ITIL v3术语中英文对照表
ITILV3优势
ITILV3优势ITIL V3中的基本概念：1、服务管理（IT Service Management）：服务管理是以服务的形式向客户提供一整套组织的能力。
这种组织能力是以职能和流程的形式贯穿在战略、设计、转换、运营和持续改进整个生命周期过程中，反映了组织在行动上的能力及承诺，将有限的资源转换成有价值的服务行动是服务管理的核心。
缺乏这种组织运营能力，服务组织则只能提供给客户资源所固有的、相对较低的价值。
（ITIL 培训）2、IT服务（IT Service）：服务是在客户不承担特殊的成本和风险的情况下，方便有效地提供给客户想达到的结果，从而带来客户价值的方法。
在ITIL V3培训对服务的定义中，表达了两层含义：客户想要的“结果”和不想要的“特殊的成本和风险”,两者结合体现了服务带给客户的价值。
3、职能（Function）：职能是专门执行某种类型的工作，并对所产生的特定结果负责的组织单元。
职能定义了角色和相关的授权，并对明确的绩效和结果负责。
职能可以通过经验的积累拥有自己的知识，形成一个稳定的组织结构。
职能之间的协调需要通过流程实现。
流程模型有助于改进跨职能的协调和控制，从而避免职能层级的问题。
设计精良的流程可以使职能内部和职能之间的工作效率提高。
4、流程（Process）：流程是整合资源与能力进行实施的一组协调性活动，通过这些活动产生的结果直接或间接的为外部客户或利益相关者带来价值。
在ITIL V3 的服务生命周期中，流程是围绕着目标（Goal），利用流程的反馈在行动上进行自身的正面提升和纠正，流程以及职能都应是闭环控制。
服务战略（Service Strategy）：服务是无形的。
任何服务供应商都必须有一个基本的认识，即他们的客户不是购买商品，而是购买特定需求的满意度。
因此，服务供应方如果想要取得成功，就要被客户所认可，那么也就要交付给客户足够的价值，这种价值最好是以成果的形式体现，这才是客户想要得到的。
ITIL V3 术语英汉对照
ITIL术语英汉对照English 中文术语Accounting 会计Activity Based Costing 作业成本法Application Sizing 应用选型Asset Management 资产管理Assets 资产Audit 审计Authorization 授权Availability 可用性Availability Management 可用性管理Budgeting 预算Business Capacity Management 业务能力管理Business Impact Analysis 业务影响分析Business Process 业务流程Call 呼叫Capacity Database, CDB 能力数据库，CDBCapacity Management 能力管理Capacity Planning 能力规划Category 类别CCTA Risk Analysis and Management Method, CRAMM CCTA风险分析和管理方法,CRAMMCentral Service Desk 集中式服务台Change 变更Change Advisory Board, CAB 变更顾问委员会，CABChange Management 变更管理Charging 收费CI Level 配置项级别Classification 区分Component Failure Impact Analysis, CFIA 组件故障影响分析,CFIA Confidentiality 机密性Configuration Baseline 配置基线Configuration Item, CI 配置项,CIConfiguration Management 配置管理Configuration Management Database, CMDB 配置管理数据库，CMDBCost Plus 成本加成Customer 客户Definitive Hardware Store, DHS 备件库,DHSDefinitive Software Library, DSL 最终软件库,DSLDemand Management 需求管理Deming Circle 戴明环Disaster 灾难Downtime 宕机时间Elapsed time 耗时Emergency Fix/Release 紧急修复/发布Error Control 错误控制Escalation 升级Evaluation 评估Expert Service Desk 专家级服务台Fault, Failure 故障Fault Tree Analysis, FTA 故障树分析,FTAFinancial Management for IT Services IT服务财务管理First Line Support 一线支持Forward Schedule of Changes, FSC 变更进度计划表,FSC Full Release 完整发布Functional Escalation 职能升级Going Rate 现行费率Gradual Recovery, Cold Stand-By 逐步恢复，冷备Hierarchical Escalation 层次升级Identification of CI 配置项（CI）识别Immediate Recovery, Hot Stand-By 快速恢复，热备Impact 影响Incident 突发事件Incident Management 突发事件管理Integrity 完整性Intermediate Recovery 中速恢复Service Interruption 服务中断IT Infrastructure IT基础设施/IT基础架构IT Service IT服务IT Service Continuity Management IT服务连续性管理IT Service Management IT服务管理Known Error 已知错误Local (distributed) Service Desk 本地（分布式）服务台Maintainability 可维护性Management 管理Market Price 市场价格Mean Time Between Failures, MTBF 平均无故障时间，MTBF Mean Time To Repair, MTTR 平均修复时间，MTTR Modeling 建模Monitoring 监控Notional Charging 名义收费Operational Process 操作流程Operational Level Agreement, OLA 操作级别协议,OLA Package Release 组包发布Performance Management 绩效管理，性能管理Post Implementation Review, PIR 实施后评估,PIRPriority 优先级Proactive Problem Management 主动问题管理Problem 问题Problem Control 问题控制Problem Management 问题管理Procedure 步骤/过程Process 流程Process Manager 流程经理Quality Assurance 质量保证Quality Control 质量控制Reciprocal Arrangement 互惠协议Recovery 恢复Release Management 发布管理Release Policy 发布策略Release Unit 发布单元Reliability 可靠性Request for Change, RFC 变更请求，RFC Resilience 柔性Resource Capacity Management 资源能力管理Restoration of Service 服务恢复Review 评估Risk Assessment 风险评估Rollout 上线Second Line Support 二线支持Security 安全Security Awareness 安全意识Security Incidents 安全事件Security Level 安全级别Security Management 安全管理Service Capacity Management 服务能力管理Service Catalogue 服务目录Service Desk 服务台Service Improvement Plan Program, SIP 服务改进计划,SIP服务改进计划，是作为一个项目来实施的，它明确了与改进IT服务有关的活动、实施步骤以及里程碑式的标志内容Service Level 服务级别Service Level Agreement, SLA 服务级别协议，SLAService Level Management 服务级别管理Service Level Requirements 服务级别需求服务级别需求，是有关客户业务需求的详细的定义，它通常作为设计服务和制定服务级别协议的一个蓝本Service Request 服务请求Service Window 服务时段Serviceability 可服务性Skilled Service Desk 高技能服务台Release 发布Status 状态System Outage Analysis, SOA 系统故障分析，SOA Third Line Support 三线支持Threat 威胁Tuning 调整Underpinning Contract 支持合同Unskilled Service Desk 低技能服务台Urgency 紧急度Urgent Change 紧急变更Verification 核实/验证Virtual Service Desk 虚拟服务台Vulnerability 脆弱性Workaround 变通方案附录IV IT 服务管理术语表（英汉对照）10英文术语中文术语Absorbed Overhead 已分摊间接费用Absorption costing 吸收成本法Action lists 行动列表Alert 告警Alert phase 告警阶段Allocated cost 可直接分配成本Application 应用，应用系统Application Service Provider 应用服务提供商Application Sizing 应用选型Apportioned cost 待分摊间接成本Asset 资产Asynchronous/synchronous 异步/同步Audit 审计Audit for Compliance 符合性审计Automatic Call Distribution 自动呼叫转发Availability 可用性Availablity Management 可用性管理Back-out Plan 回撤计划Balanced Scorecard 平衡记分卡Baseline 基线Baseline Security 安全基线Baselining 基准制定BS7799 英国标准协会开发的信息安全管理标准Budgeting 预算Build 构建Business Capacity Management 业务能力管理Business function 业务职能Business process 业务流程Business recovery objective 业务恢复目标Business recovery plan framework 业务恢复计划框架Business recovery plans 业务恢复计划Business recovery team 业务恢复小组Business units 业务单元Call Center 呼叫中心Capacity Maturith Model 能力成熟度模型Capacity Management 能力管理Capacity Management Database 能力管理数据库Capital costs 资本成本Capital investment appraisal 资本投资评估Capitalization 资本化Categorization 归类Category 类别，分类Change 变更Change Advisory Board 变更顾问委员会（CAB）Change authority 变更审批小组Change control 变更控制Change document 变更文档Change history 变更轨迹Change log 变更日志Change management 变更管理Change record 变更记录Charging 收费CI Type 配置项类型Classification 分类Closure 终止Cold stand-by 冷支持Command, control andcommunications命令、控制和沟通Compliance 符合性Computer-Aided systemsEngineering计算机辅助系统工程（CASE）Configuration baseline 配置基线Configuration control 配置控制Configuration documentation 配置文档Configuration identification 配置识别Configuration item(CI) 配置项（CI）Configuration Management 配置管理Configuration Management tool 配置管理工具Configuration ManagementDatabase(CMDB)配置管理数据库（CMDB）Configuration Management plan 配置管理计划Configuration structure 配置结构Contingency Planning 应急计划Cost 成本Cost effectiveness 成本效益Cost management 成本管理Cost unit 成本单元Costing 成本核算Countermeasure 防范措施Crisis management 危机管理Customer 客户Customer RelationshipManagement客户关系管理（CRM）Data transfer time 数据传输时间Definitive Hardware Store 最终硬件库（DHS）Definitive Software Library 最终软件库（DSL）Delta Release Delta发布，增量发布Dependency 依赖性Depreciation 折旧Differential charging 差别定价Direct cost 直接成本Disaster recovery planning 灾难恢复计划Discounted cash flow 贴现现金流量（DCF）Discounting 折扣Disk cache controller 磁盘高速缓存控制器Downtime 停机时间Duplex (full and half) 双工（全双工或半双工）Echoing 响应Elements of cost 成本要素End-user 最终用户Environment 环境Expert User 专家用户External Target 外部目标Financial year 财政年度First time fix rate 首次修复率Forward Schedule of Changes 变更进度计划表Full cost 全部成本Full Release 全发布Gateway 网关Gradual Recovery 逐步恢复Hard charging 实收费用Hard fault 硬故障Help Desk 帮助台Host 主机Hot stand-by 热支持ICT 信息和通讯技术Identification 标识Immediate Recovery 紧急恢复Impact 影响度Impact analysis 影响分析Impact code 影响代码Impact scenario 影响说明Incident 事故Incident Control 事故控制Indirect cost 间接成本Informed Customer 效益保证人Interface 接口，界面Intermediate Recovery 中期恢复Internal target 内部目标Invocation (of business recoveryplans)（业务恢复计划）启动Invocation (of stand-byarrangements)（支持方案）启动Invocation and recovery phase 启动和恢复阶段IT Accounting IT 核算IT Infrastructure IT 基础架构，IT 基础设施IT Infrastructure Library (ITIL) 信息技术基础架构库IT service IT 服务IT Service Continuity Management IT 服务持续性管理IT service provider IT 服务提供商（方）Key Performance Indicator 关键绩效指标Known Error 知名错误Latency 延迟Life-cycle 生命周期Logical I/O 逻辑输入/输出Marginal Cost 边际成本Maturity level/Milestone 成熟度/里程碑Metric 指标Operational Costs 运作成本Operational Level Agreement (OLA) 运作级别协议（OLA）Opportunity cost (or true cost) 机会成本（或真实成本）Outsourcing 外包Overheads 间接费用Ownership 所有权Page fault 页面中断Paging 页面调度Pain Factor 痛苦指数Percentage utilization 利用率Performance 品质，绩效，性能Phantom line error 虚假线路错误Physical I/O 物理输入/输出Prime cost 主要成本PRINCE2 英国商务部开发的一种项目管理方法Priority 优先级Problem 问题Problem Management 问题管理Procedure 程序Process 流程Process Control 流程控制Program 方案Queuing time 排队时间RAID 冗余阵列磁盘机Reference data 参考数据Release 发布Remote fixes 远程修复Request for change (RFC) 变更请求（RFC）Resolution 决议Resource cost 资源成本Resource profile 资源配置Resources 资源配置Return to normal phase 恢复正常阶段Risk 风险Risk Analysis 风险分析Risk Management 风险管理Risk reduction 风险降低措施Role 角色Security Management 安全管理Security Manager 安全经理Security Officer 安全官Seek time 寻道时间Segregation of duties 职责划分Self-insurance 自我保险Services 服务Service achievement 服务成果Service Catalogue 服务目录Service Delivery 服务提供Service Desk 服务台Service Level 服务级别Service Level Agreement（SLA）服务级别协议Service Level Management（SLM）服务级别管理Service Management 服务管理Service Provider 服务提供商（方）Service quality plan 服务质量计划Service Request 服务请求Services 服务Service Support 服务支持Severity Code 程度代码Simulation Modeling 仿真建模Soft fault 软故障Software Configuration Item（SCI）软件配置项Software Environment 软件环境Software Library 软件库Software Work Unit 软件工作单元Standard Cost 标准成本Standard Costing 标准成本法Stand-by arrangements 备用方案Storage occupancy 存储占用率Super user 超级用户Surcharging 附加费Swapping 交换System 系统Terminal emulation 终端仿真软件Terminal I/O 终端输入/输出Third-party supplier 第三方供应商Threat 威胁Total Cost Of Ownership (TCO) 总体拥有成本Tree structures 树形结构Unabsorbed overhead 未分摊间接费用Underpinning contract 支持合同Unit costs 单位成本Urgency 紧急度User 用户Utility cost centre (UCC) 效用成本中心（UCC）Variance analysis 差异分析Version 版本Version Identifier 版本标识符Virtual memory system 虚拟内存系统Vulnerability 弱点Warm stand-by 暖支持Waterline 底线Work-around 应急措施Workloads 工作量service outages 服务中断Release and Deployment发布与部署risk profile 风险预测Stakeholder 项目干系人。
