itil v3圖書(shū)及術(shù)語(yǔ)表-chinese simplified glossary v

基于英文術(shù)語(yǔ)表v1.0，2011729日ITIL術(shù)語(yǔ)和 ?CrownCopyright2011AshleyHannaStuartRance20075月制作英文術(shù)語(yǔ)表，以及AshleyHanna20117 引（趨勢(shì)引領(lǐng)）孫漢湃（ （翰緯咨詢(xún)）劉颋（翰緯咨詢(xún)）黃新峰（翰緯咨詢(xún)） ?CrownCopyright2011術(shù)語(yǔ)和定FormalagreementthatanITservice,process,planorotherdeliverableiscomplete,accurate,reliableandmeetsitsspecifiedrequirements.Acceptanceisusuallyprecededbychangeevaluationortestingandisoftenrequiredbeforeproceedingtothenextstageofaprojectorprocess.Seealsoserviceacceptancecriteria.(ITILServiceOperation)TheprocessresponsibleforallowinguserstomakeuseofITservices,dataorotherassets.Accessmanagementhelpstoprotecttheity,integrityandavailabilityofassetsbyensuringthatonlyauthorizedusersareabletoaccessormodifythem.Accessmanagementimplementsthepoliciesofinformationsecuritymanagementandissometimesreferredtoasrightsmanagementoridentity它資產(chǎn)的流程。管理保證了用戶(hù)才能或修改資產(chǎn)，從而有助于保護(hù)資產(chǎn)的性、完整性和可用(ITILServiceStrategy)Arolethatisverysimilartoofthebusinessrelationshipmanager,butincludesmorecommercialaspects.MostcommonlyusedbyTypeIIIserviceproviderswhendealingwithexternalcustomers. identifyingtheactualcostsofdeliveringITservices,comparingthesewithbudgetedcosts,andmanagingvariancefromthebudget. ?CrownCopyright2011(ITILServiceStrategy)Aperiodoftime(usuallyyear)forwhichbudgets,charges,depreciationandotherfinancialcalculationsaremade.Seealsofinancial 參見(jiàn)“財(cái)年”O(jiān)fficiallyauthorizedtocarryoutarole.Forexample,accreditedbodymaybeauthorizedtoprovideortoconductactive(ITILServiceOperation)MonitoringofaconfigurationitemoranITservicethatusesautomatedregularcheckstodiscoverthecurrentstatus.Seealsopassive項(xiàng)或Asetofactionsdesignedtoachieveaparticularresult.Activitiesareusuallydefinedaspartofprocessesorplans,andareedinprocedures.agreedservicetime(ITILServiceDesign)Asynonymforservicehours,commonlyusedinformalcalculationsofavailability.Seealsodowntime.參見(jiàn)“中斷時(shí)間”Athatdescribesaformalunderstandingbetweentwoormoreparties.Anagreementisnotlegallybinding,unlessitformspartofacontract.Seealsooperationallevelagreement;servicelevel(ITILServiceOperation)Anotificationthatathresholdhasbeenreached,somethinghaschanged,orafailurehasoccurred.Alertsareoftencreatedandmanagedbysystemmanagementtoolsandaremanagedbytheeventmanagementprocess.?CrownCopyright2011ytical(ITILContinualServiceImprovement)(ITILDesign)(ITILServiceStrategy)AtechniquethatusesmathematicalmodelstopredictthebehaviourofITservicesorotherconfigurationitems.yticalmodelsarecommonlyusedincapacitymanagementandavailabilitymanagement.Seealsomodelling;simulationSoftwarethatprovidesfunctionswhicharerequiredanITservice.EachapplicationmaybepartofmorethanoneITservice.Anapplicationrunsononeormoreserversorclients.Seealsoapplicationmanagement;applicationportfolio.(ITILServiceDesign)(ITILServiceOperation)Thefunctionresponsibleformanagingapplicationsthroughouttheirlifecycle.application(ITILServiceDesign)Adatabaseorstructuredusedtomanageapplicationsthroughouttheirlifecycle.Theapplicationportfoliocontainskeyattributesofallapplications.Theapplicationportfolioissometimesimplementedaspartoftheserviceportfolio,oraspartoftheconfigurationmanagementsystem.applicationprovider應(yīng)用服務(wù)提供方(ITILServiceDesign)AnexternalserviceproviderthatprovidesITservicesusingapplicationsrunningattheserviceprovider’spremises.Usersaccesstheapplicationsbynetworkconnectionstotheservice?CrownCopyright2011application(ITILServiceDesign)Theactivityresponsibleunderstandingtheresourcerequirementsneededtosupportanewapplication,oramajorchangetoanexistingapplication.ApplicationsizinghelpstoensurethattheITservicecanmeetitsagreedservicelevelsforcapacityandperformance.IT服務(wù)能夠達(dá)到針對(duì)容量和性能約定的服務(wù)級(jí)別目(ITILServiceDesign)ThestructureofasystemorITservice,includingtherelationshipsofcomponentstoeachotherandtotheenvironmenttheyarein.Architecturealsoincludesthestandardsandguidelinesthatguidethedesignandevolutionofthesystem.(ITILServiceTransition)AconfigurationitemthatmadeupofanumberofotherCIs.Forexample,aserverCImaycontainCIsforCPUs,disks,memoryetc.;anITserviceCImaycontainmanyhardware,softwareandotherCIs.Seealsobuild;componentCI.項(xiàng)；IT服務(wù)配置項(xiàng)可以包含硬件、軟件和其它配置項(xiàng)。參見(jiàn)“構(gòu)建，“組件CI”。Inspectionandysistocheckwhetherastandardorsetofguidelinesisbeingfollowed,thatrecordsareaccurate,orthatefficiencyandeffectivenesssarebeingmet.Seealsoaudit.