ITIL Glossary, C

Call (Anruf, aber 'first call' ^= 'Erstkontakt')

(Service Operation) A telephone call to the Service Desk from a user. A Call could result in an Incident or a Service Request being logged.

Call Centre (Call Center)

(Service Operation) An Organization or Business Unit that handles large numbers of incoming and outgoing telephone calls. See also Service Desk.

Call Type (Anruftyp)

(Service Operation) A Category that is used to distinguish incoming requests to a Service Desk. Common call types are Incident, Service Request and Complaint.

Capability (Fähigkeit)

(Service Strategy) The ability of an Organization, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organization. See also Resource.

CMM - Capability Maturity Model

(Continual Service Improvement) The Capability Maturity Model for Software (also known as the CMM and SW­CMM) is a model used to identify Best Practices to help increase Process Maturity. CMM was developed at the Software Engineering Institute (SEI) of Carnegie Mellon University, US. In 2000, the SW-CMM was upgraded to CMMI (Capability Maturity Model Integration). The SEI no langer maintains the SW-CMM model, its associated appraisal methods or training materials.

CMMI - Capability Maturity Model Integration

(Continual Service Improvement) Capability Maturity Model@ Integration (CMMI) is a process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Melon University, US. CMMI provides organizations with the essential elements of effective processes. It can be used to guide process improvement across a project, a division or an entire organization. CMMI helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes. See www.si.cmu.edu/cmmi for more information. See also CMM, Maturity.

eSCM-CL - Capability Model for Client Organizations

Capacity (Kapazität)

(Service Design) The maximum throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For so me types of CI, Capacity may be the size or volume, for example a disk drive.

CDB - Capacity Database (Kapazitätsdatenbank)

Capacity Management

(Service Design) The Process responsible for ensuring that the Capa city of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short-, medium- and long-term Business Requirements.

CMIS - Capacity Management Information System

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

Capacity Plan (Kapazitätsplan)

(Service Design) A Capacity Plan is used to manage the Resources required to deliver IT Services. The Plan contains scenarios for different predictions of Business demand, and costed options to deliver the agreed Service Level Targets.

Capacity Planning (Kapazitätsplanung)

(Service Design) The Activity within Capaeity Management responsible for creating a Capaeity Plan.

Capital Costs (Investitionskosten)

CAPEX - Capital Expenditure (Investitionsausgaben)

(Service Strategy) The cost of purchasing something that will become a finaneial Asset, for example computer equipment and buildings. The value of the Asset is Depreciated over multiple accounting periods.

Capital investment appraisal (Investitionsbewertung)

Capital Item (Investitionsgut)

(Service Strategy) Synonym for an Asset that is of interest to Financial Management because it is above an agreed finaneial value.

Capitalization (Anlagenaktivierung)

(Service Strategy) Identifying major Cost as Capital, even though no Asset is purchased. This is done to spread the impact of the Cost over multiple accounting periods. The most common example of this is software development, or purchase of a software licence.

Category (Kategorie)

A named group of things that have something in common. Categories are used to group similar things together. For example, Cost Types are used to group similar types of Cost. Ineident Categories are used to group similar types of Ineident, CI Types are used to group similar types of Configuration Item.

Cause / Effect Diagram (Ursache-Wirkungs-Diagramm)

CRAMM - CCTA Risk Analysis and Management Method

A methodology and tool for analysing and managing Risks. CRAMM was developed by the UK Government, but is now privately owned. See www.cramm.com for further information.

Central point of contact (Zentrale Anlaufstelle)

Central Service Desk (Zentraler Service Desk)

Certificate (Zertifikat)

Certification (Zertifizierung)

Issuing a certificate to confirm Compliance to a Standard. Certification includes a formal Audit by an independent and Accredited body. The term Certification is also used to mean awarding a certificate to verify that a person has achieved a qualification.

CA - Certification Authority (Zertifizierungsinstanz)

Certify (Zertifizieren)

Change (Änderung, Change)

(Service Transition) The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc.

