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| Term |
Description |
| 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. |
| Second-line Support |
(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 |
Synonym for Information Security Management |
| Security Policy |
Synonym for Information Security Policy |
| Separation of Concerns |
(Service Strategy) 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 |
(Service Operation) A computer that is connected to a network and provides software Functions that are used by other computers |
| Service |
A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks. |
| Service Acceptance Criteria |
(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. |
| Service Analytics |
(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 Asset |
Any Capability or Resource of a Service Provider. |
| Service Asset and Configuration Management |
(Service Transition) The Process responsible for both Configuration Management and Asset Management. |
| Service Capacity Management |
(Service Design) (Continual Service Improvement) The Activity responsible for understanding the Performance and Capacity of IT Services. 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 Business Capacity Management, Component Capacity Management. |
| Service Catalogue |
(Service Design) A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.
See Contract Portfolio. |
| Service Continuity Management |
Synonym for IT Service Continuity Management. |
| Service Contract |
(Service Strategy) A Contract to deliver one or more IT Services. The term Service Contract is also used to mean any Agreement to deliver IT Services, whether this is a legal Contract or an SLA. See Contract Portfolio. |
| Service Design |
(Service Design) A stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions and is the title of one of the Core ITIL publications. |
| Service Design Package |
(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 Desk |
(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 |
(Service Design) An Activity that identifies underlying causes of one or more IT Service interruptions. SFA identifies opportunities to improve the IT Service Provider's Processes and tools, and not just the IT Infrastructure. SFA is a time constrained, project-like activity, rather than an ongoing process of analysis. See Root Cause Analysis. |
| Service Hours |
(Service Design) (Continual Service Improvement) 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 Improvement Plan |
(Continual Service Improvement) SIP, A formal Plan to implement improvements to a Process or IT Service. |
| Service Knowledge Management System |
(Service Transition) 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 databases. The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services. |
| Service Level |
Measured and reported achievement against one or more Service Level Targets. The term Service Level is sometimes used informally to mean Service Level Target. |
| Service Level Agreement |
(Service Design) (Continual Service Improvement) 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.
See Operational Level Agreement. |
| Service Level Management |
(Service Design) (Continual Service Improvement) The Process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews. |
| Service Level Package |
(Service Strategy) A defined level of Utility and Warranty for a particular Service Package. Each SLP is designed to meet the needs of a particular Pattern of Business Activity.
See Line of Service. |
| Service Level Requirement |
(Service Design) (Continual Service Improvement) A Customer Requirement for an aspect of an IT Service. SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets. |
| Service Level Target |
(Service Design) (Continual Service Improvement) 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 design is Fit for Purpose. Service Level Targets should be SMART, and are usually based on KPIs. |
| Service Maintenance Objective |
(Service Operation) The expected time that a Configuration Item will be unavailable due to planned maintenance Activity. |
| Service Management |
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. |
| Service Management 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 Management Lifecycle approach considers the Strategy, Design, Transition, Operation and Continuous Improvement of IT Services. |
| Service Manager |
A manager who is responsible for managing the end-to-end Lifecycle of one or more IT Services. The term Service Manager is also used to mean any manager within the IT Service Provider. Most commonly used to refer to a Business Relationship Manager, a Process Manager, an Account Manager or a senior manager with responsibility for IT Services overall. |
| Service Operation |
(Service Operation) A stage in the Lifecycle of an IT Service. Service Operation includes a number of Processes and Functions and is the title of one of the Core ITIL publications. |
| Service Owner |
(Continual Service Improvement) A Role which is accountable for the delivery of a specific IT Service. |
| Service Package |
(Service Strategy) A detailed description of an IT Service that is available to be delivered to Customers. A Service Package includes a Service Level Package and one or more Core Services and Supporting Services. |
| Service Pipeline |
(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 which is not normally published to Customers. |
| Service Portfolio |
(Service Strategy) The complete set of Services that are 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 (Live or available for Deployment); and Retired Services. See Service Portfolio Management, Contract Portfolio. |
| Service Portfolio Management |
(Service Strategy) The Process responsible for managing the Service Portfolio. Service Portfolio Management considers Services in terms of the Business value that they provide. |
| Service Potential |
(Service Strategy) The total possible value of the overall Capabilities and Resources of the IT Service Provider. |
| Service Provider |
(Service Strategy) An Organisation supplying Services to one or more Internal Customers or External Customers. Service Provider is often used as an abbreviation for IT Service Provider.
