Page 253 - ITIL® Foundation 3.15

Term Checklist
Supplier
Service Level Agreement (SLA) Operational Level Agreement (OLA) Contract
Service Design Package (SDP)
Risk
Service Knowledge Management System (SKMS)
Configuration Management System (CMS) Configuration Item (CI)
Definitive Media Library (DML)
Service Change (Change)
Release Unit
Release Package
Supplier - Furnishes goods and / or services required for IT
Service Level Agreement (SLA) - An agreement in writing between IT providers and customers stating the
service, targets, goals, and responsibilities.
Operational Level Agreement (OLA) - A supporting agreement between departments that provides assistance with service provision.
Contract - A written law enforced agreement between two or more parties.
Service Design Package (SDP) - A document that defines IT service aspects and requirements through each
lifecycle stage.
Risk - Something that may happen. Risk is identified by understanding our resources and vulnerabilities, then risk is managed by applying countermeasures to those vulnerabilities.
Service Knowledge Management System (SKMS) - To manage, store, update and present information that an IT service provider needs to manage the lifecycle of IT services.
Configuration Management System (CMS) - A set of tools and databases that are used to manage an IT Service Provider’s Configuration data.
Configuration Management Database (CMDB) - A database used to store configuration records throughout their lifecycle.
Configuration Item (CI) - All components that need to be managed to deliver an IT service.
Definitive Media Library (DML) - The location in which the definitive and approved versions of all software CIs are
securely stored. It may also contain associated CIs such as licenses and documentation.
Service Change (Change) - The addition, modification or removal of a service that can affect IT including process, documentation, etc.
Release Unit - IT service components that are normally released together according to the organization’s release policy.
Release Package - IT service components that are actually released together. A release package is made up of one or more release units.
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