Alert
(Service Operation) A warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools and are managed by the Event Management Process.
Analytical Modelling
(Service Strategy) (Service Design) (Continual Service Improvement) A technique that uses mathematical Models to predict the behaviour of a Configuration Item or IT Service. Analytical Models are commonly used in Capacity Management and Availability Management. See also Modelling.
Application
Software that provides Functions that are required by an IT Service. Each Application may be part of more than one IT Service. An Application runs on one or more Servers or Clients. See also Application Management, Application Portfolio .
Application Management
(Service Design) (Service Operation) The Function responsible for managing Applications throughout their Lifecycle.
Application Portfolio
(Service Design) A database or structured Document used to manage Applications throughout their Lifecycle. The Application Portfolio contains key Attributes of all Applications. The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the Configuration Management System.
Application Service provider
(Service Design) An External Service provider that provides IT Services using Applications running at the Service provider’s premises. Users access the Applications by network connections to the Service provider.
Application Sizing
(Service Design) The Activity responsible for understanding the Resource Requirements needed to support a new Application, or a major Change to an existing Application. Application Sizing helps to ensure that the IT Service can meet its agreed Service level targets for Capacity and Performance.
Architecture
(Service Design) The structure of a System or IT Service, including the Relationships of Components to each other and to the environment they are in. Architecture also includes the Standards and Guidelines that guide the design and evolution of the System.
Assessment
Inspection and analysis to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. See also Audit.
Asset
(Service Strategy) Any Resource or Capability. Assets of a Service provider including anything that could contribute to the delivery of a Service. Assets can be one of the following types: Management, Organization, Process, Knowledge, People, Information, Applications, Infrastructure, and Financial Capital.
Asset Management
(Service Transition) Asset Management is the Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle. Asset Management is part of an overall Service asset and Configuration Management Process.
Attribute
(Service Transition) A piece of information about a Configuration Item. Examples are: name, location, Version number and Cost. Attributes of CIs are recorded in the Configuration Management Database (CMDB). See also Relationship.
Audit
Formal inspection and verification to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. An Audit may be carried out by internal or external groups. See also Certification, Assessment.
Automatic Call Distribution
(Service Operation) Use of Information Technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated Call Distribution.
Availability
(Service Design) Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability, Maintainability, Serviceability, Performance and Security. Availability is usually calculated as a percentage. This calculation is often based on Agreed Service Time and Downtime. It is Best Practice to calculate Availability using measurements of the Business output of the IT Service.
Availability Management
(Service Design) The Process responsible for defining, analysing, Planning, measuring and improving all aspects of the Availability of IT services. Availability Management is responsible for ensuring that all IT Infrastructure, Processes, Tools, Roles, etc. are appropriate for the agreed Service level targets for Availability.
Availability Management Information System
(Service Design) A virtual repository of all Availability Management data, usually stored in multiple physical locations. See also Service Knowledge Management System.
Availability Plan
(Service Design) A Plan to ensure that existing and future Availability Requirements for IT Services can be provided Cost Effectively.
Back-out
See Remediation.
Backup
(Service Design) (Service Operation) Copying data to protect against loss of Integrity or Availability of the original.
Balanced Scorecard
(Continual Service Improvement) A management tool developed by Drs. Robert Kaplan (Harvard Business School) and David Norton. A Balanced Scorecard enables a Strategy to be broken down into Key Performance Indicators. Performance against the KPIs is used to demonstrate how well the Strategy is being achieved. A Balanced Scorecard has four major areas, each of which has a small number of KPIs. The same four areas are considered at different levels of detail throughout the Organization.
Baseline
(Continual Service Improvement) A Benchmark used as a reference point. For example:
An ITSM Baseline can be used as a starting point to measure the effect of a Service Improvement Plan
A Performance Baseline can be used to measure changes in Performance over the lifetime of an IT Service
A Configuration Management Baseline can be used to enable the IT Infrastructure to be restored to a known Configuration if a Change or Release fails.
Benchmark
(Continual Service Improvement) The recorded state of something at a specific point in time. A Benchmark can be created for a Configuration, a Process, or any other set of data. For example, a benchmark can be used in:
Continual Service Improvement, to establish the current state for managing improvements
Capacity Management, to document performance characteristics during normal operations.
See also Benchmarking, Baseline.
Benchmarking
(Continual Service Improvement) Comparing a Benchmark with a Baseline or with Best Practice. The term Benchmarking is also used to mean creating a series of Benchmarks over time, and comparing the results to measure progress or improvement.
Best Practice
Proven Activities or Processes that have been successfully used by multiple Organizations. ITIL is an example of Best Practice.
Brainstorming
(Service Design) A technique that helps a team to generate ideas. Ideas are not reviewed during the Brainstorming session, but at a later stage. Brainstorming is often used by Problem Management to identify possible causes.
Budget
A list of all the money an Organization or Business Unit plans to receive, and plans to pay out, over a specified period of time. See also Budgeting, Planning.
Budgeting
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