso )sed to refer to a release that isa)thori7ed for distrib)tion F for e!am le1server b)ild or la to b)ild. See also configuration baseline .

b)ild environment + ITIL Service Transition A controlledenvironment where a lications1 IT servicesand other b)ilds are assembled rior to beingmoved into a test or live environment.

b)siness + ITIL Service Strategy An overall cor orateentity or organi7ation formed of a n)mber ofb)siness )nits. In the conte!t of ITS 1 theterm incl)des )blic sector and not-for- rofitorgani7ations1 as well as com anies. An ITservice rovider rovides IT services to ac)stomer within a b)siness. The IT service

rovider may be art of the same b)siness asits c)stomer +internal service rovider 1 or

art of another b)siness +e!ternal servicerovider .

b)siness ca acity management + ITIL Continual Service Improvement +ITILService Design In the conte!t of ITS 1b)siness ca acity management is the s)b-

rocess of ca acity management res onsiblefor )nderstanding f)t)re b)sinessre5)irements for )se in the ca acity lan. Seealso service capacity management : componentcapacity management .

b)siness case + ITIL Service Strategy 2)stification for asignificant item of e! endit)re. The b)sinesscase incl)des information abo)t costs1benefits1 o tions1 iss)es1 ris's and ossible

roblems. See also cost benefit analysis .

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Term Definition

b)siness contin)ity management +@# + ITIL Service Design The b)siness rocessres onsible for managing ris's that co)ldserio)sly affect the b)siness. @)sinesscontin)ity management safeg)ards theinterests of 'ey sta'eholders1 re )tation1brand and val)e-creating activities. The

rocess involves red)cing ris's to anacce table level and lanning for therecovery of b)siness rocesses sho)ld adisr) tion to the b)siness occ)r. @)sinesscontin)ity management sets the ob6ectives1sco e and re5)irements for IT servicecontin)ity management.

b)siness contin)ity lan +@#, + ITIL Service Design A lan defining theste s re5)ired to restore b)siness rocessesfollowing a disr) tion. The lan also identifiesthe triggers for invocation1 eo le to beinvolved1 comm)nications etc. IT servicecontin)ity lans form a significant art ofb)siness contin)ity lans.

b)siness c)stomer + ITIL Service Strategy A reci ient of arod)ct or a service from the b)siness. 3or

e!am le1 if the b)siness is a carman)fact)rer1 then the b)siness c)stomer is

someone who b)ys a car.

b)siness im act analysis +@IA + ITIL Service Strategy @)siness im actanalysis is the activity in b)siness contin)itymanagement that identifies vital b)sinessf)nctions and their de endencies. Thesede endencies may incl)de s) liers1 eo le1other b)siness rocesses1 IT services etc.@)siness im act analysis defines therecovery re5)irements for IT services. Thesere5)irements incl)de recovery timeob6ectives1 recovery oint ob6ectives andminim)m service level targets for each ITservice.

b)siness ob6ective + ITIL Service Strategy The ob6ective of ab)siness rocess1 or of the b)siness as awhole. @)siness ob6ectives s) ort theb)siness vision1 rovide g)idance for the ITstrategy1 and are often s) orted by ITservices.

b)siness o erations + ITIL Service Strategy The day-to-daye!ec)tion1 monitoring and management ofb)siness rocesses.

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Term Definition

b)siness ers ective + ITIL Continual Service Improvement An)nderstanding of the service rovider and ITservices from the oint of view of theb)siness1 and an )nderstanding of theb)siness from the oint of view of the service

rovider.

b)siness rocess A rocess that is owned and carried o)t bythe b)siness. A b)siness rocess contrib)testo the delivery of a rod)ct or service to ab)siness c)stomer. 3or e!am le1 a retailermay have a )rchasing rocess that hel s todeliver services to its b)siness c)stomers.

any b)siness rocesses rely on IT services.

b)siness relationshi management + ITIL Service Strategy The rocessres onsible for maintaining a ositiverelationshi with c)stomers. @)sinessrelationshi management identifies c)stomerneeds and ens)res that the service rovideris able to meet these needs with ana ro riate catalog)e of services. This

rocess has strong lin's with service levelmanagement.

b)siness relationshi manager +@ + ITIL Service Strategy A role res onsible formaintaining the relationshi with one or morec)stomers. This role is often combined withthe service level manager role.

b)siness service A service that is delivered to b)sinessc)stomers by b)siness )nits. 3or e!am le1delivery of financial services to c)stomers ofa ban'1 or goods to the c)stomers of a retailstore. S)ccessf)l delivery of b)sinessservices often de ends on one or more ITservices. A b)siness service may consistalmost entirely of an IT service F for e!am le1an online ban'ing service or an e!ternalwebsite where rod)ct orders can be lacedby b)siness c)stomers. See also customer!facing service .

b)siness service management The management of b)siness servicesdelivered to b)siness c)stomers. @)sinessservice management is erformed byb)siness )nits.

b)siness )nit + ITIL Service Strategy A segment of theb)siness that has its own lans1 metrics1income and costs. Each b)siness )nit ownsassets and )ses these to create val)e forc)stomers in the form of goods and services.

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Term Definition

call +ITIL Service Operation A tele hone call tothe service des' from a )ser. A call co)ldres)lt in an incident or a service re5)estbeing logged.

call centre + ITIL Service Operation An organi7ation orb)siness )nit that handles large n)mbers ofincoming and o)tgoing tele hone calls. Seealso service desk .

call ty e + ITIL Service Operation A category that is)sed to disting)ish incoming re5)ests to aservice des'. #ommon call ty es are

incident1 service re5)est and com laint.

ca ability + ITIL Service Strategy The ability of anorgani7ation1 erson1 rocess1 a lication1 ITservice or other config)ration item to carryo)t an activity. #a abilities are intangibleassets of an organi7ation. See also resource .

#a ability at)rity odel Integration +# I + ITIL Continual Service Improvement Arocess im rovement a roach develo ed by

the Software Engineering Instit)te +SEI of#arnegie ellon =niversity1 =S. # I

rovides organi7ations with the essentialelements of effective rocesses. It can be)sed to g)ide rocess im rovement across a

ro6ect1 a division or an entire organi7ation.# I hel s integrate traditionally se arateorgani7ational f)nctions1 set rocessim rovement goals and riorities1 rovideg)idance for 5)ality rocesses1 and rovide a

oint of reference for a raising c)rrentrocesses. See www.sei.cm).ed)/cmmi for

more information. See also maturity .

ca acity + ITIL Service Design The ma!im)mthro)gh )t that a config)ration item or ITservice can deliver. 3or some ty es of #I1ca acity may be the si7e or vol)me F fore!am le1 a dis' drive.

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Term Definition

ca acity management + ITIL Continual Service Improvement +ITILService Design The rocess res onsible forens)ring that the ca acity of IT services andthe IT infrastr)ct)re is able to meet agreedca acity- and erformance-relatedre5)irements in a cost-effective and timelymanner. #a acity management considers allreso)rces re5)ired to deliver an IT service1and is concerned with meeting both thec)rrent and f)t)re ca acity and erformanceneeds of the b)siness. #a acitymanagement incl)des three s)b- rocesses4b)siness ca acity management1 service

ca acity management1 and com onentca acity management. See also capacitymanagement information system .

ca acity management information system+# IS

+ITIL Service Design A set of tools1 data andinformation that is )sed to s) ort ca acitymanagement. See also service knowledgemanagement system .

ca acity lan + ITIL Service Design A lan )sed to managethe reso)rces re5)ired to deliver IT services.The lan contains details of c)rrent andhistoric )sage of IT services and

com onents1 and any iss)es that need to beaddressed +incl)ding related im rovementactivities . The lan also contains scenariosfor different redictions of b)siness demandand costed o tions to deliver the agreedservice level targets.

ca acity lanning + ITIL Service Design The activity withinca acity management res onsible forcreating a ca acity lan.

ca ital b)dgeting + ITIL Service Strategy The resent

commitment of f)nds in order toreceive a ret)rn in the f)t)re in theform of additional cash inflows orred)ced cash o)tflows.

ca ital cost + ITIL Service Strategy The cost of)rchasing something that will become a

financial asset F for e!am le1 com )tere5)i ment and b)ildings. The val)e of theasset de reciates over m)lti le acco)nting

eriods. See also operational cost .

ca ital e! endit)re +#A,E See capital cost .

