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Definition
| 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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| a set of specialised organisational capabilities for providing value to customers in the form of services. |
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| a generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. They are considered to be assets of an organisation. |
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| the ability of a service organisation, person, process, application, Configuration Item, or IT service to carry out an activity. These are intangible assets of an organisation. |
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| is the functionality offered by a product or service from the customer's perspective. |
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| a promise or guarantee 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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| a detailed description of an IT service that is available to be delivered to customers. This includes one or more core services and supporting services, as well as a Service Level Package. |
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| a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder. |
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| an organisational unit specialised to perform certain types of work and is responsible for specific outcomes. It is self-contained with capabilities and resources necessary for its performance and outcomes. |
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| a set of responsibilities, activities and authorities granted to a person or team. This is defined in a process. |
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| the complete set of services that are managed by a service provider |
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| a justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems |
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Definition
| a possible Event that could cause harm or loss, or affect the ability to achieve objectives. |
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Term
| Pattern of Business Activity |
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Definition
| a workload profile of one or more business activities. Used to help the IT Service Provider understand and plan for different levels of business activity. |
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Definition
| a document defining all aspects of an IT service and its requirements through each stage of its lifecycle. |
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| the structure of a system or an IT service, including relationships of components to each other and to the environment they are in. Also includes the standards and guidelines which guide the design and evolution of the system. |
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| a collection of components organised to acomplish a specific function or set of functions. |
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| a database or structured document with information about all live IT services, including those available for deployment. |
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Definition
| an agreement between an IT Service Provider and the IT customer(s). Describes the IT service, service level targets and the responsibilities of the IT Service Provider and the customer. May cover single or multiple customers. |
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Definition
| an organisation supplying services to one or more internal customers or external customers. |
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Definition
| an underpinning agreement between an IT Service Provider and another part of the same organisation that assists with the provision of services. Defines the goods and services to be provided and the responsibilities of both parties. |
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Definition
| a legally binding agreement between an IT Service Provider and a third party, called the supplier. Defines targets and responsibilities that are required to meet agreed Service Level Targets in an SLA. |
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Definition
| A third party responsible for supplying goods or services that are required to deliver IT services. |
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Definition
| the ability of a service, component or CI to perform its agreed function when required. |
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Definition
| any component that needs to be managed in order to deliver an IT service. |
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Term
| Service Knowledge Management System |
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Definition
| a set of tools and databases that are used to manage knowledge and information. This stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full lifecycle of IT services. |
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Term
| Configuration Management System |
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Definition
| a set of tools and databases that are used to manage an IT Service Provider's configuration data. |
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Term
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Definition
| the addition, modification, or removal of anything that could have an effect on IT services. The scope should include processes, documentation, etc. |
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| a collection of components of an IT service that are normally released together according to an organisation's release policy. |
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Definition
| one or more locations in which the definitive and approved versions of all software CIs are securely stored. May also contain licences and documentation. |
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Definition
| a change of state which has significance for the management of the IT infrastructure or the delivery of an IT service |
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| a warning that a threshold has been reached, something has changes, or a failure has occurred |
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| an unplanned interruption to an IT service or reduction in the quality of an IT service. |
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| a means to reducing or eliminating the impact of an Incident or Prolem for which a full resolution is not yet available |
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| 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 |
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| a request from a user for information, or advice, or for a Standard Change or for access to an IT service |
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| the unknown cause of one or more Incidents |
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| a Problem that has a documented root cause and a Workaround |
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Definition
| an action taken to repair the root cause of an Incident or Problem, or to implement a Workaround |
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Definition
| the level and extent of a service's functionality or data that a user is entitled to use |
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Definition
| a unique name that is used to identify a user, person, or role. Used to grant rights to that user, person, or role |
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Definition
| entitlements, or permissions, granted to a user or role |
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Definition
| the responsibility of the Board of Directors and executive management. It is an integral part of enterprise governance and consisits of the leadership and organisational structures and processes that ensure that the organisation's IT sustains and extends the organisation's strategy and objectives |
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