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...