CA Service Management

ITIL - Glossary of Terms, Definitions and Acronyms 

06-24-2015 10:28 AM

ITIL - Glossary of Terms, Definitions and Acronyms


ITIL® V3 Glossary v3.1.24, 11 May 2007




Asset (Service Strategy) AtivoactivoAny Resource or Capability. Assets of a Service Provider include anything that could contribute to the delivery of a Service. Assets can be one of the following types: Management, Organisation, Process, Knowledge, People, Information, Applications, Infrastructure, and Financial Capital.
Asset ManagementAdminister the assets from a business perspective. Values and cost.
Best PracticeMelhores Práticasmejor(es) práctica(s)Proven Activities or Processes that have been successfully used by multiple Organisations. ITIL is an example of Best Practice.
Business Impact Analysis (BIA) (Service Strategy)análisis de impacto al negocioBIA is the Activity in Business Continuity Management that identifies Vital Business Functions and their dependencies. These dependencies may include Suppliers, people, other Business Processes, IT Services etc. BIA defines the recovery requirements for IT Services. These requirements include Recovery Time Objectives, Recovery Point Objectives and minimum Service Level Targets for each IT Service.
Business Unit (Service Strategy)A segment of the Business which has its own Plans, Metrics, income and Costs. Each Business Unit owns Assets and uses these to create value for Customers in the form of goods and Services.
Call (Service Operation)llamadaA telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged.
Call Centre (Service Operation)centro de atención telefónicaAn Organisation or Business Unit which handles large numbers of incoming and outgoing telephone calls. See Service Desk.
Call Type (Service Operation)tipo de llamadaA Category that is used to distinguish incoming requests to a Service Desk. Common Call Types are Incident, Service Request and Complaint.
Capacity Plan (Service Design)planificación de la capacidadA Capacity Plan is used to manage the Resources required to deliver IT Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service Level Targets.
CategorycategoriacategoríaA named group of things that have something in common. Categories are used to group similar things together. For example Cost Types are used to group similar types of Cost. Incident Categories are used to group similar types of Incident, CI Types are used to group similar types of Configuration Item.
ClientclienteclienteA generic term that means a Customer, the Business or a Business Customer. For example Client Manager may be used as a synonym for Account Manager. The term client is also used to mean: • A computer that is used directly by a User, for example a PC, Handheld Computer, or Workstation. • The part of a Client-Server Application that the User directly interfaces with. For example an email Client.
Confidentiality (Service Design)ConfidencialidadeconfidencialidadA security principle that requires that data should only be accessed by authorised people.
Configuration (Service Transition)A generic term, used to describe a group of Configuration Items that work together to deliver an IT Service, or a recognizable part of an IT Service. Configuration is also used to describe the parameter settings for one or more CIs.
Configuration Item (CI) (Service Transition)Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the control of Change Management. CIs typically include IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs.
Dashboard: (Service Operation)A graphical representation of overall IT Service Performance and Availability. Dashboard images may be updated in real-time, and can also be included in management reports and web pages. Dashboards can be used to support Service Level Management, Event Management or Incident Diagnosis.
Definitive Media Library (DML) (Service Transition)biblioteca definitiva de medios (DML)One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored. The DML may also contain associated CIs such as licenses and documentation. The DML is a single logical storage area even if there are multiple locations. All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System. Only software from the DML is acceptable for use in a Release.
Deming Cycle (PDCA)Ciclo de DemingDeming CycleSynonym for Plan Do Check Act.
Effectiveness (Continual Service Improvement)A measure of whether the Objectives of a Process, Service or Activity have been achieved. An Effective Process or Activity is one that achieves its agreed Objectives. See KPI.
Efficiency (Continual Service Improvement)A measure of whether the right amount of resources have been used to deliver a Process, Service or Activity. An Efficient Process achieves its Objectives with the minimum amount of time, money, people or other resources. See KPI.
Event Service Operation)A change of state which has significance for the management of a Configuration Item or IT Service. The term Event is also used to mean an Alert or notification created by any IT Service, Configuration Item or Monitoring tool. Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged
Fault Tolerance (Service Design)tolerancia a fallasThe ability of an IT Service or Configuration Item to continue to Operate correctly after Failure of a Component part. See Resilience, Countermeasure.
Fishbone Diagramdiagrama espina de pescado Synonym for Ishikawa Diagram. (Service Operation) (Continual Service Improvement) A technique that helps a team to identify all the possible causes of a Problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.
Follow the Sun (Service Operation)Sigue el solA methodology for using Service Desks and Support Groups around the world to provide seamless 24 * 7 Service. Calls, Incidents, Problems and Service Requests are passed between groups in different time zones.
Help Desk (Service Operation)A point of contact for Users to log Incidents. A Help Desk is usually more technically focussed than a Service Desk and does not provide a Single Point of Contact for all interaction. The term Help Desk is often used as a synonym for Service Desk
Impact (Service Operation) (Service Transition)impacto A measure of the effect of an Incident, Problem or Change on Business Processes. Impact is often based on how Service Levels will be affected. Impact and Urgency are used to assign Priority.
Incident (Service Operation)IncidenteAn unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set.
IT Service Management (ITSM)The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, Process and Information Technology. See Service Management.
Inventory ManagementIncludes the procedures for detection and administration of the inventory of IT assets. Mostly the techinical features are maintained.
Kano Model (Service Strategy)A Model developed by Noriaki Kano that is used to help understand Customer preferences. The Kano Model considers Attributes of an IT Service grouped into areas such as Basic Factors, Excitement Factors, Performance Factors etc.
Root causeCausa raizCausa raízThe underlying or original cause of an incident or problem.   (ITIL Service Operation)
Service  CatalogCatálogo de Serviçocatalogo de serviciosITIL defines a service catalog as a list or directory of services provided to employees (and sometimes to customers), which enables users to submit requests and a service delivery department (such as IT) to fulfill them. Service catalogs are a key component of ITIL standards for IT service delivery management.


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Author: Tiago Macul

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