Term
|
Definition
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|
Term
|
Definition
| Access refers to the level and extent of a service’s functionality or data that a user is entitled to use. |
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Term
|
Definition
Access management is the process responsible for allowing users to make use of IT services, data or
other assets. |
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Term
|
Definition
This is the process that enables the IT organization to account fully for the way its money is spent
(particularly the ability to identify costs by customer, by service and by activity). |
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Term
|
Definition
An alert is a notification that a threshold has been reached, something has changed or a failure has
occurred. |
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Term
|
Definition
The APM Group is an international professional accreditation and certification body, which is
accredited to international standards by the United Kingdom Accreditation Service (UKAS), which
ensures the effectiveness, impartiality and quality of APM Group scheme administration services. |
|
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Term
|
Definition
All the software applications required to manipulate the data and provide the functional
requirements of the business processes, e.g. enterprise resource management (ERM), financial and
customer relationship management (CRM) |
|
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Term
|
Definition
| Automation should be considered to improve the utility and warranty of services. |
|
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Term
|
Definition
Availability is the ability of an IT service or other configuration item (CI) to perform its agreed
function when required. Availability is determined by reliability, maintainability, serviceability,
performance and security. |
|
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Term
|
Definition
| A snapshot of how something is performing now; a current state definition. |
|
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Term
|
Definition
By best practice we mean proven practices that have been successfully used by multiple
organizations. |
|
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Term
|
Definition
This is the process of predicting and controlling the income and expenditure of money within the
organization. Budgeting consists of a periodic negotiation cycle to set budgets (usually annual) and
monthly monitoring of the current budgets. |
|
|
Term
| Business Capacity Management |
|
Definition
The business capacity management sub-process translates business needs and plans into
requirements for service and IT infrastructure. |
|
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Term
|
Definition
A business case is a justification for a significant item of expenditure. It includes information about
costs, benefits, options, issues, risks and possible problems. |
|
|
Term
| Business Impact Analysis (BIA) |
|
Definition
Business impact analysis (BIA) is the activity in business continuity management that identifies vital
business functions and their dependencies. These dependencies may include suppliers, people,
other business processes, IT services etc. |
|
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Term
|
Definition
The process that defines the functional needs of the service being provided, e.g. telesales, invoicing,
orders, credit checking |
|
|
Term
| Business relationship management |
|
Definition
Business relationship management is the process responsible for maintaining a positive relationship
with customers. |
|
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Term
|
Definition
| Adopting and implementing consistent approaches for continual service improvement |
|
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Term
|
Definition
Capability is the ability of a service organization, person, process, application, IT service or other
configuration item to carry out an activity. Capabilities are intangible assets of an organization. |
|
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Term
|
Definition
Capacity management is the process responsible for ensuring that the capacity of IT services and the
IT infrastructure can meet agreed capacity and performance-related requirements. |
|
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Term
|
Definition
A capacity plan is used to manage the resources required to deliver IT services. The plan contains
details of current and historic usage of IT services and components, and any issues that need to be
addressed (including related improvement activities). The plan also contains scenarios for different
predictions of business demand, and costed options to deliver the agreed service level targets. |
|
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Term
|
Definition
| the service desk is one central location. All service desk calls are forwarded to this one location. |
|
|
Term
|
Definition
A change is the addition, modification or removal of anything that could have an effect on IT
services. |
|
|
Term
| Change advisory board (CAB) |
|
Definition
The change advisory board (CAB) is a body that exists to support the authorization of changes and to
assist change management in the assessment, prioritization and scheduling of changes. |
|
|
Term
|
Definition
Change management is the process responsible for controlling changes to deliver early realization of
benefits with minimum risk and adverse impact. |
|
|
Term
|
Definition
Organizations will find it helpful to predefine change models – and apply them to appropriate
changes when they occur. A change model is a way of predefining the steps that should be taken to
handle a particular type of change in an agreed way. |
