ITIL Glossary, S

Safety (Sicherheit)

SAM Database (SAM-Datenbank)

Scalability (Skalierbarkeit)

The ability of an IT Service, Process, Configuration Item etc. to perform its agreed Function when the Workload or Scope changes.

Scalable (Skalierbar)

SC - Schedule of Changes (Change-Kalender)

Scope (Umfang)

The boundary, or extent, to which a Process, Procedure, Certification, Contract etc. applies. For example the Scope of Change Management may include all Live IT Services and related Configuration Items, the Scope of an ISO/IEC 20000 Certificate may include al IT Services delivered out of a named data centre.

Second-line Support (Zweite Unterstützungsebene, Second-Level Support)

(Service Qperation) The second level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other resources.

Secondment (Abordnung bzw. Überlassung)

Secret key (Geheimer Schlüssel)

Securability

Secure library (Sichere Bibliothek)

A secure library is a collection of software, electronic or document CIsof known type and status Acces to items in a secure library is restricted.

Secure store (Sicherer Speicher)

A secure store is a location that warehouses IT assets. Secure stores play an important rolein the provision of security and continuity, maintaining reliable access to equipment of known quality.

Security (Sicherheit (Security))

See Information Security Management

Security Awareness (Sicherheitsbewusstsein)

Security Incidents

Security Level (Sicherheitsstufe)

Security Management

See Information Security Management

Security Manager

Security Officer

Security plan (Security-Plan)

Security Policy (Sicherheitsrichtlinie)

See Information Security Policy.

Security section (Sicherheitsabteilung)

Segregation of duties (Aufgabentrennung)

Self-insurance (Schadensübernahme)

Senior management (Oberes Management)

SoC - Separation of Concerns

(Service Strategy) An approach to Designing a solution or IT Service that divides the problem into pieces that can be solved independently. This approach separates 'what' is to be done from 'how' it is to be done.

Serial number (Seriennummer)

Server

(Service Operation) A computer that is connected to a network and provides software Functions that are used by other Computers.

Service

Delivering something of value to a Customer that is not goods (physical things with material value). Examples of Services include banking, legal support or e-mail. Service is also used as a synonym for IT Service.

SAC - Service Acceptance Criteria (Serviceabnahmekriterien)

(Service Transition) A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements and that the IT service provider is ready to Operate the new IT Service when it has been Deployed. See also Acceptance.

Service achievement (Ereichte Servicequalität)

Service Analytics (Serviceanalytik)

(Service Strategy) A technique used in the assessment of the Business Impact of Incidents. Service Analytics Models the dependencies between Configuration Items, and the dependencies of IT Services on Configuration Items.

Service Asset (Service-Asset)

Any Capability or Resource of a service provider. See also Asset.

SACM - Service Asset and Configuration Management

(Service Transition) The Process responsible for both Configuration Management and Asset Management.

Service Automation (Serviceautomatisierung)

Service Based SLAs (Servicebasierte SLAs)

Service breach (Servicebruch)

SCM - Service Capacity Management

Service Catalogue (Servicekatalog)

(Service Design) A database or structured Document with information about all live IT Services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio published to customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. See also Contract Portfolio.

SCM - Service Catalogue Management

Service Continuity Management

See IT Service Continuity Management.

Service Contract (Servicevertrag)

(Service Strategy) A Contract to deliver one or more IT Services. The term Service Contract is also used to mean any Agreement to deliver IT Services, whether this is a legal Contract or an SLA. See also Contract Portfolio.

Service Culture (Servicekultur)

A Customer-oriented Culture. The major Objectives of a Service Culture are Customer satisfaction and helping Customers to achieve their Business Objectives.

Service definition (Servicedefinition)

Service Delivery

Service deployment (Service-Auslieferung)

Service Design

(Service Design) A stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See also Design.

Service Design Package

(Service Design) Document(s) defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change or IT Service Retirement.

Service Desk

(Service Operation) The Single Point of Contact between the service provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.

