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

known error
(ITIL Service Operation) A problem that has a documented root cause and a workaround.

knowledge base
(ITIL Service Transition) A logical database containing data and information used by the service knowledge management system.

Kano model
(ITIL Service Strategy) A model developed by Noriaki Kano that is used to help understand customer preferences. The Kano model considers attributes of an IT service grouped into areas such as basic factors, excitement factors, performance factors etc.

Kepner and Tregoe analysis
(ITIL Service Operation) 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, and the true cause is verified.

Key performance indicator
(KPI) (ITIL Continual Service Improvement) (ITIL Service Design) 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. Many metrics may be measured, but only the most important of these are defined as key performance indicators and used to actively manage and report on the process, IT service or activity. They should be selected to ensure that efficiency, effectiveness and cost effectiveness are all managed.

job scheduling
(ITIL Service Operation) 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.

job description
A document that defines the roles, responsibilities, skills and knowledge required by a particular person. One job description can include multiple roles – for example, the roles of configuration manager and change manager may be carried out by one person.

ITIL®
A set of best-practice publications for IT service management. Owned by the Cabinet Office (part of HM Government), ITIL gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. There is also a set of complementary ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures. See www.itil-officialsite.com for more information.

IT steering group
(ISG) (ITIL Service Design) (ITIL Service Strategy) A formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned. An IT steering group includes senior representatives from the business and the IT service provider. Also known as IT strategy group or IT steering committee.

IT service provider
(ITIL Service Strategy) A service provider that provides IT services to internal or external customers.

IT Service Management Forum
(itSMF) The IT Service Management Forum is an independent organization dedicated to promoting a professional approach to IT service management. The itSMF is a not-for-profit membership organization with representation in many countries around the world (itSMF chapters). The itSMF and its membership contribute to the development of ITIL and associated IT service management standards.

IT service management
(ITSM) The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. See also service management.

IT service continuity plan
(ITIL Service Design) A plan defining the steps required to recover one or more IT services. The plan also identifies the triggers for invocation, people to be involved, communications etc. The IT service continuity plan should be part of a business continuity plan.

IT service continuity management
(ITSCM) (ITIL Service Design) The process responsible for managing risks that could seriously affect IT services. IT service continuity management ensures that the IT service provider can always provide minimum agreed service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services. IT service continuity management supports business continuity management.

IT operations management
(ITIL Service Operation) 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 is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services. See also core service; enabling service; enhancing service; service; service package.

IT operations
(ITIL Service Operation) 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.

IT operations control
(ITIL Service Operation) The function responsible for monitoring and control of the IT services and IT infrastructure. See also operations bridge.

IT infrastructure
All of the hardware, software, networks, facilities etc. that are required to develop, test, deliver, monitor, control or support applications and IT services. The term includes all of the information technology but not the associated people, processes and documentation.

IT accounting
(ITIL Continual Service Improvement) An international code of practice for information security management. The corresponding specification is ISO/IEC 27001. See also standard.

ISO/IEC 20000
An international standard for quality management systems. See also ISO 9000; standard.

ISO/IEC 27001
An international standard for IT service management.

ISO/IEC 27002
(ITIL Continual Service Improvement) (ITIL Service Design) An international specification for information security management. The corresponding code of practice is ISO/IEC 27002. See also standard.

invocation
(ITIL Service Design) Initiation of the steps defined in a plan – for example, initiating the IT service continuity plan for one or more IT services.

Ishikawa diagram
(ITIL Continual Service Improvement) (ITIL Service Operation) A technique that helps a team to identify all the possible causes of a problem.

ISO 9000
Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.

ISO 9001
A generic term that refers to a number of international standards and guidelines for quality management systems. See www.iso.org for more information. See also International Organization for Standardization.

internet service provider
(ISP) An external service provider that provides access to the internet. Most ISPs also provide other IT services such as web hosting.

International Standards Organization
See International Organization for Standardization.

International Organization for Standardization
(ISO) The International Organization for Standardization (ISO) is the world’s largest developer of standards. ISO is a non-governmental organization that is a network of the national standards institutes of 156 countries. See www.iso.org for further information about ISO.

internal service provider
(ITIL Service Strategy) An IT service provider that is part of the same organization as its customer. An IT service provider may have both internal and external customers. See also insourcing; Type I service provider; Type II service provider.

internal metric
A metric that is used within the IT service provider to monitor the efficiency, effectiveness or cost effectiveness of the IT service provider’s internal processes. Internal metrics are not normally reported to the customer of the IT service. See also external metric.

internal rate of return
(IRR) (ITIL Service Strategy) A technique used to help make decisions about capital expenditure. It calculates a figure that allows two or more alternative investments to be compared. A larger internal rate of return indicates a better investment. See also net present value; return on investment.

intermediate recovery
(ITIL Service Design) A recovery option that is also known as warm standby. Intermediate recovery usually uses a shared portable or fixed facility that has computer systems and network components. The hardware and software will need to be configured, and data will need to be restored, as part of the IT service continuity plan. Typical recovery times for intermediate recovery are one to three days.

