Incident (a.k.a. Performance or Service incident): Any event which is not part of the standard
operation of a service which causes, or may cause, an interruption to, or a reduction in, the quality of
that service. A service incident can be communicated by a customer or can be detected by the service
provider.
Incident Management: Process for dealing with service incidents and restoring normal service
operation as quickly as possible, minimizing the adverse impact on business operations.
Rate (Service rate): A price that incorporates the costs of delivering the service at the service levels
agreed to by both parties.
Remediation (a.k.a. Remedies or Remedial actions/ measures): In the event of a formal complaint
raised by a customer, remediation refers to the list of actions/ measures DAS or any of its service
delivery units can take or offer to compensate and/or exact reparation to the affected customer(s)
above and beyond agreeing on an action plan to correct the underlying service problem.
Service: A bundle of activities and resources (processes, people and IT resources) combined to
provide a clear business outcome or output/ deliverable received by the customer.
Service Agreement: A document, signed by service provider and a single customer, reflecting
customer-specific information such as choice of services from service catalog, specific operational
procedures between the parties, or contact information for critical information systems or processes,
etc.
Service Catalog: A description of the services and service offerings provided by a service provider.
This can be a multi-level set of information with linked and discrete hierarchies of services, child
services and specific ‘offerings’ (specific tasks) available for these services, and will typically describe
service terms, standards, packages (if available), exclusions (if applicable), etc.
Server Instance: Separate instances of server operating systems. May be physical standalone
servers or individual virtual systems logically partitioned and hosted in a virtual environment.
Service Level Agreement (SLA): A document, specific per service provider, which includes the
following core elements: (1) A service catalog; (2) A set of agreed SLE’s (performance targets); (3) A
statement of responsibilities of service provider and customers; and (4) A description of key service
management processes. All of these elements help improve service delivery, manage expectations,
clarify responsibilities and facilitate communication between the service provider and its customer base.
Service Level Expectation (SLE): Written, measureable target for a service or a process
performance agreed between service provider and customers.
a. For any given service with an SLE, service performance targets will be common to all customers
(concept of utility services).
b. If a service offering includes different packages/ levels of service, different packages of the same
service can have different performance targets but these will be common to all customers of the
same package/ level of service.
Utility Service: DAS Utility services are those most efficiently provided through DAS in order to
maximize efficiency or capture economies of scale—where it makes economic sense to have a single
supplier for all users for any of the following reasons: economies of scale; policy reasons; the need
for one integrated system; or a strong need for uniformity.
Customers of utility services are local government entities, individual state agencies and other public