A dictionary for some IT service management subjects.
ITSMO Ontology is a project sponsored by E-Artspace Labs (http://www.e-artspace.com)
IT Service Management Ontology is available under the Creative Commons Attribution 3.0 Unported license; see http://creativecommons.org/licenses/by/3.0/. In a nutshell, you are free to copy, distribute and transmit the work; to remix/adapt the work (e.g. to import the ontology and create specializations of its elements), as long as you attribute the work in the manner specified by the author or licensor (but not in any way that suggests that they endorse you or your use of the work). You may not use this work for commercial purposes without written permission of the author. Proper Attribution: Simply include the statement "This work is based on the IT Service Management Ontology, developed by Enrico Fagnoni" and link back to http://ontology.it/itsmo/.
IT Service Management Ontology (ITSMO) provides the vocabulary for annotating resources related to IT Service Management. ITSMO try to be consistent with 2011 ITIL glossary. ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. Please make sure you are only using element identifiers in this namespace, e.g.http://ontology.it/itsmo/v1#ITService. There may be copies of the ontology file on the Web which can be retrieved from other locations, BUT THOSE LOCATIONS MUST NOT BE USED AS REFERENCES.
ITSM, ITIL, IT Service Management
Catalogue
A complete list of items, typically one in alphabetical or other systematic order
A logical entity that identify a software release or a software feature set. For example: "VirtueMart 1.1.x", "Linux LTS 10.04" , "Windows 7 service pack 2", "Apache 2" . Sometime referenced only with "software".
is a facility used to house computer systems and associated components>
A detailed proposal that describes the activities and resources needed to achieve an objective – for example, a plan to implement a new IT service or process. ISO/IEC 20000 requires a plan for the management of each IT service management process.
A time dependent dinamic dependency. For example there is a runtime dependency betwen proces A and ITservice B when A calls a REST service exposed by B.
Software that provides functions which are required by an IT service. Each application may be part of more than one IT service. An application runs on one or more servers or clients.
Application should be executable and installable Software Package. For example a library is not an application but it is a Software Package. [Not ITIL definition]
The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’, and can be used to determine whether a service is able to meet its required outcomes, or is ‘fit for purpose’. The business value of an IT service is created by the combination of utility and warranty.
ServiceScope
The service Scope (busines or infrastructure)
A term used to describe configuration subjected to change management and stored in a configuration management database (CMDB). If you use a Version Control System as CMDB, this is could be the the name of a source tree. If you use a plain filesystem as CMDB, this is the pathname of a directory that contains a file structure. Could be thinked as a "versioned directory". This term is similar to ITILs: "configuration record".
A Strength level for a dependency
any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded [at least] in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management. Configuration items are under the control of change management. They typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements. Note that tis definition is a bit extensive than ITIL one, because it allow a CI to be described in more than one configuration records.This make this definition compatible with semantic web architecture that allow metadata do be defined everywhere in the web. See ITSMO user manual for more info about this class.
Information in readable form. A document may be paper or electronic – for example, a policy statement, service level agreement, incident record or diagram of a computer room layout. Dublin Core vocabulary appy to objetc of thes class.
A database or structured document used to manage service contracts or agreements between an IT service provider and its customers. Each IT service delivered to a customer should have a contract or other agreement that is listed in the customer agreement portfolio.
CustomerAgreementPortfolio
ServicePortfolio
The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services.
A skeleton document or a document to be used as reference for editing another document.
Template
Assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or contract, or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit for use’. The business value of an IT service is created by the combination of utility and warranty.
A shapshot at a defined time frame for a configuration Item. Use dcterms:created to annotate the date of the snapshot.
Is a process of planning and controlling one or more of activities. Here are some examples: Configuration Management: the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships betweens [ITIL glossary]. Project Management: the discipline of planning, organizing, securing, and managing resources to achieve specific goals. A project is a temporary endeavor with a defined beginning and end (usually time-constrained, and often constrained by funding or deliverables), undertaken to meet unique goals and objectives, typically to bring about beneficial change or added value[Wikipedia]. Change Management: the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.[ITIL glossary]
A process priority
the physical part of a computer
A term that indicate a set of related phisical object with their metadata that are considered as a whole.
A unique name that is used to identify a user, person or role. The identity is used to grant rights to that user, person or role. Example identities might be the username SmithJ or the role ‘change manager’.
Formally documented management expectations and intentions. Policies are used to direct decisions, and to ensure consistent and appropriate development and implementation of processes, standards, roles, activities, IT infrastructure etc.