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Term Definition

ca itali7ation + ITIL Service Strategy Identifying ma6or costas ca ital1 even tho)gh no asset is)rchased. This is done to s read the im act

of the cost over m)lti le acco)nting eriods.The most common e!am le of this issoftware develo ment1 or )rchase of asoftware licence.

category A named gro) of things that have somethingin common. #ategories are )sed to gro)similar things together. 3or e!am le1 costty es are )sed to gro) similar ty es of cost.Incident categories are )sed to gro) similar

ty es of incident1 while #I ty es are )sed togro) similar ty es of config)ration item.

certification Iss)ing a certificate to confirm com liance toa standard. #ertification incl)des a formala)dit by an inde endent and accredited body.The term is also )sed to mean awarding acertificate to rovide evidence that a ersonhas achieved a 5)alification.

change + ITIL Service Transition The addition1modification or removal of anything that co)ldhave an effect on IT services. The sco esho)ld incl)de changes to all architect)res1

rocesses1 tools1 metrics and doc)mentation1as well as changes to IT services and otherconfig)ration items.

change advisory board +#A@ + ITIL Service Transition A gro) of eo lethat s) ort the assessment1 rioriti7ation1a)thori7ation and sched)ling of changes. Achange advisory board is )s)ally made ) ofre resentatives from4 all areas within the ITservice rovider: the b)siness: and third

arties s)ch as s) liers.

change eval)ation + ITIL Service Transition The rocessres onsible for formal assessment of a newor changed IT service to ens)re that ris'shave been managed and to hel determinewhether to a)thori7e the change.

change history + ITIL Service Transition Information abo)t allchanges made to a config)ration item d)ringits life. #hange history consists of all thosechange records that a ly to the #I.

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Term Definition

change management + ITIL Service Transition The rocessres onsible for controlling the lifecycle of allchanges1 enabling beneficial changes to bemade with minim)m disr) tion to IT services.

change model + ITIL Service Transition A re eatable way ofdealing with a artic)lar category of change.

A change model defines s ecific agreedste s that will be followed for a change of thiscategory. #hange models may be verycom le! with many ste s that re5)irea)thori7ation +e.g. ma6or software release ormay be very sim le with no re5)irement for

a)thori7ation +e.g. assword reset . See also change advisory board : standard change .

change ro osal + ITIL Service Strategy +ITIL ServiceTransition A doc)ment that incl)des a highlevel descri tion of a otential serviceintrod)ction or significant change1 along witha corres onding b)siness case and ane! ected im lementation sched)le. #hange

ro osals are normally created by the serviceortfolio management rocess and areassed to change management for

a)thori7ation. #hange management will

review the otential im act on other services1on shared reso)rces1 and on the overallchange sched)le. 8nce the change ro osalhas been a)thori7ed1 service ortfoliomanagement will charter the service.

change record + ITIL Service Transition A record containingthe details of a change. Each change recorddoc)ments the lifecycle of a single change. Achange record is created for every re5)est forchange that is received1 even those that ares)bse5)ently re6ected. #hange recordssho)ld reference the config)ration items thatare affected by the change. #hange recordsmay be stored in the config)rationmanagement system1 or elsewhere in theservice 'nowledge management system.

change re5)est See re"uest for change .



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Term Definition

change sched)le + ITIL Service Transition A doc)ment that listsall a)thori7ed changes and their lannedim lementation dates1 as well as theestimated dates of longer-term changes. Achange sched)le is sometimes called aforward sched)le of change1 even tho)gh italso contains information abo)t changes thathave already been im lemented.

change window + ITIL Service Transition A reg)lar1 agreedtime when changes or releases may beim lemented with minimal im act onservices. #hange windows are )s)ally

doc)mented in service level agreements.

chargeable item + ITIL Service Strategy A deliverable of an ITservice that is )sed in calc)lating charges toc)stomers +for e!am le1 n)mber oftransactions1 n)mber of des'to ,#s .

charging + ITIL Service Strategy e5)iring ayment forIT services. #harging for IT services iso tional1 and many organi7ations choose totreat their IT service rovider as a costcentre. See also charging process : charging

policy .

charging olicy + ITIL Service Strategy A olicy s ecifying theob6ective of the charging rocess and theway in which charges will be calc)lated. Seealso cost .

charging rocess + ITIL Service Strategy The rocessres onsible for deciding how m)chc)stomers sho)ld ay + ricing andrecovering money from them +billing . This

rocess is not described in detail within thecore ITIL )blications.

charter + ITIL Service Strategy A doc)ment thatcontains details of a new service1 a significantchange or other significant ro6ect. #hartersare ty ically a)thori7ed by service ortfoliomanagement or by a ro6ect managementoffice. The term charter is also )sed todescribe the act of a)thori7ing the wor're5)ired to com lete the service change or

ro6ect. See also change proposal : servicecharter : pro#ect portfolio .

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Term Definition

chronological analysis + ITIL Service Operation A techni5)e )sed tohel identify ossible ca)ses of roblems. Allavailable data abo)t the roblem is collectedand sorted by date and time to rovide adetailed timeline. This can ma'e it ossible toidentify which events may have beentriggered by others.

#I ty e + ITIL Service Transition A category that is)sed to classify config)ration items. The #Ity e identifies the re5)ired attrib)tes andrelationshi s for a config)ration record.#ommon #I ty es incl)de hardware1

doc)ment1 )ser etc.

classification The act of assigning a category to something.#lassification is )sed to ens)re consistentmanagement and re orting. #onfig)rationitems1 incidents1 roblems1 changes etc. are)s)ally classified.

client A generic term that means a c)stomer1 theb)siness or a b)siness c)stomer. 3ore!am le1 client manager may be )sed as asynonym for b)siness relationshi manager.The term is also )sed to mean4

l A com )ter that is )seddirectly by a )ser F fore!am le1 a ,#1 a handheldcom )ter or a wor' station

l The art of a client servera lication that the )serdirectly interfaces with F fore!am le1 an email client.

closed + ITIL Service Operation The final stat)s inthe lifecycle of an incident1 roblem1 changeetc. (hen the stat)s is closed1 no f)rtheraction is ta'en.

clos)re + ITIL Service Operation The act of changingthe stat)s of an incident1 roblem1 changeetc. to closed.

#8@IT + ITIL Continual Service Improvement #ontrol8@6ectives for Information and relatedTechnology +#8@IT rovides g)idance andbest ractice for the management of IT

rocesses. #8@IT is )blished by ISA#A incon6)nction with the IT Governance Instit)te

+ITGI . See www.isaca.org for moreinformation.

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Term Definition

code of ractice A g)ideline )blished by a )blic body or astandards organi7ation1 s)ch as IS8 or @SI.any standards consist of a code of ractice

and a s ecification. The code of racticedescribes recommended best ractice.

cold standby See gradual recovery .

commercial off the shelf +#8TS + ITIL Service Design ,re-e!isting a licationsoftware or middleware that can be

)rchased from a third arty.

com liance Ens)ring that a standard or set of g)idelines

is followed1 or that ro er1 consistentacco)nting or other ractices are beingem loyed.

com onent A general term that is )sed to mean one artof something more com le!. 3or e!am le1 acom )ter system may be a com onent of anIT service: an a lication may be acom onent of a release )nit. #om onentsthat need to be managed sho)ld beconfig)ration items.

com onent ca acity management +## + ITIL Continual Service Improvement +ITILService Design The s)b- rocess of ca acitymanagement res onsible for )nderstandingthe ca acity1 )tili7ation and erformance ofconfig)ration items. ?ata is collected1recorded and analysed for )se in the ca acity

lan. See also business capacity management :service capacity management .

com onent #I + ITIL Service Transition A config)ration itemthat is art of an assembly. 3or e!am le1 a#,= or memory #I may be art of a server#I.

com onent fail)re im act analysis +#3IA + ITIL Service Design A techni5)e that hel sto identify the im act of config)ration itemfail)re on IT services and the b)siness. Amatri! is created with IT services on one a!isand #Is on the other. This enables theidentification of critical #Is +that co)ld ca)sethe fail)re of m)lti le IT services and fragileIT services +that have m)lti le single oints offail)re .



