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ITIL Glossary
 

Term
Definition
Assets
Business resources
Asset Management
An accounting process for monitoring depreciation on assets whose purchase price exceeds a defined limit
Attributes
Details that uniquely identify CIs such as location, version number, serial number, etc.
Baseline
A product or system established at a specific point in time, which captures both the structure and the details of that product or system and can be rebuilt at a later date
Call Center
Handles large call volumes of telephone-based transactions (see Help Desk and Service Desk)
Change
An action that results in a new status for one or more IT infrastructure CIs
Major – Characterized as having substantial impact, and/or a vast amount of 'build' or 'runtime' required resources and approved by the Management Board
Minor – Characterized as having little impact with few 'build' or additional 'runtime' resources needed and approved by the Change Manager
Significant – Characterized as having complex or considerable impact, and/or 'build' or 'runtime' required resources and approved by the CAB
Standard – Characterized as being pre-approved changes to the infrastructure that follows an established path and is relatively common, i.e. adding new standard desktop for new employee
Change Advisory Board (CAB)
A select group of people, including representatives from IT and the business, with the decision authority for Significant Changes
Change Advisory Board Emergency Committee (CAB/EC)
A subset of a full CAB and handles Urgent Changes that cannot wait for convening of the full CAB.  Urgent Changes should be minimized due to disruption to infrastructure and high incidence of failure. 
CI / Configuration Item
A component of an infrastructure or item, such as a request for change, associated with an infrastructure, that is (or is to be) under the control of Configuration Management
CI Level
The degree of detail selected to describe each CI
CMDB
A database which holds a record of all CIs associated with IT infrastructure
Definitive Software Library
A secure software compound where all authorized versions of software are kept
Definitive Hardware Store
An area set aside for the secure storage of hardware spares
Forward Schedule of Changes (FSC)
A schedule that contains details of all changes approved and their proposed implementation dates and maintained by the CAB
Help Desk
Manages, coordinates, and resolves Incidents as quickly as possible with links to Configuration Management and knowledge tools (see Service Desk and Call Center)
Incident
Any event which is not part of the standard operation of a service, and which causes, or may cause an interruption to, or a reduction in, the quality of that service
Infrastructure
Includes hardware, software, and any associated documentation
Known Error
A condition identified by successful diagnosis of the root cause of a problem, when it is confirmed which CI is at fault
Problem
A condition identified by multiple incidents exhibiting common symptoms, or from one single significant incident, indicative of a single error, for which the cause is unknown
Relationships
A description of the interfaces that exist between CIs in the infrastructure
Release
Collection of authorized changes to an IT service and is defined by the RFC that it implements; typically consisting of a number of problem fixes and enhancements to the service
Delta – Only the CIs within the release unit that have changed or are new since the last full or delta release
Full – All components of the release unit are built, tested, distributed and implemented together
Package – Includes at least two releases, i.e.:  a delta and a full may be grouped together
Emergency – Normally containing the corrections to a small number of Known Problems
Release Unit
The general aim of a Release Unit is to decide the most appropriate release-unit level for each software item or type of software
Release Policy
A document that defines the roles and responsibilities for Release Management, specifying guidelines and details for each supported system or IT service
Request for Change (RFC)
Form or screen used to record details of an RFC
Scope
The range of responsibility covered by Configuration Management
Service Desk
Handles Incidents, Problems, and questions and is integrated into other Service Management processes and overall business processes
Expert Service Desk – Has specialist knowledge of the full IT infrastructure and the expertise to resolve most incidents independently
Skilled Service Desk – Using documented solutions, this Service Desk can resolve many disruptions of service, while some disruptions are routed to support teams
Unskilled Service Desk – Calls are recorded, described in general terms, and immediately routed
Service Request
An Incident category which includes, for example, requests for information and/or advice and/or documentation
Single Point of Contact (SPOC)
Service Desk provides advice, guidance, and rapid restoration of normal service provision to customers
Version
An identified instance of a Configuration Item within a product breakdown structure or configuration structure for the purpose of tracking and auditing change history
Workaround
Method of avoiding an incident or problem, either from a temporary fix or from a technique that means that the customer is not reliant on a particular aspect of a service that is known to have a problem
Workflow Position
The status of an Incident reflecting its current position in its lifecycle
Workload
The time and effort expended on any part of an incident resolution