Each framework, methodology and standard comes with its own peculiar language, and so does the ITIL framework. If you want to speak ITIL, then you first need to learn the language, and please believe me when I say it's not as difficult as learning Japanese when your first language happens to be English (or Dutch like mine).
I also need to say that the "common language" that the ITIL framework provides is probably one of its strongest features and to a large extend this has contributed to its enormous ongoing success and popularity. ITIL is the IT department's Esperanto, and this Esperanto is actually spoken by millions!
You can use the ITIL language when communicating with your direct peers, other internal functions, partners and suppliers and who knows maybe even other alien civilizations (yeah, I would like that). I guess many struggle to see the difference between an incident and a problem, or a problem and a known error. A common reference (or glossary of terms) is exactly what many organizations need to start communicating effectively. Ik bedoel, als ik in Nederlands ga schrijven kunnen jullie mij niet meer volgen, hence I write this text in English - a language used to communicate globally. English is not my first language, nor is ITIL, but both work really well when communicating to a specific targeted audience - like you, my loyal readers and followers.
So, where was I? Ah, yes, ITIL language! For me the ITIL language consists mainly of the various definitions, terminology and acronyms, although I seem to have the nasty habit of also adding my personal mnemonics and phrases. Many organizations are now using mnemonics like PICSAR, VRAMS and SPASMS when talking ITIL, I think that's pretty cool considering I only created them to make it easier for the students to memorize ITIL "stuff" so they could pass the ITIL Foundation exam. Phrases like "ITIL is VITAL!", "Making it better together!", and "Making a difference!" also seem to stick with most students, as they have the potential to influence the current culture and mindset. Yes, communication and language have the potential and power to change the very nature of your culture and subsequent actions.
Anyway, getting back on track, here's a list of definitions, terminology and acronyms commonly used in ITIL-speak:
- Alert
- Availability
- Business Case
- Change types
- Configuration Item (CI)
- Configuration Management System
- Contract
- Definitive Media Library (DML)
- Event
- Impact, Urgency and Priority
- Incident
- Known Error
- Known Error Data Base (KEDB)
- Operational Level Agreement (OLA)
- Problem
- Release policy
- Release Unit
- Resources, Capabilities and Assets
- Risk
- Service Assets
- Service Catalog
- Service Change
- Service Design Package
- Service Knowledge Management System (SKMS)
- Service Level Agreement (SLA)
- Service Portfolio
- Service Provider
- Service Request
- Seven R’s of Change Management
- Supplier
- The role of communication in Service Operation
- The role of IT Governance across the Service Lifecycle
- Utility and Warranty
- Workaround
You'll need to study the various definitions, terminology and acronyms as shown above when preparing for the ITIL v3 Foundation exam. The easiest way to learn about them, is to follow the set of YouTubes I've specially created for this purpose, so I don't believe it's necessary to go into full detail here. What is important is to get a good feeling of which ITIL volume/s the item relates to, and as such I hope the following paragraphs will support you in achieving this.
