Key Concepts itil, information technology infrastructure library

Key Concepts itil, information technology infrastructure library 


Unplanned interruption to an IT service or an unplanned reduction in its quality


Reducing or eliminating the impact of an incident without resolving it


Unknown underlying cause of one or more incidents


Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks

Service Level

Measured and reported achievement against one or more service level targets

Service Level Agreement

Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs

Configuration Management System (CMS)

Tools and databases to manage IT service provider’s configuration data

Contains Configuration Management Database (CMDB)

Records hardware, software, documentation and anything else important to IT provision


Collection of hardware, software, documentation, processes or other things require to implement one or more approved changes to IT Services