| TERM |
DEFINITION |
| SAM Database |
(Software Asset Management) A Database containing all data needed to support Software Asset Management. The SAM Database could be part of the CMDB. |
| 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. |
| Second-line Support |
(Service Desk) (Incident Management) (Problem Management) The second level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other resources. See Escalation. |
| Server |
A computer that is connected to a network and provides software Functions that are used by other Computers. |
| Service |
Providing something of value to a customer that is not goods (physical things with material value). Examples of services include banking and legal support. Service is also used as a Synonym for IT Service. |
| Service Capacity Management (SCM) |
(Capacity Management) 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. |
| Service Catalogue |
A Document listing all IT Services, with summary information about their SLAs and Customers. The Service Catalogue is created and maintained by the IT Service Provider and is used by all IT Service Management Processes.. |
| Service Culture |
A Customer oriented Culture. The major Objectives of a Service Culture are Customer satisfaction and helping the Customer to achieve their Business Objectives. |
| Service Delivery |
The core IT Service Management Processes that have a Tactical or Strategic focus. In ITIL these are Service Level Management and Capacity Management. Service Delivery is also used to mean the delivery of IT Services to Customers. |
| Service Dependency Modelling |
A technique that is used to graphically represent the dependency of IT services on Configuration Items. |
| Service Desk |
(Service Desk) 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 Hours |
(Service Level Management) An agreed time period when a particular IT Service should be Available. For example, "Monday-Friday 08:00 to 17:00 except public holidays". Service Hours should be defined in a Service Level Agreement. |
| Service Improvement Plan (SIP) |
A formal Plan to implement improvements to a Process or IT Service. A SIP is managed as part of a Continuous Improvement Process |
| Service Level |
Measured and reported achievement against one or more Service Level Targets. Service Level is sometimes used as an informal term to mean Service Level Target. |
| Service Level Agreement (SLA) |
(Service Level Management) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple customers. |
| Service Level Management (SLM) |
(Service Level Management) The Process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews. |
| Software Asset Management |
(Software Asset Management) The Process responsible for management, control and protection of software Assets throughout their Lifecycle. |
| Specification |
A formal definition of Requirements. A Specification may be used to define technical or Operational Requirements, and may be internal or external. Many public Standards consist of a Code of Practice and a Specification. The Specification defines the Standard against which an Organisation can be Audited. |
| Stakeholder |
All people who have an interest in an Organisation, Project, and IT Service etc. Stakeholders may be interested in the Activities, targets, Resources, or Deliverables. Stakeholders may include Customers, Partners, employees, shareholders, owners, etc. |
| Standard |
A mandatory Requirement. Examples include ISO/IEC 20000 (an international Standard), an internal security standard for Unix configuration, or a government standard for how financial Records should be maintained. The term Standard is also used to refer to a Code of Practice or Specification published by a Standards Organisation such as ISO or BSI. |
| Standard Change |
A pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. For example password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request. |
Statement of
requirements (SOR) |
A Document containing all Requirements for a product purchase, or a new or changed IT Service. |
| Status |
The name of a required field in many types of Record. It shows the current stage in the Lifecycle of the associated Configuration Item, Incident, Problem etc. |
| Status Accounting |
Synonym for Configuration Status Accounting. |
| Storage Management |
The Process responsible for managing the storage and maintenance of data throughout its Lifecycle. |
| Strategic |
The highest of three levels of Planning and delivery (Strategic, Tactical, Operational). Strategic Activities include Objective setting and long term Planning to achieve the overall Vision. |
Strategic Alignment
Objectives Model (SAOM) |
A diagram showing the Relationships between Deliverables and Requirements. For example IT Services supporting Business Requirements, IT Infrastructure supporting Technical Requirements. |
| Strategy |
A Strategic Plan designed to achieve defined Objectives. |
| Supplier |
A Third Party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing Organisations. |
| Supplier Management |
Supplier Management is one of the ISO/IEC 20000 Relationship Management Processes. It is responsible for ensuring that all Contracts with Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments. Supplier Management is also responsible for understanding the entire Supply Chain, which includes Suppliers to the IT Service Provider's own major Suppliers. |
| Supply Chain |
The Activities in a Value Chain carried out by Suppliers. A Supply Chain typically involves multiple Suppliers, each adding value to the product or Service. |
| Support Group |
A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes. |
| System |
A number of related things that work together to achieve an overall Objective. For example:
- A computer System including hardware, software and Applications.
- A management System, including multiple Processes that are planned and managed together. For example a Quality Management System.
- A Database Management System or Operating System that includes many software modules that are designed to perform a set of related Functions.
|
| System Management |
The part of IT Service Management that focuses on the management of IT Infrastructure rather than Process. |
