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100 Cards in this Set

  • Front
  • Back
Define "active monitoring"
Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status.
Define "alert"
A warning that a threshold has been reached, something has changed, or a Failure has occured. Alerts are often created and managed by System Management tools and are managed by the Event Management Process.
Define "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.
Define "automatic call distribution ("ACD")"
Use of Information Technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated Call Distribution.
Define "availability"
Ability of a Configuration Item or an IT Service 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 using measurements of the Business output of the IT Service
Define "backup"
Copying data to protect against loss of Integrity or Availability of the original
Define "budgeting"
The Activity of predicting and controlling the spending of money. Consists of a periodic negotiation cycle to set future Budgets (usually annual) and the day-to-day monitoring and adjusting of current Budgets.
Define "business case"
Justification for a significant item of expenditure. Includes information about Costs, benefits, options, issues, Risks, and possible problems.
Define "business objective"
The Objective of a Business Process, or of the Business as a whole. Business Objectives support the Business Vision, provide guidance for the IT Strategy and are often supported by IT Services.
Define "business relationship management"
The Process or Function responsible for maintaining a Relationship with the Business. Business Relationship Management usually includes:
* Managing personal Relationships with Business managers
* Providing input to Service Portfolio Management
* Ensuring that the IT Service Provider is satisfying the Business needs of the Customers.

This Process has strong links with Service Level Management.
Define "call"
A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged.
Define "call centre"
An Organisation or Business Unit that handles large numbers of incoming and outgoing telephone calls.
Define "call type"
A Category that is used to distinguish incoming requests to a Service Desk. Common call types are Incident, Service Request and Complaint.
Define "capacity"
The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capcity may be the size or volume, for example, a disk drive.
Define "change advisory board ("CAB")"
The addition modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Process, Documentation, etc.
Define "change schedule"
A Document that lists all approved Changes and their planned implementation dates. A Change Schedule is sometimes called a Forward Schedule of Change, even though it also contains information about Changes that have already been implemented.
Define "computer telephony integration ("CTI")"
Computer Telephony Integration ("CTI") is a general term covering any kind of integration between computers and telephone Systems. It is most commonly used to refer to systems where an Application displays details screens related to incoming or outgoing telephone calls.
Define "configuration item"
Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the control of Change Management. CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs.
Define "configuration management"
The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process.
Define "configuration management system ("CMS")"
A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and it may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collectin, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes.
Define "continual service improvement ("CSI")"
A stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications. Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of an IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness and Cost Effectiveness.
Define "critical success factor ("CSF")"
Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are used to measure the achievement of each CSF. For example a CSF of 'protect IT Services when making Changes' could be measured by KPIs such as 'percentage reduction of unsuccessful Changes', 'percentage reduction in Changes causing Incidents', etc.
Define "dashboard"
A graphical representation of overall IT Service Performance and Availability. Dashboard images may be updated in real-time, and can also be included in management reports and web pages. Dashboard can be used to support Service Level Management, Event Management or Incident Diagnosis.
Define "detection"
A stage in the Incident Lifecycle. Detection results in the Incident becoming known to the Service Provider. Detection can be automatic, or can be the result of a user logging an Incident.
Define "diagnosis"
A stage in the Incident and Problem lifecycles. The purpose of Diagnosis is to identify a Workaround for an Incident or the Root Cause of a Problem.
Define "diagnostic script"
A structured set of questions used by Service Desk staff to ensure they are the correct questions and to help them Classify, Resolve and assign Incidents. Diagnostic Scripts may also be made available to Users to help them diagnose and resolve their own Incidents.
Define "downtime"
The time when a Configuration Item or IT Service is not Available during its Agreed Service Time. The Availability of an IT Service is often calculated from Agreed Service Time and Downtime.
Define "early life support"
Support provided for a new or Changed IT Service for a period of time after it is Released. During Early Life Support the IT Service Provider may review the KPIs, Service Levels and Monitoring Thresholds, and provide additional Resources for Incident and Problem Management.
Define "error"
A design flaw or malfunction that causes a Failure of one or more Configuration Items or IT Services. A mistake made by a person or a faulty Process that affects a CI or IT Service is also an Error.