20/93

Term Definition

com )ter tele hony integration +#TI + ITIL Service Operation #om )ter tele honyintegration is a general term covering any'ind of integration between com )ters andtele hone systems. It is most commonly )sedto refer to systems where an a licationdis lays detailed screens relating to incomingor o)tgoing tele hone calls. See also automaticcall distribution : interactive voice response .

conc)rrency A meas)re of the n)mber of )sers engagedin the same o eration at the same time.

confidentiality + ITIL Service Design A sec)rity rinci le that

re5)ires that data sho)ld only be accessedby a)thori7ed eo le.

config)ration + ITIL Service Transition A generic term )sedto describe a gro) of config)ration itemsthat wor' together to deliver an IT service1 ora recogni7able art of an IT service.#onfig)ration is also )sed to describe the

arameter settings for one or moreconfig)ration items.

config)ration baseline + ITIL Service Transition The baseline of aconfig)ration that has been formally agreedand is managed thro)gh the changemanagement rocess. A config)rationbaseline is )sed as a basis for f)t)re b)ilds1releases and changes.

config)ration control + ITIL Service Transition The activityres onsible for ens)ring that adding1modifying or removing a config)ration item is

ro erly managed F for e!am le1 bys)bmitting a re5)est for change or servicere5)est.

config)ration identification + ITIL Service Transition The activityres onsible for collecting information abo)tconfig)ration items and their relationshi s1and loading this information into theconfig)ration management database.#onfig)ration identification is alsores onsible for labelling the config)rationitems themselves1 so that the corres ondingconfig)ration records can be fo)nd.

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21/93

Term Definition

config)ration item +#I + ITIL Service Transition Any com onent orother service asset that needs to bemanaged in order to deliver an IT service.Information abo)t each config)ration item isrecorded in a config)ration record within theconfig)ration management system and ismaintained thro)gho)t its lifecycle by serviceasset and config)ration management.#onfig)ration items are )nder the control ofchange management. They ty ically incl)deIT services1 hardware1 software1 b)ildings1

eo le and formal doc)mentation s)ch asrocess doc)mentation and service level

agreements.

config)ration management See service asset and configuration management .

config)ration management database +# ?@ + ITIL Service Transition A database )sed tostore config)ration records thro)gho)t theirlifecycle. The config)ration managementsystem maintains one or more config)rationmanagement databases1 and each databasestores attrib)tes of config)ration items1 andrelationshi s with other config)ration items.

config)ration management system +# S + ITIL Service Transition A set of tools1 dataand information that is )sed to s) ortservice asset and config)ration management.The # S is art of an overall service'nowledge management system and incl)destools for collecting1 storing1 managing1) dating1 analysing and resenting dataabo)t all config)ration items and theirrelationshi s. The # S may also incl)deinformation abo)t incidents1 roblems1 'nownerrors1 changes and releases. The # S ismaintained by service asset andconfig)ration management and is )sed by allIT service management rocesses. See also configuration management database .

config)ration record + ITIL Service Transition A record containingthe details of a config)ration item. Eachconfig)ration record doc)ments the lifecycleof a single config)ration item. #onfig)rationrecords are stored in a config)rationmanagement database and maintained as

art of a config)ration management system.

config)ration str)ct)re + ITIL Service Transition The hierarchy andother relationshi s between all theconfig)ration items that com rise aconfig)ration.

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22/93

Term Definition

contin)al service im rovement +#SI + ITIL Continual Service Improvement Astage in the lifecycle of a service. #ontin)alservice im rovement ens)res that servicesare aligned with changing b)siness needs byidentifying and im lementing im rovementsto IT services that s) ort b)siness

rocesses. The erformance of the IT servicerovider is contin)ally meas)red and

im rovements are made to rocesses1 ITservices and IT infrastr)ct)re in order toincrease efficiency1 effectiveness and costeffectiveness. #ontin)al service im rovementincl)des the seven-ste im rovement

rocess. Altho)gh this rocess is associatedwith contin)al service im rovement1 mostrocesses have activities that ta'e lace

across m)lti le stages of the service lifecycle.See also $lan!%o!Check!Act .

contin)o)s availability + ITIL Service Design An a roach or designto achieve &%%H availability. A contin)o)slyavailable IT service has no lanned or)n lanned downtime.

contin)o)s o eration + ITIL Service Design An a roach or designto eliminate lanned downtime of an IT

service. Cote that individ)al config)rationitems may be down even tho)gh the ITservice is available.

contract A legally binding agreement between two ormore arties.

control A means of managing a ris'1 ens)ring that ab)siness ob6ective is achieved or that a

rocess is followed. E!am les of controlincl)de olicies1 roced)res1 roles1 AI?1door loc's etc. A control is sometimes calleda co)ntermeas)re or safeg)ard. #ontrol alsomeans to manage the )tili7ation or behavio)rof a config)ration item1 system or IT service.

#ontrol 8@6ectives for Information andrelated Technology

See CO&I' .

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23/93

Term Definition

control ers ective + ITIL Service Strategy An a roach to themanagement of IT services1 rocesses1f)nctions1 assets etc. There can be severaldifferent control ers ectives on the same ITservice1 rocess etc.1 allowing differentindivid)als or teams to foc)s on what isim ortant and relevant to their s ecific role.E!am les of control ers ective incl)dereactive and roactive management within ITo erations1 or a lifecycle view for ana lication ro6ect team.

control rocesses The IS8/IE# $%%%% rocess gro) that

incl)des change management andconfig)ration management.

core service + ITIL Service Strategy A service that deliversthe basic o)tcomes desired by one or morec)stomers. A core service rovides a s ecificlevel of )tility and warranty. #)stomers maybe offered a choice of )tility and warrantythro)gh one or more service o tions. See also enabling service : enhancing service : I' service :service package .

cost The amo)nt of money s ent on a s ecificactivity1 IT service or b)siness )nit. #ostsconsist of real cost +money 1 notional cost+s)ch as eo le


24/93

Term Definition

cost management + ITIL Service Strategy A general term that is)sed to refer to b)dgeting and acco)nting1and is sometimes )sed as a synonym forfinancial management.

cost model + ITIL Service Strategy A framewor' )sed inb)dgeting and acco)nting in which all 'nowncosts can be recorded1 categori7ed andallocated to s ecific c)stomers1 b)siness)nits or ro6ects. See also cost type : costelement : cost unit .

cost ty e + ITIL Service Strategy The highest level of

category to which costs are assigned inb)dgeting and acco)nting F for e!am le1hardware1 software1 eo le1 accommodation1e!ternal and transfer. See also cost element :cost unit .

cost )nit + ITIL Service Strategy The lowest level ofcategory to which costs are assigned1 cost)nits are )s)ally things that can be easilyco)nted +e.g. staff n)mbers1 softwarelicences or things easily meas)red +e.g.#,= )sage1 electricity cons)med . #ost )nitsare incl)ded within cost elements. 3ore!am le1 a cost element of e! enses< co)ldincl)de cost )nits of hotels1 trans ort1 mealsetc. See also cost type .

cost effectiveness A meas)re of the balance between theeffectiveness and cost of a service1 rocessor activity. A cost-effective rocess is onethat achieves its ob6ectives at minim)m cost.See also key performance indicator : return oninvestment : value for money .

co)ntermeas)re #an be )sed to refer to any ty e of control.The term is most often )sed when referring tomeas)res that increase resilience1 fa)lttolerance or reliability of an IT service.

co)rse corrections #hanges made to a lan or activity that hasalready started to ens)re that it will meet itsob6ectives. #o)rse corrections are made as ares)lt of monitoring rogress.

