ITIL Term Flashcards
To understand what ITIL means for the firm.
IT Service Management
The implementation and management of quality IT services that meet the needs of the business. Performed by IT service providers through an appropriate mix of people, process and information technology.
ITIL
A set of best-practice solutions for IT service management. These publications gives guidance on the provision of quality IT services and the processes, functions and other capabilities that support them.
Service Catalog
A database with information about all live IT services, including those available for deployment. The service catalog contains information about two types of IT service: customer-facing services and that are visible to the business and supporting services required by the service provider to deliver customer-facing services.
Change Advisory Board
A group of people that support the assessment, prioritization, authorization, and scheduling of changes. This board is usually made up of representatives from all areas within the IT service provider.
Change Management
The process responsible for controlling the lifecycle of all changes. Allowing for beneficial changes to be made with minimum disruption to IT services.
Change Schedule
A list of all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes.
Configuration Item (CI)
Any component or other service asset that needs to be managed in order to deliver an IT service. Info about each CI is recorded in a configuration record within the configuration management database.
Configuration Management Database (CMDB)
A database used to store configuration records throughout their lifecycle. The database stores attributes of configuration items, and relationships with other configuration items.
Emergency Change
A change that must be introduced as soon as possible (ex. to resolve a major incident or implement a security patch.)
Knowledge Base
A logical database containing data and information used by the knowledge management system.
Knowledge Management
The process responsible for sharing perspectives, ideas, experience and information, and ensuring that these are available in the right place and at the right time.
Incident
An unplanned interruption to an IT service or reduction in the quality of an IT service.
Incident Management
The process responsible for managing the lifecycle of all incidents. Incident Management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
Major Incident
The highest category of impact for an incident. A major incident results in significant disruption to the business.
Problem
A cause of one of more incidents. The cause is usually not known at the time a problem record is created, and the problem management process is responsible for further investigation.
