Rights
(Service Operation) Entitlements, or permissions, granted to a User or Role. For example the Right to modify particular data, or to authorize a Change.
Risk
A possible event that could cause harm or loss, or affect the ability to achieve Objectives. A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred.
Risk Assessment
The initial steps of Risk management. Analysing the value of Assets to the business, identifying Threats to those Assets, and evaluating how Vulnerable each Asset is to those Threats. Risk Assessment can be quantitative (based on numerical data) or qualitative.
Risk management
The Process responsible for identifying, assessing and controlling Risks. See also Risk Assessment.
Role
A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by a single person.
Root cause
(Service Operation) The underlying or original cause of an Incident or Problem.
Running costs
See Operational Cost.
Scalability
The ability of an IT Service, Process, Configuration Item, etc. to perform its agreed Function when the Workload or Scope changes.
Scope
The boundary, or extent, to which a Process, Procedure, Certification, Contract, etc. applies. For example the Scope of Change Management may include all Live IT Services and related Configuration Items, the Scope of an ISO/IEC 20000 Certificate may include all IT Services delivered out of a named data centre.
Security
See Information
Security Management
See Information
Security policy
See Information
Separation of concerns
(Service Strategy) An approach to Designing a solution or IT Service that divides the problem into pieces that can be solved independently. This approach separates ‘what’ is to be done from ‘how’ it is to be done.
Server
(Service Operation) A computer that is connected to a network and provides software Functions that are used by other Computers.
Service
A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.
Service Acceptance Criteria
(Service Transition) A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements and that the IT Service provider is ready to Operate the new IT Service when it has been Deployed. See also Acceptance.
Service asset
Any Capability or Resource of a
Service Capacity Management
(Service Design) (Continual Service Improvement) The Activity responsible for understanding the Performance and Capacity of IT Services. The Resources used by each IT Service and the pattern of usage over time are collected, recorded, and analysed for use in the Capacity Plan. See also Business Capacity Management, Component Capacity Management.
Service Catalogue
(Service Design) A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.
Service Continuity Management
See IT
Service culture
A Customer-oriented Culture. The major Objectives of a Service culture are Customer satisfaction and helping Customers to achieve their Business Objectives.
Service Design
(Service Design) A stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See also Design.
Service Design Package
(Service Design) Document(s) defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement.
Service Desk
(Service Operation) The Single Point of Contact between the Service provider and the Users. A typical Service Desk manages Incidents and Service requests, and also handles communication with the Users.
Service Failure Analysis