A warning that a threshold has been reached, something has changed, or a failure has occurred.
Any resource or capability.
Determines the hardware or network capacity to support new or modified applications and the predicted workload.
A benchmark used as a reference point for later comparison.
Configuration Management Database
Configuration Management System
Configuration Item (CI)
Any component that needs to be managed in order to deliver an IT Service.
Definitive Media Library
A team or group of people and the tools they use to carry out one or more processes or activities.
An unplanned interruption to, or reduction in the quality of, an IT service.
A problem that has a documented Root Cause and a Workaround
Known Error Database
A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure.
A technique used to predict the future behavior of a system, process, CI etc
Mean Time Between Failures (Uptime)
Mean Time Between Service Incidents
Mean Time to Restore Service (Downtime)
Operational Level Agreement – internal agreements that support SLAs.
A structured set of activities designed to accomplish a specific objective.
Role responsible for ensuring that a process is fit for purpose.
Recovery to a known state after a failed Change or Release
Request for Change
A means of delivering value to Customers by facilitating Outcomes Customers want toachieve without the ownership of specific Costs and risks
Role that is accountable for the delivery of a specific IT service
Any capability or resource of a service provider
Measures Availability, Reliability, Maintainability of IT services/CI’s under control of external suppliers.
Service Improvement Plan
Service Knowledge Management System
Service Level Agreement – agreements between service providers and customers.
Service Level Manager
Service Level Requirements
Supplier Service Improvement Plan
Reporting of all current and historical data about each CI throughout its lifecycle.
An indication that some action or response to an event may be needed. All processes are triggered by some event or action taking place; otherwise we would not know when to execute them.
Used by Capacity Management to identify areas of the IT infrastructure that could be better utilized.
Underpinning Contract – manages supplier relationships and services provided by them.
Functionality offered by a product or service to meet a particular need. Often summarized as‘what it does’.
Vital Business Function
A promise or guarantee that a product or service will meet its agreed requirements.
The pre-defined and documented technique in which to restore functionality to the user with the required functionality. A workaround is NOT a permanent (structural) solution, and only addresses the symptoms of errors..
ITIL® V3 Foundation Complete Certification Kit: 2009 Edition
ITIL® V3 Foundation Complete Certification Kit: 2009 Edition Glossary