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. 

Infrastructure Service

A type of supporting service that provides hardware, network or other data center components. The term is also used as a synonym for supporting service.


Initiation of the steps defined in a plan, for example, initiating the IT service continuity plan for one or more IT services.

IT Infrastructure

All of the hardware, software, networks, facilities etc. that are required to develop, test, deliver, monitor, control or support applications and IT services. 

IT Service Management (ITSM)

The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology

Job Scheduling

Planning and managing the execution of software tasks that are required as part of an IT service. Job scheduling is carried out by IT operations management and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year.

Kano Model

A model developed by Noriaki Kano that is used to help understand customer preferences. The Kano model considers attributes of an IT service grouped into areas such as basic factors, excitement factors, performance factors etc.

knowledge Management

The process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time.

Known Error Record

A record containing the details of a known error. Each known error record documents the lifecycle of a known error, including the status, root cause, and work around. In some implementations, a known error is documented using additional fields in a problem record.