Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
233 Cards in this Set
- Front
- Back
|
accounting
|
"(ITIL® Service Strategy) The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, and managing variance from the budget."
|
|
|
activity
|
A set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans and are documented in procedures.
|
|
|
alert
|
"(ITIL® Service Operation) A notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process."
|
|
|
application
|
Software that provides functions that are required by an IT service. Each application may be part of more than one IT service. An application runs on one or more servers or clients.
|
|
|
application sizing
|
(ITIL® Service Design) The activity responsible for understanding the resource requirements needed to support a new application or a major change to an existing application. Application sizing helps to ensure that the IT service can meet its agreed service level targets for capacity and performance.
|
|
|
asset
|
"(ITIL® Service Strategy) Any resource or capability. The assets of a service provider include anything that could contribute to the delivery of a service. Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure, or financial capital. "
|
|
|
attribute
|
"(ITIL® Service Transition) A piece of information about a configuration item. Examples are name, location, version number, and cost. Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as part of a configuration management system (CMS)."
|
|
|
availability
|
"(ITIL® Service Design) Ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance, and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime. It is best practice to calculate availability of an IT service using measurements of the business output. "
|
|
|
availability management information system
|
"(ITIL® Service Design) A set of tools, data, and information that is used to support availability management. "
|
|
|
(AMIS)
|
See also service knowledge management system.
|
|
|
baseline
|
(ITIL® Continual Service Improvement) (ITIL® Service Transition) A snapshot that is used as a reference point. Many snapshots may be taken and recorded over time but only some will be used as baselines. For example:
|
|
|
benchmark
|
"(ITIL® Continual Service Improvement) (ITIL® Service Transition) A baseline that is used to compare related data sets as part of a benchmarking exercise. For example, a recent snapshot of a process can be compared to a previous baseline of that process, or a current baseline can be compared to industry data or best practice. "
|
|
|
benchmarking
|
"(ITIL® Continual Service Improvement) The process responsible for comparing a benchmark with related data sets, such as a more recent snapshot, industry data, or best practice. The term is also used to mean creating a series of benchmarks over time and comparing the results to measure progress or improvement. This process is not described in detail within the core ITIL® publications."
|
|
|
Practice (BMP)
|
"The Best Management Practice portfolio is owned by the Cabinet Office, part of HM Government. Formerly owned by CCTA and then OGC, the BMP functions moved to the Cabinet Office in June 2010. The BMP portfolio includes guidance on IT service management and project, program, risk, portfolio, and value management. There is also a management maturity model as well as related glossaries of terms."
|
|
|
best practice
|
Proven activities or processes that have been successfully used by multiple organizations. ITIL® is an example of best practice.
|
|
|
budget
|
A list of all the money an organization or business unit plans to receive and plans to pay out over a specified period of time.
|
|
|
budgeting
|
The activity of predicting and controlling the spending of money. Budgeting consists of a periodic negotiation cycle to set future budgets (usually annual) and the day-to-day monitoring and adjusting of current budgets.
|
|
|
build
|
"(ITIL® Service Transition) The activity of assembling a number of configuration items to create part of an IT service. The term is also used to refer to a release that is authorized for distribution—for example, server build or laptop build. "
|
|
|
business case
|
"(ITIL® Service Strategy) Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks, and possible problems. "
|
|
|
business continuity plan (BCP)
|
"(ITIL® Service Design) A plan defining the steps required to restore business processes following a disruption. The plan also identifies the triggers for invocation, people to be involved, communications, etc. IT service continuity plans form a significant part of business continuity plans."
|
|
|
business impact analysis (BIA)
|
"(ITIL® Service Strategy) Business impact analysis 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. Business impact analysis defines the recovery requirements for IT services. These requirements include recovery time objectives, recovery point objectives, and minimum service level targets for each IT service."
|
|
|
business relationship management
|
(ITIL® Service Strategy) The process responsible for maintaining a positive relationship with customers. Business relationship management identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalog of services. This process has strong links with service level management.
|
|
|
capability
|
"(ITIL® Service Strategy) The ability of an organization, person, process, application, IT service, or other configuration item to carry out an activity. Capabilities are intangible assets of an organization. "
|
|
|
capacity
|
"(ITIL® Service Design) The maximum throughput that a configuration item or IT service can deliver. For some types of CIs, capacity may be the size or volume—for example, a disk drive. "
|
|
|
capacity management information system
|
"(ITIL® Service Design) A set of tools, data, and information that is used to support capacity management. "
|
|
|
(CMIS)
|
See also service knowledge management system.
|
|
|
capacity planning
|
(ITIL® Service Design) The activity within capacity management responsible for creating a capacity plan.
