itil v3圖書及術語表-chinese simplified glossary v

基于英文術語表v1.0，2011729日ITIL術語和 ?CrownCopyright2011AshleyHannaStuartRance20075月制作英文術語表，以及AshleyHanna20117 引（趨勢引領）孫漢湃（ （翰緯咨詢）劉颋（翰緯咨詢）黃新峰（翰緯咨詢） ?CrownCopyright2011術語和定FormalagreementthatanITservice,process,planorotherdeliverableiscomplete,accurate,reliableandmeetsitsspecifiedrequirements.Acceptanceisusuallyprecededbychangeevaluationortestingandisoftenrequiredbeforeproceedingtothenextstageofaprojectorprocess.Seealsoserviceacceptancecriteria.(ITILServiceOperation)TheprocessresponsibleforallowinguserstomakeuseofITservices,dataorotherassets.Accessmanagementhelpstoprotecttheity,integrityandavailabilityofassetsbyensuringthatonlyauthorizedusersareabletoaccessormodifythem.Accessmanagementimplementsthepoliciesofinformationsecuritymanagementandissometimesreferredtoasrightsmanagementoridentity它資產的流程。管理保證了用戶才能或修改資產，從而有助于保護資產的性、完整性和可用(ITILServiceStrategy)Arolethatisverysimilartoofthebusinessrelationshipmanager,butincludesmorecommercialaspects.MostcommonlyusedbyTypeIIIserviceproviderswhendealingwithexternalcustomers. identifyingtheactualcostsofdeliveringITservices,comparingthesewithbudgetedcosts,andmanagingvariancefromthebudget. ?CrownCopyright2011(ITILServiceStrategy)Aperiodoftime(usuallyyear)forwhichbudgets,charges,depreciationandotherfinancialcalculationsaremade.Seealsofinancial 參見“財年”O(jiān)fficiallyauthorizedtocarryoutarole.Forexample,accreditedbodymaybeauthorizedtoprovideortoconductactive(ITILServiceOperation)MonitoringofaconfigurationitemoranITservicethatusesautomatedregularcheckstodiscoverthecurrentstatus.Seealsopassive項或Asetofactionsdesignedtoachieveaparticularresult.Activitiesareusuallydefinedaspartofprocessesorplans,andareedinprocedures.agreedservicetime(ITILServiceDesign)Asynonymforservicehours,commonlyusedinformalcalculationsofavailability.Seealsodowntime.參見“中斷時間”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應用服務提供方(ITILServiceDesign)AnexternalserviceproviderthatprovidesITservicesusingapplicationsrunningattheserviceprovider’spremises.Usersaccesstheapplicationsbynetworkconnectionstotheservice?CrownCopyright2011application(ITILServiceDesign)Theactivityresponsibleunderstandingtheresourcerequirementsneededtosupportanewapplication,oramajorchangetoanexistingapplication.ApplicationsizinghelpstoensurethattheITservicecanmeetitsagreedservicelevelsforcapacityandperformance.IT服務能夠達到針對容量和性能約定的服務級別目(ITILServiceDesign)ThestructureofasystemorITservice,includingtherelationshipsofcomponentstoeachotherandtotheenvironmenttheyarein.Architecturealsoincludesthestandardsandguidelinesthatguidethedesignandevolutionofthesystem.(ITILServiceTransition)AconfigurationitemthatmadeupofanumberofotherCIs.Forexample,aserverCImaycontainCIsforCPUs,disks,memoryetc.;anITserviceCImaycontainmanyhardware,softwareandotherCIs.Seealsobuild;componentCI.