ITIL Foundation Acronyms

ITIL Terminology - T to W

Technical Management

The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes, and procedures required.

Technical Observation (TO)

A technique used in service improvement, problem investigation and availability management. Technical support staff meet to monitor the behavior and performance of an IT service and make recommendations for improvement

Trend Analysis

Analysis of data to identify time-related patterns. Trend analysis is used in problem management to identify common failures or fragile configuration items, and in capacity management as a modeling tool to predict future behavior. It is also used as a management tool for identifying deficiencies in IT service management processes.

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. 

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