आईटीआईएल शब्दावली: आपकी आवश्यक संदर्भ मार्गदर्शिका।

ITIL Glossary: Your Essential Reference Guide

ITIL, or Information Technology Infrastructure Library, is a framework designed to standardize the selection, planning, delivery, management, and overall lifecycle of IT services within a business. Understanding the essential ITIL glossary is crucial for effectively handling roles and responsibilities related to ITIL and IT Service Management (ITSM). This article introduces some key ITIL terms and their descriptions to help you become proficient in the field.

Key ITIL Glossary

Let's explore some standard ITIL terms used in ITIL and ITSM:

• 1st Level Support: Involves registering and classifying incidents received and taking necessary actions to improve IT services.
• 2nd Level Support: Requires a deeper understanding of the organization's products and services and significant experience in troubleshooting issues.
• 3rd Level Support: Deals with configuration, database administration, network, data center, and other infrastructure issues that require expertise from programmers, engineers, and other specialists.
• 7-Step Improvement Process: Aims to enhance service processes and reduce costs. The seven steps include identification, determining, processing, collecting, evaluating, presenting, and incorporating improvements.
• Access Management: Provides authorized users access to services while preventing unauthorized access.
• Availability Management: Ensures service delivery meets agreed availability levels to satisfy customer and user needs.
• Business Capacity Management: Seeks to meet business demands through a process-oriented approach.
• Business Continuity Strategy: Part of BCM planning, summarizing preventive, crisis response, and recovery strategies.
• Business Impact and Risk Analysis: Involves quantifying potential losses and identifying risk factors to improve processes.
• Business Relationship Management (BRM): Manages relationships with customers to ensure satisfaction.
• Change Advisory Board (CAB): A team responsible for evaluating and incorporating changes in the IT environment.
• Change Management: Systematically manages transformations in organizational goals, technologies, or processes.
• Change Evaluation: Assesses the effectiveness and impact of implemented changes as part of the change management process.
• Configuration Management Database (CMDB): Contains configuration information about software, hardware, and networks.
• Continual Service Improvement (CSI): Utilizes past successes and failures to identify areas for IT service improvement.
• Demand Management: Manages and fulfills customer demands.
• Design Coordination: Integrates all service design activities, resources, and processes to create effective new service designs.
• Emergency Change: Swiftly implements changes to prevent significant business downtime.
• Event Management: Manages IT infrastructure processes to ensure continuous detection, analysis, and management of Configuration Items and services.
• Financial Management for IT Services: Optimizes IT service costs, considering quality and risk.
• Incident Management: Handles unplanned events or service interruptions to restore original conditions.
• Information Security Management: Protects against potential threats and vulnerabilities to ensure data confidentiality, integrity, and availability.
• IT Service Continuity Management: Ensures continuous delivery of vital services, including recovery during disastrous events.
• IT Service Management (ITSM): Involves activities like implementation, management, and optimization to meet user requirements and business goals.
• Knowledge Management: Involves creating, storing, using, and sharing knowledge within the organization.
• Major Incident Review: Conducted after a major incident to identify the cause, evaluate the resolution strategy, and optimize future handling methods.
• Problem Management: Manages the lifecycle of underlying problems to prevent future occurrences.
• Release and Deployment Management: Regulates the planning, building, testing, and deployment of new software and hardware components in live environments.
• Risk Management: Identifies, assesses, and controls financial, strategic, legal, and security risks to the organization.
• Service Asset and Configuration Management: Maintains Configuration Items and IT assets for efficient service completion.
• Service Catalog Management: Keeps the service catalog of the organization's IT services up-to-date with input from external data owners.
• Service Level Agreement (SLA): A contract between the service provider and customer detailing expected deliveries, evaluation metrics, and a single point of contact for end-user problems.
• Service Level Management: Ensures proper delivery of promised services as per SLAs.
• Service Portfolio Management: Manages the services offered by the provider through defining, analyzing, planning, and controlling them.
• Service Strategy: Determines the types of services to offer customers and develops strategies for effective delivery.
• Service Transition: Manages the transformation and change in services.
• Service Validation and Testing: Evaluates and optimizes new and deployed services.
• Supplier Management: Manages suppliers to improve the impact on customer service.
• Underpinning Contract (UC): A contract between an IT service provider and a third-party vendor, detailing services or goods provided to the service provider.
• Capacity Management: Optimally uses resources to achieve maximum output based on market conditions.