項；IT服務配置項可以包含硬件、軟件和其它配置項。參見“構建，“組件CI”。Inspectionandysistocheckwhetherastandardorsetofguidelinesisbeingfollowed,thatrecordsareaccurate,orthatefficiencyandeffectivenesssarebeingmet.Seealsoaudit.參見“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）資產的一個或的屬性使得它僅用configurationitem.Examplesarename,location,versionnumberandcost.AttributesofCIsarerecordedinaconfigurationmanagementdatabase(CMDB)andmaintainedaspartofaconfigurationmanagementsystem(CMS).Seealsorelationship;configurationmanagementsystem.據庫(CMDB)中。Formalinspectionandverificationtocheckwhetherastandardorsetofguidelinesisbeingfollowed,thatrecordsareaccurate,orthatefficiencyandeffectivenesssarebeingmet.Anauditmaybecarriedoutbyinternalorexternalgroups.Seealsoassessment;certification.參見“評估,“認證”See?CrownCopyright2011 distribution(ACD)(ITILServiceOperation)Useofinformationtechnologytodirectan ingephonecalltothemostappropriateintheshortestpossibletime.ACDissometimescalledautomatedcalldistribution. 。ACD有時稱為自動分(ITILServiceDesign)AbilityofanITserviceorotherconfigurationitemtoperformitsagreedfunctionwhenrequired.Availabilityisdeterminedbyreliability,Availabilityisusuallycalculatedasapercentage.Thiscalculationisoftenbasedonagreedservicetimeanddowntime.ItisbestpracticetocalculateavailabilityofanITserviceusingmeasurementsofthebusinessIT服務的業(yè)務輸出計算可用性?？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、測量和改進IT服務可用性的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)服務改進）RobertKaplan（哈佛）和DavidNorton博士開發(fā)的管理工具。平衡記分卡能夠將細分為關鍵績效指標。針對KPI的績效用于證明戰(zhàn)?CrownCopyright2011ITILContinualServiceImprovement)(ITILTransition)Asnapshotthatisusedasareferencepoint.Manysnapshotsmaybetakenandrecordedovertimebutonlysomewillbeusedasbaselines.Forexample:AnITSMbaselinecanbeusedasastartingpointtomeasuretheeffectofaserviceimprovementAperformancebaselinecanbeusedtomeasurechangesinperformanceoverthelifetimeofanITAconfigurationbaselinecanbeusedaspartofaback-outplantoenabletheITinfrastructuretoberestoredtoaknownconfigurationifachangeorreleasefails.Seealsoben參見“標桿”(ITILContinualServiceImprovement)(ITILServiceTransition)Abaselinethatisusedtocomparerelateddatasetsaspartofabenarkingexercise.Forexample,arecentsnapshotofaprocesscanbecomparedtoapreviousbaselineofthatprocess,oracurrentbaselinecanbecomparedtoindustrydataorbestpractice.Seealsobenarking;baseline.(ITILContinualServiceImprovement)Theprocessresponsibleforcomparingabenarkwithrelateddatasetssuchasamorerecentsnapshot,industrydataorbestpractice.Thetermisalsousedtomeancreatingaseriesofbenarksovertime,andcomparingtheresultstomeasureprogressorimprovement.ThisprocessisnotdescribedindetailwithinthecoreITIL的基準，比較結果以測量進度或改進。這個流程在?CrownCopyright2011 Practice(BMP)

