Diccionario Iril V3

ITIL® V3 Glossary v01, 30 May 2007
Version to Workload

Glossary of Terms and
Definitions

ITIL® V3 Glossary, v01, 30 May 2007

Acknowledgements
We would like to express our gratitude and acknowledge the contribution of Stuart Rance and
Ashley Hanna of Hewlett-Packard in the production of this glossary.

Note for readers
This glossary may be freely downloaded.
Seehttp://www.get-best-practice.co.uk/glossaries.aspx for details of licence terms

ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of
Government Commerce, and is Registered in the U.S. Patent and Trademark Office

ITIL® V3 Glossary v01, 30 May 2007
Version to Workload

ITIL® Glossary of Terms, Definitions
Term

Definition

Acceptance

Formal agreement that an ITService, 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 of a Project or
Process.
See Service Acceptance Criteria.

Access
Management

(Service Operation) The Process responsible for allowing Users
to make use of ITServices, 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 Rights
Management or Identity Management.

Account Manager

(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.

Accounting

(Service Strategy) The Process responsible for identifying actual Costs
of delivering IT Services, comparing these with budgeted costs, and
managing variance from the Budget.

Accredited

Officially authorised to carry out a Role. For example an Accredited
body may be authorisedto provide training or to conduct Audits.

Active Monitoring

(Service Operation) Monitoring of a Configuration Item or an IT Service
that uses automated regular checks to discover the current status.
See Passive Monitoring.

Activity

A set of actions designed to achieve a particular result. Activities are
usually defined as part of Processes or Plans, and are documented inProcedures.

Agreed Service
Time

(Service Design) A synonym for Service Hours, commonly used in
formal calculations of Availability. See Downtime.

Agreement

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.

Alert

(ServiceOperation) A warning 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.

ITIL® V3 Glossary v01, 30 May 2007
Version to Workload
Term

Definition

Analytical
Modelling

(Service Strategy) (Service Design) (Continual Service
Improvement) Atechnique 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.

Application

Software that provides Functions that are required by an IT Service.
Each Application may be part of more than one IT Service. An
Application runs on one or more Servers orClients.
See Application Management, Application Portfolio.

Application
Management

(Service Design) (Service Operation) The Function responsible for
managing Applications throughout their Lifecycle.

Application
Portfolio

(Service Design) A database or structured Document used to manage
Applications throughout their Lifecycle. The Application Portfolio
contains key Attributes of...