commonly used ITIL terms in service delivery and service support areas are
Any event that is not part of the standard operation of
a service and causes, or may cause, an interruption to, or a reduction in, the
quality of service.
The undiagnosed root cause of one or more incidents.
An incident or problem for which the root cause is known
and a temporary workaround or a permanent alternative has been identified. If a
business case exists, an RFC will be raised, but—in any event—it remains a
known error unless it is permanently fixed by a change.
An incident with a high impact, or potentially high
impact, which requires a response that is above and beyond that given to normal
incidents. Typically, these incidents require cross-company coordination,
management escalation, the mobilization of additional resources, and increased
A function that provides the vital day-to-day contact
point between customers, users, IT services, and third-party organizations. The
service desk not only coordinates the incident management process, but also
provides an interface into many other IT processes.
Requests for new or altered service. The types of
service requests vary between organizations, but common ones include requests
for information (RFI), procurement requests, and service extensions. Requests
for change (RFC) may also be included as part of service request.
Also known as a permanent fix. An identified means of
resolving an incident or problem that provides a resolution of the underlying
An identified means of resolving a particular incident,
which allows normal service to be resumed, but does not actually resolve the
underlying cause that led to the incident in the first place.
A documented plan detailing how a specific change, or
release, can be undone after being applied, if deemed necessary.
Change advisory board (CAB).
The CAB is a cross-functional group set up to evaluate
change requests for business need, priority, cost/benefit, and potential impacts
to other systems or processes. Typically the CAB makes recommendations for
implementation, further analysis, deferment, or cancellation.
Request for change (RFC).
The formal change request, including a description of
the change, components affected, business need, cost estimates, risk assessment,
resource requirements, and approval status.
An internal agreement with support IT functions,
Objectives within an operating level agreement that
indicate the measures to be reported in the operational environment. The
operating level objectives are aligned to the service level objectives.
A business function deliverable by one or more IT
service components (hardware, software, and facility) for business use.
A comprehensive list of services, including priorities
of the business and corresponding SLAs.
Service level agreement.
A written agreement documenting the required levels of
is agreed on by the IT service provider and the business, or the IT service
provider and a third-party provider.
The process of defining and managing through monitoring,
reporting, and reviewing the required and expected level of service for the
business in a cost-effective manner.
Objectives within an
detailing specific key expectations for that service.
The operations management review for service level
management. Also referred to as the SLA Review. This involves reviews of the
SLAs and performance against objectives, and a review of previous and potential
issues that may affect services.
A legally binding contract, in place of or in addition
. This contract is with a third-party service provider on which service
deliverables for the
have been built.