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THE ITSM ENCYCLOPEDIA

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Introduction

Welcome to The ITSM Encyclopedia. This portal offers definitions and explanations of all the major IT Service Management related terms, phrases, concepts and supporting entities.

This is an ongoing initiative, constantly expanding.

We hope that you will find it to be a useful reference source, both now and in the future.

The following ITSM related terms are currently documented. Click as appropriate for further information:

Free ITIL Papers

ITIL Foundation Exam @ Prometric

ITIL Foundation Exam @ Vue Pearson

ITSM

ITSM Continued...

Service Capability programs

Operational Support and Analysis
Service Offerings and Agreements
Release, Control and Validation
Planning, Protection and Optimization

Original Service Capabilty program names:

Service Operation and Support Management
Service Portfolio & Relationship Management
Service Monitoring and Control
Service Design and Optimization

ITIL Intermediate
ITIL Expert
ITIL Master

ITIL Incident Identification
ITIL Incident Logging
ITIL Incident Categorization
ITIL Incident Initial Diagnosis
ITIL Incident Escalation
ITIL Incident Investigation and Diagnosis
ITIL Incident Resolution and Recovery
ITIL Incident Closure
ITIL and eTom

ITIL Exam at Pearson Vue
ITIL Exam at Prometric

ITIL in India
ITIL Managers Bridge
ITIL Normal Change
ITIL Qualification Statement
ITIL Standard Change
ITSCM
ITSM
ISEB
ISO 9000
ISO 20000
ISO 20000 and ITIL
Ishikawa Diagrams
itSMF
KANO Evaluation MOdel
Kepner Tregoe Analysis
Knowledge Management
Known Error Database
Lines of Service
Management System
Market Based Pricing
Market Spaces
Metrics vs KPIs
OGC
OGC vs IBM
Operations Change Management
Pain Value Analysis
Pareto Analysis
Patterns of Business Activity (PBA)
Performance Potential
Practitioner
PRINCE2
Process
Projected Service Outage (PSO)
Public Domain
Release Unit
Remediation
Request for Change
Resilience
Retired Services
ITIL Roles
Root Cause Analysis
Service Belt
Service Catalog
Service Catalog, Creating
Service Continuity Management
Service Improvement Plan (SIP)
Service Level Agreement Chart
Service Measurement
Service Models
Service Ownership
Service Package
Service Pipeline
Service Portfolio
Service Potential
Service Provider
Service Reporting
Service Request
Service V Model
Seven Rs of Change Management
Simplicity ITIL (r)
SLA and OLA
SqEME
Standard Service
Strategic Assets
Strategic Audit
Suppliers and sub-suppliers
Supplier Performance
Support Services
Technical Management
Underpinning Contracts
User Profiles
Utility
Value Creation
Variable Cost Dynamics (VCD)
Warranty

More coming soon!