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Glossary
Version 1, August 2016
Are you looking to improve your knowledge of IT Service Management, but you aren’t sure
how to resolve this issue? Well, look no further as we have the solution for you!
The guide that you will find in the pages that follow, aims to provide you with the essential
information to help improve your knowledge, perhaps as a revision aid, especially if you are
about to undertake the ITIL Foundation course and/or exam. Or, perhaps you may wish to
use it to reinforce the concepts that you are now familiar with (having taken the certification),
so are now looking to put that knowledge into practice. Therefore, this could be used as a
stand-alone study aid.
The guide provides an overview of each process within the stage of that particular aspect of
the ITIL lifecycle, followed by the key terms, topics or points relevant to that stage.
In addition to this guide, you may likely need to have access to the ITIL Glossary in order
that you have a clear understanding of the terminology used throughout the guide, which will
also provide invaluable as and when you decide to embark on another ITIL course of your
choice.
Purple Griffon are ITIL Training & Consultancy specialists, having been formed in 2002, and
over the years have successfully trained many individuals.
Additional Resources
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited
What is ITIL?
ITIL, is the acronym for Information Technology Infrastructure Library, which is the most
widely accepted approach that organisations can adopt within IT. By adopting and adapting
the framework, it enables organisations to use the IT infrastructure more effectively and
efficiently to help achieve the targets agreed with the business by transforming the
organisation, thereby facilitating change and growth.
Sources of ‘Good Practice’ Sources for best practices include public frameworks,
standards, and the proprietary knowledge of organisations and individuals.
Service Management as a Practice - Service management is a set of specialised
organizational capabilities for providing value to customers in the form of services.
Key terms:
Process - Provides change and transformation towards a goal, Process
definitions describe actions, dependencies, and sequence. It is Measurable, has
Specific results, Customers, and Responds to a specific event
Function - Units of organisations specialised to perform certain types of work and
responsible for specific outcomes. Self-contained with capabilities and resources
necessary for their performance and outcomes.
A Service - a means of delivering value to customers by facilitating outcomes
customers want to achieve without the owner-ship of specific costs and risks
Service Management - a set of specialised organisational capabilities for
providing value to customers in the form of services
Utility is fit for purpose and Warranty is fit for use (being assured levels of
availability, capacity, security and continuity)
RACI model - Used for documenting the roles and responsibilities of stakeholders
in a process or activity. Responsible, Ac-countable, Consulted and Informed.
Automation
Increased use of ‘Self Service’ technologies. Areas that may benefit from automation:
Design and modelling
Service catalogue
Pattern recognition and analysis
Classification, prioritisation and routing
Detection and monitoring
Optimisation
Service Strategy
Service Portfolio Management
A service provider’s method for prioritising investments in order to develop new services,
modify existing services, or retire old services. Service portfolio management helps the
service provider to decide on a strategy to serve its customers and develop its offerings and
capabilities. For this reason, service portfolio management is a key element in the
management of offerings in the IT service catalogue.
Demand Management
A service provider’s method for forecasting its customers’ future demand for IT services,
typically through analysis of business plans, the adequacy of existing services, and evolution
in the technology marketplace.
Financial Management
A service provider’s methods for budgeting, accounting, and allocating costs of IT services
delivered with the specific goals of aligning spending with strategic objectives and improving
the transparency of IT spend.
Service Strategy provides guidance on how to design, develop, and implement service
management not only as an organisational capability but also as a strategic asset.
Perception of value
Demand Management
o Patterns of business activity
o Linked to Capacity Management
Service Portfolio Management - The complete set of Services that are managed by the
Service Provider. The Service Portfolio is used to manage the entire Lifecycle of all
Services, and includes three categories:
o Service Pipeline – Services proposed or in Development
o Service Catalogue – Live Services or those available for Deployment
o Retired Services – Decommissioned / retired Services
Risk Management
o Risk Analysis
o Risk Management
Financial Management for IT Services - The Function and Processes responsible for
managing an IT Service Provider's Budgeting, Accounting and Charging Requirements.
Service Design
Design coordination
Aims to coordinate all service design activities, processes and resource.
Service-Level Management
A service provider’s method for ensuring that a service meets customers’ functional and
technical performance requirements by mapping a business service to numerous supporting
services, validating that the required service levels are technically and economically feasible,
and negotiating alternatives where they are not.
Capacity Management
A service provider’s method of managing all business, service, and component capacity
requirements—both current and future—in a timely and cost-effective manner.
Availability Management
Security Management
A service provider’s method for securing all services and service management operations
and aligning IT security with business security.
Supplier Management
A service provider’s method for securing consistent, cost-effective quality from all suppliers
engaged in service delivery. Because expectations are typically codified in contractual
agreements, supplier management is often highly integrated with service level management.
The main purpose of the Service Design stage of the lifecycle is the design of new or
changed service for introduction into the live environment. Important that a holistic
approach to all aspects of design is adopted and that when changing or amending any of
the individual elements of design all other aspects are considered.
Key Roles:
Service Level Management
o SLRs, Negotiating SLAs and OLAs, Service Reviews, Service Improvement Plan,
relationship with BRM
Service Catalogue Management
o Managing the Service Catalogue (Customer/Technical views)
Capacity Management
o BCM, SCM, CCM, Application sizing, Modelling, Trending, Demand
Management, Tuning, Capacity Plan
Availability Management
ITIL Cheat Sheet v1.00 Page:5
Service Transition
Transition planning and support
To plan and coordinate the resources to deploy a major release within the predicted cost,
time and quality estimates.
