itsm documents according to itil® 2011 - prozesse des service managements nach itil ... 2011...

ITSM Documents according to ITIL® V3 (2011)

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© Dipl.-Ing. Walter Abel Management Consulting, Headquarter: Karl Czerny - Gasse 2/2/32, 1200 Vienna, (: +43 (1) 92912 65, *: [email protected], Web: www.walter-abel.at

ITSM Documents according to

ITIL® 2011

http://www.itsmprocesses.com

mailto:[email protected]

http://www.walter-abel.at




This glossary of ITSM documents is based upon the well known ITIL® 2011 Process Library fromDipl.-Ing. Walter Abel Management Consulting. This ebook series describes the processes of ITService Management in the leading process management tool Signavio Process Editor notated inBPMN 2.0. The content results from the experience of nearly 20 years of practice in successfulimplementing ITSM projects.

The necessary ITSM processes of the ITIL® 2011 you may find

• as immediately implementable process manuals via www.itsmprocesses.com• as editable process management solution adoptable to the requirements of your company via

http://bit.ly/sjRppq

And now i wish you fruitfully and interesting reading!

Yours

Dipl.-Ing. Walter Abel

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1 The novelties within ITIL® V3 revision 2011

Since the publication of the ITIL® V3 more than 500 improvement proposals (changes andcompletion) for the roles, processes and interfaces have been provided from the users and thetraining organizations as well. This has been major input for the description of the IT service lifecycle. Requirements from the Sarbanes - Oxley Act (SOX) have been added thus providingimproved transparency of the processes. Outsourcing and cloud strategies have been requiringenhanced security management with tightened control and documentation duties.

Roles, interfaces, inputs and outputs have been harmonized within the five publications, errors andinconsistencies in text and graphics have been removed. Hence the edition 2011 is more easy toread, control, translate, implement and communicate.

The ITIL® 2011 edition is available in English printing since the end of july 2011. A Germantranslation is available since april 2013.

The changes in detail

ServiceStrategy

Main issue of the update was an increased comprehensibility of this ITIL® discipline.New processes have been added:

• Strategy Management for IT Services (Development and maintenance of theIT service strategy, harmonization with the business strategy)

• Business Relationship Management• Demand Management

The process Financial Management has been enhanced.

ServiceDesign

Main issue is the clarification of the integration into Service Strategy to ensure thestrategic and customer oriented requirements. This is represented within theprocesses and management activities in the Service Design by the new process ofDesign Coordination. Another important improvement of the comprehensibilityregards the 5 aspects of service quality

• Design of tools for service management• Service portfolio and service catalogue• Architecture for services and tools of service management• Processes• Measurements (performance indicators and methods of measurement).






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ServiceTransition

The structure, content and relations of the Configuration Management System(CMS) and the Service Knowledge Management System (SKMS) have beendescribed in more detail. New is the Change Proposal and ist usage. The scope ofthe evaluation process, now renamed to Change Evaluation, has been enhanced.The asset management is now enhanced within Service Asset und ConfigurationManagement. The processes

• Change Management• Change Evaluation• Release and Deployment Management

are integrated in more detail.

ServiceOperation

Most of the processes have been actualized and complemented, especially• Event Management (especially rules and methods for automated caption

and analysis)• Problem Management (especially proactive Problem Management)• Access Management• Request Fulfillment (request modells).

Application Management has been distinguished better from ApplicationDevelopment and the correlation has been explained. Further clarifications havebeen introduced with the techniques of problem analysis, procedures for IncidentMatching and escalation of incidents to Problem Management. Furthermore thedescription of the management of physical infrastructure (Facility Management)has been broadened.

ContinualServiceImprovement

A special focus was given to the documentation of the interfaces of ContinualService Improvement to the other life cycle phases. The 7 step improvementprocess

• what has to be measured• what can be measured• measurement process• preparation of data• analysis of data• presentation• deduction of corrective actions

and its relation to the Deming Cycle and the Knowledge Management has beenclarified. The CSI Model has been renamed to CSI Approach, the CSI Register ascontainer for all details of all improvement initiatives within the organization hasbeen introduced.






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The impacts

All previous ITIL® V3 certifications remain valid as the introduced modifications have no greaterimpact to the basic concepts of the service life cycle.

Based upon the edition 2011 minor adjustments to the training contents and certification tests havebeen introduced.






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2 Glossary

Actual CostsActual Costs are period related expenses of the (part of the) organization or a project.

