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ITIL® glossary and abbreviations English

itil glossary and abbreviations English itil glossary of Terms English AXELOS Limited 2011 All rights reserved Reproduction of this material requires the permission of AXELOS Limited The swirl logo is a trade mark of AXELOS Limited itil is a registered trade mark of AXELOS Limited 1 Acknowledgements We would like to thank Ashley Hanna (HP) and Stuart Rance (HP) who produced the original itil glossary in English in May 2007, and to Ashley Hanna who updated it in July 2011. Thanks are also due to all those that contributed to the 2007 and 2011 editions of the itil core guidance.

agreed service time (AST) (ITIL Service Design) A synonym for service hours, commonly used in formal calculations of availability. See also downtime. ITIL® Glossary of Terms English v.1.0

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