信息技术常用术语中英文对照表
信息技术常用术语中英文对照表1. 互联网 (Internet)2. 网络安全 (Cybersecurity)3. 云计算 (Cloud Computing)5. 大数据 (Big Data)6. 机器学习 (Machine Learning)7. 物联网 (Internet of Things)8. 虚拟现实 (Virtual Reality)9. 增强现实 (Augmented Reality)10. 数字化转型 (Digital Transformation)11. 数据挖掘 (Data Mining)12. 信息安全 (Information Security)13. 信息技术 (Information Technology)15. 服务器 (Server)16. 客户端 (Client)17. 网络协议 (Network Protocol)18. 软件开发 (Software Development)19. 数据库 (Database)20. 编程语言 (Programming Language)21. 操作系统 (Operating System)22. 硬件 (Hardware)23. 软件 (Software)24. 网络基础设施 (Network Infrastructure)26. 数字营销 (Digital Marketing)27. 网络攻击 (Cyber Attack)28. 数据加密 (Data Encryption)29. 信息架构 (Information Architecture)30. 网络安全漏洞 (Cybersecurity Vulnerability)31. 信息系统 (Information System)32. 网络安全策略 (Cybersecurity Strategy)33. 网络安全意识 (Cybersecurity Awareness)34. 数字化战略 (Digital Strategy)35. 网络安全法规 (Cybersecurity Regulation)36. 信息安全标准 (Information Security Standard)37. 网络安全解决方案 (Cybersecurity Solution)38. 网络安全威胁 (Cybersecurity Threat)39. 信息安全事件 (Information Security Incident)40. 网络安全审计 (Cybersecurity Audit)41. 信息安全风险管理 (Information Security Risk Management)42. 网络安全监控 (Cybersecurity Monitoring)43. 信息安全培训 (Information Security Training)44. 网络安全事件响应 (Cybersecurity Incident Response)45. 信息安全政策 (Information Security Policy)46. 网络安全评估 (Cybersecurity Assessment)47. 信息安全意识提升 (Information Security Awareness)48. 网络安全培训 (Cybersecurity Training)49. 信息安全策略 (Information Security Strategy)50. 网络安全管理体系 (Cybersecurity Management System)信息技术常用术语中英文对照表51. 网络服务 (Network Service)52. 数据传输 (Data Transmission)53. 信息架构 (Information Architecture)54. 信息安全审计 (Information Security Audit)55. 信息安全认证 (Information Security Certification)56. 信息安全管理体系 (Information Security Management System)57. 信息安全策略 (Information Security Strategy)58. 信息安全培训 (Information Security Training)59. 信息安全意识 (Information Security Awareness)60. 信息安全风险管理 (Information Security Risk Management)61. 信息安全事件 (Information Security Incident)62. 信息安全标准 (Information Security Standard)63. 信息安全法规 (Information Security Regulation)64. 信息安全解决方案 (Information Security Solution)65. 信息安全威胁 (Information Security Threat)66. 信息安全监控 (Information Security Monitoring)67. 信息安全评估 (Information Security Assessment)68. 信息安全政策 (Information Security Policy)69. 信息安全审计 (Information Security Audit)70. 信息安全认证 (Information Security Certification)71. 信息安全管理体系 (Information Security Management System)72. 信息安全策略 (Information Security Strategy)73. 信息安全培训 (Information Security Training)74. 信息安全意识 (Information Security Awareness)75. 信息安全风险管理 (Information Security Risk Management)76. 信息安全事件 (Information Security Incident)77. 信息安全标准 (Information Security Standard)78. 信息安全法规 (Information Security Regulation)79. 信息安全解决方案 (Information Security Solution)80. 信息安全威胁 (Information Security Threat)81. 信息安全监控 (Information Security Monitoring)82. 信息安全评估 (Information Security Assessment)83. 信息安全政策 (Information Security Policy)84. 信息安全审计 (Information Security Audit)85. 信息安全认证 (Information Security Certification). 信息安全管理体系 (Information Security Management System)87. 信息安全策略 (Information Security Strategy)88. 信息安全培训 (Information Security Training)89. 信息安全意识 (Information Security Awareness)Management)91. 信息安全事件 (Information Security Incident)92. 信息安全标准 (Information Security Standard)93. 信息安全法规 (Information Security Regulation)94. 信息安全解决方案 (Information Security Solution)95. 信息安全威胁 (Information Security Threat)96. 信息安全监控 (Information Security Monitoring)97. 信息安全评估 (Information Security Assessment)98. 信息安全政策 (Information Security Policy)99. 信息安全审计 (Information Security Audit)100. 信息安全认证 (Information Security Certification)信息技术常用术语中英文对照表51. 网络服务 (Network Service)52. 数据传输 (Data Transmission)53. 信息架构 (Information Architecture)54. 信息安全审计 (Information Security Audit)55. 信息安全认证 (Information Security Certification)56. 信息安全管理体系 (Information Security Management System)57. 信息安全策略 (Information Security Strategy)58. 信息安全培训 (Information Security Training)59. 信息安全意识 (Information Security Awareness)Management)61. 信息安全事件 (Information Security Incident)62. 信息安全标准 (Information Security Standard)63. 信息安全法规 (Information Security Regulation)64. 信息安全解决方案 (Information Security Solution)65. 信息安全威胁 (Information Security Threat)66. 信息安全监控 (Information Security Monitoring)67. 信息安全评估 (Information Security Assessment)68. 信息安全政策 (Information Security Policy)69. 信息安全审计 (Information Security Audit)70. 信息安全认证 (Information Security Certification)71. 信息安全管理体系 (Information Security Management System)72. 信息安全策略 (Information Security Strategy)73. 信息安全培训 (Information Security Training)74. 信息安全意识 (Information Security Awareness)75. 信息安全风险管理 (Information Security Risk Management)76. 信息安全事件 (Information Security Incident)77. 信息安全标准 (Information Security Standard)78. 信息安全法规 (Information Security Regulation)79. 信息安全解决方案 (Information Security Solution)80. 信息安全威胁 (Information Security Threat)81. 信息安全监控 (Information Security Monitoring)82. 信息安全评估 (Information Security Assessment)83. 信息安全政策 (Information Security Policy)84. 信息安全审计 (Information Security Audit)85. 信息安全认证 (Information Security Certification). 信息安全管理体系 (Information Security Management System)87. 信息安全策略 (Information Security Strategy)88. 信息安全培训 (Information Security Training)89. 信息安全意识 (Information Security Awareness)90. 信息安全风险管理 (Information Security Risk Management)91. 信息安全事件 (Information Security Incident)92. 信息安全标准 (Information Security Standard)93. 信息安全法规 (Information Security Regulation)94. 信息安全解决方案 (Information Security Solution)95. 信息安全威胁 (Information Security Threat)96. 信息安全监控 (Information Security Monitoring)97. 信息安全评估 (Information Security Assessment)98. 信息安全政策 (Information Security Policy)99. 信息安全审计 (Information Security Audit)100. 信息安全认证 (Information Security Certification) 101. 数据库管理系统 (Database Management System)102. 编程语言 (Programming Language)103. 硬件 (Hardware)104. 软件 (Software)105. 操作系统 (Operating System) 106. 服务器 (Server)107. 客户端 (Client)108. 网络协议 (Network Protocol) 109. 软件开发 (Software Development) 110. 数据库 (Database)111. 编程语言 (Programming Language) 112. 操作系统 (Operating System) 113. 硬件 (Hardware)114. 软件 (Software)115. 服务器 (Server)116. 客户端 (Client)117. 网络协议 (Network Protocol) 118. 软件开发 (Software Development) 119. 数据库 (Database)120. 编程语言 (Programming Language) 121. 操作系统 (Operating System) 122. 硬件 (Hardware)123. 软件 (Software)124. 服务器 (Server)125. 客户端 (Client)126. 网络协议 (Network Protocol)127. 软件开发 (Software Development) 128. 数据库 (Database)129. 编程语言 (Programming Language) 130. 操作系统 (Operating System) 131. 硬件 (Hardware)132. 软件 (Software)133. 服务器 (Server)134. 客户端 (Client)135. 网络协议 (Network Protocol) 136. 软件开发 (Software Development) 137. 数据库 (Database)138. 编程语言 (Programming Language) 139. 操作系统 (Operating System) 140. 硬件 (Hardware)141. 软件 (Software)142. 服务器 (Server)143. 客户端 (Client)144. 网络协议 (Network Protocol) 145. 软件开发 (Software Development) 146. 数据库 (Database)147. 编程语言 (Programming Language) 148. 操作系统 (Operating System) 149. 硬件 (Hardware)150. 软件 (Software)。
计算机IT产品常用词汇中英文对照表
计算机IT产品常用词汇中英文对照表科技高速发展的今天，从一些IT电子产品的说明书上，你是否看到一些缩写的英文，想了解这些缩写的词汇吗，为大家整理了常见的中英文对照表，供大家查阅学习！Acer--> 宏基公司A/D--> 模拟/数据Address bus--> 地址总线ALT=Alternate--> 转换键/更改/更动ALT=Alteration Switch--> 转换开关AMD=Advanced Micro Devices Inc. --> 高级微设备公司AMI=American Megatrends Inc. --> 美国米格特雷德公司AGP=Accelerated Graphics Port --> 图形加速端口API=Application Program Interface --> 应用程序接口APM=Advanced Power Driver --> 高级动力驱动器ASCII=American Standard Code for Information Interchange 美国信息交换用标准码BIN --> 收集器/二进制BIOS=Basic Input/Output System --> 基本输入输出系统Bit --> 位Block --> 模块BS=Backspace --> 退格键Cache --> 高速缓存CD=Compact Disc --> 致密盘，光盘CGA=Colour Graphic Adapter --> 彩色图形显示器CHCP=Display The Active Code Page Number --> 显示活动模式页码数Chips --> 芯片Clock Freq 时钟频率CMOS=Complementary Metal-Oxide-Semiconductor --> 互补型金属氧化物半导体CN=Connector --> 连接器Columns --> 列Com=Concatenation of Merge Way--> 串行口Control lines --> 控制线Controller --> 控制器Copyright --> 版权CPU=Central Processing Unit --> 中央处理器CRT=Circuits --> 电路CRT=Cathode Ray Tube --> 阴极射线管CTRL=Control --> 控制/控制键Cylinder --> 磁柱面Cyrix--->西列克斯公司DAta Bus --->数据总线Daughterboard--->子板3 -Ds= 3-Dimension studio --->三维绘图工作室DEL=Delete --->删除键DHCP=Dynamic Handle Configrue Processor--->动态配置处理器DM=Disk Manager --->磁盘管理器DMA=Direct Memory Access --->存储器直接存取（访问）DOT=Device Operating Terminal--->设备操作终端DPMI=Data Processing Memory Information--->数据处理内存信息DRAM=Dynamic Random-Access Memory--->动态随机存储器DRV=Drive --->驱动器DSP=Digital Signal Processor --->数字信号处理器EGA=Enhanced Graphic Adapter--->增强型图形显示器EMM=Expanded Memory Management--->扩展内存管理EMS=Expanded Memory System --->扩展内存系统EMS=Expanded Memory Specification --->扩展内存规范Encoded Keyboard --->编码键盘EROM=Erasable Read Only Memory--->可擦除只读存储器ESC=Escape --->退出键/退出系统ESDI=Enhanced Small Device Interface--->增强型小型设备界面（接口）FDD=Floppy Disk Drive --->软驱FPU=Floating Point Unit --->浮点处理器（数学协处理器）GB=Gigabyte --->千兆字节Gold Finger--->金插脚HDD=Hard Disk Light-emitting diode--->硬盘指示灯（发光二极管）Head--->磁头HPM=Hyper-Page-Mode--->超页模式IBM=International Business Machines Corporation--->国际商业机器公司ID=Identifier--->标识符ID=Inside Diameter--->内径IDE=Insede Diameter Enhanced--->内部直径增强接口INS=Insert--->插入行/插入键Intel--->英特尔公司Interleave--->交叉（存取）因子Intersections--->内部结点I/O=Input/Output---->输入输出IRC=Interrupt Controller--->中断控制IRQ=Interrupt Require --->中断请求Joysticks--->操纵杆JP(Jumper)--->跳线JCP=Jumper Channel Port--->跳通道线端KB=Kilobytes--->千字节KB=Keyboard--->键盘Land Zone Cylinder--->焊盘存储区磁柱面LASER=Light Amplification By Stimulation Emission Of Eadiation--->激光/镭射LPT=Line Parrallel Tandem--->并行口Mainboard--->主板MAP=Microprocessor Application Project--->微处理机应用计划/ 整理Master Clock--->主时钟MCI=Media Control Interface--->媒体控制接口MIDI=Musecal Instrument Digital Interface--->乐器数字接口Modem=Modulator and Demodulator--->调制解调器Motherboard--->母板MPU=Micro-Processor(Processing) Unit--->微处理器MS=Microsoft---->微软MS=Memory System/Main Storage--->内存/主存NMOS=Negative Metal-Oxide-Semiconductor--->阴极金属氧化物半导体NT=New Technology--->新技术NTAS=New Technology Advanced Server--->新技术超级服务器NTFS=New Technology File System--->新科技文件系统PC=Private Compatible Machine--->个人兼容机PCI=Peripheral Component Interconnect--->外围元件互连PDI=Program Device Information--->程序设备信息PDQ=Parrallel Data Query--->并行数据查询Peripherals--->外设PgDn=Page Down--->向下翻页PgUp=Page Up--->向上翻页Pins--->插脚PMOS=Positive Metal-Oxide-Semiconductor--->阳极金属氧化物半导体Power--->电源Precompensation Cylinder--->预补偿磁柱面Printer--->打印机/打印PROM=Programmable Read Only Memory--->可编程序只读存储器RAM=Random-Access Memory--->随机存储器/内存RBS=Remote Boot Service--->远程引导（启动）服务Regulator--->调整器Reset--->复位/复位键REV.=Revision--->版本号RISC=Reduced Instruction Set Computer--->精减指令集计算机系统ROM=Read Only Memory--->只读存储器Rows--->行RTC=Real Time Clock--->实时钟SB=Sound Blaster--->有声装置/声卡SCSI=Small Computer System Interface--->小型计算机系统界面（接口）Sector--->扇区Selector--->选择器SFT=Shifter--->换档键SIMM（Single-In-Line Memory Modules）--->单列直插式内存模块SL=Slot--->插槽SMM(System Management Mode)--->系统管理模式SPK=Speaker--->喇叭SRAM(System Random Access Memory)--->系统随机访问存储器SW=Switch--->开关SYS=System--->系统Tag RAM--->标记随机存储器TM=Trade Mark--->商标Track--->磁道UPS=Uninterruptible Power System--->连续供电电源系统UPS=Uninterruptible Power Supply--->不间断供电电源VB=Vision Blaster--->视霸卡VCC=Volt Current Condenser--->电源电位Video Display Generator--->视频显示器VGA=Video Graphic Adapter--->视频图形显示器。
ITIL_2009_V3_Qualification_US(英文版)
ITIL Service Management Practices Contents1. Scope and purpose of document 3 1.1. Synopsis 31.2. Suggested reading 32. ITIL Overview 3 2.1. What is ITIL? 3 2.2. What does ‘official scheme’ mean? 32.3. Who is involved in the official scheme? 33. About OGC 34. About APM Group 65. About the ITIL Qualifications Board 6 5.1. Functions 65.2. Working practices 66. About Examination Institutes (EIs) 77. About Accredited Training Organizations 77.1. About ATO Affiliates 78. About the ITIL user forum 79. About ITIL V3 Examinations 8 9.1. Overview 8 9.1.1. Syllabuses 8 9.1.2. Examination questions 89.1.3. Examination format 810. The ITIL V3 Qualifications Scheme 8 10.1. Overview 8 10.2. Design 8 10.3. Scheme Structure 8 10.4. Foundation level 9 10.4.1. Target Group 9 10.4.2. Format of the ITIL Foundation Certificatein IT Service Management Exam 9 10.5. Intermediate Level 9 10.5.1. Target Group 9 10.5.2. Service Lifecycle Modules 10 10.5.3. Service Capability modules 10 10.6. Managing Across the Lifecycle 11 10.6.1. Format of the Managing Acrossthe Lifecycle Module 1110.7. ITIL Expert in IT Service ManagementCertification 1210.8. ITIL Master Level (In Development) 1211. V3 Qualifications Scheme Credit System 13 11.1. Credit values 13 11.2. Pre-requisites 13 11.2.1. Foundation level 13 11.2.2. Service Lifecycle Modules 13 11.2.3. Service Capability Modules 13 11.2.4. Managing Across the Lifecycle Module 13 11.2.5. ITIL Master Level Qualification 13 11.3. Selecting Modules to Achieve ITIL ExpertCertification 13 12. Bridging From Existing V1 or V2 Certifications 14 12.1. Credit values for existing certifications 15 12.2. V2 to V3 Bridging options 15 12.2.1. Foundation level 15 12.3. V2 Practitioner level 16 12.4. V1 or V2 Service Manager 16 12.4.1. Target Group 16 12.4.2. Entry Criteria 1612.4.3. Format of the V3 Managers Bridge Module 1613. Credit Administration Policy 1713.1 Credit Exemptions 1814. What qualifications are available? 18 14.1. Generic examination rules 18 14.1.1. Examination provision 18 14.2. Competition 1814.3. Appeals and complaints 1915. Examination translation 1916. What happens to candidates holdingcurrent ITIL qualifications? 1917. Glossary of Terms 1918. Contact Details 20The OGC logo ® is a Registered Trade Mark of the Officeof Government Commerce.PRINCE2® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.IT Infrastructure Library ® is a Registered Trade Markof the Office of Government Commerce.The Swirl logo ™ is a Trade Mark of the Officeof Government Commerce.ITIL Service Management Practices1. Scope and purpose of document1.1 SynopsisThe purpose of this document is to inform all parties interested in ITIL qualifications of the rules and guidelines of the official ITIL qualification scheme.The document will outline the roles and responsibilities of all official parties within the ITIL Version 3 qualification scheme as well as the overarching principles and guidelines of the scheme.1.2 Suggested readingPotential examination candidates are advised to read sections 4, 6, 7, 9, 10, 11, 12, 13, 14 and 15 of this document.Training providers who are interested in becoming officially recognized within the qualification scheme are advised toread sections 9, 10, 11 and 12 of this document and the ITIL Accredited Training Organisation (ATO) Scheme Brochure.Examination Institutes seeking approval to administer the ITIL qualification scheme are advised to read this entire document and the ITIL Examination Institute Scheme Brochure.2. ITIL Overview2.1. What is ITIL?ITIL is Best Practice IT Service Management which is used by many organizations around the world. A whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting certification and qualification scheme. The ethos behind the development of ITIL is the recognition that organizations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for reliable, high-quality IT services.ITIL provides the foundation for quality IT Service Management through documented, proven processes that cover the entire Service Lifecycle. It is easy for organizations to learn, tailor and implement to suit their environment.The widespread adoption of the ITIL guidance has encouraged organizations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared ‘ITIL Philosophy’. The ITIL publications and supporting schemes are kept up to date with current best practice and changes within the marketplace through a regular review cycle to update content in collaboration with a wide range of international users and stakeholders in the IT service management community. ITIL Version 3 was formally released on 5th June 2007.ITIL is aligned with various international quality standards including international standard ISO/IEC 20000 (IT Service Management Code of Practice).2.2. What does ‘official scheme’ mean?The term “software scheme” refers to tThe term ‘official scheme’ refers to the rules documented in this brochure forthe administration of the ITIL qualification scheme recognized and endorsed by Office of Government Commerce (OGC),their Official Accreditor for ITIL (APM Group), and all licensed Examination Institutes (details of which can be found at www. /ExaminationInstitutes/ExamInstitutes. asp). This is the only ITIL qualification scheme sanctioned by OGC, owners of ITIL, and administered by APM Group, OGC’s Official Accreditor for ITIL.There are many organizations claiming to offer ITIL qualifications and many publications claiming to be part of the official ITILset which are not approved or recognized under the licensing scheme run by the Official Accreditor or published by The Stationery Office (TSO) the official Publisher on behalf of OGC.This document outlines the roles of the organizations within the scheme and the rules of the scheme, with contact details and reference points for anyone wishing to check if a company is operating within the scheme.Candidates are urged to ensure that when buying training or consulting services within the ITIL arena, they check that the organization delivering the service is recognized within the scheme (see section 7). Any organizations delivering services that are not accredited through one of the scheme partners may be operating illegally.Training/consulting providers are urged to ensure they secure appropriate recognition from a recognized scheme member before delivering services within the ITIL arena. Deliveryof services without such approval may be in breach of the Intellectual Property Rights subsisting in ITIL and may result in legal action being taken.2.3. Who is involved in the official scheme?In 2006, OGC completed a re-tendering process to run ITIL accreditation services and the qualifications scheme, following which The APM Group became the Official Accreditor for ITIL. This has changed (effective as of 1st January 2007)the governance structure around the delivery of the ITIL qualifications and certification scheme which are shown on the diagram below. The roles of each body within the diagram are explained in full throughout sections 3 – 8 of this brochure. 