IT Services

ITIL Terminology - P to S

Pareto Principle

A technique used to prioritize activities. The Pareto principle says that 80% of the value of any activity is created with 20% of the effort. Pareto analysis is also used in problem management to prioritize possible problem causes for investigation.

Passive Monitoring

Monitoring of a configuration item, an IT service or a process that relies on an alert or notification to discover the current status.

Performance Management 

Activities to ensure that something achieves its expected outcomes in an efficient and consistent manner.

Plan-Do-Check-Act (PDCA)

A four-stage cycle for process management, attributed to Edward Deming. Plan-Do-Check-Act is also called the Deming Cycle. Plan – design or revise processes that support the IT services; Do – implement the plan and manage the processes; Check – measure the processes and IT services, compare with objectives and produce reports; Act – plan and implement changes to improve the processes.

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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