CIT processes have historically used ITIL v3 terminology. Terms and definitions in ITIL are shared across the IT industry and used within the TeamDynamix tool. CIT is currently evaluating the v4 terminology and modifying documentation where appropriate.

Rather than defining all ITIL terms here, recreating information widely available on the web, please search for the term or definition.

Service

Something provided to customers (fee or no fee) as part of their educational or workforce experience; services can be consumed, ordered, or requested; a service should be the"whole" consumed by the customer to fulfill their needs rather than the separated tools, products, teams, vendors, IT systems, used to deliver that perceived whole.

ITIL v4 defines: “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”

Services are classified as Internal or External services; Internal for functions and External for those that help achieve business outcomes.  

Also classified as:

• Core Service Delivers something the customer wants and is willing to “buy” 
  Example: Email
• Enabling Service Allows the customer to receive the core service 
  Example: Active Directory
• Enhancing Service Added to a core service as an “excitement” factor, due to presentation, branding, or other features
  Example: Outlook on the Web

Service Catalog

ITIL v4 defines: “Structured information about all the services and service offerings of a service provider, relevant for a specific target audience.”

The Service Catalog is the only part of the ITIL Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering, and request processes.

Service Portfolio

The Service Portfolio is the core repository for all information for all services in an organization. Each service is listed, along with its current status and history. 

IT Service Management

The implementation and management of quality IT services that meet the needs of the business by IT service providers through a mix of people, process, and technology.

Governance

Ensures that policies and strategies are implemented, and their required processes are correctly followed. Provides strategic direction for the processes that are part of the overall program for service management. Example: The IT Service Management Steering Committee.