Key Concepts itil, information technology infrastructure library
Incident
Unplanned interruption to an IT service or an unplanned reduction in its quality
Work-around
Reducing or eliminating the impact of an incident without resolving it
Problem
Unknown underlying cause of one or more incidents
Service
Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks
Service Level
Measured and reported achievement against one or more service level targets
Service Level Agreement
Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs
Configuration Management System (CMS)
Tools and databases to manage IT service provider’s configuration data
Contains Configuration Management Database (CMDB)
Records hardware, software, documentation and anything else important to IT provision
Release
Collection of hardware, software, documentation, processes or other things require to implement one or more approved changes to IT Services
