Resource
(Service Strategy) A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service. Resources are considered to be Assets of an Organization. See also Capability, Service asset .
Response Time
A measure of the time taken to complete an Operation or Transaction. Used in Capacity Management as a measure of IT Infrastructure Performance, and in Incident Management as a measure of the time taken to answer the phone, or to start Diagnosis.
Responsiveness
A measurement of the time taken to respond to something. This could be Response Time of a Transaction, or the speed with which an IT Service provider responds to an Incident or Request for Change, etc.
Restoration of Service
See Restore.
Restore
(Service Operation) Taking action to return an IT Service to the Users after Repair and Recovery from an Incident. This is the primary Objective of Incident Management.
Retire
(Service Transition) Permanent removal of an IT Service, or other Configuration Item, from the Live Environment. Retired is a stage in the Lifecycle of many Configuration Items.
Return on Investment
(Service Strategy) (Continual Service Improvement) A measurement of the expected benefit of an investment. In the simplest sense it is the net profit of an investment divided by the net worth of the assets invested.
Return to Normal
(Service Design) The phase of an IT Service Continuity Plan during which full normal operations are resumed. For example, if an alternate data centre has been in use, then this phase will bring the primary data centre back into operation, and restore the ability to invoke IT Service Continuity Plans again.
Review
An evaluation of a Change, Problem, Process, Project, etc. Reviews are typically carried out at predefined points in the Lifecycle, and especially after Closure. The purpose of a Review is to ensure that all Deliverables have been provided, and to identify opportunities for improvement. See also Post-Implementation Review.
Rights
(Service Operation) Entitlements, or permissions, granted to a User or Role. For example the Right to modify particular data, or to authorize a Change.
Risk
A possible event that could cause harm or loss, or affect the ability to achieve Objectives. A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred.
Risk Assessment
The initial steps of Risk management. Analysing the value of Assets to the business, identifying Threats to those Assets, and evaluating how Vulnerable each Asset is to those Threats. Risk Assessment can be quantitative (based on numerical data) or qualitative.
Risk management
The Process responsible for identifying, assessing and controlling Risks. See also Risk Assessment.
Role
A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by a single person.
Root cause
(Service Operation) The underlying or original cause of an Incident or Problem.
Running costs
See Operational Cost.
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.
Security
See Information Security Management .
Security Management
See Information Security Management .
Security policy
See 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. See also Acceptance.
Service asset
Any Capability or Resource of a Service provider . See also Asset.
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 also 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.
Service Continuity Management
See IT Service Continuity Management .
Service culture
A Customer-oriented Culture. The major Objectives of a Service culture are Customer satisfaction and helping Customers to achieve their Business Objectives.
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. See also Design.
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.
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.
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