ITIL Glossary, E

Early Life Support

(Service Transition) Support provided for a new or Changed IT Service for a period of time after it is Released. During Early Life Support the IT Service Provider may review the KPls, Service Levels and Monitoring Thresholds, and provide additional Resources for Incident and Problem Management.

Echoing

Economies of scale (Skaleneffekt)

Economies of scope (Synergieeffekt)

(Service Strategy) The reduction in average cost that is possible from increasing the usage of an IT Service or Asset. See also Economies of scope.

Effectiveness (Effektivität)

(Continual Service Improvement) A measure of whether the Objectives of a Process, Service or Activity have been achieved. An Effective Process or activity is one that achieves its agreed Objectives. See also KPI.

Efficiency (Effizienz)

(Continual Service Improvement) A measure of whether the right amount of resources have been used to deliver a Process, Service or Activity. An Efficient Process achieves its Objectives with the minimum amount of time, money, people or other resources. See also KPI.

Elapsed time (Durchlaufzeit)

Element of IT (IT-Komponente)

Emergency Change (Notfall-Change)

(Service Transition) 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. See also Emergency Change Advisory Board (ECAB).

ECAB - Emergency Change Advisory Board

Emergency Fix (Notfallbehebung)

Emergency Release (Notfall-Release)

Encipher (Verschlüsseln)

Encryption (Verschlüsselung)

End User (Endanwender)

EAI - Enterprise Application Integration

Enterprise architecture (Unternehmensarchitektur)

ESA - Enterprise Services Architecture

Environment (Umgebung)

(Service Transition) A subset of the IT Infrastructure that is used for a particular purpose. For example: Live Environment, Test Environment, Build Environment. It is possible for multiple Environments to share a Configuration Item, for example Test and Live Environments may use different partitions on a single mainframe computer. Also used in the term Physical Environment to mean the accommodation, air conditioning, power system etc. Environment is also used as a generic term to mean the external conditions that influence or affect something.

Error (Fehler)

(Service Operation) A design flaw or malfunction that causes a Failure of one or more Configuration Items or IT Services. A mistake made by a person or a faulty Process that affects a CI or IT Service is also an Error.

Error Control

Escalation (Eskalation)

(Service Operation) An Activity that obtains additional Resources when these are needed to meet Service Level Targets or Customer expectations. Escalation may be needed within any IT Service Management Process, but is most commonly associated with Incident Management, Problem Management and the management of Customer complaints. There are two types of Escalation, Functional Escalation and Hierarchic Escalation.

Escalation threshold (Eskalationsschwelle)

eSCM-CL - eSourcing Capability Model for Client Organizations

(Service Strategy) A framework to help Organizations guide their analysis and decisions on Service Sourcing Models and Strategies. eSCM-CL was developed by Carnegie Mellon University, US. See also eSourcing Capability Model for Service Providers.

eSCM-SP - eSourcing Capability Model for Service Providers

(Service Strategy) A framework to help IT Service Providers develop their IT Service Management Capabilities from a Service Sourcing perspective. eSCM-SP was developed by Carnegie Mellon University, US. See also eSourcing Capability Model for Client Organizations.

Estimation (Schätzung)

The use of experience to provide an approximate value for a Metric or Cost. Estimation is also used in Capacity and Availability Management as the cheapest and least accurate Modelling method.

EFQM - European Foundation for Quality Management

Evaluation (Evaluierung, Bewertung)

(Service Transition) The Process responsible for assessing a new or changed IT Service to ensure that Risks have been managed and to help determine whether to proceed with the Change.
Evaluation is also used to mean comparing an actual Outcome with the intended Outcome, or comparing one alternative with another.

Event (Event, Ereignis)

(Service Operation) An event is a change of state that has significance for the management of a Configuration Item or IT Service.
The term event is also used to mean an alert or notification created by any IT Service, Configuration Item or Monitoring tool. Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged

Event Management

(Service Operation) The Process responsible for managing Events throughout their Lifecycle. Event Management is one of the main activities of IT Operations.

Examination Board (Prüfungskommission)

EXIN - Examination Institute for Information Science

Exception Report (Ausnahmebericht)

A document containing details of one or more KPls or other important targets that have exceeded defined thresholds. Examples include SLA targets being missed or about to be missed, and a Performance Metric indicating a potential Capacity problem.

Exclusiveness (Ausschließlichkeit)

Expanded Incident Lifecycle (Erweiterter Incident-Lebenszyklus)

(Availability Management) Detailed stages in the Lifecycle of an Incident. The stages are Detection, Diagnosis, Repair, Recovery, Restoration. The Expanded Incident Lifecycle is used to help understand all contributions to the Impact of Incidents and to Plan how these could be controlled or reduced.

Expert user (Anwenderexperte)

Exploitation (Ausnutzung)

External audit (Externes Audit)

External Customer (Externer Kunde)

A Customer who works for a different Business to the IT service provider. See also External Service Provider, InternaI Customer.

External Metric (Externe Messgröße)

A metric that is used to measure the delivery of IT Service to a Customer. External metrics are usually defined in SLAs and reported to Customers. See also Internal Metric.

External Service Provider (Externer Servicelieferant)

(Service Strategy) An IT service provider that is part of a different Organization to its Customer. An IT service provider may have both Internal Customers and External Customers. See also service provider.

External Sourcing (Externe Vergabe)

See Outsourcing.

External Target (Externes Ziel)