ITIL Glossary

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Access Management: The process of managing [granting or rejecting] access rights to services, i.e. access to fileserver folders, or access for new hires.

Ancillary Response Team (ART): A team that provides escalation coverage for IRT and remote support for tickets created through the Self Service Portal.

Event: An occurrence that significantly influences the management or delivery of IT services.

Event Management: The process of monitoring and addressing events [detectable occurrences] that take place throughout the IT Infrastructure.

Immediate Response Team (IRT): A team responsible for providing immediate remote support through multiple ETSC channels of service engagement, i.e. Call Center.

Incident: An unplanned interruption or reduction of an IT service.

Operating Level Agreement (OLA): Same as Service Level Agreements, but between service providers.

Problem: Typically comprised of one or more incidents.

Request: Request to add, modify, or delete a service.

Service Desk: A Single Point of Contact (SPoC) for technical needs and go between other service providers.

Service Management: The delivery of IT services with a customer centric approach.

Service Portfolio: Describes all the services of a service provider.

Service Catalog: A structured entity that provides all the live IT services (available to consumers).

Service Level Agreement (SLA): The part of a service contract where service delivery elements are defined.

Underpinning Contracts (UC): A contract between an IT Service Provider and a third party [vendor]. UCs are typically included in the overall value of Service Level Agreements to ensure that consumers have a clear expectation of services that could potentially be escalated to a third party.