ITIL Glossary

A
Access management The process responsible for allowing users to make use of IT services, data, or other assets. Access
management implements the policies of information security management and is sometimes referred to as rights
management or identity management.
Alert A notification that a threshold has been reached, something has changed, or a failure has occurred.
Application management The function responsible for managing applications throughout their lifecycle.
Architecture The structure of a system or IT service, including the relationships of components to each other.
Assets Any resource or capability.
Attribute Information held about a configuration item, such as serial number, make, model, and so on.
Availability management The process responsible for ensuring that IT services meet the current and future availability
needs of the business in a cost-effective and timely manner.

B
Baseline A snapshot that is verified against the live environment, which is used as a reference point.
Business case Justification for a significant item of expenditure, identifying costs and benefits, including options
considered.
Business Continuity Management (BCM) The business process responsible for managing risks that could seriously affect
the business and ensuring that critical business functions can be made available following a major disruption, within the
timeframe the business requires. Business continuity management defines what will be required from its IT service
provider in terms of IT service continuity management.
Business Impact Analysis (BIA) Business impact analysis is the activity in business continuity management that identifies
vital business functions and their dependencies. It is used to identify what the business impact will be if an IT service is
unavailable.
Business Relationship Management The process responsible for maintaining a positive relationship with customers. The
business relationship manager’s focus is strategic, ensuring that IT will deliver what is required by the business strategy.

C
Capabilities 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 management The process responsible for ensuring that the capacity of IT services and the IT infrastructure is
able to meet agreed-on capacity- and performance-related requirements in a cost-effective and timely manner. Capacity
management includes three sub processes: business capacity management, service capacity management, and
component capacity management.
Capacity plan A plan drawn up to address the current and future capacity and performance requirements of the
business. It shows current and historic usage of services and components and the expected increase or decrease for
capacity for them over the next 12 to 18 months. It recommends actions to ensure sufficient but not excessive capacity
will be available to match these demands; these actions could include purchase of new equipment and storage or
reallocation of current devices. The plan considers changes in the business, such as downsizing, changes in the demand
for individual services, and technical advances in components, and it puts forward plans to meet a number of possible
scenarios.
Change The addition, modification, or removal of anything that could affect IT services.
Change advisory board (CAB) A group of people who support the assessment, prioritization, authorization, and
scheduling of changes.
Change evaluation The process responsible for formal assessment of a new or changed IT service to ensure that risks
have been managed and to help determine whether to authorize the change.
Change Management The process responsible for controlling the lifecycle of all changes.
Change proposal A high-level description and business case of a potential service or significant change. Once the change
proposal has been authorized, the service will be chartered.
Change record A record containing the details of a change. Each change record documents the lifecycle of a single
change.
Change schedule (CS) A document that lists all authorized changes and their planned implementation dates, as well as
the estimated dates of longer-term changes.
Configuration items (CIs) Any component or other service asset that needs to be managed in order to deliver an IT
service.
Configuration Management database (CMDB) A database used to store configuration records throughout their lifecycle.
Configuration management system (CMS) A set of tools, data, and information that is used to support service asset and
configuration management. It may include a federated approach to managing CMDBs.
Continual service improvement (CSI) Continual service improvement is a phase of the service lifecycle. It is concerned
with the improvement of services, processes, and service management across the whole lifecycle.
Core service A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing
services).
Critical success factor (CSF) Something that must happen if an IT service, process, plan, project, or other activity is to
succeed.
CSI register A database or structured document used to record and manage improvement opportunities throughout
their lifecycle.
Customer Someone who buys goods or services. The customer of an IT service provider is the person or group that
defines and agrees on the service-level targets.

D
Definitive media library (DML) One or more secure locations containing the definitive and authorized versions of all
software. It may also hold license documentation.
Deming cycle The Plan-Do-Check-Act approach to quality management.
Design coordination The process responsible for coordinating all service design activities, processes, and resources.