Availability Improvement PlanThe Availability Improvement Plan all planning relevant information for the improvement of theavailability of the IT services• initial situation to be improved• planned activities• planned new respective modified guidelines.

Availability Management ReportThe Availability Management Report informs the other ITSM functions about the availability of ITServices and IT Infrastructure.

Availability PlanThe Availability Plan contains information about active and planned activities for adaption of theavailability of the IT Services and IT Infrastructure to the requirements of all fields of IT ServiceManagement and the IT Service Consumers under economic aspects.

Budget RequirementThe Budget Requirement describes the budget period related prognosis of expected costs and revenuesof the requiring business unit respective project.

Business Continuity StrategyThe Business Continuity Strategy describes the arrangements for the retention respective fastestpossible re-establishment of business critical processes of the company in case of disaster. It is part ofthe company strategy and provides important input for the IT service continuity strategy.

Capacity Management ReportThe Capacity Management Report contains all relevant information about usage and performance of theIT Services and IT Infrastructure.

Capacity PlanThe Capacity Plan contains the prognosis of the future Capacity Demand per IT Service and evaluatedpossible activities to provide these required Capacities.

Capacity ForecastThe Capacity Forecast contains the anticipated capacity demand per IT Service based on Service LevelAgreements and demand trends.






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Change Evaluation ReportThe Change Evaluation Report documents the results of the different steps of Change Evaluation:• prior to planning• prior to realization• prior to rollout• after rollout.

Change InformationThe Change Information contains all information worth knowing about planned and ongoing Changes,especially Planned Service Outages provided for the other ITSM Disciplines and the IT ServiceConsumers.

Change Management GuidelineThe Change Management Guideline (Change Policy) contains the rules for intake, evaluation,prioritization and approval of Changes (Change Release Hierarchy) either by the Change Manager orthe Change Advisory Board (CAB), the handling of Emergency Changes by the Emergency ChangeAdvisory Board (EACB) and the validation and documentation of Changes during Post ImplementationReviews (PIR). Additionally the rules for extensive Changes that have to pass the processes of ChangeEvaluation are documented here.

Change Management ReportThe Change Management Report informs all IT Service Management Disciplines about the status ofactual and planned changes and the results of the post implementation reviews and the derivedimprovement and optimization proposals.

Change ModelChange Models define the content and the procedure for Standard Changes. These are pre-approvedChanges with low risk.

Change RecordThe Change Record is based upon the Request for Change and documents the complete life cycle of aChange.

Change Release HierarchyThe Change Release Hierarchy defines who is entitled to release (approve) a submitted Changedepending on its criticality (risks). The Change Release Hierarchy is part of the Change ManagementGuideline.

Change ScheduleThe Change Schedule (Forward Schedule of Changes) contains the planning of all approved Changesincluding their accompanying information and dependencies.

Configuration ItemConfiguration Items are the operating resources of the IT services in general. They are maintainedwithin the Configuration Management Database (CMDB), which itself is a core component of theConfiguration Management System.






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Configuration Management Audit ProtocolThe report of the audit of the Configuration Management System (Configuration Management AuditProtocol) informs about the results of the Configuration Management Audits including• detected differences between the Configuration Item Records and installed Configuration Items• evaluation of the usefulness of the structure of the Configuration Management System• actuality and completeness of the Definitive Media Library.

Configuration Management GuidelineThe Configuration Management Guideline defines who is entitled to change the structure and thecontent of the Configuration Management System.

Criticality Status from Business PerspectiveThe Criticality Status from Business Perspective describes the relevance of proper function of• IT Services• IT Infrastructure Services• IT Infrastructurefrom the view of importance for the company business. The means for that purpose is the ServiceLandscape.

Criticality Status from IT PerspectiveThe Criticality Status from IT Perspective describes the relevance of proper function of• IT Services• IT Infrastructure Services• IT Infrastructurefrom the view of recognized threats and weaknesses of the IT Infrastructure.

CSI RegisterThe Continual Service Improvement Register (CSI Register) is the basis for all potentials and initiativesfor the improvement of the service quality over the service life cycle. In the cyclic CSI Register allactivities to improve the service quality are documented.

Customer PortfolioThe Customer Portfolio contains information about all customers of the IT Service Provider over thecustomer's lifecycle from the Business Relationship Management's perspective (comparable to CRM).

Definitive Media LibraryThe Definitive Media Library is the infrastructure (locations and storage equipment there) where thelatest versions of released Software Configuration Items are stored in a protected environment. Thisalso includes software licenses and documentations. Asset and Configuration management isresponsible for the Definitive Media Library while the content is maintained by Change and ReleaseManagement. It is documented in the Configuration Management System.