|
|
|
change
|
"(ITIL® Service Transition) The addition, modification, or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics, and documentation, as well as changes to IT services and other configuration items. "
|
|
|
change advisory board (CAB)
|
"(ITIL® Service Transition) A group of people that support the assessment, prioritization, authorization, and scheduling of changes. A change advisory board is usually made up of representatives from all areas within the IT service provider, the business, and third parties, such as suppliers. "
|
|
|
change model
|
"(ITIL® Service Transition) A repeatable way of dealing with a particular category of change. A change model defines specific agreed steps that will be followed for a change of this category. Change models may be very complex with many steps that require authorization (e.g., major software release) or may be very simple with no requirement for authorization (e.g., password reset). "
|
|
|
change proposal
|
"(ITIL® Service Strategy) (ITIL® Service Transition) A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule. Change proposals are normally created by the service portfolio management process and are passed to change management for authorization. Change management will review the potential impact on other services, on shared resources, and on the overall change schedule. Once the change proposal has been authorized, service portfolio management will charter the service."
|
|
|
change record
|
"(ITIL® Service Transition) A record containing 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."
|
|
|
change request
|
See request for change.
|
|
|
change schedule
|
"(ITIL® Service Transition) A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes. A change schedule is sometimes called a forward schedule of change, even though it also contains information about changes that have already been implemented."
|
|
|
change window
|
"(ITIL® Service Transition) A regular, agreed time when changes or releases may be implemented with minimal impact on services. Change windows are usually documented in service level agreements."
|
|
|
charging
|
(ITIL® Service Strategy) Requiring payment for IT services. Charging for IT services is optional and many organizations choose to treat their IT service provider as a cost centre.
|
|
|
CI type
|
"(ITIL® Service Transition) A category that is used to classify configuration items. The CI type identifies the required attributes and relationships for a configuration record. Common CI types include hardware, document, user, etc."
|
|
|
classification
|
"The act of assigning a category to something. Classification is used to ensure consistent management and reporting. Configuration items, incidents, problems, changes, etc. are usually classified."
|
|
|
component
|
"A general term that is used to mean one part of something more complex. For example, a computer system may be a component of an"
|
|
|
confidentiality
|
(ITIL® Service Design) A security principle that requires that data should only be accessed by authorized people.
|
|
|
configuration
|
(ITIL® Service Transition) A generic term used to describe a group of configuration items that work together to deliver an IT service or a recognizable part of an IT service. Configuration is also used to describe the parameter settings for one or more configuration items.
|
|
|
configuration baseline
|
"(ITIL® Service Transition) The baseline of a configuration that has been formally agreed and is managed through the change management process. A configuration baseline is used as a basis for future builds, releases, and changes. "
|
|
|
configuration item (CI)
|
(ITIL® Service Transition) Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management.
|
|
|
configuration management database (CMDB)
|
"(ITIL® Service Transition) A database used to store configuration records throughout their lifecycle. The configuration management system maintains one or more configuration management databases, and each database stores attributes of configuration items and relationships with other configuration items. "
|
|
|
configuration management system (CMS)
|
"(ITIL® Service Transition) A set of tools, data, and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analyzing, and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes, and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes. "
|
|
|
configuration record
|
(ITIL® Service Transition) A record containing the details of a configuration item. Each configuration record documents the lifecycle of a single configuration item. Configuration records are stored in a configuration management database and maintained as part of a configuration management system.
|
|
|
countermeasure
|
"Can be used to refer to any type of control. The term is most often used when referring to measures that increase resilience, fault tolerance, or reliability of an IT service."
|
|
|
critical success factor (CSF)
|
"Something that must happen if an IT service, process, plan, project, or other activity is to succeed. Key performance indicators are used to measure the achievement of each critical success factor. For example, a critical success factor of ‘protect IT services when making changes’ could be measured by key performance indicators such as ‘percentage"
|
|
|
CSI register
|
(ITIL® Continual Service Improvement) A database or structured document used to record and manage improvement opportunities throughout their lifecycle.
|
|
|
customer asset
|
Any resource or capability of a customer.
|
|
|
customer portfolio
|
(ITIL® Service Strategy) A database or structured document used to record all customers of the IT service provider. The customer portfolio is the business relationship manager’s view of the customers who receive services from the IT service provider.
|
|
|
Data-to-Information-to-Knowledge-to-Wisdom
|
"(ITIL® Service Transition) A way of understanding the relationships between data, information, knowledge, and wisdom. DIKW shows how each of these builds on the others."
|
|
|
definitive media library (DML)
|
"(ITIL® Service Transition) One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The definitive media library may also contain associated configuration items, such as licenses and documentation. It is a single logical storage area, even if there are multiple locations. The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system."
|
|
|
Deming Cycle
|
See Plan-Do-Check-Act.
|
|
|
deployment
|
"(ITIL® Service Transition) The activity responsible for movement of new or changed hardware, software, documentation, process, etc. to the live environment. Deployment is part of the release and deployment management process."
