Information Technology
Service Management



Best Practice
Proven activities or processes that have been successfully used by multiple organizations. (Example: ITIL)


The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.


Change History
Information about all changes made to a configuration item during its life. Change history consists of all those change records that apply to configuration item.


Configuration Item
Any component or other service asset that needs to be managed in order to deliver an IT service. They typically include IT services, hardware, software, buildings, people and formal documentation.


A change of state that has significance for the management of an IT service or other configuration item. The term 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.


Loss of ability to operate to specification, or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items, etc. A failure often causes an incident.


Performing activities to meet a need or requirement.


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.


IT Service Management (ITSM) is a process-based practice intended to align the delivery of quality information technology (IT) services with the needs of the organization, which emphasizes benefits to customers. While the process at its core concerns technology, this focus on the client is key.


The various stages in the life of an IT service, configuration item, incident, problem, change, etc. The lifecycle defines the categories for status and the status transitions that are permitted.


A cause of one or more incidents. The cause is not usually know at the time a problem record is created, and the problem management process is responsible for further investigation.


A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.


A service is a means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks. (ITIL v3)