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Delivery DocumentsThe Delivery Documents contain product documentations, installation instructions, aso. besides thedelivery note as specified within the purchase order.

Demand PrognosisThe Demand Prognosis provides a forecast of the future demand for IT Services based upon the ITService Strategy, requests from the IT Service Consumers and historic consumption trends.

Design Recommendation for High AvailabilityThe Design Recommendations for High Availability define inputs for procedures and designcharacteristics for the Service Design required for high availability of the IT Services and ITInfrastructure.

Desired Service OutcomeThe Desired Service Outcome desribes the expected results of an IT Services with the words of thecustomer. Based upon this information detailed documents describing the requirements exactly intechnical terms of the Service Provider are created.

Disaster GuidelineThe Disaster Guideline contains procedures for the handling of disaster situations:• call-up plans• emergency procedures• preventive procedures• aso.

Disaster Pratice ReportThe Disaster Practice Report documents the planning for, the execution and the results of DisasterPratices and containes proposals for detected improvement potentials of the Contingency Planning.

EmergencyAn Emergency is a complex breakdown of IT Systems and / or IT Services, e.g.:• complete breakdown of one or more IT Systems• blackout of a subsidary caused by damage or ruin of IT Infrastructure• disaster situations.

Emergency ProcedureEmergency Procedures define all activities for the fastest possible restore of operation of IT Systemsafter emergency situations (disasters, complete breakdown of IT Services or locations, aso.). Thisrestore has normally two steps:• recovery of a life - sustaining minimal operation• recovery of full operation.






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Event CorrelationThe Event Correlation describes the relations between events and necessary operational interventionsrespective necessary error messages. The rules for the Event Correlation define the appropriatereaction to an Event.

Event Incident NoticeMessage about a recognized malfunction of an IT System or an IT System Component from EventManagement.

Event RecordThe Event Record describes relevant status changes from the operation of IT Services and ITInfrastructure Components. They may be status changes but also alarm situations.

Event StatisticsThe Event Statistics shows patterns and trends of Events and allows an analysis of the efficiency of theEvent Recognition.

ForecastThe Forecast describes an extrapolation of economic results based upon actual costs and revenues ofprevious periods within the budgeting period to the end of this budgeting period.

Improvement Management ReportThe Improvement Report provides information about planning and results of Continual ServiceImprovement for the other IT Service Management functions. It contains planned, actually executed andsince the last report finished service- and process improvement activities and their expected respectiveachieved results. Furthermore proposals for future additional service improvement activities areprovided.

Incident Escalation RulesThe Escalation Rules for Incidents define the hierarchy levels for escalation of an Incident and thetriggers therefore.

Incident Management ReportThe Incident Management Report informs all involved ITSM Disciplines about occured Incidents andtheir elimination.

Incident MessageMessage by an IT Service Consumer or an IT employee about a recognized malfunction of an IT systemor an IT system component.

Incident ModelIncident Models describe the predefined activities to handle known and recurring types of Incidents andtheir effective and efficient elimination.

Incident RecordThe Incident Record contains all information about an Incidents over ist lifecycle. Typically it isdocumented in the Service Desk System.






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Individual IT ServiceAn Individual IT Service requires normally changes of underlying basic IT Services or InfrastructureServices. Thus an important focus on the functional and organizational requirements specification isnecessary.

IT BudgetThe IT Budget is a rolling business period related financial plan containing a prognosis of expenses andrevenues to be expected for the IT Organization. Within the IT Budget funds are allocated to theprocesses of the IT Service Management respective to the organizational units of the IT ServiceProvider.

IT Financial ReportThe IT Financial Report documents costs, revenues and contribution margins of IT services, the costs ofIT System Operation allocated to the IT Services and provides a forecast to the development of thefinancial performance indicators.

IT ForecastThe IT Forecast provides a projection of the economic results (of individual IT Services or the completeIT Organization) to the end of the budgeting period based upon actual costs and revenues of previousperiods.

IT Operations ScheduleThe IT Operations Schedule contains the planning of all recurring activities for the maintenance ofoperation for the IT Systems and a friction free IT Operation:• system specific planning of backups• reorganisation of IT Systems• system maintenance• data cleansing• data archiving• batch jobs• aso.