Service Desk function (Service-Desk-Funktion)

SFA - Service Failure Analysis (Serviceausfallanalyse)

(Service Design) An Activity that identifies underlying causes of one or more IT Service interruptions. SFA identifies opportunities to improve tne IT service provider's Processes and tools, and not just the IT Infrastructure. SFA is a time-constrained, project-like activity, rather than an ongoing process of analysis.

Service Hours (Servicestunden)

(Service Design) (Continual Service Improvement) An agreed time period when a particular IT Service shouldbe available. For example, 'Monday-Friday 08:00 to 17:00 except public holidays'. Service Hours should be defined in a Service Level Agreement.

Service Improvement (Serviceverbesserung)

SIP - Service Improvement Plan (Serviceverbesserungsplan)

(Continual Service Improvement) A formal Plan to implement improvements to a Process or IT Service.

Service Interruption (Serviceunterbrechung)

SKMS - Service Knowledge Management System

(Service Transition) A set of tools and databases that are used to manage knowledge and information. The SMKS includes the Configuration Management System, as well as other tools and databases. The SKMS stores, manages, updates and presents all information that an IT service provider needs to manage the full Lifecycle of IT Services.

Service Level

Measured and reported achievement against one or more Service Level Targets. The term Service Level is sometimes used informally to mean Service Level Target.

SLA - Service Level Agreement (Service Level Vereinbarung)

(Service Design) (Continual Service Improvement) An Agreement between an IT service provider and a Customer. The SLA describes the IT Service, documents Service Level Targets and specifies the reponsibilities of the IT service provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers. See also Operational Level Agreement.

SLM - Service Level Management

(Service Design) (Continual Service Improvement) The Process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is responsible far ensuring that all IT Service Management Processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews.

Service level manager (Service Level Manager)

SLP - Service Level Package

(Service Strategy) A defined level of Utility and Warranty for a particular Service Package. Each SLP is designed to meet the needs of a particular Pattern of Business Activity. See also Line of Service.

Service level report (Service-Level-Bericht)

SLR - Service Level Requirement (Service Level Anforderung)

(Service Design) (Continual Service Improvement) A Customer Requirement for an aspect of an IT Service. SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets.

Service Level Target (Service Level Ziel)

(Service Design) (Continual Service Improvement) A commitment that is documented in a Service Level Agreement. Service Level Targets are based on Service Level Requirements, and are needed to ensure that the IT Service design is Fit for Purpose. Service Level Targets should be measurable, and are usually based on KPls.

Service Lifecycle (Servicelebenszyklus)

SMO - Service Maintenance Objective (Servicewartungsvorgabe, SMO)

(Service Operation) The expected time that a Configuration Item will be unavailable due to planned maintenance Activity.

Service Management

Service Management is a set of specialized organizational capabilities for providing value to Customers in the form of services.

SMIS - Service Management Information System

Service Management Lifecycle (Service Management Lebenszyklus)

An approach to IT Service Management that emphasizes the importance of coordination and Control across the various Functions, Processes and Systems necessary to manage the full Lifecycle of IT Services. The Service Management Lifecycle approach considers the Strategy, ' Design, Transition, Operation and Continuous Improvement of IT Services.

Service Management processes (Service Management Prozesse)

Service Management Technology (Service Management Technologie)

Service Manager

A manager who is responsible for managing the end-to­-end Lifecycle of one or more IT Services. The term Service Manager is also used to mean any manager within the IT service provider. Most commonly used to refer to a Business Relationship Manager, a Process Manager, an Account Manager or a senior manager with responsibility for IT Services overall.

Service objective (Serviceziel)

Service opening hours (Serviceverfügbarkeitsstunden)

Service Operation (Service Operation (Servicebetrieb))

(Service Operation) A stage in the Lifecycle of an IT Service. Service Operation includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See also Operation.

SOA - Service Oriented Architecture

SOA - Service Outage Analysis (Serviceausfallanalyse)

Service Owner (Service Owner (Serviceverantwortlicher))

(Continual Service Improvement) A Role that is accountable for the delivery of a specific IT Service.

