ITIL v3 Glossary
Browse the glossary using this index
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Acceptance | ||
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| Formal agreement that an IT Service, Process, Plan, or other
Deliverable is complete, accurate, Reliable and meets its specified
Requirements. Acceptance is usually preceded by Evaluation or
Testing and is often required before proceeding to the next stage
of a Project or Process.
A good example is the User Acceptance sign off after User Acceptance Testing (UAT) of a new or changed Application or Service. See also: Service Acceptance Criteria | ||
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Access Management | ||
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The Process responsible for allowing Users to make use of IT Services, data, or other Assets. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets (Data) by ensuring that only authorised Users are able to access or modify the Assets (Data, Services etc). Access Management is sometimes referred to as Rights Management or Identity Management. | ||
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Account Manager | |
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A Role that is very similar to Business Relationship Manager, but includes more commercial aspects. Most commonly used when dealing with External Customers. | |
Accounting | ||
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| The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variances from the Budget. | ||
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Accredited | ||
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| Officially authorised to carry out a Role. For exampe and Accredited body may be authorized to provide training or to conduct Audits. | ||
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Active Monitoring | |
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Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status. See: Passive Monitoring. | |
Activity | ||
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| A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans, and are documented in Procedures. | ||
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Agreed Service Time | |
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A synonym for Service Hours, commonly used in formal calculations of Availability. See also: Downtime. | |
Agreement | ||
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| A Document that describes a formal understanding between two or
more parties. An Agreement is not legally binding, unless it forms
part of a Contract. See also Service Level Agreement, Operational Level Agreement. | ||
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Alert | ||
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| A warning that a threshold has been reached, something has changed,
or a Failure has occurred. Alerts are often created and managed by
System Management tools and are managed by the Event Management
Process. | ||
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