|
|
Term
|
Definition
A change record contains the details of a change. Each change record documents the lifecycle of a
single change. A change record is created for every request for change that is received, even those
that are subsequently rejected. Change records should reference the configuration items that are
affected by the change. Change records may be stored in the configuration management system or
elsewhere in the service knowledge management system. |
|
|
Term
|
Definition
This is the process required to bill customers for the services supplied to them. This requires sound
IT accounting practices and systems. |
|
|
Term
| Component capacity management |
|
Definition
The component capacity management sub-process focuses on the management, control and
prediction of the performance, utilization and capacity of individual IT technology components. |
|
|
Term
| Configuration items (CIs) |
|
Definition
A configuration item (CI) is any component or other service asset that needs to be managed in order
to deliver an IT service. |
|
|
Term
| Configuration Management System (CMS) |
|
Definition
A configuration management system (CMS) is a set of tools, data and information that is used to
support service asset and configuration management. |
|
|
Term
| Continual service improvement |
|
Definition
Continual service improvement is responsible for managing improvements to services and service
assets to align these with changing business needs. |
|
|
Term
| Continual Service Improvement (CSI) register |
|
Definition
A continual service improvement (CSI) register is a database or structured document used to record
and manage improvement opportunities throughout their lifecycle. |
|
|
Term
|
Definition
An approach or design to achieve 100% availability. A continuously available IT service has no
planned or unplanned downtime. |
|
|
Term
|
Definition
An approach or design to eliminate planned downtime of an IT service. Note that individual
components or configuration items may be down even though the IT service remains available. |
|
|
Term
|
Definition
Covering all the generic service level management issues appropriate to every customer throughout
the organization. These issues are likely to be less volatile, so updates are less frequently required. |
|
|
Term
| Critical success factors (CSFs) |
|
Definition
A critical success factor (CSF) is something that must happen if a process, project, plan or service is
to succeed. |
|
|
Term
|
Definition
| This is an agreement with an individual customer group, covering all the services they use. |
|
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Term
|
Definition
| A service that customer sees and interacts with. |
|
|
Term
|
Definition
Covering all service level management issues relevant to the particular customer group or business
unit, regardless of the service being used. |
|
|
Term
|
Definition
A customer is someone who buys goods or services. The customer of an IT service provider is the
person or group who defines and agrees the service level targets. |
|
|
Term
|
Definition
The data necessary to support the service and provide the information required by the business
processes, e.g. customer records and accounts ledger |
|
|
Term
| Definitive media library (DML) |
|
Definition
is one or more locations in which the definitive and authorized versions of all software configuration
items (CIs) are securely stored. The definitive media library may also contain associated
configuration items such as licences and documentation. |
|
|
Term
|
Definition
| The cycle of Plan, Do Check, Act; also called the PDCA Cycle. |
|
|
Term
|
Definition
The release package in the DML is deployed to the live environment. This phase starts with change
management authorization to deploy the release package to one or more target environments and
ends with handover to the service operation functions and early-life support. There may be many
separate deployment phases for each release, depending on the planned deployment options. |
|
|
Term
|
Definition
Design coordination is the process responsible for coordinating all service design activities,
processes and resources. |
|
|
Term
| DIKW (data-to-information-to-knowledge-to-wisdom) structures |
|
Definition
| Data becomes Information, then Knowledge, and Wisdom. |
|
|
Term
|
Definition
| The economic value is the total value that the customer perceives the service to deliver. |
|
|
Term
| Emergency change advisory board (ECAB) |
|
Definition
If the Change Advisory Board is not available to discuss an emergency change, an Emergency Change
Advisory Board may be used with the available members of the CAB. |
|
|
Term
|
Definition
Emergency change Emergency change is reserved only for highly critical changes that must be
implemented as soon as possible, for example to resolve a major incident or implement a security
patch. |
|
|
Term
|
Definition
Services that are needed in order to deliver a core service. Enabling services may or may not be
visible to the customer, but they are not offered to customers in their own right. |
|
|
Term
|
Definition
Services that are added to a core service to make it more attractive to the customer. Enhancing
services are not essential to the delivery of a core service but are used to encourage customers to
use the core services or to differentiate the service provider from its competitors. |
|
|
Term
|
Definition
The environment required to secure and operate the infrastructure, e.g. data centres, power and air
conditioning |
|
|
Term
|
Definition
Event management is the process responsible for managing events throughout their lifecycle. Event
management is one of the main activities of IT operations. |
|
|
Term
|
Definition
An event is a change of state that has significance for the management of an IT service or other