E
Early-life support The extra support given at the end of deployment until the new or changed service is accepted as fully
operational. The service is reviewed to ensure that it will be able to meet the service targets.
Emergency change A change that must be introduced as soon as possible, for example, to resolve a major incident or
implement a security patch.
Emergency change advisory board (ECAB) A subgroup of the change advisory board that makes assessments and
decisions about emergency changes.
Enabling service A service that is needed in order to deliver a core service.
Enhancing service A service that is added to a core service to make it more attractive to the customer.
Event A change of state that has significance for the management of an IT service or other configuration item.
Event management The process responsible for managing events throughout their lifecycle.

F
Facilities management The function responsible for managing the physical environment where the IT infrastructure is
located.
Financial management The processes responsible for managing an IT service provider’s budgeting, accounting, and
charging requirements.
Follow the sun A form of virtual service desk, with calls routed according to the time of day.
Function A team or group of people and the other resources or tools that are used to carry out a process or process
activities.
Functional escalation Transferring an incident, problem, or change to a technical team with a higher level of expertise or
authority.

G
Governance Ensures that policies and strategy are actually implemented and that required processes are correctly
followed.

H
Hierarchic escalation Informing or involving more senior levels of management in an incident, problem, or change.

I
Impact A measure of the effect of an incident, problem, or change on business processes. Impact and urgency are used
to assign priority.
Incident An unplanned interruption to an IT service or reduction in the quality of an IT service.
Incident management The process responsible for managing the lifecycle of all incidents. It focuses on restoring normal
service as quickly as possible.
Incident record A record containing the details of the lifecycle of a single incident.
Information security management (ISM) The process responsible for ensuring that the confidentiality, integrity, and
availability of an organization’s assets, information, data, and IT services match the agreed needs of the business.
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.
IT service A service provided by an IT service provider. An IT service consists of a combination of information technology,
people, and processes.
IT service continuity management The process responsible for managing risks that could seriously affect IT services. IT
service continuity management supports business continuity management.
IT service management (ITSM) The implementation and management of quality IT services that meet the needs of the
business.
IT service provider A service provider that provides IT services to internal or external customers.

K
Key performance indicators (KPIs) 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.
Knowledge management The process responsible for sharing perspectives, ideas, experience, and information, as well
as for ensuring that these are available in the right place and at the right time.
Known error database (KEDB) A database created by problem management containing all known error records and
workarounds where available.

M
Mean time between failures (MTBF) A metric for measuring and reporting availability, or uptime. MTBF is the average
of the time between when the configuration item starts working until it next fails.
Mean time between service incidents (MTBSI) A metric used for measuring and reporting reliability. It is the mean time
from when a system or IT service fails until it next fails.
Mean time to restore service (MTRS) A metric used for measuring and reporting downtime. MTRS is the average time
taken to restore an IT service or other configuration item after a failure. MTRS is measured from when the configuration
item fails until it is fully restored and delivering its normal functionality.
N
Normal service operation An operational state that is defined as where services and configuration items are performing
within their agreed service and operational levels.

O
Operational-level agreements (OLAs) An agreement between an IT service provider and another part of the same
organization that assists in the provision of services.
Operations management This is also known as IT operations management. It is the function within an IT service provider
that carries out the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations
management includes IT operations control and facilities management.
Outcome The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used
to refer to intended results, as well as to actual results.

P
Patterns of business activity (PBA) 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.
Priority The relative importance of an incident, problem, or change. Priority is based on impact and urgency.
Problem The unknown, underlying cause of one or more incidents.
Problem management The process responsible for managing the lifecycle of all problems. Its purpose is to prevent
problems and resultant incidents from occurring.
Process A process is a structured set of activities designed to accomplish a specific objective. A process takes one or
more defined inputs and turns them into defined outputs.
Projected service outage (PSO) A document that identifies the effect of planned changes, maintenance activities, and
test plans on agreed service levels.

