A contract between a Service provider and an external organisation. The external organisation provides goods or Services that support delivery of a Service to a Customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in an Service Level Agreement.
A measure of how long it will be until an Incident, Problem or Change has a significant Impact on a Service.
A person who uses the Service on a day-to-day basis. Users are distinct from Customers, as some Customers do not use the Service directly.
A function of a business process which is critical to the success of the business. Vital Business Functions are an important consideration of Business Continuity Management, Service Continuity Management and Availability Management.
An action to reduce or eliminate the Impact of an Incident or Problem for which a full resolution is not yet available.
This article was published on Apr 22, 2013