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Access Management The process responsible for allowing users to make use of IT services, data, or other assets. Access Management helps to protect the confidentiality, integrity, and availability of assets by ensuring that only authorized users are able to access or modify the assets. Access Management is sometimes referred to as rights management or identity management. accounting The method used by an organization to track financial data, including investments and expenditures, to determine if the costs of providing a service are within 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 A warning 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. AMIS (Availability Management Information System) A virtual repository of all Availability Management data, usually stored in multiple physical locations. Analyze The second step of the SPM process, where services are prioritized and aligned with demand in an effort to maximize the portfolio value. APMG (APM Group) Since 2006, this organization has defined the ITIL exams, qualification schemes, and certification systems. Application Management The function responsible for managing applications throughout their lifecycle. application service provisioning A service delivery model in which an external service provider provides IT services from a remote location via a network. Approve The third step of the SPM process, in which select services are authorized and assigned resources. asset management The process responsible for tracking and reporting the value and ownership of financial assets throughout their lifecycle. Asset management is part of the overall SACM process.
a process. Internal. baseline A benchmark used as a reference point. maintainability. A benchmark can be created for a configuration. processes. Innovation. a benchmark can be used in CSI to establish the current state for managing improvements. or capacity management to document performance characteristics during normal operations. . For example: An ITSM baseline can be used as a starting point to measure the effect of a SIP. BSM (Business Service Management) An approach to the management of IT services that considers the supported business processes and the provided business value. It is a best practice to calculate availability using the measurements of the business output of the IT service. serviceability. This term also means the management of business services delivered to business customers. Availability is usually calculated as a percentage. It serves as the basis for an IT service recovery plan. benchmark The recorded state of something at a specific point in time. For example. and improving all aspects of the availability of IT services. Availability Management Information System See AMIS. planning. or any other set of data. and security. operations. tools. ____________________________________________ B balanced score card A measurement tool used in CSI that uses four different linked perspectives in order to ensure you have a balanced and complete view of the value associated with the improvement: Customer. Availability Management is responsible for ensuring that all IT infrastructure. budgeting The activity of predicting and controlling the spending of money. Availability is determined by reliability. performance. A performance baseline can be used to measure changes in performance over the lifetime of an IT service. Availability Management The process responsible for defining. measuring.availability The ability of a CI or IT service to perform its agreed function when required. and Financial. and roles are appropriate for the agreed upon service level targets for availability. analyzing. A configuration management baseline can be used to enable the IT infrastructure to be restored to a known configuration if a change or release fails. This calculation is often based on agreed service time and downtime. BIA (Business Impact Analysis) A plan that identifies the impact of a interruption on a business' finances. and customers.
risks. The plan contains scenarios for different predictions of business demand. capacity plan A plan used to manage the resources required to deliver IT services. Business Impact Analysis See BIA. Capacity Management Information System See CMIS. and costed options to deliver the agreed Service Level Targets.Business Capacity Management In the context of ITSM. and third parties such as suppliers. options. capacity The maximum throughput that a CI or IT service can deliver while meeting agreed upon service level targets. . This board is usually made up of representatives from all areas including the IT service provider. medium. issues. and possible problems. and long term business requirements. for example. capability The ability of an organization to utilize its resources to successfully carry out an activity. Capacity Management considers all resources required to deliver the IT service. ____________________________________________ C CAB (Change Advisory Board) A group of people that advises the change manager in the assessment. the business. Business Service Management See BSM. For some types of CIs. and plans for short. business case A well-reasoned and structured document that justifies the need for a particular project. Capacity Management The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to deliver agreed upon service level targets in a cost effective and timely manner. a disk drive. benefits. prioritization. Includes information about costs. and scheduling of changes. Business Capacity Management is the activity responsible for understanding future business requirements for use in the capacity plan. business process outsourcing A service delivery model that uses an external organization to provide and/or manage another organization's processes. capacity may be the size or volume of the item.
Charter The final step of the SPM process. CMS (Configuration Management System) A set of tools and databases that are used to manage an IT service provider's configuration data. and formal documentation such as process documentation and SLAs. The CMS includes tools for collecting. The CMS is maintained by configuration management and is used by all IT service management processes. with minimal disruption to IT services. and users.change The addition. and each CMDB stores attributes of CIs and relationships with other CIs. budget plan. change management The process responsible for controlling the lifecycle of all changes. problems. processes. or removal of anything that could have an effect on IT services. suppliers. in which the action plan. CMDB (Configuration Management Database) A database used to store configuration records throughout their lifecycle. usually stored in multiple physical locations. and presenting data about all configuration items and their relationships. business units. storing. The scope should include all IT services. updating. locations. and releases. CIs typically include IT services. hardware. CIs. CIs are under the control of change management. Change Advisory Board See CAB. documentation. The CMS maintains one or more CMDBs. CI (configuration item) Any component that needs to be managed in order to deliver an IT service. chargeback A pricing model in which an itemized bill of services is sent to a department describing the cost of the services rendered. known errors. . people. modification. etc. buildings. co-sourcing A service delivery model that uses both internal and external service providers to manage IT services. software. managing. and resources for approved services are outlined in a formal charter. The CMS also includes information about incidents. change request See RFC. changes. Information about each CI is recorded in a configuration record within the CMS and is maintained throughout its lifecycle by configuration management. The primary objective of change management is to enable beneficial changes to be made. and may contain corporate data about employees. customers. CMIS (Capacity Management Information System) A virtual repository of all capacity management data.