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25/93

Term Definition

crisis management #risis management is the rocessres onsible for managing the widerim lications of b)siness contin)ity. A crisismanagement team is res onsible for strategiciss)es s)ch as managing media relations andshareholder confidence1 and decides when toinvo'e b)siness contin)ity lans.

critical s)ccess factor +#S3 Something that m)st ha en if an IT service1rocess1 lan1 ro6ect or other activity is to

s)cceed. Bey erformance indicators are)sed to meas)re the achievement of eachcritical s)ccess factor. 3or e!am le1 a critical

s)ccess factor of rotect IT services whenma'ing changes< co)ld be meas)red by 'eyerformance indicators s)ch as ercentage

red)ction of )ns)ccessf)l changes


26/93

Term Definition

c)stomer ortfolio + ITIL Service Strategy A database orstr)ct)red doc)ment )sed to record allc)stomers of the IT service rovider. Thec)stomer ortfolio is the b)siness relationshimanager


27/93

Term Definition

deliverable Something that m)st be rovided to meet acommitment in a service level agreement or acontract. It is also )sed in a more informalway to mean a lanned o)t )t of any

rocess.

demand management + ITIL Service Design +ITIL Service Strategy The rocess res onsible for )nderstanding1antici ating and infl)encing c)stomerdemand for services. ?emand managementwor's with ca acity management to ens)rethat the service rovider has s)fficientca acity to meet the re5)ired demand. At a

strategic level1 demand management caninvolve analysis of atterns of b)sinessactivity and )ser rofiles1 while at a tacticallevel1 it can involve the )se of differentialcharging to enco)rage c)stomers to )se ITservices at less b)sy times1 or re5)ire short-term activities to res ond to )ne! ecteddemand or the fail)re of a config)ration item.

?eming #ycle See $lan!%o!Check!Act .

de endency The direct or indirect reliance of one rocessor activity on another.

de loyment + ITIL Service Transition The activityres onsible for movement of new or changedhardware1 software1 doc)mentation1 rocessetc. to the live environment. ?e loyment is

art of the release and de loymentmanagement rocess.

de reciation + ITIL Service Strategy A meas)re of thered)ction in val)e of an asset over its life.This is based on wearing o)t1 cons)m tion orother red)ction in the )sef)l economic val)e.

design + ITIL Service Design An activity or rocessthat identifies re5)irements and then definesa sol)tion that is able to meet thesere5)irements. See also service design .

design coordination + ITIL Service Design The rocessres onsible for coordinating all service designactivities1 rocesses and reso)rces. ?esigncoordination ens)res the consistent andeffective design of new or changed ITservices1 service management informationsystems1 architect)res1 technology1

rocesses1 information and metrics.

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28/93

Term Definition

detection + ITIL Service Operation A stage in thee! anded incident lifecycle. ?etection res)ltsin the incident becoming 'nown to the service

rovider. ?etection can be a)tomatic or theres)lt of a )ser logging an incident.

develo ment + ITIL Service Design The rocessres onsible for creating or modifying an ITservice or a lication ready for s)bse5)entrelease and de loyment. ?evelo ment is also)sed to mean the role or f)nction that carrieso)t develo ment wor'. This rocess is notdescribed in detail within the core ITIL

)blications.

develo ment environment + ITIL Service Design An environment )sed tocreate or modify IT services or a lications.?evelo ment environments are not ty icallys)b6ected to the same degree of control astest or live environments. See also development .

diagnosis + ITIL Service Operation A stage in theincident and roblem lifecycles. The )r oseof diagnosis is to identify a wor'aro)nd for anincident or the root ca)se of a roblem.

diagnostic scri t + ITIL Service Operation A str)ct)red set of5)estions )sed by service des' staff toens)re they as' the correct 5)estions1 and tohel them classify1 resolve and assignincidents. ?iagnostic scri ts may also bemade available to )sers to hel themdiagnose and resolve their own incidents.

differential charging A techni5)e )sed to s) ort demandmanagement by charging different amo)ntsfor the same f)nction of an IT service )nderdifferent circ)mstances. 3or e!am le1red)ced charges o)tside ea' times1 orincreased charges for )sers who e!ceed abandwidth allocation.

direct cost + ITIL Service Strategy The cost of rovidingan IT service which can be allocated in f)ll toa s ecific c)stomer1 cost centre1 ro6ect etc.3or e!am le1 the cost of roviding non-shared servers or software licences. See also indirect cost .

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29/93

Term Definition

directory service + ITIL Service Operation An a lication thatmanages information abo)t IT infrastr)ct)reavailable on a networ'1 and corres onding)ser access rights.

doc)ment Information in readable form. A doc)mentmay be a er or electronic F for e!am le1 a

olicy statement1 service level agreement1incident record or diagram of a com )terroom layo)t. See also record .

downtime + ITIL Service Design +ITIL ServiceOperation The time when an IT service or

other config)ration item is not availabled)ring its agreed service time. The availabilityof an IT service is often calc)lated fromagreed service time and downtime.

driver Something that infl)ences strategy1ob6ectives or re5)irements F for e!am le1new legislation or the actions of com etitors.

early life s) ort +ELS + ITIL Service Transition A stage in theservice lifecycle that occ)rs at the end ofde loyment and before the service is f)llyacce ted into o eration. ?)ring early lifes) ort1 the service rovider reviews 'ey

erformance indicators1 service levels andmonitoring thresholds and may im lementim rovements to ens)re that service targetscan be met. The service rovider may also

rovide additional reso)rces for incident androblem management d)ring this time.

economies of scale + ITIL Service Strategy The red)ction inaverage cost that is ossible from increasingthe )sage of an IT service or asset. See also economies of scope .

economies of sco e + ITIL Service Strategy The red)ction in costthat is allocated to an IT service by )sing ane!isting asset for an additional )r ose. 3ore!am le1 delivering a new IT service from ane!isting IT infrastr)ct)re. See also economies ofscale .

effectiveness + ITIL Continual Service Improvement Ameas)re of whether the ob6ectives of a

rocess1 service or activity have beenachieved. An effective rocess or activity isone that achieves its agreed ob6ectives. Seealso

key performance indicator .

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30/93

Term Definition

efficiency + ITIL Continual Service Improvement Ameas)re of whether the right amo)nt ofreso)rce has been )sed to deliver a rocess1service or activity. An efficient rocessachieves its ob6ectives with the minim)mamo)nt of time1 money1 eo le or otherreso)rces. See also key performance indicator .

emergency change + ITIL Service Transition A change that m)stbe introd)ced as soon as ossible F fore!am le1 to resolve a ma6or incident orim lement a sec)rity atch. The changemanagement rocess will normally have a

s ecific roced)re for handling emergencychanges. See also emergency change advisory board .

emergency change advisory board +E#A@ + ITIL Service Transition A s)bgro) of thechange advisory board that ma'es decisionsabo)t emergency changes. embershi maybe decided at the time a meeting is called1and de ends on the nat)re of the emergencychange.

enabling service + ITIL Service Strategy A service that isneeded in order to deliver a core service.Enabling services may or may not be visibleto the c)stomer1 b)t they are not offered toc)stomers in their own right. See also enhancing service .

enhancing service + ITIL Service Strategy A service that isadded to a core service to ma'e it moreattractive to the c)stomer. Enhancingservices are not essential to the delivery of acore service b)t are )sed to enco)ragec)stomers to )se the core services or todifferentiate the service rovider from itscom etitors. See also enabling service :excitement factor .

enter rise financial management + ITIL Service Strategy The f)nction androcesses res onsible for managing the

overall organi7ation


31/93

Term Definition

environment + ITIL Service Transition A s)bset of the ITinfrastr)ct)re that is )sed for a artic)lar)r ose F for e!am le1 live environment1 test

environment1 b)ild environment. Also )sed inthe term hysical environment< to mean theaccommodation1 air conditioning1 owersystem etc. Environment is )sed as a genericterm to mean the e!ternal conditions thatinfl)ence or affect something.

error +ITIL Service Operation A design flaw ormalf)nction that ca)ses a fail)re of one ormore IT services or other config)ration items.