configuration item (CI). |
|
|
Term
| External customer-facing services |
|
Definition
An external customer-facing service is an IT service that is directly provided to an external customer
– for example, internet access at an airport. |
|
|
Term
|
Definition
| These are customers who work for a different business from the IT service provider. |
|
|
Term
| External service providers |
|
Definition
| A service provider that provides IT services to external customers. |
|
|
Term
|
Definition
Manages the physical IT environment – typically a data centre or computer rooms and recovery sites
together with power and cooling equipment. |
|
|
Term
|
Definition
he ability of an IT service, component or configuration item (CI) to continue to operate correctly
after failure of a component part. |
|
|
Term
| Financial management for IT services |
|
Definition
Financial management for IT services is the process responsible for managing an IT service
provider’s budgeting, accounting and charging requirements. |
|
|
Term
| Follow-the-sun service desk |
|
Definition
Some global or international organizations may wish to combine two or more of their geographically
dispersed service desks to provide a 24- hour follow-the-sun service. |
|
|
Term
|
Definition
| People, Processes, Products, and Partners |
|
|
Term
|
Definition
part of incident escalation; the incident is transferred to a technical team with a higher level of
expertise |
|
|
Term
|
Definition
A function is a team or group of people and the tools or other resources they use to carry out one or
more processes or activities – for example, the service desk. |
|
|
Term
|
Definition
Governance ensures that policies and strategy are actually implemented, and that required
processes are correctly followed. Governance includes defining roles and responsibilities, measuring
and reporting, and taking actions to resolve any issues identified. |
|
|
Term
|
Definition
Part of incident escalation; If incidents are of a serious nature, the appropriate managers must be
notified – for informational purposes at least. |
|
|
Term
|
Definition
A characteristic of the IT service that minimizes or masks the effects of IT component failure to the
users of a service. |
|
|
Term
|
Definition
Identity refers to a unique name that is used to identify a user, person or role. The identity is used to
grant rights to that user, person or role. |
|
|
Term
|
Definition
Categories are used to identify the type of incident and assist with trending analysis. Multi-level
categorization can be used to identify multiple levels of categories that can be associated with an
incident. |
|
|
Term
|
Definition
The service desk should check that the incident is fully resolved and that the users are satisfied and
willing to agree that the incident can be closed. |
|
|
Term
|
Definition
If possible, the incident should be resolved while the user is still on the phone. Sometimes the
service desk analyst will continue work on the incident and contact the user when it has been
resolved. An incident-matching procedure can be developed to help service desk and other support
staff match incidents with known errors, problems or other incidents to find resolutions quickly
where possible. |
|
|
Term
|
Definition
Incidents may be detected by event management, by calls to the service desk, from web or other
self-help interfaces, or directly by technical staff. Service requests or change requests incorrectly
logged as incidents are identified so that they can be passed to the request fulfilment or change
management processes respectively. |
|
|
Term
|
Definition
All incidents must be logged and time-stamped, regardless of whether they are received through a
service desk telephone call or whether automatically detected via an event alert. The log must
include sufficient data to enable the incident to be managed. |
|
|
Term
|
Definition
The occurrence of problems affects the level of service delivery measured by service level
management. |
|
|
Term
|
Definition
An incident model is a way of predefining the steps that should be taken to handle a process for
dealing with a particular type of incident in an agreed way. |
|
|
Term
|
Definition
A priority is assigned based on impact and urgency. Priorities are dynamic and may be changed
during the life of the incident. |
|
|
Term
|
Definition
An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service.
Failure of a configuration item that has not yet affected service is also an incident – for example,
failure of one disk from a mirror set. |
|
|
Term
| Information security management |
|
Definition
Security changes are implemented through the change management process, and every change
should be assessed for its potential impact on information security. |
|
|
Term
|
Definition
All of the IT equipment necessary to deliver the service to customers and users, including servers,
network circuits, |
|
|
Term
|
Definition
Solutions to combine applications or data from different sources and providing a user or an
application with a unified view of these applications and data |
|
|
Term
| Internal customer-facing services |
|
Definition
An internal customer-facing service is an IT service that directly supports a business process
managed by another business unit – for example, a sales-reporting service or enterprise resource
management. |
|
|
Term
|
Definition
| These are customers who work for the same business as the IT service provider. |
|
|
Term
| Internal service providers |
|
Definition
| An internal service provider that is embedded within a business unit. |
|
|
Term
|
Definition
Oversees the execution and monitoring of the operational activities and events in the IT
infrastructure. |
|
|
Term
|
Definition
The processes needed by the service provider to ensure successful provision of the service, e.g.