R
RACI A model used to help define roles and responsibilities. RACI stands for Responsible, Accountable, Consulted, and
Informed.
Release and deployment management The process responsible for planning, scheduling, and controlling the build, test,
and deployment of releases and for delivering new functionality required by the business while protecting the integrity
of existing services.
Remediation plan A plan for actions to be taken to recover after a failed change or release. Remediation may include
backout, invocation of service continuity plans, or other actions designed to enable the business process to continue.
Request for change (RFC) A formal proposal for a change to be made. It includes details of the proposed change and
may be recorded on paper or electronically.
Request fulfillment The process responsible for managing the lifecycle of all service requests.
Resources A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT
service. They are often considered to be assets of an organization.
Risk management The approach adopted to identify, document, analyze, and mitigate against the likelihood of potential
impact to a project or service.
Risk register A centralized record of the risks that need to be managed.

S
Service Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve,
without the ownership of specific costs and risks.
Service acceptance criteria (SAC) A set of criteria used to ensure that an IT service meets its functionality and quality
requirements.
Service asset and configuration management (SACM) The process responsible for ensuring that the assets required to
deliver services are properly controlled. It focuses on the management and provision of accurate and reliable
information about those assets and ensures that it is available when and where it is needed.
Service catalog A database or structured document with information about all live IT services, which may include
services available for deployment.
Service catalog management The process responsible for providing and maintaining the service catalog and for ensuring
that it is available to those who are authorized to access it.
Service design A phase in the service lifecycle. Service design includes the design of the services, including governing
practices, processes, and policies required to realize the service provider’s strategy. Its objective is to facilitate the
introduction of services into supported environments.
Service design package (SDP) Document(s) defining all aspects of an IT service and its requirements through each stage
of its lifecycle.
Service desk The single point of contact between the service provider and the users.
Service improvement plan (SIP) A formal plan to implement improvements to a process or IT service.
Service knowledge management system (SKMS) A set of tools and databases that is used to manage knowledge,
information, and data.
Service-level agreement (SLA) A written agreement between the IT service provider and 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.
Service-level management The process responsible for negotiating achievable service level agreements and ensuring
that they are met. It manages SLAs and the associated underpinning agreements and contract and ensures that the
targets for service provision are agreed and managed.
Service-level requirements (SLR) 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 A set of specialized organizational capabilities for providing value to customers in the form of
services.
Service operation A phase in the service lifecycle. Service operation coordinates and carries out the activities and
processes required to deliver and manage services at agreed levels to business users and customers.
Service portfolio The complete set of services that is managed by a service provider. It includes three categories: service
pipeline (proposed or in development), service catalog (live or available for deployment), and retired services.
Service portfolio management The process that manages and maintains the service portfolio. It ensures that the service
provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Service provider An organization supplying services to one or more internal or external customers.
Service strategy A phase in the service lifecycle. Service strategy defines the perspective, position, plans, and patterns
that a service provider needs to execute to meet an organization’s business outcomes.
Service transition A phase in the service lifecycle. Service transition ensures that new, modified, or retired services meet
the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
Service validation and testing The process responsible for validating and testing a new or changed IT service to ensure it
meets the requirements of the business.
seven-step improvement process The process responsible for defining and managing the steps needed to identify,
define, gather, process, analyze, present, and implement improvements.
Standard change A preauthorized change that is low-risk, is relatively common, and follows a procedure or work
instruction.
Supplier management The process responsible for obtaining value for money from suppliers, ensuring that all contracts
and agreements with suppliers support the needs of the business, and ensuring that all suppliers meet their contractual
commitments.

T
Technical management The function responsible for providing technical skills in support of IT services and management
of the IT infrastructure.
Transition planning and support The process responsible for planning all service transition processes and coordinating
the resources they require.
U
Underpinning contracts (UC) A contract between an IT service provider and a third party. The third party provides goods
or services that support the delivery of an IT service to a customer.
Urgency A measure of how long it will be until an incident, problem, or change has a significant impact on the business.
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 The functionality offered by a product or service to meet a particular need or whether it is fit for purpose.

V
Vital Business Function (VBF) Part of a business process that is critical to the success of the business.

W
Warranty The assurance that a product or service will meet the agreed requirements, fit for use.
Workaround A means of reducing or eliminating the impact of an incident or problem (often by the service desk) for
which a full resolution is not yet available.