Glossary of common ITIL terminology


A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs and risks.


Consists of two core components: utility and warranty.


The value that the customer receives.


How the value is provided.


A structured set of activities designed to accomplish a defined objective. Processes are measurable, provide results to customers or stakeholders, are continual and iterative, and are always originating from a certain event.


A team or group of people and the tools they use to carry out one or more processes or activities.

Process owner

Responsible for the process results.

Process manager

Responsible for the realization and structure of the process, and reports to the process owner.

Process operatives

Responsible for defined activities that are reported to the process manager.


A specified way to carry out an activity or a process. It describes the “how”, and can also describe “who” executes the activities. A procedure may include stages from different processes.

Work instructions

A set of tasks that defines how one or more activities in a procedure should be executed in detail.


A set of responsibilities, activities, and authorities granted to a person or team. One person or team may carry multiple roles.

Job position

Traditionally recognized as tasks and responsibilities that are assigned to a specific person.


A formal structure that includes reporting, meetings, online facilities, and notice boards.


A temporary organization with people and other assets required to accomplish a defined objective.


A number of projects and activities, which are planned and managed together to achieve an overall set of related objectives.


A set of projects and/or programs, which are not necessarily related, brought together for the sake of control, coordination, and optimization of the portfolio in its totality.