or IT service is to succeed. releases. Continual Service Improvement A stage in the Service Lifecycle and the title of one of the core ITIL publications. Configuration management is part of the overall SACM process.Component Capacity Management The process responsible for understanding the capacity. IT services. A configuration baseline is used as a basis for future builds. Configuration Management System See CMS. and analyzed for use in the capacity plan. including their relationships. utilization. The performance of the IT service provider is continually measured. and performance of configuration items. and improvements are made to processes. This information is managed throughout the lifecycle of the CI. and changes. a CSF of "Protect IT services when making changes” could be measured by KPIs such as “Percentage reduction of unsuccessful changes. CSF (critical success factor) Something that must happen if a process. plan. Configuration Management Database See CMDB. Continual Service Improvement is responsible for managing improvements to IT service management processes and IT services. configuration baseline A baseline of a configuration that has been formally agreed on and is managed through the change management process.” customer-based SLA An agreement that includes all services that are required for a specific customer or customer group.” and “Percentage reduction in changes causing incidents. contract A legally binding agreement among two or more parties. Data is collected. and cost effectiveness. project. For example. and IT infrastructure in order to increase efficiency. recorded. KPIs are used to measure the achievements of each CSF. effectiveness. ____________________________________________ D Define . configuration item See CI. configuration management The process responsible for maintaining information about the CIs required to deliver an IT service.
the IT service provider may review the KPIs. in which the entire catalog of existing and proposed services of a particular provider are inventoried. and monitoring thresholds. ____________________________________________ E early life support See ELS. Definitive Media Library See DML. ECAB membership may be decided at the time a meeting is called. ECAB (Emergency Change Advisory Board) A subset of the CAB who make decisions about high impact emergency changes. direct cost A cost for an activity or service than can be charged to a specific project or customer. Only software from the DML is acceptable for use in a release. The DML may also contain associated CIs such as licenses and documentation. information. ELS (early life support) Support provided for a new or changed IT service for a period of time after it is released. to the live environment. and depends on the nature of the emergency change. etc. definitive spares IT assets in a secure store that are maintained at the same level as their operational equivalents for the sake of greater reliability and faster recovery. processes. deployment The activity responsible for the movement of new or changed hardware. DIKW (Data-to-Information-to-Knowledge-to-Wisdom) A way of understanding the relationships among data. knowledge. DIKW shows how each of these builds on the others. documentation. demand management A process of the Service Strategy phase that balances the supply of a service to the demand for the service. All software in the DML is under the control of change and release management and is recorded in the CMS. software. service levels. . and wisdom. and provide additional resources for incident and problem management.The first step of the SPM process. DML (Definitive Media Library) One or more locations in which the definitive and approved versions of all software CIs are securely stored. During ELS. The DML is a single logical storage area even if there are multiple locations.
. processes. financial management The process responsible for providing management with data in order to make the best possible use of its money. ____________________________________________ F Facilities Management The function responsible for managing the physical environment where the IT infrastructure is located. Event Management The process responsible for managing events throughout their lifecycle. and the time to repair. CI. building access management. and often lead to incidents being logged. for example. An IT service provider may have both internal customers and external customers. problem management. Facilities management includes all aspects of managing the physical environment. Events typically require IT operations personnel to take actions. failure The loss of ability to operate to specification. and restore the service. Event Management is one of the main activities of IT operations. activities.emergency change A change that must be introduced as soon as possible. Escalation may be needed within any IT service management process. A failure often causes an incident. escalation An activity that obtains additional resources when these are needed to meet service level targets or customer expectations. but is most commonly associated with incident management. There are two types of escalation: functional escalation and hierarchic escalation. and the management of customer complaints. recover. power and cooling. record. The term event is also used to mean an alert or notification created by any IT service. and diagnose the incident. or to deliver the required output. configuration items. Expanded Incident Lifecycle A model that is used to investigate a specific incident and identify the time to detect. Emergency Change Advisory Board See ECAB. event A change of state which has significance for the management of a CI or IT service. The term failure may be used when referring to IT services. and environmental monitoring. or monitoring tool. etc. external service provider An IT service provider that is part of a different organization than their customer.