Service Package

(Service Strategy) A detailed description of an IT Service that is available to be delivered to Customers. A Service Package includes a Service Level Package and one or more Core Services and Supporting Services.

Service Pipeline

(Service Strategy) A database or structured Document listing all IT Services that are under consideration or Development, but are not yet available to Customers. The Service Pipeline provides a Business view of possible future IT Services and is part of the Service Portfolio that is not normally published to Customers.

Service Planning (Serviceplanung)

Service Portfolio (Serviceportfolio)

(Service Strategy) The complete set of Services that are managed by a service provider. The Service Portfolio is used to manage the entire Lifecycle of all Services, and includes three Categories: Service Pipeline (proposed or in Development). Service Catalogue (Live or available for Deployment). and Retired Services. See also Service Portfolio Management, Contract Portfolio.

SPM - Service Portfolio Management

(Service Strategy) Service Portfolio Management is a dynamic method for governing investments in service management across the enterprise and managing them for value.

Service Potential (Servicepotenzial)

(Service Strategy) The total possible value of the overall Capabilities and Resources of the IT service provider.

Service Provider

(Service Strategy) An Organization supplying Services to one or more Internal Customers or External Customers. service provider is often used as an abbreviation for IT service provider. See also Type I service provider, Type II service provider, Type III service provider.

SPI - Service Provider Interface (Service Provider Schnittstelle)

(Service Strategy) An interface between the IT service provider and a user, customer, business process or a supplier. Analysis of service provider Interfaces helps to coordinate end-to-end management of IT Services.

Service provision (Servicebereitstellung)

SPO - Service Provisioning Optimization (Optimierung der Servicebereitstellung)

(Service Strategy) Analysing the finances and constraints of an IT Service to decide if alternative approaches to service delivery might reduce Costs or improve Quality.

SQP - Service Quality Plan (Servicequalitätsplan)

Service release and deployment package (Service Release und Deployment Package)

Service Reporting

(Continual Service Improvement) The Process responsible for producing and delivering re ports of achievement and trends against Service Levels. Service Reporting should agree the format, content and frequency of reports with Customers.

Service Request (Serviceanforderung)

(Service Operation) A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

Service solution (Servicelösung)

Service Sourcing (Service Sourcing (Servicevergabe))

(Service Strategy) The Strategy and approach for deciding whether to provide a Service internally or to outsource it to an External service provider. Service Sourcing also means the execution of this Strategy.
Service Sourcing includes:

• Internal Sourcing - Internal or Shared Services using Type I or Type II service providers
• Traditional Sourcing - Full Service Outsourcing using a Type III service provider
• Multi-vendor Sourcing - Prime, Consortium or Selective Outsourcing using Type III service providers.

Service Strategy (Service Strategy (Servicestrategie))

(Service Strategy) The title of one of the Co re ITIL publications. Service Strategy establishes an overall Strategy for IT Services and for IT Service Management.

Service Support

Service Transition (Service Transition (Serviceüberführung))

(Service Transition) A stage in the Lifecycle of an IT Service. Service Transition includes a number of Processes and Functions and is the title of one of the Core ITIL publications. See also Transition.

Service Utility

(Service Strategy) The Functionality of an IT Service from the Customer's perspective. The Business value of an IT Service is created by the combination of Service Utility (what the Service does) and Service Warranty (how well it does it). See also Utility.

Service Validation and Testing

(Service Transition) The Process responsible for Validation and Testing of a new or Changed IT Service. Service Validation and Testing ensures that the IT Service matches its Design Specification and will meet the needs of the Business.

Service Valuation (Servicebewertung)

(Service Strategy) A measurement of the total Cost of delivering an IT Service, and the total value to the Business of that IT Service. Service Valuation is used to help the Business and the IT service provider agree on the value of the IT Service.

