Home �   ITSM Glossary�  Index

Glossary of IT Infrastructure Library Terms (ITIL®)

Glossary of Terms for the IT Infrastructure Library
Mar 4, 2004

ITSM Watch Staff




Balanced Scorecard
An aid to organizational performance management. It helps to focus not only on the financial targets but also on the internal processes, customers and learning and growth issues.


A snapshot or a position which is recorded. Although the position may be updated later, the baseline remains unchanged and available as a reference of the original state and as a comparison against the current position (PRINCE2).


baseline security
The security level adopted by the IT organization for its own security and from the point of view of good "due diligence".


Process by which the quality and cost-effectiveness of a service is assessed, usually in advance of a change to the service. Baselining usually includes comparison of the service before and after the change or analysis of trend information. The term benchmarking is usually used if the comparison is made against other enterprises.


Equipment and techniques used to match circuits to each other ensuring minimum transmission impairment.


BS 7799
The British standard for Information Security Management. This standard provides a comprehensive set of controls comprising best practices in information security.


Budgeting is the process of predicting and controlling the spending of money within the organization and consists of a periodic negotiation cycle to set budgets (usually annual) and the day-to-day monitoring of current budgets.


The final stage in producing a usable configuration. The process involves taking one of more input Configuration Items and processing them (building them) to create one or more output Configuration Items, e.g., software compile and load.


business function
A business unit within an organization, e.g., a department, division, branch.


business process
A group of business activities undertaken by an organization in pursuit of a common goal. Typical business processes include receiving orders, marketing services, selling products, delivering services, distributing products, invoicing for services, accounting for money received. A business process usually depends upon several business functions for support, e.g., IT, personnel, and accommodation. A business process rarely operates in isolation, i.e., other business processes will depend on it and it will depend on other processes.


business recovery objective
The desired time within which business processes should be recovered, and the minimum staff, assets and services required within this time.


business recovery plan framework
A template business recovery plan (or set of plans) produced to allow the structure and proposed contents to be agreed before the detailed business recovery plan is produced.


business recovery plans
Documents describing the roles, responsibilities and actions necessary to resume business processes following a business disruption.


business recovery team
A defined group of personnel with a defined role and subordinate range of actions to facilitate recovery of a business function or process.


business unit
A segment of the business entity by which both revenues are received and expenditure is caused or controlled, such revenues and expenditure being used to evaluate segmental performance.