| Objective |
A
future measurable achievement;
usually in support of a more
general aim or goal. |
|
|
| Occurrence |
The
first stage in an Incident
life-cycle when the loss of of
service quality occurs.
Occurrence precedes Detection. |
|
|
| Office
of Government Commerce |
The
UK Government Department that
incorporates the organisation
previously known as CCTA.
OGC owns the copyright to the ITIL
on behalf of the Crown. |
|
|
| Operational |
The
lowest of the three levels of
planning and delivery
(Strategic, Tactical,
Operational). Involved
with actual delivery and
execution of the processes and
procedures. |
|
|
| Operational
/ Production Acceptance |
The
process of ensuring the
readiness of operational support
capabilities during the
transition of a Change from the
development to the live
environment. This may
include ensuring that
documentation and procedures are
in place and that all Service
Management elements such as
capacity, service level and
disaster recovery needs have
been considered. |
|
|
| Operational
Costs |
Sometimes
referred to as Revenue or
Running Costs, these are the
costs resulting from the
day-to-day running of an
organisation, e.g. staff costs,
hardware maintenance and
electricity. The value of
the item purchased will diminish
as it is used up e.g.
consultancy. Sometime
operational costs are a variable
cost (paper, consultancy
assistance) and sometimes fixed
(salaries). For practical
purposes in IT Accounting,
operational costs can be
considered as those charged to a
single financial year, with no
depreciation element. |
|
|
| Operational
Level Agreement |
An
internal document, owned by the
Service Management Team, that
defines the working relationship
between different functional
areas within an
organisation. The OLA sets
out the responsibilities for the
support and delivery of IT
services to Customers.
Between a Service Desk and 2nd
level support/software
maintenance/network management
it may be mainly concerned with
the activities that must take
place should a service
fail. In other
circumstances, for example in
support of Change Management, it
is likely to describe various
executive responsibilities and
activities of the parties
involved. The terms of any
OLA must support the qualitative
and quantitative statements
contained in the Service
Charter, SLOs
and SLAs.
There is a strong relationship
between OLAs and procedures. |
|
|
| Operations
Bridge |
The
combination in one physical
location of computer operations,
network control (and sometimes
the Help Desk or Service Desk). |
|
|
| Opportunity
Cost |
The
value of a benefit sacrificed in
favour of an alternative course
of action, i.e. the net revenue
between that actually obtained
and the maximum achievable from
any of the possible uses of the
relevant resources. For
example, there is an opportunity
cost associated with using
re-cycled paper. |
|
|
| Outsourcing |
Where
functions previously performed
by an organisation are supplied
under contract from a third
party. |
|
|
| Overheads |
The
total of indirect materials,
wages and expenses. |
|
|
| Ownership |
A
general term, signifying
principal responsibility, which
can apply to any activity or
event. Incident Management
will be 'owned' by the Process
Owner. The Incident itself
will be 'owned' by the Service
Desk and the failed CI
may be 'owned' by the Customer. |