|
|
|
design coordination
|
"(ITIL® Service Design) The process responsible for coordinating all service design activities, processes, and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information, and metrics. "
|
|
|
document
|
"Information in readable form. A document may be paper or electronic—for example, a policy statement, service level agreement, incident record, or diagram of a computer room layout. "
|
|
|
downtime
|
(ITIL® Service Design) (ITIL® Service Operation) The time when an IT service or other configuration item is not available during its agreed service time. The availability of an IT service is often calculated from agreed service time and downtime.
|
|
|
emergency change
|
"(ITIL® Service Transition) A change that must be introduced as soon as possible—for example, to resolve a major incident or implement a security patch. The change management process will normally have a specific procedure for handling emergency changes. "
|
|
|
emergency change advisory board (ECAB)
|
(ITIL® Service Transition) A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a meeting is called and depends on the nature of the emergency change.
|
|
|
escalation
|
"(ITIL® Service Operation) An activity that obtains additional resources when these are needed to meet service level targets or customer expectations. Escalation may be needed within any IT service management process but is most commonly associated with incident management, problem management, and the management of customer complaints. There are two types of escalation: functional escalation and hierarchic escalation. "
|
|
|
event
|
"(ITIL® Service Operation) A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item, or monitoring tool. Events typically require IT operations personnel to take actions and often lead to incidents being logged. "
|
|
|
external customer
|
A customer who works for a different business from the IT service
|
|
|
external service provider
|
(ITIL® Service Strategy) An IT service provider that is part of a different organization from its customer. An IT service provider may have both internal and external customers.
|
|
|
facilities management
|
"(ITIL® Service Operation) The function responsible for managing the physical environment where the IT infrastructure is located. Facilities management includes all aspects of managing the physical environment—for example, power and cooling, building access management, and environmental monitoring."
|
|
|
failure
|
"(ITIL® Service Operation) Loss of ability to operate to specification or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items, etc. A failure often causes an incident."
|
|
|
fast recovery
|
(ITIL® Service Design) A recovery option that is also known as hot standby. Fast recovery normally uses a dedicated fixed facility with computer systems and software configured ready to run the IT services. Fast recovery typically takes up to 24 hours but may be quicker if there is no need to restore data from backups.
|
|
|
fit for purpose
|
"(ITIL® Service Strategy) The ability to meet an agreed level of utility. Fit for purpose is also used informally to describe a process, configuration item, IT service, etc. that is capable of meeting its objectives or service"
|
|
|
fit for use
|
"(ITIL® Service Strategy) The ability to meet an agreed level of warranty. Being fit for use requires suitable design, implementation, control, and maintenance."
|
|
|
follow the sun
|
"(ITIL® Service Operation) A methodology for using service desks and support groups around the world to provide seamless 24/7 service. Calls, incidents, problems, and service requests are passed between groups in different time zones."
|
|
|
function
|
"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. The term also has two other meanings:"
|
|
|
functional escalation
|
"(ITIL® Service Operation) Transferring an incident, problem, or change to a technical team with a higher level of expertise to assist in an escalation. "
|
|
|
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. "
|
|
|
gradual recovery
|
(ITIL® Service Design) A recovery option that is also known as cold standby. Gradual recovery typically uses a portable or fixed facility that has environmental support and network cabling but no computer systems. The hardware and software are installed as part of the IT service continuity plan. Gradual recovery typically takes more than three days and may take significantly longer.
|
|
|
hierarchic escalation
|
(ITIL® Service Operation) Informing or involving more senior levels of management to assist in an escalation.
|
|
|
hot standby
|
See fast recovery; immediate recovery.
|
|
|
immediate recovery
|
"(ITIL® Service Design) A recovery option that is also known as hot standby. Provision is made to recover the IT service with no significant loss of service to the customer. Immediate recovery typically uses mirroring, load balancing, and split-site technologies. "
|
|
|
impact
|
"(ITIL® Service Operation) (ITIL® Service Transition) A measure of the effect of an incident, problem, or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority. "
|
|
|
incident
|
"(ITIL® Service Operation) 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. "
|
|
|
incident record
|
(ITIL® Service Operation) A record containing the details of an incident. Each incident record documents the lifecycle of a single incident.
|
|
|
information security management (ISM)
|
(ITIL® Service Design) The process responsible for ensuring that the
|
|
|
information security policy
|
(ITIL® Service Design) The policy that governs the organization’s approach to information security management.
|
|
|
information technology (IT)
|
"The use of technology for the storage, communication, or processing of information. The technology typically includes computers, telecommunications, applications, and other software. The information may include business data, voice, images, video, etc. Information technology is often used to support business processes through IT services."
|
|
|
intermediate recovery
|
(ITIL® Service Design) A recovery option that is also known as warm standby. Intermediate recovery usually uses a shared portable or fixed facility that has computer systems and network components. The hardware and software will need to be configured and data will need to be restored as part of the IT service continuity plan. Typical recovery times for intermediate recovery are one to three days.
|
|
|
internal customer
|
A customer who works for the same business as the IT service provider.
|
|
|
internal service provider
|
(ITIL® Service Strategy) An IT service provider that is part of the same organization as its customer. An IT service provider may have both internal and external customers.
