Terminologies used in ITIL

We have already discussed abbreviations, now we will talk about most commonly used terminologies in ITIL.

S.N.	ITIL Terminologies
1.	ITIL Information Technology Infrastructure Library is a framework of best practices used in Information Technology service management, it help organization to delivery services to thier customers to meet thier objectives with estimated cost, time and quality.
2.	Service Service is a desired outcome by customer, which he pays for to service provider in exchange of value created to attain desired outcome by delivery of value.
3.	Service LevelService level is a measurement of service offerings to customer against service level targets.
4.	Service Level AgreementSLA is contract between service provider and customer, which describe conditions of meeting Service level adherence, mutual consent and ownership of service provider.
5.	Service Strategy Service strategy is a management tool which helps to analyse, plan, design, develop, test and implement services, it is core of ITIL and other frameworks of service lifecycles which help improve organization capabilities and strategies.
6.	Service Model Service model is a detailed presentation of service and its aligned supporting elements which helps to deliver offered service.
7.	Service Portfolio Service portfolio is a indepth details and powerful presentation of all type of services offered by service provider.
8.	Service Catalogue Service Catalog is a detail description of specific service details to specific customer by service provider.
9.	Customer Portfolio Customer portfolio is a records of all customers with details maintained by service provider.
10.	Demand Management Demand management is a important process of service strategy, it is very useful in understanding customer needs, value desired by customers in order to fulfill offered service.
11.	Pattern of Business Activity Pattern of business activity PBA is a business process of analysis which help to understand pattern of customer demands to enhance upon and to be future ready to offer better services by following the patterns of customers and arising business needs.
12.	Service DesignAnother important core process of ITIL which followed service strategy, offer blueprints to develop and implement new service and improvise upon existing service.
13.	Operational Level Agreement (OLA) Operation level agreement OLA is a agreed process collaboration among different functions of organization to deliver service to customer.
14.	Service Level Report It gives insight into a service provider’s ability to deliver the agreed service quality.
15.	Service Level Requirements Service Level Requirements is a documented details of required initiatives to be taken by organization to achieve service level targets in a way to deliver value desired by the customer.
16.	Service Asset Service Assets are organizational resources and abilities to generate service delivery to the customer.
17.	Configuration Item Configuration item CI is a part of service assets such as servers, networks, applications and other IT tools which have direct impact on genration of service to the customer.
18.	Service Assets and Configuration Management (SACM) SACM is a management of upto date database to maintain details of Service assets including CIs which can be utilized to generate multiple services.
20.	Change Change is modification of currently offered service.
21.	Event Event is occurrence of detectable action that has significance impact on the delivery of IT service. Events can be generated by Configuration Item (CI) or auto events could be monitored through the monitoring tools.
22.	Incident Incident is an identified as any disruption in IT service. Incident could be managed by incident manager or service desk team as per reported occurrence of event.
23.	Service Request Whenever incident or event takes place by demand of customers and the reference to it is a service request.
24.	Problem Problem is a unknown error which does not have existing solution to it and occurred in one or more incident.
25.	Known Errori Know error is a reported  problem from previously solved incident and for which organization established a known solution. Such incident resolution gets stored in Known Error Data Base KEDB.