A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.
A configuration baseline is a snapshot that is used as a reference point.
CustomerPortfolio
A database or structured document used to record all customers of the IT service provider. The customer portfolio is the business relationship manager’s view of the customers who receive services from the IT service provider.>
Any human-made structure used or intended for supporting or sheltering any use or continuous occupancy
An Agreement between an IT Service Provider and another part of the same Organisation. An OLA supports the IT Service Provider's delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties. For example there could be an OLA between the IT Service Provider and a procurement department to obtain hardware in agreed times, between the Service Desk and a Support Group to provide Incident Resolution in agreed times. See Service Level Agreement.
A document that describes a formal understanding between two or more parties. An agreement is not legally binding, unless it forms part of a contract.
Agreement
A number of related things that work together to achieve an overall Objective. For example:computer System including hardware, software and Applications, a management System, including multiple Processes that are planned and managed together. For example a Quality Management System, a Database Management System or Operating System that includes many software modules that are designed to perform a set of related Functions.
The direct or indirect reliance of one Configuraiton Item on another. [ Note that the ITIL 2011 restrict the domain of this terms to Processes or activity, this definition is more general ]. This is a superclass for all types of dependency relastionship for a CI.
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An IT is a service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services.
A stage in the life of a configuration item. The lifecycle defines the categories for status and the status transitions that are permitted. For example: The lifecycle of an application includes requirements, design, build, deploy, operate, optimize. The expanded incident lifecycle includes detection, diagnosis, repair, recovery and restoration The lifecycle of a server may include: ordered, received, in test, live, disposed etc
A choice of utility and warranty offered to customers by a core service or service package.
A temporary organization, with people and other assets, that is required to achieve an objective or other outcome. Each project has a lifecycle that typically includes initiation, planning, execution, and closure. Projects are usually managed using a formal methodology such as PRojects IN Controlled Environments (PRINCE2) or the Project Management Body of Knowledge (PMBOK).
A set of related LifeCycleStage. Could be implementetd with a state machine.
Life cycle
Configuration items that require an execution environment to go live.
An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers. See Operational Level Agreement.
A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.
ServiceCatalogue
describes a part/whole relationship between components. A strucural dependency is an included file, a paragrapg in a text, a library used by applcation an application etc. etc.
A process Critcality
This property share the same definition of gr:QualitativeValue. A qualitative value is a predefined value for a service characteristic. Examples: The Service is critical. Note: Value sets are supported by creating subclasses of this class. Ordinal relations between values (gr:greater, gr:lesser, ...) can be provided directly by GoodRelations after subclassing itsmo:QualitativeValue to gr:QualitativeValue
This object property is a shortcut for the original itsmo:hasDirectDependency property for the common case of having a runtime (itsmo:runtimeDependency) dependency with strong strength (itsmo:strongDependency) with another resource (totally or partially). Note that this property is NOT transitive because states a DIRECT dependency.
An contract or an agriment related to a service (Service level agreed, ola or other)
The level of dependency. There are two level of predefined value: itsmo:strongDependancy and itsmo:weakDependancy. Other value can be defined.
This atribute state the service scope
hasServiceScope
the referernced resource is a process for managing the described project rference
States the service Customer
states a document that contains a skeleton or that can be used as reference for editing.
The reference resouce (or litteral) is a choice of utility and warranty offered to customers by a core service or service package.
the referenced resource is the owner of the the system
the referenced resource is a Process for publishing the described resource.
One of the parties of an agreement
The subject of the statement depends fro, the referenced resource.
The one ultimately accountable for the correct and thorough completion of the process, and the one to whom Responsible is accountable. In other words, an Accountable must sign off (Approve) on work that Responsible provides. There must be only one Accountable specified for each process.
This object property is a shortcut for the original itsmo:hasDirectDependency property for the common case of having a runtime (itsmo:runtimeDependency) dependency with weak strength (itsmo:strongDependency) with another resource (totally or partially). Note that this property is NOT transitive because states a DIRECT dependency. It is an uses properties but with a weak dependency strenght becouse the link can be broken without risk of destruction for describing resource.
This class is a container to collect all property that are safely sub-classable to gr:quantitativeProductOrServiceProperties.
Relative criticality
hasCriticality
States The Service Provider that provides IT Services to Internal Customers or External Customers.
hasProvider
Relative priority
States Day-to-day management proces of an IT service, system or other runnable item.
hasEditingProcess
the referenced resource is process for edititing described resource.
the referenced resource is a baseline that officially represent the annotated Configuration Item. If not present you can assume the the actual configuration.
