2663 terms covering AIOps, DevOps, MLOps, FinOps, observability and cloud-native operations.
Written by AI. Published under human oversight.
Agile Service Management
An approach that integrates Agile principles into IT Service Management processes, emphasizing flexibility, collaboration, and customer-centric approaches to improve service delivery and responsiveness.
Asset Management
The process of tracking and managing an organization’s IT assets throughout their lifecycle, including hardware, software, and licenses. It assists in financial management and controls resource inventory.
Automated Change Management
Utilizing automation tools to streamline the change management process, reducing manual intervention and increasing accuracy in applying changes to IT services and infrastructure.
Availability Management
A process that ensures IT services are available and function as intended. It involves designing and managing systems to meet agreed-upon levels of availability, thus supporting business continuity.
Business Service Management (BSM)
A holistic approach that aligns IT services and operations with business goals, emphasizing the impact of IT on business processes and outcomes.
Business Service Mapping
The process of mapping IT services to the business processes they support, aiding in understanding service dependencies and ensuring alignment with business objectives.
Change Advisory Board (CAB)
A group of stakeholders responsible for evaluating and approving changes within an IT environment. The CAB ensures that all aspects of a proposed change are considered, including risks and impact.
Change Enablement
Previously known as Change Management, this process aims to ensure that changes to IT services are carried out in a controlled manner, minimizing disruption and risk while maximizing service quality.
Change Enablement Process
A comprehensive framework designed to assess, approve, and implement changes in the IT environment while minimizing risk and disruption. This process emphasizes clear communication and thorough documentation throughout the change lifecycle.
ChatOps for ITSM
ChatOps for ITSM integrates operational workflows and service management actions into collaboration platforms such as Slack or Microsoft Teams. Teams can create tickets, execute workflows, and coordinate incidents directly from chat environments.
Cloud Service Management
The process of managing and delivering IT services through cloud-based platforms, encompassing aspects like provisioning, configuration, monitoring, and compliance in a cloud environment.
Configuration Item (CI)
Any component or service that needs to be managed to deliver IT services. CIs may include hardware, software, documentation, or any other entity that is part of the delivery environment.
Configuration Management Database (CMDB)
A CMDB is a centralized repository that stores information about configuration items (CIs) and their relationships. It supports impact analysis, change management, and incident resolution by providing visibility into IT assets and dependencies.
Continual Improvement Practice
Continual Improvement is the ongoing process of evaluating and enhancing IT services, workflows, and operational performance. It relies on metrics, feedback, and iterative optimization to align services with business objectives.
Continual Improvement Register (CIR)
The Continual Improvement Register is a structured log of improvement opportunities identified across IT services and processes. It helps prioritize initiatives based on business value and feasibility.
Continual Service Improvement (CSI)
A cyclical process focused on identifying opportunities for improving service quality and efficiency throughout the service lifecycle, leveraging feedback and performance metrics to drive enhancements.
Continuous Improvement Model
A structured approach to identifying, assessing, and implementing enhancements in IT services and processes on an ongoing basis. This model encourages a culture of learning and adaptation within IT teams.
Customer Experience Management (CXM)
A holistic approach to managing customer interactions with IT services aimed at enhancing satisfaction and loyalty. CXM relies on data analytics and feedback to create personalized experiences across service touchpoints.
Demand Management
The process of forecasting, analyzing, and influencing user demand for services to ensure efficient use of resources, avoiding excess capacity or resource shortages, and aligning with business needs.
DevOps-Integrated ITSM
DevOps-Integrated ITSM combines traditional service management controls with agile delivery and continuous deployment practices. The approach improves collaboration between operations and development teams while maintaining governance.
Digital Employee Experience (DEX)
DEX measures and improves how employees interact with workplace technology and IT services. It combines endpoint performance, application responsiveness, and user feedback to identify productivity barriers.
Digital Experience Management (DEM)
A capability focused on monitoring and improving end-user interactions with IT services. It leverages performance data and user feedback to enhance service quality.
Digital Service Management
An evolving approach that combines traditional ITSM practices with digital technologies and methodologies, promoting faster and more flexible service delivery in digital environments.
Digital Transformation Framework
A structured approach institutions use to guide their transition into digital operations, encompassing changes in processes, culture, and technology necessary for effective service delivery in today's digital landscape.