參見(jiàn)“審核”(ITILServiceStrategy)Anyresourceorcapability.Theassetsofaserviceproviderincludeanythingthatcouldcontributetothedeliveryofaservice.Assetscanbeoneofthefollowingtypes:management,organization,process,knowledge,people,information,applications,infrastructureorfinancialcapital.Seealsocustomerasset;serviceasset;strategicasset.?CrownCopyright2011(ITILServiceTransition)Agenericactivityorprocessresponsiblefortrackingandreportingthevalueandownershipofassetsthroughouttheirlifecycle.Seealsoserviceassetandconfigurationmanagement;fixedassetmanagement;softwareassetmanagement.管理”(ITILServiceTransition)Alistoffixedassetsthatincludestheirownershipandvalue.Seealsofixedasset asset (ITILServiceStrategy)Oneormoreattributesofanassetthatmakeitparticularlyusefulforagivenpurpose.Assetspecificitymaylimittheuseoftheassetforotherpurposes.（ITIL服務(wù)）資產(chǎn)的一個(gè)或的屬性使得它僅用configurationitem.Examplesarename,location,versionnumberandcost.AttributesofCIsarerecordedinaconfigurationmanagementdatabase(CMDB)andmaintainedaspartofaconfigurationmanagementsystem(CMS).Seealsorelationship;configurationmanagementsystem.據(jù)庫(kù)(CMDB)中。Formalinspectionandverificationtocheckwhetherastandardorsetofguidelinesisbeingfollowed,thatrecordsareaccurate,orthatefficiencyandeffectivenesssarebeingmet.Anauditmaybecarriedoutbyinternalorexternalgroups.Seealsoassessment;certification.參見(jiàn)“評(píng)估,“認(rèn)證”See?CrownCopyright2011 distribution(ACD)(ITILServiceOperation)Useofinformationtechnologytodirectan ingephonecalltothemostappropriateintheshortestpossibletime.ACDissometimescalledautomatedcalldistribution. 。ACD有時(shí)稱(chēng)為自動(dòng)分(ITILServiceDesign)AbilityofanITserviceorotherconfigurationitemtoperformitsagreedfunctionwhenrequired.Availabilityisdeterminedbyreliability,Availabilityisusuallycalculatedasapercentage.Thiscalculationisoftenbasedonagreedservicetimeanddowntime.ItisbestpracticetocalculateavailabilityofanITserviceusingmeasurementsofthebusinessIT服務(wù)的業(yè)務(wù)輸出計(jì)算可用性?？捎眯怨芾?ITILServiceDesign)TheprocessresponsibleforensuringthatITservicesmeetthecurrentandfutureavailabilityneedsofthebusinessinacost-effectiveandtimelymanner.Availabilitymanagementdefines,yses,plans,measuresandimprovesallaspectsoftheavailabilityofITservices,andensuresthatallITinfrastructures,processes,tools,rolesetc.areappropriatefortheagreedservicelevelsforavailability.Seealsoavailabilitymanagementinformationsystem.性管理定義、分析、規(guī)劃、測(cè)量和改進(jìn)IT服務(wù)可用性的informationsystem可用性管理信息系(AMIS)(ITILServiceDesign)Asetoftools,dataandinformationthatisusedtosupportavailabilitymanagement.Seealsoserviceknowledgemanagementavailability(ITILServiceDesign)AplantoensurethatexistingfutureavailabilityrequirementsforITservicescanprovidedcost-?CrownCopyright2011(ITILServiceTransition)Anactivitythatrestoresserviceorotherconfigurationitemtoapreviousbaseline.Back-outisusedasaformofremediationwhenachangeorreleaseisnotsuccessful.datatoprotectagainstlossofintegrityoravailabilitythe(ITILContinualServiceImprovement)AmanagementtooldevelopedbyDrsRobertKaplan(HarvardBusinessSchool)andDavidNorton.Abalancedscorecardenablesastrategytobebrokendownintokeyperformanceindicators.PerformanceagainsttheKPIsisusedtodemonstratehowwellthestrategyisbeingachieved.Abalancedscorecardhasfourmajorareas,eachofwhichhasasmallnumberofKPIs.Thesamefourareasareconsideredatdifferentlevelsofdetailthroughouttheorganization.（ITIL持續(xù)服務(wù)改進(jìn)）RobertKaplan（哈佛）和DavidNorton博士開(kāi)發(fā)的管理工具。平衡記分卡能夠?qū)⒓?xì)分為關(guān)鍵績(jī)效指標(biāo)。針對(duì)KPI的績(jī)效用于證明戰(zhàn)?CrownCopyright2011ITILContinualServiceImprovement)(ITILTransition)Asnapshotthatisusedasareferencepoint.Manysnapshotsmaybetakenandrecordedovertimebutonlysomewillbeusedasbaselines.Forexample:AnITSMbaselinecanbeusedasastartingpointtomeasuretheeffectofaserviceimprovementAperformancebaselinecanbeusedtomeasurechangesinperformanceoverthelifetimeofanITAconfigurationbaselinecanbeusedaspartofaback-outplantoenabletheITinfrastructuretoberestoredtoaknownconfigurationifachangeorreleasefails.Seealsoben參見(jiàn)“標(biāo)桿”(ITILContinualServiceImprovement)(ITILServiceTransition)Abaselinethatisusedtocomparerelateddatasetsaspartofabenarkingexercise.Forexample,arecentsnapshotofaprocesscanbecomparedtoapreviousbaselineofthatprocess,oracurrentbaselinecanbecomparedtoindustrydataorbestpractice.Seealsobenarking;baseline.(ITILContinualServiceImprovement)Theprocessresponsibleforcomparingabenarkwithrelateddatasetssuchasamorerecentsnapshot,industrydataorbestpractice.Thetermisalsousedtomeancreatingaseriesofbenarksovertime,andcomparingtheresultstomeasureprogressorimprovement.ThisprocessisnotdescribedindetailwithinthecoreITIL的基準(zhǔn)，比較結(jié)果以測(cè)量進(jìn)度或改進(jìn)。這個(gè)流程在?CrownCopyright2011 Practice(BMP)

