Glossary

Acronyms / Abbreviation	Definition	Description
IM	Incident Management	respond to an unplanned event or service interruption and restore the service to its operational state.
PM	Problem Management	identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause
SLA	Service Level Agreement	formal agreement between a service provider and a client that outlines the expected level of service.
SLT	Service Level Team (not sure)