Service - Any function provided by the IT organization on behalf of any "customer", including internal business customers and external revenue customers. In the context of SLA, a service is typically a software application component delivering functionality to humans or other software components.I will update this as I go, and repost it occasionally. Please feel free to comment on this post with suggestions for terms and/or definitions that should be covered.
Service Level - Any measurement of how any component of an IT organization or its infrastructure is performing for its customers.
Service Level Goal - A target or limit measurement against which actual service levels are measured. Typically, service level goals are used to contstrain the acceptable value (or range of values) at which service levels are considered acceptable.
Service Level Automation (or SLA) - Digitally managing IT resources to service level goals without the interventions of humans wherever possible. Adjustments can be made to the deployment, capacity, or configuration of IT applications and infrastructure as needed to meet these goals.
Service Virtualization - Technology that decouples a set of functionality (a web service, an application, etc.) from any of the computing resources required to execute that functionality, regardless of whether those resources are themselves hardware or software.
Wednesday, September 13, 2006
Service Level Automation Glossary
No decent glossary for this subject exists on the web, so here is my stab at the basic terms of interest: