ITIL Glossary/ ITIL Terms O

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ITIL Glossary V3 2011
ITIL Glossary:

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

The ITIL glossary provides you with definitions for the most important glossary terms and acronyms on the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2) and IT Service Management (ITSM) in alphabetical order.[1]

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ITIL Terms starting with O


For quick access, all ITIL terms and definitions starting with "O" are listed below.

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

 

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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.