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  2. Service-level objective - Wikipedia

    en.wikipedia.org/wiki/Service-level_objective

    A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...

  3. Service-level agreement - Wikipedia

    en.wikipedia.org/wiki/Service-level_agreement

    A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:

  4. Service level - Wikipedia

    en.wikipedia.org/wiki/Service_level

    Service level measures the performance of a system, service or supply. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. Examples of service level: Percentage of calls answered in a call center; Percentage of customers waiting less than a given fixed time

  5. High availability - Wikipedia

    en.wikipedia.org/wiki/High_availability

    High availability is a property of network resilience, the ability to "provide and maintain an acceptable level of service in the face of faults and challenges to normal operation." [ 3 ] Threats and challenges for services can range from simple misconfiguration over large scale natural disasters to targeted attacks. [ 4 ]

  6. ITIL - Wikipedia

    en.wikipedia.org/wiki/ITIL

    ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.

  7. Health information technology - Wikipedia

    en.wikipedia.org/wiki/Health_information_technology

    Since 2002, the National Health Service of the United Kingdom has placed emphasis on introducing computers into healthcare. As of 2005, one of the largest projects for a national EHR is by the National Health Service (NHS) in the United Kingdom. The goal of the NHS is to have 60,000,000 patients with a centralized electronic health record by 2010.

  8. Service level indicator - Wikipedia

    en.wikipedia.org/wiki/Service_level_indicator

    In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...

  9. ITIL security management - Wikipedia

    en.wikipedia.org/wiki/ITIL_security_management

    Security requirements defined in service level agreements (SLA) and other external requirements that are specified in underpinning contracts, legislation and possible internal or external imposed policies. Basic security that guarantees management continuity. This is necessary to achieve simplified service-level management for information security.