ITIL 4 Glossary
Quick reference for key terms and definitions.
A
Agile
An umbrella term for a collection of frameworks and techniques that enable teams to work in a way typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. Agile is one of the influences incorporated into ITIL 4.
Availability
The ability of an IT service or other configuration item to perform its agreed function when required. Availability is often expressed as a percentage.
C
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change Authority
A person or group responsible for authorizing a change. The correct change authority must be assigned to each type of change and change model to ensure change enablement is efficient and effective.
Change Model
A repeatable approach to the management of a particular type of change. Change models define steps to handle changes of a specific type, including who is involved and the timeline.
Change Schedule
A calendar of authorized changes and their planned implementation dates. Used to plan changes, assist communication, avoid conflicts, and assign resources.
Configuration Item (CI)
Any component that needs to be managed in order to deliver an IT service. CIs may include hardware, software, networks, buildings, people, suppliers, and documentation.
Continual Improvement
A recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations. The ITIL Continual Improvement Model provides a structured approach to improvement.
Continual Improvement Register (CIR)
A documented list of improvement opportunities and ideas, ranging from small improvements to major initiatives. Used to track and prioritize improvements across the organization.
Cost
The amount of money spent on a specific activity or resource. From the consumer's perspective, cost is one of the elements removed from them by the service provider.
Customer
A role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
D
Demand
Input to the service value chain driven by opportunities and needs from internal and external consumers. Demand, alongside opportunity, triggers activity in the service value system.
Deployment
The movement of any service component to any environment. Deployment management is responsible for moving new or changed hardware, software, documentation, and processes to live or other environments.
DevOps
An organizational philosophy that aims to accelerate the delivery of services by improving the flow of work in the service value chain. DevOps focuses on breaking down silos between development and operations teams. It is one of the key influences on ITIL 4.
E
Emergency Change
A change that must be implemented as soon as possible — for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the authorization process is expedited.
Event
Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.
F
Feedback Loop
A mechanism whereby the outputs of one part of a system are used as inputs to that same system. Feedback loops are essential to the 'progress iteratively with feedback' guiding principle, allowing organizations to improve direction and decisions iteratively.
Four Dimensions
The four perspectives that are critical to the successful facilitation of value for customers and other stakeholders: Organizations and people, Information and technology, Partners and suppliers, and Value streams and processes.
G
Governance
The means by which an organization is directed and controlled. In the SVS, governance ensures that policies and continual improvement are aligned with the organization's direction.
Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. The seven guiding principles are: Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, and Optimize and automate.
I
Incident
An unplanned interruption to a service or reduction in the quality of a service.
IT Asset
Any financially valuable component that can contribute to the delivery of an IT product or service. IT assets include infrastructure, software, data, and documentation.
ITIL
Information Technology Infrastructure Library - a set of detailed practices for IT service management that focuses on aligning IT services with the needs of business.
K
Known Error
A problem that has been analyzed but has not been resolved. Once initial analysis is complete and faulty components have been identified, a documented workaround may be applied while the problem remains in known error status.
L
Lean
An approach that focuses on improving workflows by maximizing value and minimizing waste. Lean thinking is one of the influences incorporated into ITIL 4.
M
Major Incident
An incident with significant business impact that requires a separate procedure. Major incidents typically involve a dedicated team and crisis communication, and are resolved with a separate shortened timeline and urgency.
N
Normal Change
A change that is not an emergency change or a standard change. Normal changes need to be scheduled, assessed, and authorized following a defined process.
O
Opportunity
A chance to add value for stakeholders or otherwise improve the organization. Along with demand, opportunity is an input to the service value system.
Outcome
A result for a stakeholder enabled by one or more outputs.
Output
A tangible or intangible deliverable of an activity.
P
PESTLE
A model for analyzing external factors that can influence an organization: Political, Economic, Social, Technological, Legal, and Environmental factors.
Practice
A set of organizational resources designed for performing work or accomplishing an objective.
Problem
A cause, or potential cause, of one or more incidents.
Process
A set of interrelated or interacting activities that transform inputs into outputs.
R
Release
A version of a service or other configuration item, or a collection of configuration items, that is made available for use. Releases are moved to live environments by deployment management.
Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
S
Service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Service Catalog
Structured information about all the live services and service offerings of a service provider, available to the intended users. It is a subset of the service portfolio.
Service Consumer
An organization or person that receives services. The service consumer role includes customers, users, and sponsors.
Service Consumption
Activities performed by an organization to consume services. Includes management of consumer resources, service use, requesting service actions, and reporting issues.
Service Level Agreement (SLA)
A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. SLAs should be based on the service's business-related objectives, not just operational metrics.
Service Level Target
A commitment documented in a service level agreement. Service level targets are based on service level requirements and are needed to ensure that the service design is fit for purpose.
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Offering
A description of one or more services, designed to address the needs of a target consumer group. May include goods, access to resources, and service actions.
Service Portfolio
A complete list of the services managed by a service provider, including all services currently delivered, those being developed, and those that have been retired.
Service Provider
An organization or person that provides services.
Service Provision
Activities performed by an organization to provide services. Includes management of provider resources, access to resources, fulfilment of agreed service actions, service level management, and continual improvement.
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Request
A request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery. Service requests are not failures — they are pre-defined, expected interactions.
Service Value Chain
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. The six activities are: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support.
Service Value System
A model describing how all the components and activities of an organization work together to facilitate value creation. The SVS includes guiding principles, governance, service value chain, practices, and continual improvement.
Sponsor
A role that authorizes budget for service consumption.
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, process, or other entity.
Standard Change
A change that is low-risk, fully understood, pre-authorized, and can be implemented without needing additional authorization. Standard changes are often initiated as service requests.
U
User
A role that uses services.
Utility
The functionality offered by a product or service to meet a particular need. Utility determines whether a service is "fit for purpose."
V
Value
The perceived benefits, usefulness, and importance of something.
Value Stream
A series of steps an organization undertakes to create and deliver products and services to consumers.
W
Warranty
The assurance that a product or service will meet agreed requirements. Warranty determines whether a service is "fit for use" and typically relates to availability, capacity, security, and continuity.
Workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Workarounds are documented in problem records.