3. About OGCITIL was originally developed by the UK government organization CCTA (Central Computer and Telecommunications Agency) which in 2000 was merged into the Office of Government Commerce (OGC) an office of HM Treasury.OGC are the owners of several best practice products and are committed to maintaining and improving the guidance, working with organizations internationally to develop and share business and practitioner guidance within a world-class best practice framework.OGC have now established collaborative partnerships with two organizations to provide support for their ITIL portfolio. As the Official Accreditor APM Group provides accreditation services related to training, registration and the examination scheme. The Stationery Office (TSO) is the official publisher of all official ITIL library books. For further information on TSO please visit their website at OGC retain the rights to all Intellectual Property subsisting in ITILITIL Service Management PracticesITIL Service Management PracticesITIL Service Management Practicesthough permit APM Group to use this within certain contextson the ITIL work. Their predominant role in the official schemeis one of ownership and stewardship of the ITIL library content and qualifications. APM Group chair the Qualifications Board (the steering committee made up of representatives from the community who make decisions about qualification policy) and ensure decisions made are to the benefit of both ITIL and users alike. OGC are responsible for initiating the consultation and update process to the official publications library, though they may outsource the management of this project to TSO.4. About APM GroupAPM Group are an international professional accreditation and certification body which is accredited to international standards by UKAS (United Kingdom Accreditation Service) which ensures the effectiveness, impartiality and quality of APM Group scheme administration services.APM Group run a wide variety of schemes throughout the professional disciplines such as Project Management and Change Management. APM Group have worked with OGC and their Best Practice Portfolio since 1996, successfully helping to make products such as PRINCE2™ an international standard. On 20th July 2006, APM Group also became OGC’s Official Accreditorfor ITIL and as of 1st January 2007 have been responsible for the monitoring and promotion of the official scheme for Examination Institutes, training, consulting and qualifications.Within their role as the Official ITIL Accreditor, APM Group are responsible for setting the standards and syllabuses throughout the market which any delivering Examination Institute (EI)must adhere to as well as creating, maintaining and delivering the ITIL qualifications themselves. APM Group also promotesthe awareness of the ITIL official scheme through a variety of international marketing activities, often in conjunction with OGC, TSO and itSMFI, and is responsible for the successful operation of the ITIL Qualifications Board, further explained within section 5 of this brochure.APM Group are also responsible for the accreditation and monitoring of any EI applying to the official scheme to run ITIL qualifications and to accredit training organizations.In addition to ensuring the continuation of the official scheme, APM Group are also assisting OGC in protecting the IPR of ITIL, through the issue of agreed licenses on behalf of OGC to allow those training and consulting organisations approved through an EI to use the associated ITIL IP.5. About the ITIL QualificationsBoardAs the Official Accreditor, APM Group are responsible for running the ITIL Qualifications Board.The Board includes representatives from all interested parties within the community from around the world. Members ofthe Board include (though are not limited to) representatives from OGC, APM Group, TSO, V3 Examination Panel, EIs and itSMF International as the internationally recognized forum for IT Service Management professionals.The Qualifications Board act as a steering committee for the official scheme, ratifying any decisions made relating to those which are accredited, as well as changes to standards and syllabuses proposed by APM Group as the Official Accreditor. The Board will also be available to consider any complaints escalated to this forum regarding any accredited member of the official scheme and to advise on an appropriate course of action in relation to that complaint, leading ultimately to suspension or withdrawal of accreditation.The Board operates in accordance with the following terms of reference:5.1. FunctionsThe main functions of the ITIL Qualifications Board are to:• Provide advice on the certification of training organizations, individual trainers and examination candidates• Provide advice on the technical basis for granting certification (qualifications) i.e. the standards for certification set in accordance with the ITIL framework• Safeguard impartiality on the part of APM Group in its certificating activities• Consider appeals by candidates against results awarded for the ITIL Qualifications after the EIs appeals procedures have been exhausted• Provide advice on the criteria for appointment of suitably qualified Assessors contracted by each EI for the purpose of evaluating trainers and training courses delivered by ATOs• Provide advice on the criteria for appointment of suitably qualified Examiners contracted by each EI for the purpose of setting, marking and reviewing Examinations• In conjunction with APM Group, appoint a Chief Examiner and review such appointment on a regular basis• Request, receive and consider reports from the ITIL Examination Panel at occasional intervals, as may be appropriate to the working of the ITIL Qualifications Board • Monitor the growth and success of the qualifications and provide advice accordingly.5.2. Working practicesThe working practices of the ITIL Qualifications Board are as follows:• Meetings will take place at least four times each year• Any five members of the ITIL Qualifications Board will constitute a quorum as long as there is a representative from APM Group present and OGC or TSO• A Chairman will be elected from those present in the absence of the Chairman and the Deputy Chairman• APM Group are responsible for convening meetings, the circulation of ITIL Qualifications Board papers and drafting of minutes. Qualifications Board members will be consulted on agenda items prior to the meeting. Agenda items will only be added if accompanied by a supporting paper• Full minutes of each meeting will be taken and distributed by APM Group to the full ITIL Qualifications Board for comment within ten working days. A sanitised version of the ITIL Qualifications Board meeting minutes will be produced by APM Group for distribution outside of the Qualifications Board • In the event of disagreement, decisions can be reached by voting. Each member of the ITIL Qualifications Board has aITIL Service Management Practicessingle vote and the views of the majority will prevail. If an organization is represented by more than one person, that will be limited to one vote. The Chairman can use an additional casting vote only in extremis if warranted by the situation• In any instance where a decision of the ITIL Qualifications Board is reached through a voting process, the number of votes cast “for” and “against” will be recorded• At least one physical meeting for the whole Board will be convened annually, preferably alongside one of the major itSMFI conferences where possible, and agreed by the majority 6. About ExaminationInstitutes (EIs)APM Group as the Official Accreditor is authorized to license EIs to administer ITIL qualification and accreditation activities. APM Group will also use their international offices to act as an EI to deliver the scheme to the market place in the form of training and consulting accreditation and the delivery of qualifications.All organizations approved by APM Group as EIs will be audited by independent auditors appointed by APM Group in accordance with the principles of