15. Glossary
SLA; Service Level Agreement (SLA)
Documented agreement between the organization and the customer identifying the services and performance agreed (ISO/IEC 20000-1, § 3.2.20).
Actif ; Asset
Element, thing or entity that has potential or actual value for an organization (ISO/IEC 20000-1, § 3.2.1).
Action corrective; Corrective action
Action to eliminate the cause of a non-conformity and prevent its recurrence (ISO 9000, § 3.12.2).
Amélioration continue; Continuous improvement
Regular activity designed to improve performance (ISO/IEC 20000-1, § 3.1.4).
Audit; auditing
Methodical, independent and documented process for obtaining objective evidence and evaluating it objectively...
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- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
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