CAB - Change Advisory Board

(Service Transition) A group of people that advises the Change Manager in the assessment, prioritization and scheduling of Changes. This board is usually made up of representatives from all areas within the IT Service Provider, representatives from the Business and Third Parties such as Suppliers.

CAB/EC - Change Advisory Board / Emergency Committee

Change authority (Authorisierungsinstanz für Änderungen)

Change Case (Änderungsfall, Change Case)

(Service Operation) A technique used to predict the impact of proposed Changes. Change Cases use specific scenarios to clarify the scope of proposed Changes and to help with Cost Benefit Analysis. See olso Use Case.

Change control (Change-Steuerung)

Change document (Change-Dokument)

Change History (Änderungshistorie)

(Service Transition) Information about all changes made to a Configuration Item during its life. Change History consists of all those Change Records that apply to the CI.

Change log (Änderungsprotokoll)

This is a PRINCE2 term!!

Change Management

(Service Transition) The Process responsible for controlling the Lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT Services.

Change manager (Change Manager)

Change Model (Change-Modell)

(Service Transition) A repeatable way of dealing with a particular Category of Change. A Change Model defines specific pre-defined steps that will be followed for a change of this Category. Change Models may be very simple, with no requirement for approval (e.g. Password Reset) or may be very complex with many steps that require approval (e.g. major software release). See also Standard Change, Change Advisory Board.

Change Record (Change-Datensatz)

(Service Transition) A record containing the details of a Change. Each Change Record documents the Lifecycle of a single Change. A Change Record is created for every Request for Change that is received, even those that are subsequently rejected. Change Records should reference the Configuration Items that are affected by the Change. Change Records are stored in the Configuration Management System.

Change Request (Änderungsantrag)

See Request for Change.

Change Schedule

(Service Transition) A Document that lists all approved Changes and their planned implementation dates. A Change Schedule is sometimes called a Forward Schedule of Change, even though it also contains information about Changes that have already been implemented.

Change Window (Änderungszeitfenster)

(Service Transition) A regular, agreed time when Changes or Releases may be implemented with minimal impact on Services. Change Windows are usuaJly documented in SLAs.

Chargeable Unit (Verrechnungseinheit)

Charging (Leistungsverrechnung)

(Service Strategy) Requiring payment for IT Services. Charging for IT Services is optional, and many Organizations choose to treat their IT Service Provider as a Cost Centre.

Charging Policy (Leitlinien zur Leistungsverrechnung)

Charging Process (Leistungsverrechnungsprozess)

CSO - Chief Sourcing Officer

CTO - Chief Technical Officer

Chronological Analysis (Zeitabhängige Analyse)

(Service Operation) A technique used to help identify possible causes of Problems. All available data about the Problem is collected and sorted by date and time to provide a detailed timeline. This can make it possible to identify whieh Events may have been triggered by others.

CI Level (Detaillierungsgrad des CI)

CI Type (CI-Typ)

(Service Transition) A Category that is used to Classify CIs. The CI type identifies the required attributes and Relationships for a Configuration Record. Common CI types indude: Hardware, Document, User etc.

Clarity (Deutlichkeit)

Classification (Klassifizierung)

The act of assigning a Category to something. Classification is used to ensure consistent management and reporting. CIs, Incidents, Problems, Changes etc. are usually dassified

Clean desk (Clean Desk-Prinzip)

Client

A generic term that means a Customer, the Business or a Business Customer. Für example, Client Manager may be used as a synonym für Account Manager.
The term client is also used to mean:

• A computer that is used directly by a User, for example a PC, hand held computer or workstation
• The part of a dient-server application that the User directly interfaces with. For example an e-mail Client.

Closed (Geschlossen)

(Service Operation) The final Status in the Lifecyde of an Incident, Problem, Change etc. When the status is closed, no further action is taken.

Closure (Abschluss)

(Service Operation) The act of changing the Status of an Incident, Problem, Change, etc. to Closed.

Closure Code (Abschlusscode)

COBIT

(Continual Service Improvement) Control Objectives for Information and related Technology (COBIT) provides guidance and Best Practice for the management of IT Processes. COBIT is published by the IT Governance Institute. See www.isaca.org for more information.