TheBestManagementPracticeportfolioisownedbytheCabinetOffice,partofHM ernment.FormerlyownedbyCCTAandthenOGC,theBMPfunctionsmovedtotheCabinetOfficeinJune2010.TheBMPportfolioincludesguidanceonITservicemanagementandproject,programme,risk,portfolioandvaluemanagement.Thereisalsoamanagementmaturitymodelaswellasrelatedglossariesofterms.

best

Provenactivitiesorprocessesthathavebeensuccessfullyusedbymultipleorganizations.ITILisanexampleofbestpractice.

(ITILServiceStrategy)PartofthechargingBillingistheactivityresponsibleforproducingorabillandrecoveringthemoneyfromcustomers.Seealsopricing.

（ITIL服務(wù)

(ITILServiceDesign)(ITILServiceOperation)Atechniquethathelpsateamtogenerateideas.Ideasarenotreviewedduringthebrainstormingsession,butatalaterstage.Brainstormingisoftenusedbyproblemmanagementtoidentifypossiblecauses.

Institution(BSI)

TheUKnationalstandardsbody,responsible ormoreinformation.Seealso

參見(jiàn)“ISO”

Alistofallthemoneyanorganizationorbusinessunitplanstoreceive,andplanstopayout,overaspecifiedperiodoftime.Seealsobudgeting;planning.

