ITIL Glossary, I

Identification (Identifizierung)

Identity (Identität)

(Service Operation) A unique name that is used to identify a User, person or Role. The Identity is used to grant Rights to that User, person or Roles. Example Identities might be the username 'Smith' or the Role 'Change manager'.

Immediate Recovery (Sofortige Wiederherstellung)

(Service Design) A Recovery Option that is also known as Hot Standby. Provision is made to Recover the IT Service with no loss of Service. Immediate Recovery typically uses Mirroring, Load Balancing and Split Site technologies.

Impact (Auswirkung)

(Service Operation) (Service Transition) A measure of the effect of an Incident, Problem or Change on Business Processes. Impact is often based on how Service Levels will be affected. Impact and Urgency are used to assign Priority.

Impact analysis (Auswirkungsanalyse)

Impact Code (Auswirkungscode)

Impact scenario (Auswirkungsszenario)

Incident

(Service Operation) An unplanned interruption to an IT Service or reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet affected Service is also an Incident. For example Failure of one disk from a mirror set.

Incident call (Incident-Anruf)

Incident control (Incident-Steuerung)

Incident Life Cycle (Incident-Lebenszyklus)

Incident Management

(Service Operation) The Process responsible for managing the Lifecyc1e of all Incidents. The primary Objective of Incident Management is to return the IT Service to Customers as quickly as possible.

Incident Record (Inciden-Datensatz)

(Service Operation) A Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident.

Indirect Cost (Indirekte Kosten)

(Service Strategy) A Cost of providing an IT Service, which cannot be allocated in full to a specific Customer. For example, the Cost of providing shared Servers or software licenses. Also known as Overhead Cost. See also Direct Cost.

Information

ICT - Information & Communication Technology

Information management (Informationsmanagement)

Information processing (Informationsverarbeitung)

ISM - Information Security Management

(Service Design) The Process that ensures the Confidentiality, Integrity and Availability of an Organization's Assets, information, data and IT Services. Information Security Management usually forms part of an Organizational approach to Security Management that has a wider scope than the IT service provider, and includes handling of personal, process, technical and physical security measures for the entire Organization.

ISMS - Information Security Management System

(Service Design) The framework of Policy, Processes, Standards, Guidelines and tools that ensures an Organization can achieve its Information Security Management Objectives.

Information Security Manager

Information security plan (Informationssicherheitsplan)

Information Security Policy (Richtlinie zur Informationssicherheit)

(Service Design) The Policy that governs the Organization's approach to Information Security Management.

Information system (Informationssystem)

ISEB - Information Systems Examination Board

IT - Information Technology (Informationstechnologie)

The use of technology for the storage, communication or processing 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.

ITIL - Information Technology Infrastructure Library

A set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and 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 www.itil.co.uk for more information.

Informed Customer (Informierter Kunde)

Infrastructure (Infrastruktur)

Infrastructure Service (Infrastrukturservice)

An IT Service that is not directly used by the Business, but is required by the IT service provider so they can provide other IT Services. For example directory services, naming services or communication services.

Initiator

Input

Insource

Insourcing (Insourcing (Interne Vergabe))

See Internal Sourcing.

Install (Installieren)

Installability (Installationsfähigkeit)

Installation

Institute of IT Service Management

ILM - Integrated lifecycle management (Integrated Lifecycle Management)

Integration

Integration Testing (Integrationstest)

Integrity (Integrität)

(Service Design) A security principle that ensures data and Configuration Items are modified only by authorized personnel and Activities. Integrity considers all possible causes of modification, including software and hardware Failure, environmental Events and human intervention.

IVR - Interactive Voice Response (Interaktive Spracherkennung)

(Service Operation) A form of Automatic Call Distribution that accepts User input, such as key presses and spoken commands, to identify the correct destination for incoming Calls.

Interface (Schnittstelle)

Intermediate Recovery (Zügige Wiederherstellung:)

(Service Design) A Recovery Option that is also known as Warm Standby. Provision is made to Recover the IT Service in a period of time between 24 and 72 hours. Intermediate Recovery typically uses a shared Portable or Fixed Facility that has Computer Systems and Network Components. The hardware and software will need to be configured, and data will need to be restored, as part of the IT Service Continuity Plan.

Internal Customer (Interner Kunde)

A Customer who works for the same Business as the IT service provider. See also Internal service provider, External Customer.

Internal Metric (Interne Messgröße)

A Metric that is used within the IT service provider to Monitor the Efficiency, Effectiveness or Cost Effectiveness of the IT service provider's internal Processes. Internal Metrics are not normally reported to the Customer of the IT Service. See also External Metric.

IRR - Internal Rate of Return (Interne Zinsfuß-Methode)

(Service Strategy) A technique used to help make decisions about Capital Expenditure. IRR calculates a figure that allows two or more alternative investments to be compared. A larger IRR indicates a better investment. See also Net Present Value, Return on Investment.

Internal Service Provider (Interner Service Provider)

(Service Strategy) An IT service provider that is part of the same Organization as its Customer. An IT service provider may have both Internal Customers and External Customers. See also Type I service provider, Type 11 service provider.