A mista'e made by a erson or a fa)ltyrocess that im acts a config)ration item isalso an error.

escalation + ITIL Service Operation An activity thatobtains additional reso)rces when these areneeded to meet service level targets orc)stomer e! ectations. Escalation may beneeded within any IT service management

rocess1 b)t is most commonly associatedwith incident management1 roblemmanagement and the management ofc)stomer com laints. There are two ty es of

escalation4 f)nctional escalation andhierarchic escalation.

eSo)rcing #a ability odel for #lient8rgani7ations +eS# -#L

+ITIL Service Strategy A framewor' to helorgani7ations in their analysis and decision-ma'ing on service so)rcing models andstrategies. It was develo ed by #arnegie

ellon =niversity in the =S. See also e ourcingCapability (odel for ervice $roviders .

eSo)rcing #a ability odel for Service,roviders +eS# -S,

+ITIL Service Strategy A framewor' to helIT service roviders develo their IT servicemanagement ca abilities from a serviceso)rcing ers ective. It was develo ed by#arnegie ellon =niversity in the =S. Seealso e ourcing Capability (odel for ClientOrganizations .

estimation The )se of e! erience to rovide ana ro!imate val)e for a metric or cost.Estimation is also )sed in ca acity andavailability management as the chea est andleast acc)rate modelling method.

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Term Definition

event + ITIL Service Operation A change of statethat has significance for the management ofan IT service or other config)ration item. Theterm is also )sed to mean an alert ornotification created by any IT service1config)ration item or monitoring tool. Eventsty ically re5)ire IT o erations ersonnel tota'e actions1 and often lead to incidentsbeing logged.

event management + ITIL Service Operation The rocessres onsible for managing events thro)gho)ttheir lifecycle. Event management is one of

the main activities of IT o erations.

e!ce tion re ort A doc)ment containing details of one or more'ey erformance indicators or other im ortanttargets that have e!ceeded definedthresholds. E!am les incl)de service levelagreement targets being missed or abo)t tobe missed1 and a erformance metricindicating a otential ca acity roblem.

e!citement attrib)te See excitement factor .

e!citement factor + ITIL Service Strategy An attrib)te added tosomething to ma'e it more attractive or moree!citing to the c)stomer. 3or e!am le1 aresta)rant may rovide a free drin' withevery meal. See also enhancing service .

e! anded incident lifecycle + ITIL Continual Service Improvement +ITILService Design ?etailed stages in thelifecycle of an incident. The stages aredetection1 diagnosis1 re air1 recovery andrestoration. The e! anded incident lifecycle is)sed to hel )nderstand all contrib)tions tothe im act of incidents and to lan for howthese co)ld be controlled or red)ced.

e!ternal c)stomer A c)stomer who wor's for a differentb)siness from the IT service rovider. Seealso external service provider : internal customer .

e!ternal metric A metric that is )sed to meas)re the deliveryof IT service to a c)stomer. E!ternal metricsare )s)ally defined in service levelagreements and re orted to c)stomers. Seealso internal metric .

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33/93

Term Definition

e!ternal service rovider + ITIL Service Strategy An IT service roviderthat is art of a different organi7ation from itsc)stomer. An IT service rovider may haveboth internal and e!ternal c)stomers. See alsooutsourcing : 'ype III service provider .

facilities management + ITIL Service Operation The f)nctionres onsible for managing the hysicalenvironment where the IT infrastr)ct)re islocated. 3acilities management incl)des allas ects of managing the hysicalenvironment F for e!am le1 ower andcooling1 b)ilding access management1 and

environmental monitoring.

fail)re + ITIL Service Operation Loss of ability too erate to s ecification1 or to deliver there5)ired o)t )t. The term may be )sed whenreferring to IT services1 rocesses1 activities1config)ration items etc. A fail)re often ca)sesan incident.

fast recovery + ITIL Service Design A recovery o tion thatis also 'nown as hot standby. 3ast recoverynormally )ses a dedicated fi!ed facility withcom )ter systems and software config)redready to r)n the IT services. 3ast recoveryty ically ta'es ) to $; ho)rs b)t may be5)ic'er if there is no need to restore datafrom bac') s.

fa)lt See error .

fa)lt tolerance + ITIL Service Design The ability of an ITservice or other config)ration item to contin)eto o erate correctly after fail)re of acom onent art. See also countermeasure :resilience .

fa)lt tree analysis +3TA + ITIL Continual Service Improvement +ITILService Design A techni5)e that can be)sed to determine a chain of events that hasca)sed an incident1 or may ca)se an incidentin the f)t)re. 3a)lt tree analysis re resents achain of events )sing @oolean notation in adiagram.



34/93

Term Definition

financial management + ITIL Service Strategy A generic term )sedto describe the f)nction and rocessesres onsible for managing an organi7ation


35/93

Term Definition

fi!ed asset + ITIL Service Transition A tangible b)sinessasset that has a long-term )sef)l life +fore!am le1 a b)ilding1 a iece of land1 a serveror a software licence . See also service asset :configuration item .

fi!ed asset management + ITIL Service Transition The rocessres onsible for trac'ing and re orting theval)e and ownershi of fi!ed assetsthro)gho)t their lifecycle. 3i!ed assetmanagement maintains the asset registerand is )s)ally carried o)t by the overallb)siness1 rather than by the IT organi7ation.

3i!ed asset management is sometimes calledfinancial asset management and is notdescribed in detail within the core ITIL

)blications.

fi!ed cost + ITIL Service Strategy A cost that does notvary with IT service )sage F for e!am le1 thecost of server hardware. See also variable cost .

fi!ed facility + ITIL Service Design A ermanent b)ilding1available for )se when needed by an ITservice contin)ity lan. See also portablefacility : recovery option .

follow the s)n + ITIL Service Operation A methodology for)sing service des's and s) ort gro) saro)nd the world to rovide seamless $;/0service. #alls1 incidents1 roblems andservice re5)ests are assed between gro) sin different time 7ones.

f)lfilment ,erforming activities to meet a need orre5)irement F for e!am le1 by roviding anew IT service1 or meeting a service re5)est.

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Term Definition

f)nction A team or gro) of eo le and the tools orother reso)rces they )se to carry o)t one ormore rocesses or activities F for e!am le1the service des'. The term also has two othermeanings4

l An intended )r ose of aconfig)ration item1 erson1team1 rocess or IT service.3or e!am le1 one f)nction ofan email service may be tostore and forward o)tgoingmails1 while the f)nction of a

b)siness rocess may be todes atch goods toc)stomers.

l To erform the intended)r ose correctly1 as in The

com )ter is f)nctioning.0


58/93

Term Definition

5)ality The ability of a rod)ct1 service or rocess torovide the intended val)e. 3or e!am le1 ahardware com onent can be considered tobe of high 5)ality if it erforms as e! ectedand delivers the re5)ired reliability. ,rocess5)ality also re5)ires an ability to monitoreffectiveness and efficiency1 and to im rovethem if necessary. See also "uality managementsystem .

5)ality ass)rance + A + ITIL Service Transition The rocessres onsible for ens)ring that the 5)ality of aservice1 rocess or other service asset will

rovide its intended val)e. )ality ass)ranceis also )sed to refer to a f)nction or team thaterforms 5)ality ass)rance. This rocess is

not described in detail within the core ITIL)blications. See also service validation and

testing .

5)ality management system + S + ITIL Continual Service Improvement Theframewor' of olicy1 rocesses1 f)nctions1standards1 g)idelines and tools that ens)resan organi7ation is of a s)itable 5)ality toreliably meet b)siness ob6ectives or servicelevels. See also I O )*** .

5)ic' win + ITIL Continual Service Improvement Anim rovement activity that is e! ected to

rovide a ret)rn on investment in a shorteriod of time with relatively small cost and

effort. See also $areto principle .

A#I + ITIL Service Design A model )sed to heldefine roles and res onsibilities. A#I standsfor res onsible1 acco)ntable1 cons)lted andinformed.

reactive monitoring + ITIL Service Operation onitoring that ta'eslace in res onse to an event. 3or e!am le1

s)bmitting a batch 6ob when the revio)s 6obcom letes1 or logging an incident when anerror occ)rs. See also proactive monitoring .

real charging + ITIL Service Strategy A charging olicywhere act)al money is transferred from thec)stomer to the IT service rovider in

ayment for the delivery of IT services. Seealso notional charging .

