Itil glossary

ITIL® V3 Glossary v3.1.24, 11 May 2007 Acceptance to Alert

ITIL® Glossary of Terms, Definitions and Acronyms
Term Acceptance Definition Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage ofa Project or Process. See Service Acceptance Criteria. (Service Operation) The Process responsible for allowing Users to make use of IT Services, data, or other Assets. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets. Access Management is sometimes referred to as RightsManagement or Identity Management. (Service Strategy) A Role that is very similar to Business Relationship Manager, but includes more commercial aspects. Most commonly used when dealing with External Customers. (Service Strategy) The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget. Officiallyauthorised to carry out a Role. For example an Accredited body may be authorised to provide training or to conduct Audits. (Service Operation) Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status. See Passive Monitoring. A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans,and are documented in Procedures. (Service Design) A synonym for Service Hours, commonly used in formal calculations of Availability. See Downtime. A Document that describes a formal understanding between two or more parties. An Agreement is not legally binding, unless it forms part of a Contract. See Service Level Agreement, Operational Level Agreement. (Service Operation) A warning that athreshold 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.

Access Management

Account Manager

Accounting

Accredited

Active Monitoring

Activity

Agreed Service Time Agreement

Alert

ITIL® V3 Glossary v3.1.24, 11 May 2007 Analytical Modelling toAssessment
Term Analytical Modelling Definition (Service Strategy) (Service Design) (Continual Service Improvement) A technique that uses mathematical Models to predict the behaviour of a Configuration Item or IT Service. Analytical Models are commonly used in Capacity Management and Availability Management. See Modelling. Software that provides Functions that are required by an IT Service. EachApplication may be part of more than one IT Service. An Application runs on one or more Servers or Clients. See Application Management, Application Portfolio. (Service Design) (Service Operation) The Function responsible for managing Applications throughout their Lifecycle. (Service Design) A database or structured Document used to manage Applications throughout their Lifecycle. The ApplicationPortfolio contains key Attributes of all Applications. The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the Configuration Management System. (Service Design) An External Service Provider that provides IT Services using Applications running at the Service Provider's premises. Users access the Applications by network connections to the Service Provider.(Service Design) The Activity responsible for understanding the Resource Requirements needed to support a new Application, or a major Change to an existing Application. Application Sizing helps to ensure that the IT Service can meet its agreed Service Level Targets for Capacity and Performance. (Service Design) The structure of a System or IT Service, including the Relationships of Components to...