Alert
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=yAQVJIKD2yQ&p=017C0B75EE2FA714&index=40
Availability
Predominantly covered in the following ITIL volume/s: Service Design
YouTube link: http://www.youtube.com/watch?v=NHCZG60A0JM&p=017C0B75EE2FA714&index=30
Business Case
Predominantly covered in the following ITIL volume/s: Service Strategy, CSI
YouTube link: http://www.youtube.com/watch?v=Y13BGSObkPU&p=017C0B75EE2FA714&index=22
Change types
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=_oFu-3dmzU8&p=017C0B75EE2FA714&index=36
Configuration Item (CI)
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=BCPpjCvUf7Y&p=017C0B75EE2FA714&index=32
Configuration Management System
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=0g0LvVTForo&p=017C0B75EE2FA714&index=33
Contract
Predominantly covered in the following ITIL volume/s: Service Design
YouTube link: http://www.youtube.com/watch?v=JXbrNT0iVk8&p=017C0B75EE2FA714&index=28
Definitive Media Library (DML)
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=8rMhBA2D4VU&p=017C0B75EE2FA714&index=34
Event
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=0kwm-SlOX1A&p=017C0B75EE2FA714&index=39
Impact, Urgency and Priority
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=NrVkNcS8xGs&p=017C0B75EE2FA714&index=42
Incident
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=KHSo3CDVeJM&p=017C0B75EE2FA714&index=41
Known Error
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=VBEOjTJSQ80&p=017C0B75EE2FA714&index=46
Known Error Data Base (KEDB)
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=k0OI3RvaKuc&p=017C0B75EE2FA714&index=47
Operational Level Agreement (OLA)
Predominantly covered in the following ITIL volume/s: Service Design
YouTube link: http://www.youtube.com/watch?v=-KTsV-Yut1M&p=017C0B75EE2FA714&index=27
Problem
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=Jfl7z3jqRNs&p=017C0B75EE2FA714&index=44
Release policy
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=hMngLrTFcis&p=017C0B75EE2FA714&index=50
Release Unit
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=Xc86HkhFCbg&p=017C0B75EE2FA714&index=37
Resources, Capabilities and Assets
Predominantly covered in the following ITIL volume/s: Service Strategy
YouTube link: http://www.youtube.com/watch?v=MOiP9FB4QPc&p=017C0B75EE2FA714&index=18
Risk
Predominantly covered in the following ITIL volume/s: Service Strategy, CSI
YouTube link: http://www.youtube.com/watch?v=QRoH9tKg3ZQ&p=017C0B75EE2FA714&index=23
Service Assets
Predominantly covered in the following ITIL volume/s: Service Strategy
YouTube link: http://www.youtube.com/watch?v=RppFmg6WP_E&p=017C0B75EE2FA714&index=49
Service Catalog
Predominantly covered in the following ITIL volume/s: Service Strategy, Service Design
YouTube link: http://www.youtube.com/watch?v=bfsHFPYU-QI&p=017C0B75EE2FA714&index=20
Service Change
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=P9Ytv72bC5o&p=017C0B75EE2FA714&index=35
Service Design Package
Predominantly covered in the following ITIL volume/s: Service Design
YouTube link: http://www.youtube.com/watch?v=C-zF6RURFgY&p=017C0B75EE2FA714&index=29
Service Knowledge Management System (SKMS)
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=dMATi0-iGRM&p=017C0B75EE2FA714&index=31
Service Level Agreement (SLA)
Predominantly covered in the following ITIL volume/s: Service Design
YouTube link: http://www.youtube.com/watch?v=mhy2VvIvBkQ&p=017C0B75EE2FA714&index=26
Service Portfolio
Predominantly covered in the following ITIL volume/s: Service Strategy, Service Design
YouTube link: http://www.youtube.com/watch?v=_xXuhbcBUfY&p=017C0B75EE2FA714&index=19
Service Provider
Predominantly covered in the following ITIL volume/s: Service Strategy
YouTube link: http://www.youtube.com/watch?v=CXRQ1kpxXn4&p=017C0B75EE2FA714&index=24
Service Request
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=_WBIun4sB74&p=017C0B75EE2FA714&index=43
Seven R’s of Change Management
Predominantly covered in the following ITIL volume/s: Service Transition
YouTube link: http://www.youtube.com/watch?v=Wqi3Vrlc8Rw&p=017C0B75EE2FA714&index=38
Supplier
Predominantly covered in the following ITIL volume/s: Service Design
YouTube link: http://www.youtube.com/watch?v=OwBfy5mIU7c&p=017C0B75EE2FA714&index=25
The role of communication in Service Operation
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=pN8AuF5iVNE&p=017C0B75EE2FA714&index=48
The role of IT Governance across the Service Lifecycle
Predominantly covered in the following ITIL volume/s: CSI
YouTube link: http://www.youtube.com/watch?v=pSvbkp2zW4w&p=017C0B75EE2FA714&index=21
Utility and Warranty
Predominantly covered in the following ITIL volume/s: Service Strategy
YouTube link: http://www.youtube.com/watch?v=HKlpHIA4nhQ&p=017C0B75EE2FA714&index=17
Workaround
Predominantly covered in the following ITIL volume/s: Service Operation
YouTube link: http://www.youtube.com/watch?v=oUCWD3Gqhh4&p=017C0B75EE2FA714&index=45
Live long and prosper
Nanoo... Nanoo...
IsleBeeBach
