Serviceintegration

Accidental Multi-sourcing		Multi-sourcing where the outsourcing has happened organically, without planning
Accountable Service Integrator		The Service Integrator that holds end-to-end accountability for the delivery of services to the SLA of the service portfolio in scope. See also Delegation and Enabling Service Integrator
Activity		A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans, and are documented in Procedures.
Aggrigate service		Service that is assambled from multiple services, whose implementation uses, or consumes, other services as main ressources to provide its agreed outcome. Aggregation differs from composition in that it does not imply ownership. In composition, when the owning object is destroyed, so are the contained objects. In aggregation, this is necessarily true.
Application Service		Application service is a service type that published via the service catalog and underpins one or more business services. Application Service is different than Application. Note: There is not a 1-to-1 relationship between Application and Application Services. Only applications published via the Service Catalog are considered Application Services. (e.g. Database Service)
Architecture		1: A formal description of a system, or a detailed plan of a system at component level, to guide it's implementation (Source: ISO/IEC 42010:2007) 2: The structure of components, their inter-relationships, and the principles and guidelines governing their design and evolution over time.
BAU		Business As Usual - the continuous delivery of IT services
Business		The part of the organization that delivers/sells products and/or services to external actors, supported by IT products and IT services provided by the IT function. Business and IT together form the company or enterprise.
Business Capability		A business capability is a high-level capability that an organization requires to execute its business model or fulfill its mission. A business capability is typically described in the context of people, process, and technology. (e.g. Demand Management, Financial Planning)
Business process		The business activities executed to deliver products or services to external customers. Business processes are supported by and consume IT services to achieve ther objectives.
Business Service		Business service is a service type that is typically made available to business users via the Service Catalog and it directly underpins one or more business capabilities. Business services are typically made available to business users. Business users are able to select the desired offering and service commitment levels via the Service Catalog. (e.g. procurement, shipping and finance)
Business value		In management, business value is an informalterm that includes all forms of value that determine the health and well-being of the enterprise in the long run.
Effectiveness		Effectiveness is the main noun form of the adjective effective, which means â€œadequate to accomplish a purpose; producing the intended or expected result.â€
Efficacy		Efficacy is â€œcapacity for producing a desired result or effect; effectiveness.â€ The adjective form efficacious means â€œcapable of having the desired result or effect.â€
Efficiency		Efficiency is "the state or quality of being efficient, or able to accomplish something with the least waste of time and effort; competency in performance". You can think of efficiency as going a step further: it not only measures how well something does its job, but how quickly and/or cheaply it can do it.
Information system		Information system, an integrated set of components for collecting, storing, and processing data and for providing information, knowledge, and digital products.
IT Services		IT services refers to the application of business and technical expertise to enable organizations in the creation, management and optimization of or access to information and business processes. The IT services market can be segmented by the type of skills that are employed to deliver the service (design, build, run). There are also different categories of service: business process services, application services and infrastructure services. If these services are outsourced, they are referred to as business process outsourcing (BPO), applications outsourcing (AO) and infrastructure outsourcing. Source: Gartner
Near Shore Outsourcing		Outsourcing the operations of the company toan adjacent or nearby country having similar culture and language skills. Near shore outsourcing offers some cost savings over onshore and has the added benefit of proximity for more frequent site visits, while retaining a highly skilled labor pool.
Offering		An offering is a stratification of the service into capability, availability and pricing options. Different levels of performance and features for a given service can be made available.
Offshore Outsourcing		Outsourcing the operations of the company to other companies that are located in a foreign country, and most likely have a different language and culture. Offshore outsourcing offers benefits like higher cost savings and access to highly skilled labor.
Onshore Outsourcing		Outsourcing operations of the company to another company located in the home country or region. Companies can reduce labor costs somewhat and benefit from highly skilled labor with little or no language or cultural barrier, but the cost of such operations is high compared to offshore or near shore locations.