Code of Practice

A Guideline published by a public body or a Standards Organization, such as ISO or BSI. Many Standards consist of a Code of Practice and a Speeification. The Code of Practice describes recommended Best Practice.

Cold Standby (Schrittweise Wiederherstellung (Cold Standby))

See Gradual Recovery.

Command, control and communications (Führungs- und Informationssystem)

COTS - Commercial off the Shelf (Commercial off the Shelf )

(Service Design) Application software or Middleware that can be purchased from a Third Party.

Communication facility (Kommunikationsanlage)

Compatibility (Kompatibilität)

Completeness (Vollständigkeit)

Complexity (Komplexität)

Compliance (Konformität)

Ensuring that a Standard or set of Guidelines is followed, or that proper, consistent accounting or other practices are being employed.

Compliance costs (Konformitätskosten)

Component (Komponente)

A general term that is used to mean one part of something more complex. For example, a computer System may be a component of an IT Service. an Application may be a Component of aRelease Unit. Components that need to be managed should be Configuration Items.

CCM - Component Capacity Management

(Service Design) (Continual Service Improvement) The Process responsible for understanding the Capacity, Utilization and Performance of Configuration Items. Data is collected, recorded and analysed for use in the Capacity Plan. See also Service Capacity Management.

Component CI (Komponenten-CI)

(Service Transition) A Configuration Item that is part of an assembly. For example, a CPU or memory CI may be part of a Server CI.

CFIA - Component Failure Impact Analysis (Analyse der Auswirkungen von Komponentenausfällen)

(Service Design) A technique that helps to identify the impact of CI failure on IT Services. A matrix is created with IT Services on one edge and CIs on the other. This enables the identification of critical CIs (that could cause the failure of multiple IT Services) and of fragile IT Services (that have multiple Single Points of Failure).

Compromise, a (Kompromiss)

compromise, to (kompromittieren)

Computer Aided Systems Engineering

CTI - Computer Telephony Integration

(Service Operation) Computer Telephony Integration (GI) is a general term covering any kind of integration between computers and telephone Systems. It is most commonly used to refer to Systems where an Application displays detailed screens relating to incoming or outgoing telephone calls. See also Automatie Call Distribution, Interactive Voice Response.

Concurrency (Gleichzeitigkeit)

A measure of the number of Users engaged in the same Operation at the same time.

Concurrent (Gleichzeitig)

Confidentiality (Vertraulichkeit)

(Service Design) A security principle that requires that data should only be accessed by authorized people.

CIA - Confidentiality, Integrity and Availability (Vertraulichkeit, Integrität und Verfügbarkeit)

Configuration (Konfiguration)

(Service Transition) A generic term, used to describe a group of Configuration Items that work together to deliver an IT Service, or a recognizable part of an IT Service. Configuration is also used to describe the parameter settings for one or °mor.e CIs.

C&CM - Configuration and Change Management (Configuration und Change Management)

Configuration Baseline

(Service Transition) A Baseline of a Configuration that has been formally agreed and is managed through the Change Management process. A Configuration Baseline is used as a basis for future Builds, Releases and Changes.

Configuration Control (Steuerung und Überwachung der Konfiguration)

(Service Transition) The Activity responsible for ensuring that adding, modifying or removing a CI is properly managed, for example by submitting a Request for Change or Service Request.

Configuration documentation (Dokumentation der Konfiguration)

Configuration Identification (Identifizierung der Konfiguration)

(Service Transition) The Activity responsible for collecting information about Configuration Items and their Relationships, and loading this information into the CMDB. Configuration Identification is also responsible for labelling the CIs themselves, so that the corresponding Configuration Records can be found.

CI - Configuration Item (Konfigurationselement)

(Service Transition) Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the contral of Change Management. CIs typically include IT Services, hardware, software, buildings, people and formal documentation such as Process documentation and SLAs.

Configuration Management

(Service Transition) A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.

CMDB - Configuration Management Database

(Service Transition) A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.

