ITIL® V3 Glossary v3.1.24, 11 May 2007 ‘Sourcing Capabilty Model for Client Organizations (eSCM-CL] to External Customer Te od Sourcing {Service Strategy) Aframawork to halp Organisations guide thei CCapabiy Model | arayee and doccons on Sanco Scuring Medels and Sratgi forClent {SSCW.CL wae coweloped by Camegie Mallon Univers Organizations | Seo eSCMSP. (esem-ct) Sourcing {Service Strategy) A framework to hab IT Serie Providers dove Capability Model_| ther IT Serres Management Cagabites fram a Senice Sourcing for Bersce Daropecive.@SCM'S? was developed by Camogie Melon University. Providers (eS0M- | See eScMtcL, 5°) station “The uso of experiance to provide an approximate value fora Metie oF (Goet.Estimation s also used n Gapacty ana Availity Management fs he cheapest and last accurate Modeling method. Evaluation {Service Transition) The Povess responsible for assossng anew or ‘Changed IT Service to ensure tal sks have been managed ard © help determine wheter to proceed wih he Charge Evaluation is slo used to mean comparing an acto] Ouceme withthe tended Outcome, or comparing one ltmative wih anther. Event {Service Operation) A change of sate which has sigifeance for the management ofa Confgurahon amor IT Service. The term Events also used to mean an Alt ox notifcaton created by any IT Service, Canfguration itm ar Mentoring fod Events typleally ‘equte IT Operators personnel fo tke acon, and often Wad to. Incents bang logged Event {Service Operation The Process responsible for managing Events| Managemert | theughout he Ufecye, Event Management is one of he main Aalites of T Operations. Excopton Repert | A Document containing tals of one or move KPIS o ater important "argos that have excoeded deed Thvesncos, Exams nce SLA, targets being missed or about tobe missed, anda Parfornance Mabie Ineating poten Capacty ration, Beanies (avalabilty Management) Detaied stages in he Lifecycle of an Inadent Ltesyee | indent The stages are Deorton, Dagrosss, Repar, Recowey, Restoraton. The Expanded inidrtLisryee is used io hole. Undersind all contibrians tote inact Insets and o Pan now those cou be conrad or reduced, Extemal [Austoner who wars fora diferent Business tote IT Service aster Prowse ‘See External Service Prove, Inleral CustomITIL® V3 Glossary v3.1.24, 11 May 2007 Extemal Metric to Financial Management External Motic | A Moti hate used to measure the deliv of IF Sorin toa CuntomerExtemal Metis ate usualy detined In SLAS ana reported to Customers See interel Moti External Service| (Serviee Strategy) An IT Senco Provider which & par ofa diferent | Prowcer Srgorication to fir Custom An IT Servos Provider may nave both Inte Customers and External Custom. ‘See Type ll Sanvoo Provider tera! Sourcing “Synonym for Outsoueeng Managernent Management, and envronmenta Monitoring (Service Operation) The Funston responsible fr managing he Diysiol rvrorment where the lastuctreeleestes. Facies Management includes al aspect of managing the physical | Enirormen for exampi power ahd cecling,bulldng Acoees (Service Operation) Loss of eile Operate to Specieston or Alelverthe requred odpat Thetom Faire may be usod when | feiering tol Series, Processes, Action Configuration ems et. A Flure often causes an Inccent Fare Modes ‘nays (EMEA) ‘An approach to assessing the pote impact of Fares, FMEA. (Coniguration Hem, at te ay upto be efecto tho Business FMEA, ‘Soften used in ivormaten Securty Maragement andi 7 Serves Continuity Planing, Fast Recovery {Service Design) A Recovery Opin whichis iso known as Hot ‘Sanat. Provison s made lo Recover the IT Servic na short pared ‘of tne, typical lass han 24 hours. Fast Recovery typical uses a ‘dedicaod Feed Fact wit computer System, and sofware ‘onigured ready torun the IT Sores, Irmediats Recovery may take p10 24 hours there aed to Resor data rom Backus. Foul ‘Synonym for Eno Fault Tolerance {Service Design) The ably of an IT Service or Gatiguraion Hem to {onnos fo Operate ctrecty afer Faire of a Corparent part See Reslence, Countemeesure Fault T0e |ansyate (78) Management | sane used ia determine the cham of Events that leads oa Probl, | macagam (Service Design) (Continual Service Improvement) A schriqus hat Faull Tree Analysis represents a chain of Events using Boolean notabon (Service Strategy) The Functon anc Processes resposbe fo, tranagng an IT Serres Providers Budgeting, Accounting and Charging RequirementsITIL® V3 Glossary v3.1.24, 11 May 2007 First-line Support to Governance a Eo Fiseine Suppor | (Service Operation) The fst lvelina hierarchy of Suppor Groups Invcved in he resoulton of olden. Each evel corains more Spodast sls, or has more time or ther Resources. See Escalation Fisnaone ‘Synonym for ishkawa Diagram. Diagram | | FetorPurpose | An intra tom used t daseme a Process, Gontguraton itr, IT ‘Service et. hats capable of meeting ts Objectives o¢ Senco Lavals Beng Fit for Purose requires stale Design, plementation, Conta aed Cost (Service Strategy) A Cost tat dows nt vary wih IT Sordice usage. For ‘hample the cost at Server araare Sea variabie Cost Fuod Faaily | (Service Design) A pamanent bulking, available for use when needed by ent? Senos Coninaty Pla, See Recovery Option, Pra city. Flow the San {Senice Operation) A methodology for using Serica Desks ane Support Groupe around he worl to provide Soamlacs 24 Se Call Incident, Problems and Service Requests are passed between ‘journaler tne Zone, Function Funconat Esealaon erorming Acvies to mest a nood or Requitomont Fer ax=7pi9 by provising now Service, oF meatng a Senven Requast |Ateam or group cf people and the tala they use to carry ot one or ‘more Proveseee or Actos. Fr example tho Sonice Desk The term Function alsa has two thar meanings +" Anintended purpoes of @ Configuration Ham, Porson, Team. Procoss or IT Srvc. Fr example one Function ofan Email Service nay ba to sora ard forward oxtgang mae, one Function bf Business Process may be to dapatch goods to Cusomers. | + To poor the intended purpose corecty “The comer I, Furctoning™ {Service Operation) Transfering an Incident, Problem or Change to a {cores ten wa higher lava of experi to assist in an Ezcalaton, (Gap Anatysis (Continual Service improvement) An Acuity which compares Wo Setsof data anc lentes te dforaneae, Gap Anais commoniy Used compare a set of Requirements wih actual delivery ‘See Benchmark. Ensuring that Policies and Strategy are actualy implemented, and that requred Processes ar corre followed. Governance cludes doting Roles and resporsblives, measuring ard reporting and taking actors to resolve ony stuns Kented