international best practice standards. APM Group will also submit their EI to this audit process. If the systems used by the applicant organizations are found to be in line with these guidelines, they will be granted permission to administer the official scheme for ITIL accreditation and qualifications and will also be offered a place on the Qualifications Board.Under the contracts signed with APM Group, EIs are not permitted to complete any of the following activities:• Amend approved ITIL syllabuses• Develop their own ITIL qualifications• Develop products which may be perceived by the market as competition to those within the official ITIL scheme• Offer training or consulting in ITIL in competition with those organizations they approve to do this• Make any amendments to the pass mark agreed by the Qualification Board• Authorize the use of intellectual property and/or issue trademark licenses to their approved organizations directly • Outsource the running of their ITIL activities to any third party, except where delivery agents are appointed and have been agreed with the Official Accreditor• Sub-license or grant any rights associated with the use of OGC Trade Marks, Crown copyright or other ITIL related intellectual propertyUnder the contracts signed with APM Group, EIs are allowed to complete the following activities:• Approve training organizations through the standards and mechanisms audited and agreed by APM Group• Administer examinations via those organizations they have approved using the standards and mechanisms agreed by APM Group.Any EI can operate internationally.Further information about becoming an EI can be found in ITIL V3 Examination Institute Scheme Brochure. 7. About Accredited Training OrganizationsAccredited Training Organizations (ATOs) sometimes known as Accredited Course Providers (ACPs) are companies who have been assessed and approved by an EI to run officially accredited training courses and administer examinations in ITIL.As part of their assessment these accredited organizations must submit:• Their QMS (Quality Management Systems) detailing their processes for administration of the training courses and examinations• The course material they utilize during training ITIL candidates for the examinations and• Their trainers for assessment by an EIFollowing approval by an EI, ATOs are granted a licence by APM Group as the Official Accreditor to use the relevant OGC owned IP relating to ITIL.ATOs may also be recognised by other Licensed Examination Institutes who operate an ATO Accreditation Recognition Scheme. For more information, please contact one of the EIs.A full list of EIs can be found at / ExaminationInstitutes/ExamInstitutes.asp7.1. About ATO AffiliatesAn Affiliate is a training organisation who enters into a commercial arrangement with an ATO, to enable the ATO to work in different countries or in different regions of their own country through a third party agreement.Under the ITIL scheme, affiliates must adhere to the following conditions:-• Affiliates must work in accordance with the Quality Management System that the ATO uses and has been approved by the EI. In cases where they do not use this then their Quality Management System will have to be approved by the EI• Affiliates must use training material as approved by the EI used by the ATO• All Trainers working on behalf of the affiliate must be assessed by the EI to the same standard as the Trainers working for the ATO• Affiliates must market courses in the name of the ATO• Affiliates will be subject to spot checking and audit by theEI in the same way that the ATO would be subject to audit • Affiliates can only use ITIL IP in the material that it is sub-licensed to use by the ATO and, in advertising, must clearly state that they are an affiliate of the ATO who is accredited and licensed to use the IP• Affiliates cannot use the Accredited by (EI) logo. An appropriate logo can be provided by the Accreditor that can be used by affiliates, who must sign a direct licence for the use of ITIL associated IP with the Accreditor.8. About the ITIL user forumitSMF International is the internationally recognized forum forIT Service Management professionals. With chapters in overITIL Service Management Practices50 countries, they are able to provide local support to those individuals and organizations using and implementing ITILwhile adhering to the over-arching guidelines from the central international group.itSMF International are recognized as an integral part of the ITIL community and as such are a collaborative partner to the ITIL Official Scheme and participate in the Qualifications Board.9. About ITIL V3 Examinations9.1. OverviewThe ITIL core publications were last updated and released on 5th June 2007. This release has been referred to as Version 3 and along with the appointment of the Official Accreditor in July 2006, has led to changes in the ITIL Qualification structure, as well as the administration of the ITIL official qualification scheme. With the introduction of the new examinations, APM Groupas the Official Accreditor has made some changes to the qualification scheme.The sections below highlight the main changes in the Version 3 qualifications:-9.1.1. SyllabusesAPM Group develops and maintains all the ITIL syllabuses for use by all Examination Institutes (EIs). EIs are not permitted to amend or develop ITIL syllabuses or qualifications. APM Group havean international group of ITIL experts to produce, update and maintain the syllabuses for all ITIL qualifications.These syllabuses are subject to sign off by the ITIL Qualifications Board and will then be released for use by any EI that is approved to run the official ITIL qualifications.9.1.2. Examination questionsAPM Group use the same group of international ITIL experts that develop the syllabuses to lead on the creation of ITIL examination questions. APM Group maintain and update these questions on a frequent basis in the light of the feedback received from ATOs and candidates.APM Group are responsible for the official examination questions and license them to EIs approved to run the official scheme.9.1.3. Examination formatDue to the changes in the structure of the core ITIL library, the style and format of the qualification levels and papers havealso changed. The changes have been made to harmonizethe qualifications available through the EIs to ensure an equal standard of competency, as well as better reflect the Lifecycle based structure of Version 3.10. The ITIL V3 Qualifications Scheme10.1. OverviewThe purpose of the ITIL V3 Qualifications Scheme is to ensure that relevant and timely certifications are available to support the formalized learning requirements of individuals and organizations related to the ITIL Service Management Practices.The design principles of the scheme specify that every accredited qualification must:• offer certifications that are of value to the career objectives of the student• offer flexibility in how they can be delivered• provide knowledge that meets the stated learning objectives and competency outcomes• align to Blooms Taxonomy levels of abstraction for setting examination questions against the syllabus• contribute to the maturity of ITSM professionalism• be responsive to evolving market demand• provide a transitional upgrading strategy and supporting certifications for those wishing to enhance existing certifications to the V3 model, and those mid-stream wishing to complete certification under the V3 scheme.10.2. DesignThe V3 Qualifications Scheme is aligned to the construct ofthe ITIL Service Management Practices core guidance. The V3 core guidance has expanded upon the former ITIL guidance by including broader ITSM practices. The result is an increase in scope, breadth and depth of the syllabuses.The basic design incorporates a modular structure for certification to provide flexibility in the customer selection and the use of a credit system to achieve Expert certification in ITSM and also to support innovative delivery mechanisms by the ATO community.10.3. Scheme StructureThe Qualifications Scheme is based on content of the ITIL Service Management Practices publications. The Qualifications Board has approved the curriculum in this scheme which includes the following subject areas and elements of the ITIL Practices: Strategy Generation Release and DeploymentManagementDemand Management Service Validation and Testing Portfolio Management Evaluation Management Financial Management Knowledge Management Service Catalogue Management Event ManagementService Level Management Incident Management Availability Management Request FulfilmentCapacity Management Problem Management Service Continuity Management Access Management Information SecurityManagement Operations Management Supplier Management Service Measurement Transition Planning and Support Service ReportingChange Management Service