Procedure		A procedure is specified way to carry out an activity or a process A procedure is about how we do something
Process		A process is a set of interrelated or interacting activities which transforms inputs into outputs A process is about what we do
Service		A service is a means of delivering value to consumers. Example: A service typically has 3 aspects: the interaction, the offering, and the service system. (e.g. Training Services)

Service Owner		A role responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio. (source: 2011 ITIL Glossary) The service owner is accountable for the service within the organization regardless of where the technology components or professional capabilities reside. (source: Service Owner â€“ The Missing ITSM Role) The Service Owner has the following responsibilities: Represents the service across the organization Manages the risk of operating the service Designates technical lead and backup Coordinates communication among support staff and systems staff Provides input in service attributes such as performance, availability, security, etc.) Understands the service (components, etc.) Serves as the point of escalation (notification) for major incidents Ensures that any changes to the service under their care follows the current change management work practice Provides input to the Continual Service Improvement process(CSI) Plans for service future Participates in internal service review meetings (within IT) Works with CSI manager and/or service sponsor to identify and prioritize service improvement Participates in external service review meetings (with the business) Is responsible for ensuring that the service entry in the Service Portfolio/Catalog is accurate and is maintained Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service Ensures that performance meets the requirements of SLAs and OLAs Provides reporting and metrics on performance of service
Service Sponsor		Committee, group or executive-level position responsible for providing funding and/or resources to deliver the service and setting the strategic direction of the service. The Service Sponsor has the following responsibilities: Sets the strategic direction of the service Provides funding and/or resources to deliver service Signs off on and accepts delivery of a service Approves service levels, costs, and risks associated with a service
Service Manager		A generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall. (source: 2011 ITIL Glossary) The Service Manager has the following responsibilities: Manages delivery and lifecycle of services for business strategy development Conducts competitive market assessment/benchmarking Analyzes financial and internal customer analysis Manages vendor relations Manages inventory related to the service Oversees internal supplier management Is responsible for cost management
Software as a service (SaaS)		A model for the distribution of software where customers access software over the Internet. In SaaS, a service provider hosts the application at its data center and a customer accesses it via a standard web browser. There are a few major characteristics that apply to most SaaS vendors: Updates are applied automatically without customer intervention The service is purchased on a subscription basis No hardware is required to be installed by the customer SaaS is also known as hosted software or on-demand software.
Service System		A Service System is a collection of business and technical services that are used to deliver a business capability. A Service System can be a combination of business services, technical services, products, applications, processes, workflows and tasks. (e.g. Now Platform + Applications)
Technical Service		Technical services is a service type that is typically available to Service Owners via the Service Catalog and directly underpins one or more business services. Technical services are typically made available to service owners. Service Owners are able to select the desired offering and service commitment levels via the Service Catalog. (e.g. application hosting, data backup and recovery, etc.)
XLA		eXperience Level Agreements. An XLA is an overarching mindset and methodology that is used to redesign human-centric IT services and processes. In essence, it records goals from the perspective of the end user.
Activity		A set of actions designed to achieve a particular result. Activities are usually defined as part of Processes or Plans, and are documented in Procedures.
Agreement		A Document that describes a formal understanding between two or more parties. An Agreement is not legally binding, unless it forms part of a Contract.
Alert		A warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools and are managed by the Event Management Process.
Asset Management		Asset Management is the Process responsible for tracking and reporting the value and ownership of financial Assets throughout their Lifecycle. Asset Management is part of an overall Service Asset and Configuration Management Process.
Baseline		A Benchmark used as a reference point.
Breach		A failure to perform some promised act or obligation.
Category		A named group of things that have something in common. Categories are used to group similar things together. Incident Categories are used to group similar types of Incidents.
Change Request		A formal proposal for a Change to be made. A Request For Change (RFC) includes details of the proposed Change, and may be recorded on paper or electronically
Closed		The final Status in the Lifecycle of an Incident, Problem, Change etc. When the Status is Closed, no further action is taken.
Closure		When a customer or user is satisfied that an Incident or Problem has been resolved.
Configuration Item (CI)		Any Component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Item record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management. CIs are under the control of Change Management. CIs typically include IT Services, systems, hardware, software, but can also include people groups and formal documentation such as contracts, process documentation, and SLAs.
