Term Definitive Software Library (DSL) Definition (Release Management) One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.
The DSL may also contain associated CIs such as licenses and documentation.
The DSL is a single logical storage area even if there are multiple locations.
All software in the DSL is under the control of Change and Release Management and is recorded in the CMDB.
Only software from the DSL is acceptable for use in a Release.
Demand Management (Capacity Management) Optimizing the use of Capacity by moving Workload to less utilized times, Servers, or places.
Demand Management often uses Differential Charging to encourage Customers to use IT Services at less busy times.
Demand Management also makes use of other techniques such as limiting the number of concurrent Users.
Emergency Change (Change Management) A Change that must be introduced as soon as possible.
For example to resolve a Major Incident or implement a Security patch.
The Change Management Process will normally have a specific Procedure for handling Emergency Changes.
Financial Management (Financial Management) The Process responsible for managing an IT for IT Services Service Provider’s Budgeting, Accounting and Charging requirements.
Help Desk (Service Desk) A point of contact for Users to log Incidents.
A Help Desk is usually more technically focused than a Service Desk and does not provide a Single Point of Contact for all interaction.
The term Help Desk is often used as a synonym for Service Desk.
Incident (Incident Management) An unplanned interruption to an IT Service or reduction in the Quality of an IT Service.
Any event which could affect an IT Service in the future is also an Incident.
For example Failure of one disk from a mirror set.
Incident Management (Incident Management) The Process responsible for managing the Lifecycle of all Incidents.
The primary Objective of Incident Management is to return the IT Service to Customers as quickly as possible.
Information Technology The use of technology for the storage, communication or processing (IT) of information.
The technology typically includes computers, telecommunications, Applications and other software.
The information may include Business data, voice, images, video, etc.
Information Technology is often used to support Business Processes through IT Services. ©Emereo Learning 210 Term IT Infrastructure Library (ITIL) Definition A set of Best Practice guidance for IT Service Management.
ITIL is owned by the OGC and is developed in conjunction with the itSMF.
ITIL 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 http://www.ogc.gov.uk/index.asp?id=2261 for more information.
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.
The Process responsible for gathering, analyzing, storing and sharing knowledge information within an Organization.
The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge. (Problem Management) A Problem that has a documented Root Cause and a Workaround.
Known Errors are created by Problem Control and are managed throughout their Lifecycle by Error Control.
Known Errors may also be identified by Development or Suppliers. (Service Desk) (Incident Management) (Problem Management) A Database containing all Known Error Records.
This Database is created by Problem Management and used by Incident and Problem Management.
The various stages in the life of a Configuration Item, Incident, Problem, Change etc.
The Lifecycle defines the Categories for Status and the Status transitions that are permitted.
For example: The Lifecycle of an Application includes Design, Build, Test, Deploy, Operate etc.
The lifecycle of an Incident includes Detect, Respond, Diagnose, Repair, Recover, Restore.
The lifecycle of a Server may include: Ordered, Received, In Test, Live, Disposed etc. (Incident Management) The highest Category of Impact for an Incident.
A Major Incident results in significant disruption to the Business. Key Performance Indicator (KPI) Knowledge Management Known Error (KE) Known Error Database Lifecycle Major Incident 211
Read more about ITIL is owned by the OGC and is developed in conjunction with the itSMF: