Access Management

The process responsible for allowing users to make use of IT services, data or other assets.

Agreement

A document that describes a formal understanding between two or more parties.

Availability

Ability of an IT service or other configuration item to perform its agreed function when required.

Escalation

An activity that obtains additional resources when these are needed to meet service level targets or customer expectations.

Event Management

The process responsible for managing events throughout their lifecycle.

Failure

Loss of ability to operate to specification, or to deliver the required output.

First-Line Support

The first level in a hierarchy of support groups involved in the resolution of incidents.

Functional Escalation

Transferring an incident, problem or change to a technical team with a higher level of expertise.

Hierarchic Escalation

Informing or involving more senior levels of management to assist in an escalation.

Impact

A measure of the effect of an incident, problem or change on business processes.

Incident

An unplanned interruption to an IT service or reduction in the quality of an IT service.

Incident Management

The process responsible for managing the lifecycle of all incidents.

Incident Record

A record containing the details of an incident.

Major Incident

The highest category of impact for an incident, resulting in significant disruption to the business.

Mean Time Between Failures (MTBF)

The average time that an IT service or other configuration item can perform its agreed function without interruption.

Mean Time Between Service Incidents (MTBSI)

The mean time from when a system or IT service fails, until it next fails.

Priority

A category used to identify the relative importance of an incident, problem or change.

Process

A structured set of activities designed to accomplish a specific objective.

Request

Fulfillment The process responsible for managing the lifecycle of all service requests.

Resolution

Action taken to repair the root cause of an incident or problem, or to implement a workaround.

Restore

Taking action to return an IT service to the users after repair and recovery from an incident.

Role

A set of responsibilities, activities and authorities assigned to a person or team.

Service Level

Measured and reported achievement against one or more service level targets.

Service Level Agreement (SLA)

An agreement between an IT service provider and a customer.

Service Level Requirement (SLR)

A customer requirement for an aspect of an IT service.

Service Level Target

A commitment that is documented in a service level agreement.

Service Request

A formal request from a user for something to be provided.

Service Level Agreement Monitoring (SLAM) Chart

A chart used to help monitor and report achievements against service level targets.

Urgency

A measure of how long it will be until an incident, problem or change has a significant impact on the business.