Category Archives: Vocabulary

workload

workload

Definition: The resources required to deliver an
identifiable part of an IT service. Workloads
may be categorized by users, groups of
users, or functions within the IT service. This
is used to assist in analysing and managing
the capacity, performance and utilization of
configuration items and IT services. The term
is sometimes used as a synonym for
throughput.

workaround

workaround

Definition: (ITIL Service Operation) Reducing or
eliminating the impact of an incident or
problem for which a full resolution is not yet
available – for example, by restarting a failed
configuration item. Workarounds for
problems are documented in known error
records. Workarounds for incidents that do
not have associated problem records are
documented in the incident record.

work order

work order

Definition: A formal request to carry out a defined
activity. Work orders are often used by
change management and by release and
deployment management to pass requests to
technical management and application
management functions.

work instruction

work instruction

Definition: A document containing detailed instructions
that specify exactly what steps to follow to
carry out an activity. A work instruction
contains much more detail than a procedure
and is only created if very detailed
instructions are needed.

work in progress (WIP)

work in progress (WIP)

Definition: A status that means activities have started
but are not yet complete. It is commonly used
as a status for incidents, problems, changes
etc.

warranty

warranty

Definition: (ITIL Service Strategy) 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. See also service
validation and testing.

vulnerability

vulnerability

Definition: A weakness that could be exploited by a
threat – for example, an open firewall port, a
password that is never changed, or a
flammable carpet. A missing control is also
considered to be a vulnerability.

vital business function (VBF)

vital business function (VBF)

Definition: (ITIL Service Design) Part of a business
process that is critical to the success of the
business. Vital business functions are an
important consideration of business
continuity management, IT service continuity
management and availability management.

vision

vision

Definition: A description of what the organization intends
to become in the future. A vision is created
by senior management and is used to help
influence culture and strategic planning. See
also mission.