See Type I Service Provider, Type II Service Provider, Type III Service Provider |
| Service Provider Interface |
(Service Strategy) An interface between the IT Service Provider and a User, Customer, Business Process, or a Supplier. Analysis of Service Provider Interfaces helps to coordinate end-to-end management of IT Services. |
| Service Provisioning Optimization |
(Service Strategy) Analysing the finances and constraints of an IT Service to decide if alternative approaches to Service delivery might reduce Costs or improve Quality. |
| Service Reporting |
(Continual Service Improvement) The Process responsible for producing and delivering reports of achievement and trends against Service Levels. Service Reporting should agree the format, content and frequency of reports with Customers. |
| Service Request |
(Service Operation) A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See Request Fulfilment. |
| Service Sourcing |
(Service Strategy) The Strategy and approach for deciding whether to provide a Service internally or to Outsource it to an External Service Provider. Service Sourcing also means the execution of this Strategy. Service Sourcing includes: Internal Sourcing - Internal or Shared Services using Type I or Type II Service Providers. Traditional Sourcing - Full Service Outsourcing using a Type III Service Provider. Multivendor Sourcing - Prime, Consortium or Selective Outsourcing using Type III Service Providers. |
| Service Strategy |
(Service Strategy) The title of one of the Core ITIL publications. Service Strategy establishes an overall Strategy for IT Services and for IT Service Management. |
| Service Transition |
(Service Transition) A stage in the Lifecycle of an IT Service. Service Transition includes a number of Processes and Functions and is the title of one of the Core ITIL publications. |
| Service Utility |
(Service Strategy) The Functionality of an IT Service from the Customer's perspective. The Business value of an IT Service is created by the combination of Service Utility (what the Service does) and Service Warranty (how well it does it). |
| Service Validation and Testing |
(Service Transition) The Process responsible for Validation and Testing of a new or Changed IT Service. Service Validation and Testing ensures that the IT Service matches its Design Specification and will meet the needs of the Business. |
| Service Valuation |
(Service Strategy) A measurement of the total Cost of delivering an IT Service, and the total value to the Business of that IT Service. Service Valuation is used to help the Business and the IT Service Provider agree on the value of the IT Service. |
| Service Warranty |
(Service Strategy) Assurance that an IT Service will meet agreed Requirements. This may be a formal Agreement such as a Service Level Agreement or Contract, or may be a marketing message or brand image. The Business value of an IT Service is created by the combination of Service Utility (what the Service does) and Service Warranty (how well it does it). |
| Serviceability |
(Service Design) (Continual Service Improvement) The ability of a Third Party Supplier to meet the terms of their Contract. This Contract will include agreed levels of Reliability, Maintainability or Availability for a Configuration Item. |
| Shift |
(Service Operation) A group or team of people who carry out a specific Role for a fixed period of time. For example there could be four shifts of IT Operations Control personnel to support an IT Service that is used 24 hours a day. |
| Simulation modelling |
(Service Design) (Continual Service Improvement) A technique that creates a detailed Model to predict the behaviour of a Configuration Item or IT Service. Simulation Models can be very accurate but are expensive and time consuming to create. A Simulation Model is often created by using the actual Configuration Items that are being modelled, with artificial Workloads or Transactions. They are used in Capacity Management when accurate results are important. A simulation model is sometimes called a Performance Benchmark. |
| Single Point of Contact |
(Service Operation) Providing a single consistent way to communicate with an Organisation or Business Unit. For example, a Single Point of Contact for an IT Service Provider is usually called a Service Desk. |
| Single Point of Failure |
(Service Design) Any Configuration Item that can cause an Incident when it fails, and for which a Countermeasure has not been implemented. A SPOF may be a person, or a step in a Process or Activity, as well as a Component of the IT Infrastructure. |
| SLAM Chart |
(Continual Service Improvement) A Service Level Agreement Monitoring Chart is used to help monitor and report achievements against Service Level Targets. A SLAM Chart is typically colour coded to show whether each agreed Service Level Target has been met, missed, or nearly missed during each of the previous 12 months. |
| SMART |
(Service Design) (Continual Service Improvement) An acronym for helping to remember that targets in Service Level Agreements and Project Plans should be Specific, Measurable, Achievable, Relevant and Timely. |
| Snapshot |
Service Transition) The current state of a Configuration as captured by a discovery tool. Also used as a synonym for Benchmark.