request fulfilment, incident management, change management and availability management |
|
|
Term
| IT service continuity management |
|
Definition
Problem management acts as an entry point into IT service continuity management where a
significant problem is not resolved before it starts to have a major impact on the business. |
|
|
Term
| IT service management (ITSM) |
|
Definition
| is the implementation and management of quality IT services that meet the needs of the business. |
|
|
Term
| IT Service Management Forum (itSMF) |
|
Definition
The IT Service Management Forum (itSMF) is the not-for-profit international community for IT
service management professionals, with more than 50 chapters worldwide and a coordinating
organization – itSMF International (www.itsmfi.org). |
|
|
Term
|
Definition
An IT service is a service provided by an IT service provider. An IT service is made up of a
combination of information technology, people and processes. |
|
|
Term
| ITIL Continual Service Improvement |
|
Definition
ITIL Continual Service Improvement provides guidance on achieving incremental and large-scale
improvements in service quality, operational efficiency and business continuity, and best practices
for ensuring that the service portfolio continues to be aligned to business needs. |
|
|
Term
| ITIL Intermediate-level certificates |
|
Definition
| ITIL Intermediate level has a modular structure, with each module holding a different focus. |
|
|
Term
| ITIL Managing Across the Lifecycle (MALC) qualification |
|
Definition
The ITIL Managing Across the Lifecycle (MALC) qualification is a capstone qualification, focusing on
the knowledge required to implement and manage the necessary skills associated with use of the
lifecycle practices. |
|
|
Term
| ITIL Master in IT service management certificate |
|
Definition
The ITIL Master in IT service management certificate validates the capability of the candidate to
apply the principles, methods and techniques of ITIL in the workplace. |
|
|
Term
|
Definition
ITIL qualification scheme is to ensure that relevant and timely certifications are available to support
the formalized learning requirements of individuals and organizations related to the ITIL service
management practices. |
|
|
Term
|
Definition
ITIL Service Design provides guidance for the design and development of services and service
management capabilities and practices. |
|
|
Term
|
Definition
ITIL Service Operation provides guidance on how to maintain stability in service operation, allowing
for changes in design, scale, scope and service levels. |
|
|
Term
|
Definition
ITIL Service Strategy provides guidance on how to view service management not only as an
organizational capability but as a strategic asset. |
|
|
Term
|
Definition
ITIL Service Transition provides guidance for the development and improvement of capabilities for
introducing new and changed services into supported environments. |
|
|
Term
|
Definition
The IT Service Management Forum (itSMF) is the not-for-profit international community for IT
service management professionals, with more than 50 chapters worldwide and a coordinating
organization – itSMF International (www.itsmfi.org). |
|
|
Term
| Key performance indicators (KPIs) |
|
Definition
A key performance indicator (KPI) is a metric that is used to help manage a process, service or
activity. |
|
|
Term
|
Definition
is composed of the tacit experiences, ideas, insights, values and judgements of individuals. People
gain knowledge both from their own and from their peers’ expertise, as well as from the analysis of
information (and data). Through the synthesis of these elements, new knowledge is created. |
|
|
Term
|
Definition
The service knowledge management system (SKMS) can be used to form the basis of the known
error database (KEDB) and hold (or integrate with) the problem records. |
|
|
Term
| Known error databases (KEDBs) |
|
Definition
As soon as the diagnosis is complete, and particularly where a workaround has been found, a known
error record must be raised and placed in the known error database (KEDB) so that if further
incidents or problems arise they can be identified and the service restored more quickly. |
|
|
Term
|
Definition
| A known error is a problem that has a documented root cause and a workaround. |
|
|
Term
|
Definition
| This is where a service desk is co-located within or physically close to the user community it serves |
|
|
Term
|
Definition
Maintainability is a measure of how quickly and effectively an IT service or other configuration item
(CI) can be restored to normal working after a failure. |
|
|
Term
|
Definition
A separate procedure, with shorter timescales and greater urgency, must be used for major