參見(jiàn) ?CrownCopyright2011Theactivityofpredictingandcontrollingthespendingmoney.Budgetingconsistsofaperiodicnegotiationcycletosetfuturebudgets(usuallyannual)andtheday-to-daymonitoringandadjustingofcurrentbudgets.numberofconfigurationitemstocreatepartofanITservice.Thetermisalsousedtorefertoareleasethatisauthorizedfordistribution–forexample,serverbuildorlaptopbuild.Seealsoconfigurationbaseline.（ITIL服務(wù)轉(zhuǎn)換）組合許多配置項(xiàng)以創(chuàng)建IT服務(wù)的活參見(jiàn)“配置基線”build(ITILServiceTransition)Acontrolledenvironmentwhereapplications,ITservicesandotherbuildsareassembledpriortobeingmovedintoatestorlive(ITILServiceStrategy)Anoverallcorporateentityororganizationformedofanumberofbusinessunits.InthecontextofITSM,thetermincludespublicsectorandnot-for-profitorganizations,aswellascompanies.AnITserviceproviderprovidesITservicestoacustomerwithinabusiness.TheITserviceprovidermaybepartofthesamebusinessasitscustomer(internalserviceprovider),orpartofanotherbusiness(externalservice組織。在ITSM的背景務(wù)這個(gè)術(shù)語(yǔ)包括公共部 供IT服務(wù)。IT服務(wù)提供方可以與客戶(hù)屬于同一家組織 (ITILContinualServiceImprovement)(ITILServiceDesign)InthecontextofITSM,businesscapacitymanagementisthesub-processofcapacitymanagementresponsibleforunderstandingfuturebusinessrequirementsforuseinthecapacityplan.Seealsoservicecapa ?CrownCopyright2011(ITILServiceStrategy)Justificationforasignificantofexpenditure.Thebusinesscaseincludesinformationaboutcosts,benefits,options,issues,risksandpossibleproblems.Seealsocostbenefitysis.business業(yè)務(wù)連續(xù)性管理(ITILServiceDesign)Thebusinessprocessresponsibleformanagingrisksthatcouldseriouslyaffectthebusiness.Businesscontinuitymanagementsafeguardstheinterestsofkeystakeholders,reputation,brandandvalue-creatingactivities.Theprocessinvolvesreducingriskstoanacceptablelevelandplanningfortherecoveryofbusinessprocessesshouldadisruptiontothebusinessoccur.Businesscontinuitymanagementsetstheobjectives,scopeandrequirementsforITservicecontinuitymanagement.BCMIT服務(wù)連續(xù)性管理設(shè)定了目標(biāo)、范圍和要求。businesscontinuityplan(BCP)業(yè)務(wù)連續(xù)性計(jì)劃(ITILServiceDesign)Aplandefiningthestepsrequiredtorestorebusinessprocessesfollowingadisruption.Theplsoidentifiesthetriggersforpeopletobeinvolved,communicationsetc.ITservicecontinuityplansformasignificantpartofbusinesscontinuityplans.(ITILServiceStrategy)Arecipientofaproductoraservicefromthebusiness.Forexample,ifthebusinessisacarmanufacturer,thenthebusinesscustomerissomeonewhobuysacar.?CrownCopyright2011 ysis(BIA)(ITILServiceStrategy)Businessimpactysisistheactivityinbusinesscontinuitymanagementthatidentifiesvitalbusinessfunctionsandtheirdependencies.Thesedependenciesmayincluders,people,otherbusinessprocesses,ITservicesetc.BusinessimpactysisdefinestherecoveryrequirementsforITservices.Theserequirementsincluderecoverytimeobjectives,recoverypointobjectivesandminimumservicelevelsforeachIT以包括提供方、、其它業(yè)務(wù)流程、IT服務(wù)等。BIA定義了IT服務(wù)的恢復(fù)要求。這些要求包括恢復(fù)時(shí)間目標(biāo)、恢復(fù)點(diǎn)目標(biāo)和每項(xiàng)IT服務(wù)的最低服務(wù)級(jí)別目標(biāo)。(ITILServiceStrategy)Theobjectiveofaprocess,orofthebusinessasawhole.Businessobjectivessupportthebusinessvision,provideguidancefortheITstrategy,andareoftensupportedbyITservices.得到IT服務(wù)的支持。