IT Infrastructure

ITIL Terminology - L to O


The various stages in the life of an IT service, configuration item, incident, problem, change, etc. The lifecycle defines the categories for status and the status transitions that are permitted. For example:

  • The lifecycle of an application includes requirements, design, build, deploy, operate, optimize
  • The expanded incident lifecycle includes detection, diagnosis, repair, recovery and restoration
  • The lifecycle of a server may include: ordered, received, in a test, live, disposed of, etc.

Line of Service (LOS)

A core service or service package that has multiple service options. A line of service is managed by a service owner, and each service option is designed to support a particular market segment.

ITIL Terminology - H to K

Hierarchic Escalation

Informing or involving more senior levels of management to assist in an escalation.

High Availability

An approach or design that minimizes or hides the effects of configuration item failure from the users of an IT service. High availability solutions are designed to achieve an agreed level of availability and make use of techniques such as fault tolerance, resilience and fast recovery to reduce the number and impact of incidents.

Information Security Management (ISM)

The process responsible for ensuring that the confidentiality, integrity, and availability of an organization’s assets, information, data and IT services match the agreed needs of the business. 

ITIL Terminology - A to D

Access Management

The process was responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity, and availability of assets by ensuring that only authorized users can access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management.

ITIL terminology


Officially authorized to carry out a role. For example, an accredited body may be authorized to provide training or to conduct audits. 

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