See Baseline. |
| Source |
See Service Sourcing |
| Specification |
A formal definition of Requirements. A Specification may be used to define technical or Operational Requirements, and may be internal or external. Many public Standards consist of a Code of Practice and a Specification. The Specification defines the Standard against which an Organisation can be Audited. |
| Stakeholder |
All people who have an interest in an Organisation, Project, IT Service etc. Stakeholders may be interested in the Activities, targets, Resources, or Deliverables. Stakeholders may include Customers, Partners, employees, shareholders, owners, etc. See RACI. |
| Standard |
A mandatory Requirement. Examples include ISO/IEC 20000 (an international Standard), an internal security Standard for Unix configuration, or a government Standard for how financial Records should be maintained. The term Standard is also used to refer to a Code of Practice or Specification published by a Standards Organisation such as ISO or BSI.
See Guideline. |
| Standard Change |
(Service Transition) A pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. For example password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request. See Change Model. |
| Standard Operating Procedures |
(Service Operation) Procedures used by IT Operations Management |
| Standby |
(Service Design) Used to refer to Resources that are not required to deliver the Live IT Services, but are available to support IT Service Continuity Plans. For example a Standby data centre may be maintained to support Hot Standby, Warm Standby or Cold Standby arrangements. |
| Statement of Requirements |
(Service Design) A Document containing all Requirements for a product purchase, or a new or changed IT Service.
See Terms of Reference. |
| Status |
The name of a required field in many types of Record. It shows the current stage in the Lifecycle of the associated Configuration Item, Incident, Problem etc. |
| Status Accounting |
(Service Transition) The Activity responsible for recording and reporting the Lifecycle of each Configuration Item. |
| Storage Management |
(Service Operation) The Process responsible for managing the storage and maintenance of data throughout its Lifecycle. |
| Strategic |
(Service Strategy) The highest of three levels of Planning and delivery (Strategic, Tactical, Operational). Strategic Activities include Objective setting and long term Planning to achieve the overall Vision. |
| Strategy |
(Service Strategy) Strategic Plan designed to achieve defined Objectives. |
| Super User |
(Service Operation) A User who helps other Users, and assists in communication with the Service Desk or other parts of the IT Service Provider. Super Users typically provide support for minor Incidents and training. |
| Supplier |
(Service Strategy) (Service Design) A Third Party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and Outsourcing Organisations. See Underpinning Contract, Supply Chain. |
| Supplier and Contract Database |
(Service Design) A database or structured Document used to manage Supplier Contracts throughout their Lifecycle. The SCD contains key Attributes of all Contracts with Suppliers, and should be part of the Service Knowledge Management System. |
| Supplier Management |
(Service Design) The Process responsible for ensuring that all Contracts with Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments. |
| Supply Chain |
(Service Strategy) The Activities in a Value Chain carried out by Suppliers. A Supply Chain typically involves multiple Suppliers, each adding value to the product or Service.
See Value Network. |
| Support Group |
(Service Operation) A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes. See Technical Management |
| Support Hours |
(Service Design) (Service Operation) The times or hours when support is available to the Users. Typically this is the hours when the Service Desk is available. Support Hours should be defined in a Service Level Agreement, and may be different from Service Hours. For example, Service Hours may be 24 hours a day, but the Support Hours may be 07:00 to 19:00. |
| Supporting Service |
Service Strategy) A Service that enables or enhances a Core Service. For example a Directory Service or a Backup Service.
See Service Package. |
| SWOT Analysis |
(Continual Service Improvement) A technique that reviews and analyses the internal strengths and weaknesses of an Organisation and the external opportunities and threats which it faces SWOT stands for Strengths, Weaknesses, Opportunities and Threats. |
| System |
A number of related things that work together to achieve an overall Objective. For example: A computer System including hardware, software and Applications. A management System, including multiple Processes that are planned and managed together. For example a Quality Management System. A Database Management System or Operating System that includes many software modules that are designed to perform a set of related Functions. |
| System Management |
The part of IT Service Management that focuses on the management of IT Infrastructure rather than Process. |
