Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio; i.e., the proportion of time that the service is actually available for use by the customers within the agreed service hours.
The process of establishing charges as they relate to business units and raising the relevant invoices for payment by customers.
An IT enterprise-level service is one that is provided by OIT to the campus community in support of university business needs and objectives. Each enterprise-level service is composed of multiple components or supporting services that provide a specific function within the enterprise-level service. The campus community is frequently not aware of these underlying supporting services, nor should OIT expect them to be; rather, they view the enterprise-level service as a coherent whole.
If an incident cannot be resolved by first-line support within the agreed time, then more expertise or authority will become involved as a result of escalation.
The IT Infrastructure Library (ITIL) is a set of guides on the management and provision of operational IT services.
Measurable element of a service process or function.
A described set of facilities, IT and non-IT, sustained by the IT Service Provider that:
- Fulfills one or more needs of the customer
- Supports the customer’s business objectives
- Is perceived by the customer as a coherent whole
In this definition OIT is the IT Service Provider and the university is the customer. The customer is the entity that pays for the service, whether directly via charges for the service or indirectly via allocated funds. There are no “free” services.
Service Components are the different components that together constitute the complete service and include such items as servers (hardware and software), infrastructure, monitoring processes, documentation, and support processes and tools.
A written agreement between a Service Provider and the customer(s), which documents agreed upon levels of service for the service.
The manager who is responsible for the delivery and maintenance of a service or service component.
The Service Owner is the person (position) or small team responsible for the oversight and governance of a service. The Service Owner is also the person who “speaks for” the service and would be the key contact in case of a major service failure.
Any individual or group who has an interest, or ‘stake’, in the IT service organization.
Support Tasks are the tasks associated with the maintenance of a service. They are important to note because they allow us to assign responsibilities to individuals and/or groups, and they also can be measured—usually in units of time. There are internal support tasks such as server monitoring, as well as external support tasks such as communicating service outages. A support task list is devised in Phase II.
An integrated composite that consists of one or more of the processes. Hardware, software, facilities and people, which provides a capability to satisfy a stated need or objective.
Tier 1 task
Tier 1 tasks usually can be completed or solved by front-line support, such as the Help Desk or local support. Tasks at this level may be completed without high levels of system access, and problems at this level may usually be easily replicated and solved through the use of support tools or available documentation.
Tier 2 tasks usually require moderate-level system access, time and expertise. Problems at this level usually require intermediate- to advanced-level troubleshooting and have usually been replicated by Tier 1 or unit IT staff.
Tier 3 tasks generally require highly privileged system access, or access to programming code. Problems at this level have generally been replicated by Tier 1 or 2 staff.
The user is the person with “hands on the keyboard.” They use the IT services for their routine activities.