incidents. A definition of what constitutes a major incident must be agreed and ideally mapped onto
the overall incident prioritization system – such that it will be dealt with through this separate
procedure. |
|
|
Term
|
Definition
A review of every major problem should be conducted to learn lessons for the future. ‘Major
problem’ is defined by the priority system. |
|
|
Term
| Managing Across the Lifecycle (MALC) qualification |
|
Definition
The ITIL Managing Across the Lifecycle (MALC) qualification is a capstone qualification, focusing on
the knowledge required to implement and manage the necessary skills associated with use of the
lifecycle practices. It is the final required module which a candidate must take prior to achieving ITIL
Expert level. |
|
|
Term
|
Definition
Ability to measure the process in a relevant manner. This is performance-driven. Managers want to
measure cost, quality and other variables while practitioners are concerned with duration and
productivity. |
|
|
Term
|
Definition
A metric is something that is measured and reported to help manage a process, service or activity. In
general, a metric is a scale of measurement defined in terms of a standard, i.e. in terms of a welldefined
unit. |
|
|
Term
|
Definition
The mission statement of an organization is a short but complete description of the overall purpose
and intentions of that organization. It states what is to be achieved, but not how this should be
done. |
|
|
Term
|
Definition
Normal changes go through the full assessment, authorization and implementation stages. Normal
changes are typically categorized as major, significant or minor. |
|
|
Term
| Operational level agreements (OLAs) |
|
Definition
An operational level agreement (OLA) is an agreement between an IT service provider and another
part of the same organization. It supports the IT service provider’s delivery of IT services to
customers and defines the goods or services to be provided and the responsibilities of both parties. |
|
|
Term
| Organizational change management |
|
Definition
It is essential that organizational aspects of change management are properly considered and that
the change management process has appropriate interfaces with the people carrying out this work. |
|
|
Term
|
Definition
is the result of carrying out an activity, following a process, delivering an IT service etc. The term is
used to refer to the intended results, as well as to actual results. |
|
|
Term
| Patterns of business activity (PBA) |
|
Definition
Pattern of business activity (PBA) is a workload profile of one or more business activities. Patterns of
business activity are used to help the IT service provider understand and plan for different levels of
business activity. |
|
|
Term
|
Definition
| A priority is a category used to identify the relative importance of an incident. |
|
|
Term
|
Definition
| These involve the proactive planning, design and improvement of availability. |
|
|
Term
|
Definition
Problems are categorized to enable analysis and reporting. It is advisable to use the same coding
system as for incidents. |
|
|
Term
|
Definition
When a final solution has been applied, the problem record and related incident records should be
closed. The record should be checked to ensure that it contains all required information, and the
status of related known error records should be updated. |
|
|
Term
| Problem investigation and diagnosis |
|
Definition
An investigation diagnoses the root cause of the problem. The speed and nature of the
investigation, and the resources invested, should depend on impact, severity and urgency of the
problem. |
|
|
Term
|
Definition
All problems must be logged, and problem records must include all the details needed to manage
the problem through its lifecycle, including links to related incidents. |
|
|
Term
|
Definition
The occurrence of problems affects the level of service delivery measured by service level
management. |
|
|
Term
|
Definition
Problems should be prioritized in the same way and for the same reason as incidents. Problem
priority should take into account the frequency and impact of related incidents. Problem priority is
also based on the severity of the problem, which is a measure of how serious the problem is from an
infrastructure perspective – e.g. how long it will take to fix or how much it will cost. |
|
|
Term
|
Definition
Once a root cause has been found and a solution to remove it has been developed, the solution
should be applied to resolve the problem. Full resolution of a problem usually involves raising a
change request. If the problem is very serious, this may be an emergency change request.