ImprovementService Asset and Configuration Technology Management ManagementRisk Management Application Management Service Desk Monitoring and ControlIT Operations Management Technology ConsiderationsOrganizational ConsiderationsITIL Service Management Practices The subject areas have been grouped into a variety ofcombinations which cover the ITIL Service Management practice Lifecycle and Capability elements and are organized into three levels of certification in the scheme.10.4. Foundation levelThis entrance level offers a general awareness of the Service Lifecycle and the key elements within. Learning objectives and competencies are focused on an understanding of the overall linkages between the stages in the Lifecycle, the processes used and their contribution to Service Management practices.The purpose of the ITIL Foundation Certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.The ITIL Foundation Certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance.Upon successful completion of the education and examination components related to this certification, candidates can expect to gain knowledge and understanding in the following:• Service Management as a practice (Comprehension)• Service Lifecycle (Comprehension)• Key Principles and Models (Comprehension)• Generic Concepts (Awareness)• Selected Processes (Awareness)• Selected Roles (Awareness)• Selected Functions (Awareness)• Technology and Architecture (Awareness)• ITIL Qualifications Scheme (Awareness)10.4.1. Target GroupThe target group of the ITIL Foundation Certificate in IT Service Management is drawn from:• Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization• IT professionals who are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programmeThe Foundation examination utilizes Bloom’s level 1 and 2 Taxonomy and tests candidates in their ability to understandthe basic concepts, describe them and demonstrate basic comprehension of the ITIL practices.10.4.2. Format of the ITIL Foundation Certificate in IT Service Management ExamModule 2Credit ValuePersonal Study No recommendations for Personal Study Course At least 18 hours of instruction with an ATO Duration or the accredited equivalent via an e-learningprovider based on the latest syllabus version,as part of a formal, approved training course Exam Type Multiple choice, 40 questionsExam Duration 60 minutes. Candidates sitting theexamination in a language other thantheir native language have a maximum of75 minutes and are allowed the use of adictionaryPrerequisites Accredited Foundation training is stronglyrecommended but not a prerequisite Supervised YesOpen Book NoPass Score 65%DistinctionScore NoneMarkingMethod Classic Multiple choice:Only one option can be correct and will beawarded a mark. The remaining 3 distractersare awarded no marksDelivery Examination can be online or Paper Basedfrom an ATO or directly via an ExaminationInstitutes Public Exam SchemeClass size Maximum ratio of 25 students to one trainer 10.5. Intermediate LevelThe Intermediate Level is a dual stream modular certification series, each with a set of certifications and a normalization certification.The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself, theuse of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.The Service Capability series will be of interest to candidates who wish to be certified in a deep level understanding ofV3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum; however the primary focus is the process activities, execution and use throughout the Service Lifecycle.10. .1. Target Group• Individuals who require a deeper understanding of the ITIL Service Management Practice elements of the ITIL Service Lifecycle and how they may be implemented to enhance the quality of IT service management within an organization• IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking a deeper understanding of the functions and processes of the ITIL Service Lifecycle• Individuals seeking the ITIL Expert level certification in ITIL Service Management for which these are prerequisite modules • Individuals seeking progress towards the ITIL Master standing in IT Service Management for which the ITIL Expert certification is a prerequisite。
ITILv3术语中英文对照表
如有你有帮助，请购买下载，谢谢！翰纬 IT 管理研究咨询中心助您实现卓越的 IT 运营。
翰纬 IT 管理研究咨询中心ITIL v3 术语中英文对照表翰纬 IT 管理研究咨询中心 地 址：上海市张江高科毕升路 289 弄 8 号 101 电 话：021 3393 2855/2856/2849 传 真：021 3393 2850 邮 编：201 204 电 邮： 网 址：版权声明和保密须知 本文件中出现的任何文字叙述、文档格式、插图、照片、方法、过程等内容，除另有特别注明，版权均属上海翰纬信息管理 咨询有限公司所有，受到有关产权及版权法保护。
任何单位和个人未经上海翰纬信息管理咨询有限公司的书面授权许可，不 得复制或引用本文件的任何片断，无论通过电子形式或非电子形式。
Copyright © 2008 上海翰纬信息管理咨询有限公司 版权所有文档信息项目名称： 《中国 IT 服务管理指南》(第二版)开发 项目经理： 刘亿舟 文档名称： ITIL v3 术语中英文对照表 文档起草人： 陈宏峰 当前版本编号： V1.50 相关文档：项目编号： SSO P-ITSMGuide2 项目阶段： 文档编号： 起草日期： 2007-04-01 版本日期： 2008-07-24分发名单来自 From 左天祖日期 08/07/24电话/传真/Email给 To 《指南 2》主编、编委 《指南 2》项目管理办公室行 动* 评审 存档截止日期电话/传真/Email*：行动类别：批准，复审，通知，存档，修改，其它（请指明）版本记录1页版本号 V1.0 V1.50版本日期 07/04/01 08/07/24修改者 陈宏峰 左天祖说明 初始版本，供评审 《指南 2》版本，待评审如有你有帮助，请购买下载，谢谢！文件名翰纬 ITIL v3 术语中英文对照表编号 1 2 3 4 5 6 7 8 9 10 11 1213 14 15 16 17 1819 20 21 22 23 24 25 26 27 28 29英文术语名中文术语名备注模块Acceptance Access Management Account Manager Accounting Accredited Active Monitoring Activity Agreed Service Time Agreement Alert Analytical Modeling ApplicationApplication Management Application Portfolio Application Service Provider Application Sizing Architecture AssemblyAssessmentAssetAsset ManagementAsset RegisterAttributeAuditAuthority MatrixAutomatic Call DistributionAvailabilityAvailability ManagementAvailabilityManagement验收 访问管理 客户经理 核算 认可，认证 主动监控 活动 约定服务时间 协议 告警 分析性模拟 应用程序应用管理 应用组合 应用服务提供商 应用选型 架构 合成配置项评估 资产 资产管理 资产登记 属性 审计 权限矩阵 自动呼叫分发（系统） 可用性 可用性管理 可用性管理信息系统SD ST SS SS SO SO SS SD SS SS SS Application 单独出现，应该翻译为“应用程序”。
ITIL术语中英文对照表
SD
计算机电话集成（系
SO
统）
并发
SD
机密性
SD
配置
SS
配置基线
SD
配置控制
SD
配置识别
SD
配置项
SD
配置管理
SS
配置管理数据库
SS
配置管理系统
SS
配置记录
STual Service Improvement
114 Continual Service Improvement Plan
115 Continuous Availability 116 Continuous Operation 117 Contract 118 Contract Portfolio 119 Control 120 Control Objectives for
业务连续性计划 业务客户 业务影响分析 业务目标 业务运营 业务管理
53 Business Process
业务流程
54 Business Relationship Management
业务关系管理
55 Business Service
业务服务
56 Business Service Management 业务服务管理
Information and related Technology 121 Control perspective 122 Core service 123 Core service package 124 Cost 125 Cost Benefit Analysis 126 Cost Centre 127 Cost Effectiveness 128 Cost Element 129 Cost Management 130 Cost Type 131 Cost Unit 132 Countermeasure 133 Course corrections 134 Crisis Management 135 Critical Success Factor 136 Culture 137 Customer 138 Customer Portfolio 139 Dashboard 140 Data-to-Information-toKnowledge-to-Wisdom 141 Definitive Media Library 142 Deliverable 143 Demand Management 144 Deming Cycle 145 Dependency 146 Deployment 147 Depreciation 148 Design 149 Detection 150 Development 151 Development Environment 152 Diagnosis 153 Diagnostic Script 154 Differential Charging 155 Direct cost 156 Directory service
ITIL_V3_服务策略
ITIL 版本3 服务策略免责声明： 一、本文档不对其中包含或引用的信息的准确性、可靠性或完整性提供任何明示或暗示的保证。
对于任何因直接或间接采用本文档提供的信息造成的损失，均不承担责任。
如因使用本文档出现法律责任，使用者应自行承担全部责任。
二、本文档标明文章的出处，并保留文章在原来媒体上的署名形式和版权声明，但本文档对转载本文档的版权归属和权利瑕疵情况不承担核实责任。
三、本免责声明以及其修改权、更新权及最终解释权均属作者所有。
文档说明：t i ng se a@h ot ma il .co·服务战略 ·服务设计 ·服务转换 ·服务运营·持续性服务改进t i ng se a@h ot ma il .co m目 录序……………………………………………………………………………………………英国政府商务办公室（OGC ）序 首席架构师序前言…………………………………………………………………………………………联系信息致谢…………………………………………………………………………………………首席架构师及作者 ITIL 创作组 指导者 更多贡献ITIL 顾问团 评论者第1章介绍……………………………………………………………………………… 1.1 概述1.2 背景1.2.1 信息技术和服务 1.2.2 出版领域的最佳实践 1.2.3 ITIL 和服务管理的最佳实践1.2.3.1 服务策略 1.2.3.2 服务设计 1.2.3.3 服务转换 1.2.3.4 服务运营1.2.3.5持续性服务改进1.3 意图 1.4 被预期使用 1.4.1 一些警告第2章作为实践的服务管理2.1 什么是服务管理？2.2 什么是服务？2.2.1 价值主张 2.2.2 价值组成2.3 业务流程 2.4 服务管理相关原则2.4.1 专门化（specialization ）和协作化（coordination ） 2.4.2 代理原则2.4.3 包装（Encapsulation ）2.4.3.1 利害分离（separation of concerns ） 2.4.3.2 模块化2.4.3.3 松耦合（loose coupling ） 2.4.4 系统化相关原则2.4.4.1开环和闭环型的控制流程t i ng se a@h ot ma il .co m2.4.4.2反馈和学习2.5 服务生命周期生命周期2.5.1 生命周期和系统化思维 2.6 贯穿生命周期的职能和流程2.6.1 功能 2.6.2 流程2.6.3 贯穿生命周期的特殊化和协同第3章服务战略相关原理 3.1 价值确立3.1.1 关注差距 3.1.2 营销观念 3.1.3 服务价值取向 3.1.4 传递效用3.1.4.1 支持成果方面3.1.4.2 拥有成本和风险规避方面3.1.5 传递保证3.1.5.1 可用性 3.1.5.2 能力 3.1.5.3 持续性 3.1.5.4安全性 3.1.6 效用与保证的协同作用3.2 服务资产3.2.1 资源和能力3.2.2 业务单元和服务单元3.2.2.1 业务单元 3.2.2.2服务单元 3.3 服务提供者类型3.3.1 类型1（内部服务提供者） 3.3.2 类型2（共享型服务单元） 3.3.3 类型3（外部服务提供者） 3.3.4 消费者如何在三种类型中选择？ 3.3.5 任职（incumbency ）相关优势 3.4 服务结构3.4.1 从价值链到价值网络 3.4.2 服务系统 3.5 服务战略基本原理3.5.1 战略基础方面3.5.1.1政府和非盈利组织3.5.2 战略的"四P" 3.5.3 战略作为视角 3.5.4 战略作为定位3.5.4.1基于变化的定位t i ng se a@h ot ma il .co m3.5.4.2 基于需求的定位 3.5.4.3基于访问的定位3.5.4 战略作为计划 3.5.5 战略作为模式第4章服务战略 4.1 定义市场4.1.1 服务和战略 4.1.2 了解消费者 4.1.3 了解时机 4.1.4 分类和形象化 4.2 开发offerings4.2.1 市场空间4.2.2 基于结果的服务定义 4.2.3 服务投资组合，传递和目录4.2.3.1 服务目录 4.2.3.2 服务传递 4.2.3.3 服务退役 4.2.3.4服务转换角色4.3 开发战略资产4.3.1 服务管理作为闭环控制系统 4.3.2 服务管理作为战略资产4.3.2.1 增长潜在服务 4.3.2.2 增长潜能 4.3.2.3需求，能力和成本 4.4 准备执行4.4.1 战略评估 4.4.2 设定目标4.4.3 用消费者结果来调整（aligning ）服务资产 4.4.4 定义关键成功因素4.4.5 关键成功因素和竞争力分析 4.4.6 投资优先级区分 4.4.7 探索潜在业务4.4.8 与消费者需求融合（alignment ） 4.4.9 扩张与成长 4.4.10市场空间差异第5章服务经济学5.1 财务管理5.1.1 财务管理的企业价值和收益 5.1.2 概念，输入和输出5.1.2.1 服务评估 5.1.2.2 需求建模 5.1.2.3 服务投资组合管理 5.1.2.4 服务供应最佳化 5.1.2.5规划信心（confidence ） t i ng se a@h ot ma il .co m5.1.2.7 会计核算 5.1.2.8 遵从 5.1.2.9 可变活动成本 5.1.3 方法，模型，活动和技术5.1.3.1 服务评估5.1.3.2 服务供应模型和分析 5.1.3.3 可供选择资金模型 5.1.3.4 业务影响度分析5.1.4 财务管理决策5.1.4.1 成本回收，价值中心或核算中心？ 