Configuration Management plan (Configuration Management Plan)

CMS - Configuration Management System

(Service Transition) A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases. and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes. See also Configuration Management Database.

Configuration manager (Configuration Manager)

Configuration Record (Konfigurationsdatensatz)

(Service Transition) A record containing the details of a Configuration Item. Each Configuration Record documents the Lifecycle of a single CI. Configuration Records are stored in a Configuration Management Database.

Configuration Status Accounting (Statusnachweis für den CMDB-Eintrag)

Configuration Structure (Konfigurationstruktur)

(Service Transition) The hierarchy and other Relationships between all the Configuration Items that comprise a Configuration.

Configuration Verification and Audit (Verifizierung und Audit der Konfiguration)

Configuration-Datensatz (Datensatz in der CMDB)

Configure (Konfigurieren)

Connectivity (Konnektivität)

Contingency Planning (Notfallplanung)

CSI - Continual Service Improvement (Kontinuierliche Serviceverbesserung)

(Continual Service Improvement) A stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications. Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness and Cost Effectiveness. See also Plan-Do-Check-Act.

Continual Service Improvement Model (Kontinuierliches Serviceverbesserungsmodell)

CSIP - Continual Service Improvement Programme (Kontinuierliches Service-Verbesserungsprogramm)

Continuity (Kontinuität)

Continuity manager (Eventualfallmanager)

Continuous Availability (Kontinuierliche Verfügbarkeit)

(Service Design) An approach or design to achieve 100% Availability. A Continuously Available IT Service has no planned or unplanned Downtime.

Continuous Improvement (Kontinuierliche Verbesserung)

Continuous Operation (Kontinuierlicher Betrieb)

(Service Design) An approach or design to eliminate planned Downtime of an IT Service. Note that individual Configuration Items may be down even though the IT Service is Available.

Contract (Vertrag)

A legally binding agreement between two or more parties.

Contract Manager (Vertragsmanager)

Contract Portfolio (Vertragsportfolio)

(Service Strategy) A database or structured document used to manage Service Contracts or Agreements between an IT Service Provider and their Customers. Each IT Service delivered to a Customer should have a Contract or other Agreement that is listed in the Contract Portfolio. See Service Portfolio, Service Catalogue.

Control (Steuerung)

A means of managing a Risk, ensuring that a Business Objective is achieved, or ensuring that a Process is followed. Example Controls include Policies, Procedures, Roles, RAID, door locks etc. A Control is sometimes called a Countermeasure or safeguard. Control also means to manage the utilization or behaviour of a Configuration Item, System or IT Service.

COBIT - Control Objectives for Information and related Technology

See COBIT.

Control perspective (Steuerungsperspektive)

(Service Strategy) An approach to the management of IT Services, Processes, Functions, Assets etc. There can be several different Control Perspectives on the same IT Service, Process etc., allowing different individuals or teams to focus on what is important and relevant to their specific Role. Example Control Perspectives include Reactive and Proactive management within IT Operations, or a Lifecycle view for an Application Project team.

Control Processes (Steuerungs- und Überwachungsprozesse)

The ISO/IEC 20000 Process group that includes Change Management and Configuration Management.

Control, to (Steuern)

Controllability (Steuerungsfähigkeit)

Core Service (Kern-Service)

(Service Strategy) An IT Service that delivers basic outcomes desired by one or more customers. See also Supporting Service, Core Service Package.

CSP - Core Service Package

(Service Strategy) A detailed description of a Care Service that may be shared by two or more Service Level Packages. See also Service Package.

Correctability (Korrekturmöglichkeit)

Corrective maintenance (Korrigierende Wartung)

Corrective measures (Korrigierende Maßnahme)

Cost (Kosten)

The amount of money spent on a specific activity, IT Service or Business Unit. Costs consist of real cost (money), notional cost such as people's time, and Depreciation.

Cost Benefit Analysis (Kosten-Nutzen-Analyse)

An Activity that analyses and compares the casts and the benefits involved in one or more alternative courses of action. See also Business Case, Net Present Value, Internal Rate of Return, Return on Investment, Value on Investment.