Sometimes it may not be possible to justify the change in a business case, and a decision may be
made to leave the problem record open and rely on the workaround in the known error record. |
|
|
Term
|
Definition
| A problem is a cause of one or more incidents. |
|
|
Term
|
Definition
| The process manager role is accountable for operational management of a process. |
|
|
Term
|
Definition
These metrics are captured in the form of critical success factors (CSFs), key performance indicators
(KPIs) and activity metrics for the service management processes. |
|
|
Term
|
Definition
| The process owner role is accountable for ensuring that a process is fit for purpose. |
|
|
Term
|
Definition
| A process practitioner is responsible for carrying out one or more |
|
|
Term
| Programme and project management |
|
Definition
Programme and project management must work in partnership with change management to align
all the processes and people involved in service change initiatives. |
|
|
Term
|
Definition
matrix using Responsible, Accountable, Consulted, and Informed to assign involvement with
activities. There is only one person assigned Accountable for each activity. |
|
|
Term
|
Definition
These involve the monitoring, measuring, analysis and management of all events, incidents and
problems involving unavailability. |
|
|
Term
|
Definition
A release is a collection of one or more changes to an IT service that are built, tested and deployed
together. A single release may include changes to hardware, software, documentation, processes
and other components. |
|
|
Term
| Release and deployment planning |
|
Definition
Plans for creating and deploying the release are created. This phase starts with change management
authorization to plan a release and ends with change management authorization to create the
release. |
|
|
Term
|
Definition
The release package is built, tested and checked into the definitive media library (DML). This phase
starts with change management authorization to build the release and ends with change
management authorization for the baselined release package to be checked into the DML by service
asset and configuration management. This phase only happens once for each release. |
|
|
Term
|
Definition
Reliability is a measure of how long an IT service or other configuration item (CI) can perform its
agreed function without interruption. |
|
|
Term
|
Definition
No change should be approved without having explicitly addressed the question of what to do if it is
not successful. Ideally, there will be a back-out plan, which will restore the organization to its initial situation, often through the reloading of a base lined set of configuration items (CIs) – especially
software and data. |
|
|
Term
| Requests for change (RFCs) |
|
Definition
A request for change (RFC) is a formal proposal for a change to be made. It includes details of the
proposed change, and may be recorded on paper or electronically. The term RFC is often misused to
mean a change record, or the change itself. |
|
|
Term
|
Definition
A resolution is an action taken to repair the root cause of an incident or problem, or to implement a
workaround. |
|
|
Term
|
Definition
Resource is a generic term, which includes IT infrastructure, people, money or anything else that
might help to deliver an IT service. Resources are considered to be assets of an organization. |
|
|
Term
| Retail customer view of service catalogue |
|
Definition
This contains details of all the IT services delivered to retail customers (customer-facing services),
together with relationships to the customers they support. |
|
|
Term
|
Definition
Experience and feedback are captured, performance targets and achievements are reviewed and
lessons are learned. |
|
|
Term
|
Definition
Rights (also called privileges) are the entitlements, or permissions, granted to a user or role – for
example, the right to modify particular data, or to authorize a change. |
|
|
Term
|
Definition
| Risk is a possible event that could cause harm or loss, or affect the ability to achieve objectives. |
|
|
Term
|
Definition
Risk assessment covers the initial steps of risk management: analysing the value of assets to the
business, identifying threats to those assets, and evaluating how vulnerable each asset is to those
threats. Risk assessment can be quantitative (based on numerical data) or qualitative. |
|
|
Term
|
Definition
Risk management involves having processes in place to monitor risks, access to reliable and up-todate
information about risks, the right balance of control in place to deal with those risks, and
decision-making processes supported by a framework of risk analysis and evaluation. |
|
|
Term
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Definition
A role is a set of responsibilities, activities and authorities assigned to a person or team. A role is
defined in a process or function. |
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Term
| Service asset and configuration management (SACM) |
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Definition
Service asset and configuration management (SACM) is the process responsible for managing assets
vital to running the customer’s or organization’s business. |
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Term
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Definition
SLA covers one service, for all the customers of that service – for example, an SLA may be
established for an organization’s email service, covering all the customers of that service. |
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Term
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Definition
which will be of interest to candidates who wish to gain intense, specialized, process-level
knowledge in one or more processes, with focus on the day-to-day execution of ITIL practices.