and that required processes are correctly followed. measuring and reporting. ____________________________________________ I identity A unique name that is used to identify a user. and taking actions to resolve any identified issues. person. The identity is used to grant rights to that user. function A team or group of people and the tools they use to carry out one or more processes or activities. Governance includes defining roles and responsibilities. A Help Desk is usually more technically focused than a Service Desk and does not provide a single point of contact for all interaction. high availability An approach or design that minimizes or hides the effects of CI failures on the users of an IT service. High availability solutions are designed to achieve an agreed upon level of availability and make use of techniques such as fault tolerance." . and fast recovery to reduce the number of incidents and the impact of incidents. ____________________________________________ H Help Desk A point of contact for users to log incidents. resilience. hierarchical escalation Informing or involving more senior levels of management to assist in an escalation. ____________________________________________ G good practice A method that has proven itself in practice. functional escalation Transferring an incident. governance Ensuring that policies and strategy are actually implemented. The term Help Desk is often used as a synonym for Service Desk. or role. the Service Desk. or role. problem. or change to a technical team with a higher level of expertise to assist in an escalation. For example. Example identities might be the username SmithJ or the role "Change manager. person.fixed cost A relatively constant expense that is independent of business activity.
IT Operations Control The function responsible for monitoring and controlling the IT services and IT infrastructure. For example. incident An unplanned interruption to an IT service or a reduction in the quality of an IT service. The primary objective of Incident Management is to return the IT service to users as quickly as possible. or change on business processes. phone calls etc. ISMS (Information Security Management System) The framework of policies. a failure of one disk from a mirror set. guidelines. IT Operations Management The function within an IT service provider which performs the daily activities needed to manage IT services and the supporting IT infrastructure. for the entire organization. Information Security Management System See ISMS. and tools that ensures an organization can achieve its Information Security Management objectives. Incident Management The process responsible for managing the lifecycle of all incidents. Impact and urgency are used to assign priority. information. processes. It is very difficult to measure the value towards a particular project. which has a wider scope than the IT service provider. and includes handling information on paper. internal service provider An IT service provider that is part of the same organization as their customer. Impact is often based on how service levels will be affected. Information Security Management The process that ensures the confidentiality. insourcing A service delivery model that uses an internal service provider to manage IT services. data. An IT service provider may have both internal customers and external customers. problem. building access. standards. IT Operations Management includes IT Operations Control and Facilities Management.impact A measure of the effect of an incident.. . The failure of a CI that has not yet impacted service is also an incident. and IT services. Information Security Management usually forms part of an organizational approach to security management. and availability of an organization's assets. indirect cost A cost for an activity or service that benefits multiple projects and customers. integrity. improvement A measurable realignment of the service that better meets customer expectations. See also operations bridge.
analyzing. IT Service Continuity Management The process responsible for managing risks that could seriously impact IT services. ____________________________________________ J job scheduling The execution of standard and mostly automated reports. storing. technologies. particularly through publications in the ITSM Library series. ____________________________________________ K knowledge management The process responsible for gathering. itSMF (IT Service Management Forum) A global non-profit organization that supports IT service management. or routines that are run to monitor various services. The plan will also identify the triggers for invocation. communications. and information technology. people to be involved. by reducing the risk to an acceptable level and planning for the recovery of IT services. ITIL (Information Technology Infrastructure Library) A community-defined framework and library of IT service management best practices. queries. IT service continuity plan A plan defining the steps required to recover one or more IT services. etc. or applications. IT Service Continuity Management should be designed to support business continuity management. ITSM (IT Service Management) The implementation and management of quality IT services that meet the needs of the business. process. The primary purpose of knowledge management is to improve efficiency by reducing the need to rediscover knowledge. IT Service Management See ITSM. IT Service Continuity Management ensures that the IT service provider can always provide the minimum agreed upon service levels. knowledge process outsourcing . and sharing knowledge and information within an organization.IT service continuity A measure of the ability of an organization to resolve a critical service interruption. ITSM is performed by IT service providers through an appropriate mix of people. The IT service continuity plan should be part of a business continuity plan.
multi-level SLA An agreement that uses a tiered approach to define the services needed by different groups. Many metrics may be measured. ____________________________________________ L ____________________________________________ M maintainability A measure of how quickly and effectively a CI or IT service can be restored to normal working after a failure. Maintainability is also used in the context of software or IT service development to mean the ability to be changed or repaired easily. This database is created by problem management and used by incident and problem management. IT service. KPIs should be selected to ensure that efficiency. known error A problem that has a documented root cause and a workaround.A service delivery model that uses an external organization for its specialized domain knowledge. and cost effectiveness are all managed. Known errors are created and managed throughout their lifecycle by problem management. or different levels of management. or activity. known error database A database containing all known error records. ____________________________________________ . KPI (Key Performance Indicator) A metric that is used to help manage a process. See CSF. but only the most important of these are defined as KPIs and used to actively manage and report on the process. effectiveness. measurement design A way to create metrics that measure the capability and performance of processes associated with a Lifecycle phase. or activity. Maintainability is often measured and reported as MTRS. IT service. multi-sourcing A relationship between two organizations that involves working closely together for common goals or a mutual benefit. Often known as a partnership. metric A measurement of whether a variable has met its defined goal. The known error database is part of the SKMS. Known errors may also be identified by development or suppliers.
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