IT Procurement GuidelineThe IT Procurement Guideline specifies the terms and conditions for requesting external IT Supplies andIT Services for the Demand Carriers and for providing such Supplies and Services for the suppliers. Itcontains beside others• a register of standard suppliers for IT Supplies and IT Services• a catalogue of standard supplies and services with respective procurement terms and conditionsDuring a purchasing activity it is supplemented by the common procurement terms of the company.

IT Purchase RequisitionThe IT Purchasing Requisition is the defined ready to process order to buy according to the ITRequirements Request with specified scope of supply and specified supplier.






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IT Requirements RequestAn IT Requirements Request represents an application for procurement of services and/or goods fromexternal suppliers of the IT. The IT Requirements Request describes the contents of the demand and istransformed into a definitive purchasing requisition within the IT Procurement Process.

IT Security GuidelineThe IT Security Guideline defines mandatory rules for the utilization of IT Services and IT Systems formaintenance of an appropriate security level and for security controls.

IT Security StrategyThe IT Security Strategy defines the procedures for assuring the security of IT Services and IT Systemsregarding the recognized relevant risks and the planned and implemented according Security Controls.The operational procedures and mandatory behaviours thereto are defined in the IT Security Guideline.

IT Service Continuity ReportThe IT Service Continuity Report informs about the actual status of Contingency Planning and the actualemergency procedures.

IT Service Continuity StrategyThe IT Service Continuity Strategy defines procedures for desaster scenarios including risk preventionactivities and restoring procedures for business critical processes and their systems support. Thus it is amajor input for the Business Continuity Strategy of the company.

IT Supplier StrategyThe IT Supplier Strategy describes the rules for the selection of suppliers for IT Supplies and IT Servicesand the frame conditions for such supplies.

Known ErrorA Known Error is a Problem whose cause is known and documented including a documentedworkaround (as far as available).

Major IncidentA Major Incident is an Incident with serious negative impact on the business activities of the company.

Minor ReleaseA Minor Release is a Release with low risk according to the following criteria:• not business critical• no data take - over required• no involvement of Service Validiation and Test required• no acceptance test by the user required.

OfferAn offer is an obligatory declaration of preparedness to deliver services or goods in defined amount anddesign with also defined prices and delivery conditions.






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Operational Level AgreementThe Operational Level Agreement provides an internal contract between the IT Service Proivider andanother part of the IT Organization regarding the provision of an IT Service Contribution. It definesbesides others:• a description of the service contribution• the service level goals• the mutual responsibilities.

Operational TaskOperational Tasks are routine tasks to maintain friction free operation of IT services:• backup• data cleansing• reorganization of IT systems• archiving• necessary batch processes• print services• aso.

Planned Service OutagePlanned Service Outages due to the implementation of Changes by Service Transition. These PlannedService Outages are normally within the maintenance time frames according to the Service LevelAgreements and thus do not reduce the contractual agreed Availability of the respective IT Services.

Problem Management ReportThe Problem Management Report informis all involved ITSM Disciplines about open Problems andProblems in process and the related solutions and workarounds.

Problem RecordThe Problem Record contains all information of a Problem over ist lifecycle. Typically it is documented inthe Service Desk System.

Process ArchitectureThe Process Architecture documents the process landscape of the IT Service Provider with all interfacesand process performance indicators to ensure friction free collaboration of all processes.

Process DesignThe Process Design describes a process in total with• responsibility• input• output• process steps (activities)






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• interfaces• process metrics.Prozess designs follow the requirements of the process architecture and the process management.

Process Evaluation ReportThe Process Evaluation Report documents the results of the Process Evaluation Reviews with (asappropriate):• process maturity• benchmarks• weaknesses• potentials for optimization.

Process Performance ReportThe Process Performance Report documents the values for the performance indicators defined for theprocess on a periodical basis compared with the defined goals.

Project OrderThe Project Order contains the relevant description of the project:• project name• principal• project start and end• short description, business demand and goals• expected project results• project budget• project manager• project team (resources)• assumptions and limitations• resource allocation• target deadline.Approval of the Project Order is the start of the project realization.

Purchase OrderThe Purchase Order is the binding order to the supplier to deliver the goods and/or services specified inthe purchase order under the conditions described there respective in accompanying relateddocuments.

ReclamationNotification of defects due to unsufficient or not contract conforming delieveries and services. Possibleconsequences are rework, claim and cancellation of order.






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Recommendation for Demand ControlTrigger for the optimization of service consumation behaviour as input for the Demand Management.

Recommendation for Process Quality ImprovementTrigger for the optimization of the quality of IT processes as input for the process review.