Define "escalation"
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.
Define "event"
A change of stat that has significance for the management of a Configuration Item or IT Service.

The term Event 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.
Define "failure"
Loss of ability to Operate to Specification, or to deliver the required output. The term Failure may be used when referring to IT Services, Processes, Activities, Configuration Items, etc. A Failure often causes an Incident.
Define "first-line support"
The first level in a hierarchy of Support Groups involved in the resolution of Incidents. Each level contains more specialist skills, or has more time or other resources.
Define "follow the sun"
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..
Define "fulfilment"
Performing Activities to meet a need or Requirement. For example ,by providing a new IT Service, or meeting a Service Request.
Define "function"
A team or group of people and the tools they use to carry out one or more Processes or Activities. For example the Service Desk.

The term Function also has two other meanings:
* An intended purpose of a Configuration Item, Person, Team, Process, or IT Service. For example one Function of an e-mail Service may be to store and forward outgoing mails, on Function of a Business Process may be to dispatch goods to Customers.
* To perform the intended purpose correctly, 'The computer is Functioning'.
Define "functional escalation"
Transferring an Incident, Problem or Change to a technical team with a higher level of expertise to assist in an Escalation.
Define "hierarchic escalation"
Informing or involving more senior levels of management to assist in an Escalation.
Define "identity"
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 Roles. Example identities might be the username SmithJ or the Role ‘Change manager’.
Define "impact"
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.
Define "incident"
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.
Define "incident record"
A Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident.
Define "information security management"
The Process that ensures the Confidentiality, Integrity and Availability of an Organisation’s Assets, information, data and IT Services. Information Security Management usually forms part of an Organisational approach to Security Management that has a wider scope than the IT Service Provider, and includes handling of paper, building access, phone calls, etc. for the entire Organisation.
Define "information security policy"
The Policy that governs the Organisation’s approach to Information Security Management.
Define "interactive voice response"
A form of Automatic Call Distribution that accepts User input, such as key presses and spoken commands, to identify the correct destination for incoming Calls.
Define "Ishikawa diagram"
A technique that helps a team to identify all the possible causes of a Problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.
Define "IT operations"
Activities carried out by IT Operations Control, including Console Management, Job Scheduling, Backup and Restore, and Print and Output Management. IT Operations is also used as a synonym for Service Operation.
Define "IT operations control"
The Function responsible for Monitoring and Control of the IT Services and IT Infrastructure.
Define "IT operations management"
The Function within an IT Service Provider that performs the daily Activities needed to manage IT Services and the supporting IT Infrastructure. IT Operations Management includes IT Operations Control and Facilities Management.
Define "IT service continuity plan"
A Plan defining the steps required to Recover one or more IT Services. The Plan will also identify the triggers for Invocation, people to be involved, communications, etc. The IT Service Continuity Plan should be part of a Business Continuity Plan.
Define "job scheduling"
Planning and managing the execution of software tasks that are required as part of an IT Service. Job Scheduling is carried out by IT Operations Management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year.
Define "Kepner and Tregoe analysis"
A structured approach to Problem solving. The Problem is analysed in terms of what, where, when and extent. Possible causes are identified. The most probable cause is tested. The true cause is verified.
Define "key performance indicator"
A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed.
Define "known error"
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.
Define "known error database"
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 is part of the Service Knowledge Management System.
Define "live environment"
A controlled Environment containing Live Configuration Items used to deliver IT Services to Customers.
Define "major incident"
The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.
Define "middleware"
Software that connects two or more software Components or Applications. Middleware is usually purchased from a Supplier, rather than developed within the IT Service Provider.
Define "monitoring"
Repeated observation of a Configuration Item, IT Service or Process to detect Events and to ensure that the current status is known.
Define "operation"
Day-to-day management of an IT Service, System, or other Configuration Item. Operation is also used to mean any pre-defined Activity or Transaction. For example loading a magnetic tape, accepting money at a point of sale, or reading data from a disk drive.
