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The SLO are formed by setting goals for metrics (commonly called service level indicators, SLIs). As an example, an availability SLO may be defined as the expected measured value of an availability SLI over a prescribed duration (e.g. four weeks). The availability SLI used will vary based on the nature and architecture of the service.
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:
An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.
In business and project management, a responsibility assignment matrix [1] (RAM), also known as RACI matrix [2] (/ ˈ r eɪ s i /; responsible, accountable, consulted, and informed) [3] [4] or linear responsibility chart [5] (LRC), is a model that describes the participation by various roles in completing tasks or deliverables [4] for a project or business process.
The subject of the terms is thus important here: whether the focus of a discussion is the server hardware, server OS, functional service, software service/process, or similar, it is only if there is a single, consistent subject of the discussion that the words uptime and availability can be used synonymously.
S.M.A.R.T. (or SMART) is an acronym used as a mnemonic device to establish criteria for effective goal-setting and objective development. This framework is commonly applied in various fields, including project management, employee performance management, and personal development.
SLAs define security requirements, along with legislation (if applicable) and other contracts. These requirements can act as key performance indicators (KPIs) that can be used for process management and for interpreting the results of the security management process. The security management process relates to other ITIL-processes.
A statement of work (SOW) is a document routinely employed in the field of project management. It is the narrative description of a project's work requirement. [1]: 426 It defines project-specific activities, deliverables and timelines for a vendor providing services to the client. The SOW typically also includes detailed requirements and ...