Service value (Servicewert)

Service value potential (Servicewertpotenzial)

Service Warranty

(Service Strategy) Assurance that an IT Service will meet agreed Requirements. This may be a formal Agreement such as a Service Level Agreement or Contract, or may be a marketing message or brand image. The Business value of an IT Service is created by the combination of Service Utility (what the Service does) and Service Warranty (how well it does it). See also Warranty.

Service Window (Servicefenster)

Serviceability (Servicefähigkeit (Serviceability))

(Service Design) (Continual Service Improvement) The ability of a Third-party Supplier to meet the terms of its Contract. This Contract will include agreed levels of / Reliability, Maintainability or Availability for a Configuration Item.

Shared Services Unit (Gemeinsam genutzte Service-Einheit)

Shift (Schicht)

(Service Operation) A group or team of people who carry out a specific Role for a fixed period of time. For example there could be four shifts of IT Operations Control personnel to support an IT Service that is used 24 hours a day.

Signature (Signatur)

Simulation modelling (Simulations-Modelling)

(Service Design) (Continual Service Improvement) A technique that creates a detailed model to predict the behaviour of a Configuration Item or IT Service. Simulation models can be very accurate but are expensive and time consuming to create. A simulation model is often created by using the actual Configuration Items that are being modeled, with artificial Workloads or Transactions. They are used in Capacity Management when accurate results are important. A simulation model is sometimes called a Performance Benchmark.

Single Point of Contact

(Service Operation) Providing a single consistent way to communicate with an Organization or Business Unit. For example, a Single Point of Contact for an IT service provider is usually called a Service Desk.

SPOF - Single Point of Failure (Single Point of Failure )

(Service Design) Any Configuration Item that can cause an Incident when it fails, and for which a Countermeasure has not been implemented. A SPOF may be a person, or a step in a Process or Activity, as well as a Component of the IT Infrastructure. See also Failure.

Skilled Service Desk (Service Desk mit eigenem Know-How)

SLAM - SLA Monitoring

SLAM Chart (SLAM-Diagramm)

(Continual Service Improvement) A Service Level Agreement Monitoring Chart is used to help monitor and report achievements against Service Level Targets. A SLAM Chart is typically colour coded to show whether each agreed Service Level Target has been met, missed, or nearly missed during each of the previous 12 months.

Snapshot

(Service Transition) The current state of a Configuration as captured by a discovery tool. Also used as a synonym for Benchmark. See also Baseline.

Software

SAM - Software Asset Management

SCI - Software Configuration Item

Software Environment (Softwareumgebung)

SI - Software Item (Software-Item (Software-Element, SI))

Software Library (Softwarebibliothek)

SPICE - Software Process Improvement and Capability dEtermination

Software Release (Software-Release)

Software work unit (Softwareleistungseinheit)

Source (Source (Vergabe))

See Service Sourcing.

Sourcing

Sourcing organisation (Sourcing-Organisation)

Spamming (Spam generieren)

SMART - Specific, Measureable, Acceptable, Realistic, Timely

(Service Design) (Continual Service Improvement) An acronym for helping to remember that targets in Service Level Agreements and Project Plans should be Specific, Measurable, Achievable, Relevant and Timely.

Specification (Spezifikation)

A formal definition of Requirements. A Specification may be used to define technical or Operational Requirements, and may be interna I or external. Many public Standards consist of a Code of Practice and a Specification. The Specification defines the Standard against which an Organization can be Audited.

Specsheet , Specification sheet (Datenblatt)

Spoofing

Stability (Stabilität)

Stage (Phase)

Stakeholder (Interessensvertreter)

All people who have an interest in an Organization, Project, IT Service etc. Stakeholders may be interested in the Activities, targets, Resources or Deliverables. Stakeholders may include Customers, Partners, employees, shareholders, owners etc.

Stand-by arrangements (Standby-Vereinbarungen)

Standard

A mandatory Requirement. Examples include ISO/IEC 20000 (an international Standard), an internal security standard for Unix configuration, or a government standard for how financial Records should be maintained. The term Standard is also used to refer to a Code of Practice or Specification published by a Standards Organization such as ISO or BSI. See also Guideline.

