IT service management & procurement
Terms related to the activities and procedures necessary to acquire information technology (IT) products and services.- service assurance (SA) - Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications.
- service level indicator - A service level indicator (SLI) is a carefully defined measure of performance within a provided service that is given to a customer by the vendor.
- service-level agreement (SLA) - A service-level agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.