| All | A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W |
| Term |
Description |
| Call |
(Service Operation) A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being
logged. |
| Call Centre |
(Service Operation) An Organisation or Business Unit which handles large numbers of incoming and outgoing telephone calls.
See Service Desk. |
| Call Type |
(Service Operation) A Category that is used to distinguish incoming
requests to a Service Desk. Common Call Types are Incident, Service Request and Complaint. |
| Capability |
Service Strategy) The ability of an Organisation, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organisation.
See Resource. |
| Capability Maturity Model |
(Continual Service Improvement) The Capability Maturity Model for Software (also known as the CMM and SW-CMM) is a model used to identify Best Practices to help increase Process Maturity. CMM was developed at the Software Engineering Institute (SEI) of Carnegie Mellon University. In 2000, the SW-CMM was upgraded to CMMI® (Capability Maturity Model Integration). The SEI no longer maintains the SW-CMM model, its associated appraisal methods, or training materials. |
| Capability Maturity Model Integration |
Maturity Model® Integration (CMMI) is a process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Melon University. CMMI provides organizations with the essential elements of effective processes. It can be used to guide process improvement across a project, a division, or an entire organization. CMMI helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes. See http://www.sei.cmu.edu/cmmi/ for more information. |
| Capacity |
(Service Design) The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive. |
| Capacity Management |
(Service Design) The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short, medium and long term Business Requirements. |
| Capacity Management Information System |
(Service Design) A virtual repository of all Capacity Management data, usually stored in multiple physical locations.
See Service Knowledge Management System. |
| Capacity Plan |
(Service Design) A Capacity Plan is used to manage the Resources required to deliver IT Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service Level Targets. |
| Capacity Planning |
(Service Design) Activity within Capacity Management responsible for creating a Capacity Plan. |
| Capital Expenditure |
(Service Strategy) The Cost of purchasing something that will become a financial Asset, for example computer equipment and buildings. The value of the Asset is Depreciated over multiple accounting periods. |
| Capital Item |
(Service Strategy) An Asset that is of interest to Financial Management because it is above an agreed financial value. |
| Capitalization |
(Service Strategy) Identifying major Cost as capital, even though no Asset is purchased. This is done to spread the impact of the Cost over multiple accounting periods. The most common example of this is software development, or purchase of a software license. |
| Category |
A named group of things that have something in common. Categories are used to group similar things together. For example Cost Types are used to group similar types of Cost. Incident Categories are used to group similar types of Incident, CI Types are used to group similar types of Configuration Item. |
| Certification |
Issuing a certificate to confirm Compliance to a Standard. Certification includes a formal Audit by an independent and Accredited body. The term Certification is also used to mean awarding a certificate to verify that a person has achieved a qualification. |
| Change |
Service Transition) The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc. |
| Change Advisory Board |
(Service Transition) A group of people that advises the Change Manager in the Assessment, prioritisation and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties such as Suppliers. |
| Change Case |
(Service Operation) A technique used to predict the impact of proposed Changes. Change Cases use specific scenarios to clarify the scope of proposed Changes and to help with Cost Benefit Analysis. |
| Change History |
(Service Transition) Information about all changes made to a Configuration Item during its life. Change History consists of all those Change Records that apply to the CI. |
| Change Management |
(Service Transition) 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. |
| Change Model |
(Service Transition) A repeatable way of dealing with a particular Category of Change. A Change Model defines specific pre-defined steps that will be followed for a Change of this Category. Change Models may be very simple, with no requirement for approval (e.g. Password Reset) or may be very complex with many steps that require approval (e.g. major software Release).
See Standard Change, Change Advisory Board. |
| Change Record |
(Service Transition) A Record containing the details of a Change. Each Change Record documents the Lifecycle of a single Change. A Change Record is created for every Request for Change that is received, even those that are subsequently rejected. Change Records should reference the Configuration Items that are affected by the Change. Change Records are stored in the Configuration Management System. |
| Change Request |
Synonym for Request for Change. |
| Change Schedule |
(Service Transition) A Document that lists all approved Changes and their planned implementation dates. A Change Schedule is sometimes called a Forward Schedule of Change, even though it also contains information about Changes that have already been implemented. |
| Change Window |
(Service Transition) regular, agreed time when Changes or Releases may be implemented with minimal impact on Services. Change Windows are usually documented in SLAs. |
| Charging |
(Service Strategy) Requiring payment for IT Services. Charging for IT Services is optional, and many Organisations choose to treat their IT Service Provider as a Cost Centre. |
| Chronological Analysis |
(Service Operation) A technique used to help identify possible causes of Problems. All available data about the Problem is collected and sorted by date and time to provide a detailed timeline. This can make it possible to identify which Events may have been triggered by others. |
| CI Type |
(Service Transition) A Category that is used to Classify CIs. The CI Type identifies the required Attributes and Relationships for a Configuration Record. Common CI Types include: hardware, Document, User etc. |
| Classification |
The act of assigning a Category to something. Classification is used to ensure consistent management and reporting. CIs, Incidents, Problems, Changes etc. are usually classified. |
| Client |
A generic term that means a Customer, the Business or a Business Customer. For example Client Manager may be used as a synonym for Account Manager.