Standard Change (Standard-Change)

(Service Transition) A pre-approved Change that is low Risk, relatively common and follows a Procedure or Work Instruction. For example, password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a Service Request. See also Change Model.

Standard cost (Standardkosten)

Standard costing (Standardkostenrechnung)

SOP - Standard Operating Procedures (Standardisierte Betriebsabläufe)

(Service Operation) Procedures used by IT Operations Management.

Standardisation (Standardisierung)

Standby

(Service Design) Used to refer to Resources that are not required to deliver the Live IT Services, but are available to support IT Service Continuity Plans. For example a Standby data centre may be maintained to support Hot Standby, Warm Standby or Cold Standby arrangements.

State (Zustand)

SOR - Statement of requirements (Anforderungsspezifikation)

(Service Design) A Document containing all Requirements for a product purchase, or a new or changed IT Service. See also Terms of Reference.

Status

The name of a required field in many types of record. It shows the current stage in the Lifecycle of the associated Configuration Item, Incident, Problem etc.

Status Accounting (Statusnachweis)

Storage Management

(Service Operation) The Process responsible for managing the storage and maintenance of data throughout its Lifecycle.

Storage occupancy (Speicherbelegung)

Strategic (Strategisch)

SAOM - Strategic Alignment Objectives Model

Strategic assets (Strategische Vermögenswerte)

SIF - Strategic industry factors (Strategische Branchenfaktoren)

Strategy (Strategie)

(Service Strategy) The highest of three levels of Planning and delivery (Strategy, Tactical, Operational). Strategy Activities include Objective setting and long-term Planning to achieve the overall Vision.(Service Strategy) A Strategy Plan designed to achieve defined Objectives.

SWOT - Strengths, Weaknesses, Opportunities, Threats (Stärken, Schwächen, Chancen, Bedrohungen)

Super User (Super-User)

(Service Operation) A User who helps other Users, and assists in communication with the Service Desk or other parts of the IT service provider. Super Users typically provide support for minor Incidents and training.

SCD - Supplier and Contract Database (Lieferanten- und Vertragsdatenbank)

(Service Design) A database or structured Document used to manage Supplier Contracts throughout their Lifecycle. The SCD contains key Attributes of all Contracts with Suppliers, and should be part of the SMKS.

Supplier Management

(Service Design) The Process responsible for ensuring that all Contracts with 'Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments.

Supply Chain (Lieferkette)

(Service Strategy) The Activities in a Value Chain carried out by Suppliers. A Supply Chain typically involves multiple Suppliers, each adding value to the product or Service. .

Support (Unterstützung)

Support Center

Support desk (Support Desk)

Support Group (Support-Gruppe, Unterstützungsgruppe)

(Service Operation) A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes. See also Technical Management.

Support Hours (Support-Stunden)

(Service Design) (Service Operation) The times or hours when support is available to the Users. Typically these are the hours when the Service Desk is available. Support Hours should be defined in a Service Level Agreement, and may be different from Service Hours. For example, Service Hours may be 24 hours a day, but the Support Hours may be 07:00 to 19:00.

Supporting Service (Unterstützender Service)

(Service Strategy) A Service that enables or enhances a Core Service. For example, a Directory Service or a Backup Service. See also Service Package.

Surcharging (Kostenzuschlag)

SWOT Analysis (SWOT-Analyse)

(Continual Service Improvement) A technique that reviews and analyses the internal strengths and weaknesses of an Organization and of the external opportunities and threats that it faces. SWOT stands for Strengths, Weaknesses, Opportunities and Threats.

System

A number of related things that work together to achieve an overall Objective. For example:

• A computer System including hardware, software and Applications
• management System, including multiple Processes that are planned and managed together. For example, a Quality Management System
• A Database Management System or Operating System that includes many software modules that are designed to perform a set of related Functions.

System Dynamics (Systemdynamik)

System Management

The part of IT Service Management that focuses on the management of IT Infrastructure rather than Process.

System software (Systemsoftware)