Within the ITIL SVS Management Practices, 8 key terms are fundamental in understanding the practices, as well as how they relate with the service value chain activities.
(This article is part of our ITIL 4 Guide. Use the right-hand menu to navigate.)
The ITIL 4 Key Terms are:
|Key Term||Definition||Management Practice|
|Availability||The ability of an IT service or other configuration item to perform its agreed function when required.||Availability management|
|IT asset||Any valuable component that can contribute to the delivery of an IT product or service.||IT asset management|
|Event||Any change of state that has significance for the management of a service or other configuration item.||Monitoring and event management|
|Configuration item (CI)||Any component that needs to be managed in order to deliver an IT service.||Service configuration management|
|Change||The addition, modification, or removal of anything that could have a direct or indirect effect on services.||Change control|
|Incident||An unplanned interruption to a service or reduction in the quality of a service.||Incident management|
|Problem||A cause, or potential cause, of one or more incidents.||Problem management|
|Known error||A problem that has been analyzed but has not been resolved.||Problem management|
Note that these key terms are not restricted to their own management practice of origin, but apply across multiple practices as a result of value streams and value chain activities. There are many other terms used in ITIL which we will come across in future articles.
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