The ability of a service (or component) to perform its intended function ie. a kettle is considered available when it is plugged in and ready to boil.
Business Continuity Plan
A Business Continuity Plan (BCP) is a predefined approach to recovery from potential disruptions to a company. The plan ensures that personnel and assets are protected and are able to recovery and function in the event of a disaster.
The addition, modification, or removal of any component that could have a direct or indirect effect on services. Changes are formally managed through the Change Management process.
Change Request
A Change Request is a formal proposal to modify a service, application or infrastructure.
Disaster Recovery Plan
A Disaster Recovery Plan (DRP) is a subset of the Business Continuity Plan. It focuses on ensuring that IT-related services and infrastructure is designed and deployed in such a way that it is resilient in the face of significant outages.
A change of state of an IT Service or component. There are three types of events: Information, Warning and Exception.
Exception Event
An Exception Event is a recorded condition that indicates an error and may require diagnosis and repair.
An Incident is an unplanned disruption of service. Incidents are formally managed through the Incident Management process.
Incident Management
Incident Management is a Service Management best-practice which focuses on the full lifecycle of an incident.
Information Event
An Information Event is a recorded condition that indicates a change of state, but does not require any further action.
Non-Standard Change
A Non-Standard Change (ITIL refers to this as a Normal Change) is a type of one-time change where the dependencies and impact are not fully understood and is thus considered high risk.
Normal Change
See Non-Standard Change.
Organisational Change Management
Organisational Change Management (OCM) is a leadership competency to lead an organisation through a potentially disruptive change.
A quality of being more important, or taking precedence.
Privacy is the state of being free from any intrusion into one’s personal life. It is also considered a human right.
– A service is a supported facility (Unified Service Management)
– A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks (ITIL Framework)
Service Provider
A Service Provider is an organisational unit which is made up of People, Processes and Technology, and is focused on delivering services to a customer.
Standard Change
A Standard Change is a repeatable type of Change where the effort and impact of the modification is understood, and is thus considered low risk. Examples include: upgrading a desktop computer, installing an approved application, or clearing the transaction log on a database.