|
|
|
internet service provider (ISP)
|
"An external service provider that provides access to the internet. Most ISPs also provide other IT services, such as web hosting."
|
|
|
ISO 9000
|
A generic term that refers to a number of international standards and guidelines for quality management systems.
|
|
|
ISO 9001
|
An international standard for quality management systems.
|
|
|
ISO/IEC 20000
|
An international standard for IT service management.
|
|
|
ISO/IEC 27001
|
(ITIL® Continual Service Improvement) (ITIL® Service Design) An international specification for information security management. The corresponding code of practice is ISO/IEC 27002.
|
|
|
ISO/IEC 27002
|
(ITIL® Continual Service Improvement) An international code of practice for information security management. The corresponding specification is ISO/IEC 27001.
|
|
|
IT accounting
|
See accounting.
|
|
|
IT infrastructure
|
"All of the hardware, software, networks, facilities, etc. that are required to develop, test, deliver, monitor, control, or support applications and IT services. The term includes all of the information technology but not the associated people, processes, and documentation. "
|
|
|
IT operations
|
"(ITIL® Service Operation) Activities carried out by IT operations control, including console management/operations bridge, job scheduling, backup and restore, and print and output management. IT operations is also used as a synonym for service operation. "
|
|
|
IT operations control
|
(ITIL® Service Operation) The function responsible for monitoring and control of the IT services and IT infrastructure.
|
|
|
IT service
|
"A service provided by an IT service provider. An IT service is made up of a combination of information technology, people, and processes. A customer-facing IT service directly supports the business processes of one or more customers, and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services. "
|
|
|
IT service continuity plan
|
"(ITIL® Service Design) A plan defining the steps required to recover one or more IT services. The plan also identifies the triggers for invocation, people to be involved, communications, etc. The IT service continuity plan should be part of a business continuity plan. "
|
|
|
IT service management (ITSM)
|
"The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and "
|
|
|
IT Service Management Forum (itSMF)
|
The IT Service Management Forum is an independent organization dedicated to promoting a professional approach to IT service management. The itSMF is a not-for-profit membership organization with representation in many countries around the world (itSMF chapters). The itSMF and its membership contribute to the development of ITIL® and associated IT service management standards.
|
|
|
IT service provider
|
(ITIL® Service Strategy) A service provider that provides IT services to internal or external customers.
|
|
|
ITIL®
|
"A set of best-practice publications for IT service management. Owned by the Cabinet Office (part of HM Government), ITIL® gives guidance on the provision of quality IT services and the processes, functions, and"
|
|
|
key performance indicator (KPI)
|
"(ITIL® Continual Service Improvement) (ITIL® Service Design) A metric that is used to help manage an IT service, process, plan, project, or other activity. Key performance indicators are used to measure the achievement of critical success factors. Many metrics may be measured, but only the most important of these are defined as key performance indicators and used to actively manage and report on the process, IT service, or activity. They should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed."
|
|
|
known error
|
(ITIL® Service Operation) A problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or suppliers.
|
|
|
known error database (KEDB)
|
(ITIL® Service Operation) A database containing all known error records. This database is created by problem management and used by incident and problem management. The known error database may be part of the configuration management system or may be stored elsewhere in the service knowledge management system.
|
|
|
known error record
|
"(ITIL® Service Operation) A record containing the details of a known error. Each known error record documents the lifecycle of a known error, including the status, root cause, and workaround. In some implementations, a known error is documented using additional fields in a problem record."
|
|
|
lifecycle
|
"The various stages in the life of an IT service, configuration item, incident, problem, change, etc. The lifecycle defines the categories for status and the status transitions that are permitted. For example: "
|
|
|
maintainability
|
(ITIL® Service Design) A measure of how quickly and effectively an IT service or other configuration item can be restored to normal working after a failure. Maintainability is often measured and reported as MTRS.
|
|
|
major incident
|
(ITIL® Service Operation) The highest category of impact for an incident. A major incident results in significant disruption to the business.
|
|
|
manual workaround
|
(ITIL® Continual Service Improvement) A workaround that requires manual intervention. Manual workaround is also used as the name of a recovery option in which the business process operates without the use of IT services. This is a temporary measure and is usually combined with another recovery option.
|
|
|
modeling
|
"A technique that is used to predict the future behavior of a system, process, IT service, configuration item, etc. Modeling is commonly used in financial management, capacity management, and availability management. "
|
|
|
normal change
|
(ITIL® Service Transition) A change that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process.
|
|
|
operational level agreement (OLA)
|
"(ITIL® Continual Service Improvement) (ITIL® Service Design) 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. For example, there could be an operational level agreement: "
|
|
|
operations bridge
|
(ITIL® Service Operation) A physical location where IT services and IT infrastructure are monitored and managed.
|
|
|
operations control
|
See IT operations control.