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

best

Provenactivitiesorprocessesthathavebeensuccessfullyusedbymultipleorganizations.ITILisanexampleofbestpractice.

(ITILServiceStrategy)PartofthechargingBillingistheactivityresponsibleforproducingorabillandrecoveringthemoneyfromcustomers.Seealsopricing.

（ITIL服務

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

Institution(BSI)

TheUKnationalstandardsbody,responsible ormoreinformation.Seealso

參見“ISO”

Alistofallthemoneyanorganizationorbusinessunitplanstoreceive,andplanstopayout,overaspecifiedperiodoftime.Seealsobudgeting;planning.

參見 ?CrownCopyright2011Theactivityofpredictingandcontrollingthespendingmoney.Budgetingconsistsofaperiodicnegotiationcycletosetfuturebudgets(usuallyannual)andtheday-to-daymonitoringandadjustingofcurrentbudgets.numberofconfigurationitemstocreatepartofanITservice.Thetermisalsousedtorefertoareleasethatisauthorizedfordistribution–forexample,serverbuildorlaptopbuild.Seealsoconfigurationbaseline.（ITIL服務轉換）組合許多配置項以創(chuàng)建IT服務的活參見“配置基線”build(ITILServiceTransition)Acontrolledenvironmentwhereapplications,ITservicesandotherbuildsareassembledpriortobeingmovedintoatestorlive(ITILServiceStrategy)Anoverallcorporateentityororganizationformedofanumberofbusinessunits.InthecontextofITSM,thetermincludespublicsectorandnot-for-profitorganizations,aswellascompanies.AnITserviceproviderprovidesITservicestoacustomerwithinabusiness.TheITserviceprovidermaybepartofthesamebusinessasitscustomer(internalserviceprovider),orpartofanotherbusiness(externalservice組織。在ITSM的背景務這個術語包括公共部 供IT服務。IT服務提供方可以與客戶屬于同一家組織 (ITILContinualServiceImprovement)(ITILServiceDesign)InthecontextofITSM,businesscapacitymanagementisthesub-processofcapacitymanagementresponsibleforunderstandingfuturebusinessrequirementsforuseinthecapacityplan.Seealsoservicecapa ?CrownCopyright2011(ITILServiceStrategy)Justificationforasignificantofexpenditure.Thebusinesscaseincludesinformationaboutcosts,benefits,options,issues,risksandpossibleproblems.Seealsocostbenefitysis.business業(yè)務連續(xù)性管理(ITILServiceDesign)Thebusinessprocessresponsibleformanagingrisksthatcouldseriouslyaffectthebusiness.Businesscontinuitymanagementsafeguardstheinterestsofkeystakeholders,reputation,brandandvalue-creatingactivities.Theprocessinvolvesreducingriskstoanacceptablelevelandplanningfortherecoveryofbusinessprocessesshouldadisruptiontothebusinessoccur.Businesscontinuitymanagementsetstheobjectives,scopeandrequirementsforITservicecontinuitymanagement.BCMIT服務連續(xù)性管理設定了目標、范圍和要求。businesscontinuityplan(BCP)業(yè)務連續(xù)性計劃(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)務流程、IT服務等。BIA定義了IT服務的恢復要求。這些要求包括恢復時間目標、恢復點目標和每項IT服務的最低服務級別目標。(ITILServiceStrategy)Theobjectiveofaprocess,orofthebusinessasawhole.Businessobjectivessupportthebusinessvision,provideguidancefortheITstrategy,andareoftensupportedbyITservices.得到IT服務的支持。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“服務臺”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 構的流程改進。CMMI有助于集成傳統(tǒng)上分散的機構職 ?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)服務改進）（ITIL服務設計）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“運營成本”capitalexpenditureSeecapital參見“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服務轉換）對任何可能影響IT服務的事情的增 board(CAB)變更顧問(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服務轉換）列出所有的變更和它們計劃實施

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

（ITIL服務）IT服務。對IT服務是IT服務提供方視為成本中心。參見“流程”，“方針”。

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

參見“成本” 價）和向他 ?CrownCopyright2011

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

（ITIL服務）一個包含新服務，重大變更或者其他重大項目細節(jié)的文件。通常由服務組合管理或者項目管理。這個術語也用來描述需要參見“變更”，“服務”，“項目組合”

(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治理學會（ITGI）發(fā)布。參見 codeofAguidelinepublishedbyapublicbodyorastandardsorganization,suchasISOorBSI.Manystandardsconsistofacodeofpracticeandaspecification.Thecodeofpracticedescribes mendedbestpractice.cold參加“逐步恢復”commercialofftheshelf(COTS)(ITILServiceDesign)Pre-existingapplicationsoftwareormiddlewarethatcanbepurchasedfromathirdparty.?CrownCopyright2011Ensuringthatastandardorsetofguidelinesisorthatproper,consistentaccountingorotherpracticesarebeingemployed.Ageneraltermthatisusedtomeanonepartofsomethingmorecomplex.Forexample,acomputersystemmaybeacomponentofanITservice;anapplicationmaybeacomponentofareleaseunit.Componentsthatneedtobemanagedshouldbeconfigurationitems.IT服務的組件，應用可以是發(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