Configuration Item Attribute		A piece of information about a Configuration Item. Examples are Name, Manufacturer, Version number and Operational Status. Attributes of CIs are recorded in the Configuration Management Database (CMDB).
Configuration Management		The Process responsible for maintaining information about Configuration items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. Configuration Management is part of an overall Service Asset and Configuration Management Process.
Configuration Management Database (CMDB)		A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs and each CMDB stores Attributes of CIs and Relationships with other CIs.
Configuration Management System (CMS)		Configuration Management System is a set of tools and Configuration Management databases that are used to manage Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes.
Continual Service Improvement (CSI)		Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness, and Cost Effectiveness.
Customer		A person who requests and usually pays (in one way or another) for the IT services provided.
Detection		A stage in the Incident Lifecycle. Detection results in the Incident becoming known to the Service Provider. Detection can be automatic, or can be the result of a User logging an Incident.
Diagnosis		A stage in the Incident and Problem Lifecycles. The purpose of Diagnosis is to identify a Workaround for an Incident or the Root Cause of a Problem.
Escalation		An activity that obtains additional resources when needed to meet Service level targets or customer expectations.
Functional Escalation		Transferring an Incident, or Service Request to a technical team with a higher level of expertise to assist in troubleshooting and/or resolution.
Hierarchical Escalation		If incidents are of a serious nature (for example Priority1 incidents) IT management must be notified, for informational purposes at least. Hierarchic escalation is also used if the ‘Investigation and Diagnosis' and ‘Resolution and Recovery' steps are taking too long or proving too difficult to resolve and need additional resources.
Impact		A measure of the effect of an Incident, Problem or Change on Business Processes. Impact is often based on how Service Levels will be affected. Impact and Urgency are used to assign Priority.
Incident		An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service.
Incident Management		The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible.
Incident Record		Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident.
Information Technology (IT)		The use of technology for the storage, communication or processing of information. The technology typically includes computers, telecommunications, Applications and other software. The information may include Business data, voice, images, video, etc. Information Technology is often used to support Business Processes through IT Services.
IT Infrastructure		All of the hardware, software, networks, facilities etc. that are required to Develop, Test, deliver, Monitor, Control or support IT Services. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation.
IT Service		A Service provided to one or more Customers by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Processes. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.
Key Performance Indicator (KPI)		A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed.
Known Error		Problem that has a documented Root Cause and a Workaround. Known Errors are created and managed throughout their Lifecycle by Problem Management.
Known Error Record		A Record containing the details of a Known Error. Each Known Error Record documents the Lifecycle of a Known Error, including the Status, Root Cause and Workaround.
Major Incident		The highest category of impact for an incident. A Major Incident results in significant disruption to the business.
Metrics		Metrics are measures of quantitative assessmentcommonly used for assessing, comparing, and tracking performance or production
Priority		The value given to an Incident to indicate its relative importance in order to ensure the appropriate allocation of resources and to determine the timeframe within which that action is required. Priority is based upon a coherent and up-to-date understanding of the business impact and urgency.
Problem		The unknown underlying root cause of one or more incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for determining the root cause.
Problem Management		The Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented.
Procedure		A Document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes.
Process		A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Standards, Guidelines, Activities, and Work Instructions if they are needed.
Process Manager		A Role responsible for Operational management of a Process. The Process Manager's responsibilities include Planning and co-ordination of all Activities required to carry out, monitor and report on the Process.
Process Owner		A Role responsible for ensuring that a Process is Fit for Purpose. The Process Owner's responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its Metrics.
Record		A Document containing the results or other output from a Process or Activity. Records are evidence of the fact that an Activity took place and may be paper or electronic. For example, an Incident Record.
Recovery		Returning an IT Service to a working state.
Requirement		A formal statement of what is needed. For example a Service Level Requirement
Resolution		Action taken to repair the Root Cause of an Incident or Problem, or to implement a Workaround.
Response Time		A measure of the time taken to complete an Operation or Transaction.
Restoration of Service		Returning of an IT Service to the Users after Repair and Recovery from an Incident. This is the primary Objective of Incident Management.
Role		A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Problem Manager and Incident Manager may be carried out by a single person.