Emergency Change
An Emergency Change is a high-priority modification implemented to resolve a major incident or critical vulnerability. It follows an expedited approval and review process.
Enterprise Service Management (ESM)
The extension of IT Service Management principles and practices to other departments in an organization, such as HR, finance, and customer service, to improve operational efficiencies across the enterprise.
Event Management
The process of monitoring events that occur in an IT environment to ensure normal operations and to detect incidents or service-affecting events. It helps in organizing and responding to alerts efficiently.
Experience Level Agreement (XLA)
An Experience Level Agreement focuses on measuring and managing user experience rather than just technical metrics. It incorporates user satisfaction, sentiment, and perceived service quality.
Incident Escalation
The process of moving an incident to a higher-level support team or management when initial resolution attempts are unsuccessful or when severity warrants immediate attention. Escalation procedures ensure timely resolution and appropriate resource allocation.
Incident Life Cycle
The complete series of phases that an incident goes through, from detection and logging to resolution and closure. Managing the incident life cycle effectively is crucial for maintaining service quality and reliability.
Incident Management
The practice aimed at restoring normal service operation as quickly as possible after an incident, minimizing the impact on business operations. It involves logging, categorizing, prioritizing, and resolving incidents.
Incident Management Tooling
Software solutions designed to assist IT teams in logging, tracking, and resolving incidents quickly and efficiently. Effective tooling can improve incident response times and enhance overall service quality.
Incident Prioritization Matrix
A structured model used to determine incident priority based on impact and urgency. It guides response times and escalation paths. Consistent prioritization ensures fair and efficient resource allocation.
Incident Priority Matrix
A decision framework that categorizes incidents based on impact and urgency to determine response and resolution times. The matrix helps service desks allocate resources and manage customer expectations effectively.
Incident Response Plan
A formalized strategy for responding to service disruptions and incidents within IT environments. It outlines role responsibilities, communication protocols, and steps to restore services efficiently.
Integrated Service Management
An approach that connects different ITSM processes and functions into a cohesive framework, ensuring interoperability and alignment across all service management activities.
Integration of ITSM and DevOps
The collaborative approach that merges IT Service Management practices with DevOps principles to enhance service delivery and performance. This integration aims to streamline operations by unifying development and operational teams.
IT Asset Lifecycle Management
The end-to-end management of IT assets from procurement through disposal. It ensures compliance, cost control, and optimal utilization of hardware and software resources. Integration with financial and procurement systems is common.
IT Asset Management (ITAM)
IT Asset Management tracks and manages the lifecycle of hardware and software assets from procurement to disposal. It ensures cost control, compliance, and optimized asset utilization.
IT Financial Management
The discipline of budgeting, accounting, and charging for IT services. It provides cost transparency and supports informed investment decisions.
ITIL 4 Practices
A set of best practices in IT Service Management that focuses on delivering value to customers through a flexible and agile approach. ITIL 4 emphasizes collaboration, continual improvement, and integration with modern methodologies.
ITIL 4 Service Value System (SVS)
A framework that describes how all ITIL components and activities work together to create value. It integrates guiding principles, governance, practices, and continual improvement.
ITIL Framework
The IT Infrastructure Library (ITIL) is a set of best practices and guidelines for IT service management that focuses on aligning IT services with business needs.
ITIL Service Value System (SVS)
The ITIL Service Value System describes how all components and activities of an organization work together to facilitate value creation through IT-enabled services. It includes guiding principles, governance, service value chain, practices, and continual improvement.
IT Operations Control
The execution of operational procedures and activities that keep IT infrastructure and services running smoothly on a day-to-day basis. IT Ops Control includes monitoring, alerting, and routine maintenance.
IT Service Continuity Management
The practice of ensuring that IT services can recover and resume within agreed timeframes after a major disruption. It aligns IT recovery capabilities with business continuity requirements. Testing and risk assessments are core components.
IT Service Continuity Management (ITSCM)
A practice ensuring IT services can recover and resume within agreed timeframes after major disruptions. It aligns IT recovery plans with broader business continuity strategies.
IT Service Continuity Plan (ITSCIP)
A detailed procedure document that outlines how critical IT services will be restored following a major disruption or disaster. The ITSCIP includes recovery priorities, contact information, and restoration procedures.
IT Service Metrics and KPIs
Quantifiable measurements used to track IT service performance against established baselines and targets. Metrics include availability percentages, mean time to repair (MTTR), and customer satisfaction scores.
