ITIL Foundations teminologi

Value stream

A series of steps an organization undertakes to create and deliver products and services to consumers.

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.

Service relationship

A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management.

Product

A configuration of an organization's resources designed to offer value for a consumer.

Service offering

A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

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.

Organization

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

Sponsor

A person who authorizes budget for service consumption.

Customer

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

User

A person who uses services.

Risk

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Known error

A problem that has been analysed and has not been resolved.

Continual improvement

A recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations.

Service request

A request from a user or user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery.

Process

A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies.

Service management

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Workaround

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

Stakeholders

A stakeholder is a party that has an interest in a company and can either affect or be affected by the business.

Output

A tangible or intangible deliverable of an activit

Release

A version of a service or other configuration item, or a collection of configuration items, that is made available for use.

Warranty

Assurance that a product or service will meet agreed requirements. Warranty can be summarized as 'how the service performs' and can be used to determine whether a service is 'fit for use'. Warranty often relates to service levels aligned with the needs of service consumers.

Incident

An unplanned interruption to a service, or reduction in the quality of a service.

Cost

The amount of money spent on a specific activity or resource.

Utility

The functionality offered by a product or service to meet a particular need. Utility can be summarized as 'what the service does' and can be used to determine whether a service is 'fit for purpose'. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

Standard change

These are low-risk, pre-authorized changes that are wellunderstood and fully-documented.

Value

Value is the perceived benefits, usefulness and importance of something.

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.

Change

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

Configuration item

Any component that needs to be managed in order to deliver an IT service.

IT asset

Any valuable component that can contribute to delivery of an IT product or service.

Outcome

A result for a stakeholder enabled by one or more outputs

Problem

A cause, or potential cause, of one or more incidents.

Service consumption

Activities performed by an organization to consume services.

Service provision

Activities performed by an organization to provide services

Event

An event can be defined as any change of state that has significance for the management of a configuration item (CI) or IT service. Events are typically recognized through notifications created by an IT service, CI or monitoring tool.

Cost imposed

Costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if applicable), plus other costs such as staff training, costs of network utilization, procurement, etc

Cost removed

Costs removed from the consumer by the service (a part of the value proposition). This may include costs of staff, technology and other resources, which the consumer does not need to provide.

Emergency change

Must be implemented as soon as possible, for example, to resolve an incident or implement a security patch.

Normal change

Need to be scheduled, assessed and authorized following a standard processes.

OLA

Operational level agreement

Guiding principle

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Risk imposed

Risks imposed on a consumer by the service (risks of service consumption). An example of this would be a service provider ceasing trading, or experiencing a security breach.

Risk removed

Risks removed from a consumer by the service (part of the value proposition). These may include failure of the consumer's server hardware or lack of staff availability.

SLA

Service level agreement

Practice

Sets of organizational resources designed for performing work or accomplishing an objective.

Service Value System

The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. Each organization's SVS has interfaces with other organizations, forming an ecosystem that can in turn facilitate value for those organizations, their customers and other stakeholders.