The term client is also used to mean: A computer that is used directly by a User, for example a PC, Handheld Computer, or Workstation; The part of a Client-Server Application that the User directly interfaces with. For example an email Client. |
| Closed |
(Service Operation) The final Status in the Lifecycle of an Incident, Problem, Change etc. When the Status is Closed, no further action is taken. |
| Closure |
(Service Operation) The act of changing the Status of an Incident, Problem, Change etc. to Closed |
| COBIT |
Continual Service Improvement) Control Objectives for Information and related Technology (COBIT) provides guidance and Best Practice for the management of IT Processes. COBIT is published by the IT Governance Institute. See http://www.isaca.org/ for more information. |
| Code of Practice |
A Guideline published by a public body or a Standards Organisation, such as ISO or BSI. Many Standards consist of a Code of Practice and a Specification. The Code of Practice describes recommended Best Practice |
| Cold Standby |
Synonym for Gradual Recovery |
| Commercial off the Shelf |
Service Design) Application software or Middleware that can be purchased from a Third Party. |
| Compliance |
Ensuring that a Standard or set of Guidelines is followed, or that proper, consistent accounting or other practices are being employed. |
| Component |
A general term that is used to mean one part of something more complex. For example, a computer System may be a component of an IT Service, an Application may be a Component of a Release Unit. Components that need to be managed should be Configuration Items. |
| Component Capacity Management |
(Service Design) (Continual Service Improvement) The Process responsible for understanding the Capacity, Utilisation, and Performance of Configuration Items. Data is collected, recorded and analysed for use in the Capacity Plan.
See Service Capacity Management. |
| Component CI |
(Service Transition) A Configuration Item that is part of an Assembly. For example, a CPU or Memory CI may be part of a Server CI. |
| Component Failure Impact Analysis |
(Service Design) A technique that helps to identify the impact of CI failure on IT Services. A matrix is created with IT Services on one edge and CIs on the other. This enables the identification of critical CIs (that could cause the failure of multiple IT Services) and of fragile IT Services (that have multiple Single Points of Failure). |
| Computer Telephony Integration |
(Service Operation) CTI is a general term covering any kind of integration between computers and telephone Systems. It is most commonly used to refer to Systems where an Application displays detailed screens relating to incoming or outgoing telephone calls.
See Automatic Call Distribution, Interactive Voice Response. |
| Concurrency |
A measure of the number of Users engaged in the same Operation at the same time. |
| Confidentiality |
(Service Design) A security principle that requires that data should only be accessed by authorised people. |
| Configuration |
(Service Transition) A generic term, used to describe a group of Configuration Items that work together to deliver an IT Service, or a recognizable part of an IT Service. Configuration is also used to describe the parameter settings for one or more CIs. |
| Configuration Baseline |
(Service Transition) A Baseline of a Configuration that has been formally agreed and is managed through the Change Management process. A Configuration Baseline is used as a basis for future Builds, Releases and Changes. |
| Configuration Control |
(Service Transition) The Activity responsible for ensuring that adding, modifying or removing a CI is properly managed, for example by submitting a Request for Change or Service Request. |
| Configuration Identification |
(Service Transition) The Activity responsible for collecting information about Configuration Items and their Relationships, and loading this information into the CMDB. Configuration Identification is also responsible for labelling the CIs themselves, so that the corresponding Configuration Records can be found. |
| Configuration Item |
(Service Transition) 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 SLAs. |
| Configuration Management |
(Service Transition) Component The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process. |
| Configuration Management Database |
(Service Transition) A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs |
| Configuration Management System |
(Service Transition) A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes.
See Configuration Management Database, Service Knowledge Management System. |
| Configuration Record |
(Service Transition) A Record containing the details of a Configuration Item. Each Configuration Record documents the Lifecycle of a single CI. Configuration Records are stored in a Configuration Management Database. |
| Configuration Structure |
(Service Transition) The hierarchy and other Relationships between all the Configuration Items that comprise a Configuration. |
| Continual Service Improvement |
(Continual Service Improvement) A stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications.
Continual Service Improvement is responsible for managing improvements 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.