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59/93

Term Definition

reci rocal arrangement + ITIL Service Design A recovery o tion. Anagreement between two organi7ations toshare reso)rces in an emergency F fore!am le1 high-s eed rinting facilities orcom )ter room s ace.

record A doc)ment containing the res)lts or othero)t )t from a rocess or activity. ecords areevidence of the fact that an activity too' laceand may be a er or electronic F fore!am le1 an a)dit re ort1 an incident recordor the min)tes of a meeting.

recovery + ITIL Service Design +ITIL ServiceOperation et)rning a config)ration item oran IT service to a wor'ing state. ecovery ofan IT service often incl)des recovering datato a 'nown consistent state. After recovery1f)rther ste s may be needed before the ITservice can be made available to the )sers+restoration .

recovery o tion + ITIL Service Design A strategy forres onding to an interr) tion to service.#ommonly )sed strategies are man)alwor'aro)nd1 reci rocal arrangement1 grad)alrecovery1 intermediate recovery1 fastrecovery1 and immediate recovery. ecoveryo tions may ma'e )se of dedicated facilitiesor third- arty facilities shared by m)lti leb)sinesses.

recovery oint ob6ective + ,8 + ITIL Service Design +ITIL ServiceOperation The ma!im)m amo)nt of data thatmay be lost when service is restored after aninterr) tion. The recovery oint ob6ective ise! ressed as a length of time before thefail)re. 3or e!am le1 a recovery ointob6ective of one day may be s) orted bydaily bac') s1 and ) to $; ho)rs of datamay be lost. ecovery oint ob6ectives foreach IT service sho)ld be negotiated1 agreedand doc)mented1 and )sed as re5)irementsfor service design and IT service contin)ity

lans.

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Term Definition

recovery time ob6ective + T8 + ITIL Service Design +ITIL ServiceOperation The ma!im)m time allowed forthe recovery of an IT service following aninterr) tion. The service level to be rovidedmay be less than normal service leveltargets. ecovery time ob6ectives for each ITservice sho)ld be negotiated1 agreed anddoc)mented. See also business impact analysis .

red)ndancy + ITIL Service Design =se of one or moreadditional config)ration items to rovide fa)lttolerance. The term also has a genericmeaning of obsolescence1 or no longer

needed.

relationshi A connection or interaction between twoeo le or things. In b)siness relationshi

management1 it is the interaction between theIT service rovider and the b)siness. Inservice asset and config)ration management1it is a lin' between two config)ration itemsthat identifies a de endency or connectionbetween them. 3or e!am le1 a licationsmay be lin'ed to the servers they r)n on1 andIT services have many lin's to all theconfig)ration items that contrib)te to that IT

service.

relationshi rocesses The IS8/IE# $%%%% rocess gro) thatincl)des b)siness relationshi managementand s) lier management.

release + ITIL Service Transition 8ne or morechanges to an IT service that are b)ilt1 testedand de loyed together. A single release mayincl)de changes to hardware1 software1doc)mentation1 rocesses and othercom onents.

release and de loyment management + ITIL Service Transition The rocessres onsible for lanning1 sched)ling andcontrolling the b)ild1 test and de loyment ofreleases1 and for delivering new f)nctionalityre5)ired by the b)siness while rotecting theintegrity of e!isting services.

release identification + ITIL Service Transition A namingconvention )sed to )ni5)ely identify arelease. The release identification ty icallyincl)des a reference to the config)ration itemand a version n)mber F for e!am le1

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Term Definition

release management See release and deployment management .

release ac'age + ITIL Service Transition A set ofconfig)ration items that will be b)ilt1 testedand de loyed together as a single release.Each release ac'age will )s)ally incl)deone or more release )nits.

release record + ITIL Service Transition A record that definesthe content of a release. A release record hasrelationshi s with all config)ration items thatare affected by the release. elease recordsmay be in the config)ration management

system or elsewhere in the service'nowledge management system.

release )nit + ITIL Service Transition #om onents of anIT service that are normally releasedtogether. A release )nit ty ically incl)dess)fficient com onents to erform a )sef)lf)nction. 3or e!am le1 one release )nit co)ldbe a des'to ,#1 incl)ding hardware1software1 licences1 doc)mentation etc. Adifferent release )nit may be the com lete

ayroll a lication1 incl)ding IT o erationsroced)res and )ser training.

release window See change window .

reliability +ITIL Continual Service Improvement +ITILService Design A meas)re of how long an ITservice or other config)ration item can

erform its agreed f)nction witho)tinterr) tion. =s)ally meas)red as T@3 or

T@SI. The term can also be )sed to statehow li'ely it is that a rocess1 f)nction etc.will deliver its re5)ired o)t )ts. See also availability .

remediation + ITIL Service Transition Actions ta'en torecover after a failed change or release.

emediation may incl)de bac'-o)t1invocation of service contin)ity lans1 or otheractions designed to enable the b)siness

rocess to contin)e.

re air +ITIL Service Operation The re lacement orcorrection of a failed config)ration item.



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Term Definition

re5)est for change + 3# + ITIL Service Transition A formal ro osal fora change to be made. It incl)des details ofthe ro osed change1 and may be recordedon a er or electronically. The term is oftenmis)sed to mean a change record1 or thechange itself.

re5)est f)lfilment + ITIL Service Operation The rocessres onsible for managing the lifecycle of allservice re5)ests.

re5)est model + ITIL Service Operation A re eatable way ofdealing with a artic)lar category of service

re5)est. A re5)est model defines s ecificagreed ste s that will be followed for aservice re5)est of this category. e5)estmodels may be very sim le1 with nore5)irement for a)thori7ation +e.g. asswordreset 1 or may be more com le! with manyste s that re5)ire a)thori7ation +e.g.

rovision of an e!isting IT service . See also re"uest fulfilment .

re5)irement + ITIL Service Design A formal statement ofwhat is needed F for e!am le1 a service levelre5)irement1 a ro6ect re5)irement or there5)ired deliverables for a rocess. See also statement of re"uirements .

resilience + ITIL Service Design The ability of an ITservice or other config)ration item to resistfail)re or to recover in a timely mannerfollowing a fail)re. 3or e!am le1 an armo)redcable will resist fail)re when )t )nder stress.See also fault tolerance .

resol)tion + ITIL Service Operation Action ta'en tore air the root ca)se of an incident or

roblem1 or to im lement a wor'aro)nd. InIS8/IE# $%%%%1 resol)tion rocesses is the

rocess gro) that incl)des incident androblem management.

resol)tion rocesses The IS8/IE# $%%%% rocess gro) thatincl)des incident and roblem management.

reso)rce + ITIL Service Strategy A generic term thatincl)des IT infrastr)ct)re1 eo le1 money oranything else that might hel to deliver an ITservice. eso)rces are considered to beassets of an organi7ation. See also capability :

service asset .

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Term Definition

res onse time A meas)re of the time ta'en to com lete ano eration or transaction. =sed in ca acitymanagement as a meas)re of ITinfrastr)ct)re erformance1 and in incidentmanagement as a meas)re of the time ta'ento answer the hone1 or to start diagnosis.

res onsiveness A meas)rement of the time ta'en to res ondto something. This co)ld be res onse time ofa transaction1 or the s eed with which an ITservice rovider res onds to an incident orre5)est for change etc.

restoration of service See restore .

restore + ITIL Service Operation Ta'ing action toret)rn an IT service to the )sers after re airand recovery from an incident. This is the

rimary ob6ective of incident management.

retire +ITIL Service Transition ,ermanent removalof an IT service1 or other config)ration item1from the live environment. @eing retired is astage in the lifecycle of many config)rationitems.

ret)rn on assets + 8A + ITIL Service Strategy A meas)rement of therofitability of a b)siness )nit or organi7ation.et)rn on assets is calc)lated by dividing the

ann)al net income by the total val)e ofassets. See also return on investment .

ret)rn on investment + 8I + ITIL Continual Service Improvement +ITILService Strategy A meas)rement of thee! ected benefit of an investment. In thesim lest sense1 it is the net rofit of aninvestment divided by the net worth of theassets invested. See also net present value :value on investment .

ret)rn to normal + ITIL Service Design The hase of an ITservice contin)ity lan d)ring which f)llnormal o erations are res)med. 3ore!am le1 if an alternative data centre hasbeen in )se1 then this hase will bring the

rimary data centre bac' into o eration1 andrestore the ability to invo'e IT servicecontin)ity lans again.



