The value of a metric that should cause an alert to be generated or management action to be taken; for example, “a priority 1 ( major ) incident not solved within four hours,” “more than five errors in an hour,” or “more than ten failed changes in a month.” #ServiceLevel #Metrics #SLA ...
Any person or group that can contact the support center for support, such as customers, product or service owners, employees, associates, partners, contractors, and/or suppliers. Also: One whose support is necessary for the organization to succeed. Examples: Employees, directors, shareholders...
An acronym to remember that targets in service level agreements , performance reviews and project plans should be Specific, Measurable, Achievable, Relevant, and Time-based. #ServiceLevel #People #Leadership #Practices #PerformanceManagement #ProfessionalDevelopment #SLA
Any small computing device, generally handheld. Includes smartphones and tablets, but may also include network-connected scanning devices. #Mobility #BYOD #ServiceCatalog #Technology #SLA #ServiceLevel
The total volume of calls and all other contacts to the support center during a given timeframe (day, week, month). #WorkforceManagement #SupportOperations #ServiceLevel #Staffing #SLA #MultichannelSupport
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 ...
The strategy and tactics of defining, achieving, and maintaining required levels of IT service to the business user population within the organization. It is designed to optimize and provide cost-effective delivery of IT services that are aligned to business requirements. #SupportOperations...
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...
Work performed on behalf of another that delivers value to the customer by enabling them to achieve organizational outcomes, e.g., an IT service . #SelfService #ServiceDelivery #ITIL #ServiceProvider #ServiceCatalog #BusinessAlignment #CustomerService #SLA #ServiceTransition ...
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 ...