monitoringandmanagementofbusiness(ITILContinualServiceImprovement)AnunderstandingoftheserviceproviderandITservicesfromthepointofviewofthebusiness,andanunderstandingofthebusinessfromthepointofviewoftheserviceprovider.Aprocessthatisownedandcarriedoutbythebusiness.Abusinessprocesscontributestothedeliveryofaproductorservicetoabusinesscustomer.Forexample,aretailermayhaveapurchasingprocessthathelpstodeliverservicestoitsbusinesscustomers.ManybusinessprocessesrelyonITIT服?CrownCopyright2011(ITILServiceStrategy)Theprocessresponsiblemaintainingapositiverelationshipwithcustomers.Businessrelationshipmanagementidentifiescustomerneedsandensuresthattheserviceproviderisabletomeettheseneedswithanappropriatecatalogueofservices.Thisprocesshasstronglinkswithservicelevelmanagement. (ITILServiceStrategy)Aroleresponsibleformaintainingtherelationshipwithoneormorecustomers.Thisroleisoftencombinedwiththeservicelevelmanagerrole. Aservicethatisdeliveredtobusinesscustomersbybusinessunits.Forexample,deliveryoffinancialservicestocustomersofabank,orgoodstothecustomersofaretailstore.SuccessfuldeliveryofbusinessservicesoftendependsononeormoreITservices.AbusinessservicemayconsistalmostentirelyofanITservice–forexample,anonlinebankingserviceoranexternalwebsitewhereproductorderscanbeplacedbybusinesscustomers.Seealsocustomer-facingservice. Themanagementofbusinessservicesdeliveredtobusinesscustomers.Businessservicemanagementisperformedbybusinessunits.(ITILServiceStrategy)Asegmentofthebusinessthathasitsownplans,metrics, eandcosts.Eachbusinessunitownsassetsandusesthesetocreatevalueforcustomersintheformofgoodsandservices.?CrownCopyright2011(ITILServiceOperation)Aephonecalltotheservicedeskfromauser.Acallcouldresultinanincidentoraservicerequestbeinglogged.call(ITILServiceOperation)Anorganizationorbusinessunitthathandleslargenumbersof ingandoutgoingephonecalls.Seealsoservicedesk.參見(jiàn)“服務(wù)臺(tái)”call(ITILServiceOperation)Acategorythatisused ingrequeststoaservicedesk.Commoncalltypesareincident,servicerequestand(ITILServiceStrategy)Theabilityofan,process,application,ITserviceorotherconfigurationitemtocarryoutanactivity.Capabilitiesareintangibleassetsofanorganization.Seealso Capability 能力成熟度模型集improvementapproachdevelopedbytheSoftwareEngineeringInstitute(SEI)ofCarnegieMellonUniversity,US.CMMIprovidesorganizationswiththeessentialelementsofeffectiveprocesses.Itcanbeusedtoguideprocessimprovementacrossaproject,adivisionoranentireorganization.CMMIhelpsintegratetraditionallyseparateorganizationalfunctions,setprocessimprovementgoalsandpriorities,provideguidanceforqualityprocesses,andprovideapointofreferenceforappraisingcurrentprocesses.See iformoreinformation.See 構(gòu)的流程改進(jìn)。CMMI有助于集成傳統(tǒng)上分散的機(jī)構(gòu)職 ?CrownCopyright2011(ITILServiceDesign)TheumthroughputthataconfigurationitemorITservicecandeliver.ForsometypesofCI,capacitymaybethesizeorvolume–forexample,adiskdrive.(ITILContinualServiceImprovement)(ITILServiceDesign)TheprocessresponsibleforensuringthatthecapacityofITservicesandtheITinfrastructureisabletomeetagreedcapacity-andperformance-relatedrequirementsinacost-effectiveandtimelymanner.CapacitymanagementconsidersallresourcesrequiredtodeliveranITservice,andisconcernedwithmeetingboththecurrentandfuturecapacityandperformanceneedsofthebusiness.Capacitymanagementincludesthreesub-processes:businesscapacitymanagement,servicecapacitymanagement,andcomponentcapacitymanagement.Seealsocapacitymanagementinformationsystem.（ITIL持續(xù)服務(wù)改進(jìn)）（ITIL服務(wù)設(shè)計(jì)）IT服要。容informationsystem容量管理信息系統(tǒng)(ITILServiceDesign)Asetoftools,dataandinformationthatisusedtosupportcapacitymanagement.Seealsoserviceknowledgemanagement(ITILServiceDesign)AplanusedtomanagetheresourcesrequiredtodeliverITservices.TheplancontainsdetailsofcurrentandhistoricusageofITservicesandcomponents,andanyissuesthatneedtobeaddressed(includingrelatedimprovementactivities).Theplsocontainsscenariosfordifferentpredictionsofbusinessdemandandcostedoptionstodelivertheagreedservicelevels.