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Term Definition

review An eval)ation of a change1 roblem1 rocess1ro6ect etc. eviews are ty ically carried o)tat redefined oints in the lifecycle1 andes ecially after clos)re. The )r ose of areview is to ens)re that all deliverables havebeen rovided1 and to identify o ort)nitiesfor im rovement. See also change evaluation :

post!implementation review .

rights +ITIL Service Operation Entitlements1 orermissions1 granted to a )ser or role F for

e!am le1 the right to modify artic)lar data1or to a)thori7e a change.

ris' A ossible event that co)ld ca)se harm orloss1 or affect the ability to achieveob6ectives. A ris' is meas)red by the

robability of a threat1 the v)lnerability of theasset to that threat1 and the im act it wo)ldhave if it occ)rred. is' can also be definedas )ncertainty of o)tcome1 and can be )sedin the conte!t of meas)ring the robability of

ositive o)tcomes as well as negativeo)tcomes.

ris' assessment The initial ste s of ris' management4analysing the val)e of assets to the b)siness1identifying threats to those assets1 andeval)ating how v)lnerable each asset is tothose threats. is' assessment can be5)antitative +based on n)merical data or5)alitative.

ris' management The rocess res onsible for identifying1assessing and controlling ris's. is'management is also sometimes )sed to referto the second art of the overall rocess afterris's have been identified and assessed1 asin ris' assessment and management


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Term Definition

root ca)se + ITIL Service Operation The )nderlying ororiginal ca)se of an incident or roblem.

root ca)se analysis + #A + ITIL Service Operation An activity thatidentifies the root ca)se of an incident or

roblem. oot ca)se analysis ty icallyconcentrates on IT infrastr)ct)re fail)res. Seealso service failure analysis .

r)nning costs See operational costs .

Sarbanes-8!ley +S8 =S law that reg)lates financial ractice andcor orate governance.

scalability The ability of an IT service1 rocess1config)ration item etc. to erform its agreedf)nction when the wor'load or sco echanges.

sco e The bo)ndary or e!tent to which a rocess1roced)re1 certification1 contract etc. a lies.

3or e!am le1 the sco e of changemanagement may incl)de all live IT servicesand related config)ration items: the sco e ofan IS8/IE# $%%%% certificate may incl)de allIT services delivered o)t of a named datacentre.

second-line s) ort + ITIL Service Operation The second level ina hierarchy of s) ort gro) s involved in theresol)tion of incidents and investigation of

roblems. Each level contains more s ecialists'ills1 or has more time or other reso)rces.

sec)rity See information security management .

sec)rity management See information security management .

sec)rity management information system+S IS +ITIL Service Design A set of tools1 data andinformation that is )sed to s) ortinformation sec)rity management. Thesec)rity management information system is

art of the information sec)rity managementsystem. See also service knowledge managementsystem .

sec)rity olicy See information security policy .

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Term Definition

se aration of concerns +So# An a roach to designing a sol)tion or ITservice that divides the roblem into iecesthat can be solved inde endently. Thisa roach se arates what is to be done fromhow it is to be done.

server + ITIL Service Operation A com )ter that isconnected to a networ' and rovidessoftware f)nctions that are )sed by othercom )ters.

service A means of delivering val)e to c)stomers byfacilitating o)tcomes c)stomers want to

achieve witho)t the ownershi of s ecificcosts and ris's. The term service< issometimes )sed as a synonym for coreservice1 IT service or service ac'age. Seealso utility : warranty .

service acce tance criteria +SA# + ITIL Service Transition A set of criteria )sedto ens)re that an IT service meets itsf)nctionality and 5)ality re5)irements andthat the IT service rovider is ready too erate the new IT service when it has beende loyed. See also acceptance .

service analytics + ITIL Service Strategy A techni5)e )sed inthe assessment of the b)siness im act ofincidents. Service analytics models thede endencies between config)ration items1and the de endencies of IT services onconfig)ration items.

service asset Any reso)rce or ca ability of a servicerovider. See also asset .

service asset and config)ration management+SA#

+ITIL Service Transition The rocessres onsible for ens)ring that the assetsre5)ired to deliver services are ro erlycontrolled1 and that acc)rate and reliableinformation abo)t those assets is availablewhen and where it is needed. Thisinformation incl)des details of how the assetshave been config)red and the relationshi sbetween assets. See also configurationmanagement system .



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Term Definition

service ca acity management +S# + ITIL Continual Service Improvement +ITILService Design The s)b- rocess of ca acitymanagement res onsible for )nderstandingthe erformance and ca acity of IT services.Information on the reso)rces )sed by each ITservice and the attern of )sage over timeare collected1 recorded and analysed for )sein the ca acity lan. See also business capacitymanagement : component capacity management .

service catalog)e + ITIL Service Design +ITIL Service Strategy A database or str)ct)red doc)ment withinformation abo)t all live IT services1

incl)ding those available for de loyment. Theservice catalog)e is art of the serviceortfolio and contains information abo)t two

ty es of IT service4 c)stomer-facing servicesthat are visible to the b)siness: ands) orting services re5)ired by the service

rovider to deliver c)stomer-facing services.See also customer agreement portfolio : servicecatalogue management .

service catalog)e management + ITIL Service Design The rocessres onsible for roviding and maintaining theservice catalog)e and for ens)ring that it is

available to those who are a)thori7ed toaccess it.

service change See change .

service charter + ITIL Service Design +ITIL Service Strategy A doc)ment that contains details of a new orchanged service. Cew service introd)ctionsand significant service changes aredoc)mented in a charter and a)thori7ed byservice ortfolio management. Servicecharters are assed to the service designlifecycle stage where a new or modifiedservice design ac'age will be created. Theterm charter is also )sed to describe the actof a)thori7ing the wor' re5)ired by eachstage of the service lifecycle with res ect tothe new or changed service. See also change

proposal : service portfolio : service catalogue .

service contin)ity management See I' service continuity management .



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Term Definition

service contract + ITIL Service Strategy A contract to deliverone or more IT services. The term is also)sed to mean any agreement to deliver ITservices1 whether this is a legal contract or aservice level agreement. See also customeragreement portfolio .

service c)lt)re A c)stomer-oriented c)lt)re. The ma6orob6ectives of a service c)lt)re are c)stomersatisfaction and hel ing c)stomers to achievetheir b)siness ob6ectives.

service design + ITIL Service Design A stage in the lifecycle

of a service. Service design incl)des thedesign of the services1 governing ractices1rocesses and olicies re5)ired to reali7e the

service rovider


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Term Definition

service ho)rs + ITIL Service Design An agreed time eriodwhen a artic)lar IT service sho)ld beavailable. 3or e!am le1 ondayF3riday%D4%% to &04%% e!ce t )blic holidays


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Term Definition

service level ac'age +SL, See service option .

service level re5)irement +SL + ITIL Continual Service Improvement +ITILService Design A c)stomer re5)irement foran as ect of an IT service. Service levelre5)irements are based on b)sinessob6ectives and )sed to negotiate agreedservice level targets.

service level target + ITIL Continual Service Improvement +ITILService Design A commitment that isdoc)mented in a service level agreement.Service level targets are based on service

level re5)irements1 and are needed to ens)rethat the IT service is able to meet b)sinessob6ectives. They sho)ld be S A T1 and are)s)ally based on 'ey erformance indicators.

service lifecycle An a roach to IT service management thatem hasi7es the im ortance of coordinationand control across the vario)s f)nctions1

rocesses and systems necessary tomanage the f)ll lifecycle of IT services. Theservice lifecycle a roach considers thestrategy1 design1 transition1 o eration andcontin)al im rovement of IT services. Also'nown as service management lifecycle.

service maintenance ob6ective +S 8 + ITIL Service Operation The e! ected timethat a config)ration item will be )navailabled)e to lanned maintenance activity.

service management A set of s eciali7ed organi7ationalca abilities for roviding val)e to c)stomersin the form of services.

service management lifecycle See service lifecycle .

service manager A generic term for any manager within theservice rovider. ost commonly )sed torefer to a b)siness relationshi manager1 a

rocess manager or a senior manager withres onsibility for IT services overall.

service model + ITIL Service Strategy A model that showshow service assets interact with c)stomerassets to create val)e. Service modelsdescribe the str)ct)re of a service +how theconfig)ration items fit together and thedynamics of the service +activities1 flow ofreso)rces and interactions . A service model

can be )sed as a tem late or bl)e rint form)lti le services.

