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Glossary of IT Infrastructure Library Terms (ITIL®)

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

ITSM Watch Staff


E - F


A reflection of the transmitted signal from the receiving end; a visual method of error detection in which the signal from the originating device is looped back to that device so that it can be displayed.


elements of cost
The constituent parts of costs according to the factors upon which expenditure is incurred viz., materials, labor and expenses.


end user
See "user".


A collection of hardware, software, network communications and procedures that work together to provide a discrete type of computer service. There may be one or more environments on a physical platform, e.g., test, production. An environment has unique features and characteristics that dictate how they are administered in similar, yet diverse manners.


expert user
See "super user".


external target
One of the measures against which a delivered IT service is compared, expressed in terms of the customer's business.


financial year
An accounting period covering 12 consecutive months. In the public sector, this financial year generally coincides with the fiscal year, which runs from January 1st to December 31st.


first-line support
Service Desk call logging and resolution (on agreed areas, for example, MS Word).  first time fix rate
Commonly used metric, used to define incidents resolved at the first point of contact between a customer and the Service Provider, without delay or referral, generally by a front line support group such as a help desk or Service Desk. First time fixes are a sub-set of remote fixes.


Forward Schedule of Changes (FSC)
Contains details of all the changes approved for implementation and their proposed implementation dates. It should be agreed with the customers and the business, Service Level Management, the Service Desk and Availability Management. Once agreed, the Service Desk should communicate to the user community at large any planned additional downtime arising from implementing the changes, using the most effective methods available.


full cost
The total cost of all the resources used in supplying a service, i.e., the sum of the direct costs of producing the output, a proportional share of overhead costs and any selling and distribution expenses. Both cash costs and notional (non-cash)costs should be included, including the cost of capital.


See also "Total Cost of Ownership".


Full Release
All components of the Release unit are built, tested, distributed and implemented together.


See also "Delta Release".