Discover the definitions to key information technology terms as
used at UB.
|Acknowledgement||When a request or incident is submitted and a response is generated. In the case of a phone contact, it is when the technician answers the call, for email, when the autoresponse email is returned, and with a web form, when the form is submitted. Typically the response includes a ticket identifier to use in subsequent contacts.|
|Design/Installation||Requests for custom or non-standard work, typically initiating a project.|
|Hours of Availability||The days and hours that the service is available to be used by eligible customers. Excludes scheduled maintenance windows.|
|Hours of Support||The days and hours when a support teams are available to Respond to an Incident or Request.|
|RACI||A responsibility matrix that defines who is Responsible, Accountable, Consulted and Informed about actions related to a service. See http://en.wikipedia.org/wiki/Responsibility_assignment_matrix.|
|Resolution||When an incident has a workaround, the service has been returned to normal operations, or when a request has been fulfilled.|
|Response||When an incident or request has a support team member assigned and they have begun work.|
|Request||Asking for things but nothing is broken.
|Service Level Agreement (SLA)||Like an SLS, but with two parties that can both commit and agree to the terms. A non-binding contract.|
|Service Level Statement (SLS)||A document that describes a service, who is eligible to use it, when it is Available, and related service expectations. Meant as a blanket service description when there is no specific customer.|
|Critical||Extensive impact and no workaround is available.|
|High||Large impact or no workaround is available.|
|Medium||Minor impact or workaround is available but not sustainable.|
|Low||Acceptable workaround is possible.|