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In this chapter, we will discuss some basic ITIL terms to help you understand the tutorial easily and quickly. The following table lists all the basic terms you need to learn ITIL; for more info check ITIL official website https://itil.press.

ITIL terminology

ITIL

The Information Technology Infrastructure Library is a set of best practices practiced by most infrastructure service providers to provide services to customers according to their business needs at the desired cost and quality.

Service

Service is a means of adding value to customers by achieving desired results when operating under certain conditions.

Service Level

It is a measured and recorded achievement against one or more service level objectives.

Service Level Agreement

This is an agreement between the service provider and the client. The SLA describes the IT service, documents the service level targets, and defines the responsibilities of the provider and customer.

Maintenance strategy

A service strategy helps design, develop, and implement service management for both organizational capabilities and strategic assets. This allows the service provider to consistently outperform competitive alternatives over time, through business cycles, industry disruptions, and leadership changes.

Service model

A service model is a high-level description of a service and the components required to provide it.

Service portfolio

A service portfolio is a set of services provided by a service provider.

Service catalog

A service catalog is a set of specific services provided by a service provider to a specific customer.

Client Portfolio

The customer portfolio is used to enroll all of the IT service provider's customers.

Demand management

Demand management is a very important and critical process in a service strategy. It helps to understand consumer demand for services to provide the appropriate capacity to meet those needs.

Structure of business activity

PBA is an extremely important activity, which is achieved by knowing the client, how he works, and the future requirements that he may need.

Service Design

Service Design provides a blueprint for services. It not only involves designing a new service, but also developing changes and improvements to existing ones.

Operational Level Agreement (OLA)

An OLA is an agreement between an IT service provider and another part of the same organization.

Service Level Report

This gives an indication of the service provider's ability to deliver consistent quality of service.

Service Level Requirements

This is a document that contains the requirements for a service from the customer's point of view and defines detailed service level objectives.

Service Active

Service assets are the resources and capabilities owned by a service provider that enable it to provide services to a customer.

Configuration Item (CI)

The configuration item is a subset of service assets and has a direct impact on the provision of services. All servers, networks, applications that affect the operation are called configuration items.

SACM

Service Asset and Configuration Management (SACM) deals with maintaining an up-to-date and validated database of all assets and CIs that are also available to other service management processes.

Change

Change refers to changing existing services.

Event

An event is defined as a detectable event that is relevant to the provision of IT services. Events are generated by a configuration item (CI) or monitoring tools.

Incident

An incident is defined as any disruption to an IT service. An incident can be reported either through the help desk or through the event management interface to incident management tools.

Service Request

The service request refers to the requirement of the users. These requests may be for small changes, password changes, installing additional software, requesting information, etc.

Problem

In ITIL, a Problem is defined as the unknown cause of one or more incidents.

Known error

A known error is a well-identified problem with its cause and resolution. It is stored in the Known Error Database (KEDB).

ITIL 4

The Information Technology Infrastructure Library is a set of best practices practiced by most infrastructure service providers to provide services to customers according to their business needs at the desired cost and quality.

Service

Service is a means of adding value to customers by achieving desired results when operating under certain conditions.

Service Level

It is a measured and recorded achievement against one or more service level objectives.