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ItemDescription
SAC Service Acceptance Criteria
A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements.
SACM Service Asset and Configuration Management
The Process responsible for both Configuration Management and Asset Management.
SCD Supplier and Contract Database
A database or structured Document used to manage Supplier Contracts throughout their Lifecycle.
The SCD contains key Attributes of all Contracts with Suppliers, and should be part of the Service Knowledge Management System.
SCM Service Capacity Management
The Activity responsible for understanding the Performance and Capacity of IT Services.
The Resources used by each IT Service and the pattern of usage over time are collected, recorded, and analysed for use in the Capacity Plan.
SFA Service Failure Analysis
An Activity that identifies underlying causes of one or more IT Service interruptions.
SFA identifies opportunities to improve the IT Service Provider's Processes and tools, and not just the IT Infrastructure.
SFA is a time constrained, project-like activity, rather than an ongoing process of analysis.
SIP Service Improvement Program
A formal Plan to implement improvements to a Process or IT Service.
SKMS Service Knowledge Management System
A set of tools and databases that are used to manage knowledge and information.
The SKMS includes the Configuration Management System, as well as other tools and databases.
SLAM Chart A Service Level Agreement Monitoring Chart is used to help monitor and report achievements against Service Level Targets.
A SLAM Chart is typically colour coded to show whether each agreed Service Level Target has been met, missed, or nearly missed during each of the previous 12 months.
SLM Service Level Management
Planning, negotiating and managing Service Level Requirements and Agreements; Structure and content of typical Service Level Agreements;
Key service items; The SLM process; Monitoring, reporting & reviewing; Service Targets; Underpinning contracts and OLAs; Service Improvement Programs (SIPs).
SLP Service Level Package
A defined level of Utility and Warranty for a particular Service Package. Each SLP is designed to meet the needs of a particular Pattern of Business Activity.
SLR Service Level Requirement
A Customer Requirement for an aspect of an IT Service. SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets.
SMART An acronym for helping to remember that targets in Service Level Agreements and Project Plans should be Specific, Measurable, Achievable, Relevant and Timely.
SOP Standard Operating Procedures
Procedures used by IT Operations Management.
SOR Statement of requirements
A Document containing all Requirements for a product purchase, or a new or changed IT Service.
SPI Service Provider Interface
An interface between the IT Service Provider and a User, Customer, Business Process, or a Supplier. Analysis of Service Provider Interfaces helps to coordinate end-to-end management of IT Services.
SPM Service Portfolio Management
The Process responsible for managing the Service Portfolio. Service Portfolio Management considers Services in terms of the Business value that they provide.
SPO Service Provisioning Optimization
Analysing the finances and constraints of an IT Service to decide if alternative approaches to Service delivery might reduce Costs or improve Quality.
SPOC Single Point of Contact - Service Desk
SPOF Single Point of Failure
Any Configuration Item that can cause an Incident when it fails, and for which a Countermeasure has not been implemented.
SWOT Analysis Strengths, Weaknesses, Opportunities and Threats.
A technique that reviews and analyses the internal strengths and weaknesses of an Organisation and the external opportunities and threats which it faces.
Service Desk The Service Desk Function and role; Interface between IT and users; Business Process Support; Local, central and virtual Service Desks; Reporting IT Service Quality; Structuring the Service Desk;
Service Desk Education and Training; Use of knowledge bases; Outsourcing the Service Desk
Service Hours An agreed time period when a particular IT Service should be Available. For example, "Monday-Friday 08:00 to 17:00 except public holidays". Service Hours should be defined in a Service Level Agreement.
Service Management A set of specialised organisational capabilities for providing value to customers in the form of services.
The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement.
The act of transforming resources into valuable services is at the core of service management.
SoC Separation of Concerns
An approach to Designing a solution or IT Service that divides the problem into pieces that can be solved independently.
This approach separates "what" is to be done from "how" it is to be done.
Strategy Service Strategy provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategy is supported by the IT organisationsí aims and strategy.
Super User A User who helps other Users, and assists in communication with the Service Desk or other parts of the IT Service Provider. Super Users typically provide support for minor Incidents and training.
Supply Chain The Activities in a Value Chain carried out by Suppliers. A Supply Chain typically involves multiple Suppliers, each adding value to the product or Service.

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