|
|
|
outcome
|
"The result of carrying out an activity, following a process, or delivering an IT service, etc. The term is used to refer to intended results as well as to actual results. "
|
|
|
pattern of business activity (PBA)
|
(ITIL® Service Strategy) 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.
|
|
|
Plan-Do-Check-Act (PDCA)
|
"(ITIL® Continual Service Improvement) A four-stage cycle for process management, attributed to Edward Deming. Plan-Do-Check-Act is also called the Deming Cycle. Plan—design or revise processes that"
|
|
|
post-implementation review (PIR)
|
A review that takes place after a change or a project has been implemented. It determines if the change or project was successful and identifies opportunities for improvement.
|
|
|
PRINCE2®
|
See PRojects IN Controlled Environments.
|
|
|
proactive problem management
|
(ITIL® Service Operation) Part of the problem management process. The objective of proactive problem management is to identify problems that might otherwise be missed. Proactive problem management analyzes incident records and uses data collected by other IT service management processes to identify trends or significant problems.
|
|
|
problem
|
"(ITIL® Service Operation) A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation."
|
|
|
problem record
|
(ITIL® Service Operation) A record containing the details of a problem. Each problem record documents the lifecycle of a single problem.
|
|
|
process
|
"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. It may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities, and work instructions if they are needed."
|
|
|
process control
|
"The activity of planning and regulating a process with the objective of performing the process in an effective, efficient, and consistent manner. "
|
|
|
process manager
|
"A role responsible for the operational management of a process. The process manager’s responsibilities include planning and coordination of all activities required to carry out, monitor, and report on the process. "
|
|
|
process owner
|
"The person who is held accountable for ensuring that a process is fit for purpose. The process owner’s responsibilities include sponsorship, design, change management, and continual improvement of the process and its metrics. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations. "
|
|
|
project
|
"A temporary organization, with people and other assets, that is required to achieve an objective or other outcome. Each project has a lifecycle that typically includes initiation, planning, execution, and closure. Projects are usually managed using a formal methodology, such as PRojects IN Controlled Environments (PRINCE2) or the Project Management Body of Knowledge (PMBOK). "
|
|
|
PRojects IN Controlled Environments
|
The standard UK government methodology for project management. See www.princeofficialsite.com for more information.
|
|
|
(PRINCE2)
|
See also Project Management Body of Knowledge (PMBOK).
|
|
|
Project Management Body of Knowledge
|
A project management standard maintained and published by the Project Management Institute.
|
|
|
(PMBOK)
|
See www.pmi.org for more information.
|
|
|
Project Management Institute (PMI)
|
"A membership association that advances the project management profession through globally recognized standards and certifications, collaborative communities, an extensive research program, and professional development opportunities. PMI is a not-for-profit membership organization with representation in many countries around the world. PMI maintains and publishes the Project Management Body of Knowledge (PMBOK). "
|
|
|
quality
|
"The ability of a product, service, or process to provide the intended value. For example, a hardware component can be considered to be of high quality if it performs as expected and delivers the required reliability. Process quality also requires an ability to monitor effectiveness and efficiency and to improve them if necessary. "
|
|
|
quality assurance (QA)
|
"(ITIL® Service Transition) The process responsible for ensuring that the quality of a service, process, or other service asset will provide its intended value. Quality assurance is also used to refer to a function or team that performs quality assurance. This process is not described in detail within the core ITIL® publications. "
|
|
|
quality management system (QMS)
|
"(ITIL® Continual Service Improvement) The framework of policy, processes, functions, standards, guidelines, and tools that ensures an organization is of a suitable quality to reliably meet business objectives or service levels. "
|
|
|
RACI
|
"(ITIL® Service Design) A model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted and informed."
|
|
|
reciprocal arrangement
|
"(ITIL® Service Design) A recovery option. An agreement between two organizations to share resources in an emergency—for example, high-speed printing facilities or computer room space."
|
|
|
record
|
"A document containing the results or other output from a process or activity. Records are evidence of the fact that an activity took place and may be paper or electronic—for example, an audit report, an incident record, or the minutes of a meeting."
|
|
|
recovery
|
"(ITIL® Service Design) (ITIL® Service Operation) Returning a configuration item or an IT service to a working state. Recovery of an IT service often includes recovering data to a known consistent state. After recovery, further steps may be needed before the IT service can be made available to the users (restoration). "
|
|
|
recovery option
|
"(ITIL® Service Design) A strategy for responding to an interruption to service. Commonly used strategies are manual workaround, reciprocal arrangement, gradual recovery, intermediate recovery, fast recovery, and immediate recovery. Recovery options may make use of dedicated facilities or third-party facilities shared by multiple businesses. "
|
|
|
relationship
|
"A connection or interaction between two people or things. In business relationship management, it is the interaction between the IT service provider and the business. In service asset and configuration management, it is a link between two configuration items that identifies a dependency or connection between them. For example, applications "
|
|
|
release
|
"(ITIL® Service Transition) 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. "
|
|
|
release package
|
"(ITIL® Service Transition) A set of configuration items that will be built, tested, and deployed together as a single release. Each release package will usually include one or more release units. "
|
|
|
release record
|
(ITIL® Service Transition) A record that defines the content of a release. A release record has relationships with all configuration items that are affected by the release. Release records may be in the configuration management system or elsewhere in the service knowledge management system.