Scope		The boundary, or extent, to which a Process, Procedure, Certification, Contract etc. applies.
Service Desk		The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
Service Request		A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
Service Owner		A Role which is accountable for the delivery of a specific IT Service.
Service Manager		A manager who is responsible for managing the end-to-end Lifecycle of one or more IT Services. The term Service Manager is also used to mean any manager within the IT Service Provider.
Service Level		Measured and reported achievement against one or more Service Level Targets. The term Service Level is sometimes used informally to mean Service Level Target.
Service Level Agreement (SLA)		An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
Service Level Management (SLM)		The Process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and reports on Service Levels, and holds regular Customer reviews.
Single Point of Contact		Providing a single consistent way to communicate with an Organization or Business Unit. For example, a Single Point of Contact for an IT Service Provider is usually called a Service Desk.
Support Group		A group of people with technical skills. Support Groups provide the Technical Support needed by all of the IT Service Management Processes.
Tier 0 Support		Tier-0 IT Support level, also called as Level-0 IT support, is usually the automated machine interactive support level. There is little or no scope for immediate human interaction when receiving support.
Tier 1 Support		The first level in a hierarchy of Support Groups involved in the resolution of Incidents and Service Requests. The first level is the single point of contact for the Users. e.g. Service Desk.
Tier 2 Support		The second level in a hierarchy of Support Groups involved in the resolution of Incidents, Service Requests and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources. e.g. Desktop Support, Technical Operations etc.
Tier 3 Support		The third level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources. e.g. Architecture
Tier 4 Support		The forth in a hierarchy of Support Groups usually refers to outside support teams who provide support to the services that are not directly supported by the organization. This support level works by following the principles of ITIL Supplier Management process.
Trend Analysis		Analysis of data to identify time related patterns.
Urgency		A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. For example a high Impact Incident may have low Urgency, if the Impact will not affect the Business until the end of the financial year. Impact and Urgency are used to assign Priority.
User		Those who utilize the IT services on a daily basis. Their jobs depend on and are supported by IT services, and they associated with the Service Support processes.
VIP		A high ranking executive or personnel.
Workaround		Reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available.
		MSI (Multi Sourcing Integration) MSSI (Multi Sourcing Service Integration) MPM (Multi Provider Management) SMI (Service Management Integration) SI (Service Integration) SMAI (Service Management and Integration) SI&M (Service Integration & Management) DSIAM (Digital SIAM / Digital Service Integration and Management)
Internal IT service		Delivered by a company’s own, in-house employees. Benefits: Employees are on-site and are as familiar as possible with the workings of the organization. Drawbacks: Far more costly and accessing a broad range of IT expertise difficult.
Break-fix IT service		Companies pay a provider for IT services when systems experience issues. The provider fixes problems and bills for service at an hourly rate. Benefits: Companies don’t pay for anything if there are no issues. Drawbacks: Less predictable and more costly over time. Break-fix is reactive with little to no strategy involved in planning. Issues rarely addressed at a root-level.
Managed IT service		Third parties provide comprehensive and proactive management of a business’ technology. Strategic and support services are delivered on an ongoing basis. Benefits: Cost-efficiency, predictability, and access to strategy. Price often far lower than an internal hire. Allow organizations to proactively address technology via a team of experts. Drawbacks: Rarely includes a constant physical presence. Major work with requirements and conditions before signing contracts.
Supplemental IT service		Service delivered by a third-party to augment internal support. Typically to fill in gaps in expertise or augment existing capabilities. Benefits: Can provide the best of both internal service and outsourced service. Internals able to function in their sweet spots. Needed capabilities can be supplemented by the provider. Drawbacks: Method often entails the highest total cost, since it involves both internal and outsourced service.
Internal Service Integrator (ISI)		Where the internal IT function takes the role of service integrator across service providers.
External Service Integrator (ESI)		Where an external service provider is solely focused on performing “SIAM-as-a-Service”, i.e. they provide the integration service but do not provide any tower services.
External Tower Service Integrator (ETSI)		Where an external service provider performs “SIAM-as-a-Service” but also delivers one or more tower services to the customer.
Service flux		A state of constant change or fluctuation within a service or system.