The agreed-upon time period when a particular IT service should be available. For example, “Monday-Friday, 07:00 to 22:00, except for United States and federal holidays.” Service hours should be defined in an service level agreement (SLA). #SLA #OLA #ITSM #BusinessContinuity ...
A plan defining the steps required to recover one or more IT services . The plan will also identify the triggers for invocation, the people to involve, the communications to send, etc. The service continuity plan should be part of a business continuity plan. #SLA #SupportOperations #ITSM...
A described set of elements, IT and non-IT, supported by the IT service provider, that fulfills one or more of the customer’s needs, supports the customer’s business objectives, and which the customer perceives as a coherent whole. #OLA #ServiceProvider #SecurityManagement ...
The point in time to which data will be restored after the recovery of an IT service . This may involve the loss of data. For example, a recovery point objective of one day may be supported by daily backups and up to twenty-four hours of data may be lost. Recovery point objectives for each IT...
The maximum time allowed for recovery of an IT service following an interruption. The service level to be provided may be less than normal service level targets. Recovery time objectives for each IT service should be negotiated, agreed upon, and documented. #Practices ...
An agreement between the internal support organizations (IT) or teams that define the responsibilities, roles, and expectations for the factors necessary to achieve the SLA's . #ITIL #Practices #OLA #ServiceLevel #SupportModels #BestPractice #ServiceDelivery #SupportOperations ...