|
|
|
release unit
|
"(ITIL® Service Transition) Components of an IT service that are normally released together. A release unit typically includes sufficient components to perform a useful function. For example, one release unit could be a desktop PC, including hardware, software, licenses, documentation, etc. A different release unit may be the complete payroll application, including IT operations procedures and user training. "
|
|
|
release window
|
See change window.
|
|
|
reliability
|
"(ITIL® Continual Service Improvement) (ITIL® Service Design) A measure of how long an IT service or other configuration item can perform its agreed function without interruption. Usually measured as MTBF or MTBSI. The term can also be used to state how likely it is that a process, function, etc. will deliver its required outputs. "
|
|
|
remediation
|
"(ITIL® Service Transition) Actions taken to recover after a failed change or release. Remediation may include back-out, invocation of service continuity plans, or other actions designed to enable the business process to continue."
|
|
|
request for change (RFC)
|
(ITIL® Service Transition) 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 is often misused to mean a change record or the change itself.
|
|
|
request fulfillment
|
(ITIL® Service Operation) The process responsible for managing the lifecycle of all service requests.
|
|
|
request model
|
"(ITIL® Service Operation) A repeatable way of dealing with a particular category of service request. A request model defines specific agreed steps that will be followed for a service request of this category. Request models may be very simple with no requirement for authorization (e.g., password reset) or may be more complex with many steps that require authorization (e.g., provision of an existing IT service). "
|
|
|
resilience
|
"(ITIL® Service Design) The ability of an IT service or other configuration item to resist failure or to recover in a timely manner following a failure. For example, an armored cable will resist failure when put under stress."
|
|
|
resolution
|
"(ITIL® Service Operation) Action taken to repair the root cause of an incident or problem or to implement a workaround. In ISO/IEC 20000, resolution processes is the process group that includes incident and problem management."
|
|
|
resource
|
"(ITIL® Service Strategy) A generic term that 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. "
|
|
|
response time
|
A measure of the time taken to complete an operation or transaction. Used in capacity management as a measure of IT infrastructure performance and in incident management as a measure of the time taken to answer the phone or to start diagnosis.
|
|
|
restoration of service
|
See restore.
|
|
|
restore
|
(ITIL® Service Operation) Taking action to return an IT service to the users after repair and recovery from an incident. This is the primary objective of incident management.
|
|
|
retire
|
(ITIL® Service Transition) Permanent removal of an IT service or other configuration item from the live environment. Being retired is a stage in the lifecycle of many configuration items.
|
|
|
return on investment (ROI)
|
"(ITIL® Continual Service Improvement) (ITIL® Service Strategy) A measurement of the expected benefit of an investment. In the simplest sense, it is the net profit of an investment divided by the net worth of the assets invested. "
|
|
|
rights
|
"(ITIL® Service Operation) Entitlements or permissions granted to a user or role—for example, the right to modify particular data or to authorize a change. "
|
|
|
risk
|
"A possible event that could cause harm or loss or affect the ability to achieve objectives. A risk is measured by the probability of a threat, the vulnerability of the asset to that threat, and the impact it would have if it occurred. Risk can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. "
|
|
|
risk assessment
|
"The initial steps of risk management: analyzing 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. "
|
|
|
risk management
|
"The process responsible for identifying, assessing, and controlling risks. Risk management is also sometimes used to refer to the second part of the overall process after risks have been identified and assessed, as "
|
|
|
role
|
"A set of responsibilities, activities, and authorities assigned to a person or team. A role is defined in a process or function. One person or team may have multiple roles—for example, the roles of configuration manager and change manager may be carried out by a single person. Role is also used to describe the purpose of something or what it is used for."
|
|
|
root cause
|
(ITIL® Service Operation) The underlying or original cause of an incident or problem.
|
|
|
scope
|
"The boundary or extent to which a process, procedure, certification, contract, etc. applies. For example, the scope of change management may include all live IT services and related configuration items; the scope of an ISO/IEC 20000 certificate may include all IT services delivered out of a named data centre."
|
|
|
security
|
See information security management.
|
|
|
security management information system
|
"(ITIL® Service Design) A set of tools, data, and information that is used to support information security management. The security management information system is part of the information security management system. "
|
|
|
(SMIS)
|
See also service knowledge management system.
|
|
|
security policy
|
See information security policy.
|
|
|
service
|
"A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym for core service, IT service, or service package. "
|
|
|
service asset
|
Any resource or capability of a service provider.