See Plan-Do-Check-Act. |
| Continuous Availability |
(Service Design) An approach or design to achieve 100% Availability. A Continuously Available IT Service has no planned or unplanned Downtime. |
| Continuous Operation |
(Service Design) An approach or design to eliminate planned Downtime of an IT Service. Note that individual Configuration Items may be down even though the IT Service is Available. |
| Contract |
A legally binding Agreement between two or more parties. |
| Contract Portfolio |
(Service Strategy) A database or structured Document used to manage Service Contracts or Agreements between an IT Service Provider and their Customers. Each IT Service delivered to a Customer should have a Contract or other Agreement which is listed in the Contract Portfolio.
See Service Portfolio, Service Catalogue. |
| Control |
A means of managing a Risk, ensuring that a Business Objective is achieved, or ensuring that a Process is followed. Example Controls include Policies, Procedures, Roles, RAID, door-locks etc. A control is sometimes called a Countermeasure or safeguard.
Control also means to manage the utilization or behaviour of a Configuration Item, System or IT Service. |
| Control Objectives for Information and related Technology |
See COBIT |
| Control perspective |
(Service Strategy) An approach to the management of IT Services, Processes, Functions, Assets etc. There can be several different Control Perspectives on the same IT Service, Process etc., allowing different individuals or teams to focus on what is important and relevant to their specific Role. Example Control Perspectives include Reactive and Proactive management within IT Operations, or a Lifecycle view for an Application Project team. |
| Control Processes |
The ISO/IEC 20000 Process group that includes Change Management and Configuration Management. |
| Core Service |
Service Strategy) An IT Service that delivers basic Outcomes desired by one or more Customers.
See Supporting Service, Core Service Package. |
| Core Service Package |
(Service Strategy) A detailed description of a Core Service that may be shared by two or more Service Level Packages.
See Service Package. |
| Cost |
The amount of money spent on a specific Activity, IT Service, or Business Unit. Costs consist of real cost (money), notional cost such as people's time, and Depreciation. |
| Cost Benefit Analysis |
An Activity that analyses and compares the Costs and the benefits involved in one or more alternative courses of action.
See Business Case, Net Present Value, Internal Rate of Return, Return on Investment, Value on Investment. |
| Cost Center |
(Service Strategy) A Business Unit or Project to which Costs are assigned. A Cost Centre does not charge for Services provided. An IT Service Provider can be run as a Cost Centre or a Profit Centre. |
| Cost Effectiveness |
A measure of the balance between the Effectiveness and Cost of a Service, Process or activity, A Cost Effective Process is one which achieves its Objectives at minimum Cost. See KPI, Return on Investment, Value for Money. |
| Cost Element |
The middle level of category to which Costs are assigned in Budgeting and Accounting. The highest level category is Cost Type. For example a Cost Type of “people” could have cost elements of payroll, staff benefits, expenses, training, overtime etc. Cost Elements can be further broken down to give Cost Units. For example the Cost Element “expenses” could include Cost Units of Hotels, Transport, Meals etc. |
| Cost Management |
(Service Strategy) A general term that is used to refer to Budgeting and Accounting, sometimes used as a synonym for Financial Management |
| Cost Type |
(Service Strategy) The highest level of category to which Costs are assigned in Budgeting and Accounting. For example hardware, software, people, accommodation, external and Transfer. |
| Cost Unit |
(Service Strategy) The lowest level of category to which Costs are assigned, Cost Units are usually things that can be easily counted (e.g. staff numbers, software licences) or things easily measured (e.g. CPU usage, Electricity consumed). Cost Units are included within Cost Elements. For example a Cost Element of “expenses” could include Cost Units of Hotels, Transport, Meals etc. |
| Countermeasure |
Can be used to refer to any type of Control. The term Countermeasure is most often used when referring to measures that increase Resilience, Fault Tolerance or Reliability of an IT Service. |
| Course Corrections |
Changes made to a Plan or Activity that has already started, to ensure that it will meet its Objectives. Course corrections are made as a result of Monitoring progress. |
| CRAMM |
A methodology and tool for analysing and managing Risks. CRAMM was developed by the UK Government, but is now privately owned. Further information is available from http://www.cramm.com/ |
| Crisis Management |
The Process responsible for managing the wider implications of Business Continuity. A Crisis Management team is responsible for Strategic issues such as managing media relations and shareholder confidence, and decides when to invoke Business Continuity Plans. |
| Critical Success Factor |
Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are used to measure the achievement of each CSF. For example a CSF of "protect IT Services when making Changes" could be measured by KPIs such as "percentage reduction of unsuccessful Changes", "percentage reduction in Changes causing Incidents" etc. |
| Culture |
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices. |
| Customer |
Someone who buys goods or Services. The Customer of an IT Service Provider is the person or group who defines and agrees the Service Level Targets. The term Customers is also sometimes informally used to mean Users, for example "this is a Customer focussed Organisation". |
| Customer Portfolio |
(Service Strategy) A database or structured Document used to record all Customers of the IT Service Provider. The Customer Portfolio is the Business Relationship Manager's view of the Customers who receive Services from the IT Service Provider. |