Define "operational level agreement"
An Agreement between an IT Service Provider and another part of the same Organisation. An OLA supports the IT Service Provider’s delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA:
* Between the IT Service Provider and a procurement department to obtain hardware in agreed times
* Between the Service Desk and a Support Group to
provide Incident Resolution in agreed times.
Define "operations bridge"
A physical location where IT Services and IT Infrastructure are monitored and managed.
Define "outcome"
The result of carrying out an Activity; following a Process; delivering an IT Service, etc. The term Outcome is used to refer to intended results, as well as to actual results.
Define "pain value analysis"
A technique used to help identify the Business Impact of one or more Problems. A formula is used to calculate Pain Value based on the number of Users affected, the duration of the Downtime, the Impact on each User, and the cost to the Business (if known).
Define "passive monitoring"
Monitoring of a Configuration Item, an IT Service or a Process that relies on an Alert or notification to discover the current status.
Define "priority"
A Category used to identify the relative importance of an Incident, Problem or Change. Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken. For example the SLA may state that Priority 2 Incidents must be resolved within 12 hours.
Define "proactive problem management"
Part of the Problem Management Process. The Objective of Proactive Problem Management is to identify Problems that might otherwise be missed. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management Processes to identify trends or significant problems.
Define "problem"
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.
Define "problem record"
A Record containing the details of a Problem. Each Problem Record documents the Lifecycle of a single Problem.
Define "project"
A temporary Organisation, with people and other Assets required to achieve an Objective or other Outcome. Each Project has a Lifecycle that typically includes initiation, Planning, execution, Closure, etc. Projects are usually managed using a formal methodology such as PRINCE2.
Define "recovery"
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).
Define "resolution"
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.
Define "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.
Define "restore"
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.
Define "risk management"
The Process responsible for identifying, assessing and controlling Risks.
Define "root cause"
The underlying or original cause of an Incident or Problem.
Define "root cause analysis"
An Activity that identifies the Root Cause of an Incident or Problem. RCA typically concentrates on IT Infrastructure failures.
Define "second-line support"
The second 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.
Define "service asset and configuration management"
The Process responsible for both Configuration Management and Asset Management.
Define "service catalogue"
A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.
Define "service design"
A stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See also Design.
Define "service hours"
An agreed time period when a particular IT Service should be Available. For example, ‘Monday–Friday 08:00 to 17:00 except public holidays’. Service Hours should be defined in a Service Level Agreement.
Define "service knowledge management system"
A set of tools and databases that are used to manage knowledge and information. The SKMS includes the Configuration Management System, as well as other tools and databases. The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services.
Define "service level agreement"
An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers.
Define "service level target"
A commitment that is documented in a Service Level Agreement. Service Level Targets are based on Service Level Requirements, and are needed to ensure that the IT Service design is Fit for Purpose. Service Level Targets should be SMART, and are usually based on KPIs.
Define "service portfolio"
The complete set of Services that are 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 Catalogue (Live or available for Deployment); and Retired Services.
Define "service request"
A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
Define "shift"
A group or team of people who carry out a specific Role for a fixed period of time. For example there could be four shifts of IT Operations Control personnel to support an IT Service that is used 24 hours a day.
Define "single point of contact"
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.
Define "standard change"
A pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. For example, password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request.
Define "storage management"
The Process responsible for managing the storage and maintenance of data throughout its Lifecycle.
Define "super user"
User who helps other Users, and assists in communication with the Service Desk or other parts of the IT Service Provider. Super Users typically provide support for minor Incidents and training.
Define "supplier"
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 Organisations. See also Underpinning Contract, Supply Chain.
Define "support group"
A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes.
Define "technical observation"
A technique used in Service Improvement, Problem investigation and Availability Management. Technical support staff meet to monitor the behaviour and Performance of an IT Service and make recommendations for improvement.
Define "third-line support"
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.
Define "threshold"
The value of a Metric that should cause an Alert to be generated, or management action to be taken. For example ‘Priority 1 Incident not solved within four hours’, ‘more than five soft disk errors in an hour’, or ‘more than 10 failed changes in a month’.
Define "urgency"
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.
Define "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.
Define "workaround"
educing 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.