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Showing posts with label service level agreements. Show all posts
Showing posts with label service level agreements. Show all posts

Monday, August 5, 2013

Incident and Problem: What is the Difference

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define these two terms.
  • An incident is an unplanned disruption or degradation of service.
  • A problem is a cause of one or more incidents.

    Quite often, these two terms are used interchangeably. This causes a lot of confusion. Sometimes people will add another term, "issue" to mean the same thing.

    Friday, April 30, 2010

    IT Service Level Management

    Objectives of Service Level Management

    1. Define business requirements that IT services must meet
    2. Ensure that IT services are at an acceptable cost
    3. Align IT strategy with business needs