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ITIL - Internet Glossary Category: Technical and IT Date & country: 08/05/2017, NL Words: 576

service portfolio management
(SPM) (ITIL Service Strategy) The process responsible for managing the service portfolio. Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management considers services in terms of the business value that they provide.

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 catalogue (or available for deployment), and retired services. See also customer agreement portfolio; service portfolio management.

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. See also IT service.

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 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. See also business relationship management.

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 operation
(ITIL Service Operation) A stage in the lifecycle of a service. 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 operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfilment, problem management, and access management. Service operation also includes the following functions: service desk, technical management, IT operations management, and application management. Although these processes and functions are associated with service operation, most processes and functions have activities that take place across multiple stages of the service lifecycle. See also operation.

service maintenance objective
(SMO) (ITIL Service Operation) The expected time that a configuration item will be unavailable due to planned maintenance activity.

service management
A set of specialized organizational capabilities for providing value to customers in the form of services.

service management lifecycle
See service lifecycle.

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 level target
(ITIL Continual Service Improvement) (ITIL Service Design) 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 is able to meet business objectives.

service lifecycle
An approach to IT service management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services. The service lifecycle approach considers the strategy, design, transition, operation and continual improvement of IT services. Also known as service management lifecycle.

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 level management
(SLM) (ITIL Service Design) The process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements.

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. See also operational level agreement.

service knowledge management system
(SKMS) (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, analysing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services. See also knowledge management.

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 improvement plan
(SIP) (ITIL Continual Service Improvement) A formal plan to implement improvements to a process or IT service.

service hours
(ITIL Service Design) 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.

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 failure analysis
(SFA) (ITIL Service Design) A technique that identifies underlying causes of one or more IT service interruptions. Service failure analysis identifies opportunities to improve the IT service provider’s processes and tools, and not just the IT infrastructure. It is a time-constrained, project-like activity, rather than an ongoing process of analysis.

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 culture
A customer-oriented culture. The major objectives of a service culture are customer satisfaction and helping customers to achieve their business objectives.

service design
(ITIL Service Design) A stage in the lifecycle of a service. Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: design coordination, service catalogue management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management.

service continuity management
See IT service continuity management.

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 catalogue management
(ITIL Service Design) The process responsible for providing and maintaining the service catalogue and for ensuring that it is available to those who are authorized to access it.

service change
Se echange.

service charter
(ITIL Service Design) (ITIL Service Strategy) A document that contains details of a new or changed service. New service introductions and significant service changes are documented in a charter and authorized by service portfolio management. Service charters are passed to the service design lifecycle stage where a new or modified service design package will be created. The term charter is also used to describe the act of authorizing the work required by each stage of the service lifecycle with respect to the new or changed service. See also change proposal; service portfolio; service catalogue.

service capacity management
(SCM) Information on the resources used by each IT service and the pattern of usage over time are collected, recorded and analysed for use in the capacity plan. See also business capacity management; component capacity management.

service catalogue
(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 catalogue 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. See also customer agreement portfolio; service catalogue management.

service asset and configuration management
(SACM) (ITIL Continual Service Improvement) (ITIL Service Design) The sub-process of capacity management responsible for understanding the performance and capacity of IT services.

service asset
(ITIL Service Transition) The process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. See also configuration management system.

service analytics
(ITIL Service Strategy) A technique used in the assessment of the business impact of incidents. Service analytics models the dependencies between configuration items, and the dependencies of IT services on configuration items.

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. See also utility; warranty.

service acceptance criteria
(SAC) (ITIL Service Transition) A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the IT service provider is ready to operate the new IT service when it has been deployed. See also acceptance.

security policy
See information security policy.

separation of concerns
(SoC) An approach to designing a solution or IT service that divides the problem into pieces that can be solved independently. This approach separates what is to be done from how it is to be done.

server
(ITIL Service Operation) A computer that is connected to a network and provides software functions that are used by other computers.

second-line support
(ITIL Service Operation) 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.

security
See information security management.

security management
See information security management.

security management information system
(SMIS) (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. See also service knowledge management system.