Cost Centre (Cost Center)

(Service Strategy) A Business Unit or Project to which costs are assigned. A Cost Centre does not charge for Services provided. An IT Service Provider can be run as a Cost Centre or a Profit Centre.

Cost Effectiveness (Wirtschaftlichkeit)

A measure of the balance between the Effectiveness and Cost of a Service, Process or activity. A Cost Effective Process is one that achieves its Objectives at minimum Cost. See also KPI, Return on Investment, Value for Money.

Cost Element (Kostenelement)

(Service Strategy) The middle level of category to which Costs are assigned in Budgeting and Accounting. The highest-Ievel category is Cost Type. For example a Cost Type of 'people' could have cast elements of payroll, staff benefits, expenses, training, overtime etc. Cost Elements can be further broken down to give Cost Units. For example the Cost Element 'expenses' could include Cost Units of Hotels, Transport, Meals etc.

Cost Management (Kostenmanagement)

(Service Strategy) A general term that is used to refer to Budgeting and Accounting, sometimes used as a synonym for Financial Management.

Cost Model (Kostenmodell)

Cost of Service (Servicekosten)

Cost Plus

Cost Type (Kostenart)

(Service Strategy) The highest level of category to which Costs are assigned in Budgeting and Accounting. For example hardware, software, people, accommodation, external and Transfer. See also Cost Element, Cost Unit.

Cost Unit (Kosteneinheit)

(Service Strategy) The lowest level of category to which Costs are assigned, Cost Units are usually things that can be easily counted (e.g. staff numbers, software licences) or things easily measured (e.g. CPU usage, electricity consumed). Cost Units are included within Cost Elements. For example a Cost Element of 'expenses' could include Cost Units of hotels, transport, meals etc. See also Cost Type.

Cost-by-Customer Cost Model (Kostenmodell "Kosten nach Kunde)

Cost-by-Service Cost Model (Kostenmodell "Kosten nach Service)

Costing (Kostenrechnung)

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

Countermeasure (Gegenmaßnahme)

Can be used to refer to any type of Control. The term Countermeasure is most often used when referring to measures that increase Resilience, Fault Tolerance or Reliability of an IT Service.

Course Corrections (Kurskorrekturen)

Changes made to a Plan or Activity that has already started to ensure that it will meet its Objectives. Course corrections are made as a result of Monitoring progress.

Cracker

CSF - Critical Success Factor (Kritischer Erfolgsfaktor)

Something that must happen if a Process, Project, Plan or IT Service is to succeed. KPls are used to measure the achievement of each CSF. For example a CSF of 'protect IT Services when making Changes could be measured by KPls such as 'percentage reduction of unsuccessful Changes', 'percentage reduction in Changes causing Incidents', etc

Cryptanalysis (Schlüsselanalyse)

Cryptography (Verschlüsselung)

CSI policies (CSI-Richtlinien)

Culture (Kultur)

A set of values that is shared by a group of people, including expectations about how people should behave, their ideas, beliefs and practices. See also Vision.

Customer (Kunde)

Someone who buys goods or Services. The Customer of an IT Service Provider is the person or group that defines and agrees the Service Level Targets. The term Customers is also sometimes internally used to mean users, for example 'this is a Customer-focused Organization'.

Customer assets (Vermögenswerte der Kunden)

Customer Based SLAs (Kundenbasierte SLAs)

Customer Focus (Schwerpunkt auf dem Kunden)

Customer Liaison (Kundenbeziehung)

Customer needs (Kundenbedürfnisse)

Customer outcome (Kundenergebnis)

Customer Portfolio (Kundenportfolio)

(Service Strategy) A database or structured document used to record all customers of the IT Service Provider. The Customer Portfolio is the Business Relationship Manager's view of the Customers who receive Services from the IT Service Provider. See also Contract Portfolio, Service Portfolio.

CRM - Customer Relationship Management

CSS - Customer Satisfaction Survey (Kundenzufriedenheitsumfrage)

Customer-Managed Use (Kundenverwaltete Nutzung)