Internal Sourcing (Internes Sourcing (Interne Vergabe))

(Service Strategy) Using an Internal service provider to manage IT Services. See also Service Sourcing, Type I service provider, Type II service provider.

Internal target (Internes Ziel)

ISO - International Organization for Standardization (Internationale Organisation für Standardisierung)

The International Organization for Standardization (ISO) is the world's largest developer of Standards. ISO is a non­governmental organization that is a network of the national standards institutes of 156 countries. See www.iso.org for further information about ISO.

ISO 9001 - International Standardization Organization - ISO 9001 (Internationale Organisation für Normung - ISO 9001)

An international Standard for Quality Management Systems.
See also ISO 9000, Standard.

ISO/IEC 17799 - International Standardization Organization / International Electrotecnical Commi (Internationale Organisation für Normung / Internationale Kommission für Eletrote)

(Continual Service Improvement) ISO Code of Practice for Information Security Management. See also Standard.

ISO/IEC 20000 - International Standardization Organization / International Electrotecnical Commi (Internationale Organisation für Normung / Internationale Kommission für Eletrote)

ISO Specification and Code of Practice for IT Service Management. ISO/IEC 20000 is aligned with ITIL Best Practice.

ISO/IEC 27001 - International Standardization Organization / International Electrotecnical Commi (Internationale Organisation für Normung / Internationale Kommission für Eletrote)

(Service Design) (Continual Service Improvement) ISO Specification for Information Security Management. The corresponding Code of Practice is ISO/IEC 17799. See also Standard.

International Standards Organisation (Internationale Standardisierungsorganisation)

See International Organization for Standardization (ISO).

ISP - Internet Service Provider

An External service provider that provides access to the Internet. Most ISPs also provide other IT Services such as web hosting.

Interoperability (Interoperabilität)

Invocation (Auslösen)

(Service Design) Initiation of the steps defined in a plan. For example initiating the IT Service Continuity Plan for one or more IT Services.

Ishikawa Diagram (Ishikawa-Diagramm)

(Service Operation) (Continual Service Improvement) A technique that helps a team to identify all the possible causes of a Problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.

ISO 9000 - ISO 9000

A generic term that refers to a number of international Standards and Guidelines for Quality Management Systems. See www.iso.org for more information. See also ISO.

ISO quality standards (Qualitätsstandards nach ISO)

ITAMM - IT Availability Metrics Model (Verfügbarkeitsmessgrößen-Modell)

IT Directorate (IT Directorate (IT-Leitung))

(Continual Service Improvement) Senior Management within a service provider, charged with developing and delivering IT services. Most commonly used in UK Government departments.

IT Infrastructure (IT-Infrastruktur)

All of the hardware, software, networks, facilities, etc. that are required to develop, Test, deliver, Monitor, Control or support IT Services. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation.

IT manager (IT-Manager)

IT Operations (IT-Betrieb)

(Service Operation) Activities carried out by IT Operations Contra!, including Console Management, Job Scheduling, Backup and Restore, and Print and Output Management. IT Operations is also used as a synonym for Service Operation.

IT Operations Control (Steuerung des IT-Betriebs)

(Service Operation) The Function responsible for Monitoring and Control of the IT Services and IT Infrastructure. See also Operations Bridge.

IT Operations Control and Facilities Management

IT Operations Management

(Service Operation) The Function within an IT service provider that performs the daily Activities needed to manage IT Services and the supporting IT Infrastructure. IT Operations Management includes IT Operations Control and Facilities Management.

IT Operations Management function (Funktion des IT Operations Management)

IT Service

A Service provided to one or more Customers by an IT service provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Processes. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.

ITSCM - IT Service Continuity Management

(Service Design) The Process responsible for managing Risks that could seriously affect IT Services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the Risk to an acceptable level and Planning for the Recovery of IT Services. ITSCM should be designed to support Business Continuity Management.

IT service continuity manager (IT Service Continuity Manager)

IT Service Continuity Plan

(Service Design) A Plan defining the steps required to Recover one or more IT Services. The Plan will also identify the triggers for Invocation, people to be involved, communications etc. The IT Service Continuity Plan should be part of a Business Continuity Plan.

IT service continuity planning (IT Service Continuity Planung)

ITSM - IT Service Management

The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT service providers through an appropriate mix of people, Process and Information Technology. See also Service Management.

itSMF - IT Service Management Forum

The IT Service Management Forum is an independent Organization dedicated to promoting a professional approach to IT Service Management. The itSMF is a not-­for-profit membership Organization with representation in many countries around the world (itSMF Chapters). The itSMF and its membership contribute to the development of ITIL and associated IT Service Management Standards. See www.itsmf.com for more information.

IT Service Provider

(Service Strategy) A service provider that provides IT Services to Internal Customers or External Customers.

ISG - IT Steering Group

A formal group that is responsible for ensuring that Business and IT service provider Strategies and Plans are closely aligned. An IT Steering Group includes senior representatives from the Business and the IT service provider.

ICMB - ITIL Certification Management Board