internal customer
A customer who works for the same business as the IT service provider. See also external customer; internal service provider.

integrity
(ITIL Service Design) A security principle that ensures data and configuration items are modified only by authorized personnel and activities.

interactive voice response
(IVR) (ITIL Service Operation) 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.

insourcing
(ITIL Service Strategy) Using an internal service provider to manage IT services. The term insourcing is also used to describe the act of transferring the provision of an IT service from an external service provider to an internal service provider. See also service sourcing.

information system
See management information system.

information technology
(IT) The use of technology for the storage, communication or processing of information. The technology typically includes computers, telecommunications, applications and other software. The information may include business data, voice, images, video etc. Information technology is often used to support business processes through IT services.

infrastructure service
A type of supporting service that provides hardware, network or other data centre components. The term is also used as a synonym for supporting service.

information security policy
(ITIL Service Design) The policy that governs the organization’s approach to information security management.

information security management system
(ISMS) (ITIL Service Design) The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization can achieve its information security management objectives. See also security management information system.

information security management
(ISM) (ITIL Service Design) 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. Information security management supports business security and has a wider scope than that of the IT service provider, and includes handling of paper, building access, phone calls etc. for the entire organization. See also security management information system.

indirect cost
(ITIL Service Strategy) The cost of providing an IT service which cannot be allocated in full to a specific customer – for example, the cost of providing shared servers or software licences.

incident
(ITIL Service Operation) 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.

incident management
(ITIL Service Operation) The process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.

incident record
(ITIL Service Operation) A record containing the details of an incident. Each incident record documents the lifecycle of a single incident.

impact
(ITIL Service Operation) (ITIL Service Transition) 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.

hot standby
See fast recovery; immediate recovery.

identity
(ITIL Service Operation) 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 role. Example identities might be the username SmithJ or the role ‘change manager’.

immediate recovery
(ITIL Service Design) A recovery option that is also known as hot standby. Provision is made to recover the IT service with no significant loss of service to the customer. Immediate recovery typically uses mirroring, load balancing and split- site technologies.

guideline
A document describing best practice, which recommends what should be done. Compliance with a guideline is not normally enforced. See also standard.

hierarchic escalation
(ITIL Service Operation) Informing or involving more senior levels of management to assist in an escalation.

high availability
(ITIL Service Design) An approach or design that minimizes or hides the effects of configuration item failure from the users of an IT service. High availability solutions are designed to achieve an agreed level of availability and make use of techniques such as fault tolerance, resilience and fast recovery to reduce the number and impact of incidents.

gradual recovery
(ITIL Service Design) A recovery option that is also known as cold standby. Gradual recovery typically uses a portable or fixed facility that has environmental support and network cabling, but no computer systems. The hardware and software are installed as part of the IT service continuity plan. Gradual recovery typically takes more than three days, and may take significantly longer.

gap analysis
(ITIL Continual Service Improvement) An activity that compares two sets of data and identifies the differences. Gap analysis is commonly used to compare a set of requirements with actual delivery. See also benchmarking.

governance
Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.

functional escalation
(ITIL Service Operation) Transferring an incident, problem or change to a technical team with a higher level of expertise to assist in an escalation.

function
A team or group of people and the tools or other resources they use to carry out one or more processes or activities – for example, the service desk. The term also has two other meanings:

fixed facility
(ITIL Service Design) A permanent building, available for use when needed by an IT service continuity plan. See also portable facility; recovery option.

follow the sun
(ITIL Service Operation) 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.

fulfilment
Performing activities to meet a need or requirement – for example, by providing a new IT service, or meeting a service request.

fixed cost
(ITIL Service Strategy) A cost that does not vary with IT service usage – for example, the cost of server hardware. See also variable cost.

fixed asset management
(ITIL Service Transition) The process responsible for tracking and reporting the value and ownership of fixed assets throughout their lifecycle. Fixed asset management maintains the asset register and is usually carried out by the overall business, rather than by the IT organization. Fixed asset management is sometimes called financial asset management and is not described in detail within the core ITIL publications.

fixed asset
(ITIL Service Transition) A tangible business asset that has a long-term useful life (for example, a building, a piece of land, a server or a software licence). See also service asset; configuration item.

fishbone diagram
See Ishikawa diagram.

fit for purpose
(ITIL Service Strategy) The ability to meet an agreed level of utility. Fit for purpose is also used informally to describe a process, configuration item, IT service etc. that is capable of meeting its objectives or service levels. Being fit for purpose requires suitable design, implementation, control and maintenance.

fit for use
(ITIL Service Strategy) The ability to meet an agreed level of warranty. Being fit for use requires suitable design, implementation, control and maintenance.

first-line support
(ITIL Service Operation) 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. See also escalation.

financial year
(ITIL Service Strategy) An accounting period covering 12 consecutive months. A financial year may start on any date (for example, 1 April to 31 March).