5.1.4.2 退款：付费或不付费 5.1.4.3财务管理实施清单第1步－计划 第2步－分析 第3步－设计 第4步－实施第5步－度量5.2 投资回报率5.2.1 业务案例5.2.1.1 业务目标 5.2.1.2 业务影响度 5.2.2 预先编制投资回报率（ROI ）5.2.2.1 筛选结果（Screening decisions ）（NPV ）5.2.2.2 优选结果（Preference decisions ）（IRR ）5.2.3 事后编制投资回报率（ROI ）5.2.3.1 编制目标 5.2.3.2 数据收集5.2.3.3 隔离程序影响 5.2.3.4 数据到货币的转换 5.2.3.5 确定程序成本5.2.3.6 计算投资回报率（ROI ）5.2.3.7识别定性收益（identify qualitative benefits ）5.3 服务投资组合管理5.3.1 业务服务和IT 服务5.3.1.1 IT 服务管理 5.3.1.2 业务服务管理5.4 服务投资组合管理方法5.4.1 定义5.4.1.1 选择（期权）空间工具（The Option space tool ） 5.4.2 分析5.4.2.1 选择期权（selecting options ）5.4.3 批准5.4.4 签订合约（charter ）t i ng se a@h ot ma il .co m5.5 需求管理5.5.1 管理服务需求的挑战 5.5.2 基于活动的需求管理5.5.3 业务活动模式和用户特征（profiles ） 5.5.4 服务包5.5.4.1 核心服务和支持的服务 5.5.4.2 开发差异化产品或服务 5.5.4.3 服务级别包 5.5.4.4 核心服务包的优势 5.5.4.5分割（成多个部分） 第6章战略和组织 6.1 组织发展6.1.1 阶段1：网络 6.1.2 阶段2：指导 6.1.3 阶段3：授权 6.1.4 阶段4：协调 6.1.5 阶段5：协作 6.1.6 对一个结构作出决定 6.1.7 组织变更 6.2 组织分部门组织经营法 6.3 组织设计 6.4 组织文化6.5 发包（sourcing ）战略6.5.1 决定发包（sourcing ）是什么 6.5.2 发包（Sourcing ）结构 6.5.3 多卖主发包（sourcing ） 6.5.4 服务提供者借口 6.5.5 发包（Sourcing ）治理6.5.6 关键成功因素6.5.7 发包（Sourcing ）角色和职责第7章战略，战术和运营 7.1 通过生命周期来实施 7.1.1 自上而下 7.2 战略和设计7.2.1 服务模型 7.2.2 结果驱动设计 7.2.3 约束驱动设计 7.2.4 定价作为设计的约束 7.3 战略和转换 7.4 战略和运营7.4.1 开发模式7.4.2 主机（hosting ）托管 7.4.3 管理需求t i ng se a@h ot ma il .co m7.5 战略和改进7.5.1 质量视角 7.5.2 保证因素7.5.2.1 无形因素7.5.3 可靠性7.5.3.1 应用和基础设施 7.5.3.2 人员和流程 7.5.4 可维护性 7.5.5 冗余7.5.5.1 主动型冗余 7.5.5.2 被动型冗余 7.5.5.3 多变型冗余 7.5.5.4类似型冗余 7.5.6 无故障时间和可达性 7.5.7 可用性因素间的交互作用第8章技术和战略 8.1 服务的自动化8.1.1 准备自动化8.1.2 服务分析论和适用仪器（instrumentation ） 8.2 服务接口8.2.1 良好的服务接口特征 8.2.2 服务技术类型遭遇战 8.2.3 自我服务通道8.2.4 技术仲裁（调停）服务恢复 8.3 服务战略工具8.3.1 建模 8.3.2 分析模型第9章挑战，关键成功因素和风险 9.1 复杂性 9.1.1 IT 组织是复杂的系统9.2 协调和控制9.3 保存价值9.3.1 绩效的背离 9.3.2 运营的效果和效率 9.3.3 减少隐性成本 9.3.4 证实隐性收益 9.3.5 对无形资产的杠杆作用9.4 度量效果 9.5 风险9.5.1 定义风险 9.5.2 转换风险 9.5.3 服务提供者风险 9.5.4 合同风险 9.5.5 设计风险t i ng se a@h ot ma il .co m9.5.6 运营风险 9.5.7 市场风险9.5.7.1 通过差异减少市场风险 9.5.7.2通过巩固减少市场风险编后记附录A ：（annuity ）当前价值 附录B ：补充指导方针B1 资产类型描述B1.1 管理 B1.2 组织 B1.3 流程 B1.4 知识 B1.5 人员 B1.6 信息 B1.7 应用 B1.8 基础设施 B1.9 财务能力B2 产品经理B2.1 角色和职责B2.2评价知识，技能和经验 更多信息参考 更多读物 术语表首字母缩略表 定义表t i ng se a@h ot ma il .co m。
it行业常用术语中英对照
it行业常用术语中英对照IT行业常用术语中英对照1. IT（Information Technology）- 信息技术IT行业是指利用计算机和通信技术来处理、存储、传输和管理信息的领域。
2. AI（Artificial Intelligence）- 人工智能人工智能是一种模拟人类智能的技术，使计算机系统能够执行类似于人类的智能任务。
3. Big Data - 大数据大数据是指数据量巨大、处理速度快、多样性复杂的数据集合。
4. Cloud Computing - 云计算云计算是一种通过互联网提供计算服务的模式，用户可以根据需要随时访问和使用计算资源。
5. IoT（Internet of Things）- 物联网物联网是指通过互联网连接和控制各种物理设备和对象的网络系统。
6. VR（Virtual Reality）- 虚拟现实虚拟现实是一种通过计算机生成的仿真环境，使用户能够沉浸在虚拟世界中。
7. AR（Augmented Reality）- 增强现实增强现实是一种将虚拟信息与真实世界相结合的技术，将虚拟对象叠加在现实世界中。
8. UI（User Interface）- 用户界面用户界面是用户与计算机系统进行交互的界面，包括图形界面、命令行界面等。
9. UX（User Experience）- 用户体验用户体验是用户在使用产品或服务过程中的主观感受和情感反应。
10. API（Application Programming Interface）- 应用程序接口应用程序接口是一组定义软件组件之间交互的规则和工具。
11. Agile - 敏捷开发敏捷开发是一种以迭代、循序渐进的方式进行软件开发的方法。
12. Firewall - 防火墙防火墙是一种网络安全设备，用于监控和控制网络流量，保护网络免受未经授权的访问和攻击。
13. VPN（Virtual Private Network）- 虚拟私有网络虚拟私有网络是一种通过公共网络建立加密通信的安全网络。
ITILv3-服务运营篇
ITILv3-服务运营篇ITILv3（IT Infrastructure Library version 3，IT基础设施库第三版）是全球最广泛使用的IT服务管理（ITSM）框架之一，旨在提供一套关于IT服务管理最佳实践的指南和方法。
在ITILv3中，服务运营是其中一个重要的篇章，它涉及到如何保证IT服务的持续运营和提供优质的服务。
服务运营是ITIL中的一个核心流程，其目标是确保IT服务按照事先商定的服务级别达到客户的期望。
本文将围绕着ITILv3-服务运营篇，从过程视角介绍ITILv3中的服务运营流程和关键要素。
首先，服务运营流程包括以下几个关键过程：事件管理、问题管理、访问管理、配置管理、变更管理、服务台和操作任务管理。
这些过程协同工作，帮助组织管理和响应服务事件、问题和请求，确保IT服务的持续可用和可靠性，并提供高效的服务支持。
事件管理是服务运营中的首要过程，它负责识别、记录和管理IT服务的事件。
事件可以是任何可以影响IT服务的异常状态或通知，例如用户报告的故障或系统监控触发的报警。
事件管理目的在于迅速恢复服务，减小对用户的影响，并记录事件的详细信息以用于后续的问题管理。
问题管理过程旨在找出IT服务中的根本原因，并采取措施以防止问题再次发生。
问题可以通过问题记录（Problem Record）进行跟踪，并在问题解决后进行问题关闭。
问题管理的目标是减少IT服务的故障发生率，提高服务的可用性和质量。
访问管理是一个授权和身份验证的过程，确保只有经过授权的用户才能访问系统和数据。
它包含用户身份确认、授权、密码管理、访问控制和审计跟踪等步骤，以确保系统和数据的安全和合规性。
配置管理是指IT基础设施和组织相关配置项（Configuration Item，CI）的管理和控制过程。
配置项可能是硬件、软件、文档、用户和过程等等。
配置管理目的在于确保对配置项的准确记录和控制，以便及时找到和修复故障，保障服务的连续性。
ITILV3 名词解释中文版
非正式发布版本，仅作为学习参考，不许用于商业用途
ruidan.chen@
术语表 ， 年 月 日 ITIL® V3
标杆 （例如服，务标持杆续可改用进于）：某事在特定时间点记录的状态。可以为配置、流程或任何其它数据集创建基准。 改•以前便• 持容进便管的续量在，理状确服管正改态定务理常进以当，。
非正式发布版本，仅作为学习参考，不许用于商业用途
ruidan.chen@
术语表 ， 年 月 日 ITIL® V3
告警
定义
是。参表验见服明收务通IT验常服收先务标经、准过流评。程价、或计测划试或，其它它也交是付一物个完项整目、或准流确程、进可入靠下，一并阶满段足的指必定要的条需件求。 （。了访授服问权务用管运户理营才有）能时负访被责问称允或为许权修用限改户资管使产理用，或IT身从服份而务管有、理助数。于据保或护其资它产资的产保的密流性程、。完访整问性管和理可保用证性 （常用服于务处战理略与）外一部个客非户常的类关似系于。业务关系经理的角色，但要承担更多的商务责任。通 （。服务战略）核定提供 IT 服务的实际成本，并与预算对比，管理预算变化的流程 获。得正式授权，可执行某项角色任务。例如，认可的团体可以提供培训或进行审核 （参见服被务动运监营视）。利用自动定期检查，监视配置项或 IT 服务, 获得其当前的状态。 用在程于序达中到。特定结果的一系列动作。活动通常被定义为流程或计划的一部分，并记录 （服务设计）服务时间的同义词，通常用于对可用性的正式计算。参见停机时间。
预算
组参织见或“业预务算编部门制计”，划“在规指划定”时。间内收到和付出的所有资金的清单。
ITILV3之服务运营
ITIL 术语对照表
ITIL 术语对照表ITIL术语英汉对照English 中文术语Accounting 会计Activity Based Costing 作业成本法Application Sizing 应用选型Asset Management 资产管理Assets 资产Audit 审计Authorization 授权Availability 可用性Availability Management 可用性管理Budgeting 预算Business Capacity Management 业务能力管理Business Impact Analysis 业务影响分析Business Process 业务流程Call 呼叫Capacity Database, CDB 能力数据库，CDBCapacity Management 能力管理Capacity Planning 能力规划Category 类别CCTA Risk Analysis and Management Method, CRAMM CCTA风险分析和管理方法,CRAMMCentral Service Desk 集中式服务台Change 变更Change Advisory Board, CAB 变更顾问委员会，CABChange Management 变更管理Charging 收费CI Level 配置项级别Classification 区分Component Failure Impact Analysis, CFIA 组件故障影响分析,CFIA Confidentiality 机密性Configuration Baseline 配置基线Configuration Item, CI 配置项,CIConfiguration Management 配置管理Configuration Management Database, CMDB 配置管理数据库，CMDB Cost Plus 成本加成Customer 客户Definitive Hardware Store, DHS 备件库,DHSDefinitive Software Library, DSL 最终软件库,DSLDemand Management 需求管理Deming Circle 戴明环Disaster 灾难Downtime 宕机时间Elapsed time 耗时Emergency Fix/Release 紧急修复/发布Error Control 错误控制Escalation 升级Evaluation 评估Expert Service Desk 专家级服务台Fault, Failure 故障Fault Tree Analysis, FTA 故障树分析,FTAFinancial Management for IT Services IT服务财务管理First Line Support 一线支持Forward Schedule of Changes, FSC 变更进度计划表,FSC Full Release 完整发布Functional Escalation 职能升级Going Rate 现行费率Gradual Recovery, Cold Stand-By 逐步恢复，冷备Hierarchical Escalation 层次升级Identification of CI 配置项(CI)识别Immediate Recovery, Hot Stand-By 快速恢复，热备Impact 影响Incident 突发事件Incident Management 突发事件管理Integrity 完整性Intermediate Recovery 中速恢复Service Interruption 服务中断IT Infrastructure IT基础设施/IT基础架构IT Service IT服务IT Service Continuity Management IT服务连续性管理IT Service Management IT服务管理Known Error 已知错误Local (distributed) Service Desk 本地(分布式)服务台Maintainability 可维护性Management 管理Market Price 市场价格Mean Time Between Failures, MTBF 平均无故障时间，MTBF Mean Time To Repair, MTTR 平均修复时间，MTTR Modeling 建模Monitoring 监控Notional Charging 名义收费Operational Process 操作流程Operational Level Agreement, OLA 操作级别协议,OLA Package Release 组包发布Performance Management 绩效管理，性能管理Post Implementation Review, PIR 实施后评估,PIR Priority 优先级Proactive Problem Management 主动问题管理Problem 问题Problem Control 问题控制Problem Management 问题管理Procedure 步骤/过程Process 流程Process Manager 流程经理Quality Assurance 质量保证Quality Control 质量控制Reciprocal Arrangement 互惠协议Recovery 恢复Release Management 发布管理Release Policy 发布策略Release Unit 发布单元Reliability 可靠性Request for Change, RFC 变更请求，RFC Resilience 柔性Resource Capacity Management 资源能力管理Restoration of Service 服务恢复Review 评估Risk Assessment 风险评估Rollout 上线Second Line Support 二线支持Security 安全Security Awareness 安全意识Security Incidents 安全事件Security Level 安全级别Security Management 安全管理Service Capacity Management 服务能力管理Service Catalogue 服务目录Service Desk 服务台Service Improvement Plan Program, SIP 服务改进计划,SIP 服务改进计划，是作为一个项目来实施的，它明确了与改进IT服务有关的活动、实施步骤以及里程碑式的标志内容Service Level 服务级别Service Level Agreement, SLA 服务级别协议，SLAService Level Management 服务级别管理Service Level Requirements 服务级别需求, 服务级别需求，是有关客户业务需求的详细的定义，它通常作为设计服务和制定服务级别协议的一个蓝本Service Request 服务请求Service Window 服务时段Serviceability 可服务性Skilled Service Desk 高技能服务台Release 发布Status 状态System Outage Analysis, SOA 系统故障分析，SOAThird Line Support 三线支持Threat 威胁Tuning 调整Underpinning Contract 支持合同Unskilled Service Desk 低技能服务台Urgency 紧急度Urgent Change 紧急变更Verification 核实/验证Virtual Service Desk 虚拟服务台Vulnerability 脆弱性Workaround 变通方案附录 IV IT 服务管理术语表(英汉对照)10英文术语中文术语Absorbed Overhead 已分摊间接费用 Absorption costing 吸收成本法Action lists 行动列表Alert 告警Alert phase 告警阶段Allocated cost 可直接分配成本 Application 应用，应用系统Application Service Provider 应用服务提供商 Application Sizing 应用选型Apportioned cost 待分摊间接成本 Asset 资产Asynchronous/synchronous 异步/同步 Audit 审计Audit for Compliance 符合性审计 Automatic Call Distribution 自动呼叫转发Availability 可用性Availablity Management 可用性管理 Back-out Plan 回撤计划Balanced Scorecard 平衡记分卡Baseline 基线Baseline Security 安全基线Baselining 基准制定BS7799 英国标准协会开发的信息安全管理标准 Budgeting 预算Build 构建Business Capacity Management 业务能力管理 Business function 业务职能Business process 业务流程Business recovery objective 业务恢复目标 