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IRR Internal Rate of Return
A technique used to help make decisions about Capital Expenditure.
IRR calculates a figure that allows two or more alternative investments to be compared. A larger IRR indicates a better investment.
ISEB Information Systems Examination Board of the British Computer Society
ISG IT Steering Group
A formal group that is responsible for ensuring that Business and IT Service Provider Strategies and Plans are closely aligned.
ISM Information Security Management
The Process that ensures the Confidentiality, Integrity and Availability of an Organisation's Assets, information, data and IT Services.
ISO International Organization for Standardization
ISO 9000 A generic term that refers to a number of international Standards and Guidelines for Quality Management Systems.
ISO/IEC 17799 ISO Code of Practice for Information Security Management.
ISO/IEC 20000 The standard specifies a set of inter-related management processes, and is based upon the ITIL framework.
ISO/IEC 27001 ISO Specification for Information Security Management. The corresponding Code of Practice is ISO/IEC 17799.
ISP Internet Service Provider
An External Service Provider that provides access to the Internet. Most ISPs also provide other IT Services such as web hosting.
ITIL IT Infrastructure Library
ITIL is best practice in IT Service Management.
ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.
ITIL V2 books There are eight core titles in ITIL V2:
(1) Service Support; (2) Service Delivery; (3) Planning to Implement Service Management; (4) Application Management;
(5) ICT Infrastructure Management; (6) Security Management; (7) Software Asset Management; (8) The Business Perspective: The IS View on Delivering Services to the Business.
ITSCM IT Service Continuity Management
The Process responsible for managing Risks that could seriously impact IT Services.
ITSM IT Service Management
The implementation and management of Quality IT Services that meet the needs of the Business.
IVR Interactive Voice Response
A form of Automatic Call Distribution that accepts User input, such as key presses and spoken commands, to identify the correct destination for incoming Calls.
Improvement Continual Service Improvement looks at the Service Management Lifecycle.
It identifies opportunities for improvements in the efficiency, effectiveness of the processes and optimisation of the costs associated with service provision.
Incident Management The Incident Management Process; First line incident support; Business Application Support; Designing the incident management process; Coding systems and use of scripts; Incident record content; Escalation.
Ishikawa Diagram A technique that helps a team to identify all the possible causes of a Problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.
itSMF IT Service Management Forum
The itSMF and its membership contribute to the development of ITIL and associated IT Service Management Standards.

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