financial management
(ITIL Service Strategy) A generic term used to describe the function and processes responsible for managing an organization’s budgeting, accounting and charging requirements. Enterprise financial management is the specific term used to describe the function and processes from the perspective of the overall organization. Financial management for IT services is the specific term used to describe the function and processes from the perspective of the IT service provider.

financial management for IT services
(ITIL Service Strategy) The function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements. Financial management for IT services secures an appropriate level of funding to design, develop and deliver services that meet the strategy of the organization in a cost-effective manner. See also enterprise financial management.

fault tolerance
(ITIL Service Design) The ability of an IT service or other configuration item to continue to operate correctly after failure of a component part. See also countermeasure; resilience.

fault tree analysis
(FTA) (ITIL Continual Service Improvement) (ITIL Service Design) A technique that can be used to determine a chain of events that has caused an incident, or may cause an incident in the future. Fault tree analysis represents a chain of events using Boolean notation in a diagram.

fast recovery
(ITIL Service Design) A recovery option that is also known as hot standby. Fast recovery normally uses a dedicated fixed facility with computer systems and software configured ready to run the IT services. Fast recovery typically takes up to 24 hours but may be quicker if there is no need to restore data from backups.

failure
(ITIL Service Operation) Loss of ability to operate to specification, or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items etc. A failure often causes an incident.

facilities management
(ITIL Service Operation) The function responsible for managing the physical environment where the IT infrastructure is located. Facilities management includes all aspects of managing the physical environment – for example, power and cooling, building access management, and environmental monitoring.

fault
See error.

external metric
A metric that is used to measure the delivery of IT service to a customer. External metrics are usually defined in service level agreements and reported to customers. See also internal metric.

external service provider
(ITIL Service Strategy) An IT service provider that is part of a different organization from its customer. An IT service provider may have both internal and external customers. See also outsourcing; Type III service provider.

excitement factor
(ITIL Service Strategy) An attribute added to something to make it more attractive or more exciting to the customer. For example, a restaurant may provide a free drink with every meal. See also enhancing service.

expanded incident lifecycle
(ITIL Continual Service Improvement) (ITIL Service Design) Detailed stages in the lifecycle of an incident. The stages are detection, diagnosis, repair, recovery and restoration. The expanded incident lifecycle is used to help understand all contributions to the impact of incidents and to plan for how these could be controlled or reduced

external customer
A customer who works for a different business from the IT service provider. See also external service provider; internal customer.

excitement attribute
See excitement factor.

event management
(ITIL Service Operation) The process responsible for managing events throughout their lifecycle.

exception report
A document containing details of one or more key performance indicators or other important targets that have exceeded defined thresholds. Examples include service level agreement targets being missed or about to be missed, and a performance metric indicating a potential capacity problem.

estimation
The use of experience to provide an approximate value for a metric or cost. Estimation is also used in capacity and availability management as the cheapest and least accurate modelling method.

event
(ITIL Service Operation) A change of state that has significance for the management of an IT service or other configuration item. The term 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.

eSourcing Capability Model for Service Providers
(eSCM-SP) (ITIL Service Strategy) A framework to help IT service providers develop their IT service management capabilities from a service sourcing perspective. It was developed by Carnegie Mellon University, US. See also e-sourcing capability model for client organizations.

escalation
(ITIL Service Operation) 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.

eSourcing Capability Model for Client Organizations
(eSCM-CL) (ITIL Service Strategy) A framework to help organizations in their analysis and decision- making on service sourcing models and strategies. It was developed by Carnegie Mellon University in the US. See also eSourcing Capability Model for Service Providers.

environment
(ITIL Service Transition) A subset of the IT infrastructure that is used for a particular purpose

error
(ITIL Service Operation) A design flaw or malfunction that causes a failure of one or more IT services or other configuration items. A mistake made by a person or a faulty process that impacts a configuration item is also an error.

enhancing service
(ITIL Service Strategy) A service that is added to a core service to make it more attractive to the customer. Enhancing services are not essential to the delivery of a core service but are used to encourage customers to use the core services or to differentiate the service provider from its competitors. See also enabling service; excitement factor.

enterprise financial management
(ITIL Service Strategy) The function and processes responsible for managing the overall organization’s budgeting, accounting and charging requirements. Enterprise financial management is sometimes referred to as the ‘corporate’ financial department. See also financial management for IT services.

enabling service
(ITIL Service Strategy) A service that is needed in order to deliver a core service. Enabling services may or may not be visible to the customer, but they are not offered to customers in their own right. See also enhancing service.

emergency change advisory board
(ECAB) (ITIL Service Transition) A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a meeting is called, and depends on the nature of the emergency change.

Engelse term
Engelse definitie

efficiency
(ITIL Continual Service Improvement) A measure of whether the right amount of resource has been used to deliver a process, service or activity. An efficient process achieves its objectives with the minimum amount of time, money, people or other resources. See also key performance indicator.