IT Service Value Stream
The end-to-end sequence of activities and processes that deliver IT services to create business value from conception through retirement. Value stream mapping helps identify inefficiencies and optimization opportunities.
ITSM Automation Platform
A software solution that automates ITSM processes such as ticket routing, approvals, and notifications. It integrates with monitoring, HR, and asset systems to streamline workflows. Automation enhances consistency and scalability.
ITSM Toolchain Integration
The practice of connecting ITSM platforms with DevOps, monitoring, and collaboration tools. It enables seamless workflows and improved data consistency across systems.
ITSM Workflow Orchestration
ITSM Workflow Orchestration coordinates tasks, approvals, and integrations across service management processes. It streamlines complex operational activities by automating dependencies between tools and teams.
Knowledge Base Management
The process of gathering, analyzing, storing, and sharing knowledge within an organization to improve decision-making, problem-resolution, and service delivery. It contributes significantly to efficient IT service operations.
Knowledge-Centered Service (KCS)
Knowledge-Centered Service is a methodology that integrates knowledge creation and maintenance into the incident resolution process. It promotes continuous learning and improves support efficiency.
Knowledge-Centered Support (KCS)
A methodology aimed at improving service efficiency by integrating knowledge management into IT support processes. KCS emphasizes capturing, creating, and reusing knowledge to resolve issues faster.
Knowledge Management
The process of capturing, distributing, and effectively using knowledge in the organization. It helps ensure that information and best practices are readily available to IT staff and end-users.
Known Error Database (KEDB)
A Known Error Database stores documented problems with identified root causes and workarounds. It accelerates incident resolution by enabling service desk teams to quickly apply proven fixes.
Major Incident Management
Major Incident Management provides a specialized process for handling high-impact incidents that significantly disrupt business operations. It involves rapid coordination, executive communication, and expedited resolution efforts.
Operational Level Agreement (OLA)
An OLA is an internal agreement between support teams that underpins service delivery commitments in SLAs. It clarifies responsibilities and performance expectations within the organization.
Performance Monitoring
The continuous process of measuring and analyzing the performance of IT services to ensure they meet specified service level agreements and operational requirements. It helps to identify areas for improvement.
Problem Management
A process that focuses on identifying and managing the root causes of incidents to prevent future occurrences, as well as minimizing the impact of unavoidable incidents. It includes proactive and reactive approaches.
Release and Deployment Management
Release and Deployment Management plans, schedules, and controls the movement of releases to test and production environments. It ensures that new or changed services are delivered with minimal disruption.
Request Fulfillment
The process of managing and fulfilling user requests for services, which includes maintaining records of requests, managing workflows, and ensuring timely processing to enhance user satisfaction.
Request Fulfillment Automation
The use of workflow engines and orchestration tools to automatically process service requests. It reduces manual intervention and accelerates delivery times.
Request Fulfillment Workflow
A Request Fulfillment Workflow defines the step-by-step process for handling standardized service requests. It includes approval chains, task automation, and completion tracking.
Risk Management
The process of identifying, assessing, and mitigating risks that could impact IT services. Effective risk management ensures that potential threats are managed and that service continuity is achieved.
Self-Healing Service Operations
Self-Healing Service Operations use automation and predefined remediation logic to detect and resolve issues without manual intervention. These systems improve uptime by responding to predictable failures in real time.
Self-Service Portal
A Self-Service Portal enables users to submit requests, report incidents, and access knowledge articles without direct service desk interaction. It enhances user experience and reduces support workload.
Service Asset and Configuration Management (SACM)
An integrated process that identifies, controls, records, and verifies IT assets and configurations throughout their lifecycle. SACM combines asset management with configuration management for comprehensive IT resource governance.
Service Availability Management
Service Availability Management ensures that IT services meet agreed availability targets. It involves monitoring uptime, analyzing outages, and implementing resilience strategies.
Service Catalog
A structured collection of all operational services delivered by an organization, detailing available services, service levels, and how to request them. It empowers users by providing transparency around what services are available.
Service Catalog Management
Service Catalog Management ensures that a structured repository of available IT services is maintained and accessible to users. It defines service offerings, request procedures, pricing (if applicable), and service-level commitments.
