2 ITIL® Foundation Glossary terms and definitions
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Glossary terms and definitions
Term Definition
acceptance criteria
A list of minimum requirements that a service or service
component must meet for it to be acceptable to key
stakeholders.
Agile
An umbrella term for a collection of frameworks and techniques
that together enable teams and individuals to work in a way that
is typified by collaboration, prioritization, iterative and
incremental delivery, and timeboxing. There are several specific
methods (or frameworks) that are classed as Agile, such as Scrum,
Lean, and Kanban.
architecture management
practice
The practice of providing an understanding of all the different
elements that make up an organization and how those elements
relate to one another.
asset register
A database or list of assets, capturing key attributes such as
ownership and financial value.
availability
The ability of an IT service or other configuration item to perform
its agreed function when required.
availability management
practice
The practice of ensuring that services deliver agreed levels of
availability to meet the needs of customers and users.
baseline
A report or metric that serves as a starting point against which
progress or change can be assessed.
best practice
A way of working that has been proven to be successful by
multiple organizations.
big data
The use of very large volumes of structured and unstructured data
from a variety of sources to gain new insights.
business analysis practice
The practice of analysing a business or some element of a
business, defining its needs and recommending solutions to
address these needs and/or solve a business problem, and create
value for stakeholders.
business case
A justification for expenditure of organizational resources,
providing information about costs, benefits, options, risks, and
issues.
business impact analysis (BIA)
A key activity in the practice of service continuity management
that identifies vital business functions and their dependencies.
business relationship manager
(BRM)
A role responsible for maintaining good relationships with one or
more customers.
call
An interaction (e.g. a telephone call) with the service desk. A call
could result in an incident or a service request being logged.
call/contact centre
An organization or business unit that handles large numbers of
incoming and outgoing calls and other interactions.
capability
The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
capacity and performance
management practice
The practice of ensuring that services achieve agreed and
expected performance levels, satisfying current and future
demand in a cost-effective way.
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