Service Catalog Glossary

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Application - A program available for general use by people accessing a computer system, enabling them to undertake tasks such as editing files and/or using a database.

Availability - Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio, i.e. the proportion of time that the service is actually available for use by the Customers within the agreed service hours.

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Change - The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.

Change Control - The activities that ensure that all changes are managed correctly in terms of progress and quality.

CMDB - Configuration management database (CMDB) is a unified or federated repository of information related to all the components of an information system. It helps an organization to understand the relationships between these components and track their configuration. The CMDB is a fundamental component of the ITIL framework's Configuration Management process .
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Incident - Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.

ITIL - IT Infrastructure Library. ITIL is an integrated set of best-practice recommendations with common definitions and terminology. ITIL covers areas such as Incident Management, Problem Management, Change Management, Release Management and the Service Desk.

IT Governance - A structure of relationships and processes to direct and control the enterprise in order to achieve the enterprise’s goals by adding value while balancing risk versus return over IT and its processes.

ITSM - Information Technology Service Management It is an approach that combines proven methods such as process management and known industry best practices, in the area of IT Service Management, to enable any organization to deliver quality IT services that satisfy customer business needs and achieve performance targets specified within service level agreements.

IT System - An IT System is a collection of resources and configuration items or assets that are necessary to deliver an IT Service.  An IT System is the complete composite of IT components from various domains which when brought together in a relationship represent a value added technology solution. Examples include local area networks or application systems such as an Enterprise Resource Planning.  In the case of applications, the relevant IT System is not the application as a stand alone element, but rather is the collection of all of the components which together build the complete solution or system (e.g. application software, databases, servers and middleware, etc.).  An IT System is sometimes referred to as a Technology Solution .

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Key Perfomance Indicator (KPI) - Metric that helps an organization to define and measure progress toward organizational goals.

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Response Time -  Response time is measured in terms of how long it will take for a customer service person to respond to a customer complaint or request. Since Expedited Response time requires us to maintain a dedicated staff for the Account, it costs more than the Normal Response Time.
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Server - A computer on the network that provides applications, hardware and / or filestore for use on workstations also connecting to the network.

Service - One or more IT systems which enable a business process.

Service Catalog -

Service Level - A Service Level is described related to a defined IT service, provided with a measured value and supervised in practice by a monitoring system. Thereby statements about the quality of services can be furnished.

Service Level Agreement (SLA) - A SLA is an Agreement between the IT and the customer about a measurable quality of an IT service. The SLA is part of the contract framework which is signed by customer and IT.

Service Level Management (SLM) - The process of defining, agreeing, documenting and managing the levels of customer IT service, that are required and cost justified. SLM also means the on-going review of service achievements to ensure that the required and cost-justifiable service quality is maintained and improved. SLAs provide the basis for managing the relationship between IT and the customer. The Service Level Manager as the process owner is responsible that his firm has organized all aspects of SLM.

Service Offering - The executive-level, service portfolio view of the Service Catalog used by Business Unit executives to understand how IT’s portfolio of service offerings maps to Business Unit needs.

Service Owner -

Service Provider -

Service Request - The employee-centric, request-oriented view of the Service Catalog that is used by End Users to browse and submit requests for IT services.
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Workstation -

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