Business recovery plan framework 业务恢复计划框架 Business recovery plans 业务恢复计划 Business recovery team 业务恢复小组 Business units 业务单元Call Center 呼叫中心Capacity Maturith Model 能力成熟度模型 Capacity Management 能力管理Capacity Management Database 能力管理数据库Capital costs 资本成本Capital investment appraisal 资本投资评估 Capitalization 资本化Categorization 归类Category 类别，分类Change 变更Change Advisory Board 变更顾问委员会(CAB) Change authority 变更审批小组Change control 变更控制Change document 变更文档Change history 变更轨迹Change log 变更日志Change management 变更管理Change record 变更记录Charging 收费CI Type 配置项类型Classification 分类Closure 终止Cold stand-by 冷支持Command, control and communications命令、控制和沟通Compliance 符合性Computer-Aided systems Engineering计算机辅助系统工程(CASE)Configuration baseline 配置基线Configuration control 配置控制Configuration documentation 配置文档 Configuration identification 配置识别Configuration item(CI) 配置项(CI) Configuration Management 配置管理Configuration Management tool 配置管理工具 Configuration Management Database(CMDB)配置管理数据库(CMDB)Configuration Management plan 配置管理计划 Configuration structure 配置结构Contingency Planning 应急计划Cost 成本Cost effectiveness 成本效益Cost management 成本管理Cost unit 成本单元Costing 成本核算Countermeasure 防范措施Crisis management 危机管理Customer 客户Customer Relationship Management客户关系管理(CRM)Data transfer time 数据传输时间Definitive Hardware Store 最终硬件库(DHS) Definitive Software Library 最终软件库(DSL) Delta Release Delta发布，增量发布Dependency 依赖性Depreciation 折旧Differential charging 差别定价Direct cost 直接成本Disaster recovery planning 灾难恢复计划 Discounted cash flow 贴现现金流量(DCF) Discounting 折扣Disk cache controller 磁盘高速缓存控制器 Downtime 停机时间Duplex (full and half) 双工(全双工或半双工) Echoing 响应Elements of cost 成本要素End-user 最终用户Environment 环境Expert User 专家用户 External Target 外部目标 Financial year 财政年度 First time fix rate 首次修复率 Forward Schedule of Changes 变更进度计划表Full cost 全部成本Full Release 全发布 Gateway 网关Gradual Recovery 逐步恢复 Hard charging 实收费用 Hard fault 硬故障Help Desk 帮助台Host 主机Hot stand-by 热支持 ICT 信息和通讯技术 Identification 标识Immediate Recovery 紧急恢复 Impact 影响度Impact analysis 影响分析 Impact code 影响代码Impact scenario 影响说明Incident 事故Incident Control 事故控制Indirect cost 间接成本Informed Customer 效益保证人Interface 接口，界面Intermediate Recovery 中期恢复Internal target 内部目标Invocation (of business recoveryplans)(业务恢复计划)启动Invocation (of stand-by arrangements)(支持方案)启动Invocation and recovery phase 启动和恢复阶段 IT Accounting IT 核算IT Infrastructure IT 基础架构，IT 基础设施 IT Infrastructure Library (ITIL) 信息技术基础架构库 IT service IT 服务IT Service Continuity Management IT 服务持续性管理 IT service provider IT 服务提供商(方) Key Performance Indicator 关键绩效指标Known Error 知名错误Latency 延迟Life-cycle 生命周期Logical I/O 逻辑输入/输出Marginal Cost 边际成本Maturity level/Milestone 成熟度/里程碑 Metric 指标Operational Costs 运作成本Operational Level Agreement (OLA) 运作级别协议(OLA)Opportunity cost (or true cost) 机会成本(或真实成本)Outsourcing 外包Overheads 间接费用Ownership 所有权Page fault 页面中断Paging 页面调度Pain Factor 痛苦指数Percentage utilization 利用率Performance 品质，绩效，性能 Phantom line error 虚假线路错误Physical I/O 物理输入/输出Prime cost 主要成本PRINCE2 英国商务部开发的一种项目管理方法Priority 优先级Problem 问题Problem Management 问题管理 Procedure 程序Process 流程Process Control 流程控制Program 方案Queuing time 排队时间RAID 冗余阵列磁盘机Reference data 参考数据 Release 发布Remote fixes 远程修复Request for change (RFC) 变更请求(RFC)Resolution 决议Resource cost 资源成本Resource profile 资源配置 Resources 资源配置Return to normal phase 恢复正常阶段 Risk 风险Risk Analysis 风险分析Risk Management 风险管理 Risk reduction 风险降低措施Role 角色Security Management 安全管理 Security Manager 安全经理 Security Officer 安全官Seek time 寻道时间Segregation of duties 职责划分 Self-insurance 自我保险Services 服务Service achievement 服务成果 Service Catalogue 服务目录 Service Delivery 服务提供 Service Desk 服务台Service Level 服务级别Service Level Agreement(SLA) 服务级别协议Service Level Management(SLM) 服务级别管理Service Management 服务管理 Service Provider 服务提供商(方) Service quality plan 服务质量计划 Service Request 服务请求Services 服务Service Support 服务支持Severity Code 程度代码Simulation Modeling 仿真建模 Soft fault 软故障Software Configuration Item(SCI) 软件配置项Software Environment 软件环境 Software Library 软件库Software Work Unit 软件工作单元 Standard Cost 标准成本Standard Costing 标准成本法 Stand-by arrangements 备用方案 Storage occupancy 存储占用率 Super user 超级用户Surcharging 附加费Swapping 交换System 系统Terminal emulation 终端仿真软件 Terminal I/O 终端输入/输出 Third-party supplier 第三方供应商 Threat 威胁Total Cost Of Ownership (TCO) 总体拥有成本Tree structures 树形结构Unabsorbed overhead 未分摊间接费用 Underpinning contract 支持合同Unit costs 单位成本 Urgency 紧急度User 用户Utility cost centre (UCC) 效用成本中心(UCC)Variance analysis 差异分析 Version 版本Version Identifier 版本标识符 Virtual memory system 虚拟内存系统Vulnerability 弱点Warm stand-by 暖支持 Waterline 底线Work-around 应急措施 Workloads 工作量service outages 服务中断Release and Deployment发布与部署 risk profile 风险预测Stakeholder 项目干系人。
ITIL V3术语中英文对照表
（服务设计）用来管理其生命周期中所 SD 有应用的数据库或者结构化文档。应用 组合包含所有应用的关键属性。应用组 合有时作为服务组合或者作为配置管 理系统的一部分来实施。
2
ITIL V3 中英文术语对照表
Application Service Provider Application Sizing
ITIL V3 中英文术语对照表
ITIL V3 术语中英文对照表
Term
Description
术语
解释
模块
Acceptance
Access Manageme nt
Account Manager Accounting
Accredited Active Monitoring
Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage of a Project or Process. See also Service Acceptance Criteria. (Service Operation) The Process 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 are able to access or modify the Assets. Access Management is sometimes referred to as Rights Management or Identity Management. (Service Strategy) A Role that is very similar to Business Relationship Manager, but includes more commercial aspects. Most commonly used when dealing with External Customers. (Service Strategy)The Process responsible for identifying actual Costs of delivering IT Services, comparing these with budgeted costs, and managing variance from the Budget. Officially authorized to carry out a Role. For example, an Accredited body may be authorized to provide training or to conduct Audits. (Service Operation) Monitoring of a Configuration Item or an IT Service that uses automated regular checks to discover the current status. See also Passive Monitoring.
ITIL术语英汉对照
Mean Time To Repair, MTTR 平均修复时间，MTTR
Modeling 建模
Monitoring 监控
Notional Charging 名义收费
Operational Process 操作流程
Component Failure Impact Analysis, CFIA 组件故障影响分析,CFIA
Confidentiality 机密性
Configuration Baseline 配置基线
Configuration Item, CI 配置项,CI
Configuration Management 配置管理
Authorization 授权
Availability 可用性
Availability Management 可用性管理
Budgeting 预算
Business Capacity Management 业务能力管理
Business Impact Analysis 业务影响分析
Security Management 安全管理
Service Capacity Management 服务能力管理
Service Catalogue 服务目录
Service Desk 服务台
Service Improvement Plan Program, SIP 服务改进计划,SIP
Threat 威胁
Tuning 调整
Underpinning Contract 支持合同
Unskilled Service Desk 低技能服务台
ITIL v3术语中英文对照表
翰纬IT管理研究咨询中心
助您实现卓越的IT运营。
翰纬IT管理研究咨询中心
ITIL v3术语
中英文对照表
翰纬IT管理研究咨询中心
地址：上海市张江高科毕升路289弄8号101
电话：***********/2856/2849
传真：***********
邮编：201 204
电邮：***********************
网址：
版权声明和保密须知
本文件中出现的任何文字叙述、文档格式、插图、照片、方法、过程等内容，除另有特别注明，版权均属上海翰纬信息管理咨询有限公司所有，受到有关产权及版权法保护。
任何单位和个人未经上海翰纬信息管理咨询有限公司的书面授权许可，不得复制或引用本文件的任何片断，无论通过电子形式或非电子形式。
Copyright © 2008 上海翰纬信息管理咨询有限公司版权所有
文档信息
分发名单
*：行动类别：批准，复审，通知，存档，修改，其它（请指明）版本记录
翰纬ITIL v3术语中英文对照表。
ITILv3-服务运营篇(中文)-文档资料
223来自影響度11緊急度1
2 2
二類 15 三類 30
用戶能承受的等待時間 現象\類別 系統崩潰 一類 10
無法訪問
速度減慢
15
20
20
30
40
60
“主動告知”
事故管理流程：
事故由技術員工報告和記錄，但並不 是所有的事件都是事故，許多的事件 並不與中斷相關，而僅是正常運營指 標或一些簡單的資訊。儘管事故和服 務請求都報告給服務台，但兩者並不 相同， 服務請求並不代表協定服務 的中斷，而是滿足客戶需要的方法，
服務請求流程圖
問題管理
問題：是一個或多個不知原因的事件。 問題管理流程的主要目標是預防問題和事故的再次發生，並將未能解決的事 故的影響降低到最小。 事故管理關注解決事件的速度。 問題管理強調找事件出根源，定制解決方案預防再次發生。 問題管理與知識管理，以及諸如已知錯誤資料庫等工具有著緊密聯繫 問題管理流程由兩個主要類型的流程： 被動問題管理是服務運營通常執行部分 主動問題管理是由服務運營發起的，但通常是由服務改進驅動的 重復發生的事件或重大事故一般升級為問題管理。 在尚未查明事故產生的原因前，事故所對應的潛在原因被稱為問題，而找到 事故產生的根本原因後，問題就成為一個已知錯誤，隨後可以提出一個變更 請求來消除該已知錯誤和防止類似事故再次發生。
Configuration Management
Release Management
Service Validation & Testing Evaluation Knowledge Management
Applications Management
概
述
目的：是為了交付已商定的服務級別給客戶和用戶，並且管理支持服務 交付的應用程序、技術和框架。 服務：是為業務實現價值，服務運營的人員有責任保証該價值是否實現。
最新权威ITIL-V3中文课件
精品
ITIL历史
1980年代末
• 英国政府项目启动 •大约80年代初由英国OGC开发（CCTA：中央计算机和电 信政府机构）出版第一本书 •从1985年开始，欧洲公司开始实施ITIL（基于 来自保险盒 金融公司）
1990年代初
•世界范围广泛接受的基于事实的IT服务管理标准 •将ITIL导入北美 •发布ITIL V1书籍
◎Crown copyright 2009 reproduced under licen精se 品from OGC
ITIL V2 映射至V3
ITIL V2流程
服务台
事故管理
ITIL V3核心模块
SC 服务运维
问题管理 变更管理 配置管理 发布管理
ST 服务运维
精品
ITIL V2 映射至V3
ITIL V2流程
ITIL V2 模块
服务支持模块： •服务台 •事故管理 •问题管理 •配置管理 •变更管理 •发布管理
Service desk chapter
Incident management chapt er
Problem management chapt er
Configuration management chapt er Change management chapt er Release management chapt er
•这种能力以管理服务的整个生命周期中所涵盖的各个职能和流程来 实现。 •服务管理也是由一系列知识、经验和技能体系所支持的专业实践。
精品
服务价值（service value）
•效用和保证（Utility and Warranty）
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
翰纬IT管理研究咨询中心
助您实现卓越的IT运营。
翰纬IT管理研究咨询中心
ITIL v3术语
中英文对照表
翰纬IT管理研究咨询中心
地址：上海市张江高科毕升路289弄8号101
电话：***********/2856/2849
传真：***********
邮编：201 204
电邮：***********************
网址：
版权声明和保密须知
本文件中出现的任何文字叙述、文档格式、插图、照片、方法、过程等内容，除另有特别注明，版权均属上海翰纬信息管理咨询有限公司所有，受到有关产权及版权法保护。
任何单位和个人未经上海翰纬信息管理咨询有限公司的书面授权许可，不得复制或引用本文件的任何片断，无论通过电子形式或非电子形式。
Copyright © 2008 上海翰纬信息管理咨询有限公司版权所有
文档信息
分发名单
*：行动类别：批准，复审，通知，存档，修改，其它（请指明）版本记录
翰纬ITIL v3术语中英文对照表。