(ITILServiceDesign)Theactivitywithincapacitymanagementresponsibleforcreatingacapacityplan.?CrownCopyright2011capital(ITILServiceStrategy)Thepresentcommitmentfundsinordertoreceiveareturninthefutureintheformofadditionalcashinflowsorreducedcash capital(ITILServiceStrategy)Thecostofsomethingthatwill eafinancialasset–forexample,computerequipmentandbuildings.Thevalueoftheassetdepreciatesovermultipleaccountingperiods.Seealsooperationalcost.參見(jiàn)“運(yùn)營(yíng)成本”capitalexpenditureSeecapital參見(jiàn)“資本成本”(ITILServiceStrategy)Identifyingmajorcostascapital,eventhoughnoassetispurchased.Thisisdonetospreadtheimpactofthecostovermultipleaccountingperiods.Themostcommonexampleofthisissoftwaredevelopment,orpurchaseofasoftwarelicence. Anamedgroupofthingsthathavesomethingincommon.Categoriesareusedtogroupsimilarthingstogether.Forexample,costtypesareusedtogroupsimilartypesofcost.Incidentcategoriesareusedtogroupsimilartypesofincident,whileCItypesareusedtogroupsimilartypesofconfigurationitem. toconfirmcompliancetostandard.Certificationincludesaformalauditbyanindependentandaccreditedbody.Thetermisalsousedtomeanawardingatoprovideevidencethatahasachievedaqualification.?CrownCopyright2011(ITILServiceTransition)Theaddition,modificationremovalofanythingthatcouldhaveaneffectonITservices.Thescopeshouldincludechangestoallarchitectures,processes,tools,metricsandation,aswellaschangestoITservices（ITIL服務(wù)轉(zhuǎn)換）對(duì)任何可能影響IT服務(wù)的事情的增 board(CAB)變更顧問(wèn)(ITILServiceTransition)Agroupofpeoplethatsupporttheassessment,prioritization,authorizationandschedulingofchanges.Achangeadvisoryboardisusuallymadeupofrepresentativesfrom:allareaswithintheITserviceprovider;thebusiness;andthirdpartiessuchasrs.(ITILServiceTransition)TheprocessresponsibleforformalassessmentofaneworchangedITservicetoensurethatriskshavebeenmanagedandtohelpdeterminewhethertoauthorizethechange.(ITILServiceTransition)Informationaboutallchangesmadetoaconfigurationitemduringitslife.ChangehistoryconsistsofallthosechangerecordsthatapplytotheCI.(ITILServiceTransition)Theprocessresponsibleforcontrollingthelifecycleofallchanges,enablingbeneficialchangestobemadewithminimumdisruptiontoITservices.?CrownCopyright2011(ITILServiceTransition)Arepeatablewayofwithaparticularcategoryofchange.Achangemodeldefinesspecificagreedstepsthatwillbefollowedforachangeofthiscategory.Changemodelsmaybeverycomplexwithmanystepsthatrequireauthorization(e.g.majorsoftwarerelease)ormaybeverysimplewithnorequirementforauthorization(e.g.passwordreset).Seealsochangeadvisoryboard;standardchange.(ITILServiceStrategy)(ITILServiceTransition)Athatincludesahighleveldescriptionofapotentialserviceintroductionorsignificantchange,alongwithacorrespondingbusinesscaseandanexpectedimplementationschedule.Changeproposalsarenormallycreatedbytheserviceportfoliomanagementprocessandarepassedtochangemanagementforauthorization.Changemanagementwillreviewthepotentialimpactonotherservices,onsharedresources,andontheoverallchangeschedule.Oncethechangeproposalhasbeenauthorized,serviceportfoliomanagementwillchartertheservice. (ITILServiceTransition)Arecordcontainingthedetailsofachange.Eachchangerecordsthelifecycleofasinglechange.Achangerecordiscreatedforeveryrequestforchangethatisreceived,eventhosethataresubsequentlyrejected.Changerecordsshouldreferencetheconfigurationitemsthatareaffectedbythechange.Changerecordsmaybestoredintheconfigurationmanagementsystem,orelsewhereintheserviceknowledgemanagementsystem.Seerequestfor?CrownCopyright2011