Recommendation for Service Quality ImprovementTrigger for the optimization of the quality of IT services and IT infrastructure services by changes in• service level agreements• operational level agreements• underpinning contractsas input for the service review.

Recovery PlanThe Recovery Plan describes activities and procedures for the restart of IT Services after emergencysituations referring to Emergency Procedures.

Release GuidelineThe Release Guideline describes the organizational and technical rules for the transfer of a Release tothe production environment regarding the criticality and priority of the Realeases to ensure an optimalapproach.

Release PackageThe release package contains all configuration items belonging to the respective release. Thoseconfiguration items may be• hard- and software components• IT infrastructure services• IT applications• aso.

Release RecordThe Release Record documents the complete lifecycle of a Transition Project.

Request 3rd Level SupportNotification of a detected malfunction of an IT System respective IT System Component within aexternally provided IT Service respective IT Service Contribution to the external supplier.

Request for ChangeThe Request for Change is a formal request to perform a Change required for all types of Change notdefined as release free Standard Change.






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Request for User AccountThe Request for User Account is an application for installation of an user access within an IT System.This installation requires an authorization by a respective user role and the availability of licenses for theinvolved IT system as well.

Request for User PermissionThe Request for User Permission is an application for installation, modification or deletion of userpermissions within an IT system.

Risk LogThe Risk Log is a rated catalogue of identified risks and accordingly defined activities for minimizationand mitigation.

Risk MessageMessage about recognized necessary activities from Risk Management.

Security AlertA Security Alert serves as initial information about newly recognized or even actually ocurred securitythreats, providing the possibility to avoid or defend the threat for the receiver.

Security Control ReportThe Security Control Report documents the results of performed Security Controls.

Security Management Report

The Security Management Report provides information about security relevant ocurrences andactivities and about the security situation of the IT Organization.

Service Acceptance CriteriaThe Service Acceptance Criteria describe the criteria against which IT Services and IT InfrastructureServices are checked prior to release to operation according to the underlying Service Arrangements(Service Level Agreement, Operational Level Agreement, Underpinning Contract). Thus the conformityof these Services or Service Contributions with qualitative and functional requirements is assured.

Service CatalogueThe Service Catalogue is the part of the Service Portfolio (see there) visible for the IT ServiceConsumers. It contains a complete listing of all active IT Services of the IT Service Provider includingthose released for deployment.

Service ContributionA Service Contribution is a necessary part of the provision of an IT Service (Business Service), normallyIT Basic or Infrastructure Services necessary to fulfill the Service Level Arrangements of the IT Servicespart of which they are.






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Service Design GuidelineThe Service Design Guideline contains necessary rules and regulations• for consistent implementation of Service Designs• for the decision which changes and projects require formal Service Design• which roles have to be involved in the phase of Service Design

Service Design PackageThe Service Design Package describes the requirements to the development of IT Services based uponService Level Requirements. It contains the requirements from the customer's perspective anddescribes how they will be realized from technical and organizational perspective.

Service Design PlanningThe Service Design Planning contains all relevant activities of the service design phase.

Service DocumentationThe Service Documentation contains the complete description of the IT Services inkluding alldocumentation needed for operation, maintenance and further development. This includes besidesothers:• development documentation• user documentation• functional descriptions• maintenaence plans• maintenance processes.

Service LandscapeThe Service Landscape documents the relations between Business Services and IT Services at onehand and the relations between IT Services and IT Infrastructure at the other hand. Thus it assures thelogical link from Business Service down to Configuration Items.

Furthermore it is the basis of a holistic Risik Management for the IT Services with the aspects:• criticality from business perspective• criticality from technology perspective• criticality from resource perspective.

Service Level AgreementThe Service Level Agreement defines the mutual contractual requirements regarding the IT Service.This contains besides others:• service description• entitled Service Consumers• service level goals• mutual responsibilities.






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Service Level ArrangementService Level Arrangements cover all service level relevant agreements and contracts:• service level agreements• operational level agreements• underpinning contracts.

Service Level Arrangements CatalogueThe Service Level Agreements Catalogue contains all actual Service Level Contracts including:• Service Level Agreements• Operational Level Agreements• Underpinning Contractsreferring to the IT Service Consumers.

Service Level Management GuidelineThe Service Level Management Guideline contains all rules and templates for the definition and releaseof agreements for IT Services.

