Incident Management (IM) – The process responsible for managing the lifecycle of

all incidents. The primary objective of incident management is to return the IT

service to users as quickly as possible.

Asset Management (AM) – The process responsible for tracking and reporting the
value and ownership of financial assets throughout their lifecycle. Asset
management is part of an overall service asset and configuration management
process.

Change Management (CM) – The process responsible for controlling the lifecycle of
all changes. The primary objective of change management is to enable beneficial
changes to be made with minimum disruption to IT services.

Standard Change (SC) – A change that is recurrent, well-known, has been

proceduralized to follow a pre-defined, relatively risk-free path, and is the
accepted response to a specific requirement or set of circumstances, where
authority is effectively given in advance of implementation.

Change Advisory Board (CAB) – A group of people that advises the change manager on
the assessment, prioritization and scheduling of changes. This board is usually
made up of representatives from all areas within the IT service provider, business
and third parties such as suppliers.

Emergency Change Advisory Board (ECAB) – An emergency meeting of the CAB, usually
with a reduced number of members, to consider urgent, high impact changes. Its
membership, which may change from occasion to occasion, therefore needs to
represent the knowledge and authority required in these exceptional circumstances.
In practice, members may make their decisions without a physical meeting.

Change Manager (CM) – The person responsible for the change management process.

Configuration Item (CI) – 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 service level
agreements.

Access Management (AM) – 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 can access or modify the assets. Access management is sometimes
referred to as rights management or identity management.

Continual Service Improvement (CSI) – A stage in the lifecycle of an IT service and

the title of one of the core ITIL books. Continual service improvement is
responsible for managing improvement to IT service management processes and IT
services. The performance of the 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.

Service Desk (SD) – The single point of contact between the service provider and
users. A typical service desk manages incidents and service requests and handles
communication with users.

Service Catalog (SC) – A document (printed or on the intranet or internet) produced

by the IT department to keep its customers and users informed. It provides a brief
overview, in business terms, of all the business and infrastructure services
offered by the IT provider and may include service charges. This information,
together with more detailed technical knowledge will be maintained for internal
use.

Service Owner (SO) – The individual taking primary responsibility for a service,
including its design, objectives and progression.

Information Technology Service Provider (ITSP) – An organization supplying services

to one or more internal customers or external customers, and shared customers.

Service Level Agreement (SLA) – 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.

Risk Management (RM) – Management of the risks to assets through the

identification, selection and use of countermeasures, justified by the identified
risks in terms of their potential impact upon services if failure occurs, and the
reduction of those risks to an acceptable level.

Stakeholder – All people who have an interest in an organization, project, IT

service, etc. Stakeholders may be interested in activities, targets, resources, or
deliverables. Stakeholders may include customers, partners, employees,
shareholders, owners, etc.

Service Knowledge Management System (SKMS) – 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 database. The SKMS stores, manages,
updates, and displays all information that an IT service provider needs to manage
the full lifecycle of IT services.

Business Relations Management (BRM) – The process or function responsible for

maintaining a relationship with the business. Usually includes:

Managing personal relationships with business managers

Ensuring that the information technology service provider (ITSP) is satisfying
customers’ needs.