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Second-line support
Where the fault cannot be resolved by first-line support or requires time to be
resolved or local attendance.
Service achievement
The actual Service Levels delivered by the IT organization to a customer within
a defined life span.
Service Catalogue Written statement of IT
services, default levels and options.
Service Dependency Modeling
Technique used to gain insight in the interdependency between an IT service and
the Configuration Items that make up that service.
Service Level Agreement (SLA)
Written agreement between a Service Provider and the customer(s) that documents
agreed Service Levels for a service.
Service Level Management (SLM)
The process of defining, agreeing, documenting and managing the levels of
customer IT service, that are required and cost justified.
Service Management
Management of Services to meet the customer's requirements.
Service Provider
Third-party organization supplying services or products to customers.
Service quality plan
The written plan and specification of internal targets designed to guarantee the
agreed Service Levels.
Software Configuration Item
(SCI)
As "Configuration Item", excluding hardware and services.
spec sheet
Specifies in detail what the customer wants (external) and what consequences
this has for the Service Provider (internal) such as required resources and
skills.
Strategic Alignment
Objectives Model (SAOM)
Relation diagram depicting the relation between a business function and its
business drivers and the technology with the technology characteristics. The
SAOM is a high-level tool that can help IT services organizations to align their
SLAs, OLAs and acceptance criteria for new technology with the business value
they deliver.
system
An integrated composite that consists of one or more of the processes, hardware,
software, facilities and people, that provides a capability to satisfy a stated
need or objective.
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