ITIL Terminology

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Across
  1. 3. / The addition, modification, or removal of anything that could have an effect on IT services. Scope includes changes to all architecture, processes, tools, metrics, and documentation, as well as changes to IT services and other configuration items (CI).
  2. 6. cause analysis / An activity that identifies the root cause of an incident or problem.
  3. 7. / A category used to identify the relative importance of an Incident, Problem or Change. Priority is based on impact and urgency and is used to identify required times for actions to be taken. For example, the SLA may state that Priority 2 Incidents must be resolved within 12 hours.
  4. 9. / A measure of how long it will be until an Incident, Problem or Change has a significant impact on the business. For example, a high Impact Incident may have low urgency, if the impact will not affect the business until the end of the financial year. Impact and urgency are used to assign Priority.
  5. 10. / An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a Configuration Item that has not yet impacted service is also an Incident; for example, failure of one disk from a mirror set.
Down
  1. 1. / An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
  2. 2. / Any change of state that has significance for the management of an IT service or other configuration item. The term can also be used to mean an alert or notification created by any IT service, Configuration Item or a Monitoring tool. Events typically require IT Operations personnel to take actions and often lead to Incidents being logged.
  3. 3. Item / Any component or other service asset that needs to be managed in order to deliver an IT services. Typically include hardware, software, buildings, people, documentation, services, etc.
  4. 4. Incident / The highest category of impact for an Incident which causes significant disruption to the business. A separate procedure with shorter timescales and greater urgency should be used to handle Major Incidents. There are two levels of major incidents, one that impacts critical services and the other impacts non-critical services; in both cases the level of impact has a profound impact on overall business operations
  5. 5. / A measure of the effect of an Incident, Problem, or Change on Business Processes. Impact is often based on how Service Levels will be affected. Impact and urgency are used to assign priority.
  6. 7. / A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
  7. 8. Request / A formal request from a user for something to be provided, for example, a request for information or advice, to reset a password or to install a workstation for a new user. Service requests are managed by the Request Fulfillment process, usually in conjunction with the service desk. Service requests may be linked to a request for change (RFC) as part of fulfilling the request.