A measure of how quickly and effectively a Configuration Item or Service can be restored to normal working after a failure.
An agreement between a Service provider and another part of the same business that provides Services to them. For example there could be an OLA with a facilities department to provide air conditioning, or with the procurement department to obtain hardware in agreed times. An OLA may also be between two parts of the same Service Provider, for example between the Service Desk and a Support Group.
Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken.
An unknown, underlying cause of one or more Incidents.
A document that identifies the effect of planned Changes, maintenance activities and test plans on agreed Service Levels.
A collection of hardware, software, documentation, training or anything else required to implement one or more approved Changes to a Service. The contents of each Release are managed, tested, and deployed as a single entity.
A measure of how long a Configuration Item or Service can perform its agreed function without interruption.
A formal proposal for a Change to be made. An RFC includes details of the proposed Change, and may be recorded on paper or electronically.
This article was published on Apr 22, 2013