Attention to the service lifecycle is illustrated as part of the curriculum; however, the primary focus
is on the process activities, execution and use throughout the service lifecycle. |
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Term
| Service capacity management |
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Definition
The service capacity management sub-process focuses on the management, control and prediction
of the end-to-end performance and capacity of the operational IT services and their workloads. |
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Term
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Definition
A service catalogue is a database or structured document with information about all live IT services,
including those available for deployment. |
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Term
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Definition
This contains details of all the IT services delivered to retail customers (customer-facing services),
together with relationships to the customers they support. |
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Term
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Definition
This contains details of all the supporting IT services, together with relationships to the customerfacing
services they underpin and the components, configuration items (CIs) and other supporting
services necessary to support the provision of the service to the customers. |
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Term
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Definition
This contains details of all the IT services delivered to wholesale customers (customer-facing
services), together with relationships to the customers they support. |
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Term
| Service catalogue management |
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Definition
Service catalogue management is the process responsible for providing and maintaining the service
catalogue and for ensuring that it is available to those who are authorized to access it. |
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Term
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Definition
The service design stage takes business requirements and creates services, their supporting
practices and management tools which meet business demands for quality, reliability and flexibility. |
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Term
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Definition
The scope of service portfolio management is all services a service provider plans to deliver, those
currently delivered and those that have been withdrawn from service. |
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Term
| Service Design Package (SDP) |
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Definition
A service design package is a document or documents defining all aspects of an IT service and its
requirements through each stage of its lifecycle. |
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Term
| Service improvement plan (SIP) |
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Definition
A service improvement plan (SIP) is a formal plan to implement improvements to a process or
service. |
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Term
| Service knowledge management system (SKMS) |
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Definition
The service knowledge management system (SKMS) is a set of tools and databases that is used to
manage knowledge, information and data. The service knowledge management system includes
tools for collecting, storing, managing, updating, analyzing and presenting all the knowledge,
information and data that an IT service provider will need to manage the full lifecycle of IT services. |
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Term
| Service level agreement monitoring (SLAM) chart |
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Definition
A service level agreement monitoring (SLAM) chart is used to help monitor and report achievements
against service level targets. SLAM charts are typically color coded (red, amber and green, and
sometimes referred to as RAG charts as a result) to show whether each agreed service level target
has been met, missed or nearly missed during each of the previous 12 months. |
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Term
| Service level agreements (SLAs) |
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Definition
A service level agreement (SLA) is an agreement between an IT service provider and a customer. An
SLA describes the IT service, documents service level targets and specifies the responsibilities of the
IT service provider and the customer. A single agreement may cover multiple IT services or multiple
customers. |
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Term
| Service Level Management (SLM) |
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Definition
The ability to resolve incidents in a specified time is a key part of delivering an agreed level of
service - and business relationship management |
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Term
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Definition
Periodic service level reports must be produced and circulated to customers and appropriate IT
managers. The periodic reports should incorporate details of performance against all SLA targets,
together with details of any trends or specific actions being undertaken to improve service quality. |
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Term
| Service level requirements (SLRs) |
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Definition
A service level requirement (SLR) is a customer requirement for an aspect of a service. Service level
requirements are based on business objectives and are used to negotiate agreed service level
targets. |
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Term
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Definition
Covering all service level management issues relevant to the specific service, in relation to a specific
customer group (one for each service covered by the SLA). |
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Term
|
Definition
which will be of interest to candidates seeking a management/team leader role that requires a
broad management focus of ITIL practice areas and work across teams or multiple-capability areas. |
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Term
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Definition
Is a set of specialized organizational capabilities for providing value to customers in the form of
services. |
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Term
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Definition
These metrics are the results of the end-to-end service. Component metrics can be used to compute
the service metrics. |
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Term
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Definition
A process is a structured set of activities designed to accomplish a specific objective. A process takes
one or more defined inputs and turns them into defined outputs. |
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Term
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Definition
The service owner is accountable for a specific service within an organization, regardless of where
the underpinning technology components, processes or professional capabilities reside. |
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Term
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Definition
A service package is a collection of two or more services that have been combined to offer a solution
to a specific type of customer need or to underpin specific business outcomes. A service package
can consist of a combination of core services, enabling services, enhancing services and other
service packages. |
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Term
| Service portfolio management |
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Definition
| Service portfolio management is the process responsible for managing the service portfolio. |
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Term
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Definition
| The service portfolio is the complete set of services that are managed by a service provider. |
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Term
|
Definition
A service provider is an organization supplying services to one or more internal customers or
external customers. |
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Term
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Definition
A service request is a formal request from a user for something to be provided – for example, a
request for information, or advice; to reset a password; or to install a workstation for a new user.
