Remediation   (Service Transition) Recovery to a known state after a failed Change or Release.
       
Repair   (Service Operation) The replacement or correction of a failed Configuration Item.
       
Request for Change (RFC)   (Service Transition) A formal proposal for a Change to be made. An RFC includes details of the proposed Change, and may be recorded on paper or electronically. The term RFC is often misused to mean a Change Record, or the Change itself.
       
Request Fulfillment   (Service Operation) The Process responsible for managing the Lifecycle of all Service Requests.
       
Requirement   (Service Design) A formal statement of what is needed. For example a Service Level Requirement, a Project Requirement or the required Deliverables for a Process.

See Statement of Requirements.
        
Resilience   (Service Design) The ability of a Configuration Item or IT Service to resist Failure or to Recover quickly following a Failure. For example, an armored cable will resist failure when put under stress.

See Fault Tolerance.
        
Resolution   (Service Operation) Action taken to repair the Root Cause of an Incident or Problem, or to implement a Workaround. In ISO/IEC 20000, Resolution Processes is the Process group that includes Incident and Problem Management.
       
Resolution Processes   The ISO/IEC 20000 Process group that includes Incident Management and Problem Management.
       
Resource   (Service Strategy) A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service. Resources are considered to be Assets of an Organization

See Capability, Service Asset.
        
Response Time   A measure of the time taken to complete an Operation or Transaction. Used in Capacity Management as a measure of IT Infrastructure Performance, and in Incident Management as a measure of the time taken to answer the phone, or to start Diagnosis.
       
Responsiveness   A measurement of the time taken to respond to something. This could be Response Time of a Transaction, or the speed with which an IT Service Provider responds to an Incident or Request for Change etc.
       
Restoration of Service   See Restore.
       
Restore   (Service Operation) Taking action to return an IT Service to the Users after Repair and Recovery from an Incident. This is the primary Objective of Incident Management.
       
Retire   (Service Transition) Permanent removal of an IT Service, or other Configuration Item, from the Live Environment. Retired is a stage in the Lifecycle of many Configuration Items.
       
Return on Investment (ROI)   (Service Strategy) (Continual Service Improvement) A measurement of the expected benefit of an investment. In the simplest sense it is the net profit of an investment divided by the net worth of the assets invested.

See Net Present Value, Value on Investment.
        
Return to Normal   (Service Design) The phase of an IT Service Continuity Plan during which full normal operations are resumed. For example, if an alternate data center. has been in use, then this phase will bring the primary data center. back into operation, and restore the ability to invoke IT Service Continuity Plans again.
       
Review   An evaluation of a Change, Problem, Process, Project etc. Reviews are typically carried out at predefined points in the Lifecycle, and especially after Closure. The purpose of a Review is to ensure that all Deliverables have been provided, and to identify opportunities for improvement.

See Post Implementation Review.
       
RFC   Request for Change
       
Rights   (Service Operation) Entitlements, or permissions, granted to a User or Role. For example the Right to modify particular data, or to authorize a Change.
       
Risk   A possible Event that could cause harm or loss, or affect the ability to achieve Objectives. A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred.
       
Risk Assessment   The initial steps of Risk Management. Analyzing the value of Assets to the business, identifying Threats to those Assets, and evaluating how Vulnerable each Asset is to those Threats. Risk Assessment can be quantitative (based on numerical data) or qualitative.
       
Risk Management   The Process responsible for identifying, assessing and controlling Risks.

See Risk Assessment.
        
ROI   Return on Investment
       
Role   A set of responsibilities, Activities and authorities granted to a person or team. A Role is defined in a Process. One person or team may have multiple Roles, for example the Roles of Configuration Manager and Change Manager may be carried out by a single person.
       
Rollout   (Service Transition) Synonym for Deployment. Most often used to refer to complex or phased Deployments or Deployments to multiple locations.
       
Root Cause   (Service Operation) The underlying or original cause of an Incident or Problem.
       
