ITIL Definitions
ITIL Terms Defined
- Capability
- the ability to coordinate, control and deploy resources to produce value
- Critical Success Factor
- CSF - something that must happen for a project, plan or service to succeed
- Four Ps
- the four major areas that need to be considered in the design of effective service management: People, Partners/Suppliers, Products/Technology and Processes
- Fugitives
- Lost calls on the Service Desk. A problem for Service Operaitons because they indicate the existence of a fault that has not been reported
- Functions
- self-contained units of organisation specialised to perform certain types of work for specific outcomes
- Goal
- Helps to decide on an action
- Key Performance Indicator
- KPI - metrics used to manage a service, process or activity and are derived from CSFs
- Metric
- Something that is measured
- Measurement
- States how something will be measured
- Objective
- Should be SMART - Specific, Measurable, Agreed, Realistic and Trackable
- Portfolio
- A set of projects or programs brought together for control, coordination and optimisation
- Process
- a set of coordinated activities combining resources and capabilities to produce an outcome that creates value for a customer
- Process Manager
- Person responsible for the realisation and structure of the process, and reports to the process owner
- Process Owner
- Person responsible for the process results
- Process Operative
- Person responsible for defined activities which are reported to the Process Manager
- Program
- Consists of a number of projects and activities planned and managed together to achieve a set of related objectives
- Project
- A temporary organisation, with people and other assets required to achieve an objective
- Risk
- Uncertainty of outcome
- Role
- a set of responsibilities defined in a process and assigned to a person or team
- Service
- something of value to a customer that is not goods
- Service
- a means of delivering value to customers by facilitating outcomes customers want to achieve, without ownership of specific costs and risks
- Service Level Agreement
- a description of the agreed service, what both parties will provide to each other and how the level of service will be measured