Service Level ReportThe Service Level Report informs about the agreed service quality of the Service Providers respectiveSuppliers comparing the agreed and achieved Service Levels. The report furthermore providesinformation about the utilization of the IT Services, ongoing activities for Service Improvement andextraordinary ocurrences.

Service Level RequirementThe Service Level Requirement contains all requirements to an IT service from the business perspectiveof the IT Service Consumer. It defines besides others:• service requirements• service level goals• mutual responsibilities.During service designs the service level requirement is the basis for the service contract and the servicelevel agreement.

Service PortfolioThe Service Portfolio contains a complete listing of all IT services of the IT Service Provider:• actual IT services (contractual requirements defined by service level agreements)• new IT services under development• disabled IT services.

Visible for the IT Service Consumer is the service catalogue (see there) as subset of the serviceportfolio.






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Not visible for the IT Service Consumer are:• IT service contributions defined by operational level agreements• IT service contributions definied by underpinning contracts (external supplies defined by supplier

contracts).

Service Portfolio Review ReportThe Service Portfolio Review Report contains all organizational, technical and economic outcomes ofthe Service Portfolio Review. It is an essential input for the strategic evaluation of the IT Services.

Service RequestRequest from an IT Service Consumer or from an IT employee for:• standard change• user permissions• data recovery• information• consulting.

Service Review ReportThe Service Review Report documents the results of the service evaluation reviews with• weaknesses• technical and economical optimization potentials.

Service StrategySystematc, cyclic and operationalized long range planning of the goals of the IT Service Provider and forthe IT services.

Service Transition PlanThe Service Transition Plan is the project plan mandatory and released for all ITSM Disciplines involvedin Service Transition including results-, milestone-, activity-, resource- and cost planning.

Standard ChangeA Standard Change is a low risk recurring change, which does not need a explicit release by theChange Manager beeing genarally released. Each standard change is described in a change model.

Standard IT ServiceA Standard IT Service needs normally no change of the underlying IT Basic Services and InfrastructureServices. Thus the process of requirements specification is concentrating on the definition of servicelevel goals and their control.

Standard Operating ProceduresThe Standard Operating Procedures contain the rules for recurring standard activities of the ITOperation and the according targets for these activities and processes.






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Standard Service CatalogueThe Standard Service Catalogue beeing a part of the Service Catalogue contains all Servicespredefined by supplier contracts thus not needing envolvement of Service Level Managements in caseof demand.

Supplier ProfileThe Supplier Profile describes the requirements to suppliers for a specified demand as basis for thesupplier selection for the procurement activity satisfying this demand.

Supplier Service Level ReportThe Supplier Service Level Report desribes the achieved performance of suppliers compared to theagreed performance described in supplier contracts or purchase orders. Furthermore the recognizedweaknesses and activities to improve performance or even possible contract cancellations form theSupplier Reviews are documented.

Tactical Charge RatesTactical Charge Rates are used for demand control by financial means.

Template Request for ChangeThe Template for the Request for Change is used to collect all necessary information for the evaluation,classification and prioritization of a Change. All information defined as mandatory has to be providedcompletely to release a request for Change.

Templates Service LevelThe Service Level Templates contain all templates for the processes of the Service Level Managements(these documents will merge during the process especially when electronically processed):• Service Spezification• Service Level Requirement / Agreement• Service Contract• Operating Level Agreement• Underpinning Contract.

Test ModelTest models define the whole tests (timeframe, content, scope) of a Release Deployment to theproduction environment.

Transition Management ReportThe Transition Management Report contains information about all active and planned TransitionProjects (status, milestones, finish).

Underpinning ContractAn Underpinning Contract is a contract between the IT Serviceprovider and an external service supplierabout the provision of service contributions. It defines besides others:






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• description of the service contribution• service level goals• mutual responsibilities.

User InformationProactive information of the IT Service Consumers about• the status of his incident message• his/her service request• ocurrences influencing the availability of the consumed IT services

• other miscellaneous information needs.

User PermissionThe User Permission grants a defined scope of access to defined IT services or IT systems.

User RecordThe User Record contains the system specific permissions of an user besides the identifying basic data.

User RoleThe User Role describes the correlation of business oriented roles of users and the correspondingdefined user permissions in IT Systems.

WorkaroundA Workaround is a bypass solution for an incident or a problem, where no cause eliminating solution isavailable so far. Goal of the workaround is to reduce or avoid the effects of the incident respectiveproblem until a final solution is available.

Workarounds for incidents without related problem record are documented in their incident record, whileworkarounds for problems are documented in the known errors database.


