ITIL Glossary/ ITIL Terms O

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ITIL Glossary
ITIL Glossary:

All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)
ITIL Glossary Terms

This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[1]

View the full list or use the alphabetical index:

1 ... 9
A B C D E F G H I J K L M
N O P Q R S T U V W X Y Z

 

 

ITIL Terms beginning with O


Please click on one of the terms to see its definition.

 

 

Definitions

OLA

Operational Level Agreement (OLA)

  • An agreement between an IT service provider and another part of the same organization.
  • An OLA supports the IT service provider's delivery of services to customers.
  • The OLA defines the goods or services to be provided and the responsibilities of both parties.
  • For example there could be an OLA - between the IT service provider and a procurement department to obtain hardware in agreed times - between the Service Desk and a support group to provide Incident resolution in agreed times.
  • ITIL Checklist SLA - OLA
  • → ITIL processes, ITIL Service Design > Service Level Management

Operations Manager

  • → Roles within ITIL, IT Operations Manager
  • An IT Operations Manager will be needed to take overall responsibility for a number of Service Operation activities.
  • For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable way.

Operator

  • → Roles within ITIL, IT Operator
  • IT Operators are the staff who perform the day-to-day operational activities.
  • Typical responsibilities include: Performing backups, ensuring that scheduled jobs are performed, installing standard equipment in the data center.

Outline of Service Requirements

  • The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty).
  • Based on this information, detailed service requirements are specified during the Service Design stage.
  • → ITIL processes, ITIL Service Strategy > Business Relationship Management

 

→ ITIL terms starting with "O"
→ Look up all ITIL terms

 


Notes

[1] ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. — IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Source (partially): ITIL Glossaries/ Acronyms © Crown copyright. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. — The complete ITIL Glossary compiled by APMG in conjunction with the Cabinet Office and TSO is available for download from the Internet.

By:  Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR  and  Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.