Tag: technology

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Capacity Advisory Board

Change Acknowledging Board

Change Advisory Board

Change Advisory Bench

Service Level Management

IT Operations Management

Capacity Management

Incident Management

Knowledge

Data

Wisdom

Information

Applications

Infrastructure

Resources

Value

Less documentation

Longer timescales

Less urgency

Separate procedures

To prevent Problems and their resultant Incidents

To manage Problems throughout their lifecycle

To restore service to a user

To eliminate recurring Incidents

An SLA is legally binding, an OLA is a best efforts agreement

An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

An SLA defines Service Level Requirements, an OLA defines Service Level Targets

An SLA is with an external customer, an OLA is with an internal customer

Impact, priority and urgency are independent of each other

Urgency should be based on impact and priority

Impact should be based on urgency and priority

Priority should be based on impact and urgency