ITSM: Definitions and Glossary
Definitions
IT Service Management (Source OGC ITIL Version 3)
The implementation and management of Quality IT Services that meet the needs of the business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, Process and Information Technology.
Service Management
Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services.
IT Infrastructure Library – ITIL
A set of best practice guidance for IT Service Management. ITIL is owned by OGC and consists of a service of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them. See the ITIL web site for more information.
Glossary
(Source OGC ITIL Version 3)
ITSM – IT Service Management
An International Standard (ISO 20000) focused on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.
ITIL – Information Technology Infrastructure Library
A best practice framework for the implementation of IT Service Management. Originated from UK Government in the 1980s but is now the defacto international standard and is widely used worldwide, particularly in the US.
SACM – Service Asset and Configuration Management System
A central repository of information relating to all components of the information system i.e. All Assets and the relationships between these Assets. The Service Asset and Configuration Management Systems (SACM) is fundamental to the ITIL Configuration Management System process which is central to successful IT Service Management.
SLO – Service Level Objectives
An objective between customers and their service provider specifying the levels of availability, serviceability, performance, operation, billing, payments and other attributes defining the service objectives.
OLA – Operational Level Agreement
An internal objective describing the responsibilities of each internal support group toward other support groups, including the process and timeframe for the delivery of their services.
itSMF – IT Service Management Forum
The only independent and internationally recognized forum for IT Service Management professionals.
Official ITIL Version 3 Glossary