|
|
|
service capacity management (SCM)
|
"(ITIL® Continual Service Improvement) (ITIL® Service Design) The sub-process of capacity management responsible for understanding the performance and capacity of IT services. Information on the resources used by each IT service and the pattern of usage over time are collected, recorded, and analyzed for use in the capacity plan. "
|
|
|
service catalog
|
"(ITIL® Service Design) (ITIL® Service Strategy) A database or structured document with information about all live IT services, including those available for deployment. The service catalog is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business and supporting services required by the service provider to deliver customer-facing services. "
|
|
|
service contract
|
"(ITIL® Service Strategy) A contract to deliver one or more IT services. The term is also used to mean any agreement to deliver IT services, whether this is a legal contract or a service level agreement. "
|
|
|
service design package (SDP)
|
"(ITIL® Service Design) Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change, or IT service retirement. "
|
|
|
service desk
|
(ITIL® Service Operation) The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests and also handles communication with the users.
|
|
|
service improvement plan (SIP)
|
(ITIL® Continual Service Improvement) A formal plan to implement improvements to a process or IT service.
|
|
|
service knowledge management system
|
"(ITIL® Service Transition) A set of tools and databases that is used to manage knowledge, information, and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. 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. "
|
|
|
service level
|
Measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target.
|
|
|
service level agreement (SLA)
|
"(ITIL® Continual Service Improvement) (ITIL® Service Design) An agreement between an IT service provider and a customer. A service level agreement 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. "
|
|
|
service level package (SLP)
|
See service option.
|
|
|
service level requirement (SLR)
|
(ITIL® Continual Service Improvement) (ITIL® Service Design) A customer requirement for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets.
|
|
|
service management
|
(ITIL® Service Operation) The expected time that a configuration item will be unavailable due to planned maintenance activity.
|
|
|
service manager
|
"A generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager, or a senior manager with responsibility for IT services overall."
|
|
|
service model
|
"(ITIL® Service Strategy) A model that shows how service assets interact with customer assets to create value. Service models describe the structure of a service (how the configuration items fit together) and the dynamics of the service (activities, flow of resources, and interactions). A service model can be used as a template or blueprint for multiple services."
|
|
|
service option
|
(ITIL® Service Design) (ITIL® Service Strategy) A choice of utility and warranty offered to customers by a core service or service package. Service options are sometimes referred to as service level packages.
|
|
|
service owner
|
(ITIL® Service Strategy) A role responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio.
|
|
|
service package
|
"(ITIL® Service Strategy) 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 and enhancing services. A service package provides a specific level of utility and warranty. Customers may be offered a choice of utility and warranty through one or more service options. "
|
|
|
service pipeline
|
(ITIL® Service Strategy) A database or structured document listing all IT services that are under consideration or development but are not yet available to customers. The service pipeline provides a business view of possible future IT services and is part of the service portfolio that is not normally published to customers.
|
|
|
service portfolio
|
"(ITIL® Service Strategy) The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services and includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services. "
|
|
|
service provider
|
(ITIL® Service Strategy) An organization supplying services to one or more internal customers or external customers. Service provider is often used as an abbreviation for IT service provider.
|
|
|
service reporting
|
"(ITIL® Continual Service Improvement) Activities that produce and deliver reports of achievement and trends against service levels. The format, content, and frequency of reports should be agreed with customers. "
|
|
|
service request
|
"(ITIL® Service Operation) 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 are managed by the request fulfillment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request. "
|
|
|
serviceability
|
"(ITIL® Continual Service Improvement) (ITIL® Service Design) The ability of a third-party supplier to meet the terms of its contract. This contract will include agreed levels of reliability, maintainability, and availability for a configuration item. "
|
|
|
seven-step improvement process
|
"(ITIL® Continual Service Improvement) The process responsible for defining and managing the steps needed to identify, define, gather, process, analyze, present, and implement improvements. The performance of the IT service provider is continually measured by this process and improvements are made to processes, IT services, and IT infrastructure in order to increase efficiency, effectiveness, and cost effectiveness. Opportunities for improvement are recorded and managed in the CSI register. "
|
|
|
shared service unit
|
See Type II service provider.
|
|
|
single point of contact
|
"(ITIL® Service Operation) Providing a single consistent way to communicate with an organization or business unit. For example, a single point of contact for an IT service provider is usually called a service desk. "
|
|
|
SLAM chart
|
"(ITIL® Continual Service Improvement) A service level agreement monitoring chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically color-coded to show whether each agreed service level target has been met, missed, or nearly missed during each of the previous 12 months. "
|
|
|
stakeholder
|
"A person who has an interest in an organization, project, IT service, etc. "
|
|
|
standard change
|
"(ITIL® Service Transition) A pre-authorized change that is low risk, relatively common, and follows a procedure or work instruction—for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request. "
|
|
|
status accounting
|
(ITIL® Service Transition) The activity responsible for recording and reporting the lifecycle of each configuration item.
