ITIL Basics
ITIL Useful Resources
Selected Reading
- Service Reporting
- CSI Overview
- ITIL - Access Management
- ITIL - Problem Management
- ITIL - Incident and Request
- ITIL - Event Management
- ITIL - Service Operation Overview
- ITIL - Service and Validation Testing
- Release and Deployment Management
- Service Assets and Configuration Management
- ITIL - Change Management
- ITIL - Project Management
- ITIL - Service Transition Overview
- ITIL - Supplier Management
- Information Security Management
- ITIL - Service Continuity Management
- ITIL - Availability Management
- ITIL - Capacity Management
- ITIL - Service Level Management
- ITIL - Service Catalogue Management
- ITIL - Service Design Overview
- ITIL - Financial Management
- ITIL - Demand Management
- Business Relationship Management
- ITIL - Service Portfolio Management
- ITIL - Strategy Generation
- ITIL - Service Strategy Roles
- ITIL - Service Strategy Overview
- ITIL - Service Lifecycle
- ITIL - Service Basics
- ITIL - Terminologies
- ITIL - Overview
- ITIL - Home
ITIL Useful Resources
Selected Reading
- Who is Who
- Computer Glossary
- HR Interview Questions
- Effective Resume Writing
- Questions and Answers
- UPSC IAS Exams Notes
ITIL - Terminologies
ITIL - Terminologies
In this chapter, we will discuss some basic terminologies of ITIL that will help to understand the tutorial easily and quickly. The following table comprises all basic terminologies required to learn ITIL.
| Sr.No. | ITIL Terminologies |
|---|---|
| 1 | ITIL Information Technology Infrastructure Library is a set of best practices practiced by most infrastructure service providers to depver services to the customers to meet their business needs within desired cost and quapty. |
| 2 | Service Service is a means of depvering value to customers by achieving customer s desired results while working within given constraints. |
| 3 | Service Level It is a measured and reported achievement against one or more Service Level Targets. |
| 4 | Service Level Agreement It is an agreement between service provider and customer. The SLA describes the IT Service, documents Service Level Targets and specifies the responsibipties of provider and customer. |
| 5 | Service Strategy Service Strategy helps to design, develop and implement service management as organizational capabipties and strategic assets as well. It enables a service provider to consistently outperform competitive alternatives over time, across business cycles, industry disruptions and changes in leadership. |
| 6 | Service Model Service Model is the high level description of the service and components required to depver that service. |
| 7 | Service Portfopo Service Portfopo is the set of services provided by the service provider. |
| 8 | Service Catalogue Service Catalogue is the set of specific services being provided by service provider to a specific customer. |
| 9 | Customer Portfopo Customer Portfopo is used to record all customers of IT service provider. |
| 10 | Demand Management Demand Management is very important and critical process in service strategy. It helps to understand customer demand for services so that appropriate capacity can be provisioned to meet those demands. |
| 11 | Pattern of Business Activity PBA is an extremely important activity achieved by knowing customer how they operate and future requirement they might need. |
| 12 | Service Design Service Design provides a blueprint for the services. It not only includes designing of new service but also devises changes and improvements to existing ones. |
| 13 | Operational Level Agreement (OLA) OLA is an agreement between IT service provider and another part of same organization. |
| 14 | Service Level Report It gives an insight into a service provider’s abipty to depver the agreed service quapty. |
| 15 | Service Level Requirements It is a document containing the requirements for a service from the cpent viewpoint, defining detailed service level targets. |
| 16 | Service Asset Service Assets are the resources and capabipties owned by the service provider enabpng it to depver service to the customer. |
| 17 | Configuration Item (CI) Configuration Item is subset of service assets and have direct impact on depvering services. All servers, networks, apppcations that have an impact on production are known as configuration item. |
| 18 | SACM Service Assets and Configuration Management (SACM) deals with maintaining up-to-date and verified database of all assets and CIs which are also made available to other service management processes. |
| 20 | Change Change refers to modifying the existing services. |
| 21 | Event Event is defined as detectable occurrence that has significance for the depvery of IT service. Events are created by Configuration Item (CI) or monitoring tools. |
| 22 | Incident Incident is defined as any disruption in IT service. Incident can be reported either through the Service Desk or through an interface from event management to incident management tools. |
| 23 | Service Request Service Request refers to demand by the users. These requests can be regarding small changes, changing the password, instalpng additional software apppcation, requesting information etc. |
| 24 | Problem In ITIL, a Problem is defined as unknown cause of one or more incident. |
| 25 | Known Error Known Error is well identified problem with its cause and resolution. It is stored in Known Error Database (KEDB). |