Insourcing
See Internal Sourcing.
Integrity
(Service Design) A security principle that ensures data and Configuration Items are modified only by authorized personnel and Activities. Integrity considers all possible causes of modification, including software and hardware Failure, environmental Events, and human intervention.
Intermediate Recovery
(Service Design) A Recovery Option that is also known as Warm Standby. Provision is made to Recover the IT Service in a period of time between 24 and 72 hours. Intermediate Recovery typically uses a shared Portable or Fixed Facility that has Computer Systems and Network Components. The hardware and software will need to be configured, and data will need to be restored, as part of the IT Service Continuity Plan.
Internal Service provider
(Service Strategy) An IT Service provider that is part of the same Organization as its Customer. An IT Service provider may have both Internal Customers and External Customers.
Internal Sourcing
(Service Strategy) Using an Internal Service provider to manage IT Services.
International Organization for Standardization
The International Organization for Standardization (ISO) is the world’s largest developer of Standards. ISO is a non-governmental organization that is a network of the national standards institutes of 156 countries. See www.iso.org for further information about ISO.
ISO 9000
A generic term that refers to a number of international Standards and Guidelines for Quality Management Systems. See www.iso.org for more information. See also ISO.
ISO 9001
An international Standard for Quality Management Systems. See also ISO 9000, Standard.
ISO/IEC 20000
ISO Specification and Code of Practice for IT Service Management. ISO/IEC 20000 is aligned with ITIL Best Practice.
ISO/IEC 27001
(Service Design) (Continual Service Improvement) ISO Specification for Information Security Management. The corresponding Code of Practice is ISO/IEC 17799. See also Standard.
IT Infrastructure
All of the hardware, software, networks, facilities, etc. that are required to develop, Test, deliver, Monitor, Control or support IT Services. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation.
IT Operations
(Service Operation) Activities carried out by IT Operations Control, including Console Management, Job Scheduling, Backup and Restore, and Print and Output Management. IT Operations is also used as a synonym for Service Operation.
IT Service
A Service provided to one or more Customers by an IT Service provider. An IT Service is based on the use of Information Technology and supports the Customer’s Business Processes. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.
IT Service Continuity Management
(Service Design) The Process responsible for managing Risks that could seriously affect IT Services. ITSCM ensures that the IT Service provider can always provide minimum agreed Service levels, by reducing the Risk to an acceptable level and Planning for the Recovery of IT Services. ITSCM should be designed to support Business Continuity Management.
IT Service Continuity Plan
(Service Design) A Plan defining the steps required to Recover one or more IT services. The Plan will also identify the triggers for Invocation, people to be involved, communications, etc. The IT Service Continuity Plan should be part of a Business Continuity Plan.
IT Service Management
The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service providers through an appropriate mix of people, Process and Information Technology. See also
IT Service provider
(Service Strategy) A Service provider that provides IT Services to Internal Customers or External Customers.
IT Steering Group
A formal group that is responsible for ensuring that Business and IT Service provider Strategies and Plans are closely aligned. An IT Steering Group includes senior representatives from the Business and the IT Service provider.
ITIL
A set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and consists of a series of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them. See www.itil.co.uk for more information.
Job Description
A Document that defines the Roles, responsibilities, skills and knowledge required by a particular person. One Job Description can include multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by one person.
Job Scheduling
(Service Operation) Planning and managing the execution of software tasks that are required as part of an IT Service. Job Scheduling is carried out by IT Operations Management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year.
Key Performance Indicator
(Service Design) (Continual Service Improvement) A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed. See also Critical Success Factor.
Knowledge Base
(Service Transition) A logical database containing the data used by the Service Knowledge Management System.
Knowledge Management
(Service Transition) The Process responsible for gathering, analysing, storing and sharing knowledge and information within an Organization. The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. See also Service Knowledge Management System.
Known Error