Service requests may be linked to a request for change as part of fulfilling the request. |
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Term
|
Definition
Serviceability is the ability of a third-party supplier to meet the terms of its contract. Often this
contract will include agreed levels of availability, reliability and/or maintainability for a supporting
service or other configuration item (CI). |
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Term
|
Definition
A service is a means of delivering value to customers by facilitating the outcomes customers want to
achieve without the ownership of specific costs and risks. |
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Term
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Definition
The value of a service can be considered to be the level to which that service meets a customer’s
expectations. |
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Term
| Seven-step improvement process |
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Definition
The occurrence of incidents and problems provides a basis for identifying opportunities for service
improvement and adding them to the continual service improvement (CSI) register. |
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Term
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Definition
| An internal service provider that provides shared IT services to more than one business unit. |
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Term
| Single point of contact (SPOC) |
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Definition
Role of service desk; between the services being provided and the users. Service desk staff execute
the incident management and request fulfilment processes to restore the normal-state service
operation to the users as quickly as possible. |
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Term
|
Definition
standard change is a pre-approved change that is low risk, relatively common and follows a
procedure or work instruction. |
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Term
|
Definition
Supplier management is the process responsible for obtaining value for money from suppliers,
ensuring that all contracts and agreements with suppliers support the needs of the business, and
that all suppliers meet their contractual commitments. |
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Term
|
Definition
A supplier is a third party responsible for supplying goods or services that are required to deliver
services. |
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Term
|
Definition
A supporting service is an IT service that is not directly used by the business but is required by the IT
service provider to deliver customer-facing services (for example, a directory service or a backup
service). Supporting |
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Term
| Technology-assisted interaction |
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Definition
| Only the service provider has access to the technology. |
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Term
| Technology-facilitated interaction |
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Definition
| Both the service provider and the customer have access to the same technology. |
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Term
| Technology-free interaction |
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Definition
| Technology is not involved in the service provision. |
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Term
| Technology-generated interaction |
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Definition
| The service provider is represented entirely by technology, commonly known as self-service. |
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Term
| Technology-mediated interaction |
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Definition
| The service provider and the customer are not in physical proximity. |
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Term
|
Definition
These metrics are often associated with component-based and application-based metrics, such as
performance, availability etc. |
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Term
| Underpinning contracts (UCs) |
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Definition
An underpinning contract (UC) is a contract (i.e. legally binding agreement) between an IT service
provider and a third party, called the supplier. |
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Term
|
Definition
A user is a person who uses the service on a day-to-day basis. Users are distinct from customers, as
some customers do not use the IT service directly. |
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Term
|
Definition
| Utility is the functionality offered by a product or service to meet a particular need. |
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Term
|
Definition
Through the use of technology, particularly the internet, and the use of corporate support tools, it is
possible to give the impression of a single, centralized service desk when in fact the personnel may
be spread or located in any number or types of geographical or structural locations. |
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Term
|
Definition
Metrics define what is to be measured. Metrics are usually specialized by the subject area, in which
case they are valid only within a certain domain and cannot be directly benchmarked or interpreted
outside it. Generic metrics, however, can be aggregated across subject areas or |
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Term
|
Definition
| A vision is a description of what an organization intends to become in the future. |
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Term
| Vital Business Functions (VBFs) |
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Definition
A vital business function (VBF) is a part of a business process that is critical to the success of the
business. Vital business functions are an important consideration of business continuity
management, IT service continuity management and availability management. |
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Term
|
Definition
Warranty is the assurance that a product or service will meet its agreed requirements. This may be a
formal agreement such as a service level agreement or contract, or it may be a marketing message
or brand image. |
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Term
| Wholesale customer view of service catalogue |
|
Definition
This contains details of all the IT services delivered to wholesale customers (customer-facing
services), together with relationships to the customers they support. |
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Term
|
Definition
makes use of knowledge to create value through correct and well-informed decisions. Wisdom
involves having the application and contextual awareness to provide strong common-sense
judgement. |
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Term
|
Definition
A workaround is a way of reducing or eliminating the impact of an incident or problem for which a
full resolution is not yet available. |
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