(ITILServiceTransition)A thatlistsallauthorizedchangesandtheirplannedimplementationdates,aswellastheestimateddatesoflonger-termchanges.Achangescheduleissometimescalledaforwardscheduleofchange,eventhoughitalsocontainsinformationaboutchangesthathavealreadybeenimplemented.(ITILServiceTransition)Aregular,agreedtimewhenchangesorreleasesmaybeimplementedwithminimalimpactonservices.Changewindowsareusuallyedinservicelevel(ITILServiceStrategy)AdeliverableofanITservicethatisusedincalculatingchargestocustomers(forexample,numberoftransactions,numberofdesktop

（ITIL服務(wù)轉(zhuǎn)換）列出所有的變更和它們計(jì)劃實(shí)施

(ITILServiceStrategy)RequiringpaymentforITservices.ChargingforITservicesisoptional,andmanyorganizationschoosetotreattheirITserviceproviderasacostcentre.Seealsochargingprocess;charging

（ITIL服務(wù)）IT服務(wù)。對(duì)IT服務(wù)是IT服務(wù)提供方視為成本中心。參見(jiàn)“流程”，“方針”。

(ITILServiceStrategy)Apolicyspecifyingtheobjectiveofthechargingprocessandthewayinwhichchargeswillbecalculated.Seealsocost.(ITILServiceStrategy)Theprocessresponsiblefordecidinghowmuchcustomersshouldpay(pricing)andrecoveringmoneyfromthem(billing).ThisprocessisnotdescribedindetailwithinthecoreITILpublications.

參見(jiàn)“成本” 價(jià)）和向他 ?CrownCopyright2011

(ITILServiceStrategy)A thatcontainsdetailsofanewservice,asignificantchangeorothersignificantproject.Chartersaretypicallyauthorizedbyserviceportfoliomanagementorbyaprojectmanagementoffice.Thetermcharterisalsousedtodescribetheactofauthorizingtheworkrequiredtocompletetheservicechangeorproject.Seealsochangeproposal;servicecharter;projectportfolio.