Service Configuration Management
The process of maintaining accurate information about configuration items and their relationships. It ensures that reliable configuration data is available for decision-making. This practice supports incident, problem, and change activities.
Service Consumption Analytics
Service Consumption Analytics tracks how users interact with IT services, applications, and support channels. Organizations use these insights to optimize service offerings, resource allocation, and user experience.
Service Continuity Management
A comprehensive approach to ensuring services can continue during a crisis or unexpected disruption. It includes defining processes to restore normal service operations as quickly as possible.
Service Design
The process of designing new IT services or changes to existing services, ensuring they meet business requirements and align with service management principles and best practices.
Service Design Package (SDP)
A Service Design Package documents all aspects of an IT service through its lifecycle. It includes architecture, processes, metrics, and support requirements for effective deployment and operation.
Service Desk
A centralized resource designed to facilitate communication between users and the IT organization regarding incidents, service requests, and inquiries. It serves as the single point of contact for users.
Service Desk Virtual Agent
A Service Desk Virtual Agent uses conversational AI to automate common support interactions such as password resets or ticket routing. It enhances self-service capabilities while reducing manual workload for support teams.
Service Governance
A framework of policies, roles, and controls that ensures IT services align with organizational objectives. It defines accountability and oversight mechanisms.
Service Governance Framework
A Service Governance Framework establishes policies, accountability structures, and oversight mechanisms for IT service delivery. It ensures that services comply with regulatory, security, and business requirements.
Service Improvement Plan (SIP)
A documented proposal outlining steps to improve service delivery based on feedback, data analysis, and incident trends. The SIP focuses on measurable outcomes to enhance service quality.
Service Integration and Management (SIAM)
A management methodology that coordinates multiple service providers to deliver integrated IT services. It defines governance, processes, and accountability across vendors.
Service Level Agreement (SLA)
A formal agreement between an IT service provider and a customer that defines the expected service level, including metrics for performance and quality. SLAs are essential for managing service expectations.
Service Level Management
The practice of setting, monitoring, and reporting on service performance against agreed targets. It ensures transparency and accountability in service delivery.
Service Level Management (SLM)
The process of negotiating, monitoring, and reporting on service level agreements (SLAs) to ensure that services meet agreed-upon performance standards. It focuses on maintaining a good relationship between IT and the business.
Service Mapping
Service Mapping identifies relationships between applications, infrastructure components, and business services. Accurate mappings improve impact analysis, troubleshooting, and dependency visibility.
Service Onboarding
The structured process of introducing a new service into the ITSM environment. It includes documentation, support readiness, and integration with existing processes. Effective onboarding reduces early-life failures.
Service Orchestration
The automated coordination of multiple interrelated services to optimize workload performance and resource utilization, often involving the integration of various ITSM processes.
Service Ownership
The accountability assigned to an individual or team for the end-to-end delivery and performance of a specific IT service. Service owners ensure alignment with business expectations and drive improvements. They coordinate across technical and operational teams.
Service Performance Analytics
The collection and analysis of data related to the performance and usage of IT services. This practice aims to identify areas for improvement and inform better decision-making in service delivery.
Service Portfolio Management
Service Portfolio Management oversees the complete lifecycle of all services, including those in development, live operation, and retirement. It ensures alignment with business strategy and investment priorities.
Service Quality Assurance
The practice of systematically monitoring and evaluating IT services to ensure they meet defined quality standards and are continuously improved to fulfill customer expectations.
Service Quality Management
The process of monitoring and improving the quality of IT services delivered to users, ensuring compliance with service level requirements and user satisfaction.
Service Recovery
The process of restoring a failed or degraded IT service back to full operational capability following an incident or outage. Service recovery prioritizes critical services and implements restoration steps in a controlled manner.
Service Reporting
Service Reporting provides stakeholders with regular updates on service performance, SLA compliance, and improvement initiatives. It supports transparency and data-driven decision-making.
Service Request Fulfillment
The process of managing and fulfilling requests from users for service access, information, or assistance. This can include installation, access rights, or minor changes, typically handled through standardized processes.
Service Request Management
Service Request Management handles user-initiated requests such as access provisioning, information inquiries, or standard changes. It focuses on efficiency, automation, and predefined approval workflows.
Service Transition
The phase in the service lifecycle that focuses on the planning and management of moving new or changed services into the live environment, ensuring that they are delivered effectively and efficiently.