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 | ITILInformation Technology Infrastructure Library is a set of best practices practiced by most infrastructure service providers to deliver services to the customers to meet their business needs within desired cost and quality. |
| 2 | ServiceService is a means of delivering value to customers by achieving customer’s desired results while working within given constraints. |
| 3 | Service LevelIt is a measured and reported achievement against one or more Service Level Targets. |
| 4 | Service Level AgreementIt is an agreement between service provider and customer. The SLA describes the IT Service, documents Service Level Targets and specifies the responsibilities of provider and customer. |
| 5 | Service StrategyService Strategy helps to design, develop and implement service management as organizational capabilities 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 ModelService Model is the high level description of the service and components required to deliver that service. |
| 7 | Service PortfolioService Portfolio is the set of services provided by the service provider. |
| 8 | Service CatalogueService Catalogue is the set of specific services being provided by service provider to a specific customer. |
| 9 | Customer PortfolioCustomer Portfolio is used to record all customers of IT service provider. |
| 10 | Demand ManagementDemand 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 ActivityPBA is an extremely important activity achieved by knowing customer how they operate and future requirement they might need. |
| 12 | Service DesignService 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 ReportIt gives an insight into a service provider’s ability to deliver the agreed service quality. |
| 15 | Service Level RequirementsIt is a document containing the requirements for a service from the client viewpoint, defining detailed service level targets. |
| 16 | Service AssetService Assets are the resources and capabilities owned by the service provider enabling it to deliver service to the customer. |
| 17 | Configuration Item (CI)Configuration Item is subset of service assets and have direct impact on delivering services. All servers, networks, applications that have an impact on production are known as configuration item. |
| 18 | SACMService 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 | ChangeChange refers to modifying the existing services. |
| 21 | EventEvent is defined as detectable occurrence that has significance for the delivery of IT service. Events are created by Configuration Item (CI) or monitoring tools. |
| 22 | IncidentIncident 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 RequestService Request refers to demand by the users. These requests can be regarding small changes, changing the password, installing additional software application, requesting information etc. |
| 24 | ProblemIn ITIL, a Problem is defined as unknown cause of one or more incident. |
| 25 | Known ErrorKnown Error is well identified problem with its cause and resolution. It is stored in Known Error Database (KEDB). |