Change Management
A service provider’s method for managing service change to reduce resource commitments
and minimize disruption to regular operations.
Change Evaluation
The aims of this process is to assess major changes, like the introduction of a new service or
a substantial change to an existing service, before those changes are allowed to proceed to
the next phase in their lifecycle
Knowledge Management
A service provider’s method for collecting, maintaining, and dispensing reliable information
about services throughout its lifecycle.
The main purpose of Service Transition is to plan and manage the resources to establish
successfully a new or changed service into production within the predicted cost, quality
and time estimates
Key Roles
o Change Management
3 types of change model, Std, Normal, Emergency
o Knowledge Management
to share perspectives, ideas, experience and information
Service Operation
Event Management
A service provider’s method for monitoring the IT infrastructure in order to detect, categorize,
and correct any exceptional conditions or events that would impede normal operations.
Access Management
Aims to grant authorised users the right to use a service, while preventing access to non -
authorised users.
Incident Management
A service provider’s method for managing incidents to restore normal service as quickly as
possible with minimal impact on business operations and user productivity.
Problem Management
A service provider’s method for minimizing adverse business impact by preventing recurring
incidents that stem from underlying errors in the IT infrastructure.
Request Fulfilment
A service provider’s method for responding to users’ requests for information, advice, routine
changes, or service access. Request Fulfilment is designed to differentiate business-
impacting incidents from simple requests
Service Measurement and Service Reporting are sub-processes within CSI and are a
service provider’s method for delivering metrics and reporting on all other ITIL processes to
either validate or correct current actions.
The main purpose of CSI is to continually align and re-align IT services to changing
business needs by identifying and implementing improvements. This covers the lifecycle
and looks at process effectiveness and cost efficiencies
The primary concern of CSI is to learn and Improve
Deming Cycle Plan, Do, Check and Act (PDCA)
The Continual Service Improvement approach:
o What is the vision?
o Where are we now?
o Where do we want to be?
o How do we get there?
o Did we get there?
o Keeping the momentum going
The 7 step improvement process - Identify the strategy for improvement, Define what
you will measure, Gather the data, Process the data, Analyse the data, Present and use
the data, Implement improvements
Business Value, in terms of:
o Improvements e.g. 20% reduction in failed changes due to improved change
process
o Benefits e.g. Saving of £50,000, due to less failed changes
o ROI (Return on Investment) e.g. The saving minus the improvement cost
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Alert – (ITIL® Service Operation) A notification 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.
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Benchmark – (ITIL® Continual Service Improvement) (ITIL® Service
Transition) A baseline that is used to compare related data sets as part of
a benchmarking exercise.
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Change Model – (ITIL® Service Transition) A repeatable way of dealing
with a particular category of change. A change model defines specific
agreed steps that will be followed for a change of this category. Change
models may be very complex with many steps that require authorisation
(e.g. major software release) or may be very simple with no requirement
for authorisation (e.g. password reset).
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Commercial Off The Shelf (COTS) – (ITIL® Service Design) Pre-existing
application software or middleware that can be purchased from a third
party.
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changed IT services, Service Management information systems,
architectures, technology, processes, information and metrics.
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future. Fault tree analysis represents a chain of events using Boolean
notation in a diagram.
Fit For Purpose – (ITIL® Service Strategy) The ability to meet an agreed
level of utility. Fit for purpose is also used informally to describe a process,
configuration item, IT service etc. that is capable of meeting its objectives
or service levels. Being fit for purpose requires suitable design,
implementation, control and maintenance.
Fit For Use – (ITIL® Service Strategy) The ability to meet an agreed level
of warranty. Being fit for use requires suitable design, implementation,
control and maintenance.
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Incident Management – (ITIL® Service Operation) The process
responsible for managing the Lifecycle of all incidents. Incident
Management ensures that normal Service Operation is restored as quickly
as possible and the business impact is minimised.
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IT Service Continuity Plan – (ITIL® Service Design) A plan defining the
steps required to recover one or more IT services. The plan also identifies
the triggers for invocation, people to be involved, communications etc. The
IT Service Continuity Plan should be part of a Business Continuity Plan.
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Mean Time Between Failures (MTBF) – (ITIL® Service Design) A metric
for measuring and reporting reliability. MTBF is the average time that an IT
service or other configuration item can perform its agreed function without
interruption. This is measured from when the configuration item starts
working, until it next fails.
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revenue that would have been generated by using the resources in a
different way.
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Service Catalogue Management – (ITIL® Service Design) The process
responsible for providing and maintaining the service catalogue and for
ensuring that it is available to those who are authorised to access it.
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Service portfolio management considers services in terms of the business
value that they provide.
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Service Validation and Testing ensures that the IT service matches its
design specification and will meet the needs of the business.
Strategic Asset – (ITIL® Service Strategy) Any asset that provides the
basis for core competence, distinctive performance or sustainable
competitive advantage, or which allows a business unit to participate in
business opportunities. Part of Service Strategy is to identify how IT can
be viewed as a strategic asset rather than an internal administrative
function.
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Transition Planning and Support – (ITIL® Service Transition) The
process responsible for planning all Service Transition processes and
coordinating the resources that they require.
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