Service Management Blog

ITIL 4 Key Terms

2 minute read
Joseph Mathenge, Jon Stevens-Hall

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.

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(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.

ITIL 4 Key Terms

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ITIL 4 Best Practice e-Books

These all-new ITIL e-Books highlight important elements of ITIL 4 best practices so that you can quickly understand key changes and actionable concepts. Download now for free!

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About the author

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 Stevens-Hall

Jon Stevens-Hall is a Principal Product Manager for BMC Helix ITSM. He was a contributing author on several of the ITIL 4 Managing Professional books (“Create Deliver and Support”, and “High Velocity IT”). His work focuses on innovative new tooling for Service Management, and the evolution of ITSM in the DevOps era.