ITIL Glossary/ ITIL Terms O

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

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

 

• OLA
• Operational Level Agreement (OLA)
• Operations Manager
• Operator
• Outline of Service Requirements

 

Definitions

OLA

• → Operational Level Agreement

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

 

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Notes

[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.

[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.

By:  Stefan Kempter   and  Andrea Kempter , IT Process Maps.

ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with O