Incident Management

(Service Operation) The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible.

Incident Record

(Service Operation) A Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident.

Information Security Management System (ISMS)

(Service Design) The framework of Policy, Processes, Standards, Guidelines and tools that ensures an Organisation can achieve its Information Security Management Objectives.

Information Security Policy

(Service Design) The Policy that governs the Organisation’s approach to Information Security Management.

Information Technology (IT)

The use of technology for the storage, communication or processing of information. The technology typically includes computers, telecommunications, Applications and other software. The information may include Business data, voice, images, video, etc. Information Technology is often used to support Business Processes through IT Services.

Infrastructure Service

An IT Service that is not directly used by the Business, but is required by the IT Service Provider so they can provide other IT Services. For example Directory Services, naming services, or communication services.


Synonym for Internal Sourcing.


(Service Design) A security principle that ensures data and Configuration Items are only modified by authorised personnel and Activities. Integrity considers all possible causes of modification, including software and hardware Failure, environmental Events, and human intervention.

Internal Customer

A Customer who works for the same Business as the IT Service Provider.

Internal Service Provider

(Service Strategy) An IT Service Provider which is part of the same Organisation as their Customer. An IT Service Provider may have both Internal Customers and External Customers

Internal Sourcing

(Service Strategy) Using an Internal Service Provider to manage IT Services

International Standards Organisation

See International Organization for Standardization (ISO)

ISO 9000

A generic term that refers to a number of international Standards and Guidelines for Quality Management Systems

ISO 9001

An international Standard for Quality Management Systems.

ISO/IEC 27001

(Service Design) (Continual Service Improvement) ISO Specification for Information Security Management. The corresponding Code of Practice is ISO/IEC 17799.

IT Infrastructure

All of the hardware, software, networks, facilities etc. that are required to Develop, Test, deliver, Monitor, Control or support IT Services. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation.

IT Operations

(Service Operation) Activities carried out by IT Operations Control, including Console Management, Job Scheduling, Backup and Restore, and Print and Output Management.IT Operations is also used as a synonym for Service Operation.

IT Service Continuity Plan

(Service Design) A Plan defining the steps required to Recover one or more IT Services. The Plan will also identify the triggers for Invocation, people to be involved, communications etc. The IT Service Continuity Plan should be part of a Business Continuity Plan.


A set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and consists of a series of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them.

Job Description

A Document which defines the Roles, responsibilities, skills and knowledge required by a particular person. One Job Description can include multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by one person.

Job Scheduling

(Service Operation) Planning and managing the execution of software tasks that are required as part of an IT Service. Job Scheduling is carried out by IT Operations Management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year.

Knowledge Base

(Service Transition) A logical database containing the data used by the Service Knowledge Management System.

Knowledge Management

(Service Transition) The Process responsible for gathering, analysing, storing and sharing knowledge and information within an Organisation. The primary purpose of Knowledge Management is to improve Efficiency by reducing the need to rediscover knowledge.


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.


(Service Transition) Refers to an IT Service or Configuration Item that is being used to deliver Service to a Customer.

Major Incident

(Service Operation) The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.

Managed Services

(Service Strategy) A perspective on IT Services which emphasizes the fact that they are managed. The term Managed Services is also used as a synonym for Outsourced IT Services.

Management System

The framework of Policy, Processes and Functions that ensures an Organisation can achieve its Objectives.

Market Space

(Service Strategy) All opportunities that an IT Service Provider could exploit to meet business needs of Customers. The Market Space identifies the possible IT Services that an IT Service Provider may wish to consider delivering

Maturity Level

A named level in a Maturity model such as the Carnegie Mellon Capability Maturity Model Integration.