Root Cause Analysis (RCA)   (Service Operation) An Activity that identifies the Root Cause of an Incident or Problem. RCA typically concentrates on IT Infrastructure failures.

See Service Failure Analysis.
        
RPO   Recovery Point Objective
       
RTO   Recovery Time Objective
       
Running Costs   Synonym for Operational Costs

S

SAC   Service Acceptance Criteria
       
SACM   Service Asset and Configuration Management
       
Scalability   The ability of an IT Service, Process, Configuration Item etc. to perform its agreed Function when the Workload or Scope changes.
       
SCD   Supplier and Contract Database
       
SCM   Service Capacity Management
       
Scope   The boundary, or extent, to which a Process, Procedure, Certification, Contract etc. applies. For example the Scope of Change Management may include all Live IT Services and related Configuration Items, the Scope of an ISO/IEC 20000 Certificate may include all IT Services delivered out of a named data center.
       
Second-line Support   (Service Operation) The second level in a hierarchy of Support Groups involved in the resolution of Incidents and investigation of Problems. Each level contains more specialist skills, or has more time or other Resources.
       
Security   See Information Security Management
       
Security Management   Synonym for Information Security Management
       
Security Policy   Synonym for Information Security Policy
       
Separation of Concerns (SoC)   (Service Strategy) An approach to Designing a solution or IT Service that divides the problem into pieces that can be solved independently. This approach separates "what" is to be done from "how" it is to be done.
       
Server   (Service Operation) A computer that is connected to a network and provides software Functions that are used by other computers.
       
Service   A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.
       
Service Acceptance Criteria (SAC)   (Service Transition) A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements and that the IT Service Provider is ready to Operate the new IT Service when it has been Deployed.

See Acceptance.

       
Service Analytics   (Service Strategy) A technique used in the Assessment of the Business Impact of Incidents. Service Analytics Models the dependencies between Configuration Items, and the dependencies of IT Services on Configuration Items.
       
Service Asset   Any Capability or Resource of a Service Provider.

See Asset.
       
Service Asset and Configuration Management (SACM)   (Service Transition) The Process responsible for both Configuration Management and Asset Management.
       
Service Capacity Management (SCM)   (Service Design) (Continual Service Improvement) The Activity responsible for understanding the Performance and Capacity of IT Services. The Resources used by each IT Service and the pattern of usage over time are collected, recorded, and analyzed for use in the Capacity Plan.

See Business Capacity Management, Component Capacity Management.
        
Service Catalogue   (Service Design) A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.

See Contract Portfolio.
        
Service Continuity Management   Synonym for IT Service Continuity Management.
       
Service Contract   (Service Strategy) A Contract to deliver one or more IT Services. The term Service Contract is also used to mean any Agreement to deliver IT Services, whether this is a legal Contract or an SLA.

See Contract Portfolio.
        
Service Culture   A Customer oriented Culture. The major Objectives of a Service Culture are Customer satisfaction and helping the Customer to achieve their Business Objectives.
       
Service Design   (Service Design) A stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions and is the title of one of the Core ITIL publications.

See Design.
        
Service Design Package   (Service Design) Document(s) defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement.
       
Service Desk   (Service Operation) The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
       
Service Failure Analysis (SFA)   (Service Design) An Activity that identifies underlying causes of one or more IT Service interruptions. SFA identifies opportunities to improve the IT Service Provider's Processes and tools, and not just the IT Infrastructure. SFA is a time constrained, project-like activity, rather than an ongoing process of analysis.

See Root Cause Analysis.
        
Service Hours   (Service Design) (Continual Service Improvement) An agreed time period when a particular IT Service should be Available. For example, "Monday-Friday 08:00 to 17:00 except public holidays". Service Hours should be defined in a Service Level Agreement.
       
Service Improvement Plan (SIP)   (Continual Service Improvement) A formal Plan to implement improvements to a Process or IT Service.
       
Service Knowledge Management System (SKMS)   (Service Transition) A set of tools and databases that are used to manage knowledge and information. The SKMS includes the Configuration Management System, as well as other tools and databases. The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services.