ITIL Glossary, A

Absorbed overhead (Verrechnete Kosten)

Acceptance (Abnahme)

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. See also Service Acceptance Criteria.

Acceptance criteria (Abnahmekriterien)

Acceptance environment (Abnahmeumgebung)

Acceptance test (Abnahmetest)

Access control (Zugangsüberwachung)

Access Management

(Service Operation) 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 by ensuring that only authorized users are able to access or modify the Assets. Access Management is sometimes referred to as Rights Management or Identity Management.

Accessibility (Erreichbarkeit)

Account Manager

(Service Strategy) The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget.

Accredited (Akkreditiert)

Officially authorized to carry out a Role. For example an Accredited body may be authorized to provide training or to conduct Audits.

Active Monitoring (Aktives Monitoring (Aktive Überwachung))

(Service Operation) Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status. See also Passive Monitoring.

Activity (Aktivität)

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.

ABC - Activity Based Costing (Aktivitätsbasierte Kostenrechnung)

Additive maintenance (Additive Wartungsarbeiten)

Agreed Service Time (Vereinbarte Servicezeit)

(Service Design) A synonym for Service Hours, common used in formal calculations of Availability. See also Downtime.

Agreement (Vereinbarung)

(Service Operation) A warning that a threshold has beer 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.

Alert (Alarm)

(Service Operation) A warning that a threshold has beer 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.

Allocated cost (Verrechnete Kosten)

Analytical Modelling (Analytische Modellierung)

(Service Strategy) (Service Design) (Continual Service Improvement) A technique that uses mathematical Mod to predict the behaviour of a Configuration Item or IT Service. Analytical Models are commonly used in Capaci Management and Availability Management. See also Modelling.

Application (Anwendung)

Software that provides Functions that are required by ar Service. Each Application may be part of more than one Service. An Application runs on one or more Servers or Clients. See also Application Management, Application Portfolio.

Application development (Anwendungsentwicklung)

Application framework (Anwendungs-Framework)

Application maintenance (Anwendungswartung)

Application Management

(Service Design) (Service Operation) The Function responsible for managing Applications throughout their Lifecycle.

Application Management function (Funktion des Application Management)

Application Portfolio (Anwendungsportfolio)

(Service Design) A database or structured Document used to manage Applications throughout their Lifecycle. The Application Portfolio contains key Attributes of all Applications. The Application Portfolio is sometimes implemented as part of the Service Portfolio, or as part of the Configuration Management System.

ASP - Application Service Provider

(Service Design) An External Service Provider that provides IT Services using Applications running at the Service Provider's premises. Users access the Applications by network connections to the Service Provider.

Application Sizing (Applikationsdimensionierung)

(Service Design) The Activity responsible for understanding the Resource Requirements needed to support a new Application, or a major Change to an existing Application. Application Sizing helps to ensure that the IT Service can meet its agreed Service Level Targets for Capacity and Performance.

Application software (Anwendungssoftware)

Apportioned cost (Verteilte Kosten)

Architecture (Architektur)

(Service Design) The structure of a System or IT Service, including the Relationships of Components to each other and to the environment they are in. Architecture also includes the Standards and Guidelines that guide the design and evolution of the System.

Archive (Archiv)

Assembly (Komponentengruppe)

(Service Transition) A Configuration Item (CI) that is made up of a number of other CIs. For example a Server CI may contain CIs for CPUs, disks, memory, etc.. an IT Service CI may contain many hardware, software and other CIs. See also Component CI, Build.

Assessment (Bewertung)

Inspection and analysis to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. See also Audit.

Asset (Vermögenswert, Anlagegut)

(Service Strategy) Any Resource or Capability. Assets of a Service Provider including anything that could contribute to the delivery of a Service. Assets can be one of the . following types: Management, Organization, Process, Knowledge, People, Information, Applications, Infrastructure and Financial Capital.

Asset Management

(Service Transition) Asset Management is the Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle. Asset Management is part of an overall Service Asset and Configuration Management Process. See also Asset Register.

Asset Manager

Asset Register (Asset-Register)

(Service Transition) A list of Assets that includes their ownership and value. Asset Management maintains the Asset Register.

Assurance (Sicherstellung, Versicherung)

Attribute (Attribut)

(Service Transition) A piece of information about a Configuration Item. Examples are: name, location, version number and Cost. Attributes of CIs are recorded in the Configuration Management Database (CMDB). See also Relationship.

Audit

Formal inspection and verification to check whether a Standard or set of Guidelines is being followed, that Records are accurate, or that Efficiency and Effectiveness targets are being met. An Audit may be carried out by internal or external groups. See also Certification, Assessment.

Auditability (Audit-Fähigkeit / Auditierbarkeit)

Authentic (Authentisch)

Authentication (Authentifizierung)

Authorisation (Autorisierung)

AEC - Authorised Examination Centre (Autorisiertes Prüfzentrum)

Authority (1) - as in authorization (Berechtigung)

Authority (2) - as in responsibility (Kompetenz)

Authority Matrix (Kompetenzmatrix)

See RACI

ACD - Automatic Call Distribution (Automatische Rufverteilung)

(Service Operation) Use of Information Technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called Automated Call Distribution.

Availability (Verfügbarkeit)

(Service Design) Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability, Maintainability, Serviceability, Performance and Security. Availability is usually calculated as a percentage. This calculation is often based on Agreed Service Time and Downtime. It is Best Practice to calculate Availability using measurements of the Business output of the IT Service.

AM - Availability Management

(Service Design) The Process responsible for defining, analysing, Planning, measuring and improving all aspects of the Availability of IT services. Availability Management is responsible for ensuring that ailiT Infrastructure, Processes, Tools, Roles etc. are appropriate for the agreed Service Level Targets for Availability.

AMDB - Availability Management Database (Availability-Management-Datenbank)

AMIS - Availability Management Information System

(Service Design) A virtual repository of all Availability Management data, usually stored in multiple physical locations.

Availability Plan (Verfügbarkeitsplan)

(Service Design) A Plan to ensure that existing and future Availability Requirements for IT Services can be provided Cost Effectively.