Service Improvement Plan
(Continual Service Improvement) 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 also 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 also 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 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. See also Operation.
Service owner
(Continual Service Improvement) A Role that is accountable for the delivery of a specific IT Service.
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 also Service Portfolio Management .
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 provider
(Service Strategy) An Organization supplying Services to one or more Internal Customers or External Customers. Service provider is often used as an abbreviation for IT Service provider.
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 also Request Fulfilment.
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. See also Transition .
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). See also Warranty .
Serviceability
(Service Design) (Continual Service Improvement) The ability of a Third-Party Supplier to meet the terms of its 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 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. See also Failure.
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.
Specification
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