|
|
|
strategic asset
|
"(ITIL® Service Strategy) Any asset that provides the basis for core competence, distinctive performance, or sustainable competitive advantage or that allows a business unit to participate in business opportunities. Part of service strategy is to identify how IT can be viewed as a strategic asset rather than an internal administrative function."
|
|
|
super user
|
(ITIL® Service Operation) A user who helps other users and assists in communication with the service desk or other parts of the IT service provider. Super users are often experts in the business processes supported by an IT service and will provide support for minor incidents and training.
|
|
|
supplier
|
"(ITIL® Service Design) (ITIL® Service Strategy) A third party responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations. "
|
|
|
supplier and contract management
|
"(ITIL® Service Design) A set of tools, data, and information that is used to support supplier management. "
|
|
|
information system (SCMIS)
|
See also service knowledge management system.
|
|
|
technical management
|
"(ITIL® Service Operation) The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes, and procedures required."
|
|
|
test
|
"(ITIL® Service Transition) An activity that verifies that a configuration item, IT service, process, etc. meets its specification or agreed requirements. "
|
|
|
third party
|
"A person, organization, or other entity that is not part of the service provider’s own organization and is not a customer—for example, a software supplier or a hardware maintenance company. Requirements for third parties are typically specified in contracts that underpin service level agreements. "
|
|
|
third-line support
|
"(ITIL® Service Operation) The third level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems. Each level contains more specialist skills, or has more time or other resources. "
|
|
|
threat
|
"A threat is anything that might exploit a vulnerability. Any potential cause of an incident can be considered a threat. For example, a fire is a threat that could exploit the vulnerability of flammable floor coverings. "
|
|
|
transition
|
"(ITIL® Service Transition) A change in state, corresponding to a movement of an IT service or other configuration item from one lifecycle status to the next. "
|
|
|
trend analysis
|
(ITIL® Continual Service Improvement) Analysis of data to identify time-related patterns. Trend analysis is used in problem management to identify common failures or fragile configuration items and in capacity management as a modeling tool to predict future behavior. It is also used as a management tool for identifying deficiencies in IT service management processes.
|
|
|
tuning
|
"The activity responsible for planning changes to make the most efficient use of resources. Tuning is most commonly used in the context of IT services and components. Tuning is part of capacity management, which also includes performance monitoring and implementation of the required changes. Tuning is also called optimization, particularly in the context of processes and other nontechnical resources. "
|
|
|
Type I service provider
|
(ITIL® Service Strategy) An internal service provider that is embedded within a business unit. There may be several Type I service providers within an organization.
|
|
|
Type II service provider
|
(ITIL® Service Strategy) An internal service provider that provides shared IT services to more than one business unit. Type II service providers are also known as shared service units.
|
|
|
Type III service provider
|
(ITIL® Service Strategy) A service provider
|
|
|
contract (UC)
|
(ITIL® Service Design) A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements.
|
|
|
urgency
|
"(ITIL® Service Design) (ITIL® Service Transition) A measure of how long it will be until an incident, problem, or change has a significant impact on the business. For example, a high-impact incident may have low urgency if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign priority."
|
|
|
user
|
"A person who uses the IT service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly."
|
|
|
utility
|
(ITIL® Service Strategy) The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is able to meet its required outcomes or is fit for purpose. The business value of an IT service is created by the combination of utility and warranty.
|
|
|
validation
|
"(ITIL® Service Transition) An activity that ensures a new or changed IT service, process, plan, or other deliverable meets the needs of the business. Validation ensures that business requirements are met even though these may have changed since the original design."
|
|
|
verification and audit
|
"(ITIL® Service Transition) The activities responsible for ensuring that information in the configuration management system is accurate and that all configuration items have been identified and recorded. Verification includes routine checks that are part of other processes—for example, verifying the serial number of a desktop PC when a user logs an incident. Audit is a periodic, formal check."
|
|
|
vision
|
A description of what the organization intends to become in the future. A vision is created by senior management and is used to help influence culture and strategic planning.
|
|
|
vital business function (VBF)
|
"(ITIL® Service Design) 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."
|
|
|
vulnerability
|
"A weakness that could be exploited by a threat—for example, an open firewall port, a password that is never changed, or a flammable carpet. A missing control is also considered to be a vulnerability. "
|
|
|
warm standby
|
See intermediate recovery.
|
|
|
warranty
|
"(ITIL® Service Strategy) Assurance that a product or service will meet 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. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’ and can be used to determine whether a service is fit for use. The business value of an IT service is created by the combination of utility and warranty. "
|
|
|
work instruction
|
A document containing detailed instructions that specify exactly what steps to follow to carry out an activity. A work instruction contains much more detail than a procedure and is only created if very detailed instructions are needed.
|
|
|
work order
|
A formal request to carry out a defined activity. Work orders are often used by change management and by release and deployment management to pass requests to technical management and application management functions.
|
|
|
workaround
|
"(ITIL® Service Operation) Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available— for example, by restarting a failed configuration item. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record."
|