Sarbanes-Oxley
(SOX) US law that regulates financial practice and corporate governance.

scalability
The ability of an IT service, process, configuration item etc. to perform its agreed function when the workload or scope changes.

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.

root cause
(ITIL Service Operation) The underlying or original cause of an incident or problem.

root cause analysis
(RCA) (ITIL Service Operation) An activity that identifies the root cause of an incident or problem. Root cause analysis typically concentrates on IT infrastructure failures. See also service failure analysis.

running costs
See operational costs.

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.

risk assessment
The initial steps of risk management: analysing 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 in ‘risk assessment and management’. This process is not described in detail within the core ITIL publications. See also risk assessment.

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.

review
An evaluation of a change, problem, process, project etc. Reviews are typically carried out at predefined points in the lifecycle, and especially after closure. The purpose of a review is to ensure that all deliverables have been provided, and to identify opportunities for improvement. See also change evaluation.

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.

return to normal
(ITIL Service Design) The phase of an IT service continuity plan during which full normal operations are resumed. For example, if an alternative data centre has been in use, then this phase will bring the primary data centre back into operation, and restore the ability to invoke IT service continuity plans again.

return on assets
(ROA) (ITIL Service Strategy) A measurement of the profitability of a business unit or organization. Return on assets is calculated by dividing the annual net income by the total value of assets. See also return on investment.

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. See also net present value; value on investment.

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.

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.

responsiveness
A measurement of the time taken to respond to something. This could be response time of a transaction, or the speed with which an IT service provider responds to an incident or request for change etc.

restoration of service
See restore.

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.

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.

resolution processes
The ISO/IEC 20000 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. See also capability; service asset.

requirement
(ITIL Service Design) A formal statement of what is needed – for example, a service level requirement, a project requirement or the required deliverables for a process. See also statement of requirements.

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 armoured cable will resist failure when put under stress. See also fault tolerance.

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 fulfilment
(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). See also request fulfilment.

repair
(ITIL Service Operation) The replacement or correction of a failed configuration item.

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. See also availability.

release window
See change window.

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, licences, documentation etc. A different release unit may be the complete payroll application, including IT operations procedures and user training.

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 identification
(ITIL Service Transition) A naming convention used to uniquely identify a release. The release identification typically includes a reference to the configuration item and a version number – for example, Microsoft Office 2010 SR2.

release management
See release and deployment management.

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.

relationship processes
The ISO/IEC 20000 process group that includes business relationship management and supplier management.

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 and deployment management
(ITIL Service Transition) 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.

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 may be linked to the servers they run on, and IT services have many links to all the configuration items that contribute to that IT service.

redundancy
(ITIL Service Design) Use of one or more additional configuration items to provide fault tolerance. The term also has a generic meaning of obsolescence, or no longer needed.

recovery time objective
(RTO) (ITIL Service Design) (ITIL Service Operation) The maximum time allowed for the recovery of an IT service following an interruption. The service level to be provided may be less than normal service level targets. Recovery time objectives for each IT service should be negotiated, agreed and documented. See also business impact analysis.

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.

recovery point objective
(RPO) (ITIL Service Design) (ITIL Service Operation) The maximum amount of data that may be lost when service is restored after an interruption. The recovery point objective is expressed as a length of time before the failure. For example, a recovery point objective of one day may be supported by daily backups, and up to 24 hours of data may be lost. Recovery point objectives for each IT service should be negotiated, agreed and documented, and used as requirements for service design and IT service continuity plans.

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).

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.

reactive monitoring
(ITIL Service Operation) Monitoring that takes place in response to an event. For example, submitting a batch job when the previous job completes, or logging an incident when an error occurs. See also proactive monitoring.

real charging
(ITIL Service Strategy) A charging policy where actual money is transferred from the customer to the IT service provider in payment for the delivery of IT services. See also notional charging.

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.

RACI
(ITIL Service Design) A model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted and informed.

quick win
(ITIL Continual Service Improvement) An improvement activity that is expected to provide a return on investment in a short period of time with relatively small cost and effort. See also Pareto principle.

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. See also service validation and testing.

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. See also ISO 9000.