• Change Proposal: A formal document outlining suggested changes to a service, product, system, or process.
• Client (Contract Partner): An individual who purchases IT services from the organization, as defined in the ITIL glossary.
• Compliance Management: Ensures the organization adheres to industry and security standards to minimize the risk of regulatory violations.
• Definitive Media Library (DML): A secure library storing authorized versions of software package configuration items.
• Demand Forecasting: Predicts customer demand for a product or service offered by the organization.
• Disaster Recovery Invocation Guideline: Guidelines that outline a disaster recovery strategy to ensure business continuity during disasters or service failures.
• Event Categorization Scheme: A consistent approach to managing categorized events.
• Facilities Management: Ensures the physical management of IT infrastructure, including functionality, safety, comfort, and efficiency.
• Financial Planning: Describes the required financial resources for a project and allocates resources efficiently.
• Incident Categorization: Involves reviewing, saving, and prioritizing incidents to ensure smooth and efficient resolution.
• IT Operations Management: Tracks and regulates IT services and infrastructure by reviewing daily operations and applications.
• IT Steering Group (ISG): A group of IT and senior business management members who determine IT service strategies, review standards compliance, and set service development priorities.
• Key Performance Indicator (KPI): A metric for managing, measuring, and reporting activities, services, and processes.
• Maintenance Plan/SOP: A plan developed by availability management to define the frequency and scope of preventive maintenance for infrastructure components and critical applications.
• Operational Level Agreement (OLA): An agreement between one part of an organization and an IT service provider concerning the delivery of services or goods and defining responsibilities.
• Performance Monitoring: Tracks the organization's overall technology environment, including endpoint devices, applications, and IT structures.
• Quality Management: Practices for ensuring and managing the quality of IT resources provided and used efficiently within the organization.
• Release Management: Manages the implementation of changes in IT infrastructure, ensuring modifications follow standards and occur securely and effectively.
• Service Desk: The interface between users and service providers, handling incidents, service requests, and customer communication.
• Service Improvement Plan (SIP): An official plan outlining the timeline and procedures for implementing improvements in IT services.
• Service Knowledge Management System (SKMS): A central repository for an IT organization's knowledge, information, and data, including information on initiatives, capabilities, and services.
• Strategic Service Assessment: Evaluates service providers' strengths, weaknesses, and opportunities to gain insights before creating a service strategy.
• Technical Management: Provides expertise and support to manage the IT infrastructure, crucial for testing, designing, managing, and modifying IT services, and developing the skills required to operate them.
• Availability Plan: A formal plan containing information about initiatives to enhance the availability of components or services.
• Capacity Plan: A plan for managing necessary resources to deliver IT services, covering business demands, predictions, and cost options.
• Change Build Phase: Approves intricate planning for changes and releases, evaluating project outcomes against initial plans.
• Customer Satisfaction Surveys: Planning, processing, and evaluating surveys to assess areas where customer expectations are not met, preventing customer attrition.
• Data Security Management: Systematic implementation of security measures within the organization.
• Emergency Change Advisory Board (ECAB): A subset of the Change Advisory Board responsible for decisions on high-impact emergency changes.
• IT Infrastructure Management: Handles the infrastructure of IT organizations, such as networks, hardware, and operating systems, to ensure smooth operations.
• Lifecycle Management: Evaluates the entire lifecycle of an organization's IT services, from inception to retirement, ensuring alignment with business goals, standards, and optimization for better production and outcomes.
• Problem Analysis: Identifies the root cause of incidents impacting IT services for resolution.
• Release Package: Approved modifications or changes within IT components or services.
• Service Delivery: Defines how an organization delivers its IT services to customers.
• Service Report: Involves creating and providing reports on trends and achievements concerning service levels.

When preparing for an interview with top tech companies, it's essential to have a thorough understanding of numerous ITIL terms. Organizations look for candidates with advanced IT knowledge, a solid foundation, and well-developed skills. Reviewing ITIL glossaries, work processes, service management case studies, and the latest technologies in the field can help you stand out in the competitive job market.

Consider joining the ITIL Certification Course by Simplilearn to excel in the ITIL 4 Foundation exam. The course includes:

• Assessments
• Mock tests
• Real-world case studies
• Comprehensive coverage of all relevant IT aspects

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