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Term Definition

service o eration + ITIL Service Operation A stage in thelifecycle of a service. Service o erationcoordinates and carries o)t the activities and

rocesses re5)ired to deliver and manageservices at agreed levels to b)siness )sersand c)stomers. Service o eration alsomanages the technology that is )sed todeliver and s) ort services. Serviceo eration incl)des the following rocesses4event management1 incident management1re5)est f)lfilment1 roblem management1 andaccess management. Service o eration alsoincl)des the following f)nctions4 service des'1

technical management1 IT o erationsmanagement1 and a lication management. Altho)gh these rocesses and f)nctions areassociated with service o eration1 most

rocesses and f)nctions have activities thatta'e lace across m)lti le stages of theservice lifecycle. See also operation .

service o tion + ITIL Service Design +ITIL Service Strategy A choice of )tility and warranty offered toc)stomers by a core service or service

ac'age. Service o tions are sometimesreferred to as service level ac'ages.

service owner + ITIL Service Strategy A role res onsible formanaging one or more services thro)gho)ttheir entire lifecycle. Service owners areinstr)mental in the develo ment of servicestrategy and are res onsible for the contentof the service ortfolio. See also businessrelationship management .

service ac'age + ITIL Service Strategy Two or more servicesthat have been combined to offer a sol)tionto a s ecific ty e of c)stomer need or to)nder in s ecific b)siness o)tcomes. Aservice ac'age can consist of a combinationof core services1 enabling services andenhancing services. A service ac'age

rovides a s ecific level of )tility andwarranty. #)stomers may be offered a choiceof )tility and warranty thro)gh one or moreservice o tions. See also I' service .

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Term Definition

service i eline + ITIL Service Strategy A database orstr)ct)red doc)ment listing all IT servicesthat are )nder consideration or develo ment1b)t are not yet available to c)stomers. Theservice i eline rovides a b)siness view of

ossible f)t)re IT services and is art of theservice ortfolio that is not normally )blishedto c)stomers.

service ortfolio + ITIL Service Strategy The com lete set ofservices that is managed by a service

rovider. The service ortfolio is )sed tomanage the entire lifecycle of all services1

and incl)des three categories4 servicei eline + ro osed or in develo ment 1service catalog)e +live or available forde loyment 1 and retired services. See also customer agreement portfolio : service portfoliomanagement .

service ortfolio management +S, + ITIL Service Strategy The rocessres onsible for managing the service

ortfolio. Service ortfolio managementens)res that the service rovider has theright mi! of services to meet re5)iredb)siness o)tcomes at an a ro riate level of

investment. Service ortfolio managementconsiders services in terms of the b)sinessval)e that they rovide.

service otential + ITIL Service Strategy The total ossibleval)e of the overall ca abilities and reso)rcesof the IT service rovider.

service rovider + ITIL Service Strategy An organi7ations) lying services to one or more internalc)stomers or e!ternal c)stomers. Service

rovider is often )sed as an abbreviation forIT service rovider. See also 'ype I service

provider : 'ype II service provider : 'ype IIIservice provider .

service rovider interface +S,I + ITIL Service Strategy An interface betweenthe IT service rovider and a )ser1 c)stomer1b)siness rocess or s) lier. Analysis ofservice rovider interfaces hel s tocoordinate end-to-end management of ITservices.

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Term Definition

service re orting + ITIL Continual Service Improvement Activities that rod)ce and deliver re orts ofachievement and trends against servicelevels. The format1 content and fre5)ency ofre orts sho)ld be agreed with c)stomers.

service re5)est + ITIL Service Operation A formal re5)estfrom a )ser for something to be rovided Ffor e!am le1 a re5)est for information oradvice: to reset a assword: or to install awor'station for a new )ser. Service re5)estsare managed by the re5)est f)lfilment

rocess1 )s)ally in con6)nction with the

service des'. Service re5)ests may be lin'edto a re5)est for change as art of f)lfilling there5)est.

service so)rcing + ITIL Service Strategy The strategy anda roach for deciding whether to rovide aservice internally1 to o)tso)rce it to ane!ternal service rovider1 or to combine thetwo a roaches. Service so)rcing alsomeans the e!ec)tion of this strategy. See also insourcing : internal service provider : outsourcing .

service strategy + ITIL Service Strategy A stage in the lifecycleof a service. Service strategy defines the

ers ective1 osition1 lans and atterns thata service rovider needs to e!ec)te to meetan organi7ation


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Term Definition

service transition + ITIL Service Transition A stage in thelifecycle of a service. Service transitionens)res that new1 modified or retired servicesmeet the e! ectations of the b)siness asdoc)mented in the service strategy andservice design stages of the lifecycle. Servicetransition incl)des the following rocesses4transition lanning and s) ort1 changemanagement1 service asset and config)rationmanagement1 release and de loymentmanagement1 service validation and testing1change eval)ation1 and 'nowledgemanagement. Altho)gh these rocesses are

associated with service transition1 mostrocesses have activities that ta'e laceacross m)lti le stages of the service lifecycle.See also transition .

service validation and testing + ITIL Service Transition The rocessres onsible for validation and testing of anew or changed IT service. Service validationand testing ens)res that the IT servicematches its design s ecification and will meetthe needs of the b)siness.

service val)ation + ITIL Service Strategy A meas)rement of the

total cost of delivering an IT service1 and thetotal val)e to the b)siness of that IT service.Service val)ation is )sed to hel the b)sinessand the IT service rovider agree on theval)e of the IT service.

serviceability + ITIL Continual Service Improvement +ITILService Design The ability of a third- artys) lier to meet the terms of its contract. Thiscontract will incl)de agreed levels ofreliability1 maintainability and availability for aconfig)ration item.

seven-ste im rovement rocess + ITIL Continual Service Improvement Therocess res onsible for defining and

managing the ste s needed to identify1define1 gather1 rocess1 analyse1 resent andim lement im rovements. The erformanceof the IT service rovider is contin)allymeas)red by this rocess and im rovementsare made to rocesses1 IT services and ITinfrastr)ct)re in order to increase efficiency1effectiveness and cost effectiveness.8 ort)nities for im rovement are recordedand managed in the #SI register.

shared service )nit See 'ype II service provider .

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Term Definition

shift +ITIL Service Operation A gro) or team ofeo le who carry o)t a s ecific role for afi!ed eriod of time. 3or e!am le1 there co)ldbe fo)r shifts of IT o erations control

ersonnel to s) ort an IT service that is)sed $; ho)rs a day.

sim)lation modelling + ITIL Continual Service Improvement +ITILService Design A techni5)e that creates adetailed model to redict the behavio)r of anIT service or other config)ration item. Asim)lation model is often created by )singthe act)al config)ration items that are being

modelled with artificial wor'loads ortransactions. They are )sed in ca acitymanagement when acc)rate res)lts areim ortant. A sim)lation model is sometimescalled a erformance benchmar'. See also analytical modelling : modelling .

single oint of contact + ITIL Service Operation ,roviding a singleconsistent way to comm)nicate with anorgani7ation or b)siness )nit. 3or e!am le1 asingle oint of contact for

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