AV Terminology
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| Availability | The ability of an IT Service or component to perform its required function at a stated instant or over a stated period of time
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| Reliability | The reliability of an IT Service can be qualitatively stated as freedom from operational failure and is determined by the reliability of each component and the level of resilience designed and built into the IT Infrastructure
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| Maintainability | Relates to the ability of an IT Infrastructure component to be retained in, or restored to, an operational state. There are 7 separate stages of Maintainability, see Basic Concepts
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| Security | CIA - The Confidentiality, Integrity, and Availability of the data associated with a service; an aspect of overall Availability
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| Serviceability | Describes the contractual arrangements made with 3rd party IT Service providers, e.g., Facilities Management. This is to ensure ARM (Availability, Reliability, Manageability) of IT Service and components under their care
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| Vital Business Function | VBF is a term used to reflect the business critical elements of the business process supported by an IT Service. Think of an ATM dispensing Cash vs. printing a mini-statement - VBF is the cash dispersement
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| User | The consumer of an IT Service
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| IT Support Organization | The IT Functions necessary to support, maintain and manage the IT Infrastructure to enable an IT Service to meet the level of Availability defined within the SLA. Can refer to internal or external suppliers
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| Availability Management (the activity) | indicates the execution of activities wihtin the process.
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