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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.

BMC Helix: Next Generation ITSM

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.

ITIL 4 Key Terms

BMC Helix: Next Generation ITSM

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to enable best-practice ITSM principles, helping you to provide intelligent and predictive service management across any environment. Learn more about BMC Helix ITSM

  • Optimized for ITIL® 4
  • Predictive service management through auto-classification, assignment, and routing of incidents
  • Integrations with leading agile DevOps tools such as Jira
  • Delivered in containers to enable operational and cloud deployment efficiencies

ITIL® is a registered trade mark of AXELOS Limited. IT Infrastructure Library® is a registered trade mark of AXELOS Limited.

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Last updated: 05/09/2019

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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About the author

Joseph Mathenge

Joseph Mathenge

Joseph is a global best practice trainer and consultant with over 14 years corporate experience. His passion is partnering with organizations around the world through training, development, adaptation, streamlining and benchmarking their strategic and operational policies and processes in line with best practice frameworks and international standards. His specialties are IT Service Management, Business Process Reengineering, Cyber Resilience and Project Management.

About the author

Jon Hall

Jon Hall

Jon is a Lead Product Manager in the BMC Remedy ITSM Product Management team at BMC Software, focused particularly on the evolving toolset marketplace and innovative new solutions for service. He has 18 years of experience in ITSM.