A related resource that is directly totally or partially included either physically or logically in the described resource. This property implies dcterms:hasPart This object property is a shortcut for the original itsmo:hasDirectDependency property for the common case of having a static structural (itsmo:structuralDependency) dependency with strong strength (itsmo:strongDependency). Note that this property is NOT transitive becouse it states a DIRECT dependency. See http://ontology.it/itsmo/v1/itsmo.html#dependency_relations for more info. N.B. The study of part-whole relations is a large field in its own right - "mereology" and "mereotopology" and has been the topic of many papers. Note that this property is quite different form gr:includes one (that has a more restricted domains). gr:includes could be thinked as a subclass of itsmo:includes
The referenced service is an administrative console forr the annotate service
the reference resource is who owns the described respurce.
Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication. [source Wikypedia Raci matrix]
hasProvisioningProcess
States process that identifies requirements and then defines a solution that is able to meet these requirements.
Those whose opinions are sought, typically subject matter experts; and with whom there is two-way communication. [ source wikypedia RACI matrix]
This states that the subject resource depends (directly or indirectly) from referenced resource. This could be thinked as a pseudo transitive property. If hasDependency(A,B) and BhasDependency(B,C) then hasDepency(A,C). Note that this is not a standard OWL reasoning.
The referenced resource is an utility for the annotated service or service option.
The referenced resource is a Warranty for the annotated service or Service Option.
the related resource is a means to store configuration throughout their lifecycle for described resource. The configuration management system maintains one or more configuration management databases, and each database stores attributes of configuration items, and relationships with other configuration items.
the reference resource is a planned output for the described resource
A resource in from which the described resource is derived. General practice suggests to use a Version Control System to manage configuration ad versioned directory. This practice minimize the need of baseline and helps to maintain a coherent history of Configuration Items Changes. ITIL impose using just one Controlled Configuration record per Configuration Item.
A reference to a baseline of a configuration.
The reference resource is a snapshot of a configuration item.
the reference resource is a resource defining some aspects of an IT Service and its Requirements through each stage of its Lifecycle.
hasResponsible
Those who do the work to achieve a Process. There is typically one role with a participation type of Responsible, although others can be delegated to assist in the work required.
the reference resource is a plan document for the described resource.
The referenced resource is the head of the described resource. This is a shortcut for describing a strong structural dependency between two identities.
the referenced resource is a stage in the life cycle of the described resource.
isShared
The service is shared between many customers
This property specifies the beginning of the validity of an agreement.
identifies a dump of a configuration. This cold be an URI of a controlled configuration revision. an archive file or just a string that allow you how to identify such dump.
states a set of metadata snapshot. This sholud be a string expressed in a formal RDF language like XML/RF or turtle. It is used to take a snapshot of the properties of a C.I. when it has mulltiple or uncontrolled configuration or any other sparse metadata definition. Think it as the output of a SPARQL DESCRIBE query to an end-point that contains metadata for configuration Item..
agreementValidThrough
This property specifies the end of the validity of an agreement.
This property is the super property for all pure datatype properties that can be used to describe a gr:ProductOrService.
States the distance of an indirect dependency. If this property does not exist the distance is unknown. The value means the number of dependency hops from the direct dependency source reference. A value of 1 means a direct dependancy. This should be a positive integer.
a low priority
a low criticality value
an high criticality value
InfrastructureService
An IT service that is not directly used by the business, but is required by the IT service provider to deliver IT Business Services (for example, a directory service or a backup service). Supporting services may also include IT services only used by the IT service provider. All live supporting services, including those available for deployment, are recorded in the service catalogue along with information about their relationships to Business Services and other CIs. ITIL 2011 call ths also "Supporting Service"
If the resource is missing can degrade process performances or functions but the dependent process still exists.
The resource is mandatory for the process execution.
a mediumPriority
a medium criticality value
BusinessService
An IT service that is visible to the customer. These are normally services that support the customer’s business processes and facilitate one or more outcomes desired by the customer. All live customer-facing services, including those available for deployment, are recorded in the service catalogue along with customer-visible information about deliverables, prices, contact points, ordering and request processes. Other information such as relationships to supporting services and other CIs will also be recorded for internal use by the IT service provider. ITIL 2011 calls this "customer-facing service" while use Business Service as a more general term ( ITIL Business Service could be also a non IT )
Permanent removal of a configuration item, from the live environment. Being retired is a stage in the lifecycle of many configuration items.
an high priority