Glossary

Definitions of most of the ITIL terms below are derived from the AXELOS Common Glossary. Copyright © AXELOS Limited 2012. All rights reserved. Material is reproduced with the permission of AXELOS.

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z |

A

Agile
Agreed Service Time (AST)
Alert
Asset
Availability

B

Broadcast
Business Needs Statement (BNS)

C

Capacity management
Capacity plan
CFT (Call for Tender)
Change
Change Advisory Board (CAB)
Change Management
Change model
Change schedule
Client
CMDB (Configuration Management Database)
Configuration Management System (CMS)
Configuration Item (CI)
Continual Service Improvement (CSI)
Critical Success Factor (CSF)
CSI Register
Customer

D

Data-to-Information-to-Knowledge-to-Wisdom (DIKW)
Downtime

E

Emergency Change Advisory Board (ECAB)
Escalation

F

Functional escalation

G

H

Hierarchic escalation

I

Incident
Incident Management
Incident record
Information Security Management (ISM)
Information Security Management System (ISMS)
ITIL
IT infrastructure
ITOM
ITSM

J

K

Knowledge management
Known error
Known error record
KPI (Key Performance Indicator)

L

M

Macroscope
Maintainability
Mean Time Between Failures (MTBF)
Mean Time Between Service Incidents (MTBSI)
Mean Time To Repair (MTTR)
Mean Time to Restore Service (MTRS)
Metrics

N

Notification

O

Operational Level Agreement (OLA)

P

Performance
Priority
Problem
Problem Management
Problem record
Process Manager
Process Owner

Q

R

RACI
Reliability
Resolution
Request Fulfillment
RFC (Request for Change)
Root cause
Root cause analysis (RCA)

S

SACM (Service Asset and Configuration Management)
Security
Security Management Information System (SMIS)
Service
Serviceability
Service Catalogue
Service Catalogue Management
Service Failure Analysis (SFA)
Service Knowledge Management System (SKMS)
Service Level
Service Level Agreement (SLA)
Service Level Target
Service manager
Service owner
Service Portfolio
Service Request
SMART
Sponsor
Subject Matter Expert (SME)

T

TOGAF

U

User

V

W

Waterfall
Workaround
Workflow

X

Y

Z

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