ITIL Basics
ITIL - Home
ITIL - Overview
ITIL - Terminologies
ITIL - Service Basics
ITIL - Service Lifecycle
Service Strategy
ITIL - Service Strategy Overview
ITIL - Service Strategy Roles
ITIL - Strategy Generation
ITIL - Service Portfolio Management
Business Relationship Management
ITIL - Demand Management
ITIL - Financial Management
Service Design
ITIL - Service Design Overview
ITIL - Service Catalogue Management
ITIL - Service Level Management
ITIL - Capacity Management
ITIL - Availability Management
ITIL - Service Continuity Management
Information Security Management
ITIL - Supplier Management
Service Transition
ITIL - Service Transition Overview
ITIL - Project Management
ITIL - Change Management
Service Assets and Configuration Management
Release and Deployment Management
ITIL - Service and Validation Testing
Service Operation
ITIL - Service Operation Overview
ITIL - Event Management
ITIL - Incident and Request
ITIL - Problem Management
ITIL - Access Management
Continual Service Improvement
CSI Overview
Service Reporting

ITIL - Terminologies

In this chapter, we will discuss some basic terminologies of ITIL that will help to understand the tutorial easily and quickly. The following table comprises all basic terminologies required to learn ITIL.

Sr.No.	ITIL Terminologies
1	ITIL Information Technology Infrastructure Library is a set of best practices practiced by most infrastructure service providers to deliver services to the customers to meet their business needs within desired cost and quality.
2	Service Service is a means of delivering value to customers by achieving customer's desired results while working within given constraints.
3	Service Level It is a measured and reported achievement against one or more Service Level Targets.
4	Service Level Agreement It is an agreement between service provider and customer. The SLA describes the IT Service, documents Service Level Targets and specifies the responsibilities of provider and customer.
5	Service Strategy Service Strategy helps to design, develop and implement service management as organizational capabilities and strategic assets as well. It enables a service provider to consistently outperform competitive alternatives over time, across business cycles, industry disruptions and changes in leadership.
6	Service Model Service Model is the high level description of the service and components required to deliver that service.
7	Service Portfolio Service Portfolio is the set of services provided by the service provider.
8	Service Catalogue Service Catalogue is the set of specific services being provided by service provider to a specific customer.
9	Customer Portfolio Customer Portfolio is used to record all customers of IT service provider.
10	Demand Management Demand Management is very important and critical process in service strategy. It helps to understand customer demand for services so that appropriate capacity can be provisioned to meet those demands.
11	Pattern of Business Activity PBA is an extremely important activity achieved by knowing customer how they operate and future requirement they might need.
12	Service Design Service Design provides a blueprint for the services. It not only includes designing of new service but also devises changes and improvements to existing ones.
13	Operational Level Agreement (OLA) OLA is an agreement between IT service provider and another part of same organization.
14	Service Level Report It gives an insight into a service provider’s ability to deliver the agreed service quality.
15	Service Level Requirements It is a document containing the requirements for a service from the client viewpoint, defining detailed service level targets.
16	Service Asset Service Assets are the resources and capabilities owned by the service provider enabling it to deliver service to the customer.
17	Configuration Item (CI) Configuration Item is subset of service assets and have direct impact on delivering services. All servers, networks, applications that have an impact on production are known as configuration item.
18	SACM Service Assets and Configuration Management (SACM) deals with maintaining up-to-date and verified database of all assets and CIs which are also made available to other service management processes.
20	Change Change refers to modifying the existing services.
21	Event Event is defined as detectable occurrence that has significance for the delivery of IT service. Events are created by Configuration Item (CI) or monitoring tools.
22	Incident Incident is defined as any disruption in IT service. Incident can be reported either through the Service Desk or through an interface from event management to incident management tools.
23	Service Request Service Request refers to demand by the users. These requests can be regarding small changes, changing the password, installing additional software application, requesting information etc.
24	Problem In ITIL, a Problem is defined as unknown cause of one or more incident.
25	Known Error Known Error is well identified problem with its cause and resolution. It is stored in Known Error Database (KEDB).