（ITIL服務(wù)）一個(gè)包含新服務(wù)，重大變更或者其他重大項(xiàng)目細(xì)節(jié)的文件。通常由服務(wù)組合管理或者項(xiàng)目管理。這個(gè)術(shù)語(yǔ)也用來(lái)描述需要參見(jiàn)“變更”，“服務(wù)”，“項(xiàng)目組合”

(ITILServiceOperation)Atechniqueusedtohelpidentifypossiblecausesofproblems.Allavailabledataabouttheproblemiscollectedandsortedbydateandtimetoprovideadetailedtimeline.Thiscanmakeitpossibletoidentifywhicheventsmayhavebeentriggeredbyothers.

能是由其它事態(tài)的。CI

(ITILServiceTransition)Acategorythatisusedtoclassifyconfigurationitems.TheCItypeidentifiestherequiredattributesandrelationshipsforaconfigurationrecord.CommonCItypesincludehardware, useretc.

Theactofassigningacategorytosomething.Classificationisusedtoensureconsistentmanagementandreporting.Configurationitems,incidents,problems,changesetc.areusuallyclassified.

?CrownCopyright2011Agenerictermthatmeansacustomer,thebusinessabusinesscustomer.Forexample,clientmanagermaybeusedasasynonymforbusinessrelationshipmanager.Thetermisalsousedtomean:relationshipManager的同義Acomputerthatisuseddirectlybyauser–example,aPC,ahandheldcomputeroraworkThepartofaclientserverapplicationthattheuserdirectlyinterfaceswith–forexample,anclient.(ITILServiceOperation)Thefinalstatusinthelifecycleofanincident,problem,changeetc.Whenthestatusisclosed,nofurtheractionistaken.(ITILServiceOperation)Theactofchangingthestatusofanincident,problem,changeetc.toclosed.(ITILContinualServiceImprovement)ControlOBjectivesforInformationandrelatedTechnology(COBIT)providesguidanceandbestpracticeforthemanagementofITprocesses.COBITispublishedbyISACAinconjunctionwiththeITernanceInstitute(ITGI).See formoreinformation.ISACA聯(lián)合IT治理學(xué)會(huì)（ITGI）發(fā)布。參見(jiàn) codeofAguidelinepublishedbyapublicbodyorastandardsorganization,suchasISOorBSI.Manystandardsconsistofacodeofpracticeandaspecification.Thecodeofpracticedescribes mendedbestpractice.cold參加“逐步恢復(fù)”commercialofftheshelf(COTS)(ITILServiceDesign)Pre-existingapplicationsoftwareormiddlewarethatcanbepurchasedfromathirdparty.?CrownCopyright2011Ensuringthatastandardorsetofguidelinesisorthatproper,consistentaccountingorotherpracticesarebeingemployed.Ageneraltermthatisusedtomeanonepartofsomethingmorecomplex.Forexample,acomputersystemmaybeacomponentofanITservice;anapplicationmaybeacomponentofareleaseunit.Componentsthatneedtobemanagedshouldbeconfigurationitems.IT服務(wù)的組件，應(yīng)用可以是發(fā)布單元的組(ITILContinualServiceImprovement)(ITILServiceDesign)Thesub-processofcapacitymanagementresponsibleforunderstandingthecapacity,utilizationandperformanceofconfigurationitems.Dataiscollected,recordedandysedforuseinthecapacityplan.Seealsobusinesscapacitymanagement;servicecapacitymanagement.組件(ITILServiceTransition)Aconfigurationitemthatispartofanassembly.Forexample,aCPUormemoryCImaybepartofaserverCI.componentfailureimpactysis組件失效影響分析(ITILServiceDesign)AtechniquethathelpstoidentifytheimpactofconfigurationitemfailureonITservicesandthebusiness.AmatrixiscreatedwithITservicesononeaxisandCIsontheother.ThisenablestheidentificationofcriticalCIs(thatcouldcausethefailureofmultipleITservices)andfragileITservices(thathavemultiplesinglepointsoffail