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 O-Q
Operational Costs
Those costs resulting from the day-to-day running of the IT services
section, e.g., staff costs, hardware maintenance and electricity, and relating
to repeating payments whose effects can be measured within a short time-frame,
usually less than the 12-month financial year.
Operational Level Agreement
(OLA)
An internal agreement covering the delivery of services which support the IT
organization in their delivery of services.
opportunity cost (or true
cost)
The value of a benefit sacrificed in favor of an alternative course of
action.
Package
Assembly/Disassembly Device (PAD)
A device that permits terminals, which do not have an interface suitable for
direct connection to a packet switched network, to access such a network. A PAD
converts data to/from packets and handles call set-up and addressing.
Paging
The I/O necessary to read and write to and from the paging disks: real (not
virtual) memory is needed to process data. With insufficient real memory, the
operating system writes old pages to disk, and reads new pages from disk, so
that the required data and instructions are in real memory.
PD0005
Alternative title for the BSI publication "A Code of Practice for IT
Service Management".
percentage utilization
The amount of time that a hardware device is busy over a given period of time.
For example, if the CPU is busy for 1800 seconds in a one-hour period, its
utilization is said to be 50%.
Performance Criteria
The expected levels of achievement which are set within the SLA against specific
Key Performance Indicators.
PRINCE2 (Third Edition
2002)
The current version of PRINCE.
Problem Management
Process that minimizes the effect on customer(s) of defects in services and
within the infrastructure, human errors and external events.
process
A connected series of actions, activities, changes, etc., performed by agents
with the intent of satisfying a purpose or achieving a goal.
provider
The organization concerned with the provision of IT services.
Quality of Service
An agreed or contracted level of service between a service customer and a
Service Provider.
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