ITIL Glossary, T

Tactical (Taktisch)

The middle of three levels of Planning and delivery (Strategic, Tactical, Operational). Tactical Activities include the medium-term Plans required to achieve specific Objectives, typically over a period of weeks to months.

Tag (Etikett, Marke)

(Service Strategy) A short code used to identify a Category. For example tags ECl, EC2, EC3 etc. might be used to identify different Customer outcomes when analysing and comparing Strategies. The term Tag is also used to refer to the activity of assigning Tags to things.

Target Return (Zielertrag)

Task (Aufgabe)

Technical Management

(Service Operation) The Function responsible for providing technical skills in support of IT Services and management of the IT Infrastructure. Technical Management defines the Roles of Support Groups, as well as the tools, Processes and Procedures required.

Technical Management function (Technical Management Funktion)

TO - Technical Observation (Technische Überwachung)

(Continual Service Improvement) A technique used in Service Improvement, Problem investigation and Availability Management. Technical support staff meet to monitor the behaviour and Performance of an IT Service and make recommendations for improvement.

TOP - Technical Observation Post (Technische Überwachungstelle)

Technical Service

See Infrastructure Service.

Technical Support

See Technical Management

Technology components (Technologie-Komponenten)

Telematics (Telematik)

Tender (Angebot, Ausschreibung)

Tendering process (Angebotsprozess)

Tension Metrics (Korrelierende Messgrößen)

(Continual Service Improvement) A set of related Metrics, in which improvements to one Metric have a negative effect on another. Tension Metrics are designed to ensure that an appropriate balance is achieved.

Terminal emulation (Terminal-Emulation)

Terminal I/O

TOR - Terms of Reference (Aufgabenstellung)

(Service Design) A Document specifying the Requirements, Scope, Deliverables, Resources and schedule for a Project or Activity.

Test

(Service Transition) An Activity that verifies that a Configuration Item, IT Service, Process etc. meets its Specification or agreed Requirements. See also Service Validation and Testing, Acceptance.

Test Environment (Testumgebung)

(Service Transition) A controlled Environment used to Test Configuration Items, Builds, IT Services, Processes etc.

Testability (Testfähigkeit)

Third Party (Drittpartei)

A person, group or Business that is not part of the Service Level Agreement for an IT Service, but is required to ensure successful delivery of that IT Service. For example, a software Supplier, a hardware maintenance company, or a facilities department. Requirements for Third Parties are typically specified in Underpinning Contracts or Operational Level Agreements.

Third-line Support (Third-Level Support)

(Service Operation) The third 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.

Third-party supplier (Externer Lieferant)

Thrashing (Überlastung)

Threat (Bedrohung)

Anything that might exploit a vulnerability. Any potential cause of an Incident can be considered to be a threat. For example a fire is a threat that could exploit the vulnerability of flammable floor coverings. This term is commonly used in Information Security Management and IT Service Continuity Management, but also applies to other areas such as Problem and Availability Management.

Threshold (Grenzwert)

The value of a metric that should cause an Alert to be generated, or management action to be taken. For example 'Priority 1 Incident not solved within four hours', 'more than five soft disk errors in an hour', or 'more than 10 failed changes in a month'.

Throughput (Durchsatz)

(Service Design) A measure of the number of Transactions, or other Operations, performed in a fixed time. For example, 5000 e-mails sent per hour, or 200 disk I/Os per second.

Tier (Ebene)

Tier one support (Erste Unterstützungsebene)

Tier three support (Dritte Unterstützungsebene)

Tier two support (Zweite Unterstützungsebene)

Timeliness (Rechtzeitigkeit)

Tool (Werkzeug)

TCO - Total Cost of Ownership

(Service Strategy) A methodology used to help make investment decisions. TCO assesses the full Lifecycle Cost of owning a Configuration Item, not just the initial Cost or purchase price. See also Total Cost of Utilization.

TCU - Total Cost of Utilization

(Service Strategy) A methodology used to help make investment and Service Sourcing decisions. TOU assesses the full Lifecycle Cost to the Customer of using an IT Service. See also Total Cast of Ownership.

TQM - Total Quality Management

(Continual Service Improvement) A methodology for managing continual improvement by using a Quality Management System. TQM establishes a culture involving all people in the Organization in a Process of continual monitoring and improvement.

Traceability (Nachvollziehbarkeit)

Transaction (Transaktion)

A discrete Function performed by an IT Service. For example transferring money from one bank account to another. A single Transaction may involve numerous additions, deletions and modifications of data. Either all of these complete successfully or none of them is carried out.

Transaction costs (Transaktionskosten)

Transaction rate (Transaktionsrate)

Transfer Cost (Übertragungskosten)

Transferability (Übertragbarkeit)

TTB - Transform the Business (Geschäftsveränderung)

Transition (Transition (Überführung))

(Service Transition) A change in state, corresponding to a movement of an IT Service or other Configuration Item from one Lifecycle status to the next.

Transition Planning and Support

(Service Transition) The Process responsible for Planning all Service Transition Processes and coordinating the resources that they require. These Service Transition Processes are Change Management, Service Asset and Configuration Management, Release and Deployment Management, Service Validation and Testing, Evaluation and Knowledge Management.

Transparency (Transparenz)

Transportability (Transportierbarkeit)

Tree structures (Baumstrukturen)

Trend Analysis (Trendanalyse)

(Continual Service Improvement) Analysis of data to identify time-related patterns. Trend Analysis is used in Problem Management to identify common Failures or fragile Configuration Items, and in Capacity Management as a Modelling tool to predict future behaviour. It is also used as a management tool for identifying deficiencies in IT Service Management Processes.

Trigger (Anstoß)

Trojan horse (Trojaner)

TTP - Trusted Third Party (Vertrauenswürdige Drittpartei)

Tuning

The Activity responsible for Planning changes to make the most efficient use of Resources. Tuning is part of Performance Management, which also includes Performance monitoring and implementation of the required Changes.

Type I Service Provider (Service Provider des Typs I)

(Service Strategy) An Internal service provider that is embedded within a Business Unit. There may be several Type I service providers within an Organization.

Type II Service Provider (Service Provider des Typs II)

(Service Strategy) An InternaI service provider that provides shared IT Services to more than one Business Unit.­

Type III Service Provider (Service Provider des Typs III)

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